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FAQs

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 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 2€ per night/per guest (for guests as from 13 years), 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 IS PRESTIGE BY PORTOBAY?

Prestige by PortoBay is the PortoBay Hotels & Resorts loyalty programme which recognizes guests’ preference for the group's hotels. This programme grants its members discounts and other benefits, such as: discount on direct bookings, discounts in restaurants and bars, special conditions in shops and partner activities in the various destinations.
The Prestige by PortoBay programme has 4 levels. The advantages vary according to the level and hotel of the stay.

HOW DOES THE PRESTIGE BY PORTOBAY PROGRAMME WORK?

The Prestige by PortoBay programme has 4 levels. Level progression is based on counting stays and nights. Counting is done automatically and is based on Experience Points (XP); each stay is worth 6XP and each night is worth 1XP.
For example, if a guest stays for 4 nights will receive 10XP (6XP for the stay + 4XP for the total number of nights) when checking out.

HOW MANY LEVELS DOES THE PROGRAMME HAVE?

The program has 4 progression levels:

Level 1: WELCOME (0XP)
Level 2: SILVER (former Blue) (7XP)
Level 3: GOLD (100XP)
Level 4: PLATINUM (350XP)

Check the benefits and discounts for each level here.

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 DO I JOIN THE PRESTIGE BY PORTOBAY PROGRAMME?

Joining the programme is free and can be done by signing up on the PortoBay App or on the website www.portobay.com, even if you have never stayed in a PortoBay hotel.

IS THE PRESTIGE BY PORTOBAY PROGRAMME FREE?

Joining the programme is free by signing up on the PortoBay App or on the website www.portobay.com, even if you have never stayed in a PortoBay hotel.

CAN I REGISTER ON THE PRESTIGE BY PORTOBAY PROGRAMME BEFORE MY FIRST STAY?

Yes. The Prestige by PortoBay programme offers benefits and discounts on your first stay.
Joining the programme is free and can be done by signing up on the PortoBay App or on the website www.portobay.com.

WHEN DO I RECEIVE MY CARD?

The Prestige card is digital and is available on the PortoBay App and in your personal area on the website www.portobay.com after you sign up to the programme.

WHAT INFORMATION CAN I SEE ON THE PORTOBAY APP OR IN MY PERSONAL AREA AT WWW.PORTOBAY.COM?

You can see various features on the PortoBay App or in your personal area at www.portobay.com, including:

- Personal details;
- Prestige level;
- Digital Card;
- Balance of XP (experience points);
- Benefits;
- Offers;
- Pre check-in form.

AT WHAT POINT ARE MY XP (EXPERIENCE POINTS) CALCULATED?

XP are awarded automatically when you check out and are added to your total XPs.
Cancelled stays or no-shows will not be counted. If you extend your stay, only the XP for the nights added will be counted.
You can see your total XP on the PortoBay App or in your personal area at www.portobay.com.

WHEN DO I CHANGE LEVEL?

Level switching occurs automatically at check-out when your XP balance reaches the level needed to enter the next Prestige level.
You can see your total XP on the PortoBay App or in your personal area at www.portobay.com.

HOW CAN I CHECK MY LEVEL AND MY XP (EXPERIENCE POINTS)?

To check your Prestige level and Experience Points, sign up or log in on the PortoBay App or in your personal area on the website www.portobay.com.
Your XP history relating to stays since 2008 (hotels in Portugal) and since September 2020 (hotels in Brazil) will be available in your profile.
If your account does not have the correct XP balance, please fill in this form

MY XP ARE NOT ASSOCIATED WITH MY PROFILE OR DO NOT MATCH MY PORTOBAY HISTORY. WHAT SHOULD I DO?

To calculate your XP, we take into account your stays since 2008 (hotels in Portugal) and since September 2020 (hotels in Brazil).
If your account does not have the correct XP balance, please contact prestige@portobay.pt.

CAN I USE XP (EXPERIENCE POINTS) AS A MEANS OF PAYMENT?

No. Experience Points are exclusively for measuring your progression in the programme.

DO XP (EXPERIENCE POINTS) HAVE AN EXPIRY DATE?

No. XP are for life.

CAN I TRANSFER MY XP (EXPERIENCE POINTS) TO OTHER MEMBERS?

No. XP are calculated according to your personal experience with the PortoBay brand; they are therefore personal and non-transferable.

CAN I TRANSFER MY LEVEL TO ANOTHER PERSON?

No. Your affiliation to the Prestige programme is personal and non-transferable.
If you would like family or friends to experience PortoBay hotels as a Prestige member, they can always join the programme on a “Prestige Friends” recommendation. More information here.

I STAYED AT A PORTOBAY HOTEL BUT THE RESERVATION WAS NOT IN MY NAME. CAN I ASSOCIATE THESE XP (EXPERIENCE POINTS) TO MY PROFILE?

Yes. The XP earned on a stay are awarded equally to all room occupants who are 18 years of age or over.
To check your Prestige level and Experience Points, sign up or log in on the PortoBay App or in your personal area on the website www.portobay.com.

WITH THIS REDESIGN OF THE PRESTIGE BY PORTOBAY PROGRAMME, CAN I KEEP MY LEVEL?

Yes, your current Prestige level is guaranteed to stay the same. And you can even go up a level if, due to the change in counting method, your total XP balance qualifies you to do so.

WILL MY HISTORY BE TAKEN INTO ACCOUNT IN THIS NEW PROGRAMME?

Yes. To calculate your XP, we take into account your stays since 2008 (hotels in Portugal) and since September 2020 (hotels in Brazil).

DOES BLUE LEVEL NO LONGER EXIST?

With the redesign of the Prestige by PortoBay programme, Blue level has now been renamed Silver, but keeps the same benefits.
Your Silver card is available in digital form on the PortoBay App, and in your personal area on www.portobay.com.

IS MY OLD CARD STILL VALID?

In the transition phase, the old Prestige cards (Blue and Gold) will continue to be recognised. The new cards are available in digital form on the PortoBay App and in your personal area at www.portobay.com.

WILL PHYSICAL CARDS CEASE TO EXIST?

Yes. The Prestige card is going digital, to make it more convenient for our guests, and to conform with our sustainability policy. This change from physical/plastic cards to digital format means a saving of around 300,000 cards over 5 years.

IN WHICH HOTELS CAN I USE MY BENEFITS?

Your affiliation to the Prestige programme is valid in any PortoBay hotel you stay at. To use your Prestige discount in restaurants, bars, merchandising or spas you don’t need to be staying there. Just show your Prestige card in the App.

HOW DO I USE MY PRESTIGE DISCOUNT ON ACCOMMODATION?

The Prestige discount on accommodation is only valid for reservations made directly with PortoBay, though the following contacts:

Hotels in Portugal www.portobay.com . reservations@portobay.pt . +351 291 708 760
Hotels in Brazil www.portobay.com . reservas@portobay.com.br . +55 11 2183 0541

HOW DO I TAKE ADVANTAGE OF DISCOUNTS ON CONSUMABLES DURING MY STAY?

During your stay, and by signing up to the PortoBay App or the website www.portobay.com, the Prestige discount you are entitled to will automatically be applied and debited from your room account.
Discounts on restaurants, bars, spa, merchandising and laundry are only applicable to Silver, Gold and Platinum levels. Prestige discounts cannot be combined with other offers and/or promotions.

CAN I GET DISCOUNTS EVEN IF I AM NOT STAYING IN A PORTOBAY HOTEL?

Yes. Even if you are not staying at a PortoBay hotel, you can use your discounts in the PortoBay group's restaurants, bars, merchandising or spas. To do this, just sign up on the PortoBay App or on the website www.portobay.com and show your Prestige card in the App.

WHEN DO I NEED TO SHOW MY PRESTIGE CARD?

Presenting your card will be necessary whenever you wish to take advantage of benefits/discounts at:

- stores or partner activities;
- restaurants, bars or spas in PortoBay hotels where you are not actually staying.

ON WHICH SHOPS AND TOURIST ACTIVITIES DO I HAVE A PRESTIGE DISCOUNT?

As a Prestige member, you have access to discounts in various traditional shops and major international brands, rent-a-car and other tourist attractions and activities in most destinations where we have a presence. Find out about all our partners here.

WHAT IS THE PRESTIGE PACKAGE AND HOW CAN I RESERVE ONE?

The Prestige Package is an exclusive resort holiday package for Prestige Silver, Gold and Platinum members, which includes accommodation, transfers, meals, experiences and other treats, at fixed prices throughout the year. In August, PortoBay makes the Prestige Package available for the following year. For more information on the Prestige Package, please contact reservations@portobay.pt

CAN I GET A PRESTIGE DISCOUNT ON HOTEL EVENTS, SUCH AS A WEDDING?

The application of the Prestige discount for holding events/ special celebrations must be checked directly with each hotel.

I HAVE A TIMESHARE CONTRACT; HOW CAN I EARN XP?

Guests with a Time-Share contract are automatically recognised as Prestige Gold members. Progression to Platinum level will be based on Experience Points.
Note: to calculate your XP, we have taken into account your stays since 2008 (hotels in Portugal) and since September 2020 (hotels in Brazil).

CAN I RECOMMEND FRIENDS OR FAMILY?

Yes. If you would like family or friends to experience PortoBay hotels as a Prestige member, they can join the programme on a Prestige Friends recommendation. This programme grants benefits to your family or friends, whether they stay on the same or different dates. More information here.

WHERE CAN I SEE THE PRESTIGE BY PORTOBAY PROGRAMME REGULATIONS?

You can check the programme regulations here.

CAN I CANCEL MY PRESTIGE BY PORTOBAY ACCOUNT?

You may cancel your personal account on the PortoBay App or in the personal area of the website www.portobay.com.
Cancelling your account means you cancel your subscription to Prestige by PortoBay and lose access to your Prestige benefits or discounts.

HOW CAN I CHECK/CHANGE MY PERSONAL DETAILS?

You can check or change your personal details on the PortoBay App or in your personal area at www.portobay.com.

I OFFERED A STAY TO A FRIEND/FAMILY MEMBER. WHO RECEIVES THE XP RELATED TO THIS STAY?

The experience points (XP) are awarded to people who actually stay at the hotel. Therefore, when offering a stay to a friend or family member, Prestige members do not earn XP related to that stay.

HOW CAN I KEEP UP TO DATE WITH PRESTIGE NEWS AND OFFERS?

The Prestige by PortoBay programme grants exclusive offers to its members throughout the year (Double Discounts, Christmas offer, Prestige Package, etc...). To ensure you receive these notifications, make sure you have your details up to date in the PortoBay app or in your personal area on www.portobay.com.

IF I HAVE ANY QUESTIONS, WHO SHOULD I CONTACT?

If you are staying at a PortoBay hotel, please contact the reception team. You can also put your questions in an e-mail: prestige@portobay.pt

WHAT IS A STAY EXTENSION?

A stay extension is when there is more than one consecutive reservation at the same hotel, with less than a 1 night interval between checking out of the previous reservation and check-in of the next reservation.
In these cases, to collect XP, only the XP for the number of nights in addition to the initial booking will be counted.

I AM A TIME-SHARE MEMBER AND MY FRIENDS OR FAMILY WILL ENJOY MY WEEK. WHO RECEIVES XP RELATED TO THIS STAY?

Friends/relatives of Time-Share members who are not on the contract and who stay in the Time-Share member's week receive XP related to that stay. That is, the Time-Share member does not collect XP for the week or days that were experienced by that friend/relative.

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.

1. HOW CAN I BUY A GIFT VOUCHER? 

They can be purchased exclusively through giftvouchers@portobay.pt . You will be sent a link to pay with Visa, MasterCard or American Express. The vouchers, after purchase, cannot be refunded.

2. WHICH SERVICES CAN I USE THE GIFT VOUCHER ON? 

On accommodation, spas, restaurants and bars in the hotels belonging to PortoBay Hotels & Resorts.

3. WHERE CAN I USE THE GIFT VOUCHER? 

It can be used at any hotel of the group in Portugal or Brazil.

4. WHICH AMOUNTS ARE AVAILABLE WHEN BUYING A GIFT VOUCHER? 

In the case of monetary vouchers, they have a minimum value of € 10 and a maximum of € 1500. In the case of service vouchers, the values will be according to the desired service.

5. WHICH CURRENCY ARE GIFT VOUCHERS AVAILABLE IN? 

Only in Euros. If the voucher is used in one of the PortoBay hotels in Brazil, the exchange rate (Euro (EUR) - Reais (BRL)) applied will be the one of the Banco de Portugal for the last day of the month previous to the date of issue (please go to the following link to see the exchange rate www.bportugal.pt/en/conversor-moeda)

6. DO THE GIFT VOUCHERS HAVE A VALIDITY? 

Yes, 12 months from the date it is issued (except Christmas & new year's periods). Once the validity has passed, the Gift Voucher cannot be redeemed or returned.

7. HOW DO I REDEEM A GIFT VOUCHER? 

All reservations must be made at least 3 days in advance via the email giftvouchers@portobay.pt, quoting the number of the voucher. 
When you use the service, you must hand over the Gift Vouch

8. WHO CAN USE MY GIFT VOUCHER? 

Gift Vouchers are not transferable. Only the person whose name is on the voucher can use it.

9. DO YOU NEED TO BE BOOKED IN TO A HOTEL TO BE ABLE TO USE THE VOUCHER? 

You don’t need to be staying at a PortoBay hotel to use the Gift Voucher. Please remember that the service has to be booked at least 3 days in advance.

10. HOW IS THE GIFT VOUCHER DELIVERED? 

It is delivered by email to the address indicated at the time of purchase. Please confirm that the recipient’s e-mail is correct when finalising the purchase.

11. CAN I SPLIT THE GIFT VOUCHER AMOUNT INTO VARIOUS TRANSACTIONS? 

No, the Gift Voucher can only be used for a single transaction.

12. CAN I EXCHANGE MY GIFT VOUCHER FOR CASH?

No, the Gift Voucher cannot be converted into cash.

13. HOW CAN I RECEIVE AN INVOICE WITH A TAX NUMBER? 

Please send an email with your details to giftvouchers@portobay.pt

14. WHAT IF I LOSE MY GIFT VOUCHER? 

PortoBay Hotels & Resorts is not responsible for the loss, theft or unauthorised use of any voucher.

15. IS THERE ANOTHER WAY OF GETTING/ SENDING THE VOUCHER EXCEPT BY EMAIL? 

If you want to give someone the voucher in person, we can put it in a gift envelope, but at present it is only possible to collect the voucher in person at the Vila Porto Mare resort (Madeira).
To do so, when purchasing your voucher please indicate that you want to collect it at Vila Porto Mare and we will inform you as soon as it is ready.

16. AS A PRESTIGE/GOURMET MEMBER, DO I GET ANY DISCOUNT ON PURCHASING A VOUCHER?

If you have a Prestige (Silver, Gold and Platinum) or Gourmet card, you are entitled to your discount when purchasing accommodation, spa and restaurants vouchers. Please refer your Prestige / Gourmet details when sending the email requesting the voucher. The discounts are not applicable when purchasing monetary vouchers.

17. IF I PURCHASE (OR RECEIVE) A MEAL VOUCHER, ARE THERE ANY LIMITATIONS WHEN CHOOSING DISHES FROM THE MENU?

These vouchers include a 3 course meal (1 starter, 1 main course and 1 dessert). Please note that some dishes on the menu may not be available when using a gift voucher. In the case of the Arsenal restaurant, dinner is a buffet on some nights of the week.

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 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 CITY TAX INCLUDED IN THE VALUE OF THE RESERVATION?

City taxes not included. 

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.

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 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 CITY TAX INCLUDED IN THE VALUE OF THE RESERVATION?

City taxes not included. 

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.

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

No. The Half-Board option is valid for restaurant Rose Garden in The Cliff Bay Hotel. Guests with Half-Board reservation can exchange restaurant and will have credit of €30 per person/day to be used on food at other restaurants at The Cliff Bay 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. 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.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

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

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 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 CITY TAX INCLUDED IN THE VALUE OF THE RESERVATION?

City taxes not included. 

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 in the hotel's garage, for an additional €10/day fee.

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.

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. 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.

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 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.

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 2€ per night/per guest (for guests as from 13 years), up to a maximum of 7 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. 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.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

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

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 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 CITY TAX INCLUDED IN THE VALUE OF THE RESERVATION?

City taxes not included. 

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, Horta and Varanda Bar 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 can park in the Vila Porto Mare garages, for an additional charge of €10 per day. You can also park for free in the Eden Mar outdoor car park. Subject to availability. Guests with more than 1 stay in PortoBay have access to up to 50% discount, according to the member level.

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.

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.

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. 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.

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.

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 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 CITY TAX INCLUDED IN THE VALUE OF THE RESERVATION?

City taxes not included. 

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, Horta and Varanda Bar 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 can park in the Vila Porto Mare garages, for an additional charge of €10 per day. You can also park for free in the Eden Mar outdoor car park. Subject to availability. Guests with more than 1 stay in PortoBay have access to up to 50% discount, according to the member level.

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.

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.

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.

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 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 CITY TAX INCLUDED IN THE VALUE OF THE RESERVATION?

City taxes not included. 

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, Horta and Varanda Bar 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 can park in the Vila Porto Mare garages, for an additional charge of €10 per day. You can also park for free in the Eden Mar outdoor car park. Subject to availability. Guests with more than 1 stay in PortoBay have access to up to 50% discount, according to the member level.

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.

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.

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. 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.

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.

WILL THERE BE ANY CHANGES TO MY TIMESHARE NOW THAT SALES HAVE STOPPED?

No. Sabine, Clare and Cindy will still be there to satisfy all your holiday needs as they have done until now. Morning meetings, excursions, help and advice, internal exchanges and help with maintenance fee payments are still part of the service. Bruno will still be providing transport back to the airport. The AGM will continue and you will still be sent your invoice for Maintenance fees. The only change is that cannot purchase more Timeshare, however, moving forward you will be able to book The Residence as a Prestige Member.

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.

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.

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.

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. 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.

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 in the hotel's garage, for an additional €20/day fee. Guests with more than 1 stay in PortoBay have access to up to 50% discount, according to the member level.

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)

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.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

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

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.

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 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. 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.

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.

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.

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.

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 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. 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.

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 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.

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 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.

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 from 2:00 p.m. and check-out until 12:00 p.m.

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.

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.

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

You can contact us by phone: + 55 21 2546 8040 or by email: eventos@portobay.com.br

I HAVED A HIRED CAR. WHERE CAN I PARK IT?

The Hotel does not have private parking. Guest' cars can be parked on the road provided that there is space. The Hotel does not accept responsibility for any damage caused.

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?

For special requests please contact Guest Relations by email at guestrelations@portobay.com.br or +55 21 2546 8070.

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

The PortoBay Rio de Janeiro SPA is for the exclusive use of hotel guests.

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

You can send an email with a partnership proposal to guestrelations@portobay.com.br or contact us on +55 21 2546 8070.

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

For more information about wedding night packages, please contact our Reservations department: reservas@portobay.com.br or +55 21 2546 8010.

DO YOU HOLD WEDDINGS AT THE HOTEL?

Yes, the hotel has facilities for holding private weddings. Our events department can be consulted by phone on +55 11 21 2546 8040 or e-mail eventos@portobay.com.br.

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

The closest subway station to the hotel PortoBay Rio de Janeiro is Cardeal Arcoverde.

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.

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

Check-in begins after 2 p.m. and Check-out is until 12 Noon.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes. If you have not arrived yet please contact reservas@portobay.com.br. If you are already at the hotel contact the reception.

HOW CAN I MAKE A RESERVATION DIRECTLY WITH THE HOTEL?

Via the website at www.portobay.com or by contacting us at: +55 21 2546 8000 . reservas@portobay.com.br
You can also use our free-phone service Click2call.
If you are already a member of the Prestige Club, you have a discount of up to 10% off the rates.

CAN I SMOKE IN THE HOTEL?

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

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

The hotel apartments do not have carpets.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

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

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.

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.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE PORTOBAY RIO INTERNACIONAL HOTEL?

Yes. If you have not arrived yet contact buzios@portobay.com.br. If you are already at the hotel contact the reception.

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

You can park your car right by the hotel entrance at no extra cost.

IS THE HOTEL SUITABLE FOR PEOPLE WITH REDUCED MOBILITY?

No, the hotel does not have adapted facilities.

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

The PortoBay Búzios SPA is for the exclusive use of hotel guests.

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

The PortoBay Búzios hotel has special packages for hosting couples. See our website for the Romantic Getaway and Romantic Gazebo packages. For additional requests contact buzios@portobay.com.br.

DO YOU HOLD WEDDINGS AT THE HOTEL?

No weddings or other major events are held at the PortoBay Búzios hotel.

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

Check-in begins after 2 p.m. and Check-out is until 12 Noon.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes. If you have not arrived yet please contact reservas@portobay.com.br. If you are already at the hotel contact the reception.

HOW CAN I MAKE A RESERVATION DIRECTLY WITH THE HOTEL?

Via the website at www.portobay.com or by contacting us at: +55 21 2546 8000 . reservas@portobay.com.br
You can also use our free-phone service Click2call.
If you are already a member of the Prestige Club, you have a discount of up to 10% off the rates.

CAN I SMOKE IN THE HOTEL?

In compliance with Brazilian 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 BOOK DAY USE?

It is not possible to reserve Day Use.

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

The hotel apartments do not have carpets.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

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

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.

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.

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

Check-in begins after 3 pm and Check-out is until 12 pm.

CAN YOU ORGANISE MY TRANSFER TO AND FROM THE AIRPORT?

Yes. If you are not yet in the hotel please contact reservassp@portobay.com.br. If you are already at the hotel contact the reception.

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

You can contact us by phone: + 55 11 2183 0520 or by email: eventossp@portobay.com.br

HOW CAN I MAKE A RESERVATION DIRECTLY WITH THE HOTEL?

Via the website at www.portobay.com or by the following contacts: tel. + 55 11 2183-0541 . reservassp@portobay.com.br You can also use our free-phone service Click2call.

CAN I SMOKE IN THE HOTEL?

In compliance with Brazilian law it is forbidden to smoke in social areas. You may smoke in the outdoor areas and in smoking rooms.

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

Yes, rooms designed for people with reduced mobility have showers with height and incline adjustments.

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?

In addition to the usual services such as roses and in-room breakfast, personalised services can also be catered for. Please consult the hotel concierge.

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

Yes, there are Day Spa options that can be consulted through our reservations department.

CAN I BOOK DAY USE?

Yes, through our reservations department.

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

Our reservations department, by phone +55 11 2183-0543 or e-mail reservassp@portobay.com

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

We offer the Romance Experience and Celebration options.

DOES THE HOTEL HAVE ROOMS WITHOUT CARPETS?

Yes, we have some Executive Apartment and Luxury Suite options without carpets. No Junior Suites are carpeted.

DO YOU HOLD WEDDINGS AT THE HOTEL?

Yes, the hotel has facilities for holding private weddings. Our events department can be consulted by phone on +55 11 2183-0520 or e-mail eventossp@portobay.com.br.

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

Trianon-MASP Metro Station, Line 2 - Green. 300 m away.

CAN CHILDREN SWIM IN THE ADULTS’ POOL?

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

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