FAQ
Booking / Check-in
• What is the check-in time?
You can check-in at any STAY HOTEL from 4 pm. If you need an early check-in, please 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 enter the details of a valid credit card, but the amount of the stay will only be debited at check-in. We accept payments in cash 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 Guarantee Policy, so if you find a lower price for the same reservation in any distribution channel, we'll match the price and even offer you a 5% discount . You can consult all the detailed information here .
• How can I modify or cancel my reservation?
If your booking was made on our website, you can manage it using the "Editing Booking" 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 guests with reduced accessibility. The reservation will always depend on availability, so you should contact the hotel team via phone or email. You can access the contacts of all STAY HOTELS here .
Hotel Life
• What time is breakfast served?
The STAY breakfast is served in a buffet format between 06:30 and 12:00 (with the exception of hotels located close to the airport, when hours are from 04:00 to 12:00). This service has a cost of €9.50 per person at all STAY HOTELS, with the exception of GRANDE HOTEL PARIS by STAY HOTELS which costs €14.00 (in case of requesting room service, this is subject to an additional fee ). Discover 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. See the full Charter here .
• Do the hotels have 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 at no additional cost.
• What foster care products are available?
The following welcome products are available free of charge: cap, shampoo/shower gel, soap, toiletry bag, laundry bag and welcome kit with bottle of water, instant coffee, black tea and chamomile tea bags. You can additionally request: dental kit, shaving kit, sewing kit, sponge for shoes, shoehorn, cotton pads, nail file, earplugs, surgical masks, disinfectant gel and bedroom slippers. You must confirm the price list with the hotel team or through the QR Code available in the room.
• Do the hotels have parking facilities?
Some of our units have indoor/outdoor parking. You must confirm availability and respective price list with the Hotel Team.
• Do the hotels have meeting rooms available?
Some of our units have meeting rooms, fully equipped for your business meetings. You must confirm availability and respective price list with the Hotel Team. Coffee break optional.
• Do the hotels offer a laundry service?
We have laundry service and sewing service. If you are interested in using it, you should place the clothes in the laundry bag that is inside the wardrobe, in the bedroom, and deliver it to reception, where you must fill in the respective form. You must confirm the price list with the hotel team or through the QR Code available in the room.
• Can I store my bag at the hotel?
All STAY HOTELS have a luggage room, where we can keep your bags free of charge.
• Are pets allowed?
Pets are not allowed at STAY HOTELS.
• What is the STAY HOTELS children's policy?
Children up to 3 years old can stay for free at the hotel, using the existing bed(s) in the room . The hotels do not have extra beds. If you need a crib, please contact our Team (subject to availability).
• Is smoking allowed in the hotel/room?
The rooms and other 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 the hotels offer activities?
Experience a new concept of urban mobility, enjoying our fun bicycle for free. Find out about the conditions of use at reception and explore your destination in a healthy and ecological way.
• Can I request a taxi at the hotel?
You can request a taxi at any time by contacting our Team.
• Is reception always open?
Our hotels are open 24 hours a day, so you can always find our team at reception.
Check-out
• What is the check-out time?
You can check-out at any STAY HOTEL until 12:00. If you need to perform a late check-out, you must contact our Team. If available, the service has an additional cost of €15.00.
• How does Lost and Found work?
After your departure, any items left in the room (except underwear) are stored at the hotel for 1 year. If you have left any personal belongings 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 current Campaigns?
Consult all current Promotions and Campaigns here . We also offer exclusive benefits to a vast network of partners, available at www.stayhotels.pt/parceiros . Talk to us and confirm your reservation at the best price.
• If my booking is for business, will I be able to enjoy a discount?
The STAY CORPORATE program, applicable exclusively to bookings made through the website, offers two associated levels of 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 credit payment (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 when booking, and request the invoice in the name of the company.
COVID-19
• What measures were implemented in the face of the COVID-19 outbreak?
STAY HOTELS defined a set of practices to be implemented in the face of the COVID-19 pandemic situation, in order to prevent the spread of the disease and create clean and safe spaces. The objective is to respond to the recommendations of official entities - such as the Directorate-General for Health and the World Health Organization -, allowing employees and customers to live in harmony in our hotels. All STAY HOTELS assume the "Clean & Safe" seal of Turismo de Portugal and the European Seal of COVID-19 Security , created by the European Committee for Standardization in partnership with the European Commission . Learn more here .