1. How do I book a room?

In order to book one of our rooms, you need to fill in the “book” form on the website and our team will then reach out to you to finalize the booking details.

2. What are the booking details?

In order to finalize the booking, you will be asked for a copy of your ID, the booking fee (50% of one month’s rent), the first month’s rent and the signed agreement. If it’s necessary any other documents or payments they will be presented on the booking process.

3. How much is the deposit and when is it returned?

The deposit depends on each property and on each room and it can be requested on the reservation or on the check-in day. It will be returned within 1 month after the end of the agreement, upon previous check that all is in order in your room.

4. What payment methods are accepted?

At the moment we accept payments by bank transfer or in cash. Other payment methods may be reviewed upon request. 

5. Can I visit the apartment?

We encourage you to do so. You just need to reach out to us by filling in our form and we will contact you to confirm the visit.

6. What can I do if I am not in Lisbon yet and would like to visit the apartment?

There’s a solution for everything and this is no exception. You can either make a video call with our team and we walk you through the apartment or if you already have a friend or someone you know in town, that person can come by to help you choose. 

7. Can you pick me up at the airport?

Unfortunately we don’t have that service available. This is because we wouldn’t have a competitive price compared to a cab, an Uber or public transportation.

8. Can you assist me with my visa?

Yes, as long as you have already booked one of our rooms we can provide you a proof of booking that you can then present to the Embassy. 

9. What is the minimum stay at Coolivin?

During the academic year – September to June – we don’t usually accept any period of stay shorter than 30 days. During the Summer months – July and August – we tend to accept shorter stays. Please contact our team for further information.

10. Can I cancel my booking without any penalty?

Unfortunately not. In case you want to cancel your booking you must send us a justification for the cancellation. If valid, and your move in date is:

1. More than 60 days: 50% refundable
2. Between 60 and 30 days: 20% refundable
3. Less than 30 days: no refund

11. Can I change to another Coolivin house before the end of my stay?

Unfortunately you can’t.

12. Can I change to another Coolivin house after the end of my stay?

Of course you can. Your deposit would be migrated to the new apartment to be hassle-free. 

13. Will I sign an agreement?

Yes, you will. You will be presented with an accommodation agreement in English or Portuguese.

14. Can I read the agreement beforehand?

Yes, of course. You can read the agreement before making a decision. Our team will be always available to clarify all your questions.

15. Are there any house rules?

Yes, there are. Usually, attached to the accommodation agreement, you will find all the rules of the apartment you must follow throughout your stay. 

16. Can I move out prior to the end of the agreement with no penalties?

Unfortunately you can’t. The agreement must be fulfilled from the beginning until the end. In case you move out prematurely, you will have to comply with the obligations stipulated in the accommodation agreement regarding early departure.

17. Are the utilities included in the rent?

In the properties you can find on the “Our Properties” tab, the utilities are not included. The utility bills (water, gas, electricity and TV/Wi-Fi services) shall account for 35€ per month per person, plus 10€ per month per person for the weekly cleaning of the apartment. In the other properties the utilities can be included or not.

18. When is the rent due?

The rent is due on the last day of each previous month. In case you prefer to pay in cash, one of the property managers will come by the apartment to collect the rent.

19. Do you issue rent receipts?

Yes, we do. By default, our accountant issues a monthly receipt as an accommodation provider with your name, full address of the apartment and your taxpayer identification number. These rent receipts are usually sent by email, every month, after we receive the rent. 

20. How much do I have to pay if I move in the middle of the month?

Our stays are fortnightly which means that no stay shorter than 15 days is considered to rent adjustments. For example, if you move in on the 13th you pay the full month rent and if you move in from the 15th you only pay half of it.

21. How does the check in process work?

After you make the booking, you will be given the contact of the property manager in charge of running your new home. As soon as you know your arrival time in Lisbon, you must communicate it to the property manager. 

22. What kind of roommates should I expect?

Our residents are mostly young professionals and students between 18 and 35 years old.

23. Can I invite someone to sleep over?

Yes, you can. We are flexible with the overnight guests policy as long as it doesn’t turn into a common practice and your roommates aren’t bothered. 

24. Are pets allowed?

Unfortunately not. We have a no-pet policy. 

25. Who can I contact if I have a problem?

Upon having moved in, you will be added to a WhatsApp group with all your roommates and one of our property managers who will help you with issues you might have. 

26. Can I check in at late hours or on weekends?

Yes, you can. Nowadays everything is possible so even if our team is unavailable we will make sure your check in goes smoothly. 

27. How does the check out process work?

As soon as you know your departure time of the house, you must communicate it to the property manager, preferably with one week notice or, at the very least, 72 hours. 

28. Can I check out at late hours?

Usually the latest time for check out is at 12pm – midday. However, if there is not anyone moving in on the day you’re leaving, you may check out later. 

29. Do the apartments have a storage room for my suitcase(s)?

Some do and some don’t, it really depends on the apartment itself. The property manager will be able to shed light on this. 

30. What are your opening hours?

Our team is available to accommodate all your requests from 9am to 6pm on weekdays.