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 canceled.
If there is no damage to the property during the stay, the deposit will be canceled 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 DOLCESTAY 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, DolceStay reserves the right to require guests to leave the accommodation without any compensation or refund of fees paid.
DolceStay 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 DolceStay 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 DolceStay.
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.
No pets (of any race, size, or age) are allowed in DolceStay accommodation. DolceStay reserves the right to require guests to leave the accommodation without any compensation or refund of fees paid if an animal is found inside.
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 DolceStay 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 DolceStay of such damages, can be held responsible for them.
Additional services
DolceStay 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.
DolceStay 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 DolceStay . 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 11:00 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 DolceStay team member can be present.
If a DOLCESTAY 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, DolceStay 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 DolceStay . If there are delays, without notice and without confirmation from DolceStay will be charged the amount of the security deposit a fee corresponding to the one-night rate.
At check-in DolceStay 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.
DolceStay 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. DolceStay 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 DolceStay 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 DolceStay .
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 DolceStay 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, DolceStay 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 neighbors, 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 behavior 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 DolceStay. Guests should listen to any instruction or explanation provided by DolceStay 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 DolceStay . 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
DolceStay service is legally limited to their accommodation and relationship with guests during the stay. DolceStay 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 DOLCESTAY . Minor changes in accommodation can occur in relation to the photos on the site, without compromising their general condition or amenities.
DolceStay 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.
DolceStay 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 DolceStay , as well as to the competent police or judicial authorities.
DolceStay is not responsible for potential delays, accidents, losses or changes in schedules or rates that are related to the services of our suppliers. DolceStay 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, DolceStay 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 DolceStay, 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 DolceStay , such as water or gas leaks, DolceStay 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 DolceStay will be liable to guests for any additional amount in connection with the cancellation of the reservation. DolceStay will not be responsible for the possible theft of objects left in the accommodation.
Amendments and Applicable Law
DolceStay reserves the right to update its terms and conditions at any time as necessary. It is responsibility of the parties that use DolceStay service to review these terms and conditions in the event of a change before making a reservation.
By agreeing to use the DolceStay 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 DolceStay .