Condiciones generales

Rental Policy for Localtraveling Heart & Soul Apartments

According to Portuguese law, short term rental contracts (less than 6 months) do not need a written contract. They are classified in a specific law and called “alojamento local” (AL). You will find bellow the essential booking rules. In case you have any doubt, please contact us.

The Rental Policy below is valid for all bookings with Heart and Soul Lisbon. 


I)            For apartments with 1 or 2 bedrooms: 

- If cancelled up to 60 days before date of arrival, 25% of the total price of the reservation will be charged.

- If cancelled up to 30 days before date of arrival 50% of total price of the reservation will be charged.

- If cancelled later or in case of no-show, the total price of the reservation will be charged.

II)          For apartments with 3 or more bedrooms: 

- If cancelled up to 90 days before date of arrival, 25% of the total price of the reservation will be charged.

- If cancelled up to 60 days before date of arrival 50% of total price of the reservation will be charged.

- If cancelled later or in case of no-show, the total price of the reservation will be charged.

Please bear in mind that all the expenses concerning the refund will be supported by you. Any change in your booking could be charged at 20 Euros as administration fee.


Standard check-in :from 4 PM to 8pm. EXCEPTION: For apartments with 4 bedrooms with outside area, or 5 or more bedrooms, the check in is after 5pm

Delay fee of 20€ for delays of more than 2 hours from the planned arrival time. In this case you also might have to wait as it will be necessary to reschedule the check ins of that day.

The check in is made with the reservation’s holder and most part of the guests present too. The meeting point is the apartment at the scheduled time.

A copy of the ID of the reservation’s holder must be delivered please (we will keep the identification information for 6 months exclusively for purposes of the transaction).

Check-out: from 8 am until 11 AM . EXCEPTION: For apartments with 4 bedrooms with outside area, or 5 or more bedrooms , the check out is until 10am.

We will come to the apartment for check out and verification of apartment’s condition at the end of the stay. Final cleaning is included but the apartment should be left in good conditions, the kitchen with no dishes to wash (placed in the cupboards), the fridge empty and no garbage in the apartment. If these conditions are not fulfilled it will be charged an additional cleaning. If items are missing or were damaged the cost of replacement will be charged. We will arrive 15 minutes prior to the check out hour for the check out procedures.

We will be flexible whenever possible, but we have to respect standard rules to guarantee service quality to all clients. We may have places to keep your luggage when you arrive (or on departure), and sometimes, even if the apartment is not ready yet, you can leave the luggage there as soon as you arrive.
So, the first step is to let us know as soon as possible if you need a different time.

Late Check-in Fee
Late check-in implies in special arrangement and logistic effort, so please inform us in advance if you need so we can plan it. A late check-in fee will apply.
Late arrival after 22h- Late check in fee of 30 euros to be paid in cash at check in; after midnight – Late check in fee of 40 euros to be paid in cash at check in

The apartment will have a refundable deposit that must be paid before arrival BY CREDIT CARD HOLD  (see specific conditions of each apartment in terms of the amount of the deposit)


A Municipal Tourist Tax on overnight stays of 2 euros per person per night (for guests >= 13 years and until a maximum of 7 nights per person) will apply. It will be applied the reservation settings (total length of stay for the total number of guests).


We thank you in advance for respecting our house rules. They are very important to us.

Please find them below:

- note that you’ll be staying in a residential building. We kindly ask you to respect your neighbors’ rest and privacy

- quiet hours from 10 pm to 8 am (loud noise is not permitted during this period in teh apartment and in the building common areas). If there are complains of disturbance during quiet time the refundable deposit will not be returned. If the police is called due to disturbances, it results in immediate eviction. This will also result in loss of prepaid rent and refundable deposit.

- strictly no parties

- no smoking in the apartment and in the building’s common areas

- no pets

- upon check-out, please do not leave any garbage, dirty dishes or food in the fridge.

The reservation holder will be liable for the correct behavior of all the persons with him/her, and specifically avoiding any activity that is against any law or health policy.
If house rules are not respected the refundable deposit will have to be activated.

The apartment will be cleaned and prepared for check in. Linen and towels are included.

The beds are prepared accordingly to the number of guests (1 double bed = 2 guests; 1 single bed= 1 guest). Please provide, at the time of the resrevation, the group composition so that we can better prepare the apartment for your group (otherwise we will use a standard preparation).

We will provide 1 set of towels per guest (1 bath towel and 1 hand towel).

Per reservation, 1 baby cot and 1 baby chair can be provided at no charge but must be required until 1 month prior to arrival.

We will provide some welcome amenities (coffee, tea, sugar, salt, olive oil, vinegar, toilet paper and hand soap). It does not include shampoo and shower gel. Kindly note this is a self-catering apartment. These items will not be replaced during your stay.

For stays of more then 8 nights an intermediate cleaning is included with change of towels and linen (no dish washing included).

You must inform us about the number and age of the guests.
The price proposed reflects exactly the number of guests informed. 
If you have any additional guest not mentioned on proposal you must inform us immediately as extra fees may apply. In any case, the apartment has a maximum capacity of guests that should be respected.

The Portuguese Borders and Foreigners Services (SEF) requires the data of all guests staying in our country. So, closer to date, we will be asking you please to fill in a form the guest details (name, passport, country,birthdate, etc.). The check in can only be made with all the guest’s information provided.

VIII) Short term residential purposes
The letting of the property is intended solely for short term residential purposes of a special transitory nature , specifically self-catering accommodation , designated by the Portuguese Law by “alojamento local”. Self-catering apartments are not tourist lodging like hotel and similar.


IX) Complaints Book
Our accommodation contains physical and digital complaint book available to customers. The accommodation information book, as well as the signs, contains all the information and guidelines necessary to use the complaints book.
Complaints related to this site or the company in general can be made through the following link:
Green Projects - Development of Imob Projects. Lda
Rua dos Remedios 172-174
1100-452 Lisbon