The Residence

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WILL THERE BE ANY CHANGES TO MY TIMESHARE NOW THAT SALES HAVE STOPPED?

No. Sabine, Clare and Cindy will still be there to satisfy all your holiday needs as they have done until now. Morning meetings, excursions, help and advice, internal exchanges and help with maintenance fee payments are still part of the service. Bruno will still be providing transport back to the airport. The AGM will continue and you will still be sent your invoice for Maintenance fees. The only change is that cannot purchase more Timeshare, however, moving forward you will be able to book The Residence as a Prestige Member.

CAN I CHANGE MY WEEK JUST FOR A YEAR?

You can change your week at The Residence, either within the same calendar year or bring weeks forward from the end of your contract. Learn how here.

HOW DOES MEMBERSHIP TIE IN WITH THE PORTOBAY PRESTIGE CARD?

When you purchase from us, you receive Gold Cards straight away. Plus you can add any adult children to the contract and they would also receive them when needed.
Gold card members have 15% discount on PortoBay restaurants and bars, and 10% discount in our spas, plus we have a list of Partners where you receive discounts in everything from Cinema to Opticians and Jewellers.

CAN WE ARRANGE EXTRA BEDS?

Yes. Subject to availability, we can either provide a fold up bed suitable for a child at  €5 per day, or a proper single bed at  €25 per day. This may restrict space in the apartment.

WHEN WE EXCHANGE WEEKS, WILL WE GET LIKE FOR LIKE?

In terms of apartment type, we will confirm at the time of exchange. The location however will only be given at time of checkin. Unfortunately we cannot promise anything in terms of gardens or view as normally The Residence is almost full.

CAN YOU ARRANGE AIRPORT TRANSFERS?

Yes. If you email us a week or two before, we will book a transfer with Blandy Travel. The cost will be charged to your room bill to save you paying at the time.

WHO AND WHAT IS THE MEMBERS' REPRESENTATIVE?

Paul Child is the present Members' Representative, having been elected for a 3 year duration and is assisted by 3 Members' Contacts. For more information on why and how you would contact the Members' Contacts, please click here.

HOW DO I GET TO MADEIRA ISLAND?

You can check here an updated section with which airlines are flying from where, and on which days.

WHAT IS PRESTIGE BY PORTOBAY?

Prestige by PortoBay is the PortoBay Hotels & Resorts loyalty programme which recognizes guests’ preference for the group's hotels. This programme grants its members discounts and other benefits, such as: discount on direct bookings, discounts in restaurants and bars, special conditions in shops and partner activities in the various destinations.
The Prestige by PortoBay programme has 4 levels. The advantages vary according to the level and hotel of the stay.

HOW DOES THE PRESTIGE BY PORTOBAY PROGRAMME WORK?

The Prestige by PortoBay programme has 4 levels. Level progression is based on counting stays and nights. Counting is done automatically and is based on Experience Points (XP); each stay is worth 6XP and each night is worth 1XP.
For example, if a guest stays for 4 nights will receive 10XP (6XP for the stay + 4XP for the total number of nights) when checking out.

HOW MANY LEVELS DOES THE PROGRAMME HAVE?

The program has 4 progression levels:

Level 1: WELCOME (0XP)
Level 2: SILVER (former Blue) (7XP)
Level 3: GOLD (100XP)
Level 4: PLATINUM (350XP)

Check the benefits and discounts for each level here.

WHAT ARE THE ADVANTAGES OF BEING A PRESTIGE BY PORTOBAY MEMBER?

The advantages vary according to the level and hotel of the stay. You can see all the benefits on the PortoBay App and/or in the personal area at www.portobay.com.

HOW DO I JOIN THE PRESTIGE BY PORTOBAY PROGRAMME?

Joining the programme is free and can be done by signing up on the PortoBay App or on the website www.portobay.com, even if you have never stayed in a PortoBay hotel.

IS THE PRESTIGE BY PORTOBAY PROGRAMME FREE?

Joining the programme is free by signing up on the PortoBay App or on the website www.portobay.com, even if you have never stayed in a PortoBay hotel.

CAN I REGISTER ON THE PRESTIGE BY PORTOBAY PROGRAMME BEFORE MY FIRST STAY?

Yes. The Prestige by PortoBay programme offers benefits and discounts on your first stay.
Joining the programme is free and can be done by signing up on the PortoBay App or on the website www.portobay.com.

WHEN DO I RECEIVE MY CARD?

The Prestige card is digital and is available on the PortoBay App and in your personal area on the website www.portobay.com after you sign up to the programme.

WHAT INFORMATION CAN I SEE ON THE PORTOBAY APP OR IN MY PERSONAL AREA AT WWW.PORTOBAY.COM?

You can see various features on the PortoBay App or in your personal area at www.portobay.com, including:

- Personal details;
- Prestige level;
- Digital Card;
- Balance of XP (experience points);
- Benefits;
- Offers;
- Pre check-in form.

AT WHAT POINT ARE MY XP (EXPERIENCE POINTS) CALCULATED?

XP are awarded automatically when you check out and are added to your total XPs.
Cancelled stays or no-shows will not be counted. If you extend your stay, only the XP for the nights added will be counted.
You can see your total XP on the PortoBay App or in your personal area at www.portobay.com.

WHEN DO I CHANGE LEVEL?

Level switching occurs automatically at check-out when your XP balance reaches the level needed to enter the next Prestige level.
You can see your total XP on the PortoBay App or in your personal area at www.portobay.com.

HOW CAN I CHECK MY LEVEL AND MY XP (EXPERIENCE POINTS)?

To check your Prestige level and Experience Points, sign up or log in on the PortoBay App or in your personal area on the website www.portobay.com.
Your XP history relating to stays since 2008 (hotels in Portugal) and since September 2020 (hotels in Brazil) will be available in your profile.
If your account does not have the correct XP balance, please fill in this form. 

MY XP ARE NOT ASSOCIATED WITH MY PROFILE OR DO NOT MATCH MY PORTOBAY HISTORY. WHAT SHOULD I DO?

To calculate your XP, we take into account your stays since 2008 (hotels in Portugal) and since September 2020 (hotels in Brazil).
If your account does not have the correct XP balance, please contact prestige@portobay.pt.

CAN I USE XP (EXPERIENCE POINTS) AS A MEANS OF PAYMENT?

No. Experience Points are exclusively for measuring your progression in the programme.

DO XP (EXPERIENCE POINTS) HAVE AN EXPIRY DATE?

No. XP are for life.

CAN I TRANSFER MY XP (EXPERIENCE POINTS) TO OTHER MEMBERS?

No. XP are calculated according to your personal experience with the PortoBay brand; they are therefore personal and non-transferable.

CAN I TRANSFER MY LEVEL TO ANOTHER PERSON?

No. Your affiliation to the Prestige programme is personal and non-transferable.
If you would like family or friends to experience PortoBay hotels as a Prestige member, they can always join the programme on a “Prestige Friends” recommendation. More information here.

I STAYED AT A PORTOBAY HOTEL BUT THE RESERVATION WAS NOT IN MY NAME. CAN I ASSOCIATE THESE XP (EXPERIENCE POINTS) TO MY PROFILE?

Yes. The XP earned on a stay are awarded equally to all room occupants who are 18 years of age or over.
To check your Prestige level and Experience Points, sign up or log in on the PortoBay App or in your personal area on the website www.portobay.com.

WITH THIS REDESIGN OF THE PRESTIGE BY PORTOBAY PROGRAMME, CAN I KEEP MY LEVEL?

Yes, your current Prestige level is guaranteed to stay the same. And you can even go up a level if, due to the change in counting method, your total XP balance qualifies you to do so.

WILL MY HISTORY BE TAKEN INTO ACCOUNT IN THIS NEW PROGRAMME?

Yes. To calculate your XP, we take into account your stays since 2008 (hotels in Portugal) and since September 2020 (hotels in Brazil).

DOES BLUE LEVEL NO LONGER EXIST?

With the redesign of the Prestige by PortoBay programme, Blue level has now been renamed Silver, but keeps the same benefits.
Your Silver card is available in digital form on the PortoBay App, and in your personal area on www.portobay.com.

IS MY OLD CARD STILL VALID?

In the transition phase, the old Prestige cards (Blue and Gold) will continue to be recognised. The new cards are available in digital form on the PortoBay App and in your personal area at www.portobay.com.

WILL PHYSICAL CARDS CEASE TO EXIST?

Yes. The Prestige card is going digital, to make it more convenient for our guests, and to conform with our sustainability policy. This change from physical/plastic cards to digital format means a saving of around 300,000 cards over 5 years.

IN WHICH HOTELS CAN I USE MY BENEFITS?

Your affiliation to the Prestige programme is valid in any PortoBay hotel you stay at. To use your Prestige discount in restaurants, bars, merchandising or spas you don’t need to be staying there. Just show your Prestige card in the App.

HOW DO I USE MY PRESTIGE DISCOUNT ON ACCOMMODATION?

The Prestige discount on accommodation is only valid for reservations made directly with PortoBay, though the following contacts:

Hotels in Portugal www.portobay.com . reservations@portobay.pt . +351 291 708 760
Hotels in Brazil www.portobay.com . reservas@portobay.com.br . +55 11 2183 0541

HOW DO I TAKE ADVANTAGE OF DISCOUNTS ON CONSUMABLES DURING MY STAY?

During your stay, and by signing up to the PortoBay App or the website www.portobay.com, the Prestige discount you are entitled to will automatically be applied and debited from your room account.
Discounts on restaurants, bars, spa, merchandising and laundry are only applicable to Silver, Gold and Platinum levels. Prestige discounts cannot be combined with other offers and/or promotions.

CAN I GET DISCOUNTS EVEN IF I AM NOT STAYING IN A PORTOBAY HOTEL?

Yes. Even if you are not staying at a PortoBay hotel, you can use your discounts in the PortoBay group's restaurants, bars, merchandising or spas. To do this, just sign up on the PortoBay App or on the website www.portobay.com and show your Prestige card in the App.

WHEN DO I NEED TO SHOW MY PRESTIGE CARD?

Presenting your card will be necessary whenever you wish to take advantage of benefits/discounts at:

- stores or partner activities;
- restaurants, bars or spas in PortoBay hotels where you are not actually staying.

ON WHICH SHOPS AND TOURIST ACTIVITIES DO I HAVE A PRESTIGE DISCOUNT?

As a Prestige member, you have access to discounts in various traditional shops and major international brands, rent-a-car and other tourist attractions and activities in most destinations where we have a presence. Find out about all our partners here.

WHAT IS THE PRESTIGE PACKAGE AND HOW CAN I RESERVE ONE?

The Prestige Package is an exclusive resort holiday package for Prestige Silver, Gold and Platinum members, which includes accommodation, transfers, meals, experiences and other treats, at fixed prices throughout the year. In August, PortoBay makes the Prestige Package available for the following year. For more information on the Prestige Package, please contact reservations@portobay.pt

CAN I GET A PRESTIGE DISCOUNT ON HOTEL EVENTS, SUCH AS A WEDDING?

The application of the Prestige discount for holding events/ special celebrations must be checked directly with each hotel.

I HAVE A TIMESHARE CONTRACT; HOW CAN I EARN XP?

Guests with a Time-Share contract are automatically recognised as Prestige Gold members. Progression to Platinum level will be based on Experience Points.
Note: to calculate your XP, we have taken into account your stays since 2008 (hotels in Portugal) and since September 2020 (hotels in Brazil).

CAN I RECOMMEND FRIENDS OR FAMILY?

Yes. If you would like family or friends to experience PortoBay hotels as a Prestige member, they can join the programme on a Prestige Friends recommendation. This programme grants benefits to your family or friends, whether they stay on the same or different dates. More information here.

WHERE CAN I SEE THE PRESTIGE BY PORTOBAY PROGRAMME REGULATIONS?

You can check the programme regulations here.

CAN I CANCEL MY PRESTIGE BY PORTOBAY ACCOUNT?

You may cancel your personal account on the PortoBay App or in the personal area of the website www.portobay.com.
Cancelling your account means you cancel your subscription to Prestige by PortoBay and lose access to your Prestige benefits or discounts.

HOW CAN I CHECK/CHANGE MY PERSONAL DETAILS?

You can check or change your personal details on the PortoBay App or in your personal area at www.portobay.com.

I OFFERED A STAY TO A FRIEND/FAMILY MEMBER. WHO RECEIVES THE XP RELATED TO THIS STAY?

The experience points (XP) are awarded to people who actually stay at the hotel. Therefore, when offering a stay to a friend or family member, Prestige members do not earn XP related to that stay.

HOW CAN I KEEP UP TO DATE WITH PRESTIGE NEWS AND OFFERS?

The Prestige by PortoBay programme grants exclusive offers to its members throughout the year (Double Discounts, Christmas offer, Prestige Package, etc...). To ensure you receive these notifications, make sure you have your details up to date in the PortoBay app or in your personal area on www.portobay.com.

IF I HAVE ANY QUESTIONS, WHO SHOULD I CONTACT?

If you are staying at a PortoBay hotel, please contact the reception team. You can also put your questions in an e-mail: prestige@portobay.pt

WHAT IS A STAY EXTENSION?

A stay extension is when there is more than one consecutive reservation at the same hotel, with less than a 1 night interval between checking out of the previous reservation and check-in of the next reservation.
In these cases, to collect XP, only the XP for the number of nights in addition to the initial booking will be counted.

I AM A TIME-SHARE MEMBER AND MY FRIENDS OR FAMILY WILL ENJOY MY WEEK. WHO RECEIVES XP RELATED TO THIS STAY?

Friends/relatives of Time-Share members who are not on the contract and who stay in the Time-Share member's week receive XP related to that stay. That is, the Time-Share member does not collect XP for the week or days that were experienced by that friend/relative.

WHAT ARE THE ADVANTAGES OF BEING A PRESTIGE BY PORTOBAY MEMBER?

The advantages vary according to the level and hotel of the stay. You can see all the benefits on the PortoBay App and/or in the personal area at www.portobay.com.

HOW CAN I MAKE A RESERVATION DIRECTLY WITH THE HOTEL?

You can book directly via the website at www.portobay.com or through the following contacts: PORTUGAL . +351 291 708 760 | reservations@portobay.pt BRAZIL: + 55 2125 468 000 | reservas@portobay.com.br

WHICH CURRENCY ARE THE PRICES ON THE WWW.PORTOBAY.COM SITE QUOTED IN?

For the hotels in Portugal – in Madeira, Algarve and Lisbon – prices are given in euros. For the hotels in Brazil – in Rio de Janeiro, Búzios or São Paulo – prices are given in reais. You can also see the price in a currency of your choice.

DO I HAVE TO PAY TAX ON TOP OF THE FIGURES PRESENTED?

For hotels in Portugal VAT is already included in the prices quoted in the tariffs. In Brazil the following taxes will be charged on top of the prices quoted: PortoBay Rio Janeiro + 5% ; in L'Hotel PortoBay São Paulo + 5% and PortoBay Búzios + 5%

THE TRANSFER AMOUNT THAT I RESERVE ON THE SITE WWW.PORTOBAY.COM IS VALID FOR ANY HOUR OF THE DAY?

At the Madeira and Lisbon hotels the transfer price is fixed. At the hotel PortoBay Falésia in the Algarve, the transfer amount bought via our site is valid for week days - Monday to Friday, from 08h00 to 20h00. The transfer services made between 10 pm and 7 am have a 20% surcharge. At the hotels in Brazil the amount is also fixed, except for big event periods like Carnival and New Year's Eve.

WHICH CREDIT CARDS CAN I USE TO MAKE PAYMENTS ON THEWWW.PORTOBAY.COM SITE?

You may use any of the following credit cards: American Express, Visa, Eurocard/Mastercard, Diners Club and Access, UnionPay.

WHAT IS THE POLICY FOR CANCELLING RESERVATIONS MADE ON THE SITE WWW.PORTOBAY.COM?

General/Standard Rates:

Madeira, Algarve, Lisbon & Porto : if canceled or modified less than 2 days before date of arrival, 100% of the first night will be charged. In case of no-show, 100% of the first night will be charged;

Madeira : Christmas and New Year’s Eve If canceled or modified less than 21 days before date of arrival, 100% of the total price of the reservation will be charged. In case of no-show, 100% of the total amount of the reservation will be charged.
La Villa at The Cliff Bay : If canceled or modified less than 14 days before date of arrival, 100% of the first two nights will be charged. In case of no-show, the total stay will be charged.

Lisbon & Porto : New Year's Eve If canceled or modified less than 3 days before date of arrival, 100% of the total amount of the reservation will be charged. In case of no-show, 100% of the total amount of the reservation will be charged.

Algarve : New Year's Eve If canceled or modified less than 7 days before date of arrival, 100% of the total amount of the reservation will be charged. In case of no-show, 100% of the total amount of the reservation will be charged. 


São Paulo, Búzios & Rio de Janeiro : free cancellation of your reservation up to 3 days before the check-in date. In case of late cancellation or no-show the full amount will be charged to your credit card and your booking will be cancelled.

Other Rates/ Special Deals:

Lisbon, Porto & Algarve: if canceled or modified within a period of less than 7 days or in case of no-show, the equivalent of 100% of the total amount of the reservation will be charged;

São Paulo, Rio de Janeiro & Búzios : free cancellation of your reservation up to 3 days before the check-in date. In case of late cancellation or no-show, the total amount will be charged to your credit card and your reservation will be cancelled.

Rio de Janeiro : Carnival and New Year's Eve festive seasons all rates are fully non-refundable.

Packages :

Madeira, Algarve, Lisbon & Porto: if canceled or modified less than 2 days before date of arrival, 100% of the first night will be charged. In case of no-show, 100% of the first night will be charged;

Rio de Janeiro & São Paulo: in case of cancellation the total amount of the reservation will be charged.
Early departures / No-shows: The full amount of the reservation will be charged for early departures or no-shows.

Búzios : Free cancellation of your reservation up to 7 days before the check-in date. In case of late cancellation or no-show, the total amount of the reservation will be charged.

CAN I CHANGE OR CANCEL A RESERVATION THAT IS ALREADY MADE ON THE RESERVATIONS SYSTEM ON THIS SITE?

Select your hotel from the booking menu. You will then be redirected to our reservation system. Scroll to the bottom of the page and click on ‘change / cancel reservation’. Enter your booking confirmation number and your last name. If you prefer, the changes can be requested at reservations@portobay.pt (hotels Portugal) or reservas@portobay.com.br (hotels Brazil). *availability permitting

IS THE CITY TAX INCLUDED IN THE VALUE OF THE RESERVATION?

Hotels in Lisbon and Porto: city taxes not included: a City Tax of 2€ per night/per guest (for guests over 13 years), up to a maximum of 7 nights will be applicable.

Hotel in Santa Cruz, Madeira, PortoBay Serra Golf: city taxes not included: according to the regulation of the Santa Cruz Municipality, a City Tax of 2€ per night/per guest (for guests as from 13 years), up to a maximum of 7 nights will be applicable.
*The other group hotels located in different municipalities from those mentioned above are not currently covered by this rate.

IS THE TRANSFER AMOUNT THAT I BOOK ON WWW.PORTOBAY.COM VALID FOR ANY TIME OF THE DAY?

In the hotels in Madeira, Lisbon and Porto the transfer price is fixed. At the PortoBay Falésia hotel in the Algarve, the transfer fee you buy through our website is valid for working days - Monday to Friday, from 8:00 am to 8:00 pm. Transfer services carried out between 10 pm and 7 am suffer an increase of 20%. In hotels in Brazil the value is also fixed, except for periods of major events such as Carnival and New Year's Eve.

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