Postal address
Edvânia Costa Fernandes
Rua Frei Carlos 12
1600-095 Lisbon
Portugal
Taxpayer number PT315499966
If something goes wrong
We would rather fix it than argue about it, so the route is short and each step has a deadline.
- Tell us. Email support@tourmarquee.com with the property name and what is wrong. We reply within one business day and, where the answer takes longer, we tell you when to expect it.
- Ask for it to be escalated. If our first answer does not settle it, say so in the same thread. The owner of the business reviews it and replies within five business days with a final written position.
- Go outside us. If you are still not satisfied, you can use an alternative dispute resolution body, free of charge, or the complaints book. Details below. Using them does not cost you the right to go to court.
Alternative dispute resolution
Under Law 144/2015 of 8 September, consumers in dispute with us may refer the matter to:
- Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL), the body territorially competent for our place of business in Lisbon.
- Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC), the national body, which covers disputes not assigned to a regional centre.
- European Consumer Centre Portugal, if you live in another EU country and want help with a cross-border complaint.
Complaints book
As a supplier of services in Portugal we make the electronic complaints book available to you: livroreclamacoes.pt. A complaint recorded there reaches the competent authority directly and we are required to answer it.
Data protection complaints
If your complaint is about personal data and our answer does not satisfy you, you can go to the Comissão Nacional de Proteção de Dados (CNPD), or to the supervisory authority of the EU country where you live. The full picture is in our privacy policy.
What we are not
We are not Airbnb, Vrbo or Booking.com and we cannot help with a booking, a guest, a payout or an account suspension on any of those platforms. If you have reached us looking for one of them, their support is the only place that can help.