Terms & Conditions

Last Updated: 01/10/2024

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.

Booking & Payment Terms
A non-refundable deposit of 25% is required at the time of booking to secure your reservation. The remainder of the rental amount is due 6 weeks prior to the arrival date. For bookings made within 6 weeks of the check-in date, the full amount is due at the time of booking. If the payment is not made on time, the booking will be considered cancelled, and the cancellation policy will apply.

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: 75% of prepayments will be refunded. The remaining 25% deposit is non-refundable.
• Cancellations made between 30 and 14 days before arrival: 50% of prepayments will be refunded. The remaining 50% of the rental amount is non-refundable.
• Cancellations made less than 14 days before arrival: No refunds will be issued, and 100% of the rental amount will be forfeited.

Please note that 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 before arrival for SEF (Serviço de Estrangeiros e Fronteiras) registration. You will receive an online form to complete this process prior to check-in. Failure to submit the necessary information may lead to delays or issues during check-in. Please ensure that all guest information is provided promptly and accurately.

Damages & Security Deposit
A refundable security deposit will be placed as a hold on your card to cover any potential damages to the property. This amount will be released after check-out, provided no damages or additional cleaning charges are incurred. Should any deductions be necessary for damages, you will be notified in advance.

Check-in & Check-out
Check-in is available between 4:00 pm and 6:00 pm. A member from HESTIA will meet you at the property during this time to provide access and hand over the keys. For arrivals after 6:00 pm, a key box will be available for self-check-in, and we’ll meet you the following day.
Check-out is by 10:00 am at the latest. If you are leaving earlier, 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 earlier check-ins or later check-outs can be made, but please note that these are subject to availability and cannot be guaranteed.

Emergency Contact Hours
While we are happy to assist with any concerns during your stay, please note that between 8:00 pm and 8:00 am, our contact number is reserved for emergencies only. For non-urgent matters, we kindly ask that you reach out during regular hours. We appreciate your understanding and cooperation.

Self-Catering & Amenities
Our properties are self-catering, allowing you the flexibility to enjoy your stay at your own pace. A welcome kit with basic essentials will be provided upon arrival, but these items will not be restocked during your stay.
Bed linen and towels will be provided for each guest, ensuring you have a comfortable experience.
Guests are responsible for maintaining the cleanliness of the property throughout their stay. Please ensure all rubbish is disposed of properly and that the barbecue, if used, is cleaned before your departure.
If a deeper clean is required upon check-out, this will be treated as damage, and the associated costs will be deducted from your security deposit.

House Rules and Guest Responsibilities
To ensure a pleasant stay for all guests, we kindly ask you to observe the following house rules:

1. Noise Levels: Please keep noise to a minimum, especially between 10:00 PM and 8:00 AM. Disturbances may result in penalties or even eviction if local authorities are involved.

2. Smoking: Smoking is prohibited indoors. You may smoke in designated outdoor areas only, and please dispose of cigarette butts responsibly. Any damage caused by indoor smoking will be charged at full replacement cost.

3. Pets: Pets are allowed only with prior approval. Unauthorised pets will result in penalties or cancellation of your booking.

4. Communal Areas: If your accommodation has shared spaces (e.g., pools, gardens), please respect other guests by keeping noise low and maintaining cleanliness. Follow any specific posted rules in these areas.

5. Cleanliness and Rubbish Disposal: Please keep the property tidy throughout your stay and dispose of waste in the designated bins. Recyclable items should be separated where applicable.

6. Care for the Property: We kindly ask that you treat the property and its contents with care. Any damages should be reported immediately. Deliberate or negligent damage will be deducted from your deposit.

7. Barbecue Cleaning: If you use the barbecue, please clean it before your departure. A deeper clean may be charged as damages if left in an unacceptable condition.

8. Maximum Occupancy: Only the guests listed on the booking are allowed to stay at the property. Hosting unauthorised guests or exceeding the occupancy limit may lead to penalties or cancellation of the booking.

9. Access to the Property: We reserve the right to access the property at any reasonable time for essential repairs or emergencies. We will always inform you beforehand and aim to cause minimal disruption.

10. 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.

Building Works Disclaimer
While we make every effort to ensure a peaceful and enjoyable stay, we cannot guarantee that there will be no nearby construction or building works during your visit. These activities, often carried out by third parties, are beyond our control. This may include noise, dust, or limited access to certain areas surrounding the property. Whenever possible, we will notify you in advance of any known or scheduled works that may affect your stay. However, we are not liable for any disturbance caused by unforeseen construction activity.

Loss of Facilities
Access to certain facilities, such as pools, gardens, gyms, or internet, may be interrupted temporarily due to maintenance, technical issues, or other unforeseen circumstances. While we strive to provide uninterrupted access to all amenities, we cannot be held responsible for temporary service disruptions that are beyond our control. Where possible, we will inform you in advance of any scheduled maintenance that may impact your stay.

Complaints
We are committed to ensuring your stay is as enjoyable and trouble-free as possible. If you experience any issues or have concerns during your stay, please inform us immediately so that we can address the problem promptly. You can contact us via email. Please note that complaints raised after your departure cannot be addressed, as we require the opportunity to resolve any issues while you are still in residence.

We appreciate your cooperation and understanding of these Terms & Conditions. Our goal is to provide you with a comfortable and enjoyable stay in our properties. By adhering to these guidelines, you help us maintain a pleasant environment for all guests. Should you have any questions or require further clarification on any of these terms, please do not hesitate to contact us. We look forward to welcoming you and ensuring your stay is a memorable one.