Cancellation Policy
Methods and procedures for changing and canceling orders made through the A Ponte website
Order change:
A change to an order cannot be made directly on the website. A customer who has placed an order and wishes to change it, will do so via
e-mail or telephone directly and provided that the change is not made during the days that require cancellation fees and by the following means,
Email for support:
Phone for inquiries: +351 922 253 337
Order cancellation policy:
Cancellation of an order will be carried out subject to the provisions of the Consumer Protection Law 5741-1981 (hereinafter: the “Consumer Protection Law”) and the regulations established by virtue thereof, after the customer has placed an order through the website’s order system, and after receiving A Ponte’s confirmation of the terms of the transaction.
It is clarified that any cancellation of an order must be made in writing by sending an e-mail to:
or the written confirmation of the telephone representative at the customer’s request by calling the order center at: +351 922 253 337.
1. A guest who cancels Reservations made from the moment of booking until one week before arrival will not be charged a cancellation fee. A guest who cancels their reservation 7 days or less before the date of accommodation will be charged 50% of the total reservation value. A guest who cancels their reservation 24 hours or less before the date of accommodation will be charged 100% of the total reservation value.
2. If a guest has made a reservation and has not arrived at the hotel without a cancellation notice, the guest will be charged 100% of the cost of the first night.
3. July-August, holidays and special events:
A guest who cancels their reservation from the moment of booking until 14 business days before arrival will not be charged a cancellation fee. A guest who cancels their reservation 7 days or less before the date of accommodation will be charged 50% of the total reservation value. A guest who cancels their reservation 24 hours or less before the date of accommodation will be charged 100% of the total reservation value.
Cancellation methods:
A cancellation notice can be given in any of the following ways:
A. Verbally – by phone at +351 922 253 337 or by verbal message at the place of business,
B. By e-mail:
For further questions/requests/inquiries, please leave a message in ‘Contact Us’ or call our reservation center at +351 922 253 337 and we will get back to you as soon as possible.