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Frequently asked questions


HF HOTÉIS FÉNIX FAQ's


1. I will travel by car, what are the GPS coordinates to get to your hotel?
2. After arriving at the airport, how can I get to the hotel?
3. Can I pay my stay by cheque?
4. My plane arrives at 9.00 am and, therefore, I need to check in earlier. Is that possible?
5. My plane leaves at 5.00 pm and I would like to check out later. Is that possible?
6. I am travelling by car. Do your hotels have their own parking?
7. Is breakfast included on the daily price?
8. Are pets allowed?
9. Do the hotels have rooms prepared to receive clients with reduced mobility?
10. Are there areas for smokers?
11. What is the price of an extra bed?
12. Do the hotels have Wi-Fi/wireless Internet in the bedrooms and common areas?
13. Do the hotels have a place where I can deposit my luggage, since I will check out before leaving the hotel?
14. I have two underage children and I would like to know if the hotels have activities available for children.
15. I would like to organise a meeting at one of your hotels. Do the hotels have an area for meetings or other events?
16. How can I give my opinion or other impressions about your hotels?
17. I am travelling with children. Do your rooms have a microwave oven?
18. Do you have hair dryers in the rooms?
19. I will travel by plane. Do you have shuttle service from the airport to the hotels?


RESERVATION FAQ's


20. I changed my travel plans. How can I change or cancel my reservation?
21. How much will I be charged if I cancel my reservation two days before the scheduled date?
22. Are the prices presented per person or per bedroom?
23. Will I be able to benefit from an online price if I make my reservation directly with your Reservation Department?
24. Are the online prices constantly updated?






1. I will travel by car, what are the GPS coordinates to get to your hotel?

In our website you will find a menu that allows you to access a map showing the hotel location, as well as its GPS coordinates and address. Please select the hotel of your choice, and click on the link "How to get there". You will find everything you need to arrive at your destination without losing your way.

2. After arriving at the airport, how can I get to the hotel?

From the airports of Oporto and Lisbon, it is possible to get to the hotel by metro, bus, train or taxi. Please select the hotel of your choice and click on the link "How to get there".

3. Can I pay my stay by cheque?

No. We do not accept cheques as a payment method in our hotels. However, the following methods are available:
- Cash
- Visa
- Dinners Club
- MasterCard
- American Express

4. My plane arrives at 9.00 am and, therefore, I need to check in earlier. Is that possible?

Usually, the check-in time starts at 2.00 pm. However, clients in your situation are able to check in from 8.00 am to 2.00 pm upon payment of a certain amount per hour and subject to availability. Therefore, you can check in whenever it is more convenient for you.

Please note that if you arrive before 8.00 am (or leave after 5.00 pm for the late check-out) you will be charged a full day’s rate.

5. My plane leaves at 5.00 pm and I would like to check out later. Is that possible?

Yes. Despite the normal schedule for check-out being until 12.00 am, it is possible to do it later (until 5.00 pm) upon payment of a certain amount. The late check-out conditions are the same as the early check-in (please see question 4).

6. I am travelling by car. Do your hotels have their own parking?

Yes. All the hotels have private covered parking with 24 hours access where you can keep you car. These are the parking prices at the different hotels, per day:
HF Ipanema Porto / HF Tuela Porto / HF Fénix Porto – 9 €;
HF Fénix Lisboa / HF Fénix Garden – 9.90 €;
HF Ipanema Park - 11 €.

7. Is breakfast included on the daily price?

We want to offer our clients the best. For that reason, breakfast is included in almost all of our website rates. Nevertheless, you can choose a price that does not include breakfast and later pay for it separately. This way, you will pay at the different hotels, per person:
HF Ipanema Porto / HF Fénix Porto / HF Tuela Porto - 7 €;
HF Ipanema Park – 8 €.

8. Are pets allowed?

Pets are not allowed in our hotels. However, guide dogs that assist people with mobility, psychic or visual impairment are allowed.

9. Do the hotels have rooms prepared to receive clients with reduced mobility?

Yes. Our group is concerned about our clients' well-being. For that reason, all our hotels have specific bedrooms for guests with reduced mobility. Furthermore, the HF Hotéis Fénix have their own infrastructures and a set of additional support in order to serve all mobility needs.

10. Are there areas for smokers?

No. It is forbidden to smoke in every room and in the social areas of our hotels.

11. What is the price of an extra bed?

See the answer in the "Conditions" item inside the "Reservations" menu, or click here.

12. Do the hotels have Wi-Fi/wireless Internet in the bedrooms and common areas?

Internet is nowadays an essential tool. Therefore, all our hotels have free Wi-Fi Internet (wireless broadband Internet) in all rooms, meeting rooms and common areas, in addition to a business centre.

13. Do the hotels have a place where I can deposit my luggage, since I will check out before leaving the hotel?

Yes. Every hotel has a closed space where you can deposit your luggage. You can leave the hotel knowing that your belongings are safely stored.

14. I have two underage children and I would like to know if the hotels have activities available for children.

Every hotel has a babysitting service upon request, so you can enjoy your stay without being concerned about your children's safety. In addition, the HF Ipanema Park has a room fully dedicated to children, equipped with toys, books, videogame console, television, etc. Your children will love it!

15. I would like to organise a meeting at one of your hotels. Do the hotels have an area for meetings or other events?

The events area is one of our greatest ventures. We try to offer our clients the best conditions for the organisation of conferences, meetings, banquets, exhibitions, shows and presentations. This way, the HF Ipanema Park, HF Ipanema Porto, HF Tuela Porto, HF Fénix Lisboa and HF Fénix Urban hotels have versatile rooms, equipped with free Wi-Fi system and complementary technologies. For detailed information, please click on the "Events" menu after choosing your hotel.

16. How can I give my opinion or other impressions about your hotels?

Our group is concerned about its clients and their experience at the hotels. There is a specific area where you can leave your comments on our website. You can give your opinion or impression about your stay at the HF Hotéis Fénix. Click here and leave your opinion now!

17. I am travelling with children. Do your rooms have a microwave oven?

If you would like to have a microwave oven available during your stay, we advise you to book a Family room. The Family rooms are available at the HF Fénix Lisboa and HF Fénix Urban hotels in Lisbon and at the HF Ipanema Park, HF Ipanema Porto and HF Fénix Porto hotels in Oporto.

18. Do you have hair dryers in the rooms?

Yes, all rooms in our hotels have a hair dryer available.

19. I will travel by plane. Do you have shuttle service from the airport to the hotels?

Yes. You can get this service directly at this company's website.

20. I changed my travel plans. How can I change or cancel my reservation?

If you made your reservation through our website, you should change or cancel it there. Click here to do it easily and efficiently.
If the reservation was made by phone, fax or e-mail, please contact directly the Oporto's or Lisbon's reservation centres. Please click on the link "Reservation Contacts" and we will be happy to assist you!

21. How much will I be charged if I cancel my reservation two days before the scheduled date?

Cancellations made until one day before the scheduled date do not have costs for the client. After that, the first night's amount will be charged.

22. Are the prices presented per person or per bedroom?

The prices are per bedroom, per night.

23. Will I be able to benefit from an online price if I make my reservation directly with your Reservation Department?

No. In order to benefit from an online price you have to make your reservation on our website. 

24. Are the online prices constantly updated?

Yes. Our group updates the data available on the Internet daily, such as prices, hotels' availability, etc.


 

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In all the HF hotels

Reservation centre

(+351) 213 716 661 Lisbon
(+351) 226 194 100 Oporto

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