Manage Reservations
Changes and Cancelations
Can I change or cancel my booking?
Changing or cancelling your booking depends on the terms and conditions mentioned in the rate. If your booking is cancellable, you may cancel or modify it according to the terms and conditions mentioned in the rate.
We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).
How do I change/cancel my booking?
We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).
What is the cancellation policy?
There are several cancellation categories: cancellable and changeable, changeable and non-cancellable, and non–changeable and non-cancellable. To find out which terms and conditions apply to your selected rate, check the “rate terms and conditions” or the notes provided in the promotion.
If I book online, can I call the hotel directly to modify my booking?
We recommend you call Customer Service at (+112) 669 288-7193, available via Chat/WhatsApp, or by email (access via contact request form).
What is the deadline to cancel my booking?
You will find that information in the rate terms and conditions and in the booking confirmation email.
If you cancel before the date mentioned in the cancellation policy, nothing will be charged. If you cancel after this date, you will be charged the full amount of your stay.
What does free cancellation mean?
Free cancellation means you may cancel your booking by the deadline stated in the rate terms and conditions with no associated cost.
What does non-cancellable mean?
A non-cancellable booking means it cannot be cancelled at any time, that is, the full price of the stay will always be charged. For prepaid bookings, the price paid will not be refunded. If it is a pay-later booking, the charge will be made to the credit card provided when the booking was made.
If I do not check in at the Hotel on the date of my stay, without prior notice, is the total price of the stay charged?
Yes.
Can I change the hotel that I plan to go to?
You can change your booking if it changeable and if the cancellation policy allows it. Booking terms and conditions may vary depending on the Hotel or Pousada.
Can I cancel my booking at no cost if I have medical justification?
You must provide the relevant medical documentation as an attachment to the contact request form. The request will be reviewed to determine, depending on the booking conditions, whether a cancellation without charges is possible or whether a credit can be applied to a future booking at the originally reserved property.
What happens if my flight is cancelled and I’m unable to check in at the Hotel?
The cancellation policy will be applied.