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Terms & Conditions

  1. Objectives and General Considerations

These General Conditions are intended to regulate the Terms and Conditions of the website, owned and operated by Manteiga – Alojamento Turístico Lda., with tax identification number 512086176, hereinafter Hotel Matriz.

The Terms and Conditions presented, apply to the relationship between the visitor, designated hereinafter by the Client, and the Hotel Matriz, the functionalities and rules of the site and the rules regarding the stay, namely, regarding the operation, hours and services provided, as well as well as other relevant information.

The use of the Hotel Matriz website implies acceptance and full agreement with all the parameters presented in the Terms and Conditions received here, as well as the Privacy and Cookies Policy in force on the website. If you do not accept, in whole or in part, any of the stipulated conditions, you must not perform any action on the website.

Our main objective is the satisfaction of our customers and for this, Hotel Matriz undertakes to process all reservations made on the website in a timely and diligent manner, as well as the delivery in the best conditions of all services contracted by the customer.

Hotel Matriz reserves the right to update, change, delete or change any content of the Terms and Conditions, as well as the website without prior notice. It is advisable to periodically check the Terms and Conditions for any changes or updates.

In situations that are not provided for in the Terms and Conditions, resort to the applicable legislation.


  1. Prices

All prices on the website are per room for the entire stay, including VAT and all taxes, unless otherwise stated on the website or in the confirmation email. Sometimes there are cheaper rates available on our website, it all depends on different variables, such as number of people, selected regime, or length of stay. Please check the room description and rate carefully before making your reservation.

Additional information:

Published prices may change without notice.

There is no charge for children up to 2 years of age, if they stay in the room of the adults responsible for them. The Hotel Matriz must always be informed of the inclusion of a child in the reservation so that accommodation can be adapted, if necessary.

For children between 2 and 12 years old, 50% of the amount will be charged for an extra bed, provided they are sharing a room with the responsible adults.

It is the Client’s sole responsibility to inform the Hotel Matriz of the number of people (adults and children) who will occupy the accommodation.

If more people are present than those stipulated in the reservation, the Customer’s entry may be refused without refund.


  1. Check in e Check Out

Hotel Matriz provides accommodation from 2 pm on the date of arrival.

Upon arrival (check-in), the Client will have to identify himself and provide his identification documents, namely citizen card or passport.

The Customer will have to leave the accommodation unoccupied with people and goods and without any damage by 12:00 on the departure date.

If the accommodation is not vacated by the time defined in these Terms and Conditions, and without any justification or prior consent from the Hotel Matriz, a compensation corresponding to the price of one night will be charged, with the Client only having the right to use the accommodation for that period if available.


  1. Services

The Hotel provides the following services to its Clients:


  1. Payment Terms

The payment of the value of accommodation during the stay and other services must be paid at the time of confirming the reservation.

This amount, as well as the cancellation amount, will be mentioned at the time of booking, and may vary according to the promotional rate or the type of accommodation chosen by the Customer.

Hotel Matriz accepts the following payments:


  1. Cancellation Policy

The cancellation policy is common to all reservations made on the site, applying to all reservations with a mandatory deposit.


  1. Complaints regarding material defects

The Customer must inspect the room upon arrival and immediately report any defects found to the hotel reception.

Any defects that may arise during the stay must be reported to the hotel reception as soon as the Customer becomes aware of them.

Upon verifying that there is indeed a defect in the Customer’s room, Hotel Matriz has the right to choose between repairing it and relocating the Customer in a room that has at least the same category contracted with the Customer.

For the purposes, only serious defects likely to jeopardize the level of service and quality will be considered, and the Hotel Matriz is not obliged to take any measures in the case of complaints that are irrelevant, unreasonable or that relate to details that do not conflict with the minimum level of contracted service.

If the Hotel Matriz does not have the means to repair the relevant defect or to replace the Customer’s room with another of an equivalent or superior category, the Customer may only terminate the contract and receive the price paid for the room, and may demand nothing more from the Hotel Matriz, whatever the title.


  1. Responsibility of the Main Hotel

The Hotel Matriz is responsible for ensuring adequate conditions of hygiene, cleanliness, and safety of the accommodation.

Hotel Matriz is not responsible for personal belongings that may disappear inside the hotel.


  1. Rights and Duties of the Client(s)

Customer Rights


Customer Duties


  1. Rules


  1. Property damage and loss

The Customer is obliged to indemnify Hotel Matriz for any damage caused to the accommodation and/or the respective facilities/support areas, as well as damages arising from the violation of the duties set forth in these Terms and Conditions, including lawyers’ fees and court costs.


  1. Complaints and Compliments

Hotel Matriz provides a complaints book and a compliments book.


Legal Provisions

Unless stated otherwise, the software necessary for our services, available or used by our website and the intellectual property rights (including copyright) of the content, information and material on our website are the property of Manteiga – Alojamento Turístico Lda., its suppliers or providers. To the extent permitted by law, these terms and conditions and the performance of our services shall be governed and construed in accordance with Portuguese law and any dispute arising from these general terms and conditions and our services will be submitted to the competent courts of Ponta Delgada, Portugal.