We’d love to hear from you

Our times depend on where you're staying: - Suites (Santos): check in from 3:00 PM, check out by 11:30 AM. - Apartments: check in from 4:00 PM, check out by 11:00 AM. Arriving outside these hours is no problem — both our suites and apartments use self check-in, so with your access code you can let yourself in at any hour once your online check-in is done. You're never locked out after a long journey.

We use a smooth, keyless self check-in — no queuing, no front desk to wait at. Before you arrive you'll complete a quick online check-in in your Guest Portal, where you upload a valid passport or ID for each guest and tell us your estimated arrival time. This step is required for the apartments: for everyone's security, we can only send your access codes once it's done. Your live access code is sent on the day of arrival, and with it you can enter at any hour. In the Suites, you let yourself in on arrival and then finish your check-in at reception (ground floor) the next morning during breakfast, 8:00 AM–10:30 AM. If anything about the online check-in won't cooperate, just message us — we'll sort it, or register you in person at our Welcome Center in Santos.

Don't worry — tell us as soon as you can. We keep forgotten items for 30 days after check-out. If we find yours, we'll arrange to post it back to you; you cover the return shipping (we'll send a secure payment link) and we'll confirm the dispatch date once it's on its way. Just send us your full shipping address and we'll take it from there.

We can arrange a private, door-to-door airport transfer with a professional driver — but it's a paid add-on, not part of the room rate. It's a private car (not a shared shuttle), and the same service is available for both the Suites and the Apartments; only the drop-off address changes. If you'd like us to book it, just send us your flight details and we'll follow up with a secure payment link. (The free shuttle we used to run for the Suites is currently suspended.)