TERMS AND CONDITIONS
Booking Conditions
Reservations made are subject to availability and confirmation of payment.
To confirm the reservation, the guest must make the respective payment, in accordance with the provisions for each accommodation.
The values of the reservation rates, deposit, cleaning fee or others, are those announced at each moment at the page of each accommodation.
In all accommodations, a damage deposit is required to cover any damages caused to the property and/or condominium. The retention of the deposit amount will be made at check-in, when it is in person, or within 48 hours before the start of the reservation, via online, when an express check-in is carried out. No amount will be charged to guests, consisting of a retention that will not allow them to access these funds until the retention is cancelled.
If there is no damage to the property during the stay, the deposit will be cancelled after check-out using the same credit card, which will take place up to 7 days after check-out.
If the property is not in the same condition, the amount of the deposit will be retained until payment of the damaged elements.
The reservation will be subject to cancellation if it is not possible to make an authorization withholding the amount of the deposit, so it is important that the guest makes sure that his credit card is valid and has sufficient funds. If it is not possible to retain the deposit, you will be notified by email or SMS and will have 12 hours to try to use another payment method.
All prices include VAT at the legal rate in force.
Payment options
Payment for reservations can be made by American Express, Visa or MasterCard credit card.
Guests are also subject to the special rules available in each accommodation.
Pre-check-in
Upon completion of the reservation, the reservation holder will receive an email and/or a SMS from LisbonStay Apartments with reservation’s confirmation and with important explanations about the accommodation and information about additional services (such as transfer service or extra cleaning service).
Guests will be asked to complete an Accommodation Bulletin which is of the utmost importance for the preparation of the stay.
The Accommodation Bulletin will request namely the time of arrival, the total number of people staying – so that we can provide the right amount of bed linen and bath towels – as well as mandatory information regarding foreign and border services.
Guests must indicate the exact number of people in the Accommodation Bulletin. The number of guests specified in the reservation cannot exceed the number of guests present at the accommodation. If the number of guests exceeds the limit, LisbonStay Apartments reserves the right to require guests to leave the accommodation without any compensation or refund of fees paid.
LisbonStay Apartments cannot assume any responsibility for the incorrect or non-filling of the Accommodation Bulletin.
Any attempt to alter and/or violate the original information will invalidate the Accommodation Bulletin and will be subject to cancellation of the reservation.
Cancellation policy
After confirming the reservation, the following fees will apply in case of cancellation:
a) The guest will pay 50% of the total amount of the reservation, in case of cancellation up to 30 days before check-in.
b) The guest will pay 100% of the total amount of the reservation, in case of cancellation less than 30 days before the check-in date.
If an overbooking situation occurs (that is, simultaneous reservations in the same accommodation) in the accommodation reserved by the guest, the guest expressly acknowledges and accepts that LisbonStay Apartments reallocates the reservation in a accommodation of the same category (in any case, ensuring that the quality of the Accommodation provided is not inferior to the accommodation booked by the Customer), without additional costs for the Guest, and without, for that reason, being entitled to any compensation from LisbonStay Apartments.
Stay conditions
The reservation holder must be at least 18 years old and must stay in the accommodation booked for the entire stay. Guests under 18 can only be accommodated if accompanied by an adult who is the holder of the reservation.
The reservation holder must provide a valid address, a telephone contact and an email address.
LisbonStay Apartments reserves the right to require guests to leave the accommodation without any compensation or refund of fees paid if an animal is found inside without any advance communication to LisbonStay Apartments about the existence of pets (of any race, size, or age).
Smoking is not permitted inside the accommodation
Under the terms of article 45 no. 1 (a) of the Convention for the Application of the Schengen Agreement, the accommodation of foreign citizens must be communicated to the foreign and border services, thereby understanding all those who are not Portuguese nationals.
For the purposes of the preceding paragraph, all guests with foreign nationality must provide all information regarding their identification, up to the maximum period of the check-in date, through the Accommodation Bulletin.
Guests must notify LisbonStay Apartments of any damage to the accommodation, contents, equipment, or accessories that occurs during their stay, even if the guest considers the damage to be regular wear and tear and not their fault. If the guest does not notify LisbonStay Apartments of such damages, can be held responsible for them.
Additional services
LisbonStay Apartments offers several additional services to guests, such as private transfers, cleaning and laundry services, cribs, tickets to various tourist attractions.
All additional services are carried out on request and are subject to availability confirmation.
LisbonStay Apartments is not responsible for any services provided by external suppliers.
Check-in and Check-out
Upon check-in, identification documents of the person responsible for the reservation, as well as all foreign guests, will be requested for the purpose of confirming the information provided.
Unless otherwise agreed, the accommodation will be occupied on the check-in date between 16:00 and 20:00.
In case of late check-in – from 20:00 – check-in express service may be provided, and the guest must confirm this possibility in advance with LisbonStay Apartments. The express check-in service depends on the prior full Accommodation Bulletin fill by the guests.
For late check-ins, and when it’s not possible to provide express check-in service, a fixed fee of €30 will be charged, which must be paid upon check-in.
Check-out is until 10:00 am and all guests must leave the accommodation by the scheduled time. Guests are kindly requested to inform the desired check-out time so that a LisbonStay Apartments team member can be present.
If a LisbonStay Apartments member is not able to show up at checkout time, the guest can leave the keys at the main table inside the accommodation and close the door. The guest should NOT leave the keys in the door lock.
If the guest refuses to leave, LisbonStay Apartments reserves the right to enter the accommodation, remove their belongings, change the locks, and also take other measures that may be necessary. (The guest will be responsible for the costs of any such action)
Any changes to the dates and times of departure and entry must be confirmed by LisbonStay Apartments. If there are delays, without notice and without confirmation from LisbonStay Apartments will be charged the amount of the security deposit a fee corresponding to the one-night rate.
At check-in LisbonStay Apartments provides only ONE set of keys, and guests should be careful not to lose or leave it inside the apartment. Guests must return all keys upon check-out.
Additional fees will be charged for lost keys or lockouts. Fees are charged as follows:
Lost Keys (price per key) – 30 euros
Emergency visit (between 9:00 and 18:00) – 10 euros
Emergency visit (between18h00 and 9h00) – 25 euros
If it is necessary to hire a locksmith service, the guest will be responsible for the total amount charged by the service provider.
The service provider fee is based on complexity, materials, time spent, and other variables.
LisbonStay Apartments is not responsible for any item left inside the apartment after the guest’s departure. Any belongings found in the apartment can be returned on request. The guest is fully responsible for all expenses related to the process of returning their belongings.
Cleaning, sheets and towels
Accommodation will be cleaned before guests arrive. LisbonStay Apartments basic service includes a set of towels, bed linen and some toiletries for each booking.
Additional cleaning services and products, including linen and towel change, are available for an additional fee.
Guests must keep the accommodation as organized and clean as possible, delivering it at check-out in the best cleaning conditions so that LisbonStay Apartments can receive the next guest.
Guests should not leave the trash inside the accommodation, next to the door of the same or outside the door of the building (when applicable) and should use the trash cans on the street intended for this purpose.
Equipment, furniture and accommodation items
If a device does not work, or if guests are unsure how to use any equipment in the accommodation, the guest should contact the host in charge of LisbonStay Apartments.
Changes to the accommodation or its contents are not permitted.
All items found in the accommodation belong to the owner and should not be moved or removed from the property during the stay.
Maintenance and special requests
Any and all problems within the accommodation (e.g., electrical problems, equipment malfunction, water leaks) should be immediately reported to LisbonStay Apartments by email or telephone. Depending on the problem, the resolution can take up to 72 hours or more if it depends on third-party services.
While respecting guest privacy, LisbonStay Apartments reserves the right to access accommodation at any time, if necessary, for inspections, reparations, and emergencies.
Extra beds and baby cots can be requested in advance but are limited to availability at the moment.
Noise, Illegal Activity, Security
According to the law, the night rest period is between 10 pm and 8 am, so guests must remain silent.
Guests should not disturb the neighbours, namely when opening or closing the door of the accommodation or the door of the building where it is integrated (when applicable).
Reservations for illegal or immoral activities are not accepted.
The guest whose name is in the booking confirmation email will be responsible for the behaviour of the entire group and agree so agrees to avoid all illegal activity.
Guests are not authorized to invade the owner’s privacy or publish something that may allow third parties to identify the property’s address or the identity of the owner (even if such information is already in the public domain).
Guests are solely responsible for their own safety during their stay with LisbonStay Apartments. Guests should listen to any instruction or explanation provided by LisbonStay Apartments upon check-in.
If a guest becomes aware of something during their stay that they believe is a health and safety risk, they should immediately inform LisbonStay Apartments. When leaving the accommodation, guests must make sure that they leave the gas appliances turned off, the windows closed, the air conditioning, the central heating, and the lights off.
Responsibility
LisbonStay Apartments service is legally limited to their accommodation and relationship with guests during the stay. LisbonStay Apartments will not be liable for any occurrences outside the boundaries of the accommodation, such as cleaning and maintenance of the building, exterior noise, construction, neighbors, or any other matter not directly related to the accommodation itself.
Photos and descriptions of the accommodations are produced by LisbonStay Apartments. Minor changes in accommodation can occur in relation to the photos on the site, without compromising their general condition or amenities.
LisbonStay Apartments will not compensate guests, refund fees, or transfer guests to other accommodation based on their appearance or surroundings. It is the responsibility of the guests to ensure, before booking, that the area or neighborhood they choose to stay in is to their liking.
LisbonStay Apartments is not responsible for any damages caused, directly or indirectly, that may occur during guests stay in the accommodation, such as personal injury, robbery, theft or criminal behavior, losses due to fire or misconduct, etc. The same applies in relation to any deficiencies in the supply of gas, electricity, water, telephone, or internet.
All robberies, thefts or any criminal behavior must be reported by guests immediately to LisbonStay Apartments, as well as to the competent police or judicial authorities.
LisbonStay Apartments is not responsible for potential delays, accidents, losses or changes in schedules or rates that are related to the services of our suppliers. LisbonStay Apartments is not responsible for errors and/or omissions, false statements by third parties, disputes between a guest and a third party, or for the content of external links other than the one in which the booking was made.
In the event that guests do not comply with these terms and conditions, or in the event of misconduct on the part of guests, LisbonStay Apartments reserves the right to require them to leave the accommodation without any compensation or reimbursement of the fees paid.
Legislation and fortuitous events
This agreement is concluded between guests and LisbonStay Apartments, which is duly authorized to arrange the rental of the accommodation. This agreement gives guests permission to occupy the accommodation during the period and in the agreed terms.
Guests are not tenants of the accommodation and do not hold sole ownership of the accommodation. In the rare event that a reserved accommodation becomes unavailable due to damage caused by any circumstances not attributable to LisbonStay Apartments, such as water or gas leaks, LisbonStay Apartments will not be liable for the inconvenience caused, however, it will take all necessary steps to move the guest to accommodation with similar characteristics.
If guests do not accept the change, the total amount (excluding costs related to the days on which the apartment was used by the guest, if applicable) will be refunded, but neither the owner nor LisbonStay Apartments will be liable to guests for any additional amount in connection with the cancellation of the reservation. LisbonStay Apartments will not be responsible for the possible theft of objects left in the accommodation.
Amendments and Applicable Law
LisbonStay Apartments reserves the right to update its terms and conditions at any time as necessary. It is responsibility of the parties that use LisbonStay Apartments service to review these terms and conditions in the event of a change before making a reservation.
By agreeing to use the LisbonStay Apartments service it is understood that the guest accepts any changes and that all parties will comply with those changes. These terms and conditions do not affect guests’ rights.
These terms and conditions are subject to Portuguese law. The Portuguese Courts have exclusive jurisdiction in case of legal action relating to any accommodation reservation with LisbonStay Apartments.
PRIVACY POLICY
The protection of your personal data is a priority for LisbonStay Apartments. Below, we describe who we are, for what purposes we can use your personal data, how we treat it, with whom we share it, how long we keep it, and also the ways to get in touch with us and to exercise your rights.
Who are we?
Your data will be treated by LisbonStay Apartments.com – Mariana Faria, fiscal number 222977663, (hereinafter referred to as LisbonStay Apartments).
LisbonStay Apartments is the data controller within the meaning General Data Protection Regulation (hereinafter referred to as GDPR).
Why do we treat your information?
Your personal data may be collected and processed by LisbonStay Apartments for the following purposes:
a) For the fulfilment of legal obligations to which LisbonStay Apartments is subject, in particular communications to foreign and border services and billing purposes.
b) For the purpose of performance of Temporary accommodation contract for tourists or the Local Accommodation Management Contract celebrated with LisbonStay Apartments, particularly payment transactions, management of check-in’s and check-out’s, management of guests, charge a deposit, providing complementary services to the stay as cleaning, transfers and breakfast or grocery services, contractual obligation management or for pre-contractual diligence purposes.
c) For the purpose of mobile and email communications, with information and commercial communications, digital platforms, within the scope of LisbonStay Apartments marketing strategies, commercial and contractual information and communications, as well as for requests for information.
d) For the purpose of protecting property or held assets by LisbonStay Apartments, as well as for statistical analysis purposes.
The non-supply of personal data for the purposes provided for in points (a) and (b) leads LisbonStay Apartments in non-compliance with statutory obligations and consequently the possibility of resolution of the Temporary Accommodation Contract for Tourists or the Local Accommodation Management Contract celebrated, without the right to any compensation, as well as deficit services provided by LisbonStay Apartments that cannot be attributable to it.
What kind of personal data do we collect?
Within the scope of its activity, LisbonStay Apartments will collect and process the personal data necessary to provide the contracted services, requests for information or pre-contractual management, namely identification, contact, bank or payment card data.
What do we treat your information for?
The processing of your personal data will be carried out on the basis of the implementation of the temporary accommodation contract to tourists, of the Local Accommodation Management Contract and the fulfilment of legal obligations imposed on LisbonStay Apartments, in particular by legislation on matters of entry, permanence and departure of foreigners in the national territory and fiscal legislation (article 6 no. 1 (b) and (c) of the GDPR).
In addition, the personal data collected for the purposes provided for in point (c) of the preceding paragraph are based on the consent by itself rendered to LisbonStay Apartments for their treatment (article 6 no. 1 (a) of the GDPR).
For the purposes provided for in point (d) of the preceding paragraph, LisbonStay Apartments shall proceed to the processing of personal data, based on the legitimate interest it has pursued (article 6 no. 1 (f) of the GDPR).
How long have do we keep your information?
Without prejudice to legal provisions, regulatory or judicial determination in contrary, the personal data collected shall be kept only for the minimum period necessary for the purposes which have motivated their collection or subsequent treatment.
Who can we transmit your personal data?
LisbonStay Apartments may need to share some of your personal data with other recipients. These recipients include:
a) Organisations and/or companies affiliated to LisbonStay Apartments whenever they respect an equivalent policy on the protection of personal data.
b) Public entities to which LisbonStay Apartments is legally obliged to provide information, in particular the Foreign and Border Services and the DGCI – Directorate-General for Taxes.
c) Subcontractors providing certain services related to your personal data under the cover of a sub-contract and with the sole purpose to provide technical assistance to LisbonStay Apartments. These include, particularly, site hosting providers, mail marketing service providers, cleaning service companies, lawyers firms, accounting firms and insurance companies.
d) Competent authorities to which LisbonStay Apartments is legally obliged to disclose information during judicial proceedings or to detect technical and/or security problems, such as judicial entities or competent control authorities.
Are my data transferred to countries outside the European Union?
Your personal data, collected by LisbonStay Apartments, will not be transferred to any entity established outside the territory of the European Union.
Exceptionally and subject to certain conditions, LisbonStay Apartments may transfer your personal data to countries outside the territory of the European Union, in accordance with the applicable legislation, namely for the purposes of data hosting or storage, technical processing subcontracting, back-up and recovery of hosted data, development of services.
LisbonStay Apartments assures you that it will not transfer your personal data to countries that do not guarantee an adequate level of protection, in accordance with the provisions of the GDPR.
What are my rights?
At any time, in accordance with GDPR, you may request access to your personal data, as well as to its rectification or deletion, limitation of the treatment performed, the right of opposition and the right to data portability.
If the applications submitted are manifestly unfounded or excessive, in particular due to their repetitive nature, LisbonStay Apartments may require payment of a reasonable fee taking into account the administrative costs of providing the information or communication, or taking the measures requested or refusing to comply with the request.
In the case of personal data whose treatment by LisbonStay Apartments is legitimate in the consent granted by you, the right to withdraw the consent is granted, without the exercise of such right being able to compromise the lawfulness of the treatment carried out with on the basis of the consent previously given, nor the subsequent processing of the same data, based on another legal basis, such as the fulfilment of the contract or the legal obligation to which LisbonStay Apartments is subject.
It also has the right to file a complaint with the National Data Protection Commission.
Security and confidentiality
We are committed to keeping your data secure and we use appropriate security measures to ensure your personal data are protected and to prevent access to them by unauthorised persons. However, the transmission of data over the Internet is not completely secure and we cannot provide an absolute guarantee of the security of the information transmitted through our site.
We also respect the confidentiality of your information. Therefore, we do not sell, distribute or make your information commercially available in any other way, to any third party. LisbonStay Apartments undertakes to keep your information confidential in accordance with this Privacy Policy and with the applicable legislation.
Do you have any questions?
If any doubts remain in relation to the processing of your personal data, or if you wish to exercise any of your rights, please contact us:
E-mail: info@lisbonstayapartments.com
Adress: Rua José Rodrigues Migueis 1, Lisboa 1500
Please keep in mind that LisbonStay Apartments occasionally updates this Privacy Policy. Therefore, please review this document from time to time to ensure you have the latest information.
COOKIE POLICY
What are cookies?
We may collect information from you using “cookies”. Cookies are small data files stored on your computer’s hard drive, or mobile device in your browser.
We may use both cookies (which expire after you close your browser) and cookies without an expiration date (which remain on your computer, or mobile device until you delete them) to provide you with a more personal and interactive experience on our website.
We use two types of cookies: Cookies placed by us on your computer or mobile device, which we use to recognize you when you return to visit our website; and third-party cookies that are for services provided by third parties on our website, and that can be used to recognize when your computer, or mobile device visits our and other websites.
Cookies we use
Our website may use the following cookies described below:
Essential cookies
These cookies are necessary to provide the services available on our website, so that you are able to use some of its features. For example, they may allow you to log in to the owner area, or to upload content from our website quickly. Without these cookies many of the services available on our website may not work properly, and we only use these cookies to provide you with a good service.
Function cookies
These cookies allow you to remember the choices you made on our website, such as language, login details, as well as other choices you made that can be customized by you. The purpose of these cookies is to remember all the choices you made to create a more personalized experience without having to re-enter your data on our website.
Analysis and performance cookies
These cookies are used to collect information about traffic on our website and how users use and navigate the website. The information collected does not identify any user in particular. It includes the number of visitors to our website, the websites that recommend our website, the pages that users visit, the possible websites they have previously visited and other similar information. We use this information to improve and monitor the activity of our website.
We use Google Analytics for this purpose, which uses its own cookies. They are used only to improve the way our website works.
You can find out more information about Google Analytics cookies here:
https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage
Learn more about how Google protects your data here:
http://www.google.com/analytics/learn/privacy.html
You can avoid using this Google Analytics cookie on your browser by installing an extension on google chrome, you can download this extension here:
https://tools.google.com/dlpage/gaoptout?hl=pt-BR
Advertising cookies
These cookies analyse how you browse so that we can show you ads that are likely to be of interest to you. These cookies use information from your browsing history that with your permission shows you relevant third-party ads, based on your interests. You can disable cookies that store your browsing history by visiting the website http://www.youronlinechoices.com/uk/your-ad-choices. If you choose to remove this type of cookies, you will still see the ads, but they will not be relevant according to your interests.
Social network cookies
These cookies are used when you share information on social networks, or in some way you have access to our content through social networks such as Facebook, Twitter, Instagram or Linkedin.
Disabling cookies
You can remove or reject the use of cookies through your browser settings. To do this, we recommend that you follow your browser’s instructions (you can usually find this information in your browser’s “settings” in “help”, or “tools”). Most browsers automatically accept cookies until you change their settings.
If you do not accept our cookies, your experience on our site will not be as pleasant. For example, we may not recognize your computer or mobile device and you may have to log in each time you enter our website.
CONSUMER DISPUTES
CONSUMER INFORMATION
In case of dispute the consumer may resort to an Alternative Resolution Entity Consumer disputes:
Centro de Arbitragem de Conflitos de Consumo de Lisboa – CACCL
Rua dos Douradores, nº 112 - 2º, 1100 - 207 Lisboa
Tel: (+351) 218 807 030
Fax: (+351) 218 80 70 38
Email: juridico@centroarbitragemlisboa.pt
More information at Portal do Consumidor
Complaints book