Check out our FAQs, send an email to email@example.com or call (+351) 211 519 699 so we can answer all your questions or hear your comments.
PROGRAMME | WHAT IS THE PESTANA GUEST CLUB?
The Pestana Guest Club is the loyalty programme for Pestana Hotel Group Customers which includes the Pestana Hotels & Resorts, Pousadas de Portugal, Pestana CR7 and Pestana Collection Hotels. This programme allows points to be earned for each stay or meal at participating hotels.
Those points may later be used for free stays at Pestana brands on any day of the year. As such, programme customers will have access to free stays at all Hotels and Pousadas detailed here. Membership of the loyalty programme also provides discounts on Accommodation, Bars and Restaurants, Magic Spa and various Group partners.
PROGRAMME | WHAT ARE THE PROGRAMME OPTIONS AND BENEFITS?
The programme has 4 levels for individual customers: GUEST, basic level accessible to all customers over 18 years old; ELITE, once you have earned 20,000 points in 2 years or made 5 bookings in 1 year, with additional benefits, including VIP treatment; ELITE PLUS, once you have earned 50,000 points in 2 years or made 10 bookings in 1 year, with access to even more discounts and benefits than the previous level; HONOR, once you have earned 100,000 points in 2 years or made 15 bookings in 1 year. For corporate clients we have a CORPORATE status based on agreements with partner companies.
All the benefits can also be found in the table of benefits.
PROGRAMME | HOW DO I JOIN?
Registration for the Pestana Guest Club Programme is open to all customers over 18 years old and can be done here using the registration form at www.pestana.com, at any hotel or pousada, via our Contact Centre and during the booking process at www.pestana.com.
PROGRAMME | DOES IT COST ANYTHING TO JOIN?
No. The Pestana Guest Club is accessible free of charge to all customers over 18 years old. The account holder is not charged any membership fee for participating in the Programme.
CARD | IF I DON’T HAVE MY CARD NUMBER AT CHECK-IN OR DURING MY STAY, WHAT DO I DO?
No problem. Just state that you are the cardholder and we’ll look up your customer number using your personal details. This way, your points will be credited, and you’ll be closer to enjoying free stays.
POINTS | HOW DO I EARN POINTS?
You will earn points for every stay booked through our direct channels (website, hotels, pousadas or Contact Centres) or for purchases made in our bars and restaurants. Bookings not made through our direct channels are entitled to 250 points per night. If the booking is made under special conditions, e.g. group bookings or prepaid promotions, no points will be earned.
POINTS | WHEN ARE POINTS CREDITED?
Points are credited after the stay (check-out) and may take up to 5 days to appear on your balance. If there is no change to your card balance after this time, you can request a credit adjustment in your personal area by logging in at www.pestana.com.
POINTS | WHERE CAN I CHECK MY POINTS?
All the information regarding your points balance, promotions and exclusive privileges is available at www.pestana.com, after completing your LOGIN. If you need further assistance, you can also contact the Pestana Guest Club helpline on (+351) 211 519 699 or send an email to firstname.lastname@example.org. Written communication with the programme, via email, is available in two languages: Portuguese and English.
POINTS | HOW LONG ARE POINTS VALID FOR?
Points are valid for 2 years from the date they are earned, after which they are automatically deducted from your account on the penultimate day of the month of expiry. Always check your expiring points in your customer area.
POINTS | I BOOKED WITHOUT JOINING THE CARD PROGRAMME. CAN I EARN THE POINTS?
Register online and automatically receive your customer number. When you arrive at check-in, be sure to mention it so that the points from your stay are credited to your card.
POINTS | POINTS HAVE NOT BEEN CREDITED TO ME. HOW CAN I REQUEST THEM?
It may take up to 5 working days for points to be credited. However, if they have not been credited, request them within 3 months of your stay by accessing your personal account, in the "Claim Points", option, available after logging in.
POINTS | PARTICIPATING HOTELS AND POUSADAS
DISCOUNTS | MAGIC SPA
Your Magic Spa discount is valid in the following hotels and Pousadas:
DISCOUNTS | RESTAURANTS
Beside accumulating points you can benefit from our discount in bars and restaurants at:
BOOKING WITH POINTS | HOW DO I BOOK?
A minimum of 18,000 points are needed to exchange points for a 1-night stay (this number varies depending on the establishment and the time of the year). Points Only bookings are available via your customer area or by phone, calling the Pestana Guest Club helpline (+351) 211 519 699. Cash&Points allows you to book a night using 2,500 points and paying the balance for the stay.
BOOKING WITH POINTS | CAN I BOOK WITH POINTS AT ANY TIME OF YEAR?
Yes! That’s one of the great advantages of the programme. Subject to hotel room availability, you can make a booking year-round, including Summer, Easter and New Year’s.
BOOKING WITH POINTS | CAN I USE POINTS AT ANY HOTEL/POUSADA?
Yes, points earned are valid at any hotel and pousada belonging to the Pestana Guest Club, regardless of where they were earned.
PARTNERS | CAN I EARN OR SPEND POINTS WITH PARTNERS?
Points can only be earned on services provided by the Pestana Group. Points can currently be used with some partners. You will also earn additional benefits with partners for being a Pestana Guest Club customer. More information is available on our Partners page.
ACCESS TO THE ACCOUNT | HOW DO I RECOVER MY PASSWORD?
You can recover your password by using the "forgotten your password" link. Just enter your customer number or email address with which you are registered and submit your request. Your password will be sent to the email address.
ACCESS TO THE ACCOUNT | I DON’T REMEMBER THE EMAIL I USED TO REGISTER FOR THE PROGRAMME. WHAT DO I DO?
If you have the card number, you can LOG IN with that information. If you don’t have your number available, send an email to email@example.com or contact the Pestana Guest Club helpline on(+351) 211 519 699. Written communication with the programme, via email, is available in two languages: Portuguese and English.