Help
Frequently asked questions.
If you cannot find what you are after, write to us at hola@tusereno.es — someone from the team answers within 24 hours.
Choose the house you like, pick your dates and the number of guests and press “Book”. We ask for a few basic details and the payment is handled securely. Within two hours you receive the confirmation with every detail of your stay.
The price you see includes professional cleaning, bed linen and towels, a welcome kit and the team looking after you before, during and after your stay. There are no hidden charges waiting for you at the last step.
Yes. This is the policy that applies in all our houses:
| When you cancel | Refund |
|---|---|
| More than 15 days before arrival | 100 % |
| Between 7 and 15 days before arrival | 50 % |
| Fewer than 7 days before arrival | 0 % |
| Booking mistake (within the next 24 h, as long as there are ≥ 14 days to go) | 100 % |
After arrival: in the vast majority of cases there is no refund. In particular circumstances, depending on how much of the stay has passed and when you cancel, a partial refund may apply. Write to us and we will look at it with you.
In many cases, yes. Write to us at hola@tusereno.es at least 48 hours in advance and we will find the best way round it. Changes are subject to availability.
In most of our houses we charge no deposit. If a house does require one, it is stated clearly on its page before you confirm the booking — no surprises at the last step.
It depends on the house and the season. As a rule we do not take single-night bookings. In summer the minimum is usually 5 nights, in the shoulder season 3. If you have a particular gap of dates and are not sure whether it fits, write to us — sometimes we open up dates that do not show in the search.
A few days before you arrive we send your personal entry code by SMS. You arrive when you like — no keys to coordinate, no waiting for anyone. If you have any trouble getting in, the team is there to help.
Check-in from 16:00 in every case. For check-out: until 12:00 if you booked directly on tusereno.es (as long as nobody is arriving that same day), until 11:00 if you came through another platform. If you need more room than that, write to us before you arrive — we will take a look.
Write or call us. Someone from the team answers within the hour and, if need be, we are at the house in fifteen minutes. You are not speaking to a bot or a call centre — you are speaking to someone who knows that house.
It depends on the house. The page for each house says clearly whether pets are allowed. If you are unsure, write to us before booking and we will tell you what applies in that particular case.
We work on a commission on the net income from each booking. We tell you the figure in the initial valuation, with no small print. We charge no fixed monthly fee and no set-up costs — if the house earns nothing, neither do we.
We visit every house before taking it on. We are not looking for the perfect house, but for one that can be offered exactly as we advertise it: clean, well equipped and in good order. If there are improvements we would suggest before starting, we tell you at the visit — with no obligation.
Yes. You have access to block dates for your own use whenever you like. All we ask is that you do it far enough ahead not to cancel bookings already confirmed. Your house is yours — we manage it, we do not control it.
We manage the price dynamically: we raise it in high season, adjust it for demand and how far ahead the booking comes, and compare ourselves with the competition to make the most of your income.
It depends on the house, the season and the location. In the initial valuation we give you a realistic estimate based on similar properties we already manage in the area — not an inflated figure to win you over. If the house does not match what you hope to earn, we tell you that too.
Between two and three weeks from signing. We use that time for the photo shoot, to check the equipment, to list the house on the platforms and to set up the entry system. If there are improvements we recommend beforehand, it may take a little longer.
You get access to an owner portal where you can see the state of your house in real time: active bookings, occupancy, income and guest reviews. You also receive a monthly report with the full summary and an SMS every time a booking comes in. You do not have to ask — it reaches you on its own.
We deal with it. We inspect the house after every departure and document any damage. Depending on the case, we recover it through the guest deposit, through the platform or through insurance. If it is something minor, we often sort it out ourselves without troubling you. We always tell you.
We do work with a contract, yes — but we do not tie you in indefinitely. If at some point you want to take the management of your house back, we talk. All we ask is that bookings already confirmed are honoured, so that no guest is left without a house.
Yes. Your house appears on all the main platforms as well as on tusereno.es. We manage the calendars, the prices and the messages on each one. And we work steadily to bring more bookings in direct — because that way neither you nor we pay commission to a middleman.
Cannot find your question?
Talk to someone on the team. An answer within 24 hours.