HELP CENTRE
 

Frequently Asked Questions




In our help centre, we aim to assist you quickly and efficiently. You will find quick answers to questions related to reservations, units, services, facilities, cancellation policies, vouchers, and more.

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Pestana Guest Club

Program
What is the Pestana Guest Club?

The Pestana Guest Club is the loyalty programme for Pestana Hotel Group Customers that includes the Pestana Hotels & Resorts, Pousadas de Portugal, Pestana CR7, and Pestana Collection Hotels. This program allows you to enjoy exclusive member discounts and benefits at participating hotels.

How do I join?

Registration for the Pestana Guest Club Programme is open to all customers over 18 years old and can be completed here using the registration form at www.pestana.com, at any hotel or pousada, via our Contact Center, during the booking process at www.pestana.com or during check-in at our units participating in the program.

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.

Which units belong to the Pestana Guest Club?

Pestana Amsterdam Riverside, Pestana Arena Barcelona, Pestana Berlin Tiergarten, Pestana Chelsea Bridge, Pestana Collection Plaza Mayor, Pestana Park Avenue, Pestana Orlando Suites Lake Buena Vista, Pestana Miami South Beach, Pestana Palácio do Freixo, Porto, Pestana Vintage Porto, Pestana Porto - A Brasileira, Pestana Douro Riverside, Pestana Palace Lisboa, Pestana Cidadela Cascais, Pestana Cascais, Pestana Lisboa Vintage, Pestana Sintra Golf, Pestana CR7 Funchal, Pestana CR7 Marrakech, Pestana CR7 Gran Vía Madrid, Pestana CR7 Times Square, Pestana CR7 Lisboa, Pestana Bahia Praia, Pestana Alvor Praia, Pestana Alvor South Beach, Pestana Blue Alvor Beach, Pestana Alvor Park, Pestana Dom João II, Pestana Alvor Beach Villas, Pestana Palm Gardens, Pestana Vila Sol, Vilamoura, Pestana Viking, Pestana Carlton Madeira, Pestana Casino Park, Pestana Casino Studios, Pestana Quinta Perestrello, Pestana Vila Lido, Pestana Royal All Inclusive, Pestana Promenade, Pestana Village, Pestana Miramar, Pestana Grand, Pestana Ocean Bay All Inclusive, Pestana Quinta do Arco, Pestana Porto Santo All Inclusive, Pestana Madeira Beach Club, Pestana Churchill Bay, Pestana Fisherman Village, Pousada Lisboa Praça do Comércio, Pousada Caniçada, Gerês,  Pousada Castelo Alcácer do Sal, Pousada Castelo Estremoz, Pousada Castelo Óbidos, Pousada Castelo Palmela, Pousada Convento Arraiolos, Pousada Convento Beja, Pousada Convento Évora, Pousada Convento Tavira, Pousada Convento Vila Viçosa, Pousada Forte da Horta, Pousada Mosteiro de Amares, Pousada Mosteiro do Crato, Pousada Mosteiro Guimarães, Pousada Palácio Estoi, Pousada Ria, Aveiro, Pousada Palácio de Queluz, Pousada Sagres, Pousada Serra da Estrela, Pousada Viana do Castelo, Pousada Viseu, Pousada do Porto - Rua das Flores, Pousada Vila Real de Santo António, Pousada Vila Óbidos, Pousada Casa Lidador - Óbidos, Pousada Alfama, Pestana Rua Augusta, Pestana Buenos Aires, Pestana Caracas, Pestana Curitiba, Pestana Rio Atlântica, Pestana São Paulo, Pestana Casablanca, Pestana Tanger City Center, Pestana Kruger Lodge, Pestana Rovuma, Pestana Tropico, Pestana São Tomé, Pestana Miramar São Tomé, Pestana Equador Ilheu das Rolas, Pestana Alvor Atlântico, Pestana Porches Praia, Pestana Gramacho Residences, Pestana Carvoeiro Golfe AL, Pestana Tróia Eco Resort, Pestana Comporta Village Residences, Pestana Porto Covo Beach, Pestana Valley Nature Village

What are the conditions of the program?

The program has 3 statuses for individual customers: Bronze, Silver and Gold.

Bronze level benefits will be awarded automatically to customers who simply register for the program or who stay 1-3 nights in any PESTANA HOTEL GROUP unit within 1 year.

Silver level benefits will be awarded automatically to customers who stay 4-7 nights, only after checking out of the stay which includes the fourth night, in any PESTANA HOTEL GROUP unit, within a period of 1 year.

Gold level benefits will be automatically awarded to customers staying 8 nights or more, only after check-out of the stay which includes the eighth night, in any PESTANA HOTEL GROUP unit, for a period of 1 year.

All reservations must be made through direct Pestana channels (website, Hotel, Pousada or Contact Center) to be entitled to the benefits of the Pestana Guest Club.

I don’t remember the email I used to register for the programme. What do I do?

If you have the card number with you, you can log in with this information. If you do not have your number available, we advise you to contact Customer Service via www.pestana.com/uk/help-center.

Card
If I don’t have my card number at check-in or during my stay; what do I do?

No problem. Just indicate that you are the cardholder, and we will look up your customer number through your personal data.

Discounts
Member discounts

See here.

Restaurants

You can also enjoy your 10% discount at bars and restaurants in: Pestana Amsterdam Riverside, Pestana Arena Barcelona, Pestana Berlin Tiergarten, Pestana Chelsea Bridge, Pestana Collection Plaza Mayor, Pestana Park Avenue, Pestana Orlando Suites Lake Buena Vista, Pestana Miami South Beach, Pestana Palácio do Freixo, Porto, Pestana Vintage Porto, Pestana Porto - A Brasileira, Pestana Douro Riverside, Pestana Palace Lisboa, Pestana Cidadela Cascais, Pestana Cascais, Pestana Lisboa Vintage, Pestana Sintra Golf, Pestana CR7 Funchal, Pestana CR7 Marrakech, Pestana CR7 Gran Vía Madrid, Pestana CR7 Times Square, Pestana CR7 Lisboa, Pestana Bahia Praia, Pestana Alvor Praia, Pestana Alvor South Beach, Pestana Blue Alvor Beach, Pestana Alvor Park, Pestana Dom João II, Pestana Alvor Beach Villas, Pestana Palm Gardens, Pestana Vila Sol, Vilamoura, Pestana Viking, Pestana Carlton Madeira, Pestana Casino Park, Pestana Casino Studios, Pestana Quinta Perestrello, Pestana Vila Lido, Pestana Royal All Inclusive, Pestana Promenade, Pestana Village, Pestana Miramar, Pestana Grand, Pestana Ocean Bay All Inclusive, Pestana Quinta do Arco, Pestana Porto Santo All Inclusive, Pestana Madeira Beach Club, Pestana Churchill Bay, Pestana Fisherman Village, Pousada Lisboa Praça do Comércio, Pousada Caniçada, Gerês,  Pousada Castelo Alcácer do Sal, Pousada Castelo Estremoz, Pousada Castelo Óbidos, Pousada Castelo Palmela, Pousada Convento Arraiolos, Pousada Convento Beja, Pousada Convento Évora, Pousada Convento Tavira, Pousada Convento Vila Viçosa, Pousada Forte da Horta, Pousada Mosteiro de Amares, Pousada Mosteiro do Crato, Pousada Mosteiro Guimarães, Pousada Palácio Estoi, Pousada Ria, Aveiro, Pousada Palácio de Queluz, Pousada Sagres, Pousada Serra da Estrela, Pousada Viana do Castelo, Pousada Viseu, Pousada do Porto - Rua das Flores, Pousada Vila Real de Santo António, Pousada Vila Óbidos, Pousada Casa Lidador - Óbidos, Pousada Alfama, Pestana Rua Augusta, Pestana Buenos Aires, Pestana Caracas, Pestana Curitiba, Pestana Rio Atlântica, Pestana São Paulo, Pestana Casablanca, Pestana Tanger City Center, Pestana Kruger Lodge, Pestana Rovuma, Pestana Tropico, Pestana São Tomé, Pestana Miramar São Tomé, Pestana Equador Ilheu das Rolas, Pestana Alvor Atlântico, Pestana Porches Praia, Pestana Gramacho Residences, Pestana Carvoeiro Golfe AL, Pestana Tróia Eco Resort, Pestana Comporta Village Residences, Pestana Porto Covo Beach, Pestana Valley Nature Village

Partners
Who are the program partners?
Consult here.
Account Access
Can I make a booking using someone else’s Pestana Guest Club card?

No, bookings must be in the name of the cardholder.

I want to stop receiving promotional campaigns from the Pestana Group. What should I do?

Go to “My Account” to manage your communication preferences.

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