FAQ

Check-in is available from 3pm to 10pm and check-out must be completed by 12 noon. In case of late check-in or early check-out, we have a member of staff available 24 hours a day to assist you. If you would like to request a late check-out, please contact reception in advance.

Our service desk is open daily from 7:00 am to 10:00 pm

Our reception is open between 7:00 a.m. and 10:00 p.m. and can be contacted on +351967246764 (national mobile call), either by phone or WhatsApp. Outside reception hours, you can also contact this number for emergencies.

Yes, reservations can be cancelled or modified according to the terms of the chosen rate. Check
the cancellation policy for your specific reservation or contact us for assistance.

We accept payments by credit card, debit card, bank transfer, and cash. Please note that the
resort does not have ATM on site.

Yes, we have a heated outdoor pool at about 22 degrees and a gym available for our guests. Please check with the reception for hours and usage rules.

Yes, children are allowed, but children under 14 must be under adult supervision at all times.
The minimum age to check-in without adult supervision is 18.

Smoking is not allowed in all rooms. However, the resort has designated smoking areas. Please
consult the reception for information on the allowed smoking locations.

We are located in a natural park area and take safety very seriously. The resort follows strict fire
prevention procedures and is equipped with alarm and fire-fighting systems. Additionally, we
maintain constant communication with local authorities and are prepared to act according to
their instructions in case of an emergency. We ask all guests to follow the provided safety
guidelines and stay attentive to the resort’s instructions.

In case of medical needs, Seia Hospital is approximately 30 minutes by car from the resort, while
Guarda Hospital is about 50 minutes away. Additionally, there are pharmacy options in the
municipality of Gouveia, which may be useful for minor emergencies and medication needs. We
recommend contacting the reception for assistance and guidance in case of an emergency.

Our rooms are equipped with a coffee machine, electric kettle, tea, minibar, safe, shower gel, shampoo, hand soap, towels, bed linen and hairdryer. If you require any other items or have a special request, please contact reception.

Rooms have a small kitchenette with a sink but it is not possible to cook meals.

Yes, we provide cribs upon request and subject to availability. Extra beds are dependent of
availability of our Family Rooms. Please contact us in advance to secure your request.

Please be aware that overnight stays are exclusively for registered and paying guests. We appreciate your understanding in ensuring a comfortable and secure environment for all our guests.

Breakfast is included in our rates.

Breakfast is served from 8:00 to 10:30. If you would like to have breakfast earlier or later, please let us know in advance.

Yes, our restaurant offers a variety of dishes and we can adjust options to meet dietary needs,
such as vegan, gluten-free, and others. Please let us know your dietary preferences or
restrictions so we can accommodate them.

Yes, we accept pets with prior authorisation, subject to availability and payment of an additional fee. Animals must be kept on a leash in permitted communal areas and outdoor areas. Please contact us for further details.

Rooms are cleaned daily, always encouraging the sustainable use of towels and sheets. If you require additional housekeeping services or an extra change of sheets and towels, please contact reception and we will be happy to assist you.

The resort can arrange transportation to some local tourist attractions upon request, availability,
and additional costs. Please consult the reception for more information and transportation
options.

Yes, we offer concierge services to assist with restaurant reservations, local activities, and
tourist information. Feel free to ask for any additional assistance you may need.

Yes, Estrela Serenity provides free parking for our guests.

Yes, we have electric vehicle chargers. To ensure availability, we suggest booking a charging
slot at the reception. Our team can assist with managing the charging for your convenience.

Yes, we offer free Wi-Fi throughout the resort, including in the rooms.

No, we have chosen not to have televisions in the rooms. At our resort, we encourage guests to connect with nature, read books and socialise.
Alternatively, there is a television in our Bar area for viewing events.