Terms and Conditions

(last updated on 1st October 2019)

Scope of application

The terms and conditions contained in this document shall apply to the relationship between the visitor (hereinafter referred to as the ‘Client’) and the MOOV hotel from the moment the booking is requested until the moment the period of accommodation at the hotel ends.

Where these Terms and Conditions do not apply, the Portuguese legislation in force shall apply.

II. Conclusion of the Contract

1. When requesting a room, the Client makes an offer of accommodation to MOOV. If rooms are available, MOOV will provide the Client with a booking code.

2. The Client is informed that room reservations at MOOV hotels made through third parties (tour operators or internet room reservation portals) result in a different reservation code being issued than the one issued directly by MOOV, which is nevertheless equally valid.

3. Requests for room reservations made directly to MOOV or through third parties are not binding and do not oblige MOOV to enter into a contract with the Client. MOOV will always have the right to refuse to enter into a contract and make rooms available at its sole discretion.

4. MOOV only guarantees the Client the availability of a room in the category booked and not the availability of a specific hotel room.

III. Types of bookings and their cancellation

1. At MOOV hotels the Client can make two types of reservations, ‘simple’ reservations and ‘guaranteed’ reservations.

2. Simple booking is the booking of a room in a MOOV hotel without any prior payment being made by the Client or any means of payment being provided.

3. Guaranteed reservation consists of the reservation of a room in a MOOV hotel accompanied by the provision by the Client of valid and complete credit card details, or the reservation accompanied by the sending of proof of bank transfer of the full price of the accommodation reserved.

4. The single booking can be freely cancelled by the Customer, free of charge, up until 4pm on the day of the booking.

5. The Simple Booking will automatically expire if the Client does not turn up at the hotel by 4pm on the day of the booking, in which case MOOV may immediately make the booked room available to any other Client without the Client who made the booking being able to claim any compensation whatsoever from MOOV.

6. The Guaranteed Booking may be freely cancelled by the Customer up to 4pm on the day of the booking, without any costs being charged, without prejudice to the specific conditions for trade fair periods and special events set out in section XVIII.

7. If the Guaranteed Booking is cancelled under the terms of the previous paragraph and the Client has already paid the price – under the terms of the final part of paragraph 3 of this clause – MOOV will refund the amounts paid.

8. If the request for cancellation of the Guaranteed Reservation is made after 4 p.m., the Client will be charged the price due for the room on that day, and the reservation will be cancelled on the day immediately following, the same applying if the Client does not show up on the day of the Reservation without having cancelled the reservation in good time.

IV. Arrival and Departure

1. MOOV will provide the Client with a room in the reserved category from the date of arrival or, if the Client has not made a reservation and contracts the accommodation at the hotel reception, depending on the desired category and according to the hotel’s availability, in principle from 2pm and at the latest from 5pm on the day of entry to the hotel.

2. On arrival at the hotel, the Customer must immediately pay the price due for the room, number of nights’ stay and additional services.

3. Upon full payment of the price, MOOV will provide the Client with a room access code that will remain valid for the duration of the contracted stay.

4. On the date of departure, the Client must leave the room free of people and property and without any damage by 12 a.m.

5. If the room is not vacated by 12 a.m. on the day of departure, you will immediately be charged compensation corresponding to the price of a one-night stay at the hotel, and you will only be entitled to use the room during this period if the hotel has rooms available, otherwise you will have to pay the compensation and vacate the room as soon as possible.

V. Animals

1. It is strictly forbidden to keep animals in MOOV hotels Portugal.

2. The introduction of animals into the hotel by the Client will allow MOOV to immediately terminate the contract with the Client and oblige the Client to leave the hotel without being refunded the amounts paid in the meantime for the availability of the room during the contracted period of stay.

VI. Terms of use

1. Only the people named on the accommodation booking will be entitled to use the hotel room.

2. Customers should treat the hotel room with care and consideration.

3. The Customer must treat other hotel guests with consideration and respect the hotel rules posted in the hotel, if applicable, which also form part of the accommodation contract.

4. The Customer is not permitted to cook the food brought in, either in the hotel room or in any other part of the hotel premises.

5. Children under the age of 14 must be supervised by an adult Client at all times during their stay at the hotel.

6. The Customer is strongly recommended not to keep or leave without any money, jewellery, valuables or other valuable items left in the hotel room or in vehicles parked at MOOV.

7. MOOV provides Clients with a central hotel safe in which valuables can be stored, provided they are duly identified in a document for this purpose.

8. MOOV assumes no responsibility in the event of theft, loss or deterioration of valuables such as money, jewellery or other objects of considerable value if such events take place in the hotel room or inside vehicles parked in the car park.

VII. Access to the hotel room by MOOV

MOOV and its staff shall have the right to enter the hotel room during the Client’s stay in order to carry out cleaning, repairs and similar work.

VIII. Accommodation and other prices

1. The price of the stay to be paid by the Customer constitutes the consideration for making available the use of the hotel room for the period between arrival and departure.

2. The total price of the stay will be charged per night, regardless of whether the Customer has actually made use of the room or spent the night there.

3. The applicable rates are the agreed prices or the price indicated in the MOOV price list in force on the date of conclusion of the contract. MOOV shall have the right to increase or reduce the prices if a period of more than four months elapses between the date of booking by the Client and the date of arrival or if any taxes, visitor contributions or other charges are changed or introduced.

4. The fees and amounts indicated in the terms and the accommodation contract are all plus VAT, unless expressly stated otherwise.

IX. Payment terms

1. The cost of the stay and the price of additional services must be paid in advance when the Client arrives at the hotel, regardless of the date of invoicing.

2. If the length of the Customer’s stay is not specified, the price of the stay and prices for additional services for each night must be paid in advance by 12 a.m.

3. In the case of stays without a specified departure date, failure to pay the price of the stay and additional services in accordance with the terms of the previous paragraph shall result in immediate cancellation of the contract and shall oblige the Client to immediately vacate the room and hand it over to MOOV free of people and goods and in good condition.

4. Charges for additional services within the meaning of paragraph 1 are, for example, car park charges, breakfast prices, and other charges not expressly mentioned in the accommodation contract, which form part of the value of the stay.

5. MOOV accepts payment in euros, transfers, CE Maestro, Visa Electron and credit cards: Visa and MasterCard. Other payment methods will only be permitted in exceptional cases, with MOOV’s timely consent.

X. Complaints regarding material defects

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

2. Any defects arising during the stay must be reported to the hotel reception as soon as the Client becomes aware of them.

3. If it is found that there is a defect in the Client’s room, MOOV has the right to choose between having it repaired and rehousing the Client in a room of at least the same category as that contracted with the Client.

4. For the purposes mentioned above, only serious defects likely to jeopardise MOOV’s level of service and quality will be considered, and MOOV will not be obliged to take any action in the event of complaints that are irrelevant, unreasonable or relate to details that do not conflict with the minimum level of service contracted.

5. If MOOV does not have the means to repair the relevant defect or to replace the Client’s room with another of equivalent or higher category, the Client may only terminate the contract and receive the price paid for the room, and may not claim anything further from MOOV.

XI. Responsibility on the part of MOOV

1. MOOV shall only be liable for damages or losses of the Client when such facts result from MOOV’s fault.

2. MOOV assumes no liability for loss of data provided by the Client in the event of electronic transmission of payment data and is only liable to the Client in the event of culpable behaviour.

3. MOOV assumes no responsibility for damage or accidents occurring inside the room or any part of the hotel unless such accidents are due to the fault of MOOV.

4. MOOV shall not be held liable to the Client in the event of a delay in making the room available, provided there is a valid reason for not making the room available in time.

5. For the purposes of the previous paragraph, valid reasons will be considered to be those which make it impossible or more difficult to make the room available, such as strikes, blockades, natural disasters, accidents in the room itself or in the hotel.
6. In the event of a delay in making the room available beyond 7 p.m. on the day of booking, the Client may freely terminate the contract without being entitled to claim any compensation from MOOV whatsoever.

7. MOOV assumes no responsibility for acts carried out by any employee of the hotel, unless they are in their normal working hours, duly identified and in uniform as an employee of the company.

8. MOOV does not assume any liability nor can it in any case be held liable for non-compliance with ancillary obligations.

9. MOOV cannot in any case be held responsible for the act or omission of any other Client, even if this is likely to cause damage or harm to another Client of the hotel. Any and all damage caused to third parties by hotel Customers shall be the sole responsibility of the latter and completely outside the control of MOOV.

10. MOOV shall not be liable to the Client for any loss of profits or indirect losses even if they result from failure to fulfil a principal obligation.

XII. Duty to notify

In the event of theft or damage to property or, in the event of fire, water damage or other damage to the hotel room, the Client must immediately inform the hotel staff and do everything possible to help resolve the theft or repair the damage.

XIV. End of accommodation contract

1. MOOV has the right to terminate the accommodation contract if the Client fails to pay the price in full and on time when it is due or fails to provide the required guarantee.

2. The Customer may give notice of cancellation of the accommodation contract during their stay at any time up to 7 p.m., to take effect from 12 p.m. the following day.
3. Any contracting party may summarily terminate the accommodation contract for just cause.

4. MOOV shall have the right to immediately terminate the accommodation contract for just cause if the Client engages in any behaviour that affects the good coexistence, quiet or hygiene of the hotel, namely if during his/her stay at the hotel, the Client is under the influence of drugs or alcohol, uses the hotel room for prostitution, acts offensively towards hotel staff or other hotel guests, disturbs the peace of other hotel guests, or has in the past made malicious false bookings and/or damaged or destroyed the hotel or its facilities.

XV. Data protection

1. The Client is informed that his/her personal data will be stored and processed by MOOV and made available to MOOV’s associated companies and selected service providers, in accordance with the Law, for the purposes of executing the contract, for services to the Client and for its own advertising campaigns.

2. The Client grants MOOV the right to use associated companies and selected service providers to carry out data processing and the right to transmit such personal data under this section to the companies that allow them to store and process it.

3. The Client has the right to object at any time to the use of personal data for advertising purposes and must inform MOOV in writing of this intention.

4. Unless otherwise provided by law, the Customer’s personal data must be deleted when the hosting contract ends and the legal retention periods have expired.

5. Full details of the data protection policy can be obtained from Hotel MOOV Porto Centro. Praça da Batalha, 32/34. 4101 Porto – Portugal.

XVI. General provisions

1. The Terms and Conditions govern the Customer’s stay at the hotel and the Customer’s use of the room.

2. No verbal agreement has been reached during the course of the accommodation contract, and any changes to the contract between the parties must necessarily be made in a written document signed by both parties, unless it is a unilateral declaration, in which case it must be made in a written document signed by the issuer.

3. MOOV shall be entitled to have third parties fulfil its obligations under and within the scope of the hosting contract.

4. The invalidity of one or more of the foregoing provisions shall not affect the validity of the remaining provisions. The invalid provision will be replaced by the valid provision, as close as possible to the commercial and legal intentions of the parties or if this is not possible under current Portuguese legislation.

XVII. Special conditions for group bookings

1. The term ‘group’ is understood to mean the reservation of at least 10 rooms by a group of people travelling or staying together. The ‘group’ shall be bound, in addition to its general obligations, to the specific fulfilment of the obligations set out in this clause.

2. The group must appoint a spokesperson to MOOV (‘leader’).

3. Before arriving at the hotel, the ‘Leader’ must give MOOV a complete list containing the detailed identification, residence and mobile phone contact details of each member of the group.

4. When making a booking the leader will receive a booking confirmation from MOOV, containing the details of the booking made together with the check-in details and details to secure the booking and any other payment terms.

5. Group bookings are always automatically guaranteed bookings, as defined in clause III3.

6. The group must pay the total amount of the charges for the stay by bank transfer to the MOOV bank account indicated on the booking confirmation or notified by MOOV to the leader on completion of the booking. The group will reimburse MOOV for any charges incurred due to external transfers in full no later than arrival at the hotel.

7. The group’s stay, including supplementary service charges, within the meaning of paragraphs 1 and 4 of clause IX must be paid in advance, with 50% of the payment due one month before and the remaining 50% due fifteen days before the group’s arrival at the hotel, in both cases regardless of the date of invoicing.

8. The group may cancel the Booking free of charge 15 days before the date of arrival at the hotel, in which case MOOV must refund the group all sums paid in the meantime.

9. If the cancellation is made at least 7 days in advance, the group will be charged the price of one night’s stay in each of the rooms booked. If the cancellation is made less than 7 days in advance, MOOV will charge the group the total amount of the stay booked.

10. MOOV will book hotel rooms of the agreed category or with the agreed facilities for the group on the date of arrival according to availability, generally from 2 p.m, but in any case no later than 5 p.m.

11. MOOV will have the right to demand a deposit from the leader of €500 per group upon the group’s arrival at the hotel, which it will keep as a security deposit.

12. The group should receive an invoice for the stay, which will be given to the leader.

XVIII. Special conditions applicable to trade fair dates and special events

1. MOOV shall inform the Client of the dates of trade fairs and special events at any time of the order and in any case no later than the date of booking or upon entry. The following information applies to the dates of trade fairs and special events notwithstanding, or in addition to, the foregoing provisions:

2. Guaranteed bookings will only be accepted for longer stays. Bookings for just one night will not be accepted.

3. The payment terms XVII. in the clause apply with the necessary changes.

4. Clause XVII. applies mutatis mutandis to cancellations and changes to the length of stay, room category or number of rooms.