Send us your completed reservation form when you´ve decided which apartment you prefer for your self-catering holiday in Porto. You will receive our response in under 24 hours. It is very important to add info@massarelos.com to your email address list to ensure that you receive our reply.

We will send you a pro-forma reservation with instructions on how to assure your reservation. Once the reservation has been guaranteed, we will send you confirmation of the reservation and instructions on how to find us.

If you prefer, you can make your reservation directly on our booking engine, to be found on all apartments.

Massarelos House is a complex of 15 comfortable, self-catering holiday apartments located in Porto, in a unique building that is the result of the refurbishment and unification of four historic edifices and a garden in the Massarelos district, between the River Douro and the Palácio de Cristal gardens. The refurbishment was carried out by Nuno Sottomayor with influences from the traditional architecture of Porto, with tiled ´azulejo` and slate façades, wooden flooring, windows and blinds with the typical skylight above the stairs. The entire complex has views over the gardens and the tranquil courtyard gardens that illuminate the interior. The process was completed in April 2021, resulting in a charming place for enjoyment and relaxation in Porto.

In case of problems with any of the facilities during your stay, please let us know as soon as possible on 00351 91 xxx, and we will try to resolve it as quickly as possible. If we need access to the apartment that you are occupying during your stay for maintenance or repairs, we will get in touch with you on your contact number beforehand.

Massarelos House has a number of common areas for the use of guests, including the entrance pergola, reception, the stairs, the salon on the way to the gardens, the gardens, the covered terrace and the roof-top viewing point, all of which are places for the enjoyment of the building and exterior views.

We request that you observe the rules of courtesy and respect for other guests by not making excessive noise and keeping mobile phones and other technological devices on silent.

If any problems arise in the outside zones or you find any defects, please inform us as soon as possible on 00351 91 xxx xxx, and we will try to find a solution as quickly as possible.

A maintenance clean of your holiday apartment will be carried out every day between the hours of 1200 and 1600. This service does not include a change of bedding or towels. Once a week, we will carry out a deep clean and change the bedding and the towels in case of stays in excess of 7 days. If you need additional cleaning or a change of bedding, please inform us at check-in since these services are charged separately and the charge varies according to the number of guests in the apartment. The apartments are taken over in a high state of cleanliness and should be left in a similarly reasonable state of cleanliness at check-out. You do not need to concern yourself with cleaning – we´ll take care of it.

Every day, during the cleaning period, we will leave breakfast for the following day in your apartment. There is always a supply of coffee, tea, sugar, cereals, hot chocolate, salt, pepper and virgin olive oil in the apartments. We will deliver yogurt with fresh fruit, butter and homemade jam, fruit juices, milk, homemade bread from our bakery and savoury products such as cheese, ham etc.. to your apartment every day. Each day between 0800 – 0830, we will leave a bag of freshly baked bread at the door to your apartment so that you can start the day with a hearty breakfast on your vacations in Porto. If you need something in particular or you have any allergies, please let us know so that we can adapt your breakfast ingredients to your needs.

All of our holiday apartments in Porto are equipped with a washing/dryer machine. In the drawer in the kitchen you will find the respective instructions for the machine. You will also find detergent underneath the dishwasher. If you have any problems using the equipment, please let us know. If the washing machine in your apartment has a problem and you need to wash clothing, you can bring them to our offices and we will happily show you where in the building it can be washed.

We are always available to help during your stay. Just call 00351 91 XXXX XXX if you need help. If it is urgent, please do not send an SMS, call us to ensure a prompt response.

All of the holiday apartments in the building have Wi-Fi access. you will find that there are several networks available; just select the one that bears the name of your holiday apartment – “AP-1A”, AP-3B”… all of them have the same password which will be provided to you at check-in. If you have any difficulties in using it, let us know on 00351 91 XXXX XXX.

We love animals. You can bring your dog or cat with you on vacation if you advise us when you make your booking so that you can spend a weekend in Porto with the whole family. An additional cleaning charge of 100€ is made, due to the amount of the bond being increased by 250€ and which will be reimbursed at check-out after verification of the state of the apartment.

We are in favour of a television-free world, but we appreciate that lots of people do not share our philosophy. Therefore, all of our holiday rental apartments have a television connection, although televisions are not permanently installed. If you would like your holiday apartment in Porto to have a television set, please advise us when you make your booking and you will find that it has been installed in your apartment when you arrive. There is no further charge for this service.

We need to know the time of your arrival at least 2 days in advance. We do not have check-in and check-out times, although in general, apartments should be ready for occupation at 1600h and should be vacated by 1200h. We are quite flexible in this area and therefore, if you expect to arrive before 1600h or leave after 1200h, dependent on the time of your departure, we will make every effort to adapt to your needs and make your self-catering holiday in Portugal all the more pleasant.

Very early arrivals (between 0700h and 0800h) or very late ones (between 2100h and 0100h) will incur an additional charge of 25€. We are unable to deal with check-ins between 0100h and 0700h.

Only those guests included in the booking will have the right to stay in the holiday apartment.

In the course of the check-in procedure, we need to verify the identification documents or passports of all of the people occupying the apartment. The person making the booking of accommodation in Porto should sign a document on arrival that shows the dates, price and conditions of the reservation. This person will be responsible for the holiday apartment during time booked. Should any of the rules indicated not be complied with, Massarelos House reserves the right to expel the guests from the apartment, the customer losing the right to any compensation. The presence of an adult (over 18 years of age) is obligatory during the period reserved.

In order to confirm the booking of the rental of a holiday apartment in Porto, a non-returnable deposit should be made of 20% of the total cost of the reservation.

Please bear in mind that your reservation is not guaranteed until we receive payment of the 20% deposit and until you have received confirmation of your booking from Massarelos House. Said deposit will not be reimbursed in case of cancelation.

The remainder of the charge should be paid at check-in, when you will receive the keys to your holiday apartment. We accept cash or credit/debit cards (Visa and Mastercard).

A security deposit should be paid at check-in. The same is between 200 and 500€, dependent on the number of guests and the number of nights and will be reimbursed at check-out after verification that the apartment is in good condition.

The payment includes the rental of the apartment in a clean condition, furnished, with bedding and bathroom towels, lighting, gas, water, Wi-Fi and TV set (when requested), daily cleaning and the supply of fresh products on a daily basis for breakfast so that you can enjoy your self-catering holidays in Porto.

Please send an e-mail to info@massareloshouse.com if you wish to change the dates of your booking. We can only accept changes received by e-mail. We are unable to accept changes to booking dates made by telephone.

Any changes to the dates of a booking depend on the availability of the holiday apartment reserved. For changes requested to the dates of a booking 30 days or more before arrival date, we will retain the deposit previously made and send out a new confirmation. Changes requested with less than 30 days’ notice will incur a penalty of 50€ of the deposit made to guarantee the booking and a new pro-forma booking will be issued, showing the total sum to be transferred to guarantee the new dates. Any changes requested with less than 7 days’ notice will be subject to the loss of the deposit effected.

You will receive a copy of all of the keys necessary to access your holiday apartment in Porto. Loss of the keys will lead to the loss of the bond paid at check-in.

We hope that you will treat the apartment and its respective fittings and fixtures with care. All rules specific to the use of the apartment and its fixtures and fittings should be observed during the period of the booking. If any problems, damage or fault arise, you should inform us immediately by calling 00351 91 XXXX XXXX, so that we can carry out the repair immediately. Guests are not authorised to sublet or loan the apartment to anyone. You are also expected to respect other guests and residents during your self-catering holidays in Porto. Since none of the apartments are fully soundproofed – we all expect a certain amount of noise from our neighbours – please try not to make too much noise, especially at night or early in the morning. Any parties, loud music or noise that might disturb other guests is STRICTLY PROHIBITED.

The person signing the booking contract (or customer) will be responsible for ensuring that their guests conduct themselves appropriately. Should this person or their guests fail to conduct themselves appropriately, Massarelos House reserves the right to expel the guests and their company from the apartment, any right to complain or to compensation being forfeited.

Neither Massarelos House nor the proprietor of the building will be liable for any direct or indirect damage that may occur in the apartment during the booking period, including personal damage or injury caused due to fire, theft or criminal behaviour. Neither Massarelos House nor the proprietor of the building will be liable for any problems related to the supply of power, water, gas, access to the internet or television but please inform us immediately on 00351 91 xxxx xxx should any of these problems arise so that we can deal with them as soon as possible.

If any of the rules indicated are not observed, Massarelos House reserves the right to expel the guests and their company from the apartment, the customer forfeiting the right to any compensation.

When you reserve one of these holiday rentals in Porto through Massarelos House, you accept and observe these terms and conditions. You are requested to sign a copy of these conditions at check-in together with the information for your booking.

We are grateful for your collaboration in these matters and hope that you understand that they are necessary.

We hope that you enjoy your self-catering holidays with us and that Massarelos House becomes your home away from home in Porto.