Terms and Conditions
In these General Terms Palácio Príncipe Real or PPR means the business division of
PRPalace Lda operating under that brand name.
Applicability of General Terms. Any booking and/or stay at PPR however made, whether
directly or through an agent, will be subject to these General Terms. Anyone booking or
staying at PPR agrees to do so on the basis of these General Terms. Any different terms
governing a stay at PPR will only be applicable to the extent agreed in writing by PPR. No
third party is entitled to agree any terms inconsistent with these General Terms.
Essential booking requirements. All bookings may only be made by adults of 18 years and
above. No more than two persons are allowed to stay in each bedroom and the minimum
age for our guests is 16 years and above. No pets of any nature are permitted.
Booking confirmation. After confirmation of the booking, you will receive an email
confirming the details of the stay (booking number, arrival and departure date, the number of
guests and rooms, category of room/s, room rates and any other relevant booking terms).
Credit Card Details. All bookings must be guaranteed at the time of reservation by
provision of valid credit card details. By providing valid credit card details, you warrant
that you have the authority to use the credit card and you authorise PPR to charge the
cost of your booking to the credit card in the case of cancellation or no-show as
detailed below or otherwise to settle amounts due by you to PPR under these General
Terms. Where requested, you agree to allow a pre-authorisation on your credit card for
the full amount of the room cost.
Payment. Payment is typically made on check-out, but PPR retains the right to charge
the full amount of your stay on check-in or at any time during your stay, in which case
you authorise us to charge the full cost of your booking to the credit card details
provided. For long-stay or group bookings or seasonal offer bookings we reserve the
right to charge all, or part, of the room cost at the time of booking or in advance of the
stay. The Lisbon municipality currently requires all hotels to charge a 2€ daily tourism
tax. Our rates exclude this charge which we levy on top of the agreed room rate (and
pay over to the municipality). We will charge you the tax at the prevailing rate at the
time of your stay. Our room rates include IVA / VAT (the Portuguese general sales
tax). If the IVA / VAT rates change, we reserve the right to change our prices
accordingly.
Gratuities/Tips. Please note that we do not levy a service charge at PPR, and all gratuities
and tips are left entirely at the discretion of guests. We believe gratuities and tips should be
a reward for excellent service and we hope you will receive excellent service from our team.
Our policy is to share all gratuities and tips equally with all members of staff below
management level – both the ones you see and the equally important ones you do not see.
To ensure all tips are shared fairly, we prefer guests who wish to show their appreciation to
give a single tip at the end of their stay.
The team hugely appreciate any gesture that recognises the level of service given!
Guest Cancellation. Free cancellation up to 7 days before the check-in date. 1 night deposit is due 6 days prior to arrival and you will be charged to the credit card provided. For any cancellation made within 6 days of the reservation date we reserve the right to keep in full the first night of your stay. For cancellations made within 24 hours of the check-in date (local time), no-shows or early departures we will charge 100% of the reservation.
PPR Cancellation/Right to refuse admission. PPR reserves the right, without
incurring liability and without needing to give an explanation why, to cancel or
terminate your booking or to refuse at any time access to the Palácio in which case you
will, if your stay has commenced, be required to settle any charges incurred and to
vacate the Palácio.
Room category. We think all our rooms are special, and PPR will not normally guarantee a
booking for a specific room. Whilst PPR will do all it can to honour the category of room
requested, PPR reserves the right in extreme circumstances to change the room category.
In the event the change is for a lower category, the applicable rate for that category will be
charged. In the event the change is for a higher category of room, PPR will honour the
agreed rate for the duration of the stay originally agreed.
Check-in and Check-out. PPR aims to have check-in and check-out procedures that are as
flexible as possible. Check-in is typically from 3pm and check-out before 11 am although we
will endeavour where possible to grant an early or late check-out at no additional cost. We
would kindly ask all our guests to give us advance notice of check-in and check-out times
and to keep us informed of any delays. Where we can, we will store luggage for guests but
accept no liability for any loss or damage related thereto.
Identification. All guests must provide in force identification on arrival (for each guest) in the
form of a national passport or, for EU citizens, their national identity card.
Extending your stay. Where we can, we will accommodate any request to extend the
length of you stay; however, the room rates applying to any such extension shall be the rates
applying at the time you request the extension rather than the rates applying at the time you
made your booking.
Use of the pool. Our pool is unmanned and does not have a lifeguard. Guests use the pool
entirely at their own risk, should always wear appropriate swimwear and should not use the
pool under the influence of alcohol, drugs or medication. Given the reduced depth of the
pool, strictly no diving is permitted. Glassware is not allowed in the pool area. Non guests
are not entitled to use the pool and PPR reserves the right to close access to the pool at any
time and for any reason.
Use of the garden and terraces. Courtesy to others. PPR is an oasis in the city shared
with other guests and with the neighbours who overlook our garden. We would ask guests to
be considerate to our neighbours and other guests and keep noise to a minimum. The terms
of our licence forbid excessive noise between 11pm and 7am. We kindly ask our guests to
keep the noise level low between those times. PRP reserves the right to refuse access to the
garden after 11pm and at any time to request that guests go inside the hotel building. Unless
otherwise indicated by a member of management, the garden and terrace areas should be
vacated at midnight.
Smoking. PPR operates a strictly no smoking policy other than in the garden, where guests
are asked to be considerate to fellow guests when smoking, particularly if smoking cigars.
Please do not be offended, but smokers may be asked to move to a table away from other
guests and in some circumstances to refrain from smoking. Where it is apparent guests are
smoking in their rooms (which for the avoidance of doubt includes leaning out of the window
to smoke) or inside the Palácio, guests will be levied a 500€ deep-cleaning fee and it may
lead to the relevant guests being asked to leave the property.
Mini bar and incidental charges. Guests are entitled free of charge to consume (in their
rooms) the contents of their room mini bar which will be replenished once each day. We
would kindly ask guests not to consume the contents of their mini bar outside of their
rooms and reserve the right to charge for items consumed in public areas or outside of the
rooms. Additional consumption will be provided as part of room service and charged at the
relevant rate.
Tea and coffee. Tea and coffee making equipment is provided in the room and reasonable
consumption shall be free of charge.
Water. We believe the provision of fresh drinking water to be a fundamental right.
Accordingly, we provide free of charge filtered still and sparkling water in the rooms and
throughout the Palácio. Drink as much as you wish – we will replenish this free of charge.
In-room consumption. We pride ourselves on the cleanliness of our rooms. In view of the
fact that our kitchen is open for breakfast (a la carte breakfast is included in our room-rates)
and we also have a lunch and dinner menu, we do not allow guests to order take-away
food for consumption in guest rooms. Nor do we permit any consumption of take away food
and drinks anywhere on the premises, including the garden area. Any take-away deliveries
eg UBER EATs will be refused access to the premises.
Room towels and bath robes. These are provided for use only in the hotel and may not be
removed or retained, failing which guests will be charged with the replacement cost thereof.
Beach towels and bath robes may be purchased at reception at the relevant rate.
Other room contents. Each room has a Dyson hairdryer, and some rooms have a branded
blue tooth speaker. PPR systematically checks that these are in place at the start of each
stay and will draw attention to this to guests on check-in. Should these, or other room
inventory, not be in the room on check-out PPR will charge the guest the replacement cost
thereof. Any damage caused by guests to PPR property in their rooms or elsewhere in the
Palácio, other than as a result of “fair wear and tear”, shall be charged to guests at the
replacement cost thereof and guests shall be responsible for any consequential losses
suffered as a result of their actions.
Leather room card holder wallets. On check-in you will be provided with a leather wallet to
store your electronic room card. These should be returned on check-out but tend to
disappear! You may purchase a new leather wallet from our shop in reception, and any
wallets not returned on check-out will be charged to your room or credit card.
Use of safes. Whilst PPR provides room safes for the use by guests these are provided for
the convenience of guests and should not be considered totally secure. Guests using the
room safes do so at their own risk and PPR cannot accept responsibility for any actual or
purported loss or damage arising in connection with the use thereof. Our policy is that no
safe will be opened by hotel staff at the request of a guest, for example due to loss of battery
or passcode, unless a senior member of PPR management and one other member of PPR
staff is present. Whilst we have a more secure safe for use for company purposes in which
we will on request store sensitive items, we again accept no risk for any loss whatsoever in
connection with the provision of such services.
Appropriate usage of rooms and common areas. No rooms may be used for illicit or immoral purposes and no
group congregations are permitted in individual rooms. As previously mentioned, occupancy
of each room is for a maximum of two guests. Our rooms and common areas may not be used for business purposes unless expressly authorised by a member of management.
Vehicles. PPR has on-site parking for a very limited number of vehicles. PPR can therefore
only provide parking entirely at the car owner’s risk in a small number of cases. No
guarantees can be given that parking will be available and available parking on one day is
no guarantee that parking will be available on another day. Typically, PPR will not charge
guests to park in the garden but reserves the right to do so in which case the fee will be
notified in advance. Cars parked on site invade the tranquility of our city garden oasis, so
consideration needs to be given to avoiding the movement of vehicles between 10pm and
8am. Please inform the team if this is likely to be the case so alternative arrangements can
be made.
Wellness room treatments. Treatments can be provided by our therapists for the
appropriate additional charge. Although our therapists will be appropriately trained for the
treatments they are giving, they are not medically qualified nor are they qualified
physiotherapists. Guests use our services at their own risk and PPR accepts no
responsibility for the aggravation of a medical condition by virtue of having a treatment. If in
doubt, guests should seek medical advice before requesting a particular treatment. Our
wellness and skin-care products are carefully selected, recognised brands but we cannot
accept responsibility for individual guest allergies or adverse reactions. PPR reserves the
right to use third party service providers to provide the wellness treatments on our behalf.
PPR also plans to provide yoga and similar activities at the Palácio but guests using any
such services shall do so entirely at their own risk.
Personal safety. The Palácio is an old heritage building, lovingly restored to modern
standards but it retains steep original staircases, windows that can be opened and some
raised steps - for example when entering the bathrooms and, in some instances, there are
slight steps or slopes when entering the rooms. Guests need to look after their personal
safety and be aware of the environment in which they are staying. Guests need to refrain
from leaning out of the windows. Climbing through the bedroom windows on the third floor
onto the parapet walls is highly dangerous and strictly forbidden. Guests using the steep
spiral staircase garden access to room 211 do so strictly at their own risk and should ensure
they are fit to do so.
Concierge services. Our reception team will glad assist you with the booking of restaurants,
taxis, museums, trips and generally recommending matters to assist with your stay. Please
note that we do this with a view helping you to have an enjoyable stay in Lisbon, but we
cannot accept any liability for any issues or adverse consequences in connection with the
third-party services provided.
Restaurant services. Our restaurant is open to guests only. However, non guests may be
allowed to dine with us by invitation. PPR takes care to provide healthy dining experiences,
but it is the responsibility of those dining with us to ensure that any food allergies and
intolerances are notified in advance, whereupon we will take appropriate measures to
accommodate you.
Applicable law and jurisdiction. These General Terms shall be governed by Portuguese
law. Any disputes involving your booking and/or stay with us shall be subject to the
jurisdiction of the Portuguese courts.
Indemnity. You agree to indemnify, defend and hold harmless PRPalace Lda, including its
officers, owners, directors, employees or other related parties (Indemnified Parties) from
and against any and all claims, demands, losses, costs, damages, liabilities, judgments,
awards, and expenses PRPalace Lda or any of the Indemnified Parties suffer in relation to,
arising from, or for the purpose of avoiding, any claim or demand from a third party that
relates to your breach of these General Terms, or your use of the PRP website.
Updating of General Terms. These General Terms are accessible via our website or at out
reception desk. These General Terms are periodically updated from time to time and your
booking and/or stay will be governed by the latest published version.
Supervisory Authority: If a data subject considers their rights affected, they can also appeal to the competent supervisory authority of the Member State concerned. More info at: https://ec.europa.eu/info/law/law-topic/data-protection/data-protection-eu_en