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Covid-19 Information


The month of September is a milestone that will stay in the memory of the PortoBay Group. In this month, hotels in all our geographical regions re-opened: both in Portugal and Brazil.
In the words of our President and CEO, António Trindade: "Despite the many uncertainties in the market, we have taken the decision to re-open all these hotels in the conviction that it has been and will be worth making every effort to keep them in operation". It is with great pride and satisfaction that we can officially say . .. “we are OPEN FOR BUSINESS”.


Due to its low exposure to the pandemic, Madeira island has implemented special security measures to receive tourists, namely the presentation on arrival at Madeira Airport of a SARS-CoV-2 test with a negative result, provided that it is carried out within a maximum period of 72 hours prior to boarding, or carrying out the respective test on arrival at Madeira Airport.
On August 1, the mandatory use of a community mask, to protect against the COVID-19 disease, was determined in the Autonomous Region of Madeira, in public spaces or areas, of access, during the period of stay, or of public use or similar, with the following exceptions:

a) Children up to 10 years old;
b) Incapacitated persons (who present difficulty in putting/removing the mask without assistance);
c) During sports practice;
d) Beaches, bathing areas and complexes and as well as sea access points, with the exception to the sanitary facilities where the use of a mask is mandatory, complying with the specific regulations previously approved by the Regional Government to carry out these activities, namely that determined in the annex to Resolution 358/2020; (portuguese version)
e) During any physical and/or leisure activity which requires physical strain;
f) Recreational and sporting activities in forest areas and along the recommended walking routes, complying with the rules of social distancing and the specific regulations previously approved by the Regional Government to carry out these activities, namely those featured in annexes IV and V of Resolution 282/2020. (portuguese version)

More detailed information here.
Watch Madeira Safe to Discover video here.




It is the PortoBay Group's top priority to protect and ensure the safety and well-being of it’s guests, customers, and colleagues. And our high standards of hygiene and cleanliness throughout our hotels have been widely recognised by our guests. In 2019, the GRI (Global Reputation Index, Review Pro) for PortoBay Hotels & Resorts was 92%, a result of 12,843 reviews, and amongst the various criteria evaluated, Cleanliness and Hygiene scored the highest at 95%.

We have created our “Together We Care” protocol – this is a representative adaptation of leading regional, national, and international health directives, and coincides with our ever present mission at PortoBay: to provide a memorable experience for each and all our guests.

Get to know the protocol here.


We have adjusted our cancellation policy to offer our direct guests the greatest possible flexibility when making cancellations or changes during this difficult planning period.

Are you making a new reservation?

All new reservations for future dates can be cancelled free of charge up to 48 hours before the arrival date at all group hotels. Except New Year's Eve dates for all hotels and Carnival dates for PortoBay Rio de Janeiro and PortoBay Búzios hotels.

Do you have a reservation?

For reservations already made with arrival dates from 1 June, we will allow you to change your arrival date until 30 June, 2021 for hotels in Portugal and until 24 December, 2020 for hotels in Brazil.

Customer Support

If you have any questions regarding your direct booking, you can contact our reservations department at:

PortoBay hotels in Portugal: opening hours (monday to sunday from 9am to 6pm)
Phone: +351 291 708 760; email:  

PortoBay Rio de Janeiro hotel: Phone: +55 21 2546 8070; email: 

L’Hotel PortoBay São Paulo: Phone: +55 11 2183-0500; email:

PortoBay Buzios hotel: Phone: +55 22 2623 2823; email:  

If you have booked through an intermediary - tour operator, airline, Online Travel Agent - please contact your travel agent.