Frequently Asked Questions
Frequently asked questions about our service.
1.1 DURING THE SEARCH, HOW CAN I KNOW THE LOCATION AND SERVICES NEAR THE APARTMENT?
The description of each apartment identifies the street location, as well as the distance to various points of interest useful during the stay. Using the description map, you can determine the distance relative to other points of interest.
1.2 WHAT IS THE EXACT ADDRESS OF THE APARTMENT?
After payment of the reservation for the stay by the Client, Welcome sends a booking confirmation where the exact address of the apartment is indicated and indications of public transport and roads, to reach the place.
1.3 WHAT EQUIPMENT AND ACCESSORIES ARE IN THE APARTMENT?
The apartment is decorated with all the necessary equipment and accessories for a comfortable, functional and quality stay. In the description of the apartments, you will find all the essential information as well as photographs of the various divisions.
1.4 IS THERE A COT OR BABY HIGH CHAIR?
Yes, there is a cot and a baby high chair. These accessories are subject to availability and must be requested in advance when booking.
1.5 WHEN IS THE APARTMENT CLEANED? FOR LONGER STAYS, CAN I ORDER AN EXTRA CLEANING?
Before the Client’s check-in, the apartment is cleaned and prepared for the stay. Before check-out, the Client must leave the apartment and goods in the same state of conservation, including the removal of garbage bags. Otherwise, Welcome will be entitled to charge additional cleaning costs.
For stays of 9 nights or more, an intermediate cleaning is scheduled (mid-stay or at least 7 days of use, depending on the length of stay) with change of bed linen and towels. Dishwashing and garbage collection are not carried out.
For stays longer than one month, the periodicity of the intermediate cleaning can vary between 7 or 10 days of use, according to the budget presented.
Welcome charges final cleaning for stays up to 4 people:
- up to 29 nights: 20€
- 30 to 59 nights: 40€
- 60 nights and more: 60€
Price on request for stays with more than 4 guests, regardless of the number of nights of the stay. If the Client wants extra cleaning during the stay, he/she can book it with Welcome, subject to availability and an additional payment of 50€.
1.6 ARE THERE PARKING PLACES NEAR THE APARTMENT?
The apartments at Parque do Rio, in Parque das Nações, have a private indoor parking space, subject to availabity in the building’s garage. Outside, there are also unpaid public parking spaces.
The “Enjoyment” Apartment, in the center of Lisbon, does not have private parking. Outside there are public paid parking spaces.
1.7 ARE PETS ALLOWED?
No pets are allowed, mainly due to possible allergies to other customers and possible damage to the apartment.
1.8 IS SMOKING ALLOWED IN THE APARTMENT?
Smoking is not allowed inside the apartment, however, smoking is allowed on the balconies.
2.1 HOW DO I BOOK AN APARTMENT?
You can book an apartment quickly and without hassle. After visiting virtually the apartments, fill out the contact form or send us an email with the reservation request (geral.welcomehere@gmail.com). Welcome will send a reply with the total amount of the stay, reservation amount, payment methods, the respective financial costs and terms and conditions. Then you only have to pay the reservation and you will receive a booking confirmation for your stay. See terms and conditions.
2.2 WHAT DETAILS SHOULD I MENTION IN THE BOOKING REQUEST?
In the booking request email, you must mention the selected apartment (apartment name), dates of stay, number of people, children’s age (if applicable), email, telephone contact/WhatsApp and any extra requests, such as baby high chair, cot, etc. Welcome will do its best to accommodate extra requests, some of which are subject to additional payments and availability of accessories.
2.3 WHAT IS THE AMOUNT FOR THE RESERVATION AND WHEN SHOULD IT BE PAID?
The reservation amount is 25% of the total stay. At the time of booking, before proceeding with payment, the Client must contact Welcome to confirm the availability of the apartment. After confirming availability for booking, the customer must pay the reservation amount within a 24-hour deadline. After this 24-hour period, the customer loses priority in the stay for the desired dates.
2.4 IS IT NECESSARY TO SEND PROOF OF PAYMENT OF THE RESERVATION TO WELCOME?
Yes. After paying the reservation, you must send a copy of the receipt to Welcome so that you can reserve the dates you want immediately. If you do not, Welcome will also check the payment and reserve the dates, although in this case, the booking process takes longer.
2.5 WHEN DO I GET BOOKING CONFIRMATION?
When you pay the reservation and send us an email with proof of payment, Welcome will send a confirmation of the reservation of the stay after confirmation with the bank. An email with a booking declaration is sent, the full address of the apartment, the contact phone of the Welcome employee responsible for check-in and the remaining amount to be paid on the day of check-in will also be indicated. The Client will be asked the estimated time of arrival at the apartment.
2.6 HOW MANY PEOPLE SHOULD I BOOK THE APARTMENT FOR?
Bearing in mind that there are additional consumption costs depending on the number of people using the apartment, the Client must always book for the maximum number of people using the apartment (even if the number of people varies during the stay). Depending on the total length of stay and the maximum number of people per day, Welcome may apply a commercial discount.
2.7 DO BABIES AND CHILDREN PAY?
Babies and children under 2 years old do not pay. Baby high chairs and cots are available upon availability.
2.8 CAN I MODIFY OR CANCEL MY BOOKING?
If you want to modify or cancel a reservation already made by Welcome, you should send us an email communicating your intentions as soon as possible. Our email address is geral.welcomehere@gmail.com. Only written change requests will be considered
All requests for modification or cancellation are subject to costs and loss (partial or total) of the amounts already paid in the reservation, according to the cancellation policy assigned in the terms and conditions.
As a general rule, the loss (partial or total) of the amounts paid depends on the advance in which Welcome is informed of the change in the reservation. Greater anticipation allows Welcome to still have the chance to rent the apartment to a new Client.
Absences or changes in the reservation due to force majeure, on the part of the Client, are paid considered by Welcome as modifications or cancellations of the reservation and are also penalized for the loss (partial or total) of the amounts already in the reservation.
Please read the cancellation policy in terms and conditions presented on the Website.
2.9 I PRETEND A LONG TERM STAY?
Long-term stays are well accepted at Welcome. Naturally, each order is a particular case and prices vary according to the Client’s requirements. Contact us for a quote request.
3.1 WHAT PAYMENT METHODS ARE ACCEPTED BY WELCOME AT THE BOOKING ACT?
Welcome accepts the following payment methods when booking:
- Bank transfer (national or international);
- Credit card, through the online payment system Redunicre @ Payments or PayPal (https://www.paypal.com);
- Cash
- MoneyGram
Please note that all interim financial costs at the time of payment are Clients’s costs.
3.2 WHAT PAYMENT METHODS ARE ACCEPTED ON THE DAY OF ARRIVAL AT THE APARTMENT?
On the day of arrival at the apartment, the Client pays the remainder of the stay (75% of the total amount), the cleaning fee, the municipal tourist tax and the security deposit for any damages.
Welcome accepts the following payment methods at check-in:
- Cash
- Debit or credit card
Payment by bank transfer (national or international) must be made at least 3 working days before the day of arrival. This advance allows the reception of the money in good time, before the client’s arrival at the apartment.
Note: The provision of local and temporary accommodation services works according to a full payment policy on the day of check-in or otherwise, the Client is not eligible to use the apartment.
3.3 WHERE CAN I WITHDRAWAL MONEY?
You can withdraw money at ATMs, commercial banks and exchange offices. Please note that the maximum ATM withdrawal limit is 400€ (200€ per movement), personal maximum daily withdrawal limit, national holidays and operation hours of the services.
3.4 IS IT SAFE TO PAY ONLINE WITH MY CREDIT CARD?
Yes. Redunicre@Payments and PayPal are service providers specializing in online financial intermediation that serves various entities worldwide. All transactions are encrypted using SSL (Secure Sockets layer) technology. This technology ensures secure online transactions, protecting personal data from fraud. Get more information at https://www.redunicre.pt/pt/ajuda/FAQ-s?cat=4&faq=4 and https://www.paypal.com/pt/cgi-bin/webscr?cmd=_security- center-outside
3.5 CAN I HAVE A RECEIPT FROM THE LOCAL ACCOMMODATION SERVICE?
Yes, you can request a receipt from the local accommodation service. You must indicate the billing details (name, address, tax number, observations to be included in the invoice).
4.1 WHAT SHOULD I DO WHEN ARRIVING IN THE DESTINATION CITY?
Before departing, you must inform Welcome of the estimated time of arrival at the destination city. Upon arrival, you must contact Welcome (via written or voice message) in order to coordinate the estimated time for check-in at the apartment.
4.2 DOES WELCOME COORDINATE THE TRANSPORT SERVICE TO THE APARTMENT?
Welcome does not coordinate the transportation service. However, there is a good public transport network (taxis, buses, etc.) to access the apartments.
4.3 HOW DO I GET TO THE APARTMENT?
The description page of each apartment shows the relative location of each apartment in the city. You can search on Google Maps, the location of public transport, stops, roads and the respective address of each apartment. Welcome also provides this detailed information with the booking confirmation for the stay.
5.1 WHAT TIME IS THE CHECK-IN? CAN I ENTER EARLIER?
The normal check-in period is from 15h00.
Early check-in is possible upon availability of Welcome and of the apartment with an additional cost of 60% of the daily rate. Welcome Here reserves the right to confirm availability close to the check-in date.
Alternatively, the Client may leave the luggage free of charge in a storage room while waiting for the check-in time, subject to the availability of a Welcome employee. The user will have to sign a declaration stating that Welcome is not responsible for the contents of the luggage and is also not responsible for occurrences such as theft, vandalism, damage, flood, collapse or any other event.
Note: We may have other guests leaving the apartment on the same day.
5.2 WHAT ARE WELCOME’S PROCEDURES AT CHECK-IN?
Upon check-in, the Welcome employee will present the apartment, accessories and parking (when applicable). He/she will explain in detail the operation of electrical equipment, available consumables, the recycling method, among others. The employee will draw attention to functional care and integration into society. Will present the Useful Information document for your stay, including the public transport system to access the apartment.
5.3 WHEN SHOULD I PAY THE REMAINING AMOUNT?
After the presentations in the previous paragraph (What are Welcome’s procedures at check-in?) And according to the Client’s expectations, for the contracted accommodation service, Welcome is eligible to receive the remaining amount (75% of the total amount of the stay, the tourist tax, cleaning fee and the payment of the damage deposit).
Note: The deposit payment is returned at check-out, if the apartment, accessories and electrical equipment show normal wear and tear.
5.4 DO I RECEIVE A COPY OF THE LOCAL AND TEMPORARY ACCOMMODATION CONTRACT AND A RECEIPT OF THE AMOUNTS PAID?
Yes. After confirming the remaining payment (When should I pay the remaining amount?), the accommodation contract is completed with the personal details of the responsible person (Customer) and both parties sign the contract. The Client and Welcome will be entitled to one copy each. The respective invoice and receipt will be sent by email.
5.5 WHEN DO I RECEIVE THE KEYS AND OTHER ACCESS TO THE BUILDING?
After the previous step (Do I receive a copy of the Local and Temporary Accommodation Agreement and a receipt of the amounts paid?), the Client receives the keys, access to the main door of the building and the command of the garage with the respective functional explanations. The Client will only have access to 1 set of keys, and may have access to another set for exceptional reasons.
6.1 SHOULD I CONTACT WELCOME DURING THE STAY?
Any questions or comments relevant to a comfortable, safe and functional stay should be sent to Welcome. You can contact the check-in employee or, in his absence, any other Welcome employee. Matters involving other entities outside the accommodation service, must first be transmitted to Welcome, who will coordinate the means for resolving the matters.
6.2 IN A SITUATION OF URGENCY, WHAT SHOULD I DO?
You should contact Welcome and depending on the urgency, the appropriate services that are identified in the Useful Information document delivered at check-in.
7.1 WHAT IS THE APARTMENT DEPARTURE TIME? CAN I LEAVE LATER?
The departure time is until 11h00.
Late check-out is possible upon availability of Welcome and the apartment with an additional cost of 60% of the daily rate. Welcome Here reserves the right to confirm availability close to the check-out date.
Alternatively, the Client may leave the luggage free of charge in a storage room on the same day until 8 pm, subject to the availability of a Welcome employee. The Client will have to sign a declaration stating that Welcome is not responsible for the contents of the baggage and is also not responsible for events such as theft, vandalism, damage, flood, collapse or any other event.
Note: We may have other guests arriving at the apartment on the same day.
7.2 WHAT ARE THE CHECK-OUT PROCEDURES? WHEN DO I RECEIVE THE SECURITY AMOUNT?
The Welcome employee will arrive at the apartment at the scheduled time for check-out. He/she will check the current condition of the apartment, accessories, electrical equipment as well as the general state of cleanliness. He/she receives the keys and the command from the garage. If all is well, the security deposit will be returned.
7.3 I FORGOT A PERSONAL OBJECT?
Do not worry. If Welcome or the cleaning team finds it, we will save it and contact you.
Welcome keeps the found objects for a period of 30 days. After this period, if the Client does not come to collect the objects, Welcome may proceed to donate or destroy them without prior notice.
Any questions, do not hesitate to contact us at geral.welcomehere@gmail.com.
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