Frequently Asked Questions

Are all taxes included in the room rate?

A: VAT is included in the room rate. The city tax is not included and must be paid upon check-in. City tax is 2€ per person, per night, up to a maximum of 14€ per person and per stay for guests above 13 years old.

 

Do you offer rooms for guests with reduced mobility?

A: One room for guests with reduced mobility is available upon request and subject to availability. Our room for guests with reduced mobility is located on the 2nd floor with easy access from the elevator. The room type is a Suite Deluxe with approximately 39sqm and plenty of space with all the conditions needed.

 

Is there parking available at the hotel?

A: The hotel does not have its own parking. However, there is parking just beneath the hotel facing our main entrance. Our guests benefit from special prices if requested at check-in. The payment of the parking can be charged to the room.

Special prices:

35€ | 24 hours
20€ | from 7pm until 10am

  

Is the reception opened 24 hours?

A: The reception is open 24 hours a day in order to assist our guests any time they need.

  

Can I bring a pet to the hotel?

A: Pets are not accepted in the hotel. However, visually impaired guests who require to be accompanied by guide dogs will be warmly welcomed. Please ask about our policy to see if this case applies.

 

Does the hotel have Wi-Fi?

A: The Broad-band Wi-Fi is available in all hotel premises and is complimentary.  The password is given on check-in or if asked at reception.

 

Does the hotel have shuttles or transfers?

A: Transfers are available to and from any place in the Country, subject to quotation. Pick-up and drop-off services to the airport are also available, half and full day tours around Lisbon and other cities as well. The payment can be charged to the room. 

Pick up service from the Airport:

Taxi Transfer: 35€
Private Chauffeur Transfer in a Mercedes E Class: 45€

Transfer to the Airport:

Taxi Transfer: 17,50€
Private Chauffeur Transfer in a Mercedes E Class: 32€

Airport pick-up and transfer package:

Taxi Transfer: 50€
Private Chauffeur Transfer in a Mercedes E Class: 65€

For 4 or more people, please advise us as different prices may apply.

  

Why is the pick-up transfer more expensive than the drop off?

A: During drop off, our driver arrives at the hotel, at the requested time, and drives our guest to the airport, but on pick-up, the driver will be at the airport at the estimated time of arrival of the flight, park the car and will wait at the arrivals gate holding a card with the guest’s name and flight number. The price difference refers to the driver’s waiting time as well as parking at the airport while waiting for our guest, even if the flight is delayed – waiting time is on our expenses.

 

Why should I book the airport transfer with you?

A: At AlmaLusa we work very hard to prepare our guests’ stay and make it simple and comfortable. By booking the airport transfers with us, we can assure that our guests will be met at their requested time with a private driver, waiting to take guests from the airport to the hotel and vice versa, being assured everything will run smoothly. We have very fair prices and guests can settle them either at check-in or before they leave the hotel.

 

What should I do if I forget anything inside the room?

A: After checking-out, the housekeeping team will inspect and clean the room. If any personal belongings are found, they will be stored in the “Lost & Found” area. Our guests should contact the hotel in order to arrange all the delivery details and shipping costs accordingly.

 

Is Room-Service available?

A: Delfina Restaurant provides room service from 7:30am until 10:30pm. In the room, guests can find the menu with all the options available. For any questions or to make an order, just dial 5 on the room landline.

Room service has a charge of 6€/Per Service.

 

What forms of payment are accepted?

A: Our goal is to make every detail simple and efficient to all our guests. We accept various methods of payment known, including cash, bank transfer, credit and debit cards (MasterCard, Visa, Amex, Diners Club, JCB International).

  

Does the hotel have an ATM on site?

A: We do not have an ATM on site. However, our guests can find an ATM on the right side of the square where the hotel is located, no more than 10 meters away, at the Post Office.

  

How does the mobile phone provided in the room work?

A: The hotel provides a complimentary smart phone to guests during their stay. This device includes 30 minutes of local or international calls, so guests can be in contact with their family and friends.  It also includes a reasonable daily limit of internet to use outside the hotel –a popup notification will show up when the limit is about to be reached. The AlmaLusa “App” is available on the phone, to help the guest communicate with reception, call a taxi, book a restaurant, among other possibilities. The App also has recommendations for places, itineraries and our suggestions for your stay in Lisbon, including opening hours of monuments, GPS directions and prices, which can change without notice, to improve our guests’ experience in Lisbon.

This Mobile phone only works during guests’ stay and it will not accept another pin card from any provider. It will be blocked if stolen. A fee of 50€ will be charged if lost.

  

Can I check-out after 12 noon?

A: AlmaLusa Baixa/Chiado is a small property and normally running on very high occupancy rates. Check-in starts at 3pm and check-out is until 12 noon, allowing our housekeeping team to properly prepare all rooms. Late check-out can be provided depending on the hotel’s availability for a maximum of 2 hours free of charge. If you require a late check-out of more than two hours, up to 4pm, a cost of half the rate of the room for the day in question will apply. If you request to check-out after 4pm, since the housekeeping department won’t be able to clean the room on that day, a cost of a full daily rate will apply.

 

Can I check-in before 3pm?

A: AlmaLusa Baixa/Chiado is a small property and normally running on very high occupancy rates. Check-in starts at 3pm and check-out is until 12 noon, allowing our housekeeping team to properly prepare all rooms. Nevertheless, if the room is ready before the scheduled time, the Front-Desk will inform you and you can check-in as soon you arrive. In the case you require an early check-in, we will need to block the room in order to be ready by the time you arrive and a full daily rate will apply - if available.

 

Why do I have to pay at check in?

A: Our goal is to make your stay as simple and memorable as possible. In order to make the whole payment process simpler and enable them to have a faster check-out, guests are asked to make the payment upon check-in.

 

Why isn’t there a mini bar in the room?

A: AlmaLusa Hotels has decided to equip Rooms & Suites with the necessary amenities to your comfort, such as twice a day housekeeping, water and coffee station, free Wi-Fi and a free use of our smartphone. If you have any other request, please ask our Front-Desk team and you will be served in your room or at the Delfina restaurant.

 

Why do I have to leave my key at reception?

A: At AlmaLusa, our utmost concern is the happiness and safety of our guests. We kindly ask you to leave the room key at the reception as a matter of comfort and security, but also so that we stay in touch with you during your stay. All our keys have the room number and the name of the hotel - therefore, we ask all our guests to leave their room key at the Front-Desk.

  

What is Delfina’s breakfast variety and quality?

A:  Delfina restaurant and AlmaLusa Hotels want to provide our guests the best possible stay in Lisbon and the breakfast choice and quality reflects a wise variety of house made items with a solid Portuguese quality. The breakfast buffet selection reflects the tradition of most of our guests’ provenance and special orders can be provided upon request.

 

What are the breakfast times?

A: Breakfast starts at 7.30am and goes until 10.30am, both in Delfina restaurant or served in the room. A Room Service charge of 6€ per service will apply.

 

Can I have breakfast before 7.30am?

A: Breakfast starts at 07:30. However, if guests have an early flight or a special event and cannot enjoy breakfast at the regular time, the hotel can provide a light breakfast, upon request.

 

Can I cancel a non-refundable reservation?

A: Non-refundable reservations can be cancelled at any time. However, bear in mind that a refund of the amount charged won’t be possible. The hotel provides our guests with two types of rates. One is a refundable rate, with the possibility to cancel without penalty up to 48 hours prior to arrival. The other one is a non-refundable rate, which is charged as a means to confirm the reservation. This non-refundable rate is our best rate and cannot be modified or reimbursed.

 

Can I change my non-refundable reservation?

A: Unfortunately, it is not possible to change a non-refundable reservation.

 

Can I have an extra bed in my room?

A: Being a small hotel in a historic building, our room types vary in size and, therefore, AlmaLusa can only confirm extra beds in the Suites. We also have our Triple Room category, which can accommodate up to three people very comfortably.

  

Can I smoke in my room?

A: AlmaLusa Baixa/Chiado is a non-smoking property, according to the European Laws. Smoking in the rooms or any other part of the hotel is expressly prohibited. A penalty will be applied to cover cleaning costs.

 

My room is noisy and I can’t sleep. Can you assign me a different room?

A: We are located in the city center and, therefore, some disturbances may occur. Our windows are soundproof, but as the rooms facing the interior patio are near one of the busiest streets in Lisbon, you may feel some vibrations from the trams. We will put our best efforts into allocating you in another room, though it will depend on our availability. If possible, we can also suggest you an upgrade to one of the rooms facing the square, which are quieter.

 

The air conditioning makes some noise. What can I do?

A: Our air conditioning is silent but, sometimes, some noise of water may occur, due to condensation in the pipes. The noise can be reduced by reducing the speed of the fan in the control panel in your room.

 

The room is too hot/cold. What can I do?

A:  The hotel adjusts the air conditioning temperature settings according to the season. This means that during the cold seasons only hot air will flow and in the hot season only cold air will flow. If by any chance the temperature is too cold in summer or too hot in winter in the room, kindly switch to ventilation mode in the control panel in your room.

  

Can I leave my luggage for a couple of days?

A:  We will gladly keep our guests’ luggage for the day, when checking in or out. Due to limited space and security reasons, we can’t be held responsible for the guests’ belongings after they leave the hotel. However, if you are coming back to the city, your luggage can be stored for 20€ per day.

 

It is 1pm and my room was not cleaned. What time does the housekeeping normally do it?

A:  As a small property with the majority of our guests traveling in leisure, the housekeeping can only start the daily cleaning around 11am. If you have a special reason to have the room done at a certain hour, please inform the Reception or our Housekeeper and we will make our best to meet your request. The hotel will have all rooms cleaned until 4p.m. Rooms with children or special needs will be a priority.

 

Can I order take away service to my room?

A: AlmaLusa provides Room Service to all our rooms from Delfina Restaurant and, therefore, no exterior services are allowed in the hotel premises. If the guest wishes to order any takeaway service, the delivery needs to be done in the exterior of the hotel, due to security measures. No unidentified people will be allowed in the facilities. The hotel can’t be held responsible for any problems related to this service, as it isn’t contracted or controlled.


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