Booking Policy
When does this Booking Policy apply?
This policy applies to all reservations made directly with Hotel Coquille via remote bookings, i.e., when the guest is not present at the hotel, through telephone, WhatsApp messages, chat on the hotelcoquille.com website, Instagram direct message @hotelcoquille, or any other messaging method that Hotel Coquille may use. However, it does not apply to online reservations made through third-party websites (such as booking.com and similar) or the hotel's own online booking system, available on our website. Online reservations on our website have their own booking policies, which may or may not include meals or exceptional discount conditions, such as non-refundable reservations. When making your online reservation through automated booking systems, please observe the policies that apply to the rate you have chosen. This Booking Policy also does not apply to Group and Excursion bookings.
Regarding the Tariff
Our daily rates vary according to the time of year, type of room, and number of guests. They also vary depending on how the booking was made (directly with us or through third parties) and especially on how far in advance it is made (discounts may be available for bookings made further in advance). Occasionally, we launch flash sales or unusual promotional periods, always publishing the terms and conditions on our website ( hotelcoquille.com ). Sometimes we publish different rates for stays from Sunday to Friday during the low season, or for periods of interest to a particular city (municipal holidays). The complete price list is always available at our Reception.
Promotions are never cumulative. However, we guarantee the lowest advertised price (provided it is directly from us, on our website or in print), as long as all published conditions are met. We do not guarantee or maintain prices published through third parties (including agreements and partnerships). Such prices will be guaranteed by these means, within the conditions they present, for reservations made through them. Negotiations that may occur via email, WhatsApp, or other forms of message exchange are personal and non-transferable. When making an online reservation, including through partner links provided on our website, pay attention to the exclusive conditions for this type of reservation. Both prices and cancellation conditions may vary.
From the Reservation Process
There are two types of hosting:
with walk-in, and
with check-in
Walk-in accommodations are less common. They occur when the client has not made a reservation and therefore is not guaranteed to find the apartment available on the day of their arrival.
Check-in reservations are only available when a security deposit is required. The security deposit can be made via bank deposit, bank transfer, credit card debit, or any other mutually agreed upon method (e.g., PayPal). Typically, a 50% deposit of the total accommodation cost is requested, with the remaining balance payable in up to two interest-free installments on any credit card. However, promotional installment plans with more installments may be available via credit card for the total reservation amount.
To ensure the security and smooth operation of the reservation process, the Hotel reserves the right not to accept reservations too close to the check-in date, and will only provide accommodation services upon the client's presence at the Hotel Reception.
Regarding the exceptional conditions for discounted bookings:
At the time of booking, the customer may opt for an exceptional 7% discount on the agreed price, provided that payment is made via PIX (preferably), cash, or bank deposit . Deposits must be made on the same day and will only be confirmed after bank clearance.
Payment Methods
We accept payments from major credit and debit cards, bank deposits or transfers, including Pix. The Hotel Coquille bank account details and/or Pix key will be provided at the time of booking. Once payment is made, please send proof of payment for processing and add it to your reservation. It is important to note that payments must always be made by the guests themselves, never by third parties.
Remote payments by credit card: The card must be issued in the name of one of the guests staying at the accommodation and/or a debit authorization can be made on the card (template provided by the hotel), with the submission of an image of an identity document with photo and signature, as well as an image of the front and back of the card;
Remote payments via Pix: the account issuing the payment must be in the name of one of the guests present at the accommodation.
Regarding Cancellation
Cancellation must be requested in writing (via email or the hotel's official WhatsApp, (12) 3835-1611), cancellation or changes by phone or other instant communication device will not be accepted.
The Consumer Protection Code (in Normative Deliberation No. 429 of 04/23/02) guarantees a full refund of any amount deposited if cancellation of the reservation is requested within 7 days of confirmation. However, out of respect and attention to the needs of our customers, we have created a refund policy through Credit Letters.
A Letter of Credit is a document issued by the Hotel in case of cancellation or withdrawal from reservations, valid for one year from the date the Hotel is notified. It will be issued in Brazilian Reais, deducting only the 15% cancellation fee or the no-show daily rate, if applicable (see table below). It is issued in the name of the reservation holder, but may be transferred to third parties through authorization included in the letter itself. It will be delivered to the client in person or sent by mail.
In the case of refunds within the provisions of the Consumer Protection Code (CDC), cancellation requests must be made by 11:00 AM on the day of check-in. The Hotel reserves the right to make the refund preferably in the same form in which it received the payment, i.e.:
For payments made by credit card, through full or partial refunds of charges made to the card provided;
For payments made via PIX through PIX refunds;
For cash payments, the refund will be processed via PIX transfers to the account of the reservation holder. If the reservation holder is not the payer, the refund will be made to the payer, to the same issuing account.
Refunds will be processed during business hours, within 3 business days of the request, provided that the necessary information has been correctly supplied.
Regarding the changes:
Requests to change hotel dates will follow the same deadlines and conditions described in the table above. A date change is considered a cancellation with immediate booking for another period, without necessarily requiring the issuance of a credit note, but subject to the same conditions.
IMPORTANT NOTE: Changes to periods with different tariffs will generate credits or debits as appropriate .
From the Confirmation:
Hotel Coquille will issue, whenever requested, a Reservation Guarantee Certificate via email or WhatsApp, in the name of the reservation holder, which will include all the agreed conditions (type of room(s), check-in and check-out dates, amounts paid and to be paid (if any)).
IMPORTANT NOTES:
We request payment of any remaining balance of the reservation at the time of check-in;
We do not accept checks.
According to the ECA, the Statute of Children and Adolescents (Law No. 8.069, of July 13, 1990), we only accept the accommodation of children or adolescents when accompanied by at least one parent or guardian. The ECA prohibits in its article 250:
"To harbor a child or adolescent unaccompanied by their parents or guardian, or without written authorization from them or from the judicial authority, in a hotel, boarding house, motel or similar establishment (...)"
Therefore, parents or guardians traveling with children or adolescents up to 18 years of age must present the child's birth certificate and/or photo ID (such as an RG or passport, for example) at check-in. If the parents or guardian, if applicable, are not present, a written authorization with a notarized signature or a court order will be required.
Authorization form for hosting children and adolescents:
Regarding Special Vouchers and Letters of Credit
During the COVID-19 (Novel Coronavirus) epidemic, we began offering reservation vouchers for future use. During this period of global crisis, the tourism sector has suffered the most, as people have stopped traveling due to social isolation. To worsen the situation, hotels and restaurants have had their licenses partially or totally suspended. In Ubatuba, for example, hotels have been closed since March 19th.
For those who can help businesses retain their employees, we are offering vouchers that can be purchased today, providing benefits for future stays. The hotel will debit the provided credit card, either in full or in installments, within 24 hours of purchase. Guests may cancel within 7 days, however, in accordance with the Consumer Protection Code (CDC). After this period, cancellations are no longer possible.
The purchase of the Voucher will generate a Special Credit Letter, valid for use within one and a half years and with a printed value greater than the amount paid, according to the conditions at the time of purchase.
Glossary:
Reservation Confirmation Date: The date on which the Reservation Security Deposit is made (via bank deposit or transfer), or the Credit Card details are sent, or any other agreed payment method is used.
Daily rate: The period between check-in time and check-out time the following day.
No-Show: Failure of the client to arrive at the Hotel within 24 hours of the first day's stay, without requesting cancellation of the reservation or contacting the Hotel within this timeframe. In the event of a No-Show, the reservation will be cancelled and the room will be released for new bookings.
Check-in: Start time of the first day.
Check-out: End time of the last day's stay.
Low Season: Period between March 1st and November 30th, excluding National Holidays.
High Season: Period between November 30th and March 1st and National Holidays (for example, May 1st, Easter, Corpus Christi, Tiradentes Day, September 7th, week of October 12th, November 2nd, November 15th, November 20th, Christmas, New Year).