Questions related with vouchers, where to use, how to use, delivery and returns or exchanges.

  • Terms and Conditions Gourmet Voucher

    See all the terms and conditions of the Voucher Gourmet: 1 meal for 2 people.

    1. Where can the Gourmet Voucher be used?

    This voucher is valid at

    PESTANA POUSADAS DE PORTUGAL:

    • AZORES: Horta
    • ALENTEJO: Castelo de Alcácer do Sal | Convento de Arraiolos | Convento de Beja | Castelo de Estremoz | Convento de Évora | Marvão | Convento de Vila Viçosa | Mosteiro do Crato
    • ALGARVE: Palácio de Estoi | Sagres | Convento de Tavira
    • CENTRE: Serra da Estrela | Ria | Castelo de Óbidos | Viseu
    • LISBON: Pousada de Lisboa | Palácio Nacional de Queluz | Castelo de Palmela | Casa do Leão (Castelo de São Jorge)
    • NORTH: Mosteiro de Amares | Caniçada - Gerês | Mosteiro de Guimarães | Viana do Castelo


    In PESTANA COLLECTION HOTELS:

    • LISBON: Pestana Palace Lisboa | Pestana Cidadela Cascais
    • NORTH: Pestana Palácio do Freixo


    And do not forget…PESTANA CR7 LIFESTYLE HOTELS:

    • LISBON: CR7 Corner Bar & Bistro
    • MADEIRA: CR7 Corner Pizza, Burger, Beer & Wine

     

    2. How long is the Gourmet Voucher valid for?

    The voucher is valid for 12 months from the date of purchase!

     
    3. How will I receive the Gourmet Voucher?

    Continental Portugal and Islands:
    Delivery will be made within 48 hours to your chosen address, unless we are prevented from doing so by circumstances beyond our control.

     

    International Shipping:
    Delivery will be made within 12 days to your chosen address, unless we are prevented from doing so by circumstances beyond our control.

     

    4. How do I use the Gourmet Voucher?

    Advance booking is required to use the Gourmet Voucher. This booking can only be made 3 days after the date of purchase and the meal must be reserved in advance by contacting the respective Pousada or Hotel. This will be subject to restaurant availability. It is also essential to hand over the voucher at the time of use.

     

    5. Can I combine vouchers?

    No, this voucher cannot be combined with other vouchers, discounts or promotions.

     

    6. Can I exchange the Gourmet Voucher?

    Yes, up to 30 days before the voucher expires, it can be exchanged for a superior voucher on payment of the respective upgrade.

     

    7. Can I return the Gourmet Voucher?

    Yes, up to 15 days after the purchase date.


    At its sole discretion, the Pestana Group may temporarily close hotels if necessary. These will be temporarily excluded from the scope of this agreement and Pestana Group will always undertake to forward requests to other hotels where justified.

    Read more
  • Terms and Conditions Check-In Voucher

    See all the terms and conditions of the Voucher Check-In: 1 night for 2 people in Pousadas de Portugal.


    1. Where can the Check-In Voucher be used?

    This voucher is valid at the following Pousadas:

    • AZORES: Forte da Horta | Forte de Angra
    • ALENTEJO: Castelo de Alcácer do Sal | Convento de Arraiolos | Convento de Beja | Marvão | Convento de Vila Viçosa | Castelo de Alvito
    • ALGARVE: Sagres
    • CENTRE: Ourém | Serra da Estrela | Ria | Viseu
    • LISBON: Castelo de Palmela | Palácio de Queluz
    • NORTh: Bragança | Palacete de Alijó | Valença do Minho

    2. Are the conditions of the Check-In Voucher the same at any time of the year?

    No, on certain dates this voucher (valid for 1 night) becomes a discount voucher. The actual value of the voucher is deducted at the time of booking based on the flexible fee at pestana.com/en.
    The dates are:

    • Every Saturday and New Year, Carnival, Easter and national or local holiday periods, and bank holidays.
    • From 1 JULY to 31 AUG: Forte da Horta | Castelo de Alcácer do Sal | Sagres | Ria.
    • From 1 DEC to 31 MAR and 1 a 31 AUG: Serra da Estrela

    3. How will I receive the Check-in Voucher?


    Continental Portugal and Islands:
    Delivery will be made within 48 hours to your chosen address, unless we are prevented from doing so by circumstances beyond our control.

    International Shipping:
    Delivery will be made within 12 days to your chosen address, unless we are prevented from doing so by circumstances beyond our control.


    4. How long is the Check-in Voucher valid for?
    The voucher is valid for 12 months from the date of purchase!

    5. How do I use the Check-in Voucher?
    Advance booking is required to use the Check-in Voucher. This booking can only be made 3 days after the date of purchase, and is subject to unit availability. The voucher must be handed over when checking in, if not, the stay will be charged according to the flexible fee at pestana.com/en

    6. Can I combine vouchers?
    No, this voucher cannot be combined with other vouchers, discounts or promotions.


    7. Can I exchange a Check-in Voucher?

    Yes, up to 30 days before the voucher expires, it can be exchanged for a superior voucher on payment of the respective upgrade.

    8. Can I return the Check-in Voucher?

    Yes, up to 15 days after the purchase date.

     

    9. Am I entitled to extra beds?

    Yes, subject to additional payment of the respective supplements, which will be calculated based on the flexible fee published at pestana.com/en

    10. Can I get a room upgrade?

    The voucher may be used to book superior to Standard room types, in which case the flexible fee published at pestana.com/en will be paid for the desired room type, deducted from the voucher’s face value.

    11. Can I cancel my booking?

    Yes, up to 48 hours prior to your arrival. In the event of a late cancellation or a no-show, the voucher will be considered used.

    At its sole discretion, Pestana Group may temporarily close hotels if necessary. These will be temporarily excluded from the scope of this agreement and Pestana Group will always undertake to forward requests to other hotels where justified.

    Read more
  • In Vivo Voucher Conditions

    Read all the conditions of use for the In Vivo voucher: 2-day Healthy Detox Programme for 1 person.

    1. Where can the IN VIVO voucher be used?
    This voucher is valid only at the Pestana Palace Lisboa’s Magic SPA.

    2. How long is the In Vivo voucher valid for?
    The voucher is valid for 12 months from the date of purchase.

    3. How will I receive the In Vivo voucher?
    It will be emailed to you within 48 hours. Please include your email address when purchasing.

    4. How can I use the In Vivo voucher?
    Advance booking is required to use the In Vivo voucher. This booking can only be made 3 days after the date of purchase and the Healthy Detox programme must be reserved in advance by contacting the respective department. This will be subject to Magic SPA availability. You must also present the voucher at the time of use.

    5. Contact for booking:
    MAGIC SPA PESTANA PALACE
    Tel: +351 213 615 600
    Email: reservas.spa@pestana.com

    6. Can I combine vouchers?
    No, this voucher cannot be combined with other vouchers, discounts or promotions.

    7. Can I exchange the In Vivo voucher? Exchanges are not permitted.

    8. Can I return the In Vivo voucher? Yes, up to 15 days after the purchase date.

    At its sole discretion, Pestana Group may temporarily close hotels if necessary. These will be temporarily excluded from the scope of this agreement and Pestana Group will always undertake to forward requests to other hotels where justified.

    Read more
  • Terms and Conditions Premium Check In Voucher

    See all the terms and conditions of the Premium Check-In Voucher: 1 or 2 nights for 2 people in Pousadas de Portugal.

    1. Where can the Premium Check-in Voucher be used?

    This voucher is valid for at the following Pousadas:


    Valid for  1 night:

    • ALENTEJO: Castelo de Estremoz | Convento de Évora
    • ALGARVE: Convento de Tavira
    • NORTH: Gerês – Caniçada | Viana do Castelo

    Valid for 2 nights:

    • AZORES: Forte da Horta | Forte de Angra
    • ALENTEJO: Castelo de Alcácer do Sal | Convento de Arroiolos | Convento de Beja | Marvão | Convento de Vila Viçosa | Castelo de Alvito
    • ALGARVE: Sagres
    • CENTRE: Ourém | Viseu | Ria | Serra da Estrela
    • LISBON: Castelo de Palmela | Palácio de Queluz
    • NORTH: Bragança | Palacete de Alijó | Valença do Minho

    2. Are the conditions of the Premium Check-In Voucher the same at any time of the year?

    No, on certain dates this voucher (valid for 1-2 nights) becomes a discount voucher. The actual value of the voucher is deducted at the time of booking based on the flexible fee at pestana.com/en. The dates are:

    • In the periods of: New Year, Carnival, Easter and national or local holiday periods, and bank holidays.
    • From 1 JULY to 31 AUG: Viana do Castelo | Gerês- Caniçada | Ria | Castelo de Alcácer do Sal | Sagres | Convento de Tavira | Forte da Horta
    • From 1 DEC to 31 MAR: Serra da Estrela

    3. How will I receive the Premium Check-in Voucher?


    Continental Portugal and Islands:
    Delivery will be made within 48 hours to your chosen address, unless we are prevented from doing so by circumstances beyond our control.

    International shipping:
    Delivery will be made within 12 days to your chosen address, unless we are prevented from doing so by circumstances beyond our control.
     

    4. How long is the Premium Check-in Voucher valid for?

    The voucher is valid for 12 months from the date of purchase!

    5. How do I use the Premium Check-in Voucher?
    Advance booking is required to use the Check-in Voucher. This booking can only be made 3 days after the date of purchase, and is subject to unit availability. The voucher must be handed over when checking in, if not, the stay will be charged according to the flexible fee at pestana.com/en

    6. Can I combine vouchers?

    No, this voucher cannot be combined with other vouchers, discounts or promotions.

    7. Can I exchange the Premium Check-in Voucher?

    Yes, up to 30 days before the voucher expires, it can be exchanged for a superior voucher on payment of the respective upgrade.

    8. Can I return the Premium Check-in Voucher?

    Yes, up to 15 days after the purchase date.

    9. Am I entitled to extra beds?

    Yes, subject to additional payment of the respective supplements, which will be calculated based on the published flexible fee.

    10. Can I get a room upgrade?

    The voucher may be used to book superior to Standard room types, in which case the published flexible fee will be paid for the desired room type, deducted from the face value of the voucher.

    11. Can I cancel my booking?

    Yes, up to 48 hours prior to your arrival. In the event of a late cancellation or a no-show, the voucher will be considered used.

    At its sole discretion, Pestana Group may temporarily close hotels if necessary. These will be temporarily excluded from the scope of this agreement and Pestana Group will always undertake to forward requests to other hotels where justified.

    Read more
  • Terms and Conditions Luxury Voucher

    See all the terms and conditions of Luxury Voucher: 1 or 2 nights for 2 people in Collection Hotels or Pousadas de Portugal.

    1. Where can the Luxury Voucher be used?

    The Luxury voucher is valid at selected Pousadas de Portugal and Pestana Collection hotels.

    Valid for 1 night:

    • ALENTEJO: Castelo de Estremoz | Convento de Évora | Mosteiro do Crato
    • ALGARVE: Convento de Tavira | Palácio de Estoi
    • LISBON: Pestana Palace Lisboa | Pestana Cidadela Cascais | Pousada de Lisboa – Praça do Comércio (noite válida de 1 Nov a 30 Abril)
    • NORTH: Pestana Palácio do Freixo | Mosteiro de Amares | Gerês-Caniçada | Mosteiro de Guimarães | Viana do Castelo.

    Valid for 2 nights:

    • AZORES: Forte da Horta | Forte de Angra
    • ALENTEJO: Castelo de Alcácer do Sal | Convento de Arroiolos | Convento de Beja | Marvão | Convento de Vila Viçosa | Castelo de Alvito
    • ALGARVE: Sagres
    • CENTRE: Ourém | Viseu | Ria | Serra da Estrela
    • LISBON: Castelo de Palmela | Palácio de Queluz
    • NORTH: Bragança | Palacete de Alijó | Valença do Minho

    2. Are the conditions of the Luxury Voucher the same at any time of the year?

    No, on certain dates this voucher (valid for 1-2 nights) becomes a discount voucher. The actual value of the voucher is deducted at the time of booking based on the flexible fee at pestana.com/en.  

    The dates are:

    • In the periods of New Year, Carnival, Easter and national or local holiday periods, and bank holidays.
    • From 1 JULY to 31 AUG: Viana do Castelo | Gerês- Caniçada | Ria | Castelo de Alcácer do Sal | Sagres | Convento de Tavira | Forte da Horta
    • From 1 DEC to 31 MAR: Serra da Estrela

    3. How will I receive the Luxury Voucher?


    Continental Portugal and Islands:
    Delivery will be made within 48 hours to your chosen address, unless we are prevented from doing so by circumstances beyond our control.

    International Shipping:
    Delivery will be made within 12 days to your chosen address, unless we are prevented from doing so by circumstances beyond our control.

    4. How long is the Luxury Voucher valid for?

    The voucher is valid for 12 months from the date of purchase!

    5. How do I use the Luxury Voucher?

    Advance booking is required to use the Luxury Voucher. This booking can only be made 3 days after the date of purchase, and is subject to unit availability. The voucher must be handed over when checking in - if not, the stay will be charged according to the flexible fee.

    6. Can I combine vouchers?

    No, this voucher cannot be combined with other vouchers, discounts or promotions.

    7. Can I exchange the Luxury Voucher?

    Yes, up to 30 days before the voucher expires, it can be exchanged for a superior voucher on payment of the respective upgrade.

    8. Can I return the Luxury Voucher?


     

    9. Am I entitled to extra beds?

    Yes, subject to additional payment of the respective supplements, which will be calculated based on the published flexible fee in pestana.com/en

    10. Can I get a room upgrade?

    The voucher may be used to book superior to Standard room types, in which case the published flexible fee will be paid for the desired room type, deducted from the face value of the voucher.

    11. Can I cancel my booking?

    Yes, up to 48 hours prior to your arrival. In the event of a late cancellation or a no-show, the voucher will be considered used.

    At its sole discretion, Pestana Group may temporarily close hotels if necessary. These will be temporarily excluded from the scope of this agreement and Pestana Group will always undertake to forward requests to other hotels where justified.

    Read more
  • Terms and Conditions Check-In Voucher Hotels & Resorts

    See all the terms and conditions for the Check-In Voucher: 1 or 2 nights for 2 people  in Pestana Hotels & Resorts.


    1. Where and when is the Check-in Voucher valid?

    The Check-in Voucher is valid at (selected) Hotels and Resorts on the following dates:

    01 OCT to 31 OCT:

    Valid for 1 night:

    • ALGARVE: Pestana Dom João II | Pestana Viking
    • LISBON: Pestana Sintra

    01 NOV to 31 MAR:

    Valid for 1 night:

    • ALGARVE: Pestana Vila Sol
    • LISBON: Pestana Cascais | Pestana Sintra
    • MADEIRA: Pestana Carlton | Pestana Casino | Pestana Grand | Pestana Village | Pestana Palms | Pestana Miramar
    • AZORES: Pestana Bahia Praia

    Valid for 2 nights:

    • ALGARVE: Pestana Dom João II | Pestana Viking

    01 APRIL to 31 MAY:

    Valid for 1 night:

    • ALGARVE: Pestana Dom João II | Pestana Viking
    • LISBON: Pestana Sintra

    2. Are the conditions of the Check-in Voucher the same at any time of the year?

    No, on certain dates this voucher (valid for 1-2 nights) becomes a discount voucher. The actual value of the voucher is deducted at the time of booking based on the flexible fee at Pestana.com/en. The discount voucher must be used when booking at Pestana.com/en or through our Reservation Department on +351 218 442 001 (cannot be used for bookings made directly at the hotel).


    The dates are:

    01 OCT to 31 OCT:

    • ALGARVE: Pestana Alvor Praia | Pestana Vila sol
    • LISBON: Pestana Cascais
    • MADEIRA: Pestana Carlton | Pestana Casino| Pestana Grand | Pestana Village | Pestana Miramar | Pestana Palms
    • AZORES: Pestana Bahia Praia

    01 NOV to 31 MAR:

    • ALGARVE: Pestana Alvor Praia

    01 APRIL to 31 MAY:

    • ALGARVE: Pestana Alvor Praia | Pestana Vila Sol
    • MADEIRA: Pestana Carlton | Pestana Casino | Pestana Grand | Pestana Village | Pestana Palms | Pestana Miramar
    • LISBON: Pestana Cascais
    • AZORES: Pestana Bahia Praia

    01 JUNE to 30 SEPT:

    • ALGARVE: Pestana Alvor Praia | Pestana Vila Sol | Pestana D. João II | Pestana Viking
    • LISBON: Pestana Cascais | Pestana Sintra
    • MADEIRA: Pestana Carlton | Pestana Casino | Pestana Grand | Pestana Village | Pestana Palms | Pestana Miramar
    • AZORES: Pestana Bahia Praia

    NEW YEAR AND FLOWER FESTIVAL:

    • ALGARVE: Pestana D. João II | Pestana Viking
    • MADEIRA: Pestana Carlton | Pestana Casino Park | Pestana Grand | Pestana Village | Pestana Miramar | Pestana Palms

    3. How will I receive the Check-in Voucher?


    Continental Portugal and Islands:
    Delivery will be made within 48 hours to your chosen address, unless we are prevented from doing so by circumstances beyond our control.


    International Shipping:
    Delivery will be made within 12 days to your chosen address, unless we are prevented from doing so by circumstances beyond our control.
      

    4. How long is the Check-in Voucher valid for?

    The voucher is valid for 12 months from the date of purchase!

    5. How can I use the Check-in Voucher?

    Advance booking is required to use the Check-in Voucher. This booking can only be made 3 days after the date of purchase, and is subject to unit availability. The voucher must be handed over when checking in, if not, the stay will be charged according to the flexible fee.

    6. Can I combine vouchers?

    No, this voucher cannot be combined with other vouchers, discounts or promotions.

    7. Can I exchange the Check-in Voucher?

    Yes, up to 30 days before the voucher expires, you can exchange it for a superior voucher on payment of the respective upgrade.

    8. Can I return the Check-in Voucher?

    Yes, up to 15 days after the purchase date.

    9. Am I entitled to extra beds?

    Yes, subject to additional payment of the respective supplements, which will be calculated based on the published flexible fee.

    10. Can I get a room upgrade?

    The voucher may be used to book superior to Standard room types, in which case the published flexible fee will be paid for the desired room type, deducted from the face value of the voucher.

    11. Can I cancel my booking?

    Yes, up to 48 hours prior to your arrival. In the event of a late cancellation or a no-show, the voucher will be considered used.

    12. What happens if I don’t use all the nights I am entitled to?

    Customers who spend fewer nights than those to which they are entitled will not be able to reclaim those nights. Pestana Group will not refund the difference.


    At its sole discretion, Pestana Group may temporarily close hotels if necessary. These will be temporarily excluded from the scope of this agreement and Pestana Group will always undertake to forward requests to other hotels where justified.

    Read more
  • Terms and Conditions Premium Check-In Voucher Hotels & Resorts

    See all the terms and conditions of the Premium Check-In Voucher: 1, 2 or 4 nights for 2 people in Pestana Hotels & Resorts.

    1. Where and when is the Premium Check-in Voucher valid?

    The Check-in Voucher is valid at selected Hotels and Resorts on the following dates:

    01 OCT to 31 OCT:

    Valid for 1 night:

    • ALGARVE: Pestana Alvor Praia | Pestana Vila Sol |
    • LISBON: Pestana Cascais
    • MADEIRA: Pestana Carlton | Pestana Casino | Pestana Grand | Pestana Village | Pestana Miramar | Pestana Palms

    Valid for 2 nights:

    • ALGARVE: Pestana D. João II | Pestana Viking
    • LISBON: Pestana Sintra

    01 NOV to 31 MAR:

    Valid for  1 night:

    • ALGARVE: Pestana Alvor Praia

    Valid for 2 nights:

    • ALGARVE: Pestana Vila Sol
    • LISBON: Pestana Cascais | Pestana Sintra
    • MADEIRA: Pestana Carlton | Pestana Casino | Pestana Grand | Pestana Village | Pestana Palms | Pestana Miramar
    • AZORES: Pestana Bahia Praia

    Valid for 4 nights:

    • ALGARVE: Pestana D. João II | Pestana Viking

    01 APRIL to 31 MAY:

    Valid for 1 night:

    • ALGARVE: Pestana Vila Sol | Pestana Alvor Praia
    • LISBON: Pestana Cascais
    • MADEIRA: Pestana Carlton | Pestana Casino | Pestana Grand | Pestana Village | Pestana Palms | Pestana Miramar
    • AZORES: Pestana Bahia Praia

    Valid for 2 nights:

    • ALGARVE: Pestana D. João II | Pestana Viking
    • LISBON: Pestana Sintra

    01 APRIL to 31 MAY:

    Valid 1 night:

    • AZORES: Pestana Bahia Praia

    2. Are the conditions of the Premium Check-in Voucher the same at any time of the year?

    No, on certain dates this voucher (valid for 1, 2 or 4 nights) becomes a discount voucher. The actual value of the voucher is deducted at the time of booking based on the flexible fee at Pestana.com/en. The discount voucher must be used when booking at Pestana.com/en or through our Reservation Department on +351 218 442 001 (cannot be used for bookings made directly at the hotel).


    The dates are:

    01 JUN to 30 SEPT:

    • ALGARVE: Pestana Alvor Praia | Pestana Vila Sol | Pestana D. João II | Pestana Viking
    • LISBON: Pestana Cascais | Pestana Sintra
    • MADEIRA: Pestana Carlton | Pestana Casino | Pestana Grand | Pestana Village | Pestana Palms | Pestana Miramar

    NEW YEAR AND FLOWER FESTIVAL:

    • ALGARVE: Pestana D. João II | Pestana Viking
    • MADEIRA: Pestana Carlton | Pestana Casino Park | Pestana Grand | Pestana Village | Pestana Miramar | Pestana Palms

    3. How will I receive the Premium Check-in Voucher?

    Continental Portugal and Islands:
    Delivery will be made within 48 hours to your chosen address, unless we are prevented from doing so by circumstances beyond our control.


    International Shipping:
    Delivery will be made within 12 days to your chosen address, unless we are prevented from doing so by circumstances beyond our control.


    4. For how long is Premium Check-in Voucher valid?

    The voucher is valid for 12 months from the date of purchase!

    5. How do I use the Premium-Check-in Voucher?

    Advance booking is required to use the Premium Check-in Voucher. This booking can only be made 3 days after the date of purchase, and is subject to unit availability. The voucher must be handed over when checking in - if not, the stay will be charged according to the flexible fee.

    6. Can I combine vouchers?

    No, this voucher cannot be combined with other vouchers, discounts or promotions.

    7. Can I exchange the Premium Check-in Voucher?

    Yes, up to 30 days before the voucher expires, it can be exchanged for a superior voucher on payment of the respective upgrade.

    8. Can I return the Premium Check-in Voucher?

    Yes, up to 15 days after the purchase date.

    9. Am I entitled to extra beds?

    Yes, subject to additional payment of the respective supplements, which will be calculated based on the published flexible fee.

    10. Can I get a room upgrade?

     

    The voucher may be used to book superior to Standard room types, in which case the published flexible fee will be paid for the desired room type, deducted from the face value of the voucher.

    11. Can I cancel my booking?

    Yes, up to 48 hours prior to your arrival. In the event of a late cancellation or a no-show, the voucher will be considered used.

    12. What happens if I don’t use all the nights I am entitled to?

    Customers who spend fewer nights than those to which they are entitled will not be able to reclaim those nights. Pestana Group will not refund the difference.

    At its sole discretion, Pestana Group may temporarily close hotels if necessary. These will be temporarily excluded from the scope of this agreement and Pestana Group will always undertake to forward requests to other hotels where justified.

    Read more