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EXPLORAÇÃO E ADMINISTRAÇÃO HOTELEIRA, LDA.HF Hotels
HF HOTELS INTERNAL ACCOMMODATION REGULATIONS
General rules applicable to accommodation services
This document (hereinafter “Regulations”) defines the conditions of access and stay in the establishments of the HF Hotels Group.
These Regulations have been drawn up in accordance with current legislation and are available at all times on the HF Hotels Group website (www.hfhotels.com) and at the reception desk of each establishment, in Portuguese and English.
These Regulations apply to all guests and other persons accessing the HF Hotels Group’s establishments (hereinafter, “clients”).
I. ADMISSION AND ACCESS
1. In accordance with the provisions of article 48 of the Portuguese Decree-Law no. 186/2015, which amends Portuguese Decree-Law no. 39/2008, establishing the legal regime for the installation, operation and functioning of tourist resorts, the hotel reserves the right of access and admission, under the legal terms set out in this document.
2. All Clients, including minors, wishing to use the accommodation units (hereinafter “rooms”) are obliged to present their photo ID upon admission to the establishment, for the purposes of registration and admission.
2.1 Photocopies or digital formats are not accepted, except on official platforms.
3. Minors (18 years old) may only be admitted when accompanied by their parents or upon presentation of a declaration from their guardians authorising the trip or stay.
4. Check-in can only be carried out in the presence of the reservation holder.
4.1 Occupation of the room by a person other than the reservation holder without the latter being present at the hotel is only possible if the hotel is notified in writing that the reservation holder authorises the change of titularity.
4.2 Name changes may be subject to an additional fee, charged in accordance with the price list in force.
5. At the time of admission, the reservation holder must complete and sign, in accordance with their identification document, an entry form (hereinafter, “Registration Card”), containing the name, surname, contact details and other relevant data for the registration of the Client. The Registration Card will be kept by the establishment for the purposes of complying with applicable legislation, for the legally established period.
6. At the time of admission, full payment is due for any outstanding amounts related to the stay, including, but not limited to, the reservation fee, tourist taxes and any additional services previously contracted.
7. The hotel reserves the right to apply additional fees and/or supplements to bookings with more than 5 rooms, or independent bookings totalling more than 5 rooms with the same check-in and check-out date, which are not identified as a group reservation prior to admission.
8. The admission of more guests than initially booked is subject to the payment of the fees and supplements applicable to additional guests, in accordance with the reservation conditions, and subject to the maximum capacity of the room booked.
8.1 The type of room booked must have adequate capacity for the total number of guests, including children over 2 years of age.
8.2 Cots for children up to 2 years of age are available free of charge, subject to availability, the size of the room booked, and a maximum capacity of 1 cot per room.
8.3 The hotel does not offer extra beds.
8.4 If the number of guests exceeds the maximum capacity of the room booked, admission will only be permitted by making an additional reservation for the number of rooms required for the total number of guests, with the new reservation being subject to the availability of the accommodation and the rate applicable on the day.
9. The access card/room key will be given to the Client once the Registration Card is signed. The access card/room key is strictly personal.
The Client must take the necessary measures to ensure the security of their access card/room key and inform the establishment’s reception as soon as possible of its loss or misplacement.
10. HF Hotels undertakes to respect the establishment and type of room booked, and to respond, whenever possible, to the Client’s additional requests when assigning the room to be occupied. However, due to the dynamics of the booking process, situations of overbooking may occur from time to time, in which there are more reservations than rooms available, and which may require HF Hotels to transfer the reservation to another establishment.
10.1 In these situations, HF Hotels undertakes to transfer the reservation to another HF Hotels hotel of the same or superior category, ensuring the quality and type of room equivalent to that of the original reservation, at no additional cost to the Client, and without any compensation or cancellation of the contract for this reason.
10.2 In the event of non-availability at HF Hotels, the transfer will be made to another hotel in the same or superior category, also guaranteeing the same quality and type of room as the original reservation, at no additional cost to the Client and without any compensation or cancellation of the contract.
11. The characteristics of the hotel and the room are those listed on the website of the HF Hotels Group (www.hfhotels.com) and in the booking information.
11.1 The photographs and features presented on the website and in the booking information aim to present an image as accurate as possible of the accommodation available, however, occasionally there may be non-substantial differences, with no impact on the quality of the accommodation, between the photograph and the reality on the date of the stay, namely due to renovations or changes in furniture.
11.2 HF Hotels warns that when booking through external platforms whose content is not validated by the brand, the information regarding the characteristics of the hotel, of the room or the service conditions may not be reliable. HF Hotels declines all responsibility for information provided by platforms other than its official channels.
12. The hotel reserves the right to prevent access to and stay in the establishment for all Clients who do not fulfil the admission conditions set out in the previous points, or for any person whose conduct at the time of admission is considered inappropriate, disrespectful or incompatible with the atmosphere and values of the space, without any compensation or refund of any sums paid.
II. CHECK-IN AND CHECK-OUT
1. Check-in is available starting at 3.00 pm.
1.1 During periods of high occupancy, room delivery may be delayed by up to three hours.
1.2 Early check-in is available starting at 8.00 am, subject to confirmation of availability on the day and payment of the Early Check-in service in accordance with the price list in force.
1.3 Entry before 8.00 am is subject to confirmation of availability and payment of an additional daily rate according to the accommodation rate applicable on the day.
2. Check-out takes place until 12.00 pm on the departure date.
2.1 Extending the departure time beyond 12.00 pm is subject to confirmation of availability by reception on the day of departure, and payment of the late check-out service in accordance with the price list in force, if the departure takes place until 5.00 pm, or payment of an additional daily rate in accordance with the accommodation rate applicable on the day, if the departure takes place after 5.00 pm.
2.2 During periods of high occupancy, if the room is not vacated by the set time and it is not possible to contact the Client by any of the means indicated on the Registration Card, the hotel reserves the right to vacate the room, ensuring the collection and safekeeping of the personal belongings left there.
2.3 In the event of having to vacate the room under the terms of the previous point, the hotel will take all necessary steps to ensure the security and safekeeping of the personal belongings collected; however, it declines all responsibility for any loss, damage or misplacement claimed in relation to personal belongings that it has been forced to remove due to non-compliance with the established check-out time.
3. In the event that the Client leaves the hotel without paying the outstanding amounts, the hotel reserves the right to collect the outstanding amounts by debiting the bank card used to pay for the reservation, if any.
III. STAY
1. Throughout their stay, the Client and any other authorised user accompanying them undertake to:
a) Observe the rules of coexistence and hygiene dictated for the correct use of the establishment;
b) Respect the agreed check-out date from the establishment;
c) Pay for the contracted services upon presentation of the invoice or within the agreed period. The submission of any complaint does not imply waiver of payment;
d) Respect employees, facilities and other users of the establishment, as well as its equipment;
e) Respect the provisions of these internal Regulations.
2. The rooms are cleaned daily between 8.30 am and 5.00 pm.
2.1 The cleaning service is not carried out in the presence of a “Do Not Disturb” sign, nor in the presence of the guest in the room.
3. Guests are responsible for the correct use of the furniture and equipment placed at their disposal, as well as for compensating the hotel for any damage caused to the room or other facilities of the establishment.
3.1 If it is impossible to identify the person directly responsible for the damage, responsibility for payment will be assumed by the reservation holder.
3.2 The hotel reserves the right to debit the amount of the damages from the card used to pay for the reservation, if any.
3.3 The hotel reserves the right to change the arrangement of guests’ belongings whenever this is likely to damage the equipment or furniture in the room.
IV. VALUABLES AND SECURITY
1. The Client is solely responsible for the safekeeping and supervision of their personal property.
2. The establishment provides safes in all the rooms free of charge for guests to use.
2.1 The use of the safe in the room is the sole responsibility of the Client.
2.2 The Client must take all the necessary measures to ensure the security of their property, in particular: guarantee the confidentiality of the programmed code, ensure that the safe is properly locked and immediately notify the establishment’s reception of any anomaly or difficulty in using the equipment.
3. The establishment is not responsible for letters and/or packages sent to Clients staying at the establishment.
4. Items left in the establishment will be kept for a period of 12 (twelve) months from the date of check-out, after which they will be disposed of if they are not claimed.
4.1 For health and hygiene reasons, food products, toiletries, cosmetics or medication left in the establishment will be disposed of immediately, and these items will not be stored.
4.2 All HF Hotels have a Lost & Found service that guests can use to have their belongings sent. By using this service, the Client expressly accepts:
a) that the service provider will be selected by the HF Hotels;
b) that HF Hotels only act as an intermediary between the Client and the service provider;
c) that HF Hotels shall not be liable for any loss, damage or any other inconvenience in the delivery process.
4.3 HF Hotels reserve the right to open any unopened packages whose contents cannot be confirmed before deciding whether to keep or send them.
5. In accordance with the provisions of Portuguese Law 37/2007, as amended by Portuguese Law 63/2017, smoking is prohibited in all indoor spaces of the establishment.
5.1 In the event of non-compliance, a cleaning fee will be applied in accordance with the price list in force, available at the establishment’s reception, plus any additional costs relating to smoke extraction.
6. For security reasons, occupancy of the rooms is exclusive to those registered as hotel guests. Visitors who are not identified as guests on the reservation are not allowed to enter or stay in the rooms.
7. Whenever there are well-founded doubts regarding the well-being of the guest, the condition of the room, or suspicions of activities that could disrupt the normal operation of the establishment, the hotel reserves the right to verify the room without the authorisation of the occupants.
The verification will be carried out by one of the hotel managers, accompanied by another member of staff who is on duty.
8. For security reasons, the hotel reserves the right to request confirmation of identity from anyone present on its premises in order to validate their status as a guest.
V. COMMON AREAS
1. The hotel’s internal areas are of exclusive access to hotel staff.
2. Timetables for complementary services, including catering areas, swimming pool(s) and gym, may vary according to the time of year and weather conditions.
3. The hotel reserves the right to temporarily prohibit access to certain common areas and services of the establishment, including but not limited to restaurant areas, swimming pool(s) and gym, either by temporary allocation on an exclusive basis or for reasons of force majeure, without any compensation or reimbursement of the amounts paid.
VI. RESTAURANT SERVICES
1. It is prohibited to consume food or drinks from outside the establishment in the restaurant areas or other common areas of the hotel, except in circumstances duly authorised by the establishment.
2. The consumption of food or drinks from outside the establishment in the restaurant areas, when authorised by the establishment, is subject to the payment of an additional fee, per person, applied in accordance with the price list in force.
3. The products on display at the buffet are for on-site consumption only.
3.1 In the event of items being transported from the place of consumption, the hotel reserves the right to apply an additional fee, corresponding to the value of an extra breakfast, defined in accordance with the price list in force.
4. Access to the restaurant areas of the establishment is subject to the use of appropriate clothing. Clients will not be allowed to access the premises in bathing or sleeping clothes, barefoot, shirtless, or wearing clothing containing symbols or messages that incite violence, racism, xenophobia or any other type of hate speech or discrimination.
VII. SWIMMING POOL AND GYM
1. The swimming pool(s) and gym, when they exist in the establishment, are for the exclusive use of guests staying in the establishment.
2. Access is not permitted outside the set hours.
3. For safety reasons, children under 16 are not allowed to use the gym.
4. For health and safety reasons, it is prohibited to enter the pool wearing clothing that is not suitable for this purpose.
5. It is mandatory to use the showers before entering the pool.
6. It is prohibited to take glass cups or any other glass objects into the pool area.
7. The use of floats or inflatables in the pool is prohibited.
8. It is prohibited to consume drinks or food in the pool and gym area, except those purchased from the pool bar, if available.
9. Users must comply with the other rules of conduct and conditions of use posted at the entrance to the space.
VIII. PARKING LOT
1. Use of the parking lot, if available, is not included in the price of the accommodation.
2. The establishment does not allow the reservation of parking spaces, nor does it guarantee the availability of a space once the vehicle has left.
3. Payment is made according to the length of the stay and the price list in force.
4. The establishment is not responsible for any damage caused to or received by vehicles using the car park service, for any objects deposited in them, nor for theft or robbery.
5. The Client shall be liable to the establishment and to other Clients for any damage caused to them due to breach of duty or carelessness in driving the vehicle in the parking lot. The Client accepts and acknowledges that the establishment may charge the amount of damage caused to the establishment to the card used to pay for the stay, if any.
6. The hotel reserves the right to tow away any vehicle that is being used abusively or that obstructs the entry and exit of other users, requesting the intervention of the competent security authorities whenever necessary, namely when it is not possible to obtain the presence or cooperation of the respective owner.
IX. PETS
1. The establishment does not allow animals, except assistance dogs in accordance with the provisions of Portuguese Decree-Law no. 74/2007.
2. For the assistance dog to have access, the user must be accompanied by the documents foreseen in Portuguese Decree-Law no. 74/2007, of 27 March, namely:
a) Clear display of the badge on the dog itself;
b) Own card, which must include:
· Identification of the person authorised to own the assistance dog;
· Identification of the national or international certifying body;
· The dog’s features;
c) Proof of compliance with the legally required health requirements (up-to-date vaccination bulletin);
d) Civil liability insurance policy.
3. The Client declares that their assistance dog is vaccinated with all the vaccines required in Portuguese territory and that it fulfils the requirements of the legislation applicable in the territory where the establishment is located, even if its place of origin is not Portugal.
4. The establishment reserves the right to refuse access to its premises when the animal shows obvious signs of illness, aggression, lack of hygiene or any other abnormal characteristic likely to cause well-founded fears for the safety and physical integrity of people or animals, or behaves in such a way as to disrupt the normal operation of the premises in question.
5. In the case of accommodation with a service animal, the Client expressly accepts that the hotel will clean the room on a daily basis in order to ensure the appropriate conditions of hygiene, health and conservation of the facilities, and cannot, for this reason, refuse the cleaning staff access to the room for the duration of the stay.
X. COMPLEMENTARY SERVICES PROVIDED BY THIRD PARTIES
1. The establishment offers a portfolio of additional services provided by third parties that Clients can acquire to complement their stay.
2. The establishment is not responsible for these services, but merely acts as an intermediary between the Client and the service provider.
3. Any complaints regarding the contracted service should be sent to the provider.
XI. COMPLAINTS
1. Any abnormal situation, including incidents occurring during the stay or complaints regarding the operation of the hotel, should be reported to reception.
2. After check-out, the Client can report any incident or complaint to the HF Group’s Customer Service department by emailing [email protected].
3. The submission of any complaint does not imply the waiver of payment, nor does it automatically confer the right to any compensation or reimbursement.
XII. RIGHT OF ACCESS AND ADMISSION
HF Hotels establishments adopt a zero-tolerance policy towards violent behaviour, violations of the rules of social interaction, aggressive or insulting attitudes towards the staff or other clients, unauthorised access to the facilities, or any conduct likely to disrupt the normal operation of the hotel, the well-being of other guests, or in violation of the provisions of these Regulations.
In the event of any of these situations, the hotel reserves the right to cancel the reservation/stay and prevent Clients from staying in the establishment, without any compensation or reimbursement of amounts paid, and may request the intervention of the competent security authorities whenever necessary.
These Regulations have been drawn up in accordance with current legislation and are available at all times on the HF Hotels Group website (www.hfhotels.com) and at the reception desk of each establishment, in Portuguese and English.
These Regulations apply to all guests and other persons accessing the HF Hotels Group’s establishments (hereinafter, “clients”).
I. ADMISSION AND ACCESS
1. In accordance with the provisions of article 48 of the Portuguese Decree-Law no. 186/2015, which amends Portuguese Decree-Law no. 39/2008, establishing the legal regime for the installation, operation and functioning of tourist resorts, the hotel reserves the right of access and admission, under the legal terms set out in this document.
2. All Clients, including minors, wishing to use the accommodation units (hereinafter “rooms”) are obliged to present their photo ID upon admission to the establishment, for the purposes of registration and admission.
2.1 Photocopies or digital formats are not accepted, except on official platforms.
3. Minors (18 years old) may only be admitted when accompanied by their parents or upon presentation of a declaration from their guardians authorising the trip or stay.
4. Check-in can only be carried out in the presence of the reservation holder.
4.1 Occupation of the room by a person other than the reservation holder without the latter being present at the hotel is only possible if the hotel is notified in writing that the reservation holder authorises the change of titularity.
4.2 Name changes may be subject to an additional fee, charged in accordance with the price list in force.
5. At the time of admission, the reservation holder must complete and sign, in accordance with their identification document, an entry form (hereinafter, “Registration Card”), containing the name, surname, contact details and other relevant data for the registration of the Client. The Registration Card will be kept by the establishment for the purposes of complying with applicable legislation, for the legally established period.
6. At the time of admission, full payment is due for any outstanding amounts related to the stay, including, but not limited to, the reservation fee, tourist taxes and any additional services previously contracted.
7. The hotel reserves the right to apply additional fees and/or supplements to bookings with more than 5 rooms, or independent bookings totalling more than 5 rooms with the same check-in and check-out date, which are not identified as a group reservation prior to admission.
8. The admission of more guests than initially booked is subject to the payment of the fees and supplements applicable to additional guests, in accordance with the reservation conditions, and subject to the maximum capacity of the room booked.
8.1 The type of room booked must have adequate capacity for the total number of guests, including children over 2 years of age.
8.2 Cots for children up to 2 years of age are available free of charge, subject to availability, the size of the room booked, and a maximum capacity of 1 cot per room.
8.3 The hotel does not offer extra beds.
8.4 If the number of guests exceeds the maximum capacity of the room booked, admission will only be permitted by making an additional reservation for the number of rooms required for the total number of guests, with the new reservation being subject to the availability of the accommodation and the rate applicable on the day.
9. The access card/room key will be given to the Client once the Registration Card is signed. The access card/room key is strictly personal.
The Client must take the necessary measures to ensure the security of their access card/room key and inform the establishment’s reception as soon as possible of its loss or misplacement.
10. HF Hotels undertakes to respect the establishment and type of room booked, and to respond, whenever possible, to the Client’s additional requests when assigning the room to be occupied. However, due to the dynamics of the booking process, situations of overbooking may occur from time to time, in which there are more reservations than rooms available, and which may require HF Hotels to transfer the reservation to another establishment.
10.1 In these situations, HF Hotels undertakes to transfer the reservation to another HF Hotels hotel of the same or superior category, ensuring the quality and type of room equivalent to that of the original reservation, at no additional cost to the Client, and without any compensation or cancellation of the contract for this reason.
10.2 In the event of non-availability at HF Hotels, the transfer will be made to another hotel in the same or superior category, also guaranteeing the same quality and type of room as the original reservation, at no additional cost to the Client and without any compensation or cancellation of the contract.
11. The characteristics of the hotel and the room are those listed on the website of the HF Hotels Group (www.hfhotels.com) and in the booking information.
11.1 The photographs and features presented on the website and in the booking information aim to present an image as accurate as possible of the accommodation available, however, occasionally there may be non-substantial differences, with no impact on the quality of the accommodation, between the photograph and the reality on the date of the stay, namely due to renovations or changes in furniture.
11.2 HF Hotels warns that when booking through external platforms whose content is not validated by the brand, the information regarding the characteristics of the hotel, of the room or the service conditions may not be reliable. HF Hotels declines all responsibility for information provided by platforms other than its official channels.
12. The hotel reserves the right to prevent access to and stay in the establishment for all Clients who do not fulfil the admission conditions set out in the previous points, or for any person whose conduct at the time of admission is considered inappropriate, disrespectful or incompatible with the atmosphere and values of the space, without any compensation or refund of any sums paid.
II. CHECK-IN AND CHECK-OUT
1. Check-in is available starting at 3.00 pm.
1.1 During periods of high occupancy, room delivery may be delayed by up to three hours.
1.2 Early check-in is available starting at 8.00 am, subject to confirmation of availability on the day and payment of the Early Check-in service in accordance with the price list in force.
1.3 Entry before 8.00 am is subject to confirmation of availability and payment of an additional daily rate according to the accommodation rate applicable on the day.
2. Check-out takes place until 12.00 pm on the departure date.
2.1 Extending the departure time beyond 12.00 pm is subject to confirmation of availability by reception on the day of departure, and payment of the late check-out service in accordance with the price list in force, if the departure takes place until 5.00 pm, or payment of an additional daily rate in accordance with the accommodation rate applicable on the day, if the departure takes place after 5.00 pm.
2.2 During periods of high occupancy, if the room is not vacated by the set time and it is not possible to contact the Client by any of the means indicated on the Registration Card, the hotel reserves the right to vacate the room, ensuring the collection and safekeeping of the personal belongings left there.
2.3 In the event of having to vacate the room under the terms of the previous point, the hotel will take all necessary steps to ensure the security and safekeeping of the personal belongings collected; however, it declines all responsibility for any loss, damage or misplacement claimed in relation to personal belongings that it has been forced to remove due to non-compliance with the established check-out time.
3. In the event that the Client leaves the hotel without paying the outstanding amounts, the hotel reserves the right to collect the outstanding amounts by debiting the bank card used to pay for the reservation, if any.
III. STAY
1. Throughout their stay, the Client and any other authorised user accompanying them undertake to:
a) Observe the rules of coexistence and hygiene dictated for the correct use of the establishment;
b) Respect the agreed check-out date from the establishment;
c) Pay for the contracted services upon presentation of the invoice or within the agreed period. The submission of any complaint does not imply waiver of payment;
d) Respect employees, facilities and other users of the establishment, as well as its equipment;
e) Respect the provisions of these internal Regulations.
2. The rooms are cleaned daily between 8.30 am and 5.00 pm.
2.1 The cleaning service is not carried out in the presence of a “Do Not Disturb” sign, nor in the presence of the guest in the room.
3. Guests are responsible for the correct use of the furniture and equipment placed at their disposal, as well as for compensating the hotel for any damage caused to the room or other facilities of the establishment.
3.1 If it is impossible to identify the person directly responsible for the damage, responsibility for payment will be assumed by the reservation holder.
3.2 The hotel reserves the right to debit the amount of the damages from the card used to pay for the reservation, if any.
3.3 The hotel reserves the right to change the arrangement of guests’ belongings whenever this is likely to damage the equipment or furniture in the room.
IV. VALUABLES AND SECURITY
1. The Client is solely responsible for the safekeeping and supervision of their personal property.
2. The establishment provides safes in all the rooms free of charge for guests to use.
2.1 The use of the safe in the room is the sole responsibility of the Client.
2.2 The Client must take all the necessary measures to ensure the security of their property, in particular: guarantee the confidentiality of the programmed code, ensure that the safe is properly locked and immediately notify the establishment’s reception of any anomaly or difficulty in using the equipment.
3. The establishment is not responsible for letters and/or packages sent to Clients staying at the establishment.
4. Items left in the establishment will be kept for a period of 12 (twelve) months from the date of check-out, after which they will be disposed of if they are not claimed.
4.1 For health and hygiene reasons, food products, toiletries, cosmetics or medication left in the establishment will be disposed of immediately, and these items will not be stored.
4.2 All HF Hotels have a Lost & Found service that guests can use to have their belongings sent. By using this service, the Client expressly accepts:
a) that the service provider will be selected by the HF Hotels;
b) that HF Hotels only act as an intermediary between the Client and the service provider;
c) that HF Hotels shall not be liable for any loss, damage or any other inconvenience in the delivery process.
4.3 HF Hotels reserve the right to open any unopened packages whose contents cannot be confirmed before deciding whether to keep or send them.
5. In accordance with the provisions of Portuguese Law 37/2007, as amended by Portuguese Law 63/2017, smoking is prohibited in all indoor spaces of the establishment.
5.1 In the event of non-compliance, a cleaning fee will be applied in accordance with the price list in force, available at the establishment’s reception, plus any additional costs relating to smoke extraction.
6. For security reasons, occupancy of the rooms is exclusive to those registered as hotel guests. Visitors who are not identified as guests on the reservation are not allowed to enter or stay in the rooms.
7. Whenever there are well-founded doubts regarding the well-being of the guest, the condition of the room, or suspicions of activities that could disrupt the normal operation of the establishment, the hotel reserves the right to verify the room without the authorisation of the occupants.
The verification will be carried out by one of the hotel managers, accompanied by another member of staff who is on duty.
8. For security reasons, the hotel reserves the right to request confirmation of identity from anyone present on its premises in order to validate their status as a guest.
V. COMMON AREAS
1. The hotel’s internal areas are of exclusive access to hotel staff.
2. Timetables for complementary services, including catering areas, swimming pool(s) and gym, may vary according to the time of year and weather conditions.
3. The hotel reserves the right to temporarily prohibit access to certain common areas and services of the establishment, including but not limited to restaurant areas, swimming pool(s) and gym, either by temporary allocation on an exclusive basis or for reasons of force majeure, without any compensation or reimbursement of the amounts paid.
VI. RESTAURANT SERVICES
1. It is prohibited to consume food or drinks from outside the establishment in the restaurant areas or other common areas of the hotel, except in circumstances duly authorised by the establishment.
2. The consumption of food or drinks from outside the establishment in the restaurant areas, when authorised by the establishment, is subject to the payment of an additional fee, per person, applied in accordance with the price list in force.
3. The products on display at the buffet are for on-site consumption only.
3.1 In the event of items being transported from the place of consumption, the hotel reserves the right to apply an additional fee, corresponding to the value of an extra breakfast, defined in accordance with the price list in force.
4. Access to the restaurant areas of the establishment is subject to the use of appropriate clothing. Clients will not be allowed to access the premises in bathing or sleeping clothes, barefoot, shirtless, or wearing clothing containing symbols or messages that incite violence, racism, xenophobia or any other type of hate speech or discrimination.
VII. SWIMMING POOL AND GYM
1. The swimming pool(s) and gym, when they exist in the establishment, are for the exclusive use of guests staying in the establishment.
2. Access is not permitted outside the set hours.
3. For safety reasons, children under 16 are not allowed to use the gym.
4. For health and safety reasons, it is prohibited to enter the pool wearing clothing that is not suitable for this purpose.
5. It is mandatory to use the showers before entering the pool.
6. It is prohibited to take glass cups or any other glass objects into the pool area.
7. The use of floats or inflatables in the pool is prohibited.
8. It is prohibited to consume drinks or food in the pool and gym area, except those purchased from the pool bar, if available.
9. Users must comply with the other rules of conduct and conditions of use posted at the entrance to the space.
VIII. PARKING LOT
1. Use of the parking lot, if available, is not included in the price of the accommodation.
2. The establishment does not allow the reservation of parking spaces, nor does it guarantee the availability of a space once the vehicle has left.
3. Payment is made according to the length of the stay and the price list in force.
4. The establishment is not responsible for any damage caused to or received by vehicles using the car park service, for any objects deposited in them, nor for theft or robbery.
5. The Client shall be liable to the establishment and to other Clients for any damage caused to them due to breach of duty or carelessness in driving the vehicle in the parking lot. The Client accepts and acknowledges that the establishment may charge the amount of damage caused to the establishment to the card used to pay for the stay, if any.
6. The hotel reserves the right to tow away any vehicle that is being used abusively or that obstructs the entry and exit of other users, requesting the intervention of the competent security authorities whenever necessary, namely when it is not possible to obtain the presence or cooperation of the respective owner.
IX. PETS
1. The establishment does not allow animals, except assistance dogs in accordance with the provisions of Portuguese Decree-Law no. 74/2007.
2. For the assistance dog to have access, the user must be accompanied by the documents foreseen in Portuguese Decree-Law no. 74/2007, of 27 March, namely:
a) Clear display of the badge on the dog itself;
b) Own card, which must include:
· Identification of the person authorised to own the assistance dog;
· Identification of the national or international certifying body;
· The dog’s features;
c) Proof of compliance with the legally required health requirements (up-to-date vaccination bulletin);
d) Civil liability insurance policy.
3. The Client declares that their assistance dog is vaccinated with all the vaccines required in Portuguese territory and that it fulfils the requirements of the legislation applicable in the territory where the establishment is located, even if its place of origin is not Portugal.
4. The establishment reserves the right to refuse access to its premises when the animal shows obvious signs of illness, aggression, lack of hygiene or any other abnormal characteristic likely to cause well-founded fears for the safety and physical integrity of people or animals, or behaves in such a way as to disrupt the normal operation of the premises in question.
5. In the case of accommodation with a service animal, the Client expressly accepts that the hotel will clean the room on a daily basis in order to ensure the appropriate conditions of hygiene, health and conservation of the facilities, and cannot, for this reason, refuse the cleaning staff access to the room for the duration of the stay.
X. COMPLEMENTARY SERVICES PROVIDED BY THIRD PARTIES
1. The establishment offers a portfolio of additional services provided by third parties that Clients can acquire to complement their stay.
2. The establishment is not responsible for these services, but merely acts as an intermediary between the Client and the service provider.
3. Any complaints regarding the contracted service should be sent to the provider.
XI. COMPLAINTS
1. Any abnormal situation, including incidents occurring during the stay or complaints regarding the operation of the hotel, should be reported to reception.
2. After check-out, the Client can report any incident or complaint to the HF Group’s Customer Service department by emailing [email protected].
3. The submission of any complaint does not imply the waiver of payment, nor does it automatically confer the right to any compensation or reimbursement.
XII. RIGHT OF ACCESS AND ADMISSION
HF Hotels establishments adopt a zero-tolerance policy towards violent behaviour, violations of the rules of social interaction, aggressive or insulting attitudes towards the staff or other clients, unauthorised access to the facilities, or any conduct likely to disrupt the normal operation of the hotel, the well-being of other guests, or in violation of the provisions of these Regulations.
In the event of any of these situations, the hotel reserves the right to cancel the reservation/stay and prevent Clients from staying in the establishment, without any compensation or reimbursement of amounts paid, and may request the intervention of the competent security authorities whenever necessary.