Booking terms and conditions

Booking Conditions

These Booking Conditions form the basis of your contract with us, so please read them carefully before making a booking. Nothing in these Booking Conditions affects your statutory rights.

Rental Booking Conditions

We strive to ensure that our clients’ interests are protected at all times. Before making a booking, please read these terms and conditions carefully and ensure that you are happy with them.

All bookings are subject to acceptance of these Booking Conditions.

Your Holiday Contract

When making a booking, the Party Leader confirms that they have the authority to accept, and do accept, these terms and conditions on behalf of all members of the party. The Party Leader must be at least 25 years of age.

A contract is formed with the AL licence holder once the booking has been paid for and confirmed. This contract is governed by Portuguese law and is subject to the exclusive jurisdiction of the Portuguese courts.

Personal Details

Welcome Tenderness Lda is not the owner of the property booked and reserves the right, where necessary, to provide personal details of the Party Leader and party members to the property owner or relevant authorities.

Paying for Your Holiday

A booking deposit of 25% of the total holiday cost is required to confirm your booking and must be paid at the time of booking via debit/credit card or bank transfer.

The remaining balance must be paid via debit/credit card or bank transfer and received no later than eight (8) weeks prior to the holiday start date.

If the balance is not received by this deadline, the AL licence holder reserves the right to cancel the booking. In such circumstances, the booking deposit will not be refunded.

Arrival instructions, property details, and booking confirmation will only be issued once the holiday has been paid for in full.

Late Bookings

Bookings made within eight (8) weeks of the holiday start date are classed as late bookings and require full payment at the time of booking via debit/credit card or bank transfer.

Confirmation

Please check your confirmation invoice, itinerary, and all documentation immediately upon receipt. You must contact us without delay if any details appear incorrect, as it may not be possible to make changes later.

We reserve the right to refuse a booking. In such cases, any monies already paid will be refunded in full.

Changes to Your Booking

Any request to amend a booking must be made in writing by the Party Leader. While we will do our utmost to accommodate changes, this cannot be guaranteed and amendment charges may apply.

If a member of your party withdraws, a replacement may be permitted provided they meet the original booking conditions and we are notified in writing at least 14 days prior to arrival.

Cancellation by You

If you wish to cancel your booking, the Party Leader must notify us in writing by email. Cancellation will take effect on the date we receive your email.

As costs are incurred from the time of booking, the following cancellation charges apply:

More than 8 weeks prior to arrival: loss of deposit
55–0 days prior to arrival: 100% of the total holiday cost

Any losses covered by holiday insurance must be claimed directly from the relevant insurance provider.

Your Accommodation

The accommodation is reserved exclusively for the guests named on the booking confirmation. No additional guests are permitted to stay unless agreed with us in writing and any applicable charges have been paid.

Any breakages, loss, damage, or additional cleaning required may be deducted from the security (damage) deposit.

Security (Damage) Deposit

A security (damage) deposit is required for all bookings prior to arrival. You will receive a pre-arrival email requesting payment details.

The security deposit must be paid by card only
Cash and bank transfers are not accepted

Following your stay, if the property has sustained damage, loss of contents, or additional costs (excluding normal wear and tear), we will contact you regarding any deductions.

Holiday Insurance

Holiday insurance is the sole responsibility of each individual party member. The property owner accepts no liability for loss, damage, personal injury, or medical or other treatment costs.

Our Liability

The property owner is not liable for loss, damage, injury, or death caused by events or circumstances beyond their reasonable control, including but not limited to acts of God, unavailability of services provided by local authorities (such as water or electricity), governmental actions, war or national emergency, acts of terrorism, protests, riots, civil commotion, fire, explosion, flood, epidemic, lock-outs, strikes, or other labour disputes.

The property owner will not accept liability where illness, injury, or death is caused by the actions or negligence of the Party Leader or any member of the party.

While every reasonable effort is made to ensure that confirmed bookings are honoured, in the event of unforeseen circumstances beyond our control that result in the property becoming unavailable, we reserve the right to cancel the booking. In such circumstances, we will offer a suitable alternative property where available or provide a full refund of all amounts received. This will constitute full and final settlement, and no further compensation will be payable.

Property Appliances

If smaller appliances fail through no fault of the guest, we will replace them as quickly as possible. Examples include kettles and toasters.

For larger appliances, we will make all reasonable efforts to repair or replace them as soon as possible. Repairs may require third-party specialists, and we cannot be held liable for delays outside our control. No compensation will be offered in these circumstances.

Accuracy of Information

All information provided is believed to be accurate at the time of publication. However, changes may occur due to maintenance, local restrictions, weather conditions, or other circumstances beyond our control. Seasonal facilities and services may not be available year-round.

Building Works

Building or maintenance work may occur nearby without prior notice. While we will notify you if we become aware of such works, no compensation will be offered.

Complaints

Any issues during your stay must be reported immediately to allow us the opportunity to resolve them.

If unresolved, complaints must be submitted in writing within 28 days of departure. Complaints received after this period cannot be considered.

Behaviour

We reserve the right to terminate your stay without refund if the behaviour of any party member causes distress, damage, danger, or significant disturbance.

Quiet hours are 11:00pm to 7:00am.
No stag, hen, or similar parties are permitted.

Swimming Pool

Children must be supervised by an adult at all times when using the swimming pool.

Pets / Animals

Pets and animals are not permitted unless expressly agreed in writing.

Access

The property owner or their representative may access the property with 24 hours’ notice to inspect, carry out necessary repairs, or take meter readings.

Accommodation Courtesy

Guests are expected to respect the accommodation and its contents. While full cleaning is not required, guests must remove rubbish, address stains caused, and replace items damaged by party members.