Essential Information for Guests of SandyBlue
We sincerely want you to have a relaxed & 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 your SandyBlue holiday, whether staying in a resort or private villa, from services within the accommodation to 3rd party service providers.
This essential information forms part of your contract with SandyBlue. By payment of your deposit you have accepted and agreed to the conditions outlined herein Addendum A and the Rental Terms and Conditions.
Should you require any further information regarding any of the matters below, please do not hesitate to contact our Reservation Administrators for clarification of any points of issue you might want to ask.
The Rental Accommodation
The properties featured on SandyBlue are privately owned and are furnished to the owner's taste, so the standards, styles and finish fixtures and fittings of property will differ. We endeavour to give an accurate description of each property with interior and exterior photographs, but sometimes an owner 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 endeavour to represent as clearly as possible the features within each property. The properties featured operate to Portuguese safety standards, services and regulations. A change to the interior or exterior décor after you have confirmed and paid for your accommodation will not give grounds for cancellation or compensation of your booking.
The Time the Property will be Available
Access to the property is at 4pm and Departure from the property is 10am
Only those persons registered on the booking form may occupy the accommodation from 4pm on the date of arrival and all guests must vacate, including luggage, by 10am on the date of departure.
Failure to vacate the property by 10am 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 the property. But we can not 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 us to discuss.
In peak season – Easter to October, we welcome you to bring your bags to the SandyBlue office during business hours. All arrivals regardless of using airport transfers or private car hire all guests must wait until 4pm to gain entry into the property.
We can also send you the access code information by text or email when the property is ready if you do not wish to leave your bags at the SandyBlue office.
Access and Keys for the Property
Your final departure information will be sent to you generally 14 days before arrival this email will have information about how to access the property & we will request that you save it to your mobile device, and also print off driving directions and access codes.
On arrival at the property the keys can typically be obtained from the key safe which is located at the entrance of the property or maybe key collection at a Reception Desk / Office. On your final day return the keys to the key safe, and leave additional keys on the dining table or return the keys to Reception services.
If you lose any of the keys you have been provided the cost of the replacement will be deducted from the security deposit. Replacement costs also include alarm remotes, gates & garage fobs or auto remote controllers for access to the property.
During your holiday you are responsible for ensuring you lock up the property when you go out, including the use of locks and alarms as provided and that you have your keys with you to be able to get back in.
If you accidentally forget to take your keys with you and you have not left your emergency access key in the key safe so you can access a key (on properties that have a key safe). You will be responsible for the ‘call-out’ charge to unlock the property. Every call-out to open the property that you have locked yourself out of will incur a minimum fee of €75 per assistance. Call-outs will deduct from the security deposit.
Some locks may require a locksmith to open and the cost of this is the responsibility of the tenant and will be paid directly to the locksmith or deducted from your security deposit.
Some sliding patio doors also have ‘auto’ locks when you slide them into closed position – they will lock automatically. Same for front doors – many of our properties have a dead-lock that if you leave the key in the back of the door you will not be able to get back in the property. When you arrive take time to walk around the property and take note of the type of locks in the property.
- The rental accommodation is reserved exclusively for the people named on the reservation confirmation and no other persons are permitted to stay at the accommodation unless this has been agreed with us 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 SandyBlue staff, accommodation supplier or other person in authority.
- You and all members of your party also agree not to use the property for any illegal or commercial purpose, including subletting of the property.
- We will only provide bedding and towels equal to the number of confirmed guest names on the contract. Any additional bedding or towels must be confirmed and agreed on the booking. There is an additional cost for extra bedding and towels.
- All Properties are non-smoking. Smoking is not permitted in any property. Any breach of this condition will entitle SandyBlue 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 any property. Some resorts offer accommodation with pets but only with written confirmed agreement with the reservation.
- The rental 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 SandyBlue 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 us and we will try to replace as soon as possible. Please note that machines that stop working may require the 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.
- Guests are requested not to use 'fake tan' whilst in the properties. '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 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 us immediately.
- On departure you agree to complete the following before departing the property: accommodation in a reasonably clean condition, wash and dry up any used kitchen items and return to the cupboards, 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.
All our Properties are Self-Catering
In the local area there are several supermarkets including: Apolonia, Pingo Doce, Lidl, Aldi, AliSuper, Jaffers, Mini Preco and some smaller localised shops. Apolonia and Continente offer a shopping delivery service. You can read more about this on their websites. www.apolonia.pt and www.continente.pt
Safety deposit boxes
Please note that safes are not provided in all properties and should you require a property with this facility please ask our Reservation Administrators at the time of booking.
Maid and Property Services
During your stay it is necessary for the maintenance team, pool team & gardeners to carry out their duties at the rental property, 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 our properties to a high standard.
Please read this link to understand what generally will be the maid services provided to you on holiday: SandyBlue What To Expect From Your Maid Service [pdf]
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 the property there is nothing else that we can do but communicate to you of the situation.
Note that all properties are allocated a ‘volume’ of electricity by EDP this varies from property to property. Generally, we have requested and upgraded all our electric circuits to the maximum voltage 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 are on at once.
If you have too many gadgets – including air conditioning, tv, oven, ipads, mobile phones, laptops, hob, entertainment system, washing machine, hairdryer, 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. Properties vary and there will be additional instructions in the information manual for the property or contact the Property Manager if you cannot reset the fuse box.
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 mains sewerage.
You may put toilet paper in the toilets in most of our properties (except for some villas which will be advised). 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.
The boilers in the properties are generally electrical immersion heaters and are of sufficient size for the capacity of guests we allow to stay in the property. Some properties have gas boilers and these will either be fed from ‘bottled gas’ which of course can run out (or main feed – only available in larger resorts) generally in the outhouse of the property there will be another bottle and you can change the regulator over to the new bottle.
If you overfill a bath or take a shower for a long time, you may find that the hot water runs 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.
There is no door to door rubbish collection. You will have to take your own rubbish on a daily basis to communal bins. Large dumpster-style bins will be located on roadsides and in resort developments there are recycling points to dispose of your rubbish.
Summer Air conditioning
We ask that you do not leave air conditioning units on when you are not in the property. 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
When accommodation is equipped with air conditioning or heating system this will be detailed accordingly. 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.
Please note that the majority of our properties are not equipped with any form of heating facilities, however where available, it will be indicated in the description and these objects will be the only heating available.
In some properties there is an extra charge for the use of air conditioning/heating systems and this charge will be on the website information for each individual property.
When a property has a wood-burning fireplace 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 the property will be cold on your return and will take a long time to get warm again.
We recommend that you leave the oil heaters (when provided or if you have paid the hire) at least on low all the time to maintain the warmth. The air conditioning is also reverse cycle – which means that it can heat the rooms.
Assistance while on Holiday
When you are on holiday we intend to respect your privacy. Our office is based in Almancil if you want to pop in and meet us. Our team are available to help via [email protected]
An emergency is defined 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 we will respond to you during normal business hours.
All serious emergencies – please dial 112 for Fire / Police or Ambulance
In certain resorts, especially those closest to the airport, it is not uncommon to experience aircraft noise. This may be more noticeable during peak season due to the increase in flights.
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.
Extra items for babies and toddlers
Please read this link for the available extras we can provide: SandyBlue Extras Information [pdf]
If after your arrival you would like any additional extras for your holiday. We can organise this, subject to availability and delivery charge.
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 your property, to avoid any difficulties.
Please ensure all personal possessions are packed when departing your holiday property. Whilst we will endeavour to assist when items are left, 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.
If your travel requires a visa – and you require additional supporting documentation from us there is an administration charge of a minimum €50 per person per document for the additional supporting paperwork for your visa application.
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 you photocopy or, save on your phone, your important documents/credit card (face only) 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 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.
Pools, Garden and General Maintenance – Third-Party Suppliers
All our properties are maintained by the staff that have access to the property. Gardens have to be maintained on a weekly basis. Pools are normally checked and cleaned twice a week and this is normally carried out early in the morning. Pools require salt and chlorine to keep them 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.
Please read this document about swimming pools: SandyBlue Essential Information Swimming Pools [pdf]
Resorts – Third-Party Supplier
Although every effort is made to ensure the information contained within the various resort details is correct, this information has been provided by the specific resorts and therefore SandyBlue Lda cannot take responsibility for its accuracy. All the facilities listed are provided by the resort, and the management of the resort is responsible for the quality and provision of facilities, services and staff. Unfortunately, some facilities may not be available at certain times of the year, or at times when maintenance work is required or events are being held. In addition, local charges apply for resort facilities.
Airport / Taxi Transfers - Third Party Suppliers
Unless specifically included on the booking form, no transfers are included in the cost of the holiday accommodation. We can organise airport transfers for you at an additional cost. You can be transferred to any destination from the airport upon arrival, but not the rental property. Access to the property is only after 4pm.
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 and SandyBlue 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 SandyBlue Lda. All complaints with the services of Third Party Suppliers should be directed to the supplier not SandyBlue.
Some facilities, activities and excursions could involve an element of risk and are not controlled by SandyBlue Lda. If you wish to participate, purchase or make use of any optional activities, facilities or excursions SandyBlue Lda 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 in our properties. In Portugal, it is not uncommon that it can take several attempts to ‘dial out’ of the country. If this happens just keep trying.
TV system – Third-party Supplier
All SandyBlue properties have a great selection of TV channels available but the service does vary from property to property. The Property Information Guide in each property has detailed information on how to use the entertainment system(s) available.
Internet - Third Party Supplier
Please read this document about the internet: SandyBlue Essential Information Internet [pdf]
Car Hire – Third-Party Supplier
We can organise car hire for you. The terms and conditions of the car rental is with the provider not SandyBlue Lda.
You will need a credit card, a full driving licence which has been held for at least one year. All drivers must have a licence. If you hold a photo-card licence 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 your 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 we can provide 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.
Safe Working Environment
SandyBlue accepts the responsibility under the regulatory framework of Portuguese law for the provision of a safe working environment for our staff.
All SandyBlue employees and SandyBlue service providers should be entitled to perform their duties free from the threat of overt stress, harassment, intimidation or physical violence.
SandyBlue 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 accordance with our service provision policies and will look to rectify any issue which we believe needs rectifying in a realistic timeframe.
We make every effort to ensure that the information and photography contained on our 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 endeavour 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.