Online booking terms

FEELS LIKE HOME HOLIDAY RENTALS TERMS AND CONDITIONS

Here are the terms and conditions that apply to your booking.
All guests should know that when they make a booking with Feels Like Home they are committing to everything contained in this Terms and Conditions document , so please read it carefully and check for updates in every booking.

SPECIFIC CONDITIONS

In addition to these general terms and conditions, there are specific policies relating to individual apartments and their surroundings. They are listed in each apartment’s profile page.

PRE-CHECK-IN

After booking an apartment the guest will receive an e-mail and/or SMS message from Feels Like Home confirming the reservation and explaining the apartment details inside a booking voucher. The guest will be invited to fill in a Pre-Check-in form that is highly important to help us provide better service.

The Pre-Check-in form will ask for the time of arrival and the total number of people staying in the apartment, so we can provide the right quantity of bed linens and bath towels. The pre-check-in form will also indicate whether the guest will be met by our staff at the apartment, will pick up the keys at the Welcome Center or will hire the Feels Like Home transfer service.

Feels Like Home cannot assume any responsibility if the guest fails to fill in the Pre-check-in form.

All information provided by Feels Like Home in the Pre-Check-in form (eg. check-in and check-out date, transfer prices) are saved in our database. Any attempt to change it and violate the original information will invalidate the Pre-Check-in form and will be subject to reservation cancellation.

ARRIVAL AND CHECK-IN

Unless otherwise agreed, check-in will be after 2:00 pm.

Apartments outside Lisbon
Guest must call our Customer Care phone number at least 45 minutes before arriving at the apartment´s front door and then go straight to the apartment. All contacts will be supplied after booking confirmation. We cannot assume any responsibility if the guest fails to call in advance.

Due payments
Any outstanding payments due must be paid to the Feels Like Home staff in cash (Euros) upon arrival.The Feels Like Home staff member has the right to cancel the reservation if guest refuses to pay the amount due at check-in.

Late check-in
Any check-in after 11:00 pm is subject to the payment of a late check-in flat fee of 30€ to be paid in cash to our staff.

WELCOME CENTER

(applies only to Lisbon apartments)

The Welcome Center is a key pick-up center.
All guests will be informed on the voucher sent by Feels Like Home after booking that the apartment is subject to key pick-up at the Welcome Center.

Guests should go to the Welcome Center to pick-up the keys of the apartment and to register and make any payments due. The guest must present the identity cards/passports of all persons who are going to stay at the apartment. Going to the Welcome Center is mandatory for Lisbon apartments unless the guest hires the Feels Like Home private transfer service to will take the guest straight to the apartment. (See Feels Like Home transfer service details below.)

Welcome Center hours
The Welcome Center is open from 9:00am until 11:00pm. If the guest arrives before 9:00am they will have to wait for the Welcome Center to open or hire the Feels Like Home private transfer service.

After 11:00pm the Welcome Center will be closed. Guest must then go straight to the apartment and call our Customer Care phone number 45 minutes before arrival at the apartment front door. All telephone and e-mail contacts shall be sent after the booking confirmation. We cannot assume any responsibility if the guest fails to do so. Optionally, the guest can hire the Feels Like Home transfer services.

Guests that arrive before check-in time (2:00pm) might be able to leave their luggage at the Welcome Center and pick it up later (but before 11:00pm). The guest must pay the locker in cash (Euro) when collecting the luggage.

Welcome Center Address

Until the 31st of January, 2017
Rua dos Fanqueiros 22, Baixa, in the center if Lisbon.

After the 1st of February, 2017
Rua dos Douradores, 23. Baixa, in the center of Lisbon.

FEELS LIKE HOME TRANSFER SERVICE

(Lisbon metropolitan area only)

Feels Like Home offers a private shuttle service. The service works 24 hours a day and will take guests from a pick-up place (eg. Lisbon Airport, Metro or train stations) to the front door of the apartment building. In addition, the driver can take care of the check-in at the apartment so that the guest does not have to go to the Welcome Center (applies to Lisbon apartments only ).

Hiring Feels Like Home transfer service can be made at the Pre check-in or via e-mail to info@feelslikehome.pt until 24 hours prior to the check-in time. Prices vary according to the number guests, pick-up location, and apartment location address.

PORTUGUESE TOURIST TAX

(applies to Lisbon apartments only)

Please note that a city tax of 1 Euro per person, per night is not included in the total price and must be paid on arrival. This tax is charged to guests aged 13 and older. It is subject to a maximum amount of EUR 7 per guest. How can this fee be paid?

APARTMENT KEYS

When guests check in, Feels Like Home will provide ONE set of keys ONLY. Guests must be careful not to lose it or leave it inside the apartment. Additional fees will be charged for lost keys or lock-outs. Fees are charged as follows:

Lost Keys (price per key) - 30€
Emergency staff visit (between 8:00am and 11:00pm) - 0€
Emergency staff visit (between 11:00pm and 8:00am) - 15€
Hiring a locksmith service - The guest will be responsible for the full fee charged by the service provider. The service provider’s fee is based upon the complexity, materials, time spent and other variables.

Please be advised that it may take up to 45 minutes for our staff to arrive in order to assess the situation and take action.

Guests must return all keys on departure.

APARTMENT APPLIANCES AND AMENITIES

All of the apartment’s appliances and amenities are described on the apartments page. Feels Like Home cannot provide any item that is not listed (e.g. air conditioner, heaters, TV sets).

MAINTENANCE AND SPECIAL REQUESTS

Any and all problems inside the apartment (eg. electric problems, equipment malfunction, water leaks), must be reported to our Customer Care by email or telephone immediately. Depending on the problem, the resolution might take up to 72 hours or even more if it depends on third party services.

While respecting the reasonable privacy of the guests, Feels Like Home reserves the right to access the property at all times if necessary for inspections, repairs, and emergencies.

Extra beds and baby cribs can be requested in advance but are limited to availability at that time. Depending on the problem, the resolution might take up to 72 hours or even more if it depends on third party services.

GUEST HOUSE RULES

Appliances and devices
If an appliance does not work, or the guests are not sure about how to use any device in the house, guest should contact the Feels Like Home team.

Cleaning
The apartment will be cleaned before guests arrive.

The Feels Like Home basic service includes one set of towels, bed linens and hand soap for each reservation. Additional cleaning services and products, including a change of sheets and towels, are available by request for an additional fee.

Guests do not have to clean the apartment at check-out. Feels Like Home requires guests to leave the apartment neat and tidy and to take out the rubbish so that we can better welcome the next guest promptly. Please do not leave the rubbish outside the door of the apartment or outside the door of the building. Use the rubbish bins in the street that are provided for that purpose.

Pets
Absolutely no pets (of any breed, size, or age) are allowed in the Feels Like Home apartments. If any pet is found in an apartment, Feels Like Home reserves the right to require guests to leave the apartment without any compensation or refund of fees paid.

Smoking policy
All Feels Like Home properties are entirely non-smoking, inside and outside. This includes all balconies, patios, terraces and garden areas.

Furniture Do not make any alteration or addition whatsoever to the accommodation or its contents.

Items in the apartment
All items that are found in the apartment belong to the owner and are not to be moved or removed from the property even during the stay.

Quiet hours and disturbances
Between 10 pm and 9 am, please keep all noise to a minimum. Please do not disturb neighbors when opening or closing the apartment door or the building door.

We do not accept reservations for illegal or immoral activities.
The guest whose name is on the booking confirmation email will be responsible for the behavior of the entire group and agrees to avoid any and all illegal activity.

Do not invade the privacy of the owner or publish or reveal anything which might allow a third party to identify the address of the property or the identity of the owner (even if such information is already in the public domain).

Guests have primary responsibility for their own safety during their stay at Feels Like Home accommodations. Guests must listen to any instruction or explanation which is provided by Feels Like Home check-in staff when showing the accommodation (or at the Welcome Center).

If a guest becomes aware of anything during the stay which is believed to be a health & safety risk, the guest must inform Feels Like Home staff immediately.
When leaving the apartment, guests must be sure to leave gas appliances turned off, windows closed, and the air-conditioning, central heating, and the lights turned off.

DEPARTURE AND CHECK-OUT

Check-out is until 12:00am, and all guests must leave the apartment by the designed check-out time. Guest must inform Feels Like Home of the desired check-out time so a Feels Like Home staff member can be present forcheck-out.

In case a Feels Like Home staff member cannot be present at check-out time, the guest is allowed to leave the keys on the main table and close the door. Guest must NOT leave the keys in the door lock.

Guests that fail to leave before mid-day will be charged for an additional full day’s accommodation fee. If the guest refuses to leave, Feels Like Home reserves the right to enter the accommodation, remove their belongings, change the locks, and also to take further action as may be necessary. (The guest will charge for the costs of any such action.)

Items left in the apartment
Feels Like Home is not responsible for any item left inside the apartment after the guest leaves. Any belongings found at the apartment might be returned upon request. The guest is fully responsible for all charges related to the process of getting back their belongings.

NUMBER OF GUESTS

Guests must indicate the exact number of guests on the Pre-check-in form. No more than the number of guests specified in the booking may stay at the accommodation. The number of people who may use the apartment should not exceed the amount indicated on the apartment page. If the number of guests exceeds the limit, Feels Like Home reserves the right to require guests to leave the apartment without any compensation or refund of fees paid.

APARTMENT DAMAGE

Guests agree to pay the cost of any damage to the accommodation or contents. The guest hereby authorizes Feels Like Home to charge such fees to the credit or debit card supplied when making a booking.

LIABILITIES

The service of Feels Like Home is legally limited to the apartments and the relationship with guests during the stay. Feels Like Home shall not be responsible for any occurrences outside the boundaries of the apartment such as (but not limited to): the building´s cleaning and maintenance, outside noises, construction, neighbors or any other issue not directly related to the apartment itself.

The photos and descriptions of the apartments are produced by Feels Like Home and have been reviewed by the owners. Minor changes in the apartment may occur compared to the pictures on the website, without compromising the overall condition and amenities. Feels Like Home will not compensate guests, refund fees, or relocate guests to other apartments based on taste or the likeness of the apartment. It is the responsibility of our guests to assure, before booking, that the area or neighborhood they choose to stay in is to their liking.

Feels Like Home shall not be responsible for any damage, caused directly or indirectly, that may occur during the stay of the guests in the apartment, such as (but not limited to): injury to person or possessions, theft or criminal behavior, losses due to fire or misconduct, etc. The same applies in respect to any deficiencies in the supply of gas, electricity, water, telephone or internet. Feels Like Home is not responsible for potential delays, accidents, loss, or change of schedule or rates that are related to our supplier’s services.

Feels Like Home and its staff are not responsible for errors and omissions, misrepresentation by third parties, disputes between a guest and a third party, or the content of external links other than the one on which the booking took place. In the event guests fail to comply with these terms and conditions, or in the case of misbehavior by the guests, Feels Like Home reserves the right to require guests to leave the apartment without any compensation or refund of fees paid.

UNUSUAL SITUATIONS AND LEGAL STUFF

This agreement is between the guest and Feels Like home, the company who is duly authorized to arrange rental of the accommodation. This agreement is a license to occupy the accommodation during the agreed-upon period. Guests are not tenants of the accommodation and have not been granted exclusive possession of the accommodation. Guests are renting the accommodation under a license of occupation.

In the rare case that an apartment that is booked becomes unavailable, due to damage from a water leak, for example, or by any circumstance beyond our control, Feels Like Home will not be liable for the inconvenience caused, however we will take any necessary steps to relocate the guest to an apartment with similar characteristics.

If the guest does not accept the relocation, the total amount (excluding costs related to the days when the apartment was used by the guest, if applicable) will be refunded, but neither the owner nor Feels Like Home will be liable to the guest for any further amount in respect to the cancellation of the booking.

Feels Like Home will not be liable for the possible theft of objects left in the apartment.

PROPERTY DAMAGE

Guests must notify Feels Like Home of any damage to the accommodation, contents, fixtures, or fittings which occur during the stay, even if the guest considers the damage to be regular wear and tear and even if the guest does not believe the damage is his or her fault. If the guest does not notify Feels Like Home of any such damage, the guest will be liable for such damage up to the cost of a full replacement.

Any deductions for property damage will be charged to the credit or debit card the guest has supplied. The guest hereby authorizes Feels Like Home to charge such fees to the credit or debit card supplied when making a booking.

The guest acknowledges that the accommodation is a home and agrees not to access any cupboard, closet, or drawer which has been sealed with tamper tape and also agrees to pay a fixed charge as set in the house rules for any breach of any tamper tape.

ABOUT THE TERMS AND CONDITIONS

Feels Like Home reserves the right to update its terms and conditions at any time as required. It is the responsibility of parties using the Feels Like Home service to review these terms and conditions in the case of a change before making a booking.

By agreeing to use the Feels Like Home service it is understood that the guest accepts any changes and that all parties will comply with these changes.
These terms and conditions do not affect the guests’ consumer statutory rights.

APPLICABLE LAW

Since Feels Like Home is stationed in Portugal, these conditions are subject to Portuguese law.
The Portuguese Courts shall have sole jurisdiction in the event of legal action concerning any accommodation booking with Feels Like Home .

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Feels Like Home Contact info

Rua do Carmo 51, 3ºD - Lisbon, Portugal - Cod. 1200-093
Office telephone: +351 21 347 04 22
Office hours: Monday to Friday, from 9:00 to 18:00
Reservations mail: info@feelslikehome.pt
Customer care: customercare@feelslikehome.pt