Cancellation & Refund Policy

At HotelBrasil, we understand that travel plans can change unexpectedly. This Cancellation & Refund Policy explains how hotel booking cancellations, refunds, future booking credits and cancellation requests are handled. Our objective is to provide customers with a clear, transparent and convenient process whenever a reservation needs to be cancelled or changed.

Hotel reservations may be subject to the individual cancellation terms and conditions of the selected hotel, room type, rate plan and booking dates. Customers should always review the cancellation conditions displayed during the booking process before completing a reservation.

1. Hotel-Initiated Cancellation

If a confirmed hotel booking is cancelled by the hotel within 7 days of the scheduled stay, and the cancellation is not caused by the customer's request, failure to comply with hotel requirements, or inaccurate information provided during booking, the customer may be eligible for a full refund of the amount paid for the affected reservation.

2. Full Refund for Qualifying Cancellations

When a cancellation qualifies for a full refund under this policy, HotelBrasil will initiate the refund for the eligible amount paid for the cancelled reservation. The refund will normally be returned to the original payment method used to make the booking, subject to the processing procedures of the relevant payment provider or financial institution.

A full refund applies only to the amount that is eligible under the applicable booking terms. Separate services, third-party charges, taxes, fees or other amounts may be handled according to the terms applicable to those services.

3. Future Booking Credit

Instead of receiving a monetary refund, an eligible customer may be offered the option of receiving a future booking credit. Future credit may be useful for customers who intend to travel at a later date.

The availability, value and validity period of a future booking credit will be communicated to the customer at the time the cancellation is processed. Future credit cannot be exchanged for cash unless specifically stated in the applicable offer or confirmed by customer support.

4. Customer-Initiated Cancellation

If a customer chooses to cancel a reservation, the refund will depend on the cancellation conditions attached to the specific hotel booking. Some hotel rates may allow free cancellation, while other rates may be partially refundable or non-refundable.

Customers are encouraged to submit cancellation requests as soon as they know that they will not be travelling. A cancellation request should include the booking reference, customer's name, hotel name, scheduled check-in date and the reason for cancellation where applicable.

5. Non-Refundable Reservations

Some hotels and promotional rates are offered on a non-refundable basis. Unless the hotel or applicable booking terms provide an exception, amounts paid for a non-refundable reservation may not be refunded if the customer voluntarily cancels the booking.

6. Refund Processing Time

Once an eligible refund has been approved and processed, the time required for the funds to appear in the customer's account may depend on the payment method, bank, card issuer or payment service provider.

HotelBrasil cannot guarantee the exact date on which a bank or payment provider will post a refund to the customer's account. If a refund has been confirmed by our support team but has not appeared within the expected processing period, customers should contact Customer Support so that the transaction can be reviewed.

7. How to Request a Cancellation

Customers who need to cancel a reservation should contact our Customer Support team as soon as possible. Please keep your booking confirmation available when contacting us so that our team can locate the reservation quickly.

For faster assistance, provide the following information:

• Booking or reservation reference number
• Customer's full name
• Hotel name and destination
• Check-in and check-out dates
• Email address or telephone number used during booking
• Reason for the cancellation, if applicable

8. Hotel Changes, Closures or Availability Problems

If a hotel becomes unavailable because of closure, overbooking, operational problems, safety concerns or another hotel-related issue, customers will be contacted where possible and provided with the available resolution.

Depending on the circumstances, the available resolution may include a replacement accommodation, a full refund for the affected booking, or a future booking credit. The appropriate option will be communicated based on the circumstances of the reservation.

9. No-Show Reservations

If a customer does not arrive at the hotel on the scheduled check-in date without cancelling the reservation in accordance with its applicable cancellation terms, the booking may be treated as a no-show.

No-show reservations may be subject to charges or may be non-refundable depending on the hotel's specific terms. Customers should contact support before the scheduled check-in time whenever possible if they expect to arrive late or cannot travel.

10. Changes to a Reservation

Requests to change dates, room types, guest information or other booking details are not automatically treated as cancellations. Changes are subject to availability and the conditions of the selected hotel and rate.

A change may result in a different price, additional charges or a new cancellation condition. Customers should contact Customer Support before making changes if they are unsure about the consequences.

11. Duplicate or Incorrect Bookings

If a customer accidentally creates duplicate reservations or enters incorrect booking information, they should contact Customer Support immediately. Refund eligibility will depend on the applicable hotel and rate conditions. Prompt notification can help our team determine whether a correction or cancellation is possible.

12. Customer Support

Our Customer Support team is available to assist with cancellation, refund and booking-related questions. Please have your booking information ready when contacting us.

13. Policy Updates

HotelBrasil may update this Cancellation & Refund Policy when necessary to reflect changes in hotel requirements, booking procedures, payment processing or applicable business practices. The latest version published on this page will apply to future reservations unless otherwise stated.

14. Final Terms

This policy is intended to provide general information about cancellation and refund procedures. The specific cancellation conditions displayed for an individual hotel reservation remain important and should be reviewed before payment.

If there is any uncertainty about whether a reservation qualifies for a refund or future credit, customers should contact Customer Support before cancelling the booking. Our team can review the reservation details and explain the available options.

By completing a hotel reservation, the customer acknowledges that hotel cancellation conditions may vary according to the selected property, room, rate plan and dates of stay. Customers should retain their booking confirmation and any cancellation communication for their records.