Terms and conditions
Online booking terms
In addition to these general terms and conditions, there are specific policies relating to individual apartments and their surroundings. They are listed in each apartment’s profile page.
After booking an apartment the guest will receive an e-mail and/or SMS message from RENTEXPERIENCE confirming the reservation and explaining the apartment details inside a booking voucher.
ARRIVAL AND CHECK-IN
Unless otherwise agreed, check-in will be after 3:00 pm.
Guest must call to phone number provided at least 50 minutes before arriving at the apartment´s front door and then go straight to the apartment. All RENTEXPERIENCE contacts such as mails and telephone numbers will be supplied after the booking confirmation. We cannot assume any responsibility if the guest fails to call in advance.
Any outstanding payments due must be paid to the RENTEXPERIENCE staff in cash (Euros) upon arrival. The RENTEXPERIENCE staff member has the right to cancel the reservation if guest refuses to pay the amount due at check-in.
Any check-in after 11:00pm is subject to the payment of a late check-in flat fee of 30€ to be paid in cash to our staff in cash (Euros).
PORTUGUESE TOURIST TAX
(Applies to Lisbon apartments only)
Please note that a city tax of 1 Euro per person, per night is not included in the total price and must be paid on arrival. This tax is charged to guests aged 13 and older. It is subject to a maximum amount of EUR 7 per guest. The payment of Portuguese tourist tax must be paid to our staff in cash (Euros) at check-in. The RENTEXPERIENCE staff member has the right to cancel the reservation if guest refuses to pay the Portuguese tourist tax.
Note: Air Bnb charge the city tourist tax on the total amount of the reservations. Guests that have made their reservations on Air Bnb may ignore the rules above the related to the city tourist tax.
In case of extension of the accommodation period, up to the total of seven days (including the prior accommodation period), guest must pay the due amount, with the application of the same rules provided above.
When guests make the check-in, RENTEXPERIENCE will provide ONE set of keys ONLY. Guests must be careful not to lose it or leave it inside the apartment. Additional fees will be charged for lost keys or lock-outs.
Please be advised that it may take up to 45 minutes for our staff to arrive in order to assess the situation and take action.
APARTMENT APPLIANCES AND AMENITIES
All of the apartment’s appliances and amenities are described on the apartment´s page. RENTEXPERIENCE cannot provide any item that is not listed (e.g. air conditioner, heaters, TV sets).
MAINTENANCE AND SPECIAL REQUESTS
Any and all problems inside the apartment (eg. electric problems, equipment malfunction, water leaks), must be reported to our office by email or telephone immediately. Depending on the problem, the resolution might take up to 72 hours or even more if it depends on third party services.
While respecting the reasonable privacy of the guests, RENTEXPERIENCE reserves the right to access the property at all times if necessary for inspections, repairs, and emergencies.
Extra beds and baby cribs can be requested in advance but are limited to availability at that time. These items are subject to extra charges.
GUEST HOUSE RULES
Appliances and devices
If an appliance does not work, or the guests are not sure about how to use any device in the house, guest should contact the RENTEXPERIENCE staff.
The apartment will be cleaned before guests arrive.
The RENTEXPERIENCE basic service includes one set of towels, bed linens and hand soap for each reservation. Additional cleaning services and products, including a change of sheets and towels, are available by request for an additional charge.
Guests do not have to clean the apartment at check-out. RENTEXPERIENCE requires guests to leave the apartment neat and tidy and to take out the rubbish so that we can better welcome the next guest promptly. Please do not leave the rubbish outside the door of the apartment or outside the door of the building. Use the rubbish bins in the street that are provided for that purpose.
Absolutely no pets (of any breed, size, or age) are allowed in the RENTEXPERIENCE apartments. If any pet is found in an apartment, RENTEXPERIENCE reserves the right to require guests to leave the apartment without any compensation or refund of fees paid.
All RENTEXPERIENCE properties are entirely non-smoking, inside and outside. This includes all balconies, patios, terraces and garden areas.
Smoking in the apartment is subject to a full cleaning fee charge.
Guests are not allowed to make any alteration or addition whatsoever to the accommodation or its contents.
Items in the apartment
All items that are found in the apartment belong to the owner and are not to be moved or removed from the property even during the stay.
Quiet hours and disturbances
Between 10 pm and 9 am, please keep all noise to a minimum. Please do not disturb neighbours when opening or closing the apartment door or the building door.
We do not accept reservations for illegal or immoral activities.
The guest whose name is on the booking confirmation email will be responsible for the behaviour of the entire group and agrees to avoid any and all illegal activity.
Do not invade the privacy of the owner or publish or reveal anything which might allow a third party to identify the address of the property or the identity of the owner (even if such information is already in the public domain).
Guests have primary responsibility for their own safety during their stay at RENTEXPERIENCE accommodations. Guests must listen to any instruction or explanation which is provided by RENTEXPERIENCE check-in staff when showing the accommodation.
If a guest becomes aware of anything during the stay which is believed to be a health & safety risk, the guest must inform RENTEXPERIENCE staff immediately.
When leaving the apartment, guests must be sure to leave gas appliances turned off, windows closed, and the air-conditioning, central heating, and the lights turned off.
DEPARTURE AND CHECK-OUT
Check-out is until 11:00am, and all guests must leave the apartment by the designed check-out time. Guest must inform RENTEXPERIENCE of the desired check-out time so a RENTEXPERIENCE staff member can be present for check-out.
In case a RENTEXPERIENCE staff member cannot be present at check-out time, the guest is allowed to leave the keys on the main table and close the door. Guest must NOT leave the keys in the door lock.
Guests that fail to leave before mid-day will be charged for an additional full day’s accommodation fee. If the guest refuses to leave, RENTEXPERIENCE reserves the right to enter the accommodation, remove their belongings, change the locks, and take further action as may be necessary. (The guest will be charged for the costs of any such action.)
Items left in the apartment
RENTEXPERIENCE is not responsible for any item left inside the apartment after the guest leaves. Any belongings found at the apartment might be returned upon request. The guest is fully responsible for all charges related to the process of getting back their belongings.
NUMBER OF GUESTS
Guests must indicate the exact number of guests on the Pre-check-in form. No more than the number of guests specified in the booking may stay at the accommodation. The number of people who may use the apartment should not exceed the amount indicated on the apartment page. If the number of guests exceeds the limit, RENTEXPERIENCE reserves the right to require guests to leave the apartment without any compensation or refund of fees paid.
Guests must notify RENTEXPERIENCE of any damage to the accommodation, contents, fixtures, or fittings which occur during the stay, even if the guest considers the damage to be regular wear and tear and even if the guest does not believe the damage is his or her fault. If the guest does not notify RENTEXPERIENCE of any such damage, the guest will be liable for such damage up to the cost of a full replacement.
Any deductions for property damage will be charged to the credit or debit card the guest has supplied. The guest hereby authorizes RENTEXPERIENCE to charge such fees to the credit or debit card supplied when making a booking.
The guest acknowledges that the accommodation is a home and agrees not to access any cupboard, closet, or drawer which has been sealed with tamper tape and agrees to pay a fixed charge as set in the house rules for any breach of any tamper tape.
A damage deposit is charged upon check-in. The damage deposit fee varies according to the property and the price is described in the apartment´s description. Guests must leave the damage deposit fee in cash to our staff or leave their credit card information.
In case of payment was made in cash the money is refunded at the check-out time, after the apartment is inspected. If there are any damages to the apartment RENTEXPERIENCE has the right to deduct any required amount that was spent to compensate for any repairing costs. Receipts will be sent to the guest as proof of the repair and we will refund any difference that might exist between the money taken and the price of the repair.
The service of RENTEXPERIENCE is legally limited to the apartments and the relationship with guests during the stay. RENTEXPERIENCE shall not be responsible for any occurrences outside the boundaries of the apartment such as (but not limited to): the building´s cleaning and maintenance, outside noises, construction, neighbour’s behaviours or any other issue not directly related to the apartment itself.
The photos and descriptions of the apartments are produced by RENTEXPERIENCE and have been reviewed by the owners. Minor changes in the apartment may occur compared to the pictures on the website or Booking channel, without compromising the overall condition and amenities. RENTEXPERIENCE will not compensate guests, refund fees, or relocate guests to other apartments based on taste or the likeness of the apartment. It is the responsibility of our guests to assure, before booking, that the area, street or neighbourhood they choose to stay in is to their liking.
RENTEXPERIENCE shall not be responsible for any damage, caused directly or indirectly, that may occur during the stay of the guests in the apartment, such as (but not limited to): injury to person or possessions, theft or criminal behaviour, losses due to fire or misconduct, etc. The same applies in respect to any deficiencies in the supply of gas, electricity, water, telephone or internet. RENTEXPERIENCE is not responsible for potential delays, accidents, loss, or change of schedule or rates that are related to our supplier’s services.
RENTEXPERIENCE and its staff are not responsible for errors and omissions, misrepresentation by third parties, disputes between a guest and a third party, or the content of external links other than the one on which the booking took place. In the event guests fail to comply with these terms and conditions, or in the case of misbehaviour by the guests, RENTEXPERIENCE reserves the right to require guests to leave the apartment without any compensation or refund of fees paid.
UNUSUAL SITUATIONS AND LEGAL STUFF
This agreement is between the guest and RENTEXPERIENCE, the company who is duly authorized to arrange rental of the accommodation. This agreement is a license to occupy the accommodation during the agreed-upon period. Guests are not tenants of the accommodation and have not been granted exclusive possession of the accommodation. Guests are renting the accommodation under a license of occupation.
In the rare case that an apartment that is booked becomes unavailable, due to damage from a water leak, for example, or by any circumstance beyond our control, RENTEXPERIENCE will not be liable for the inconvenience caused, however we will take any necessary steps to relocate the guest to an apartment with similar characteristics.
If the guest does not accept the relocation, the total amount (excluding costs related to the days when the apartment was used by the guest, if applicable) will be refunded, but neither the owner nor RENTEXPERIENCE will be liable to the guest for any further amount in respect to the cancellation of the booking.
RENTEXPERIENCE will not be liable for the possible theft of objects left in the apartment.
ABOUT THE TERMS AND CONDITIONS
RENTEXPERIENCE reserves the right to update its terms and conditions at any time as required. It is the responsibility of parties using the RENTEXPERIENCE service to review these terms and conditions in the case of a change before making a booking.
By agreeing to use the RENTEXPERIENCE service it is understood that the guest accepts any changes and that all parties will comply with these changes.
These terms and conditions do not affect the guests’ consumer statutory rights.
Since RENTEXPERIENCE is stationed in Portugal, these conditions are subject to Portuguese law.
The Portuguese Courts shall have sole jurisdiction in the event of legal action concerning any accommodation booking with RENTEXPERIENCE .