Internal Regulations

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Internal Regulations

Dear Guests,

    For your own comfort and safety, as well as that of other guests, we kindly ask you to carefully read and observe our Internal Regulations:
    Hotel accommodation is governed by the conditions described below and published on the Internet, through our website, and is available in the apartments and at the reception.

  • 1) CHECK-IN: 4:00 PM / CHECK-OUT: 2:00 PM:
    • (Regardless of the guest’s arrival time at the hotel). For check-out after 2:00 PM, only with prior authorization from Reception, which must be requested by 10:00 AM. Authorization will only be granted after confirming the availability of the apartment. If check-out is extended, an extra fee will be charged as per the rate schedule at reception.

  • 2) RESTAURANT:
    • Breakfast is served from 8:00 AM to 10:00 AM, lunch from 12:00 PM to 2:30 PM, and dinner from 7:00 PM to 9:30 PM. These meals are included in the daily rate. The hotel will not serve meals before or after the above times, regardless of the guest’s arrival or departure time. The hotel will only serve items listed in the breakfast, lunch, and dinner buffet. Any extra items requested will be charged separately.
      • A “Corkage Fee” is charged for beverages consumed that were not purchased at the hotel, and the minibar cannot be used for external items.
      • The baby pantry is available 24 hours a day on the second floor at the end of the corridor (even-numbered side), with some ingredients available for preparing food exclusively for children.

  • 3) GUEST IDENTIFICATION:
    • According to the Ministry of Tourism (EMBRATUR) regulations, it is mandatory at Check-In to fill out the FNRH (National Guest Registration Form) and present a valid original photo ID. This applies to everyone, including adolescents aged 12 to 17. For children (0 to 12 years old), in addition to an identification document (birth certificate or other official document), a written authorization with notarized signature from both parents or legal guardians is required if the child is accompanied by individuals other than their parents or legal guardians.

  • 4) BED AND BATH LINEN:
    • Bed linen is changed every 3 days, and bath linen every 2 days. Additional changes can be requested, with an extra charge for the laundry service.
    • The hotel provides pool towels, one per guest per day.

  • 5) GUEST DUTIES:
    • Maintain behavior appropriate to the hotel’s family-friendly environment;
    • Respect the service hours and rules;
    • Report any irregularities to management so that appropriate measures can be taken;
    • Compensate for any damages caused to the hotel;
    • Vacate the apartment by 2:00 PM. The bill will only be closed after key return and check-out. Unauthorized late check-out may result in belongings being moved to reception or another apartment under supervision.
    • Use hotel property with care to avoid damage, such as staining or tearing bed and bath linen, damaging electrical appliances, furniture, safes, or decorative objects. Any damage will be charged in addition to daily rates and other expenses.

  • 6) RESTRICTIONS:
    • It is FORBIDDEN for guests to:
    • Use hotel employees for personal services;
    • Interfere with hotel administration services;
    • Exceed the occupancy limit for their accommodation type;
    • Engage in acts contrary to morality and good customs;
    • Smoke inside the restaurant, apartments, bathrooms, and other indoor areas; designated outdoor areas are available;
    • Cook in the apartments. The minibar is restricted to hotel provisions, and guests may not bring outside food and beverages into suites;
    • Play loud music. The noise curfew must be respected, especially after 10:00 PM;
    • Hang clothes on the hotel balcony;
    • Possess or use any prohibited substances or weapons;
    • Engage in improper sports activities that may endanger others;
    • Use toys in inappropriate areas;
    • Bring animals into the hotel premises;
    • Leave glass containers in circulation or leisure areas.

  • 7) GUIDELINES AND INFORMATION:
    • Loss of the apartment key card will result in an extra charge.
    • Take care of your belongings when leaving your room or using common areas.
    • Always lock your room windows and door before leaving.
    • Valuables such as jewelry, cameras, and cash should be stored in the in-room safe provided free of charge.
    • The hotel is not responsible for vehicle damage, theft, or acts of nature.
    • For information on city services, medical assistance, and tourist attractions, please contact reception.
    • Hotel towels and objects must not be removed from the premises.
    • Guests causing damage to hotel property will be charged at check-out.
    • Noise and disturbances must be avoided, especially between 10:00 PM and 7:00 AM.
    • The hotel reserves the right to refuse accommodation or request the departure of guests violating these regulations.
    • Children should not be left unattended in private or common areas.
    • Additional expenses such as minibar, phone, and bar services will be charged to the guest’s account.
    • The hotel does not provide lifeguards for pools or leisure areas.
    • Lost and found items will be stored for a maximum of 3 months.
    • For any issues or suggestions, please contact reception or email gerencia@grandresortserranegra.com.br

  • Thank you for your preference.
    Management.