CANCELLATIONS AND RETURNS
Simple. Transparent. No surprises. We know that plans change. At Gandum, we try to keep the rules clear and fair—for you and for us. Here we explain everything in a straightforward manner.
Direct Reservations
(gandum.pt, phone, or email)
Free cancellation: You may cancel up to 5 days prior to arrival without any charge.
Late cancellation: If you cancel within 5 days prior to arrival, you will be charged for the first night.
No-show: In case of no-show, the total amount of the first night will be charged.
Reservations through Booking, Expedia, or other platforms
Cancellation conditions are set at the time of booking directly with the respective partner. We always recommend checking the specific policy for the selected rate. If you have any questions, please contact us—we will be happy to help, but the conditions are managed directly by each platform.
Change of dates
Whenever possible, we prefer to change dates rather than cancel. If you need to change your stay, please contact us. We will do our best to find a solution, but we cannot guarantee that this will always be possible.
Payments and returns
Where applicable, refunds are processed using the same payment method used for the reservation. Usual processing time: 5 to 10 business days, depending on the bank.
Special offers & promotional rates
Some offers or special rates may have specific conditions (e.g., non-refundable). These conditions are always indicated before completing the reservation.
Events, groups, and exclusive bookings
Group reservations, corporate events, or exclusive use of the space are subject to specific conditions, defined in a formal proposal.
Frequently asked questions
Can I cancel due to illness?
We always regret unforeseen circumstances. However, we are unable to validate or assess individual medical reasons. The applicable conditions are those defined in the fare chosen at the time of booking. We recommend that you check whether you have travel insurance or coverage associated with your payment method, as many cards include protection for this type of situation. If you need documentation regarding your reservation, we will be happy to provide it.
Can I transfer the reservation to someone else?
Yes, as long as you let us know in advance.
What if I arrive later than expected?
No problem. Your reservation remains valid until the following day. However, the first night will be charged according to the conditions of the selected rate, even in case of late arrival. If you know you will arrive after the usual check-in time, please let us know in advance.
Contact us
If you have any questions before booking—or after—we're here to help. We believe that hospitality is also clarity.