Booking Policy
When does this Booking Policy apply?
This policy applies to all reservations made directly with Hotel Coquille for remote bookings, that is, when the guest is not physically at the hotel—whether via phone, WhatsApp messages, the chat on hotelcoquille.com, Instagram Direct (@hotelcoquille), or any other messaging platform that Hotel Coquille may use. However, it does not apply to online reservations made through third-party websites (such as booking.com and similar), nor to the hotel’s own online reservation system on our website.
Online reservations made 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 review the policies that apply to the rate you have chosen. This Reservations Policy also does not apply to group or excursion bookings.
About Our Prices
Our daily rates vary according to the time of year, the type of apartment, and the number of guests. They also vary depending on the booking channel (directly with our reception, via email, or through third parties) and especially on how far in advance the reservation is made (there may be discounts for reservations made well in advance). Occasionally, we launch flash promotions or unusual promotional periods, always publishing the applicable conditions on our website (hotelcoquille.com.br) – sometimes we offer different rates for stays from Sunday to Friday in the low season, or for special periods relevant to a particular city (municipal holidays).
Our complete Tariff list is always available at Reception.
Promotions will never be cumulative. However, we guarantee the lowest announced rate (as long as it is directly published by us, on our website, or in print), provided that all published conditions are respected. We do not guarantee or maintain rates published by third parties (including Affiliations and Partnerships). Such rates will be guaranteed by those channels, under the conditions they present, for reservations made through them. Any negotiations that may take place by email are personal and non-transferable. When making an online reservation, including through third-party links provided on our website, please pay attention to the exclusive conditions for this type of reservation. Both the rates and the cancellation terms may vary.
About the Booking Process
There are two types of lodging:
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Walk-in
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Check-in
Walk-in lodging is less common. It occurs when the guest has not made a reservation and therefore does not have a guarantee that an apartment will be available on the day of arrival.
Check-in lodging occurs when a reservation has been made with a Guarantee Deposit. The Guarantee Deposit can be made through bank deposit, bank transfer, credit card debit, or any other mutually agreed method (e.g., PayPal). Typically, a deposit of 50% of the total lodging cost is requested, with the remaining balance split into up to two interest-free installments on any credit card. However, promotional installments in more payments via credit card may be offered on the full amount of the reservation.
To ensure the security of the Reservation Process, the Hotel reserves the right not to accept reservations very close to the scheduled stay period (the check-in day). In such cases, lodging services will only be provided once the guest is physically present at the Hotel Reception.
In the case of refunds within the limits set forth in the 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 payment was received, that is:
For payments by credit card, through full or partial refunds of debits made on the card provided;
For payments in PIX through a refund of the PIX made;
For cash payments, via PIX transfers to the account of the reservation holder. When the reservation holder is not the payer, the refund will be made to the payer, to the same issuing account.
Returns will occur during business hours, within 3 business days , from the request, provided that the necessary data has been correctly provided.
From Confirmation:
Hotel Coquille will issue, whenever requested, a Reservation Guarantee Voucher via email or WhatsApp, in the name of the reservation holder, which will include all the agreed conditions (type of apartment(s), check-in and check-out dates, amounts paid and to be paid (if any)).
IMPORTANT NOTES:
We require 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 children or adolescents as guests when accompanied by at least one parent or guardian. The ECA prohibits in its article 250:
"Hosting a child or adolescent unaccompanied by their parents or guardian, or without written authorization from them or the judicial authority, in a hotel, guesthouse, 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 ID card or passport, for example) at check-in. If the parents or guardian, if applicable, are not present, written authorization, with a notarized signature, or a court order will be required.
Authorization model for hosting children and adolescents:
About Vouchers and Special Letters of Credit
During the COVID-19 (New Coronavirus) Epidemic, we started offering the sale of 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 make matters worse, hotels and restaurants have had their licenses partially or totally suspended. In Ubatuba, for example, hotels have been closed since March 19.
For those who can help companies retain their employees and , we are offering Vouchers that can be purchased today offering benefits for future stays. The Hotel will charge the Credit Card provided, in cash or in installments, within 24 hours after the purchase. The Guest may cancel within 7 days, however, in accordance with the CDC. After this period, there is no more cancellation.
The purchase of the Voucher will generate a Special Letter of Credit, for use within a year and a half and with a higher printed value than the amount paid, according to the conditions at the time of purchase.
Glossary:
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Reservation Confirmation Date: Date on which the Reservation Guarantee Deposit is made (via deposit or bank transfer), the Data is sent for debiting by Credit Card or any other agreed payment method.
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Daily rate: Period between check-in time and check-out time the following day
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No-Show: Failure of the guest to appear at the Hotel within 24 hours of the first night's stay without requesting cancellation of the reservation or contacting the Hotel within this period. In the event of a No-Show, the reservation will be cancelled and the apartment will be released for new reservations.
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Check-in: First day's check-in time
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Check-out: End time of the last day
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Low Season: Period between 01/03 and 30/11, except National Holidays
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High Season: Period between 11/30 and 03/01 and National Holidays (for example, May 1st, Easter, Tiradentes, September 7th, week of October 12th, November 2nd, November 15th, Christmas, New Year).