FAQ
Here are answers to some of the questions we receive most often from our guests. If you can't find what you're looking for, please contact our team through the online chat or reach out to our Reservations Center. We'll be happy to assist you.
What are the check-in and check-out times?
Check-in begins at 2:00 p.m., and check-out is until 12:00 p.m.
You are welcome to check in at any time after 2:00 p.m., including late at night, as our Front Desk is open 24 hours a day.
If you would like to request an early check-in or late check-out, please contact the Front Desk in advance. Additional charges may apply, and availability cannot be guaranteed.
Complimentary luggage storage is available before check-in and after check-out.
What documents are required at check-in?
In accordance with Brazilian Federal Decree No. 6,022 of January 22, 2007, guests must provide the following information at check-in:
- Full name
- CPF (Brazilian Tax ID) or passport for international guests
- Government-issued photo ID
- Full address
- Phone number
- Email address
Does the hotel allow children?
No. Kembali Hotel is an adults-only property and welcomes guests aged 18 and over.
What payment methods do you accept?
We accept Visa, Mastercard, Diners Club, Elo, and American Express.
We do not accept:
- Personal checks
- Virtual credit cards
- Third-party credit cards
At check-in, guests must present the physical credit card used to make the reservation.
If the reservation was paid using a virtual card or a card that does not belong to the guest, a new payment using the guest's physical credit card will be required at check-in. The original payment will then be refunded.
How do I know if my reservation is confirmed?
Reservations are confirmed only after the credit card payment has been successfully processed.
A confirmation email will be sent immediately after the transaction is approved.
At check-in, guests must present the same credit card used to make the reservation, along with a valid government-issued photo ID.
What is your cancellation policy?
Reservations booked under the Refundable Rate may be canceled up to 15 days before check-in, subject to a 20% cancellation fee. Alternatively, the amount paid may be converted into a credit for a future stay, subject to availability and the conditions established by our Reservations Department.
Cancellations made within 15 days of check-in are subject to a penalty equal to the total reservation amount.
Reservations booked under the Non-Refundable Rate cannot be changed or canceled. In the event of cancellation or no-show, the full reservation amount is non-refundable.
For stays during peak season, Christmas, New Year's, Carnival, holidays, conventions, and special events, cancellations are accepted only upon written request and hotel approval, under the following conditions:
- Up to 45 days before check-in: 20% cancellation fee (except for non-refundable rates).
- Within 45 days of check-in: the full reservation amount is non-refundable.
A 20% credit card processing fee applies to all cancellations paid by credit card, regardless of the cancellation date.
Is Wi-Fi available?
Yes. Complimentary Wi-Fi is available throughout the hotel, including all guest rooms.
Is smoking allowed?
No. Smoking is prohibited inside guest rooms and all indoor areas of the hotel. A cleaning fee may apply for violations of this policy.
Is free parking available?
Yes. Complimentary parking is available directly in front of the hotel for all guests.
Do you offer airport transfers?
While Kembali Hotel does not provide its own transportation service, we proudly partner with Pontual Turismo, a trusted local company that offers airport transfers and tours.
Their service desk is conveniently located in the hotel lobby.
Are pets allowed?
No. Pets are not permitted at Kembali Hotel.
What voltage do the electrical outlets use?
Our rooms feature standard Brazilian outlets with 220V electrical service.
Hair dryers are provided in every guest room.
Which services are not included in the room rate?
The following services are available at an additional cost:
- Tours
- Surf lessons
- Spa treatments
- Bike tours
- Photography services
- Laundry service
- External phone calls
- Romantic and celebration experience packages
How can I book a romantic or birthday package?
During the online booking process, you can browse our available experience packages and add one to your reservation.
Packages may also be purchased directly through the hotel's Front Desk. Please contact us in advance to confirm pricing, availability, and the required booking notice.
Room decorations are prepared on the first day of your stay and may vary depending on your room category.
Please note that only one experience package may be added per reservation.
Does Kembali Hotel run giveaways or promotions on social media?
No. Kembali Hotel does not conduct giveaways or promotions on its own social media channels or through third parties, influencers, or partner accounts.
Will Kembali Hotel contact me through social media to request credit card information?
No.
For your security, Kembali Hotel never requests credit card information, bank transfers, or any type of payment through social media.
Reservations should only be paid through our official website or directly with our Reservations Team via email.
Official contact channels:
Email: reservas@grupoarmacao.com
Reservations:
+55 (81) 2126-2160
+55 (81) 99146-2083 (WhatsApp)
Front Desk:
+55 (81) 99103-1760 (WhatsApp)
Does Kembali Hotel have other Instagram accounts?
No. Our only official Instagram account is @kembalihotel.
The same username is also used on Facebook and TikTok.
How far is the hotel from the beach?
Kembali Hotel is located directly on the beach, with private access to the shoreline.
We are also just 2 km (1.2 miles) from the center of Porto de Galinhas and the famous natural pools, approximately a 5-minute drive away.
What are the hours for the leisure facilities?
Swimming pools: 8:00 a.m. – 8:00 p.m.
Fitness center: 7:00 a.m. – 10:00 p.m.
Beach bar service: 10:00 a.m. – 4:00 p.m.
What are the restaurant and bar hours?
Breakfast: 7:00 a.m. – 10:00 a.m.
Lunch: 12:00 p.m. – 3:00 p.m.
Dinner: 7:00 p.m. – 10:00 p.m.
Bar: 10:00 a.m. – 4:00 p.m.
Room service: available until 10:00 p.m.
Is the Front Desk open 24 hours?
Yes. Our Front Desk is available
24 hours a day to assist you throughout your stay.
