Caasooza, the Top hotel and casino resort of the Atlantic Riviera
Grand Opening · June 2027
A restored nineteenth-century palace on the cliffs of Cascais, reimagined as a sanctuary of ocean-view suites, a thermal spa, five restaurants of genuine distinction and a theatre built for the grand productions of Europe.
Why Caasooza Is Poised to Become Europe’s Top hotel and casino resort
Some hotels are built to impress on arrival. Caasooza has been restored to reward every hour you spend inside it. Set on eleven hectares of terraced gardens above the Atlantic, a short drive west of Lisbon, the estate opens its gates in June 2027 after five years of meticulous restoration, and it has already become one of the most anticipated hospitality launches on the continent.
At its heart is a simple conviction: true luxury is not volume, it is attention. That is why the resort has deliberately limited itself to 214 suites and villas on a site that could easily have held twice as many. It is why every restaurant has its own chef, its own kitchen and its own reason to exist. It is why the spa occupies more floor space than many city hotels. And it is why the property’s evenings are anchored by a genuine theatre with a resident artistic director, rather than a ballroom with a stage bolted to one end.
This guide is your complete introduction to what awaits: the story of the palace, the architecture that brought it back to life, the menus being developed in its kitchens, the suites you can reserve, the wellness rituals of Thermae Caasooza and the performances that will fill Teatro Atlântico in its opening season. Every detail below reflects the plans published for the opening and may be refined as June 2027 approaches.
A Palace Reborn: The History of the Estate
The story begins in 1889, when a Lisbon shipping family commissioned a summer palace on the headland that local fishermen called the Ponta do Vento, the point of the wind. The architects drew on everything fashionable in Europe at the time: Moorish arches borrowed from Andalusia, French mansard roofs, Portuguese azulejo tiles in deep cobalt and an orangery of cast iron and glass shipped in sections from Glasgow. Finished in 1893, the Palácio Atlântico quickly became the summer address of choice for diplomats, composers and the minor royalty who followed the Portuguese court to the coast each season.
In 1931 the palace was converted into a grand hotel. For four decades it thrived as one of the elegant waypoints of the Riviera, a place where wartime exiles waited for passage to the Americas, where film crews arrived in the 1950s and where a jazz orchestra played on the terrace every Saturday through the summers of the 1960s. Guests remembered the scent of eucalyptus from the gardens, the long white dining room overlooking the surf and the brass-railed lift that took four minutes to rise three floors.
Changing travel habits, a series of ownership disputes and a fire in the east wing brought the hotel to a close in 1994. For almost three decades the palace stood silent, its gardens overgrown, its tiles slowly loosened by salt and wind. Restoration began in 2022 under a team of conservation architects, master craftsmen and landscape historians whose brief was clear: preserve everything original that could be saved, recreate faithfully what had been lost, and add only what a twenty-first-century guest genuinely needs.
Restoration in numbers
- More than 41,000 hand-painted azulejo tiles cleaned, catalogued and re-laid, with 6,800 replacements fired in a ceramics workshop in Sacavém using the original glaze recipes.
- The Glasgow orangery dismantled panel by panel, restored and rebuilt as the resort’s garden brasserie.
- The historic lift cage preserved and re-engineered, still brass-railed, now considerably faster.
- Eleven hectares of terraced gardens replanted from surviving 1905 planting plans.
Architecture and Atmosphere
The restored palace now forms the ceremonial centre of the resort, housing the grand lobby, the library bar, the principal restaurants and the most historic suites. Two new wings, designed to sit lower than the palace roofline so they never compete with it, step down the cliff in terraces of pale limestone and timber. From the sea they read as a series of garden walls; from inside they reveal floor-to-ceiling glass framing an unbroken Atlantic horizon.
Throughout, the palette is restrained: travertine and oak, linen and bouclé, aged brass and the occasional jolt of cobalt tile as a reminder of the building’s origins. Art has a quiet but serious role. A rotating collection of contemporary Portuguese and Iberian painting and sculpture hangs alongside restored nineteenth-century portraits, and the grand staircase is crowned by a newly commissioned ceiling in hand-blown glass that catches the late afternoon light off the water.
Within the palace’s former ballroom wing, the resort also includes a discreet, members-style gaming salon, deliberately kept apart from the hotel’s public spaces, so that families, spa guests and theatre audiences enjoy a stay that is centred entirely on hospitality, cuisine, wellness and the arts.
“We restored a palace, not a theme. Every room should feel as though it has always been here, waiting for you to arrive.”
Five Kitchens, Five Distinct Voices
Food is the reason many guests will choose Caasooza, and the culinary program has been designed accordingly. Rather than one large kitchen serving several branded dining rooms, the resort operates five independent restaurants, each led by its own chef de cuisine and built around a single, clearly defined idea.
Sourcing begins close to home. Fish arrives each morning from the day boats of Cascais and Peniche, vegetables and herbs come from the resort’s own kitchen garden and from organic farms in the Sintra hills, and the wine cellar, carved into the rock beneath the palace, will hold more than 2,400 labels at opening, with a particular depth in Douro, Dão, Bairrada and the fortified wines of Madeira and Porto.
Maré — Ocean Tasting Room
The resort’s flagship occupies the long white dining room of the original hotel, its twelve tall windows open to the surf. Maré serves a single evening tasting menu of nine courses, rooted in the Portuguese coast and finished with precise French technique. Seating is limited to forty-two guests per night.
Sample opening menu
Lume — Atlantic Grill
Down a flight of stone steps, in the vaulted former kitchens of the palace, Lume is built around a six-metre hearth fired with holm oak and olive wood. The menu celebrates fire, from Iberian beef dry-aged on site for up to sixty days to whole fish baked in salt crust and vegetables roasted directly in the embers. The atmosphere is warmer and more convivial than Maré, with long communal tables at its centre and a private dining room for twelve beside the hearth.
Sora — Twelve-Seat Kappo Counter
One of the resort’s most intimate experiences, Sora is a hinoki-wood counter seating just twelve guests for two evening services. A chef trained for over a decade in Kyoto prepares a seasonal kappo-style menu using Portuguese fish treated with Japanese discipline: Algarve tuna aged for six days, horse mackerel cured in kombu, and rice grown in the Mondego valley. Sake pairings sit alongside a thoughtful selection of mineral white wines from the north of Portugal.
Jardim — The Orangery Brasserie
Set beneath the restored Glasgow glasshouse, Jardim serves breakfast, a long lunch and afternoon tea in surroundings of palms, citrus trees and climbing jasmine. The breakfast service is a highlight in its own right: warm breads from the resort bakery, eggs cooked to order, fresh-pressed juices from the gardens and a raw bar of fruit and yoghurts. At lunch the menu turns to salads, grilled fish and seasonal plates designed for unhurried afternoons, while afternoon tea pairs Azorean green tea with pastries from the resort’s pâtissier.
Bar Ouro and the Library
Two bars complete the culinary landscape. Bar Ouro, a gilded room of velvet banquettes beside the grand staircase, specialises in classic cocktails and an extraordinary collection of aged Madeira, including bottlings dating back to the year the palace was completed. The Library, lined with eight thousand volumes and warmed by an open fire, serves coffee by day and single malts, cognacs and port by night, accompanied by a live pianist from Thursday to Sunday.
The Cellar Table
A single table for fourteen in the rock-cut wine cellar, with a bespoke menu designed with the sommelier.
Round-the-Clock Dining
A full in-suite menu drawn from all five kitchens, served by butlers at any hour.
The Kitchen Garden School
Weekend classes in Portuguese baking, preserving and coastal cookery for guests of every age.
214 Suites and Villas, Every One Facing the Sea
Every key at Caasooza looks out across the Atlantic. Not a single room faces the car court or the service road, a commitment that shaped the entire masterplan and cost the developers dozens of potential rooms.
Interiors are calm and generous. Beds are handmade in Portugal with natural horsehair and wool mattresses, linens are woven from long-staple cotton in the Minho, and bathrooms are clad in honed Estremoz marble with deep soaking tubs positioned to face the water. Technology is present but invisible: lighting, blinds, climate and music are controlled from a single bedside panel, and every suite has a dedicated butler reachable at any hour.
Deluxe Ocean Rooms
Set in the new terrace wings, each with a private balcony, a rainfall shower and a freestanding tub beneath the window. Ideal for couples on a short escape.
Atlantic Junior Suites
A separate lounge, a dressing room and a wide limestone terrace with day beds. Many interconnect for families travelling together.
Palace Suites
Inside the restored palace, with original ceilings, azulejo panels and antique furniture sourced from Portuguese estates, paired with entirely modern bathrooms.
Cliff Terrace Villas
Two-bedroom villas cut into the lower garden terraces, each with a heated plunge pool, an outdoor shower and a private garden.
Signature Suites
Each designed around a historic guest of the palace: a composer, an aviator, a novelist. Includes a dining room for eight and a grand piano in the Composer Suite.
The Royal Residence
The entire top floor of the palace tower: three bedrooms, a library, a private spa room and a 360-degree roof terrace above the headland.
Service Without Ceremony
The resort’s service philosophy is built on anticipation rather than formality. Before arrival, guests are invited to a short conversation with their butler about pillow preferences, dietary needs, the newspapers they read and the pace at which they like to travel. On arrival there is no front desk queue; check-in happens in the suite over a glass of chilled Moscatel de Setúbal. Unpacking and pressing, shoe care, in-suite spa treatments and private transfers to Lisbon are all available, and a dedicated children’s concierge plans activities from rock-pool exploration to pastry classes.
Sustainability is woven into the experience without compromising it. The resort runs on renewable electricity, heats its pools with seawater heat exchangers, bottles its own filtered water in glass and composts all kitchen waste for the gardens. Single-use plastic has been eliminated from every suite.
Thermae Caasooza: A Spa Resort Within the Resort
Spanning 3,800 square metres across three levels carved into the cliff, Thermae Caasooza is one of the most ambitious wellness spaces on the Iberian coast. It was designed as a destination in its own right, the kind of place guests will plan entire stays around.
The concept draws on three traditions that have shaped bathing culture across Europe and the Mediterranean: the Roman thermal circuit, the Moorish hammam and the Atlantic practice of thalassotherapy, which uses heated seawater and marine minerals to restore the body. Water is the common thread, and natural light pours into every level through openings cut into the rock.
The Thermal Journey
Every spa visit begins with the thermal journey, a guided circuit designed to take around two hours. Guests move from a warm marble caldarium to a eucalyptus steam grotto, a Finnish sauna with sea views, a cold plunge fed by chilled seawater and finally a heated thalassotherapy pool with underwater massage jets and a glass wall facing the ocean. A Himalayan salt relaxation room, a hammam with a heated central stone and a silent meditation garden complete the circuit.
Signature Rituals
Atlantic Renewal
A seaweed and sea-salt body exfoliation, a marine mineral wrap and a full-body massage with warm algae oil.
Palace Hammam
A traditional black soap cleanse, kessa glove exfoliation, rhassoul clay mask and an argan oil scalp massage.
Sintra Forest Facial
Botanicals from the Sintra hills with lymphatic drainage and a cooling cork-oak serum developed for the resort.
Movement, Medicine and Sleep
Beyond treatments, the wellness program extends into fitness and preventative health. A gym equipped with the latest strength and cardio equipment opens onto an outdoor training terrace, while a dedicated studio hosts daily yoga, reformer Pilates, breathwork and sunrise meditation on the clifftop lawn. Personal trainers, a physiotherapist and a nutritionist are available by appointment.
A medical wellness clinic, led by a physician specialising in integrative medicine, offers health assessments, recovery programs and multi-day retreats focused on stress, metabolic health and longevity. The resort’s sleep program, developed with a European sleep research institute, includes a personalised pillow menu, blackout and acoustic treatment in every suite, evening sound baths and a magnesium-rich bedtime ritual delivered to the room.
Guests seeking a fully immersive stay can book the five- or seven-night Thermae Retreats, which combine daily treatments, tailored nutrition from the resort’s kitchens and guided coastal walks along the cliffs to Cabo da Roca, the westernmost point of mainland Europe.
Teatro Atlântico and the Art of the Evening
Entertainment at Caasooza has been conceived as cultural programming, curated by a resident artistic director with a background at two of Europe’s great opera houses. The aim is to give guests and Lisbon audiences alike a reason to dress up, drive out to the coast and stay for dinner.
Teatro Atlântico
The resort’s principal venue is a 1,100-seat horseshoe theatre in the tradition of the great European opera houses, built within the shell of the palace’s former carriage hall. Its red velvet, gilded balconies and painted ceiling recall the nineteenth century, while behind the curtain sit a full fly tower, an orchestra pit for sixty musicians and acoustics designed by a firm known for concert halls in Hamburg and Paris.
The opening season, running from June 2027 to spring 2028, is planned around four pillars: a summer festival of opera and orchestral concerts in partnership with Portuguese and Spanish ensembles; touring productions of contemporary dance and ballet; a resident musical revue with an original score, performed five nights a week; and a series of evenings with internationally known comedians, singers and storytellers.
Studio 27, the Rooftop Cinema and the Jazz Cellar
Smaller stages give the program its texture. Studio 27, a flexible black-box space for 180 guests, hosts experimental theatre, chamber music and talks with writers, chefs and artists. On summer evenings the roof of the east wing becomes an open-air cinema with sea views, cashmere blankets and a menu of Portuguese petiscos. And in the vaulted Jazz Cellar beneath the palace, a house trio performs four nights a week, continuing the tradition of the orchestra that once played on the terrace in the 1960s.
Celebrations, Weddings and Private Events
The palace’s mirrored Salão Nobre, the orangery and the clifftop lawn are available for weddings, anniversaries and private celebrations of up to 400 guests, supported by a dedicated events team, in-house florists and the full capabilities of the resort’s kitchens. Corporate retreats can make use of five meeting rooms with natural light and a 300-seat auditorium within the theatre complex.
Planning Your Stay
Caasooza sits roughly thirty-five minutes by car from Lisbon Humberto Delgado Airport, and the resort offers private chauffeured transfers in electric vehicles as well as a helicopter transfer service landing on the estate. The historic centre of Cascais is a ten-minute walk along the coastal promenade, and the palaces of Sintra lie twenty minutes inland.
The Atlantic climate makes the resort a year-round destination. Summers are warm but rarely oppressive thanks to the ocean breeze, autumn brings long golden evenings and some of the best surfing on the coast, and winter is mild enough for walks in the gardens, followed by long afternoons at the thermal pools. Priority reservations for the opening season will be released to registered guests first; use the contact form below to register your interest and receive the opening calendar as soon as it is published.
About Caasooza
Caasooza.com is the official guide to the resort ahead of its grand opening in June 2027, created to give future guests a clear, honest and detailed picture of what the property will offer.
Our editorial and guest relations team is based on site at the resort’s pre-opening office in Cascais. We work directly alongside the culinary, spa, design and entertainment teams so that the information published here reflects the most current plans. Because the resort is still in its final phase of preparation, menus, prices, room counts and performance schedules may be updated before opening; we revise this page whenever plans change and always note significant updates.
We believe that hospitality begins long before check-in. Whether you are planning a honeymoon, a family summer, a wellness retreat or a wedding, our team is available to answer questions personally, register your interest for priority reservations and keep you informed as opening day draws closer.
Our commitments
- Accurate, regularly reviewed information about every part of the resort.
- A personal reply from a member of our team within one business day.
- Respect for your privacy, in full accordance with the GDPR.
- A hospitality experience built on wellbeing, responsibility and care.
- Address
- Caasooza Resort, Pre-Opening Office
Avenida do Atlântico 1207
2750-642 Cascais
Portugal - Direct Telephone
- +351 210 202 027
- Guest Support Email
- support@caasooza.com
- Office Hours
- Monday to Saturday
09:00 – 19:00 (Lisbon time)
Register Your Interest
We are here to help
Our guest relations team responds to every enquiry personally, usually within one business day.
- Guest Supportsupport@caasooza.com
- Reservations Line+351 210 202 027 · Mon–Sat, 09:00–19:00
- Privacy & Data Requestsprivacy@caasooza.com
- Events & Weddingsevents@caasooza.com
- Postal AddressAvenida do Atlântico 1207, 2750-642 Cascais, Portugal
Privacy Policy
This Privacy Policy explains how Caasooza (“we”, “us”, “our”), with its office at Avenida do Atlântico 1207, 2750-642 Cascais, Portugal, collects, uses, shares and protects personal data when you visit caasooza.com (the “Site”), contact us or register your interest in the resort. We act as the data controller for the personal data described here.
1. Data We Collect
Information you provide: your name, email address, telephone number, preferred dates, number of guests, the content of your messages, your communication preferences and any details you share about dietary needs, accessibility requirements or special occasions.
Information collected automatically: technical data such as your IP address, browser type and version, device type, operating system, language settings, referring pages, pages viewed and the date and time of your visit. This data is collected through server logs and, where you consent, through cookies as described in our Cookies Policy.
Information from third parties: where you are referred by a travel advisor or event planner, we may receive your contact details from them with your permission.
We do not knowingly collect personal data from anyone under 18. If we learn that we have done so, we will delete it promptly.
2. How We Use Your Data
- To respond to enquiries and manage priority reservation requests.
- To send the opening calendar and resort news where you have opted in.
- To personalise your future stay according to the preferences you share.
- To operate, secure, maintain and improve the Site.
- To comply with legal obligations, including tax, accounting and regulatory requirements.
- To establish, exercise or defend legal claims.
3. Legal Bases for Processing
We process personal data on the basis of your consent (for marketing communications and non-essential cookies), the performance of a contract or steps taken at your request before entering into one (for reservation enquiries), our legitimate interests (for Site security, analytics in aggregated form and service improvement, balanced against your rights) and compliance with legal obligations.
4. Sharing Your Data
We never sell your personal data. We share it only with trusted service providers who process it on our behalf under written data processing agreements, including hosting providers, email delivery services, customer relationship management platforms and professional advisers. We may also disclose data where required by law, court order or a competent public authority, or to protect the rights, property or safety of our guests, staff or others.
5. International Transfers
Your data is primarily stored within the European Economic Area. Where a service provider processes data outside the EEA, we ensure an adequate level of protection through an adequacy decision of the European Commission or Standard Contractual Clauses, supplemented by additional safeguards where appropriate.
6. Data Retention
Enquiry data is retained for up to 24 months after our last interaction with you, unless you become a guest, in which case guest records are kept for the period required by Portuguese tax and hospitality regulations. Marketing preferences are kept until you withdraw consent. Server logs are retained for no longer than 90 days.
7. Data Security
We apply appropriate technical and organisational measures to protect personal data, including TLS encryption for all data in transit, encryption at rest for stored data, role-based access controls, multi-factor authentication for staff systems, regular security testing, staff confidentiality obligations and training. While no method of transmission over the internet is completely secure, we continually review our safeguards and will notify you and the relevant supervisory authority of any personal data breach as required by law.
8. Your Rights
Depending on where you live, you may have the right to access, correct, delete, restrict or object to the processing of your data, to data portability and to withdraw consent at any time. Details of these rights for EU, EEA, UK and California residents are set out in our GDPR, CCPA & Cookies Policy below. To exercise any right, email privacy@caasooza.com.
9. Changes to This Policy
We may update this Privacy Policy from time to time. The date at the top of this section shows when it was last revised, and material changes will be highlighted on this page.
GDPR, CCPA & Cookies Policy
Part A — Rights of EU, EEA and UK Residents (GDPR)
Under the General Data Protection Regulation (EU) 2016/679 and the UK GDPR, you have the following rights in relation to your personal data:
- Right of access: to obtain confirmation of whether we process your data and a copy of it.
- Right to rectification: to have inaccurate or incomplete data corrected.
- Right to erasure: to request deletion where the data is no longer necessary or processing is unlawful.
- Right to restriction: to limit processing while a dispute about accuracy or lawfulness is resolved.
- Right to data portability: to receive your data in a structured, machine-readable format.
- Right to object: to processing based on legitimate interests and, at any time, to direct marketing.
- Right to withdraw consent: at any time, without affecting the lawfulness of earlier processing.
- Rights relating to automated decisions: we do not make decisions producing legal or similarly significant effects based solely on automated processing.
We respond to requests within one month, extendable by two further months for complex requests, and may ask you to verify your identity. You also have the right to lodge a complaint with a supervisory authority. In Portugal this is the Comissão Nacional de Proteção de Dados (CNPD); you may also contact the authority in the EU member state where you live or work.
Part B — Rights of California Residents (CCPA / CPRA)
If you are a California resident, the California Consumer Privacy Act as amended by the California Privacy Rights Act gives you the following rights:
- Right to know the categories and specific pieces of personal information we have collected, the sources, the purposes and the categories of third parties with whom it is shared.
- Right to delete personal information we have collected from you, subject to legal exceptions.
- Right to correct inaccurate personal information.
- Right to opt out of sale or sharing. We do not sell personal information and do not share it for cross-context behavioural advertising.
- Right to limit use of sensitive personal information. We do not use sensitive personal information for purposes beyond those permitted by law.
- Right to non-discrimination for exercising any of these rights.
In the preceding twelve months we have collected identifiers (such as name, email and IP address), internet activity information and inferences regarding stay preferences, for the business purposes described in our Privacy Policy. You or an authorised agent may submit a request by emailing privacy@caasooza.com or calling +351 210 202 027. We will verify your request and respond within 45 days. We honour Global Privacy Control signals as a valid opt-out request.
Part C — Cookies Policy
Cookies are small text files stored on your device when you visit a website. This page is built as a single static document and, in its current form, sets no tracking cookies. If we introduce cookies in future, we will use them only as described below and will ask for your consent before placing any that are not strictly necessary.
| Category | Purpose | Consent | Duration |
|---|---|---|---|
| Strictly necessary | Security, load balancing and remembering your cookie choices. | Not required | Session to 12 months |
| Preferences | Remembering language and display settings. | Required | Up to 12 months |
| Analytics | Aggregated, privacy-friendly measurement of how the Site is used. | Required | Up to 13 months |
| Marketing | Not used. | — | — |
You can manage or delete cookies at any time through your browser settings. Blocking strictly necessary cookies may affect how parts of the Site function. Consent, once given, may be withdrawn as easily as it was given.
Terms of Use
1. Acceptance of Terms
These Terms of Use govern your access to and use of caasooza.com. By using the Site you agree to these Terms. If you do not agree, please do not use the Site.
2. Eligibility
The Site is intended for adults aged 18 and over. By using it, you confirm that you are at least 18 years of age and legally able to enter into binding agreements in your country of residence.
3. Nature of the Information
The resort is scheduled to open in June 2027. All descriptions, menus, prices, room categories, facilities, performance programs and dates shown on the Site reflect current plans and are provided for general information only. They may change without notice and do not constitute an offer capable of acceptance. Any reservation will be governed by separate booking terms provided at the time of booking.
4. Permitted Use
You may view and print content for personal, non-commercial use. You agree not to:
- use the Site for any unlawful, fraudulent or harmful purpose;
- attempt to gain unauthorised access to the Site, its servers or connected systems;
- introduce malicious code or interfere with the Site’s operation or security;
- scrape, harvest or extract content or data by automated means without written permission;
- submit false information or impersonate any person through the contact form.
5. Intellectual Property
All content on the Site, including text, design, layout, graphics, the Caasooza name and associated marks, is owned by or licensed to Caasooza and protected by copyright, trademark and other intellectual property laws. No rights are granted except those expressly set out in these Terms.
6. Submissions
Information you send through the contact form will be handled in accordance with our Privacy Policy. You are responsible for ensuring that information you provide is accurate and that you have the right to share it.
7. Disclaimer
The Site is provided “as is” and “as available”. To the fullest extent permitted by law, we make no warranties, express or implied, regarding accuracy, completeness, availability or fitness for a particular purpose. Nothing in these Terms excludes rights you have as a consumer under mandatory law.
8. Limitation of Liability
To the extent permitted by law, Caasooza shall not be liable for any indirect, incidental or consequential loss arising from your use of, or inability to use, the Site. Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud or for any liability that cannot lawfully be limited.
9. Changes and Availability
We may amend these Terms, or suspend or withdraw the Site, at any time. The current version will always be published on this page, and continued use after changes constitutes acceptance.
10. Governing Law and Disputes
These Terms are governed by the laws of Portugal. Disputes shall be subject to the courts of Lisbon, without prejudice to any mandatory consumer protection rules in your country of residence. EU consumers may also use alternative dispute resolution bodies recognised in their member state.
11. Contact
Questions about these Terms can be sent to support@caasooza.com or by post to Avenida do Atlântico 1207, 2750-642 Cascais, Portugal.
Responsible Hospitality
At Caasooza, care for our guests extends well beyond comfort. We are committed to an environment where every form of leisure, from the bar to the theatre to the salon, is enjoyed safely, in moderation and by adults only.
Any form of gambling should remain a leisure choice, never a way to earn money, escape difficulties or recover losses. Our policies below are designed to protect guests, their families and our community, and they apply to every member of staff.
1. Guest Protection Guidelines
- Adults only: access to age-restricted areas is limited to guests aged 18 and over, with mandatory government-issued photo identification checked at every entry.
- Set limits in advance: decide on a time and spending limit before your visit and treat any money spent as the cost of entertainment.
- Take regular breaks: step away, enjoy the gardens, the spa or a meal, and keep track of time.
- Never borrow: no credit or advances are extended to guests for leisure spending of any kind.
- Alcohol and moderation: our bar teams are trained in responsible service and will refuse service to anyone who appears intoxicated.
- Talk to us: if you or someone with you is worried, any member of staff can connect you discreetly with a trained guest welfare officer, available at all hours.
2. Warning Signs
It may be time to seek support if you spend more time or money than intended, feel anxious or irritable when not participating, hide your activity from family, chase losses, or find that leisure spending is affecting your relationships, work or finances. Recognising these signs early makes a real difference.
3. Self-Exclusion Protocols
Self-exclusion bars entry to the gaming salon for a chosen period. It is voluntary, confidential and cannot be reversed during the agreed term.
- Request: speak to any guest welfare officer, the front office manager, or email support@caasooza.com with the subject “Self-Exclusion”.
- Verify: a private meeting is arranged to confirm your identity with photo identification and to take a current photograph for the exclusion record.
- Choose a duration: six months, one year, three years, five years or indefinitely. A minimum term of six months applies.
- Activation: exclusion takes effect immediately. Entry systems and staff are notified, and all marketing for age-restricted areas ceases.
- Support: you are offered information from independent support organisations, and with your consent a welfare officer can help arrange a first contact.
- Ending the term: at the end of a fixed term, exclusion does not lapse automatically; a written request and a 24-hour reflection period are required before reinstatement.
Shorter cooling-off periods of 24 hours, seven days or six weeks are also available for guests who want a temporary pause without a full self-exclusion. Where national self-exclusion registers apply under local law, we honour them in full.
4. Staff Training and Oversight
Every team member receives training on recognising signs of harm, approaching guests with discretion and escalating concerns. Guest welfare officers complete accredited advanced training, and our policies are reviewed annually by an independent adviser.
5. Independent Support Organisations
The following organisations offer free, confidential and independent help. Please search for them by name to find their current contact details.
Sweden’s national licensing and supervisory authority, which oversees consumer protection and the national self-exclusion register.
Sweden’s national support line, offering free and anonymous advice to anyone worried about their own habits or those of someone close.
A leading UK charity providing information, advice, counselling and a free national helpline.
A global service offering free multilingual practical advice and emotional support, available worldwide.
The European industry body that promotes responsible standards and guest protection codes across licensed venues.
If you are in immediate distress, please contact your local emergency services or speak to any member of our team, who will help you straight away.