Practical customer-support answers covering reservations, confirmations, changes, cancellations, refunds, future credit, hotel issues and support contacts.
Choose destination, dates and guests, review the room conditions and confirm the reservation. For help call Brazil +55-11-519-00849 or Mexico +52-55-9602-4121.
Support can guide you through the booking process and explain available information. Keep your destination and travel dates ready when contacting +55-11-519-00849 or +52-55-9602-4121.
A confirmed booking normally has a confirmation number and booking details. Check your email and spam folder. If you cannot find it, support can help verify the reservation.
You generally need guest name, destination, check-in and check-out dates, number of guests and contact information. Payment details depend on the selected booking.
Yes, when the selected property and rate allow it. Enter the staying guest's name accurately because identification may be required at check-in.
You may submit a room preference where the booking flow allows it. Requests are subject to availability and are not guaranteed until confirmed by the property.
Early check-in depends on hotel availability and may have a fee. Contact support before arrival so the request can be communicated to the property.
Yes, where the hotel permits it. Tell support or the hotel your expected arrival time, especially if reception has limited hours.
If the property offers breakfast as an add-on, support can explain whether it can be added to your reservation and whether an extra charge applies.
Extra beds and cribs depend on room capacity and hotel policy. Contact support before arrival to check availability and any additional fee.
Date changes depend on availability and your rate conditions. Contact support before changing the reservation so any price difference can be explained.
Contact support with your confirmation number. The hotel and rate rules determine whether the change is possible and whether the price changes.
Guest-count changes depend on room capacity and availability. Contact support before arrival so the reservation can be reviewed.
A room change may be possible if another room is available. The new rate may be higher or lower. Support can explain the available options.
A hotel change may require modifying or cancelling the original booking and creating another one. Contact support first to understand the consequences.
Name changes depend on the property and rate. Contact support with the confirmation number and the correct guest details before check-in.
Contact support with your booking reference, guest name and correct email. The team can explain whether the contact details can be updated.
Provide the confirmation number and correct phone number to customer support so important booking communications can reach you.
Yes. Tell support what accessibility features you need. The request must be confirmed by the property because availability varies.
Pet rules vary by hotel and room. Check the property policy and contact support if you need help confirming whether your pet is accepted.
Use the cancellation option shown with your reservation or contact support. Provide your confirmation number and guest name.
For a qualifying cancellation made by Hoteis Brazil, the policy provides a full refund within seven days after cancellation confirmation and required verification.
Under the stated policy, customer cancellation normally results in future booking credit rather than a cash refund, subject to the booking terms and applicable law.
When Hoteis Brazil cancels a qualifying reservation, the full refund is processed within seven days. Banks or payment providers may require additional time to display it.
The standard customer-cancellation remedy is future booking credit. A different remedy may apply if your booking terms or applicable consumer law require it.
Eligible value can be issued for a future hotel booking. The amount, validity, availability and redemption rules depend on the credit terms.
Transferability depends on the credit conditions. Contact customer support before transferring or sharing credit.
This depends on the credit terms and available properties. Support can check the credit attached to your booking.
Contact support immediately. Hoteis Brazil will communicate the available resolution, which can depend on the circumstances and booking terms.
Show the property your confirmation and contact Hoteis Brazil support immediately. The team can review the booking and communicate the available resolution.
A no-show generally means the guest does not arrive and does not cancel through the required process. Any charge or credit depends on the booking conditions.
Late cancellation depends on the reservation conditions. Contact support immediately instead of simply missing the stay.
You may request cancellation, but prepaid rates can have special conditions. Support can review your exact booking before you cancel.
Non-refundable rates normally have stricter rules. Contact support before cancelling so the exact terms and any applicable legal rights can be checked.
Contact support with the transaction details and any reference number. The team can help determine whether a reservation exists and explain the applicable payment process.
Contact customer support as soon as you notice the error. Provide the confirmation number and explain exactly what needs to be corrected.
Contact support with your booking reference and billing details. The available invoice process can depend on the hotel and payment method.
Yes, subject to availability and booking limits. For larger groups, contact support with room count, guests, destination and dates.
Group bookings can have different availability and conditions. Contact support with your group size, destination and dates for guidance.
Show your confirmation and booking reference to the property. If the issue continues, contact Brazil +55-11-519-00849 or Mexico +52-55-9602-4121.
Keep your confirmation number available. Brazil support is +55-11-519-00849, Mexico support is +52-55-9602-4121 and WhatsApp is +44-746-222-9725.
Yes. Contact support before cancelling if you are unsure about fees, future credit, deadlines or other consequences.
Yes. Support can explain date, room, guest or hotel changes and any possible price difference before you proceed.
Provide confirmation number, guest name, hotel, travel dates, contact details and a clear description of the issue. This helps locate the reservation quickly.
Brazil customers can call +55-11-519-00849. Mexico support is +52-55-9602-4121 and WhatsApp support is +44-746-222-9725.
Mexico customers can call +52-55-9602-4121. Brazil support is +55-11-519-00849 and WhatsApp is +44-746-222-9725.
Yes. Use the round floating WhatsApp button or message +44-746-222-9725. Include your booking reference and guest name for faster assistance.
Yes. The WhatsApp button is fixed to the screen, so it remains visible while you scroll.
Contact support immediately with your destination, hotel, arrival date and booking reference if available. Availability depends on the property.
Yes. The website provides English, Spanish and Brazilian Portuguese. Use the single language selector at the top.
Yes. The selector is global and is designed to apply the selected language across the site's interface and translated content.
Use the single selector at the top and choose English. Your selection is saved for future pages in the same browser.
Use the single selector at the top and choose Español. The site will apply the Spanish interface and translated content.
Use the single selector at the top and choose Português (Brasil). The site will apply the Portuguese interface and translated content.