Terms and Conditions

(Last updated on june 29, 2026)

I. Scope of Application

These Terms and Conditions govern the contractual relationship established between the user (hereinafter referred to as the “Guest”) and the MOOV Hotels chain, taking effect from the moment a reservation is requested and ceasing at the end of the contracted accommodation period.

In all matters not expressly regulated by these Terms and Conditions, applicable Portuguese law shall apply.

II. Formation of Contract

1. Upon submission of an accommodation reservation request, the Guest will receive a quote from MOOV. Upon confirmation of the reservation, MOOV will issue the Guest a unique reservation code, which will serve as an identifier for stay management and check-in purposes.

2. Reservations made through third parties – namely tour operators or online booking platforms – for any MOOV hotel unit will likewise result in the issuance of a reservation code, which may differ from the code issued directly by MOOV.

3. Accommodation reservation requests are not binding on MOOV and do not constitute a contractual offer on its part. MOOV reserves the right to refuse to enter into a contract and to decline to provide accommodation, at its sole and absolute discretion, without the need to provide reasons.

4. MOOV guarantees the Guest the availability of a room corresponding to the reserved category; however, the assignment of a specific unit within that category is not guaranteed.

III. Reservation Types and Cancellation / No-Show Policies

1. MOOV hotels offer three reservation types: Non-Guaranteed Reservation, Guaranteed Reservation, and Non-Refundable Reservation.

2. Non-Guaranteed Reservation – Applicable to individual reservations of up to nine rooms, with no requirement for advance payment or credit card details at the time of booking. The reservation will automatically lapse if the Guest does not make a prepayment or provide a guarantee by 2 pm. on the day before the expected check-in date, at which point MOOV will be immediately entitled to make the room available for sale to third parties. The lapse of the reservation under these circumstances does not entitle the Guest to any compensation, indemnity, or refund of any kind.

3. Guaranteed Reservation – Applicable to individual reservations of up to nine rooms, requiring the provision of valid credit card details as a guarantee, or full prepayment of the reserved accommodation.

4. Regardless of the reservation type, reservations covering five to nine rooms are subject to full prepayment of the total amount due no later than fifteen days before the arrival date. Modification or free cancellation is not permitted for such reservations.

5. Non-Refundable Reservation – A reservation type subject to immediate and full online payment at the time of confirmation, with no possibility of modification or free cancellation, regardless of when the request is made.

6. Unless otherwise stipulated by special rates, non-refundable reservations, or reservations made through third-party operators, free cancellation is permitted until 2 pm. on the day before arrival. Where the Guest has made a prepayment, MOOV will refund the full amount paid, under the applicable conditions.

7. Cancellation requested after the free cancellation deadline has expired will result in the application of the penalties set out in the relevant reservation confirmation, without prejudice to the immediate termination of the reservation. The same applies in cases of no-show, where the Guest has not cancelled within the free cancellation period.

IV. Special Conditions Applicable to Group Reservations

1. A Group Reservation is defined as a reservation of ten or more rooms for guests staying together. In addition to the general obligations set out in these Terms and Conditions, the group is bound by the specific obligations contained in this clause.

2. Upon acceptance of the reservation, the group representative will receive a detailed reservation confirmation containing, among other things, stay details – including check-in and check-out dates – applicable payment policies with respective deadlines and settlement methods, as well as specific cancellation and modification conditions. Any requests for cancellation or modification of the reservation are subject to strict compliance with the conditions set out in the relevant reservation confirmation.

3. Group Reservations are, for all purposes, treated as Guaranteed Reservations and are subject to the corresponding provisions of these Terms and Conditions.

4. The group representative is required to provide MOOV, prior to arrival at the hotel, with a complete list containing the identification and details of each guest in the group.

5. At check-in, the group will be required to provide a security deposit, the amount of which will be communicated to the group representative at the time the quote and/or reservation confirmation is sent. The deposit will be refunded using the same payment method used to provide it, following inspection of the accommodation at check-out, provided no damage or irregularities attributable to the group are found..

V. Arrival and Departure

1. Where the Guest holds a confirmed reservation, MOOV will make available a room of the reserved category from the agreed arrival date. Where the Guest contracts accommodation directly at the hotel reception, a room of the desired category will be made available subject to availability at that time. Rooms are generally available from 2 p.m. on the check-in date.

On the departure date, the Guest must vacate the room, in good condition and free of damage, by 12 p.m., the check-out deadline.

Failure to comply with the check-out deadline will result in the immediate charge of a fee equivalent to the rate in effect for that day at the hotel in question. Remaining in the room beyond the deadline will be subject to hotel availability: if available, the Guest may remain in the room for the period corresponding to the fee charged; if unavailable, the Guest will be required to pay the applicable fee and vacate the room immediately.

VI. Animals

1. The introduction and presence of animals in MOOV hotel units in Portugal is expressly prohibited, except in cases provided for by law and upon presentation of appropriate supporting documentation.

2. Failure to comply with the above will entitle MOOV to immediately terminate the contract, with the consequent obligation on the Guest to immediately vacate the premises, without entitlement to any refund of amounts paid for the contracted stay.

VII. Terms of Use

1. At check-in, all guests are required to present a valid photographic identification document, legally accepted under applicable law.

2. Unaccompanied minors – those not accompanied by their parents or legal guardians – must present an appropriate declaration issued for this purpose, as required by applicable Portuguese law.

3. Check-in is not permitted for unaccompanied guests under the age of eighteen. Throughout the stay, guests under eighteen must remain under the supervision of the accompanying adult Guest.

4. Stay management requires the mandatory indication of the reservation confirmation reference, regardless of whether it was issued directly by MOOV or by a third-party operator. Only management or information requests accompanied by a valid reference traceable in the reservation system of the relevant hotel will be considered valid. Reservations confirmed through third parties must be managed exclusively through those same third parties.

5. MOOV hotels do not provide extra beds or cots. One child up to six years of age per room is permitted, provided the child is accompanied by two adults and shares the existing bed in the room.

6. The hotel room is intended for the exclusive use of the persons named in the accommodation reservation and may not be used by third parties not identified therein.

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

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

9. The preparation of food in the room or any other area of the hotel premises – including using equipment brought by the Guest – is expressly prohibited.

10. MOOV strongly recommends that guests do not keep valuables in the room or in vehicles parked in the MOOV car park, including, by way of example, jewellery, identification documents, and cash.

11. MOOV provides an individual safe in all rooms for the storage of valuables, the use of which is the Guest’s sole responsibility.

12. MOOV accepts no liability for theft, loss, or damage to valuables – including cash, jewellery, or other belongings – occurring in the hotel room 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 the Hotel Room by MOOV

MOOV and its staff are expressly authorised to access the Guest’s room during the stay for the purposes of cleaning, maintenance, repair, or other interventions necessary for the normal operation of the hotel, without such access constituting a breach of the agreed contractual conditions.

IX. Price of Stay and Other Charges

1. The price of the stay constitutes the consideration owed by the Guest for the provision and use of the hotel room for the period between the check-in and check-out dates.

2. The applicable prices correspond to the amounts agreed between the parties or to the rates set out in the MOOV price list in force at the date of contract formation. MOOV reserves the right to adjust prices or introduce additional charges where required by law, in particular through the creation or amendment of taxes, tourist levies, or any other legally provided charges.

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

X. Payment Terms

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

2. The total price of the stay will be due and charged in full, regardless of whether the Guest makes actual use of the room during the reserved period.

3. For the purposes of clause 1 above, additional services are defined as any services not expressly included in the accommodation contract that are used or contracted by the Guest during the stay, including parking in the hotel car park, breakfast, and other complementary services made available by the hotel.

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

5. When payments are made exclusively online, instantly, through a secure payment link, or directly at reception via a payment terminal, they are processed by a third-party payment service provider, Adyen N.V.

XI. Complaints Regarding Material Defects

1. The Guest must inspect the room upon arrival and immediately notify reception of any defects or non-conformities found.

2. Defects or non-conformities arising during the stay must be reported to reception as soon as the Guest becomes aware of them, failing which they will not be taken into consideration for the purposes of MOOV’s liability.

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

4. For the purposes of this clause, only defects that objectively compromise the MOOV standard of service and quality will be considered relevant. MOOV will not be obliged to take any action in response to complaints of an irrelevant or manifestly unreasonable nature, or that do not affect the minimum level of contracted service.

5. Where MOOV is unable to repair the defect or relocate the Guest to a room of equivalent or higher category, the Guest will be entitled to terminate the contract, with full reimbursement of the price paid for the accommodation; no further compensation or indemnity of any kind shall be owed.

XII. MOOV’s Liability

1. MOOV shall only be liable to the Guest for damages or losses that directly and demonstrably result from fault on the part of MOOV or its staff in the course of their duties.

2. MOOV accepts no liability for the loss, misrouting, or interception of data provided by the Guest in connection with the electronic transmission of payment data, except where such occurrences result from fault on the part of MOOV.

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

4. MOOV shall not be held liable for delays in making the room available where such delays result from a valid, duly justified reason that makes timely fulfilment of that obligation impossible or substantially difficult.

5. For the purposes of the above, valid reasons include, by way of example, force majeure or fortuitous events, including strikes, blockades, natural disasters, as well as accidents or unforeseen occurrences in the room itself or on the hotel premises.

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

7. MOOV accepts no liability for the non-fulfilment of ancillary obligations and shall not be held responsible for any resulting damages, whether direct or indirect.

8. MOOV accepts no liability for acts or omissions attributable to other Guests of the hotel, even where such acts are capable of causing damage or loss to third parties. Damage caused by Guests to other guests or third parties is the sole responsibility of the person who caused it, and MOOV shall not be held liable on any grounds.

9. In no event shall MOOV be held liable to the Guest for loss of profits or any indirect or consequential damages, even where resulting from a breach of a principal obligation.

XIII. Duty to Notify

In the event of theft, property damage, fire, water damage, or any other occurrence capable of affecting the room or hotel premises, the Guest is required to immediately inform hotel staff and to provide all necessary cooperation to resolve the situation and minimise any damage.

XIV. Termination of the Accommodation Contract

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

2. The Guest may give notice of termination of the accommodation contract during the stay at any time; in such cases, no refund of amounts paid will be made. No modifications to the reservation are permitted after check-in.

3. Either party may terminate the accommodation contract for just cause, by immediate notice to the other party.

4. Without prejudice to the above, MOOV reserves the right to immediately terminate the accommodation contract for just cause in the following situations, by way of example: behaviour compromising the coexistence, peace, or hygiene of the establishment; intoxication by psychoactive substances or alcohol causing disruption to hotel operations; use of the room for unlawful purposes, including prostitution; offensive, threatening, or disrespectful conduct towards staff or other guests; disturbance of public order on hotel premises; history of fraudulent reservations or provision of false information; and damage to the room or hotel premises.

Termination of the contract under this clause results in the immediate obligation for the Guest to vacate the premises, without entitlement to any refund of amounts paid.

XV. Data Protection

1. The Guest is informed that their personal data will 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 — in particular the General Data Protection Regulation (GDPR) — for the following purposes: performance of the accommodation contract, provision of associated services, and the sending of commercial communications and proprietary advertising campaigns.

2. The Guest expressly authorises MOOV to engage associated companies and selected service providers for the processing of their personal data, as well as to transfer such data to entities that provide the infrastructure necessary for its storage and processing, under the terms and for the purposes described above.

3. The Guest has the right to object at any time to the processing of their personal data for advertising or commercial communication purposes, by notifying MOOV in writing at rgpd@hotelmoov.com.

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

XVI. General Provisions

1. These Terms and Conditions constitute the complete regime applicable to the Guest’s stay at the hotel and use of the room, prevailing over any prior understandings or communications between the parties regarding 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, this must likewise be in writing and signed by the issuing party.

3. MOOV reserves the right to engage third parties for the fulfilment of its obligations under the accommodation contract, while remaining fully responsible for the performance of those obligations in all cases.

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 the valid provision that most closely reflects the commercial and legal intention of the parties or, where this is not possible, by the applicable default rule under Portuguese law governing the matter in question.

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

1. General Provisions

1.1. The Moov Guest Club is the loyalty programme of MOOV Hotels, designed to reward frequent guests through the award of progressive benefits associated with different loyalty tiers.

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

1.3. In stays shared by two or more Moov Guest Club members, nights stayed may not be divided between the respective accounts.

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

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

2. Eligibility

2.1. The Moov Guest Club is open to guests aged eighteen (18) or over who stay at MOOV Hotels in Portugal, whether in a personal capacity or as a representative of a corporate entity.

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

3. Points Accumulation

3.1. Points are accumulated exclusively on the basis of nights actually stayed, and are credited to the member’s account upon completion of each night.

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

3.3. Cancelled reservations or no-shows do not entitle the member to points accumulation.

3.4. Only stays enjoyed by the individual account holder, or associated with the corresponding corporate registration, will be counted for points accumulation purposes.

3.5. Under corporate accounts, nights stayed by the entity’s employees — where the reservation was made through the corporate account — will be added to the corporate account, regardless of which employee used the stay.

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

4. Loyalty Tiers

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

– Silver: from one to fourteen points;

– Gold: from fifteen to twenty-nine points;

– Platinum: from thirty points onwards.

4.2. Tier progression occurs automatically once the member reaches the number of points corresponding to the next tier.

4.3. The Welcome Kit will be delivered to the individual member upon tier progression. For corporate accounts, the provisions of Clause 7 apply.

5. Platinum Tier Benefits

5.1. Upon progression to the Platinum tier, individual members are entitled to one complimentary night’s accommodation, to be enjoyed on the immediately following stay.

5.2. The complimentary night referred to above is subject to hotel availability and the conditions in force at the time of booking.

5.3. The complimentary night may not be converted into cash or transferred to third parties.

6. Status Validity

6.1. Moov Guest Club membership is valid for twelve months from the date of enrolment and renews automatically for successive equal periods.

6.2. If the member does not complete any reservation during the current validity period, an automatic tier downgrade will occur in accordance with the programme’s defined rules.

7. Corporate Accounts

7.1. Corporate enrolment is carried out by the entity’s responsible representative, by completing the company details in the client area, so that all reservations made by employees are associated with the corresponding corporate account.

7.2. Programme benefits are awarded to the corporate entity. Corporate accounts do not have access to benefits available to individual members, namely the birthday voucher, Welcome Kit, and complimentary Platinum night.

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

8. Programme Amendments

MOOV reserves the right to amend, suspend, or terminate the Moov Guest Club, as well as its terms, tiers, or benefits, at any time, with prior notice to members wherever this is possible and reasonable in the circumstances.

9. Cancellation of Membership

9.1. An individual member may request cancellation of their membership at any time, free of charge.

9.2. The representative responsible for the corporate account may request cancellation of the entity’s membership on the same basis.

9.3. Cancellation of membership results in the immediate and permanent loss of all accumulated points and associated benefits, with no entitlement to any compensation or refund.

10. Communications to Members

Communications addressed to Moov Guest Club members may be sent via the following channels, which are subject to change upon prior notice: SMS; electronic mail (e-mail); Newsletter (via e-mail).

11. Personal Data Protection

The personal and corporate data of members will be processed in accordance with applicable personal data protection legislation, in particular 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. Final Provisions

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

12.2. In all matters not expressly regulated by these Terms and Conditions, applicable Portuguese law shall apply.

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

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Hotels

Bookings Portugal

+351 220 407 000

Bookings CuritibaBR

+55 41 3387-8203

Bookings Porto AlegreBR

+55 51 3600-6567

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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