Question 1

How can I pay for my booking 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 2

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

Accepted Answer

We do not offer installment payments — only full upfront payment is accepted.

Question 3

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

Accepted Answer

Bookings made through our website must be cancelled at least 24 hours before the check-in date and time. To cancel, contact us at +55 11 94075-8022 and select "Current Booking - Modify/Cancel - Cancel".

Question 4

Can I pay for my booking at check-in?

Accepted Answer

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

Question 5

What are the check-in and check-out times?

Accepted Answer

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

Question 6

I'm arriving before 3:00 PM — can I access the apartment early?

Accepted Answer

Early check-in is subject to availability and must be confirmed with our support team. Contact us via WhatsApp at +55 11 94075-8022. Availability can only be confirmed on the day of your check-in — we are unable to confirm early access before your arrival date.

Question 7

How do I check in?

Accepted Answer

Our check-in is 100% online. You will need to submit the guest's identification documents through a link sent via email and WhatsApp at the time of booking. On check-in day, our concierge will send the building and apartment access codes via WhatsApp.

Question 8

How do I check out?

Accepted Answer

On your check-out day, you will receive a WhatsApp message with your departure time and an option to let us know when you have left the apartment.

Question 9

Does Charlie allow pets?

Accepted Answer

While we love animals, pets are generally not allowed in our apartments. Exceptions may be considered for stays longer than 90 days (subject to the property's rules) and for House of Charlie Paraíso for stays of 5+ nights. Only dogs up to 10 kg are considered.

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