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Rental Policy for Heart & Soul Apartments

According to Portuguese law, short term rental contracts (less than 6 months) do not need a written contract. They are classified in a specific law and called “alojamentos locais”. You will find bellow the essential booking rules. In case you have any doubt, please contact us.

The Rental Policy below is valid for all bookings with Heart and Soul Lisbon. 

- If cancelled up to 90 days before date of arrival, 25% of the total price of the reservation will be charged.

- If cancelled up to 60 days before date of arrival 50% of total price of the reservation will be charged.

- If cancelled later or in case of no-show, the total price of the reservation will be charged.

 Please bear in mind that all the expenses concerning the refund will be supported by you. Any change in your booking will be charged 20 Euros as administration fee.

If you have booked one of our apartments in a 3rd party online booking site (, AirBNB, Wimdu) the Cancellation Policy in effect will be the one supplied by them when the booking was done.


Standard check-in :from 4 PM to 8pm for apartments until 4 bedrooms . For bigger apartments the check in is after 5pm

Delay fee of 20€ for delays of more than 2 hours from the planned arrival time. In this case you also might have to wait as it will be necessary to reschedule the check ins of that day.

Check-out: from 8 am until 11 AM for apartments until 4 bedrooms. For bigger apartments the check out is until 10am.

We will be flexible whenever possible, but we have to respect standard rules to guarantee service quality to all clients. We may have places to keep your luggage when you arrive (or on departure), and sometimes, even if the apartment is not ready yet, you can leave the luggage there as soon as you arrive.
So, the first step is to let us know as soon as possible if you need a different time.

Please note that, for legal reasons, you must bring a copy of the id card or passport of every guest.

Late Check-in Fee
Late check-in implies in special arrangement and logistic effort, so please inform us in advance if you need so we can plan it. A late check-in fee will apply.
Late check-in ( time of arrival to apartment/ meeting point) from 8 to 10pm a late check in fee of 20 euros; after 22 PM   is a 30 Euros fee.

At arriving a deposit should be paid in cash. The deposit will be refundable upon departure and return of the apartment in good condition (as when arrived).
Deposit amount:  1 and 2 bedrooms apartments =100 Euros, 3 and 4  bedroom apartments = 500 Euros, more then 4 bedrooms: 1000 euros.

The refundable deposit  should  be paid with a credit card through the paypal system (no need to have a paypal account,  and no transaction fee) or if you prefer in cash at the check in, please. For check outs before 8 am the refundable deposit will have to be paid by credit card (using the paypal system) and will be refund to you once you are gone and we have checked that the apartment was left in good conditions. If the deposit is paid in cash it will be returned at check out in cash too.


A Municipal Tourist Tax on overnight stays of 1 euro per person per night (for guests >= 13 years and until a maximum of 7 euros per person) will be paid in cash at arrival. It will be applied the reservation settings (total length of stay for the total number of guests).


- Parties, loud music and disturbances are strictly forbidden
- Please respect your neighbors
- Silent hours from 10pm to 8am
- Please respect the noise level in the building common areas
- A 60€ fee will be charged when losing the keys of the apartment.
- All guests must treat the property and furnishings of the apartment with total respect

If neighbors complain the refundable deposit will not be returned. If the neighbors call the police, it can result in immediate eviction. This will also result in loss of prepaid rent and refundable deposit.

The tenant signing the check-in form will be liable for the correct behavior of all the persons with him/her, and specifically avoiding any activity that is against any law or health policy.

Smoking is strictly not permitted in the apartments.

Pets are not allowed in the apartments unless previously agreed.

The apartment will be cleaned prior to the arrival of each tenant and the beds will be already prepared at arrival (the number of beds prepared will be according to the number of guests of the reservation) . Towels and linen are included in the price (1 set of 1 hand and 1 bath towel per guest).
When leaving, the tenant is obliged to leave the apartment in the same condition as it was at arrived. This includes the kitchen cleaning and dishes that are tenant´s responsibility.

Final cleaning is included (except kitchen) but if these conditions are not fulfilled it will be charged an additional cleaning: At check out, the apartment should be left in good conditions and the kitchen in proper condition with no dishes to wash (placed in the cupboards), the fridge empty and no garbage in the apartment.

You must inform us about the number and age of the guests.
The price proposed reflects exactly the number of guests informed. 
If you have any additional guest not mentioned on proposal you must inform us immediately as extra fees may apply. In any case, the apartment has a maximum capacity of guests that should be respected.

VIII) Short term residential purposes
The letting of the property is intended solely for short term residential purposes of a special transitory nature , specifically self-catering accommodation , designated by the Portuguese Law by “alojamento local”. Self-catering apartments are not tourist lodging like hotel and similar.