account General Terms and Conditions of Sales: Brazil
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Updated on: 13/02/2024
1. On-line booking procedure
The booking procedure is as follows:
1.1. Select the hotel, number of guests, type of room and room rate.
1.2. Select any additional services (extras), such as breakfast, pet or late check-out, unless these services are already included in the rate mentioned in point 1.1
1.3. Verify the details of the booking, the total amount, and the specific terms and conditions (room, rate and/or additional services). Then, enter the guest details.
1.4. Enter your debit or credit card details. Read carefully and then accept the general terms of sale, the specific terms of sale of the booked rate, and finally, confirm your booking.
Should your reservation be refundable, the credit / debit card details will be collected exclusively to secure the booking and will be kept strictly confidential. Should your reservation be non-refundable, the payment will immediately be charged. In both cases, your personal data, including your bank and / or credit / debit card details, will be held confidential in compliance with the rules provided by the B&B Hotels Privacy Policy and Law No. 13.709 / 2018 (General Data Protection Law - “LGPD”).
1.5. B&B Hotels shall acknowledge receipt of the booking by immediately sending an voucher/e-mail summarizing: the guest information (name, sex, age, type of travel business or leisure), the type of booking made, any additional services booked, the booking dates, the rate, the total amount and a breakdown of this amount, the terms of sale related to the selected rate (accepted by the customer), customer service information, and the address of the hotel to which the customer can send any complaints, should they have any. In the absence of this letter of acknowledgement, the hotel agreement cannot be deemed as finalized by B&B Hotels.
2. Bookings
2.1 Refundable booking
A refundable booking gives right to the customer to amend and cancel the booking (within the limits set out in article 3 below) and are subject to a limited penalty in the event of no show (see paragraph 4 below). Moreover, providing your credit/debit card details to pay for your booking as per paragraph 1.4 above does not imply you will be immediately charged for the nights you have booked: details are required exclusively as a guarantee. The payment must be done at the hotel check-in. These data will be kept strictly confidential and in compliance with the rules provided for in the B&B Hotels Privacy Policy and the LGPD.
2.2 Non-refundable booking
Non-refundable bookings mean special, packages or discounted offers, which are only available on the official website or through B&B Hotels’ commercial partners. Such offers cannot be combined with other discounts and cannot be cancelled, refunded, or changed, as per paragraphs 3 and 4 below. 100% of the total amount of the booking (including rooms and any additional services) will be charged at the time it is made, unless expressly stated in the terms of the offer, and this amount (including rooms and any additional services) shall not be refunded under any circumstances.
2.3 Group bookings
A booking of more than ten (10) rooms will be classed as a group booking and may be subject to special terms and conditions and/or supplements (including pre-payments, penalties and joint liability), to be specifically agreed with B&B Hotels and its partners in writing.
2.4 Children
Special terms and conditions apply depending on the hotel of your stay. Please contact the hotel directly for more information.
Important: Minors (-18 years old) must always be accompanied by both their parents or legal guardians during their stay at B&B Hotels or partner hotels and must present identification documents at check-in. In case of absence of both parents or legal guardians, the child/adolescent must be accompanied by an adult who must present written authorization granting powers for the care and custody of the minor, as well as to specifically consent to the processing of the child's or adolescent's personal data, as determined in Article 14, §1, of the LGPD.
2.5 Pets
We allow pets (dogs/ cats) up to 14 kg, one per room, subject to the conditions set out in Article 9.2, with an additional charge of BRL 40 + ISS per day (it is necessary to present the updated vaccination card). Please contact the hotel directly for further information. Service dogs, on which the guest can demonstrably rely, are exempt from the fee.
2.6. Booking
The reservation will be effectively confirmed when the guest receives the confirmation notification in the email address provided in the reservation. It is the responsibility of the guest to verify all the information and inform the hotel through the available communication channels in case of any errors.
3. Cancellation or Modification of Your Reservation
3.1 Cancellation of Your Stay
"Non-refundable" reservations may be refunded if the cancellation request is made within 7 (seven) days after the reservation confirmation, excluding reservations made in person at the hotel. After this period, reservations cannot be changed or canceled by the customer, and under no circumstances will the amount (including room charges and any additional services) paid in full when confirming the reservation according to Article 1.4 will be refunded.
“Refundable” bookings may be cancelled free of charge until 18:00 on the day before the scheduled date of arrival. To cancel a booking, you must expressly inform the hotel of your intention to cancel by contacting them directly by telephone and/or e-mail or through the website with your reservation number and period of stay. You will receive confirmation of the cancellation immediately. In the event of subsequent cancellation, the hotel will charge the amount corresponding to the first night by debiting the credit/debit card provided as security, to cover the no-show/cancellation costs. The remaining nights will be cancelled.
3.2 Extending your stay
Contact the hotel reception before 12:00 to find out about availability. If there are rooms available, these must be paid for immediately and extended access to them will be given.
3.3 Cutting short your stay
In case of “refundable” bookings, you must notify the hotel before 18:00 on the previous day that you are cutting short your stay. A refund will be made for the proportional part of the cancelled stay (using the same method as the one used to make the payment).
No refund will be given for “non-refundable” bookings or for discounted bookings, special offers or packages (these are not refundable).
4. No-show
In case of “refundable” bookings, in the event of no show by the customer within [midnight] of the expected date of arrival, the hotel's obligation to honor the booking will immediately terminate.
A no-show will lead to the immediate charge of the amount corresponding to the first night by debiting the credit/debit card provided as security, to cover cancellation/no-show costs. The remaining nights will be cancelled.
In case of “non-refundable” bookings, in the event of no-show by the customer within [midnight] of the expected date of arrival, the hotel's obligation to honor the booking will immediately terminate. No further amounts will be charged in addition to 100% of the total amount of the booking already paid by the customer upon reservation.
5. Price - Taxation
Prices are indicated before and during the room booking process. The prices shown are per room, for the number of people, type of room, dates, and the selected hotel.
The prices confirmed to the customer include all taxes (except the tourist tax, which is optional in some states) and are only valid for the period stated on the website. Unless stated otherwise, any additional services (breakfast, parking, etc.) are not included in the price.
The tourist tax is never included in the booking (either in “refundable” or “non-refundable” bookings) and must be paid directly to the hotel on the day of arrival as per the guest discretion. The tourist tax can vary according to the Brazilian national or regional legislation applicable in each case.
The prices shown include the VAT (ISS TAX) in force on the date of booking. Any changes in the VAT rate (ISS TAX) will be automatically passed on and added to the price shown when the stay is invoiced (date of arrival).
Any modification or introduction of a new law or regulation imposed by the competent authorities will automatically be passed on and added to the price shown when the stay is invoiced (date of arrival).
6. Payment
Online payment is made by credit/debit card (only Visa, Visa Electron, Maestro and/or Mastercard) via a secure payment system (Adyen). Customers will be asked for their credit/debit card number, the expiry date and the CVV (numbers on the back of the card). The person staying at the hotel must be the cardholder.
Any irregularity detected in the payment or form of payment (even after full payment has been made), payment not being made, incomplete or fraudulent payment, or proof of illegal activity related to payment which can be attributed to the customer, or the customer in collusion with a third party, shall lead to the complete cancellation of the booking at the customer’s expense, without the need for prior notice, and without prejudice to any civil or criminal proceedings that may be brought against the customer.
In the event the booking procedure requires immediate payment (non-refundable booking), after the payment is completed the customer will receive a detailed confirmation via e-mail to the email address provided, serving as proof of payment of the booking. This proof of payment shall be presented directly during check-in. In the case of non-refundable bookings, the signature of the holder of the card used to pay for the booking will be requested.
When you arrive at the hotel, you can request a detailed invoice for the full amount of your stay, including the tourist tax (if applicable).
An invalid credit card will automatically mean the cancellation of the booking in the same terms as those provided for irregular or fraudulent payment.
Refundable reservations are payable directly at the hotel upon check-in.
7. Complaints
Any suggestions, complaints or disagreements about the services provided in any of our hotels should be addressed directly to the hotel you are staying in or to the following e-mail address: contato.brasil@hotelbb.com within 30 calendar days from the last day of your stay in the hotel.
8. Liability
Photographs and information that appear on this website are non-binding.
B&B Hotels cannot be held liable for the non-performance or poor performance of the booking due to force majeure, third parties or the customer himself as well as the failure of the internet network or due to payment refusal by the cardholder’s bank.
9. Stay at hotel
9.1. Unless expressly stated otherwise, the room will be available starting from 14:00 on the first day (check-in) of the booking to 12:00 on the last day of the booking (check-out).
9.2. Pets shall only be accepted in B&B Hotels which indicate in their specific services that animals are allowed, providing they adhere strictly to the rules contained therein. This service shall be subject to an extra charge. The owner of the animal shall be directly responsible for any damage or inconvenience caused, either in the hotel or to third parties, employees, or guests of the hotel. Should the pet disturb other guests staying at the hotel, the hotel shall also reserve the right to immediately terminate the stay of the customer, who shall lose the right to make any claim or receive compensation. In addition, the cost of any damages caused during the stay shall be immediately charged to the customer.
9.3. According to the Brazilian laws, during the arrival of a client the hotel shall collect all the guest information filling the FNRH (National Guests Registration Information). Without this document the check-in is not allowed.
9.4. B&B Hotels reinforces its commitment to comply with the provisions of the General Data Protection Law - LGPD (Law No. 13,709 / 2018).
9.5. B&B Hotels certifies to its customers that all personal data collected to complete the National Guest Registration Form (determination imposed by Ordinance No. 177, OF SEPTEMBER 13, 2011) will be used exclusively for the purpose of complying with legal and regulatory obligations with the national authorities (art.7, III, LGPD) - these being responsible for the treatment of the personal data collected, observing the exclusive purpose of developing Public Policies related to national tourism, under the terms of the Law.
9.6. The customer agrees and undertakes to use the room in a reasonable manner in line with its purpose. Parties / meetings or any professional activity or customer service are not allowed. Any behavior contrary to moral standards and to the public order will lead to the hotel management to ask the customer to leave the hotel without any compensation or reimbursement (should payment have already been made), without prejudice for B&B Hotels to claim for further damages.
9.7. B&B Hotels provide free Wi-Fi access.
9.8. The customer agrees not to use their electronic devices to reproduce, represent, make available or disclose to the public any property protected by copyright or by a similar right, without the authorization of the holders of these rights, or in breach of their rights.
10. Overbooking and evacuation in case of force majeure
The hotel reserves the right to relocate customers totally or partially in an equivalent category hotel, depending on availability, solely and exclusively if the booked accommodation is not available (“overbooking”) for reasons attributable to the hotel. Any extra costs (either in terms of accommodation and/or transport), between the two hotels shall be borne by the hotel originally booked by the customer.
B&B Hotels shall not be liable for any breach of its obligations as a result of an event of force majeure. In this case, the hotel reserves the right to relocate all or part of the guests to an equivalent category hotel, according to availability.
11. Privacy
B&B Hotels will comply with the applicable Data Protection laws, including LGPD, committing, but not limited to:
i) Consent/Legal Basis and Information to Data Subjects: B&B Hotels will provide appropriate information to data subjects, through disclosure in its Privacy and Data Protection Policy regarding data processing flows, always obtaining a duly justified legal basis and, if necessary, the express and written consent of data subjects for the performance of data processing;
ii) Security, Data Integrity, and Transparency: B&B Hotels will implement technical and organizational measures to ensure the confidentiality and integrity of the personal data collected, through the establishment of a Data Protection Policy, the appointment of a Data Protection Officer (DPO), as well as the maintenance and updating of records of data processing flows, without prejudice to other obligations provided by law.
For detailed information on the collection, storage, access, sharing, and deletion of personal data collected within the scope of B&B Hotels' services and functionalities, the data subject may consult the Privacy and Data Protection Policy through the following link:, or contact their Data Protection Officer (DPO) via email at lgpdbrasil@hotelbb.com.
12. Applicable law
The terms and conditions contained herein are governed by Brazilian law for consumers (law 8.078/90), LGPD and other applicable laws.
13. Amendments to the General Terms of Sale
B&B Hotels reserves the right to amend, partially or totally, these General Terms of Sale, without prior notice.
14. Legal information
B&B Hotels Brasil Ltda. (“B&B Hotels”) is a company with registered office in São Paulo – SP Brazil, under CNPJ (Commercial Register) 21.211.330/0001-04, which is part of B&B Hotels Group and subject to the management and coordination activity of FINANCIERE B&B Hotels, a company duly established and existing under the law of France, having its registered office in 271, rue du Général Paulet, Brest, France, entered into the Commercial Register of Brest under number 448 178 533.
15. Invoicing information
The booking made through B&B Hotels will be invoiced by the hotel as indicated in the confirmation letter, being such company in charge of both providing the services you have purchased under this booking as well as collecting the corresponding hotel fees.
16. If you have not booked a room in our hotels
For further information about staying in our hotels in Brazil, send us an e-mail to: contato.brasil@hotelbb.com. Alternatively, you can contact our hotel receptions directly, 24 hours a day, seven days a week.
For individual contact details, go to the web page of each hotel. Check out the general terms of sale of other B&B hotels around the world by visiting our website www.hotel-bb.com.