Welcome to Villa Cascata, we hope you enjoy your holiday in the beautiful Algarve region of Portugal.
We sincerely want you to have a relaxed and enjoyable holiday. The purpose of this ‘plain English’ information is to clearly state what you can expect from your holiday accommodation with us. The following information will help you find out about all aspects of Villa Cascata, from services within the accommodation to 3rd party service providers.
Your holiday accommodation rental contract, for Villa Cascata is with your booking agent.
- Please note that we do not accept groups of young/unrelated adults, we do not accept hen or stag parties, animals or pets.
- Only registered guests for the reservation may occupy the property at any time.
- No events or parties can be held at Villa Cascata/Cascata Village unless authorised prior with written consent from Villa Cascata Private Owners
- All of the internal areas of Villa Cascata are non-smoking.
- Refer to the *Terms and Conditions for additional information.
- Should you require any further information regarding any of the matters below, please do not hesitate to contact Villa Cascata for clarification of any points of issue you might want to ask.
Villa Cascata Rental Accommodation
Villa Cascata is a new and privately owned townhouse and is one of the properties that forms part the condominium of Cascata Village. Furnished to the private owner's taste this includes; the standard, style and finish fixtures and fittings of the villa. We endeavor to give an accurate description of the town house / villa with interior and exterior photographs, but sometimes we may update or change the décor / fixtures / fittings after you book your holiday. These changes would be considered upgrades and not to affect the overall enjoyment of your holiday. We endeavor to represent as clearly as possible the features within Villa Cascata. A change to the interior or exterior décor after you have confirmed and paid for your accommodation will not give grounds for cancelation or compensation of your booking.
- The Villa Cascata safety features operate to Portuguese Safety Standards, Services and Regulations.
- Any dispute, claim or other matter which arises out of or in connection with your contract or booking will be dealt with by the Courts of Portugal.
- The quoted weekly rates for 7 night stays do not include maid service with a mid-week towel change. Included in the price for a 14-night stay is the bed linen and towels and changed after 1 week.
- For extra maid service, please arrange with Villa Cascata prior to your stay and advise on your booking form, all extras must be paid for in advance.
- Please do not take or use Villa Cascata luxury bath towels for the beach or pool-you have been provided per guest with specific complimentary towels for beach and pool use.
- The rental includes air conditioning, preparation of the property and cleaning on departure. All bed linen and towels are provided.
Extras to be requested at time of Booking
- Villa Cascata can provide many extras on request (charges will apply) such as in villa catering, car hire and airport transfers etc. Please ask for more details.
- Basic welcome pack with wine €40.00 please complete on the Booking Form.
- Airport transfers to and from Villa cascata, please complete on the Booking Form. Airport transfers are paid direct to the driver on arrival and the return journey is paid on arrival as well.
Essential Information for Villa Cascata
This essential information forms part of your contract with Villa Cascata. By payment of your deposit, you have accepted and agreed the conditions outlined.
The Strict Time Villa Cascata Will Be Available For Access And Departure: Strictly access to the property is at 16:00 pm and Strictly departure from the property is 10:00am Only those persons registered on the booking form may occupy Villa Cascata from 16:00pm on the date of arrival and all guests must vacate Villa Cascata, including luggage, by 10:00am on the date of departure. Failure to vacate Villa Cascata by 10:00am on your date of check-out will result in further charges being levied and deducted from your security deposit. In low season – November to March we will try to give immediate access and a late departure for Villa Cascata. But we cannot guarantee this unless it is specifically agreed on your booking reservation. Closer to the time of arrival we can confirm if this would be possible, please contact Villa Cascata to discuss. All arrivals regardless of using airport transfers or private car hire all guests must wait until 16:00pm to gain entry to Villa Cascata.
Access And Keys For Villa Cascata: Once your booking form has been successfully and fully completed and sent to Villa Cascata - your final departure information will be sent to you generally 5 days before arrival. This email from Villa Cascata will have information about how to access Villa Cascata and we will request that you save it to your mobile device, and also print off driving directions and access codes. On arrival to Villa Cascata the keys can typically be obtained, from the key safe which is located at the entrance of the property, or if you are being met by the management of the property.
On your final day return the key to the key safe outside on the wall and leave additional keys on the entrance hall console cupboard.
If you lose any of the keys or the garage key fob, the cost of the replacement(s) will be deducted from the security deposit. Villa Cascata replacement costs also include;- alarm remotes, gates, garage fobs, auto remote controllers for access to the property, remote control for the televisions and air conditioning units. During your holiday you are responsible for ensuring you lock up Villa Cascata when you go out, including use of locks and alarms as provided and that you have your keys with you to be able to get back in. If you accidently forget to take your keys with you, and you have not left your emergency access key in the key safe outside the Villa Cascata so you can access a key. You will be responsible for the ‘call out’ charge to unlock the Villa Cascata. Every call out to open Villa Cascata that you have locked yourself out of will incur a charge. When you arrive take time to walk around the Villa Cascata and take note of the type of locks in Villa Cascata.
Guest Responsibilities and Villa Cascata House Rules
Please read the Villa Cascata Welcome Pack, which not only has plenty of helpful information in 4 languages (English, French, Dutch and Portuguese), it also explains Villa Cascata House Rules. Villa Cascata is reserved exclusively for the people named on the reservation confirmation and no other persons are permitted to stay at Villa Cascata unless this has been agreed with us (Prior) in writing. The persons provide their passport information for SEF and insurance purposes and appropriate payments made (if applicable). Additional guests will be asked to vacate by the Management Team, accommodation supplier or other person in authority and charges will be taken from the security deposit fee, or you could be asked to leave.
- You and all members of your party also agree not to use the Villa Cascata for any illegal or commercial purpose, including subletting of Villa Cascata
- We will only provide bedding and towels equal to the number of the confirmed guests names on the contract. Any additional bedding or towels must be confirmed and agreed on the booking form. There is an additional cost for extra bedding and towels, please enquire about this at time of booking with Villa Casacat.
- Villa Cascata is non-smoking. Smoking is not permitted anywhere inside the property at Villa Cascata. Any breach of this condition will entitle Villa Cascata to withhold the entire security deposit. Smoking may be permitted outside the property, but, if any cigarette debris is found the additional costs of cleaning will be deducted from the security deposit.
- No pets or animals are allowed in Villa Cascata property.
- Villa Cascata and all of its contents are new. The property including the furniture, fittings and electrical items and effects, in or on the property, must be left in the same state of repair and condition as the commencement of the rental period. On arrival all fixtures and furnishings are deemed to be in good working order and fit for purpose. Faults that are found during the rental period are to be reported to Villa Cascata / Management team immediately. Failure to report any faults will be deemed to have been caused by the guests. The guest will be liable for the cost of the repair.
- Electrical appliances are all regularly checked but may stop working at any time of your holiday. Please call the Villa Casacata Management Team and they will try to replace as soon as possible. Please note that machines that stop working may require attendance of a technician who may not work outside of normal Monday – Friday hours. If this occurs with air conditioning units we will provide you with a room fan until repaired.
- Always rinse your plates before placing in the dishwasher. If the dishwasher breaks down because of food residue trapped in the drain we will charge you for the call out.
- Please do not sit on any furniture, whilst covered in fake tan, sun lotion or after sun lotions. Guests are requested not to use 'fake tan' whilst in Villa Cascata. 'Fake tan' damages soft furnishings and linens. If at the final inspection it is found that 'fake tan' has been used, the additional associated costs of cleaning, laundry or replacing the damaged linens or furniture will be deducted from the security deposit. All linen is deemed to be in perfect clean unmarked order on your arrival. If the linen is not in perfect conditions – contact Villa Cascata Management Team immediately.
- On departure you agree to complete the following before departing the property: accommodation in a reasonably clean condition / as you found it on arrival, wash and dry up any used kitchen items and return to the cupboards, ensure the dishwasher is empty, lock up all doors and windows and set the alarm. If additional significant cleaning has been necessary after your departure this will be deducted from your security deposit.
Safety deposit boxes:
Please note that a safe is provided
Maid and Property Services:
During your stay it is necessary for the maintenance team, pool team and gardeners to carry out their duties at the Villa Cascata, including cutting grass, general garden duties, pool maintenance and urgent property maintenance. While we don’t want to disturb your holiday these duties are essential to keep Villa Cascata to a high standard.
Electrical Infrastructure: Portugal is a developing country and there is major infrastructure work being done to bring electrical and water supply up to a Northern European standard. There may be times that the supply will be disrupted. We have found over the years that EDP / Camara (Council) will try to have normal supply reconnected within a few hours. Unless there is a specific problem with Villa Cascata there is nothing else that we can do but communicate to you of the situation.
Note that Villa Cascata is allocated a ‘volume’ of electricity by EDP. Generally we have electric circuits to the maximum voltage that we are allowed to have. But given the demands on the property and the electrics in the property it may short out if too many appliances on at once.
If you have too many gadgets – including air conditioning, tv, oven, iPads, mobile phones, laptops, hob, entertainment system, washing machine, hair dryer, kettle all on at the same time you will probably blow a fuse. Turn off some of the electronic items and reset the fuse box. To reset the fuse box: open the front panel – look to see which switches are not facing the right way. Reset any wrong switches.
Drains & Toilets: Portuguese sewerage standards are not to the same standard as your home. In most restaurants, shops and beach facilities you will see signs requesting you not to put paper in the toilet but in the bin beside. Many properties do not have main mains sewerage. You may put toilet paper in the toilets at Villa Cascata. Apart from toilet paper no other items can go in the toilet whatsoever – this includes, Kandoo, baby wipes and sanitary products. If a toilet system blocks during your tenancy and the blockage is something other than toilet paper, we will deduct the cost of the clearance of the blockage from your security deposit.
You may find that sometimes a ‘smell’ comes from drains and toilets, this is because of the way the sewerage is constructed. Portuguese building regulations do not require ‘soil stacks’ the tube that takes the smells above the roof. The plumbing is under the floor of the bathrooms and you will see a silver round ‘plate’ on the floor. Sometimes there is a build-up of odour particularly in summer. This is normal, generally if you flush the toilet and run a tap for a minute or so the smell will dissipate. The pipework for the drains in the shower and bath are much smaller than European standard and it will take longer and be a bit slower for the water to drain away.
Hot Water: The boiler in Villa Cascata is electrical immersion heater and solar panels these are of sufficient size for the capacity of guests we allow to stay in the property. If you over fill a bath or take a shower for a long time, you will find that the hot water will run out. Please take shorter showers or smaller / shallower baths to ensure that you can all have hot water available for your use. If you use up all the water it will take several hours to re-heat a full tank of water.
Rubbish Collection: There is no door-to-door rubbish collection. You will have to take your own rubbish daily to communal bins. Large dumpster style bins will be located outside Cascata Village to dispose of your rubbish.
Air-conditioning and Heating
Summer Air conditioning: We ask that you do not leave air conditioning units on when you are not in the Villa Cascata. We specifically request you do not leave doors and windows open and the air conditioning units on. If we note that the above happens, we reserve the right to remove the air conditioning remotes from the property. Villa Cascata is equipped with air conditioning and heating systems. It could be on arrival you see additional infrastructure in the property but unless we have specifically offered this infrastructure with the rental contract it is not available for your use. It could be that it may be available in exceptional circumstances and a charge will be payable locally to use the infrastructure. If there is an extra charge for the use of air conditioning / heating systems this charge will be on the Villa Cascata website information pages
Winter Heating: Please note that Villa Cascata is equipped with a wood burning stove and heating facilities for winter heating. We do not supply wood, you must buy this yourself. During winter the temperature will drop very quickly after 3.30pm. Do not leave any windows open when you go out during the day as you will find Villa Cascata will be cold on your return and will take a long time to get warm again. The air conditioning is also reverse cycle – which means that it can heat the rooms.
General Information and things you should know
Assistance while on Holiday: When you are on holiday we intend to respect your privacy.
The dictionary defines an emergency as: an unforeseen, unexpected or sudden occurrence, a serious situation especially of a danger - demanding urgent and immediate remedy, action or assistance. If you call outside of business hours and it is not a problem as described above they will respond to you during normal business hours.
All serious emergencies: Please dial 112 for Fire / Police or Ambulance.
Out of Season and Public Holidays: There may be limited facilities available during low season which can be from the end of September through to May in the Algarve. Consequently, we recommend car hire during these times and to check before you book your holiday what amenities and facilities are open in this season.
Satellite navigation systems GPS: The GPS satellite navigation system is fairly reliable here and is useful in locating places of interest during your holiday. We try and provide as accurate as possible GPS codes but you must also use any of the additional specific directions provided in your travel information pack when travelling to Villa Cascata, to avoid any difficulties.
Lost Property: Please ensure all personal possessions are packed when departing your holiday property. Whilst we will endeavor to assist when items are left, unfortunately we are unable to guarantee the return of any items which have been left unattended and will not be liable for any items lost or damaged in transit. Postage, packaging and handling fees may be applied for the return of lost property.
Passports and ID while on Holiday: It is your responsibility to ensure you have a valid passport and visa (if applicable). Passports should have six months validity by your return travel date. By law in Portugal you should always carry your passport, ID and car hire documents with you at all times. There are regular police checks on cars and they will ask for your ID and car hire paperwork. We also recommend to photocopy or, save on your phone, your important documents / credit card fronts and also have the telephone number of your Bank written down if you need to make an emergency call. Put these documents in a sealable plastic bag then you have duplicates / emergency numbers if you need them.
Personal Health and Safety: The Algarve is generally a safe place. But this does not mean that you should not be cautious. Do not leave valuables in your car. Close windows in properties that face onto public areas. Always lock all windows / doors / shutters when you go out of the property and if there is an alarm always set it. Always shut all doors, windows and shutters when you go to bed. If you lose any items of value while on holiday through theft, you must report the facts immediately to the local police and obtain a written report (they will ask for a payment to make a report and it can take several hours). If a report is not obtained, you may not be able to claim back on your insurance policy.
Pool, Garden and General Maintenance – Third Party Suppliers
Villa Cascata and Cascata Village is maintained by the staff that have access to the property. Gardens have to be maintained on a weekly basis. The pool is regularly checked and cleaned, and this is normally carried out early in the morning. The pool requires salt and to keep it balanced and the pool person will advise if this has been done and that maybe the pool will not be able to be used for a short amount of time, this is a normal procedure. Pool and garden personnel do not have fixed hours, so it is not possible for us to advise you of the exact date or time of their visit. We ask for your cooperation when these people visit.
Villa Cascata – Third Party Supplier: Although every effort is made to ensure the information contained about Villa Cascata is correct, we cannot take responsibility for its accuracy. Unfortunately, some facilities may not be available at certain times of year, or at times when maintenance work is required or events are being held. In addition, local charges may apply extra facilities.
Airport / Taxi Transfers - Third Party Suppliers: Unless specifically included on the booking form, no transfers are included in the cost of the Villa Cascata accommodation. Villa Cascata can organise airport transfers for you at an additional cost. You can be transferred to any destination from the airport upon arrival. Access to Villa Cascata property is only after 16:00 pm.
All Facilities, Restaurants, Attractions, Leisure Sports etc. – Third Party Suppliers: Activities booked on your behalf such as sports activities, tennis and golf, the provision of the service and facility is a Third Party Supplier we cannot guarantee the service or availability of the amenity, service level or quality. All local attractions referred to are independent and provided by third party suppliers and not by us. All complaints with the services of Third Party Suppliers should be directed to the supplier not Villa Cascata. Some facilities, activities and excursions could involve an element of risk and are not controlled by Villa Cascata. If you wish to participate, purchase or make use of any optional activities, facilities or excursions Villa Cascata cannot accept liability in relation to these. The contract for the provision of that activity, facility or excursion will be between you and that provider. The discretion to partake in any such activities, facilities, or excursions is entirely at your own risk. You are responsible for taking sensible precautions for your own safety and for the safety of any children or family members for whom you are responsible. Please liaise with the supplier of the facility, activity or excursion for the Terms and Conditions of your activity, facility or excursion which will govern your contract with the supplier.
Telephones – Third Party Supplier: Unless otherwise stated, telephones are not provided by Villa Cascata. In Portugal it is not uncommon that it can take several attempts to ‘dial out’ of the country. If this happens just keep trying.
Kitchen Appliances: Please read the Villa Cascata Welcome Pack, which explains how to use the all of the Kitchen Appliances available.
TV system – Third party Supplier: Please read the Villa Cascata Welcome Pack, which explains how to use the TV system available.
Internet - Third Party Supplier: Please read the Villa Cascata Welcome Pack about the internet.
Car Hire – Third Party Supplier: Villa Casacta can organise car hire for you. The terms and conditions of the car rental is with the provider not Villa Cascata. You will need a credit card, a full driving license which has been held for at least one year. All drivers must have a license. If you hold a photo-card license you will require the accompanying paper documentation. Photocopies will not be accepted. Child seats can be provided. Cars can be collected from the airport or delivered to Villa Cascata property.
Insects Animals - Third Party Invaders! The Algarve has mosquitoes, ants, cockroaches, and other creeping and flying insects. Ants are common and if you leave food out or forget to clean down tables, sweep floors and serving areas, the ants will have wandered in and happily start eating up your leftovers. If this happens remove the leftover food and wipe down the affected area. If the ants persist please use ant powder as a repellent. The properties are surrounded by gardens and countryside and field mice and other rodents are common, along with local farm animals, dogs and cats. Some of these animals make noise. We have no control of any animals that belong to neighbours or non-domesticated animals who make noise or may be roaming around, so we ask your understanding in this matter.
Check and Double Check
Accuracy: We endeavor to ensure all information, contract and booking conditions and prices both on our website and in our partner websites are accurate however occasionally changes and errors occur, and we reserve the right to correct prices and update and amend all information on our website or partner websites in such circumstances. You must check the current price and all other details relating to our contract before confirming your reservation.
Your Holiday Price: We reserve the right to offer via our marketing: discounts that cannot be retrospectively applied or used in conjunction with any other offer you may have had. We can also amend the price of unsold holidays at any time and correct any errors in the prices of confirmed holidays including any changes in costs such as services or amenities requested by the guest: extra cleaning, extra laundry costs, baby travel cots, extra linens, or any other items that are separate to the rental of a property. For Villa Cascata Longer Stay of 28 nights or more, utility bills on the property will be added where this applies, we operate a “Fair-Usage” policy which will be handled on a case-by-case basis. In the event large utility bills are judged to have arisen from excessive or neglectful use, we reserve the right to charge this excess to the guest. We reserve the right to amend the values of any applicable refundable security deposits at any time.
Confirmation: Please check your confirmation email, payment receipts, final departure information and all other documents you receive from Villa Casacat / or your booking partner immediately on receipt. You must contact them as soon as possible if any information appears to be incorrect as it may not be possible to make changes later and it may harm your rights if they are not notified of any inaccuracies in any document within a reasonable period of time.
Changes to your booking: Should you wish to make changes to any details of your booking following final confirmation, we reserve the right to charge a minimum €50 administration fee.
Transfer of bookings: If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the holiday booked) providing we are notified not less than 21 days before departure, all details of the new member of the party are provided to us in accordance with our booking procedure and you pay an amendment fee notified to you at the time your request the transfer, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us.
If we change or cancel your holiday: It is unlikely that we will have to make any changes to your confirmed travel arrangements or cancel them however we do start planning arrangements many months in advance. Occasionally, we may have to make changes and correct errors on the website and other details both before and after bookings have been confirmed. In the event of minor alterations, we will do our best to notify you before you travel. If a ‘significant change’ or cancellation has to be made to your at Villa Cascata property we will notify you as soon as possible. We will not pay you compensation where we make a major change or cancel before departure or in the event that we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care. The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of change or cancellation. We will not pay you compensation and the above options will not be available if we make a minor change or cancel as a result of your failure to make full payment on time or where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.
Force Majeure: Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to health pandemic like ( Covid-19) or another, war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concern’s control.
Building Works: The law does not dictate that neighbors or Villa Cascata need to advise of building works or noise adjacent to and or near any property. Therefore we cannot be held responsible for any resulting disturbance. Any building work which may commence in the local area is completely outside of our control, this can include noise from landscaping, building and road works. Building works are legally allowed to place from Monday 8:00am to Saturday 6:00pm. These are the normal and legally recognized working hours in Portugal. Some building works can also take place with additional license for longer hours and also on Sundays and bank holidays. However, should we become aware of any building work which may reasonably be considered to adversely affect the enjoyment of your holiday we will notify you as soon as possible.
Requests, Health and Insurance
Special requests: If you have a special request that does not form part of the arrangements described on the website please inform us in writing at the time of booking. We will do our best to comply but cannot guarantee this. We regret that we are unable to advise prior to departure if special requests cannot be met. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. We do not accept bookings that are conditional upon any special request being met.
Disabilities and Medical Problems: If you or any member of your party has any; health issue, medical problem or disability which may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details. If the medical issue becomes apparent when you are in tenancy at Villa Cascata we cannot accept any liability in any circumstances due to your non-disclosure of the medical condition at the time of booking.
Holiday Insurance: Travel insurance is essential. The policy should be valid from the time of confirming your booking. Your insurance should have cancellation cover as well as multi risk, medical and repatriation. We highly recommend that insurance purchased must have a 24-hour emergency telephone service. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover that you chose not to have for your holiday. It is your responsibility (as the lead guest on the booking) to ensure that you and all other parties in your booking have travel insurance. Villa Cascata is NOT liable for any costs you or any member of your party may incur due to travel restrictions, outside of the terms described above. Villa Cascata is not a provider of travel insurance.
Our Liability to You:
1. We will accept responsibility for the arrangements we agree to provide or arrange for you as an “accommodation provider” subject to these booking conditions, if we or our suppliers perform or arrange your contracted holiday arrangements negligently, taking into consideration all relevant factors (for example following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday), we will pay you reasonable compensation. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
2. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
- The act(s) and/or omission(s) of the person(s) affected; including non disclosure of medical conditions,
- The act(s) and/or omission(s) of a third party who provides supplementary services for the accommodation, which were unforeseeable or unavoidable; or
- Unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
- An event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
The maximum amount we will have to pay you in respect of these claims is an amount equal to the applicable excess in your travel insurance policy in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
- Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (f) any business losses.
- All decisions regarding any monetary values, refund or compensation of any description, is only with direct written confirmation and agreement solely between the leader of the party and the Director/s of Villa Cascata.
We will not accept responsibility for services or facilities which do not form part of our accommodation agreement. For example; any facility that is provided or maintained by a third party, any excursion you book, or any service including internet provider or facility including communal pools or similar amenities, tennis, golf or other similar leisure activities, chefs, child care, restaurants, transfer and taxi services which any other supplier agrees to provide for you.
Conditions of Suppliers: Some of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions.
Additional Help: If you or one of your party suffers personal injury, illness or death during the holiday through no fault of ours or your own, we will, at our discretion, give you general assistance. The offer of assistance is without prejudice.
If you have a complaint: If you have cause for complaint whilst on holiday this must be brought to the attention of Villa Cascata Management Team and relevant supplier immediately so that action can be taken at the time to rectify the problem. Should the representative/local agent/ supplier or property management company be unable to resolve the matter, details of the complaint must be notified to Villa Cascata in writing within 14 days of the end of your holiday. Failure to do so will affect ours and the applicable supplier’s ability to investigate your complaint.
Safe Working Environment
Behavior: At all times during your holiday, you are expected to have consideration for your fellow travelers and other third parties. If in the opinion of ourselves, any service provider, accommodation owner or other person in authority, you are or appear to be behaving in such a way as to cause, or to be likely to cause, danger, distress, annoyance or damage to third parties or property either ourselves or the supplier concerned may terminate your holiday arrangements. In this situation, we will have no further liability to you and will not be responsible for meeting any expenses you incur as a result, making any refund or paying any compensation. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the accommodation owner or other supplier prior to departure from the accommodation. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behavior of other guests or individuals who have no connection with your booking arrangements or with us.
Villa Cascata service providers should be entitled to perform their duties free from the threat of overt stress, harassment, intimidation or physical violence. Villa Cascata will not tolerate any abuse of its employees or service providers including:
- Physical violence – including kicking, spitting, hitting or pushing, or use of a weapon.
- Verbal abuse – including intimidation, shouting, swearing or insults, racial or sexual abuse.
- Threats and intimidation via telephone, text, electronic mail and normal mail.
- Threats of extortion by means of writing bad and false reviews for financial gain.
- Aggressive behaviour, abuse or threats to gain improved or quicker service provision.
In everyday life things can and do go wrong and you have the right to discuss any aspect of your holiday with us. We request that it is done in a calm manner in and will look to rectify any issue which we believe needs rectifying in a realistic timeframe.
Use of electronic recording devices, photos and video: Villa Cascata reserves the right to use recording devices for electronic mail, texts and telephone calls and meetings. Specifically in the case of disputes for evidential purposes, the tenant permits Villa Cascata for the establishment, exercise or defense of legal claims; the right to record with video the meeting and all conversations with the tenant/s and to be able to photograph the article / object / situation in dispute. All items disputed remain the property of Villa Cascata
Use of information you give us and communicating with you: In order to process your booking and provide you with your confirmed holiday, Villa Cascata will need to collect and process personal information. For operational reasons, this data is held at a secure location. When needed, we must pass on certain elements of this data to the companies, organisations or property owners who need them so that your holiday can be provided. For example, SEF - the Portuguese government border control authority requests all passport information for every guest. Others include Villa Cascata Management Agents, Cascata Village Management Agents transport companies, banks or from our affiliated companies.
Where you provide us with this personal information, you consent to this data being used as described in this clause. We would also like to send you information about our products and services that we think will be of interest to you. We may do this by post, telephone, SMS or email. We are entitled to assume you do not object to our doing any of the things mentioned above unless you email to us at [email protected]
Website: We make every effort to ensure that the information and photography contained on our Villa Cascata website and our associated websites are accurate. However, many individuals are responsible for the provision of your holiday arrangements and they may alter or temporarily withdraw some of the advertised facilities or services without prior notice to us. Unfortunately, errors can occur and prices may alter, however we will always endeavor to advise you of any changes at the earliest opportunity. The distances to amenities, beaches, restaurants, supermarkets and pool measurements we have provided are approximate and if floor plans are displayed these are a guide and are not to scale.
Villa Cascata accept no responsibility or liability for any loss, damage or alteration to the terms of your reservation caused by events beyond their control, including but not restricted to war, terrorist activity, civil commotion, flight delays, or cancellations, airport closures, loss of luggage, adverse weather conditions, fire flood, or industrial dispute. Whilst they will try their utmost to resolve any failure of public supplies such as water, electricity, internet, tv or breakdown of the air conditioning system they cannot accept liability, nor for the consequences of the action or omissions of persons who may control or supply main services, or any actions taken in the vicinity of the property reserved, by any authority over which there is no control. They cannot accept any liability for your personal safety during your holiday and assume no responsibility for accidents. Whenever possible, valuables should be left secure and out of sight.