Terms and Conditions

(última atualização em 22 de outubro de 2026)

l. Scope of application

These Terms and Conditions govern the contractual relationship between the user (hereinafter referred to as the “Customer”) and the MOOV hotel chain. They shall take effect from the moment a booking request is submitted and shall cease to apply upon expiry of the contracted accommodation period.

12.2. Any matters not expressly governed by these Terms and Conditions shall be subject to applicable Portuguese law.

II. Formation of the Contract

1. Following the submission of an accommodation booking request, the Customer shall receive a quotation from MOOV. Upon confirmation of the booking, MOOV shall issue the Customer a unique booking reference, which shall serve as an identifier for managing the stay and completing check-in.

2. Bookings made through third parties, including tour operators or online booking platforms, for any MOOV hotel shall also result in the issuance of a booking reference, which may differ from the reference issued directly by MOOV.

3. Accommodation booking requests shall not be binding upon MOOV, nor shall they constitute a contractual offer on its part. MOOV reserves the right to refuse to enter into a contract and to provide accommodation at its sole and absolute discretion, without being required to provide justification.

4. MOOV guarantees the Customer a room corresponding to the booked category. However, the allocation of a specific room within that category is not guaranteed.

III. Booking Types and Cancellation / No-show Policies

1. MOOV hotels offer three booking types: Non-Guaranteed Booking, Guaranteed Booking and Non-Refundable Booking.

2. Non-Guaranteed Booking – This booking type applies to individual bookings of up to nine rooms and does not require advance payment or the provision of credit card details at the time of booking. The booking shall automatically expire if the Customer fails to make an advance payment or provide a booking guarantee by 2:00 p.m. on the day preceding the scheduled check-in date. MOOV shall then be immediately entitled to offer the room for sale to third parties. The expiry of the booking under these circumstances shall not entitle the Customer to any compensation, damages or refund of any amount whatsoever.

3. Reserva Garantida – Modalidade aplicável a reservas individuais de até nove quartos, mediante fornecimento de dados válidos de cartão de crédito para efeitos de garantia, ou mediante pré-pagamento integral do valor do alojamento reservado.

4. Regardless of the booking type, bookings comprising between five and nine rooms shall be subject to full advance payment no later than fifteen days before the arrival date. Such bookings may not be modified or cancelled free of charge.

5. Non-Refundable Booking – This booking type requires immediate and full online payment upon confirmation, with no possibility of modification or cancellation free of charge, regardless of when the request is submitted.

6. Unless otherwise provided for under special rates, non-refundable bookings or bookings made through third-party operators, cancellations free of charge shall be permitted until 2:00 p.m. on the day preceding the arrival date. Where the Customer has made an advance payment for the accommodation, MOOV shall refund the amounts paid in full, subject to the applicable conditions.

7. Cancellation requests submitted after the free cancellation deadline shall incur the penalties specified in the relevant booking confirmation, without prejudice to the immediate termination of the booking. The same provisions shall apply in cases of no-show where the Customer has failed to cancel within the free cancellation period.

IV. Special Conditions Applicable to Group Bookings

1. A Group Booking is defined as a booking of ten or more rooms for customers staying together. In addition to the general obligations established in these Terms and Conditions, the group shall be bound by the specific obligations set out in this clause.

2. Following acceptance of the booking, the group representative shall receive a detailed booking confirmation containing, in particular, the stay details, including check-in and check-out dates, applicable payment policies, payment deadlines and methods, and specific cancellation and modification conditions. Any request to cancel or modify the booking shall be strictly subject to the conditions stated in the relevant booking confirmation.

3. Group Bookings shall, for all purposes, be considered Guaranteed Bookings and shall be subject to the corresponding provisions of these Terms and Conditions.

4. The group representative shall be required to provide MOOV, prior to arrival at the hotel, with a complete list identifying and providing details of all guests included in the group.

5. At check-in, the group shall be required to provide a security deposit, the amount of which shall be communicated in advance to the group representative when the quotation and/or booking confirmation is issued. The security deposit shall be refunded using the same payment method used to provide it, following an inspection of the accommodation at check-out, provided that no damage or irregularities attributable to the group are identified.

V. Chegada e Partida

1. Where the Customer holds a confirmed booking, MOOV shall make an accommodation unit of the booked category available from the agreed arrival date. Where the Customer books accommodation directly at the property’s reception, an accommodation unit of the requested category shall be provided, subject to availability at that time. Check-in may generally be completed from 2:00 p.m. on the arrival date, with the following exceptions:

Moov Matosinhos Sul: from 3:00 p.m.;
Moov Apartments Boavista: from 4:00 p.m.

2. On the departure date, the Customer shall vacate the accommodation unit in a good state of repair and free from damage, observing the following check-out deadlines:

MOOV Hotels: by 12:00 noon;
Moov Apartments Boavista: by 11:00 a.m.

3. Failure to comply with the applicable check-out deadline shall result in the immediate charging of compensation equivalent to the rate applicable to the accommodation unit on that day. Remaining in the accommodation unit beyond the check-out deadline shall be subject to availability. Where availability permits, the Customer may remain in the accommodation unit for the period corresponding to the compensation charged. Where no availability exists, the Customer shall be required to pay the applicable compensation and vacate the accommodation unit immediately.

VI. Animals

1. Bringing animals into, or allowing them to remain within, MOOV hotel properties in Portugal is expressly prohibited, except in circumstances provided for by law and upon presentation of appropriate supporting documentation.

2. Failure to comply with the preceding provision shall entitle MOOV to terminate the contract immediately, requiring the Customer to leave the premises without any entitlement to a refund of the amounts paid for the contracted stay.

VII. Terms of Use

1. At check-in, all guests shall be required to present a valid photographic identification document legally accepted under the applicable legislation.

2. Minors not accompanied by their parents or legal guardians shall be required to present an appropriate authorisation document issued in accordance with applicable Portuguese law.

3. Unaccompanied persons under the age of eighteen shall not be permitted to check in. Throughout the stay, guests under eighteen must remain under the supervision of the accompanying adult Customer.

4. Management of the stay requires the mandatory provision of the booking confirmation reference, regardless of whether it was issued directly by MOOV or by a third-party operator. Only requests for booking management or information accompanied by a valid reference identifiable in the relevant hotel’s booking system shall be considered valid. Bookings confirmed through third parties must be managed exclusively through those parties.

5. MOOV hotels do not provide extra beds or cots. One child aged up to six years may stay in each room, provided that the child is accompanied by two adults and shares the existing bed.

6. Hotel rooms are intended exclusively for use by the persons identified in the accommodation booking. Use by third parties not included in the booking is not permitted.

7. The Customer undertakes to use the room and the hotel’s common areas with due care and diligence, preserving their condition.

8. The Customer undertakes to treat other guests with respect and consideration and to comply with the hotel’s internal regulations, which, where displayed, shall be deemed an integral part of the accommodation contract.

9. Preparing or cooking food in the room or any other area of the hotel premises is expressly prohibited, including through the use of equipment brought by the Customer.

10. MOOV strongly recommends that guests do not leave valuables in their rooms or in vehicles parked in MOOV car parks, including, by way of example, jewellery, identification documents and cash.

11. MOOV provides an individual safe in every room for storing valuables, the use of which shall be the sole responsibility of the Customer.

12. MOOV accepts no liability for theft, loss or deterioration of valuables, including cash, jewellery or other property, occurring in hotel rooms or inside vehicles parked in the car park, except where such events are directly attributable to fault on the part of MOOV.

VIII. Access to Hotel Rooms by MOOV

MOOV and its employees are expressly authorised to access the Customer’s room during the stay for cleaning, maintenance, repairs or other interventions necessary for the normal operation of the hotel. Such access shall not constitute a breach of the agreed contractual conditions.

IX. Accommodation Rates and Other Charges

1. The accommodation rate constitutes the amount payable by the Customer for the provision and use of the hotel room during the period between check-in and check-out.

2. Applicable prices shall correspond to the amounts agreed between the parties or to the rates set out in MOOV’s price list in force on the date the contract is entered into. MOOV reserves the right to adjust prices or introduce additional charges whenever required by law, including through the introduction or amendment of taxes, tourist taxes or any other legally established charges.

3. All prices and amounts stated in these Terms and Conditions and in the accommodation contract are exclusive of VAT at the applicable statutory rate, unless expressly stated otherwise.

X. Payment Terms

1. Upon arrival at the hotel, the Customer shall immediately pay the full amount due for the booking, including any additional services contracted, regardless of the invoicing date. Following confirmation of payment, MOOV shall provide the Customer with the room access code, which shall remain valid until the end of the contracted stay.

2. The total price of the stay shall be payable and charged in full, regardless of whether the Customer actually uses the room during the booked period.

3. For the purposes of paragraph 1, additional services shall include all services not expressly included in the accommodation contract which are used or contracted by the Customer during the stay, including car parking, breakfast and other supplementary services provided by the hotel.

4. MOOV accepts payments in euros through the following methods: bank transfer, Maestro and Visa Electron debit cards, and Visa, Mastercard and American Express credit cards. Payments by cheque or any other method not expressly listed in this paragraph shall not be accepted. .

5. Payments made exclusively online, immediately through a secure payment link, or directly at reception through a payment terminal, are processed by a third-party payment service provider, Adyen N.V.

XI. Complaints Concerning Material Defects

1. The Customer shall inspect the room upon arrival at the hotel and immediately report any defects or non-conformities to reception.

2. Any defects or non-conformities arising during the stay must be reported to reception as soon as the Customer becomes aware of them. Failure to do so may result in such matters not being considered for the purposes of establishing MOOV’s liability.

3. Where a defect in the room is confirmed, MOOV reserves the right to choose between repairing the defect or relocating the Customer to a room of an equal or higher category than that contracted.

4. For the purposes of this clause, only defects objectively capable of compromising MOOV’s service and quality standards shall be considered relevant. MOOV shall not be required to take action in response to complaints that are insignificant, manifestly unreasonable or do not affect the minimum contracted service standard.

5. Where MOOV is unable to repair the defect or relocate the Customer to a room of an equivalent or higher category, the Customer shall be entitled to terminate the contract and receive a full refund of the accommodation price paid, without entitlement to any further compensation or damages of any kind.

XII. MOOV’s Liability

1. MOOV shall only be liable to the Customer for damage or losses directly and demonstrably resulting from fault on the part of MOOV or its employees in the performance of their duties.

2. MOOV accepts no liability for the loss, misplacement or interception of data provided by the Customer during the electronic transmission of payment information, except where such occurrences result from fault on the part of MOOV.

3. MOOV accepts no liability for damage, injuries or accidents occurring inside rooms or in any other area of the hotel, except where such events result directly from fault on the part of MOOV.

4. MOOV shall not be held liable for delays in making rooms available where such delays result from a valid and duly substantiated reason that makes timely performance of that obligation impossible or substantially difficult.

5. For the purposes of the preceding paragraph, valid reasons include, by way of example, force majeure or unforeseen events, including strikes, blockades, natural disasters, accidents or unexpected incidents occurring in the room or on the hotel premises.

6. MOOV accepts no liability for acts committed by hotel employees when they are not performing their duties and are not duly identified and uniformed as company employees.

7. MOOV accepts no liability for failure to fulfil ancillary obligations and shall not be held liable for any direct or indirect damage arising therefrom.

8. MOOV accepts no liability for acts or omissions attributable to other hotel Customers, even where such acts or omissions may cause damage or loss to third parties. Damage caused by Customers to other guests or third parties shall be the sole responsibility of those who caused it, and MOOV shall not be held liable for such acts under any circumstances.

9. Under no circumstances shall MOOV be liable to the Customer for loss of profits or any indirect or consequential damage, even where arising from a breach of a principal contractual obligation.

XIII. Duty to Notify

In the event of theft, property damage, fire, water damage or any other occurrence liable to affect the room or hotel premises, the Customer shall immediately notify hotel staff and provide all necessary cooperation to resolve the situation and minimise damage.

XIV. Termination of the Accommodation Contract

1. MOOV reserves the right to terminate the accommodation contract if the Customer fails to pay the full amount due within the established deadline or fails to provide the required guarantee under the agreed conditions.

2. The Customer may notify MOOV of the termination of the accommodation contract at any time during the stay, without entitlement to a refund of amounts paid. No modifications to the booking shall be permitted after check-in.

3. Either party may terminate the accommodation contract for just cause by immediately notifying the other party.

4. Without prejudice to the preceding paragraph, MOOV reserves the right to terminate the accommodation contract immediately for just cause in circumstances including, but not limited to: behaviour that compromises peaceful coexistence, tranquillity or hygiene within the establishment; intoxication caused by psychoactive substances or alcohol that disrupts hotel operations; use of the room for unlawful purposes, including prostitution; offensive, threatening or disrespectful conduct towards employees or other guests; disturbance of public order on the hotel premises; a history of fraudulent bookings or provision of false information; and damage caused to the room or hotel facilities.

Termination of the contract under this paragraph shall require the Customer to leave the premises immediately, without entitlement to a refund of amounts paid.

XV. Data Protection

1. The Customer is informed that their personal data shall be collected, stored and processed by MOOV and may be shared with associated companies and carefully selected service providers, in accordance with applicable data protection legislation, particularly the General Data Protection Regulation (GDPR), for the following purposes: performance of the accommodation contract, provision of associated services, and the carrying out of MOOV’s own commercial communications and advertising campaigns.

2. The Customer expressly authorises MOOV to use associated companies and selected service providers to process their personal data and to transfer such data to entities providing the infrastructure necessary for its storage and processing, under the terms and for the purposes described in the preceding paragraph.

3. The Customer has the right to object at any time to the processing of their personal data for advertising or commercial communication purposes. To exercise this right, the Customer must notify MOOV in writing by email to rgpd@hotelmoov.com.

4. MOOV’s Privacy and Data Protection Policy, containing full information on data processing practices, data subjects’ rights and how to exercise them, is available at www.hotelmoov.com/rgpd/.

XVI. General provisions

1. These Terms and Conditions constitute the entire set of provisions applicable to the Customer’s stay at the hotel and use of the room, superseding any prior understandings or communications between the parties concerning the same subject matter.

2. No verbal agreements have been entered into in connection with the accommodation contract. Any amendments or additions to the contract must be set out in a written document signed by both parties. In the case of a unilateral declaration, it must likewise be recorded in writing and signed by its issuer.

3. MOOV reserves the right to engage third parties to fulfil its obligations under the accommodation contract, while remaining responsible for the full performance of those obligations.

4. The invalidity or nullity of any provision of these Terms and Conditions shall not affect the validity and enforceability of the remaining provisions. The invalid or void provision shall be replaced by a valid provision that most closely reflects the commercial and legal intentions of the parties or, where this is not possible, by the applicable supplementary provision of Portuguese law. .

TERMS AND CONDITIONS OF THE “MOOV GUEST CLUB” LOYALTY PROGRAMME

1. General Provisions

1.1. 1.1. The Moov Guest Club is the loyalty programme of MOOV Hotels, designed to reward frequent customers by granting progressive benefits associated with different membership tiers.

1.2. 1.2. Progression through the programme’s tiers is determined exclusively by the accumulation of nights actually stayed, per booking.

1.3. 1.3. Where a stay is shared by two or more Moov Guest Club members, the nights stayed may not be divided between their respective accounts.

1.4. 1.4. Programme benefits cannot be combined with other discounts, promotions or promotional codes.

1.5. 1.5. Benefits granted to individual accounts are strictly personal and non-transferable..

2. Eligibility

2.1. 2.1. The Moov Guest Club is intended for customers aged eighteen (18) or over who stay at MOOV Hotels in Portugal, either in their own name or on behalf of a corporate entity.

2.2. 2.2. Membership of the programme is free of charge and is not subject to any fees..

3. Earning Points

3.1. 3.1. Points are earned exclusively on the basis of nights actually stayed and are credited to the member’s account following completion of each overnight stay.

3.2. 3.2. Each night stayed corresponds to one point, regardless of the number of rooms booked or the number of occupants.

3.3. 3.3. Cancelled bookings and no-shows do not qualify for points.

3.4. 3.4. Only stays completed by the individual account holder or associated with the corresponding corporate registration shall count towards the accumulation of points.

3.5. 3.5. For corporate accounts, nights stayed by employees of the entity, where the booking is made through the company account, shall be added to the corporate account, regardless of which employee used the accommodation.

3.6. 3.6. Points shall be credited to the member’s account after check-out.

4. Membership Tiers

4.1. 4.1. The Moov Guest Club comprises the following tiers, determined by the total number of points accumulated:

– Silver: 1 to 14 points;

– Gold: 15 to 29 points;

– Platinum: 30 points or more.

4.2. 4.2. Tier progression occurs automatically when the member reaches the number of points required for the next tier.

4.3. 4.3. The Welcome Kit shall be provided to individual members upon progression to a new tier. Corporate accounts shall be subject to the provisions of Clause 7. .

5. Platinum Tier Benefits

5.1. 5.1. Upon reaching the Platinum tier, individual members shall be entitled to one (1) complimentary night’s accommodation, to be used during their immediately subsequent stay.

5.2. 5.2. This complimentary night shall be subject to hotel availability and the conditions in force at the time of booking.

5.3. 5.3. The complimentary night cannot be exchanged for cash or transferred to third parties.

6. Membership Status Validity

6.1. 6.1. Moov Guest Club membership shall be valid for twelve (12) months from the registration date and shall automatically renew for successive periods of equal duration.

6.2. 6.2. If the member does not complete any booking during the current validity period, their membership tier shall be automatically downgraded in accordance with the programme rules..

7. Corporate Accounts

7.1. 7.1. Corporate membership shall be registered by the entity’s responsible representative, who must complete the company details in the customer area so that all bookings made by employees are associated with the corresponding corporate account.

7.2. 7.2. Programme benefits shall be granted to the corporate entity. Corporate accounts shall not be entitled to benefits reserved for individual members, including birthday vouchers, Welcome Kits and the complimentary night offered at Platinum tier.

7.3. Benefits granted under corporate accounts may not be transferred, sold or used by third parties not authorised by Endutex Hotéis, Soc. Unip., Lda.

8. Changes to the Programme

MOOV reserves the right to amend, suspend or terminate the Moov Guest Club, including its terms, tiers or benefits, at any time, with prior notice to members whenever reasonably possible under the circumstances.

9. Cancellation of Membership

9.1. 9.1. Individual members may request cancellation of their programme membership at any time, free of charge.

9.2. 9.2. The representative responsible for a corporate account may request cancellation of the entity’s membership under the same conditions.

9.3. 9.3. Cancellation of membership shall result in the immediate and permanent loss of all accumulated points and associated benefits, without entitlement to compensation or reimbursement..

10. COMUNICAÇÕES AOS MEMBROS

Communications to Moov Guest Club members may be made through the following channels, which may be changed subject to prior notice: SMS; email; newsletter (by email).

11. Personal Data Protection

Members’ personal and corporate data shall be processed in accordance with applicable personal data protection legislation, particularly the General Data Protection Regulation (GDPR) and other applicable national legislation. For detailed information on data processing practices, please consult the Privacy Policy available at www.hotelmoov.com/rgpd/.

12. DISPOSIÇÕES FINAIS

12.1. 12.1. Participation in the Moov Guest Club implies full and unconditional acceptance of these Terms and Conditions.

12.2. 12.2. Any matters not expressly governed by these Terms and Conditions shall be subject to applicable Portuguese law.

12.3. 12.3. For any questions relating to the programme, members may contact MOOV through the communication channels available at www.hotelmoov.com

Bookings Portugal

+351 220 407 000

Bookings CuritibaBR

+55 41 3387-8203

Bookings Porto AlegreBR

+55 51 3600-6567

Bookings Portugal

+351 22O 407 000

Bookings CuritibaBR

+55 41 3387-8203

Bookings Porto AlegreBR

+55 51 3600-6567

Terms and Conditions

Moov

Destinations

Hotels

Bookings Portugal

+351 220 407 000

Bookings CuritibaBR

+55 41 3387-8203

Bookings Porto AlegreBR

+55 51 3600-6567

Language

Currency

Moov

Useful Links

Bookings Portugal

+351 22O 407 000

Bookings CuritibaBR

+55 41 3387-8203

Bookings Porto AlegreBR

+55 51 3600-6567

Terms and Conditions

Moov

Destinations

Hotels