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FAQ
Reservation / Check-in
What time is check-in?
You can check in at any STAY HOTEL from 4:00 PM. If you need to check in early, please contact our team. Subject to availability, this service has an additional cost of €20.00.
What payment methods are available?
We accept several payment methods: 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 get access to the best prices?
STAY HOTELS has a Best Price Guarantee Policy, so if you find a lower price for the same booking on any other distribution channel, we will match the price and offer you an additional 5% discount . You can find all the detailed information here .
• How can I modify or cancel my reservation?
If you made your reservation through our website, you can manage it using the "Edit Reservation" option located in the footer of the hotel's page. You can also consult our Cancellation Policy here .
• Can I request a room adapted for people with reduced mobility?
All STAY HOTELS have room(s) prepared to accommodate guests with reduced accessibility. Reservations are always subject to availability, so please contact the hotel team by phone or email. You can access the contact details for all STAY HOTELS here .
Life at the Hotel
• 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 the hours are from 4:00 am to 12:00 pm, and the GRANDE HOTEL PARIS by STAY HOTELS, where the hours are from 7:00 am to 11:00 am). This service costs €13.50 per person at all STAY HOTELS, except for the GRANDE HOTEL PARIS by STAY HOTELS, which costs €19.50 (an additional fee applies if room service is requested).
• 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.
The GRANDE HOTEL PARIS by STAY HOTELS features the Writers' Garden Bar, open daily from 12:00 PM to 9:30 PM, and 24-hour Bar & Room Service.
• Are the rooms cleaned daily?
To have your room cleaned, please place the JUST CLEAN hanger on the outside door handle of your room. If you do not indicate your preference, the room will only be cleaned after three days of stay, or after 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, simply attach the JUST RESTING hanger to the outside door handle of your room.
• Do the hotels offer internet access?
Connect without limits in all areas of our hotels with our free Wi-Fi network. We also have a Business Corner where you can access your desktop computer at no extra cost.
• What welcoming products are available?
The following complimentary welcome products are available to you: shower cap, shampoo/shower gel, soap, toiletry bag, laundry bag, and a welcome kit with black tea and chamomile tea bags. You can additionally request: dental kit, shaving kit, sewing kit, shoe sponge, shoehorn, cotton pads, nail file, earplugs, surgical masks, hairbrush, eye mask, conditioner, body lotion, and slippers. Please confirm the price list with the hotel staff or via the QR code available in your room.
• Do the hotels offer parking?
Some of our units have indoor/outdoor parking. You should confirm availability and pricing with the Hotel Team.
• Do hotels offer meeting rooms?
Some of our units have fully equipped meeting rooms for your business meetings. Please confirm availability and pricing with the Hotel Team. Coffee break is optional.
• Do hotels offer laundry service?
We offer laundry and tailoring services. If you are interested in using these services, please place your clothes in the laundry bag located in the wardrobe in your room and hand it in at reception, where you will need to fill out the corresponding form. You should confirm the price list with the hotel staff or via the QR code available in your room.
• Can I store my luggage at the hotel?
All STAY HOTELS offer a luggage room where we store your bags free of charge.
• Are pets allowed?
Pets are not allowed in STAY HOTELS.
• What is STAY HOTELS' 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. If you require a crib, 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 smoke, you may use your room's balcony (if applicable) or the hotel entrance. You can also consult our team to find out if there are other designated smoking areas in the hotel.
• Do the hotels offer activities?
Experience a new concept of urban mobility by enjoying our fun, free bicycle rental. Find out about the terms of use at reception and explore your destination in a healthy and eco-friendly way.
• Can I order a taxi from the hotel?
You can request 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 reception.
Checkout
• What is the check-out time?
You can check out of any STAY HOTEL until 12:00 PM. If you need a late check-out, please contact our team. Subject to availability, this service has an additional cost of €20.00.
• How does the Lost and Found work?
After your departure, any items left in the room (except underwear) will be kept at the hotel for 1 year. If you have left any personal belongings at the hotel, please contact our team by email. You can access the contact details for all STAY HOTELS here .
Campaigns & Promotions
• How can I access the current campaigns?
See 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 booking at the best price.
• If my booking is for business purposes, will I be eligible for a discount?
With the STAY CORPORATE Program, take advantage of different levels of customized offers to meet the specific needs of your company. Contact us: staycorporate@stayhotels.pt .