Guest Policy

Porto Retrô Flat Boutique very clearly states its policies and differential features, so you can make any necessary arrangements and avoid unpleasant surprises during your trip. Upon making the reservation, the guest declares to be aware of the Guest Policy in effect at the hotel (available for consultation at the front desk, as well as on the hotel website (www.portoretro.com.br). No member of our staff is authorized to keep any guest’s money, documents, and other belongings. The safeguard of objects of value, jewelry, credit cards, money, passport, among others, is NOT the Flat responsibility. For the proper safeguard of such items, guests are advised to keep them in the courtesy safes, available in the suites. The loss or difficulty to remember the safe password may result in extra time to open it, since only the Flat manager is authorized to perform such operation.

CHECK-IN & CHECK-OUT POLICY

Check-in time is 3:00 PM, and check-out time is 12:00 PM of the following day. Early checking-in and late checking-out may be performed upon consultation of availability and payment of an R$ 120.00 extra fee for every two additional hours. This extra fee is not subjected to fractioning. In the event of a special check-out (during night hours), such check-out must be previously scheduled by the guest (at any time before 6:00 AM). The non-vacancy of a suite until the check-out time (12h) constitutes a serious problem, since there are only so many available suites, booked in a very timely manner. In such cases, the guest dully authorizes the removal of all his/her belongings by the hotel staff, and such belongings will be kept under the care of the hotel. This removal of belongings is not subjected to any reimbursement whatsoever under the claim of moral damages. In the event the suite safe is being used by the guest, such safe will be kept closed until the time the guest presents him/herself, in any moment the following guest makes available for such operation.

CHECK-IN INFORMATION POLICY:

Due to the requirements of Decree 6.022 of January 22nd 2007, in order to perform the check-in, the following information must be thoroughly filled in the guest record: full name, CPF (passport number, if foreigner guest), ID card, full address, phone number with area code, and email address.

POLICY FOR GUESTS UNDER THE AGE OF 18:

Due to the requirements of Federal Law ECA nº 8069, of July 13th 1990, the stay of any children or teenager under the age of 18 (eighteen) is strictly prohibited in hotels, motels, pensions or any similar establishments, unless legally authorized (notarized authorization issued by parents) or accompanied by the parents or legal guardian. Regardless of any other disposition, all guests under the age of 18 (eighteen) must present, upon checking-in, an official document with picture which proves said guest’s identity and parents’ names, even when the guest if accompanied by his/her parents. For infants, the Flat provides cribs – and their availability must be checked upon making the reservation. For safety reasons, the Flat Boutique Porto Retrô advises parents/legal guardians to watch their children at all times. It is thus strictly PROHIBITED for children under the age of 7 (seven) to walk within the Flat premises or visit the leisure areas unaccompanied, since the Flat is equipped with balconies, staircases, viewpoints, Jacuzzis, among others. The Flat takes no responsibility in the event of any accident that these children may have, which is caused by lack of attention of their parents/legal guardians.

RESERVATIONS

Cancellation Policy. The minimum time required for cancellation is 24 hours before the check-in date – when a cancellation takes place in such circumstances, the guest isn’t charged of any extra fees (no-show). For reservations made online, the minimum time required for cancellation is 48 hours before the check-in date. When a cancellation is made with this early notice, the guest isn’t charged of any extra fees (no-show). For direct payment reservations, the pre-authorization procedure will be made with the provided credit card 48 hours before the check-in. In the event the provided credit card is refused and/or its information is incomplete, the hotel will contact the guest by phone in order to check such inconsistencies. If no such contact is possible, the reservation will be automatically cancelled, and the guest will be notified of such cancellation by email. All reservations that were not cancelled within the early-notice time, whose guest does not check-in at the Hotel will be charged of the no-show extra fee (corresponding to one day stay). Pre-payments made before the date in which the guest decides to cancel his stay will not be refunded. Reservations may be made through the phone (+55 51 3222 7791), Mondays to Fridays, from 9:00 AM to 5:00 PM. However, in order to provide security in the exchange of information such as dates, values, etc., all reservations made will be subjected to confirmation by email.

ATTENTION: Reservations for the period of Christmas and New Year’s Eve have special cancellation and alteration requirements, and may be subjected to pre-payment conditions. For further information, please contact the Hotel.

SERVICES POLICY

Children younger than 5 years-old are not charged during their stay, when staying in the same room as their parents. In the event extra accommodation is required (crib, extra bed, sofa bed), the Hotel must be asked as of their availability. An additional fee is charged for a third person staying in the same room. Reservations of more than 10 rooms are considered as being group reservations. During the period when big events occur and/or during the high season, the stay fees may require special payment conditions. All daily rates at Porto Retrô Suítes include breakfast (if no breakfast is desired, such provision must be made upon checking in), which is served at the Hotel from 7:00 AM to 10300 AM. Room service is carried out between 08:30 AM and 4:00 PM. The use of the leisure areas (SPA and Barbecue Place) is for guests only. The use of the Barbecue Place must be scheduled in advance at the front desk. The leisure area hours is between 9:00 AM and 10:00 PM. The entrance of relatives/friends/acquaintances in the Flat without all required formal identification is strictly PROHIBITED at all times, and such identification must be made at the front desk upon that person’s arrival. In the event this provision is not observed by the guest, a one-day rate extra fine will be charged, according to the total stay period of the guest. Under such conditions, the guest may still be required to leave the Flat, without any reimbursement of paid values, and will also be required to accept the charge of all values related to the entire stay and consumed items. Hotel guests may receive friends in the internal premises of the Flat (café-bar, reception area, etc., until 10:00 PM). Parties and celebrations are NOT authorized within the Flat premises. Likewise, the use of any type of sound equipment is prohibited, since they can disturb other guests’ tranquility. When food/beverages are needed outside normal breakfast hours, they must be ordered at the front desk. We do not accept pets. Smoking is prohibited within the rooms and hotel circulation area. In the event guests smoke in the rooms, a cleaning fee of one day of normal rate is charged for the hygiene and cleaning of said rooms, depending on the length of the day. Any damages to the flat facilities and equipment caused by guests will be charged, so as to indemnify the Flat of said damages.