Support
+351 931 199 695
Phone
+351 220 407 000
Call to a domestic landline.
Bookings Portugal
Bookings CuritibaBR
Bookings Porto AlegreBR
+351 931 199 695
+351 220 407 000
Call to a domestic landline.
(last updated on March 5, 2025)
l. Scope of Application
The terms and conditions contained in this document shall apply to the relationship between the visitor (hereinafter referred to as the ‘Client’) and the MOOV hotel from the moment the booking is requested until the moment the period of accommodation at the hotel ends.
Where these Terms and Conditions do not apply, the Portuguese legislation in force shall apply.
II. Conclusion of the Contract
1. After requesting a room reservation, the Customer receives a quote from MOOV. Once the reservation is confirmed, MOOV will provide the customer with the corresponding reservation code, which will serve as identification for managing the stay and check-in.
2. Reservations made for any MOOV hotel and confirmed through third parties (tour operators and/or online platforms) will also result in the issuance of a reservation code, which may differ from the one issued directly by MOOV.
3. Room reservation requests are non-binding and do not obligate MOOV to enter into a contract with the Customer. MOOV shall always have the right to refuse to enter into a contract and to make a room available at its sole and discretionary discretion.
4. MOOV only guarantees the Customer a room in the reserved category; it does not guarantee a specific hotel room.
III. Types of Reservations and Cancellation/No-Show Policies
1. At MOOV hotels, guests can make three types of reservations: “guaranteed” reservations, “non-guaranteed” reservations, and “non-refundable” reservations.
2. “Non-Guaranteed Reservation” refers to an individual reservation (up to 9 rooms) at a MOOV hotel, without an advance payment or the provision of credit card information. This reservation will automatically expire if the guest does not check in by 4:00 p.m. on the day of arrival; in such cases, MOOV may immediately make the room available for sale. Consequently, the guest may not claim any compensation from MOOV under any circumstances.
3. “Guaranteed Reservation” refers to an individual reservation (for up to 9 rooms) at a MOOV hotel, made by providing valid credit card information or by prepaying for the reserved accommodations.
4. In any case, for reservations of 5 to 9 rooms, prepayment is required at least 15 days before the arrival date, and no free changes or cancellations are allowed.
5. “Non-refundable reservation” refers to a reservation at a MOOV hotel that requires immediate online payment and cannot be modified or canceled free of charge.
6. For any type of reservation—except for special rates, non-refundable reservations, or reservations made through third parties—free cancellation is permitted until 4:00 p.m. on the day of arrival. If the customer has paid for the reservation in advance, MOOV will refund the amounts paid.
7. If the cancellation request is made after the free cancellation period has expired, the customer will be charged a cancellation fee in accordance with the terms and conditions stated in the respective reservation confirmation, and the stay will be deemed void. The same applies in cases of no-show, if the customer did not cancel the reservation within the free cancellation period.
IV. Special Conditions Applicable to Group Reservations
1. “Group Reservation” refers to a reservation of 10 or more rooms for guests staying together. In addition to the general obligations, the “group” is bound to specifically comply with the obligations set forth in this clause.
2. Once the reservation is accepted, the group leader will receive a detailed reservation confirmation containing, in addition to the stay details (check-in and check-out dates, among others), the specific payment (deadlines and payment methods) and cancellation policies. In the event of a cancellation and/or modification, the specific conditions outlined in the respective reservation confirmation must always be followed.
3. Group reservations are considered guaranteed reservations.
4. The “Leader” must provide MOOV with a complete list containing the information for each guest before arriving at the hotel.
5. A deposit per group will be required at check-in and will be held as a security deposit. The amount will be disclosed at check-in. The security deposit will be refunded using the same payment method as the original payment after the accommodation is inspected at check-out, provided that the room is in good condition.
V. Arrival and Departure
1. If the guest has a confirmed reservation, MOOV will provide a room in the reserved category starting on the arrival date. If the guest books the room directly at the hotel front desk, a room in the desired category will be provided, subject to hotel availability. Rooms are generally available starting at 2:00 p.m.
2. On the day of departure, the Guest must vacate the room without causing any damage by 12:00 p.m. (check-out deadline).
3. If the room is not vacated by the check-out deadline, a fee equal to the hotel’s current rate for that night will be charged immediately. You will only be entitled to use the room during that period if the hotel has availability; otherwise, you must pay the fee and vacate the room as soon as possible.
VI. Animals
1. It is expressly prohibited to bring animals into MOOV hotels in Portugal, except in cases where legal exceptions are duly documented.
2. If the Guest brings animals into the hotel, MOOV shall be entitled to immediately terminate the contract with the Guest, requiring the Guest to leave the hotel without a refund of any amounts paid for the contracted stay.
VII. Terms of Use
1. At check-in, all guests will be asked to present a valid national photo ID.
2. Minors not accompanied by their parents or legal guardians must submit a valid statement, as required by current Portuguese law.
3. Children under 18 years of age must be supervised by an accompanying adult guest during their stay at the hotel. Unaccompanied minors under 18 are not permitted to check in.
4. The reservation confirmation reference number (whether provided directly by Moov or by a third party) is required for managing your stay. Requests for management or information will only be valid if accompanied by a valid reference number that can be found in each hotel’s reservation system. Reservations confirmed through third parties must always be managed through those third parties.
5. Moov Hotels do not provide extra beds and/or cribs. One child up to 6 years old is permitted per room, accompanied by two adults (and must share the bed already in the room).
6. Only the people listed on the lodging reservation are authorized to use the hotel room.
7. Guests should treat their hotel room and common areas with care and consideration.
8. The Guest must treat other hotel guests with consideration and abide by the hotel’s rules posted on the premises, if applicable, which also form part of the lodging agreement.
9. Guests are not permitted to cook food they have brought with them, either in their room or anywhere else on the hotel premises.
10. We strongly recommend that you do not leave valuables (such as jewelry, identification documents, or other items) and/or cash in your hotel room or in vehicles parked in the MOOV parking lot.
11. MOOV provides a safe in every hotel room where guests can store their valuables.
12. MOOV assumes no liability for the theft, loss, or damage of valuables such as money, jewelry, or other items if such incidents occur in the hotel room or inside vehicles parked in the parking lot.
VIII. Access to the hotel room via MOOV
MOOV and its staff shall have the right to enter the hotel room during the Client’s stay in order to carry out cleaning, repairs and similar work.
IX. Cost of the stay and other charges
1. The price of the stay to be paid by the Customer constitutes the consideration for making available the use of the hotel room for the period between arrival and departure.
2. The applicable rates are the agreed-upon prices or the rates listed in the MOOV price list in effect on the date the contract is entered into. MOOV reserves the right to adjust prices or add additional charges in the event of a legal requirement, such as the introduction of taxes, tourist taxes, or other charges established by law.
3. The fees and amounts specified in the terms and conditions and in the lodging agreement are all subject to VAT, unless expressly stated otherwise.
X. Payment Terms
1. Upon arrival at the hotel, the Guest must immediately pay the amount due for the entire reservation (including additional services), regardless of the billing date. At that time, MOOV will provide the room access code, which will remain valid until the end of the booked stay.
2. The total cost of the stay will be charged regardless of whether the Guest actually used the room.
3. Fees for additional services, as defined in paragraph 1, include, for example, charges related to the vehicle fleet, breakfast prices, and other charges that are not expressly mentioned in the lodging contract but are included in the total cost of the stay.
4. MOOV accepts payment in euros, via bank transfer, CE Maestro, Visa Electron, and the following credit cards: Visa, MasterCard, and American Express. Payments by check or other payment methods not listed above will not be accepted.
XI. Claims Regarding Material Defects
1. The guest must inspect the hotel room upon arrival and immediately report any defects found to the hotel front desk.
2. Any defects that arise during the stay must be reported to the hotel front desk as soon as the Guest becomes aware of them.
3. If a defect is indeed found in the Customer’s room, MOOV has the right to choose to repair it, relocating the Customer to another room that is at least of the same category as the one contracted with the Customer.
4. For the aforementioned purposes, only serious defects that are likely to compromise MOOV’s level of service and quality will be considered, and MOOV is not obligated to take any action in the case of complaints that are irrelevant, unreasonable, or relate to details that do not fall below the minimum level of service contracted.
5. If MOOV is unable to repair the relevant defect or to replace the Customer’s room with one of an equivalent or higher category, the Customer may only terminate the contract and receive a refund of the amount paid for the room, and may not make any further claims against MOOV on any grounds whatsoever.
XII. MOOV’s Liability
1. MOOV will be liable for the Customer’s damages or losses only when such damages or losses result from MOOV’s negligence.
2. MOOV assumes no liability for the loss of data provided by the Customer in the event of electronic transmission of payment data and shall only be liable in such cases if there is negligence on its part.
3. MOOV assumes no liability for damages or accidents occurring inside the room or anywhere else in the hotel, unless such accidents result from MOOV’s negligence.
4. MOOV shall not be held liable to the Client in the event of a delay in making the room available, provided there is a valid reason for not making the room available in time.
5. For the purposes of the preceding paragraph, valid reasons that make it impossible or more difficult to make the room available—such as, for example, strikes, blockades, natural disasters, or accidents in the room itself or at the hotel—shall be considered valid.
6. MOOV assumes no liability for acts committed by any hotel employee, unless the employee is on duty during normal working hours and is properly identified and uniformed as a company employee.
7. MOOV assumes no liability and shall in no event be held liable for failure to comply with ancillary obligations.
8. MOOV shall in no event be held liable for any act or omission by any other Guest, even if such act or omission is likely to cause damage or harm to another hotel Guest. Any and all damages caused to third parties by hotel Guests shall be the sole responsibility of such Guests and shall be entirely unrelated to MOOV.
9. MOOV assumes no liability to the Customer for any lost profits or consequential damages, even if resulting from a breach of a primary obligation.
XIII. Duty to Notify
In the event of theft or damage to property or, in the event of fire, water damage or other damage to the hotel room, the Client must immediately inform the hotel staff and do everything possible to help resolve the theft or repair the damage.
XIV. End of accommodation contract
1. MOOV has the right to terminate the lodging agreement if the Customer fails to pay the full amount of the reservation when it is due or fails to provide the required security deposit.
2. The Guest may terminate the lodging agreement at any time during their stay; however, no refunds will be issued for amounts already paid. Once check-in has been completed, no changes to the reservation are permitted.
3. Either party may terminate the housing agreement immediately for just cause.
4. MOOV reserves the right to immediately terminate the accommodation agreement for cause if the guest disrupts the peace, quiet, or cleanliness of the establishment. Reasons include drug or alcohol intoxication, use of the room for prostitution, offensive conduct toward employees or guests, disturbance of the peace, a history of fraudulent reservations, and damage to the hotel.
XV. Data Protection
1. The Customer is hereby informed that their personal data will be stored and processed by MOOV and shared with affiliated companies and selected service providers, in accordance with the law, for the purpose of fulfilling the contract, providing services, and conducting MOOV’s own advertising campaigns.
2. The Customer grants MOOV the right to use affiliated companies and selected service providers to process data, and the right to transfer such personal data, as provided for in this section, to companies that enable MOOV to store and process it.
3. The Customer has the right to object to the use of personal data for advertising purposes at any time and must, to that end, notify MOOV of this intention in writing via the email address rgpd@moovapartments.com.
4. Full details of the data protection policy are available at www.hotelmoov.com/rgpd/.
XVI. General provisions
1. The Terms and Conditions govern the Customer’s stay at the hotel and the Customer’s use of the room.
2. No verbal agreement has been reached during the course of the accommodation contract, and any changes to the contract between the parties must necessarily be made in a written document signed by both parties, unless it is a unilateral declaration, in which case it must be made in a written document signed by the issuer.
3. MOOV shall be entitled to have third parties fulfil its obligations under and within the scope of the hosting contract.
4. The invalidity of one or more of the foregoing provisions shall not affect the validity of the remaining provisions. The invalid provision will be replaced by the valid provision, as close as possible to the commercial and legal intentions of the parties or if this is not possible under current Portuguese legislation.
Moov Guest Club Loyalty Program Terms and Conditions
1. General Terms and Conditions
1. The Moov Loyalty Club aims to reward frequent customers by offering benefits associated with the different loyalty levels
2. Levels can be achieved solely through the accumulation of nights actually stayed, per reservation.
3. For a stay shared by two Moov Guest Club members, the nights cannot be split between the two accounts.
4. This program cannot be combined with other discounts or promo codes.
5. Club benefits for individual customers are personal and non-transferable.
2. Eligibility
1. The Club is intended for customers over the age of 18 who stay at Moov Hotels in Portugal on their own behalf or on behalf of a corporate entity.
2. Enrollment in the program is free.
3. Earning Points
1. Points are earned solely based on actual nights stayed—that is, only after the guest has stayed overnight at the hotel.
2. Each night spent here is worth one point
3. Only 1 point will be credited for each night stayed, regardless of the number of rooms reserved or the number of guests.
4. Cancelled reservations or no-shows do not count toward the accumulation of nights.
5. Only reservations used by the account holder or associated with the corporate account will be considered for the purpose of earning points.
6. For corporate stays, if the reservation is made through the corporate account, the nights accrued by employees will be added to the account, regardless of which employee used the stay.
7. The points will be credited to your account after you check out.
4. Loyalty Levels
1. The Moov Guest Club is organized into the following tiers, based on the total number of points earned:
– Silver: 1 to 14 points (nights)
– Gold: 15 to 29 points (nights)
– Platinum: starting at 30 points (nights)
2. Level advancement occurs automatically as soon as the guest or company reaches the corresponding number of nights.
3. The Welcome Kit will be delivered only upon upgrade to individual accounts. For corporate accounts, see item 7.
5. Platinum-Level Benefits
1. When upgrading to the Platinum, individual customers are entitled to a free night, which must be used during their next stay.
2. All offers are subject to hotel availability and the terms and conditions specified at the time of booking.
3. The offering night cannot be redeemed for cash or transferred to another person.
6. Status Validity
The Moov Guest Club subscription is valid for only 12 months from the date of enrollment and is automatically renewable.
If you have not made any reservations during this period, your membership level will automatically be downgraded.
7. Corporate Accounts
1. Registration is completed by the company representative by entering the company’s information in the customer area, so that all reservations made by employees are associated with the same company.
2. The benefits are granted to the organization, and perks such as birthday vouchers, welcome kits, and a free night’s stay at the Platinum level are not available.
3. No benefit may be transferred, sold, or used by third parties not authorized by Endutex Hotéis Soc. Unip. Lda.
8. Changes to the Program
The hotel reserves the right to modify, suspend, or terminate the Loyalty Club, as well as its terms, tiers, or benefits, at any time, upon prior notice to members whenever possible.
9. Cancellation of Membership
1. Individual customers may request cancellation of their membership at any time.
2. The corporate account administrator can request to cancel the company’s subscription the company’s membership.
3. The cancellation results in the loss of all accrued nights and associated with them.
10. Communications to Members
Communications with members of the Moov Guest Club Loyalty Program may be conducted through the following channels, which are subject to change:
– SMS
– Newsletter (via email)
11. Data Protection
Members’ personal and corporate data will be processed in accordance with applicable data protection laws.
12. Final Provisions
Membership in the Loyalty Club implies full acceptance of these Terms and Conditions.
Moov Apartment Boavista
Avenida da Boavista, 976
, 4100-112 Porto, Portugal
12865 RNET
Moov Matosinhos Sul
Avenida da República, 184
4450-241 Matosinhos
XXXX RNET
+351 931 199 695
+351 220 407 000
Call to a domestic landline.