Frequently Asked Questions
We pay attention to your questions. So here you can find some of our most frequently answers. If you didn’t find what you were looking for, feel free to contact us.
1. Booking and Payment Conditions
How can I book an apartment?
First, you have to choose one of the properties available on our website. Set the check-in, check-out and number of guests and click on the “Book Now” button.
After that, you just have to wait for our confirmation – this process won’t take more than a few minutes. When it’s done, you will receive a message in your “My Reservations” page so you can check the invoice and pay (you will be asked to pay only 20% of the total price – the remaining will be paid upon check-in).
You will be directed to the Paypal page to fill out your credit card details and pay the booking securely.
And that’s it! Within 24 hours you will receive en email with your booking details and instructions to follow on the day of your arrival. You will also receive the address of your apartment and the phone number of the person responsible for your stay.
Upon your arrival, we will be available to you 24 hours a day.
How do I pay for my booking?
Upon booking, you can pay for the 20% reservation fee by Paypal. The remaining amount must be paid by bank transfer (prior to check-in date) or in cash in Euros upon arrival directly to the property manager (Note: daily cash withdrawal limits at cash-points are 400€).
I didn't received the confirmation email. What should I do?
Check if the e-mail isn’t in your spam folder. If it isn’t, please contact us.
Why do I pay a refundable damage deposit?
Accidents can happen. That’s why there must be a compensation in case of any property damage caused during your stay.
To ensure that everything’s ok, we must verify the property at check-out. In case of damage, the damage deposit may be kept partially or fully.
When will I get the damage deposit back?
Once we’ve inspected the apartment, we will return your damage deposit in cash or bank transfer, depending on how you paid it on the day of your arrival.
2. Booking Changes and Cancellation Policy
Can I add extra people to my booking?
As long as it doesn’t exceed the property’s limit, yes you can. You must contact our customer service, so we can update your booking.
Please be aware that some apartments provide sofa-beds instead of regular beds to fit the total amount permitted.
How can I add extra night(s) to my booking?
Please contact us, so we can check if the apartment is available for the night(s) in question. If so, we will update your booking and confirm the new total price of your stay. To make it official, you will have to pay the additional reservation fee for the extra night(s).
I want to cancel one night (or more). What can I do?
If you still meet the minimum number of nights required for your stay, you may cancel one or more night by contacting our customer service team.
Bear in mind that the reservation fee for your original booking is stricly non-refundable, so although we will make the necessary changes to the price of your stay, we will not return the proportional part of the reservation fee.
What is BnBird's cancellation policy?
- More than 7 days before check-in date: The initial deposit will be fully refunded.
- 7 days or less before check-in date: 50% of the total booking is charged.
- Cancellation on the check-in date or not showing: the total booking will be charged.
3. Check-In and Check-Out
What time can I check-in?
Unless nothing else has been agreed or is stated on the booking voucher, the check-in must take place between 14h00 and 22h00. The check-in after 22h00 is subject to the payment of a 25€ fee.
How can I find the apartment?
After we get the reservation fee, we will send you a confirmation e-mail with the full address of your apartment.
If you require our transfer service, our driver will also know the apartment address.
How do I get the apartment's keys?
One set of keys will be given to you by our Guest Relations at the time of the check-in.
Please pay attention to our key loss policy at the apartment rules guide.
What time can I check-out?
Check-out must take place on the last day of the rental period before 11h00.
A later check-out between 11h00 and 17h00 is possible if the property is available, but it’s subject to a payment of a 25€ fee.
Where can I leave my luggage before checking in or after checking out?
Unfortunately we don’t have room to accommodate your luggage in our office.
However there are a few luggage lockers in the Lisbon, like at the Rossio metro station and at Lisbon Luggage Storage in Cais do Sodré.
4. At the Apartment
What items will I find inside the apartment?
It all depends on the apartment you’ve booked. In general, you’ll find everything you need when you first arrive: washing-up liquid, scouring pads, toilet paper, etc. We provide only the first supplies. All additional supplies should be managed by the guest.
What appliances will I find inside the apartment?
It all depends on the apartment you’ve booked. Please check all the apartment features before you book.
The kitchen will be equipped with all the necessary utensils you’ll need to cook and eat (pots, pans, plates, glasses, etc.)
Is there free internet in the apartment?
Almost all our apartments have a free internet connection, however you should check it before in the property features.
We will also have available a paid portable wi-fi connection so you can post your pictures right on the spot. Please check our services page for more information.
Are towels and sheets provided?
Yes, you will find towels and sheets in all our properties.
Can I request a cot or high chair for my baby?
Yes, you can. But you must request it in advance, so we can ensure that it will be available at the time of your arrival.
I found something missing or broken. What should I do?
Please call your Guest Relations as soon as you find it, so we can replace any missing or broken items as quickly as possible.
Should I clean the apartment before I leave?
No, you don’t have to clean the apartment, but we do ask you leave it as neat and tidy as possible.
What if I don't like the apartment?
All our apartments are exactly as described in our website – that’s crucial to our business and that’s something we are really proud about. The apartment you booked was reserved and prepared specially for you, so if we move you to a different apartment, we’d have to pay the owner a compensation for cancelling your booking. So, if you don’t have a valid reason to change the apartment, we’d have to cancel your booking and make a new one, in which case we wouldn’t return any of the money you’d pay.
If, however, you do have a valid reason, please call your Guest Relations and we will do everything possible to solve the problem.