Questions related with vouchers, where to use, how to use, delivery and returns or exchanges.

  • Terms and Conditions Gourmet Voucher

    See all the terms and conditions of the Voucher Gourmet: 1 meal for 2 people.

    1. Where can the Gourmet Voucher be used?

    This voucher is valid at

    PESTANA POUSADAS DE PORTUGAL:

    • AZORES: Horta
    • ALENTEJO: Castelo de Alcácer do Sal | Convento de Arraiolos | Convento de Beja | Castelo de Estremoz | Convento de Évora | Marvão | Convento de Vila Viçosa | Mosteiro do Crato
    • ALGARVE: Palácio de Estoi | Sagres | Convento de Tavira
    • CENTRE: Serra da Estrela | Ria | Castelo de Óbidos | Viseu
    • LISBON: Pousada de Lisboa | Palácio Nacional de Queluz | Castelo de Palmela
    • NORTH: Mosteiro de Amares | Caniçada - Gerês | Mosteiro de Guimarães | Viana do Castelo
    • MADEIRA: Pestana Churchill Bay


    In PESTANA COLLECTION HOTELS:

    • LISBON: Pestana Palace Lisboa | Pestana Cidadela Cascais
    • NORTH: Pestana Palácio do Freixo


    And do not forget…PESTANA CR7 LIFESTYLE HOTELS:

    • LISBON: CR7 Corner Bar & Bistro
    • MADEIRA: CR7 Corner Pizza, Burger, Beer & Wine

     

    2. How long is the Gourmet Voucher valid for?

    The voucher is valid for 12 months from the date of purchase!

     
    3. How will I receive the Gourmet Voucher?


    If you opt-in for a physical delivery
    The physical voucher will be sent to the indicated address in “Voucher Shipping Details” at the checkout time. The delivery timeframe will vary depending on the delivery country.

    Continental Portugal and Islands: 
    Delivery may take up to 96 hours to be made at the address indicated, unless we are prevented from doing so by circumstances beyond our control. 
    International Shipping:
    Delivery will be made within 12 days to your chosen address, unless we are prevented from doing so by circumstances beyond our control. 

    If you opt-in for a digital delivery
    The digital voucher will be sent, immediately after payment confirmation, to the email address specified on “Voucher Shipping Details” at the checkout time.


    4. How do I use the Gourmet Voucher?

    Advance booking is required to use the Gourmet Voucher. This booking can only be made 3 days after the date of purchase and the meal must be reserved in advance by contacting the respective Pousada or Hotel. This will be subject to restaurant availability. It is also essential to hand over the voucher at the time of use.

     

    5. Can I combine vouchers?

    No, this voucher cannot be combined with other vouchers, discounts or promotions.

     

    6. Can I exchange the Gourmet Voucher?

    Yes, up to 30 days before the voucher expires, it can be exchanged for a superior voucher on payment of the respective upgrade.

     

    7. Can I return the Gourmet Voucher?

    Yes, up to 15 days after the purchase date.


    At its sole discretion, the Pestana Group may temporarily close hotels if necessary. These will be temporarily excluded from the scope of this agreement and Pestana Group will always undertake to forward requests to other hotels where justified.

    Mehr Informationen
  • Terms and Conditions Check-In Voucher

    See all the terms and conditions of the Voucher Check-In: 1 night for 2 people in Pousadas de Portugal and valid as a discount on Hotels in Portugal.

    1. Where can the Check-In Voucher be used?

    This voucher is valid for 2 people in Classic Room, at the following Pousadas de Portugal:

    • AZORES: Forte da Horta | Forte de Angra
    • ALENTEJO: Castelo de Alcácer do Sal | Convento de Arraiolos | Convento de Beja | Marvão | Convento de Vila Viçosa | Castelo de Alvito
    • ALGARVE: Sagres
    • CENTRE: Ourém | Serra da Estrela | Ria | Viseu
    • LISBON: Castelo de Palmela | Palácio de Queluz
    • NORTH: Bragança | Palacete de Alijó | Valença do Minho
    Or valid as a discount of the voucher value at the following Hotels:
    • NORTH: Pestana Palácio do Freixo | Pestana Vintage Porto | Pestana A Brasileira
    • LISBON: Pestana Palace | Pestana CR7 | Pestana Cidadela de Cascais | Pestana Cascais | Pestana Sintra
    • ALGARVE: Pestana Alvor Praia | Pestana D. João II |  Pestana D. João Villas | Pestana Alvor South Beach | Pestana Viking | Pestana Vila Sol | Pestana Gramacho Residences | Pestana Carvoeiro | Pestana Alvor Atlântico | Pestana Alvor Park | Pestana Palm Gardens
    • AZORES: Pestana Bahia Praia
    • MADEIRA: Pestana Carlton | Pestana Casino Park | Pestana Casino Studios | Pestana Promenade | Pestana CR7 | Pestana Grand | Pestana Palms | Pestana Village | Pestana Miramar | Pestana Quinta do Arco | Pestana Ilha Dourada

    2. Are the conditions of the Check-In Voucher the same at any time of the year?

    No, on certain dates this voucher (valid for 1 night) becomes a discount voucher. The actual value of the voucher is deducted at the time of booking based on the flexible fee at pestana.com/en.

    The dates are:

    • Every Saturday and New Year, Carnival, Easter and national or local holiday periods, and bank holidays.
    • From 1 JULY to 31 AUG: Forte da Horta | Castelo de Alcácer do Sal | Sagres | Ria.
    • From 1 DEC to 31 MAR and 1 a 31 AUG: Serra da Estrela

    In the case of using the voucher in Hotels, no date restrictions apply, you can make your reservation for 1 or 2 nights and discount the voucher amount.

    3. How do I proceed to make a voucher reservation?

    1. Go to the pestana.com website
    2. Choose a Pousada or Hotel
    3. Select dates
    4. In the "Special Prices" field, select Experience Voucher
    5. Insert the Voucher number that is next to the bar code
    6. Complete the reservation
    7. You can also request your reservation through telephone contact or chat

    When using the Pousadas de Portugal Vouchers as a discount on the Hotels, the values that will be discounted in the total of the reservation are as follows:

    • Check-in voucher: 89.90 €
    • Premium Check-in voucher: 149.90 €
    • Luxury voucher: 189.90 €

     

    4. How will I receive the Check-in Voucher?

    If you opt-in for a physical delivery

    The physical voucher will be sent to the indicated address in “Voucher Shipping Details” at the checkout time. The delivery timeframe will vary depending on the delivery country.

    Continental Portugal and Islands: 
    Delivery may take up to 96 hours to be made at the address indicated, unless we are prevented from doing so by circumstances beyond our control. 
    International Shipping:
    Delivery will be made within 12 days to your chosen address, unless we are prevented from doing so by circumstances beyond our control. 

    If you opt-in for a digital delivery
    The digital voucher will be sent, immediately after payment confirmation, to the email address specified on “Voucher Shipping Details” at the checkout time.


    5. How long is the Check-in Voucher valid for?
    The voucher is valid for 12 months from the date of purchase!

    6. How do I use the Check-in Voucher?
    Advance booking is required to use the Check-in Voucher. This booking can only be made 3 days after the date of purchase, and is subject to unit availability. The voucher must be handed over when checking in, if not, the stay will be charged according to the flexible fee at pestana.com/en

    7. Can I combine vouchers?
    No, this voucher cannot be combined with other vouchers, discounts or promotions.


    8. Can I exchange a Check-in Voucher?

    Yes, up to 30 days before the voucher expires, it can be exchanged for a superior voucher on payment of the respective upgrade.

    9. Can I return the Check-in Voucher?

    Yes, up to 15 days after the purchase date.

     

    10. Am I entitled to extra beds?

    The voucher is for 2 people in Classic Room. If you wish to book for more people, a room upgrade will be required, subject to the additional payment of their supplements, which will be calculated by deducting the face value of the voucher from the flexible rate disclosed. In the specific case of franchised hotels there will also be an extra bed charge.

    11. Can I get a room upgrade?

    The voucher may be used to book superior to Standard room types, in which case the flexible fee published at pestana.com/en will be paid for the desired room type, deducted from the voucher’s face value.

    12. Can I cancel my booking?

    Yes, up to 48 hours prior to your arrival. In the event of a late cancellation or a no-show, the voucher will be considered used.

    At its sole discretion, Pestana Group may temporarily close hotels if necessary. These will be temporarily excluded from the scope of this agreement and Pestana Group will always undertake to forward requests to other hotels where justified.

    Mehr Informationen
  • Conditions Gift Voucher Accommodation


    Conditions Gift Voucher Accommodation In which hotels and under which conditions can I use a Gift Voucher Accommodation? 

     The voucher can be used in Portugal, at the brands Pestana Hotels & Resorts, Pestana Pousadas de Portugal, Pestana Collection Hotels and Pestana CR7 Lifestyle, exclusively for room only or bed and breakfast rates. The Gift Voucher Accommodation does not apply to half-board rates and All Inclusive rates, as well as franchised Pousadas. 

    Additional Conditions: 

    • The Gift Voucher Accommodation is valid for 12 months after the date of purchase. Once this period has passed, the voucher expires and it is not possible to reactivate it. 
    • The voucher amount will be deducted from the total amount payable during the stay when making the final payment. 
    • The voucher can be used for accommodation services in units of the Pestana Group, in Portugal, which offer room only or bed and breakfast rates. Half-board and all-inclusive rates are not bookable with this voucher.
    • A voucher can only be used on a single reservation. If the total amount of the stay is less than the value of the Gift Voucher Stay, the difference will not be refunded. 
    • It is not possible to use multiple vouchers in a reservation, that is, each reservation allows the use of only one voucher.
    • Cancellations: Reservations made with Gift Voucher Accommodation can be cancelled 48hrs before the expected arrival date; however, the Voucher will not be available for a new reservation, becoming inactive.
    • Exchanges or Returns: up to 15 days after purchase. 
     • The voucher is sent to the email indicated at the time of purchase. It is important that you keep your e- voucher until it is actually used.  
    • Mandatory reservation through pestana.com or 808 252 252 

    Mehr Informationen
  • Terms and Conditions Premium Check In Voucher

    See all the terms and conditions of the Premium Check-In Voucher: 1 or 2 nights for 2 people in Pousadas de Portugal and valid as a discount on Hotels in Portugal.

    1. Where can the Premium Check-in Voucher be used?

    This voucher is valid for 2 people in a Classis Room at the following Pousadas:

    Valid for 1 night:

    • ALENTEJO: Castelo de Estremoz | Convento de Évora
    • ALGARVE: Convento de Tavira
    • NORTH: Gerês – Caniçada | Viana do Castelo

    Valid for 2 consecutive nights in the same Pousada:

    • AZORES: Forte da Horta | Forte de Angra
    • ALENTEJO: Castelo de Alcácer do Sal | Convento de Arraiolos | Convento de Beja | Marvão | Convento de Vila Viçosa | Castelo de Alvito
    • ALGARVE: Sagres
    • CENTRE: Ourém | Viseu | Ria | Serra da Estrela
    • LISBON: Castelo de Palmela | Palácio de Queluz
    • NORTH: Bragança | Palacete de Alijó | Valença do Minho
    Or valid as a discount of the voucher value at the following Hotels:
    • NORTH: Pestana Palácio do Freixo | Pestana Vintage Porto | Pestana A Brasileira
    • LISBON: Pestana Palace | Pestana CR7 | Pestana Cidadela de Cascais | Pestana Cascais | Pestana Sintra
    • ALGARVE: Pestana Alvor Praia | Pestana D. João II | Pestana D. João Villas | Pestana Alvor South Beach | Pestana Viking | Pestana Vila Sol | Pestana Gramacho Residences | Pestana Carvoeiro | Pestana Alvor Atlântico | Pestana Alvor Park | Pestana Palm Gardens
    • AZORES: Pestana Bahia Praia
    • MADEIRA: Pestana Carlton | Pestana Casino Park | Pestana Casino Studios | Pestana Promenade | Pestana CR7 | Pestana Grand | Pestana Palms | Pestana Village | Pestana Miramar | Pestana Quinta do Arco | Pestana Ilha Dourada

    2. Are the conditions of the Premium Check-In Voucher the same at any time of the year?

    No, on certain dates this voucher (valid for 1-2 nights) becomes a discount voucher. The actual value of the voucher is deducted at the time of booking based on the flexible fee at pestana.com/en. The dates are:

    • In the periods of: New Year, Carnival, Easter and national or local holiday periods, and bank holidays.
    • From 1 JULY to 31 AUG: Viana do Castelo | Gerês- Caniçada | Ria | Castelo de Alcácer do Sal | Sagres | Convento de Tavira | Forte da Horta
    • From 1 DEC to 31 MAR: Serra da Estrela

    In the case of using the voucher in Hotels, no date restrictions apply, you can make your reservation for 1 or 2 nights and discount the voucher amount.

    3. How do I proceed to make a voucher reservation?

    1. Go to the pestana.com website
    2. Choose a Pousada or Hotel
    3. Select dates
    4. In the "Special Prices" field, select Experience Voucher
    5. Insert the Voucher number that is next to the bar code
    6. Complete the reservation
    7. You can also request your reservation through telephone contact or chat

    When using the Pousadas de Portugal Vouchers as a discount on the Hotels, the values that will be discounted in the total of the reservation are as follows:

    • Check-in voucher: 89.90 €
    • Premium Check-in voucher: 149.90 €
    • Luxury voucher: 189.90 €

    4. How will I receive the Premium Check-in Voucher?

    If you opt-in for a physical delivery
    The physical voucher will be sent to the indicated address in “Voucher Shipping Details” at the checkout time. The delivery timeframe will vary depending on the delivery country.

    Continental Portugal and Islands: 
    Delivery may take up to 96 hours to be made at the address indicated, unless we are prevented from doing so by circumstances beyond our control. 
    International Shipping:
    Delivery will be made within 12 days to your chosen address, unless we are prevented from doing so by circumstances beyond our control. 

    If you opt-in for a digital delivery
    The digital voucher will be sent, immediately after payment confirmation, to the email address specified on “Voucher Shipping Details” at the checkout time.


     

    5. How long is the Premium Check-in Voucher valid for?

    The voucher is valid for 12 months from the date of purchase!

    6. How do I use the Premium Check-in Voucher?
    Advance booking is required to use the Check-in Voucher. This booking can only be made 3 days after the date of purchase, and is subject to unit availability. The voucher must be handed over when checking in, if not, the stay will be charged according to the flexible fee at pestana.com/en

    7. Can I combine vouchers?

    No, this voucher cannot be combined with other vouchers, discounts or promotions.

    8. Can I exchange the Premium Check-in Voucher?

    Yes, up to 30 days before the voucher expires, it can be exchanged for a superior voucher on payment of the respective upgrade.

    9. Can I return the Premium Check-in Voucher?

    Yes, up to 15 days after the purchase date.

    10. Am I entitled to extra beds?

    The voucher is for 2 people in Classic Room. If you wish to book for more people, a room upgrade will be required, subject to the additional payment of their supplements, which will be calculated by deducting the face value of the voucher from the flexible rate disclosed. In the specific case of franchised hotels there will also be an extra bed charge.

    11. Can I get a room upgrade?

    The voucher may be used to book superior to Standard room types, in which case the published flexible fee will be paid for the desired room type, deducted from the face value of the voucher.

    12. Can I cancel my booking?

    Yes, up to 48 hours prior to your arrival. In the event of a late cancellation or a no-show, the voucher will be considered used.

    At its sole discretion, Pestana Group may temporarily close hotels if necessary. These will be temporarily excluded from the scope of this agreement and Pestana Group will always undertake to forward requests to other hotels where justified.

    Mehr Informationen
  • Terms and Conditions Luxury Voucher

    See all the terms and conditions of Luxury Voucher: 1 or 2 nights for 2 people in Pousadas de Portugal and valid as a discount on Hotels in Portugal.

    1. Where can the Luxury Voucher be used?

    The Luxury voucher is valid for 2 people in a Classic Room at selected Pousadas de Portugal and Pestana Collection hotels.

    Valid for 1 night:

    • ALENTEJO: Castelo de Estremoz | Convento de Évora | Mosteiro do Crato
    • ALGARVE: Convento de Tavira | Palácio de Estoi
    • LISBON: Pestana Palace Lisboa | Pestana Cidadela Cascais | Pousada de Lisboa – Praça do Comércio (night valid from 1 Nov to 30 April)
    • NORTH: Pestana Palácio do Freixo | Pestana Porto – A Brasileira | Mosteiro de Amares | Gerês-Caniçada | Mosteiro de Guimarães | Viana do Castelo.

    Valid for 2 consecutive nights:

    • AZORES: Forte da Horta | Forte de Angra
    • ALENTEJO: Castelo de Alcácer do Sal | Convento de Arraiolos| Convento de Beja | Marvão | Convento de Vila Viçosa | Castelo de Alvito
    • ALGARVE: Sagres
    • CENTRE: Ourém | Viseu | Ria | Serra da Estrela
    • LISBON: Castelo de Palmela | Palácio de Queluz
    • NORTH: Bragança | Palacete de Alijó | Valença do Minho
    Or valid as a discount of the voucher value at the following Hotels:
    • NORTH: Pestana Palácio do Freixo | Pestana Vintage Porto | Pestana A Brasileira
    • LISBON: Pestana Palace | Pestana CR7 | Pestana Cidadela de Cascais | Pestana Cascais | Pestana Sintra
    • ALGARVE: Pestana Alvor Praia | Pestana D. João II | Pestana D. João Villas | Pestana Alvor South Beach | Pestana Viking | Pestana Vila Sol | Pestana Gramacho Residences | Pestana Carvoeiro | Pestana Alvor Atlântico | Pestana Alvor Park | Pestana Palm Gardens
    • AZORES: Pestana Bahia Praia
    • MADEIRA: Pestana Carlton | Pestana Casino Park | Pestana Casino Studios | Pestana Promenade | Pestana CR7 | Pestana Grand | Pestana Palms | Pestana Village | Pestana Miramar | Pestana Quinta do Arco | Pestana Ilha Dourada

    2. Are the conditions of the Luxury Voucher the same at any time of the year?

    No, on certain dates this voucher (valid for 1-2 nights) becomes a discount voucher. The actual value of the voucher is deducted at the time of booking based on the flexible fee at pestana.com/en.  

    The dates are:

    • In the periods of New Year, Carnival, Easter and national or local holiday periods, and bank holidays.
    • From 1 JULY to 31 AUG: Viana do Castelo | Gerês- Caniçada | Ria | Castelo de Alcácer do Sal | Sagres | Convento de Tavira | Forte da Horta
    • From 1 DEC to 31 MAR: Serra da Estrela

    In the case of using the voucher in Hotels, no date restrictions apply, you can make your reservation for 1 or 2 nights and discount the voucher amount.

    3. How do I proceed to make a voucher reservation?

    1. Go to the pestana.com website
    2. Choose a Pousada or Hotel
    3. Select dates
    4. In the "Special Prices" field, select Experience Voucher
    5. Insert the Voucher number that is next to the bar code
    6. Complete the reservation
    7. You can also request your reservation through telephone contact or chat

    When using the Pousadas de Portugal Vouchers as a discount on the Hotels, the values that will be discounted in the total of the reservation are as follows:

    • Check-in voucher: 89.90 €
    • Premium Check-in voucher: 149.90 €
    • Luxury voucher: 189.90 €


    4. How will I receive the Luxury Voucher?

    If you opt-in for a physical delivery
    The physical voucher will be sent to the indicated address in “Voucher Shipping Details” at the checkout time. The delivery timeframe will vary depending on the delivery country.

    Continental Portugal and Islands: 
    Delivery may take up to 96 hours to be made at the address indicated, unless we are prevented from doing so by circumstances beyond our control. 
    International Shipping:
    Delivery will be made within 12 days to your chosen address, unless we are prevented from doing so by circumstances beyond our control. 

    If you opt-in for a digital delivery
    The digital voucher will be sent, immediately after payment confirmation, to the email address specified on “Voucher Shipping Details” at the checkout time.



    5. How long is the Luxury Voucher valid for?

    The voucher is valid for 12 months from the date of purchase!

    6. How do I use the Luxury Voucher?

    Advance booking is required to use the Luxury Voucher. This booking can only be made 3 days after the date of purchase, and is subject to unit availability. The voucher must be handed over when checking in - if not, the stay will be charged according to the flexible fee.

    7. Can I combine vouchers?

    No, this voucher cannot be combined with other vouchers, discounts or promotions.

    8. Can I exchange the Luxury Voucher?

    Yes, up to 30 days before the voucher expires, it can be exchanged for a superior voucher on payment of the respective upgrade.

    9. Can I return the Luxury Voucher?

    Yes, up to 15 days after the purchase date.

     

    10. Am I entitled to extra beds?

    The voucher is for 2 people in Classic Room. If you wish to book for more people, a room upgrade will be required, subject to the additional payment of their supplements, which will be calculated by deducting the face value of the voucher from the flexible rate disclosed. In the specific case of franchised hotels there will also be an extra bed charge.

    11. Can I get a room upgrade?

    The voucher may be used to book superior to Standard room types, in which case the published flexible fee will be paid for the desired room type, deducted from the face value of the voucher.

    12. Can I cancel my booking?

    Yes, up to 48 hours prior to your arrival. In the event of a late cancellation or a no-show, the voucher will be considered used.

    At its sole discretion, Pestana Group may temporarily close hotels if necessary. These will be temporarily excluded from the scope of this agreement and Pestana Group will always undertake to forward requests to other hotels where justified.

    Mehr Informationen