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.

Woman having breakfast on the terrace of a restaurant with an ocean view, at a seaside hotel

Pestana Vouchers

Conditions Voucher Gourmet

General Terms and Conditions of Use

• One meal for two guests with a select menu

• Includes a starter, main course, dessert, coffee and the Chef’s special dish

• Beverages not included

• Some restaurants may offer a buffet only

• Valid for 12 months from the date of your purchase

• PRE-BOOKING is mandatory

• More than 50 restaurants at Pousadas de Portugal and Pestana Hotels in Portugal

When can I use the Voucher?

Any day of the year except 24th, 25th, 31st December and Easter Sunday.

Where can I use the Voucher?

PESTANA COLLECTION HOTELS
NORTH: Pestana Palácio do Freixo
LISBON: Pestana Palace Lisboa – Allegro Bar | Pestana Cidadela Cascais – Taberna da Praça and Maris Stella

PESTANA CR7 HOTELS
LISBON: Pestana CR7 Lisboa
MADEIRA: Pestana CR7 Funchal

How do I obtain my Voucher once I have paid?

You can receive your Voucher either in digital or physical format. Just select one of the options at the time of your purchase at pestana.com. Digital Vouchers are sent to the email address provided immediately. If you opt for a physical Voucher, it will be delivered free of charge within 72 hours. You can also buy them at any Pousada de Portugal or Pestana Hotel in Portugal.

Payments made through an ATM can take up to 48 hours to be processed (working days). If you pay through an ATM at the weekend, payment confirmation will only be processed on the first subsequent working day, meaning your Voucher will only be sent after this date. There are no deliveries at weekends.

How do I book a stay?

You MUST PRE-BOOK if you wish to use a Voucher.

You should contact the Pousada de Portugal or the Pestana Hotel in Portugal to check availability and then proceed with your booking. When booking, check whether the option is a select menu or a buffet to ensure that the booking is in accordance with your expectations. The booking code can be found next to the barcode on the back of the box.

You MUST hand over the voucher at the time of use.

How long are Vouchers valid for? Can they be extended?

Your Voucher is valid for 12 months and cannot be extended. It will be cancelled automatically once the expiry date has passed.

Can I exchange or return my Voucher after I have completed my purchase?

Vouchers cannot be exchanged or returned once redeemed. You can exchange your Voucher up to 30 days before it expires. The amount of the exchange must be greater than the amount of the original purchase upon presentation of your invoice, and it will be processed at the amount of the initial cost of the Voucher. We do not exchange Vouchers purchased at retail outlets. Vouchers cannot be exchanged for cash or for any product or service other than that purchased. You can return Vouchers up to 15 days after the date of your purchase.

How can I request a copy of my voucher?

We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

I made a booking, but didn’t use the voucher. Is it possible to link the voucher to my booking at check-in?

When you check in, the booking should allow you to use the voucher. We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

Is the tourist tax included in bookings with vouchers?

No, the tourist tax must be paid at check-in.

Can I use my Pestana Guest Club points to purchase vouchers?

No, points can only be used for bookings.

I have a company and I want to purchase several vouchers. What should I do?

We have special terms and conditions for companies; please contact us at vouchers@pestana.com

Conditions Voucher Premium Check-in

General Terms and Conditions of Use

• A one or two-night stay for two guests in a Standard room with breakfast included
• The Voucher entitles you to a one-night stay at Pestana Pousadas de Portugal for the selected dates and Pousadas
• Vouchers can be used for a discount at Pestana Hotels in Portugal
• Only one Voucher can be used per booking and it may not combined with other discounts or promotions in force
• Valid for 12 months from the date of your purchase
• PRE-BOOKING is mandatory
• Available for use at more than 60 Pousadas de Portugal and Pestana Hotel Group hotels in Portugal

Where can I use Vouchers for one or two nights?

PESTANA POUSADAS DE PORTUGAL

Where can I use Vouchers for a discount?

PESTANA POUSADAS DE PORTUGAL
NORTH: Pousada Porto - Rua das Flores
LISBON: Pousada Lisboa | Pousada Alfama | Pousada Castelo Óbidos
ALENTEJO: Pousada Convento Évora
ALGARVE: Pousada Palácio Estoi | Pousada Convento Tavira

PESTANA COLLECTION HOTELS
NORTH: Pestana Palácio do Freixo
LISBON: Pestana Palace Lisboa | Pestana Cidadela Cascais

PESTANA CR7 HOTELS
LISBON: Pestana CR7 Lisboa
MADEIRA: Pestana CR7 Funchal

What does using a Voucher for a discount mean?

At times, or at Pousadas and hotels where Vouchers cannot be used for a one-night stay, the face value of the Voucher can be deducted from the amount of the flexible rate in force. When booking, the amount to be paid will automatically appear once the value of the Voucher has been deducted. Vouchers cannot be used for a discount on promotional rates.

How do I obtain my Voucher once I have paid?

How do I book a stay?

In order to use your Voucher/Gift Card, it is MANDATORY to make a PRE-RESERVATION.

At the moment it is not possible to make a reservation through pestana.com, please go to the Help Center page and contact us by email, phone or chat. Our Customer Service team will follow up your reservation request as soon as possible.

You MUST hand in your voucher at check-in. If you do not, your stay will be charged at the rate available on pestana.com.

Can I use a Voucher to book for more than two guests?

Each Voucher is valid for a one-night stay in a Classic room for two guests. For more than two guests and up to two nights, the Voucher will be valid for a discount on any type of room, subject to availability.

Can I cancel a booking made with a Voucher?

Bookings can be cancelled up to 48 hours before check-in. There is no limit on cancellations within the 12-month validity period. If you do not ask us to cancel your booking up to 48 hours before check-in and you fail to show up, your Voucher will be considered as used.

Can I make a booking while the Voucher is valid and stay at the Pousada/Hotel after the 12-month period?

No. You need to check out within the 12-month validity period, after which your Voucher will have expired.

Am I entitled to an extra bed?

Vouchers are valid for two guests in a Standard room. If you intend to book for more people, including children, your Voucher will be valid to obtain a discount.

How long are Vouchers valid for? Can they be extended?

Your Voucher is valid for 12 months and cannot be extended. It will be cancelled automatically once the expiry date has passed.

Can I exchange or return my Voucher after I have completed my purchase?

How can I request a copy of my voucher?

We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

I made a booking, but didn’t use the voucher. Is it possible to link the voucher to my booking at check-in?

Is the tourist tax included in bookings with vouchers?

No, the tourist tax must be paid at check-in.

Can I use my Pestana Guest Club points to purchase vouchers?

No, points can only be used for bookings.

I have a company and I want to purchase several vouchers. What should I do?

We have special terms and conditions for companies; please contact us at vouchers@pestana.com

Conditions Voucher Luxury

General Terms and Conditions of Use

• A one or two-night stay for two guests in a Standard room with breakfast included
• Valid for a one-night stay at Pestana Pousadas de Portugal and Pestana Collection Hotels on the dates and Pousadas and Hotels selected
• Vouchers can be used for a discount at Pestana Hotels in Portugal
• Only one Voucher can be used per booking and it may not combined with other discounts or promotions in force
• Valid for 12 months from the date of your purchase
• PRE-BOOKING is mandatory
• Available for use at more than 60 Pousadas de Portugal and Pestana Hotel Group hotels in Portugal

Where can I use a Voucher for a one-night stay?

ONE or TWO NIGHTS

ONE NIGHT

PESTANA POUSADAS DE PORTUGAL
NORTH: Pousada Porto – Rua das Flores
LISBON: Pousada Lisboa | Pousada Alfama | Pousada Castelo Óbidos
ALENTEJO: Pousada Convento Évora
ALGARVE: Pousada Palácio Estoi | Pousada Convento Tavira

PESTANA COLLECTION HOTELS
NORTH: Pestana Palácio do Freixo | Pestana Vintage Porto
LISBON: Pestana Palace Lisboa | Pestana Cidadela Cascais

Where can I use Vouchers for a discount?

PESTANA COLLECTION HOTELS
NORTH: Pestana Palácio do Freixo
LISBON: Pestana Palace Lisboa | Pestana Cidadela Cascais

PESTANA CR7 HOTELS
LISBON: Pestana CR7 Lisboa
MADEIRA: Pestana CR7 Funchal

What does using a Voucher for a discount mean?

At times, or at Pousadas and Hotels where Vouchers cannot be used for a one-night stay, the face value of the Voucher can be deducted from the amount of the flexible rate in force. When booking, the amount to be paid will automatically appear once the value of the Voucher has been deducted. Vouchers cannot be used for a discount on promotional rates.

How do I obtain my Voucher once I have paid?

How do I book a stay?

In order to use your Voucher/Gift Card, it is MANDATORY to make a PRE-RESERVATION.

You MUST hand in your voucher at check-in. If you do not, your stay will be charged at the rate available on pestana.com.

Can I use a Voucher to book for more than two guests?

Each Voucher is valid for a one-night stay in a Classic room for two guests. In the case of more than two guests and up to two nights, the Voucher will be valid for a discount on any type of room, subject to availability.

Can I cancel a booking made with a Voucher?

Can I make a booking while the Voucher is valid and stay at the Pousada/Hotel after the 12-month period?

No. You need to check out within the 12-month validity period, after which your Voucher will have expired.

Am I entitled to an extra bed?

Vouchers are valid for two guests in a Standard room. If the guest intends to book for more people, including children, the Voucher will be valid to obtain a discount.

How long are Vouchers valid for? Can they be extended?

Your Voucher is valid for 12 months and cannot be extended. It will be cancelled automatically once the expiry date has passed.

Can I exchange or return my Voucher after I have completed my purchase?

How can I request a copy of my voucher?

We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

I made a booking, but didn’t use the voucher. Is it possible to link the voucher to my booking at check-in?

Is the tourist tax included in bookings with vouchers?

No, the tourist tax must be paid at check-in.

Can I use my Pestana Guest Club points to purchase vouchers?

No, points can only be used for bookings.

I have a company and I want to purchase several vouchers. What should I do?

We have special terms and conditions for companies; please contact us at vouchers@pestana.com

Conditions Voucher Gold

General Terms and Conditions of Use

• One night stay for two guests in a SUITE with breakfast included and VIP treatment
• There are no date restrictions, with the exception of 31 December, when Vouchers are only valid for a discount
• Suites may not be available for booking at some Hotels and Pousadas de Portugal within the scope of this offer. Alternatively, use your Voucher for any other type of room available at the time of booking
• Vouchers can also be used for a discount on bookings for more than two people, for a one-night stay in any type of room, subject to availability
• Only one Voucher can be used per booking and it may not combined with other discounts or promotions in force
• Valid for 12 months from the date of your purchase
• PRE-BOOKING is mandatory
• Available for use at more than 60 Pousadas de Portugal and Pestana Hotel Group hotels in Portugal

Where can I use them?

PESTANA COLLECTION HOTELS
NORTH: Pestana Palácio do Freixo | Pestana Vintage Porto
LISBON: Pestana Palace Lisboa | Pestana Cidadela Cascais

PESTANA CR7 HOTELS
LISBON: Pestana CR7 Lisboa
MADEIRA: Pestana CR7 Funchal

What does using a Voucher for a discount mean?

How do I obtain my Voucher once I have paid?

How do I book a stay?

In order to use your Voucher/Gift Card, it is MANDATORY to make a PRE-RESERVATION.

You MUST hand in your voucher at check-in. If you do not, your stay will be charged at the rate available on pestana.com.

Can I use a Voucher to book for more than two guests?

Your Voucher is valid for a one-night stay for two guests in a Suite. If you intend to make a booking for more than two guests for one night, you can use the Voucher for a discount on any type of room, subject to availability.

Can I cancel a booking made with a Voucher?

Can I make a booking while the Voucher is valid and stay at the Pousada/Hotel after the 12-month period?

No. You need to check out within the 12-month validity period, after which your Voucher will have expired.

Am I entitled to an extra bed?

Your Voucher is valid for two guests in a SUITE. If you intend to book for more people, including children, your Voucher will be valid to obtain a discount.

How long are Vouchers valid for? Can they be extended?

Your Voucher is valid for 12 months and cannot be extended. It will be cancelled automatically once the expiry date has passed.

Can I exchange or return my Voucher after I have completed my purchase?

How can I request a copy of my voucher?

We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

I made a booking, but didn’t use the voucher. Is it possible to link the voucher to my booking at check-in?

Is the tourist tax included in bookings with vouchers?

No, the tourist tax must be paid at check-in.

Can I use my Pestana Guest Club points to purchase vouchers?

No, points can only be used for bookings.

I have a company and I want to purchase several vouchers. What should I do?

We have special terms and conditions for companies; please contact us at vouchers@pestana.com

Conditions Gift Card

General Terms and Conditions of Use

• When booking, the amount of the Gift Card will be deducted from the final price of the best rate at pestana.com (with the exception of prepaid rates)
• If the amount of the Gift Card is greater than the total amount of the booking, the difference will not be refunded and the remaining amount cannot be used in other services
• Gift Cards can be used at All-inclusive Hotels or for Half-board rates if the amount of the accommodation is greater than the amount of the Gift Card
• You can only use one Gift Card per booking and they cannot be combined with other discounts or promotions in force
• Valid for 12 months from the date of your purchase
• PRE-BOOKING is mandatory
• Available for use at more than 60 Pousadas de Portugal and Pestana Hotels in Portugal

Where can I use them?

PESTANA COLLECTION HOTELS
NORTH: Pestana Palácio do Freixo | Pestana Vintage Porto
LISBON: Pestana Palace Lisboa | Pestana Cidadela Cascais

PESTANA CR7 HOTELS
LISBON: Pestana CR7 Lisboa
MADEIRA: Pestana CR7 Funchal

How do I obtain my Gift Card once I have paid?

Payments made through an ATM can take up to 48 hours to be processed (working days). If you pay through an ATM at the weekend, payment confirmation will only reach us on the first subsequent business day, meaning your Voucher will only be sent after this date. There are no deliveries at weekends.

€30 and €80 Gift Cards are only available in digital format.

How do I book a stay?

In order to use your Voucher/Gift Card, it is MANDATORY to make a PRE-RESERVATION.

You MUST hand in your voucher at check-in. If you do not, your stay will be charged at the rate available on pestana.com.

Can I cancel a booking made with a Gift Card?

If you cancel the booking, you will not be able to use the Gift Card again; however, you can change the dates for the same Hotel or Pousada de Portugal during the 12-month validity period.

Can I make a booking while the Gift Card is valid and stay at the Pousada/Hotel after the 12-month period?

No. You need to check out within the 12-month period, after which your Gift Card will have expired.

How long are Gift Cards valid for? Can they be extended?

Your Gift Card is valid for 12 months and cannot be extended. It will be cancelled automatically once the expiry date has passed.

If I have already made a booking, will I be able to use a Gift Card for this booking at a later date?

No. To use a Gift Card, insert the code in the field provided when booking. If you have already made a booking and want to use a Gift Card for said booking, you will need to cancel the initial booking and rebook. Please note that in this situation the prices may have already changed.

Can I exchange or return my Gift Card after I have paid?

Gift Cards cannot be exchanged or returned once redeemed. You can exchange your Gift Card up to 30 days before it expires. The amount of the exchange must be greater than the amount of the original purchase upon presentation of your invoice, and it will be processed at the amount of the initial cost of the Gift Card. We do not exchange Gift Cards purchased at retail outlets. Gift Cards cannot be exchanged for cash or for any product or service other than that purchased. You can return Gift Cards up to 15 days after the date of your purchase.

How can I request a copy of my gift card?

We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

I made a booking, but didn’t use the Gift Card. Is it possible to link the Gift Card to my booking at check-in?

When you check in, the booking should allow you to use the gift card. We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).

Is the tourist tax included in bookings with Gift Cards?

No, the tourist tax must be paid at check-in.

Can I use my Pestana Guest Club points to purchase Gift Cards?

No, points can only be used for bookings.

I have a company and I want to purchase several gift cards. What should I do?

We have special terms and conditions for companies; please contact us at vouchers@pestana.com

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