Question 1

Does Charlie accept pets?

Accepted Answer

Charlie loves animals, but we do not accept pets in our apartments. Exceptions may be considered only for reservations over 90 days, subject to the rules of the chosen property, and for House of Charlie Paraiso for stays over 5 nights. We only consider dogs weighing up to 10kg as pets.

Question 2

How far in advance can I cancel my reservation at no cost?

Accepted Answer

Cancellations for reservations made on our website must be done up to 24 hours before the check-in date and time. The request is made by calling 11 94075-8022 and selecting the options 'Current Reservation - Change/Cancel - Cancel'.

Question 3

How long does it take to receive a refund for my reservation?

Accepted Answer

If your reservation is canceled within the allowed timeframe, the refund is processed within 15 business days.

Question 4

I made my reservation through Booking/Hotels.com/Airbnb and want to cancel. How do I do it?

Accepted Answer

If your reservation was made through one of our partners, you need to contact their support team to request the cancellation.

Question 5

How can I pay for my reservation on Charlie's website?

Accepted Answer

Our website accepts two payment methods: Pix or credit card. We do not accept virtual cards or cards issued outside of Brazil (international).

Question 6

Can I pay for my reservation in installments on Charlie's website?

Accepted Answer

We do not accept installment payments, only full upfront payment.

Question 7

My card is being declined on the payment link. What should I do?

Accepted Answer

Check if your card meets the requirements accepted on our website (physical card issued in Brazil). If that's not the issue, your payment may be being declined by the platform we use. In that case, we suggest contacting your bank to find out the reason for the decline.

Question 8

I made my reservation through Booking/Hotels.com/Airbnb. Can I pay in installments?

Accepted Answer

Payment methods and installment policies can be found on the partner's page.

Question 9

I made my reservation through Booking/Hotels.com/Airbnb. How do I pay?

Accepted Answer

Each website charges the card provided at the time of reservation confirmation.

Question 10

I made my reservation through Booking/Hotels.com/Airbnb. How do I pay via Pix?

Accepted Answer

Our partners only accept credit card payments, processed through their own platforms. If you'd like to pay via Pix, you can make your reservation on our website instead.

Question 11

I'd like to make a reservation with invoicing so my company can pay. How do I do it?

Accepted Answer

Simply fill out the form at the link below and our team will contact you to request a credit analysis, so we can arrange invoicing - https://app.pipefy.com/public/form/r0R_5Mp2

Question 12

Can I pay for my reservation at check-in?

Accepted Answer

Since our properties are in residential buildings, we do not accept on-site payment at check-in. Payment must be made at the time of reservation confirmation and is required 100% in advance.

Question 13

Can I pay part of my reservation now and the rest at check-in?

Accepted Answer

No, our reservations are only confirmed upon full advance payment of the total amount.

Question 14

I'd like to change the dates of my reservation made on Charlie's website. How do I do it?

Accepted Answer

To request a date change, you need to contact our Customer Service team. The request must be made at least 24 hours before the check-in date. Contact us via WhatsApp at 11 940758022, selecting the options 'Change/Cancel' - Current Reservation > Change/Cancel > Cancel.

Question 15

I'd like to change the number of guests on my reservation made on Charlie's website. How do I do it?

Accepted Answer

Our apartments accommodate 1 to 2 guests, and the rate is the same (except for Paulista Suites by Charlie and Paraiso Suites by Charlie units - there is an additional charge for the 2nd guest). Some properties have apartments that accommodate 3 to 4 guests, with an additional charge. To check availability and rates, contact us via WhatsApp at 11 940758022.

Question 16

I'd like to change the category or building of my reservation made on Charlie's website. How do I do it?

Accepted Answer

You need to contact our Customer Service team at least 24 hours before the check-in date to check availability and any additional charges. Contact us via WhatsApp at 11 940758022.

Question 17

I made my reservation through Booking/Hotels.com/Airbnb and would like to change the dates/number of guests/category/building. How do I do it?

Accepted Answer

To make any changes to your reservation, you need to contact the booking platform to check availability and rates. Please note that requests must be made at least 24 hours before the check-in date.

Question 18

What are the check-in and checkout times?

Accepted Answer

Our standard check-in time is from 3:00 PM and checkout time is by 11:00 AM. For more information, please check the page of the building where you wish to stay.

Question 19

I'll arrive in the city before 3:00 PM. Can I access the apartment?

Accepted Answer

For early entry, you need to confirm availability with our Customer Service team. Contact us via WhatsApp at 11 940758022. Availability can only be confirmed on the day of your arrival. We cannot confirm availability before your check-in day.

Question 20

I'd like to guarantee access to the apartment before the check-in time.

Accepted Answer

In that case, we suggest booking from the day before your arrival date to ensure availability as soon as you arrive at the building.

Question 21

How do I check in?

Accepted Answer

Our check-in is 100% online. You need to submit the documents of all guests through the link sent via email and WhatsApp at the time of booking. On your check-in day, our concierge will send the building and apartment access codes via WhatsApp, registered at reservation confirmation.

Question 22

Why do I need to submit documents to Charlie?

Accepted Answer

Primarily for your and our safety. Access to the building and apartment is only granted after all guests' documents and selfies have been validated.

Question 23

Why does Charlie need my selfie?

Accepted Answer

Many of our buildings have facial biometric entry systems that recognize your face to grant or deny access.

Question 24

Why does Charlie save my documents?

Accepted Answer

For security purposes, entry authorization to our buildings requires guest identification through documentation previously entered in the system. Charlie saves your documents if you have created an account on our website to streamline the check-in process for future reservations. Once you have validated your ID and facial photo (selfie), they will be stored so you don't need to go through this process again for new reservations.

Question 25

In what scenario does Charlie save my documents and selfie?

Accepted Answer

Only if you have an active Charlie account and have submitted your documents for a reservation check-in. At that point, we collect this data (ID document and selfie) and save it for future reservations.

Question 26

How long does Charlie keep my documents?

Accepted Answer

As long as your account is active, your documents will be saved for future reservations.

Question 27

How do I check out?

Accepted Answer

On your checkout day, you will receive a WhatsApp message informing you of your departure time, with the option to let us know if you have already left the apartment.

Question 28

I need to leave after the checkout time. What do I do?

Accepted Answer

We do not offer late checkout or half-day rates. If you wish to stay in the apartment past 11:00 AM, you need to request an additional full night from our Customer Service team.

Question 29

How do I create a Charlie account?

Accepted Answer

On Desktop - Click 'Sign In' in the upper right corner. On Mobile - At the bottom of the screen, click 'Sign In' in the center of the menu.

Question 30

What are the benefits of having a Charlie account?

Accepted Answer

Your documents and selfie will be saved so you don't need to submit them again for future reservations. You'll have all active reservations managed on a single screen, the ability to transfer reservations, easy check-in invitation sharing with other guests, and access to exclusive promotions!

Question 31

Can I create an account without saving my documents?

Accepted Answer

No, once you create your account and complete your first check-in, your documents will be saved for future reservations.

Question 32

How do I delete my Charlie account?

Accepted Answer

Click on 'Personal Information' in your account menu and scroll to the bottom, then click 'Delete my account'.

Question 33

How do I update my personal information?

Accepted Answer

Click on the 'Personal Information' menu in your account and then the edit button to update your information.

Question 34

How do I import my reservation to my account?

Accepted Answer

Click on the 'Reservations and Check-in' menu. There you'll find a field to paste the reservation code from another website/app into your Charlie account.

Question 35

How do I transfer my reservation to another person?

Accepted Answer

In the 'Reservations and Check-in' menu, locate your reservation and you'll find a link below the 'Main Guest' section with the 'Transfer Reservation' option.

Question 36

My reservation code isn't working. What should I do?

Accepted Answer

Check the code again in the communications from the platform where the purchase was made and make sure it was entered correctly. If the error persists, contact our 24-hour support at +55 11 9475-8022.

Question 37

I forgot my password. What now?

Accepted Answer

On the 'Sign In' menu, just below the Password field, click the 'Forgot your password?' link. You'll need to confirm your email to receive the password recovery link.

Frequently Asked Questions (FAQ)

General

Cancellation

Payment

Changes

Check-in and Checkout

My Account