Brazilian law of regret - If the customer make a reservation less than 7 days of date of arrival I can not see the card and can not charge it until 11 am of the arriving day

I fully understand the Brazilian law of regret that allows the customer to cancel a reservation up to 7 days after being made. But I cannot understand why Booking.com does not allow me to view the customer's card during that 7-day period. Booking only allows me to view the card of the guest who made a reservation with check in scheduled for less than 7 days of their arrival at 11 am on the day of their arrival. For the customer who comes from afar this can be a huge inconvenience, the customer may have brought only the card as a form of payment and the customer may arrive during a holiday. Where will he withdraw the money if the credit card doesn't work? The law of repentance allows the establishment to return the money to the customer in case of withdrawal. So I prefer to charge before and return if the customer regrets it. In my case, I, as the owner, receive the payments and not the reception staff. I work remotely, the guest arrives at the reception just to get the key. I need to charge the guest before they take a trip and arrive at the hotel.

BrookAve 2 years ago



What’s the “Right of Regret” in Brazil? | Booking.com for Partners

Welcome to the Partner Only  Forum, addressing only us not BdC support team.

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Hi Edison


Sounds like you are using BdC Online Payments method to collect at time of checkout. on booking.com. 

This means VCC is issued into the reservations details page after the guest pays.

And as per BdC 2020 covid19 policy for VCCs, these details are now only displayed on day two, i.e. after check-in date. At which point any funds owed, cancellation fee or non refundable rate can be charged.


Note : the 'Right of Regret' policy only applies to local citizens in Brazil and not foreigners.

The key words being ' Brazillian Guests'.


Under this law, Brazilian guests have the right to cancel reservations at Brazilian properties for free up to seven days after the booking confirmation date, regardless of the property’s cancellation policy.


Yuo are better off having Payments By Booking enabled and then itmakes its much simpler for all scenarios. And little to zero stress for you as BdC system will look after it, once instructed.



Contact BdC Support as per the visual guide below or the short version here:



1) In the extranet, go to the ‘Inbox’ tab.

2) Select ‘Booking.com messages’.

3) Click on ‘See Contact Options’

Topic : Account

Subtopic : Other, then Call, phone number is revealed





Kind Regards,

Be Safe, Be Well


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