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WHAT ARE THE ADVANTAGES OF BEING A PRESTIGE BY PORTOBAY MEMBER?

The advantages vary according to the level and hotel of the stay. You can see all the benefits on the PortoBay App and/or in the personal area at www.portobay.com.

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% ; in L'Hotel PortoBay São Paulo + 5% and PortoBay Búzios + 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 Rates:

Madeira, Algarve, Lisbon & Porto : if canceled or modified less than 2 days before date of arrival, 100% of the first night will be charged. In case of no-show, 100% of the first night will be charged;

Madeira : Christmas and New Year’s Eve If canceled or modified less than 21 days before date of arrival, 100% of the total price of the reservation will be charged. In case of no-show, 100% of the total amount of the reservation will be charged.
La Villa at The Cliff Bay : If canceled or modified less than 14 days before date of arrival, 100% of the first two nights will be charged. In case of no-show, the total stay will be charged.

Lisbon & Porto : New Year's Eve If canceled or modified less than 3 days before date of arrival, 100% of the total amount of the reservation will be charged. In case of no-show, 100% of the total amount of the reservation will be charged.

Algarve : New Year's Eve If canceled or modified less than 7 days before date of arrival, 100% of the total amount of the reservation will be charged. In case of no-show, 100% of the total amount of the reservation will be charged. 


São Paulo, Búzios & Rio de Janeiro : free cancellation of your reservation up to 3 days before the check-in date. In case of late cancellation or no-show the full amount will be charged to your credit card and your booking will be cancelled.

Other Rates/ Special Deals:

Lisbon, Porto & Algarve: if canceled or modified within a period of less than 7 days or in case of no-show, the equivalent of 100% of the total amount of the reservation will be charged;

São Paulo, Rio de Janeiro & Búzios : free cancellation of your reservation up to 3 days before the check-in date. In case of late cancellation or no-show, the total amount will be charged to your credit card and your reservation will be cancelled.

Rio de Janeiro : Carnival and New Year's Eve festive seasons all rates are fully non-refundable.

Packages :

Madeira, Algarve, Lisbon & Porto: if canceled or modified less than 2 days before date of arrival, 100% of the first night will be charged. In case of no-show, 100% of the first night will be charged;

Rio de Janeiro & São Paulo: in case of cancellation the total amount of the reservation will be charged.
Early departures / No-shows: The full amount of the reservation will be charged for early departures or no-shows.

Búzios : Free cancellation of your reservation up to 7 days before the check-in date. In case of late cancellation or no-show, the total amount of the reservation will be charged.

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: city taxes not included: a City Tax of 4€ per night/per guest aged 13 or over, up to a maximum of 7 nights will be applicable.


Hotels in Porto: city taxes not included: a City Tax of 2€ per night/per guest aged 13 or over, up to a maximum of 7 nights will be applicable.

Hotels in Algarve: city taxes not included: a City Tax of 2€ per night/per guest aged 13 or over, up to a maximum of 7 nights will be applicable. This city tax will only be charged for stays between April and October.

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 2€ per night/per guest aged 13 or over, up to a maximum of 7 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.

WHAT ARE THE ADVANTAGES OF BEING A PRESTIGE BY PORTOBAY MEMBER?

The advantages vary according to the level and hotel of the stay. You can see all the benefits on the PortoBay App and/or in the personal area at www.portobay.com.

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.
Service subject to extra payment.

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. The hotel accepts guide dogs, hearing dogs and service dogs. Any guest who uses an assistance dog must provide proof of the following, whenever necessary: the identification of the animal (card and badge); compliance with the legally prescribed health requirements and compliance with the obligations for civil liability insurance required under the terms of the law. The assistance dog must carry an official badge which should identify it as such and be clearly visible. Please inform the hotel at the time of booking that you will be accompanied by an assistance dog so that we can prepare your room accordingly.

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)

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.

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