TERMS AND CONDITIONS
Booking Conditions
All reservations are subject to availability and payment confirmation.
To confirm a reservation, guests must complete the corresponding payment in accordance with the conditions applicable to each accommodation.
Accommodation rates, security deposits, cleaning fees, and any other applicable charges are those displayed on the accommodation's page at the time of booking.
A security deposit is required for all accommodations to cover any damage caused to the property and/or the condominium's common areas.
The security deposit is processed as a credit card pre-authorization, either during an in-person check-in or up to 48 hours before arrival when online check-in is completed. This is not an actual charge, but a temporary hold on the card, meaning the funds remain unavailable until the authorization is released.
If no damage is found after check-out, the pre-authorization will be automatically released using the same credit card. Depending on the card issuer, this process may take up to 7 days.
If damage is identified, the security deposit will remain on hold until the costs of repairing or replacing the damaged items have been settled.
The reservation may be cancelled if the security deposit pre-authorization cannot be completed. Guests are therefore responsible for ensuring that their credit card is valid and has sufficient available funds.
If the pre-authorization cannot be processed, the guest will be notified by email or SMS and will have 12 hours to provide an alternative payment method.
All prices include VAT at the legal rate in force.
Payment Methods
Reservations may be paid using American Express, Visa, or Mastercard credit cards.
Guests are also subject to any specific rules applicable to the accommodation they have booked.
Pre Check-in
After the reservation has been confirmed, the reservation holder will receive an email and/or SMS from True Turism, Lda. confirming the booking and providing important information about the accommodation, together with details of any additional services that may be available, such as airport transfers or extra cleaning services.
Before arrival, all guests must complete the Accommodation Registration Form, which is essential for preparing their stay.
The form will request, among other information:
- Expected arrival time;
- Total number of guests;
- Information required to prepare the appropriate number of bed linen and towels;
- Mandatory identification details required by the Portuguese authorities, namely AIMA – Agency for Integration, Migration and Asylum.
Guests must declare the exact number of people staying in the accommodation.
The number of guests may not exceed the maximum occupancy allowed for the booked accommodation.
If the maximum occupancy is exceeded, True Turism, Lda. reserves the right to require all guests to leave the accommodation immediately without any refund or compensation.
True Turism, Lda. cannot be held responsible for incomplete or incorrect information provided in the Accommodation Registration Form.
Any attempt to alter, falsify or manipulate the information submitted will invalidate the Accommodation Registration Form and may result in the immediate cancellation of the reservation.
Cancellation Policy
Once a reservation has been confirmed, the following cancellation charges apply:
a) Cancellations made up to 30 days before the check-in date will incur a charge of 50% of the total reservation amount.
b) Cancellations made less than 30 days before the check-in date will incur a charge of 100% of the total reservation amount.
In the unlikely event of an overbooking (simultaneous reservations for the same accommodation), the guest acknowledges and accepts that True Turism, Lda. may relocate the reservation to another accommodation of an equivalent or higher standard, ensuring that the quality of the accommodation provided is not inferior to that originally booked.
Such relocation will be made at no additional cost to the guest and shall not entitle the guest to any compensation.
Stay Conditions
The reservation holder must be at least 18 years old and must remain in the accommodation throughout the stay.
Guests under the age of 18 may only stay if accompanied by an adult who is the reservation holder.
The reservation holder must provide a valid postal address, telephone number, and email address.
Pets are not permitted in any accommodation managed by True Turism, Lda., regardless of species, breed, size, or age.
If an animal is found inside the accommodation, True Turism, Lda. reserves the right to terminate the stay immediately without any refund or compensation.
Smoking is strictly prohibited inside the accommodation.
In accordance with Portuguese law, the stay of foreign nationals must be reported to AIMA – Agency for Integration, Migration and Asylum.
All foreign guests must therefore provide the required identification details no later than the check-in date through the Accommodation Registration Form.
Guests must immediately notify True Turism, Lda. of any damage to the accommodation, furniture, equipment, or accessories, even if they believe it results from normal wear and tear or is not their responsibility.
Failure to report any damage may result in the guest being held responsible for the costs associated with such damage.
Keys and Property Access
In the event of lost keys or an emergency call-out to provide access to the accommodation, the following charges shall apply:
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Lost key (per key): €30.00
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Emergency call-out (between 9:00 a.m. and 6:00 p.m.): €10.00
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Emergency call-out (between 6:00 p.m. and 9:00 a.m.): €25.00
Should the services of a locksmith be required, the guest shall be fully responsible for the total amount charged by the locksmith.
The cost of the locksmith service will depend on the complexity of the intervention, the materials required, the time spent, and any other applicable charges.
True Turism, Lda. accepts no responsibility for personal belongings left in the accommodation after check-out. Any items found may be returned upon request, with all packaging, handling, shipping, and related costs being borne entirely by the guest.
Cleaning, Bed Linen and Towels
The accommodation is professionally cleaned before each guest's arrival.
The standard service provided by True Turism, Lda. includes one set of bed linen, towels, and essential toiletries for each reservation.
Additional housekeeping services, as well as the replacement of bed linen and towels during the stay, are available upon request and subject to an additional charge.
Guests are expected to keep the accommodation clean, tidy, and in good condition throughout their stay and to leave it in a reasonable state upon check-out to allow preparation for incoming guests.
Rubbish must not be left inside the accommodation, outside the apartment door, or in the common areas of the building. Guests are requested to dispose of all waste in the designated public waste containers.
Equipment, Furniture and Property Contents
Should any equipment fail to operate correctly, or should guests require assistance with its use, they must contact True Turism, Lda. without delay.
Guests are not permitted to modify, alter, or tamper with the accommodation, its fixtures, furniture, equipment, or contents.
All furniture, appliances, decorative items, and other contents of the accommodation remain the property of the owner and must not be removed from the premises during the stay.
Maintenance and Special Requests
Any issue affecting the accommodation, including electrical faults, equipment malfunction, plumbing leaks, or any similar problem, must be reported immediately to True Turism, Lda. by telephone or email.
Depending on the nature of the issue and the availability of external service providers, repairs may take up to 72 hours, or longer where third-party intervention is required.
While fully respecting guests' privacy, True Turism, Lda. reserves the right to access the accommodation whenever reasonably necessary for inspections, maintenance, repairs, or emergency situations.
Extra beds and baby cots may be provided upon prior request and are always subject to availability.
Noise, Illegal Activities and Safety
In accordance with Portuguese law, the mandatory quiet hours are between 10:00 p.m. and 8:00 a.m. Guests are required to respect these quiet hours at all times.
Guests must avoid causing disturbance to neighbours, particularly when entering or leaving the accommodation or the building.
Reservations made for illegal activities or activities contrary to public order or morality will not be accepted.
The reservation holder is responsible for the conduct of all occupants of the accommodation and agrees to ensure that all guests comply with these Terms and Conditions and all applicable laws.
Guests shall not publish photographs, videos, or any information that may reveal the exact address of the accommodation or the identity of the property owner, unless such information has been officially disclosed by True Turism, Lda.
Each guest is solely responsible for their personal safety during the stay and must comply with any instructions or guidance provided by True Turism, Lda.
Should guests become aware of any health or safety risk, they must notify True Turism, Lda. immediately.
Before leaving the accommodation, guests must ensure that all lights are switched off, windows are closed, air conditioning and heating systems are turned off, and, where applicable, all gas appliances have been properly shut down.
Liability
The liability of True Turism, Lda. is strictly limited to the accommodation and the services provided in connection with the reservation.
True Turism, Lda. shall not be liable for circumstances beyond its reasonable control, including but not limited to construction works, external noise, neighbouring properties, maintenance of common areas, or any other matters unrelated to the accommodation itself.
Photographs and descriptions of the accommodation are provided for illustrative purposes. Minor differences in decoration, furniture, layout, or equipment may exist without materially affecting the overall quality, comfort, or facilities provided.
True Turism, Lda. shall not provide compensation, refunds, or alternative accommodation solely because a guest is dissatisfied with the property's location, surrounding neighbourhood, or the exterior appearance of the building. It is the guest's responsibility to ensure, prior to booking, that the selected location meets their expectations.
True Turism, Lda. shall not be liable for any direct or indirect loss, damage, injury, theft, burglary, criminal acts, fire, accidents, or interruptions to the supply of electricity, water, gas, telecommunications, or internet services occurring during the guest's stay.
Any theft, burglary, or criminal activity must be reported immediately to True Turism, Lda. and to the competent police authorities.
True Turism, Lda. shall not be responsible for delays, cancellations, or modifications relating to services provided by third-party suppliers, nor for errors, omissions, statements made by third parties, or the content of external websites.
Should guests fail to comply with these Terms and Conditions or engage in inappropriate, illegal, or disruptive behaviour, True Turism, Lda. reserves the right to terminate the stay immediately without any refund or compensation.
Applicable Law and Force Majeure
This agreement is entered into between the guest and True Turism, Lda., a company duly authorised to provide temporary accommodation services.
The reservation grants guests only a temporary right to occupy the accommodation for the agreed period and does not create any tenancy, leasehold, or ownership rights over the property.
If, due to unforeseen circumstances beyond the reasonable control of True Turism, Lda., such as flooding, water leaks, fire, major technical failures, or other force majeure events, the reserved accommodation becomes unavailable, True Turism, Lda. will make every reasonable effort to relocate the guest to accommodation of an equivalent standard.
If relocation is not possible or the guest declines the proposed alternative accommodation, the guest will receive a refund corresponding to the unused portion of the reservation. No additional compensation shall be payable.
True Turism, Lda. shall not be liable for the loss, theft, or disappearance of personal belongings left inside the accommodation.
Amendments and Governing Law
True Turism, Lda. reserves the right to amend these Terms and Conditions whenever necessary.
Guests are responsible for reviewing the latest version of these Terms and Conditions before making a reservation.
By completing a reservation, the guest confirms that they have read, understood, and accepted these Terms and Conditions in full.
These Terms and Conditions shall be governed by and construed in accordance with the laws of Portugal.
Any dispute arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the Portuguese courts.