F.A.Q

How do I view my reservation online and can it be modified or cancelled if my travel plans have changed?
A1:  To view, modify or cancel a hotel reservation simply go to the reservations section on our website www.ascascatasvilamoura.com and click on Cancel/Modify Reservation at the bottom of the page.
Enter your name exactly as you did when you first submitted your online hotel reservation along with the confirmation number and click on Get Reservation.
Once you have retrieved your hotel reservation(s) online, you will be able to take advantage of the online reservation tools which allow you to: view or modify travel and reservation details, cancel the reservation, alter the number of nights for your stay or enter a special request.

If I change an online hotel reservation, will I still get the same rate?
A2:  You may remove nights or products added to a reservation without affecting the rate; however, if you want to change arrival dates, we cannot guarantee the rate will be the same. In this case we recommend contacting our reservations department for assistance on: 00 351 289 304 900.


Do I need a credit card to make a hotel apartment reservation?
A3:  Yes, we require a credit card for all online hotel reservations. This guarantees your accommodation until your arrival date. Your credit card will not be charged until you arrive at the hotel unless the hotel requires prepayment or a deposit prior. Prepayment, deposit and cancellation requirements will be displayed during the online confirmation process.
If you do not cancel online reservations in accordance with the hotel's cancellation policy, your credit card will be charged the respective fee. Please read the Term and Conditions.
If you prefer to not use your credit card online, please contact reservations on 00 351 289 304 900.




Is your online reservation process secure to protect my personal and credit card information?
A4:  We are committed to protecting your personal information and maintaining your privacy. The reservation process is safe and secure. Once you enter your personal and credit card information, your online reservation is processed through a secure computer server. The personal information you enter is encrypted to keep it protected while in transit. For more information, refer to our online security certificate and Privacy Policy to learn more details.

What is As Cascatas online cancellation policy?
A5:  Please review the policies under Tern and Conditions.
When full payment is required in advance, you will be charged for the entire reserved stay unless you change or cancel your reservation within the requirements of the cancellation policy.
During certain travel periods, such as holidays and special events, a minimum stay may be required. For minimum length of stay reservations you will be charged for the entire reserved stay if you check out prior to the reserved departure date. For further clarification on the cancellation policy please contact the hotel directly on 00 351 289 304 900


Will my credit card be charged if I forget to cancel my hotel apartment reservation?
A6:  Yes. Reservations are guaranteed to your credit card. To avoid being charged, reservations must be cancelled in accordance with the cancellation policy. Take time to review the cancellation policies for your specific reservation.

How do I make reservations for a large group (family reunion, club, etc.)?
A7:  Requesting 10 or more apartments for the same and arrival date qualifies as a group booking. Group travel reservations may have different rates or hotel booking requirements. To request apartments for your group or for more information, call our reservations department on 00 351 289 304 900.

Will I receive a confirmation of my reservation?
A8:  Yes. You will receive an immediate automated confirmation of your reservation when reserving online, we will reconfirm your reservation with an email within 48 hours of receiving notification of the reservation. When reserving directly with the hotel by email, telephone or fax you will receive written confirmation via the same means, within 48 hours. In the event you have not received your confirmation within this period please contact the reservations department at 00351 289 304900.

What is IMOCOM's Best Internet Rate Guarantee?
A9:  IMOCOM resorts guarantee to provide the best online bookable rate available to the public on the Internet. We will give you the best rate plus an additional 10% off, should you find a lower rate for the same hotel, apartment and dates. Please read the Best Internet Rate Guarantee section for more information and term and conditions.


Where can I find contact information for As Cascatas?
A10:  The address, phone and fax numbers are listed on the home page or you can click the interactive geographical map.

How can I make special requests regarding my stay?
A11:  Special requests can be made when making your hotel booking online. Requests for extra beds, cots and floor preferences, as well as any requests noted in comments section during the reservation process online can be made. Special requests are not guaranteed and will be honoured depending on availability at check-in, but we will do our very best to accommodate the request. If you have specific needs or questions regarding your request, please call us directly on 00 351 289 304 900 or alternatively please check out our "Baby Must Have Program"

Do you accept pets?
A12:  No, but if you have specific questions regarding the resort's pet policy please contact the hotel directly.

Do children stay free?
A13:  Children 12 and under stay free at any IMOCOM Hotel and Resort. Please check the hotel's information page for specific child policy, information and amenities.


What time is check-in and check-out? Can I request an early check-in or late check-out?
A14:  Check-in time is 15h00 and check-out time is 12h00 in low and mid season, while in high and peak season check-in at 16h00 and check-out at 11h00. If required please request early check-in or late check-out with the reception desk at oo351 289 304 900, please note that although we will do our utmost to fulfil your request this cannot be guaranteed.




Can I book my agency rates online?
A15:  Not, yet.

Can I book more than one apartment on the same reservation?
A16:  Yes. Please choose the number of apartments when making the reservation. Should the number required not be available please contact the hotel directly on 00351 289 304 900 or email reservas.cascatas@imocom-grupo.com




How will I know whether the apartment I've selected is available?
A17:  Only available apartments will be displayed when you enter your search criteria.


Will I be guaranteed my apartment will have the bed type, view or location I prefer?
A18:  We guarantee that your apartment will have the bed type, view and location as confirmed in your reservation. Please fill in the special request section for any additional requirements or preferences, although special requests cannot be guaranteed we will do our utmost to satisfy you request.

How often will I receive a statement?
A19:  On a monthly basis, or immediate access by clicking in statement of account.


Does the online folio reflect charge corrections made by the hotel after my stay?
A20:  Yes, all charges and corrections will be available online.

How do I choose a Username and Password?
A21:  Please go to owners online access and click access recovery and follow the indicated steps.


How long does it take to receive a new Club membership card?
A22:  After club membership fee is settled it will take about one week to receive the club Membership card.




Can I hire a car through your website?
A23:  Yes, for preferential rates please go to Europcar micro site at the owners area.


Does my account incur in debit interests?
A24:  Yes, debit interests are charged according to the Portuguese law.




Can I check online my apartment rental incomes?
A25:  At this stage this action is limited due to software interfaces, in the near future this feature will be available.


How can I perform payments to my owner account?
A26:  You can transfer monies to our main account ...., payment through credit card (commission of .%  will apply), or directly at the front desk in cash.




Do I have to sign up for an account to find out about hotel rates?
A27:  No, you can get informations about our rates through the main website page.


Can I do a reservation online for myself family and friends?
A28:  Yes, please go to your account and click on reservations and fill out the booking form.




Who is IMOCOM?
A29:  IMOCOM Group (www.imocom-grupo.com)  is a world class real estate developer with an international hotel and resort portfolio with developments over 3 continents. Please view our Portfolio for more information.


Where is the head office located?
A30:  IMOCOM Group head office is in Lisbon: Edifício Infante, Av. D. João II, n.º 1.16.05 - 13º Piso, Letra A, 1998-016 Lisboa

Who should I contact at IMOCOM?
A31:  Please view our 'Contact Us' section. Should you be unable to locate the contact you are looking for, please email geral@imocom-grupo.com with the relevant information and we will ensure your email is passed to the appropriate department.

Where do I send questions and comments about this Internet site?
A32:  Please comment by submitting the 'Feedback' form. If you are experiencing technical difficulties, please email to webmaster@imocom-grupo.com, include a brief explanation and provide any error messages received. We truly appreciate your feedback and will consider your ideas when enhancing our site with further content, features and functionality.




Who do I need to contact for any media requests?
A33:  Please contact the Public Relations and Communications department for any media requests. You may log on to the Press Centre for further details or send an email to the PR Department at analita.silva@imocom-grupo.com