General Terms and Conditions of Sale : Portugal

PDF Version

Last updated on : 27/01/2025

1. If you have not booked a room in our hotels

For more information about staying in our hotels in Portugal, please email us at: "prt-info@hotelbb.com". 

Alternatively, you can contact the hotel receptions directly, 24 hours a day, seven days a week. For contact details, you can visit the webpage of each of our hotels. 

You can check the general terms of sale for other hotels in the B&B HOTELS chain worldwide by visiting our website www.hotelbb.com.

2. If you want to book a room in our hotels

2.1. Guaranteed reservation 

Your reservation will be fully guaranteed as soon as your stay is paid for, directly in cash at the hotel, or when you provide your credit/debit card details to guarantee payment (unless the card details are invalid). 

Providing your credit/debit card details to pay for your reservation does not mean that the amount for the reserved nights will be charged, but it authorises the hotel to charge the first night’s stay in case of no-show if the reservation has not yet been cancelled (in the case of reservations with free cancellation). 

Once the reservation is confirmed, a confirmation email with a reservation number will be sent to the email address provided to the hotel.

2.2 Discounted reservations and/or special offers 

These offers, only available on the official website www.hotel-bb.com or through B&B HOTELS commercial partners, cannot be combined with other discounts, and reservations made under this regime cannot be cancelled, refunded, or changed (including rooms and any other additional services). 

As these are "non-refundable" reservations, unless expressly stated otherwise in the offer conditions, 100% of the total reservation amount will be charged at the time of booking, and this amount will not be refunded under any circumstances (including rooms and any additional services). 

In case of no-show on the scheduled arrival date, and even if the hotel is notified by any means, the reservation will be fully cancelled, and the hotel reserves the right to keep the total amount charged, attributing it to cancellation costs and other damages and losses. 

In this case, the establishment's obligation to honour the reservation will end when the room is not occupied within the agreed time, unless the client confirms their late arrival incontestably and within this period.

2.3 Group reservations 

A reservation of more than four (4) rooms will be considered a group reservation and may be subject to special terms and conditions and/or surcharges.

3. Reservation procedure through the website www.hotelbb.com

The reservation procedure in our hotels is as follows:

1. Select the hotel, number of guests, room type, and room rate.

2. Select any additional services (extras), such as breakfast or late check-out unless these services are already included in the rate mentioned in point 1.
3. Check the reservation details, the total amount, and the specific terms and conditions (room, rate, and/or additional services). Then, after verification, enter the identification details.
4. Enter your bank card details (only credit/debit cards are accepted; the person staying at the hotel must be the cardholder; American Express cards are not accepted to guarantee the reservation). Carefully read and, if you agree, accept the general terms of sale, the specific terms of sale for the reserved rate, and finally confirm your reservation.
5. B&B HOTELS must confirm receipt of the reservation and immediately send a confirmation email summarising: the type of reservation made, the additional services reserved, the reservation dates, the rate, the total amount itemised, the terms of sale related to the selected rate (accepted by the customer), the information regarding the Customer Information Service, as well as the hotel address to which the customer can send, if desired, any complaints.

The conclusion of each contract takes place after confirmation of receipt of each reservation and is subject to these General Terms and Conditions of Sale, which the customer acknowledges and accepts by ticking the box provided for this purpose on the website before confirming each booking. Likewise, you will be asked to confirm that you have read and understood the Privacy Policy and the Conditions of Use before confirming each booking.

4. Cancel or change your reservation

According to article 17, paragraph 1, subparagraph k) of Decree-Law 24/2014, of February 14, unless otherwise agreed by the parties, the consumer cannot freely terminate accommodation supply contracts for non-residential purposes if the contract specifies a particular date or period of execution. 

"Refundable" reservations can be cancelled free of charge until 18:00 the day before the scheduled arrival date. To cancel a reservation, you must expressly inform the hotel of your intention to cancel by contacting them directly by phone and/or email. You will immediately receive confirmation of the cancellation.

Reservations with a "semi-flexible" policy can be changed and/or cancelled free of charge up to 3 days (18:00) before the scheduled check-in date. Afterwards (3 days before the check-in date), a 100% fee will be charged in case of no-show, and in case of cancellation within this period, 50% of the total contracted stay price will be refunded. 

In case of late cancellation, the hotel will charge the amount corresponding to the first night, debiting it to the credit/debit card provided as a guarantee to cover cancellation costs. The remaining nights will be cancelled.

"Non-refundable" reservations cannot be changed or cancelled, and under no circumstances will the amount paid be refunded (including rooms and any additional services) (for more information, see section 2.2 Discounted reservations and/or special offers, non-refundable reservations). 

Extending your stay. Contact the hotel reception before 12:00 to check the existing availability. If there are available rooms, these along with the reserved additional services, must be paid immediately, in which case the extension of your stay will be accepted. 

Reducing or interrupting your stay:

- In the case of "refundable" reservations, you must notify the hotel before 18:00 the day before the reduction or interruption of the stay. A proportional part of the cancelled stay will be refunded (using the same method used for payment).

- No refund will be made for "non-refundable" reservations or for reservations with discounts or special offers (these are not refundable per se).

Services not used: 

No refunds are due for services which, although made available to the customer, he chooses not to use.

5. No-show

- In the case of reservations with a "refundable or flexible" policy, no-show without prior notice implies the immediate charge of the amount corresponding to the first night on the credit card provided as a guarantee, as a cancellation fee, with the remaining nights being cancelled.

The reservation will be cancelled in its entirety and the hotel may sell the room(s) to third parties, without any liability for the hotel. If the hotel is notified by the client of the late show by the end of the day of the scheduled arrival date, this may lead to the payment of additional amounts, which are the sole responsibility of the client.

- In the case of reservations with a "semi-flexible" policy, these can be changed and/or cancelled free of charge up to 3 days (18:00) before the scheduled check-in date. Afterwards (3 days before the check-in date), 100% will be charged and, in case of no-show, no refund will be made.

- In the case of reservations with a "non-refundable" policy, except if expressly stated otherwise in the offer conditions, 100% of the total reservation amount will be charged at the time of booking and under no circumstances will this amount (including accommodation and any additional services) be refunded. 

In case of no-show on the scheduled arrival date, and even if the hotel is notified by any means, the reservation will be fully cancelled, and the hotel reserves the right to charge the total reservation amount to cover cancellation costs, damages, and losses.

6. Price

Prices are indicated before and during the room booking process. The prices shown are per room, for the number of people, room type, dates, and selected hotel. 

The prices confirmed to the client include all taxes (except the tourist tax) and are only valid for the period indicated on the website. 

Unless otherwise stated, any additional services (breakfast, parking, etc.) are not included in the price. 

The tourist tax is never included in the reservation (whether in "refundable" or "non-refundable" reservations) and must be paid directly to the hotel on the day of arrival. The tourist tax may vary according to the city, with the hotel's procedures being subject to the applicable national legislation in each city (in Portugal, the tax is currently only in effect in the following municipalities: Lisbon, Porto, Cascais, Gaia, and Santa Cruz (Madeira). 

The prices shown include the VAT in effect on the booking date. Any changes in the VAT rate will be automatically updated and added/reduced to the displayed price when the stay is invoiced (arrival date). 

Any change or introduction of a new law or regulation imposed by the competent authorities will be automatically reflected and added/reduced to the displayed price when the stay is invoiced (arrival date).

6.1 Best price guarantee

All reservations made on the website www.hotelbb.com, through our contact centre service and/or through our B&B HOTELS app will show the best price with the guarantee that if a cheaper price is found on another website, on the website www.hotelbb.com, in the contact centre service or in the B&B HOTELS App we will match it.

-  From the website www.hotelbb.com: If after reservation you find a cheaper rate (without applying promotions or additional commercial discounts) on www.hotelbb.com, in the contact centre service and/or in the B&B HOTELS App, at any time and up to 72 hours before check-in, we will match the rate.

- From any other website: If you find a cheaper price online (without applying promotions or additional commercial discounts) within 24 hours of booking with B&B HOTELS and up to 72 hours before check-in, we will match the rate.

In those cases where the conditions described above are met, the customer may contact B&B HOTELS through the web contact form by selecting ‘Reservations’ and selecting the hotel concerned. 

Within a period not exceeding 72 working hours, the request will be processed and answered.  

In case of favourable resolution, we will proceed to match the price and make the corresponding refund.

7. Payment 

Payment is made by credit/debit card (only Visa, Visa Electron, Maestro and / or Mastercard) through a secure payment system.

Customers will be asked for their credit/debit card number, expiry date and CVV (numbers on the back of the card). The person staying at the hotel must be the cardholder. 

Any irregularity detected in the payment or in the form of payment (even after full payment), such as payment not obtained, incomplete or fraudulent payment, frequent illegal activity related to payment (for a reasons attributable to the customer or to the customer jointly with a third party) will lead to the cancellation of the reservation, at the customer's expense, without the need for prior notice, and without prejudice to any civil and/or criminal proceedings that may take place against the customer.

Once the booking has been confirmed and the online payment has been made or guaranteed, as applicable, the customer will receive a detailed confirmation email, which will serve as proof of payment or guarantee, as applicable, of the reservation and which will be sent to the address provided. This evidence of payment or guarantee, as applicable, must be presented at check-in. In the case of ‘non-refundable’ bookings, the signature of the cardholder used to charge the booking will be requested.

When you arrive at the hotel, an invoice for the total amount of your stay will be issued, including the tourist tax (if applicable) and you can request to include your tax identification number.

Payments by American Express or Diners cards will not be accepted (neither as a guarantee nor as payment on arrival).

An invalid credit card will automatically mean cancellation of the booking, under the same terms as for irregular or fraudulent payment.

Under the terms of article 63-E of the General Tax Law, approved by Decree-Law no. 398/98 of 17 December, it is forbidden to pay or receive cash in transactions of any kind involving amounts equal to or greater than EUR 3,000.00, or its equivalent in foreign currency.

Payments made by IRC taxable persons, as well as IRS taxable persons who have or must have organised accounts, in respect of invoices or equivalent documents with a value equal to or greater than EUR 1,000.00, or its equivalent in foreign currency, must be made using a means of payment that allows the identification of the respective recipient, namely bank transfer, nominative cheque or direct debit.

The aforementioned limit of EUR 3,000.00 is EUR 10,000.00 or its equivalent in foreign currency, whenever the payment is made by natural persons who are not resident in Portuguese territory and who do not act as entrepreneurs or traders. 

For the purposes of calculating the aforementioned limits, all payments associated with the sale of goods or provision of services are considered in aggregate, even if they do not exceed that limit if considered in instalments.

8. Complaints

Any complaints or non-conformities regarding the services provided at any of our hotels in Portugal should be communicated directly to the hotel where you are staying or to the following address: prt-info@hotelbb.com

In Portugal, consumers have access to the electronic complaints book at  https://www.livroreclamacoes.pt/Inicio/

9. Liability 

The characteristics of the room and, if applicable, the additional services are those shown on the booking. The photographs appearing on this website are not binding, as they were not taken on the day of the booking confirmed by the customer, and there may be non-substantial differences between the photographs and the reality at the time of reservation, and therefore do not entitle the customer to cancellation or modification of the contract or to any compensation.

B&B HOTELS cannot be held responsible for non-fulfilment or defective fulfilment of the booking in the event of force majeure, due to an event attributable to a third party, due to an event attributable to the customer, due to a failure in the internet network or due to refusal of payment by the cardholder's bank or any other event beyond the control of B&B HOTELS.

The use of candles and/or flammable items is prohibited in the rooms and, in general, on our premises. Any direct and/or indirect damage caused in violation of this prohibition will be the responsibility of the person who caused it.

The customer must comply with the hotel's regulations and rules of use, if any, and B&B HOTELS cannot be held responsible for any damage suffered by the customer as a result of violating them.

Customers, as guests of the hotel are subject to the rules of coexistence and standards set out in the regulations for use of the facilities of B&B HOTELS, which can be consulted in accordance with the Legal Notice and regulations for use of the facilities that are located through the following link: Internal Regulations

In turn is made available to customers, access on corporate social responsibility and CSR commitment of the group B&B HOTELS, through the following link: B&B HOTELS CSR Policy.

10. Hotel Accommodation 

Unless expressly stated otherwise, the room will be available from 14:00 on the first day of booking until 12:00 on the last day of booking. If you stay beyond 12 noon on the last day of the booking, you may have to pay additional charges, which are the sole responsibility of the client.

Pets will only be accepted in B&B HOTELS which indicates it in their specific services, guests must strictly comply with the rules contained therein. This service is subject to an extra charge.

The owner will be directly responsible for any damage, harm or inconvenience caused by the animal, whether in the hotel or to third parties, guests, employees or guests of the hotel. If the animal disturbs other guests, the hotel reserves the right to terminate the contract and terminate the customer's stay, who will not be entitled to receive any compensation or indemnity. In addition, the cost of repairing any damage caused during the stay will be immediately charged to the client.

In accordance with applicable legislation, the hotel may ask foreign guests to check in using the accommodation form. For this purpose, guests will be asked to show an identification document in order to check whether or not they should fill in the accommodation form. 

The client agrees and undertakes to use the room responsibly, in accordance with its purpose. Any behaviour contrary to the law or public order or offensive to good customs will lead the hotel management to terminate the contract and ask the client to leave the establishment without any compensation or refund (if payment has already been made).

B&B HOTELS offer free Wi-Fi access. The customer agrees not to use their electronic devices to reproduce, represent, make available or disclose to the public, intellectual property protected by copyright or a related right, without the authorisation of the holders of those rights, or in violation of those rights.

11. Overbooking and evacuation force majeure

The hotel reserves the right to transfer all or part of the guests to a hotel of equivalent category, depending on availability, solely and exclusively if the accommodation booked is not available for reasons attributable to the hotel, in the event of "overbooking", i.e. when there are more bookings than rooms available. Any extra costs (in terms of accommodation or transport) between the two hotels will be borne by the hotel originally booked by the customer.

B&B HOTELS shall not be liable for any failure to fulfil its obligations whenever is due to a force majeure or fortuitous event. Events of force majeure or acts of God are those provided for and recognised by the case law of the Portuguese courts. In this case, the hotel reserves the right to transfer all or part of the guests to a hotel of equivalent category, subject to availability.

12. Data Protection 

See B&B HOTELS Privacy Policy and Cookies Policy, available at www.hotelbb.com. 

13. Applicable Law and Jurisdiction 

These General Terms of Sale are subject to Portuguese law. In case of a conflict between the provisions of these general terms and conditions and the applicable national legislation, B&B HOTELS undertakes to apply the legislation currently in force more favourable to the customer.

Any dispute regarding the interpretation and execution of these General Terms of Sale will be the exclusive jurisdiction of the Portuguese courts that are competent under Portuguese law.

When you are a consumer, you can access the European Online Dispute Resolution Platform provided by the European Commission and available at http://ec.europa.eu/odr, for alternative out-of-court resolution of disputes that cannot be resolved between the parties, or the alternative dispute resolution body for consumer disputes in your place of residence:

Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra Tel.: 239821690. E-mail: geral@cacrc.pt;

Centro de Arbitragem de Conflitos de Consumo de Lisboa Tel.: 218807030. E-mail: juridico@centroarbitragemlisboa.pt;

Centro de Informação de Consumo e Arbitragem do Porto Tel.: 225508349; E-mail: cicap@cicap.pt;

Centro de Arbitragem de Conflitos de Consumo do Vale do Ave/Tribunal Arbitral Tel.: 253422410; E-mail: geral@triave

For more information, see the Consumer Portal at www.consumidor.pt. 

If there are no alternative dispute resolution body(ies) or the existing one(s) do not consider themselves competent due to the value of the dispute, the consumer can access the Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, located in Lisbon, with the email address: geral@cniacc.pt and available at https://www.cniacc.pt/pt/.

14. Modification of General Terms of Sale 

These General Terms of Sale may be modified at any time by B&B HOTELS. In this case, the new conditions will apply to all reservations made after the effective date of the new General Terms of Sale. We will publish the current version of these General Terms and Conditions of Sale on the website and indicate the date of the last update at the top of this page to reflect the date of the changes. Therefore, whenever you make a booking, you should read the General Terms and Conditions of Sale.

15. Legal information

For the purposes of article 104 of Decree-Law 7/2004, of 7 January, it is hereby established that the service provider is the company that operates the B&B HOTEL corresponding to the reservation (please see the attached list).

For the purposes of article 104.º of the Decreto-Lei 7/2004, de 7 de Janeiro, It is hereby established that the service provider is the company operating the B&B HOTEL corresponding to the reservation (please refer to the attached list), being a subsidiary of the B&B HOTELS Group and, in particular, a direct or indirect subsidiary of FINANCIERE B&B HOTELS, a company duly registered and existing under French law, with its registered office at 29 Boulevard Romain Rolland, 92120 MONTROUGE, France.

16. Final Provisions

If any provision of these General Terms of Sale is declared null or void, the remaining provisions will continue to apply.