General conditions

GENERAL RESERVATION TERMS & CONDITIONS

*These terms and general reservation conditions are valid for all bookings made through the SAPvillas website, through direct contact (email/phone) with SAPvillas, or through other booking platforms (Booking.com, Airbnb, VRBO, TripAdvisor, Rental Retreat). For bookings made through booking platforms (Booking.com, Airbnb, VRBO, TripAdvisor, Rental Retreat), guests are subject to the payment deadlines, methods, and cancellation policies of the platform through which the reservation was made.

CONTRACT

The rental of accommodation for any period (including short periods as defined hereinafter) ("the rental") is made between SAPvillas and the person(s) named on the booking form ("the guest(s)"). This expression includes any other person occupying the accommodation with the guest(s).

SAPvillas CONTACT

Office phone: 00351 289 302 169 (National landline call - Communication costs depend on the agreement with your operator)

Email: info@sapvilamoura.com

Office address: Avenida Engenheiro João Meireles, Edifício Atrium, Bloco A, Loja 2 - Ground floor, 8125-406 Vilamoura

GPS: 37.082400, -8.118242

Service hours: from 9:30 AM to 1:00 PM and from 2:30 PM to 7:00 PM (working days)

Emergency mobile: 00351 919 535 951 (National mobile call - Communication costs depend on the agreement with your operator)

ARRIVAL / CHECK-IN

• Every day from 5:00 PM to 7:00 PM The accommodation is available for occupancy from 5:00 PM on the day of arrival.
• Please note that if you arrive after 7:00 PM, outside our office hours, a surcharge will be applied, which must be paid in cash at check-in:
• €30.00 - Late arrival from 7:00 PM to 11:00 PM
• €50.00 - Late arrival from 11:00 PM to 8:00 AM The guest should inform SAPvillas in advance of the expected arrival time.
• The guest should contact SAPvillas when they are 45 minutes away from Vilamoura or when leaving Faro Airport so that we can welcome you at the property address, provide facility orientation, answer your questions, offer suggestions, and hand over the keys in person.
• If the accommodation is clean, disinfected, and has been inspected before 5:00 PM, you may check-in before 5:00 PM.
• Please check with SAPvillas 2 days before your arrival for the possibility of early check-in.
• During the months of July and August, on busy check-in and check-out days, there may be some delay, and the accommodation may only be ready after 5:00 PM. We appreciate the understanding of our guests in such cases.
• In case of a no-show on the check-in day, the guest is not entitled to a refund for the nights not stayed.

ONLINE CHECK-IN

FOREIGNERS AND BORDERS SERVICE (SEF)

• The guest who made the reservation must complete the online check-in sent via email, providing the details of all foreign guests in the accommodation (including children and infants) so that SAPvillas can send the information to the Foreigners and Borders Service (SEF).
• The required information includes the full name, date of birth, nationality, identification number (valid ID card or passport), issue date, address, location, and country for the reservation holder.
• It is mandatory for SAPvillas to inform the SEF of all foreign guests (including children and infants) on the check-in day. If the guest cannot complete the online check-in, they must present identification documents for all foreign guests (including children and infants) at the in-person check-in. Refusing to provide the data for foreign guests entitles SAPvillas to deny entry to the property without a refund.

DEPARTURE / CHECK OUT by 11:00 AM

The accommodation must be vacated by 11:00 AM (eleven in the morning) at the latest on the day of departure.

Always consult SAPvillas in advance regarding the possibility of a late check-out.

The guest must inform SAPvillas in advance of the expected departure time.

If the guest wishes to leave the accommodation before 11:00 AM, they must inform SAPvillas in advance so that SAPvillas can provide key collection instructions.

Please note that if you delay your departure from the accommodation beyond the allowed check-out time of 11:00 AM, you will incur one of the following additional costs:

25% of the daily rate if you leave the accommodation by 1:00 PM

50% of the daily rate if you leave the accommodation by 3:00 PM

75% of the daily rate if you leave the accommodation by 5:00 PM,

100% payment of the full daily rate if you leave the accommodation after 5:00 PM.

 

EARLY DEPARTURE CHECK-OUT

If guests depart from the accommodation early, the cost of the nights not stayed will not be refunded.

 

PAYMENT AND RESERVATION CONFIRMATION

(Applicable for direct reservations, sapvilamoura.com, and VRBO)

Provisional reservations are accepted by SAPVillas as pre-bookings.

A pre-booking is not considered confirmed until the reservation confirmation payment is credited to SAPVillas' account.

Payment for Reservation Confirmation:

Reservations more than two months before the check-in date: payment of 30% of the stay + cleaning fee + optional extras Reservations less than two months before the check-in date:

payment of 100% of the stay + cleaning fee + refundable damage deposit + optional extras Reservation confirmation payments must be made within 24 hours;

otherwise, the pre-booking will be canceled.

SAPVillas will confirm the reservation payment via email to the lead guest. Once confirmation is issued, the lead guest is responsible for the full reservation amount.

The balance of the reservation plus the refundable damage deposit must be paid two months before the check-in date. The guest can make payments through:

• Bank transfer (proof of payment must be sent by email)
• Credit card
• Paypal (a 3.5% fee is added to the amount)
• Payment directly at the office in cash or by card using the POS machine.

PAYMENT AND RESERVATION CONFIRMATION

– Airbnb and Booking.com For guests booking through these two reservation platforms, please check the payment and cancellation conditions applied.

AIRBNB RESERVATIONS: The guest pays the stay and cleaning fee directly to the platform. The guest does not pay a refundable damage deposit, either to the platform or to SAPVillas. The guest will have to pay all optional extras directly to SAPVillas during check-in.

BOOKING.COM RESERVATIONS: The guest pays the stay and cleaning fee directly to the platform. The guest will have to pay the refundable damage deposit and all optional extras directly to SAPVillas during check-in.

BILLING INFORMATION

Guests must provide billing information to SAPVillas before making payment.

The required information for invoicing includes the following: name, NIF or NIPC (fiscal identification number), address, postal code, and location.

CLEANING FEE

Each accommodation has an associated cleaning fee, and the amount varies from one accommodation to another.

Payment of the cleaning fee is mandatory and should be paid along with the reservation confirmation payment.

The cleaning fee includes the final cleaning and disinfection of the accommodation, and for reservations exceeding 7 nights, it includes a mid-stay cleaning with a change of bed linens and towels every seven days.

Mid-stay cleanings with bed linens and towel changes included in the cleaning fee are as follows:

1 cleaning for stays exceeding 7 nights,

2 cleanings for stays exceeding 14 nights,

3 cleanings for stays exceeding 21 nights.

Mid-stay cleaning is scheduled by SAPVillas on weekdays between 2:00 PM and 5:00 PM.

During check-in,SAPVillas will inform the guest about the cleaning schedule. If the guest does not wish to have mid-stay cleaning, they should inform SAPVillas in advance.

Cleaning, disinfection, and laundering of bed linens at temperatures above 60°C are carried out throughout the accommodation by SAPVillas using specific and Ecolab-certified products, following hotel cleaning standards.

The accommodation should be clean, with laundered bed linens on the beds and washed towels neatly arranged in the cupboards, in sufficient quantity according to the maximum capacity of the accommodation. If the guest finds anything unsatisfactory, they should inform SAPVillas during check-in or during their stay.

ADDITIONAL CLEANING SERVICES

Service is available upon request and subject to availability. This service is not available during the following period: June 15 to September 15.

• Extra cleaning: €18,00 per hour (weekdays)
• Extra towels: €5,00 per person (not exceeding the maximum guest capacity of the accommodation)
• Extra bed linens: €20,00 per bed If the guest wishes to have any of these services, they should contact SAPvillas in advance and pay the corresponding amount before the service is provided.

REFUNDABLE DAMAGE DEPOSIT

Applicable to direct reservations, sapvilamoura.com, VRBO, and Booking.com. Airbnb reservations are exempt from the refundable damage deposit.

Each accommodation has a refundable damage deposit, the amount of which varies from one accommodation to another.

If there are no damages to the accommodation, the refundable damage deposit will be returned to the guest within 7 days after their departure via bank transfer.

If damages or excessive dirt are found in the accommodation, the deposit amount will be deducted.

In this case, the remaining amount to be refunded may take longer than 7 days.

If the damages caused by the guests exceed the refundable damage deposit amount, the guest is responsible for the full payment of the damages.

Excessive dirt, for example, dirt on curtains, carpets, sofas, mattresses, walls, or other items that require a deeper cleaning due to guest misuse.

The guest should provide the necessary bank details for bank transactions by email on the day of departure, and SAPvillas will proceed with the refund.

GENERAL RULES FOR SAPvillas ACCOMMODATIONS

• Smoking is not allowed in the accommodation.
• Parties or events are not permitted in the accommodation.
• Groups may not exceed the age limit allowed in each accommodation.
• Pets are not allowed in the accommodation.
• Exceeding the maximum allowed guest occupancy (including children) is not permitted, in accordance with the maximum capacity of each accommodation. Failure to comply with this rule may result in a fine, ranging from €2,500.00 to €4,000.00, imposed by the competent authorities.
• Leaving trash or unwashed dishes in the accommodation after check-out is not allowed. Otherwise, an additional cleaning fee will be deducted from the refundable damage deposit. The guest must follow the rules posted in the respective condominiums where the accommodation is located. If SAPvillas observes non-compliance with the rules, guests may be expelled from the accommodation at any time, without a refund, or an additional charge may be imposed.

GUEST RESPONSIBILITIES

Guests are expected to take reasonable care in using the accommodation and ensure that the accommodation and all equipment are left clean, in good condition, and functioning properly at the end of the occupation period.

Dishes left unwashed or unclean are considered additional cleaning.

Non-compliance will result in an extra fee. Guests must not cause or facilitate any act or thing in the accommodation that may be a nuisance, damage, or annoyance to other occupants, the owner, or guests or occupants of any adjacent location within the building to which the accommodation belongs (when appropriate).

Guests will be responsible for the replacement of all lost, destroyed, or damaged furniture or household items without any repair, as a consequence of their actions.

Any damage or breakage in the accommodation, fixtures, or equipment must be reported immediately to SAPvillas.

Significant damage to the accommodation due to abuse or negligence attributable to the guests will be reported to local authorities.

Delay in restoring damages or for days when the accommodation cannot be occupied will be subject to appropriate compensation.

Guests will comply with the maximum number of guests (including children) allowed in the accommodation. SAPvillas cannot be held responsible for acts attributable to third parties, including loss or theft, during the rental period.

TERMINATION SAPvillas reserves the right to terminate the rental immediately if any of the conditions mentioned in the general rules of SAPvillas Accommodation and guest obligations are observed.

CANCELLATION POLICY

Applicable to direct reservations, sapvilamoura.com, and VRBO.

For Airbnb and Booking.com reservations, please refer to the cancellation policy applied by the platform.

Any reservation that has already been guaranteed by payment may be canceled at any time and must be communicated in writing to SAPvillas via email: info@sapvilamoura.com or through the platform where the reservation was made.

Reservations canceled up to two months before the check-in date will be refunded the amount already paid.

For reservations canceled less than two months before the check-in date, no amount will be refunded, except for the refundable damage deposit (if already paid).

If the guest fails to check in, no amount will be refunded.

SAPvillas may cancel the reservation due to reasons of simultaneous reservation (overbooking) or other reasons beyond its control, and will promptly inform the guest and propose an equivalent alternative accommodation solution.

In case of non-agreement, SAPvillas will refund the amounts received from the guest.

INCLUDED SERVICES

• Internet/wifi: Free
• Soap, Shampoo, and Shower Gel: Free*
• Toilet paper: Included (2 rolls per bathroom) * *These products are included as a courtesy during check-in. SAPvillas does not replenish these products during the stay.

OPTIONAL SERVICES

• Cot: €40.00 each | by prior request
• High Chair: €15.00 each | by prior request
• Faro Airport Transfer - Vilamoura | Vilamoura - Faro Airport: €45.00 for 1 to 4 people, €55.00 for 5 to 8 people. Flight itinerary required - flight number + arrival time. An additional fee applies for early morning service from 12:00 AM to 6:00 AM. Other itineraries - prices on request. Private Chef: Request by appointment with 3 months' notice. Welcome package: Price available on request and by prior request. Tickets for various activities: Available directly at the SAPvillas office.

• All prices include VAT ** Other requests - contact SAPvillas at info@sapvilamoura.com.

PEOPLE WITH REDUCED MOBILITY

SAPvillas accommodations are not prepared to accommodate people with reduced mobility.

Before making a reservation, you should inform SAPvillas if one of the guests has reduced mobility and the degree of reduced mobility so that SAPvillas can check if any property can accommodate the guest.

CHILDREN AND INFANTS

Children and infants are welcome in almost all SAPvillas properties, with the exception of the Marina Mar Bela Vista property.

Cot: £40.00 each, upon prior request.

High Chair: £15.00 each, upon prior request.

PETS No

pets are allowed in SAPvillas accommodations.

The presence of any pets in the accommodation without notice will result in the expulsion of guests at any time without any right to a refund.

MINIMUM AGE FOR BOOKING

• Ages under or equal to 25 years: Groups under or equal to 25 years of age are not allowed in the following accommodations: all accommodations in the Marina Mar and Vilamouratenis condominiums, Loulé Turtle, Al-Charb Retreat, Algarve Sunbird Penthouse, Lyra Design, Varandas do Sol Sundeck, Atlântico Palm Tree, Aldeia do Golfe Casa Sol, Aldeia do Pinhal Pine, Charming Villa.
• Ages under or equal to 30 years: Groups under or equal to 30 years of age are not allowed in the following accommodations: Villa White Cottage, L’Orangerie Green Garden, Villa Celeste, Villa Macuti, Villa Lucio, Villa Mianas.
• Ages under or equal to 40 years: Groups under or equal to 40 years of age are not allowed in the following properties: Colinas do Golfe Vilamoura Sun, L’Orangerie Luxury House Vilamoura, L’Orangerie Orange, Monte da Bela Vista Paradise, Victória Lux Villa, Victória 7th Hole Villa, Villa Nobre, Villa Alegre, Villa Serendipity. The omission of the guests' ages will result in the expulsion of guests without any refund. SAPvillas does not accept reservations, even if the titular guest is older than the indicated minimum age for booking, if the other guests are younger than the minimum booking age.

EQUIPMENT FAULTS

Every effort is made to ensure that all described and provided equipment items in the accommodation are in good working order; however, no warranty is given or responsibility accepted if faults occur before or during a rental period.

SAPvillas will make efforts to arrange for repairs and/or replacements as quickly as possible.

COMPLAINTS All

complaints must be reported immediately to SAPvillas to ensure sufficient time is given to investigate and/or take necessary corrective actions.

No possible compensation will be offered if the guest denies SAPvillas the opportunity to rectify issues during the rental of the accommodation.

LOST PROPERTY

The personal objects and belongings of guests are entirely the responsibility of the guests, and no liability can be accepted for any loss or damage.

All items left in the accommodation by guests may be forwarded as long as all handling fees are paid by the guest.

LOCAL ACCOMMODATION

Portugal All SAPvillas accommodations are properly identified and certified by the Local Accommodation Portugal regime, whose identification number is included in each accommodation listing.

Local Accommodation Portugal - An organization of the Portuguese state that certifies and regulates all establishments that provide temporary accommodation services to tourists for remuneration and meet the legal requirements.

Copyright © 2024 SAPvillas, Lda