Cancellation Policy

Last updated · 12 July 2026

This Cancellation Policy applies to reservations made for stays at VIVA Quinta. By confirming a reservation, completing online check-in, or staying at the property, the guest agrees to the cancellation terms set out below.

This policy is intended to reflect the cancellation structure used by VIVA Quinta across direct bookings and selected Online Travel Agents (OTAs), including Airbnb and Booking.com. Where a reservation is made through an OTA, the cancellation policy displayed at the time of booking on that platform will apply and will prevail in the event of any conflict.

1. General policy

VIVA Quinta offers both Flexible and Non-Refundable rates. The cancellation terms that apply to a reservation depend on the rate selected at the time of booking.

VIVA Quinta does not accept reservations for stays longer than 30 nights. All references in this policy assume a maximum stay length of 30 nights.

2. Flexible rates

Flexible rates apply to the following rate groups:

• Flexible Room Only
• Flexible Bed & Breakfast

Free cancellation period

Guests may cancel a Flexible reservation free of charge up to 30 days before the scheduled arrival date.

If a Flexible reservation is cancelled at least 30 days before arrival, any payment received directly by VIVA Quinta will be refunded to the original payment method, excluding any non-refundable bank charges, foreign exchange fees, or payment processing fees imposed by third parties.

Cancellations within 30 days

If a Flexible reservation is cancelled less than 30 days before arrival, the reservation becomes fully non-refundable.

In such cases, 100% of the total reservation value will be charged or retained. This includes accommodation charges, breakfast where applicable, and any confirmed pre-booked add-ons or services.

Date changes and modifications

Any request to change the arrival date, departure date, or length of stay within 30 days of arrival may be treated by VIVA Quinta as a cancellation and rebooking. Any approved change remains subject to availability and any difference in rate.

3. Non-Refundable rates

Non-Refundable rates apply to the following rate groups:

• Non-Refundable Room Only
• Non-Refundable Bed & Breakfast

Strict non-refundability

Non-Refundable reservations are offered at a preferred price in exchange for stricter cancellation terms. Once confirmed, a Non-Refundable reservation cannot be cancelled, refunded, changed, or credited.

If the guest cancels a Non-Refundable reservation at any time, 100% of the total reservation value will remain payable and no refund will be issued.

Shortened stays

If a guest arrives but chooses to shorten their stay, depart early, or reduce occupancy, no refund or partial credit will be issued for unused nights or services.

4. No-show and early departure

No-show

If the guest does not arrive on the scheduled check-in date and has not cancelled the reservation in accordance with the applicable policy, the booking will be considered a no-show.

In the event of a no-show, 100% of the total reservation value will be charged or retained, and VIVA Quinta reserves the right to release the reservation and re-sell the accommodation.

Early departure

If a guest checks out before the confirmed departure date, the full original reservation amount remains payable. No refund or credit will be given for unused nights, meals, or add-on services.

5. Group bookings and special reservations

For reservations involving 3 or more rooms or units, VIVA Quinta reserves the right to apply special cancellation terms, deposit requirements, or payment deadlines. Any such terms will be communicated at the time of booking and will override this general policy where stated.

Promotional offers, seasonal packages, retreat bookings, or bookings including special event services may also be subject to separate cancellation terms disclosed at the time of reservation.

6. Online Travel Agent bookings

Airbnb

Reservations made through Airbnb are subject to the Airbnb cancellation policy selected for the listing at the time of booking. VIVA Quinta generally uses Airbnb's Firm cancellation structure for applicable listings.

Booking.com

Reservations made through Booking.com are subject to the cancellation terms shown for the selected rate at the time of booking. Guests must manage cancellations through Booking.com where applicable.

Where an OTA processes guest payments directly, any refund will be issued by that OTA or its payment partner in accordance with its own processing timelines.

7. Exceptional circumstances

In cases of officially declared emergencies, natural disasters, or government-imposed travel restrictions that directly affect travel to or from the Azores, VIVA Quinta may, at its sole discretion, offer a date change or credit toward a future stay instead of a refund.

Any exception to this Cancellation Policy is entirely discretionary, will be assessed case by case, and does not create an obligation to offer the same accommodation in future situations.

8. Guest acknowledgement

During online check-in, each guest must confirm that they have read and agree to this Cancellation Policy by ticking the relevant checkbox, together with the Property Terms & Conditions and Property Privacy Policy.

If the person making the booking completes the reservation on behalf of other guests, that person confirms they are authorized to accept these terms on behalf of all members of the party.

9. Contact

For questions regarding cancellations, reservation changes, or refund eligibility, contact us at: