Booking terms and conditions
These Booking Conditions form the basis of your contract with us so please read them carefully. Nothing in these Booking Conditions affects your normal statutory rights.
Welcome Tenderness Lda Booking Conditions
Welcome Tenderness Lda strive to ensure that our clients interest is always protected before making any booking please read and ensure you are happy with our terms and conditions.
All bookings are subject to agreeing these terms and conditions.
Your holiday contract
When you make a booking as Party Leader you guarantee that you have the authority to accept and that you do accept on behalf of your party these terms and conditions. You must be at least 25 years old to make a booking with us. Your contract with Welcome Tenderness Lda is made once your booking has been confirmed. Your contract with us will be governed by Portuguese Law and is subject to the exclusive jurisdiction of the Portuguese Courts at all times.
Your personal details
Welcome Tenderness Lda is not the owner of the property booked and reserves the right to provide personal details of the Party Leader and party members at its sole discretion.
Paying for your holiday
The booking deposit of 25% of the total holiday price must be paid to Welcome Tenderness Lda before the holiday booking can be confirmed, the deposit is payable via debit / credit card or bank transfer at the time of booking.
The balance of the holiday is paid via debit/credit card or bank transfer and must be received at least eight weeks before the holiday start date.
If the balance is not paid to Welcome Tenderness Lda at least eight weeks before the holiday start date, Welcome Tenderness Lda reserves the right to cancel the holiday contract. In these circumstances, the booking deposit will not be refunded.
Arrival and property details will not be issued until your holiday has been paid for in full.
Booking confirmation will not be issued until your holiday has been paid for.
Bookings made less than eight weeks before the holiday start date will be classed as a late booking and requires payment in full via debit / credit card, or bank transfer.
Please check your confirmation invoice, final itinerary and all other documents you receive from us, immediately on receipt. You must contact us immediately if any information appears to be incorrect as it may not be possible to make changes later. We are responsible for providing the holiday we have confirmed to you. If you cancel or alter your booking later on, you may have to pay an amendment charge. We reserve the right to refuse your booking. If we do this we will refund any money already paid to us.
If you change your booking
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the Party Leader.
If one of your party withdraws from the holiday, someone else can take their place providing they satisfy the conditions of the original booking, and you inform us in writing at least 14 days before departure. The Party Leader must sign the communication.
If you cancel your holiday
To cancel the entire holiday, the Party Leader must write to us directly, by recorded delivery at the address on your booking confirmation or by email. Cancellation takes effect on the date we receive your communication. If you cancel after we confirm your booking, you must compensate us for losses, as we incur costs from the moment you make the booking. The closer your cancellation is to the departure date, the less likely we are to recover the costs by re-selling the holiday at the brochure price.
If you have to cancel for a reason covered by your insurance policy, any losses must be claimed directly from the relevant insurance company.
The following cancellation charges apply:
More than 8 weeks prior to departure - deposit forfeit
55 - 0 days prior to departure 100% of the cost of your holiday
This is reserved exclusively for the people named on the confirmation invoice and no other persons are permitted to stay at the accommodation unless this has been agreed with us in writing and appropriate payments made (if applicable).
Should you or any member of your party be responsible for any breakages, loss or damage of any item of the property or additional cleaning has been necessary, a charge will be deducted from the security deposit.
Welcome Tenderness Lda reserves the right to deduct any charges from the security (damage) deposit.
Holiday insurance is the sole responsibility of each individual party member.
Welcome Tenderness Lda accepts no liability for loss, damage, personal injury or the cost of medical or other treatment.
Our liability to you
Welcome Tenderness Lda is not liable for loss, damage, injury or death caused by an event or circumstances beyond its reasonable control including, without limitation, acts of God, governmental actions, war or national emergency, acts of terrorism, protests, riot, civil commotion, fire, explosion, flood, epidemic, lock-outs, strikes or other labour disputes, or restraints or delays affecting carriers.
Welcome Tenderness Lda will not accept liability if illness, injury or death is the fault of the Party Leader or any party member.
Welcome Tenderness Lda liability shall not in any event exceed the total holiday price.
All information contained within our website has been compiled from up-to date information, which we amend as frequently as possible with any changes. However there may be occasions when the advertised property is not as advertised, due to modification. Such situations may be due to local circumstances, necessity for maintenance, water shortages, unsuitable weather conditions, fuel shortages, power cuts and other circumstances beyond our control. If we are advised of this we will notify you as soon as possible, but we cannot be held liable for circumstances beyond our control. It is also important to remember that depending on the season, some restaurants, communal pools, water sports and water parks do not operate at all times.
From time to time, building work and the associated noise is unavoidable. We do not control such work and we do not receive advance notification of when such work will commence. We will notify you as soon as we are made aware of any building work that may affect your holiday. However we will not offer compensation.
If you have a complaint
If you have cause for complaint whilst on holiday, this must be brought to the attention of Welcome Tenderness Lda immediately so that action can be taken to rectify the problem. Unless there is a valid reason why you failed to report your complaint, Welcome Tenderness Lda will not consider themselves to be liable for those complaints.
Should Welcome Tenderness Lda be unable to resolve the matter, details of the complaint must be notified to Welcome Tenderness Lda in writing within 28 days of the end of your holiday. Notification of any complaints received outside this period cannot be considered. If you do not tell us about your complaint promptly, it may be difficult to investigate your complaint thoroughly.
Welcome Tenderness Lda can end your holiday if your behaviour or that of any party member is likely in our opinion to cause distress, damage, danger to or to annoy our other customers, employees, accommodation or anyone else. In these circumstances Welcome Tenderness Lda reserve the right to refuse to complete your holiday arrangements and will not be liable for any refund, compensation or any other costs you have to pay.
Welcome Tenderness Lda cannot accept responsibility for the behaviour of others in your accommodation. Adults must supervise children at all times.
No excessive noise is allowed between the hours of 11pm (23h00) and 7am (07h00).
No stag/hen parties or similar groups are allowed in any of the properties.
Children must not use the swimming pool without adult supervision.
Pets / Animals
Unless otherwise advised, pets and animals are not permitted in the accommodation.
The property owner and their representative must be permitted to enter the property at all reasonable times upon giving 24 hours notice to inspect the property or contents, carry out necessary repairs to the property or to take meter readings.
Security (damage) deposit
Before your stay you will receive a pre-arrival email asking you to contact us so we can take a cautionary damage security deposit. We take the details of your credit card or we ask you to send the damage deposit by bank transfer. After your stay, if the property sustained substantial damage, loss of contents or any additional costs were incurred we will get in touch regarding deductions from your deposit. This does not include normal wear and tear and minor incidentals.
While you are on holiday we ask that you respect the condition of the accommodation and ensure that standards are maintained. You are on holiday and are not expected to clean the accommodation but you are required to remove any stains and replace items damaged by party members.