Terms of Use and House Rules

The The Room experience was designed to offer a high-end stay, minimalist design and technological comfort. By completing the booking, the reservation holder fully agrees to the terms and rules below. Breach of these guidelines may result in fines and immediate cancellation of the stay, with no right to a refund.

1. Cancellation and Refund Policy

• Standard Booking: The guest may cancel the booking and receive a full refund as long as the cancellation is made at least 48 hours before the check-in time.
• Late Cancellations: Cancellations requested less than 48 hours before the check-in date are not eligible for a refund, due to the logistics and preparation costs already incurred for the unit. Last-minute bookings made within the 48-hour window follow the same non-refundable rule.
• Non-Refundable Rate: If the guest uses the discount coupon SEMREEMBOLSO at the time of purchase, they receive a 3% discount on the nightly rates, but waive the right to cancel or change dates under any circumstances.

2. Check-in, Check-out and Late Check-out Fee

Our cleaning and maintenance schedule is strict in order to ensure excellence for the next stay.

• Check-in: From 2:00 PM.
• Check-out: Strictly until 11:00 AM.
• Delays: Remaining in the unit after 11:00 AM without prior authorization will result in a fixed fee of R$ 700.00. This amount covers the logistics costs caused by the delay and the possible need to relocate the next guest to another high-end property.

3. Cleaning, Inspection and Damages

As a courtesy of our hospitality, we do not require guests to remove the trash from the unit at check-out; our cleaning team will take care of everything.

• In case of any incident, the guest must inform our team immediately to minimize the impact.
• Incidents that result in irreversible damage to linens, rugs, furniture or surfaces, such as bodily fluids, vomit, wine stains, makeup or chemical products, will be charged to the reservation holder.
• The amount charged will be exactly the current market cost for identical replacement of the item. To ensure full transparency, management will provide the official online purchase link for the product so the guest can verify the actual replacement cost.

4. Infrastructure and Automation (HomeKit)

The Room units operate through an integrated and smart ecosystem.

• All cabling infrastructure, including network, electrical, audio and TV HDMI cables, is intentionally hidden and built in.
• It is strictly prohibited to open panels, remove covers, handle, connect or disconnect any type of cable in the unit. Any improper handling that alters the space automation will be treated as structural damage.

5. Minibar and Consumption

We offer minibar and convenience items directly in the unit at competitive prices, so guests do not need to go to the building’s mini market.

• Payment must be made via PIX by scanning the QR Code available on the counter/minibar area.
• If the cleaning team identifies consumed items that were not registered in the system during check-out, we will send a friendly WhatsApp notification for payment regularization.

6. JH Palhano Building and Condominium Rules

Our units are located in a prestigious residential condominium. Guest behavior must reflect respect for the residents.

• Quiet Hours: Absolute respect between 10:00 PM and 8:00 AM. Parties and unauthorized events are strictly prohibited.
• Common Areas: Use of the swimming pool on the 2nd floor and the gym/pilates area on the rooftop must follow the condominium’s clothing and safety rules, such as no glass containers in the pool area.
• Condominium Fines: Any breach of condominium rules that results in a warning or fine for the unit will have its amount fully and immediately passed on to the reservation holder for payment.

7. Commercial Use and Photo/Video Shoots

Use of our studios for commercial purposes, such as photo shoots, video recording, showrooms or similar activities, requires prior notice and authorization from management. We encourage early communication so we can evaluate potential partnerships or the need to prepare the unit with extra items for your project.

8. Smoking Policy

To keep the environment free from odors and ensure the comfort of allergic guests, smoking is strictly prohibited, including cigarettes, cigars, vapes or similar items, in the enclosed indoor areas of the units.

• Smoking is allowed only in ventilated outdoor areas: on the balcony of unit 1902 or in the Screen Glass area of unit 2202, provided it is fully open. The Screen Glass must be fully closed in case of wind, rain, or when leaving the unit.
• Failure to comply with this rule subjects the guest to a deep cleaning and deodorizing fee.

9. Occupancy and Visitors

The unit is restricted to the exact number of guests informed and paid for at the time of booking. For biometric security and condominium reasons, visitors or third parties are not allowed to enter unless they have completed the official check-in form in our system.