Reservation Policy
RESERVATION
Your reservation can be done in two different ways, directly on the website or by emailing us to geral@cozylisbon.com.
When booking directly through the website, you will receive an authomatic message from the platform with all the details from your reservation. Nevertheless, you should wait for an e-mail from us confirming the dates are available and requesting the first payment. Afterthis we will keep your reservation temporary, for a period of 5 days, until the payment is done.
If you are booking your stay during a weekend the confirmat'ion e-mail may only arrive on monday.
CANCELLATION
TMT
Your stay can be cancelled, without fees up to 14 days before your check-in date. After this period we will proceed with the charges according to the following directions:
- 50% of the stay value during the 14 days prior the check-in date.
- 100% of the stay value during the check-in day.
If your cancellation is related to the Covid-19 pandemic or illness, special measures will apply:
The cancellation is free of charge up to 7 days before the check-in date and the reservation fee (50% of the amount paid at the reservation day) will be converted on a voucher to be used within one year.
To take advantage of the special measures, it will be necessary to present a medical certificate.
To proceed with your cancellation, please send us an e-mail to teresa@cozylisbon.com so we can evaluate the situation and provide you the voucher.
In case of a full refund we will ask you to send us your Iban, information that will only be used to transfer the amount, being discarted after the transaction is done.
Every guest will be required to pay the City Tourist Tax of 2,00€ per night, per person. this fee will figure on the confirmation email and will be charged on the second payment before the arrival.
The tax is not applied to children of 13 years old or less. It's responsibility of the guests to inform Cozy Lisbon if there are children in each reservation.
CHECK-IN
After the payment of the reservation fee, an e-mail will be sent with the instructions for the check-in. In Alfama and Graça the check-in is done automatically with a pin code or locker. In Janelas Verdes the check-in is done in person by a host.
In case of self check-in the host will keep contact with the guest, helping on any matters that may be necessary. For this reason, we will request a cell phone number where we are able to easily reach the guest. Usually the contact is done by WhatsApp.
If by any case the presence of a host is required for help or any other situation, a member of our team will promptly meet the guest at the building.
Before the arrival, it is necessary to fill in the Foreigners and Borders Service form, through the Talkguest App, with the personal data of each guest. The form will be sent along with the check-in instructions. Alternatively, the data can be sent by email to Cozy Lisbon, who will fill in the form for the guest. This information will be shared with Foreigners and Borders Service for legal purposes and may also be used by Cozy Lisbon in case of non-compliance with the apartment rules. After the check-out this information will be carefully discarded.
At our properties check-in will be available from 16:00 (Portuguese Time).
On the last day, check-out must be done by 11:00 am.
At Janelas Verdes property the check-in is available from 16h00 to 19h00. After this period we apply a late check-in fee between 19h00 and 00h00 of 20,00€. After this period is not possible to check-in.
Using a face mask during the check-in is mandatory, either if its self check-in or in person.
STAY
During the stay the guest is required to follow a responsible behavior, respecting Cozy Lisbon properties and the hosted guests from the rest of the apartments.
Cozy Lisbon is not responsible for belongings of our guests. Please be careful with your bags, clothing, or valuable items. If you have any personal object or money inside the apartment we suggest you to use the apartment safe locker. If you don't have a key on your key chain, please just ask our staff to bring you one. For the apartments without safe lockers, we recommend you to take the valuable items with yourself.
It's also not allowed to give the apartment or building keys to any person that is not registered at the reservation.
It's mandatory to fill the form from the Service of Boarders and Emigration. All fields are required including ID/Passport Number.
It's not allowed to host parties or any person who is not part of a Cozy Lisbon reservation. The default of this topic will incur on a formal complaint to the competent authorities.
Smoke is not allowed on any of the enclosed property areas.
We provide a set of towels for each guest at the arrival. The change of towels during the stay has a fee of 10€/set. We also provide a set of bottom sheet and duvet cover for each bed according to the number of guests on the reservation. For extra linens for the sofas or baby cots, it's necessary to request them before the arrival. If we don't receive a request for this items, it's possible that we're not able to provide them for the first night.
At the bathroom it's not allowed to throw any kind of items in the toilets, apart from toilet paper. Please use the bin. At Janelas Verdes property all items, including toilet paper should go in the bin.
Check-out in all properties is done until 11am.
It's mandatory to read Cozy Lisbon's Covid Contingency Plan, which will be sent along with the check-in instructions email. it's also advisable to read it before the reservation. The Plan is available on our web site.
Using the common areas of each property it's mandatory to wear a face mask, except at Cozy Lisbon Graça Garden.