1. When confirming your reservation, you will be deemed to have complied with all the rules and policies described here, as well as the Internal Regulations/Contract.
2. The balance of your reservation must be paid at check-in. Consumption during accommodation can be paid at check-out.
3. The reservation confirmation issued by the Hotel Tarobá reservation center or through other channels through which you booked, will be your check-in voucher and will contain confirmation of values ​​and number of people, including babies and children. Presenting and delivering the voucher is important at check-in, whether printed, digitally via email or WhatsApp.
4. The 10% service charge and the current tourist tax are optional and are not included in the reservation price. It is standard in hotels, as well as in restaurants, and will be divided between the team that served them (service fee) and passed on to improvements in the city's tourism (tourist tax).
5. We reserve the right to refuse or cancel pre-bookings or confirmed reservations, whether due to system or human error, as described below.
6. Your credit card details may be used, even after check-out, to pay for expenses, consumption, tours, fines or damages generated during your stay.
7. If your night ends and you do not show up on time for your departure and your apartment is needed to accommodate another guest who is about to check in, the hotel will, in two people, organize your items and remove them from the apartment, everything will be documented via photos and/or videos to be able to report if any questions arise.
8. When the type of bed is not specified in the reservation, whether double or single, the exchange may take up to 24 hours and will depend on the property's availability.
9. We are constantly renovating and adapting for the greater comfort of our guests. Give us your tips!

2.1 Documents required for check-in

You must present:

2.1.1 Reservation voucher issued and sent to your email by the agency or website where you booked.

2.1.2 Original identity documents for all guests to check in (ID, CNH or Passport). They will be copied or photographed by reception.
 Are you a minor or will you be traveling with children under 16? Presentation of minors' identity documents at check-in is mandatory, as is travel authorization, if necessary. If one of the parents is absent, it is necessary to present a handwritten accommodation authorization, signed by the absent parent and notarized at the time of check-in. If neither parent is present, authorization must be presented by a judge at the request of the parents. “The accommodation of children or adolescents in a hotel, motel, boarding house or similar establishment is prohibited, unless authorized or accompanied by their parents or guardian” – See exceptions in Title III, Chapter II, Sections II and III, Articles 82 and 83 of the Child and Adolescent Statute. Read here: Law 8.069 of 13/07/1990.

2.1.3 Original Credit Card or Billing Authorization 

 The original credit card used to make the reservation must be presented at check-in. If the card does not belong to a guest who will be present at check-in, when making the reservation you must send an Authorization for Credit Card Charges in the name of a third party signed by the cardholder with legible copies of the credit card and ID. identity of the holder. If the card is not presented or authorization with documents is not sent in advance, the hotel will charge the reservation again at check-in and then request a refund of the previous payment. We reserve the right to request authorization to charge your credit card, even if you are the cardholder, when the value of the reservation(s) is high; or, from several accommodations on the same card; or, from several cards in the same reservation.

Attention: CaIf the documents listed above are not presented at check-in, especially documents for minors, the hotel may cancel your reservation without the right to a refund and call the police to ensure the safety of children, staff and other guests. 

2.2 Extra beds and children

2.2.1 Extra bed: Each person, whether adult, child or baby, will be considered as a “extra bed “. If they are not included in the reservation made in advance, they will be charged as adults, according to the price in force at the time of check-in.
 Children: In units and accommodations where children are accepted, 1 (one) baby or child up to 5 years old on the check-out date will be accommodated at no additional cost, as long as it is specified in the reservation or notified in advance to the hotel. It will be accommodated in existing beds in the accommodation. Crib will be complimentary subject to availability at check-in or when confirmed in writing.

a) Extra beds not included in the reservation will only be available upon advance request and must be confirmed by the reservation center in writing.

b) Extra beds not included in the deposit payment will be charged at check-in without discounts or promotions.

c) Babies and children under 5 years old who do not have a prior reservation will pay for an extra bed as an adult and will depend on the availability of accommodation to accommodate them. Accommodation upgrade or change of unit may be mandatory, as well as the costs of these changes.

d) Single beds are for a maximum of 1 person and double beds for 2 people, including babies. We do not accept or place mattresses on the floor.

**Some accommodations do not accommodate an extra bed or crib. Make a reservation in advance for all companions and avoid losing your reservation or complications at check-in!

2.3 Timetables:

1. Entrance (Check-in)*: from 14:00 pm, or according to your reservation**.
2. Departure (Check-out)*: until 11:00, or according to your reservation. After this time, an additional charge will be made.
3. Breakfast: daily from 6:00 to 10:00.
4. Reservation center: from Away a sixth from 8 am to 19 pm, Saturday from 8h to 12h. 

*We reserve the right to change schedules for operational reasons, on special dates, promotions or vouchers. Always check your voucher, booking confirmation or reception!

**The customer must notify the reservations department or Hotel reception in situations of late arrival, flight delays and other situations that may interfere with the arrival time for Check In. Failure by the customer to check-in until 3am without prior notice will be considered a NO-SHOW.

2.4 Accessibility

Our units and accommodations are flat or have ramps, including in common areas, which facilitates access for those with reduced mobility, and all are equipped with all the necessary items. Hotel Tarobá has prepared accommodation. We ask that you always consult us to find out if the desired property and accommodation is prepared to receive you or to indicate the best options according to your specific needs.

2.5 Parking

Parking is not included in the accommodation rate. To check prices, contact the reservation center.

We DO NOT reserve parking spaces. Daily rate control is carried out for vehicles that spent the night in the parking lot and charges are made at check-out.

3.1 How to pay for your reservation? We accept Deposit, Transfer, TED or PIX, Cash and Debit Card at reception, Credit Card: Visa, MasterCard, Elo, Diners Club and American Express.

 3.2 Are you the Credit Card holder? You must present the original card used to make the reservation(s) at check-in.

3.3 Are you not the holder of the card used to make the reservation? You will need to present a Cardholder Authorization. **Note: We do not accept checks.

3.4 Installments in up to 10 interest-free installments for purchases over R$2600,00! For lower amounts, pay in up to 6 interest-free installments.

3.5 Payment deadlines

3.5.1 The guest must present themselves at the Hotel reception and register their entry (check-in), by filling out the National Guest Registration Form (FNRH) with the following data: full name, CPF (passport in the case of foreigners ), identity document, full address, telephone number with area code and email;

3.5.2 Payment for the reserved nights must be made at the time of check-in or in advance via bank deposit;

3.5.3 The Hotel accepts payment of daily rates and expenses by means of cash or debit or credit card, held by the guest, of the brands to be consulted at reception;

3.5.4 Upon guest departure (check-out), excess amounts will be charged for the consumption of products and/or services during the stay at the Hotel and an Invoice will be issued;

3.5.5 Expenses that are not covered by the daily rate, such as: consumption at the bar; extra; drinks; laundry; photocopies; telephone and others will be added to the daily rates.

3.5.6 In accordance with the provisions of articles 1.467 and 1.470 of the Brazilian Civil Code of 2002, the Hotel reserves the right to retain luggage, jewelry and money in the possession of guests who do not pay their respective accounts.

Reservations will only be guaranteed upon payment of the deposit or credit card authorization within the deadlines above. Sending proof of deposit, when made, as well as authorization of charge by the card operator, are the only ways of identifying your payment. If the receipt is not sent or the card is not approved by the requested date, the reservation may be canceled in accordance with the Cancellation Policy below.

3.6 Service Fee

In chain hotels, the 10% service fee is not included in the reservation price, which will be charged at the hotel. It is standard in hotels, as well as in restaurants, it is optional and will be shared among the team that served them.

First, let's look at the RESPONSIBILITIES AND RIGHTS OF THE GUEST AND THE HOTEL

a) It is the hotel's responsibility to guarantee the reservation in the chosen accommodation category on the specific dates reserved according to the data described in the voucher, in addition to the items and infrastructure included to ensure the best guest experience, observing the policy items described here.

b) It is the guest's right to receive good service from the team, take advantage of the hotel's infrastructure and services and receive accommodation in accordance with the contract, duly sanitized.

c) It is the guest's responsibility to guarantee payment for the reservation and their presence on the specific dates reserved in accordance with the data described in the voucher, such as number of people, dates, names and ages, following the policies, rules and regulations described.

d) It is the hotel's right to charge in advance for the reservation and apply the policies, rules and regulations.

e) It is not the hotel's responsibility or the guest's right to change dates or cancel the reservation outside the deadlines established in the voucher or described here when requested due to cancellations, illnesses, accidents, weather forecast, canceled events, late arrival or any unforeseen event, when there is no control by the hotel and/or the guest over what happened or the situation. These cases, even when proven, will not be considered for cancellations or changes if outside the deadlines in the voucher policies, the website or the rules and regulations available here. Cases of Force Majeure, war and natural disaster do not exclusively fit here, whenever proven and made official by the government. 

The CANCELLATION AND RESCHEDULING POLICIES now follow. These are the cancellation and reservation change policies valid according to the channel and rates chosen:

4.1 RESERVATIONS MADE BY TRAVEL AGENCIES, OTAs, Websites and third-party stores
 The specific policies of each travel agency, third-party website, holiday club or partners will apply, such as: Booking.com, Decolar, Hoteis.com, Expedia, Hurb, CVC, Best Day, Candeias, TripAdvisor, Trivago, among several other channels. Check your reservation confirmation or voucher for valid policies and available contact methods, whether through the app, website or store where you made the reservation. Changes, cancellations and requests must be made directly through the channel through which the reservation was made or the voucher purchased.

Cancellations or date changes cannot be requested through the reservation center or directly at the hotel, who will always be available for questions and special requests. There may be differences between the policies of the hotel and the agency, so that of the channel through which the reservation was made will prevail.

4.1.1 Cancellation for reservations with advance payment

The cancellation policy instructed by EMBRATUR in accordance with Normative Deliberation No. 165/95 proceeds as follows:

•In case of early departure of the contracted daily rates, there will be no refund of the amount paid in advance.

•We do not accept cancellations, you can consult the reservations department about the possibility of leaving the credit amount paid to be used on another date within a period of 12 months.

•Notice of cancellation less than 24 hours or no show** (no show on the day of arrival), there is no refund and no right to credit.

**on the show It is a cancellation without cancellation, that is, when the guest does not show up at the hotel on the booked check-in date. The apartment will be available to the guest until the amount deposited in full nights is met (if there is a surplus, this will be retained by the hotel as a form of compensation), after this period the reservation will be cancelled.

•As our tariff changes seasonally and on holidays, the credit is in value and not necessarily in number of nights.

****The deadlines for cancellations are counted from the cancellations formalized via email or WhatsApp.

4.1.2 Cancellation of group reservations

In case of cancellation, the amount deposited in the reservation confirmation will not be refunded in cash, but in credit for accommodation.

The customer will receive credit for the full amount of accommodation in advance, as long as they choose a new date at the time of cancellation.

If there is partial cancellation of the contracted days and the customer is inside the hotel, no difference in the amount previously paid will be refunded, whether in cash or credit for accommodation.

4.1.3 Refunds

Reservations that may be accepted for cancellation paid via deposit/bank transfer (PIX, TED) or debit card: After a formal request via email, the total or partial refund will be deposited exclusively into the depositor's account within 15 calendar days .
 Reservations paid with credit cards: After a formal request via email or WhatsApp, the request for a full or partial refund will be made within 15 calendar days to the credit card operator. It will not be possible to make a refund in cash or via deposit in this case.

Note: We are responsible for canceling the purchase and requesting a refund/chargeback from the credit card company. However, the credit card issuing bank is the body that is responsible for making entries on the invoice, as well as how the credits will be made, and the term can be up to 60 (sixty days) or three invoices. Consult your bank.

4.1.4 Cancellation by the Hotel

We reserve the right to refuse or cancel confirmed reservations and/or pre-bookings, whether due to system or human error, when:

1) Do not meet the minimum value requirements, below 50% of the hotel's standard value without discounts or promotions, or below 10% of the promotional value for the dates, always considering the total number of guests, based on other similar hotels region or the network itself.

"As this is the current understanding of the jurisprudencerudeness, there is the possibility of canceling reservations by, if possible, communicating within 03 days, as long as rates similar to those of hotels of the same standard in the region are considered on public websites, where it will be proven that the value does not apply and that the published value is the result of a clear mistake, and has no intention of deceiving the consumer, as the published rate is derisory and impractical on those dates. When it is clear that there is no intentionof harming the guest, caused by system or human error, based on competitive prices, the principle of good faith in consumer relations must be considered, meaning that not only the supplier must act in good faith, but also the consumers (art. 4th, III, of the CDC). In the consumer protection system, good faith is a two-way street, therefore requiring probity from both subjects of the consumer relationship."

2) If overbooking (sales above capacity) or structural problems occur at the hotel, this must be communicated to the guest up to 72 hours after the reservation is made or at least 3 days before check-in and, whenever requested by the guest, it will be given full support to find new accommodation;

3) Exceed the number of people for the capacity of the chosen accommodation, including children and babies;

4) Informed about the arrival or bringing of animals to accommodations that do not accept them; or

5) Informed that any of the rules of the Internal Regulations will not be followed or will not be followed | Contract.

Attention, if the need for cancellation is caused by the following reasons:

* 1 and 2 – reimbursement of the amount paid will be guaranteed, according to the deadlines described above;

* 3, 4 or 5 – either by the person who booked or by the guest, and if it is outside the cancellation deadline in the specific reservation policies, there will be no refund of amounts paid and/or fines may be applied.

4.1.5 No-Show: total or partial non-attendance of the number of guests will not be refunded and its value will not be changed if there is a residue to be paid at check-in.