FAQ on Properties and Bookings
Booking your stay in Portofino directly with us gives you access to exclusive services that major booking platforms simply cannot offer. You will benefit from Guaranteed Savings by avoiding the high fees of third-party platforms, as well as greater flexibility, with the option to request early check-in or late check-out. We also give you priority access to the Borgo's key services, including parking reservations and our luggage transfer, so you can have a completely stress-free arrival.
Standard check-in is from 3:00 pm, while check-out is by 10:00 am. Late check-in after 7:00 pm comes with a €20 fee. Early check-out is available by prior arrangement. We always aim to offer maximum flexibility, subject to availability.
Key collection is arranged in advance: either at our main office or via self check-in with a code or through dedicated partners. Detailed instructions are sent via WhatsApp 24 hours before arrival.
No, the local tourist tax is payable upon arrival. The amount generally ranges between €2 and €3 per person per night, for a maximum of 5 nights. The exact amount is confirmed upon booking and may vary depending on the municipality.
Yes, all properties come with free high-speed Wi-Fi and split-system air conditioning. We carry out checks before your arrival and offer immediate assistance if needed.
Yes, several properties accept small pets (such as San Giorgio, Paraggi Apartment, Portofino Luxury). Please let us know about your pet when booking.
Extra or mid-stay cleaning is available on request from €50. Weekly linen changes are complimentary for extended stays. We always recommend booking this housekeeping service upon confirmation.
A full refund is available for cancellations made more than 14 days before arrival. Between 7 and 14 days before arrival, a 50% refund applies. No refund is available for cancellations made less than 7 days before arrival. Conditions are flexible in cases of force majeure.
Practical Information, Parking and Logistics in the Borgo
Parking is available outside the restricted traffic zone (around 200 spaces) and in Santa Margherita Ligure. We can book reserved spaces and arrange transfers, with luggage delivered directly to your apartment. A service designed to take the hassle out of your arrival.
It depends. Only properties along the main road or in Paraggi can be reached directly by car. For homes in pedestrian areas or in the alleys, the car stops at the car park and the rest is on foot.
For apartments in pedestrian areas or on upper floors, we always let you know in advance whether there are stairs and how many, so you can prepare the right luggage. When possible, we coordinate car access as close to the property as possible and help carry your bags, especially in more challenging situations.
We know that stairs can be a challenge. On request, we organise a porter service to carry your luggage from the car park or taxi directly into the apartment.
Taxis are available but limited in number, especially at night. It is essential to book or call them in advance. We can provide you with the direct numbers of our trusted drivers.
We advise against driving (traffic and parking are extremely difficult). The best option is the train from Santa Margherita Ligure station (reachable by bus or ferry from Portofino), or a private boat tour organised by us.
Portofino is a historic village with cobblestone paving (risseu) and many steep steps. Moving around with bulky pushchairs or wheelchairs can be difficult. If you have specific mobility requirements, please contact us before booking: we will point you to ground-floor properties or those with easier access (such as those in the Paraggi or Calata area).
Small grocery shops open early in the morning and close for a lunch break (roughly 1:00 pm - 3:30 pm). Luxury boutiques in season stay open continuously until late in the evening. We recommend doing your food shopping in the morning or by late afternoon.
Absolutely. Portofino's tap water is excellent and regularly tested.
Yes, in Italy the standard is type L (3 pins) or type F (Schuko), with a voltage of 230V. For guests arriving from the USA or the United Kingdom, we recommend bringing a universal adaptor. The apartments do have modern sockets, but having your own is always useful for charging multiple devices at the same time.
Concierge, Transfers and Premium Experiences
Yes, we offer high-end additional services such as private boat tours (for example to the stunning Abbey of San Fruttuoso di Camogli), priority reservations at our top partner restaurants (such as I Gemelli or Concordia) and vehicle rental services. Everything is available on request through our Concierge.
To secure the best restaurant tables and boat rental availability in Portofino during the high season (June-September), we recommend booking at least 2-3 weeks in advance. For last-minute requests, our team will do everything possible, but availability cannot be guaranteed.
The safety of our guests is our absolute priority. If sea and weather conditions do not allow going out to sea, your boat tour in Portofino will be rescheduled or cancelled with no penalty. Our Concierge service will notify you promptly and suggest excellent land-based alternatives.
Yes. Access to our Concierge service and priority bookings is an exclusive privilege strictly reserved for guests staying in Portofino Keys holiday homes. This allows us to maintain the highest quality standards and dedicate the utmost care to every detail of your stay.
Absolutely. We can arrange a comfortable private chauffeur transfer (NCC) to Portofino from all major airports, including Genoa (Cristoforo Colombo), Milan (Malpensa or Linate) and Pisa. The service will take you to the nearest vehicle access point to your property in the Borgo.
Whether it is a marriage proposal on board a yacht, an anniversary celebrated with a private chef, or simply having fresh flowers and champagne waiting on your arrival, we will take care of everything. Share your ideas with our team in advance and we will turn your event into an unforgettable moment.
Yes, all professionals selected by Portofino Keys (skippers, private drivers, restaurateurs and guides) are prepared to welcome high-end international guests. There will be no language barrier, allowing you to enjoy your experiences in Liguria with complete ease.
To guarantee maximum transparency, payment is almost always made directly to the final provider (rental company, restaurant, skipper). Portofino Keys handles the booking, logistics and planning entirely free of charge, as an integral part of our luxury hospitality.
As we work with established external partners, we apply their respective policies. In general, cancellations communicated with 24/48 hours' notice carry no charge. For last-minute cancellations or no-shows (particularly for high-end restaurants and boats in high season), the provider may apply a penalty. We will always provide you with all terms clearly at the time of confirmation.
Agency Information and Property Management
Booking your stay in Portofino directly with us gives you access to exclusive services that major booking platforms simply cannot offer. You will benefit from Guaranteed Savings by avoiding the high fees of third-party platforms, as well as greater flexibility, with the option to request early check-in or late check-out. We also give you priority access to the Borgo's key services, including parking reservations and our luggage transfer, so you can arrive completely at ease.
We are a property management company (Portofino VIP). Unlike OTAs (such as Airbnb or Booking) that operate only as virtual showcases, we physically manage every property in our portfolio. We hold the keys, have a direct relationship with owners and take care of day-to-day maintenance. Portofino Keys is our direct channel: book here to get the best price, eliminating intermediary fees.
Our presence is widespread across the Tigullio area. We have logistical and administrative offices in Rapallo and Santa Margherita Ligure, but our real "office" is in the field: we are constantly present in the Borgo of Portofino to manage check-ins, welcome guests and offer immediate assistance.
Exclusivity is our signature. We only accept properties that meet rigorous standards of location (Piazzetta, sea view or historic centres), comfort and architectural character. Every property is personally inspected by Simone and Nicolò. If a property does not meet our requirements for a high-end stay, it does not enter the Portofino Keys circle.
Our speed of response is what sets us apart from an improvised host. In the event of any issues (such as plumbing or electrical faults), you will not have to wait for hours. We rely on a local team of professional maintenance technicians ready to respond quickly. We guarantee an active phone line for emergencies, resolving every technical issue in the shortest possible time.
Absolutely. Your safety is guaranteed. All direct bookings are governed by short-term rental contracts drawn up in accordance with Italian law. Payments are secure and traceable (via bank transfer or protected credit cards). By choosing us, you are dealing with a verified, reputable and well-structured Italian company.
"Human" welcome is at the heart of what we do. Except for specific requests for self check-in or late-night arrivals, we welcome every guest in person. It is the perfect opportunity to show you the technical details of the property, hand over the keys in person and share our best tips for experiencing Portofino like a true local from the very first moment.
We are always on the lookout for new property "gems". We carry out a free site visit to assess the property and its rental potential. If the standards align, Portofino VIP will take care of everything: from administrative management (reporting to the Portale Alloggiati, tourist tax, contracts) to cleaning and operational maintenance, allowing you to generate income from your property with complete peace of mind.