LD Apartments FAQ

Family run business we love Lisbon and like to share this fascinating city and its surrounding area. Lisbon is your oyster with the choice to stay in unique apartments (up to 8 pax) in typical but distinctive Portuguese neighbourhoods.
When renovating and refurbishing the flats, we always have our guests in mind. We try to put us in your shoes and travel needs to give you the best Lisbon experience before, throughout and after your stay :)
That's why we keep original Portuguese features and created as much comfort as possible to get everyone ready in time for sightseeing and big nights outs in Lisboa.

If you prefer meals at home enjoy the fully fitted kitchen and socialize with everyone else in the living room. Depending of the flat the balcony(ies) or terrace invite you to relax, mingle and enjoy some drinks watching Lisbon life pass by.

Check-in is normally at 3pm and Check-out at 11 am in person at the apartment. At Check-in you will receive two keys for access to the apartment and an introduction to the city, activities and your neighbourhood.

If we do not have guests leaving or arriving on the same day, you are welcome to check in and out before and after these times.

Please also note that we charge a security deposit of EUR 200 upon booking. This amount will be refunded within 48 hours of Check-out if there is no damage to the apartment.

HIgh quality cotton sheets, duvets, towels and final cleaning are included in your stay.
Each apartment is fully furnished and has complimentary wi-fi and TV. We also have some games and books for your stay. At check-in you will receive two keys for access to the apartment.

Amenities
43" or 50’’ HD Smart TV
Electric towel heaters
Aircon or portable hot&cold system (*)
Iron and ironing board
2 x Hairdryers
1x Baby highchair, 2x Baby cots (please let us know if your require one in advance)
Main Kitchen Equipment
Coffee machine
Kettle
Fridge and freezer
Induction hotplate
Electric Oven, Microwave/Oven (*)
Dishwasher
Washing machine
Kitchen utensils
(*) depending of the apartment

If you cancel more than one week prior to check in, you’ll get a 50% refund of your nightly rates and also the full Cleaning Fee. If you need to cancel within one week of your trip, your payment is non-refundable.

PRIVACY POLICY INTRODUCTION

LD Apartments is committed to protect your privacy and we promise to collect, process and share your data safely and securely when you use our website. Our Privacy Policy tells you how we do this and what your rights are. Any personal data processed in line with our Privacy Policy is controlled by us, as the data controller.

OUR PRIVACY PROMISE

Transparency – We will always tell you what data we’re collecting about you and how we use it. We only share your data with trusted partners and will never sell your data.

Secure – We are committed to always follow industry best practices to ensure your data is stored safely and securely. We do this primarily by choosing our business partners carefully and giving visibility of those partners to our customers. We protect the confidentiality, accuracy and availability of the information we collect about you.

When we contact you – We will only contact you to answer questions or queries, send reservation confirmations and to confirm check in/out, trips, transfers or any other relevant details for your stay with us.

INFORMATION WE COLLECT ABOUT YOU

Personal and contact information when you make a reservation or an inquire, including your name, address, passport number or equivalent, email address, telephone number(s). We may collect some of that contact information when you interact with us including via other forms of contact, such as email.

Details (and copies) of your communications and interactions with us: including by email, any online feedback options or on LD Apartments media channels.

Transaction details including payments from you for our services, payments to you (for example refunds), and details of services requested.

We may collect information about how you use our website, and which websites you came to the website from. Technical information about your device or browser when you use our app or website, including geolocation data to determine what country you are accessing our website or app from, your internet protocol (IP) address, device ID, browser type and version and time zone setting, which may in some circumstances be personal data.

We may also receive personal data directly from you or from social media channels (if you interact with us through those channels), or other third parties in accordance with our reservation services (e.g. our private transfer partners will need to know your contact in case your flight is delay etc.).

HOW WE USE YOUR PERSONAL DATA AND WHY

Below, we set out all of the ways we use your personal data, and why. We have also identified what our legitimate interests are where appropriate.

It is sometimes necessary for us to process your personal data in order to enter into a contract with you, or to satisfy a contractual requirement (referred to as ‘performance of a contract with you’ below), or to comply with a statutory requirement. In those circumstances, if you do not provide the personal data we require, we will be unable to provide our products to you.

Eligibility              

We use technical information such as the location or time zone from which you access our website, the personal details you provide at checkin and to check whether you are eligible to order our services.

For example, some or all services may not be available to all countries.

This is necessary for compliance with a legal obligation.


Purchasing our services              

We use the personal and contact information provided by you and the transaction details about your purchases, to provide our products to you.

This is necessary for the performance of a contract with you.

Managing your account

We use your personal and contact information, financial information, and transaction details about reservations and services, to manage your reservations, or services booked through us. We will send reservations and bookings confirmations and may have to contact you in order to be able to organize your check in/out and other services that you might have booked.

This is necessary for the performance of a contract with you.

Communicating with you

We use the personal and contact information provided by you, copies of your communications with us and, in some circumstances, transaction details, to manage our relationship with you. For example, to communicate with you in response to any query, request or complaint you may have including by email, telephone or social media whether relating to any reservation or services that you have purchased from us or otherwise.

This may be: necessary for the performance of a contract with you; necessary to comply with a legal obligation; and necessary for our legitimate interests (to keep our records updated).

Staff

Our team will need to know the relevant details about your reservation in order to be able to organize your check in/out and welcoming you at our properties.

Technical issues               

If you contact us about an issue, we may use technical information, and personal and contact information to administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data).

This is necessary for our legitimate interests (for running our website, the provision of administration and IT services, security and fraud prevention) and may be necessary to comply with a legal obligation.

Marketing campaign effectiveness         

We use information about your use of our website to measure or understand the effectiveness of our marketing campaigns.

This is necessary for our legitimate interests (to determine how effective advertising is in order to improve advertising, its relevance and in order to fulfil contracts we have with our marketing partners).


Analytics             

Our website host (PTISP) use information about your use of our website and technical information, including about your device or where you are accessing our app or website from, to optimise our service and to improve our website.

you can read more about their policies on https://rgpd.ptisp.pt/


Fraud prevention            

We may use your personal and contact information, financial information, information about any transaction between you and us, information about your use of the website, or technical information, in order to undertake analysis for the purposes of identifying and dealing with any fraud or fraudulent activity.

This is necessary to comply with a legal obligation and necessary for our legitimate interests (to ensure that transactions and interactions with us are not fraudulent).


Queries               

We may use your personal and contact information, financial information, information about any transaction between you and us, information about your use of the website, or technical information for the purpose of dealing with any request, complaint or query from you.

This may be necessary to comply with a legal obligation and necessary for our legitimate interests (to respond to you and to deal with any request you may have).


Additionally

We may use your personal data to create aggregated data sets. You are not identifiable from that aggregated data and it is not considered personal data; such as reservation history.


DIRECT MARKETING

We will send you information that we consider as your ‘legitimate interests’ regarding any promotions that we might have and that you can benefit from as a returning customer. Unless you explicitly opt out of those.


HOW WE SHARE YOUR DATA WITH THIRD PARTIES

We sometimes share the data we collect from you with the following trusted third parties:

Payment providers –to obtain payment of any amounts due to us, or to refund purchases. Our Payment providers are:

  - A Portuguese Lisbon based bank or stripe.com

  - Other. Any of your Services partners (e.g our private transfer tours partners)

Our IT system providers – in order to provide our products and communication pathways to you. These include, but are not limited to:

 - PTISP who host our website (their privacy policy can be found here https://rgpd.ptisp.pt/)

 - Beds24 is used as our booking enginne and channelmanager (their privacy policy can be found here https://wiki.beds24.com/index.php/Privacy) 

- Google who are our email and cloud server provider

- Analytics – we use the following analytics platforms;

 - Social media platforms – for the purpose of targeted advertising. We do not share information with social media platforms, but if you follow our facebook page, for example, you may receive our posts in your news streams.

Digital analytics companies – for the purposes of website analytics and reporting in respect of our analytics and marketing. For example we use the below (though other trusted partners may be used)

  - google site traffic analytics
  - Bing site traffic analytics
  - yandex site traffic analytics            
  - hotjar for heatmaps 
  - facebook to monitor post interactions and business page effectiveness
  - Google adwords to monitor marketing campaign effectiveness (we provide them no customer data for marketing purposes)

Professional advisers including lawyers, bankers, auditors and insurers – for the purposes of providing consultancy, banking, legal, insurance and accounting services.

Police, Portuguese border control agency or other such regulatory authority – as part of an investigation or otherwise for legal or regulatory purposes.

Dispute Resolution agencies – for the purposes of dealing with any complaints.

Auditors – to audit our systems and transactions for the purposes of ensuring efficiency, or regulatory or contractual compliance.

Portugal law enforcement agencies and third-party security companies – for the purposes of ensuring that we comply with the law and have adequate security measures in place.

We will disclose your personal information to third parties if we are under a duty to disclose or share your personal data in order to comply with any legal or regulatory obligation or request. We do this in order to protect our rights, property or safety or of our players, or others. This may include exchanging information with other companies and organisations for the purposes of fraud protection.


HOW WE PROTECT YOUR DATA

We protect your data by partnering with established and trusted service providers. Our main providers are:

WIX (our website host) and BEDS24 (our channelmanager and booking engine) both complient with GDPR policies. For more information about those parters policies check 
https://rgpd.ptisp.pt/
https://wiki.beds24.com/index.php/Privacy


* In accordance with the GDPR, site visitors have the right to access their data or "be forgotten" (to be permanently deleted from all databases that we mayhave have used to store any of your information).


GOOGLE (Both our email host and our cloud server)

 * Please see https://privacy.google.com/intl/en-GB/your-security.html

Additionally, we restrict the download of personally identifiable data on to company computers (though aggregated data with personalised information removed will be stored).

The information we do download is for audit and reconciliation purposes, namely:

* Name and Payment Details [value] (to reconcile incoming payments with reservations history). Once this information has been downloaded it is saved to google drive and local files are deleted.

* What was booked (to maintain a reservation history and review company performance). Any personally identifiable information is then saved to google drive and local files are deleted. Anonymised reservations reports are saved locally.

HOW LONG WE KEEP YOUR PERSONAL DATA

We will only keep your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

At the end of that retention period, your data will either be deleted or anonymised (so that it can no longer be associated with you) for research or statistical purposes.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

In some circumstances you may be entitled to ask us to delete your data: see ‘Your rights’ below for further information.


YOUR RIGHTS

You have the right:

* To request from us access to personal information held about you (see below);

* To ask for the information we hold about you to be rectified if it is inaccurate or incomplete;

* To ask that we stop any consent-based processing of your personal data after you withdraw that consent;

* To ask, in certain circumstances, to delete the personal data we hold about you;

* To ask, in certain circumstances, for the processing of that information to be restricted; and

* To ask, in certain circumstances, for data portability.


CONTACT US

If you have any questions about our Privacy Policy please contact lisboadomus@gmail.com 

In order to request a copy of the personal data that LD Apartments holds about you, please send your request via email, this will help verify your identity. To enable us to verify your identity and process your request, you must include all of the following information and documentation with your request:

* Your full name

* The email address registered to your reservation(s)

* A description of the data that you are requesting, including a date range

Note that if we have doubts about the source of the request we may ask for further proof of identification. For example, when dealing with third part requests (solicitor etc).

If you are unhappy with our processing of your personal data, you have the right to complain to the Information Commissioner’s Office (ICO) at any time. The ICO’s contact details are available here:  We would, however, appreciate the chance to deal with any concerns before you approach the ICO, so please contact the Data Protection Officer by email in the first instance.

COOKIES

MANAGE YOUR COOKIES

For more information about cookies, how to opt out and the steps you can take to protect your privacy on the internet, go to https://www.iabuk.com/policy/digital-policy-guide – the guide to online behavioural advertising and privacy. This website is operated by the Internet Advertising Bureau, the industry body for online advertising. On here you'll find information about how behavioural advertising works, how to opt out, further information about cookies and the steps you can take to protect your privacy on the internet.

If you'd prefer to restrict, block or delete cookies from our website, you can do so in your browser settings. If you choose to disable cookies, then please note that this may limit the way you use our Website. For example, you may have to re-enter information that would have ordinarily been stored as a cookie.

How to control cookies on your desktop:

Look on the internet for info regarding your specific browser on who to control the cookies.

How to control cookies on your mobile device:

Look on the internet for info regarding your specific browser on who to control the cookies.

CHANGES TO THIS PRIVACY POLICY

Any changes that we may make to our Privacy Policy in the future will be posted on our website.

This Privacy Policy was last updated on 01 September 2019.

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lisboadomus@gmail.com

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