In addition to these general terms and conditions, there are specific policies relating to individual apartments and their surroundings. They are listed in each apartment’s profile page.
After booking an apartment, the guest will receive an email/message from GEM Serviced Accommodation confirming the reservation and outlining the reservation process.
Before arrival, the guest will receive an email/message containing a pre-check-in form. The guest is required to complete this form with information regarding their arrival and provide MANDATORY identification details, in accordance with Portuguese legal requirements.
Guests are kindly requested to complete the form at least 48 hours prior to arrival. In the case of last-minute bookings, the form should be completed as soon as possible.
GEM Serviced Accommodation reserves the right to refuse check-in if the guest fails to provide valid identification, provides misleading information, or if the reservation is suspected to be fraudulent.
Unless otherwise agreed, check-in is after 15:00.
GEM Serviced Accommodation staff will contact the main guest one day prior to arrival to schedule the check-in. Guests are required to provide an estimated time of arrival (ETA) at least 24 hours before arrival, so that GEM Serviced Accommodation can ensure that a team member is available to welcome them at the apartment.
On the day of arrival, guests must call or send a message to the provided phone number at least 45 minutes before arriving at the apartment entrance and then proceed directly to the apartment.
All contact details for GEM Serviced Accommodation, including email addresses and telephone numbers, will be provided after booking confirmation. We cannot accept responsibility if the guest fails to follow the check-in instructions.
a. Due payments
Any outstanding balance must be paid in cash (Euros) to GEM Serviced Accommodation staff upon arrival.
GEM Serviced Accommodation reserves the right to cancel the reservation if the guest refuses to pay the amount due at check-in.
b. Late check-in
Any check-in after 20:00 is subject to a late check-in fee of €30. After 00:00, the fee is €50, payable in cash (EUR) to our staff upon arrival.
If the city tax is not included in the total price on your booking platform, it must be paid upon arrival. This tax applies to guests aged 13 and over and is subject to a maximum of EUR 28 per guest.
The city tax must be paid in cash (Euros) to GEM Serviced Accommodation staff at check-in. GEM Serviced Accommodation reserves the right to cancel the reservation if the guest refuses to pay the applicable city tax.
In the case of an extension of the stay, the tax will be charged for up to a maximum of seven nights in total (including the original booking period), in accordance with the rules outlined above.
Guests must indicate the exact number of guests in their reservation and confirm this information in the pre-check-in form. The number of guests staying at the property must not exceed the number stated in the booking.
The maximum occupancy must not exceed the limit indicated on the apartment listing page. If the number of guests exceeds this limit, GEM Serviced Accommodation reserves the right to require guests to vacate the property immediately, without any compensation or refund of fees paid.
The age of any children must also be provided in the pre-check-in form prior to arrival, so that our reservations team can correctly calculate the applicable city tourism tax, which is collected at check-in.
Upon check-in, GEM Serviced Accommodation will provide TWO sets of keys.
Guests are responsible for ensuring that the keys are not lost or left inside the apartment. Additional charges will apply in the event of lost keys or lockouts.
Please note that it may take up to 90 minutes for our staff to arrive on-site to assess the situation and assist.
All appliances and amenities available in the apartment are listed on the property’s page. GEM Serviced Accommodation cannot provide any items that are not specified (e.g. air conditioning, heaters, television sets).
Any issues within the apartment (e.g. electrical problems, equipment malfunctions, water leaks) must be reported to our office by email or telephone immediately.
Depending on the nature of the issue, resolution may take up to 72 hours or longer if third-party services are required. We will make every effort to resolve any issues as quickly as possible to minimise any impact on the guest’s stay.
While respecting guests’ reasonable privacy, GEM Serviced Accommodation reserves the right to access the property at any time if necessary for inspections, repairs, or emergencies.
Baby cribs and highchairs may be requested in advance and are subject to availability. Baby cribs are subject to an additional charge, payable in cash upon arrival, while highchairs are provided free of charge.
From the moment of check-in until check-out, the guest is responsible for the proper use of the property.
Any negligent behaviour affecting the security, cleanliness, or maintenance of the property and its equipment may result in additional charges to the guest.
a. Appliances and devices
If any appliance is not working or if guests are unsure how to operate any device in the house, they should contact GEM Serviced Accommodation staff for assistance.
b. Cleaning
The apartment will be cleaned prior to guests’ arrival.
GEM Serviced Accommodation includes cleaning of the apartment, as well as bed linen and towels, every 7 nights during longer stays.
The standard service includes one set of towels, bed linen, and essential amenities such as shampoo, body soap, and toilet paper per reservation. Once these essentials have been used, guests are responsible for replenishing them according to their preferences.
Additional cleaning services and supplies, including changes of bed linen and towels, are available upon request for an additional charge.
Guests are not required to clean the apartment at check-out.
However, guests are required to leave the apartment in a neat and tidy condition and to dispose of all rubbish prior to departure, to allow us to prepare the apartment for the next guest in a timely manner. Please do not leave rubbish outside the apartment or building. Please use the designated street waste bins.
c. Pets
Unless prior authorization has been granted by GEM Serviced Accommodation, no pets (of any breed, size, or age) are allowed in the apartments.
If any unauthorised pet is found in the apartment, GEM Serviced Accommodation reserves the right to require guests to vacate the property immediately, without any compensation or refund of fees paid.
Any damage caused by the presence of pets will be charged to the guest to cover the cost of necessary repairs.
d. Smoking policy
All GEM Serviced Accommodation properties are strictly non-smoking, both indoors and outdoors. This includes balconies, patios, terraces, and garden areas.
Smoking inside the property may result in an extra cleaning fee being charged to the guest.
e. Furniture
Guests are not permitted to make any alterations or additions to the layout of the accommodation or its contents.
f. Items in the apartment
All items located in the apartment remain the property of the owner and must not be moved or removed from the property, even during the stay.
g. Parties
It is strictly forbidden to hold parties or events within the property, as the apartments are intended for accommodation purposes only.
h. Quiet hours and disturbances
Between 22:00 and 08:00, guests are required to keep noise to a minimum. Guests must avoid disturbing neighbours when opening or closing the apartment or building doors. Please note that failure to respect these rules may negatively impact the experience of other residents in the building.
Reservations for illegal or immoral activities are not permitted.
The guest whose name appears on the booking confirmation shall be responsible for the conduct of all members of their party, for compliance with these Terms and Conditions, and agrees to avoid any illegal activity.
Guests must not invade the privacy of the owner or publish or disclose any information that could allow a third party to identify the property address or the identity of the owner, even if such information is publicly available.
Guests are primarily responsible for their own safety during their stay at GEM Serviced Accommodation. Guests must follow all instructions provided by GEM Serviced Accommodation staff during check-in and throughout the stay.
If guests become aware of any health or safety risk during their stay, they must inform GEM Serviced Accommodation staff immediately.
Upon departure, guests must ensure that gas appliances are turned off, windows are closed, and all lights, air conditioning, and heating systems are switched off.
Check-out is until 11:00 AM. All guests must vacate the apartment by the designated check-out time.
We kindly ask guests to inform GEM Serviced Accommodation of their intended check-out time in advance.
Guests must not leave keys in the door lock under any circumstances.
Guests who fail to check out by 12:00 PM will be charged an additional full day’s accommodation fee, unless prior authorisation has been granted by GEM Serviced Accommodation staff. If the guest refuses to vacate the property, GEM Serviced Accommodation reserves the right to enter the accommodation, remove belongings, change the locks, and take any further necessary action. Any associated costs will be charged to the guest.
Upon departure, guests are kindly requested to:
Guests are expected to treat the apartment with care, as if it were their own home.
In the event of proven damage or improper use of any equipment or furniture, the cost of repair and/or replacement may be charged to the guest.
a. Items left in the apartment
GEM Serviced Accommodation is not responsible for any items left in the apartment after check-out. Any belongings found in the property may be returned upon request. The guest is fully responsible for any costs associated with the recovery and return of their belongings.
Lost property will be stored for a period of up to three months after check-out. After this period, items may be disposed of or donated to a charitable organisation at our discretion.
Guests must notify GEM Serviced Accommodation of any damage to the accommodation, its contents, fixtures, or fittings that occurs during the stay, even if the guest considers the damage to be normal wear and tear or does not believe the damage to be their fault.
Failure to report any such damage may result in the guest being held liable for the full cost of repair or replacement.
Any charges related to property damage may be charged to the credit or debit card provided by the guest at the time of booking. By making a reservation, the guest authorises GEM Serviced Accommodation to charge such costs to the payment card provided.
The guest acknowledges that the property is a private home and agrees not to access any cupboard, closet, or drawer sealed with tamper tape. Any breach or removal of tamper tape may result in a fixed penalty charge, as specified in the house rules.
A damage deposit may be required upon check-in. The amount of the deposit varies depending on the property and is specified in the apartment information.
Guests may be required to provide valid credit card details upon arrival for the purpose of the damage deposit.
The deposit will be released after check-out, once the apartment has been inspected. In the event of any damage to the property, GEM Serviced Accommodation reserves the right to deduct the amount necessary to cover repair or replacement costs.
Receipts or supporting documentation may be provided to the guest as proof of the charges applied. Any remaining balance between the deducted amount and the actual repair cost will be refunded accordingly.
The services provided by GEM Serviced Accommodation are limited to the apartment itself and the relationship with guests during their stay. GEM Serviced Accommodation shall not be held responsible for any occurrences outside the boundaries of the apartment, including but not limited to: building cleaning and maintenance, external noise, construction works, neighbours’ behaviour, or any other issue not directly related to the apartment itself.
The apartment photographs and descriptions are produced by GEM Serviced Accommodation and reviewed by the property owners. Minor variations between the apartment and the images or descriptions displayed on the website or booking platforms may occur, without affecting the overall standard, condition, or amenities of the property.
GEM Serviced Accommodation will not provide compensation, refunds, or relocation to alternative properties based on personal taste, preferences, or subjective opinions regarding the apartment. It is the guest’s responsibility to ensure, prior to booking, that the selected area, street, or neighbourhood meets their expectations and preferences.
GEM Serviced Accommodation shall not be held responsible for any loss, damage, or injury occurring directly or indirectly during the guest’s stay, including but not limited to: personal injury, damage or loss of personal belongings, theft, criminal activity, fire, or misuse of the property.
The same limitation of liability applies to any interruption, deficiency, or failure in the supply of utilities or services, including gas, electricity, water, telephone, or internet services.
GEM Serviced Accommodation shall not be held responsible for any delays, accidents, losses, schedule changes, or rate changes related to services provided by third-party suppliers.
GEM Serviced Accommodation and its staff shall not be liable for any errors, omissions, or misrepresentations made by third parties, nor for disputes between guests and third parties, or for the content of external websites or links other than the platform through which the booking was made.
If guests fail to comply with these Terms and Conditions, or engage in inappropriate or disruptive behaviour, GEM Serviced Accommodation reserves the right to require guests to vacate the property immediately, without any compensation or refund of fees paid.
This agreement is entered into between the guest and GEM Serviced Accommodation; the company duly authorised to arrange the rental of the accommodation. This agreement grants the guest a temporary licence to occupy the accommodation for the agreed period only.
Guests are not considered tenants of the accommodation and are not granted exclusive possession of the property. The stay is provided under a licence to occupy.
In the rare event that a booked apartment becomes unavailable due to circumstances beyond our control — such as water damage, technical issues, or other unforeseen events — GEM Serviced Accommodation shall not be held liable for any inconvenience caused. However, we will make reasonable efforts to relocate the guest to an alternative apartment with similar characteristics and standards.
If the guest does not accept the proposed alternative accommodation, the amount paid for the unused portion of the stay will be refunded. Neither the property owner nor GEM Serviced Accommodation shall be liable for any additional compensation or costs arising from the cancellation or relocation.
GEM Serviced Accommodation shall not be held responsible for the theft, loss, or disappearance of personal belongings left in the apartment.
GEM Serviced Accommodation collects and processes personal data provided by guests, including but not limited to identification documents, passport details, contact information, payment details, and pre-check-in information, for the purposes of managing reservations, complying with legal obligations, processing payments, and providing accommodation services.
Guest information may also be shared with competent authorities where required by Portuguese law, including immigration, tourism, or public security authorities.
All personal data is processed in accordance with applicable data protection legislation, including the General Data Protection Regulation (GDPR) and Portuguese data protection laws.
Guests acknowledge and agree that the provision of certain personal information is mandatory for the completion of the reservation and check-in process. Failure to provide the required information may result in the cancellation of the booking or refusal of check-in.
GEM Serviced Accommodation reserves the right to update or amend these Terms and Conditions at any time, as required. It is the responsibility of all parties using GEM Serviced Accommodation services to review the latest version of these Terms and Conditions prior to making a booking.
By using GEM Serviced Accommodation services, guests acknowledge and accept these Terms and Conditions, including any future amendments, and agree to comply with them.
These Terms and Conditions do not affect the guest’s statutory consumer rights.
As GEM Serviced Accommodation is established in Portugal, these Terms and Conditions shall be governed by and interpreted in accordance with Portuguese law.
The Portuguese courts shall have exclusive jurisdiction over any dispute or legal action arising from or relating to a booking made with GEM Serviced Accommodation.