FAQ

Reservation / Check-in

What is the check-in time?

You can check in at any STAY HOTEL starting at 4 p.m. If you need to check in early, you should contact our Team. If available, the service has an additional cost of € 15.00.

What payment methods are available?

When booking directly on our website, you will need to provide your valid credit card details, but the amount of the stay will only be debited upon check-in. We accept cash payments or the following payment cards: VISA, MasterCard, Maestro and American Express.

When booking with STAY HOTELS, do I always have access to the best prices?

STAY HOTELS has defined a Best Price Guaranteed Policy, so if you find a lower price for equal booking in any distribution channel, we match the price and still offer you a 5% discount. You can consult all the detailed information here.

How can I modify or cancel my reservation?

If your reservation has been made on our website, you can manage it through the "Edit Reservation" option found at the bottom of the hotel page. You can also consult our Cancellation Policy here.

Can I request a room adapted for people with reduced accessibility?

All STAY HOTELS have room(s) prepared to receive customers with reduced accessibility. The reservation will always be dependent on availability, so you must contact the hotel Team via phone or email. You can access the contacts of all STAY HOTELS here.


Life at the Hotel

What time is breakfast served?

Our buffet breakfast is served between 6.30 am and 12 pm (with the exception of hotels located near the airport, where the serving hours are from 4 am to 12 pm). This service costs € 9.00 per person (in case you request room service, it has and additional fee). Get to know the offer here.

Do the hotels have a Bar?

All STAY HOTELS have a JUST DELICIOUS service (Bar & Snacks), 24 hours a day. The offer includes Soups, Salads, Snacks, other light meals and drinks. Check the Menu here.

Do hotels offer Internet access?

Connect without limits in all areas of our hotels with the free Wi-Fi network. We also have a Business Corner, where you can access the desktop without any additional cost.

What amenities are available?

The following free welcome products are available: cap, shampoo / shower gel, soap, hygienic bag, laundry bag and welcome kit with bottle of water, instant coffee, sachets of black tea and chamomile. You can additionally request dental kit, shaving kit, sewing kit, shoe sponge, shoehorn, cotton pads, nail file, ear plugs, surgical masks, disinfectant gel and slippers. You must confirm the price list with the hotel Team or through the QR Code available in the room.

Do the hotels have a car park?

Some of our hotels have indoor / outdoor parking. You must confirm availability and the respective price list with the Hotel Team.

Do the hotels offer meeting rooms?

Some of our hotels have meeting rooms, fully equipped for your business meetings. You must confirm availability and the respective price list with the Hotel Team. Optional coffee break.

Do the hotels offer a laundry service?

Laundry and sewing services are available. If you are interested in using it, you should put the clothes in the laundry bag that is inside the wardrobe, in the bedroom, and deliver it to the reception, where you must fill out the form. You must confirm the price list with the hotel Team or through the QR Code available in the room.

Can I store my suitcase at the hotel?

All STAY HOTELS offer a luggage room, where we store your bags free of charge.

Are pets allowed?

At STAY HOTELS pets are not allowed.

What is the STAY HOTELS children's policy?

Children up to 12 years old can stay free of charge at the hotel, using the bed(s) already in the room. The hotels do not have extra beds. If you need a baby cot, please contact our Team (subject to availability).

Is smoking allowed in the hotel / room?

The rooms and the remaining internal areas of the STAY HOTELS are non-smoking areas, so please do not smoke in these spaces. If you wish to do so, you can use your room's balcony (if applicable) or the hotel entrance. You can also consult our Team to find out if there are other areas reserved for smokers in the hotel.

Do hotels offer activities?

Experience a new concept of urban mobility, enjoying our fun bike for free. Find out about the conditions of use at the reception and explore your destination in a healthy and ecological way.

Can I order a taxi at the hotel?

You can order a taxi at any time by contacting our Team.

Is the reception always open?

Our hotels are open 24 hours a day, so you can always find our Team at the reception.


Check-out

What is the check-out time?

You can check out at any STAY HOTEL until 12 p.m. If you need to do late check-out you must contact our Team. If available, the service has an additional cost of € 15.00.

How do Lost & Found work?

After your departure, any items left in the room (except underwear) are kept in the hotel for 1 year. If you have left any personal property at the hotel, please contact our team via email. You can access the contacts of all STAY HOTELS here.


Campaigns & Promotions

How can I access the current Campaigns?

Check all the Promotions and Campaigns here. We also offer exclusive benefits to a wide network of partners, available at www.stayhotels.pt/en/partners. Talk to us and confirm your reservation at the best price.

If my reservation is for business, can I enjoy a discount?

STAY CORPORATE program, applicable exclusively to reservations through the website, offers two levels of associated benefits: GREAT CORPORATE, offers 10% discount on the value of the stay; and JUST CORPORATE, which grants a 5% discount on the reservation and also the possibility of paying on credit (30 days). To access the program, simply request the promotional code via email   staycorporate@stayhotels.pt or at the reception of each hotel, enter it on the website at the time of booking, and request the invoice in the name of the company.


COVID-19

What measures have been implemented in the face of COVID-19 outbreak?

STAY HOTELS has defined a set of practices to be implemented due to the COVID-19 pandemic situation, in order to prevent the disease from spreading and to create clean and safe spaces. The objective is to address the recommendations made by official entities, such as the Directorate-General for Health and the World Health Organization, thus allowing a healthy interaction between employees and guests in our hotels. All STAY HOTELS exhibit the "Clean & Safe" seal awarded by Turismo de Portugal and the European Tourism Covid-19 Security Seal, created by the European Committee for Standardization (CEN) in partnership with the European Commission. Find out more here.