Terms and Conditions

These Terms and Conditions apply to reservations made for accommodation managed by Cozy Stays. By confirming a reservation, the guest acknowledges that they have read, understood and accepted these conditions, together with any specific rules applicable to the accommodation booked.

1. Reservations and Confirmation

All reservations are subject to availability and are only considered confirmed once the required payment or payment authorisation has been successfully completed.

The applicable accommodation price, cleaning charges, security deposit, tourist taxes and any additional fees will be those displayed at the time of booking.

Where a booking is made through a third-party platform, such as Airbnb, Booking.com, Vrbo or another booking channel, the payment, cancellation and refund conditions displayed on that platform may also apply.

All prices include VAT where legally applicable.

2. Payments

Payments may be made using the payment methods available during the booking process.

The guest is responsible for ensuring that the payment information provided is correct and that sufficient funds are available to complete the transaction.

If a payment or required authorisation cannot be completed, Cozy Stays may contact the guest and request an alternative payment method. If payment is not successfully completed within the period communicated to the guest, the reservation may be cancelled.

3. Security Deposit and Damages

Certain accommodations may require a security deposit or card pre-authorisation. Where applicable, the amount and conditions will be communicated before arrival or shown during the booking process.

A security deposit is intended to cover damage to the accommodation, furniture, equipment, communal areas, missing items, excessive cleaning or other costs resulting from the guest's stay.

Where no damage or additional charges are identified following check-out, any card pre-authorisation will be released. The time required for funds to become available again may depend on the guest's bank or payment provider.

If damage is identified, Cozy Stays may retain all or part of the applicable deposit or request payment for the corresponding repair or replacement costs.

Guests must immediately report any damage or malfunction occurring during their stay.

4. Guest Information and Pre-Check-in

Before arrival, the reservation holder may be required to complete an online check-in or guest registration form.

Guests must provide accurate information, including:

  • estimated arrival time;

  • number of guests staying at the accommodation;

  • identification information required by Portuguese law;

  • contact details;

  • any other information reasonably required to prepare the stay.

The number of guests staying at the property may not exceed the number confirmed in the reservation or the maximum occupancy of the accommodation.

Cozy Stays may refuse access or terminate the stay if the permitted occupancy is exceeded or if false information has deliberately been provided.

The reservation holder is responsible for ensuring that the information submitted for all members of the group is complete and accurate.

5. Cancellation and Changes

The cancellation conditions applicable to each reservation are those presented to the guest before confirming the booking and stated in the booking confirmation.

Where a reservation is made through an external booking platform, the cancellation policy of that platform and the selected rate will apply.

Requests to change dates, guest numbers or other relevant booking details are subject to availability and must be approved by Cozy Stays.

Any applicable difference in price resulting from a change to the reservation will be communicated before the change is confirmed.

In the unlikely event of a duplicate booking, serious technical issue or another circumstance making the reserved accommodation unavailable, Cozy Stays may propose alternative accommodation with comparable characteristics and standards.

If no suitable alternative can be provided or accepted, the guest will be entitled to the applicable refund for the unused portion of the reservation.

6. Occupancy and Guest Responsibility

The reservation holder must be at least 18 years old and must stay at the accommodation for the duration of the reservation.

Guests under the age of 18 must be accompanied by an adult responsible for them.

The reservation holder is responsible for the conduct of all guests included in the reservation and for ensuring compliance with these Terms and Conditions and the individual house rules of the accommodation.

Guests may not transfer the reservation or allow unregistered persons to stay overnight without prior authorisation from Cozy Stays.

7. Check-in

Unless otherwise stated in the reservation, check-in is available from 16:00.

Cozy Stays will provide the guest with the relevant arrival instructions before check-in.

Depending on the accommodation, access may take place through an in-person welcome, key safe, smart lock or another authorised check-in method.

Identification documents may be requested to verify the reservation and comply with legal guest-registration obligations.

Guests arriving substantially later than the agreed time should notify Cozy Stays as soon as possible.

Where an in-person late check-in or exceptional assistance is required outside normal operating hours, an additional fee may apply. Any such fee will be communicated before the service is provided.

8. Check-out

Unless otherwise agreed, check-out must take place no later than 11:00 on the departure date.

Guests must leave the accommodation and return all keys or access devices in accordance with the instructions provided.

Late check-out is only permitted when previously authorised by Cozy Stays.

Unauthorised late departure may result in additional charges, particularly where it affects cleaning schedules or the arrival of subsequent guests.

Guests must ensure that doors and windows are properly closed and that keys are left in the agreed location.

9. Keys and Access

Guests are responsible for all keys, remote controls, cards, access codes and other access devices provided during their stay.

Lost keys, lockouts or damage to access devices may result in additional charges.

Where a locksmith or another external professional is required due to a guest losing or damaging a key or locking themselves out, the guest will be responsible for the corresponding cost.

Guests must never make copies of keys or provide access codes to unauthorised persons.

10. Cleaning, Bed Linen and Towels

The accommodation will be prepared and cleaned before the guest's arrival.

Bed linen, towels and basic amenities are provided according to the characteristics and occupancy of each accommodation.

Additional cleaning, linen changes, towel changes or other housekeeping services may be requested during the stay and may be subject to an additional charge.

Guests are expected to leave the accommodation in a reasonable condition.

Rubbish must be disposed of in the appropriate public or designated waste containers and must not be left in communal areas, corridors or outside the accommodation.

Excessive cleaning required as a result of misuse of the accommodation may be charged separately.

11. Property, Furniture and Equipment

Guests must use the accommodation, furniture, appliances and equipment responsibly and only for their intended purpose.

Furniture, decorative items and equipment must not be removed from the accommodation or significantly rearranged without prior permission.

If guests experience difficulty using an appliance or notice that something is not functioning correctly, they should contact Cozy Stays before attempting repairs themselves.

Guests may be held responsible for damage resulting from misuse, negligence or failure to follow instructions.

12. Maintenance and Access to the Property

Any maintenance issue, including water leaks, electrical problems, appliance failures or other defects, must be reported to Cozy Stays as soon as it is discovered.

Cozy Stays will make reasonable efforts to resolve reported issues as quickly as possible. Resolution times may vary depending on the nature of the problem, availability of parts and the involvement of third-party contractors.

Guest privacy will always be respected. However, Cozy Stays, the property owner or authorised technicians may access the accommodation when reasonably necessary for:

  • urgent repairs;

  • safety matters;

  • inspections relating to a reported issue;

  • prevention of further damage;

  • emergencies.

Whenever circumstances allow, the guest will be informed in advance.

13. Pets

Unless the individual accommodation listing expressly states otherwise, pets are not permitted.

Bringing an unauthorised animal into the accommodation may result in additional cleaning charges and, in serious cases, termination of the stay.

Any specific pet policy shown on the accommodation listing will take precedence over this general condition.

14. Smoking

Smoking is strictly prohibited inside the accommodation.

Guests may only smoke in external areas where this is expressly permitted and must dispose of cigarette waste responsibly.

Any additional cleaning, deodorising or damage resulting from smoking inside the property may be charged to the guest.

15. Noise, Neighbours and Conduct

Guests must respect neighbours, condominium rules and the surrounding community at all times.

Noise must be kept to a reasonable level, particularly during night-time rest periods and whenever required by local regulations.

Parties, events or gatherings that exceed the authorised occupancy are not permitted unless specifically approved in writing.

Illegal, dangerous or abusive behaviour is strictly prohibited.

Cozy Stays may terminate a stay without refund where a guest seriously or repeatedly breaches these rules, creates a safety risk, causes significant disturbance or engages in unlawful activity.

16. Safety

Guests are responsible for behaving safely and following any safety information or instructions provided for the accommodation.

Before leaving the accommodation, guests should ensure that, where applicable:

  • cooking and gas appliances are switched off;

  • taps are closed;

  • windows and doors are secured;

  • air-conditioning and heating are used responsibly;

  • electrical appliances and lights are switched off when not required.

Any situation that may represent a health, safety or security risk must be reported to Cozy Stays immediately.

In an emergency requiring police, fire or medical assistance, guests should contact the appropriate emergency services without delay.

17. Personal Belongings

Guests are responsible for their personal belongings throughout their stay.

Cozy Stays cannot guarantee the security of valuables left inside the accommodation and accepts no responsibility for lost, forgotten or stolen personal items except where liability cannot legally be excluded.

Items found after departure may be stored temporarily and returned upon request where reasonably possible.

All postage, courier or handling expenses associated with returning forgotten belongings will be the responsibility of the guest.

18. Additional and Third-Party Services

Cozy Stays may assist guests with optional services such as transfers, activities, equipment hire, additional cleaning or other local services.

These services are subject to availability and may be supplied by independent third-party providers.

Where a service is provided directly by a third party, that provider remains responsible for the performance, availability and safety of the service.

Cozy Stays is not responsible for delays, cancellations, price changes or failures attributable solely to an independent supplier.

19. Accommodation Information

Cozy Stays makes reasonable efforts to ensure that photographs, descriptions, amenities and other information shown for each accommodation are accurate.

However, minor changes may occur over time, including changes to furniture, decoration, equipment or other non-essential elements.

Such minor differences do not constitute grounds for compensation where the overall standard, capacity and essential characteristics of the accommodation remain substantially unchanged.

Guests are responsible for reviewing the location, property description, facilities and surrounding area before making a reservation.

20. Limitation of Responsibility

Cozy Stays is responsible for matters directly related to the accommodation management services it provides.

Cozy Stays cannot be held responsible for circumstances outside its reasonable control, including but not limited to:

  • works or noise outside the accommodation;

  • actions of neighbours or other third parties;

  • interruptions to public water, electricity, telecommunications or internet services;

  • public infrastructure failures;

  • weather conditions;

  • transport disruptions;

  • acts of public authorities;

  • criminal acts committed by third parties.

Any theft, break-in or criminal incident should be reported immediately to the competent authorities and to Cozy Stays.

Nothing in these Terms and Conditions excludes or limits any liability that cannot legally be excluded under applicable Portuguese or European consumer protection law.

21. Unavailability and Exceptional Circumstances

In exceptional circumstances, an accommodation may become temporarily or permanently unavailable due to events such as serious damage, flooding, fire, utility failures, safety concerns or other circumstances beyond reasonable control.

Where this occurs, Cozy Stays will make reasonable efforts to offer alternative accommodation with similar characteristics.

If an appropriate alternative cannot be provided or the proposed alternative is not accepted, the guest will receive the applicable refund for the unused portion of the stay.

Cozy Stays will not be responsible for additional indirect costs arising from circumstances beyond its reasonable control, except where otherwise required by law.

22. Privacy and Guest Information

Personal information collected in connection with reservations, check-in and guest communication will be processed for legitimate operational, contractual and legal purposes.

Information may also be processed where necessary to comply with Portuguese guest-registration, invoicing, tax or other legal obligations.

Further information regarding the processing of personal data is available in the Cozy Stays Privacy Policy.

23. Breach of These Conditions

Failure to comply with these Terms and Conditions, the accommodation's individual house rules or applicable law may result in additional charges, termination of the stay or removal from the accommodation where proportionate and legally permitted.

Where a stay is terminated due to serious misconduct or a substantial breach caused by the guest, no refund will be due for the unused portion of the reservation unless required by applicable law.

24. Changes to These Terms

Cozy Stays may revise these Terms and Conditions whenever necessary to reflect changes in its services, operational procedures or applicable legislation.

The version applicable to a reservation will generally be the version available at the time the reservation is confirmed, except where a later change is required by law.

25. Applicable Law

These Terms and Conditions are governed by Portuguese law.

Any dispute shall be dealt with by the competent courts or alternative dispute resolution mechanisms in accordance with applicable Portuguese and European Union legislation, without prejudice to any mandatory consumer rights.

By making a reservation and using an accommodation managed by Cozy Stays, the guest confirms acceptance of these Terms and Conditions.