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General Policies

Policies and rules

Please review our policies so your stay may unfold peacefully and with respect for all guests.

  1. Check-in

    From 3:00 PM to 9:00 PM. If you require check-in after 9:00 PM, availability must be checked in advance, with possible additional charges. Early check-in fees may apply and are subject to availability. If you wish to anticipate your check-in, please contact us before your arrival.

  2. Check-out

    Until noon. Delayed vacating of the accommodation may result in the charge of an additional night. If you wish to request late check-out, please contact us in advance to check availability and the applicable fee.

  3. Nightly rate policy

    The commercial nightly rate at Naatooh refers to a 21-hour period, with check-in at 3:00 PM and check-out by 12:00 PM, reserving 3 hours for sanitization, cleaning, housekeeping and preparation of the accommodation. For the purposes of these policies, the term “nightly rate” may be used generically to refer to the commercial nightly rate, without altering the 21-hour lodging period or the previously established check-in and check-out times.

  4. Breakfast

    Breakfast served in the lounge/lobby is included in the nightly rate.

  5. Children

    Due to Naatooh’s architecture and the proposal of offering a more intimate and tranquil experience for our guests, we only accommodate children from 12 years old. However, we reserve the right to welcome children under 12 years old on special dates or specific promotional actions, according to our programming.

    Minors may not stay unaccompanied by a responsible adult. In the case of minors not accompanied by their parents or legal guardians, it is mandatory to present an authorization with notarized signature from the parents or legal representatives, granted to the accompanying adult.

  6. Pets

    We accept pets (small and medium-sized dogs and cats, limited to one pet per accommodation), with an additional cost of R$ 150,00 per night.
    1. The guest must inform us prior to check-in if they will be accompanied by a pet, so the accommodation can be properly prepared.
    2. The additional rules for receiving pets at naatooh.com.br/pets must be observed.

  7. Stay value

    Reservations are only confirmed upon prior payment of the full amount of the stay, in the amount established according to the number of guests, the accommodation type and the selected period, whether through digital platforms or by reservation made directly with Naatooh. Transaction receipts become an integral part of the agreement between the parties.

  8. Cancellation

    Payment of the reservation amount does not allow cancellation or refund.

  9. Date changes

    In the event of proven force majeure, communicated at least 7 days before the check-in date, the guest may request to reschedule the stay. In this case, a rescheduling fee equivalent to 30% of the total reservation amount will be charged.
    1. In this case, a credit will be generated for the remaining balance, after deduction of the rescheduling fee, to be used toward a new reservation, whose stay must take place within a maximum period of 6 months. This credit will apply only to non-promotional rates.
    2. Non-promotional rates are understood as those that do not include discounts, promotions or special conditions.
    3. Any difference between the total amount of the new reservation, including fees and rates, and the value of the credit generated must be paid by the guest at the time of the new reservation.
    4. Use of the credit is subject to room and date availability.
    5. Reservations for special dates and holidays will not be eligible for use of the generated credit.
    6. The minimum base rate for the new reservation will be the rate paid by the guest at the time of the original reservation.
    7. If the current rate for the new date is lower than the rate initially paid, the minimum rate considered for rescheduling purposes will be the rate in effect at the time of the original reservation.
    8. If the current rate for the new date is higher, the guest must pay the rate difference in order to complete the rescheduling.

  10. No-show (withdrawal without cancellation)

    Failure to arrive on the scheduled arrival date without prior notice will be considered a no-show. The reservation will be cancelled with retention of 100% of the amount paid. There will be no refund of the amount paid.

  11. Withdrawal or early departure

    Withdrawal on the day of check-in, after the check-in time, upon arrival or after entry to Naatooh, as well as early departure for any reason, will not entitle the guest to any type of restitution, cash refund or credit for future use, resulting in the total loss of the amount paid for the package or nightly rate.

  12. Credit card payment and cardholder ownership

    1. For reservations made by credit card, the card used for payment must necessarily be in the name of the guest who is the reservation holder.
    2. At check-in, the reservation holder must present the physical card used for the purchase, together with an official photo ID, for security verification.
    3. Third-party cards will not be accepted, even if the reservation was made as a gift or through another person.
    4. If the physical card used for the reservation is not presented at check-in, or if the card is in the name of a person other than the reservation holder, the hotel may condition release of the stay upon regularization of payment through a means accepted by the hotel.

      In this case, when operationally possible, the guest may make a new in-person payment using a card in their own name, through a card terminal and with password authentication. After confirmation of the new payment, the hotel may arrange the reversal of the previous payment, according to the deadlines and procedures of the card issuer, the acquiring bank and/or the payment platform used.

  13. Gift reservations

    1. Reservations made as gifts should preferably be paid by Pix or bank deposit before the guest’s arrival.
    2. For security reasons, gift reservations should not be made with third-party credit cards. If payment is made by credit card, the card must be in the name of the reservation holder and must be physically presented at check-in, together with an official photo ID.
    3. If the gift reservation was made with a third-party card, the hotel may request regularization of payment before or at check-in, using a payment method accepted by the hotel.

  14. Pre-authorization, deposit and guarantee for charges

    1. In addition to payment of the nightly rates, at check-in it will be necessary to make a credit card pre-authorization as a guarantee/deposit for any charges, damages, fines, losses, additional expenses or outstanding amounts during the stay.
    2. The pre-authorization must be made on a physical credit card belonging to one of the guests on the reservation, upon presentation of the card and an official photo ID.
    3. The pre-authorization will be made in the amount of R$ 500,00 per reserved night and does not constitute an immediate charge. In the absence of additional expenses, the amount will be released according to the deadlines and procedures of the card administrator, the acquiring bank and/or the responsible financial institution.
    4. For reservations paid by Pix, bank deposit or any other method that does not involve a credit card, presentation of a physical credit card belonging to one of the guests remains mandatory for the guarantee pre-authorization.
    5. If the guest does not have a credit card for the pre-authorization, the hotel may, at its sole discretion, accept a Pix deposit in the amount corresponding to R$ 500,00 per reserved night.

      In the absence of additional expenses, the Pix deposit amount will be refunded after check-out, after deduction of any charges, damages, fines, losses, additional expenses or outstanding amounts, if any.

  15. Commercial photos and videos

    Photos and videos for commercial purposes are not permitted in private or common areas of the property. Non-compliance will result in a fine of R$ 5.000,00, without prejudice to other compensation for losses and damages when misaligned with Naatooh values.

  16. Non-smoking

    Smoking is prohibited throughout Naatooh, both in common areas and private areas. Non-compliance will result in a fine equivalent to 100% of the nightly rate, applied to each infraction in the case of repeated conduct.

  17. Silence

    The use of speakers in common areas is not permitted, nor is noise or loud sound after 10:00 PM, in order to preserve the tranquility of all guests.

  18. Visitors

    Access to Naatooh is exclusive to guests, and visitors or third parties are not allowed in the accommodation. Guests’ invitees may be received at the restaurant, with prior reservation through the concierge, restricted to adults (children only when staying at the hotel).

  19. Acceptance of terms

    By completing the reservation, the guest agrees to all terms of these policies, committing themselves and their companions to comply with all rules set forth herein.

Any questions about the policies?

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