Need help with your booking?
What is included in the price?
When the search is performed for availability, everything that is included in the price is stated in the “rate conditions” as well as the rate policy. That information is also contained in the booking confirmation email.
Is the breakfast included in the price?
Depending on the rate selected, the light lunch may or may not be included. That information is found in the availability search step in the "Rate conditions" and in the booking confirmation email.
What does best price mean?
Pestana Hotel Group attempts to guarantee the best price available on its brand websites. However, if you find a lower rate which offers exactly the same terms we applied, we'll match the lower price and award an additional 5% discount.
I found a lower price on another website, what should I do?
If you have a reservation with us and found a lower rate on another website which presents exactly the same terms as ours, please fill out the Best Price Guarantee form available on the website or access it here. After validation of the request, Pestana Customer Care will contact you to conclude the process. Consult the Best Price Guarantee programme terms via the link. The “Best Price Guarantee” may only be used within 24 hrs from the time the booking confirmation is received.
The price that I saw last week is no longer available, why?
Our prices vary according to occupation rate and time of year for which the search is performed. You may also have seen a promotion available on that date, which in the meantime ended.
Is the price per person or per room?
The prices shown are per room, except when otherwise indicated.
Can I take advantage of an online rate booking directly with the reservation department?
Through our Customer Care you may use the same discounts available on the Pestana website.
What is a stay with all included? And full board? And half board?
A stay with all included contains all primary meals in the price (breakfast, lunch, dinner) as well as snacks and national beverages which may be consumed throughout the day. Full board includes 3 primary meals with no beverages included. The half board includes the breakfast and dinner (or lunch) with no beverages included.
What are the payment conditions?
To book a stay on the Pestana and Pousadas brand websites you always need a credit card. If the reservation is prepaid, the price is immediately charged to your credit card. You can also guarantee your reservation (prepaid) via bank transfer. We suggest contacting Pestana Customer Care on 808 252 252 (in Portugal) or +351 218 442 001 (outside of Portugal) or via email. If the customer chooses a pay later rate, they may pay the amount with a credit card, debit card or in cash directly at the Hotel Location.
In hotels in Portugal, under the terms of Law No. 92/2017, of 22 August, for payments or receipts involving amounts equal to or greater than 3,000 Eur (10,000 Eur for non-residents), specific payment methods such as card or bank transfer should be used.
Do I always have to pay by credit card at the hotel?
A credit card is always needed to guarantee the reservation. If you chose a rate with direct payment at the Hotel, you can pay the total amount of your stay by credit card, debit card or cash.
Is it secure to make a reservation on the Pestana or Pousadas brand websites?
Yes. In order to guarantee your security and maximum confidentiality, we handle your information according to Europe's data protection laws to avoid possible access to information, protecting all personal data provided by the customers. Only persons authorised by the company will be able to access your personal data while performing their work.
Whenever credit card information is requested, the communication is made via a secure connection established between the website and your browser (SSL -Secure Sockets Layer), which means that your information will be encrypted when sent over the internet. You can confirm that it is in secure mode when you see a "lock" icon in the upper right-hand corner or in the upper left-hand corner of your screen.Read more Read less
Do I always have to pay by credit card when I book online?
To book a stay on the Pestana and Pousadas brand websites you always need a credit card. If the reservation is prepaid, the price is immediately charged to your credit card. If the reservation is pay later, the credit card serves only to guarantee the reservation. You can also guarantee your reservation (prepaid) via ATM bank transfer. We suggest contacting Pestana Customer Care on 808 252 252 (in Portugal) or +351 218 442 001 (outside of Portugal) or via email.
I'm entering my credit card details, when are you going to hold the amount?
If you choose a prepaid rate, your reservation price will be charged immediately. If you choose a rate for payment at the Hotel, no amount will be held on your card. The Hotel reserves the right to pre-authorise the credit card to verify its validity. For pay later reservations, a valid card will be requested at check-in, holding an amount equal to the price of the room, plus the guarantee amount for incidentals.
For prepaid reservations, only the amount for incidentals will be held, 25.00€ per person (excluding children), times the number of nights in the stay.
At check-out the total to be paid will be confirmed with the guest, with any difference in the amount held automatically reinstated to the card. If the guest doesn't have a credit card or declines to perform pre-authorisation, they may choose to leave a security deposit in cash under the same criteria defined for pre-authorisations. Any difference from the deposit will be reimbursed at check-out. A daily verification is made on the accounts of staying guests by the front desk team.Read more Read less
If a guest exceeds the initial guarantee amount, we will proceed with an update to the authorisation on the card, or we will contact you for an additional deposit. If at check-in the guest declines both options, (pre-authorisation or deposit), the alternative No-post may be activated on the Reservation. In this case, the guest will have to immediately pay the amount equal to the total room price for pay later reservations, and will be informed that any extra services will have to be paid when used.
When making payment my card was declined, what can I do?
We suggest contacting Pestana Customer Care on 808 252 252 (if you live in Portugal) or at +351 218 442 001 (if you live outside of Portugal) or via email.
Which credit cards may I use to book on the website?
Visa and MasterCard.
Can I pay at the hotel with a different card from the one I used to make the booking?
If you plan to pay with another credit card, you may use it however, you will have to present the card with which you made the website reservation as a form of identity confirmation.