Terms & Conditions
Last updated: 28 September 2026
These Terms & Conditions (“Terms”) govern the use of the Samara Stays website, including www.samarastays.com, the Samara Stays online reservation environment, including bookings.samarastays.com, and the reservation, payment administration and customer support services made available through them (collectively, the “Samara Stays Services”).
The Samara Stays Services are operated and centrally managed by:
SERENITY HIDEAWAY – EMPREENDIMENTOS IMOBILIÁRIOS, UNIPESSOAL, LIMITADA
NIPC: 519356276
Email: legal@samarastays.com
Bookings: bookings@samarastays.com
Telephone: +351 239 065 365
Samara Stays is a hospitality brand through which accommodation properties forming part of the Samara Stays hospitality portfolio are presented, marketed and made available for reservation.
Serenity provides centralized management and administration of the Samara Stays Services, including the operation of the website and reservation environment, online reservation administration, customer communications, payment administration and related digital and commercial management functions.
The accommodation itself is provided at the relevant property by the entity responsible for the operation of that property (“Property Operator”), except where Serenity itself is the applicable Property Operator.
By accessing the Samara Stays Services, submitting a reservation, making a payment or otherwise using the Samara Stays Services, you acknowledge that you have read, understood and accepted these Terms.
1. Definitions
For these Terms:
“Accommodation” means a room, unit, apartment, house, lodge, villa, establishment or other accommodation forming part of the Samara Stays hospitality portfolio and made available for reservation.
“Booking” or “Reservation” means a confirmed reservation for Accommodation made through the Samara Stays Services.
“Booking Confirmation” means the electronic confirmation issued following successful completion of a Booking.
“Booking Conditions” means the conditions applicable to a particular Booking, including the Accommodation selected, dates, occupancy, rate, payment conditions, cancellation conditions and any property-specific conditions displayed during the reservation process or included in the Booking Confirmation.
“Guest”, “you” or “your” means the person making a Booking and any person included in or benefiting from that Booking.
“Property Operator” means the person or legal entity responsible for operating and providing the relevant Accommodation.
“Samara Stays” means the hospitality brand under which the Samara Stays hospitality portfolio is presented and reservations are administered.
“Samara Stays Services” means the website, reservation environment, booking systems, customer support channels and related digital services operated in connection with Samara Stays.
“Serenity”, “we”, “us” or “our” means SERENITY HIDEAWAY – EMPREENDIMENTOS IMOBILIÁRIOS, UNIPESSOAL, LIMITADA.
2. Samara Stays Hospitality Portfolio
2.1
Samara Stays is a hospitality brand through which Accommodation forming part of its hospitality portfolio is presented and made available to Guests.
2.2
The Samara Stays hospitality portfolio may comprise properties operated by different entities within the Samara Stays operating structure.
2.3
Serenity centrally manages the digital and administrative infrastructure through which the Samara Stays hospitality portfolio is presented and reservations are administered.
2.4
Serenity's centralized functions may include:
a. operation of the Samara Stays website;
b. operation of the online reservation environment;
c. reservation administration;
d. customer communications;
e. payment administration;
f. booking-related customer support;
g. booking records and reservation administration;
h. coordination with the applicable Property Operator; and
i. other centralized management and digital functions relating to Samara Stays.
2.5
The entity responsible for the physical operation and provision of Accommodation is the Property Operator applicable to the relevant property.
2.6
Where Serenity itself holds the applicable rights and authorizations to operate a particular Accommodation, Serenity may act as the Property Operator for that Accommodation.
3. Contractual Framework
3.1
A Booking made through Samara Stays constitutes a reservation for the Accommodation identified in the Booking Confirmation and is subject to:
a. these Terms;
b. the applicable Booking Conditions;
c. the applicable rate conditions;
d. the applicable cancellation and refund conditions;
e. applicable property rules; and
f. any other conditions expressly presented to the Guest during the reservation process.
3.2
The specific Booking Conditions applicable to a Booking shall prevail over a general provision of these Terms to the extent of any inconsistency.
3.3
Nothing in these Terms excludes or restricts any mandatory rights or protections applicable to the Guest.
4. Eligibility
4.1
A person making a Booking must have the legal capacity required to enter into a binding agreement under applicable law.
4.2
Unless otherwise specified for a particular Accommodation, the person making the Booking must be at least eighteen (18) years of age.
4.3
Individual properties may establish additional minimum-age requirements.
4.4
The Guest is responsible for ensuring that all information supplied in connection with a Booking is accurate and complete.
5. Accommodation
5.1
Accommodation descriptions, photographs, facilities, occupancy information, availability and other information are provided through the Samara Stays Services.
5.2
Reasonable efforts are made to maintain accurate and current information.
5.3
Accommodation may vary in layout, furnishings, decoration, views and other characteristics.
5.4
Property-specific information presented during the reservation process forms part of the applicable Booking Conditions.
5.5
Facilities and services may be subject to availability, maintenance, operational restrictions, weather conditions and other circumstances affecting the relevant property.
6. Reservations
6.1
The reservation process generally consists of:
a. selecting the relevant destination or property;
b. selecting dates;
c. selecting Accommodation;
d. providing Guest information;
e. reviewing the applicable Booking Conditions and price;
f. completing payment; and
g. receiving a Booking Confirmation.
6.2
Availability remains subject to change until the Booking has been successfully completed.
6.3
A Booking is confirmed when the applicable payment has been successfully collected and a Booking Confirmation has been issued.
6.4
The Samara Stays reservation environment may permit reservations up to two years in advance and stays of up to two consecutive months, subject to availability and property-specific restrictions.
6.5
The standard minimum stay is one night unless otherwise specified.
6.6
Minimum occupancy, maximum occupancy, minimum age, maximum stay and other conditions may vary by Accommodation.
7. Booking Confirmation
7.1
A Booking Confirmation shall be sent electronically to the email address provided by the Guest.
7.2
The Guest shall review the Booking Confirmation and promptly notify Samara Stays of any apparent error.
7.3
The Booking Confirmation constitutes the principal record of the confirmed Booking.
7.4
If the Guest has completed payment but does not receive a Booking Confirmation, the Guest should contact Samara Stays before making another payment.
8. Rates and Prices
8.1
Unless otherwise stated, Accommodation rates are calculated per room or unit per night.
8.2
Prices are currently displayed in euros (EUR).
8.3
Applicable taxes and mandatory charges included in the displayed price shall be identified during the reservation process where required.
8.4
The price applicable to a Booking is the price displayed and accepted by the Guest when the Booking is completed.
8.5
Promotional rates and special offers may be subject to additional conditions.
8.6
Different Accommodation and rate categories may have different cancellation and payment conditions.
9. Payment
9.1
Unless expressly stated otherwise, the full Booking amount is payable at the time the Booking is made.
9.2
Payment is collected upon completion of the Booking.
9.3
Payment administration for Bookings made through the Samara Stays Services is centrally administered by Serenity through the payment infrastructure made available to Samara Stays.
9.4
Payment processing may be performed using payment service providers selected by Serenity.
9.5
Available payment methods shall be displayed during the reservation process.
9.6
Payment transactions may be subject to authorization, verification, fraud-prevention and security procedures.
9.7
If payment is declined, fails or is not successfully completed, the Booking shall not be considered confirmed unless payment is subsequently completed and a Booking Confirmation is issued.
9.8
Payments are currently made in euros.
9.9
Any charges imposed by a Guest's bank, card issuer or financial institution in connection with the payment are the responsibility of the Guest.
10. Cancellation Conditions
10.1
Cancellation conditions may vary according to:
a. the Accommodation;
b. the property;
c. the applicable rate;
d. the dates of stay; and
e. any special offer or promotional condition.
10.2
The applicable cancellation conditions shall be displayed before completion of the Booking and/or included in the Booking Confirmation.
10.3
Rates may be fully refundable, partially refundable, non-refundable or subject to other cancellation conditions.
10.4
The cancellation conditions applicable at the time of Booking shall govern the Guest's cancellation rights and any applicable cancellation charges.
11. Cancellation and Refunds
11.1
Cancellation requests may be submitted through Samara Stays customer-service channels.
11.2
Where a refund is due, it shall generally be returned to the payment method used for the original transaction.
11.3
The time required for a refund to appear in the Guest's account may depend upon the payment service provider, card issuer or financial institution.
11.4
No-show, late-cancellation and early-departure charges shall be determined according to the applicable Booking Conditions.
11.5
Where a cancellation or modification requires coordination with the Property Operator, Serenity may obtain the Property Operator's confirmation before processing the applicable change.
12. Changes to Reservations
12.1
Guests may request changes to a Booking through the available Samara Stays customer-service channels.
12.2
Changes are subject to availability and the applicable Booking Conditions.
12.3
Changes may result in a change to the total Booking amount.
12.4
A requested change is not effective until confirmed by Samara Stays.
13. Property-Specific Requirements
13.1
Each Accommodation may have property-specific operational requirements.
13.2
These may include requirements concerning:
a. check-in and check-out;
b. identification;
c. minimum age;
d. children;
e. pets;
f. smoking;
g. visitors;
h. events and gatherings;
i. noise;
j. occupancy;
k. security;
l. parking;
m. access; and
n. use of property facilities.
13.3
The applicable Property Operator establishes and administers such requirements for the relevant property, subject to applicable law.
13.4
Property-specific requirements communicated to the Guest form part of the Booking Conditions.
14. Check-In and Check-Out
14.1
Check-in and check-out arrangements are established by the applicable Property Operator.
14.2
Applicable times and instructions shall be communicated through the Samara Stays Services, Booking Confirmation or pre-arrival communications.
14.3
Early check-in and late check-out are subject to availability and are not guaranteed unless expressly confirmed.
14.4
Failure to arrive without appropriate notification may constitute a no-show under the applicable Booking Conditions.
15. Guest Obligations
15.1
Guests shall:
a. use the Accommodation responsibly;
b. comply with applicable property rules;
c. comply with applicable laws and regulations;
d. respect other guests, personnel and neighbouring properties;
e. comply with occupancy limits;
f. provide accurate information;
g. comply with check-in and identification requirements; and
h. take reasonable care of the Accommodation and its contents.
15.2
The Guest is responsible for ensuring that all persons included in the Booking comply with these requirements.
16. Damage and Property Loss
16.1
The Guest may be responsible for damage to Accommodation, property, furnishings, equipment or facilities caused by the Guest or persons for whom the Guest is responsible, to the extent permitted by applicable law.
16.2
The applicable Property Operator shall administer claims concerning physical damage, missing items, extraordinary cleaning or similar property-level matters.
16.3
Serenity does not administer property-level damage claims unless Serenity is itself the applicable Property Operator.
16.4
Nothing in this section authorizes a charge that is prohibited by applicable law.
17. Personal Belongings
17.1
Guests remain responsible for their personal belongings.
17.2
Guests should take reasonable precautions and use any security facilities provided at the relevant property.
17.3
Responsibility for loss, theft or damage to personal belongings shall be determined in accordance with applicable law and the circumstances of the particular property.
18. Special Requests
18.1
Guests may submit special requests through Samara Stays customer-service channels.
18.2
Special requests may concern, among other matters:
a. room configuration;
b. accessibility;
c. additional beds;
d. cots;
e. arrival arrangements;
f. celebrations; or
g. other reasonable requirements.
18.3
Special requests are subject to availability and operational feasibility.
18.4
A special request shall not be considered guaranteed unless expressly confirmed.
19. Customer Support
19.1
Serenity provides centralized customer support for reservations made through Samara Stays.
19.2
Customer support may be provided through email, telephone, online chat, messaging applications or other communication channels made available by Samara Stays.
19.3
The principal booking support address is:
19.4
The contact details displayed on the Samara Stays website may be updated from time to time.
19.5
Where a matter concerns the physical operation of a property, Samara Stays may coordinate with the applicable Property Operator.
20. Complaints
20.1
Guests are encouraged to report problems affecting their Booking or stay as soon as reasonably possible.
20.2
Reservation, payment and digital-service complaints may be submitted to Samara Stays.
20.3
Complaints concerning the physical Accommodation may be submitted to Samara Stays or directly to the applicable Property Operator.
20.4
Guests should, where reasonably possible, provide the applicable Property Operator with an opportunity to address problems during the stay.
20.5
Nothing in these Terms limits any statutory complaints mechanism available to the Guest.
21. Travel and Entry Requirements
21.1
The Guest is responsible for obtaining all visas, passports, permits, authorizations and other travel documentation required for the journey and stay.
21.2
The Guest is responsible for complying with immigration, customs, health and entry requirements applicable to the relevant destination.
21.3
Failure to obtain the necessary travel documentation does not, unless required by applicable law or the applicable Booking Conditions, create a right to cancellation without applicable charges.
21.4
Guests should consult the competent authorities concerning current entry and travel requirements.
22. Exceptional Circumstances
22.1
The provision of Accommodation may be affected by circumstances outside the reasonable control of Serenity or the applicable Property Operator.
22.2
Such circumstances may include natural disasters, extreme weather, fire, flood, war, civil unrest, terrorism, governmental restrictions, border closures, public-health events, infrastructure failures, utility interruptions, transportation disruption, strikes and other events beyond reasonable control.
22.3
The rights and obligations of the parties in such circumstances shall be determined according to the applicable Booking Conditions and mandatory applicable law.
23. Liability
23.1
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.
23.2
Serenity is responsible for the services that it directly provides through the Samara Stays Services, subject to applicable law.
23.3
The applicable Property Operator is responsible for the operation and physical provision of the relevant Accommodation to the extent applicable under law and the applicable contractual arrangements.
23.4
Where Serenity itself is the Property Operator for a particular Accommodation, Serenity shall assume the responsibilities applicable to that operator.
23.5
Subject to mandatory law, Serenity shall not be responsible for matters exclusively relating to the operation of a property by a Property Operator other than Serenity.
24. Privacy and Personal Data
24.1
Personal data is processed in accordance with the Samara Stays Privacy Policy.
24.2
Information necessary to administer a Booking may be made available to the applicable Property Operator and relevant service providers where necessary and lawful.
24.3
Further information concerning the processing of personal data is provided in the Privacy Policy.
25. Electronic Communications
25.1
The Guest agrees that Booking-related communications may be provided electronically.
25.2
Such communications may include:
a. Booking Confirmations;
b. payment confirmations;
c. cancellation confirmations;
d. reservation modifications;
e. pre-arrival information;
f. check-in information;
g. customer-support communications; and
h. other communications reasonably necessary for the administration of the Booking.
25.3
The Guest is responsible for providing accurate contact information.
26. Marketing Communications
26.1
Marketing communications shall be sent only in accordance with applicable law.
26.2
Guests may withdraw from marketing communications through the applicable unsubscribe or preference mechanism.
26.3
Withdrawal from marketing communications does not affect necessary transactional communications.
27. Corporate and Group Reservations
27.1
Samara Stays may accept reservations made by businesses, organizations and other entities.
27.2
Corporate or group reservations may be subject to additional conditions.
27.3
Unless otherwise agreed, the applicable Property Operator shall issue the relevant accommodation invoice in accordance with applicable law.
28. Intellectual Property
28.1
The Samara Stays Services and their contents, including text, photographs, graphics, software, designs, databases, layouts and other materials, are protected by applicable intellectual-property laws.
28.2
Such material may not be reproduced, distributed, modified or commercially exploited without appropriate authorization.
28.3
Samara Stays branding and associated intellectual property may only be used with authorization.
29. Acceptable Use
Guests shall not:
a. use the Samara Stays Services for unlawful purposes;
b. interfere with the operation or security of the Samara Stays Services;
c. attempt unauthorized access to systems;
d. introduce malicious software;
e. submit fraudulent or misleading information;
f. make unauthorized payment attempts;
g. misuse another person's identity or payment credentials; or
h. otherwise misuse the Samara Stays Services.
30. Fraud and Security
30.1
Transactions may be subject to security, identity, fraud-prevention and authorization procedures.
30.2
Where a transaction or Booking is reasonably suspected to involve fraud, unauthorized use or unlawful activity, appropriate measures may be taken, including delaying, rejecting or cancelling the transaction or Booking, subject to applicable law.
31. Third-Party Links and Services
31.1
The Samara Stays website may contain links or references to websites or services operated by third parties.
31.2
Such links are provided for convenience and do not necessarily constitute an endorsement.
31.3
Third-party services may be governed by their own terms and privacy policies.
32. Website Availability
32.1
Reasonable efforts shall be made to maintain the availability of the Samara Stays Services.
32.2
Temporary interruptions may occur due to maintenance, technical failures, security measures, telecommunications failures or circumstances beyond reasonable control.
32.3
Samara Stays does not guarantee uninterrupted or error-free operation.
33. Force Majeure
33.1
Neither Serenity nor the applicable Property Operator shall be liable for failure or delay caused by circumstances beyond reasonable control, subject always to mandatory applicable law.
33.2
Such circumstances may include natural disasters, war, terrorism, civil unrest, governmental action, public-health emergencies, infrastructure failures, utility interruptions, transportation disruption, industrial action, cyber incidents and other comparable circumstances.
34. Governing Law
34.1
These Terms shall generally be governed by Portuguese law, without prejudice to mandatory provisions applicable to a particular Booking or Accommodation.
34.2
Where Accommodation is located outside Portugal, mandatory provisions of the law applicable to the provision of that Accommodation shall apply where required.
34.3
For Accommodation located in Mozambique, mandatory Mozambican legal requirements applicable to the relevant Accommodation and its operation shall apply where required.
34.4
For Accommodation located in Portugal, mandatory Portuguese legal requirements applicable to the relevant Accommodation and its operation shall apply where required.
34.5
Nothing in these Terms is intended to deprive a consumer of mandatory rights applicable under the law governing the relevant consumer relationship.
35. Consumer Rights and Dispute Resolution
35.1
Nothing in these Terms excludes or restricts mandatory consumer rights.
35.2
Where applicable, Guests may use legally available alternative dispute-resolution mechanisms.
35.3
Nothing in these Terms prevents a consumer from exercising any mandatory right to bring proceedings before a competent court or authority.
36. Severability
If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions shall remain in effect to the extent permitted by law.
37. Amendments
37.1
Serenity may amend these Terms from time to time.
37.2
The Terms applicable to a confirmed Booking shall generally be those accepted at the time of Booking, except where a change is required by law.
37.3
The current version shall be made available through the Samara Stays website.
38. Entire Agreement
These Terms, together with the Booking Conditions, Booking Confirmation and property-specific conditions applicable to a Booking, constitute the applicable contractual framework governing the Guest's use of the Samara Stays Services and the relevant Booking.
39. Contact
SERENITY HIDEAWAY – EMPREENDIMENTOS IMOBILIÁRIOS, UNIPESSOAL, LIMITADA
NIPC: 519356276
Rua Bernardino Machado, 50, 2D
3030-299 Coimbra
Portugal
Bookings: bookings@samarastays.com
Legal: legal@samarastays.com
Telephone: +351 239 065 365
40. Acceptance
By completing a Booking through Samara Stays, the Guest confirms that:
a. the information provided is accurate;
b. the Guest has reviewed these Terms;
c. the Guest accepts the Booking Conditions applicable to the selected Accommodation and rate;
d. the Guest has authority to make the Booking where applicable; and
e. the Guest agrees to comply with the applicable property requirements.
End of Terms & Conditions
