Frequently Asked Questions
Here is a brief list of the most common questions asked by our guests. If your question is not listed here, please contact our support team via chat or call our reservations center. We'll be happy to help!
What are the check-in and check-out times?
Check-in time starts at 2 PM and check-out is until 12 PM. Check-in after 2 PM, including during the early morning hours, is fine as our reception is open 24 hours. If you need to extend your check-out time or check in early, we recommend contacting reception in advance, as this may incur additional costs. If you need to leave your luggage at the hotel before check-in or after check-out, we have a luggage storage facility available free of charge.
What documents should be presented at check-in?
Due to the requirements of Decree 6.022 of January 22, 2007, to complete your check-in, it is necessary that the main information on the accommodation form be filled out correctly. This information includes: full name, CPF (passport, in the case of foreigners), identity document, full address, telephone number with area code, and email.
Does the hotel accept children?
Kembali is an exclusive hotel for guests 18 years of age and older.
What are the payment methods?
We accept Visa, Mastercard, Diners Club, Elo, and American Express cards. We do not accept checks. We do not accept virtual cards or third-party cards.
At check-in, you will be asked to present the card used to pay for the reservation. If the card used to pay for the reservation does not belong to the guest, or if the reservation was paid with a virtual card, the reception will request a new payment with a physical card and the previous payment will be refunded.
How do I know if my reservation has been confirmed?
Reservations will only be confirmed after payment is made by credit card. Reservation confirmation will be sent to the registered email address immediately after transaction confirmation. At check-in, you will be asked to present the card used for the purchase of the accommodation, as well as an official photo ID to verify ownership.
How does the cancellation policy work?
Reservations made at the REFUNDABLE RATE may be cancelled up to 15 days prior to check-in, subject to a 20% penalty fee*, or the amount paid may be used for accommodation on another date (subject to availability and conditions of the credit note sent by the reservations center).
For cancellations made after this deadline, the penalty will be the total value of the reservation. Reservations made at the NON-REFUNDABLE RATE do not allow changes or cancellations. In case of withdrawal, the penalty will be the total value of the reservation (no refund).
For peak season periods, Christmas, New Year's Eve, Carnival, congresses, events and holidays, the prepaid amount will only be refunded for cancellation requests in writing from the client and with the hotel's agreement, respecting the following conditions: For cancellations up to 45 days before check-in (except for non-refundable rates), a penalty* of 20% will be charged on the total amount.
After this period, the penalty will be the total value of the reservation (non-refundable). *A 20% fee, related to taxes, will be charged for cancellations made by credit card, regardless of the cancellation deadline.
Does the hotel have free Wi-Fi?
Yes, guests have free Wi-Fi access in all areas of the hotel, including the apartments.
Is smoking allowed in the hotel?
We are committed to ensuring an odor-free environment in the apartments and other areas of the hotel. Therefore, smoking is not permitted in the rooms and enclosed areas of the hotel, and is subject to a fine related to the anti-smoking cleaning.
Does the hotel have free parking?
Yes, for the convenience and safety of our guests, we have free parking in front of the hotel.
Is a shuttle service offered?
Although Kembali does not have its own shuttle service, we are pleased to partner with a renowned company that guarantees safe, comfortable, and high-quality transportation for our guests. Pontual Turismo (which has a counter in the hotel lobby) offers a variety of services, including tours and transfers.
Are pets allowed?
We do not allow pets in the hotel.
What is the voltage of the outlets?
Our electrical outlets are the Brazilian standard, and the voltage in our apartments is 220V. Please note that we provide hair dryers in all rooms.
What services are not included in the daily rate?
The following services are not included in the daily rates:
Excursions, surf lessons, spa services, bike trails, photography, laundry, external phone calls, and experience packages.
How can I book romantic or anniversary experience packages?
During the online booking process, you have the option to explore the romantic packages offered and add them to your purchase. If you prefer, you can also book them directly at the resort reception. It is important to check the prices and deadlines for setting up the package in advance. Room decoration will be done on the first day of your stay and may vary depending on the accommodation category selected in the booking. Please note that each booking allows the inclusion of only one experience package.
Does Kembali Hotel hold raffles or promotions on social media?
We do not conduct sweepstakes or promotions on our social media networks, nor on the social media networks of third parties, whether individuals or companies.
Does Kembali contact you through social media to ask for your credit card information?
To ensure the security of our customers, we clarify that we do not request credit card details, bank transfers, or any form of payment through social media. Payments for reservations can be made directly on our website or through our reservations center, upon email notification. We value the protection of our customers' personal and financial data and recommend that all transactions be carried out exclusively through official channels.
Email: reservas@grupoarmacao.com
Reservations: (81) 2126.2160 or (81) 99146.2083 (WhatsApp)
Reception: 99103-1760 (WhatsApp)
Are there other Kembali Hotel profiles on Instagram?
The only profile we have on Instagram is @kembalihotel. This is the same name we use on Facebook and TikTok as well.
How far is the hotel from the beach?
Kembali is a beachfront hotel with direct access to the beach. We are also very close to the natural pools and the center of Porto de Galinhas (just a 5-minute drive, or 2 km).
What are the opening hours for the recreational areas?
The swimming pools can be used from 8 am to 8 pm.
The gym is open from 7 AM to 10 PM.
The bar service operates from 10 AM to 4 PM.
What are the restaurant and bar's opening hours?
Breakfast: 7am to 10am
Lunch: 12pm to 3pm
Dinner: 7pm to 10pm
Bar: 10am to 4pm
Room service: until 10 PM
What are the reception hours?
To ensure the best comfort for you, our reception is open 24 hours a day.
