Rules

1. Purpose

These General Terms and Conditions regulate the use of the services provided by Quinta do Serrado, located in Câmara de Lobos, Madeira, hereinafter referred to as “Quinta do Serrado”, and establish the rights and obligations of the operating entity and its guests.

By making a booking, whether in person, by telephone, email, website or through booking platforms, the customer declares that they are aware of and fully accept these Terms and Conditions.

2. Definitions

For the purposes of this document, the following definitions apply:

Guest – any person registered on the booking.
Customer – the person making the booking.
Booking – contract entered between the customer and Quinta do Serrado.
No Show – absence of the customer without prior cancellation.
Additional services – all services not included in the rate for the stay.

3. Bookings

The booking can be made:

directly through Quinta do Serrado;
through online booking platforms;
by tour operators;
by travel agencies.

The booking is only considered confirmed after:

written confirmation by Quinta do Serrado;
receipt of the required payment or guarantee.

Quinta do Serrado may refuse bookings when:

There is false information;
There is a history of breach of contract;
There are obvious computer errors in relation to published prices.

4. Rates

All prices shown include VAT at the current statutory rate. Rates may vary depending on:

time of year;
occupancy;
promotional campaigns;
number of guests;
type of room.

Unless expressly stated, they do not include:

additional meals;
minibar;
treatments or massages;
excursions;
transport;
external services.

5. Payments

Quinta do Serrado may request:

full payment;
partial payment;
credit card as a guarantee.

The payment methods provided by the unit are accepted.

Any purchases made during the stay must be paid for by check-out. Failure to pay may result in the suspension of services.

6. Cancellation Policy

Cancellation conditions vary according to the rate chosen, where applicable:

cancellations within the free period do not incur any costs;
cancellations outside this period may result in partial or full charges;
in the event of a no-show, the amount corresponding to the first night or the amount stipulated in the rate may be charged.

Non-refundable bookings are not eligible for a refund.

Early departures do not entitle you to a refund.

7. Changes to the Booking

Change requests are subject to availability.

Changing dates may result in an update to the rate initially agreed.

8. Check-in

Check-in is from 2:00 pm.

Under Portuguese law, all guests must present a valid official identification document.

Accommodation may be refused when it is not possible to carry out the mandatory legal registration.

9. Check-out

Check-out must take place by 11:00 am.

After this time, additional charges may apply.

Extending your stay depends exclusively on the availability of the unit.

10. Minors

Minors must always be accompanied by a responsible adult. Quinta do Serrado does not provide childcare services.

11. Room capacity

Occupancy above the maximum capacity defined for each type of accommodation is not permitted.

The entry of unregistered visitors is subject to authorization by the Management.

12. Rules of Conduct

Guests undertake to:

respect other guests;
behave appropriately;
preserve the property of the Quinta do Serrado;
comply with safety regulations.

The following are not permitted:

unauthorized parties;
disruptive behavior;
consumption of illicit substances;
misuse of the facilities.

The Management may order the immediate departure of guests who seriously violate these rules, without the right to a refund.

13. Quiet Hours

The quiet period between 10:00 pm and 8:00 am must be respected.

14. Non-Smoking Policy

Smoking is prohibited in all indoor areas.

Failure to comply may result in additional cleaning and decontamination costs.

15. Pets

The admission of pets is subject to prior authorization.

If authorized, owners are fully responsible for their pets.

Quinta may refuse animals that jeopardize the peace or safety of other guests.

16. Swimming Pool

Use of the swimming pool is the sole responsibility of the guests.

Permanent supervision of minors is mandatory.

There is no lifeguard service.

Quinta do Serrado is not liable for accidents resulting from negligent use or non-compliance with the posted rules.

17. Gardens and Outdoor Spaces

The gardens, viewpoints and other outdoor areas must be used with care.

It is forbidden to damage plants, trees, street furniture or equipment.

18. Lodge Bar & Pool Bar

Opening hours may vary depending on the time of year.

Quinta do Serrado may change menus, opening hours or availability without prior notice for operational reasons.

19. Events

Weddings, parties, meetings or events are subject to a separate contract.

20. Damage

Guests are liable for any damage caused to:

rooms;
furniture;
equipment;
Bed linen;
towels;
common areas.

Quinta do Serrado may charge the respective repair or replacement costs.

21. Lost Property

Quinta do Serrado assumes no responsibility for the loss, misplacement or theft of personal belongings.

Any items found will be kept for 90 days.

22. Safes

Whenever there is a safe in the room, it is recommended that it be used to store valuables.

23. Parking

Parking is free, unless otherwise indicated. Quinta do Serrado assumes no responsibility for:

theft;
damage;
natural phenomena;
accidents.

24. Internet

Wi-Fi access is provided free of charge.

Quinta do Serrado does not guarantee uninterrupted operation or minimum connection speeds.

Any unlawful use of the network is prohibited.

25. Force Majeure

Quinta do Serrado shall not be liable for failure to fulfil its obligations when this results from unforeseeable or unavoidable circumstances, including, but not limited to:

fires;
storms;
floods;
landslides;
earthquakes;
pandemics;
labour disputes;
interruptions in the supply of water, electricity or communications;
orders from public authorities.

In these cases, reasonable efforts will be made to minimize the impact on guests.

26. Data Protection

Personal data will be processed in accordance with Regulation (EU) 2016/679 (GDPR) and applicable Portuguese legislation. The data is intended exclusively for:

booking management;
invoicing;
compliance with legal obligations;
communication with guests;
improving the quality of services.

Data subjects may exercise their rights of access, rectification, erasure, restriction, objection and portability, in accordance with the law.

27. Complaints Book

Quinta do Serrado provides a physical and electronic Complaints Book, in accordance with Portuguese law.

Complaints may also be submitted directly to Management for an attempt at immediate resolution.

28. Alternative Dispute Resolution

In the event of a consumer dispute, the consumer may resort to an Alternative Dispute Resolution (ADR) entity, under the terms of the applicable Portuguese legislation.

29. Civil Liability

The liability of Quinta do Serrado is limited to damages that are legally attributable to it due to willful misconduct or negligence, under the terms of the applicable legislation.

It shall not be liable for indirect damage, loss of profits or losses resulting from events attributable to third parties or to the guest themselves.

30. Changes to the Terms and Conditions

Quinta do Serrado reserves the right to amend these Terms and Conditions whenever necessary for legal, operational or commercial reasons.

The version in force will always be the one published in the property’s official media.

31. Applicable Law and Jurisdiction

These Terms and Conditions are governed by the laws of the Portuguese Republic. Without prejudice to consumer rights and legally provided alternative dispute resolution mechanisms, any dispute shall be heard by the territorially competent court, in accordance with Portuguese law.

32. Contact details

Quinta do Serrado
Caminho do Serrado, Nos. 12-14
9300-010 Câmara de Lobos
Madeira – Portugal
Phone: +351 927 223 477
Email: booking@quintadoserrado.pt