FAQ’s
Frequently Asked Questions
Checking in- Meeting point at Apartment/ Ring Bell/ How do we get the keys?
Most units have a code/ phone app operated lock- This requires that guest information is provided and all payments including damages deposit is paid via the guest app prior to codes being released to guests. Traditional in person check in ; the LV Premier apartment manager will be waiting for you inside the apartment- when you arrive please ring the bell in the intercom (details provided in confirmation/instructions letter)
Do you provide bed linen/ sheets and towels?
Yes- Superior quality linens and towels are available
Do you provide beach towels?
Beach towels are available for a symbolic fee of 3 euro per towel. A refundable deposit of 5 euro per towel is also required and returned when you return the towels. They need to be requested on reservation. FU1, LA1 and LA2 include beach towels.
Is there a Hair Dryer in the unit?
Can we wash clothes/ dry clothes in the apartment?
When do I get my damages deposit?
Plum Guide manage the security deposit for their reservations.
For all other reservations, the Damages/ Security deposit is paid via your personalized booking page/app. It will be done as a pre-authorization which expires 2 days after the departure day. Longer stays may require a new pre-authorization if the first one expires. Cancelation of preauthorization and expiration will not result in a charge to your card nor a refund (i.e. you will not see it in your credit card statement.
If the damages deposit is charged via a physical terminal, it may take up to 3-4 weeks depending on your card and country of issuance.
If you wish to make alternative arrangements, please contact the office for assistance.
What is your cancellation policy?
The cancellation policy of the site you have made the reservation will prevail. General policy is if apartment size does not exceed 3 bedrooms, you can cancel free of charge up to 7 days prior to arrival. Reservations for larger properties have free cancellation up to 14-21 days prior to arrival, but always check the correct cancellation that applies to your reservation
I want to submit a review?
You can submit a review on the site you made the reservation, our Facebook page and we may ask you to submit in other sites we advertise. TripAdvisor will accept reviews even if the booking was not done through them- use the appropriate link at LV Premier. Most sites have a section for you to submit reviews. Ask us if you can’t find it.
Can I use Paypal ?
LV Premier, in its efforts to remain competitive, has to pass on bank and (the very high) paypal fees to its guests. Credit cards using our guest app are free of charges
How do I buy tickets for Futebol/Football/ Soccer?
Try one of the sites below – http://www.ticketbis.net/benfica-tickets/ca546 ; www.viagogo.pt › Bilhetes Desporto; worldticketshop.com
How do I get tickets for cultural events?
Try FNAC.pt for info, then call their call center ticket sales office; or try worldticketshop.com. For theater/opera you can always got to the ticket office at the address of the performance. Timeout Lisbon will also have the most up to date listings.
Where is the left luggage office?
There are left luggage offices at all key railway stations in Lisbon (e.g. Rossio, Santa Apolonia and Entrecampos). Typically there are 3 locker sizes available. Parking garages in praça Martim Moniz and Figueira also have lockers.
In Porto, left luggage offices also available at railways stations and some metro stations (e.g. Bolhao and Trindade).
You can also store bags, free of charge, in our office in Lisbon in Rua do Carmo 43, 3A (open 10-18H daily).
Can I drop my bags at the Lisbon office?
Yes- we are open between 10 and 18H daily , and have a small area for bags, as a service to our customers. Office and Storage Area address is Rua do Carmo 43, 3a in Lisbon (+351 211 335 743).
Where to park the car in Lisbon?
Lisbon: Apartments in the Baixa- Chiado district- There is number of underground garages to choose from: Praça da Figueira, Praça do Municipio, Parque Baixa Chiado, Largo do Carmo, Montepio Grandella to name a few- cost varies, but it is usually about 30+ euros per day; 2-3 euros per hour). For Principe Real, there are 2 car parks within walking distance: one in rua da Escola Politecnica/ Rato and the other in rua de Sāo Bento close to rua da Imprensa Nacional. You can also park the car in Marquês de Pombal car park, but that is a bit further away. For Amoreiras AM2 and AM3, there is a car park in Patio Bagatela 2 blocks away. Hotel Amazonia next door usually offers a daily rate for 20 odd euros- kindly ask at their reception. For Bica use the car park for the Time Out market in Praça da Ribeira.
Where can I park in Lagoa Albufeira?
Car parking is available in front of the villas, free of charge
Can I charge my Eletrical Vehicle?
At this time we have chargers in LA2 (Lagoa de Albufeira) and FU1 (Algarve-Fuseta). Usage of the chargers will be billed at the prevalent KWH rate billed to us by the electrical utility company.
Heated Pools- how warm will they get?
LA1, LA2, GR1 and FU1 have heated pools. The heating is made via a heat pump machine which uses energy from the air to warm up the water just like and AC unit does the reverse. The manufacturers guarantee a minimum of 5-7C warmer than unheated water, but it will vary according to a number of factors (pool being with the cover, time being heated, amount of wind, air temperature among others)
Do children pay/count as adults
One child up to the age of 3 (if sleeping in the baby cot or with parents) can stay free of charge. Older children sleeping in own bed will count towards occupancy (but ask us if in doubt)
Check in policy
Yes- Superior quality linens and towels are available
Credit Cards Accepted on Arrival
Major credit cards are accepted on arrival at the apartment. Credit card payments for refundable deposit on arrival have a 3% surcharge.
Parking meters- Hours of operation?
What is your check out policy?
Standard check out is by 11am (10am in TR1). Like most hotels, guaranteed late check out has a cost and should be requested up to 12 noon of the day before your departure- till 13H a fee varying between 50 euro and 150 euro depending on the property, till 8pm costs 75% of the daily rate; after 8pm, it costs 100% of the daily rates subject to availability. Requests on the day will have a 25 euro increase.
Do you have cooking utensils?
All apartments have AC units. Granja, being at the seaside with cool breezes, does not have AC at the moment.
Is Internet free?
Yes we provide free WIFI in all our apartments. While we make all efforts to always have functional WIFI, in some instances (thankfully very few) our providers have faults. If that is the case we will not be able to provide the service and no refunds will be due
Do you have elevators?
Apartments in buildings with elevators will be noted in the description of the apartment. In case of a fault we will do our very best to ensure it gets repaired as soon as possible but we can not provide refunds.
Damages to the apartment
In case of damages we ask you that you let us know so we can replace it for the next guest. We will charge that from the deposit (within reason). Regrettably loss of keys require that we change the locks and all existing keys to ensure a secure environment for our guests. This often exceeds 170 euro and will be charged to your damages deposit. If damages exceed the value of the deposit we ask you to make up the difference. We will also pursue vigorously any malicious damages with the authorities of Portugal and your home country
What is your policy on late arrivals?
LA1, LA2, GR1 and FU1 have heated pools. The heating is made via a heat pump machine which uses energy from the air to warm up the water just like and AC unit does the reverse. The manufacturers guarantee a minimum of 5-7C warmer than unheated water, but it will vary according to a number of factors (pool being with the cover, time being heated, amount of wind, air temperature among others)
Do we have to clean up the house before we leave?
LV Premier runs smoke free apartments. All our properties are strictly non-smoking. Evidence of smoking will result in additional cleaning charges. This applies even in outdoor space/ terraces and balconies. Usual evidence of smoking are cigarette buts left in the potted plants- which is unsightly and not healthy.
Can I smoke in the balcony?
LV Premier runs smoke free apartments. All our properties are strictly non-smoking. Evidence of smoking will result in additional cleaning charges. This applies even in outdoor space/ terraces and balconies. Usual evidence of smoking are cigarette buts left in the potted plants- which is unsightly and not healthy.
Can I bring my pets?
LV Premier runs smoke free apartments. All our properties are strictly non-smoking. Evidence of smoking will result in additional cleaning charges. This applies even in outdoor space/ terraces and balconies. Usual evidence of smoking are cigarette buts left in the potted plants- which is unsightly and not healthy.
How do i get to the Beach?
Lisbon– easiest is to go the the beaches in Costa do Estoril/Cascais. They are easily reachable taking the train from Cais do Sodre, and within 20-30 min you can be enjoying the Atlantic. Sandy beaches in Costa da Caparica are best reached with a rental car- although about 25 min away, or taking a bus from Areeiro or Praca de Espanha to Costa da Caparica. You can also take teh train in Entrecampos to Pragal and switch to a bus/ taxi to Costa da Caparica.
Porto- nearest beach is Foz. You can walk or jog from Restauração or take the Bus/ tram to Foz. In Matosinhos you can also go to the beach and that is reachable by Metro