GENERAL
These terms and conditions apply to all goods and services provided or arranged by GEM SERVICED ACCOMMODATION on this website (www.gemaccommodation.com) or other platforms and communication channels operated by GEM SERVICED ACCOMMODATION.
GEM SERVICED ACCOMMODATION reserves the right to update its terms and conditions at any time as required. It is the responsibility of parties using the GEM SERVICED ACCOMMODATION service to review these Terms & Conditions in case of alterations before a reservation.
By agreeing to use the GEM SERVICED ACCOMMODATION service, it is understood that the guest accepts any changes and that all parties will comply with these changes.
These Terms & Conditions do not affect the statutory rights of guests.
RENTALS
Pre-Check-in
After booking an apartment, an e-mail will be sent by the GEM SERVICED ACCOMMODATION team confirming the reservation and describing the apartment details in a reservation voucher.
Before guests arrive, GEM SERVICED ACCOMMODATION will send an e-mail with a pre-check-in form. Guests are asked to fill in mandatory information about the arrival and documentation legally required by Portuguese law.
Arrival and Check-in
Unless otherwise agreed, check-in takes place after 2 PM.
Guests must give an ETA at least 24 hours before arrival so that GEM SERVICED ACCOMMODATION can ensure enough people are available to welcome guests to the apartment.
Guests must contact the Head of Operations via text or call the phone number provided at least 45 minutes before arriving at the apartment’s front door.
All GEM SERVICED ACCOMMODATION contacts, such as e-mail and phone numbers, will be supplied after the reservation confirmation. We cannot take any responsibility if the guests fail to follow the check-in instructions.
Due Payments
Any outstanding payments must be paid to the GEM SERVICED ACCOMMODATION staff upon arrival. The GEM SERVICED ACCOMMODATION staff members have the right to cancel the reservation if the guests refuse to pay the amount due at check-in.
Late Check-in
Any check-in after 8 PM is subject to a late check-in flat fee of 30 € to be paid to our staff upon arrival.
City Tourist Tax
(Applies to Lisbon apartments only)
Please note that a city tax of 2 € per person per night is not included in the total price and must be paid on arrival. This tax is charged to guests aged 13 and older. It is subject to a maximum amount of 14 € per guest.
The payment of the city tourist tax must be paid to our staff in cash (Euros) at check-in. The GEM SERVICED ACCOMMODATION staff member has the right to cancel the reservation if guests refuse to pay the city tourist tax.
Note: This does not apply to Airbnb guests since they pay it directly on the booking channel, which collects it on behalf of the Lisbon City Council. Airbnb charges the city tourist tax on the total amount of the reservations. Guests that have made their reservations on www.airbnb.com should ignore the rules above related to the city tourist tax.
In case of extension of the rental period up to a total of 7 days (including the previous rental period), guests must pay the amount due, following the rules provided above.
Apartment Keys
Upon check-in, GEM SERVICED ACCOMMODATION will provide 2 (two) sets of keys. Guests must be careful not to lose it or leave it inside the apartment. Additional fees will be charged for lost keys or lockouts. Please be advised that it may take up to 90 minutes for our staff to arrive to assess the situation and act accordingly.
Apartment Appliances and Amenities
All the appliances and amenities inside the apartment are detailed on the profile page. GEM SERVICED ACCOMMODATION cannot provide any item that is not listed (e.g., air conditioning, heaters, TV set).
Maintenance and Special Requests
Any problem inside the apartment (e.g., electric issues, equipment malfunction, water leaks) must be reported to our office by e-mail or phone immediately. Depending on the problem, the resolution might take up to 72 hours or even more if it depends on third-party services.
While respecting guests’ privacy, GEM SERVICED ACCOMMODATION reserves the right to access the property at all times, if necessary, for inspections, repairs, and emergencies.
Extra beds and baby cribs can be requested in advance but are limited to availability at that time. These items are subject to additional charges that are due to be paid upon arrival.
Specific Conditions
In addition to these Terms & Conditions, there are other specific policies relating to individual apartments and their surroundings. They are listed on the profile page of each apartment.
GUEST HOUSE RULES
From check-in to check-out, guests are deemed responsible for good usage of the property. Any negligent behaviour concerning the security, cleaning or maintenance of the property and equipment might result in additional fees.
Appliances and Devices
If an appliance does not work or guests are unsure how to use any device in the property, the GEM SERVICED ACCOMMODATION staff should be contacted.
Cleaning Policy
The apartment will be cleaned before guests arrive.
GEM SERVICED ACCOMMODATION includes cleaning of the apartment, as well as bed linen and towels every 7 (seven) nights.
GEM SERVICED ACCOMMODATION basic service includes one set of towels, bed linens and hand soap for each reservation. Additional cleaning services and products, including a change of sheets and towels, are available by requesting an additional charge.
Guests do not have to clean the apartment at check-out.
GEM SERVICED ACCOMMODATION requires guests to leave the apartment neat and tidy, as well as take out the rubbish outside the door of the apartment or the entrance of the building. Use the rubbish bins in the street that are provided for that purpose.
Pets Policy
Unless there is a previous authorisation from our side, absolutely no pets (of any breed, size or age) are allowed in the GEM SERVICED ACCOMMODATION properties. If any pet is found in an apartment, GEM SERVICED ACCOMMODATION reserves the right to require guests to leave the property without any compensation or refund of already paid fees.
Any damage related to pets presence in the property will be charged to guests to make the necessary repairs.
Smoking Policy
All GEM SERVICED ACCOMMODATION properties are entirely non-smoking, inside and outside. This includes all balconies, patios, terraces and garden areas.
Smoking in the property is subject to a full cleaning fee charge.
Furniture
Guests are not allowed to make any alteration or addition whatsoever to the property layout or its contents.
Items in the Apartment
All items found in the apartment belong to the owner and are not to be moved or removed from the property.
Parties
It is forbidden to throw parties inside the property. The property is for accommodation purposes only.
Quiet Hours and Disturbances
Between 10 PM and 8 AM, please keep all noise to a minimum. Please do not disturb neighbours when opening or closing the apartment door or the building door. It might affect the global experience since guests share the building with local and/or non-local residents.
Safety and Security
We do not accept reservations for illegal or immoral activities. The guest, whose name is on the booking confirmation e-mail, will be responsible for the entire group’s behaviour, respecting these Terms & Conditions, and agrees to avoid all illegal activity.
Do not invade the owner’s privacy or publish or reveal anything that might allow a third party to identify the address of the property or the owner’s identity (even if such information is already in the public domain).
Guests have responsibility for their safety during their stay at GEM SERVICED ACCOMMODATION. Guests must listen to any instruction or explanation provided by GEM SERVICED ACCOMMODATION check-in staff when showing the property.
If guests become aware of anything during the stay that is believed to be a health and safety risk, guests must immediately inform GEM SERVICED ACCOMMODATION staff. When leaving the property, guests must be sure to leave gas appliances turned off, windows closed, and air conditioning, central heating, and lights turned off.
Departure and Check-out
Check-out is until 11 AM, and all guests must leave the apartment by the designated check-out time. Guests must inform GEM SERVICED ACCOMMODATION of the desired check-out time.
Guests who fail to leave before noon will be charged an additional full day, unless previously authorised by GEM SERVICED ACCOMMODATION staff.
Guests must comply with the following:
● Leave the keys on the main table and close the door after written confirmation from the staff member.
● Do NOT leave the keys on the door lock or the mailbox.
● Do Not leave trash scattered around the property.
● Make sure all lights and equipment are shut off.
● Close the windows and shutters.
● Take care of the property as if it were their home. If guests refuse to leave, GEM SERVICED ACCOMMODATION reserves the right to enter the property, remove their belongings, change the locks, and take further action as necessary. Guests will be charged for the costs of any such action).
Early and Late Check-out
Check-out before 9 AM
The verification of the apartment will be carried out later by a member of our team.
Check-out after 9 AM
Confirm the departure time and coordinate it with our staff.
In the event of proven or improper misuse of any equipment or furniture in the property, the repair and/or replacement costs may be charged to guests.
Items Left in the Apartment
GEM SERVICED ACCOMMODATION is not responsible for any item left inside the apartment after the guest leaves. Any belongings found at the apartment might be returned upon request. Guests are fully responsible for all charges related to the process of getting back their belongings.
The belongings will only be stored for 3 (three) months after check-out. After that, they will be either thrown away or given to a non-profit organisation.
Number of Guests
Guests must indicate the exact number of guests on the Pre-Check-in form. No more than the number of guests specified in the reservation may stay at the accommodation. The number of people who may use the property should not exceed the amount indicated on the apartment page. If the number of guests exceeds the limit, GEM SERVICED ACCOMMODATION reserves the right to require guests to leave the apartment without any compensation or refund paid fees.
The age of all children must also be specified in the Pre-Check-in form before the day of arrival so our reservations department can account for the amount of the city tourist tax collected upon reservation.
Apartment Damage
Guests must notify GEM SERVICED ACCOMMODATION of any damage to the property, contents, fixtures or fittings that occur during the stay, even if guests consider the damage to be regular wear and tear or if guests do not believe the damage is their fault. If guests do not notify GEM SERVICED ACCOMMODATION of any such damage, guests will be liable for the damage up to the cost of a full replacement.
Any deductions for property damage will be charged to the credit or debit card supplied when booking the reservation.
The guest acknowledges that the property is a personal home and agrees not to access any cupboard, closet or drawer sealed with tamper tape and agrees to pay a fixed charge set in the house rules for any breach of any tamper tape.
Damage Deposit
A damage deposit is charged upon check-in. The damage deposit fee varies according to the property and is described in the property’s description. Guests must leave their credit card information in the Pre-Check-in form or a cash deposit upon arrival for the damage deposit fee.
If payment was made in cash, the money is refunded at check-out time after the property is inspected. If there are any damages to the property, GEM SERVICED ACCOMMODATION reserves the right to deduct any required amount that will be spent to compensate for any repairing costs. Receipts will be sent to guests as proof of the repair, and GEM SERVICED ACCOMMODATION will refund any difference between the money taken and the repair cost.
Note: This does not apply to Airbnb since it is already included in the total amount of the reservation.
LIABILITIES
The service of GEM SERVICED ACCOMMODATION is legally limited to the properties and the relationship with guests during the stay. GEM SERVICED ACCOMMODATION shall not be responsible for any occurrences outside the boundaries of the apartment such as, but not limited to, cleaning and maintenance of the building, outside noises, construction, behaviours of neighbours or any other issue directly related to the property.
The photos and descriptions of the properties are produced by GEM SERVICED ACCOMMODATION and reviewed by the owners. Minor changes in the apartment may be visible compared to the pictures on the website or the booking channel without compromising the overall condition and amenities.
GEM SERVICED ACCOMMODATION will not compensate guests, refund fees, or relocate guests to other apartments based on taste or feelings toward the apartment. It is the responsibility of our guests to assure, before booking, that the area, street or neighbourhood they choose to stay in is to their liking.
GEM SERVICED ACCOMMODATION shall not be responsible for any damage caused directly or indirectly that may occur during the guests’ stay in the property, such as but not limited to injury to person or possessions, theft or criminal behaviour, losses due to fire or misconduct, etc. The same applies to any shortages in the supply of gas, electricity, water, phone or Internet. However, we will promptly do everything in our power and take care of whatever situation arises in the shortest time possible.
GEM SERVICED ACCOMMODATION is not responsible for potential delays, accidents, loss or change of schedule or rates that are related to our suppliers’ services.
GEM SERVICED ACCOMMODATION and its staff are not responsible for errors and omissions, misrepresentation by third parties, disputes between a guest and a third party, or the content of external links other than the one on which the booking took place. If guests fail to comply with these Terms & Conditions, or in the case of misbehaviour by the guests, GEM SERVICED ACCOMMODATION reserves the right to require guests to leave the apartment without any compensation or refund of paid fees.
ATYPICAL SITUATIONS AND LEGAL ISSUES
This agreement is between the guest and GEM SERVICED ACCOMMODATION, the company duly authorised to arrange the rental of the property. This agreement is a licence to occupy the property during the agreed-upon period. Guests are not tenants of the property and have not been granted exclusive possession of the property. Guests are renting the property under a licence of occupation.
On the off chance a booked property becomes unavailable due to damage from a water leak, for example, or by any circumstance beyond our control, GEM SERVICED ACCOMMODATION will not be liable for the inconvenience caused. However, we will take any necessary steps to relocate guests to a property with similar characteristics. If guests do not accept the relocation, the total amount (excluding costs related to the days when the apartment was used by guests, if applicable) will be refunded, but neither the owner nor GEM SERVICED ACCOMMODATION shall be liable for any further fee regarding the booking cancellation.
GEM SERVICED ACCOMMODATION shall not be liable for the possible theft of objects left on the property.
APPLICABLE LAW
These Terms & Conditions are governed by and construed under the Portuguese law, where GEM SERVICED ACCOMMODATION is based.
Portuguese courts shall have sole jurisdiction in the event of legal action concerning any accommodation booking or other issue with GEM SERVICED ACCOMMODATION.