Booking Conditions
Reservations made are subject to availability and payment confirmation.
To confirm the reservation, the guest must make the corresponding payment, in accordance with the conditions set for each accommodation.
The amounts for reservation rates, security deposits, cleaning fees, or other charges are those displayed at the time on each accommodation’s page.
A security deposit is required for all accommodations to cover any possible damage caused to the property and/or condominium. The deposit amount will be pre-authorized at check-in when this is done in person, or up to 48 hours before the start of the reservation online when express check-in is used. No amount will actually be charged to guests; it is only a hold that temporarily limits access to those funds until the hold is released.
If no damage is found during the stay, the deposit hold will be released after check-out using the same credit card, within up to 7 days after check-out.
If the property is not left in the same condition, the deposit amount will be retained until the damaged items are paid for.
The reservation may be cancelled if it is not possible to authorize the deposit hold, so it is important that the guest ensures their credit card is valid and has sufficient funds. If the deposit cannot be held, you will be notified by email or SMS and will have 12 hours to try another payment method.
All prices include VAT at the legal rate in force.
Payment Options
Reservations can be paid by American Express, Visa, or MasterCard credit card.
Guests are also subject to any special rules available for each accommodation.
Pre Check-in
After completing the reservation, the reservation holder will receive an email and/or SMS from Proguest confirming the reservation and providing important information about the accommodation and additional services (such as transfer services or extra cleaning services).
Guests will be asked to complete an Accommodation Form, which is extremely important for preparing the stay.
The Accommodation Form will request, among other things, the arrival time, the total number of guests staying — so that the correct quantity of bed linen and towels can be provided — as well as mandatory information for foreign and border services.
Guests must indicate the exact number of people on the Accommodation Form. The number of guests specified in the reservation may not exceed the number of guests present at the accommodation. If the number of guests exceeds the limit, Proguest reserves the right to require guests to leave the accommodation without any compensation or refund of fees paid.
Proguest cannot assume responsibility for incorrectly completed or uncompleted Accommodation Forms.
Any attempt to alter and/or falsify the original information will invalidate the Accommodation Form and may result in cancellation of the reservation.
Cancellation Policy
After the reservation is confirmed, the following cancellation fees apply:
a) The guest will pay 50% of the total reservation amount if cancelled up to 30 days before check-in.
b) The guest will pay 100% of the total reservation amount if cancelled less than 30 days before the check-in date.
In the event of an overbooking situation (i.e. simultaneous reservations for the same accommodation), the guest expressly acknowledges and accepts that HelloVacations may relocate the reservation to accommodation of the same category (ensuring that the quality of the accommodation provided is not inferior to the one originally booked), at no additional cost to the guest and without entitlement to compensation.
Stay Conditions
The reservation holder must be at least 18 years old and must stay at the reserved accommodation for the entire duration of the stay. Guests under 18 years old may only stay if accompanied by an adult who is the reservation holder.
The reservation holder must provide a valid address, telephone contact, and email address.
Smoking is not permitted inside the accommodation.
Under Article 45(1)(a) of the Convention Implementing the Schengen Agreement, the accommodation of foreign citizens must be reported to immigration and border services, meaning all persons who are not Portuguese nationals.
For this purpose, all foreign guests must provide identification information no later than the check-in date through the Accommodation Form.
Guests must notify Proguest of any damage to the accommodation, contents, equipment, or accessories occurring during their stay, even if they consider the damage to be normal wear and tear or not their fault. Failure to report such damage may result in guests being held responsible.
Additional Services
Proguest offers several additional services, such as private transfers, cleaning and laundry services, and baby cots.
All additional services are available upon request and subject to availability confirmation.
Proguest is not responsible for services provided by third-party suppliers.
Check-in and Check-out
At check-in, identification documents for the reservation holder and all foreign guests will be requested to confirm the information provided.
Unless otherwise agreed, check-in takes place between 3:00 PM and 8:00 PM on the check-in date.
For late check-in — after 8:00 PM — an express check-in service may be available, and guests should confirm this possibility with Proguest in advance. Express check-in depends on guests having previously completed the Accommodation Form in full.
Check-out is by 11:00 AM, and all guests must leave the accommodation by the scheduled time. Guests are kindly asked to inform Proguest of their desired check-out time so that a staff member may be present.
If a Proguest staff member cannot be present at check-out, guests may leave the keys on the main table inside the accommodation and close the door. Guests must NOT leave the keys in the door lock.
If the guest refuses to leave, Proguest reserves the right to enter the accommodation, remove belongings, change locks, and take any other necessary measures. The guest will be responsible for any associated costs.
Any changes to arrival or departure dates and times must be confirmed by Proguest. Delays without prior notice and confirmation from Proguest will result in a charge equivalent to one night’s rate from the security deposit.
At check-in, Proguest provides only ONE set of keys, and guests must take care not to lose them or leave them inside the apartment. All keys must be returned at check-out.
Additional fees apply for lost keys or lockouts:
- Lost keys (per key): €30
- Emergency visit (between 9:00 AM and 6:00 PM): €10
- Emergency visit (between 6:00 PM and 9:00 AM): €25
If locksmith services are required, the guest will be responsible for the full amount charged by the locksmith.
The locksmith fee depends on complexity, materials, time spent, and other variables.
Proguest is not responsible for items left in the apartment after check-out. Any belongings found may be returned upon request, but the guest is fully responsible for all return shipping costs.
Cleaning, Bed Linen, and Towels
The accommodation will be cleaned before guest arrival. Proguest’s basic service includes one set of towels, bed linen, and some toiletries for each reservation.
Additional cleaning services and products, including replacement bed linen and towels, are available for an extra fee.
Guests must keep the accommodation as tidy and clean as possible and leave it in good condition at check-out so that Proguest can receive the next guest.
Guests must not leave rubbish inside the accommodation, near the door, or outside the building door (when applicable), and should use the designated street bins.
Equipment, Furniture, and Accommodation Items
If any device is not functioning, or if guests are unsure how to use equipment in the accommodation, they should contact the Proguest host.
Changes to the accommodation or its contents are not permitted.
All items in the accommodation belong to the owner and must not be moved or removed from the property during the stay.
Maintenance and Special Requests
Any problem within the accommodation (e.g. electrical issues, equipment malfunction, water leaks) must be immediately reported to Proguest by email or telephone. Depending on the issue, resolution may take up to 72 hours or longer if third-party services are involved.
While respecting guest privacy, Proguest reserves the right to access the accommodation at any time if necessary for inspections, repairs, or emergencies.
Extra beds and baby cots may be requested in advance but are subject to availability.
Noise, Illegal Activity, and Safety
According to the law, quiet hours are between 10:00 PM and 8:00 AM, and guests must keep noise to a minimum.
Guests must not disturb neighbours, especially when opening or closing the accommodation or building entrance doors.
Reservations for illegal or immoral activities are not accepted.
The guest whose name appears on the reservation confirmation email is responsible for the behaviour of the entire group and agrees to prevent all illegal activity.
Guests are not permitted to invade the owner’s privacy or publish anything that may allow third parties to identify the property address or the owner’s identity, even if such information is already public.
Guests are solely responsible for their own safety during their stay. Guests should follow any instructions or explanations provided at check-in.
If a guest becomes aware of anything during the stay that may pose a health or safety risk, they must immediately inform Proguest. Upon leaving the accommodation, guests must ensure gas appliances are switched off, windows closed, and air conditioning, central heating, and lights turned off.
Liability
Proguest’s service is legally limited to the accommodation and its relationship with guests during the stay. Proguest is not responsible for occurrences outside the accommodation, such as building cleaning and maintenance, external noise, construction work, neighbours, or any matter not directly related to the accommodation itself.
Photos and descriptions of accommodations are produced by Proguest. Minor changes to the accommodation may occur compared to the website photos without affecting the general conditions or amenities.
Proguest will not compensate guests, refund fees, or transfer guests to other accommodations based on appearance or surroundings. Guests are responsible for ensuring before booking that the chosen area or neighbourhood meets their preferences.
Proguest is not responsible for direct or indirect damages occurring during the guest’s stay, including personal injury, theft, burglary, criminal behaviour, losses caused by fire or misconduct, or failures in gas, electricity, water, telephone, or internet supply.
All thefts, burglaries, or criminal behaviour must be immediately reported by guests to Proguest and the relevant police or judicial authorities.
Proguest is not responsible for delays, accidents, losses, or changes in schedules or rates related to supplier services. HelloVacations is not responsible for errors and/or omissions, false statements by third parties, disputes between guests and third parties, or the content of external links other than the one where the reservation was made.
If guests fail to comply with these terms and conditions, or in cases of misconduct, Proguest reserves the right to require them to leave the accommodation without compensation or refund.
Legislation and Force Majeure
This agreement is made between the guests and Proguest, which is duly authorized to arrange accommodation rentals. This agreement grants guests permission to occupy the accommodation during the agreed period and under the agreed terms.
Guests are not tenants of the accommodation and do not hold exclusive possession of the property.
In the rare event that a reserved accommodation becomes unavailable due to damage caused by circumstances not attributable to Proguest, such as water or gas leaks, Proguest will not be liable for the inconvenience caused but will take all necessary steps to relocate the guest to accommodation with similar characteristics.
If guests do not accept the alternative accommodation, the total amount paid (excluding costs related to days already used, if applicable) will be refunded. Neither the owner nor Proguest will be liable for any additional compensation related to the cancellation. Proguest is also not responsible for theft of items left in the accommodation.
Amendments and Applicable Law
Proguest reserves the right to update its terms and conditions at any time as necessary. It is the responsibility of parties using the HelloVacations service to review these terms and conditions before making a reservation.
By agreeing to use the Proguest service, guests accept any amendments, and all parties agree to comply with them. These terms and conditions do not affect guests’ legal rights.
These terms and conditions are governed by Portuguese law. Portuguese courts have exclusive jurisdiction over any legal action related to accommodation reservations with Proguest.