TORRESGUEST
RESERVATION TERMS AND CONDITIONS
RESERVATION TERMS AND CONDITIONS – TORRESGUEST
Opening hours and contact
- Customer service: Monday to Friday, from 9 am to 6 pm
- Saturdays, from 9 am to 1 pm
- Business and emergency telephone number (24 hours): (13) 99615-5505
GENERAL RULES FOR ALL CHANNELS (Booking.com, Airbnb and other platforms)
Reservations
- All reservations must be confirmed upon full payment (100%) of the total amount at the time of booking.
- In cases of bank deposit or PIX, it is mandatory to send proof of payment for validation.
- Mandatory information to validate the reservation:
- Full name
- Date of birth
- ID or passport number
- CPF
- Full address (street, neighborhood, city, zip code)
- Contact telephone number
- Check-in time / flight number (if applicable)
- Check-out time
- Name of all accompanying guests
Payment methods
- Full payment by credit card, bank transfer, PIX or directly through the booking platforms.
- In case of payment by bank transfer or PIX, the reservation will only be confirmed after the receipt has been sent and validated by the reservations department.
- There is no separation of payments. The total amount must be paid at the time of booking.
Check-in
- Check-in time: from 2 pm
- It is mandatory for the guest to inform in advance the arrival time and contact telephone number. - On the day of arrival, guests must call (13) 99615-5505, up to 30 minutes before arriving at the property.
- If guests arrive before 2:00 p.m., they must wait until the official check-in time. Luggage storage at the property or at any other location associated with TORRESGUEST is not permitted.
- Check-ins between 10:00 p.m. and 6:00 a.m. will be considered an additional daily rate (from the previous day).
Check-out
- Check-out time: up to 12:00 p.m.
- A TORRESGUEST employee will visit the property at the previously scheduled time to inspect the property, receive the keys and finalize the stay.
- Guests will not be allowed to leave luggage at the property or at locations associated with TORRESGUEST after check-out time.
- If guests wish to check out late (between 12:00 p.m. and 6:00 p.m.), there will be a charge of 50% of the daily rate, to be paid in advance. - Check-outs after 6:00 p.m. will be charged the full daily rate.
- If check-out does not occur at the agreed time, after a 30-minute grace period, a fine of R$100.00 will be applied if check-out occurs before 1:00 p.m.; after 1:00 p.m., a new daily rate will be charged.
Cancellation and changes
- In the event of cancellation or no-show, there will be no refund of the amount paid.
- Changes to the reservation date must be reviewed and confirmed in writing by TORRESGUEST.
- TORRESGUEST reserves the right to cancel reservations and refund the full amount paid if the reserved property is no longer available for reasons beyond its control.
Specific rules of coexistence
- The total number of occupants may not exceed that stated in the reservation.
- Parties, events, use of illicit drugs and entry of animals without prior authorization are prohibited.
- Failure to comply with the rules of the property or condominium may result in the immediate termination of the rental, without refund of amounts paid.
- Fines imposed by the condominium for inappropriate behavior will be passed on in full to the guest.
Visitors
- Some properties do not allow visitors. Please check with TORRESGUEST in advance to verify this possibility before making your reservation.
Electricity and gas consumption
- In some rentals, electricity and gas consumption is not included. Please consult your contract to verify the conditions.
- In case of separate charges, payment will be made at check-out or monthly for rentals longer than 30 days.
Guest responsibilities
- The guest is responsible for all property belongings and for compliance with the condominium rules.
- Damages caused to the property or condominium will be charged to the guest.
Jurisdiction
The jurisdiction of the city of São Paulo, State of São Paulo, is elected to settle any issues arising from this contract.