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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.

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 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.

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

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

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

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.

AND COMPUTER EQUIPMENT?

The hotel also has a computer available. It also has various tablets (Apple and Android) for the use of guests.

IS THERE PUBLIC TRANSPORT BY THE HOTEL?

Yes. The Marquês de Pombal metro station is just 180 metres from the hotel. There are also various buses that run up and down Avenida da Liberdade to different points in the city.

I RENTED A CAR. WHERE CAN I PARK IT?

You can park your vehicle in the hotel's garage, for an additional €18/day fee. PortoBay Prestige Club discount up to 50% applicable.

I WANT TO ORGANISE AN EVENT AT THE HOTEL. WHO SHOULD I CONTACT?

You can contact us by phone: +351 210 015 700 or by email: groups_lisbon@portobay.pt (please indicate the name of the hotel for which you would like to receive information)

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 available at www.portobay.com, 25% discount on hotel parking, 5% discount on products and Spa treatment, welcome drink, mineral water in the room daily, a fruit basket in the room on arrival, tray of teas and coffee in the room on arrival, slippers in the room, free sauna, free Turkish steam bath, access to the advantages of Prestige Friends.

AND IF I AM A GOLD MEMBER?

If you are a Prestige Gold member you get even more advantages... 15% discount in restaurants and bars, 15% discount on room rates available at www.portobay.com, 50% discount on hotel parking, 10% discount on products and Spa treatments, a bottle of wine in the room upon arrival.

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 dinners, flowers, petit fours, champagne, etc ... Contact guestrelations.pbl@portobay.pt.

CAN I BOOK DAY USE?

Yes, it is possible. Contact the reception through portobayliberdade@portobay.pt or +351 210 015 700

I PURCHASED AN ODISSEIAS VOUCHER FOR A SPA EXPERIENCE. I WOULD LIKE TO KNOW HOW I MAKE A RESERVATION.

For Odisseias SPA voucher bookings, please contact The SPA at PortoBay Liberdade, spa.pbl@portobay.pt

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

No. All rooms at the PortoBay Liberdade hotel have carpeted floors.

WHAT IS THE NEAREST METRO/TRAIN STATION TO THE HOTEL?

The closest metro stations to the hotel are Avenida and Marquês de Pombal. If you are travelling by train, the nearest stations are Rossio or Santa Apolónia, depending on your destination.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes, it has an extra fixed cost. If you have not yet arrived contact reservations@portobay.pt. If you are at the hotel contact the reception.

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

The treatments and all the SPA facilities are available to people outside the Hotel.

IS THE ROOFTOP OPEN AND CAN IT BE USED?

Yes, and you can enjoy the lounge at Deck7. The Jacuzzi is conditioned to the weather. Check opening hours here or contact the hotel reception trough +351 210 015 700.

HOW DOES THE POOLS AND SPA WORK?

Available to everyone. The use of the cap is not mandatory. Find out more here.

IS A VALET SERVICE AVAILABLE?

No, but if requested at the reception, a concierge will complete the task.

CAN I HAVE A ROOM WITH BALCONY AND BATHTUB?

Yes, the Junior Suite and Suite rooms have a balcony and a bathtub. See the photos here.

DOES THE HOTEL PROVIDE ROOM SERVICE?

Yes, 24 hours. Find out more here.

ARE THERE SPECIAL MENUS?

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

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.

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

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

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 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.

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

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.

I RENTED A CAR. WHERE CAN I PARK IT ?

You can park your vehicle in the hotel's garage. Parking is limited to vehicle size. Fee: €15/day.
There is a public parking just 200m from the hotel.

IS THERE PUBLIC TRANSPORT BY THE HOTEL ?

Yes. The Marquês de Pombal metro station is just 100 metres from the hotel. There are also various buses that run up and down Avenida da Liberdade to different points in the city.

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 available at www.portobay.com, 25% discount on hotel parking, welcome drink, mineral water in the room upon arrival, a fruit basket in the room on arrival, tray of teas and coffee in the room on arrival.

AND IF I AM A GOLD MEMBER?

If you are a Prestige Gold member you get even more advantages... 15% discount in restaurants and bars, 15% discount on room rates available at www.portobay.com, 50% discount on hotel parking and mineral water in the room, daily.

CAN I BOOK DAY USE?

Yes, it is possible. Contact the reception through portobaymarques@portobay.pt or +351 210 032 700.

WHAT IS THE NEAREST METRO/TRAIN STATION TO THE HOTEL?

The closest metro stations to the hotel are Avenida and Marquês de Pombal. If you are travelling by train, the nearest stations are Rossio or Santa Apolónia, depending on your destination.

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 dinners, flowers, petit fours, champagne, etc ... Contact the reception through portobaymarques@portobay.pt or +351 210 032 700

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

Some rooms at PortoBay Marquês hotel have no carpeting. If you prefer a room like this, please mention it at the time of booking. Subject to availability.

ARE THERE SPECIAL MENUS?

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

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.

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

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

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 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 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 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

WHAT KIND OF ACTIVITIES CAN I FIND AT THE HOTEL?

Apart from live music, you can join activities led by our animation team throughout the whole summer. Make the most of your time to go for a walk or do some gymnastics. In light of the current Covid-19 pandemic entertainment activities have been temporarily suspended.

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

Yes. We have 3 areas specifically for kids: a playroom, a playground, and a kids swimming pool. Moreover, our entertainment team also frequently organises kid friendly activities such as mini disco's. We can also arrange a babysitting service, which is available with advanced reservation. In light of the current Covid-19 pandemic, some kids entertainment activities have been temporarily suspended.

HOW CAN I GO TO THE BEACH?

You can access the beach directly from the hotel. To the left of the pool (when facing the sea), close to the putting green area, you will find steps that leads down to the Falésia beach.

I HIRED A CAR. WHERE CAN I PARK IT?

You can park your car in the outside car park free of charge (subject to availability).

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

Yes, all rooms adapted for people with reduced mobility have a shower.

DOES THE HOTEL PORTOBAY FALÉSIA HAVE BEACH ACCESS FOR PEOPLE WITH REDUCED MOBILITY?

No. Direct access from the hotel to Falésia Beach is via some steps.

WHAT PRESTIGE CLUB BENEFITS DO I HAVE AT THIS HOTEL?

Members can enjoy the following advantages: 10% discount in restaurants and bars, 10% discount on room rates at www.portobay.com, welcome drink, welcome drink and a fruit basket or similar treat in their room upon arrival, in-room tea and coffee tray, access to the Prestige Package, discounts with our Prestige Partners.

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 Porto Bay merchandising , 5% discount off the Prestige Package, mineral water in the room every day.

IS THERE PUBLIC TRANSPORT FROM THIS HOTEL TO VILAMOURA?

The nearest bus stop is located on the main street of Olhos de Água, a 10-minute walk from the hotel.

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?

There are various items that can be placed in the room, such as flowers, birthday cake, sparkling wine and more. All requests must be reserved in advance at the reception or by email falesia@portobay.pt.

HOW OFTEN ARE THE TOWELS CHANGED IN THE ROOM?

The towels are changed daily upon room cleaning, except on the day of check-out. In the case of a new exchange, please contact the reception through number 9 of your room phone.

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

Pour toute information sur les forfaits spéciaux, contactez notre département de réservations : reservations@portobay.pt ou +351 291 708 760.

CAN I BOOK DAY USE?

Yes, for an additional fee. Get all the information on the reception or by email falesia@portobay.pt.

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

All rooms at PortoBay Falésia have carpeted floors.

DO YOU HOLD WEDDINGS AT THE HOTEL?

Yes, depending on the capacity and availability of the Hotel. To organise and receive information about special events, please contact us through groups@portobay.pt.

WHAT IS THE NEAREST METRO/TRAIN STATION TO THE HOTEL?

The nearest train station is located at Albufeira-Ferreiras, approximately 15 minutes drive from the hotel.

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

check-in is available from 15h00 and check-out before 12h00.

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.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

Yes, children may swim in the adult pool is accompanied by a responsible adult. However, we do have the children's pool conveniently located next to the adult pool.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes, every day, including Saturday and Sunday. If you have not yet arrived contact reservations@portobay.pt. If you are at the hotel contact the reception.

HOW TO GET TO THE HOTEL?

We offer a transfer service every day for a fixed price. If you are not yet staying, contact reservations@portobay.pt. If you are already at the hotel, contact the reception.

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.

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

SPA treatments are available to people not staying at the hotel. However, the indoor pool, sauna and Turkish bath are for the exclusive use of hotel guests.

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 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.

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 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

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.

IS THERE PUBLIC TRANSPORT BY THE HOTEL?

Yes. The São Bento metro and railway station is just 200 metres from the hotel. There are also various buses that run up and down Avenida dos Aliados to different points in the city.

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

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

I WANT TO ORGANISE AN EVENT AT THE HOTEL. WHO SHOULD I CONTACT?

You can contact us by phone: +351 220 409 620 or by email: groups_porto@portobay.pt (please indicate the name of the hotel for which you would like to receive information)

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 available at www.portobay.com, welcome drink, mineral water in the room daily, a fruit basket in the room on arrival, tray of teas and coffee in the room on arrival, access to the advantages of Prestige Friends.

AND IF I AM A GOLD MEMBER?

If you are a Prestige Gold member you get even more advantages... 15% discount in restaurants and bars, 15% discount on room rates available at www.portobay.com.

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 dinners, flowers, petit fours, champagne, etc ... Contact hotelteatro@portobay.pt

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

No. All rooms at the PortoBay Hotel Teatro hotel have carpeted floors.

ARE THERE SPECIAL MENUS?

Yes. Please contact us in advance by email at hotelteatro@portobay.pt or directly at reception and/or restaurant.

CAN I SMOKE IN THE HOTEL?

In compliance with Portuguese law, all the hotel's indoor areas are non-smoking.

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 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.

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

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.

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

SPA treatments are available to people not staying at the hotel. However, the indoor pool, sauna and Turkish bath are for the exclusive use of hotel guests.

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

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

I WANT TO ORGANISE AN EVENT AT THE HOTEL. WHO SHOULD I CONTACT?

You can contact us by phone: +351 220 409 620 or by email: groups_porto@portobay.pt (please indicate the name of the hotel for which you would like to receive information)

HOW DO I GET TO THE HOTEL?

The hotel is on a pedestrianised street, so access to the entrance is only by taxi and/or cars with a T (turismo) sign.
We will be happy to organise your transfer. Please contact us on: flores@portobay.pt . +351 220 047 000
If you choose a form of transport (e.g. Uber) other than the above, please ask to stop in Largo São Domingos (120 metres from the hotel).
If you are travelling with your own or a rental car, you can park in the public car park a 260 metre walk from the hotel (Parque das Cardosas, R. Trindade Coelho 16 - www.saba.pt/en/parking-porto/parking-saba-cardosas)

I RENTED A CAR. WHERE CAN I PARK IT ?

The hotel does not have parking, but there is a public car park a 260 metre walk from the hotel (Parque das Cardosas, R. Trindade Coelho 16 - www.saba.pt/en/parking-porto/parking-saba-cardosas).

IS THERE PUBLIC TRANSPORT BY THE HOTEL?

Yes. The São Bento metro and railway station are 350 metres from the hotel. There are also buses, with a stop in Rua Mouzinho da Silveira, just 100 metres from the hotel.

IS THERE A SWIMMING POOL IN THE HOTEL?

Yes, there is an indoor pool in the hotel. Towels for use in the pool can be collected at the SPA.

IS THERE A GYM IN THE HOTEL?

Yes, the hotel has a gym. Ask for information at Reception or with Guest Relations.

IF I CHECK-OUT EARLY CAN I HAVE BREAKFAST?

Yes. Contact Reception one day in advance and make your reservation by 9.30 pm.

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 dinners, flowers, petit fours, champagne, etc ... Contact flores@portobay.pt or guestrelations-pbfl@portobay.pt

CAN I BOOK DAY USE?

Yes, it is possible. Contact the reception through flores@portobay.pt or +351 220 047 000.

WHAT IS THE NEAREST METRO/TRAIN STATION TO THE HOTEL?

The nearest metro/train station is São Bento, only 350 metres away.
Contact Reception or Guest Relations for further information on all public transport in the city.

COMPUTER EQUIPMENT?

The hotel also has a computer available. To print documents, please contact Reception or Guest Relations.

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

No. All rooms at the hotel have carpeted floors.

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 available at www.portobay.com, welcome drink, mineral water in the room daily, a fruit basket in the room on arrival, tray of teas and coffee in the room on arrival, access to the advantages of Prestige Friends.

AND IF I AM A GOLD MEMBER?

If you are a Prestige Gold member you get even more advantages... 15% discount in restaurants and bars, 15% discount on room rates available at www.portobay.com.

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.

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