Terms of Use

Who Reserveon is in this booking

In one sentence: Reserveon is where you book; the one who hosts you is the accommodation provider you chose, and the two things have different owners.

Reserveon operates this site and intermediates your booking with the accommodation provider — hotel, inn or equivalent property. Reserveon is responsible for the booking, the price you pay here, the cancellation and the return of your money. The accommodation provider is responsible for the stay itself: the room, the facilities, the on-site services and the service you receive during the stay.

That division describes who does what. It does not exclude, does not reduce and does not transfer any responsibility that Brazilian law assigns to Reserveon or to the accommodation provider — including the supplier's joint and several liability set out in the Código de Defesa do Consumidor.

By completing a booking you accept these Terms in the version in force on that date. If you do not agree with them, do not complete the booking.

These Terms are for the person who books. If you are an accommodation provider, your relationship with Reserveon is the partner agreement you sign when you register, and not this document.

The accommodation providers that appear here

In one sentence: we only publish accommodation providers with a regular registration, and we verify that before they enter our listings.

Reserveon only advertises accommodation providers with a regular registration in the Cadastur, as required by Lei 11.771/2008 as worded by Lei 14.978/2024. Before publishing, we verify the operating documents the property sends and the correspondence between the registration and the CNPJ on record.

Photos, description, amenities, times and house rules are information declared by the accommodation provider itself. Reserveon reviews what is published and removes from our listings whatever does not hold up, but the one who answers for the accuracy of what was declared is the one who declared it.

If a property's mandatory documentation expires, it stops receiving new bookings. Bookings already confirmed remain valid.

Your account and your information

In one sentence: you can book with an account or without one, and in either case the information must be true.

To book you must be 18 or older. Minors may be guests, always included in the booking by a responsible adult.

You can complete a booking without creating an account. In that case, access to the booking is through the reference code and the email address you provided. If you later create an account with that same email, the booking then appears in it.

The information you provide — guest names, email, phone and the documents in the pre-check-in — must be true and current. It is what the accommodation provider uses to identify who arrives, and it is to the email you provided that we send the confirmation and the receipt.

Your account password is personal. If you suspect that someone else knows it, change it.

The price you see and what it includes

In one sentence: with dates chosen, the price shown is the total for the stay, per room and with taxes included — and what the property may charge on site appears before you pay.

When dates and occupancy have been chosen, the amount shown is the total for the stay for that room, with taxes already included. The nightly rate may appear alongside it, as secondary information. With no dates chosen, the amount shown is a nightly rate, stated as such.

Every price here is per room, never per person. The number of guests changes the amount, and the amount is still the room's.

Beyond the total for the stay, the accommodation provider may charge at the property itself only the charges it declared beforehand, and only of these three kinds: cleaning fee, parking fee and municipal tourism tax. Whatever was not declared on the property's page cannot be charged at the front desk.

Consumption is another matter and is not a fee: minibar, à la carte meals, laundry and services you choose on site are paid on site, with the price in plain view before you consume them.

How the booking is confirmed

In one sentence: the booking only exists after the payment is confirmed; before that, what exists is a temporary hold on the room.

When you enter the checkout, the unit you chose is held for you for a limited time, shown by a counter on the screen. The hold keeps the room; it is not a booking, it does not freeze the price and it does not charge anything. If the time runs out, the unit becomes available again and you can start over.

The booking is confirmed when the payment is confirmed. At that moment we send the confirmation to the email you provided, with the reference code, the dates, the total amount and the cancellation policy that came to apply to it.

The cancellation policy, the times and the house rules are frozen into your booking as you read them. If the property changes any of them afterwards, your booking keeps what was shown to you.

Withdrawal within 7 days

In one sentence: you may withdraw from the booking within seven calendar days of the confirmation and receive everything back, including on a non-refundable rate.

Art. 49 of the Código de Defesa do Consumidor gives you the right to withdraw from a contract made away from business premises — which includes this one, made over the internet — within seven days. The sole paragraph of that same article requires the amounts paid to be returned immediately and monetarily adjusted.

That right applies under any cancellation policy and on any rate, including the non-refundable rate. No rule of this platform, no policy of the property and no contract excludes it, and the one who answers for it here is Reserveon.

The count starts at the confirmation of the booking and ends at check-in: once the stay has begun, the service has started to be provided and the policy frozen into the booking applies. A booking confirmed less than seven days before check-in has the period shortened up to check-in — never reduced to zero.

The request is made by the same path as the purchase: from your booking, on this site.

Cancelling after the 7 days

In one sentence: once the withdrawal window has passed, what applies is the cancellation policy frozen into your booking, and it is written in the booking itself.

Each accommodation provider chooses one of three cancellation policies, and cannot write its own. The one that applies to you is the one that was on the property's page when you booked: it appears in full, with all of its tiers, on the page, in the checkout and in your booking, with the dates and the amounts of your stay.

Not showing up without cancelling is also a tier of that policy, and in it the amount retained is limited. None of the three policies retains the entire stay for a no-show.

A cancellation request is resolved within one business day: accepted, or refused with the reason stated to you.

If the cancellation comes from the accommodation provider, after the booking has been confirmed, you receive 100% of what you paid, with no tier and without depending on the policy it chose.

How the money comes back

In one sentence: the refund goes out by the same means as the payment and is initiated by Reserveon on the same day the cancellation is accepted.

The money comes back the way it came in: Pix comes back as Pix, card comes back as a reversal on the same card. We do not refund in credit, coupon or voucher — not even as a faster alternative.

Reserveon initiates the refund on the same day it accepts the cancellation, without waiting for the accommodation provider's answer and without waiting for the check-in. What we promise is the date on which we initiate it. The time until the money appears on your statement or in your account is the payment operator's own timeframe, and it is stated as theirs.

In the seven-day withdrawal the refund is full and monetarily adjusted, and the card issuer is notified on the same day so that the transaction is not posted or is reversed, as art. 5º of Decreto 7.962/2013 determines.

You can follow the state of the refund — requested, initiated, confirmed — with the date of each step, without having to open a ticket. If we go past the promised date, we tell you without your having to ask.

Arrival, documents and the guest record

In one sentence: on arrival the property checks an identification document for each guest, and a minor not accompanied by their parents needs written authorisation.

The following are required at check-in: the RG or CNH of the person who made the booking; an identification document for each guest; a passport, in the case of a foreign guest. No accommodation provider may require at the front desk any document beyond this list.

Where there is a child or adolescent who is not accompanied by their parents or guardian, written authorisation from the parents or the guardian, or from the judicial authority, is required. That is art. 82 of the Estatuto da Criança e do Adolescente, and it is neither the property's choice nor ours. A child accompanied by one of the parents does not need authorisation from the other.

The guest record required by Brazilian tourism legislation is an obligation of the accommodation provider, which answers for it. The pre-check-in exists so that you can provide that information ahead of your arrival and so that the property receives it; it does not transfer the obligation to Reserveon.

The check-in and check-out times, the time needed to clean the unit and the amounts and conditions for early arrival and late departure are declared by the property and appear on its page before you book.

The audio guide included

In one sentence: a confirmed booking gives access to the audio guide of the Tuggi app during the stay, and that app belongs to another company and is installed separately.

A confirmed booking gives the right to one access window to the audio guide of the Tuggi app, one per booking, for the person who made the booking. The window opens at check-in and closes 24 hours after check-out, by the dates of the booking in force.

The guide is a separate application, called Tuggi, which you install from your device's store. It does not play inside this site and the booking does not do away with the installation. While the window is open, using the guide does not require an internet connection.

The window ends. After it, your account in the app returns to the state it would have without the booking. Nothing you already had in the app beforehand is taken away.

The access is at Reserveon's expense: the property does not pay for it, it does not go into the amount of your booking, it is not sold, it is not exchanged for a discount and it does not generate a refund if you do not use it.

Rules for using the site

In one sentence: use the site to book; do not use it to copy the content in bulk or to disrupt how it works.

The brand, texts, images, organisation and software of this site belong to Reserveon or to whoever licensed them to us — with the exception of the photos and information of each property, which belong to whoever provided them.

It is not permitted to extract content in bulk, copy our listings, resell access, circumvent technical limits, attempt to reach other people's data, or use the site for any unlawful purpose.

We may suspend an account or refuse a booking where there is concrete evidence of fraud, of misuse or of a breach of these Terms, and we will state the reason to whoever is affected.

Availability of the service

In one sentence: the site may undergo maintenance and may fail, and that does not erase what has already been contracted.

Reserveon works to keep the site available, and even so there may be interruption due to maintenance, technical failure or a cause beyond our reach.

Unavailability of the site does not cancel a confirmed booking, does not alter a frozen policy and does not prevent the exercise of the rights described here. If a problem of ours prevents you from cancelling within a period, the date taken into account is that of your attempt.

Nothing in this section reduces the responsibility that the law assigns to Reserveon.

Changes to these Terms

In one sentence: what applies to your booking is the version of these Terms in force on the day you booked.

These Terms may change. The date of the version in force appears at the top of this document, and the version in force is the one published here.

A later change does not alter a booking already confirmed: to it there continue to apply the Terms, the cancellation policy and the conditions that were shown to you at the purchase.

Support, applicable law and venue

In one sentence: talk to Reserveon through the support channel; the law is Brazilian law and you may sue in your own place of domicile.

Questions, complaints, cancellation requests or requests to suspend the contract can be handled through Reserveon's support channel. We confirm receipt of your request immediately, by the same means through which you sent it, and we reply within five days, as art. 4º of Decreto 7.962/2013 determines.

This relationship is governed by Brazilian law, in particular by the Código de Defesa do Consumidor. You may also use the Brazilian public platforms for resolving consumer disputes, such as consumidor.gov.br and the Procons.

An action against Reserveon may be brought in the venue of your place of domicile, as art. 101, I, of the Código de Defesa do Consumidor allows. There is no clause here choosing another venue against you.

The processing of your personal data is described in the Privacy Policy, and the use of cookies in the Cookie Policy. Both form part of these Terms.