General Terms & Conditions
1. Booking & Payments
To confirm a booking with Diva Apartments, 25% of the total rental price is due within 24 hours of your reservation (non-refundable). The rest value payment has to be realized in cash during the entrance (check-in), or before by bank transfer, other payment form (e.g. paypal or credit card) until 24 hours before check-in.
Please review your reservation and make sure all the information including check in and checkout dates are correct.
2. Cancelation Policy
In case of cancellation, the policy is as follows:
Until 30 days before arrival date: no charge of the amount of the rest value.
Until 15 days before arrival date: 25% of the amount of the rest value.
Until 10 days before arrival date: 50% of the amount of the rest value.
Less than 5 days before arrival date: 100 % of the amount of the rest value.
For all the above, there are no refunds of the 25% reservation deposit.
In all the listed cases, the non refunded value can be used as a voucher for future bookings, until 6 months after your initial booking date.
Lisbon Municipal Overnight Tax
Since January 1st 2016, and updated on January 2019 the Lisbon Municipal Overnight Tax is in effect and it costs € 2 per person, per night and is not included in the total price when booking the apartment online. This tax will be charged and must be paid in cash at time of entry (check-in).
This tax will be applied for guests over the age of 13 years at the amount of € 2 per night per person, up to a maximum of 7 nights (maximum amount to be collected per person will be €7).
During your check in, a cash deposit, whose amount range from €200 to €250 will be held back for all kind of damages during the stay. The amount will be saved from the local responsible and refunded also in cash after the final inspection on the departure day. In alternative you will be asked for your credit card details (The credit card details will be destroyed until 24 hours after your check-out).
Diva Apartments is not responsible for damages caused by guests, loss, theft or mislay or for any accidents inside or outside the rental. The loss of the apartment key implies an additional payment of €50.
If guests leave the key in the lock and there is a need to call a locksmith, the respective charges are allocated to the guests.
Diva apartments cannot be held responsible for public failures of gas, water, electricity, and works on the street, telephone or Internet.
4. Arrival & Departure
After your reservation, you will receive a confirmation e-mail with the payment balance, apartment address, and also asking for information regarding your flight /arrival time, to ensure everything goes smoothly with your check in.
Unless it is otherwise agreed, the check in will always between 3pm and 10pm
The check out time should be until 11am, but it will always be confirmed with you during check in.
For late check-ins, between 9pm and 9am on, there will be a surcharge fee of € 30, paid in cash on arrival.
5. Cleaning and Damages
When you arrive to the apartment it has already been cleaned. We will ask you to please leave it in reasonable condition when you leave.
We would also appreciate your support in putting the garbage/waste in the bins on the ground floor before leaving the apartment.
If the apartment is not left in a reasonable condition, we will charge an extra fee of € 30.
For stays longer than 7 nights, the reservation price includes an extra cleaning, change of bed linen and towels, to be scheduled during your stay.
If you would also like to have an extra tidy up and cleaning, we can do it as well for a € 30 surcharge.
If something gets damaged or broken, or if there are any problems to solve in the apartment, please tell us right away so we can promptly fix them.
Bear in mind that there is a security deposit and we will charge it depending on the extension of/or what is the damage / was damaged by you.
The rental price is calculated according to the daily price of the apartment depending on the season you are booking, and the total number of guests.
If you need to increase or decrease the number of guests after reservation, you should notify us prior to your arrival so we can adjust the final price.
Low season: 3.1.-29.2.2016, 1.11.-16.12.2016
Normal season: 1.3.-31.10.2015
High season (Chrismas/NewYear/Public Holidays) 19.12.2015-2.1.2016; 17.12.2016-1 Jan, 1 May, 10 June, 13 July, 15 August, 8 December e 25 December.2.1.2017)
7. Rules of Behavior
As a basic rule, we just ask you to show consideration and respect towards your neighbors.
As no accommodation is completely soundproof – everyone expects a level of noise from neighbors – please be considerate of noise, particularly in the evenings and at night.
You should also know that the Portuguese law does not allow noise in residential neighborhoods between 10pm and 8am, so parties are forbidden.
If we have any complaints or get notified of any misconduct, we will inform the local authorities and you will have to leave the apartment without the right to any refunds or return of the security deposit.
For your own safety, remind to lock the doors and close all the windows, also make sure all the lights, air conditionings and other electrical appliances are turned off, every time you leave the apartment.
Smoking is not allowed in our apartments. Exceptionally, you can use the balconies or terraces when they exist, using an ashtray or appropriate container which also has to be cleaned. Please respect the environment and the premises safety by not throwing cigarette butts through the windows.
No pets are allowed in our apartments.
8. Responsibilities, Privacy of data, Policy and applicable Law
Diva Apartments provides short term rental services for house owners, including booking and house managing (cleaning, maintenance, check-ins) and third party service arrangements such as airport transfers for incoming guests.
Every apartment’s features and amenities are described in our website, therefore, if you have any query about the availability or existence of any object/appliance that is not specifically described as being part of the apartment please contact us for further information. If any of your demands or suggestions is not described in the apartment features or amenities and is not available during your stay, we will not be held responsible and there will be no refunds regarding not described features.
If for any unexpected reason, such as prolonged maintenance, disaster, etc… Diva Apartments has to cancel your reservation, we will do our best to provide you with a similar property that is managed by us in the nearest location possible. If that is not achievable, you will get a total refund of your reservation.
Diva Apartments reserves the right to update information published on the site at any time including (but not limited to) rates, descriptions and photographs.
All customer reviews written in our website or partner websites will become property of Diva Apartments. If you submitted us a review and don’t want it published, we can have it removed if that is your wish.
All the information you provide to Diva Apartments, including personal data and payment information is guaranteed for confidentiality, and will solely be used for our booking, contacts from us to you, and follow up purposes. The data sent by you can always be rectified or canceled. In Compliance with The EU General Data Protection Regulation (GDPR), by providing your contact data you will consent to the use of the information provided for our own email marketing purposes.
All the apartments are to be used exclusively as holiday rentals. If there is any illegal activity or policy violation during your stay in the apartment or its premises we will inform the local authorities, and you will be asked to leave immediately, without the right to any refunds or return of the security deposit.
Diva Apartments is a brand of Space Creation, Ltd., based in Lisbon, Portugal, therefore the present General Terms & Conditions, and all issues concerning your booking and accommodation are exclusively ruled by Portuguese law and Jurisdiction.
By making a reservation with Diva Apartments you confirm the acceptance of our General Terms & Conditions in full.
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