Frequently Asked Questions
Q. How do I make a hotel reservation?
A. To enable you to make your booking you will be guided through the www.bookportugal.com site and offered selections or prompts for information where necessary. Our site is designed with simplicity in mind to save you time in searching and booking. The steps are as follows: Search for destination and dates required. Review search results and click on the link for more information. Step 3: Select the hotel of your choice and on our booking page, enter names and payment details. Step 4: Your reservation will be confirmed and you will receive an email with a voucher to present to the hotel upon arrival.
Q. Why is the price different to when I last checked?
A. Changes may be made to reflect market conditions and currency fluctuations. We are continually renegotiating rates with our suppliers to bring you the cheapest prices possible. Once a booking has been confirmed the price will not change.
Q. I've just phoned my hotel and they have no record of my reservation. Why has this happened?
A. We have a guaranteed allotment of rooms every night of the year with our contracted hotels. We only need to inform the hotel of who will be filling those rooms a couple of days in advance. Therefore, if you contact the hotel before this time they will not yet have your name or recognize your booking reference.
Q. Are transfers included?
A. Transfers are not included. It is advisable to pre-book your transfers directly online from/to airport to/from hotel.
Q. How can your prices be so cheap?
A. Aeolos Travel service over 0.5 million customers a year and as a result we have negotiated greatly reduced rates for our clients. Furthermore, since we are an internet business without a high street presence, our overheads are kept to a minimum enabling us to pass on great savings to you.
Q. Do I need to confirm my booking with the hotel directly?
A. No. The booking confirmation voucher printed from our site is all you need.
Q. Are the rates on your site inclusive of all taxes and fees?
A. All the rates quoted by www.bookportugal.com include all taxes and fees and might be per person or per total room price depending on the service. We also advise whether or not breakfast is included. We always show the final hotel price upfront so that there will be no surprise charges when you enter your credit card details. The price you see on the search results page is the price you pay.
Q. What credit / debit cards are accepted?
A. www.bookportugal.com accepts payment from the following cards*: - Visa - Visa Electron - MasterCard - Maestro. We also accept American Express when payment is made in Euro currency.
Q. Why do I need to enter the age of my child?
A. The policy regarding child discounts varies from hotel to hotel. This is why, when you are searching for hotels, we ask you for the number of children who will be staying with you and their ages at the time of travel. All discounts are applied to the total price quoted.
Q. Do I receive a hotel voucher for my booking?
A. Yes, by email. You need to print this booking confirmation voucher and take it with you to present to the hotel when you check in. It doesn't need to be printed in colour, a black and white copy is sufficient.
Q. What if I lose my voucher and/or booking reference number?
A. Phone our Customer Services Centre and they will look it up for you using your name and date of arrival at your hotel.
Q. If the confirmation email does not arrive or I lose my booking voucher, how can I print a copy of the voucher?
A. Go to the “My Reservations” section on the site. There you will be able to retrieve and print the details of your booking.
Q. How do I know if my hotel reservation is confirmed?
A. Once you/ ve completed your hotel booking, your reference number will be displayed on the screen. We will also email you your booking confirmation, which will show your complete itinerary and your reference number. A separate email will be sent with the voucher (if the reservation is paid in full). The voucher needs to be printed and presented to your hotel on arrival as proof of your reservation.
Q. Who do I contact if I need help?
A. Thanks to our Customer Services helpline and emergency phone number at destination, www.bookportugalrus.com offers a service that is 24 hours a day, 7 days a week. Reservations can be made online or with the Customer Care Centre. The telephone numbers are given on the website and in your booking confirmation voucher. You can also use the contact form provided.
Q. How safe are my credit card details?
Q. At what stage will the money be debited from my credit card?
A. When you have reviewed and confirmed your booking, the money will automatically be debited from your credit card account.
Q. Is the full payment required at the time of reservation?
A. No. You have the option to make your reservation with a 10% deposit or with a full payment. A deposit can be paid provided the total value of the reservation is over EUR 100.00 (or equivalent in other currency) and if the reservation is made over 30 days in advance from the check in date. If a deposit is paid, the system will automatically send you notification emails on the 30th day prior to your arrival to remind you to settle the remaining balance directly online. Flight reservations can only be paid in full.
Q. Why do I have to pay you in full upfront?
A. Under our special arrangements with the hotels, we need to collect your money before your arrival in order to secure your reservation.
Q. What do you do with my personal information?
Q. How can I find out about the best deals?
A. We list selected offers on our homepage and send out regular newsletters packed with great deals. All of the prices shown in our search results are the best prices available at that time and are heavily discounted.
Q. What happens if I need a refund?
A. www.bookportugal.com will credit your refund directly to the credit/debit card that was used to pay for the booking. We do not store your credit/debit card details on our website, but the bank will be able to identify your account from the booking reference number.
Q. What happens to my hotel booking if my flight is delayed?
A. All hotel rooms will be held until 10.00 pm on the day of arrival. If there is a possibility of late arrival, please either enter your flight details in the special requests section while making your booking, and this will be passed to the hotel, or call our call centre number. If you are unexpectedly delayed at the airport, you can contact our 24/7 call centre on number you will find on your voucher, and the hotel will be advised to hold your reservation.
Q. How can I amend my booking?
A. Simply complete the contact us form indicating the changes you would like to make. We will advise you if the amendment is possible and if there is a price change. All amendments are charged with EUR 20.00 for each amendment. Requests for amendments should be made at least 7 days before the booking date. Amendments cannot be made by telephone.
Q. How can I cancel my booking?
A. Cancellations can be effected through the web site in the "My Reservations" section. Please note any cancellation must be made through us and not directly with the hotel and will be subject to our terms and conditions.
Q. What are your Terms and Conditions?
A. Please go to the settings and then to the section Terms and Conditions.