Reservation Policy
RESERVATION
You can make your reservation in three ways:
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directly through our website,
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emailing us at geral@cozylisbon.com
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using one of the short term rental platforms such as Booking.com, Airbnb, Expedia and PlumGuide. Please notice that if you find us in other platforms it means you will be booking through an affiliate website from this platforms.
If you book via the website, you will automatically receive a confirmation message with all the details of your reservation.
Once your payment is processed, your reservation will be confirmed.
For reservations made through the platform, payments can either be handled by the platform or directly by Cozy Lisbon. In the latter case, we will request an ID document to verify the cardholder's identity before completing the transaction.
CANCELLATION
You can cancel your stay without any fees* up to 14 days before your check-in date. After this period, cancellation fees will apply as follows:
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50% of the total stay cost if canceled within 14 days prior to check-in.
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100% of the total stay cost if canceled on the check-in day.
*Please note that cancellations for reservations made through our website will incur a transaction fee.
For cancellations related to illness, special measures apply:
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Cancellations are free of charge up to 7 days before check-in.
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Any amount already paid will be converted into a voucher, valid for one year.
To benefit from these special measures, a medical certificate is required.
To proceed with your cancellation, please email us at teresa@cozylisbon.com. We will assess your situation and provide the necessary voucher.
In the case of a full refund, we will request your IBAN for the transfer. This information will be used solely for the refund and discarded afterward.
CITY TAX
All guests are required to pay a City Tourist Tax of €4.00 per night, per person. This fee will be included in your confirmation email and charged along with the cost of your stay.
The tax does not apply to children aged 13 or under. It is the guest’s responsibility to inform Cozy Lisbon if any children are included in the reservation.
CHECK-IN
Check-in instructions will be sent via email on the morning of your arrival.
All properties offer automatic check-in using a PIN code or locker system.
Throughout the check-in process, your host will stay in contact to assist with any necessary matters. For this reason, we will ask for a mobile phone number where we can easily reach you, typically via WhatsApp. If at any point an in-person host is required for assistance or other situations, a member of our team will meet you at the property.
Before arrival, it is necessary to complete the Service of Boarders and Foreigners form through the Talkguest link, providing personal data for each guest. This form will be sent along with the check-in instructions.
Alternatively, you may send the data via email to Cozy Lisbon, and we will complete the form on your behalf. This information is shared with the Service of Boarders and Foreigners for legal purposes and may also be used by Cozy Lisbon in case of non-compliance with apartment rules.
After check-out, this data will be securely discarded.
Check-in is available from 16:00 (Portuguese Time) at all our properties.
On your last day, check-out must be completed by 11:00 am.
DISPUTES
In case of dispute the consumer may resort to an Alternative Resolution Entity Consumer disputes:
Centro de Arbitragem de Consumo de Lisboa
Tribunal Arbitral
Rua dos Douradores, nº 112 - 2º - 1100 - 207 Lisboa
Tel: 218 80 70 30
Fax: 218 80 70 38
Email: juridico@centroarbitragemlisboa.pt
www.centroarbitragemlisboa.pt/
More information at Portal do Consumidor
www.consumidor.pt
For any clarifications you can contact us:
Monday to Friday from 09h00 to 19h00
by email at teresa@cozylisbon.com or WhatsApp chat at +351 934 284 392