Terms and conditions

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.

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.

Our cancellation policy varies with the type of booking made. All options are clearly explained  on our website. 

All the rates published on this website are quoted in Euro (€). 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.

The customer's credit card details are required to guarantee and pay a reservation. Hermitage Castelo charges customer's credit card through a secure payment system certified by PCI.

On arrival date, a pre-authorization of € 200 will be made on the guest´s card. This amount will be automatically released within 7 days after after departure. This amount may also be used by Hermitage Castelo in case of damages or extra cleaning for which the guest will be responsible.

Rates include normal use of water, cost of electricity and cleaning services. Rates do not include the cleaning of dishes or any excessive cleaning of the apartment after departure. A fee of € 30 / hour will be charged for any extra cleaning.  Additional services such as breakfast, additional cleaning service during the stay, massage, driver etc.. can be arranged separately via email.

The rules of cancellation will depend on the terms you are choosing at the time of booking (flexible, semi-flexible or non refundable). 

Flexible rate : The full amount of the reservation will be charged 14 days prior to arrival. No refund will be made in case of cancellation or no show.

Non-refundable rate: Reservation will be charged in full at the time of booking. In case of cancellation or no show, no refund will be made. This rate does not allow changes of booking dates.

Partially refundable rate: At the time of booking, 30% of the reservation value will be charged. This amount will not be refunded in case of cancellation or no show. The remaining 70%  will be charged 14 days prior arrival date and will not be refunded in case of cancellation or no show.

Check-in time is from 15:00 and check-out time is until 11:00, unless other-wise agreed. We kindly ask you to check-in online all guests and inform us about the estimated time of your arrival. Upon receipt of your details, we will email you with a link to download a digital key from our partner SALTO to access your apartment directly from your smart phone during your entire stay with us. 

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.

No pets will be accepted.

Smoking is strictly prohibited in the property. Hermitage Castelo reserves its right to charge clients for the removal of smoking odours detected after departure.

The capacity of each apartment is established according to the size of the apartment and the facilities offered. The maximum number of guests is indicated on this website.

When making a booking, the guest must indicate the number of people who will be staying in the apartment. Children under 3 years old are free of charge but their registration is required at the time of booking.

In case unregistered guest would show for a stay at the property on or after the arrival date indicated on the reservation, Hermitage Castelo reserves the right to refuse the guest or request additional accommodation fees in case the total number of guests would not exceed the maximum capacity of the apartment.

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.

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.

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.

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.

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.

The clients' personal data will be used by Hermitage Castelo to process reservations, check-in, check-out and confirm any extra services with third party contracted for the guests such as breakfast, massage, transfers etc.. during their stay.