Get in touch with us
Calçada Marquês Abrantes 40, Lisbon (link to Google maps address)
Email: lisbon@cheese-wine.com
Phone: +351 939 417 352
FAQS
C&W Suites, Lapa & Apartments*
We're here to provide answers to all your questions, anytime.
Still have questions? Reach out to us!
* Our FAQs apply exclusively to reservations made directly through the Cheese & Wine website. For bookings made via other platforms, please refer to their specific terms and conditions.
Categories
Check-In / Check Out and Contacts
1. What time is check-in, and is early check-in available? Can I check in late?
- Suites/Lapa:
Our check-in time starts at 3 PM. We always do our best to accommodate guests arriving earlier, but early check-ins can only be confirmed on the day of your arrival. If your room is not ready when you arrive, you are welcome to drop off your luggage with us and enjoy your day until check-in time.
For late arrivals (after 9 PM), we kindly ask you to complete the online check-in and settle the full payment of your stay in advance using a payment link we will send you. Once these steps are completed, we will send you the access codes and instructions to enter your room.
- Apartments:
Check-in begins at 4 PM. For guests arriving earlier, you can store your luggage at our Welcome Center (Calçada Marquês Abrantes 40) free of charge. Alternatively, you may call us from the airport upon arrival to check if the apartment is ready earlier. Sometimes, it is possible to check in before 4 PM if the apartment is already available.
Since we use a self check-in process for the apartments, once you have the codes, you can enter anytime after 4 PM.
2. What time is check-out, and is late check-out an option?
Check-out time is at 11:30 AM in the Suites/Lapa and at 11:00 AM in the Apartments. Late check-outs are subject to availability, and we encourage guests to contact us to check if it is possible. Please note that failure to check out by the designated time may result in an additional charge equivalent to the cost of one full night's stay.
3. What documents are required for check-in? Is it necessary for all guests to provide identification?
For check-in, all guests are required to provide a valid passport or ID card (EU residents). Yes, it is necessary for each guest to present identification, according to the Government: https://www2.gov.pt/en/cidadaos-europeus-viajar-viver-e-fazer-negocios-em-portugal/viajar-para-portugal
4. Who should I contact for inquiries at Cheese & Wine?
For any inquiries at Cheese & Wine, please contact us via email at lisbon@cheese-wine.com or by mobile at +351 939 417 352.
5. What are the emergency contact numbers?
In case of emergency, please contact us at +351 939 417 352.
6. What is the process for lost and found items?
Forgotten personal items will be kept for 30 days after your check-out. Any shipping costs are the responsibility of the guest.
Payments and Policies
1. What is your property cancellation policy?
Our cancellation policy appears during the reservation process, with two options: flexible or stricter, depending on the room and terms at:
FREE CANCELATION: The guest can cancel free of charge until 5 days before arrival (check-in time). The guest will be charged the total price of the reservation if they cancel less than 5 days before arrival. If the guest doesn’t show up, they will be charged the total price of the reservation. This rate includes VAT and excludes 4€ of city tax per person per night (for guests older than 12 years old to a maximum of 7 night stays).
NON REFUNDABLE: This room rate offers the lowest rate available. In order to qualify for this rate, full prepayment is required. In case of changes or cancellations, the payment is non-refundable. This rate includes VAT and excludes 4€ of city tax per person per night (for guests older than 12 years old to a maximum of 7 night stays). The whole stay will be charged.
*For reservations made through platforms such as Airbnb, Plum Guide, Booking.com, and Tablet Hotels, please refer to the specific cancellation policies of each platform.
2. Which type of credit cards do you accept?
Only Visa or Master Card.
3. Under what circumstances will my credit card be charged?
We do not make an actual charge at the time of booking, but we do pre-authorize the amount for the first night to confirm the reservation. This is for security reasons, and the pre-authorized amount will be returned to your bank account within 7 business days. The full amount will be charged upon check-in. If you have any further questions, feel free to ask.
4. How is the tourist tax collected?
In Lisbon, a tourist tax applies to guests over the age of 13. The tax is charged per person per night, up to a maximum of 7 nights per stay in local accommodations such as hotels and hostels. As of September 1st, 2024, this fee will be paid upon each overnight stay. However, guests receiving medical services or undergoing hospitalization are exempt from this tax.
The revenue generated from the tourist tax will be allocated to projects and infrastructure that enhance the quality of tourism in Lisbon, focusing on sustainable growth and promoting the city as a travel destination.
5. Is your payment system secure for submitting credit card details?
Yes, our payment system is fully secure for submitting credit card details. We use industry-standard encryption and secure protocols to protect your information and ensure your transaction is safe. Additionally, we use Stripe as our payment processing platform, ensuring further security and reliability for all transactions.
6. Can I use a different credit card for payment than the one used for the reservation?
Yes, you can use a different credit card for payment than the one used for the reservation. When you check in personally, you can provide any card you'd like for the payment.
7. Can I pay with a credit card that is not in my name?
Unfortunately, you cannot use a credit card that is not in your name for payment. The payment must be processed using a card that matches the name on the reservation. However, if you wish to use a company card, we can accommodate that with an authorization form specific to this matter.
8. What is your policy for pets?
Yes, we do accept pets at Cheese & Wine Lapa, but there are some important conditions to consider:
- There is a cost of 15€ per night for pets.
- Pets cannot be left unattended in the hotel room, lobby, or any other hotel grounds. If this happens, a fee of 100€ may be charged.
- Only one pet per room is allowed, and this must be requested in advance.
- Pets are only permitted if the guest provides standard veterinary documents.
- Hound dogs, attack dogs, and pets without proper veterinary documentation are strictly prohibited.
- Pets must not make noise inside the property.
- If additional cleaning and disinfection of the room is required, a 100€ fee may be applied.
- In all public areas, pets must be kept on a leash or carried by their owner at all times.
- It is not allowed to wash pets in the room's bathroom or shower, nor to use the hotel's towels, sheets, or other bedding for pets.
We kindly ask that these guidelines be respected to ensure a comfortable stay for all guests.
* We regret to inform you that pets are not permitted in our Suites or Apartments.
Transport and Parking
1. How can I reach Cheese & Wine by taxi, bus or metro?
By Taxi, Uber, or Bolt (apps), just provide the driver with our address.
For the metro to Cheese & Wine Suites and Lapa, take the Red Line from the airport and change at Alameda to the Green Line. Ride the Green Line to Cais do Sodré. From there, you can either walk or take Bus 758 to reach Cheese & Wine Suites. To reach Cheese & Wine Lapa, take Bus 706 or Bus 727 from Cais do Sodré.
If you have any questions, feel free to send us an email at: lisbon@cheese-wine.com.
2. Do you offer a shuttle service to and from the airport?
Yes, you can find all the information about our airport shuttle service at: https://upsell.whistle.cloudbeds.com/239889/products
3. How far is the Cheese & Wine Lapa / Suites from the airport?
Cheese & Wine Lapa is approximately 13 kilometers from the airport, and Cheese & Wine Suites is about 10 kilometers away. The travel time by taxi or rideshare is usually around 20-30 minutes, depending on the route taken and traffic conditions.
*If you are staying at our Apartments, please contact us for detailed instructions on how to reach your apartment.
4. Is there on-site parking available at Cheese & Wine - Suites, Lapa and Apartments?
- Suites:
We do not have on-site parking, but we recommend two convenient options nearby:
Parque Vitorino Damásio – This is an underground parking lot located just 100 meters from our entrance. It is more expensive but very close.
Address: Largo Vitorino Damásio, 1200-109 Lisboa.
Public parking lot – A more affordable option, costing around 3€ per day. It is approximately 500 meters from our entrance. Please note that you will need to go to the parking meter each morning on weekdays before 9:00 AM to insert coins.
Address: Cais da Viscondessa, 1200-869 Lisboa.
You are welcome to stop briefly at the hotel entrance to drop off your luggage before parking your car.
- Lapa:
For guests staying at Cheese & Wine Lapa, there is an underground parking facility located just 300 meters away at Estacionamento Infante Santo. When you exit the parking lot, cross the street and take the stairs in front of you. Once at the top, you will be on our street; simply turn right, and you will reach our entrance. If you have heavy luggage, you may stop at our entrance to drop it off before parking your car.
Address: Rua Emb. Teixeira de Sampaio, 1350-000 Lisboa.
- Apartments:
If you are staying at our apartments, please reach out to us, and we will be happy to provide information about the closest parking options to your apartment.
Safety and Convenience
1. Is the Suites/Lapa and Apartments family-friendly?
Yes, our locations are family-friendly. We provide accommodations suitable for families, and we welcome children of all ages.
2. Is there a safe available for guest use?
While we do not have safes available in the rooms at our Suites, Lapa, or Apartments, rest assured that we are located in a very safe and secure area. If you have any special requests, feel free to reach out to our team, and we will be happy to assist in making your stay as comfortable as possible.
3. Is the Suites/Lapa and Apartments equipped with internal CCTV for security?
Yes, there is internal CCTV for security purposes, but it is only installed in the common areas of the premises.
4. Is there a first aid kit available for guests?
Yes, all of our accommodations are equipped with a first aid kit for your convenience and safety. Please feel free to ask our staff if you need any assistance.
5. Are there any restrictions or guidelines for guest behavior to ensure safety and comfort?
No smoking
Quiet hours: 10 PM to 8 AM
No pets allowed (except in Cheese & Wine Lapa)
No parties
Breakfast
1. What are the hours for breakfast service at Suites/Lapa?
Breakfast is served from 8 AM to 10:30 AM.
2. Are gluten-free and lactose-free options available for breakfast?
While we currently do not offer specific gluten-free or lactose-free items at our breakfast, we are proud to serve a selection of fresh, high-quality options that highlight sustainability and locally sourced ingredients. Our breakfast includes organic, homemade items that are prepared daily, fresh fruit, and even cornflakes that may suit your preferences.
We believe in supporting local producers, offering fresh and seasonal ingredients, and promoting a more sustainable and healthy approach to dining. We always strive to provide the best experience for our guests, and if you have any specific dietary needs, feel free to reach out, and we'll do our best to assist!
3. Can non-staying guests join the breakfast service?
Yes, non-staying guests can join the breakfast service, but there will be an additional charge.
Rooms and Services
1. What type of rooms does Cheese & Wine offer?
Cheese & Wine offers various types of rooms depending on the accommodation. You can check all available options on our website.
2. How many rooms are available at Suites/Lapa?
Cheese & Wine Suites has 22 rooms, and Cheese & Wine Lapa has 23 rooms. For more details you can check each accommodation on the tab - Book online . The number of rooms at Cheese & Wine Apartments varies by unit.
3. What types of beds are available in the rooms?
The rooms feature various types of beds, including double beds, twin beds, bunk beds and sofa beds, depending on the specific accommodation. For more informations you can check the detail deescriptions of each room on the tab - Book online.
4. Can I request an extra bed for my room?
Some of our rooms are spacious enough to accommodate an extra bed. Please provide the room type or your booking details, and we’ll gladly check if this option is available for you.
5. Are cribs provided upon request?
Cribs are subject to availability as we have a limited number. Please get in touch to check availability.
6. Is there an elevator in the building at Suites/Lapa?
Yes, there is an elevator in the building, but please note that there are some stairs to access it.
7. Are the rooms regularly sanitized?
Yes, our rooms are regularly sanitized to ensure the highest standards of cleanliness and safety for our guests.
8. Are the bathrooms private in each room?
At Cheese & Wine Suites, all rooms have private bathrooms, as they are all suites. At Cheese & Wine Lapa, we have some suites with private bathrooms, as well as rooms with private bathrooms located outside the room (sometimes up to 20 meters away) and rooms with shared bathrooms per floor.
9. How often are the rooms cleaned, and what are the cleaning hours?
The rooms are cleaned daily. Cleaning typically occurs between 3PM and 6PM. If you prefer a specific time, please let us know, and we will do our best to accommodate your request
10. Are bed linens and bath towels changed daily?
At our Cheese & WIne - Suites, in line with our commitment to sustainability, we offer bed linen and towel changes upon request. At Cheese & WIne - Lapa, this service is available for an additional fee—please feel free to contact us for pricing details. For our Cheese & WIne - Apartments, we are pleased to include an extra cleaning service for stays longer than seven nights.
11. Are complimentary toiletries provided?
Yes, complimentary toiletries are provided in each room.
12. Does the guesthouse have a restaurant or bar service?
While the guesthouse doesn't offer an in-house restaurant or bar, you'll find a variety of excellent dining options and bars just a short walk away.
13. Are babysitting services available?
Babysitting services are not available at the guesthouse, but we’d be happy to recommend local services if needed!
14. Are beach towels provided, or can bath towels be used for the beach?
Although we don’t provide beach towels, we kindly ask that bath towels remain in the rooms. We recommend bringing your own beach towels, and there are also local shops nearby where they can be easily purchased.
15. Do you provide laundry services?
While we don’t offer laundry services at the guesthouse, there are several convenient laundry options nearby that we’d be happy to recommend.
16. Can I make special requests in advance?
Yes, you can make special requests in advance. Additionally, feel free to check our page for the experiences we usually offer: https://upsell.whistle.cloudbeds.com/239889/products
17. Is smoking permitted in the rooms or other areas at Suites/Lapa and Apartments?
Our rooms are all non-smoking. A fine of up to 750 euros may be applied to guests who violate this policy, in accordance with the legislation (Law no. 109/2015, of August 26th) and an extra cleaning of 150 euros will be charged immediately.
18. Do the rooms include a hairdryer, kettle, coffee machine, fridge, and iron?
Yes, all of our Apartments offer these amenities for your convenience.
At Cheese & Wine Suites:
- Exceptional and organic tea in each room, featuring a stress-busting blend of chamomile, lemon verbena, mint, and lime tree.
- Shared space includes a coffee machine with freshly brewed coffee selections available anytime.
- Vertical steam iron provided for the convenience of our guests.
At Cheese & Wine Lapa:
- Premium selection of organic teas on the terrace, with an emphasis on refreshing green tea (Sencha).
- Terrace coffee machine with freshly brewed coffee available for guests anytime.
- Vertical steam iron provided for the convenience of our guests.
19. Are there TVs in the rooms, and what channels or options are available?
Yes, there are TVs in the rooms at Cheese & Wine Suites and Apartments. For more informations you can check the detail deescriptions of each room on the tab - Book online. However, at Cheese & Wine Lapa, we do not have TVs at all.
20. What are the hours of operation for the common areas?
The common areas are open for guest use from 8 AM to 9 PM. If you have any specific needs outside these hours, please let us know.
21. Do you offer support via WhatsApp?
Yes, we offer support via WhatsApp, but we prefer that guests use email for communication: lisbon@cheese-wine.com.
Attention: our reception team is available from 8 a.m. to 9 p.m., with 24-hour support by phone. For general assistance, we’re also available on WhatsApp, though we kindly ask guests to use email as the preferred method of communication.
Book Direct
1. How can I check if accommodation is available? Is there a minimum stay requirement?
You can check accommodation availability on our website. Minimum stay requirements may vary depending on the season and specific accommodations. Please check our website for the most accurate information, send us an email, or contact us directly.
2. How can I modify or cancel my reservation?
You can modify or cancel your reservation by contacting us directly (lisbon@cheese-wine.com). Please note that modifications or cancellations depend on our cancellation policies and availability. For more details, check our website or follow the instructions in your confirmation email. If you made your reservation through another platform, please reach out to them directly for assistance.
3. How many days in advance can I cancel or change my reservation?
You can cancel or change your reservation up to five days in advance, depending on our cancellation policies. Please check our website for specific details regarding your reservation. If your booking was made through another platform, please contact them directly for any changes or cancellations.
4. What is the penalty for no-shows?
The penalty for no-shows is that the full amount of the reservation will be charged.
5. How can I guarantee my reservation?
You can guarantee your reservation by providing a valid credit card at the time of booking. This card will be used for a pre-authorization to confirm your reservation.
6. I lost my reservation confirmation email. What should I do?
If you've lost your reservation confirmation email, please contact us directly, and we will be happy to resend it to you.
7. Can I pay with a company card and request an invoice?
Yes, you can pay with a company card and request an invoice, but we need a form authorization to charge corporate cards. Please let us know at the time of payment, and we will provide you with the necessary documentation.
8. Can I receive my invoice at the time of payment?
Yes, you can request to receive your invoice at the time of payment. Please inform us during the payment process, and we will provide it for you.
9. Are invoices provided in print or sent by email?
Invoices are provided by email, as we prefer this method for sustainability reasons.
Campaigns and Promotions
1. How can I find information about your current promotions and special offers?
You can find information about our current promotions and special offers in our emails or newsletter. Make sure to subscribe to stay updated!