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Reservation and Cancellation Policy

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Are you staying at a Velinn hotel or guesthouse? Know all the details.

Please read carefully some Important Information and our Reservation, Payment and Cancellation Policy.

This document forms an integral part of the Regulation | Contract - ANNEX 1

Reservation, Payment and Cancellation Policies

1 - PAYMENTS

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.
Are you the Credit Card holder? You must present the original card used to make the reservation(s) at check-in. The front will be photographed or copied to file.
Not the cardholder used to make the reservation? You will need to present a Cardholder Authorization. Find out at Documents Required for Check-in below or access the authorization clicking here.
Note: We do not accept checks at reception.

Deadlines for payment
Reservation deposits or telephone contact for credit cards must be made within the following deadlines:
? If the check-in takes 4 days or more, the payment deadline is 24 hours after the reservation is made.
? If the entry (check-in) is in 3 days or less, the deadline is 2 hours after the reservation is made. The deposit must be via PIX, TED, in cash at the bank's physical box or via transfer between the same banks. Attention: In this case, deposits with envelopes or DOCs will not be accepted. The amount must be in the account immediately after the transaction.
Reservations will only be guaranteed upon payment of the down payment or credit card authorization within the above periods. The sending of the deposit slip, when made, as well as the authorization for charging by the card operator, are the only ways to identify your payment. If the voucher is not sent or the card is not approved by the requested date, the reservation may be canceled according to the Cancellation Policy below.

Payment method according to the cancellation policy
free cancellation (see cancellation deadline at the time of purchase or on the voucher)
? Tarifa Padrão e Flexível: sinal de 25% ou 50% à vista na reserva e o restante no check-in sem descontos ou parcelamentos.
non-refundable (cancellation not allowed 7 days after purchase)
? ?Non-Refundable? or at a discount: cash payment of 100% on booking confirmation.
? Tarifa Padrão ou Flexível: Podem ser parceladas em 2 ou até 12 vezes no cartão de crédito.
? ?Last Minute? Rate: Credit card at time of booking. In some cases PIX will be accepted. Check this option at the time of booking or on the voucher.
? Walk In (venda balcão sem reserva): Pagamento no check-in (chegada) ou, em alguns casos, no Check-out (partida) com pré-autorização do cartão de crédito.
? Para reservas feitas com muita antecedência: o pagamento poderá ser parcelado em quantas vezes forem possíveis até 7 dias antes do check in via depósito. Solicitação deverá ocorrer apenas por telefone ou e-mail.
? Vouchers sem data determinadas e pacote de Experiências: O pagamento poderá ser à vista no momento da reserva ou via cartão de crédito, à vista ou parcelado. Veja as regras na promoção ou no voucher.
Heads up: Check-in or check-out times may vary, please be aware of this information in the specific rules of your reservation or promotion. Check your voucher. Reservations and Vouchers purchased from partner agencies and third parties cannot be canceled or changed at the hotel or by Velinn, only with whom the purchase was made and in accordance with their policies. Find out more in the Cancellation Policies below.

Service charge
Nos hotéis e pousadas da rede a taxa de serviço de 10% não está incluída no valor da reserva, qual será cobrada no hotel. Ela é padrão na hotelaria, assim como em restaurantes, é opcional e será dividida entre a equipe que os atendeu. Existe desde sempre na hotelaria internacional e nacional, como nos filmes onde o bellboy (messenger) stretches out his hand to receive the tip, but many years ago it became formal, paid at reception and highlighted on your statement!

Heads up: Será considerada reserva e forma de pagamento Padrão e Flexível apenas quando houver sinal de 25 ou 50% à vista, no momento da reserva, e o restante no check in or Check-out. Por favor, consulte a Política de Cancelamento abaixo.

2 - IMPORTANT INFORMATION

Documents needed to check-in
You must present:
? booking voucher issued and sent to your email by the agency or website where you booked. Will be copied or photographed by reception.
? Original identity documents of all guests to check-in (ID, CNH or Passport). Will be copied or photographed by reception.
Are you a minor or are you traveling with children under the age of 16? Presenting the minor's identity document at check-in is mandatory, as well as travel authorization, if necessary. If one of the parents is absent, it is necessary to present an accommodation authorization made in their own hand, signed by the absent parent and notarized at the time of check-in. If neither parent is present, authorization issued by a Judge must be presented at the request of the parents.
?Is it prohibited for children or adolescents to stay in a hotel, motel, pension or similar establishment, unless authorized or accompanied by their parents or guardians? ? See exceptions in Title III, Chapter II, Section II and III, Art. 82 and 83 of the Child and Adolescent Statute. Read here: Law 8069 of 07/13/1990.
? Original Credit Card or Billing AuthorizationThe 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 a Authorization for Credit Card Collection on behalf of third parties signed by the cardholder with legible copies of the cardholder's credit card and ID. If the card is not presented or the 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. learn more hereWe reserve the right to request authorization to charge the credit card, even if it is the holder, when the values of the reservation(s) are high; or, multiple accommodations on the same card; or, of several cards in the same reservation.
Heads up: If 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. 

Entry of tourist vehicles in Ilhabela
The Municipality of Ilhabela requires the payment of a fee to issue an Entry Authorization for tourist vehicles in the municipality, such as buses, vans, minibuses, kombis, trailers and the like. For exemption from this fee, which varies between R$ 596.60 to R$ 1,559.88 (values as of December 2021), it is necessary to request a special password to the Reservation Center by email [email protected] attaching the following documents:
  – Voucher completo da reserva,
  – Driver's license,
  – Vehicle document, and
  – CNPJ card of the company that owns the vehicle, if applicable.
The request must be made with at least 5 days in advance of arrival. Other documents may be requested, in accordance with current legislation or city hall requirements.
Important:
The vehicle will only be able to travel on the day of arrival and on the day of departure, from and to the address of the hotel and the ferry dock, and parking on public roads far from the hotel is prohibited. We recommend that you ask for the Entry Authorization or Exemption Password and that you follow the rules of circulation in Ilhabela to avoid high fines. The exemption from this fee does not include the payment of the ferry for the crossing, learn more about the ferry crossing…

Extra beds and children
Extra bed: Each person, whether adult, child or infant, will be considered a "extra bed“. If they are not included in the reservation made in advance, they will be charged as adults, according to the table in force at the time of check-in.
Children: In units and accommodations where children are accepted, 1 (one) baby or 1 (one) child, depending on the age described in your voucher, will be accommodated at no additional cost, as long as it is specified in the reservation or notified to the hotel in advance. 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. If the voucher does not specify the age of the complimentary child, they will all pay as an adult. 
– Extra beds not included in the reservation will only be available upon prior request and must be confirmed by the reservation center in writing.
– Extra beds not included in the down payment will be charged at check-in without discounts or promotions.
– Bebês e crianças que não tenham reserva prévia pagarão cama extra como adulto e dependerá de disponibilidade de acomodações que as acomodem. Up-grade de acomodação ou alteração de unidade poderá ser obrigatório, assim como os custos destas alterações. Algumas unidades ou acomodações podem não aceitar crianças.
– 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 have an extra bed or crib. Faça reserva prévia para todos os acompanhantes e evite perder sua reserva ou complicações no check in!

Breakfast
Our delicious breakfast is prepared with great care, served with fresh products and with total cleaning protocol in all hotels and inns.
It is usually served in the lounge or restaurant. Some units have breakfast service in the accommodation, which is normally charged separately.
Heads up: In some promotional rates and vouchers, breakfast may not be included in your rate, even if available at the unit. You can purchase it separately, directly at reception. Please see your voucher or booking confirmation.
note: At Velinn Camping Ilhabela breakfast is not included in the rate. It is served at the inn next door, when purchased separately. Know more…

Schedules*
Entrada (Check-in)*: a partir das 14:00, ou conforme sua reserva. Veja seu voucher.
Partida (Check-out)*: até as 12:00, ou conforme sua reserva. Veja seu voucher.
Reservation center: Every day from 8:00 to 22:00. 24-hour online reservations, Click here. Chat for information, questions and quotes 24 hours a day, click on the little captain below.
Velin Club: visit to participating units from 10:00 to 19:00. Know more…
* We reserve the right to change times for operational reasons, on special dates, in promotions or on vouchers. Always check your voucher, booking confirmation or reception!

PETs – Want to travel with your pet?
We like animals, so they are welcome at most Velinn Network properties. Not all accommodations or properties can receive them. Must have prior reservation for pets and the pet rules be followed in full. Find out if the accommodation booked can receive them or the costs of hosting pets, clicking here. You can also consult us in the options of contact.

Accessibility
Muitas de nossas unidades e acomodações ficam no plano ou possuem rampas, inclusive em áreas comum, o que facilita o acesso a quem tem mobilidade reduzida, porém não são todas que estão equipadas com todos os itens necessários. Pedimos que sempre nos consulte para saber se a propriedade e acomodação pretendida está preparada para recebê-los ou indicar-lhe as melhores opções de acordo com a necessidade específica.

Velin Club
to be part of Velin Club basta hospedar-se nesta charmosa rede que oferece conforto e tranquilidade para seus dias de descanso. É um clube de vantagens e o day use from the Web! Know more…

Velinn Loyalty Program
The program Velin's Loyalty is available for reservations made through the website in some units of the Velinn chain for guests who register for the program. win cash back and bundle daily for a year for even more benefits. Know more… 

3 - CANCELLATION POLICY | RESCHEDULE*

Before, let's go to RESPONSIBILITIES AND RIGHTS OF THE GUEST AND HOTEL
IT'S hotel responsibility guarantee the reservation in the chosen accommodation category on the specific dates booked according to the details described in the voucher, in addition tothe items and infrastructure included to ensure the best guest experience, always observing the policies described here and the rules of the accommodation facilities.
IT'S guest right receive good service from the team, enjoy the hotel's infrastructure and services and receive accommodation in accordance with the properly sanitized contractor. You can also reflect for seven days after making the reservation, if online, and repent within this period without penalty, as long as it does not exceed 11:00 am on the day of check-in or in accordance with the policies described in the voucher and/or on this website.

IT'S guest responsibility guarantee the payment of the reservation and your presence nthe specific dates reserved according to the data described in the voucher, such as number of people, dates, names and ages, following the policies, rules and regulations.
IT'S hotel law charge in advance for the reservation and apply the policies, 
rules and regulations available on the voucher and on this website, accepted by the guest when booking.
it's not responsibility of the hotel or guest right changing dates or canceling the reservation outside the established deadlines no voucher ou aqui descritos quando solicitados por casos de desistência, doenças, acidentes, previsão do tempo, eventos cancelados, atrasos de chegada ou qualquer caso quando não há controle do hotel e/ou do hóspede sobre o ocorrido ou da situação. Estes casos, mesmo quando comprovados, não serão considerados para cancelamentos ou alterações se fora dos prazos nas políticas do voucher, do site ou das regras e regulamentos aqui disponíveis. Não se encaixam aqui exclusivamente os casos de Força Maior e Fortuitos (saiba mais aqui), quais são o Fato do Principe, guerra e desastre natural, sempre que comprovado e oficializado pelo poder público, válidos nas datas da hospedagem. In the event of a state of public calamity or lockdown/closure from the hotel business, read COVID-19 policy on this page.

Heads up when making a reservation by choosing the rate Not refundable, a cheapest. This tariff will not give the right to cancel after 7 days of booking. Choose this rate only when your arrival is guaranteed or have someone to transfer the reservation to on the chosen dates.
Exceptions may or may not be made to the policies described in the voucher and/or website as long as there is payment of a fine of at least 50% of the reservation amount if notified at least 48 hours before check-in, but only for changing dates. There will never be a refund. Each request will be analyzed by the responsible sector, which can accept or deny according to the case, but there will always be a fine. We emphasize that the The amount paid by the guest is exclusive to the specific dates originally booked, so the amounts paid are not valid for other dates, except when a letter of credit is issued. Tariffs fluctuate according to supply, demand, occupancy, advance purchase, among other conditions.

Why does Velinn use these cancellation policies?
A hotel has its cancellation policies similar to schools and gyms where non-attendance (absence) on some date does not entitle you to discounts or refunds on the monthly fee. In the case of the hotel, it will not give credit or refund of the amount paid for the reservation if canceled after the deadline or if there is no show on one or all of the reserved dates. This is because, as in schools and gyms, the infrastructure, staff and their costs still exist with or without guests (students or users).
Tal qual nestes prestadores de serviço, a escolha na forma de pagamento tem um ganho, sendo que na academia por exemplo, se pagar 3, 6 ou 12 meses antecipados há descontos, porém se desistir ou faltar não há reembolso ou são aplicadas altas multas. No hotel cada tarifa tem suas regras com prazos de cancelamento de acordo com o valor e as datas. Se não comparecer, quiser alterar ou cancelar fora dos prazos descritos perde-se os valores pagos ou, em alguns casos, altas multas são aplicadas.
Outro comparativo é uma casa ou apartamento de aluguel para moradia. Caso saia de férias ou não a utilize é dado algum desconto no aluguel ou no condomínio? 
We also compare hotels with airlines. 
Se viajar de avião e perguntar para todos os passageiros quanto cada um pagou em sua passagem, que sai do mesmo lugar e chega no mesmo lugar, verá que a grande minoria ou ninguém pagou o mesmo que você. Inclusive, cIf you do not board the flight, there is no refund of the amounts paid as the plane traveled with its seat empty and had all the costs…
In addition, the
The values are highly fluctuating, depending on a series of indicators, such as dates most or least sought after, number of people, anticipation of purchase and various other items. This is because, to achieve the expected results, with each ticket/daily sold and with each day that passes the costs change and the next tickets/daily can become more expensive or cheaper.
O produto mais perecível do mundo é o tempo! Uma vez que passou a data não há como recuperar o tempo perdido, os valores gastos e o resultado necessário
 para manter o negócio e todas as famílias que dele dependem.
A hotel, to be successful, needs a guarantee of occupancy at the right price. Receiving a reservation with the non-cancelable policy causes the value of future reservations to vary. By accepting the cancellation after the deadline, it usually generates other losses in addition to the loss of that daily rate.
When a guest makes an advance reservation, the hotel stops selling these daily rates to several other people who wanted to stay, which may not happen when there are a few days left for check-in, where sometimes it will have to reduce the rates a lot to try to sell, generating losses.
Achamos que ninguém quer ter prejuízos sem razão, correto? Vamos partir do pressuposto óbvio que ambos, hóspede e hotel, estão agindo de boa fé. Então vamos nos atentar às políticas e regras apresentadas no voucher e aqui. Se todos às seguir-mos, ninguém terá prejuízo sem saber dos riscos.
The dates, values and cancellation deadlines are very clear and if they are not followed, the hotel and the team participating in the results will be affected, which is not fair!

 

The CANCELLATION AND RESCHEDULE POLICIES now follow
These are the cancellation and change policies for valid reservations according to the chosen channel and rates. During the pandemic, in the most restrictive phases, consider the COVID-19 policy below:

RESERVAS FEITAS POR AGÊNCIAS DE VIAGENS, OTAs, sites e lojas de terceiros
The specific policies of each travel agency, third party website, vacation club or partners will apply, for example Booking.com, Decolar, Hotels.com, Expedia, Hurb, CVC, Best Day, Agoda, Candeias, 123Miles, TripAdvisor, Trivago, entre vários outros canais de vendas de hotéis. Verifique em sua confirmação de reserva ou voucher as políticas válidas e as formas disponíveis para contato, seja pelo aplicativo, site ou loja onde fez a reserva.
Heads up: Cancelamentos, alterações e solicitações deverão ser feitos diretamente na agencia por onde foi feita a reserva ou comprado o voucher.
Não poderá ser solicitado cancelamento ou alterações de datas pela central de reservas Velinn ou diretamente no hotel, quem estará sempre disponível para dúvidas e pedidos especiais. Poderão haver diferenças entre as políticas do hotel e da agencia, pelo que prevalecerá a da agencia por onde foi feita a reserva.
Note: The hotel/Velinn's agreement with these agencies/sites does not allow the hotel or Velinn to cancel/change reservations, either for the guest's safety or to secure the reservation, even when payment has been made to the hotel.
In the absence of specific and own policies made available by the channel to the guest, the policies described on this page will be considered. Attention to rules and regulations of the hotel.

DIRECT BOOKINGS VELINN AND HOTEL
Reservations made through the direct channels of Velinn and the hotel, such as velinn.com and hbook.hsytem.com.br, by email, telephone, Reservation Center, chat and social networks, will follow the following policies:

Tarifas Especiais 2024 e 2025
– Rates Pattern and Flexible, with input of 25%, 50% or in installments:
 On non-holiday days, the cancellation or change of dates of the reservation can be done once without cost up to 7 days before check-in, as long as the same rate is used for the change or new reservation. After this period, reservations become Non-Refundable, as per policy NR below.
 Holiday bookings Cancellation or change of reservation dates can be done once free of charge up to 30 days before check-in, as long as the same rate is used for the change or new reservation. After this period, reservations become Non-Refundable, as per policy NR below.
– rate Not refundable, via card or cash deposit with special discounts:
 On non-holiday days, you can change the dates once free of charge up to 7 days before check-in, as long as the Flexible or Standard rate is used for the change or new reservation, but you cannot cancel according to the NR policy below.
 Holiday bookings You can change dates once free of charge up to 30 days before check-in, as long as the Flexible or Standard rate is used for the change or rebooking, however you cannot cancel according to NR policy below. 
Heads up: Are considered Holiday bookings federal, state and municipal holidays of origin and destination, and the 2 days before and 2 days after the holiday are included in this policy, even if it does not include the holiday itself.
In case of public calamity or quarantines, i.e. hotel lockdown imposed by the public authorities on the dates of your reservation, the “COVID-19 – State of Calamity…” policy will be adopted on this page.

NR | Non-Refundable | Promotion Rate
In all of the following cases: Promotions | Non-Refundable Rates | Promotional, special or discounted values | Packages and vouchers purchased from partners and external sites | Collective purchase | Special, differentiated and installment payment methods | Agreements and Vacation Clubs | Letter of Credit | Exchanges | Rescheduling (date change) | ?Non-Refundable? | No Show | NR | Withdrawal of stay | After the deadlines described in the other policies? It will not be possible to cancel or change the reservation*. Fine of 100% of the reservation/stay amount.

No Show (no show)
If check-in does not take place on the initial date and time booked, reservations will be Non-Refundable, as per the policy above. After 6 hours of check-in time (entry), if there is no formal notice and this does not happen, the accommodation can be released for a new reservation.

withdrawal of stay
In the following cases: On arrival | After check-in (entry) | Early departure for any reason ? It will not entitle you to any type of refund, refund or credit on daily rates, resulting in the total loss of the amount paid and the obligation to pay 100% of the package value or reserved/requested daily rates.

refunds
Reservations within the cancellation period paid via bank deposit/transfer (PIX, TED) or debit card: After a formal request via e-mail, the deposit of the total or partial return will be made exclusively to the depositor's account within 7 working days.

Reservations within the cancellation period paid with credit cards: After a formal request via e-mail, the request for a total or partial chargeback will be made within 3 business days to the credit card operator. It will not be possible to make a refund in cash or via deposit in this case.

Send the refund request along with your voucher to [email protected].

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

Heads up: As of March 2020, during the pandemic, state of calamity and Lockdown governed by Law 14,046, the conditions and dates of refund will be in accordance with the COVID-19 policy.

Letter of Credit and/or Unused Amounts
These are the policies and rules for using your Letter of Credit or unused amounts that formally generated credit prior to the original reservation dates:

– Valid only in the unit where you made the original reservation.

– Use exclusively for daily allowances, never for consumption and excursions at the hotel.

– It can be used partially and by third parties in different reservations of at least 2 nights each.

– Comply with the deadline described or your credit will lose its validity without the right to refund.
– The tariff in force at the time of requesting the new reservation will be used. The credit cannot be used for Promotions and promotional values, including non-refundable rates for new bookings. It will be considered the same rate as the original reservation, except for the Non-Refundable. If the original booking rate no longer exists at the time of requesting a new booking or the original booking was made at the Non-Refundable Rate, the Standard Rate will always be used. See values here velinn.com/reserva.

– When requesting a new reservation, if there is a difference in amounts to be paid, payment must occur immediately after confirmation of pre-booking. Payment at check-in will not be accepted under any circumstances.

– The new reservation, once requested, cannot be changed or canceled again. No new letter of credit or refund will be issued, and the NR policy will be valid.

Attention: The reservation must be requested only by the holder with the registered email, even if for third parties. The email sent by the hotel with your Letter of Credit or confirmation of credit is the only proof of your credit. You must reply or forward it to [email protected] com a solicitação da nova reserva.

Em caso de valores não utilizados em previous or future bookings that have generated credit, even when there was no issuance of a letter of credit, but there was payment and a formal agreement (in writing) between both parties, such as: early departure, no-show, change of booking dates, among others; whether the assignment of credit given exceptionally and/or by mutual agreement, the policy described herein will apply, unless otherwise agreed in writing.

As cartas de crédito ou valores não utilizados sempre serão valores monetários e não contabilizados como diárias no hotel, a não ser que assim acordados por escrito, mas jamais serão válidos em feriados e datas especiais.

Vouchers | Velinn Experiences
After seven days of purchasing the voucher with flexible dates, regardless of the payment date, it will not be possible to cancel the purchase. Fine of 100% of the voucher value. Transferring to another guest will be allowed.

Once the dates of reservations regarding the use of the voucher are confirmed, it will not be possible to cancel or change the reservation. Fine of 100% of the voucher value. Transferring to another guest will be allowed as long as the date and number of people are maintained.
After expiry of the voucher validity, considering the final date foreseen for reservations, if not used, it will not give the right to a refund, credits or new term. Fine of 100% of the voucher value.

OVERBOOKINGS AND RELOCATIONS
When the accommodation booked is not available upon arrival of the guest at the hotel, either by system error, human or infrastructure issues, and provided that the reservation for the specific dates is confirmed:

1) The hotel will be responsible for relocating guests to another accommodation of a better category or to another hotel in accommodation of the same or better category, bearing the cost of the rate difference, if any, but will not provide a direct refund of amounts already paid.

2) When item 1 is not available from the hotel, it may offer accommodation or hotels of a lower category, when a discount or partial refund of the reservation amount will be offered, according to the current table.

3) If item 1 is not offered or item 2 is not accepted, the guest may request the cancellation of the reservation free of charge and penalty directly to the booking agency or to Velinn when booked directly. The term and method of refund will be in accordance with the Refund policy above. The hotel and/or Velinn will provide relocation support whenever requested by the guest.

Note: When the previous options, 1 and/or 2, are offered, it will not entitle you to any claim, whether judicial or extrajudicial.

Heads up: If the reservation has been canceled before the guest arrives for check-in, the hotel will not be responsible for the relocation, but will give full support to find other options, whenever requested by the guest.

Cancellation by the Hotel/Velinn
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 standard hotel 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 in the region or the network itself.

“Because this is the current understanding of the jurisprudence, it is possible to cancel reservations by means of, if possible, communication within 03 days, provided that similar rates to hotels of the same standard in the region are considered on public sites, where it will be proved that the value does not apply and that the published value is the result of a manifest mistake, and has no intention of deceiving the consumer, in that the published tariff is derisory and impracticable on those dates. When it is clear that there is no intention to harm the guest, caused by a system or human error, based on competitive prices, the principle of good faith in consumer relations should be considered, meaning that not only the supplier must act with good -faith, but also consumers (art. 4th, III, of the CDC). In the consumer protection system, good faith is a two-way street, requiring, therefore, probity from both subjects of the consumption relationship.“;

2) Overbooking (sales above capacity) or structural problems occur at the hotel, when it 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 hosting;

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

4) Informada a vinda ou que tragam animais em acomodações que não os aceitem; ou informado que não serão seguidas ou que não sejam seguidas qualquer das regras do Internal Regulation | Contract.

Heads up, in case the need for cancellation is caused by the reasons of the items:
1 and 2 – reimbursement of the amount paid will be guaranteed, according to the terms 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 policies of the reservation, there will be no refund of amounts paid and/or fines may apply.

COVID-19 – State of calamity, war, pandemics and/or quarantine (lockdown from the hotel industry)

A indisponibilidade de alguns serviços no hotel ou no destino não são impeditivos para a hospedagem, a não ser que haja ordem governamental que impeça o funcionamento do hotel ou o acesso para a chegada ao destino/hotel esteja comprovadamente impedido pelas operadoras das estradas, dos aeroportos e das balsas nas datas da hospedagem (saiba mais aqui).

Reagendamentos e Carta de Crédito:
 When the State of Public Calamity is declared, during periods of quarantine/lockdown imposed by public authorities, when and only if the hotel industry is prevented from operating or access to the destination is completely blocked, as reservas poderão ser alteradas para datas futuras por até 1 ano, ou, no caso do COVID-19, pelo período determinado na Lei 14.046 de 2020 e suas alterações.

Nestes casos poderá ser solicitado pelo hóspede, anteriormente às datas de hospedagem, o reagendamento ou uma Carta de Crédito do valor pago. Para a nova data ou reserva serão considerados os valores do tarifário vigente em nosso site no momento da solicitação de uso da carta de crédito ou do reagendamento, lembrando que as tarifas são flutuantes e podem sofrer alterações de acordo com o novo período escolhido.

access 
velinn.com/pravc and change the date or request a letter of credit before the initially booked accommodation dates or it will be considered a no-show.

Cancellation: Çaccording to Law 14,046, even if choose to cancel total or partial reservations for dates within quarantine periods (lockdown), em que exista impedimento da prestação do serviço de hospedagem pelo poder público, o reembolso não será garantido.

Nos casos específicos na lei acima descrita, a restituição dos valores pagos, descontadas as taxas de agenciamento, será feita de acordo com o descrito nesta Lei e suas alterações, 
as long as the hotel cannot provide the service on other dates for a period of 1 year. An email must be sent with the voucher and the cancellation request for analysis. [email protected] before the initially booked accommodation dates or it will be considered a no-show.

know more ON HERE, read the Law 14,046 of 2020 and MP 1,101 of 2022.

Heads up: 
COVID-19 – For reservations made after March 2020, the cancellation policies in your voucher and/or described on this page will be valid, as long as there is no impediment for the hotel to provide the service, when you can choose to change the reservation. Consult us!

* Reservations can be canceled or rescheduled within seven days after being made, regardless of the policy described in your reservation, provided that:
a) have not checked in during the period;
b) is before 11:00 on the day of check in;
c) do not come from letters of credit or previously purchased vouchers with open dates;
d) the COVID-19 policy does not apply.
After this period, the Cancellation Policies described on this page or in your voucher come into force, in accordance with the regret law in the Consumer Protection Code.

Standard for Low and Mid Season (except 2020/21)
From April to November, except for NR and dates specified below: The cancellation / rescheduling of the reservation can be made up to 3 days in advance, after this date there will be a charge/fine of 50%; and, 24 hours before check-in, reservations become Non-Refundable, according to specific policy.

Standard for High Season and packages (except 2020/21)
From December to March, packages and holidays throughout the year, except NR and dates specified below: Reservation cancellation / rescheduling can be done up to 7 days in advance, after this date there will be a charge/fine of 50%; and 24 hours before check-in, reservations become Non-Refundable, according to specific policy.

Pattern for New Year's Eve, Carnival, Holidays, Parties and Festivals
Except NR, the cancellation / rescheduling of the reservation can be made: up to 30 days in advance, after this date there will be a charge/fine of 50%; and, with 7 days before check-in, reservations become Non-Refundable, according to specific policy.

4 - GENERAL RESERVATION POLICY

When confirming your reservation, it will be considered your agreement to all the rules and policies described here, as well as to the Internal Regulation/Contract from the Velinn Network, according to Decree N. 7,381, of 12/2/10.

? Will you stay at the Camping? meet the Camping Regulations.

? The balance of your reservation must be paid at check-in or check-out, according to the policy of each unit. Consumption during the stay can be paid at check-out. In this case, a deposit amount, pre-authorization on the credit card or deposit check in the name of the guest may be required. Unfortunately, we do not accept checks to pay the bill, just as a guarantee.

? The booking confirmation issued by the agency where you booked will be your check-in voucher and will contain confirmation of values and number of people, including babies and children. The presentation and delivery of the voucher is mandatory at check-in, whether printed, digital by email or WhatsApp.

? The optional 10% service charge is not included in the booking price. It is standard in hotels, as well as in restaurants, and will be divided among the team that served them.

? Daily rates and packages can be changed without prior notice. Quotes are valid until 23:59 on the date of submission, but availability is not guaranteed.

? We reserve the right to refuse or cancel pre-bookings or confirmed reservations, whether due to system error or human error, which:
1) Do not meet the minimum value requirements, up to 10% below the table published on the website plus extra beds; or,
2) That exceed the number of people of the accommodation capacity.

? Rates are fluctuating and may vary according to date, day of the week, advance booking, occupancy of the unit, search for the destination and several other variables. Normally, but not as a rule, the amounts increase as the check-in date gets closer.

? The data provided on your credit card may be used, even after check-out, for the payment of expenses, consumption, tours, fines or damages generated during the stay.

? When the type of bed is not specified in the reservation, whether double or single, the change may take up to 24 hours and will depend on the availability of the property.

? We are constantly renovating and adapting for the comfort of our guests. You will never find the same Velinn units. Give us your tips!

Hotel, hotels, unit or property are generic terms used for the entire hotel sector and lodging facilities, mainly in hotel chains, which include: hotels, inns, hostels (hostel), Guest houses, temporary rental houses, villas, suites and campsites with accommodation. According to the Ministry of Tourism, they still include resorts, farm hotels, bed and breakfast, flats, apart-hotels, pensions and motels.

Some concepts and history: It is believed that the first means of lodging in history was a large inn built to receive visitors during the Olympic Games in Ancient Greece; The word "hotel" derives from the Latin ?HOSPES?, which means ?the one who is received?; The term comes from the French word hôtel, which means something like ?hostel?; The concept that persists to this day is that the Hotel is an establishment specializing in providing accommodation for business and leisure travelers. Accommodation or areas with infrastructure, with short-term stay, paid and with service(s) included.

The correct term for the time you will be staying in a hotel is ?stay?, not ?stay? as is normally used in Brazil. ?Stay? must be used exclusively on vessels, such as cruise ships or live on board? Velinn is culture!

.– For Camping Regulations and Policies Click here.

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