Terms and conditions

Prices include cleaning and all taxes except City Tax (2 euros per night and per guest over 13 years old, up to 7 nights per stay).

Kids under the age of 3 are free of charge and should also be registered in advance.

Booking of apartment should be made via our website, also by email (inquiries@hermitagecastelo.com) or on the phone (+351 963 772 783).

General

These terms and conditions are governing the use of this website and the agreement established between both parties. These terms and conditions set out the rights and obligations of the client, on one hand, and Hermitage Castelo Lda, on the other hand, for the services offered through this website. Before making any booking, please read these terms.
If you do not agree to them, you should refrain from making any reservation.

Booking

The payment of the booking confirms the acceptance of the terms and conditions set out here and shall be binding on all the persons (the client and his guests) intending to occupy the premises.

Payment terms

The full value of the booking will be debited at the time of reservation. Any cancellation made up to 14 days  prior to the date of check-in will entitle to  100% refund. In case of a reservation made withing 14 days of check-in, the full value of the booking will be debited on credit card and no refund will be made in case of cancellation.

Rates

All the rates published on this website are quoted in Euro (€). For Suite Estrela and Suite Santos apartments, the rates are for 2 persons. For the two bedrooms apartments, rates are for an occupancy of 4 persons. Within the maximum occupancy of each apartment, a daily fee of 15€ will be charged for each additonal guest. The city tax of 2€ per guest per night will also be added at the time of booking.  Rental of a property comes with the facilities listed on the relevant web page.

Credit card details

Credit card details of the client are required to pay for a booking and shall be use as a guarantee for any damages made in the property during the stay of the client. Hermitage Castelo will charge the credit card via a secured payment system certified to PCI. 

Included / not included

Rates include normal use of water, cost of electricity, daily housekeeping services of the apartment. Rates do not include excessive cleaning of the appartment to be required upon departure. Additional services such as those of breakfast, extra cleaning service, massage and driver can be arranged separately via email.

Cancellations

Reservations can be cancelled or amended free of charge up to 14 days prior date of arrival. Any cancellation made within 14 days prior to arrival will not entitle the guest to any refund. 

Checking in & out

Check-in time is from 15:00 and check-out time is until 12:00, unless other-wise agreed. An email or SMS will be provided to the client 48 hours prior arrival with exclusive codes to access the property and the rented apartment. These codes will only remain valid during the stay of the client.

Standard of accommodation

We trust all the properties shown on the web site are accurately presented. The properties available for rent are not graded as per the hotel industry conventional way. No stars are affected. However, they are all of a high standard of cleanliness, comfort and furnishing.

Restrictions / Occupancy / Number of guests

No smoking is allowed in the property. No pets will be accepted.


On arrival, all guests will be asked for their passports or identity cards in accordance to compulsory local regulations for registration of visitors in Portugal.

The capacity of each property has been allocated according to the size of the apartment and facilities provided. The maximum number of guests is clearly stated on this website. In case of doubts, the client should check his booking. Children under the age of 2 are free of charge, please let us know at the time of booking for coordination. When making a booking, the client should state the number of guests who will be staying in the property. Hermitage Castelo reserves the right to refuse extra guest(s) if the number exceeds the number of guests indicated at the time of booking. If extra guest(s) arrive at the property on or after the arrival date unexpectedly, Hermitage Castelo reserves his rights to turn the additional guest(s) away or will ask for the appropriate additional charge if the total number of guests does not exceed the maximum capacity.

Complaints

If the client encounters unexpected challenge or problem during his stay in the property or if he considers having any valid reason to lodge a complain, the matter should first be taken up with the team of Hermitage Castelo. If no satisfactory solution could be found, any dispute will be subject to the jurisdiction of the Portuguese courts. Whatever the scenario, it is clearly understood by the client that Hermitage Castelo will carry no liability beyond the value of the full refund of a booking made. Hermitage Castelo will not accepts complaints from a client after its departure as it will no longer be possible to investigate the complaint effectively.

Conduct & behavior

The client in charge of the booking is responsible for the correct and appropriate behavior of all guests staying at the apartment. Should any member of the party not behave in proper manners, Hermitage Castelo reserves the right to request the offending guest(s) to vacate the apartment with immediate effect and no refund will be made.

Respect of the property

Hermitage Castelo should be advised of any breakages immediately. The client and his guest(s) should not take away any items from the property at the end of his/their stay. If any missing or damaged items are noticed in the apartment after the check-out of the client, the corresponding amount for repair or replacement will be charged to the client. The same will apply to accommodation fixtures, fittings, equipements, furnitures and decorative éléments not treated with proper consideration.

Valuables / safe

All apartments are provided with a safe. Valuables of any kinds belonging to occupants or visitors should not generate any kind of liability to Hermitage Castelo for direct or indirect damages that may occur during the client's and his guests stay at the accommodation, due to (but not exclusive to) : personal injury or damage to possessions, losses caused by fire, theft or criminal behavior.

Documentation

All passports, visas and eventual health certificate requirements are the responsibility of the client. Hermitage Castelo takes no responsibility for any delay or expense incurred through any irregularity in such documents.

Confidenciality

I authorize the use of my personal data by Hermitage Castelo for the purpose of processing my inquiries and reservations.