FAQ – Frequently asked questions

1. I have done some damage to my accommodation, what should I do?

You should inform the team of any damage that occurs to the accommodation during your stay so that we can identify costs and resolve the situation as soon as possible.

In the event of damage to equipment and/or infrastructure of the accommodation, an assessment will be made of the amount to be repaired or refunded, which may take up to 30 days.

We will contact you to inform you of the amount before it is removed from your account. The total amount may include material, transport and labour costs. Any compensation costs for subsequent guests who are rehoused or deprived of any contracted amenities due to the damage to the accommodation may also be charged.

Please contact us as soon as possible to avoid escalating costs.

Damage to equipment and infrastructures that are proven to be the result of normal use and wear and tear will not be charged to the guests.


2. I've lost my accommodation keys, what now?

If the keys to your accommodation have been lost, let us know as soon as possible in order to guarantee your safety.
The cost of returning your keys, changing the cannons and labour will be subtracted from the deposit.


For more information please consult the General Booking Conditions or contact our Customer Service

1. I want a cleaning during my stay, what should I do?

For extra cleaning during your stay just contact us by e-mail reservas@alojamentolocal.com or call + 351 932 994 254.

The cleaning will have an associated cost.


2. What cleaning service do we offer?

We have two types of LDE's (cleaning during the stay):

LDE

  • Change of bed linen;
  • Exchange of towels;
  • Garbage collection;
  • Kitchen tidying;
  • Toilet cleaning;

SIMPLE LDE

  • Exchange of towels;
  • Garbage collection;
  • Kitchen tidying;

3. Do I have to be in the accommodation during cleaning?

Permission will be requested to enter the accommodation on the scheduled date for cleaning.
Our team has access keys to the accommodation, we suggest that you leave them free so that we can work as efficiently as possible.



For more information please consult the General Booking Conditions or contact our Customer Service.

1.Can I modify or cancel my booking?

If your reservation was made on our website, you can contact us directly through our email reservas@alojamentolocal.com or through + 351 932 994 254 (call to national mobile network).
If you booked through a distribution channel (Booking.com or Airbnb) contact us directly through the booking chat.

All modifications are subject to new prices and availability.


2. Can I cancel my booking free of charge?

If you cancel your booking within 48h of your confirmation, we refund 100%.

If you cancel your booking within 15 days of your booking, we refund 50%.

Options listed above are not applicable if the check-in date is within the next 14 days.


In all other cases our cancellation policy does not provide for any refund.


For more information please consult the General Booking Conditions or contact our Customer Service.

1. I have a property and would like to monetize it, how do I proceed?

If you have apartments/townhouses in Quarteira, Vilamoura or Vale do Lobo and you wish to put them for short rental, you should contact geral@alojamentolocal.com.

What payment methods are available?

When booking directly on our website, you will need to put in a valid credit card details.

We accept payment with the following payment cards: VISA, MasterCard, Maestro and American Express.

We remind you that at the time of check-in, you must provide a bank card to block the deposit/caution.


When I book directly in AlojamentoLocal.com do I always have access to the best prices?

AlojamentoLocal.com has set a Best Price Guaranteed Policy, so in case you find a lower price, we will match it and also offer you an additional 5% discount!


For more information please consult the General Booking Conditions or contact our Customer Service.

1. What is the check-out schedule?

Check-out from the property must be done until 10:00, under penalties.

If you wish to check out later (late check-out), please contact the team for availability and associated fees.



2. What are the check-out procedures?

We hope you have felt at home, and for this we ask that you leave it as you found it.

  • Leave the dishes washed and take the rubbish to the nearest bin;
  • Confirm that lights and equipment are switched off;
  • Leave the keys next to the information book on the table;
  • Close all doors and windows;
  • Inform us of your departure: Send a photo through this platform or by e-mail to your host indicating your departure time and showing where you left your keys.


3. Where do I leave the keys?

The keys must be left on the table in the flat.

Send a photo to your host indicating that you left the flat and showing where you left the keys.


For more information please consult the General Booking Conditions or contact our Customer Service.


1. What are the restrictions for 1 night stays? 

You can either check in during normal Check-in hours (4p.m.–19p.m.) or request Late Check-in in person – this service is upon availability and at an extra cost.

*In stays of 1 night it is not possible to request Late Check-in with MasterLock (key lockers). This restriction is due to the fact that it is mandatory to sign the reservation agreement and deposit in the presence of one of our employees.

**In these cases the value per night may be higher to justify the costs of service, maintenance and cleaning.


For more information please consult the General Booking Conditions or contact our Customer Service.

1. What is the maximum capacity of the accommodation?

The maximum capacity of the accommodation is part of the booking terms and conditions and must be met under risk of retention of the deposit.

The number of guests must be communicated to the reservations department. Individuals not listed on the booking agreement are not permitted in the accommodation.



2. Can I add guests to my booking?

You can add guests whenever the accommodation typology allows it. Please confirm in the description of the accommodation what the maximum number of guests is.

Any change in the number of guests must be approved by our reservations department and may incur additional costs.


For more information please consult the General Booking Conditions or contact our Customer Service.

1. What is the security deposit?

The security deposit is a guarantee in case of possible damage or non-compliance with the rules of the accommodation.


2. What is the value of the deposit?

The value of the deposit varies depending on the property and its characteristics, there is no general fixed value.

This information can be found in the description of the accommodation.

Please note that for groups of young people, the deposit can be doubled.


3. When will I get my deposit back?

The deposit is held blocked in your account for 30 days (from the day it was charged) and is automatically refunded after this period.

If you request an early release, you will be informed of associated fees.


4. How does the deposit collection work?

We make a pre-authorisation by card at the time of check-in.
  • If you use a credit card, the amount is blocked on the card. In this case no bank transaction is executed, the amount is held captive for a maximum of 30 days (from the check-in day).
  • If you use a debit card, the amount is taken from the account and is refunded within 30 days (from the check-in day).


5. I have not received the deposit on my account, what do I do?

Please note that since this is a pre-authorisation, you will not receive a collection or refund transaction on your bank statement. Please check if the amount is held as a captive balance.

If you have any questions or there is a charging line, please contact us at reservas@alojamentolocal.com



For more information please consult the General Booking Conditions or contact our Customer Service.

1. Are there special conditions for long stays?

For stays longer than 28 nights between November and May we offer special conditions. The rent is calculated monthly and includes cleaning every 15 days, water and internet costs.

Electricity is paid separately at the end of each month after consumption has been counted. The amount paid for electricity is calculated from a device that collects the guest's consumption data.

At check-in, it is required to pay a deposit (equivalent to the monthly rent) which will be returned at the end of the stay after the accommodation has been checked.

For more information please consult the General Booking Conditions or contact our Customer Service.


1. What are the check-in hours?

Check-in hours are between 16:00 and 19:00. There may be associated fees for check-in after 19:00.


2. I arrive after 19:00, how do I check-in?
Our check-in hours are between 4pm and 7pm. If you can't arrive until 7pm, no problem, you can request a Late check-in.

Please let us know in advance if you would like this service.
There are two Late check-in options:

A. Late Check-in with MasterLock (key safe)
The guest is responsible for collecting the keys from the safe (located in our office) before going to the accommodation.

The following day you must come to our office (within office hours) to sign the reservation agreement and other formalities that may be required of you in the presence of one of our staff members.


B. Late-check-in in Person
Late-check-in in person with a member of the team.
This service has an additional cost and is subject to availability.

1 night stays:
If your stay is for one night only and you are unable to arrive within the normal check-in hours (until 7pm), you are obliged to contract a Late-check-in In Person.
This is due to the need to deal with formalities, such as the deposit and booking agreement, in the presence of one of our staff.


For more information please consult the General Booking Conditions or contact our Customer Service.



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