Reservation Policy
RESERVATION
Your reservation can be done in two different ways, directly on the website or by emailing us to geral@cozylisbon.com.
When booking directly through the website, you will receive an authomatic message from the platform with all the details of your reservation. You will also receive a link with all the details you need for the payment, which is done online through Cloudbeds platform.
As soon as the payment is done, your reservation is confirmed.
CANCELLATION
TMT
Your stay can be cancelled, without fees up to 14 days before your check-in date. After this period cancelation fees will be applied, according to the following directions:
- 50% of the stay value during the 14 days prior the check-in date.
- 100% of the stay value during the check-in day.
If your cancellation is related to the Covid-19 pandemic or illness, special measures be will applied:
The cancellation is free of charge up to 7 days before the check-in date. The value already paid will be converted on to voucher to be used within one year.
To take advantage of the special measures, it will be necessary to present a medical certificate.
To proceed with your cancellation, please send us an e-mail to teresa@cozylisbon.com so we can evaluate the situation and provide you the voucher.
In case of a full refund we will ask you to send us your Iban, information that will only be used to transfer the amount, being discarted after the transaction is done.
Every guest will be required to pay the City Tourist Tax of 2,00€ per night, per person. this fee will figure on the confirmation email and will be charged along with the stay value
The tax is not applied to children of 13 years old or less. It's responsibility of the guests to inform Cozy Lisbon if there are children in each reservation.
CHECK-IN
The check-in instructions will be sent by e-mail on the morning of your arrival. The check-in is done automatically with a pin code or locker in all the properties.
During the check-in process, our host will keep contact with the guest, helping on any matters that may be necessary. For this reason, we will request a cell phone number where we are able to easily reach the guest. Usually the contact is done by WhatsApp.
If by any case the presence of a host is required for help or any other situation, a member of our team will meet the guest at the building.
Before the arrival, it is necessary to fill in the Foreigners and Borders Service form, through the Chekin App, with the personal data of each guest. The form will be sent along with the check-in instructions. Alternatively, the data can be sent by email to Cozy Lisbon, who will fill in the form for the guest. This information will be shared with Foreigners and Borders Service for legal purposes and may also be used by Cozy Lisbon in case of non-compliance with the apartment rules. After the check-out this information will be carefully discarded.
At our properties check-in will be available from 16:00 (Portuguese Time).
On the last day, check-out must be done by 11:00 am.