HELP CENTRE
 

Frequently Asked Questions

On the FAQs page, you'll find quick answers to questions related to reservations, units, services, facilities, cancellation policies, vouchers and much more.

Woman having breakfast on the terrace of a restaurant with an ocean view, at a seaside hotel
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Book a stay

Reservations
Can I make a booking at multiple hotels?
To make a booking at more than one hotel, you need to separately make a booking at each Hotel of interest.
Can I book more than one room?
When carrying out your search, you can select the number of rooms you are interested in, with 5 being the maximum. You can only book several rooms at the same time when your mix of adults/children is consistent. If it is not, you will need to make several bookings separately.
What are the benefits of booking online?

The lowest prices are available on Pestana and Pousadas brand websites. If the customer finds a lower price, we guarantee to match it and apply a 5% discount to that price, as long as it offers the same terms and conditions as ours. If you are a Pestana Guest Club member, you can immediately enjoy a 10% discount and other benefits. There are also exclusive discounts that are only available on the Pestana and Pousadas brand websites.

Can I book a room for daytime use?
Through the Pestana and Pousadas brand websites you may not book a room for daytime use. You should contact the Hotel or Pousada directly.
How do I book an accessible room?
To book an accessible room, we recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).
How do I receive the booking confirmation?
After completing your booking, the booking confirmation is sent via email to the address provided.
How do I make a special request? Double bed, extra bed, etc.
If you wish to make a special request, please add it to the “comments” section in the last step of the booking process. These requests are subject to availability.

As an alternative, we recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

Can I book a stay for the same day I am searching?
Yes, you may book a same-day stay. If you do not show up, your booking will be charged in full because the cancellation policy will no longer be in effect.
How do I make a booking?
​​To make a booking on the pestana.com website just choose the hotel of interest in the field “Choose a Hotel”, select the dates and the number of adults/children/rooms. Next, click on search. Several types of rooms will appear along with the various promotional offers. To complete the booking, just click on “Book Now” and fill in the requested information.

As an alternative, we recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

How do I know that the booking was successfully made?
After filling in your personal/payment details and their correct validation, you will receive a booking confirmation email to the email address you provided. On the website, you will also receive a prompt with your booking number.
I lost the email with the booking confirmation; what should I do?
We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

However, presenting a booking confirmation at check-in is not required; simply present an identification document that matches the name in which the booking was made.

Is it possible to declare the expenses on stays at Pestana Hotel Group Hotels for tax benefit purposes?
Yes, this is possible for all bookings made on the Pestana website or via Customer Service, where payment is made directly at the Hotel. Where prepaid bookings are made on the Website, these are handled by the company Intervisa – Viagens e Turismo, Lda. Intervisa is a travel agency, which means that its operations fall under a specific value-added tax regime (DL 221/85) applicable to travel agencies and tour operators. As the Pestana website administrator, Intervisa bills customers for their own prepaid accommodation bookings, regardless of the hotel. Intervisa – Viagens e Turismo, Lda. is a travel agency with the appropriate CAE [Economic Activity Code] (79110 – Travel Agency Activities), therefore tax benefits are not permitted.
When booking, should I include babies/children in the number of guests if no cradle/extra bed is necessary?
When booking, you should always indicate the number of guests and their age, and request a cradle or extra bed if necessary.
If stays for children are free, why should I include children in the number of guests when I carry out a search?
Stays for children are free but the room type should be suited to the number of guests. That’s why you should include children in the number of guests when booking.
How can I book connecting rooms?
We cannot guarantee the connecting rooms that will be assigned to guests. Since connecting rooms vary depending on room types, we recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).
I’m under 18 years old, can I stay at the hotel without an adult?
Only guests aged 18 years old or older can stay at the hotel, unless they’re accompanied by an adult.
Are drinks included in half-board bookings?
No, drinks are paid for separately.
If I select half board, can I choose between lunch and dinner?
Half board always includes dinner but you can ask the hotel to change the meal to lunch instead, which is at their discretion.
Prices and Promotions
Is breakfast included in the price?
Depending on the rate selected, breakfast may or may not be included. That information is found in the availability search step in the “Rate Details”, in the last step of the booking process, and in the booking confirmation email.
What does best price guarantee mean?
Pestana Hotel Group attempts to guarantee the best price available on its brand websites. However, if you find a lower rate that offers exactly the same terms and conditions we applied, Pestana Group will 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 booking with us and found a lower rate on another website which offers exactly the same terms and conditions 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.

You can only benefit from the “Best Price Guarantee” policy 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 if I book directly with the booking department?
Through our Customer Service, you may benefit from the same discounts available on the Pestana website.
What is an all-inclusive stay? And full board? And half board?
An all-inclusive stay contains three daily meals (breakfast, lunch, dinner) as well as snacks and domestic beverages, which may be consumed throughout the day.

Full board includes the three daily meals, but no beverages.

Half board includes breakfast and dinner (or lunch), but no beverages.

Will there be lower prices after I’ve booked my stay?
Our prices vary according to occupation rate and time of year for which the search is performed. Occasional promotional campaigns may be active, but it is up to the customer to check the offers available.
What is included in the price?
When a search is performed for availability, everything that is included in the price is stated in the “Rate Details” as well as in the rate policy. This information is also provided in the last step of the booking process, as well as in the booking confirmation email.
Do bookings include all the fees?
It depends on the destination/hotel, you must always check the rate details in the booking process.
What is the conversion rate used in international hotel bookings?
Bookings are always made in the local currency, and each bank’s conversion rate will be used.
Payments
Do I always have to pay by credit card at the hotel?
A credit card is always needed to guarantee the booking. If you choose 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 booking 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 any 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.

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 booking is prepaid, the price is immediately charged to your credit card. If it is a pay-later booking, the credit card serves only to guarantee the booking. You can also guarantee your (prepaid) booking via ATM bank transfer.

We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

I’m entering my credit card details, when are you going to charge the amount?
If you choose a prepaid rate, your booking price will be charged immediately. If you choose a rate for payment at the Hotel, no amount will be charged to your card. The Hotel reserves the right to pre-authorise the credit card to verify its validity. For pay-later bookings, the guest will be asked to present a valid card at check-in, and an amount equal to the price of the room, plus the amount to guarantee coverage for extra consumption, will be held.

For prepaid bookings, only the amount to guarantee coverage for extra consumption (€25.00 per person, not including children) will be held, times the number of nights of the stay.      

When making the payment, my card was declined; what can I do?
We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).
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 booking as a form of identity confirmation.
Can I pay for a booking before check-in?
Yes, we recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).
What are the payment terms and conditions?
To book a stay on the Pestana and Pousadas brand websites, you always need a credit card. If the booking is prepaid, the price is immediately charged to your credit card. You can also guarantee your (prepaid) booking via bank transfer.

We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

Pursuant to Law No. 92/2017 of 22 August, all hotels in Portugal require the use of specific means, such as bank card or bank transfer, for any payment or receipt of equal to or more than EUR 3,000.00 (or EUR 10,000.000 for non-residents).

Cupons
Can I use the same coupon/promo code in different bookings?
Some coupons/promo codes are single-use; please read the terms and conditions of use for the coupon/promo code in question.
What are the terms and conditions for cancelling or changing a booking with a coupon/promo code?
If you cancel a booking for which you used a coupon/promo code, you will not be able to use that coupon/promo code for another booking.

If you change a booking for which you used a coupon/promo code, you will only be able to use that coupon/promo code for the booking you changed if the value of the new booking is greater than that of the initial booking.

If the value of the final booking is lower than the initial one, you will not be able to use the coupon/promo code for the final booking.

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