Are there any smoking areas in the hotel?
Smoking is only allowed in balconies or terraces (smoking areas).
Does the hotel have its own parking?
Yes, the hotel has parking.
Is the parking paid? What is the value?
No, the parking is free.
Is it possible to book parking in advance to guarantee it?
No, we do not make car park reservations.
Can I leave my luggage in the hotel before check-in and after check-out?
Yes. All our hotels have a room for storing luggage before check-in and after check-out.
Do rates include pool access?
With the romm fee, you have access to the indor heated pool (use of a swimming cap is mandatory), jacuzzi, sauna, Turkish bath, and gym.
What is the SPA and pool schedule?
The SPA and pool schedule is from 07h00 until 22h00.
Can I use the spa services without staying at the hotel?
Are pets allowed in the hotel?
Yes. 2 pets are allowed per room with a maximum combined weight of 15kg. The cost is 25€ per night. A deposit of €100.00 is charged to cover any damage that may occur in the room.
Does the hotel have meeting rooms?
Yes, the hotel has 4 meeting rooms with different backgrounds.
Does the hotel have weeding services?
Yes, check our services and please send us a request for more information.
Is there any lift?
Yes, there is a lift.
Are there any chargers for electric cars?
Is there any Wi-fi service in the hotel (including rooms)?
Yes. Free wifi acess in the entire hotel.
Does the hotel have lobby and public spaces?
Yes, the hotel does have lobby and public spaces.
Does the hotel have laundry and ironing service?
Yes, hotel does have laundry and ironing service.
Which activities can be booked in the reception?
Please, check with the reception the activities available in the moment.
I forgot an item at the hotel, what should I do?
Contact the hotel to search under “Lost and Found”
How does lost property work?
Reception should be contacted with the identification of the lost item, date and place by e-mail firstname.lastname@example.org.
How can I place special orders?
Contact the hotel and indicate your request to know the conditions.
Where can I find the Spa menu?
Click in the link to know the Menu https://www.meliacastelobranco.com/spa/
Does the hotel have a swimming pool?
Yes, indoor pool.
Is access to the indoor pool paid?
Does the hotel have a gym?
Does the hotel have special offers?
Click in the link to know our special offers https://www.meliacastelobranco.com/offer/
Does the hotel have a mobile app?
Is the app available on all devices?
Is it necessary to download the app?
No, access by QR Code.
In which languages is the app available?
In Portuguese, English and Spanish.
Is there a babysitting service?
Yes, upon request and prior payment.
I would like to be notified via email about promotions and special offers, what should I do?
You should ask reception to have the promotions sent to you. In any case, this link https://www.meliacastelobranco.com/pt-pt/ofertas/ will give you access to the current offers.
Does the hotel have a loyalty programme?
Yes, Meliá hotels have the Meliá Rewards programme. You can find more information at this link: https://www.melia.com/en/meliarewards.
Where can I find information about other hotels in the group?
You can find information about more hotels of the Hoti Hoteis brand here: https://www.hotihoteis.com/hotel-portfolio/.
Is the shuttle service between the airport and hotel available?
No, the shuttle service between the airport and hotel is not available.
How can I go to the city centre?
It is possible to go to the city centre by car or taxi.
What is the main rate to the airport and hotel?
The average rate from the airport to the hotel must be confirmed directly with the hotel.
What are the points of interest in the hotel area?
You can obtain this information through our Points of Interest page, and through our APP.
PRICES AND PAYMENTS
Are the rates presented per person or per room?
The rates are presented per room.
What are the payment methods for reservation made through our website?
Credit Card is the payment method for reservation made through our website.
Is the city tax charged?
It is not included. It is a city tax paid during the guest’s stay.
Is a credit card needed to make a reservation?
To book a stay on the website, a credit card is always required to guarantee the reservation. If the rate is prepaid, the amount is immediately charged to your credit card. If you choose to pay directly at the hotel, the credit card will only serve as a guarantee of the reservation and the payment will only be made at the hotel and you can choose to pay by credit card, debit or cash.
What are the available payment methods?
The payment methods available are: Mub, Visa, American Express, Mastercard, bank transfer.
Can I pay with my company’s credit card?
Yes, it is possible to pay with a company’s credit card.
Is it possible to request a bill in my company’s name?
Yes, it is possible to request a bill in my company’s name.
What means the best price guarantee?
It is on our website that you will find the best price online and exclusive benefits.
What is included in the booking price?
Accommodation, buffet breakfast, indoor swimming pool (with mandatory use of swimming cap), sauna, Turkish bath, gym, private outdoor car park and wireless internet.
Do I have to pay tax on the prices shown?
No, the prices shown have VAT included at the legal rate in force.
Is breakfast included in the price?
If I book by credit card, when is the amount withdrawn?
If your rate is non-refundable it will be charged at the time of booking, if it is refundable it will only be withdrawn on the day of check in.
Can I pay at the hotel with a different card than the one I booked with?
Yes, if the cardholder is the same.
Can I benefit from an online rate by booking directly with the reservations department?
Yes, just mention the rate and where you found it.
I have not received my receipt, what should I do?
Contact the hotel reception by e-mail email@example.com.
What is the check-in schedule?
Check-in is normally at 15h. For an early check-in, gests must contact the hotel for availability. Additional fees may be applied.
What is the check-out schedule?
The check-out is made until 12h. For late check-out, guests should contact the hotel to consult availability. Additional costs might be added. In case it is part of a campaign, late check-out conditions are not ruled by this procedure.
Late check-in. Is it possible to do check-in until what time?
Late check-in is on demand and upon availability.
Is the reception open 24h?
Yes, the reception is opened 24h.
What documents are required for check-in?
Valid identification document for all guests (passport or citizen card) and credit card.
If I am allergic to an ingredient, when and where do I inform?
You must inform the hotel together with your booking or the reception at the time of your check-in.
Is it possible to send my CV to join the hotel’s team?
Yes, please send your cv to: firstname.lastname@example.org.
How to book directly with the hotel?
Reservations can be done through online booking engine. As an alternative contact us through e-mail (email@example.com) or telephone: (+351 272 349 280).
How to cancel or change a reservation made through our website?
Check the reservation conditions and site cancellation.
How to reserve a cradle?
Please send an email with the request.
How should I guarantee a room with a single bed or a double bed?
A room with single bed or a double bed is upon availaibility and request.
How to do a group reservation?
How to guarantee a room in a higher floor?
A room in a higher floor in upon availaibility and request.
What are the advantages of booking directly through the hotel’s website?
The advantages of booking directly throught the hotel’s website are: More acessible fee, more quick.
How do I receive the booking confirmation?
After completing the booking process, you will receive a confirmation email to the indicated email address.
I lost the email with the booking confirmation what should I do?
We advise you to contact the hotel by phone or email. However, it is not mandatory to present the booking confirmation at the time of check-in, it is sufficient to present an identification document that matches the name under which the booking was made.
How do I book a handicap room?
To book a handicap room, we advise you to contact the hotel by phone or email.
Can I book a room for day use?
Yes. For availability, contact the hotel.
What is full board? What about half board?
Full board includes, in addition to breakfast, two meals a day (lunch and dinner). Half board includes only one more meal per day, usually dinner, in addition to breakfast.
If I book online, can I make changes with the hotel by phone?
Any changes to the booking must be made directly with the organisation you used to make the booking.
How can I access the current campaigns?
You will find the current campaigns on this link https://www.meliacastelobranco.com/pt-pt/ofertas/. Alternatively, you can also check the reception by e-mailing firstname.lastname@example.org.
What are the cancellation policies?
The cancellation policies vary according to the rate contracted, depending on whether it is a cancellable rate or not.
What is the deadline for cancelling my booking?
It depends on the contracted rate. For more information, please consult the conditions of your booking.
What does non-cancellable mean?
It means that once you have made the payment required to validate your booking, you are not entitled to a refund.
What does refundable rate mean?
It means that the reservation can be cancelled, free of charge, up to a certain number of days before arrival, depending on the contracted rate. Please check the rate booked to find out how many days before arrival you can cancel free of charge.
What does non-refundable rate mean?
It means that the reservation must be paid in full during the booking process and therefore there is no right to a refund or amendment, even if there is a cancellation.
How do I book a cot/extra bed? Is there an extra cost?
Booking a cot or extra bed is subject to availability and requires a request to reception. Cots are free of charge and extra beds have a variable cost depending on age.
Can I book more than one room?
Yes, please select the number of rooms you require when booking.
How can I make a booking for events or meetings?
Please contact us at email@example.com and explain your request.
Can I book a room on the same day?
Yes, subject to availability.
Can I change the booked hotel?
Not directly. To book another hotel, you will need to cancel the booking at the original hotel and rebook at the hotel you prefer.
If I do not show up at the hotel on the date of the stay, without prior notice, will I be charged the full amount of the stay?
This information is available in the booking description and depends on the contracted rate. Generally, for cancellable rates, only the first night is charged, and for non-cancellable rates, the entire stay is charged.
Is it safe to make a booking on the website?
Yes, it is absolutely safe to book on our website.
Does breakfast have gluten-free products?
Yes, the breakfast does have gluten-free products.
What are the available menús and what are the different types of cuisine?
À la carte service and daily buffet at dinner with international and regional cuisine.
Does breakfast have lactose-free milk?
Yes, the breakfast does have lactose-free milk.
Where can I find the Restaurant menu?
Click in the link to know the Menu https://www.meliacastelobranco.com/hotel#restaurant-bar
Where can I find the bar menu?
Click in the link to know the Menu https://www.meliacastelobranco.com/hotel#restaurant-bar
Can I use the restaurant’s services without being a guest?
Does the restaurant have vegetarian options? Vegan?
Is there any rooms for guest with reduced mobility?
Rooms for guests with reduced mobility are available. Our employees are always ready to help you.
Do rooms have minibar?
Yes, rooms do have minibar.
Are there any connecting rooms?
Yes, there are connecting rooms in the hotel.
Is it possible to request extra pillows and sheets?
Yes, is possible to request extra pillows and sheets.
Does the hotel have room service? What is the schedule?
Yes, the hotel does have room service, and the schedule is from 07h30 until 24h.
Do rooms have balcony?
Yes, rooms do have balcony.
What are the different types of room available in the hotel?
The different types of room available are: Twin standard, twin superior, double standard, superior and suite.
Do rooms have carpet?
Yes, rooms do have carpet.
Do rooms have air-conditioner?
Yes, rooms do have air-conditioner.
Is there any wake-up call service in the hotel?
Yes, there is a wake-up call service in the hotel. Please request on the reception.
Do rooms have shower or tub?
Rooms do have a tub.
Are the televisions in the rooms SmartTv?
Do the rooms have a hairdryer?
What amenities (shower cap, shampoo, etc) are provided in the room?
Shampoo, shower gel, conditioner, body cream and shower cap.
HEALTH & SAFETY
Has this hotel received the “Clean & Safe” stamp from Turismo de Portugal (official tourism body)?
Yes, this hotel received the “Clean & Safe” stamp from Turismo de Portugal, which certifies compliance with the recommendations of the Direção-Geral de Saúde (official health body).
What are the procedures implemented to ensure health and security in the hotel?
Several procedures have been implemented to ensure health and security at the hotel. For more information see our information page here.