Your reservation can be done in two ways, directly on the website or by email, via or . When making a reservation on the website, you should wait for a confirmation email where we will also send you all the payment details.
Although we have the possibility to receive payments in cash or through ATM, due to the Covid-19 pandemic, we kindly ask our guests to pay by bank transfer, avoiding the handling of cash or cards. The only amount that must be paid in cash will be the City Tourist Tax, following the instructions given on the check-in email.
The reservation payment will be done in two stages:
After confirming your reservation, you will receive our bank details in your email, to make the first payment of 50% of the stay. The remaining amount must be paid on the day of check-in.
After both payments the proof must be sent by email to
Cancellation of your stay can be done free of charge up to 15 days before your check-in date. The deadline will be indicated in the initial booking confirmation email. After this date, fees will be charged according to the following:
- 50% of the value of your stay, during the period of 15 days before the check-in date.
- 100% of the stay during the check-in day.
If your cancellation is related to the Covid-19 pandemic or illness, special measures will applied:
- Cancellation of the stay is free of charge up to 7 days before the check-in date.
- The reservation fee (50% of the amount paid for the reservation) is returned as a voucher that you will be able to use within one year.
In order to be eligible for this special measures, it will be necessary to present a medical certificate or proof of your flight cancellation due to Covid-19.
CHECK-IN & CHECK-OUT
The check-in in our apartments is done automatically, by self check-in, keeping the virtual contact, by email, WhatsApp or phone so that our guests can feel accompanied during the whole process. In case of a necessary face-to-face meeting with the host, we will take the precautions, guaranteeing safe equipment, such as disposable masks and gloves so that the contact can be made safely for both parties.
Before arrival, it is necessary to fill out the form of the Serviço de Estrangeiros e Fronteiras, through Talkguest application, with the personal data of each guest. Alternatively, the data can be sent by email to Cozy Lisbon, who will fill out the form for the guests. This information will be shared with SEF for legal purposes and may also be used by Cozy Lisbon in case of non-compliance with the apartment rules. The link to access the form is sent together with the check-in instructions.
The guest has the obligation to read Cozy Lisbon Contingency Plan, related to the pandemic, which is available on this website and will be sent together with the check-in instructions email. Upon arrival it is mandatory to use a mask in the common interior areas and to disinfect the hands with the sanitizer located in the hall of each building.
The access data will be sent by e-mail after we receive the proof of the first payment.
Check-in will be available from 16:00 (Portuguese Time).
On the last day the check-out must be done until 11 am.
Upon arrival at the apartment, a message will be sent with a summary of the most important information to be kept about the space. All the complementary information will be available in the house book, where you can also find some suggestions about the neighborhood. We will also be available to help in any situation, maintaining virtual contact via WhatsApp or e-mail.
During the stay, we appreciate that our guests take into account that our apartments are located in residential areas and for this reason it is necessary to comply with some rules, such as:
- Use a mask for circulation in common areas;
- Respect the Law of Noise, avoiding noise between 10 pm and 8 am;
- Keep the doors of the buildings closed after use and avoiding to pass the entry codes to individuals who are not part of your reservation;
- Don't leave garbage or personal belongings in the common areas of the buildings;
- Keep electrical equipment switched off whenever the apartment is empty;
In Graça building, its forbidden to unplug any of the garden area electrical equipment to ensure the maintenance of the pool.
During all stays in Cozy Lisbon apartments, a security key for each apartment is always kept, which can be used by the company in case of emergency. Cozy Lisbon team will not use this key without the guest's authorization at any other time.
It is not allowed to hold parties or any kind of gathering inside our facilities, except on events authorized in writing by Cozy Lisbon.
Our Covid-19 Contingency Plan will be sent by email along with your check-in instructions. You should read it carefully in order to know all our methods to fight the pandemic. In your apartment you will also be left with some information with the summary of this information.
In an emergency situation, in which a guest feels any of the symptoms caused by Covid-19, he/she should contact the host. You should also contact the National Health Service line Saúde 24 (808 24 24 24).
We will do everything in our power to provide the necessary help any guest to safely wait on our property for a Doctor's observation.
To keep our buildings safe, we appreciate that you always wear a mask when traveling in the common areas
On the entrance of each building there will be a hand disinfectant, use it whenever you enter the property.
Please try to follow a nice respiratory policy. Do not sneeze or cough to your hands
Avoid contact with other guests. If you notice that one of the corridors is busy, wait for it to be free to walk.
At Graça building the use of the garden and swimming pool must be done responsibly, keep the social distance, avoiding staying in the same area as other guests.
If you experience any symptoms you should alert your host and contact the National Health Service at Saude 24 line
800 24 24 24
Cozy Lisbon Team