Free cancellation for Flexible Rates



The philosophy of Room Mate Group has always been to put people at the center of all our decisions and in this situation, your health and safety are our priority. For this reason, at Be Mate we have developed and implemented a strict protocol for all our apartments.

We want to have you with us soon and that, again, you feel as safe as in your own home. For this reason, we have worked on extraordinary protocols to guarantee the hygiene and safety for your Be Mate experience. With the certainty that they have been tested in the 12 hotels and 3 apartment buildings that have remained open to healthcare professionals and the elderly.

In order to offer you a health guarantee, we have developed our protocol with the following measures:

01. In the apartments

Upon arrival at the apartment, you will find a completely disinfected space with the Room Mate Group hygiene seal, created to ensure compliance with these extraordinary preventive measures.

  • Supply of individual kits of gloves, masks and disinfectant alcohol.
  • Increased periodic cleaning of the apartments with special products such as ozone and ultraviolet rays, among others.
  • Disinfection of frequent contact surfaces such as door handles, TV controls, kitchen utensils, among others, and removal of decorative elements.
  • Laundry hygiene certificate: bedding and towels will be treated with pure oxygen, a sanitary barrier is established between the building and the laundry, and the disinfection of cars and trucks is reinforced after each use, with nebulization processes, chemical disinfection and drying.

02. In the common spaces

  • Reinforcement of cleaning and disinfection shifts, especially in elevators, bathrooms, reception and / or terraces.
  • Installation of gel dispensers in buildings, as well as signs to maintain a safe distance.
  • Measurement of body temperature at the entrance of establishments with reception.
  • Incorporation of air disinfection systems.
  • The use of electronic means such as card payment and online check-in process, among others, will be promoted.

03. Our team members

  • Reinforcement of uniforms as a protective measure. Mandatory use of masks and gloves.

  • Installation of protective screens in receptions

  • Increased cleaning hours.

  • All our employees receive training to guarantee safety and hygiene measures and protect the health of customers.

In addition, we offer you additional services to guarantee your Be Mate experience, including:

  • Free cancellation for justified health reasons or due to mandatory confinement dates.

  • 24-hour free assistance via phone and WhatsApp.

  • New free welcome kits with food items and a Cleaning Kit with cleaning products, both duly sealed.

  • “Stay at home” plan with breakfast delivered, home purchase and recommendation of the best restaurants with Delivery service.

  • Service of taxis protected with screen.

  • Laundry service at home.

Do not forget that today we are more together than ever and if you have any questions about our cleaning protocols, your reservation, our flexible policies or travel restrictions, you can contact us through our email [email protected].


In addition to all the measures that we have implemented to guarantee health security, we want to make our cancellation policies more flexible. So now our flexible rates allow free cancellation. In this way, in case you cannot travel you can cancel without any cost and / or advance notice.

We also offer free parking service for reservations in our Be Mate Plaza España.

05. Frequently Asked Questions

We have reinforced all the cleaning and disinfection protocols in apartments and common areas of our establishments, according to the recommendations of the health authorities, but we have also added our own measures. All our staff and suppliers receive continuous training and we carry out periodic audits to guarantee your safety.

Also, we have been able to test the effectiveness of our protocols to prevent the risk of contagion since they have been implemented during the period in which the hotels have been working as a temporary residence for healthcare professionals, as well as those that remain open welcoming our clients.

Your safety is our priority and that is why we have increased the frequency of cleaning and disinfection of regular contact surfaces, as well as ventilation to ensure your safety. Protective screens and signage have been installed in all of our receptions to guarantee the distance between people and hydroalcoholic gel dispensers have been installed. We have masks and gloves for those clients who request it, as well as a laser thermometer to measure body temperature. At the entrance of our buildings you will find a doormat with a solution of water and bleach so that you can disinfect the soles of your shoes and the wheels of your luggage when you arrive.

Our team will have gloves and masks and they will have at their disposal hydroalcoholic gel and a laser thermometer to measure body temperature daily.

The staff is carrying out a series of extraordinary disinfection measures, after regular cleaning. Among them, the use of ozone and UV rays machines, the use of specific disinfectant products for the elements of greatest contact such as the TV remote control, thermostat, door knobs, etc., as well as filter cleaning air conditioning, dryer filters, washing all kitchen items at high temperatures, among others.

To make everything more agile, five days before your arrival at the apartment you will receive an email with all the details so that you can manage a self-Check-In. In this way, we reduce waiting time in receptions and common areas.

Access to common areas will be subject to the instructions of the Authorities and according to each of the de-escalation phases.

We have the “Fill your fridge” service that will allow you to manage food orders and receive them in less than 2 hours, for your greater comfort and safety. For now, this service is available in Madrid, Barcelona and Milan.

You can access all the extra services from your Be Mate mobile application, from the reception of our buildings or by consulting your City Mate.

Yes, we have an additional breakfast service. In addition, we can recommend nearby restaurants with delivery service.

In addition to having fully equipped apartments, we have Smart TV’s with internet connection and free Netflix to make you feel at home.

You can choose to receive a full refund or save the amount of your stay until February 2021.

Do not worry, we are at your disposal to help you. Do not hesitate to contact us so that we can review your case. We are aware that we are in an extraordinary situation and that there are external causes that may affect your travel plans.

Yes! Remember that our Flexible Rates allow you to cancel your reservation for free until the day of arrival.

The reopening date of our apartments will largely depend on what the authorities of each country establish.

To find out if your apartment is open, check availability by clicking here.

In all cases, the reopening dates may be affected by reasons of force majeure.