Terms & Conditions
Estrela Serenity recommends that you read all the clauses in this document carefully.
Cancellation policy
Cancellations or reservation changes made after check-in are not eligible for a refund.
Check-out
The payment of the total amount due to the end of your stay can only be made by credit card, cash (subject to the regulations in force regarding transactions) or debit card.
In order to pay the outstanding amounts by bank transfer, payment must be made 4 working days in advance for international transfers. For the payment to be considered valid, the transfer receipt must be presented to customer service and the deposit must be verified before departure.
Children
Children are allowed, but children under 14 must be under adult supervision. The minimum age to check in without adult supervision is 18.
Smoking
Smoking is prohibited on site, except in designated smoking areas. Estrela Serenity is authorized to charge guests for cleaning, laundry and deodorizing costs due to violation of this rule.
Pets
Guests may bring pets with them subject to prior authorisation, availability and extra charge. Pets must be on a leash when in communal areas.
Check in, check out and visitor policy
Check in is from 12h00 to 22h00; check out is until 12h00. In the event of non-compliance with the check-out time, Estrela Serenity reserves the right to request compensation from the guest, corresponding to the daily rate of the room in question. Guests may not invite strangers to the accommodation or rooms without prior authorisation.
Working hours
there is a team on hand 24 hours a day to deal with your requests;
Code of Ethics
Disruption of the normal operation of our Hotel and non-compliance with the policies may lead to cancellation of the stay without refund. The accommodation reserves the right to refuse admission and remove from its premises any guest who does not behave in accordance with ethical standards.
Damage
Estrela Serenity guests are responsible for any damage caused directly or indirectly by themselves, unless the damage results from normal wear and tear. Estrela Serenity is not responsible for any damage or theft in our car park. Estrela Serenity is not responsible for the loss of guests’ belongings and objects. Estrela Serenity cannot be held responsible for any breach of contract if this results from situations of greater strength for which Estrela Serenity is not responsible, such as strikes (not exhaustive), fires, public sector actions, terrorist threats, etc. Estrela Serenity cannot be held responsible for any damage that may occur affecting the guest or their belongings as a result of activities in which the guest participates, including (but not limited to) hiking, cycling, swimming, etc.
Changes to Terms and Conditions
The hotel reserves the right to change these terms and conditions at any time. Changes will be published on the hotel’s website and will apply immediately after publication.
