Reservation and Cancellation Policies
GENERAL RULES FOR YOUR STAY
Terms and conditions of accommodation at Chácara DECK1920 •
GENERAL RULES (Reservations, rescheduling, refunds and cancellations)
01 • Check-in time is from 2:00 pm and check-out is until 11:00 am on the chosen day (additional minutes will be charged, according to the values shown on the RATES page; The password keyboard will be activated promptly at 2:00 pm and the keyboards They will be deactivated at 11:00 am on the day of your check-out.
01.1 • Cancellation of reservations arriving within 30 (thirty) days prior to your arrival will not be effected) if you have booked the day before the date of your stay, the deadline for cancellation follows the same rule. REMEMBER THAT WE ARE A SMALL PROPERTY and that cancellations follow a STRICT policy as follows in items 01 to 09 at the end of this page, in the reservations, refunds, cancellation and rescheduling policy;
01.2 • Access to the property is by self-check-in, that is, it is carried out using passwords / code / facial recognition. There is no reception available or staff on site.
01.3 • Reservations confirmed via the website and/or other partner channels MUST complete the NATIONAL GUEST REGISTRATION FORM - FNRH - with all data via the link www.deck1920.com.br/fnrh, within a maximum period of 24 twenty-four hours After payment, under penalty of cancellation of the reservation, failure to complete within the specified period WILL BE CONSIDERED A NO-SHOW and the FULL amount of the reservation will be charged, given that the daily rate WILL REMAIN BLOCKED, regardless of prior notice. AVOID DISRUPTION AND COMPLETE THE FORM WITHIN THE DEADLINE MENTIONED ABOVE.
01.4 • Payment links via WhatsApp for payment in cash directly before the invoice is due, or for installments via credit card, will only be made after sending a photo of an identification document in the name of the credit card holder (RG or CNH) front and back and with express authorization from the credit card holder.
02 • Smoking is prohibited in all environments;
02.1 • If odors are detected, whether through our smoke alarms/detectors or odor derived from products that generate olfactory discomfort within the environments, an additional daily rate will be charged, plus a cleaning fee of R$ 300 .00. The amount will be charged in cash and non-payment will result in legal action with increased fees and attorney's fees; AVOID THIS DISORDER, DO NOT SMOK;
03 • The time allowed to use the jacuzzi is throughout your stay, as long as it does not disturb the rest of other guests;
04 • Door passwords are valid from the time of your arrival until the time of your departure. After your check-out time, the passwords lose their validity and become unusable; ADDITIONAL MINUTES will be charged. TOLERANCE of 5 (five) minutes.
05 • It is mandatory to shower before entering the jacuzzi/spa, as the use of conditioners, makeup and other cosmetics damages/stains the jacuzzi hull (in this case, if it is found that any product has damaged the paint of the whirlpool, the guest will be charged for the damage). With each change of guests, the water is changed in a sustainable way;
05.1 • After using the Jacuzzi, do not empty it. Fees will be charged to refill. Think about the environment! With each change of guests, the water is changed in a sustainable way;
05.2 • If you need to fill the jacuzzi again, or if it is turned off, a fee of R$ 150.00 will be charged (this rule only applies in the Los Andes space, however, if excessive water use is found in the Bangalô Pacific and Artic Chalet, through our automation system, will be charged the same fee);
05.3 • The use of detergent, liquid soap, shampoo or any other product that creates foam in the jacuzzi at Los Andes space is prohibited. The finding of the use of products of this nature, as well as HERBS, PETALAS and others that generate WASTE, will result in charge of a fine of R$ 250.00 (two hundred and fifty reais). Only the use of bath salts that do not generate foam or residue that could damage the engines is permitted;
05.4 • After using the jacuzzi, keep it COVERED, avoiding excessive humidity in the environment, which damages local furniture. Please note that if additional cleaning is required due to a damp or wet environment, an extra cleaning fee of R$ 250.00 (two hundred and fifty reais) will be charged.
06 • Keep the kitchen organized. Dirty dishes and excessive grease, as well as leftover food in the refrigerator, minibar, oven and freezer, which require additional cleaning, will be charged an extra cleaning fee of R$ 250.00;
07 • Your PET is welcome here! 01 (ONE) pet (canine) is allowed. Daily fee worth R$ 150.00 (one hundred and fifty) reais for PETs weighing up to 10 kg, as long as they are accompanied by the owner and their vaccinations are up to date - Remember to fill out the specific form for your PET;
07.1 • The use of the jacuzzi/hydromassage together with your PET is prohibited;
07.2 • Damage fees and/or fines may be charged if your pet damages structures, furniture, or attacks other guests or employees;
08 • Our SMART TV has access to SKY BASIC programming, and also with the possibility of access to NETFLIX. Each customer is responsible for logging in with their NETFLIX user and logging out at the end of their stay, preventing other people from accessing it without their permission;
09 • In case of excessive dirt in your room/bungalow, bed linen, towels, jacuzzi, kitchen, an extra cleaning fee of R$ 250.00 will be applied; Damaged items will be charged;
09.1 • One (1) bath towel is provided per guest per night, bed linen is also provided (sheet, pillows, top sheet and blanket). In case of stains or damage to these items, the amounts for purchasing new products will be charged;
09.2 • If you have booked a romantic package, we ask that you do not pour them on the petals or soil the bed and bath linen, thus avoiding being charged with additional cleaning fees. Remember that petal stains do not come out with washing and in this case it will be necessary to replace the damaged parts;
09.3 • If stains and/or odor of URINE or other fluids are found on the bedding and linen, as well as on the mattress and/or pillows, sofa, cushions, carpet, caused by your PET or HUMANS, you will be charged the extra cleaning fee of R$ 300.00 (three hundred reais) the value of the following night (due to the need to block the room for disinfection and cleaning). Non-payment will be charged in court plus court costs and attorneys' fees.
10 • We recommend keeping the doors closed, as there are wild animals on the property that can enter the spaces and damage furniture or food. Open doors attract insects and mosquitoes that can disturb your rest;
11 • Visits must be communicated in advance. A fee of R$250.00 is charged per additional person regardless of length of stay;
11.1 • Items consumed in the minibar, as well as other expenses generated during the stay, must be paid immediately at your CHECK-OUT (at or before leaving the property) using the PIX key indicated on the back of your room door or by QR -CODE on top of your minibar. Non-payment will result in legal collection measures and inclusion in credit protection services (SPC / SERASA);
11.2 • Illegal activities are prohibited in all our environments;
11.3 • It is mandatory to register all the people in your household on a specific online form. If you haven't done so, get in touch and do it immediately, even in cases of quick visits, it is necessary. Including the payment of an additional fee. Minor children unaccompanied by their legal guardian (parents, guardians) must present formal authorization, registered with a notary before checking in;
11.4 • Keep your vehicles locked and your belongings under your custody for your safety; Do not give your password to third parties.
11.5 • Our parking is limited to 01 (one) passenger vehicle per household; Large vehicles, Vans, Buses, Motor Homes and others are not authorized to use the internal parking lot, due to limited space for maneuvers;
11.6 • Daily rates must be paid at the time of booking;
11.7 • Please respect the maximum number of guests in each bungalow; Atlantic (4 people); Pacific (4 people); Artic Chalet (4 people) Please note that the daily rates refer to the price for a couple (two people), additional guests will be charged;
11.8 • It is prohibited to take objects from the kitchen, bedrooms and other areas away. Subject to the imposition of a fine and payment corresponding to the object taken;
11.9 • Check the voltage of the sockets correctly, charges will be charged for damage to the equipment available;
12 • Change of ownership (name of main guest, reservation holder) can be requested. The cost for moving the main guest is R$120.00 and must be paid before check-in. Changes will not be accepted after check-in time;
13 • It is prohibited to take items from homes or property away, under penalty of fine and subject to sanctions provided for by law (theft, qualified theft);
13.1 • We have an ALEXA in the Atlantic bungalow. KINDLY note that due to unstable internet signal, interruptions in WI-FI connectivity services may occur;
13.2 • It is not permitted to move furniture, damage to the floor resulting from moving furniture will be charged, as well as additional fees for the organization of spaces that are modified during your stay. Remember that some doors, drawers and cabinets are locked, any opening of which will incur an additional charge. In case of breakage of items in the rooms or damage caused by misuse in internal and external environments, they will be subject to a charge for the amount to be identified by assessment and/or budget. Non-payment will result in administrative charges (in addition to the budget made), protest at a notary's office, legal charges, plus legal fees and inclusion in the SPC/SERASA credit protection services;
13.3 • Umbrellas are provided on loan during your stay, in all locations they are monitored upon collection and MUST be returned to the same location. In case of loss/loss/damage, the amount of R$ 120.00 (one hundred and twenty reais) per unit will be charged.
14 • Our internet is rural and is a courtesy offered by the property, other stays in the region do not offer it. Signal fluctuations and interruptions may occur, for these cases we have TV available with access to SKY BASICA programming. Take advantage of your stay and the opportunity to contemplate nature; DISCONNECT!!!
15 • Optional items that can be purchased MUST comply with the maximum period for acquisition and will not be refunded in cases of withdrawal or purchase after the deadline. Late-check-out (departure beyond standard hours) is only permitted upon prior consultation and payment, it has an additional cost of R$590.00 (five hundred and ninety reais) for departure until 5:00 pm when possible. Breakfast must be purchased 72 hours (seventy-two hours) before check-in (your arrival) - please consider the standard start time of your stay: 2:00 pm (subject to availability). Purchases made within this period will not be honored, as the items need to be communicated to the supplier for delivery. The same goes for romantic packages, wedding nights and bouquets of roses, which must be purchased at least 72 hours (seventy-two hours) before the start of your arrival. Optional items will only be confirmed after payment and if they are within the possible purchase period, if you purchased without observing the period, which is described at the time of your purchase, there will be no refund of the amounts, nor cancellation of other services and overnight. The administration will analyze case by case, and will respond formally only to the holder of the reservation/stay.
15.1 • Although the accommodations allow children under 18 years of age, as long as they are accompanied by a legal guardian or with due express authorization (see documentation with our service), the place is not suitable for children and does not have attractions and entertainment for the same. It is the guardians' full responsibility to ensure the safety of minors, preventing them from drowning in the hot tubs, or falling into gaps on decks or beds. WE DO NOT PROVIDE COTS OR EXTRA BED IN THE ROOMS.
15.2 • Forgotten/lost items will be kept for 30 (thirty) days from the check-out date and it is the responsibility of the reservation holder or those who were staying to collect them during this period. If the object cannot be collected directly from the property, it can be sent via post office (an administrative fee for the shipping procedure will be charged, plus the postal fee for postal services), consult our customer service department to check the rates. After the informed period of 30 (thirty) days from the check-out date, if the forgotten item is not claimed, it will be duly discarded, leaving the property exempt from any subsequent claims.
15.3 • Food, drinks, perishable items, among other similar items, will be immediately discarded as organic waste as there is no way for the property to identify the origin, avoiding risks of contamination in the environment.
CANCELLATIONS AND REFUNDS
Strict Policy*
01 - Cancellations can be requested up to 30 (thirty) days in advance of the check-in date, an administration and refund fee of 50% (fifty percent) of the total reservation value will be charged;
02 - If cancellation occurs within the period of 30 (thirty) days prior to the check-in date, the total amount of the reservation already paid will be charged;
03 - Change of dates must occur at least 30 (thirty) days in advance, where a fee of 50% (fifty percent) of the total reservation value will be applied;
04 - In case of CANCELLATIONS, the refund will ONLY be made to the account of the reservation holder (individual or legal entity);
05 - The deadline for refund, when applicable, is up to 15 (fifteen) business days after the request;
06 - If you choose to cancel, please inform the date of your reservation, full name, CPF, date of birth, bank, branch and current account for refund. If you have a PIX registered, also provide the identification key with the financial institution's data. Send all this data to the email gerencia@deck1920.com.br
07 - Cancellations will only be made if they are within the period mentioned above, with due collection of the fees mentioned. The entire procedure is carried out exclusively via email, with WhatsApp being just a means of making reservations and answering questions regarding the stay;
08 - After the cancellation request is confirmed by email, it cannot be undone; CANCELLATION REQUESTS MADE BY OTHER MEANS WILL NOT BE ACKNOWLEDGED (email only:) GERENCIA@DECK1920.COM.BR
09 - To change ownership, you must use the specific form on our website. There is a cost of R$120.00 to change ownership (when the reservation holder can no longer attend for some reason).
NOTE: If the cancellation/refund request is made on a holiday or weekend, the date from the day and time of receipt of the email with the above data will be considered. All emails will be responded to within 3 (three) business days.