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Deposit / Guarantee Policies

Policy applicable on dates: 1/27/2026 - 1/31/2026
2/14/2026 - 2/17/2026
7/1/2026 - 7/31/2026
12/18/2026 - 12/25/2026
1/4/2027 - 1/31/2027
2/5/2027 - 2/9/2027
7/1/2027 - 7/31/2027
12/17/2027 - 12/25/2027
1/4/2028 - 1/31/2028

To confirm your reservation, we ask for the TOTAL advance payment that will be debited 30 days before the check-in date. If you have entered your credit card details before this deadline, please understand that we request this data as a guarantee of the reservation so that on the date agreed above we can process the transaction on your card. We accept payment in installments for reservations that have a minimum amount of R$ 400.00. We pay up to 6 interest-free installments on Visa, MasterCard, Amex Dinners or Elo cards. We do not accept other flags. In cases of reservations with a third party card (cardholder will not stay at the reservation), the cardholder must send a signed Guaranteed Reservation Term, together with a copy of the front and back of the identity document and credit card informed in the Term. Prepaid and/or guaranteed amounts will not be refunded. If there is a balance of values, we will analyze the possibility of granting credit in a future accommodation. ATTENTION! The Carmel Hotels group reserves the right to request additional documents at check-in to comply with the anti-fraud control requirements of credit card operators: the credit card used in the purchase and the ID of the cardholder. In cases of lodging purchases made for third parties, the cardholder must complete and sign an authorization (Reservation Term) that will be sent in advance to the reservations department. If the requested documents are not presented, the buyer agrees that the hotel may, at its discretion, cancel the reservation and refund the amounts to the credit card used for the purchase.

Policy applicable on dates: 12/26/2026 - 1/3/2027
12/26/2027 - 1/3/2028

To confirm your reservation, we ask for the TOTAL advance payment that will be debited 60 days before the check-in date. If you have entered your credit card details before this deadline, please understand that we request this data as a guarantee of the reservation so that on the date agreed above we can process the transaction on your card. We accept payment in installments for reservations that have a minimum amount of R$ 400.00. We pay up to 6 interest-free installments on Visa, MasterCard, Amex Dinners or Elo cards. We do not accept other flags. In cases of reservations with a third party card (cardholder will not stay at the reservation), the cardholder must send a signed Guaranteed Reservation Term, together with a copy of the front and back of the identity document and credit card informed in the Term. Prepaid and/or guaranteed amounts will not be refunded. If there is a balance of values, we will analyze the possibility of granting credit in a future accommodation. ATTENTION! The Carmel Hotels group reserves the right to request additional documents at check-in to comply with the anti-fraud control requirements of credit card operators: the credit card used in the purchase and the ID of the cardholder. In cases of lodging purchases made for third parties, the cardholder must complete and sign an authorization (Reservation Term) that will be sent in advance to the reservations department. If the requested documents are not presented, the buyer agrees that the hotel may, at its discretion, cancel the reservation and refund the amounts to the credit card used for the purchase.

On other dates:

We will charge 1 night's stay 3 days before the check-in date. The remaining amount must be paid on the day of check-in. Amounts paid in advance are non-refundable. In compliance with the anti-fraud control requirements of Credit Card Operators, we will request the physical credit card used for the purchase along with your identification document. We do not accept third-party cards, with the exception of spouses and first and second degree relatives. We will require the Guaranteed Reservation Term to confirm the reservation and documents proving the relationship. If the documents are not presented, we may cancel the reservation and refund the amounts to the credit card used for the purchase.

Cancellation Policies

Policy applicable on dates: 1/27/2026 - 1/31/2026
2/14/2026 - 2/17/2026
7/1/2026 - 7/31/2026
12/18/2026 - 12/25/2026
1/4/2027 - 1/31/2027
2/5/2027 - 2/9/2027
7/1/2027 - 7/31/2027
12/17/2027 - 12/25/2027
1/4/2028 - 1/31/2028

We accept free cancellation or changes up to 30 days prior to check-in date. After this limit, the TOTAL amount of the reservation will be charged as a fine that cannot be refunded or granted credit. In case of no-show or early departure, the total amount of the reservation will be charged as a non-refundable or non-creditable fine. We do not refund amounts already paid.

Policy applicable on dates: 12/26/2026 - 1/3/2027
12/26/2027 - 1/3/2028

We accept free cancellation or changes up to 60 days prior to check-in date. After this limit, the TOTAL amount of the reservation will be charged as a fine that cannot be refunded or granted credit. In case of no-show or early departure, the total amount of the reservation will be charged as a non-refundable or non-creditable fine. We do not refund amounts already paid.

On other dates:

We accept free cancellation or changes up to 3 days before the check-in date. After this limit or in cases of no-show, the amount corresponding to the first night of the reservation will be charged as a fine that cannot be refunded or credit granted. In case of early departure, the amount used in the reservation will be charged plus one night of the reservation as a fine, with no refund or granting of credit. We do not refund amounts already paid.