Frequently Asked Questions

For the maximum flexibility of our guests, we offer a convenient online check-in and check-out service.

Alternatively, you are always welcome to check in at our 24-hour reception upon arrival. 

Your electronic access key cards can be collected at reception upon arrival. 

Check-in starts at 15:00. 

We do not offer early check-in. However, if your room or apartment is ready when you arrive, you will be welcome to check in earlier.

Regular check-out is at 12:00.

It is possible to request a late check-out until 14:00.

Sure! Before check-in and after check-out, you can leave your luggage at no extra cost.

A link to access the check-in process online will be sent to you via email. 

You can also access our web app that will grant you access to: online check-in and check-out, access to a digital key for the room, in-room service requests, access to events, hotspots and more.

Our change or cancellation terms vary per type of booking, but many of our rates are fully cancellable when you book on our website. Please refer to the T&Cs displayed during the booking process and in your confirmation email. 

If you have made a booking and want to talk to someone about changing or cancelling it, just reply to your confirmation email or message to connect with one of the team members. 

Bookings made through an Online Travel Agency (OTA) such as Booking.com or Expedia might have different cancellation policies, and you might have to contact them directly.

No animals are allowed at the premises except for guide dogs.

We do not have car parking available at Haws Lisbon. However, we can provide you with some options nearby. Contact our reception team for details. 

We do offer bike and scooter parking areas within Haws Lisbon.

Yes, if the occupancy limit of your room or apartment allows it. Extra fees may apply. 

Haws is completely cash free. You can pay with credit cards, gift cards, prepaid cards, such as Visa, MasterCard, Discover, American Express, JCB, iDeal, Diners Club and China Union Pay, and Apple Pay. 

By subway:

If you'd like to reach us by public transportation, the easiest way is to take the subway. 

At the airport, you will find a station, take the red line towards São Sebastião station. Exit at Alameda station and take the green line towards Cais do Sodré station. Exit at Intendente station. 

Once you exit the subway station, you will be in Av. Almirante Reis. Face south and find R. Andrade, which should now be on your left side. Go up R. Andrade and you will see Haws building!
 

By bus:

If you'd prefer, you could also reach us by bus. At the airport you will find a bus station. Catch the bus 705 towards Roma-Areeiro. Ride for 7 stops and exit in Areeiro-Av. Almirante Gago Coutinho. Here you will have to catch the subway, get into the green line towards Cais do Sodré station and exit at Intendente station. 

Once you exit the subway station, you will be in Av. Almirante Reis, here you should face south and find R. Andrade, which should now be on your left side. Go up R. Andrade and you will see Haws building!

You can request an invoice once your booking has been fully paid. Request your invoice at reception or online via email to the reception of your hotel. 

Once your booking has been paid, you will receive an email, a WhatsApp or an SMS stating that your balance has been settled. 

You can always refer to one of our team members via email.

Please refer to the T&Cs displayed during the booking process and in your confirmation email. 

General T&Cs can be found on our website: www.stayhaws.com/terms&conditions

Once you are charged and have your email confirmation, you won’t need to do anything else. See you soon!

Yes. Unless otherwise stated, the charges only cover the accommodation. 

Upon arrival, you will have to pay for the local city tax and any other services that might have been requested beyond accommodation.

No, unless otherwise stated on your booking, meals are not included in any booking. 

Our units feature large double beds, individual beds and sofa beds. 

You can choose the type of the apartment that features one type of bed in particular. 

However, you can not choose to change the bed arrangement within a particular apartment.

Once a booking has been successfully cancelled, you can expect to be fully refunded within the next 24 to 48 hours.

It is possible that when creating a booking, availability changes and your reservation can be declined. It is possible that the failure of payment could lead to cancellation if payment requests are unsuccessful. If you would like more information on this subject, you can contact our team members. 

Depending on the chosen rate at the moment of the booking creation, cancellation fees might apply. Flexible reservations can be cancelled up to 48 hours before arrival and before midday local time. Non-refundable rates can be cancelled without a fee within 2 hours after the booking creation. 

If your reservation is cancelled, you will be notified by email.

You can see the cancellation policy on our General Terms at www.stayhaws.com/terms&conditions

It is possible that the email confirmation is mistakenly sent to the spam/junk folder of your inbox. If you have not received your email confirmation after several minutes, please reach out to our team members using your preferred means of communication.

Yes. If you need us to resend your confirmation email, you can reach out to our team members.

It is possible that the email confirmation is mistakenly sent to the spam/junk folder of your inbox. If you still can’t find the email, you can reach out to our team.

This procedure should take only one or two minutes. It is possible that it takes a bit longer, as different systems have to be checked. We recommend verifying your spam/junk folder, as it can be sent there by mistake. If after several minutes you still haven’t received your email confirmation, please reach out to our team members.

If after several minutes you still haven’t received your email confirmation, please reach out to our team members.

Sometimes bookings are created with the wrong guest name, or it is also possible that you receive a booking number from a travel agency that isn’t ours. We will do our best to find your reservation through all means possible. 

If the property is overbooked, Haws will provide you with an accommodation equivalent to the one you booked. 

On your booking confirmation, you will receive a link which will direct you to Oaky, where you will be able to choose from all our extra services. If you do not find the service you want, or you prefer to contact us, you can always reach out to our team members who will be able to help you with this. 

Our reception is open 24 hours, if you arrive late there will be someone to assist you. 

To request a late check-out, you can ask us directly at reception or through any other communication tool. We advise you to request this service in advance of the regular check-out time, this way our teams will not disturb you.

Haws does not provide an early check-in service.

You can access all information about our property on our website or through the reservation website you used, like Booking.com. If you’d prefer, you can also speak to one of our team members. We’ll be glad to help you and tell you everything about Haws! 

Yes, you can reach out to our team, and we will gladly help you change guest details. In case ID has already been provided, and you have already checked in, the new guest will need to provide their ID details and check in too.

Cots adapted for 0-3 years are available upon request, for free, but please note that this is subject to the maximum occupancy number allowed for the option you choose. Please check your selected option for more information.

All cots are subject to availability.

Haws has rooms/apartments adapted for people with reduced mobility. This can be subject to availability.

On the booking platform chosen by you, you will find a full description of the different accommodation options. If you are around and would like to visit before booking, we will gladly show it to you if availability allows it.

When booking a stay with Haws, a deposit is not required. On the other hand, you will be requested to provide a valid payment method when you are making your reservation.

All our apartments are equipped as well with a washing machine and ironing set that clients can use during their stay. Our staff will also be available to help you with an external company that can do it for you. Reach out to us, we are here to help. 

Yes, all our apartments are equipped with both a washing machine and an ironing set.

Haws works with partner shuttle companies that provide this service. To book it, please reach out to us by using your preferred communication tool, and we will book it for you. This service has a fee and is subject to availability. A confirmation email will be sent once confirmed.

You will be able to book up to 30 days online. If you would like to stay with us longer, please reach out to us directly, as different conditions and requirements apply.

Yes, you will be able to receive your mail in the apartment. 

If you forgot an item in the apartment, reach out to us and if we find it, we will help you retrieve it! 

Apartments will be cleaned daily unless requested otherwise. 

Additional cleaning can be requested, but this service is not available before midday or after 17:00 local time. An extra fee might apply.

Yes, an extra fee might apply.

Yes, but this will be subject to availability on the extension date. 

Smoking is not allowed in the apartments. 

Haws does not authorize any operation of audiovisual, photo-taking recording, any photograph in the premises and outbuildings of the Property, including in rooms in view of their commercial, promotional, advertising uses, media relations or public relations, website illustration, etc., and more generally any collective use, or use likely to involve the public.

For more information please refer to our General Terms www.stayhaws.com/terms&conditions

Our apartments are equipped with smart TVs that allow you to connect to your preferred streaming platform account. We have all local channels, international news channels and more!

Haws can be reachable by email, landline number, SMS, WhatsApp and Messenger. 

Haws kitchens are equipped with dishwasher, microwave, washing machine, induction cooker, electric oven, capsule electric coffee maker and kettle. 

Moreover, upon arrival, you will find a welcome pack with the necessary items, like soap for the dishwasher, manual dish soap, soap for the washing machine and others.

Kitchens are equipped with capsule electric coffee makers.

Haws apartments are equipped with a drying rack that you can use to dry your clothes. If you’d prefer, there is a self-service laundry shop just across the street where you’ll find options to dry your clothes.

We do not provide a specific smoking area in the building, but you can use our terrace for this purpose.

You can communicate with our reception staff by email, WhatsApp or Messenger. You can also call us on +351 215963779. We are here to help!