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FAQs
1. HOW CAN I BUY A GIFT VOUCHER?
They can be purchased exclusively through giftvouchers@portobay.pt . You will be sent a link to pay with Visa, MasterCard or American Express. The vouchers, after purchase, cannot be refunded.
2. WHICH SERVICES CAN I USE THE GIFT VOUCHER ON?
On accommodation, spas, restaurants and bars in the hotels belonging to PortoBay Hotels & Resorts.
3. WHERE CAN I USE THE GIFT VOUCHER?
It can be used at any hotel of the group in Portugal or Brazil.
4. WHICH AMOUNTS ARE AVAILABLE WHEN BUYING A GIFT VOUCHER?
In the case of monetary vouchers, they have a minimum value of € 10 and a maximum of € 1500. In the case of service vouchers, the values will be according to the desired service.
5. WHICH CURRENCY ARE GIFT VOUCHERS AVAILABLE IN?
Only in Euros. If the voucher is used in one of the PortoBay hotels in Brazil, the exchange rate (Euro (EUR) - Reais (BRL)) applied will be the one of the Banco de Portugal for the last day of the month previous to the date of issue (please go to the following link to see the exchange rate www.bportugal.pt/en/conversor-moeda)
6. DO THE GIFT VOUCHERS HAVE A VALIDITY?
Yes, 12 months from the date it is issued (except Christmas & new year's periods). Once the validity has passed, the Gift Voucher cannot be redeemed or returned.
7. HOW DO I REDEEM A GIFT VOUCHER?
All reservations must be made at least 3 days in advance via the email giftvouchers@portobay.pt, quoting the number of the voucher.
When you use the service, you must hand over the Gift Vouch
8. WHO CAN USE MY GIFT VOUCHER?
Gift Vouchers are not transferable. Only the person whose name is on the voucher can use it.
9. DO YOU NEED TO BE BOOKED IN TO A HOTEL TO BE ABLE TO USE THE VOUCHER?
You don’t need to be staying at a PortoBay hotel to use the Gift Voucher. Please remember that the service has to be booked at least 3 days in advance.
10. HOW IS THE GIFT VOUCHER DELIVERED?
It is delivered by email to the address indicated at the time of purchase. Please confirm that the recipient’s e-mail is correct when finalising the purchase.
11. CAN I SPLIT THE GIFT VOUCHER AMOUNT INTO VARIOUS TRANSACTIONS?
No, the Gift Voucher can only be used for a single transaction.
12. CAN I EXCHANGE MY GIFT VOUCHER FOR CASH?
No, the Gift Voucher cannot be converted into cash.
13. HOW CAN I RECEIVE AN INVOICE WITH A TAX NUMBER?
Please send an email with your details to giftvouchers@portobay.pt
14. WHAT IF I LOSE MY GIFT VOUCHER?
PortoBay Hotels & Resorts is not responsible for the loss, theft or unauthorised use of any voucher.
15. IS THERE ANOTHER WAY OF GETTING/ SENDING THE VOUCHER EXCEPT BY EMAIL?
If you want to give someone the voucher in person, we can put it in a gift envelope, but at present it is only possible to collect the voucher in person at the Vila Porto Mare resort (Madeira).
To do so, when purchasing your voucher please indicate that you want to collect it at Vila Porto Mare and we will inform you as soon as it is ready.
16. AS A PRESTIGE/GOURMET MEMBER, DO I GET ANY DISCOUNT ON PURCHASING A VOUCHER?
If you have a Prestige (Silver, Gold and Platinum) or Gourmet card, you are entitled to your discount when purchasing accommodation, spa and restaurants vouchers. Please refer your Prestige / Gourmet details when sending the email requesting the voucher. The discounts are not applicable when purchasing monetary vouchers.
17. IF I PURCHASE (OR RECEIVE) A MEAL VOUCHER, ARE THERE ANY LIMITATIONS WHEN CHOOSING DISHES FROM THE MENU?
These vouchers include a 3 course meal (1 starter, 1 main course and 1 dessert). Please note that some dishes on the menu may not be available when using a gift voucher. In the case of the Arsenal restaurant, dinner is a buffet on some nights of the week.
