Payment Policy:
Reservations are guaranteed upon payment of the full amount by the chosen means of payment at the time of booking.
The reservation is guaranteed once proof of payment has been received on the platforms intended for this purpose.
Failure to pay this amount will result in automatic cancellation of the booking.
For bookings made through the Booking.com platform, payment of tourist taxes will be requested at the time of check-in or check-out, in accordance with the legislation in force imposed by Coimbra City Council. https://www.coimbra.pt/2023/05/cm-de-coimbra-aplica-taxa-turistica-na-melhoria-das-condicoes-para-os-turistas/
We can store your luggage at reception at your convenience
Cancellation policy:
The condition for canceling a reservation depends on how far in advance you notify us:
- If it is up to 5 days before the check-in date, there will be a full refund of the amount paid for the reservation;
- If it is within 4 days of check-in, 100% of the total amount of the reservation will be charged.
- the cancellation policy should be checked on the platform where the booking is made; there may be some differences from the above.
If the guest does not show up on the day of the reservation, it is considered a "no-show" and the total amount of the stay will be charged.
Guests who have already settled in can interrupt their stay without the right to a refund.
Terms and Conditions:
I. Scope of application
The terms and conditions contained in this document apply to the relationship between the potential guest, hereinafter referred to as the Client, and R3 Service, from the time of the booking request until the end of the stay.
In situations not provided for in the Terms and Conditions, the applicable legislation shall apply.
II. Booking Policy
Reservations can be made by telephone, e-mail and through our website and Facebook page, and through the Booking.com and Airbnb booking engines, among others. Bookings by telephone, e-mail, website and Facebook are subject to availability.
After the booking request, if rooms are available, Five Senses will provide the details for the booking transaction.
R3 Service only guarantees that a room/accommodation of the type booked will be available.
III. Arrival and departure
R3 Service will make the room/accommodation of the reserved category available from 3 p.m. on the scheduled arrival date. If no reservation has been made and accommodation is requested at reception, it is subject to availability at the time.
At check-in, guests must identify themselves and provide the receptionist with their identification document (identity card/passport).
At the online check-in, you must fill in all the mandatory fields so that R3 Service can provide the data requested by SEF (Foreigners and Borders Service) and INE (National Statistics Institute).
On the date of departure, the Client must leave the room free of people and goods and without any damage by 11 am.
Check-in and check-out may take place outside of the set times provided that availability is checked with the hotel's staff and/or via online check-in and check-out.
If the room is not vacated by 11 a.m. on the day of departure, without any justification or prior consent from R3 Service, compensation corresponding to the price of one night will be charged immediately, with the Customer only having the right to use the room during this period if rooms are available. Otherwise they will have to pay the compensation and leave the room as soon as possible.
R3 Service does not have a 24-hour reception service. Please let us know your arrival time.
When you check in, you will be given a key ring with the keys you need for your stay. If you lose one of the keys, you should go to R3 Service and report it immediately by e-mail to geral@r3service.pt, and the value of the key will be charged to the guest.
The keys must be returned at check-out.
IV. Terms of use
Only the persons indicated in the accommodation reservation will have the right to use the room/accommodation. Temporary visits by our guests are only permitted with the prior consent of R3 Service management.
The Customer and accompanying person(s), if applicable, must use the room/accommodation in the appropriate conditions, with care and consideration.
The Customer and the accompanying person(s), if applicable, must treat other guests with consideration and respect the Regulations made available in each room/accommodation.
The common areas and equipment available to guests must be used in the appropriate conditions and left clean and in good condition.
All damages, breakdowns and thefts associated with the Client will be charged for, taking into account the value of the damage in question.
Children under the age of 16 must be supervised by an adult guest at all times during their stay at Five Senses.
R3 Service will not be held responsible for personal belongings that may go missing within its premises.
The Customer must always close the access doors to the building and the door to their room and ensure that they are properly locked.
In the event of an emergency, the Customer must call the contacts provided in the regulations in the room/accommodation for this purpose.
V. Pets
Policy on staying with animals:
You should consult the animal policy in the advertisement and on the appropriate platform for the room/accommodation in question.
The introduction by the guest of animals in the accommodation allows R3 Service to inform the Client of the obligation to leave without being refunded the amounts paid in the meantime for the availability of the room/accommodation during the contracted period of stay.
VI. Noise
As a matter of respect and understanding for all guests, we ask you to pay special attention to silence in the social areas, stairways and corridors.
Between 11 p.m. and 7 a.m., activities that cause noise likely to disturb other guests are not permitted, in accordance with the General Noise Regulation.
VII. Access to the room/accommodation by R3 Service
The R3 Service team will have the right to enter the room/accommodation during the Client's stay in order to carry out cleaning, repairs and similar work, always with the guest's agreement or if previously agreed.
VIII. Price of stay and other prices
The price of the stay to be paid by the Client constitutes the consideration for the use of the room/accommodation for the period between arrival and departure.
The total price of the stay will be charged per night, regardless of whether the Customer has actually used the room.
The applicable rates shall be the agreed prices or the prices set out in the R3 Service price list in force on the date of the booking request. R3 Service shall have the right to update prices by informing the Customer in good time.
The fees and amounts indicated for the stay are all plus VAT at the legal rate in force, unless expressly stated otherwise.
R3 Service makes information and promotions available on its website.
Offers and promotions are temporary and subject to specific conditions.
Specific payment conditions may apply to travel agencies, tour operators and other entities.
IX. Payment conditions
The cost of the stay and extra services (extra bed) must be paid at the time of booking, except for any supplements that may be purchased after check-in.
R3 Service accepts payments by cash, ATM, Paypal or bank transfer. We accept debit and credit cards.
Checks are not accepted.
Specific payment conditions may apply to travel agencies, tour operators and other entities.
X. Complaints
There is a complaints book available in all the rooms/accommodations managed by R3 Service.
Any complaints or suggestions should be sent to the management at the e-mail address geral@r3service.pt.
If it is found that there is a defect in the Customer's room, R3 Service has the right to opt for repair and relocate the guest to a room in the same category as the one contracted with the guest. Only defects likely to jeopardize R3 Service's level of service and quality will be considered.
XI. Responsibility of R3 Service
R3 Service will be responsible for ensuring adequate hygiene, cleanliness and safety conditions for the accommodation.
R3 Service shall not be held responsible for any personal belongings that may go missing within its premises.
R3 Service shall not be liable for any loss of data provided by the Customer in the event of electronic transmission of payment data, and shall only be liable in the event of fault.
R3 Service shall not be liable to the Customer in the event of a delay in the availability of the room in the event of force majeure. Force majeure reasons are those that make it impossible or more difficult for the room to be made available, such as strikes, blockades, natural disasters, accidents in the room itself or in the accommodation.
XII. Duty to notify
In the event of theft, damage to property, fire, flooding or other damage to the room, the Customer must immediately inform the R3 Service team and do everything possible to help resolve the situation.
XIII. End of stay
R3 Service has the right to terminate the stay if the Client fails to pay the amount due, or if the Client displays any behavior that affects good coexistence, quiet or hygiene.
The Client may request the end of their stay at any time up to 6:30 p.m., to take effect from 12 noon the following day.
XIV. Data protection
The personal data of the Client and their companion(s), if applicable, will be stored and processed by R3 Service and service providers, in accordance with the Law, for the services requested by the Client and for their own advertising campaigns.
The Customer shall have the right to object at any time to the use of personal data for advertising purposes and must inform R3 Service.
Unless there is legislation to the contrary, the Customer's personal data must be deleted when the legal retention period ends.
XV. General provisions
The Terms and Conditions regulate the Customer's stay in the accommodation managed by R3 Service and their use of the room/accommodation.
The invalidity of one or more of the above provisions shall not affect the validity of the remaining provisions. The invalid provision will be replaced by the valid provision, as close as possible to the commercial and legal intentions of the parties or if this is not possible under current Portuguese legislation.