Frequently asked questions

We can arrange a private, door-to-door airport transfer with a professional driver — but it's a paid add-on, not part of the room rate. It's a private car (not a shared shuttle), and the same service is available for both the Suites and the Apartments; only the drop-off address changes. If you'd like us to book it, just send us your flight details and we'll follow up with a secure payment link. (The free shuttle we used to run for the Suites is currently suspended.)

The price depends on the size of your group and the time of day, so we quote it for you rather than list a fixed rate. Send us your flight details and we'll come straight back with the price and a secure payment link — no surprises. A small extra may apply for late-night arrivals or if you're travelling with a pet. Payment is upfront by card, and you can cancel free of charge up to 48 hours before the service.

To arrange your transfer we'll need your flight number, arrival time and airline, the total number of guests, the lead guest's name, and a contact number. We then send you a secure payment link — once it's paid, we schedule your driver, who'll be waiting for you at the airport arrivals meeting point. Please book ahead so we can confirm the driver, and we'll share the exact pickup spot when we confirm.

Our private transfer needs at least 24 hours' notice, so for same-day or short-notice arrivals we usually can't arrange it in time. In that case the easiest option is an Uber or Bolt from the airport — just give the driver our address. The ride into the city is short, and it's a reliable last-minute alternative.

That free transfer is provided by Booking.com directly, so it isn't our service and we can't manage or reschedule it. For anything to do with that transfer, please contact Booking.com using the details in your booking.

It depends on the rate you choose at booking: Free-cancellation (Flexible) rate — we take the first night as a deposit when you book, and you settle the balance at check-in. Best-price (Non-Refundable) rate — the full amount is charged today, in exchange for our lowest direct price. This rate is only offered when your arrival is 21+ days away, and it can't be changed, cancelled or refunded. Either way, you'll see exactly what's due today and what's due at the property, itemised, before you confirm. Payments are handled securely through Stripe.

On the free-cancellation rate, we charge the first night as your deposit today; the rest is paid at check-in. On the best-price non-refundable rate, the full amount is charged today. The Lisbon city tax follows the same logic — the portion for the nights you pay online now is collected online, and any remainder is settled at the property, so there's never a surprise amount left to collect. You'll see the exact 'due today' figure before you confirm.

Your room price already includes 9% VAT (IVA) — nothing is added on top of it. The Lisbon city tax is separate: €4 per guest, per night, for guests aged 13 and over, capped at the first 7 nights of your stay. It's set by the city, not by us. It's charged online for the nights you pay online, with any remainder settled at the property.

For apartment stays, yes — a refundable security hold, shown to you before you book. It's a hold rather than a charge, and it's released after check-out, provided the apartment is left in good condition. If you'd like the exact amount for your stay, just ask and we'll walk you through it.

A hold (pre-authorisation) is temporary, not a charge — the funds are reserved on your card but not taken. It's how a refundable security hold works: the money is set aside and then released rather than collected. Banks don't always send a notification when a hold is released, and it can take a little while to disappear from your statement, so if you don't see it clear after a few days, your bank can confirm the release for you.

If it was the security deposit, that's a temporary hold rather than a charge — released on our side after check-out. Banks don't always notify a release and it can take a little while to clear from your statement, so if you don't see it after a few days, your bank can confirm it for you. For an actual refund, we return it to your original payment method and it typically clears within your bank's usual timeframe.

We accept Visa and Mastercard through our secure Stripe checkout. American Express isn't accepted — if it's the only card you have, just message us and we'll send you a secure payment link or take another card. Everything is encrypted end to end.

No problem — it just means the booking isn't fully secured yet. First, check there are funds available and try again; often that's all it takes. If it still won't go through, we can: - process an updated card, - send you a secure payment link, or - arrange a bank transfer. Just let us know which you prefer and we'll guide you through it. As soon as it clears, your booking is confirmed. (Please note we don't accept American Express.)

Yes. All payments are handled through Stripe, a leading global payment processor, using industry-standard encryption and secure protocols. We never store your full card number or security code.

On the free-cancellation rate, the first night is taken as a deposit when you book and the balance is paid at check-in — so part of your stay is naturally settled on arrival. The non-refundable rate is paid in full at the time of booking. If you have a specific situation, just get in touch and we'll help.

We send every invoice by email after your stay (paperless, in keeping with how we do things). If you need it issued to a company, just send us the company name, full billing address including postal code, and the reservation name, and we'll issue it for you. You can also ask for the invoice at the time of payment if you'd prefer it right away.

None of our buildings has private on-site parking, but there's always a public car park nearby, and you're welcome to pull up at the entrance to drop off your luggage first. The nearest car park varies by building, so tell us where you're staying — or check your Guest Portal, which lists the parking for your unit — and we'll point you to the closest one. Street parking in these neighbourhoods is paid and limited, so a car park is usually the easiest choice.

There's a public car park near each apartment building, and we'll point you to the closest one for your unit — you'll also find it in your Guest Portal. Prices are set by the operators and can change, so please check the current rate on the day. You're always welcome to drop luggage at the door before parking. One note: Alfama is a pedestrian zone, so a car or taxi can't reach the door — a nearby car park plus a short walk is the way to go.

The Suites (Calçada Marquês de Abrantes 40) don't have on-site parking, but there are two options nearby: an underground car park about 100 m away (closer but pricier), and a cheaper option about 500 m on foot. You're welcome to stop at the entrance to drop off your luggage before parking. Prices are a guide — please check the current rate on arrival, and we'll happily share the latest details when you book.

It depends on the street. Taxis can reach the door in most of our locations. The exceptions: Alfama is a pedestrian zone, so a taxi can't reach the door — but our private transfer can, otherwise plan the last short stretch on foot; and Príncipe Real is residents-only parking, so it's best for drop-off rather than parking. If you're unsure, just ask us and we'll walk you through the best approach for your building.

Our times depend on where you're staying: - Suites (Santos): check in from 3:00 PM, check out by 11:30 AM. - Apartments: check in from 4:00 PM, check out by 11:00 AM. Arriving outside these hours is no problem — both our suites and apartments use self check-in, so with your access code you can let yourself in at any hour once your online check-in is done. You're never locked out after a long journey.

We'll always try. Early check-in can be arranged with our team, subject to availability — it depends on whether your room or apartment is ready, which comes down to that day's occupancy, so we can only confirm it on the day you arrive (we can't promise it in advance). Just ask us. If your space isn't quite ready when you get here, the nicest option is to leave your luggage with us free of charge and go enjoy Lisbon. We'll let you know the moment it's ready.

Often, yes — just arrange it with our team. Late check-out can be arranged subject to availability, so it's always worth asking on the morning of departure once we've checked with housekeeping. If you'd like a guaranteed later departure, that can usually be arranged too — just ask and we'll tell you what's possible for your dates. Either way, message us and we'll set it up. If a late check-out isn't possible, you can still leave your luggage with us free of charge after you check out and pick it up later. One note: staying in the room past your check-out time without arranging it with us first may lead to an extra charge, so please always check with us.

Late check-out and early check-in can be arranged with our team, subject to availability — just ask. Whenever there's a price, we'll always tell you clearly and in advance: nothing is ever added without you knowing first.

Yes — and it's free. You can leave your bags with us both before check-in and after check-out, so you're never tied to them on your first or last day. For apartment guests, luggage is stored at our Welcome Center in Santos (Calçada Marquês de Abrantes 40) — note that's a separate address from your apartment, so factor in a short trip if you'd like to use it. Message us and we'll confirm the opening hours for the day you need it.

You're covered — with your access code you can check yourself in at any hour, day or night, so there's no need to rush your journey. For late arrivals, please make sure you've completed your online check-in in advance; that's what lets us hand over your secure entry codes so everything's ready when you arrive. If you're staying at the Suites, you'll let yourself in on arrival and then formalise your check-in at reception the next morning during breakfast. And if you're ever standing at the door unsure, just call us at +351 939 417 352 — someone's on hand around the clock.

We use a smooth, keyless self check-in — no queuing, no front desk to wait at. Before you arrive you'll complete a quick online check-in in your Guest Portal, where you upload a valid passport or ID for each guest and tell us your estimated arrival time. This step is required for the apartments: for everyone's security, we can only send your access codes once it's done. Your live access code is sent on the day of arrival, and with it you can enter at any hour. In the Suites, you let yourself in on arrival and then finish your check-in at reception (ground floor) the next morning during breakfast, 8:00 AM–10:30 AM. If anything about the online check-in won't cooperate, just message us — we'll sort it, or register you in person at our Welcome Center in Santos.

You'll complete it through our Guest Portal at guestguide.pt, using the personal link we send you before arrival. The portal is your digital concierge — alongside online check-in, you'll find directions, parking tips, the Wi-Fi password and local recommendations. If you run into trouble: - You've already done it but got another reminder — no need to redo it; our reminders are automatic. Just tell us and we'll confirm it on our side. - An old link (e.g. a guest.cloudbeds.com address) — that's outdated; message us and we'll send the current guestguide.pt link. - It simply won't work — we'll register you in person at our Welcome Center instead. Anything at all, reach us at lisbon@cheese-wine.com or +351 939 417 352.

Every guest needs a valid passport or ID card (an ID card is fine for EU residents). We ask for these during your online check-in — it's a legal requirement for all stays in Portugal, and it's what lets us release your access codes.

There are no physical keys to collect — everywhere works with secure access codes, so you can let yourself in whenever you arrive. Once you've completed your online check-in, we'll send your access code and step-by-step entry instructions on the day of arrival (the name of your room or apartment may come a little earlier). Your codes are personal to your stay, so please keep them to yourself.

Our apartments have a digital keypad lock — simple once you know the rhythm: 1. Wake the keypad by touching the screen or any number. 2. Enter your code followed by #, then wait for the green light. 3. When it turns green, push the handle down to open. A few tips: if you enter the wrong code three times, the lock pauses for about 3 minutes — just wait and try again. When you head out, close the door firmly and give the handle a pull from outside to check it's locked. If the light stays red, re-enter the code; if nothing lights up, tap to wake it first. Any issue at all, our team is here to help — reachable on the day, with phone support around the clock.

At the Suites (Calçada Marquês de Abrantes 40, Santos), the same code + # opens the building, your floor and your room, using the keypad to the right of the door frame. We'll send you clear floor-by-floor directions to your exact room with your codes. You can let yourself in at any hour, then simply finish your check-in at reception on the ground floor the next morning, during breakfast (8:00 AM–10:30 AM) — a relaxed moment to say hello and settle anything you need.

Everything you need lives in your Guest Portal: a direct Google Maps link to your accommodation, nearby parking, your Wi-Fi password and, on the day of arrival, your access code and step-by-step entry instructions. If a door ever gives you trouble, our team is reachable on the day — we'll talk you in.

Every one of our suites and apartments has free Wi-Fi on the same network. Look for "Cheese & Wine" and enter the password 123cheese&wine — it's the same everywhere, so you're connected the moment you arrive. You'll also find it in your Guest Portal before check-in. A quick, honest note: Wi-Fi speed varies by building. It's comfortable for browsing, streaming and video calls in most units, and a little slower in a few of our older Alfama and Sé apartments — fine for social media and email, but if you're planning serious remote work from those, it's worth knowing in advance. Just ask us and we'll tell you exactly what to expect for your unit.

It depends on where you stay, and we'd rather tell you honestly up front. Suites (Santos): yes — every suite has air conditioning. Apartments: most are in characterful older Lisbon buildings and are cooled with fans rather than air conditioning. We provide fans (typically one in the living room and one per bedroom) and portable heaters for cooler months, and we can drop extra fans or a heater at the apartment on request — you don't even need to be there. Whether a specific apartment has air conditioning is shown on that unit's page, so you always know before you book. If it isn't listed as an amenity, please plan around fans for that unit — and if the heat or cold matters to your trip, message us and we'll point you to the units that suit you best.

Yes. Our apartments are kept warm in the cooler months with portable heaters, and we'll happily bring an extra heater to your apartment if you'd like one — just ask, and we can drop it off without needing you present. If you're travelling in winter and warmth is important to you, let us know and we'll make sure your unit is set up before you arrive.

Yes — every apartment has a full, self-catering kitchen so you can cook, keep leftovers and eat on your own schedule. You'll find a coffee machine and kettle, microwave, oven, toaster, and a fridge with freezer, plus wine glasses, a drying rack and the basics to get started. A few honest details: - Cooktops are electric in most units and gas in a couple — check your unit's page. - A dishwasher and washing machine are in most apartments but not all; the ones that have them are noted on the unit. - We leave a first-day coffee capsule or two per guest, but don't restock them, and laundry and dishwasher detergent aren't provided — there are shops nearby for both. - Spare toilet paper lives behind the bathroom mirror. If a specific appliance is a deal-breaker for you, just check the unit page or ask us before booking.

Yes to the essentials. Every apartment and suite comes with fresh bed linen (beds made up before you arrive) and towels — bath and face towels, plus a bath mat. Shampoo and conditioner are provided too. A few things vary by unit or come in limited supply: an iron and hairdryer are provided in the apartments, and other toiletries and small extras can differ from unit to unit, so it's worth a glance at your unit's amenities. In the Suites, housekeeping is daily and we're glad to change your towels on request. One kind heads-up for guests with nut allergies: some of our welcome treats and baked goods contain nuts — just let us know and we'll take care.

This varies by building, and we'd rather be upfront so you can plan. Several of our homes are in historic Lisbon buildings without a lift — worth knowing if stairs are difficult for you or you're travelling with heavy luggage. Tell us your unit or dates and we'll confirm exactly what to expect, and point you to the most accessible options.

It depends on the rate you booked — you choose which one suits you at booking, and you'll see the exact terms before you pay: - Free cancellation (Flexible): cancel free of charge up to the deadline shown for your stay — up to 5 days before check-in for the Suites, up to 14 days before arrival for the Apartments. We take the first night as a deposit at booking and settle the balance at check-in. Any charge for a late cancellation or no-show is always shown before you book. - Best price (Non-Refundable): our lowest direct rate, paid in full today. It can't be changed, cancelled or refunded — that's the trade-off for the best price. It's only offered when your check-in is at least 21 days away. Booked through Airbnb, Booking.com or another platform? Their own cancellation terms apply — please manage those bookings through the platform you used.

The Flexible rate is about peace of mind: cancel free of charge up to the deadline shown at booking, pay just the first night as a deposit today, and settle the balance at check-in. The Non-Refundable rate is our lowest direct price — paid in full today, with no changes, cancellations or refunds. That's the trade-off for the best price, and it only appears when your check-in is at least 21 days away. Both include 9% VAT; Lisbon city tax is the only separate item.

If you booked direct with us, just reply to your confirmation email or write to lisbon@cheese-wine.com and we'll take care of it within the terms of your rate — Flexible bookings can be cancelled or changed free of charge up to the deadline shown at booking; Non-Refundable bookings can't be changed or refunded. If you booked through Airbnb or Booking.com, please make changes there, since they manage those reservations.

On a Non-Refundable booking, a no-show is treated like the rest of that rate: the stay is paid in full and isn't refunded. On a Flexible booking, any charge for a no-show is always shown before you book, so you'll know the terms upfront. If your plans change, tell us as early as you can — we'd always rather help you move your dates than see you lose your stay.

For an eligible cancellation on a direct booking, we return the refund to your original payment method, and we'll confirm the timing with you — the exact time to land depends on your bank's usual timeframe. We'll email you once it's issued. If you booked through an OTA such as Airbnb or Booking.com, the refund is handled according to that platform's process and timing. Any question at all, just ask and we'll check where it stands.

Lisbon's city tax is €4 per guest, per night, for guests aged 13 and over, capped at the first 7 nights. We only collect it online for the nights you pay online, and if your booking is cancelled within the free-cancellation window, the city tax collected online is refunded along with your deposit. Any city tax not collected online is simply never charged.

In the Suites, yes — a handmade breakfast is served every morning, part of every Suites stay, from 8:00 AM to 10:30 AM. Our Apartments are self-catering with a full kitchen, so breakfast isn't included there, but you can add our breakfast to your stay as an extra during booking.

Yes — we can add a handful of thoughtful extras to your stay, including our handmade breakfast, an airport transfer, a wine tasting and late check-out. Breakfast has its own simple booking step so we can prepare exactly the right amount, fresh each morning. The others — such as the airport transfer, a wine tasting and late check-out — are arranged with our team: just message us or email lisbon@cheese-wine.com with what you'd like and we'll set it up and send you a secure payment link where one applies. That way we can tailor each one to your dates and party.

Yes — dogs are welcome in our apartments (one per apartment), for a small nightly fee you'll see when you book. We just ask about your pet's size first, and that pets are never left alone in the apartment. (Our Suites are not set up for pets.)

All of our apartments and suites are completely non-smoking indoors. This is a legal requirement in Portugal (Law no. 109/2015, of 26 August), and it keeps every space fresh for the guests who arrive after you. If the rule is broken, a fine of up to €750 may apply, plus an extra cleaning charge of €75 to restore the space.

Our apartments and suites sit inside real, lived-in residential buildings, with neighbours who call them home — so we ask you to keep the noise down, especially in the evenings. Parties and events aren't allowed, but a relaxed evening in with the people you're travelling with absolutely is.

Some of our spaces can take an extra bed, and cribs are available too — both are subject to availability, as we hold a limited number. The best thing is to tell us your dates, which apartment or suite you're booking, and how old the little one is, and we'll check what's possible and confirm the details with you before you arrive. Reach us at lisbon@cheese-wine.com.

Don't worry — tell us as soon as you can. We keep forgotten items for 30 days after check-out. If we find yours, we'll arrange to post it back to you; you cover the return shipping (we'll send a secure payment link) and we'll confirm the dispatch date once it's on its way. Just send us your full shipping address and we'll take it from there.

Please tell us right away — we want you to feel at home, and the fastest way to fix anything is to hear about it the moment it happens. Message or call us and we'll get it sorted as quickly as we can. That goes for a tricky door lock too: reach us on the day and we'll walk you through it.

First, don't worry — this is almost always a quick fix. Message or call us on the day (email lisbon@cheese-wine.com or +351 939 417 352, and we're on WhatsApp too) and we'll help you get back online, usually with a simple remote reset while you stay on the line. It helps if you let us know which unit you're in and what you're seeing, so we can sort it as fast as possible. You're never stuck without us.

We're here whenever you need us. Email lisbon@cheese-wine.com or call +351 939 417 352 — the same number for any urgent, out-of-hours situation. Our team is on hand through the day, with phone support around the clock, and we're on WhatsApp too, though email is the easiest way to reach us for anything that isn't urgent.

You're in safe, central neighbourhoods, and we take security seriously. Your room or apartment is completely private — there's never any camera inside your space. If anything ever feels off during your stay, call us straight away and we'll help.

Two very different ways to stay with us, both handmade. Our Suites are a single design-led property in Santos — rooms and suites each named after a Portuguese grape variety, with private bathrooms, a reception on the ground floor, and a handmade breakfast each morning. It's the right choice if you'd like a hotel-style stay with a front desk and someone to greet you. Our Apartments are 17 individual, self-catering homes spread across five Lisbon districts — you get your own kitchen, more space, and self check-in, ideal for longer stays, families, or travellers who want to live like a local. Whichever you pick, it's the same warm, direct-with-us hospitality.

Our Suites are at Calçada Marquês de Abrantes 40, in the Santos neighbourhood of Lisbon — a lively, characterful part of the city, close to the river. This is where you'll find reception and where breakfast is served, on the ground floor.

Our 17 apartments are spread across five of Lisbon's most-loved districts: Alfama, Amoreiras, Chiado, Graça and Príncipe Real. Each apartment is an individual home with its own character, so you can choose the neighbourhood that fits the trip you have in mind — the winding streets of historic Alfama and Graça, the elegant, central buzz of Chiado, the leafy calm of Príncipe Real, or the residential charm of Amoreiras.

We have 17 individual apartments, and yes — every one is its own home with its own layout, size and personality. They're not identical rooms in a single building; they're real Lisbon apartments across five districts, each set up for a comfortable, self-catering stay with its own kitchen.

Our Suites have a reception on the ground floor, where you'll also find breakfast — so there's always someone to welcome you. Our Apartments are self-catering homes with self check-in, so you head straight to your apartment on arrival rather than to a front desk. Either way, our team is only a message away if you need anything.

Each of our Suites rooms is named after a Portuguese grape variety, and the room's own page shows its bathroom and layout, so you'll know exactly what to expect before you book. If a particular room's setup matters to you, just ask and we'll share the details.

Yes — every apartment is fully self-catering with its own kitchen, so you can shop at a local market and cook just as you would at home. It's one of the things guests love most about staying in an apartment with us.

For longer stays, most guests lean towards an apartment. You get your own kitchen, more living space, a washing machine in many units, and the freedom of self check-in — everything you need to settle in and live like a local. Our Suites are wonderful too, especially if you'd like breakfast and a reception on hand, but for a week or more with room to spread out, an apartment is usually the more comfortable choice.

It depends on the space. Most of our 17 apartments and our suites are sized for couples and small groups. Our largest single units sleep 6 — that's the Sé Cathedral 1 and Chiado · Rossio Square 1 apartments. The Príncipe Real apartment (the one with the private pool) sleeps 4, and in the Suites the Family Suite sleeps 5. Each unit's page shows its exact capacity. If your group is larger than any single space, we can help you combine rooms — just ask and we'll find the best fit.

Our largest apartments sleep up to 6 guests: Sé Cathedral 1 and Chiado · Rossio Square 1. If you're travelling as a bigger group, we may be able to combine apartments — just get in touch and we'll help you find the best fit.

The Príncipe Real apartment is our unit with a private pool — the only one — and it sleeps up to 4 guests. It's a lovely choice for a couple or a small family who'd like their own outdoor space in the heart of Lisbon.

Very much so — families and children of all ages are welcome. Some rooms and apartments are roomy enough for an extra bed, and cribs are available in limited numbers, so the best move is to tell us your room or dates and how old the little one is, and we'll confirm what's possible for your stay. For up to 5 guests with breakfast and a reception on-site, our Family Suite is a great fit; for 6, or if you'd prefer your own kitchen and more space, take a look at Sé Cathedral 1 and Chiado · Rossio Square 1, which each sleep up to 6.