Pestana Guest Club
Terms and Conditions

1. Nature and Title

1.1. The Pestana Guest Club, hereinafter referred to as the “Programme” or by the acronym “PGC”, is a loyalty programme run by the PESTANA HOTEL GROUP designed to provide benefits to guests staying at its hotels (“member(s)” or “customer(s)”) in Portugal and abroad, namely those listed on the www.pestana.com website as participating in the Loyalty Programme and operating under the trademarks “Pestana Hotels & Resorts”, “Pestana Pousadas de Portugal”, “Pestana Collection Hotels”, "Pestana CR7 Lifestyle Hotels" and “Pestana Residences”. Some franchised establishments might not be participating in the Programme, and as such Members are advised to check whether the Hotel or Pousada they intend to stay at is on the list published in the Programme's FAQ section.

1.2. The PESTANA HOTEL GROUP will define the hotels to be included in this Programme from among those referred to in item 1.1., and may, at any time, change the list of hotels included in the Programme. As such, members should check this list on a regular basis.

1.3. The PGC Programme is open to anyone over the age of 18. Each member will be assigned an identification code and no member may be assigned more than one code. Legal entities may also participate, subject to the establishment of a partnership agreement and each individual indicated by the company in question (usually its employees) will be assigned one identification code. Their participation will be governed by the corporate benefit rules.

1.4. The Programme identification code is personal and non-transferable, and may not be transferred to third parties for any reason whatsoever. It must be provided to any PESTANA HOTEL GROUP establishment at which the member wishes to make use of the respective benefits.

1.5. Members must keep their contact and profile data up to date in the customer area provided for this purpose on the www.pestana.com website. Any member may terminate their membership at any time by informing the PESTANA HOTEL GROUP in writing, preferably by sending a message to (+351) 210 158 100 (standard landline rates apply) or alternatively by filling out our contact form here.

1.6. The offers described in these Terms and Conditions will be valid for members who have a PGC card and who register and book stays through the PESTANA HOTEL GROUP websites, the Contact Centres and/or directly at our Hotels, or through third parties, namely online agencies, tour operators or other intermediaries. When booking stays through third parties, all benefits and offers described in the Terms and Conditions apply, but discounts on stays, as described in item 2.12, a), will not be granted. If a customer identifies themselves as a PGC member at check-in, all other benefits will apply.

1.7. Changes in PGC card level, and the corresponding allocation of benefits, are applied exclusively after check-out from the night or stay that enables the member to reach the minimum number of nights required to upgrade their card level. For example, members must have stayed at our establishments for at least 4 nights to qualify for the Silver level. The upgrade to the Silver level will only occur after check-out from the stay that includes the fourth night. The same process also applies when upgrading to Gold level. A member will be upgraded to a new level only after checking out from the stay that meets the required minimum number of nights. Accordingly, the benefits associated with the new PGC card level will be assigned only after check-out from the required stays, ensuring accurate tracking of completed stays.

1.8. If a customer requests cancellation of their PGC card, their benefits will be forfeited and they will not be able to reactivate the card at a later date, thus they will be required to apply for a new Bronze level card to enjoy the benefits listed in item 2.3.1.

2. Benefits

2.1. The Programme provides members with benefits based on the category of their PGC card. It is published on the www.pestana.com website.

2.2. The new Programme is intended to make it easier for customers to upgrade their level and ensure that its benefits are more advantageous.

2.3. Bronze level benefits will be automatically awarded to customers who register for the programme, or who, over the course of one year, stay between one and three nights’ stay at any PESTANA HOTEL GROUP establishment.

2.3.1. Bronze level benefits include:

10% discount on the stay;
Extra 5% discount on the next stay;
10% discount at restaurants and bars (except for bookings at all-inclusive or half-board hotels); and
A birthday voucher.

2.4. Silver level benefits will be automatically awarded to customers who stay between four and seven nights at any PESTANA HOTEL GROUP establishment over the course of one year. The benefits will be granted only after check-out from the stay that includes the fourth night.

2.4.1. Silver level benefits include:

15% discount on the stay;
Extra 5% discount on the next stay;
10% discount at restaurants and bars (except for bookings at all-inclusive or half-board hotels);
A birthday voucher;
Free room upgrade, subject to availability on the date of stay; and
Participation in the Travel for Change programme, in partnership with Planet Guest, where members can choose an environmental, social or community project to follow and receive updates. Members will receive additional information about ongoing projects in their email.

2.5. Gold level benefits will be automatically awarded to customers who stay eight or more nights at any PESTANA HOTEL GROUP establishment over the course of one year. The benefits will be granted only after check-out from the stay that includes the eighth night.

2.5.1. Gold level benefits include:

15% discount on the stay;
Extra 10% discount on the next stay;
10% discount at restaurants and bars (except for bookings at all-inclusive or half-board hotels);
A birthday voucher;
Free room upgrade, subject to availability on the date of stay; and
Participation in the Travel for Change programme, in partnership with Planet Guest, where members can choose an environmental, social or community project to follow and receive updates. Members will receive additional information about ongoing projects in their email.
Early check-in, subject to availability on the date of stay;
Late check-out, subject to availability on the date of stay;
Waiver of room service fee;
Telephone line with priority customer support; and
Surprise welcome gift, subject to stock availability, may vary by location of stay.

2.6. Corporate level benefits will be granted to individuals indicated by the partner company (usually its employees), via a link that will be sent to them. These levels shall remain valid for the duration of the contract with the partner company, which is for a period of one year and may be subject to renewal.

2.6.1. Corporate level benefits include:

15% discount on the stay;
Extra 5% discount on the next stay;
10% discount at restaurants and bars (except for bookings at all-inclusive or half-board hotels);
A birthday voucher;
Free room upgrade, subject to availability on the date of stay;
Participation in the Travel for Change programme, in partnership with Planet Guest, where members can choose an environmental, social or community project to follow and receive updates. Members will receive additional information about ongoing projects in their email; and
Surprise welcome gift, subject to stock availability, may vary by location of stay.

2.7. Diamond level benefits will be awarded by registration via a link sent to customers who are part of the Pestana Vacation Club or Residences, or by invitation.

2.7.1. Diamond level benefits include:

20% discount on the stay;
Extra 10% discount on the next stay;
10% discount at restaurants and bars (except for bookings at all-inclusive or half-board hotels);
A birthday voucher;
Free room upgrade, subject to availability on the date of stay;
Participation in the Travel for Change programme, in partnership with Planet Guest, where members can choose an environmental, social or community project to follow and receive updates. Members will receive additional information about ongoing projects in their email;
Early check-in, subject to availability on the date of stay;
Late check-out, subject to availability on the date of stay;
Waiver of room service fee;
Telephone line with priority customer support; and
Surprise welcome gift, subject to stock availability, may vary by location of stay.

2.8. The PESTANA HOTEL GROUP reserves the right to change the criteria for awarding benefits on the www.pestana.com website, subject to 10 days’ notice.

2.9. The www.pestana.com website contains additional up-to-date information on the benefits of the Programme.

2.10. The Programme benefits are available solely when the respective Member's number is provided before the corresponding product or service is invoiced.

2.11. The benefits of the Programme do not apply to specific dining promotions and events such as brunches, restaurant weeks, food fairs, group meals for over 10 people and other gastronomic events.

2.12. The conditions for the use of the above discounts and benefits of the Programme are as follows:

a) Discounts on accommodation: apply to the indicated rates, whether on the base price or on the offers published on the PESTANA HOTEL GROUP websites or Contact Centres, for bookings made directly through the PESTANA HOTEL GROUP websites, Contact Centres and/or directly at our Hotels; package rates that include other items are not eligible for the PGC discount. Extra discounts are awarded in the form of a discount code, which is sent by email or SMS, following the member’s most recent stay. To receive such discounts, members must grant the PESTANA HOTEL GROUP permission to send electronic communications. If the member has not already done so, or would like to do so, they should contact us via the contact details in item 7 of these Terms and Conditions so that the aforementioned code can be provided. Each member can take advantage of these discounts up to a maximum of nine rooms, provided payment is made by the member in question and the invoice is issued in his/her name. In the event the PGC member is not mentioned in the reservation and/or the reservation undergoes a name change, the new guest must provide his/her own PGC card in order to benefit from the discount corresponding to his/her own level in the Programme. If the customer does not have a PGC card and chooses not to join the Programme, the difference compared to the rate that would originally have been applied to a non-member will be charged.

b) Discounts in restaurants and bars: these exclude food and drink purchased as room service and do not apply to special packages, namely, bookings at all-inclusive or half-board hotels. Only restaurants managed directly by the PESTANA HOTEL GROUP are included, and non-participating restaurants will not feature any discounts.

c) A birthday voucher: a discount voucher will be awarded and sent to customers holding a PGC card during the month of their birthday. To receive this voucher, members must grant the PESTANA HOTEL GROUP permission to send them electronic communications. If the member has not already done so, or would like to do so, they should contact us via the contact details in item 7 of these Terms and Conditions so that the aforementioned voucher can be provided; This voucher is only valid for new bookings and cannot be used for bookings made previously;

d) Early check-in: a benefit which provides access to the room prior to the check-in time, subject to availability check by the hotel on the date of stay.

e) Late check-out: a benefit which provides the opportunity to leave the room after the check-out time, subject to availability check by the hotel on the date of stay.

f) Free room upgrade: this benefit is a free room category upgrade, subject to availability on the date of stay.

g) Participation in the “Travel for Change” programme: in this partnership with Planet Guest, members can choose an environmental, social or community project to follow and receive updates. The theme of each project may vary depending on the year in question. Members will receive additional information about ongoing projects in their email.

h) Waiver of room service fee: exemption from the service charge applied to room service orders, with prices corresponding to those listed in the hotel’s room service menu, which may differ from the restaurant and bar menus.

i) Telephone line with priority customer support: with this benefit, telephone calls from members are prioritised within the customer support queue, thereby reducing waiting times for members. This contact line is available in the customer area provided for this purpose on the website.

j) Surprise welcome gift: usually consisting of a sweet or savoury treat or a welcome drink, subject to stock availability, and may vary depending on the location of the stay.

3. Conditions of use for Benefits

3.1. In order to make bookings and use the benefits of the Programme, members must identify themselves and state their respective code.

3.2. The benefits granted under the PGC scheme are not compatible and may not be combined with other PESTANA HOTEL GROUP Loyalty Programmes unless otherwise stated. These benefits cannot be used in combination with PESTANA HOTEL GROUP vouchers or Pestana Vacation Club benefits (including GOLD FB 10% card).

3.3. The PESTANA HOTEL GROUP reserves the right to refuse a booking within the scope of the Programme if insufficient information is provided.

3.4. Employees will cease to receive the benefits granted to Corporate members as soon as they leave the partner company through which they obtained the respective card, or one year after the card is issued, if it is not renewed.

3.5. Individual member loyalty cards have no expiry date, however, the validity of the tier level (bronze, silver, gold, corporate or diamond) is one year.

3.6. Members can view their membership level and benefits in the customer area at www.pestana.com. Any member can access their balance by logging in with their PGC number or the email associated with their card, and entering their password.

3.7. Notifications related exclusively to the Programme are sent to members from time to time through existing communication channels, namely promotions, special offers and other equally relevant communications for the purposes of the PGC, which may be general in nature or adapted to members' profiles, with the aim of keeping them informed about the offers available to them.

4. Cancellations and changes to the Programme

4.1. The PESTANA HOTEL GROUP reserves the right to cancel or change the conditions of the Programme, in whole or in part, at any point, undertaking to do its utmost to inform Programme members promptly about the content of any changes and the date when they will take effect.

4.2. The PESTANA HOTEL GROUP also reserves the right to impose specific rules for this Programme, depending on the country or another geographic area where this applies.

4.3. The PESTANA HOTEL GROUP will publish all the aforementioned situations involving cancellations or changes on the PGC website, reason for which members should refer to it on a regular basis.

4.4. The PESTANA HOTEL GROUP reserves the right to cancel the PGC membership of any member who makes improper use of their benefits.

4.5. In the event a hotel ceases to participate in this Programme, it will no longer be possible to use benefits granted through the PGC programme, with no need for the prior notification of members.

4.6. Members who wish to cancel their PGC card may do so by writing an email stating their intention and sending it to the following emailaddress: guest.club@pestana.com.

5. Errors and Complaints

5.1. The PESTANA HOTEL GROUP will not be held liable for lost correspondence or postal delays and reserves the customer's right to change their rates, to more favourable ones, provided that such an option is stipulated in the Terms and Conditions of their previous booking, as well as the right to alter the descriptions or promotional material sent to members.

5.2. Any complaint from Programme members regarding the enjoyment of benefits should be submitted to the respective hotel or the specific area on the www.pestana.com website, attaching the invoice for the stay or any other documentation supporting the complaint.

5.3. The deadline for the submission of complaints regarding the benefits granted is six months from the date of the stay, after which the respective right will no longer apply.

5.4. Complaints may also be registered in the Electronic Complaints Book by clicking here.

6. Data Privacy and Applicable Law

6.1. The data collected will be processed by Pestana Management - Serviços de Gestão S.A., a limited company headquartered at Rua Jau, n.º 54, 1300-314 Lisbon, registered with the Commercial Registry Office of Lisbon and the Corporate Taxpayer Registry under the single number 511230397 and by Intervisa - Viagens e Turismo Unipessoal, Lda., headquartered at Rua Jau, n.º 54, 1300-314 Lisbon, registered with the Commercial Registry Office of Lisbon and the Corporate Taxpayer Registry under the single number 502669152, as the joint controllers of your personal data or, in specific situations, as subcontractors of other companies from the corporate group to which they belong.

6.2. Members’ personal data will be kept for a period of 10 years, calculated from the date of their last interaction with the PESTANA HOTEL GROUP.

6.3. Members' personal data will be processed for the purposes of managing the loyalty system and participation in the Programme, namely, to grant and manage benefits, as well as to send communications about the Programme through the various means of contact available, as described in item 3.8 of these Terms and Conditions.

6.4. For the purpose of receiving communications related to the Programme, as described in item 3.8 of these Terms and Conditions, please note that when subscribing to the Programme, the communications will be sent via all channels available to the PESTANA HOTEL GROUP. However, members may, at any time and free of charge, access the “My Account” area on this website, where they can change the notification settings under the “MY PROFILE” option. Members can manage their notification preferences on this page, more specifically the channel through which they wish to receive notifications related to the Programme, as well as to stop receiving such notifications.

6.5. In this regard, members' personal data will be processed for the purposes of pre-contractual procedures at their request, for the execution of the contract entered into through the acceptance of these Terms and Conditions, as well as to comply with the legitimate interests of the data controller entities.

6.6. Members' personal data may, within the scope of this Programme, be disclosed to other PESTANA HOTEL GROUP companies in order to enable them to enjoy the benefits associated with the card.

6.7. Members may exercise their rights of access, rectification, deletion, opposition, limitation and portability by accessing the platform available at https://pestanahotelgroup.atlassian.net/servicedesk/customer/portal/5 or by sending an e-mail to dpo@pestana.com. Moreover, communication preferences can be managed through the Customer Area page, available for this purpose, under “COMMUNICATION SETTINGS”.

6.8. Members may, at any time and free of charge, access and/or change their personal data and notification preferences in their Customer Area.

6.9. Members may submit their complaints to the Comissão Nacional de Protecção de Dados (Portugal’s National Data Protection Commission), located on Av. D. Carlos I, 134 - 1º, 1200-651 Lisbon or using the e-mail address geral@cnpd.pt .

6.10. Reading these terms and conditions does not waive the reading of the Privacy Policy available at www.pestana.com.

7. Contacts

7.1. Any notifications, communications and complaints relating to the PGC card or its benefits should preferably be made through the contact form available here.

7.2. The PESTANA HOTEL GROUP also has a general contact number: (+351) 210 158 100 (standard landline rates apply) for any additional questions.

8. Jurisdiction

Without prejudice to any applicable mandatory legal provisions, these Terms and Conditions shall be governed by and construed in accordance with Portuguese Law. Customers acknowledge and accept that the Judicial Court of the District of Lisbon has express jurisdiction to hear any claim arising from and/or relating to these Terms and Conditions, expressly waiving any other.

9. General Provisions

9.1. If any provision of these Terms and Conditions is found to be null, voidable, unenforceable, ineffective or otherwise invalid by any competent authority, namely a court of competent jurisdiction, the invalidity of any such provision shall not affect the validity of the remaining provisions of these Terms and Conditions, which shall remain in full force and effect.

9.2. In the event any provision is deemed invalid as described in the previous paragraph, these Terms and Conditions shall, to the extent permitted by law, be construed so as to give effect, as far as possible, to the original intent (even with the invalidated provision).

Last modified: 05/06/2025