Our terms and conditions embody the basis on which reservations are made, by making a reservation at our accommodation you agree to be bound by these terms and conditions:
1 - Reservations and payments
Your booking must be accompanied by the payment of the initial agreed part of the costs of your stay and implies acceptance of these General Conditions.
After confirming your reservation, you will receive an email confirming your reservation details
stay.
The remaining payment is made up to 48 hours before arrival.
a) Methods of payment
Payment by debit or credit card, VISA, Mastercard, or by bank transfer is accept. You must provide proof of payment to our accommodation's reservations department (geral@solardosfrades.com) within 48 hours of booking and will indicate the booking confirmation number on the proof of payment.
You will always be asked, when making the reservation, for your credit card information, for the purpose of guaranteeing the reservation, we undertake to charge it, for the amount corresponding to the value of the stay, only if i) the Customer does not show up at the Hotel, on the check-in date indicated on the booking confirmation or ii) cancel the reservation without the advance notice provided in the reservation, which the Customer expressly accepts and authorizes.
b) VAT
All prices shown on our website or elsewhere for our rooms and services include VAT. If VAT rates change, we reserve the right to change our prices accordingly.
2- Children/Babies
Accommodation for babies up to 3 years old is free (if the client do not need an additional bed). If you need a crib, you must ask for availability and price when booking.
3- Pets
Pets are allowed. The number is limited to 3 (per stay and taking into account the global number of guests present in the accommodation who may have a pet).
The presence of the animal must be indicated at the time of booking. The customer is responsible for his animal during the entire stay. the client must check the tariff applied to each animal.
The client must be aware of the conditions and responsibilities at check-in, complete and sign the declaration regarding pets.
The accommodation provides bedding and containers for water and food for each pet.
4- Smoking
Smoking (even electronic cigarettes) is not allowed in the rooms and in the closed areas of the accommodation, or near the pool. Smoking is allowed in the spaces indicated for this purpose.
5 - Booking cancellation policy
- In the NON-REFUNDABLE rate, there is no refund of the prepaid amount.
- In the FLEXIBLE rate Cancellations made more than 7 days before the arrival date will not incur any charges.
If for unforeseen reasons we have to change or cancel your booking, we will do our best to propose you a suitable alternative booking. If we are unable to offer you a suitable alternative, or if you do not accept the alternative we offer, we will refund the full amount you paid us for the booking, without any further liability on our part for any other loss you may suffer.
6 - Arrivals / Departures
arrivals
Check-in takes place between 4:00 pm and 9:00 pm. If the customer arrives earlier, we will do our best to store your luggage until you enter the room, but we are not responsible for any loss or damage.
Entry outside the stipulated hours will be allowed, provided that the rooms are vacant and subject to availability.
For arrivals after 9:00 pm, inform reception in advance so that we can make your arrival as easy as possible.
Departures
As a general rule, check-out must be done by 12:00 am. If the customer wishes and subject to availability, we will try to store your luggage at our reception, but we are not responsible for any loss or damage.
Late check-out can be requested by the customer, for an additional fee and subject to availability, we advise you to request it at the time of booking.
7 - Maintenance of accommodation and rooms
Our company guarantees optimal hygiene conditions in the room, with its specialized cleaning staff who carry out a complete cleaning and disinfection before the arrival of guests and after their departure.
Cleaning will be done and beds will be made daily (at customer request).
Stays of more than 4 nights include a weekly change of bed linen and towels.
8 – Courtesy to others
In consideration of other guests, we ask that you respect the quiet hours between 11:00 pm and 7:00 am.
Parties are strictly prohibited unless specifically authorized.
9 - Data protection
The confidentiality and secrecy of all personal information provided by customers will be maintained. Data is entered into our company's system for reservations and contact information. In accordance with European data protection legislation, guests can rectify or cancel their data whenever they wish. If you have any questions or need additional information on this subject, please contact us at reception, via our email or telephone.
10 - Civil liability
Our company is not responsible for damage caused by guests, loss, theft or accidents inside or outside the room.
11 - Our access rights
In addition to daily cleaning services, our staff or maintenance team may need to access your room if there is an unforeseen problem, investigate a complaint you have made or carry out certain routine property checks. Should this occur, we will do our best to inform you in advance of the date and time at which we will need access to the room.
12 - Our right to evict
We may terminate our contract with you and ask you to immediately abandon your
accommodation if:
- the customer does not respect these terms and conditions;
- We consider that your behavior puts the safety of the other customers or our staff at risk;
- Complaints of anti-social or unacceptable behavior are lodged against the customer;
- The customer causes irreparable damage to the property or its contents;
- Exceeding the maximum authorized occupancy limit or booked for your room.
13 - Events beyond our control
Our company will not be liable for any failure to fulfill our obligations to under these terms and conditions caused by an event beyond our control.
An event beyond our control means any act or event beyond our reasonable control, including, without limitation, fire, explosion, storm, flood, earthquake, epidemic or other natural disaster, strikes or industrial action by third parties, terrorist attack or threat of terrorist attack, war or threat of war, civil unrest, riot, invasion or failure of public or private telecommunications networks.
14 – Miscellaneous
The pool is available to guests free of charge, the hours of use are: from 8am to 11pm, children must be accompanied by an adult.
Use of the jacuzzi, sauna and Turkish baths is by appointment and must be requested at reception or at the bar, use is prohibited for children under 16 years old
Guests should not use the rooms for commercial or immoral purposes.
Our company reserves the right to modify the information contained on its website for online reservations at any time and is the sole owner of its content.
In case customers have requested a specific room, every effort will be made to satisfy their wishes, but we reserve the right to change the initially allocated room.
These terms and conditions are governed by Portuguese law and are the exclusive jurisdiction of the Portuguese courts.
The Portuguese version of this document prevails.
15 - If you have a problem or complaint
We take the greatest care to ensure your well-being. However, if you have a problem, please contact us immediately and give us the opportunity to resolve it.
Please contact our team via the telephone available in the room. We will be at your side to resolve any situation as quickly and efficiently as possible.
We wish you an excellent stay.
