General Terms & Conditions

General Terms

We do not accept bookings for guests under 18, except if followed by an adult;
There is no age limit to stay in our properties;

For security reasons, some common areas are under video surveillance;

We will refuse service or evict a guest: for refusal or failure to pay for accommodations; for being under the influence of alcohol, drugs, or any other intoxicating substance, and acting in a disorderly fashion as to disturb the peace of other guests; destroying, damaging, defacing, or threatening harm to hotel property or guests; causing or permitting persons to exceed the maximum allowable occupancy of the room, and/or guests refusing to abide by the reasonable standards or policies established by us for the operation and management of our Hostel and Guesthouses;

Guests will be expected to reimburse the property for any damages caused by inappropriate behaviour that will result in eviction from the premises with no refund.

When booking for the whole property, the maximum capacity must be respected. it is not allow to have visitors or extra guests.

Check-in

Check-in period is between 3 pm and 10 pm. The guest must always inform the property about the expected arrival time.

Late check-in must be requested. It is subject to online check-in and pre-payment beforehand.

Valid identification from each guests is a requirement (passport, photo ID and/or Driver’s Licence);

To extend stays, the guest must inform reception with at least two hours before check-out time The room/dorm bed must be paid by 11 am. Over holding is not accepted.

Check-out

Check-out is until 11 am;

If the guests do not vacate the accommodation by the check-out time, our staff reserves the right to enter the room/property to prepare it for the next guests. Guest's belongings will be removed from the unit to a secure storage and extra fee may be applied.

Cancellation and no-shows policy

Cancellation policy varies according to the rate chosen at the time of booking: refundable reservations allow the customer to cancel without charge up to 72 hours (3 days) before check-in, if cancelled out of this period, the full amount of the reservation will be charged; the non-refundable rates, as its name indicates, cannot be canceled without charge.

Bookings for more than 1 night, if the guest doesn't show up on the first night, without previous notice within the last 24 hours, the property can cancel the full booking. We might be able to provide a private room/bed but we can't ensure that the guest will have the same type of room and price specified while booking.

Group Bookings

Please send us an e-mail to reception@well-come.pt with the subject: group booking if you wish to book for a group.

Different, rates, policies and conditions apply for group bookings.

Alcohol and Drugs

Is not permitted to smoke inside the building and consuming drugs is strictly prohibited. The non-compliance of this rule results in a fine up to 500€ ;

Management may allow guests to consume their own alcohol drinks on common areas only, and also has the right to refuse that at any time;

Privacy

We respect the privacy of our customers. Personal information that we gather from guests during the reservation process (name, address, email, payment card number, etc.) will not be disclosed to any third party without guest's explicit consent, except the information that is required by Portuguese Law and will be submitted to the Portuguese Immigration Office (SEF). For more details on how we use your information please check our Privacy Policy here.

Covid-19

Following all the procedures and recommendations given by the National Health Authority (DGS), World Health Organization (WHO) and Turismo de Portugal, we count on the collaboration of all travellers to ensure safety while staying with us. Check here what we're doing in our hostels and guesthouses.

The measures and procedures we have adopted may be changed under the pandemic’s evolution and/or by legal obligations imposed by the Portuguese authorities.