Terms and Conditions

1. Introduction and Scope

These Terms & Conditions govern reservations and stays in holiday accommodation advertised, managed or provided through Lucas Holiday Rentals ("LHR", "we", "us" or "our"), operated by ALUCAS APARTMENTS LDA, a company registered in Portugal under tax identification number 514142383.

By making a reservation directly through our website, by email, telephone or another authorised direct booking channel, the person making the reservation ("Lead Guest") agrees to these Terms & Conditions on behalf of themselves and the other guests included in the booking.

Lucas Holiday Rentals manages holiday apartments, villas and other accommodation in Madeira, Portugal. Certain properties are owned by third parties and managed by Lucas Holiday Rentals on their behalf.

The accommodation address, registration details, occupancy limit, included amenities, dates, rates and any property-specific conditions are identified in the relevant listing or booking confirmation.

Where a reservation is made through a third-party platform such as Airbnb, Booking.com or Vrbo, that platform's applicable booking and cancellation conditions also apply. Any inconsistency must be resolved in accordance with applicable law and the contractual arrangements for that reservation.

2. Reservations and Booking Confirmation

A reservation is considered confirmed only when:

• The accommodation is available for the selected dates;
• The required payment has been successfully received or authorised;
• The guest has received written confirmation from Lucas Holiday Rentals.

The Lead Guest must be at least 18 years old and must provide accurate contact, billing and booking information.

The Lead Guest is responsible for ensuring that the number of adults, children and infants included in the reservation is accurate and that the occupancy limit is respected.

We reserve the right to request identification and the information legally required to register guests staying in Portuguese accommodation.

Submission of a booking request does not constitute confirmation until accepted by Lucas Holiday Rentals.

3. Prices, Taxes and Additional Fees

Accommodation prices are displayed in euros (EUR), unless otherwise indicated.

The total booking price may include:

• Accommodation charges;
• Cleaning fees;
• Applicable municipal tourist taxes;
• Resort fees associated with property damage protection;
• Any additional services expressly selected by the guest.

All mandatory booking charges are disclosed before the reservation is confirmed, subject to any taxes or charges that must legally be collected separately.

3.1 Cleaning Fee

A cleaning fee may be charged per reservation and will be displayed in the booking details.

This covers the standard preparation and cleaning of the property between stays. It does not authorise guests to leave excessive rubbish, substantial dirt or damage.

3.2 Municipal Tourist Tax

Where a municipal tourist tax applies, it will be charged in accordance with the rules and rates established by the municipality in which the accommodation is located.

Any applicable exemptions will be respected upon presentation of the required information or documentation.

3.3 Mandatory Resort Fee and Damage Protection

A resort fee is included in every reservation made with Lucas Holiday Rentals.

The resort fee is associated with an insurance-backed property damage protection programme designed to provide financial protection against certain unexpected incidents that may occur during a guest's stay.

The applicable resort fee varies depending on the property and is included in the total booking price presented to the guest before confirmation.

The protection is intended to help cover eligible accidental damage in accordance with the terms, conditions, limits and exclusions of the applicable insurance policy.

The inclusion of this protection does not remove the guest's responsibility to treat the accommodation and its contents with appropriate care and respect.

In particular:

• Guests must use the property, furniture, appliances and equipment responsibly.
• Any damage or accident must be reported to Lucas Holiday Rentals as soon as reasonably possible.
• Deliberate damage, vandalism, theft, misuse or other excluded conduct is not automatically covered by the insurance.
• Guests may remain financially responsible for damage that falls outside the scope of the insurance, subject to applicable law.
• The existence of insurance protection does not authorise guests to damage property, disregard house rules or neglect their responsibilities.
• Insurance coverage is subject to the relevant policy's specific limits, exclusions and claims conditions.

Lucas Holiday Rentals reserves the right to investigate reported damage, document the circumstances and pursue reasonable compensation where legally justified.

The applicable insurance policy terms may be made available to guests upon request.

4. Payment Terms

For direct reservations, payment of 100% of the total booking amount is required at the time of booking, unless different terms are expressly stated in the confirmed offer.

Accepted payment methods may include:

• Visa;
• Mastercard;
• American Express;
• Bank transfer in euros, subject to prior agreement.

Reservations may be cancelled if payment is not received by the specified deadline.

For bank transfers, a reservation may remain unconfirmed until the funds have been received and verified.

Any bank fees or currency conversion charges imposed by the guest's financial institution are the guest's responsibility.

5. Cancellation and Refund Policy

Unless a different cancellation policy is expressly stated and accepted during the booking process, the following policy applies to direct reservations:

Cancellation more than 14 days before arrival: The guest is entitled to a full refund of the accommodation reservation amount paid, including any refundable associated charges.

Cancellation 14 days or fewer before arrival: The reservation is non-refundable, and a cancellation charge of up to 100% of the applicable booking price may apply, as disclosed at the time of booking.

No-show: Failure to arrive without prior cancellation will generally be treated as a no-show, subject to the applicable cancellation conditions.

Early departure: Guests who voluntarily leave before the scheduled departure date are not automatically entitled to a refund for unused nights.

Cancellation requests must be submitted in writing to info@lucasholidayrentals.com or through the same booking channel used to make the reservation.

Any approved refund will be processed through the original payment method where reasonably possible.

If the reservation was made through a third-party booking platform, the cancellation policy applicable to that specific reservation will govern.

Nothing in these terms affects any mandatory rights the guest may have under applicable consumer law.

6. Changes and Extensions to Reservations

Requests to change arrival dates, departure dates, the number of guests or the booked property are subject to availability and written approval.

Additional charges may apply where the change affects the booking price, occupancy or services provided.

Extensions of stay must be confirmed and paid for before the original departure time.

Guests must not remain in the accommodation beyond the agreed departure date or time without express authorisation.

7. Check-In and Check-Out

Unless a different schedule is specified in the relevant property listing or booking confirmation:

• Standard check-in: From 16:00.
• Standard check-out: Until 11:00.

Guests must provide their expected arrival time and, where requested, flight details sufficiently in advance to enable check-in coordination.

Depending on the property, check-in may be completed in person or through a self-check-in procedure.

Access codes, keys and arrival instructions will be supplied once the necessary registration and booking requirements have been completed.

7.1 Early Check-In and Late Check-Out

Early check-in and late check-out are subject to availability and must be approved in advance.

The published supplementary rates for direct bookings are:

These services are not guaranteed and depend on the operational schedule, including housekeeping and subsequent reservations.

Any exceptional arrangement confirmed in writing by our team will take precedence over these standard rates.

7.2 Late Check-In and Out-of-Hours Arrivals

Our regular guest service hours are from 10:00 to 22:00.

Guests arriving after 22:00 may choose between the following check-in arrangements, subject to availability and the requirements of their accommodation:

Option 1 – In-Person Late Check-In

Guests who require a member of our team to meet them personally after 22:00 may request an out-of-hours check-in service.

An additional fee of €35 applies to this service.

This charge covers the additional staffing and logistical arrangements required for assistance outside our regular operating hours.

The service must be arranged in advance and is subject to staff availability.

Option 2 – Self Check-In via KeyNest

As an alternative, guests arriving after 22:00 may use our self-check-in solution to collect their accommodation keys without requiring an in-person meeting with our team.

The KeyNest key collection point is located at our office: Lucas Holiday Rentals, Largo do Corpo Santo 27, 9060-074 Funchal, Madeira, Portugal.

Guests selecting this option will receive the necessary collection instructions, access information and directions before their arrival.

After collecting the keys, guests may proceed independently to their booked accommodation using the instructions provided.

This option allows guests to complete their arrival without paying the €35 in-person late check-in fee.

The availability of this service depends on the property, the successful completion of any required guest registration and the timely provision of the necessary arrival information.

Guests must follow the KeyNest collection instructions carefully and contact our team if they encounter difficulties.

7.3 Unauthorised Late Departure

Guests must vacate the accommodation by the confirmed check-out time.

An unauthorised late departure may result in reasonable additional charges for resulting cleaning delays, staffing costs, lost reservations or other demonstrable losses, in accordance with applicable law and any charges disclosed in advance.

8. Guest Registration and Identification

All guests must provide the information required under applicable Portuguese guest registration and accommodation legislation.

This may include full name, nationality, date of birth, identification document details and other information required by the relevant authorities.

Guests may be asked to complete a secure online registration form before arrival.

The information provided must be complete and accurate.

Failure to provide legally required information may prevent completion of check-in until the registration requirements have been satisfied.

Personal information will be handled in accordance with our Privacy Policy and applicable data protection legislation.

9. Occupancy and Visitors

The maximum occupancy of each property is specified in the listing and booking confirmation.

Only the guests included in the reservation are authorised to stay overnight.

Additional guests or visitors require prior approval, particularly where their presence affects the property's maximum capacity, building rules or insurance conditions.

Unauthorised occupancy may result in additional charges, a requirement for unauthorised persons to leave, or termination of the stay where justified and legally permitted.

Accommodation must not be sublet or used for unauthorised commercial activities.

10. House Rules and Guest Responsibilities

Guests agree to treat the accommodation, furnishings, equipment and shared areas with reasonable care and respect.

Guests must:

• Respect neighbours and avoid excessive noise;
• Observe the building's rules and applicable local quiet hours;
• Keep the property in a reasonable condition;
• Dispose of rubbish in designated areas;
• Use appliances and equipment according to the instructions provided;
• Keep doors, windows and access points secure;
• Notify Lucas Holiday Rentals promptly of damage, faults, accidents or safety concerns;
• Avoid activities that place the property, other guests or neighbours at risk.

Parties, events and gatherings that exceed the authorised occupancy or disturb neighbouring residents are prohibited unless expressly approved.

Serious or repeated violations of house rules may result in termination of the stay, subject to applicable law.

11. Smoking Policy

Smoking is prohibited inside all properties and in any common areas where smoking is not permitted.

Smoking in exterior areas may be allowed only where expressly authorised by the property's specific rules.

Where smoking occurs in a prohibited area, a charge of up to €250 may apply to cover necessary specialist cleaning, deodorising and restoration, provided the charge is justified and legally enforceable.

Additional damage may be charged separately where supported by evidence.

12. Property Damage, Insurance Protection and Guest Liability

Lucas Holiday Rentals is committed to maintaining its properties to a high standard and providing safe, comfortable accommodation for all guests.

For this reason, every reservation includes a resort fee associated with an insurance-backed property damage protection programme.

This programme provides an additional layer of protection against certain eligible incidents but does not replace the guest's duty to use the accommodation responsibly.

12.1 Guest Responsibilities

Guests are expected to exercise reasonable care throughout their stay and to ensure that all members of their travelling party do the same.

Guests must not intentionally damage, remove, misuse or interfere with any part of the property or its equipment.

Any accidental damage must be reported promptly to our team, even where the guest believes the incident may be covered by insurance.

Prompt reporting allows us to assess the situation, minimise further damage and arrange any necessary repairs.

12.2 Scope of Insurance Protection

The insurance associated with the resort fee may provide cover for certain accidental damage events, subject to the applicable policy.

Coverage is not unlimited and may exclude particular circumstances, types of damage or conduct.

The insurance does not constitute a general waiver of liability.

Guests remain responsible, to the extent permitted by applicable law, for losses attributable to intentional acts, wilful misconduct, theft, misuse or other circumstances not covered by the applicable policy.

Where a loss is not covered by insurance, Lucas Holiday Rentals may seek recovery of reasonable, demonstrable losses from the responsible party in accordance with applicable law.

12.3 Reporting and Assessment of Damage

Any reported or identified damage may be documented through photographs, inspection reports or other relevant evidence.

Where appropriate, a claim may be submitted to the insurance provider under the terms of the applicable policy.

If additional information is required to assess an incident, guests are expected to cooperate reasonably with Lucas Holiday Rentals.

Any separate request for reimbursement will be explained and supported by relevant documentation.

12.4 Respect for Property and Equipment

The purpose of the resort fee and insurance protection is to provide reassurance against certain unforeseen incidents, not to encourage careless behaviour.

Guests are expected to return the property in a reasonable condition, allowing for normal use during their stay.

Any deliberate abuse of the accommodation, its facilities or its equipment may result in additional liability and other lawful action where justified.

13. Keys, Remotes and Access Devices

Guests are responsible for the safekeeping of keys, access cards, garage remotes and parking permits supplied during their stay.

All items must be returned in accordance with the check-out instructions.

The currently published replacement charges include:

• Lost or unreturned property keys: €100 plus applicable VAT;
• Lost or unreturned garage remote: €150 plus applicable VAT;
• Replacement of locks: actual reasonable costs, subject to a published minimum of €100 plus applicable VAT where necessary;
• Lost or unreturned parking permit: €150.

Charges must correspond to applicable contractual terms and be consistent with Portuguese consumer law.

Access codes must not be disclosed to unauthorised persons.

14. Cleaning and Waste Disposal

Properties are professionally cleaned before each guest's arrival.

Guests are expected to leave the property in a reasonable condition, taking account of normal use during their stay.

Rubbish must be placed in the designated disposal areas, according to property-specific instructions.

Additional cleaning charges may be applied where the condition of the property materially exceeds what is covered by standard turnover cleaning.

Any such charges must be reasonable and supported by the work required.

15. Pets

Pets are permitted only in specifically designated pet-friendly properties and subject to prior approval.

Additional pet fees or conditions may apply and will be communicated before booking confirmation.

Guests are responsible for damage and excessive cleaning attributable to their pets.

Applicable legal protections concerning assistance animals will be respected.

16. Parking

Parking availability and conditions vary by property.

Where parking is included, this will be stated in the relevant listing or booking confirmation.

Some properties provide private parking, while others rely on public or on-street parking.

Guests must respect parking rules, designated spaces, access restrictions and any relevant instructions.

Lucas Holiday Rentals cannot guarantee the availability of unrestricted public parking.

17. Wi-Fi, Equipment and Amenities

Properties offer the amenities specified in their individual listings, which may include Wi-Fi, kitchen equipment, laundry facilities, air conditioning, pools, parking or other facilities.

Availability and specifications may vary from property to property.

Guests must use all equipment responsibly and follow any safety or operating instructions.

In the event of a malfunction, guests should report the issue promptly so that our team can arrange appropriate assistance.

Temporary interruptions caused by external utility providers, network outages or circumstances outside our reasonable control will be assessed individually, without excluding any remedies available under applicable law.

18. Swimming Pools, Outdoor Areas and Safety

Where a property includes a swimming pool, hot tub, barbecue, terrace, balcony or other special facility, guests must follow all property-specific safety instructions.

Children must be appropriately supervised by a responsible adult.

Guests must not tamper with pool heating, filtration or other technical equipment.

Swimming pool temperatures may vary due to environmental conditions, equipment specifications and normal operating limitations.

Where pool heating is offered, any specific temperature commitments, additional charges and operating instructions must be expressly stated in the applicable property information or booking confirmation.

19. Maintenance, Emergencies and Access to the Property

Guests must promptly report maintenance problems, safety concerns and urgent incidents.

Lucas Holiday Rentals may need access to the accommodation to carry out necessary repairs, inspections or emergency interventions.

Except in emergencies or where immediate action is reasonably necessary, access will be arranged with appropriate advance notice and respect for guest privacy.

Emergency contact details and any relevant property instructions will be provided to guests.

For non-emergency requests requiring an unnecessary staff visit outside normal service hours, additional charges may apply only where previously disclosed and reasonably justified.

20. Complaints and Problem Resolution

We are committed to providing well-maintained accommodation and responsive guest service.

Guests should notify us promptly if any aspect of the property or their stay does not meet the agreed conditions.

This enables our team to investigate and, where appropriate, arrange repairs, cleaning, alternative assistance or other proportionate solutions.

Complaints or requests for assistance may be sent to info@lucasholidayrentals.com.

Official Complaints Book – Livro de Reclamações

In accordance with applicable Portuguese consumer protection legislation, guests may submit a formal complaint through the official Portuguese Electronic Complaints Book.

Official complaints submission link: https://www.livroreclamacoes.pt/Pedido/Reclamacao

The link to the Electronic Complaints Book is also available in the footer of our official website.

Guests may use this official platform to submit complaints directly through the legally established procedure.

The availability of our internal customer support does not restrict a guest's right to use the Electronic Complaints Book or other legally available complaint and dispute resolution procedures.

21. Changes to Accommodation and Exceptional Circumstances

In rare circumstances, accommodation may become unavailable due to serious maintenance issues, safety concerns, legal restrictions or other events outside our reasonable control.

If we cannot provide the confirmed accommodation, we will inform the guest as soon as reasonably possible.

Where appropriate, we may offer suitable alternative accommodation, subject to the guest's agreement.

If the agreed accommodation cannot be provided and no acceptable alternative is available, refunds and other remedies will be determined in accordance with applicable law.

Lucas Holiday Rentals will not be responsible for events beyond its reasonable control to the extent permitted by law, but this does not exclude obligations that cannot legally be limited.

22. Personal Belongings and Travel Insurance

Guests are responsible for taking reasonable care of their personal belongings.

We recommend that guests obtain appropriate travel insurance covering cancellation, medical expenses, personal possessions and unexpected travel disruptions.

Lucas Holiday Rentals is not responsible for loss or damage caused exclusively by events outside its control or by the guest's own actions.

Nothing in these Terms excludes or limits liability where such exclusion is prohibited by law.

23. Guest Communication and Artificial Intelligence

Lucas Holiday Rentals may use automated systems and artificial intelligence to assist with reservation enquiries, guest communications and operational support.

Where a guest interacts directly with an AI assistant, the assistant will be clearly identified as such at the beginning of the first interaction, in accordance with applicable transparency requirements.

Once this information has been clearly provided within the conversation, the disclosure does not need to be repeated in every subsequent message, unless the guest requests clarification or a further disclosure is necessary.

Guests may request assistance from a member of our human team at any time.

Where a guest requests human assistance, the conversation will be escalated to an appropriate team member.

Personal data processed through our communication systems is subject to our Privacy Policy and applicable data protection rules.

24. Privacy and Personal Data

Lucas Holiday Rentals processes guest information for purposes including reservation administration, payment processing, guest communication, legal reporting, fraud prevention and service delivery.

Where required by law, guest identification information may be communicated to competent authorities.

Personal data may also be processed by service providers necessary to manage reservations and provide accommodation services.

For further information about personal data processing, security and guest rights, please consult our Privacy Policy:

Privacy Policy

25. Applicable Law and Consumer Rights

These Terms & Conditions are governed by Portuguese law, without prejudice to mandatory consumer protection rules applicable to the guest.

Any dispute arising from a booking or stay will be handled by the competent authorities or courts in accordance with applicable jurisdiction rules.

No provision of this agreement excludes rights or remedies that cannot legally be waived or restricted.

26. Amendments to These Terms

Lucas Holiday Rentals may update these Terms & Conditions from time to time to reflect operational, commercial or legal changes.

The version applicable to a confirmed reservation will generally be the version accepted when that reservation was made, unless a subsequent change is expressly agreed or required by law.

The latest version will be made available on our website.

27. Company Identification and Contact Information

Legal Company Name: ALUCAS APARTMENTS LDA

Trading Name: Lucas Holiday Rentals

Portuguese Tax Identification Number (NIPC/NIF): 514142383

Office Address: Largo do Corpo Santo 27, 9060-074 Funchal, Madeira, Portugal

Email: info@lucasholidayrentals.com

Telephone: +351 960 482 066

Alternative Telephone: +351 967 283 906

Website: https://www.lucasholidayrentals.com

Regular Guest Service Hours: 10:00–22:00, Monday to Sunday

After-Hours Key Collection: The KeyNest self-check-in solution is available at the office address above, subject to prior arrangement and the instructions provided to the guest.

Official Electronic Complaints Book: https://www.livroreclamacoes.pt/Pedido/Reclamacao

28. Acceptance of Terms

By completing a direct reservation and accepting these Terms & Conditions, the Lead Guest acknowledges having had the opportunity to read the applicable booking conditions, property rules, cancellation policy, prices and additional charges before confirming the booking.

The Lead Guest agrees to communicate the relevant property rules to all members of their travelling party.

These Terms & Conditions form part of the accommodation agreement together with the booking confirmation, applicable property-specific conditions and any additional policies expressly incorporated into the reservation.