Règlement
Pestana Guest Club 

1. Nature and Tittle

1.1. The Pestana Guest Club, hereinafter referred to as the “Programme” or by the acronym “PGC”, is a loyalty programme run by the PESTANA HOTEL GROUP designed to provide benefits to guests staying at its hotels (“member(s)” or customer(s)”) in Portugal and abroad listed on the www.pestana.com website as participating in the Loyalty Programme and operating under the trademarks “Pestana Hotels & Resorts”, “Pestana Pousadas de Portugal”, “Pestana Collection Hotels”, "Pestana CR7 Lifestyle Hotels", “Pestana Vacation Club”, “Pestana Residences” and “Pestana Golf Resorts”. Some franchised establishments might not be participating in the Programme, and as such Members are advised to check whether the Hotel or Pousada they intend to stay at is on the list published in the Programme's FAQ section.

1.2. The PESTANA HOTEL GROUP will define the hotels to be included in this Programme from among those referred to in item No. 1.1., and may, at any time, change the list of hotels registered in the Programme. As such, you should check this list on a regular basis.

1.3. The PGC Programme is open to anyone over the age of 18. Each member will be assigned an identification code and no member may be assigned more than one code. Organisations can also take part and each individual indicated by the company in question will be assigned one identification code. Their participation will be governed by the corporate benefit rules.

1.4. The Programme code is personal and non-transferable, and may not be transferred to third parties for any reason whatsoever. It must be provided to any PESTANA HOTEL GROUP establishment at which the member wishes to make use of the respective benefits.

1.5. Members must keep their contact and profile data up-to-date in the customer area provided for this purpose on the www.pestana.com website. Members may terminate their membership at any time by informing the PESTANA HOTEL GROUP in writing, submitted to any of the hotels in the Programme or by sending an e-mail to the aforementioned address.

1.6. Due to the way in which the Programme operates, which involves membership levels being raised or lowered, the conditions and benefits of the PGC card may not always correspond to the image on the card itself. The conditions and benefits applicable under the Programme will therefore be those corresponding to the card number.

2. Benefits

2.1. The Programme provides members with benefits based on their type of PGC card. They are published on the www.pestana.com website.

2.2. Elite level benefits will be earned automatically after reaching 20,000 points within 2 years or after 5 bookings are made at any PESTANA HOTEL GROUP establishment within 1 year.

2.3. Elite Plus level benefits will be earned automatically after reaching 50,000 points within 2 years or after 10 bookings are made at any PESTANA HOTEL GROUP establishment within 1 year.

2.4. Honour level benefits will be earned automatically after reaching 100,000 points within 2 years or after 15 bookings are made at any PESTANA HOTEL GROUP establishment within 1 year.

2.5. DIAMOND level benefits will be granted to new owners of tourist real estate (Pestana Residences) and to new Pestana Vacation Club members and will be valid for a period of 5 years.

2.6. The PESTANA HOTEL GROUP reserves the right to change the criteria for awarding points and other benefits on the www.pestana.com website, subject to 10 days’ notice.

2.7. The www.pestana.com website contains additional up-to-date information on the benefits of the Programme.

2.8. The benefits of the Programme are only available if the respective Member's number is provided before the product or service in question is billed.

2.9. The benefits of the Programme do not apply to specific catering promotions and events such as brunches, restaurant weeks, food fairs, meals for groups of over 10 people and other culinary events.

2.10. The conditions for the use of the discounts and benefits of the Programme are as follows:

a) Access to the CORPORATE level is granted under corporate agreements entered into between the Pestana Hotel Group and partner companies.

b) Points earned per € spent on accommodation (direct PESTANA HOTEL GROUP channels) and food and drink (except room service): GUEST members earn 10 points per euro spent tax-free, ELITE and ELITE CORPORATE members earn 12 points per euro spent tax-free and ELITE PLUS, ELITE PLUS CORPORATE, HONOUR and DIAMOND members earn 15 points per euro spent tax-free.

c) Discounts on accommodation: apply to the indicated rates, whether from the basic price or from special offers published on the websites or at PESTANA HOTEL GROUP Contact Centres; package rates including other items do not feature any PGC discounts; subject to the aforementioned reservations, GUEST, ELITE and ELITE CORPORATE members will be entitled to a 10% discount, ELITE PLUS, ELITE PLUS CORPORATE and HONOUR members will be entitled to a 15% discount and DIAMOND members will be entitled to a 20% discount. Each member can take advantage of these discounts for a maximum of 9 rooms, provided payment is made by the member in question and the invoice is issued in his/her name. In the event the PGC member is not mentioned in the reservation and/or the reservation undergoes a name change, the new guest must provide his/her own PGC card in order to benefit from the discount corresponding to his/her own level in the Programme. If the customer does not have a PGC card and chooses not to join the Programme, the difference compared to the rate that would originally have been applied to a non-member will be charged.

d) Discounts in bars and restaurants: these exclude food and drink purchased as Room Service and do not apply to special packages; only restaurants managed directly by the PESTANA HOTEL GROUP are included in the Programme; non-participating restaurants will not feature any discounts. Apart from these exceptions, GUEST, ELITE, ELITE PLUS, HONOUR, ELITE CORPORATE, ELITE PLUS CORPORATE and DIAMOND members will be entitled to a 10% discount.

e) Early Check-In: this benefit applies to ELITE PLUS and ELITE PLUS CORPORATE members with a 30% discount on the service and to HONOUR and DIAMOND members free of charge. This benefit is subject to the hotel checking availability at least 12 hours in advance.

f) Late Check-Out: this benefit applies to ELITE and ELITE CORPORATE members (30% discount on the service), ELITE PLUS and ELITE PLUS CORPORATE members (50% discount on the service) and HONOUR and DIAMOND members (free-of-charge). This benefit is subject to the hotel checking availability at least 12 hours in advance.

g) Access to exclusive deals: this benefit applies to all levels; PGC members will be given early access to promotions from time to time. The PESTANA HOTEL GROUP reserves the right to send special offers to members who have given their permission to receive notifications.

h) No date restrictions: this benefit applies to all levels, meaning that there are no restrictions on the dates to which benefits or discounts apply, although there may be restrictions on the application of discounts to certain rates.

i) 1 bottle of water: this benefit applies to all levels; for GUEST, ELITE and ELITE CORPORATE members, this offer consists of one bottle of water per stay, generally provided on the first night; for ELITE PLUS, ELITE PLUS CORPORATE, HONOUR and DIAMOND members, this offer consists of one bottle of water per night.

j) Discounts on room upgrades: applicable to ELITE and ELITE CORPORATE members, this discount applies to room upgrades from the room booked to the next category up and consists of a 30% discount on the difference between the two categories. An upgrade to the next room category up is free of charge for ELITE PLUS, ELITE PLUS CORPORATE, HONOUR and DIAMOND members, subject to availability when checking in.

k) VIP treatment: this benefit applies to ELITE, ELITE CORPORATE, ELITE PLUS CORPORATE, HONOUR and DIAMOND levels; it varies from one hotel to another and may differ between hotels and brands.

l) Room Service fee offer: this benefit applies to ELITE PLUS, ELITE PLUS CORPORATE, HONOUR and DIAMOND members; it consists of exemption from the room service fee, based on the prices stated on the hotel's room service menu, which may differ from the restaurant and bar menu.

3. Earning Points

3.1. Points earned from accommodation, restaurant and bar purchases at the listed establishments managed directly by the PESTANA HOTEL GROUP will be credited to PGC members, after deducting VAT or any other applicable tax, once payment is made at the time of booking, during the stay or at check-out, with points potentially also being allocated for other specific purchases in accordance with the relevant information published on the www.pestana.com website.

3.2. Notwithstanding the foregoing, no points will be credited for purchases related to the following situations:

a) Meeting room hire;

b) Audiovisual equipment hire;

c) Services received in hotels but provided by third-party companies (spa, hairdresser or others);

d) Accommodation, Food and Drink purchases billed to corporate groups or more than 10 people on the same invoice;

e) Bookings made using Cash & Points or Points only rates;

f) Vouchers for stays and meals;

g) No-shows or Late cancellations;

h) Bookings at special group rates, particularly non-public rates;

i) Purchase of Food and Drink via room service and mini-bar.

3.3. Points will only be credited to Programme members for stays booked for themselves or for partners or relatives, provided payment is made by the member in question and the invoice is issued in his/her name. Under no circumstances whatsoever will points be credited for stays by anyone who is not related to the member.

3.4. Points will be credited to Programme members when they book directly through the Pestana Hotels & Resorts, Pestana Pousadas de Portugal, Pestana CR7 Lifestyle Hotels and Pestana Collection Hotels websites, as well as through their respective reservation call centres or at the hotels themselves, regardless of whether payment is made when booking or at check-out.

3.5. In the case of stays involving bookings made through tour operators, or corporate agreements, or at non-public Group rates, even if the accommodation is not paid for at check-out, the Programme member will be credited with the fixed amount of 250 points per night for accommodation purchases and, 10 points (for Guest members), 12 points (for Elite and Elite Corporate members) and 15 points (for Elite Plus, Elite Plus Corporate, Honour and Diamond members) for each euro spent, tax-free, in the restaurants and bars of the establishments managed directly by the PESTANA HOTEL GROUP.

3.6. Any purchases made outside the European Union which are eligible for points will be converted into euros at the applicable exchange rate published on the Banco de Portugal (Portuguese Central Bank) website, or any other website accredited for this purpose, unless the PESTANA HOTEL GROUP designates another accredited institution, on the last business day of the month before the respective stay.

3.7. Within the scope of the PGC Programme, figures will be only rounded up to the nearest whole number if the applicable exchange rate used to convert amounts to euros generates a figure with decimals.

3.8. The points arising from a booking will only be credited to one Pestana Guest Club card. Points arising from the same booking cannot be credited to two different cards.

3.9. Any mistake identified by the PESTANA HOTEL GROUP in the allocation of points may be corrected at any time by the PESTANA HOTEL GROUP, without the member being entitled to use any unused points after said correction.

3.10. The list of hotels and establishments participating in the Programme will be published on the Programme website at www.pestana.com and may be changed by the PESTANA HOTEL GROUP without prior notice.

3.11. Points may not be transferred between cards with different numbers held by different members.

4. Conditions of use for benefits

4.1. In order to make bookings and use the benefits of the Programme, members must identify themselves and state their respective code.

4.2. The benefits granted under the PGC scheme are not compatible and may not be combined with other PESTANA HOTEL GROUP Loyalty Programmes unless otherwise stated.

4.3. The PESTANA HOTEL GROUP reserves the right to refuse a booking within the scope of the Programme if insufficient information is provided.

4.4. Employees will cease to receive the benefits granted to Corporate members as soon as they leave the company through which they obtained the respective card, or 2 years after the card is issued, if it is not renewed.

4.5. All individual member loyalty cards are valid for 2 years after the card is issued, whereby the PESTANA HOTEL GROUP reserves the right to cancel them before this date, with due justification, in the event of misuse thereof.

4.6. ELITE members will be downgraded to GUEST level in the event they fail to comply with the conditions specified in item 2.2 and ELITE PLUS members will be downgraded to ELITE or GUEST level in the event they fail to comply with the conditions specified in item 2.3. DIAMOND cards will be downgraded to ELITE level 5 years after they are issued. HONOUR cards will not be downgraded.

4.7. When a card has been inactive for a period of 3 years or more, the PESTANA HOTEL GROUP will proceed to eliminate the card and the personal details related to it, which pertain to the Programme.

4.8. The points balance can be found in the members area on www.pestana.com. Any member can access their balance by logging in with their PGC number or e-mail associated with the card, plus a password.

4.9. Notifications related exclusively to the Programme are sent to members from time to time through existing notification channels, namely promotions, special offers and other equally relevant notifications for the purposes of the PGC, which may be general in nature or adapted to members' profiles, with the aim of keeping them informed about the offers they can take advantage of.

5. Points Validity Conditions

5.1. All Programme points awarded up to June 30, 2023 are valid for a period of 2 years from the date on which they are earned and expire on the penultimate day of the expiry month. All points awarded from July 1, 2023 are valid until June 30, 2025. The PESTANA HOTEL GROUP informs you of points due to expire solely and exclusively in the customer area available at www.pestana.com and members are required to log into their account to view this information.

5.2. Points transferred or converted into points or miles with other entities linked to the PGC scheme may not be credited back to Programme members.

5.3. The PESTANA HOTEL GROUP reserves the right to set different expiry dates for points earned through promotions.

5.4. Points obtained through special offers within the scope of promotions, campaigns and restaurant or bar consumption without accommodation cannot be used for level upgrades.

5.5. Unused points expire 2 years after the date on which they are acquired if they are earned before June 30, 2023, while points acquired after that date expire on June 30, 2025.

5.6. GUEST members are upgraded to ELITE level once they have earned 20,000 points or made 5 bookings in 1 year.

5.7. ELITE members are upgraded to ELITE PLUS level once they have earned 50,000 points or made 10 bookings in 1 year.

5.8. ELITE PLUS members are upgraded to HONOUR level once they have earned 100,000 points or made 15 bookings in 1 year.

5.9. For every 1 euro (€1) spent on accommodation, restaurant and bar purchases at any establishment belonging to the PESTANA HOTEL GROUP and participating in the Programme, 10 points will be awarded to GUEST card Members, 12 points to ELITE and ELITE CORPORATE card members and 15 points to ELITE PLUS, ELITE PLUS CORPORATE, HONOUR and DIAMOND card members.

5.10. No points will be credited for purchases made at hotels and establishments that are not part of the Programme.

6. Booking using points

6.1. Joining the PGC Programme enables members to enjoy free hotel stays by using points, subject to prior booking by members through the Customer Service, at the respective hotel or on the www.pestana.com website. Depending on the type of room, we may or may not accept children aged between 0 and 12.

6.2. Stays using points will not be accepted without a prior booking pursuant to the terms of the previous paragraph.

6.3. Bookings made using points may not be cancelled but may be changed, only once and for the same establishment. In this case there will be no option for points to be returned in the event of a surplus, but additional points will be used if the new booking so requires.

6.4. A booking changed within the permitted period of time will involve the points used being transferred to a new booking, however the date on which the points are credited will be that of the original booking, not the date on which the change is made.

6.5. The PESTANA HOTEL GROUP reserves the right not to accept any changes outside the period of time permitted for this purpose. If a change is accepted outside the permitted period of time, a fee will be charged corresponding to the points for a one-night stay, based on the booking rate, which will be deducted by the hotel from the member's total credit.

6.6. Every hotel implements policies for booking changes, reason for which you should contact the hotel in question if you need any clarifications on this matter, as each rate may have specific changes, with the conditions of these changes being linked to those defined by the hotel and/or rate.

6.7. Bookings cannot be changed after check-in. Therefore, if Programme members shorten their stay, the number of points earned from the original days booked will be deducted. If a member wishes to extend his/her stay, he/she will be required to make a new booking for the days in question, simply by asking the reception desk at the hotel in which they are staying to do so.

6.8. PGC discounts are not applicable to corporate rates.

7. Cancellations and changes to the programme

7.1. The PESTANA HOTEL GROUP reserves the right to cancel or change the conditions of the Programme, in whole or in part, at any point, undertaking to do its utmost to inform Programme members promptly about the content of any changes and the date when they will take effect.

7.2. The PESTANA HOTEL GROUP also reserves the right to impose specific rules for this Programme, depending on the country or another geographic area where this applies.

7.3. The PESTANA HOTEL GROUP will publish all the aforementioned situations involving cancellations or changes on the PGC website, reason for which members should refer to it on a regular basis.

7.4. The PESTANA HOTEL GROUP, its governing bodies and its workers, as well as any related partners within this Programme, are not liable for any loss or damage caused to members and, in case of cancellation, the points held by members at the time will be automatically cancelled, without any entitlement to compensation.

7.5. The PESTANA HOTEL GROUP reserves the right to cancel the PGC membership of any member who misuses his/her credit or benefits.

7.6. In the event a hotel ceases to participate in this Programme, it will no longer be possible to use points credited to PGC members and other Programme benefits at the hotel in question, with no need for the prior notification of members.

7.7. If the event a membership is terminated as described in item 7.5, or is cancelled as described in item 7.1 of this clause, the member in question will lose his/her right to the points earned up to the respective date and will not be entitled to any compensation.

8. Errors and retroactive complaints

8.1. The PESTANA HOTEL GROUP will not be held liable for lost correspondence or post office delays and reserves the customer's right to change their rates for better ones, provided this option is specified in the Terms and Conditions of their previous booking, as well as the right to change the descriptions or promotional material sent to members.

8.2. Any complaint from Programme members regarding credit, the use of points or the enjoyment of other benefits should be submitted to the respective hotel or the specific area on the www.pestana.com website, attaching the invoice for the stay or any other documentation supporting the complaint.

8.3. The deadline for the submission of complaints regarding the allocation of points is 6 months from the date of the stay, after which the respective right will no longer apply.

9. Data Privacy and Applicable Law 

9.1. The data collected will be processed by Pestana Management - Serviços de Gestão S.A., a limited company headquartered at Rua Jau, n.º 54, 1300-314 Lisbon, registered with the Commercial Registry Office of Lisbon and the Corporate Taxpayer Registry under the single number 511230397 and by Intervisa - Viagens e Turismo Unipessoal, Lda., headquartered at Rua Jau, n.º 54, 1300-314 Lisbon, registered with the Commercial Registry Office of Lisbon and the Corporate Taxpayer Registry under the single number 502669152, as the joint controllers of your personal data or, in specific situations, as subcontractors of other companies from the corporate group to which they belong.

9.2. Members' personal data will be kept for a period of 5 years, unless their accounts have been inactive for a period of 3 years, in which case the personal data in question will be deleted for these purposes.

9.3. Members' personal data will be processed for the purposes of managing the loyalty system and participation in the Programme, in particular, to award points and to manage the respective benefits, as well as to send notifications related to the Programme through the various means of contact available, as described in Clause 4.9 of these Terms and Conditions.

9.4. For the purpose of receiving notifications related to the Programme, as described in Clause 4.9 of these Terms and Conditions, please note that when subscribing to the Programme, they will be sent via all channels available to the PESTANA HOTEL GROUP. However, you may, at any time and free of charge, access your personal “My Account” area on this website, where you can change your notification settings under the “MY PROFILE” option. You can manage your notification preferences on this page, more specifically the channel through which you wish to receive notifications related to the Programme, as well as to stop receiving such notifications.

9.5. In this regard, participants' personal data will be processed for the purposes of pre-contractual procedures at their request, for the execution of the contract entered into through the acceptance of these Terms and Conditions, as well as to comply with the legitimate interests of the data controller entities.

9.6. Participants' personal data may, within the scope of this Programme, be disclosed to other Pestana Hotel Group companies in order to enable them to enjoy the benefits associated with the card.

9.7. Participants may exercise their rights of access, rectification, deletion, opposition, limitation and portability by accessing the platform available at https://pestanahotelgroup.atlassian.net/servicedesk/customer/portal/5 or by sending an e-mail to dpo@pestana.com. Moreover, notification preferences can be managed through the Customer Area page available for this purpose under “NOTIFICATION SETTINGS”.

9.8. Members may, at any time and free of charge, access and/or change their personal data and notification preferences in their Customer Area.

9.9. Members may send their complaints to the Comissão Nacional de Protecção de Dados (Portuguese National Data Protection Commission), located on Av. D. Carlos I, 134 - 1º, 1200-651 Lisbon or using the e-mail address geral@cnpd.pt .

9.10. Reading these terms and conditions does not waive the reading of the Privacy Policy available at www.pestana.com.

Please clarify the reason for possible changes in points for bookings made more than 6 months in advance. This reason should definitely be included in these T&C, as it will provide members with contractual security and reinforce their right to information.

Dernière modification : 10/12/2024