In accordance with our cancellation policy, a reservation at STAY HOTELS is guaranteed until 7 pm on the day of arrival and can be canceled until that time at no extra charge. After 7 pm, the first night's prepayment or credit card details are required as a guarantee. If there is a credit card associated with the reservation, it is guaranteed regardless of the arrival time and in case of cancellation or no-show, the first night without breakfast is charged. When CUSTOMERS report the cancellation of their reservation between 7 pm and 12 am on the day of arrival, they may receive a credit equal to the amount charged for the first night's guarantee, for a period of 30 days, usable at any STAY HOTEL in a new reservation.
For exceptional reasons,considering the current context of mitigating the spread of COVID-19 disease, we inform that, in the period between March 13 and September 30, 2020, regarding cancellations that occur between 7 pm and 12 am of the arrival day, due to the fact of the declaration of a state of emergency decreed in the country of origin or in Portugal, or even with the closure of borders attributable to the outbreak of the COVID-19 disease pandemic, CLIENTS retain the right to that credit of an amount equal to the amount stipulated for the first night, less the breakfast, but it can be used until December 21, 2021, in a new reservation at any STAY HOTEL, and can also be used by CLIENTS as a payment principle, on higher value bookings, according to the availability of the selected STAY HOTEL. If this credit is not used by December 31, 2021, CLIENTS will be entitled to a refund within 14 days.