We bring together in a single document the answers to frequently asked questions from our customers. Access the link below with the name "Residentas - Informed Reservation" and clarify your doubts about rates, check-in time, luggage, reception, among others.
Find here a summary of our Booking Policies:
Type of room rates available
The Refundable Rates are flexible. If you book at this rate, you can cancel or modify the reservation up to 3 days before the scheduled check-in date. It is no longer possible to cancel or modify for free, within the three days preceding the expected arrival. Under no circumstances will refunds be granted. The booked accommodation will be charged by credit card at any time within that period. In case of cancellation or non-free modification, the entire reservation will be charged. The transaction will appear in name of Activos Reais SA.
The Non-Refundable Rates are strict. If you book at this rate, free cancellations or modifications will not be allowed under any circumstances. Under no circumstances will refunds be granted. The full amount of the reservation will be charged at any moment once the booking is made. The transaction will be appear in name of Activos Reais SA. In order to minimize any prejudice Residentas advise all its customers to opt for conducting insurance to safeguard every step of your journey.
In the event of a long booking (+ 15 days), Residentas reserves the right to request a guarantee deposit of 20% of the total reservation, cancellable up to one month before arrival. This measure overrides the contracted rate policy. If the customer refuses to make the deposit, Residentas can cancel the reservation.
Residentas reserves the right to reject credit cards that are not owned by the holder of the reservation. If the reservation holder still wishes to use a credit card in another name, will be asked to fill a Debit Authorization Form, to send a photocopy of the front side of the card and the identities of the reservation holder and the card holder.
Cleaning: At Residentas the check-out cleaning fee is included in the price. We do not charge an additional amount. Room cleaning service is not common in self-catering Apartments, but we do offer towel exchange and cleaning services for your maximum comfort, through the following agenda:
– towel exchange every 3 nights
– full cleaning service every 5 nights
Taxes not included
Touristic tax / city tax: 2€ per person, per night (until a maximum of 7 nights) is not included in the total price. This tax is charged to guests aged 13 and older.
Damage tax: when proved negligent use of the facilities and missing items will be charged. The damages will be determined and presented for payment by the reservation holder. The value includes the damage itself and a set of intangible aspects (human resources, time, travel to address the issue).
Group deposit: a damage deposit of €50 per person will be required to groups at any time after the reservation is confirmed, by credit card or in exceptions approved by the administration through cash upon arrival. Are considered groups, reservations of more than one apartment.
When proved negligent use of the facilities (includes parties, smoking, noise, damage), loss or stolen property the total amount of the deposit will be charged in full regardless the value of damage. If the amount correspondent to damage, loss or stolen property exceeds the amount of the deposit the extra amount will also be charged.The group will be expelled from the booked apartments and the amount of the remaining unused nights after the incident will not be refunded.
Non Smoking Properties: smoking is not permitted on any Residentas properties. If during the stay there are signs that the guest smoked inside the apartment, the guest will be expelled and the amount of the remaining unused nights after the incident will not be refunded.
If the signs are only detected on the day of check-out, the value of one more night (we will match the value of its last night) will be charged, as it is impossible to sell that night and to cover additional cleaning costs.
Sleep over guests: sleep over guests are not allowed. Each additional guest will be charged to the reservation holder.
Pets: are not allowed. If the customer is found to have taken an animal to the apartment, the guest will be expelled from the booked apartment and the amount of the remaining unused nights after the incident will not be refunded.
Parties: Parties, loud music or noise are not allowed. The booking holder signing the contract is responsible for correct behavior of all guests staying at Residentas. If during the stay there are signs or complaints by other guests about the party, loud music or noise, the guest will be expelled from the booked apartment and the amount of the remaining unused nights after the incident will not be refunded.
If it is still not clear, contact us before making your reservation. Our Customer Service Team is happy to assist you at the following schedule and through the contacts below:
very day of the week between 9:30am and 5:00pm by phone/Whatsapp to Residentas Áurea +351 867 101 111 or Residentas Apóstolos & São Pedro +351 967 977 777.