Reservation Terms and Conditions

Reservation Conditions

Reservations are subject to accommodation availability and payment confirmation.

To confirm a reservation, the guest must make the required payment according to the conditions applicable to each property.

The reservation rate, security deposit, cleaning fee, and any other applicable charges are those displayed on the individual accommodation page at the time of booking.

A security deposit is required for all properties to cover any damage caused to the accommodation and/or condominium. The deposit must be paid in cash at check-in.

If no damage occurs during the stay, the security deposit will be refunded in cash after check-out.

If the property is not left in the same condition as at check-in, the security deposit will be retained until the cost of repairing or replacing the damaged items has been settled.

The reservation may be cancelled if it is not possible to secure the required security deposit. Guests must therefore bring €200.00 in cash. If the security deposit cannot be collected, Casas & Papéis reserves the right to cancel the reservation without refunding any amounts already paid.

All prices include VAT at the legal rate in force.

Payment Methods

Online reservations may be paid using American Express, Visa or MasterCard credit cards.

Guests are also subject to the specific rules applicable to each accommodation.

Pre Check-in

Once the reservation has been completed, the booking holder will receive an email and/or SMS from Casas & Papéis confirming the reservation and providing important information about the accommodation, together with details of additional services (such as airport transfers or extra cleaning services).

Guests will be asked to complete an Accommodation Registration Form, which is essential for preparing their stay.

The Accommodation Registration Form will request, among other things:

  • Expected arrival time;
  • Total number of guests staying at the property (to ensure the correct amount of bed linen and towels is provided);
  • Information required by the Portuguese immigration authorities.

Guests must provide the exact number of occupants on the Accommodation Registration Form. The number of guests staying at the property may not exceed the number specified in the reservation. If this limit is exceeded, Casas & Papéis reserves the right to require the guests to leave the accommodation immediately, without compensation or refund.

Casas & Papéis accepts no responsibility for incorrect or incomplete completion of the Accommodation Registration Form.

Any attempt to alter and/or falsify the original information will invalidate the Accommodation Registration Form and may result in the cancellation of the reservation.

Cancellation Policy

Once the reservation has been confirmed, the following cancellation fees shall apply:

a) The guest will be charged 50% of the total reservation value if the cancellation is made up to 90 days before check-in.

b) The guest will be charged 100% of the total reservation value if the cancellation is made less than 15 days before check-in.

Should an overbooking situation occur (i.e. simultaneous reservations for the same accommodation), the guest expressly acknowledges and accepts that Casas & Papéis may relocate the reservation to accommodation of an equivalent category at no additional cost, without entitlement to any compensation

 

Stay Conditions

The reservation holder must be at least 18 years of age and must remain in the accommodation for the entire duration of 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 residential address, telephone number, and email address.

Pets (of any breed, size, or age) are not permitted in Casas & Papéis accommodations without prior approval. Some properties may allow pets subject to Casas & Papéis' authorisation. Casas & Papéis reserves the right to require guests to leave the accommodation immediately, without compensation or refund, if an unauthorised pet is found on the premises.

Smoking is strictly prohibited inside all accommodations.

In accordance with Article 45(1)(a) of the Convention Implementing the Schengen Agreement, the accommodation of foreign nationals (any person who is not a Portuguese citizen) must be reported to the relevant Portuguese authorities.

For this purpose, all foreign guests must provide the required identification details no later than the check-in date by completing the Accommodation Registration Form.

Guests must notify Casas & Papéis of any damage to the accommodation, its contents, equipment or accessories that occurs during their stay, even if they believe such damage is due to normal wear and tear or is not their responsibility. Failure to report such damage may result in the guest being held liable.

Additional Services

Casas & Papéis offers a range of additional services, including:

  • Private airport transfers;
  • Cleaning services;
  • Laundry services;
  • Baby cots;
  • Tickets for various tourist attractions.

All additional services are available upon request and subject to availability.

Casas & Papéis is not responsible for services provided by third-party suppliers.

Check-in and Check-out

At check-in, the reservation holder and all foreign guests will be required to present valid identification documents to confirm the information previously provided.

Unless otherwise agreed, check-in takes place between 3:00 p.m. and 9:00 p.m.

For late arrivals (after 9:00 p.m.), an express check-in service may be available, subject to prior confirmation with Casas & Papéis. Express check-in is only available if all guests have completed the Accommodation Registration Form in advance.

If express check-in is not available, late check-ins between 9:00 p.m. and midnight will incur a fixed fee of €30, payable in cash upon arrival.

Check-out must be completed by 11:00 a.m. Guests must vacate the accommodation by this time and should advise Casas & Papéis of their intended departure time so that a member of staff can be present.

If a Casas & Papéis representative cannot attend the check-out, guests may leave the keys on the main table inside the accommodation before closing the door. Keys must never be left in the door lock.

If a guest refuses to vacate the accommodation, Casas & Papéis reserves the right to enter the property, remove the guest's belongings, change the locks, and take any other necessary measures. The guest shall be responsible for all associated costs.

Any request to change check-in or check-out dates or times must be approved in advance by Casas & Papéis. Delays without prior notice or approval may result in a charge equivalent to one night's accommodation, deducted from the security deposit.

Only ONE set of keys will be provided at check-in. Guests are responsible for keeping the keys safe and must return all keys upon check-out.

The following charges apply:

  • Lost key (per key): €30
  • Emergency call-out (9:00 a.m. – 6:00 p.m.): €10
  • Emergency call-out (6:00 p.m. – 9:00 a.m.): €25

Should a locksmith be required, the guest will be responsible for the full cost of the service.

Locksmith charges depend on the complexity of the work, materials used, time required and other relevant factors.

Casas & Papéis accepts no responsibility for personal belongings left in the accommodation after check-out. Lost property may be returned upon request, with all shipping and handling costs being the sole responsibility of the guest.

Cleaning, Bed Linen and Towels

The accommodation is professionally cleaned before each arrival.

The standard Casas & Papéis service includes one set of bed linen, towels and basic toiletries for the first day of the reservation.

Additional cleaning services, together with replacement bed linen and towels, are available for an extra charge.

Guests are expected to keep the accommodation reasonably clean and tidy throughout their stay and to leave it in good condition upon departure to allow preparation for the next guests.

Guests must not leave rubbish inside the accommodation, outside the apartment door, or in the building's common areas (where applicable). Waste must be disposed of in the public bins provided.

Accommodation Equipment, Furniture and Contents

If an appliance is not functioning correctly, or if guests require assistance using any equipment, they should contact their Casas & Papéis host.

Guests are not permitted to alter the accommodation or any of its contents.

All items within the accommodation belong to the property owner and must not be removed from the premises.

Maintenance and Special Requests

Any issue within the accommodation (such as electrical faults, malfunctioning appliances or water leaks) must be reported immediately to Casas & Papéis by telephone or email.

Depending on the nature of the issue, repairs may take up to 72 hours, or longer if third-party contractors are required.

While respecting guests' privacy, Casas & Papéis reserves the right to access the accommodation whenever necessary for inspections, repairs or emergencies.

Extra beds and baby cots may be requested in advance but remain subject to availability.

 

Noise, Illegal Activities and Safety

In accordance with Portuguese law, the mandatory night-time quiet period is between 10:00 p.m. and 8:00 a.m. Guests must respect these quiet hours and avoid making excessive noise.

Guests must not disturb neighbours, particularly when entering or leaving the accommodation or the building in which it is located (where applicable).

Reservations for illegal or immoral activities are strictly prohibited.

The guest named in the reservation confirmation email is responsible for the conduct of all members of the group and agrees to ensure that no illegal activities take place during the stay.

Guests are not permitted to invade the owner's privacy or publish any information that could enable third parties to identify the property's address or the owner's identity, even if such information is already publicly available.

Guests are primarily responsible for their own safety during their stay with Casas & Papéis and must follow any instructions or guidance provided during check-in.

Should a guest become aware of any situation that may present a health or safety risk, they must immediately inform Casas & Papéis.

Before leaving the accommodation, guests must ensure that:

  • All gas appliances are switched off;
  • Windows are closed;
  • Air conditioning and central heating are switched off;
  • All lights are turned off.

Liability

Casas & Papéis' responsibility is legally limited to the accommodation itself and to the relationship with guests during their stay.

Casas & Papéis shall not be held liable for matters beyond the accommodation, including but not limited to:

  • Building cleaning or maintenance;
  • External noise;
  • Construction works;
  • Neighbours;
  • Any other issue not directly related to the accommodation itself.

Photographs and descriptions of the accommodation are produced by Casas & Papéis. Minor changes to the property may occur after publication without affecting its overall standard or amenities.

Casas & Papéis will not provide compensation, refunds or alternative accommodation solely on the basis of the property's appearance or its surrounding area. Guests are responsible for ensuring that the location and neighbourhood meet their expectations before making a reservation.

Casas & Papéis shall not be liable for any direct or indirect loss or damage occurring during the stay, including but not limited to:

  • Personal injury;
  • Theft or burglary;
  • Criminal acts;
  • Losses caused by fire;
  • Misconduct by third parties;
  • Interruptions or failures in the supply of gas, electricity, water, telephone or internet services.

Any theft, burglary or criminal activity must be reported immediately both to Casas & Papéis and to the competent police or judicial authorities.

Casas & Papéis is not responsible for delays, accidents, losses, schedule changes or price changes relating to services provided by third-party suppliers. Nor shall Casas & Papéis be liable for errors or omissions, false statements made by third parties, disputes between guests and third parties, or the content of external websites other than the platform through which the reservation was made.

If guests fail to comply with these Terms and Conditions or behave inappropriately, Casas & Papéis reserves the right to require them to leave the accommodation immediately, without compensation or refund of any amounts paid.

Applicable Law and Force Majeure

This agreement is entered into between the guests and Casas & Papéis, a company duly authorised to provide short-term accommodation rental services.

This agreement grants guests the right to occupy the accommodation only for the agreed period and under the agreed conditions.

Guests are not tenants of the accommodation and do not acquire exclusive possession of the property.

Should the reserved accommodation become unavailable due to circumstances beyond the reasonable control of Casas & Papéis (including, but not limited to, water leaks or gas leaks), Casas & Papéis shall not be liable for any inconvenience caused. However, every reasonable effort will be made to relocate the guest to accommodation of a similar standard.

If the guest does not accept the alternative accommodation, all amounts paid will be refunded (excluding charges relating to any nights already used, where applicable). Neither the property owner nor Casas & Papéis shall have any further liability or obligation to compensate the guest.

Casas & Papéis shall not be responsible for the theft of personal belongings left in the accommodation.

Amendments and Governing Law

Casas & Papéis reserves the right to amend these Terms and Conditions at any time whenever necessary.

It is the responsibility of all parties using the Casas & Papéis services to review the latest version of these Terms and Conditions before making a reservation.

By using the Casas & Papéis services, guests acknowledge and accept any amendments to these Terms and Conditions and agree to comply with the updated provisions. Nothing in these Terms and Conditions affects the guests' statutory rights.

These Terms and Conditions shall be governed by and construed in accordance with the laws of Portugal.

The Portuguese Courts shall have exclusive jurisdiction over any dispute or legal proceedings arising from or relating to any reservation made with Casas & Papéis.