All the answers to your questions


Our current selection of accepted payment methods includes all types of credit cards and bank transfer.

Yes, the total cost of your reservation includes the cleaning costs of the property at departure as well as bed sheets, towels and toiletries in each bathroom.

In addition, when staying for more than 7 nights in France or 14 nights in Spain, guests will be provided with a mid-week cleaning service which includes a quick overall cleaning, change of towels and, depending on the location, toiletries refill.

If you would like an extra cleaning service during your stay, please contact us for more information on days/times, as well as costs.

Our minimum length of stay varies throughout the year, from 3 night in low season to 7 nights during peak times. You can check the minimum length of stay upon selecting your dates on the property's calendar.

We love animals at Emerald Stay, however not all of our properties can accommodate them. Please contact our team to discover if your property of interest accepts pets. Kindly note that extra fees may apply.

Of course! Baby cots and high chairs can be provided for free. Please don’t forget to request them in advance so our on-the-ground team can make sure that everything is ready for your arrival. Baby cots bed sheets, however, are not provided.

On the morning of your arrival date, we will place a hold on the credit card provided during your booking. Only if the deposit hold goes through you will receive your code of access. Upon departure, if there are no damages nor missing items upon departure, the amount held will be released within 2 days.


All of our properties are equipped with a digital lock. The day before your arrival, we will send you the code to access your property, as well as the exact address and GPS coordinates by both email and SMS.

You can check in from 4pm on the day of arrival and must check out by 10 am on the day of departure. If you would like to check in before 4pm and/or check out after 10am, please reach out to our team. We may allow an early check-in or a late check-out at an extra cost depending on the availability. Please note that some properties also have a fully-secure luggage storage available at an extra cost.

Our team is happy to assist you with any queries you may have before, during and after your stay. They are available via chat on our website, via phone at +41 (0)22 518 12 61, via email at

If you need any assistance during your stay, you can reach us via the tablet available in your property. Otherwise, you can also send us an SMS at +41 79 807 27 03, give us a call at +41 (0)22 518 12 61 or simply email us at

More contact options can be found here.

The address of your accommodation will be sent to you 24 hours prior to your arrival by email and SMS. And 10 minutes before your check-in time you will receive the access code to enter your property, also by email and SMS.

According to French, Spanish and Moroccan laws, it is mandatory for any hotel to gather the details of all guests staying in their properties.

As per the General Data Protection Regulation (GDPR), Emerald Stay is not allowed to process any personal information to a third party. Therefore, all of your group members will have to complete the online check-in themselves. Once an email address will be provided, you will receive an online check-in invitation and so will they.

Property management

We have established a number of criteria to meet our premium quality standards.

Therefore, we only list chalets or apartments that meet our conditions in terms of location (proximity to the slopes or to the beach, location within the city, view from the property, etc.) and characteristics (living space, number of bedrooms, extra features like a terrace or a garden, sauna or jacuzzi...).

If you own a chalet, villa or an apartment in France or Spain that you would like to entrust us with, do not hesitate to ask for a rental simulation.

A member of our team will be happy to assess your property against our standards.

You will find all our listings on the largest platforms such as Airbnb,, Homeaway or Expedia as well as on sites specializing in prestigious rentals. We also work with international travel agencies and have our own marketing platform which is attracting more and more customers.

Over time, the quality of our services and our reputation have earned us preferential status on the channels we use as Superhost on Airbnb or Preferred Partner on Booking. This puts our ads in the spotlight and customers know they can rent with confidence from Emerald Stay.

It's us and we don't do it at radom! Our team of revenue managers continuously analyzes over 40 real estate data to set the highest possible price for your property, given day-to-day demand. We adjust the rates and create packages according to the periods, always with the idea of optimizing the profitability of your property by maintaining an optimal occupancy level and keeping a rate consistent with the standing of your property.

With us, our owners earn on average 30% more than our competitors!

We know how to be very responsive in constantly adjusting our rental offers to market trends. It requires excellent visibility of our ads on the various distribution channels thanks to our privileged status with the leading platforms (Airbnb,, etc.) and a price adjustment in real-time. We are also working to constantly improve our website so that it becomes a significant channel for direct bookings over time. To date, 40% of these direct bookings already go through our site.

At the same time, we are carrying out targeted marketing actions, in conjunction with our CRM, to provide our clients with the benefit of our opportunities. The cumulative measure of all these means allows us to maintain a high occupancy rate of our apartments, even in the low or midseason.

Absolutely ! We support our owners, whose goods are eligible for the VAT recovery scheme in France, so that they benefit from a 20% discount on the price of their property. To do this, we have developed real expertise in the field which positions us today as the most rigorous player in the French Alps in the field of structuring tax refund operations. All our owners subject to this benefit, without exception, have obtained their reimbursement thanks to our support.

Yes and it amounts to 3 years with a possibility of withdrawal after one year if you are not satisfied with our services in France, and 2 summer seasons in Spain.

Why? Because our experience has shown us that it takes between 18 and 24 months for a vacation rental to be exploited to its full potential. It takes time for our loyal customers to come back, for word of mouth to take place, for customers to publish their opinions on the internet ... All of this helps to improve the visibility and transformation of our ads and therefore the rate of occupation and profitability of your property. We do everything we can to achieve these goals as quickly as possible and we believe that our constant efforts deserve that you give us this time to bring you complete satisfaction. So far, no owner has wanted to leave us at the end of this commitment period, so we are confident in our ability to make you want to stay with us well beyond these initial years.

Our owners receive the income generated from their property quarterly. The amount we pay them is net of charges, fees and taxes, so they don't have to worry about re-invoicing. They can follow these revenues in real-time from their digital application.

This is our responsibility. We have an obligation to keep your property in the condition in which you have entrusted it to us. This means that in the event of damage, our comprehensive home liability insurance will reimburse all costs. We have coverage of several million euros so that our properties are fully covered, regardless of the hazards encountered.

Until now we have never had to complain about damage during a rental because we take special care to verify the identity of our customers before handing over the keys. Likewise, taking a deposit online is an essential prerequisite for any rental.

Rest assured that we are doing what is necessary at all levels to take care of your property as if it were our own.

Sure! With us, you keep the pleasure of your investment by being able to stay at any time in your chalet or apartment. All you have to do is consult the reservation calendar for your property and then block the dates that interest you. You can manage this on your own using your digital application or through your advisor. We can also advise you on counting and declaring your private stays if you are eligible for the VAT recovery system.

It's us! As with all other tasks related to the rental management of your property, it is our responsibility to intervene in the event of a breakdown or repair. Our on-site teams are there to ensure preventive and curative maintenance. So if a washing machine breaks down or the Wi-Fi doesn't work, you don't have to worry, we'll take care of it for you.

Managing a seasonal rental implies availability at all times to meet customer requests, welcome them, maintain the property, etc. By entrusting us with your property, you free yourself from all these constraints. We currently manage more than a hundred properties and none of our owners wanted to put an end to our collaboration because we bring them our rigor, our availability at all times and our know-how in the fields. real estate, hotels, new technologies and finance The expertise of our versatile and multilingual team has been recognized by the Shortyz award for best leisure asset manager. In just 3 years, we have managed to take the leadership position in the French Alps region thanks to the confidence shown in us by our owners.


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