Terms & Conditions

Last Updated: 08/01/2026

Welcome to HESTIA!

We’re delighted that you’ve chosen to stay with us and are committed to making your experience as enjoyable and seamless as possible. To ensure a smooth journey from the moment you book until your departure, we’ve outlined some important Terms & Conditions.

These Terms & Conditions apply to all bookings made directly with us, as well as those made through external portals. They are in addition to any terms specified by each portal and do not replace them. By booking with HESTIA, you also agree to our Privacy Policy, which explains how we collect and process your personal data.

Booking & Payment Terms

A 50% deposit is required at the time of booking to secure your reservation. The remaining 50% is due 6 weeks (42 days) before your arrival date. For bookings made within 6 weeks of the check-in date, the full amount is due at the time of booking. If payment is not made on time, the booking will be considered cancelled, and the cancellation policy will apply.

Payments and security deposits are processed securely through third-party providers. Please refer to our Privacy Policy for details on how your payment information is handled.

Cancellation Policy

We understand that circumstances may change, and we strive to be accommodating. The following cancellation terms apply:

• Cancellations made 30 days or more before arrival: 50% of prepayments will be refunded.
• Cancellations made between 30 and 14 days before arrival: 25% of prepayments will be refunded.
• Cancellations made less than 14 days before arrival: No refunds will be issued, and 100% of the rental amount will be forfeited.

All cancellations must be submitted in writing. The date of cancellation will be the date your written request is received.

SEF Registration

In compliance with Portuguese law, all guests are required to submit passport or identification details prior to arrival for AIMA (Agência para a Integração Migrações e Asilo) registration. You will receive an online form to complete this process before check-in.

By providing this information, you consent to the collection and processing of your personal data in accordance with our Privacy Policy.

Failure to submit the necessary information may lead to delays or issues during check-in. Please ensure all guest information is provided promptly and accurately.

Damages & Security Deposit

A security deposit will be placed as a hold on your card to cover potential damages to the property. The exact amount varies by property and can be found on the property's page under "Policy and Notes."

Each hold is valid for 5 days and may need to be renewed throughout your stay. Once released, funds may take up to 10 business days to become available again, depending on your card issuer.  The hold will be fully released within a week after check-out, provided no damages or additional cleaning charges are incurred. If any deductions are necessary, you will be notified in advance.

Check-in & Check-out

Check-in: 4:00 pm – 6:00 pm, with a HESTIA team member meeting you at the property. For arrivals after 6:00 pm, a key box is available for self-check-in, with follow-up the next day.

Check-out: By 10:00 am. Upon departure, please close all windows and doors and leave the keys inside the property. 

Unfortunately, we do not have facilities to store luggage before check-in or after check-out.

Special requests for early check-in or late check-out are subject to availability and cannot be guaranteed.

Emergency Contact Hours

We are available to assist with any concerns during your stay. Between 8:00 pm and 8:00 am, the contact number is reserved for emergencies only. For non-urgent matters, please contact us during regular hours.

Self-Catering & Amenities

Our properties are self-catering. A welcome kit with basic essentials is provided, but these items will not be restocked during your stay.

Bed linen and towels are provided for each guest.

Guests are responsible for maintaining cleanliness and proper rubbish disposal.

Deeper cleaning upon check-out, if required due to guest actions, may be treated as damage and deducted from the security deposit.

House Rules and Guest Responsibilities

To ensure a pleasant stay for all guests, please observe the following:

1. Noise Levels: Keep noise to a minimum, especially between 10:00 pm and 8:00 am. Disturbances may result in penalties or eviction.
2. Smoking: Prohibited indoors. Smoking is allowed in designated outdoor areas only. Damage caused by indoor smoking will be charged at full replacement cost.
3. Pets: Only allowed with prior approval. Unauthorized pets may result in penalties or booking cancellation.
4. Communal Areas: Respect other guests in shared spaces. Follow posted rules.
5. Cleanliness & Rubbish: Maintain property tidiness and dispose of waste correctly.
6. Care for the Property: Treat the property and contents with care. Deliberate or negligent damage will be deducted from the security deposit.
7. Barbecue Cleaning: Clean before departure. Failure may result in additional charges.
8. Maximum Occupancy: Only guests listed on the booking are allowed to stay. Unauthorized guests may lead to penalties or cancellation.
9. Consequences of Rule Violations: Failure to adhere to these rules may result in penalties, deductions from your deposit, or eviction from the property. In such cases, refunds will not be issued.
10. Access to Property: HESTIA reserves the right to access the property for essential repairs or emergencies with prior notice wherever possible.

Building Works Disclaimer

While we strive to ensure a peaceful stay, we cannot guarantee the absence of nearby construction or building works. We are not liable for disturbances caused by third-party construction activities, noise, dust, or limited access to surrounding areas.

Loss of Facilities

Access to amenities such as pools, gardens, gyms, or internet may be temporarily interrupted due to maintenance, technical issues, or other unforeseen circumstances. We will inform guests in advance where possible but are not liable for temporary disruptions.

Updates to These Terms & Conditions

We may update these Terms & Conditions from time to time to reflect changes in legal requirements, our practices, or operational needs. Any updates will be published on this page with a revised “Last Updated” date.

Complaints

If you experience any issues during your stay, please contact us immediately so we can address them promptly.

For concerns about personal data, you may contact us via our Privacy Policy or lodge a complaint with the Portuguese Data Protection Authority (CNPD).

Complaints raised after departure cannot be addressed if we did not have the opportunity to resolve them during your stay.

We appreciate your cooperation and understanding of these Terms & Conditions. Our goal is to provide a comfortable and enjoyable stay. By adhering to these guidelines, you help maintain a pleasant environment for all guests.

For any questions or clarification, please contact us. 

We look forward to welcoming you and ensuring your stay is memorable.