FAQ's

• PROGRAMME | WHAT IS THE PESTANA GUEST CLUB (PGC)?

  The Pestana Guest Club is the loyalty programme for Pestana Hotel Group Customers which includes the Pestana Hotels & Resorts, Pousadas de Portugal, Pestana CR7 and Pestana Collection Hotels. This programme allows points to be earned for each stay or meal at participating hotels.

  Those points may later be used for free stays at Pestana brands on any day of the year. As such, programme customers will have access to free stays at all Hotels and Pousadas detailed here. Membership of the loyalty programme also provides discounts on Accommodation, Bars and Restaurants, Magic Spa and various Group partners.

  
  

• PROGRAMME | WHAT ARE THE PROGRAMME OPTIONS AND BENEFITS?

  The programme has 4 levels for individual customers: GUEST, basic level accessible to all customers over 18 years old; ELITE, once you have earned 20,000 points in 2 years or made 5 bookings in 1 year, with additional benefits, including VIP treatment; ELITE PLUS, once you have earned 50,000 points in 2 years or made 10 bookings in 1 year, with access to even more discounts and benefits than the previous level; HONOR, once you have earned 100,000 points in 2 years or made 15 bookings in 1 year. For corporate clients we have a CORPORATE status based on agreements with partner companies.

  All the benefits can also be found in the table of benefits. All bookings must be made through the direct Pestana channels (website, Hotel, Pousada or Contact Centre) to be entitled to a discount on accommodation.

• PROGRAMME | HOW DO I JOIN?

  Registration for the Pestana Guest Club Programme is open to all customers over 18 years old and can be done here using the registration form at www.pestana.com, at any hotel or pousada, via our Contact Centre and during the booking process at www.pestana.com.
  

• PROGRAMME | DOES IT COST ANYTHING TO JOIN?

  No. The Pestana Guest Club is accessible free of charge to all customers over 18 years old. The account holder is not charged any membership fee for participating in the Programme.

• MEMBER Nº| IF I DON'T HAVE MY MEMBERSHIP NUMBER WHEN I CHECK IN OR DURING MY STAY, WHAT CAN I DO?

  No problem. Just give your email address and we'll look up your membership number. This way, your points will be credited and you'll be one step closer to enjoying free stays.

  
  

• POINTS | HOW DO I EARN POINTS?

  You will earn points for every stay booked through our direct channels (website, hotels, pousadas or Contact Centres) or for purchases made in our bars and restaurants. Bookings not made through our direct channels are entitled to 250 points per night. If the booking is made under special conditions, e.g. prepaid promotions, no points will be earned.
  

• POINTS | WHEN ARE POINTS CREDITED?

  Points are credited after the stay (check-out) and may take up to 5 days to appear on your balance. If there is no change to your card balance after this time, you can request a credit adjustment in your personal area by logging in at www.pestana.com.
  

• POINTS | WHERE CAN I CHECK MY POINTS?

  All the information regarding your points balance, promotions and exclusive privileges is available at www.pestana.com, after completing your LOGIN. If you need further assistance, you can also contact the Pestana Guest Club helpline on +44 2034 677357 or send an email to guest.club@pestana.com. Written communication with the programme, via email, is available in two languages: Portuguese and English.
  

• POINTS | HOW LONG ARE POINTS VALID FOR?

  The points awarded up to 30 June 2023 are valid for a period of two years from the date of award and expire on the penultimate day of the month in which they expire. All points awarded as of July 1, 2023, are valid until June 30, 2025. Always check your expiring points in your customer area.

  
  

• POINTS | I BOOKED WITHOUT JOINING THE CARD PROGRAMME. CAN I EARN THE POINTS?

  Register online and automatically receive your customer number. When you arrive at check-in, be sure to mention it so that the points from your stay are credited to your card.
  

• POINTS | POINTS HAVE NOT BEEN CREDITED TO ME. HOW CAN I REQUEST THEM?

  It may take up to 5 working days for points to be credited. However, if they have not been credited, request them within 3 months of your stay by accessing your personal account, in the "Claim Points", option, available after logging in.
  

• POINTS | PARTICIPATING HOTELS AND POUSADAS

  You can win and use points in the following Hotels and Pousadas:

  
  Pestana Collection Hotels:

   

  Pestana Amsterdam Riverside
  

  
    
  Pestana CR7 Lifestyle Hotels:
  

  Pestana CR7 Marrakech
       
  Pousadas de Portugal 
  

  Pousada Caniçada – Gerês; Pousada Castelo Alcácer do Sal; Pousada Castelo Estremoz; Pousada Castelo Óbidos; Pousada Castelo Palmela; Pousada Convento Arraiolos; Pousada Convento Beja; Pousada Convento Évora; Pousada Convento Tavira; Pousada Convento Vila Viçosa; Pousada Forte Horta; Pousada Mosteiro Amares – Gerês; Pousada Mosteiro Crato; Pousada Mosteiro Guimarães; Pousada Palácio Estoi – Faro; Pousada Ria – Aveiro; Pousada Sagres; Pousada Serra da Estrela; Pousada Viana do Castelo; Pousada Vila Óbidos; Pousada Viseu; Pousada do Porto - Rua das Flores; Pousada Vila Real de Santo António; Pousada Vila Óbidos, Pousada Casa Lidador - Óbidos
    
  Pestana Hotels & Resorts:
  

  Pestana Alvor Atlântico; Pestana Alvor Praia; Pestana Arena Barcelona; Pestana Bahia Lodge; Pestana Berlin Tiergarten; Pestana Buenos Aires; Pestana Caracas; Pestana Casablanca; Pestana Chelsea Bridge; Pestana Curitiba; Pestana Dom João II; Pestana Alvor Beach Villas; Pestana Ilhéu das Rolas; Pestana Kruger Lodge; Pestana Palm Gardens; Pestana Palms; Pestana Park Avenue; Pestana Rio Atlântica; Pestana Rovuma; Pestana São Paulo; Pestana São Tomé; Pestana Sintra Golf; Pestana South Beach; Pestana Trópico; Pestana Tróia; Pestana Douro Riverside; Pestana Carvoeiro Golf; Pestana Gramacho; Pestana Park Avenue; Pestana Porches Praia, Pestana Tanger City Center; Pestana Lisboa Vintage; Pestana Bazaruto

• DISCOUNTS | SPA

  Your Magic Spa discount is valid in the following hotels:  
  

  Pestana Alvor Praia; Pestana Alvor South Beach; Pestana Carlton Madeira; Pestana Casino Park; Pestana Cidadela Cascais; Pestana Dom João II; Pestana Grand; Pestana Palace Lisboa; Pestana Palácio do Freixo; Pestana Porto Santo; Pestana Promenade; Pestana Royal; Pestana Viking; Pestana Vila Sol – Vilamoura; Pestana Douro Riverside; Pestana Vintage Porto; Pestana Sintra Golf; Pestana Village; Pestana Vila Lido

  
  Your Massage Room discount is valid in the following Pousadas:
    

  Pestana Churchill Bay; Pousada Mosteiro Crato; Pousada Palácio Estoi; Pousada Sagres; Pousada Serra da Estrela; Pousada Convento Tavira; Pousada Viana do Castelo

   

  Please notice that your discount does not apply with other promotions.
  
  

• DISCOUNTS | RESTAURANTS

  Beside accumulating points you can benefit from our discount in bars and restaurants at:
  

  Pestana Amsterdam Riverside; Pestana Cidadela Cascais; Pestana Palace Lisboa; Pestana Palácio do Freixo; Pestana Plaza Mayor Madrid; Pestana Porto - A Brasileira; Pestana Vintage Porto; Miramar By Pestana; Pestana Alvor Park; Pestana Alvor Praia; Pestana Alvor South Beach; Pestana Arena Barcelona; Pestana Bahia Lodge; Pestana Bahia Praia; Pestana Berlin Tiergarten; Pestana Blue Alvor; Pestana Buenos Aires; Pestana Carlton Madeira; Pestana Casablanca; Pestana Cascais; Pestana Casino Park; Pestana Chelsea Bridge; Pestana Convento do Carmo; Pestana Curitiba; Pestana Delfim; Pestana Dom João II; Pestana Grand; Pestana Ilhéu das Rolas; Pestana Kruger Lodge; Pestana Ocean Bay; Pestana Palms; Pestana Porto Santo; Pestana Promenade; Pestana Rio Atlântica; Pestana Rovuma; Pestana Royal; Pestana São Paulo; Pestana São Tomé; Pestana Sintra Golf; Pestana South Beach; Pestana Trópico; Pestana Viking; Pestana Vila Sol – Vilamoura; Pestana Village; Pestana CR7 Funchal; Pestana CR7 Lisboa; Pestana Churchill Bay; Pousada Caniçada – Gerês; Pousada Castelo Alcácer do Sal; Pousada Castelo Estremoz; Pousada Castelo Óbidos; Pousada Castelo Palmela; Pousada Convento Arraiolos; Pousada Convento Beja; Pousada Convento Évora; Pousada Convento Tavira; Pousada Convento Vila Viçosa; Pousada Forte Horta; Pousada Lisboa Praça do Comércio; Pousada Mosteiro Amares – Gerês; Pousada Mosteiro Crato; Pousada Mosteiro Guimarães; Pousada Palácio Estoi – Faro; Pousada Queluz; Pousada Ria – Aveiro; Pousada Sagres; Pousada Serra da Estrela; Pousada Viana do Castelo; Pousada Viseu; Restaurante Casa do Leão.

  
  

• BOOKING WITH POINTS | HOW DO I BOOK?

  A minimum of 18,000 points are needed to exchange points for a 1-night stay (this number varies depending on the establishment and the time of the year). Points Only bookings are available via your customer area or by phone, calling the Pestana Guest Club helpline +44 2034 677357.
  

• BOOKING WITH POINTS | CAN I BOOK WITH POINTS AT ANY TIME OF YEAR?

  Yes! That’s one of the great advantages of the programme. Subject to hotel room availability, you can make a booking year-round, including Summer, Easter and New Year’s.
  

• BOOKING WITH POINTS | CAN I USE POINTS AT ANY HOTEL/POUSADA?

  Yes, points earned are valid at any hotel and pousada belonging to the Pestana Guest Club, regardless of where they were earned.
  

• PARTNERS | CAN I EARN OR SPEND POINTS WITH PARTNERS?

  Points can only be earned on services provided by the Pestana Group. Points can currently be used with some partners. You will also earn additional benefits with partners for being a Pestana Guest Club customer. More information is available on our Partners page.
  

• ACCESS TO THE ACCOUNT | HOW DO I RECOVER MY PASSWORD?

  You can recover your password by using the "forgotten your password" link. Just enter your customer number or email address with which you are registered and submit your request. Your password will be sent to the email address.
  

• ACCESS TO THE ACCOUNT | I DON’T REMEMBER THE EMAIL I USED TO REGISTER FOR THE PROGRAMME. WHAT DO I DO?

  If you have the card number, you can LOG IN with that information. If you don’t have your number available, send an email to guest.club@pestana.com or contact the Pestana Guest Club helpline on +44 2034 677357. Written communication with the programme, via email, is available in two languages: Portuguese and English.