FAQ

Reservation / Check-in

• What is the check-in time?

You can check in at any STAY HOTEL from 4:00 p.m. If you need to check in early, please contact our team. If there is availability, this service has an additional cost of €15.00.

• What payment methods are available?

We accept various forms of payment: payment at the hotel (flexible rate), 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 booking on any distribution channel, we will match the price and also give you a 5% discount . You can check all the detailed information here .

• How can I modify or cancel my reservation?

If your reservation was 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 guests with reduced accessibility. Reservations will always be subject to availability, so please contact the hotel team by phone or email. You can access the contact details of all STAY HOTELS here .

Hotel Life

• What time is breakfast served?

STAY breakfast is served buffet style between 6:30 am and 12:00 pm (except for hotels located near the airport, where breakfast is served from 4:00 am to 12:00 pm). This service costs €12.50 per person in all STAY HOTELS, except for GRANDE HOTEL PARIS by STAY HOTELS, which costs €15.00 (if room service is requested, an additional charge will apply).

• Do the hotels have a bar?

All STAY HOTELS offer a JUST DELICIOUS (Bar & Snacks) service, 24 hours a day. The offer includes soups, salads, snacks, other light meals and drinks.

• Are the rooms cleaned daily?

To have your room cleaned, you must place the JUST CLEAN pendant on the outside door handle of your room. If you do not indicate your preference, your room will only be cleaned after three days of your stay, or after you check out.

• Can the customer choose not to have daily cleaning ?

Yes. If you prefer, the room will not be cleaned during your stay. To do this, you must place the JUST RESTING pendant on the outside door handle of the room.

• Do hotels provide Internet access?

Stay connected without limits in all areas of our hotels with free Wi-Fi. We also have a Business Corner, where you can access your desktop at no additional cost.

• What reception products are available?

The following complimentary welcome products are available: shower cap, shampoo/shower gel, soap, toiletry bag, laundry bag and welcome kit with bottle of water and black and chamomile tea bags. You can also request: dental kit, shaving kit, sewing kit, shoe sponge, shoehorn, cotton pads, nail file, ear plugs, surgical masks, hairbrush, blindfold, conditioner, body cream and slippers. You should confirm the price list with the hotel team or by scanning the QR Code available in the room.

• Do the hotels provide parking?

Some of our units have indoor/outdoor parking. Please confirm availability and price list with the Hotel Team.

• Do hotels provide meeting rooms?

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

• Do hotels offer laundry services?

We offer a laundry and sewing service. If you are interested in using this service, you should place your clothes in the laundry bag located in the wardrobe in your room and take it to reception, where you should fill out the corresponding form. You should confirm the price list with the hotel team or by scanning the QR Code available in your room.

• Can I store my luggage at the hotel?

All STAY HOTELS have a luggage room where we can store your bags free of charge.

• Are pets allowed?

Pets are not allowed at STAY HOTELS.

• What is STAY HOTELS's children's policy?

Children up to 3 years old can stay free of charge at the hotel, using the existing bed(s) in the room . The hotels do not have extra beds available. If you require a cot, please contact our team (subject to availability).

• Is smoking allowed in the hotel/room?

The rooms and other indoor areas of STAY HOTELS are non-smoking areas, so please do not smoke in these spaces. If you wish to do so, you may use the balcony of your room (if applicable) or the hotel entrance. You can also ask 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 in urban mobility by using our fun bikes for free. Ask about the terms and conditions at reception and explore your destination in a healthy and ecological way.

• Can I order a taxi from 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.

Checkout

• What is the check-out time?

You can check out of any STAY HOTEL until 12:00. If you need to check out late, please contact our team. If there is availability, this service has an additional cost of €15.00.

• How does Lost and Found work?

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

Campaigns & Promotions

• How can I access current Campaigns?

Check out all current promotions and campaigns here . We also offer exclusive benefits to a wide network of partners, available at www.stayhotels.pt/parceiros . Contact us and confirm your reservation at the best price.

• If my booking is for business purposes, can I benefit from a discount?

The STAY CORPORATE program, applicable exclusively to reservations made through the website, offers two levels of associated benefits:   GREAT CORPORATE, offers a 10% discount on the value of the stay; and JUST CORPORATE, which grants a 5% discount on the reservation and also the possibility of payment in 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 response to the COVID-19 outbreak?

STAY HOTELS has defined a set of practices to be implemented in light of the COVID-19 pandemic situation, in order to prevent the spread of the disease and create clean and safe spaces. The aim is to respond to the recommendations of official entities - such as the Directorate-General for Health and the World Health Organization -, allowing employees and guests to live in a healthy environment in our hotels. All STAY HOTELS have the "Clean & Safe" seal from Turismo de Portugal and the European COVID-19 Safety Seal , created by the European Committee for Standardization in partnership with the European Commission . Find out more here .