General conditions

BOOKING TERMS & CONDITIONS

Last updated: 01 September 2023

 

MAKING & PAYING FOR YOUR BOOKING

PAYING THE DEPOSIT

On receipt of a booking request from you, we will send you a 'pre-booking' form confirming the details of your booking request.
The first deposit payment (50% of the rental amount) is to be made as soon as you receive the 'pre-booking' form.

The property will be kept available for you for 5 days from when the 'pre-booking' message is sent to you - unless stated otherwise on the pre-booking form.
If payment of the first deposit has not been received by us within this 5-day period, we reserve the right to offer the property on the market as available.

If you are booking the property within 60 days of your arrival date, you will be required to pay the full rental amount plus refundable security deposit within the stated 5-day period.

Bookings are only deemed to be confirmed upon receipt of the first deposit payment (or full payment – depending on when you make the booking).

Payment of the first deposit (or full payment) is deemed to be your acceptance that you agree to our terms & conditions (as shown here).

Bookings cannot be accepted from anyone under the age of 21 years (for apartments) and under the age of 25 years (for villas).

So that your booking can be confirmed, we will require the dates of birth and passport numbers of all persons who will be staying at the accommodation.
[This is a requirement of the Portuguese Immigration & Borders Service (SEF) and without these details your booking cannot be accepted.]

PAYING THE BALANCE

You are required to send us payment for the balance of the rental amount plus the refundable security deposit at least 60 days prior to your arrival date.

If you fail to make a payment due to us in full and on time, we may treat your booking as cancelled by you.

The refundable security deposit is payable at the same time and in addition to the payment of the rental amount. The refundable security deposit will be held by us to cover any losses, damage and/or additional cleaning charges if the property is left in an unsatisfactory condition.
The refundable security deposit will be refunded by electronic means (i.e. either by bank transfer, credit card, or PayPal) within 7 days of departure subject to deductions necessary by reason of your or any member of your party’s breach of your obligations (see section 'YOUR OBLIGATIONS' below).

IF YOU CANCEL OR AMEND YOUR BOOKING

If you need to cancel or amend your booking you must confirm your cancellation in writing or by email. A cancellation will not take effect until we receive written confirmation from you.

 

If you have booked a Villa, the following cancellation policy applies:

Cancellation more than 60 days prior to your arrival date: 100% refund

Cancellation between 30-60 days prior to your arrival date: 50% refund

Cancellation less than 30 days prior to your arrival date: No refund

(If, at the time of cancellation, the refundable security deposit has already been paid, this will also be refunded.)

 

If you have booked an Apartment, the following cancellation policy applies:

Cancellation more than 30 days prior to your arrival date: 100% refund

Cancellation between 14-30 days prior to your arrival date: 50% refund

Cancellation less than 14 days prior to your arrival date: No refund

(If, at the time of cancellation, the refundable security deposit has already been paid, this will also be refunded.)

 

If required, we will provide free of charge a letter confirming the amount you paid for the accommodation so that you can claim this cost from your insurance company.

IF WE CANCEL OR AMEND YOUR BOOKING

We would not expect to have to make any changes to your booking, but sometimes problems occur and we do have to make alterations or, in exceptional circumstances, cancel bookings.

If this does happen, we will contact you as soon as is reasonably practical and inform you of the cancellation or the change to your booking.
In the event that we have to change your booking and are unable to provide you with an alternative of an equal standard and location, we will refund any money paid to us in full, and we shall be under no further liability.

YOUR ACCOMMODATION

The accommodation will be available for you from 16:00 on the day of your arrival. However, we will make every effort to have your accommodation ready for you earlier if possible.

You must vacate the property by 10:00 on the day of departure (- unless otherwise agreed in advance).

Please note the following when making your travel arrangements:

A late check-in fee (payable in cash on arrival) will apply at the following times:

For apartments:

20:00-23:00: € 25 Euros

23:00-01:00: € 70 Euros

 

For villas:

20:00-23:00: € 50 Euros

23:00-01:00: € 100 Euros

Check-in after 01:00am is not permitted. This means that if you are flying to Faro airport on the same day that you will be arriving at the accommodation, you should ensure that your flight is scheduled to land no later than 23:30.

On 24/31 December, we do not accept check-ins after 14:00.

On 25 December/1 January, we do not accept any check-ins.

On arrival, if you have not already provided these details online, you will be required to sign a Guest Registration form (which includes passport details) and/or to provide a copy of the passports of all persons who will be staying at the accommodation.

You and your party (but no more than the number of people stated on the booking form) are permitted to occupy the property for the holiday period for the agreed rental amount, payment of which is required in advance, together with use of the furnishings, kitchen equipment, crockery, glasses, bed linen, towels, etc. and stated facilities.

YOUR OBLIGATIONS

You agree to comply with the regulations described in terms & conditions as well as any conditions set out in the digital guest information folder (which you will be given access to prior to your arrival), and to ensure that they are observed by all members of your party.

You agree to keep and leave the property and the furnishings, kitchen equipment, crockery, glasses, etc clean and in good condition.

You agree not to remove toiletry bottles from the accommodation. (Toiletries are for use during your stay and are not to be removed from the accommodation. Any toiletries that are missing after your departure will be charged at 25 € per missing item.)

You agree not to cause any damage to the walls, doors or windows of the property nor to do anything that may be reasonably considered to cause a nuisance or annoyance to us or to any other occupier of adjoining or neighbouring properties.
We reserve the right to terminate without notice the rental period of any client whose behaviour is such that it causes distress, upset, damage, annoyance or danger to us, the property or any third party.

You agree to take all necessary steps to safeguard your personal property. No liability to you is accepted in respect of damage to or loss of such property.

You agree to ensure that each member of your party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage and other property) and health insurance (including evacuation and repatriation coverage). This should be in place at the time of making your reservation.

You cannot allow more people to stay in the property than expressly authorised (only the people named on the booking form should occupy the property), nor can you significantly change the makeup of the party during your stay in the property, nor can you take your pet into the property. If you do so, we can refuse to hand over the property to you or can require you to leave it. We will treat any of these circumstances as a cancellation of the booking by you.
Although our policy is not to accept any pets or animals in this property, you must be aware (in case of allergies) that it cannot be guaranteed that the property has not had animals there in the past.

You agree to respect the designated quiet hours (23:00-08:00) and not disturb the surrounding community with a disruptive level of noise (loud music, shouting, slamming doors, etc.).

You agree to allow us or any representative of ours access at any reasonable time during your stay for the purpose of essential repairs.

You must not use the property except for the purpose of a holiday during the holiday period, and not for a longer period. If you or any members of your party fails to vacate after the holiday period, we shall be entitled to charge you a fee proportionate to the rental for the continued period of occupation.

KEYS

In the interest of safety and security you must not give the keys to the property to anyone not defined on your booking form as being in your immediate party.

In the event that you lose the key(s) to the rental property, or lock yourselves out, or have a similar emergency (relating to keys / access to the property) requiring us to be called to assist you out of office hours, you will be responsible for an emergency call out charge.
During office hours, there is no charge for this service (Monday – Friday 09:00–17:30 and Saturday 09:00–14:00).
However, from 17:30–22:00 the call out charge is € 50 Euros and from 22:00–09:00, the call out charge is € 75 Euros. You will also be responsible for any charges resulting from such an incident, such as a locksmith call out fee.

NOTE: In most of our properties, if you leave a key on the inside of the door and then close the door behind you, you will not be able to open the door from the outside, even with another key. In this case we will have to call a locksmith to assist you, and you will responsible for any charges which arise from this.

If you lose a set of keys, you will be charged a replacement fee which varies depending on the type of lock. If a remote control for a garage / gates / car park is lost, there is an extra fee of € 50 Euros to replace it.

AIR CONDITIONING & HEATING SYSTEMS

The rental price that you pay for the accommodation includes all utilities (gas, water, electricity).
Please note that where a property has air conditioning, if used carelessly this can consume a lot of electricity. Therefore, when using air conditioning units please ensure that windows and doors remain closed (so that the air conditioning units can work efficiently).
If we find that air conditioning units are being used with windows and doors open, we will consider this to be ‘excessive’ use and we reserve the right to make a deduction from the security deposit to cover additional electricity charges caused by this careless usage.
Similarly, in the winter months if you intend to use central heating and/or the heating function of the wall-mounted air-conditioning units, please ensure that windows and doors remain closed when the heating is on.

HOUSEKEEPING & MAINTENANCE SERVICES

During your stay, the housekeeping team will visit the property to carry out their duties.

Normally, housekeeping visits take place between 10:00-17:30. Please note that it is not possible for us to advise you in advance of exact times of these visits.

If you are staying in a villa, it will also be necessary for pool and garden maintenance personnel to carry out their duties, including general gardening duties such as cutting grass, cleaning the pool, etc.

Gardens are usually maintained on a weekly basis, and pools are also normally checked and cleaned on a weekly basis.

In case of any issues that arise at the property, urgent property maintenance may also be required.

The above activities are necessary in order to maintain the property at a high standard.

However, we try to ensure that there is minimum disruption to your holiday – and we ask for your cooperation whenever service personnel need to visit the property.

NO SMOKING POLICY

For the benefit of all holidaymakers, there is a strict NO SMOKING policy in the property.
However, depending on the property that you are booking, smoking may be permitted outside on balconies and terraces. Please check with us first and we will confirm if smoking is permitted on the balcony or terrace of the property that you are booking.

COMPLAINTS

Every effort has been made to ensure that you have an enjoyable and memorable holiday. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible.

It is essential that you contact us if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless we are promptly notified.
No compensation will be offered if you deny us the opportunity to rectify matters during the holiday period.

We cannot accept responsibility for work taking place outside the boundary of a Property, nor for noise or nuisance resulting from third party activity over which we have no control or prior knowledge.
Should we be made aware of any works that may impact your enjoyment of your holiday, we will of course advise you.

Every effort will be made to ensure that your holiday runs as smoothly as possible and we will try to solve any problems as quickly and efficiently as we can. However, we cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, swimming pool filtration systems etc, nor for failure of public utilities such as water, gas or electricity.

PROPERTY UNAVAILABLE BEFORE HOLIDAY PERIOD

In the event that a property becomes unavailable for reasons beyond our control (e.g. fire, flood, sale, etc - including changes to rental license ('AL') laws) we will make every effort to find a suitable alternative property for the holiday period, but otherwise the rental amount and any other sums paid by you for the accommodation will be refunded.
You will have no other claim against us.

LIMITATION OF LIABILITIES

The use of the accommodation and amenities, where offered, is entirely at your own risk and no responsibility can be accepted for personal injury or death, nor for the loss or damage to your belongings.

We cannot accept liability or be held responsible for any alteration, delay or cancellation caused by war, or threat of war, riot or civil strife, terrorist activity, threatened or actual, natural disaster, fire, sickness, weather conditions, or acts from local government authorities, airports, port or mechanical or electrical breakdown to the property or anything under the heading of ‘Act of God’, or any similar events beyond our control. Please check your travel insurance as it may well cover these events.