As a result of the Brazilian strikes, guests’ travel plans may change due to increased cancellations and the lack of gas oil in several cities. We are aware of this situation and would like to inform you about the strong recommendations the Procon-SP Foundation has issued on behalf of the Brazilian órgão vinculado à Secretaria da Justiça e da Defesa da Cidadania.
Because of the exceptional situation, guests who made their reservations prior to May 30, 2018 for a stay between May 30 and June 3, 2018 are entitled to:
- Cancel their reservations with no penalties at any time
- Be refunded for any advanced payment made
Booking.com strongly advises you to honor this recommendation in order to adhere to the Brazilian Consumer Protection Code. Although the above mentioned recommendation is not a formal law, our legal department has advised that deviation might lead to charges and fines.
If you have any difficulties supporting customers or if you receive unclear proof of their situation, our Customer Service Team can help you deal with this on a case-by-case basis.
In case of any other question regarding this matter, please don't hesitate to contact us. You can reach us 24/7 via your extranet inbox.
For more information about Procon recommendations, please check the link below: