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FAQs

DO THE HOTELS OF THE PORTOBAY GROUP HAVE A HYGIENE AND SAFETY PROTOCOL?

Yes, we guarantee your maximum security during your stay. Learn everything here.

I'M GOING TO TRAVEL TO MADEIRA, WHICH MEASURES ARE BEING APPLIED?

Madeira Island has implemented special security measures. Find out what you can count on here.

I'M GOING TO TRAVEL TO PORTUGAL (MAINLAND), WHICH MEASURES ARE BEING APPLIED?

The Portuguese government has been taking all the necessary public health measures to protect the entire population. Learn the latest measurements here.

DO THE HOTELS OF THE PORTOBAY GROUP HAVE A HYGIENE AND SAFETY PROTOCOL?

Yes, we guarantee your maximum security during your stay. Learn everything here.

I'M GOING TO TRAVEL TO MADEIRA, WHICH MEASURES ARE BEING APPLIED?

Madeira Island has implemented special security measures. Find out what you can count on here.

I'M GOING TO TRAVEL TO PORTUGAL (MAINLAND), WHICH MEASURES ARE BEING APPLIED?

The Portuguese government has been taking all the necessary public health measures to protect the entire population. Learn the latest measurements here.

WHERE CAN I REGISTER TO WORK FOR THE PORTOBAY GROUP?

Spontaneous applications can be sent to rh@portobay.pt (hotels in Portugal) or to rh@portobay.com.br (hotels in Brazil).

I WORK IN DIGITAL MEDIA AND WOULD LIKE TO FORM A PARTNERSHIP WITH THE HOTEL. WHO CAN I CONTACT?

You can send your proposal to press@portobay.pt.

I WILL BE STAYING AT YOUR HOTEL AND WOULD APPRECIATE A FEW IDEAS FOR LOCAL PLACES TO VISIT. WHERE CAN I FIND THEM?

You can find all our tips and articles of interest in the blog www.inportobay.com. If you need further clarification, please contact us at info@portobay.pt.

DO THE HOTELS OF THE PORTOBAY GROUP HAVE A HYGIENE AND SAFETY PROTOCOL?

Yes, we guarantee your maximum security during your stay. Learn everything here.

I'M GOING TO TRAVEL TO MADEIRA, WHICH MEASURES ARE BEING APPLIED?

Madeira Island has implemented special security measures. Find out what you can count on here.

I'M GOING TO TRAVEL TO PORTUGAL (MAINLAND), WHICH MEASURES ARE BEING APPLIED?

The Portuguese government has been taking all the necessary public health measures to protect the entire population. Learn the latest measurements here.

How can I make a reservation directly with the hotel?

You can book directly via the website at www.portobay.com or through the following contacts: PORTUGAL . +351 291 708 760 | reservations@portobay.pt BRAZIL: + 55 2125 468 000 | reservas@portobay.com.br

Which currency are the prices on the www.portobay.com site quoted in?

For the hotels in Portugal – in Madeira, Algarve and Lisbon – prices are given in euros. For the hotels in Brazil – in Rio de Janeiro, Búzios or São Paulo – prices are given in reais. You can also see the price in a currency of your choice.

Do I have to pay tax on top of the figures presented?

For hotels in Portugal VAT is already included in the prices quoted in the tariffs. In Brazil the following taxes will be charged on top of the prices quoted: PortoBay Rio Janeiro + 5% and in L'Hotel PortoBay São Paulo + 5%.

The transfer amount that I reserve on the site www.portobay.com is valid for any hour of the day?

At the Madeira and Lisbon hotels the transfer price is fixed. At the hotel PortoBay Falésia in the Algarve, the transfer amount bought via our site is valid for week days - Monday to Friday, from 08h00 to 20h00. The transfer services made between 10 pm and 7 am have a 20% surcharge. At the hotels in Brazil the amount is also fixed, except for big event periods like Carnival and New Year's Eve.

Which credit cards can I use to make payments on thewww.portobay.com site?

You may use any of the following credit cards: American Express, Visa, Eurocard/Mastercard, Diners Club and Access, UnionPay.

What is the policy for cancelling reservations made on the site www.portobay.com?

General/Standard Rate:
- Madeira & Algarve: 30% of the total reservation value (BB) will be charged if cancellation is made less than 3 days prior to arrival;
- Lisbon: if cancellation or modification is made less than 2 days prior to arrival, 100% of the first night will be charged. In case of no-show, 100% of the first night will be charged;
- São Paulo: free cancelation of your reservation within 24 hours (local time of the hotel) before check-in time. Late cancellations and no-shows will be subject to a charge of one night per room to your credit card, with cancellation of your booking;
- Rio de Janeiro & Búzios: a 3 night cancellation fee will be charged if the reservation was guaranteed by credit card, pre-payment or in writing. This fee is applicable if cancellation is made less than seven days prior to arrival. Early Departure / No-shows a maximum of 3 nights (BB) will be charged.

Special Rates:
- Algarve: 30% of the total reservation value will be charged if cancelled or modified made less than 5 days prior to arrival. In case of no-show 30% of the total reservation value will be charged;
- Lisbon: if cancelled up to 5 days before date of arrival, no fee will be charged. If cancelled/ modified later or in case of no-show, full stay will be charged;
- São Paulo: free cancellation of your reservation within 5 days (local time of hotel) before check-in day. Late cancellations and no-shows will be subject to a charge of one night per room to your credit card, with cancellation of your booking;
- Rio de Janeiro: free cancellation of your reservation within 7 days before check-in day. For late cancellations and no-shows the total amount will be charged to your credit card, with cancellation of your booking;
- Búzios: free cancellation of your reservation until 14 days before check-in day. For late cancellations and no-shows the total amount will be charged to your credit card, with cancellation of your booking.

Other Rates:
- São Paulo: 3/4/5/6 night rate . Rio de Janeiro: spa rate . Búzios: early booking rate
Cancellations not allowed for this rate. The total amount will be charged at the time of booking, not subject to refund in the event of cancellation and/or early departure.

Can I change or cancel a reservation that is already made on the reservations system on this site?

Select your hotel from the booking menu. You will then be redirected to our reservation system. Scroll to the bottom of the page and click on ‘change / cancel reservation’. Enter your booking confirmation number and your last name. If you prefer, the changes can be requested at reservations@portobay.pt (hotels Portugal) or reservas@portobay.com.br (hotels Brazil). *availability permitting

Is the city tax included in the value of the reservation?

Hotels in Lisbon and Porto: city taxes not included: a City Tax of 2€ per night/per guest (for guests over 13 years), up to a maximum of 7 nights will be applicable.

Hotel in Santa Cruz, Madeira, PortoBay Serra Golf: city taxes not included: according to the regulation of the Santa Cruz Municipality, a City Tax of 1€ per night/per guest (for guests over 18 years), up to a maximum of 5 nights will be applicable.

*The other group hotels located in different municipalities from those mentioned above are not currently covered by this rate.

IS THE TRANSFER AMOUNT THAT I BOOK ON WWW.PORTOBAY.COM VALID FOR ANY TIME OF THE DAY?

In the hotels in Madeira, Lisbon and Porto the transfer price is fixed. At the PortoBay Falésia hotel in the Algarve, the transfer fee you buy through our website is valid for working days - Monday to Friday, from 8:00 am to 8:00 pm. Transfer services carried out between 10 pm and 7 am suffer an increase of 20%. In hotels in Brazil the value is also fixed, except for periods of major events such as Carnival and New Year's Eve.

DO THE HOTELS OF THE PORTOBAY GROUP HAVE A HYGIENE AND SAFETY PROTOCOL?

Yes, we guarantee your maximum security during your stay. Learn everything here.

I'M GOING TO TRAVEL TO MADEIRA, WHICH MEASURES ARE BEING APPLIED?

Madeira Island has implemented special security measures. Find out what you can count on here.

WHAT ARE THE CHECK-IN AND CHECK-OUT TIMES?

Check-in begins after 2pm and Check-out is until Noon.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes. If you have not yet arrived contact reservations@portobay.pt. If you are at the hotel contact the reception.

HOW CAN I MAKE A RESERVATION DIRECTLY WITH THE HOTEL ?

You can make your reservation directly on our website at WWW.PORTOBAY.COM or via our Reservations Centre: tel. +351 291 708 760 . reservations@portobay.pt. If you are already a member of the Prestige Club, you have a discount of up to 15% off the rates.

CAN I SMOKE IN THE HOTEL?

In compliance with Portuguese law, all the hotel's indoor areas are non-smoking. You may smoke in the outdoor areas and on the verandas adjoining the rooms.

CAN I PAY IN CASH FOR MEALS AND DRINKS TAKEN IN THE HOTEL RESTAURANTS AND BARS, OR IS THE AMOUNT CHARGED TO MY ROOM BILL?

You can choose to pay in cash or put it on your room bill. If you are a Prestige member and want to use your discount, what you consume should be added to your room bill.

ARE DRONES PERMITTED FOR USE IN THE HOTEL'S OUTDOOR AREAS?

No. For the safety and privacy of our guests, it is prohibited to use drones in all areas of the hotel, except when expressly authorised and accompanied by a PortoBay staff member.

DOES THE HOTEL PROVIDE ONLINE COMPLAINT BOOK?

Yes. You can access it through the following link: online complaint book

CAN I BOOK DAY USE?

You cannot book Day Use.

I AM TRAVELLING WITH CHILDREN. IS THE HOTEL PREPARED TO RECEIVE THEM?

Yes. There is an indoor space know as “Kindergarten”, where children can play and, at the sea level, there is also a “Playground” near the children’s pool. During celebrations, such as Christmas and Easter, the hotel prepares a small activity program. We also provide Babysitting service. The Spa of the hotel offers some treatments for children, babies and teenagers, it is mandatory to supervise children.

I HIRED A CAR. WHERE CAN I PARK IT?

You can park it, free of charge, in the hotel's park.

ARE THERE SPECIAL MENUS FOR CHILDREN?

Yes, in The Rose Garden, in The Blue Lagoon restaurants and in Le Cliff Bar. There is also a section dedicated to children's meals in the 24h room service menu.

ARE THERE OTHER SPECIAL MENUS?

For any other type of special menus (vegetarian, gluten free etc.) during your stay please contact info@cliffbay.com. You can find a selection of vegetarian dishes on the room service menu.

WHERE CAN I SEE BIG SPORTING EVENTS?

We have an HD TV in the Navigator's Lounge where you can see the most important sports even.

WHAT DOES THE CLIFF BAY OFFER PRESTIGE MEMBERS?

10% discount in restaurants and bars, welcome drink, mineral water in your room daily, seasonal fruit daily in your room, slippers, flowers on arrival, free tennis and free sauna. You can get discounts with dozens of partners with your card . .. You can reserve The Prestige Package and benefit from the Prestige Referral Program, or even obtain a 10% discount on all rates at www.portobay.com.

AND FOR PRESTIGE GOLD HOLDERS?

The benefits increase !! 15% discount in restaurants and bars, 10% discount in Spa and PortoBay merchandising, mineral water in your room daily, 5% discount on the Prestige Package and a 15% discount on every rates at www.portobay.com.

I MADE A HALF-BOARD BOOKING. CAN I HAVE DINNER IN THE RESTAURANT BUFFET OF OTHER PORTOBAY HOTELS?

No. Half-board is valid for The Cliff Bay buffet restaurant. Half-board customers can exchange meals at the Buffet restaurant for €30 credit at the Il Gallo d'Oro restaurant, also at the hotel.

ARE THE ROOMS EQUIPPED WITH SHOWERS FOR PEOPLE WITH REDUCED MOBILITY?

All rooms at The Cliff Bay have a shower base. To book a fully adapted room with a walk-in shower, please contact our reservations department at reservations@portobay.pt or +351 291 708 760.

I WANT TO PLAN A SURPRISE FOR SOMEONE WHO IS STAYING IN THE HOTEL. WHAT SERVICES DO YOU OFFER AND HOW CAN I BOOK THEM?

You can offer different services, from SPA, dinners, flowers, wine, champagne, etc ... Contact the reception through cliffbay@portobay.pt or +351 291 707 700.

I AM NOT STAYING AT THE HOTEL, BUT I WOULD LIKE TO USE THE SPA. CAN I DO THIS?

Yes, on reservation. For more details, prices and conditions: cliffbay@portobay.pt

I WANT TO SPEND MY WEDDING NIGHT AT THE HOTEL. WHAT SPECIAL PACKAGES DO YOU OFFER?

We recommend the Romantic Package, available on our website. For special requests, please contact the reservations department through reservations@portobay.pt.

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

All guest rooms at The Cliff Bay Hotel have carpeted floors.

DO YOU HOLD WEDDINGS AT THE HOTEL?

Yes, the hotel has rooms which are used to celebrate weddings. For more information on this subject, contact groups@portobay.pt

IS THE HOTEL SUITABLE FOR PEOPLE WITH REDUCED MOBILITY?

Yes, the hotel has adapted facilities.

MY RETURN FLIGHT IS DELAYED. CAN I STORE LUGGAGE?

You can store it and use the hotel facilities for the rest of the day.

DOES THE HOTEL ACCEPT PETS?

The hotel does not accept pets.

INTERNET ACCESS?

There is free Wi-Fi internet access throughout the hotel.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

Yes, children can swim in the adults’ pool provided they are accompanied by a responsible adult.

DO THE HOTELS OF THE PORTOBAY GROUP HAVE A HYGIENE AND SAFETY PROTOCOL?

Yes, we guarantee your maximum security during your stay. Learn everything here.

I'M GOING TO TRAVEL TO MADEIRA, WHICH MEASURES ARE BEING APPLIED?

Madeira Island has implemented special security measures. Find out what you can count on here.

WHAT ARE THE CHECK-IN AND CHECK-OUT TIMES?

Check-in begins after 2pm and Check-out is until Noon.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes. If you have not yet arrived contact reservations@portobay.pt. If you are at the hotel contact the reception.

HOW CAN I MAKE A RESERVATION DIRECTLY WITH THE HOTEL ?

You can make your reservation directly on our website at WWW.PORTOBAY.COM or via our Reservations Centre: tel. +351 291 708 760 . reservations@portobay.pt. If you are already a member of the Prestige Club, you have a discount of up to 15% off the rates.

CAN I SMOKE IN THE HOTEL?

In compliance with Portuguese law, all the hotel's indoor areas are non-smoking. You may smoke in the outdoor areas and on the verandas adjoining the rooms.

CAN I PAY IN CASH FOR MEALS AND DRINKS TAKEN IN THE HOTEL RESTAURANTS AND BARS, OR IS THE AMOUNT CHARGED TO MY ROOM BILL?

You can choose to pay in cash or put it on your room bill. If you are a Prestige member and want to use your discount, what you consume should be added to your room bill.

ARE DRONES PERMITTED FOR USE IN THE HOTEL'S OUTDOOR AREAS?

No. For the safety and privacy of our guests, it is prohibited to use drones in all areas of the hotel, except when expressly authorised and accompanied by a PortoBay staff member.

DOES THE HOTEL PROVIDE ONLINE COMPLAINT BOOK?

Yes. You can access it through the following link: online complaint book

CAN I BOOK DAY USE?

You cannot book Day Use.

DO YOU SERVE SPECIAL MENUS ?

We do not offer special menus but will, of course, do our best to satisfy our guests’ requirements. If you have a dietary requirement (vegetarian, gluten-free etc) please inform reception or the restaurant beforehand.

I HIRED A CAR. WHERE CAN I PARK IT?

You can park your car in the hotel's garage.

I AM TRAVELLING WITH CHILDREN. IS THE HOTEL SUITABLE FOR THEM?

No. In an attempt to respond to the wishes expressed by a large number of guests over the years, we have decided to restrict reservations at the Porto Santa Maria Hotel to persons 16 years of age and older, as of November 2011. This decision is possible since the hotels of the PortoBay Group in Madeira operate in a complementary manner. In order to offer a choice, the Vila Porto Mare resort offers services and facilities especially designed for younger people.

WHAT PRESTIGE CLUB BENEFITS DO I HAVE AT THIS HOTEL?

Prestige members can enjoy the following benefits: 10% discount in restaurants and bars, 10% discount on room rates at www.portobay.com, welcome drink, mineral water in the room on arrival, a fruit basket in the room on arrival, tray of teas and coffee in the room on arrival, access to the Prestige Package, access to Prestige Referral benefits, access to Prestige Partners discounts

AND IF I AM A GOLD MEMBER?

If you are a Prestige Gold member there are even more benefits... 15% discount in restaurants and bars, 15% discount on accommodation at www.portobay.com, 10% discount at the Spa and PortoBay merchandising , 5% discount on the Prestige Package, mineral water in the room every day.

ARE THE ROOMS EQUIPPED WITH SHOWERS FOR PEOPLE WITH REDUCED MOBILITY?

The hotel has rooms adapted for people with reduced mobility which are equipped with showers. If you wish to book this room type, please contact our reservations department: reservations@portobay.pt or +291 708 760.

I WANT TO PLAN A SURPRISE FOR SOMEONE WHO IS STAYING IN THE HOTEL. WHAT SERVICES DO YOU OFFER AND HOW CAN I BOOK THEM?

You can offer spa services, dinners, flowers, chocolates, champagne, etc ... Contact the reception through portosantamaria@portobay.pt or +351 291 206 700

I AM NOT STAYING AT THE HOTEL, BUT I WOULD LIKE TO USE THE SPA. CAN I DO THIS?

For guests outside the Porto Santa Maria hotel, the SPA only provides a massage service. Information and reservations: portosantamaria@portobay.pt or +351 291 206 700.

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

The Porto Santa Maria hotel has some rooms without carpets. If you wish to reserve one of the rooms with this feature, please mention this at the time of booking. Subject to availability.

DOES THE HOTEL EXCHANGE MONEY?

No, but the reception knows where to make this transaction.

ARE THE HOTEL RESTAURANTS AND BARS OPEN FOR EVERYONE?

Yes, including for people who are not staying at the hotel.

DOES THE HOTEL PROVIDE ENTERTAINMENT AT NIGHT?

Yes, Captain's Bar has live music every week.

CAN I UPGRADE A ROOM AFTER ARRIVING AT THE HOTEL?

Yes, if they are available from the date of arrival until the date of departure.

I AM STAYING IN ANOTHER PORTOBAY HOTEL. CAN I USE THE FACILITIES OF ANOTHER PORTOBAY HOTEL?

If you are staying in Porto Santa Maria you can enjoy the restaurants and SPA of the other PortoBay hotels. However, you will not be able to use the facilities of these other PortoBay hotels (swimming pools, common areas, etc.).

IS THE HOTEL SUITABLE FOR PEOPLE WITH REDUCED MOBILITY?

Yes, the hotel has adapted facilities.

MY RETURN FLIGHT IS DELAYED. CAN I STORE LUGGAGE?

You can store it and use the hotel facilities for the rest of the day.

DOES THE HOTEL ACCEPT PETS?

The hotel does not accept pets.

INTERNET ACCESS?

There is free Wi-Fi internet access throughout the hotel.

DO THE HOTELS OF THE PORTOBAY GROUP HAVE A HYGIENE AND SAFETY PROTOCOL?

Yes, we guarantee your maximum security during your stay. Learn everything here.

I'M GOING TO TRAVEL TO MADEIRA, WHICH MEASURES ARE BEING APPLIED?

Madeira Island has implemented special security measures. Find out what you can count on here.

WHAT ARE THE CHECK-IN AND CHECK-OUT TIMES?

Check-in begins after 2pm and Check-out is until Noon.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes. If you have not yet arrived contact reservations@portobay.pt. If you are at the hotel contact the reception.

HOW CAN I MAKE A RESERVATION DIRECTLY WITH THE HOTEL ?

You can make your reservation directly on our website at WWW.PORTOBAY.COM or via our Reservations Centre: tel. +351 291 708 760 . reservations@portobay.pt. If you are already a member of the Prestige Club, you have a discount of up to 15% off the rates.

CAN I SMOKE IN THE HOTEL?

In compliance with Portuguese law, all the hotel's indoor areas are non-smoking. You may smoke in the outdoor areas and on the verandas adjoining the rooms.

CAN I PAY IN CASH FOR MEALS AND DRINKS TAKEN IN THE HOTEL RESTAURANTS AND BARS, OR IS THE AMOUNT CHARGED TO MY ROOM BILL?

You can choose to pay in cash or put it on your room bill. If you are a Prestige member and want to use your discount, what you consume should be added to your room bill.

ARE DRONES PERMITTED FOR USE IN THE HOTEL'S OUTDOOR AREAS?

No. For the safety and privacy of our guests, it is prohibited to use drones in all areas of the hotel, except when expressly authorised and accompanied by a PortoBay staff member.

DOES THE HOTEL PROVIDE ONLINE COMPLAINT BOOK?

Yes. You can access it through the following link: online complaint book

CAN I BOOK DAY USE?

You cannot book Day Use.

AM I ENTITLED TO USE ALL THE RESORT'S FACILITIES?

Yes, the facilities are available to all our guests regardless of which outlet they are staying in - Eden Mar, Porto Mare or The Residence.

I BOOKED HALF BOARD ACCOMMODATION. WHICH RESTAURANTS CAN I EAT IN?

You can dine at the Atlântida restaurant (“buffet”).

ARE THERE SPECIAL MENUS FOR CHILDREN?

Yes, Il Basilico, Varanda Bar and Med all offer menus for our younger guests.

IS THERE AN ENTERTAINMENT/ACTIVITIES PROGRAMME AT THE RESORT?

The Vila Porto Mare entertainment team always has on hand a number of leisure-sporting activities for you...Hydro-gymnastics classes, yoga and pilates, aerobics studio, fitness, tennis court, snooker, mini golf, putting green, guided tours, themed meals and others.

I HAVE RENTED A CAR. WHERE CAN I PARK IT?

You may park in the Vila Porto Mare garages/parks. Subject to availability.

DO I NEED TO BRING TOWELS FOR THE POOL/BEACH?

All the PortoBay group hotels have pool/beach towels for customers to use during their stay. You do not need to bring them.

WHAT PRESTIGE CLUB BENEFITS DO I HAVE AT THIS HOTEL?

Prestige members can enjoy the following benefits: 10% discount in restaurants and bars, 10% discount on room rates at www.portobay.com, welcome drink, mineral water in the room on arrival, a fruit basket in the room on arrival, tray of teas and coffee in the room on arrival, access to the Prestige Package, access to Prestige Referral benefits, access to Prestige Partners discounts.

AND IF I AM A GOLD MEMBER?

If you are a gold member there are even more benefits...15% discount in restaurants and bars, 15% discount on accommodation at www.portobay.com, 10% discount at the Spa and PortoBay merchandising, 5% discount off the Prestige Package, mineral water in the room every day

IF I DO AN EARLY CHECK-OUT HOW CAN I HAVE BREAKFAST?

Please inform reception when you plan to have your breakfast and make your reservation. A continental breakfast will be prepared for you at the set time.

HOW CAN I BUY A TIME-SHARE AT THE RESIDENCE?

Just go to your hotel reception and ask to book a presentation of this product, or send your request to timeshare.marketing@portobay.pt

I MADE A HALF-BOARD BOOKING. CAN I HAVE DINNER IN THE RESTAURANT BUFFET OF OTHER PORTOBAY HOTELS?

No. Customers with half-board reservations can exchange a meal from the buffet restaurant for a credit of €17 to use in an à La Carte restaurant of the Vila Porto Mare resort.

DO YOU HOLD WEDDINGS AT THE HOTEL?

Yes, the resort has spaces for holding weddings. For more information on this subject, contact carmosanto@portobay.pt

I WANT TO SPEND MY WEDDING NIGHT/HONEYMOON AT THE HOTEL. WHAT SPECIAL PACKAGES DO YOU OFFER?

We recommend booking the Romantic Package. For more information contact our reservations department: reservations@portobay.pt or +351 291 708 760.

I AM NOT STAYING AT THE HOTEL, BUT I WOULD LIKE TO USE THE SPA. CAN I DO THIS?

The spa is available for external guests only when booking treatments or purchasing products. Due to the high occupancy rate, external guests are not allowed to use the swimming pool, sauna and steam bath facilities.

ARE THE ROOMS EQUIPPED WITH SHOWERS FOR PEOPLE WITH REDUCED MOBILITY?

The Porto Mare Hotel has rooms adapted for people with reduced mobility which are equipped with showers. If you wish to book this room type, please contact our reservations department: reservations@portobay.pt or +291 708 760.

I WANT TO PLAN A SURPRISE FOR SOMEONE WHO IS STAYING IN THE HOTEL. WHAT SERVICES DO YOU OFFER AND HOW CAN I BOOK THEM?

You can offer spa services, dinners, parties, extreme sports, tours, transport rental, tickets for events or activities, etc ... Contact the reception through portomare@portobay.pt or +351 291 703 700.

IS THE HOTEL SUITABLE FOR PEOPLE WITH REDUCED MOBILITY?

Yes, the hotel has adapted facilities.

MY RETURN FLIGHT IS DELAYED. CAN I STORE LUGGAGE?

You can store it and use the hotel facilities for the rest of the day.

DOES THE HOTEL ACCEPT PETS?

The hotel does not accept pets.

INTERNET ACCESS?

There is free Wi-Fi internet access throughout the hotel.

ARE THERE SPECIAL MENUS?

Yes. We have special vegetarian and gluten free menus. Please inform reception and/or the restaurants beforehand.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

Yes, children can swim in the adults’ pool provided they are accompanied by a responsible adult.

DO THE HOTELS OF THE PORTOBAY GROUP HAVE A HYGIENE AND SAFETY PROTOCOL?

Yes, we guarantee your maximum security during your stay. Learn everything here.

I'M GOING TO TRAVEL TO MADEIRA, WHICH MEASURES ARE BEING APPLIED?

Madeira Island has implemented special security measures. Find out what you can count on here.

WHAT ARE THE CHECK-IN AND CHECK-OUT TIMES?

Check-in begins after 2pm and Check-out is until Noon.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes. If you have not yet arrived contact reservations@portobay.pt. If you are at the hotel contact the reception.

HOW CAN I MAKE A RESERVATION DIRECTLY WITH THE HOTEL ?

You can make your reservation directly on our website at WWW.PORTOBAY.COM or via our Reservations Centre: tel. +351 291 708 760 . reservations@portobay.pt. If you are already a member of the Prestige Club, you have a discount of up to 15% off the rates.

CAN I SMOKE IN THE HOTEL?

In compliance with Portuguese law, all the hotel's indoor areas are non-smoking. You may smoke in the outdoor areas and on the verandas adjoining the rooms.

CAN I PAY IN CASH FOR MEALS AND DRINKS TAKEN IN THE HOTEL RESTAURANTS AND BARS, OR IS THE AMOUNT CHARGED TO MY ROOM BILL?

You can choose to pay in cash or put it on your room bill. If you are a Prestige member and want to use your discount, what you consume should be added to your room bill.

ARE DRONES PERMITTED FOR USE IN THE HOTEL'S OUTDOOR AREAS?

No. For the safety and privacy of our guests, it is prohibited to use drones in all areas of the hotel, except when expressly authorised and accompanied by a PortoBay staff member.

DOES THE HOTEL PROVIDE ONLINE COMPLAINT BOOK?

Yes. You can access it through the following link: online complaint book

CAN I BOOK DAY USE?

You cannot book Day Use.

AM I ENTITLED TO USE ALL THE RESORT'S FACILITIES?

Yes, the facilities are available to all our guests regardless of which outlet they are staying in - Eden Mar, Porto Mare or The Residence.

I BOOKED HALF BOARD ACCOMMODATION. WHICH RESTAURANTS CAN I EAT IN?

You can dine at the Atlântida restaurant (“buffet”).

ARE THERE SPECIAL MENUS FOR CHILDREN?

Yes, Il Basilico, Varanda Bar and Med all offer menus for our younger guests.

IS THERE AN ENTERTAINMENT/ACTIVITIES PROGRAMME AT THE RESORT?

The Vila Porto Mare entertainment team always has on hand a number of leisure-sporting activities for you...Hydro-gymnastics classes, yoga and pilates, aerobics studio, fitness, tennis court, snooker, mini golf, putting green, guided tours, themed meals and others.

I HAVE RENTED A CAR. WHERE CAN I PARK IT?

You may park in the Vila Porto Mare garages/parks. Subject to availability.

DO I NEED TO BRING TOWELS FOR THE POOL/BEACH?

All the PortoBay group hotels have pool/beach towels for customers to use during their stay. You do not need to bring them.

WHAT PRESTIGE CLUB BENEFITS DO I HAVE AT THIS HOTEL?

Prestige members can enjoy the following benefits: 10% discount in restaurants and bars, 10% discount on room rates at www.portobay.com, welcome drink, mineral water in the room on arrival, a fruit basket in the room on arrival, tray of teas and coffee in the room on arrival, access to the Prestige Package, access to Prestige Referral benefits, access to Prestige Partners discounts.

AND IF I AM A GOLD MEMBER?

If you are a gold member there are even more benefits...15% discount in restaurants and bars, 15% discount on accommodation at www.portobay.com, 10% discount at the Spa and PortoBay merchandising, 5% discount off the Prestige Package, mineral water in the room every day

IF I DO AN EARLY CHECK-OUT HOW CAN I HAVE BREAKFAST?

Please inform reception when you plan to have your breakfast and make your reservation. A continental breakfast will be prepared for you at the set time.

HOW CAN I BUY A TIME-SHARE AT THE RESIDENCE?

Just go to your hotel reception and ask to book a presentation of this product, or send your request to timeshare.marketing@portobay.pt

I MADE A HALF-BOARD BOOKING. CAN I HAVE DINNER IN THE RESTAURANT BUFFET OF OTHER PORTOBAY HOTELS?

No. Customers with half-board reservations can exchange a meal from the buffet restaurant for a credit of €17 to use in an à La Carte restaurant of the Vila Porto Mare resort.

DO YOU HOLD WEDDINGS AT THE HOTEL?

Yes, the resort has spaces for holding weddings. For more information on this subject, contact carmosanto@portobay.pt

I WANT TO SPEND MY WEDDING NIGHT/HONEYMOON AT THE HOTEL. WHAT SPECIAL PACKAGES DO YOU OFFER?

We recommend booking the Romantic Package. For more information contact our reservations department: reservations@portobay.pt or +351 291 708 760.

I AM NOT STAYING AT THE HOTEL, BUT I WOULD LIKE TO USE THE SPA. CAN I DO THIS?

The spa is available for external guests only when booking treatments or purchasing products. Due to the high occupancy rate, external guests are not allowed to use the swimming pool, sauna and steam bath facilities.

ARE THE ROOMS EQUIPPED WITH SHOWERS FOR PEOPLE WITH REDUCED MOBILITY?

The Hotel Eden Mar does not have adapted rooms. If you wish to book this room type, choose the Porto Mare hotel, which is also part of the Vila Porto Mare resort. Contact our reservations department: reservations@portobay.pt or +291 708 760.

I WANT TO PLAN A SURPRISE FOR SOMEONE WHO IS STAYING IN THE HOTEL. WHAT SERVICES DO YOU OFFER AND HOW CAN I BOOK THEM?

You can offer spa services, dinners, parties, extreme sports, tours, transport rental, tickets for events or activities, etc ... Contact the reception through edenmar@portobay.pt or +351 291 709 700.

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

In the Suite Hotel Eden Mar, some Junior Suites are not carpeted. If you prefer a room like this, please mention it at the time of booking. Subject to availability.

IS THE HOTEL SUITABLE FOR PEOPLE WITH REDUCED MOBILITY?

Yes, the hotel has adapted facilities.

MY RETURN FLIGHT IS DELAYED. CAN I STORE LUGGAGE?

You can store it and use the hotel facilities for the rest of the day.

INTERNET ACCESS?

There is free Wi-Fi internet access throughout the hotel.

ARE THERE SPECIAL MENUS?

Yes. We have special vegetarian and gluten free menus. Please inform reception and/or the restaurants beforehand.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

Yes, children can swim in the adults’ pool provided they are accompanied by a responsible adult.

DO THE HOTELS OF THE PORTOBAY GROUP HAVE A HYGIENE AND SAFETY PROTOCOL?

Yes, we guarantee your maximum security during your stay. Learn everything here.

I'M GOING TO TRAVEL TO MADEIRA, WHICH MEASURES ARE BEING APPLIED?

Madeira Island has implemented special security measures. Find out what you can count on here.

WHAT ARE THE CHECK-IN AND CHECK-OUT TIMES?

Check-in begins after 2pm and Check-out is until Noon.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes. If you have not yet arrived contact reservations@portobay.pt. If you are at the hotel contact the reception.

HOW CAN I MAKE A RESERVATION DIRECTLY WITH THE HOTEL ?

You can make your reservation directly on our website at WWW.PORTOBAY.COM or via our Reservations Centre: tel. +351 291 708 760 . reservations@portobay.pt. If you are already a member of the Prestige Club, you have a discount of up to 15% off the rates.

CAN I SMOKE IN THE HOTEL?

In compliance with Portuguese law, all the hotel's indoor areas are non-smoking. You may smoke in the outdoor areas and on the verandas adjoining the rooms.

CAN I PAY IN CASH FOR MEALS AND DRINKS TAKEN IN THE HOTEL RESTAURANTS AND BARS, OR IS THE AMOUNT CHARGED TO MY ROOM BILL?

You can choose to pay in cash or put it on your room bill. If you are a Prestige member and want to use your discount, what you consume should be added to your room bill.

ARE DRONES PERMITTED FOR USE IN THE HOTEL'S OUTDOOR AREAS?

No. For the safety and privacy of our guests, it is prohibited to use drones in all areas of the hotel, except when expressly authorised and accompanied by a PortoBay staff member.

DOES THE HOTEL PROVIDE ONLINE COMPLAINT BOOK?

Yes. You can access it through the following link: online complaint book

CAN I BOOK DAY USE?

You cannot book Day Use.

AM I ENTITLED TO USE ALL THE RESORT'S FACILITIES?

Yes, the facilities are available to all our guests regardless of which outlet they are staying in - Eden Mar, Porto Mare or The Residence.

I BOOKED HALF BOARD ACCOMMODATION. WHICH RESTAURANTS CAN I EAT IN?

You can dine at the Atlântida restaurant (“buffet”).

ARE THERE SPECIAL MENUS FOR CHILDREN?

Yes, Il Basilico, Varanda Bar and Med all offer menus for our younger guests.

IS THERE AN ENTERTAINMENT/ACTIVITIES PROGRAMME AT THE RESORT?

The Vila Porto Mare entertainment team always has on hand a number of leisure-sporting activities for you...Hydro-gymnastics classes, yoga and pilates, aerobics studio, fitness, tennis court, snooker, mini golf, putting green, guided tours, themed meals and others.

I HAVE RENTED A CAR. WHERE CAN I PARK IT?

You may park in the Vila Porto Mare garages/parks. Subject to availability.

DO I NEED TO BRING TOWELS FOR THE POOL/BEACH?

All the PortoBay group hotels have pool/beach towels for customers to use during their stay. You do not need to bring them.

WHAT PRESTIGE CLUB BENEFITS DO I HAVE AT THIS HOTEL?

Prestige members can enjoy the following benefits: 10% discount in restaurants and bars, 10% discount on room rates at www.portobay.com, welcome drink, mineral water in the room on arrival, a fruit basket in the room on arrival, tray of teas and coffee in the room on arrival, access to the Prestige Package, access to Prestige Referral benefits, access to Prestige Partners discounts.

AND IF I AM A GOLD MEMBER?

If you are a gold member there are even more benefits...15% discount in restaurants and bars, 15% discount on accommodation at www.portobay.com, 10% discount at the Spa and PortoBay merchandising, 5% discount off the Prestige Package, mineral water in the room every day

IF I DO AN EARLY CHECK-OUT HOW CAN I HAVE BREAKFAST?

Please inform reception when you plan to have your breakfast and make your reservation. A continental breakfast will be prepared for you at the set time.

HOW CAN I BUY A TIME-SHARE AT THE RESIDENCE?

Just go to your hotel reception and ask to book a presentation of this product, or send your request to timeshare.marketing@portobay.pt

I MADE A HALF-BOARD BOOKING. CAN I HAVE DINNER IN THE RESTAURANT BUFFET OF OTHER PORTOBAY HOTELS?

No. Customers with half-board reservations can exchange a meal from the buffet restaurant for a credit of €17 to use in an à La Carte restaurant of the Vila Porto Mare resort.

DO YOU HOLD WEDDINGS AT THE HOTEL?

Yes, the resort has spaces for holding weddings. For more information on this subject, contact carmosanto@portobay.pt

I WANT TO SPEND MY WEDDING NIGHT/HONEYMOON AT THE HOTEL. WHAT SPECIAL PACKAGES DO YOU OFFER?

We recommend booking the Romantic Package. For more information contact our reservations department: reservations@portobay.pt or +351 291 708 760.

I AM NOT STAYING AT THE HOTEL, BUT I WOULD LIKE TO USE THE SPA. CAN I DO THIS?

The spa is available for external guests only when booking treatments or purchasing products. Due to the high occupancy rate, external guests are not allowed to use the swimming pool, sauna and steam bath facilities.

ARE THE ROOMS EQUIPPED WITH SHOWERS FOR PEOPLE WITH REDUCED MOBILITY?

The Residence's T1 and T2 apartments have a shower base. To book a fully adapted room, choose the Porto Mare hotel, also part of the Vila Porto Mare resort.

I WANT TO PLAN A SURPRISE FOR SOMEONE WHO IS STAYING IN THE HOTEL. WHAT SERVICES DO YOU OFFER AND HOW CAN I BOOK THEM?

You can offer spa services, dinners, parties, extreme sports, tours, transport rental, tickets for events or activities, etc ... Contact reception through recep.residence@portobay.pt or +351 291 708 700.

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

All rooms at The Residence have carpeted floors. In T1 and T2 apartments, the living room does not have carpet.

IS THE HOTEL SUITABLE FOR PEOPLE WITH REDUCED MOBILITY?

Yes, the hotel has adapted facilities.

MY RETURN FLIGHT IS DELAYED. CAN I STORE LUGGAGE?

You can store it and use the hotel facilities for the rest of the day.

DOES THE HOTEL ACCEPT PETS?

The hotel does not accept pets.

INTERNET ACCESS?

There is free Wi-Fi internet access throughout the hotel.

ARE THERE SPECIAL MENUS?

Yes. We have special vegetarian and gluten free menus. Please inform reception and/or the restaurants beforehand.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

Yes, children can swim in the adults’ pool provided they are accompanied by a responsible adult.

DO THE HOTELS OF THE PORTOBAY GROUP HAVE A HYGIENE AND SAFETY PROTOCOL?

Yes, we guarantee your maximum security during your stay. Learn everything here.

I'M GOING TO TRAVEL TO MADEIRA, WHICH MEASURES ARE BEING APPLIED?

Madeira Island has implemented special security measures. Find out what you can count on here.

WHAT ARE THE CHECK-IN AND CHECK-OUT TIMES?

Check-in begins after 2pm and Check-out is until Noon.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes. If you have not yet arrived contact reservations@portobay.pt. If you are at the hotel contact the reception.

HOW CAN I MAKE A RESERVATION DIRECTLY WITH THE HOTEL ?

You can make your reservation directly on our website at WWW.PORTOBAY.COM or via our Reservations Centre: tel. +351 291 708 760 . reservations@portobay.pt. If you are already a member of the Prestige Club, you have a discount of up to 15% off the rates.

CAN I SMOKE IN THE HOTEL?

In compliance with Portuguese law, all the hotel's indoor areas are non-smoking. You may smoke in the outdoor areas and on the verandas adjoining the rooms.

CAN I PAY IN CASH FOR MEALS AND DRINKS TAKEN IN THE HOTEL RESTAURANTS AND BARS, OR IS THE AMOUNT CHARGED TO MY ROOM BILL?

You can choose to pay in cash or put it on your room bill. If you are a Prestige member and want to use your discount, what you consume should be added to your room bill.

ARE DRONES PERMITTED FOR USE IN THE HOTEL'S OUTDOOR AREAS?

No. For the safety and privacy of our guests, it is prohibited to use drones in all areas of the hotel, except when expressly authorised and accompanied by a PortoBay staff member.

DOES THE HOTEL PROVIDE ONLINE COMPLAINT BOOK?

Yes. You can access it through the following link: online complaint book

CAN I BOOK DAY USE?

You cannot book Day Use.

WHAT FACILITIES CAN I USE ?

In addition to the amenities of the hotel PortoBay Serra Golf, its guests can also use the facilities of the resort Vila Porto Mare, in Funchal.

IF I CHECK-OUT REALLY EARLY CAN I HAVE BREAKFAST?

Yes. Contact reception giving one day's notice.

I AM A VEGETARIAN. DO YOU THINK THAT YOUR KITCHEN STAFF WILL BE ABLE TO MEET MY NEEDS?

Yes. For this and other special menus inform the reception beforehand.

DO YOU HAVE SPECIAL MEALS FOR CHILDREN?

Yes. Contact the reception beforehand.

I HAVE GOLF EQUIPMENT, WHERE CAN I KEEP IT?

At the hotel entrance, by the car park, there's a special place set aside to keep your golf and other equipment.

WHAT'S THE NEAREST ACCESS TO THE SEA?

There's a public beach with golden sand just 10 minutes by car from Santo da Serra, at Machico. For more information, contact the reception.

WHAT PRESTIGE CLUB BENEFITS DO I HAVE AT THIS HOTEL?

Prestige members can enjoy the following benefits: 10% discount in restaurants and bars, 10% discount on room rates at www.portobay.com, welcome drink, mineral water in the room on arrival, a fruit basket in the room on arrival, tray of teas and coffee in the room on arrival, access to Prestige Package advantages, access to Prestige Referral benefits, access to Prestige Partners discounts

I MADE A HALF-BOARD BOOKING. CAN I HAVE DINNER IN THE RESTAURANT BUFFET OF OTHER PORTOBAY HOTELS?

Yes. Guests at the PortoBay Serra Golf hotel with a Half-Board reservation can dine in the Atlântida buffet restaurant at the Vila Porto Mare resort in Funchal.

IS THE HOTEL SUITABLE FOR PEOPLE WITH REDUCED MOBILITY ?

No, the hotel does not have adapted facilities.

I WANT TO PLAN A SURPRISE FOR SOMEONE WHO IS STAYING IN THE HOTEL. WHAT SERVICES DO YOU OFFER AND HOW CAN I BOOK THEM?

You can offer various services, from dinner, flowers, sparkling wine, etc ... Contact the reception via serragolf@portobay.pt

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

With the exception of the Superior Room, all rooms at PortoBay Serra Golf have carpeted floors.

IS THE CITY TAX INCLUDED IN THE VALUE OF THE RESERVATION?

City taxes not included: according to the regulation of the Santa Cruz Municipality, a City Tax of 1€ per night/per guest (for guests over 18 years), up to a maximum of 5 nights will be applicable.

DOES THE HOTEL HAVE A PARKING PLACE?

The hotel offers free outdoor parking.

MY RETURN FLIGHT IS DELAYED. CAN I STORE LUGGAGE?

You can store it and use the hotel facilities for the rest of the day.

DOES THE HOTEL ACCEPT PETS?

The hotel does not accept pets.

INTERNET ACCESS?

There is free Wi-Fi internet access throughout the hotel.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

Yes, children can swim in the adults’ pool provided they are accompanied by a responsible adult.

DO THE HOTELS OF THE PORTOBAY GROUP HAVE A HYGIENE AND SAFETY PROTOCOL?

Yes, we guarantee your maximum security during your stay. Learn everything here.

I'M GOING TO TRAVEL TO MADEIRA, WHICH MEASURES ARE BEING APPLIED?

Madeira Island has implemented special security measures. Find out what you can count on here.

WHAT ARE THE CHECK-IN AND CHECK-OUT TIMES?

Check-in begins after 2pm and Check-out is until Noon.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes. If you have not yet arrived contact reservations@portobay.pt. If you are at the hotel contact the reception.

HOW CAN I MAKE A RESERVATION DIRECTLY WITH THE HOTEL ?

You can make your reservation directly on our website at WWW.PORTOBAY.COM or via our Reservations Centre: tel. +351 291 708 760 . reservations@portobay.pt. If you are already a member of the Prestige Club, you have a discount of up to 15% off the rates.

CAN I SMOKE IN THE HOTEL?

In compliance with Portuguese law, all the hotel's indoor areas are non-smoking. You may smoke in the outdoor areas and on the verandas adjoining the rooms.

CAN I PAY IN CASH FOR MEALS AND DRINKS TAKEN IN THE HOTEL RESTAURANTS AND BARS, OR IS THE AMOUNT CHARGED TO MY ROOM BILL?

You can choose to pay in cash or put it on your room bill. If you are a Prestige member and want to use your discount, what you consume should be added to your room bill.

ARE DRONES PERMITTED FOR USE IN THE HOTEL'S OUTDOOR AREAS?

No. For the safety and privacy of our guests, it is prohibited to use drones in all areas of the hotel, except when expressly authorised and accompanied by a PortoBay staff member.

DOES THE HOTEL PROVIDE ONLINE COMPLAINT BOOK?

Yes. You can access it through the following link: online complaint book

CAN I BOOK DAY USE?

You cannot book Day Use.

IS THE HOTEL SUITABLE FOR PEOPLE WITH REDUCED MOBILITY?

Yes, the hotel has adapted facilities.

MY RETURN FLIGHT IS DELAYED. CAN I STORE LUGGAGE?

You can store it and use the hotel facilities for the rest of the day.

DOES THE HOTEL ACCEPT PETS?

The hotel does not accept pets.

DO THE HOTELS OF THE PORTOBAY GROUP HAVE A HYGIENE AND SAFETY PROTOCOL?

Yes, we guarantee your maximum security during your stay. Learn everything here.

I'M GOING TO TRAVEL TO MADEIRA, WHICH MEASURES ARE BEING APPLIED?

Madeira Island has implemented special security measures. Find out what you can count on here.

I'M GOING TO TRAVEL TO PORTUGAL (MAINLAND), WHICH MEASURES ARE BEING APPLIED?

The Portuguese government has been taking all the necessary public health measures to protect the entire population. Learn the latest measurements here.

CAN I CHANGE MY WEEK JUST FOR A YEAR?

You can change your week at The Residence, either within the same calendar year or bring weeks forward from the end of your contract. Learn how here.

CAN I PERMANENTLY CHANGE MY WEEK OR APARTMENT?





Yes, its easy and many of our members do. We credit the unused value of your existing contract towards a new purchase. You can speak to us when you are here or email us.





CAN I PURCHASE FOR LESS THAN 10 YEARS?

We also offer 5 year contracts, although a 10 year contract is financially better value. You can also 'top up' your contract at any time.

HOW DOES MEMBERSHIP TIE IN WITH THE PORTOBAY PRESTIGE CARD?

When you purchase from us, you receive Gold Cards straight away. Plus you can add any adult children to the contract and they would also receive them when needed.
Gold card members have 15% discount on PortoBay restaurants and bars, and 10% discount in our spas, plus we have a list of Partners where you receive discounts in everything from Cinema to Opticians and Jewellers.

CAN WE ARRANGE EXTRA BEDS?

Yes. Subject to availability, we can either provide a fold up bed suitable for a child at  €5 per day, or a proper single bed at  €25 per day. This may restrict space in the apartment.

WHEN WE EXCHANGE WEEKS, WILL WE GET LIKE FOR LIKE?

In terms of apartment type, we will confirm at the time of exchange. The location however will only be given at time of checkin. Unfortunately we cannot promise anything in terms of gardens or view as normally The Residence is almost full.

CAN YOU ARRANGE AIRPORT TRANSFERS?

Yes. If you email us a week or two before, we will book a transfer with Blandy Travel. The cost will be charged to your room bill to save you paying at the time.

WHO AND WHAT IS THE MEMBERS' REPRESENTATIVE?

Paul Child is the present Members' Representative, having been elected for a 3 year duration and is assisted by 3 Members' Contacts. For more information on why and how you would contact the Members' Contacts, please click here.

HOW DO I GET TO MADEIRA ISLAND?

You can check here an updated section with which airlines are flying from where, and on which days.

Still need help?

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