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Faqs

Common Questions

Faqs
  • Search
  • Registration
  • Communication
  • Booking Process
  • Vouchers-Oferta
  • Payments
  • Rates
  • Booking Cancellations and Changes
  • Tours/Cruises
  • Winery Experiences
  • Hotel Programs
  • Tailor-Made
  • Reviews and Ratings
  • Complaints/Disputes
  • Search
    • 1 - How do I search for activities?

      There are two ways to search for activities on the website:

       

      1st - Search Engine:
      Through the search engine, on the website's main page and on the result pages, you can directly search by activities, locations or dates, by using keywords and search filters.
      If you are searching for a specific activity, you should directly enter your description in the search box. For example, if you are searching for a wine tour in Douro, you should -type "Douro Tour", and you can also select the date or date range on the calendar.
      You can also conduct your search directly by cities, wine regions, or dates. The system will present all available options according to the criteria selected.
      In the open search, the sorting of the results respects the terms searched, in a priority way, between the words present in the titles of the experiences and the words present in the description of the activity.

      You can also filter the results in the sidebar by date, location, region, categories, subcategories, duration, price, number of people, ratings, and services. At the top of the page, you can also sort the results by price, duration, rating and featured.

       

      2nd - Menus:
      As an alternative to the search engine, you may directly select activities on the menus of the platform. At the top of the website, you will find menus with all activities available according to category, where you may select by type of experience or by wine region.

  • Registration
    • 1 - Is it necessary to be registered on the website to make a reservation?
      Yes! In order to make a reservation you must create a user account on the website.
    • 2 - What personal data is required to register?
      To register on the website and create a user account, you will need to fill out a form with your personal data, including name, e-mail and password. You can also register via your Gmail or Facebook account.
    • 3 - What operations may I perform on my “user account”?

      Through the user account you can access the reservation management field, where you can check or cancel reservations made or pending confirmation, access the message centre, or view the experiences saved in the favorites section. You can also change your personal data, add information or, request the recovery/change of your password.

  • Communication
    • 1 - Can I pose questions directly to the partners?

      Yes, the website provides a direct message feature, available on the activities web page and on the partners' institutional web page, exclusively for the exchange of information between users and service providers. Our partners are committed to respond to your requests within 48 hours. In the event you do not receive a reply to your request during this time, you should contact Portugal by Wine. Please be advised that it is strictly forbidden to carry out any booking reservations through the message centre.

    • 2 - How can I get in contact with Portugal by Wine?

      You can contact us in any of the following ways:

      - Telephone: +351 234 029 828
      - Mobile: +351 913 613 578
      - E-mail: info@portugalbywine.com 
      - Online Chat
  • Booking Process
    • 1 - Why should I book with Portugal by Wine?

      Portugal by Wine selects the best wine and food experiences in the country. The advantages of booking through the website are:

      - A simple and quick booking process;
      - The best offer in wine tourism activities;
      - Selected partners;
      - Best price guarantee;
      - Booking confirmations within a maximum period of 48 hours;
      - Direct communication with service providers;
      - Reservation management in the user field;
      - Specialized and real-time customer service;
      - Partner and activity evaluation system;
      - Newsletter with news, promotions and suggestions for activities.
    • 2 - What data is required to make a reservation?
      To make a reservation you must be registered on the platform. During the booking process you will need to fill in the necessary information, such as, the name, contact number, fiscal number and country.
    • 3 - Can I make a special request to the partner regarding the booking?

      Yes, you can submit a special request directly to the partners via the message centre. Alternatively, you can do it during the reservation process by filling in the text box in the observations section.

    • 4 - Can I make a group booking?

      Yes, during the booking process you can select the number of persons and therefore make a group booking.

      Please note that the number of places available for each activity may vary, and that special conditions for group bookings, namely discounts, may be applied. You can view this information on the page of the activity and, also, during the booking process.

    • 5 - Will my reservation be immediately confirmed?

      There are two models of booking confirmation on Portugal by Wine:

       

      1. Reservation subject to confirmation by the partner:
      A reservation request will be made and sent to the partner, with the respective data, having a maximum period of 48 hours to validate it. If the request is accepted, the reservation is confirmed, if not, the request will be cancelled. In this model, when the request is made, a pre-authorization will be placed in the payment method that you choose, and it will only be processed once the request is confirmed. If the booking request is not approved, the pending amount will be automatically released.

       

      2. Reservation with instant confirmation:
      In this model, reservations are automatically accepted and confirmed by the system. The payment will also be processed immediately.

    • 6 - How do I know if the experience is booked automatically, or it will be on request?
      1. Reservation subject to confirmation by the partner:
      Activities that require confirmation by the partner, are identified as 'Booking Request' on the button on the booking form and also during the checkout process.

      2. Reservation with instant confirmation:
      Instant bookings, are identified on the button of the booking block as 'Book'. You will also have access to this information during the checkout process.

    • 7 - Will I receive a written confirmation of my reservation?
      You will always receive a written confirmation, via e-mail, with all details regarding your reservation.
      If your reservation is subject to confirmation, you will receive an informative email, directly after pre-booking, regarding the reservation request to the partner. Once it is analyzed, you will either receive a confirmation or cancelation email.
      If you choose a reservation with instant confirmation, you will receive a confirmation email immediately after making the reservation.

      The confirmation email will also be used as a voucher. Therefore, it should be printed and handed in when redeeming the service.

    • 8 - How can I check my reservation status?

      To check your reservation status, you must access your user account and select the “Bookings” tab.

    • 9 - How far in advance should I book?
      Depending on the type of validation, the period of time necessary to make a reservation is as follows:
      - Reservations with instant confirmation, 48 hour reservation restriction;
      - Reservations with instant confirmation, 24 hour reservation restriction;

      It is not possible to make any reservation more than one (1) year in advance.
    • 10 - Can I book over the phone?
      Portugal by Wine offers an entirely online booking service, which is 100% secure and automated, and therefore, does not offer the same type of service over the phone. However, we provide service by chat, email and telephone, to clarify any doubts concerning the online booking process.
    • 11 - What is the reservation code and why do I need it?

      The reservation code can be found on the booking confirmation voucher. This number allows you to identify the reservation when communicating with a partner and with Portugal by Wine.

    • 12 - It has been 48 hours since I submitted the booking request and I still haven´t received the confirmation. What should I do?

      Our partners' commitment with Portugal by Wine is to validate the reservation requests in a maximum period of 48 hours, however, considering their working days, the confirmation period may sometimes exceed this timeframe, so you should allow a 24-hour tolerance. If you do not receive any notification after this period, you should contact Portugal by Wine, indicating your booking code.

    • 13 - Where can I find the partner´s contacts and location?

      After your reservation is confirmed, you will find the contacts and location of the partner on the confirmation email with the voucher. Until the checkout process is complete, you can communicate with the partner through our message centre. 

  • Vouchers-Oferta
    • 1 - Can I book an activity to offer to someone else?

      Yes, if you intend to book an activity to offer to another person, simply select the "Offer this Experience" option on the activity page. When booking in through this method, you will select the number of people to enjoy the experience and, when necessary, a predefined date range (whenever there are price variations throughout the year). After payment, a voucher will be issued for the respective experience, which will be sent to an email address that you provide (your own or a third party). The voucher is valid for 6 (six) months and will require a prior booking, to be made directly with Portugal by Wine, which will schedule the date with the corresponding partner, for the usufruct of the experience. You can personalise your gift voucher with a message of your choice.

      Please note, the respective invoice will be sent with your information and to your email.

       

    • 2 - How should the gift voucher scheduling be handled by the person who receives it?
      The gift voucher booking should always be made directly with Portugal by Wine, which will proceed to its validation and scheduling with the partner. Under no circumstances, the client may book directly with the partner the gift voucher.
    • 3 - What happens if I cannot book the experience I have been offered, while the voucher is still valid?
      Depends. If the person/s who received the offer are responsible for not booking the experience in due time (6 months), the voucher will expire, and the experience will not be able to be enjoyed. If the partner is responsible for the impossibility of the use of the voucher, either due to lack of availability or impossibility of executing the respective activity, the validity may be extended, or, alternatively, Portugal by Wine will provide alternative activities of a similar profile and value, to replace the activity that was offered.
    • 4 - Can I cancel the gift voucher I received and request a refund of the amount paid?
      Gift vouchers may be cancelled, as long as they comply with the requirements regarding the booking cancellation policy, and there will be a refund if the conditions for this purpose are respected. However, the cancellation of gift vouchers must always be made by the person who purchased the voucher and not by the person who will benefit from the offer.
  • Payments
    • 1 - What payment methods can I use to make a reservation?

      There are five possible payment methods made available to customers: 

      1. By credit card (Visa, Master Card) via Stripe;
      2. Through your PayPal account;
      3. By credit card (Visa, Master Card) via PayPal account;
      4. By MB Way;
      5. ATM reference (only for gift vouchers), via Easypay.

    • 2 - To make a reservation do I need to provide my credit card details?

      For credit card payments, you will need to provide your card details at the checkout page, such as card number, expiration date and CVC/CVV code.

    • 3 - Do I have to pay when I make the reservation?

      Yes, in order to proceed with the booking/booking request, the total amount of the reservation must be processed.
      In the instant booking mode, your account/card will be directly charged for the total amount of the reservation.
      If the booking is subject to confirmation, a pre-authorisation will be created in the payment method you choose, and will only be processed when and if the partner validates the booking.

    • 4 - In what currency can I pay for a reservation made on Portugal by Wine?

      The payment platform used by Portugal by Wine allows for payment in over 25 currencies, in the case of payment in a currency other than the Euro, payment will be converted at the current exchange rate.

    • 5 - Can the experience be paid on site?

      No. Payment must be issued in full on the Portugal by Wine platform during booking process.

    • 6 - Is my credit card secure?

      Yes, your credit card details will always be secure. User payment data will not be processed nor stored on the Portugal by Wine servers. In addition, both Portugal by Wine as well as their partners undertake to comply with the data protection and privacy general guidelines, in strict compliance with the Data Protection Law.

       

    • 7 - Do I have to pay for my reservation immediately?
      For reservations subject to partner confirmation: only be charged the total amount of the experience when, and if, the reservation is confirmed. At the time of the request, a pre-authorisation will be issued that will temporarily block an amount corresponding to the total value of the reservation. If the partner does not validate the booking request, the pre-authorisation will be removed within a maximum of 10 working days.

      For reservations with instant confirmation, the amount will be immediately charged, and the reservation will be confirmed.

    • 8 - My credit card was charged more than the amount of the booking. How should I proceed?

      Portugal by Wine will never charge any fees on customer cards. If you believe that a fee was incorrectly charged, please contact Portugal by Wine.

    • 9 - Who issues the invoice and how do I access it?

      It is the responsibility of Portugal by Wine to process invoicing directly to customers. You will receive, by email, the tax invoice corresponding to the amount paid for the services purchased on the platform.

  • Rates
    • 1 - Does the rate of service include applicable fees?

      Yes, all rates presented do include taxes and all applicable fees.

    • 2 - Are the rates shown per person?
      There are two price categories in the Portugal by Wine experiences:
      - Price per person;
      - Price per pack.


      In the experiences with price per person, by selecting the desired number of people, it will be shown the sum of the value, relative to the total number of people added.
      For experiences with price per pack, the amount presented is for the number of people that the respective pack includes.
      You should carefully read the booking conditions of the activity and check which of these premises is applied.

    • 3 - Are the prices shown fixed?
      Some of the experiences may vary in price according to the day of the week and the time of year.
      By selecting the desired day in the calendar on the page of the experience, you can view the final price for the activity on the intended date.
      There are also experiences, with dynamic prices, which require you to make a quotation request to the partner, stating the date, the number of people and the preferred language. In this case, the partner will send an answer to the request, via email or message centre, in a maximum period of 48 hours, where they will inform you about the availability and quotation, according to the data submitted in the request.
    • 4 - Do children pay?
      It depends on the activity and the age of the child. It is up to the partner to stipulate from what age children begin to pay for an activity and if they are to pay part or in full. Check in the activity description, or during the booking process for all information regarding the rates paid per child.
    • 5 - Are any fees paid to Portugal by Wine?

      No, the service provided by Portugal by Wine is free of charge. 

  • Booking Cancellations and Changes
    • 1 - How can I cancel or change my reservation?
      All reservations can be cancelled from your user account. To make a cancellation you must select, in your user account, the option "Bookings", then select the experience and click "Cancel Booking". The cancellation request is automatically sent to the partner, there is no need to contact them directly, unless you have a specific question about the cancellation. Remember to carefully verify the partner's cancellation policy in order to understand if it is in compliance and if there will be any associated costs.

      To change your booking, you must contact the partner directly, via the message centre, and propose the respective change.

    • 2 - If I need to cancel my reservation will there be a cancellation fee?
      Cancellation policies vary according to partner and/or activity. You need to check the cancellation or no show policy on the activities page. Notwithstanding the penalties for late cancellations, all cancellations (with the right to a refund) will incur a 5% fee, which will be deducted from the amount to be refunded.
    • 3 - How do I know my reservation has been cancelled?
      You will receive an e-mail with the booking status, informing you that your booking has been cancelled, or, you can consult your user account, in the "Bookings" option, where you will find all the information regarding your booking.
    • 4 - When and how can I be refunded?
      Portugal by Wine is responsible for processing the return of the funds, whenever a customer cancels an experience within the time limit and through the pre-established terms stipulated in the partner's cancellation policy. Refunds will be made according to the payment method used in the purchase. If the purchase was made with a credit card, the refund will be credited to the card used. If the purchase was made with PayPal or MB Way, the refund will be refunded through the respective account.
      The refund to the client will be made within a maximum period of 30 (thirty) days, except in situations where the partner delays the return of the funds to Portugal by Wine. In this situation, the refund to the client is conditioned on the return of the funds by the partner.
  • Tours/Cruises
    • 1 - Where is the meeting point for the tours/cruise activities?
      You can find the meeting point where you can join the tours/cruise on the activity page and on the confirmation email. You can also request the information directly to the partners through the message centre.
    • 2 - I am not staying at a hotel. Will the partner pick me up at my residence?
      Most partners do not provide home pick-up, therefore you must go to the meeting point indicated on the activities page. However you should always check for this information in the activity description, or, alternatively, contact the partner through the message centre for more information.
    • 3 - On what days do the tours/cruises take place?
      The available days for the tours/cruises are identified in the calendar on the activity's page.
    • 4 - Do tours/cruises offer several departure times?
      Departures times are all available on the activities page. Please note that all schedules are subject to change. In the event of this happening, you will be contacted by the partner via email or message centre the day before the scheduled event.
    • 5 - Where will I be dropped off after the tour finishes?
      It will depend on the activity and you must directly question the partner. The drop-off point for most tours is the hotel or a central location in the city where the tour began. You should confirm this information in the experience page or directly with the service provider, through the message centre.
    • 6 - What languages are available on the tours/cruises?
      The available languages are identified on the experience page. In addition, in the booking form, you must select the language in which you would like to enjoy the activity.
    • 7 - Do the activities include travel insurance?
      Yes, the tours operators working with Portugal by Wine are companies credited by Turismo de Portugal, so all of them have insurance for their tourism activities. However, due to the others limitations, we advise you to take out personal travel insurance.
    • 8 - Will I have a guide during the tour/cruise?
      On the experience page, you will find information about the programme, including whether it includes a guide.
    • 9 - Will the tour/cruise take place on rainy days?
      The tour/cruise may take place on rainy days, however, if the weather conditions are not suitable for the programme, the partner will inform you of the situation as soon as possible.
      In the event that the tour/cruise cannot take place on the date requested due to weather conditions, the activity may be rescheduled to another date, subject to the partner's availability, or alternatively the booking will be cancelled, and a full refund will be given. Please note that cancellations due to adverse weather conditions must always be made on the partner's initiative.
  • Winery Experiences
    • 1 - What kind of activities can I book at wineries?
      There are several winery experiences, from visits, wine tastings, tasting regional products, meals with wine pairings, nature and wellness programmes, harvest activities and also wine and food courses and workshops.
      You can find these types of activities in the upper menu of the platform, under "Experiences". Alternatively, you can filter the search results to find the subcategories of the experiences.
    • 2 - Can I choose the language in which I want to visit the winery?
      Yes, the wineries offer several languages for the activities, and you can consult which ones are available on the experience page. When making a booking request/booking you will be asked to select the preferred language for the activity.
    • 3 - Is there a maximum number of people per reservation?
      Yes, you should check the terms and conditions on the activities page.
    • 4 - Can I book an activity for any time of the day?
      The time slots for the activities are described on the experience page and also in the booking process.
      You must choose the desired time slot in the checkout process.  
    • 5 - Can I book more than one activity in the same winery?
      Yes. However all reservations should be made separately. Even if you book two different activities with the same service provider you will have to make two separate reservations.
    • 6 - Can children join me during the winery experiences?
      In some wineries, children are allowed to accompany their parents during the activity and may have exclusive and appropriate activities available, such as juice tasting, for example.
      You will find the information on the experience page. If you have any questions in this regard, you can contact the partner directly via the message centre.
    • 7 - Can I bring my pet?
      In most cases, pets are not accepted during the experiences. However, if a winery allows it, you will find this information on the experience page, and the activity will include the item "Pet Friendly".
      In case of doubt, you can always partner through the message centre.
  • Hotel Programs
    • 1 - How do I find out about hotel check-in and check-out time?
      The check-in and check-out times are specified in the experience pag, in the "Notes" section.
    • 2 - Can I check-in and/or check-out at a different time other than the one mentioned by the hotel?
      Early check-in and/or late check-out must be requested in advance and validated by the hotel, subject to availability.
      You can make a special request in the observations field of the booking process or, alternatively, contact the partner through the message centre.
    • 3 - Where do I find the information regarding the room typology, which is included in the accommodation programme?
      The information about the room type included in the programme is identified in the description of the experience. If you would like a different room type, you can make a special request to the partner via the message centre.
    • 4 - Can I request an extra bed for my room?
      If the room type included in the programme allows the addition of an extra bed or cot, you will find this information on the activity page, in the "Conditions" section. During the booking process, you can add these items as extras, whose price will be added to the total value of the programme.
    • 5 - Can I add one night to the accommodation programme?
      Some accommodation experiences allow one or more nights to be added to the programme. On the experience page, in the "Conditions" section, you will find information regarding extra nights, if applicable to the programme, and in the booking process you can specify how many nights you wish to add, selecting the respective extra. Please note that the extra nights will have a specific price, which will be added to the total value of the programme.
    • 6 - How do I know what facilities the hotel provides?
      You can view the information regarding the hotel in the terms and conditions, on the experience page or even contact the hotel directly through the message centre, on the platform, and ask for further information.
    • 7 - How do I know the time and/or date available for the activities included in the accommodation programme?
      Once the booking is confirmed, the partner will inform you, via email or message centre, of the times and/or dates available for the activities included in the programme.
    • 8 - How do I know if the hotel allows pets?
      In most of the cases, pets are not accepted in the hotels. Eventually, if pets are allowed, you will find this information on the experience page, and the activity will be identified as "Pet Friendly".
      In case of doubt, you can contact the hotel through the message centre.
    • 9 - What to do in the event I arrive later/earlier than the time stated in the reservation?
      You must get in contact with the hotel through the numbers stated on the confirmation email or through the message centre on the website.
  • Tailor-Made
    • 1 - How can I submit a request for a tailor-made activity?
      Portugal by Wine allows you to make a request for a tailor-made experience.
      In the upper menus of the portal, in the menu regarding the "Tailor-Made" section, you can access a specific page for custom experience requests. You can fill in and submit the form, which will be automatically sent to Portugal by Wine.
    • 2 - Do I need to have a user account on Portugal by Wine to place a request for a custom experience?
      Yes, to request a custom experience you will need to create a user account at Portugal by Wine and sign in.
    • 3 - Which information is required to submit a request for a tailor-made experience?
      To request a personalised experience you should submit the form, located in the 'Tailor-Made' section, which requires you to fill in the following fields: telephone number, country, wine regions you are interested in visiting, number of people, intended duration, preferred date for the activity, or, date range, total budget and a description of the type of experience you are looking for.
    • 4 - What kind of activities can be included in a custom programme?
      Several services and activities can be added to a "tailor-made" programme, in order to meet the clients' expectations. From wine and food tours, winery experiences, cruises, accommodation programmes, transfer services, to corporate events.
    • 5 - The tailor-made experiences are organised by Portugal by Wine?
      The tailor-made experiences are designed and organised by Portugal by Wine, based on the client's interests. The operationalisation of the programmes will be handled by Portugal by Wine's selected partners network.
    • 6 - Can I request a tailor-made programme for several days?
      Yes, Portugal by Wine can design programmes with different durations.
    • 7 - Is it possible to organise a group and/or a corporate event?
      Yes, Portugal by Wine organises events for groups and/or corporations, in a customised way, according to the requirements and expectations of each request.
    • 8 - Is there any cost for Portugal by Wine to design a "tailor-made" programme?
      No, Portugal by Wine will not charge any fee for designing a customised programme.
    • 9 - How can I book and pay for an experience organised by Portugal by Wine?
      In the quotation, sent by Portugal by Wine, you will have access to all the details of the programme, what is included and not included, the price, the payment conditions, the available payment methods and the respective cancellation policy.
  • Reviews and Ratings
    • 1 - What are the comments and evaluations?
      The reviews and ratings are opinions and evaluations given by customers of Portugal by Wine of the activities they took part of. After booking date, you may review or rate the experience directly on the page or via the email you will receive, requesting a personal review and rating of the activity and of service provider. Although this is optional, please note that customer feedback is extremely useful in the process of dealing with future customers and improving Portugal by Wine's services.
    • 2 - How do I review and rate an experience?
      After enjoying the activity, you will be asked, by e-mail, for an evaluation of your experience, regarding the activity and the partner. We will give the utmost importance to your opinion, which will be published on the activity page (unless it contains inappropriate terms, or misrepresentations, in which case it will be rejected).
      Alternatively, you can comment and evaluate the activity and the partner, directly on the experience page, in the comments section.
      If you would like to share other information with us, such as photographs of your experience, we will be happy to receive them, and may even publish them on our social networks, if you allow us that. For this, you should send us an e-mail to info@portugalbywine.com.

       

    • 3 - Can I edit a review?
      It will not be possible to edit a review after you have submitted it.
      If you need to change or delete a review after you have submitted it, please contact Portugal by Wine. 
  • Complaints/Disputes
    • 1 - How do I go about making a complaint regarding the service provided by a partner?
      Complaints and claims regarding service provided must be sent directly to partners, as Portugal by Wine is exempt from such responsibility. You can also use the activity rating and review system to show your dissatisfaction by issuing a negative critique/evaluation. 
       
      In the event the complaint or claim regards the service provided by Portugal by Wine, then you should contact us directly by email info@portugalbywine.com.
      You will also find a link at the bottom of the platform to access the company's Digital Complaints Book. 
    • 2 - In the event of a conflict with service provider or with Portugal by Wine, which entities can I contact?
      In the event of a dispute, and under the Law nº 144/2015 of 8 of September of 2015, we inform that you may resort to the following Alternative Dispute Resolution Entities:

       

      i) Provedor do Cliente das Agências de Viagens e Turismo (Travel Agencies and Tourism Customer Ombudsman), through the following contacts:
      Address: Rua Duque de Palmela, 2‐1º Dtº, 1250‐098 Lisboa
      Telephone: +351 213 553 010
      Email: provedor@provedorapavt.com
      Website: www.provedorapavt.com

       

      ii) Comissão Arbitral do Turismo de Portugal (Arbitration Committee of Tourism in Portugal) at www.turismodeportugal.pt

       

      iii) Or to any entity duly indicated in the list made available by the Consumer Protection Office at www.consumidor.pt, whose consultation we advise.

Reference currency
The prices shown are merely informative and do not link to Portugal By Wine