FAQ
Making a reservation
Q: How do I make a Reservation?
A: There is a whole process around making a Reservation.
1. First of all we need to have all relevant information of your reservation, by email. This means: start and end date, number of nights, number of persons, group structure (all single men, or a couple or ..), preferred property and area, how many bedrooms, and an indication of your budget.
2. We will confirm your email with your rental information. We will investigate availability and price of your preferred rental. If available we will come back to you and confirm the price and availability. If not available, we will offer alternatives.
3. When you want to reserve, we will first check with the owner in order to get your reservation approved and after the positive approval, we will send you a Reservation Information Email and we need to receive between 35% and 100% of the rent (Reservation Deposit). The (possible) remainder should be paid upon arrival in cash. From every step in the process you will get a confirmation by email. If you pay more than 50% of the rent at Reservation, you will need to sign an extra contract (for non-refundability of the paid amounts).
Reservation Deposit
The Reservation Payment (or Proof of Payment sent to us by email) must be done within 3 days after we send the Reservation Email. If not received (Payment or Proof of Payment) and if you do not contact us, your Reservation will be automatically cancelled.
Sending the Reservation Deposit
Q: How I can send the Reservation Deposit?
A: There are a couple of ways of sending Reservation Deposit. It all depends on the client of the rental. The client determines the way.
At Reservation, the amount open must be paid by PayPal, Credit Card or Bank Transfer (to our international bank account). We cannot accept Western Union or Moneygram payments. After receipt of the Reservation Deposit, you will receive a Final Confirmation of Rent Email.
Reservation Information Email
Q: What is the Reservation Information Email?
A: When you have confirmed the intention to reserve, we will send you a Reservation Information Email. It will contain all information of your rental (apartment or penthouse or villa or ..), the period of your rent, the terms & conditions, the payment methods, and your name and other contact information. You will need to verify all information and also provide us with your travel schedule. Also if you want to rent, you need to make the Reservation Deposit within 3 days (we are open 7 days per week).
Final Confirmation of Rent Email
Q: What is the Final Confirmation of Rent Email?
A: When you have made the Reservation Deposit (= payment). We will send you a Final Confirmation of Rent Email. It will contain all information of your rental (apartment or penthouse or villa or ..), the period of your rent, the terms & conditions, the paid amounts, the to be paid amount upon arrival, the travel schedule, and your name and other contact information. You will need to verify all information and any changes should be reported back to us.
Payment Methods Supported
Q: What Payment Methods are Supported?
A: This depends on what and when you are paying:
At Reservation, the amount open must be paid by PayPal, Credit Card or Bank Transfer (to our international bank account). We cannot accept Western Union or Moneygram payments. At Arrival, the remainder of the rent should always be paid in CASH.
PayPal
Q: Is it possible to pay with PayPal?
A: Yes, this is possible, but only for the Reservation Deposit. Please ask upfront if you would like to pay with PayPal. We will always ask 4% uplift when you pay with PayPal. The reason for this is that PayPal is charging us this uplift and we do not calculate the costs of payment into our rental prices. Also, you may be asked to sign an extra agreement for non-refundability of the paid Reservation Deposit.
Western Union / Moneygram
Q: Is it possible to pay by Western Union or Moneygram?
A: No, this is never possible. Also, we do not accept Moneygram payments.
Credit Cards
Q: Is it possible to pay by Credit Card?
A: Yes, this is possible, but only for the Reservation Deposit. The accepted Credit Card depends on the country of Origin. We use PayPal for handling these credit cards and in some countries PayPal does not accept some type of Credit Cards. MasterCard and Visa are the most widely accepted one. Amex is not always possible. You will get directions at reservation on how to pay with Credit Card. We will always ask 4% uplift when you pay with Credit Card. The reason for this is that PayPal (who is handling this kind of payment) is charging us this uplift. Also, you may be asked to sign an extra agreement for non-refundability of the paid Reservation Deposit.
Last Minute Offerings
Q: What are Last Minute Offerings ?
A: Please visit our site of your choice for the last minute offerings!
Local Management & Support
Q: Do you have Local Management & Support?
A: Yes, we have Local Management & Support in the city in which you want to stay. It can be our own staff or staff of one of our Local Business Partners. The information will be mentioned on your Reservation Email and Final Confirmation of Rent Email under Contactperson. And of course, you could contact us always.
Arrival Procedure
Q: What is the Procedure of Arrivals?
A: When you arrive on the airport, we ask you to contact your Contactperson by telephone. By doing this we know at what time you normally should arrive at the apartment. It also prevents our Contactpersons to waste time in waiting for you. Upon arrival you will go to the apartment. The Contactperson will wait for you there.
At arrival you need to pay the remainder of the rent and all other costs in CASH. Also the Security Deposit should be paid. We do not accept credit cards and cheques. If you pay in another currency than contractually agreed, we will determine the exchange rates at arrival, for which you hereby accept these exchange rates, so there is no discussion at arrival about these exchange rates. If you do not have the cash at your arrival and we need to come back to collect it on the same day or the next day, we will charge you USD 50 extra for this. You also will NEED to give your passport to us and it will be returned to you when all open amounts are paid.
At arrival, we will also explain all about the apartment. Together we will check all and what is not working properly, we will notify and get repaired (if agreed so). Complaints will be registered and there were possible solved.
At arrival we will also make an appointment for the departure.
Departure Procedure
Q: What is the Procedure of Departures?
A: At Departure we will together inspect the apartment. If anything is broken and/or damaged, we will determine the value of the damage and you will need to pay for this. If all is OK, the security deposit will be returned to you.
Security Deposit
Q: What and why a Security Deposit?
A: The Security Deposit is mandatory. It must be paid in cash upon arrival and normally it will be returned on departure. It can be used to pay for damages, caused by the renter, which occur to the apartment. This will be discussed and determined together at departure. If you cause damages, please mention this as soon as possible.
Cleaning & Laundry for Apartment
Q: Do you offer Cleaning & Laundry for the apartment?
A: Always is charged (included in the base price or charged separately) the cleaning at the end of the rent. For some apartments, is that when you stay 7 nights or more, there is 1 extra cleaning with change of bedlinen included. This will be mentioned in your contract specifically. You can always ask for extra cleaning (with our without change of bedlinen and towels), which will be charged extra.
Personal Cleaning & Laundry
Q: Do you offer Personal Cleaning & Laundry?
A: No, we do not offer this.
Taxi Service
Q: Do your provide Taxi Service?
A: Yes, we can provide a Taxi Service from and to the airport. This is not included in the rental price and is always charged extra. The price depends on the city of your choice and on the location of the apartment of your choice, the number of persons and the time of arrival (at night there is a higher fee than on the day).
Contract to be signed
Q: Do you have a contract to be signed?
A: Yes, we have a contract that must be signed at arrival. Download the contract here.
Cancellation Policy
Q: What is the Cancellation Policy?
A: In general we do refund part of the paid Reservation Deposit. The height depends on when you cancel and in which period you cancel.
Cancellation more than 2 months before arrival
Q: What happens if a Client cancels more than 2 months from the arrival date?
A: When a Client cancels more than 2 months before the arrival date, than a partly refund will be done. The difference between the paid amount and 25% of the full rent, will be refunded to the Client. Of course in agreement with all involved parties a different agreement can be made.
Cancellation within 2 months from arrival
Q: What happens if a Client cancels within 2 months from the arrival date?
A: When a Client cancels within 2 months of the arrival date, then a NO refund will be done. Of course in agreement with all involved parties a different agreement can be made.
Cancellation for a New Years Rent
Q: What happens if a Client cancels a rent which is during New Year?
A: For all rents in which the 31st of December is included, NO refund will be done. Of course in agreement with all involved parties a different agreement can be made.
Cancellation for a Carnival Rent
Q: What happens if a Client cancels a rent which is during Carnival?
A: For all rents in which (part of) the Carnival period is included, NO refund will be done. Of course in agreement with all involved parties a different agreement can be made.
How are Refunds done?
Q: How are Refunds done?
A: Refunds are normally done in the way, the Reservation Deposit has been done. Of course parties can agree differently.
Prices
Q: What are your prices?
A: All prices on our sites are in US$ (American Dollars). It can be that in case of a rental long ahead in time (start date longer than 3 months ahead in time), we might offer a Client the price in the currency we need to pay the owner in. We do not take currency risks.
Making Payments
Q: How do I make a payment?
A: See other questions.
Verifying Payments
Q: How will I know when my payment is processed?
A: You get an email from every step in the process. See the FAQ on Final Confirmation of Rent Email.
Payment Address
Q: What is your address?
A: You will get the address when you want to pay by normal bank transfer.
Refunds
Q: What is your refund policy?
A: See FAQ on Cancellations.
Pets & Smoking
Q: Is smoking/bringing pets allowed ?
A: Unfortunately no, smoking or bringing pets in the apartments is not allowed. That's because the owners do not permit such things. If it is discovered that you have violated this rule there is a US$ 250 fine and you may be asked to leave the apartment.
How to contact you?
Q: How to contact us in case you want to book an apartment ?
A: If you have any questions about renting an apartment with us please drop us an email first, mentioning your requirements, number of persons and timelines, and wait for our reply. Once we have established a solid email contact, we will send you our company address in Rio and our (contact) phone numbers as well. A first contact via telephone is in many cases very difficult, as many times the telephone line is not well, information can be shared difficultly, there are language issues and looking up availability is not easy as well; that is why we prefer email contact first.
Contract to be signed at arrival
The following contract must be signed upon arrival. Not signing will mean that you are not allowed to stay in the apartment. Brazilian Laws (Condominium, Police and Private) enforces to use these kind of contracts. Click here to view/download the contract.
Accuracy Of Info
The photos and descriptions of the apartments on our website, emails, contracts and other communications may be different than the actual when you arrive at your apartment. This is due to the nature of the apartments themselves. Owners may paint the walls & ceilings, may add new utilities to it (or remove them), things get broken and are not replaced/fixed yet, bedlinen & towels used for photos may be different from those that you will find in the apartment, furniture can be replaced, changed or slightly damaged, etc. We try to update our information as best as possible and we do have certain procedures in place, but it is not possible to be 100% correct (even if we try to). This is not ment to scare you, but to explain the possible situations that might occur when ariving in Rio. Therefore no refunds are given due to these situations, where such differences occur, and by renting one of our apartments you agree with this statement.
Local Support
Q: Do you have a HelpDesk?
A: Yes, we do have a HelpDesk. In your Reservation and Confirmation Emails, the HelpDesk telephone contact numbers and contact email address will be mentioned. In case of any emergencies and/or questions and/or need for any additional services, please call the HelpDesk. ALLWAYS try to send also an email to our HelpDesk, as in this way we can monitor the progress of the issue. The HelpDesk operates during business hours from Monday till Friday from 10.30 hours till 19.30 hours local time. On Saturday the HelpDesk operates from 11.00 hours till 15.00 hours local time. On Sunday and on National & Local Holidays, the HelpDesk will only respond to emails. If you need assistance after business hours, please send an email. The HelpDesk will get back to you with the highest priority on the next business day. The HelpDesk will receive your issue(s) and/or question(s) and/or request(s) and (re)directs it to the proper employee. This employee will contact you (by phone or by visiting your apartment) as soon as possible to assist you.
Q: How do I make a Reservation?
A: There is a whole process around making a Reservation.
1. First of all we need to have all relevant information of your reservation, by email. This means: start and end date, number of nights, number of persons, group structure (all single men, or a couple or ..), preferred property and area, how many bedrooms, and an indication of your budget.
2. We will confirm your email with your rental information. We will investigate availability and price of your preferred rental. If available we will come back to you and confirm the price and availability. If not available, we will offer alternatives.
3. When you want to reserve, we will first check with the owner in order to get your reservation approved and after the positive approval, we will send you a Reservation Information Email and we need to receive between 35% and 100% of the rent (Reservation Deposit). The (possible) remainder should be paid upon arrival in cash. From every step in the process you will get a confirmation by email. If you pay more than 50% of the rent at Reservation, you will need to sign an extra contract (for non-refundability of the paid amounts).
Reservation Deposit
The Reservation Payment (or Proof of Payment sent to us by email) must be done within 3 days after we send the Reservation Email. If not received (Payment or Proof of Payment) and if you do not contact us, your Reservation will be automatically cancelled.
Sending the Reservation Deposit
Q: How I can send the Reservation Deposit?
A: There are a couple of ways of sending Reservation Deposit. It all depends on the client of the rental. The client determines the way.
At Reservation, the amount open must be paid by PayPal, Credit Card or Bank Transfer (to our international bank account). We cannot accept Western Union or Moneygram payments. After receipt of the Reservation Deposit, you will receive a Final Confirmation of Rent Email.
Reservation Information Email
Q: What is the Reservation Information Email?
A: When you have confirmed the intention to reserve, we will send you a Reservation Information Email. It will contain all information of your rental (apartment or penthouse or villa or ..), the period of your rent, the terms & conditions, the payment methods, and your name and other contact information. You will need to verify all information and also provide us with your travel schedule. Also if you want to rent, you need to make the Reservation Deposit within 3 days (we are open 7 days per week).
Final Confirmation of Rent Email
Q: What is the Final Confirmation of Rent Email?
A: When you have made the Reservation Deposit (= payment). We will send you a Final Confirmation of Rent Email. It will contain all information of your rental (apartment or penthouse or villa or ..), the period of your rent, the terms & conditions, the paid amounts, the to be paid amount upon arrival, the travel schedule, and your name and other contact information. You will need to verify all information and any changes should be reported back to us.
Payment Methods Supported
Q: What Payment Methods are Supported?
A: This depends on what and when you are paying:
At Reservation, the amount open must be paid by PayPal, Credit Card or Bank Transfer (to our international bank account). We cannot accept Western Union or Moneygram payments. At Arrival, the remainder of the rent should always be paid in CASH.
PayPal
Q: Is it possible to pay with PayPal?
A: Yes, this is possible, but only for the Reservation Deposit. Please ask upfront if you would like to pay with PayPal. We will always ask 4% uplift when you pay with PayPal. The reason for this is that PayPal is charging us this uplift and we do not calculate the costs of payment into our rental prices. Also, you may be asked to sign an extra agreement for non-refundability of the paid Reservation Deposit.
Western Union / Moneygram
Q: Is it possible to pay by Western Union or Moneygram?
A: No, this is never possible. Also, we do not accept Moneygram payments.
Credit Cards
Q: Is it possible to pay by Credit Card?
A: Yes, this is possible, but only for the Reservation Deposit. The accepted Credit Card depends on the country of Origin. We use PayPal for handling these credit cards and in some countries PayPal does not accept some type of Credit Cards. MasterCard and Visa are the most widely accepted one. Amex is not always possible. You will get directions at reservation on how to pay with Credit Card. We will always ask 4% uplift when you pay with Credit Card. The reason for this is that PayPal (who is handling this kind of payment) is charging us this uplift. Also, you may be asked to sign an extra agreement for non-refundability of the paid Reservation Deposit.
Last Minute Offerings
Q: What are Last Minute Offerings ?
A: Please visit our site of your choice for the last minute offerings!
Local Management & Support
Q: Do you have Local Management & Support?
A: Yes, we have Local Management & Support in the city in which you want to stay. It can be our own staff or staff of one of our Local Business Partners. The information will be mentioned on your Reservation Email and Final Confirmation of Rent Email under Contactperson. And of course, you could contact us always.
Arrival Procedure
Q: What is the Procedure of Arrivals?
A: When you arrive on the airport, we ask you to contact your Contactperson by telephone. By doing this we know at what time you normally should arrive at the apartment. It also prevents our Contactpersons to waste time in waiting for you. Upon arrival you will go to the apartment. The Contactperson will wait for you there.
At arrival you need to pay the remainder of the rent and all other costs in CASH. Also the Security Deposit should be paid. We do not accept credit cards and cheques. If you pay in another currency than contractually agreed, we will determine the exchange rates at arrival, for which you hereby accept these exchange rates, so there is no discussion at arrival about these exchange rates. If you do not have the cash at your arrival and we need to come back to collect it on the same day or the next day, we will charge you USD 50 extra for this. You also will NEED to give your passport to us and it will be returned to you when all open amounts are paid.
At arrival, we will also explain all about the apartment. Together we will check all and what is not working properly, we will notify and get repaired (if agreed so). Complaints will be registered and there were possible solved.
At arrival we will also make an appointment for the departure.
Departure Procedure
Q: What is the Procedure of Departures?
A: At Departure we will together inspect the apartment. If anything is broken and/or damaged, we will determine the value of the damage and you will need to pay for this. If all is OK, the security deposit will be returned to you.
Security Deposit
Q: What and why a Security Deposit?
A: The Security Deposit is mandatory. It must be paid in cash upon arrival and normally it will be returned on departure. It can be used to pay for damages, caused by the renter, which occur to the apartment. This will be discussed and determined together at departure. If you cause damages, please mention this as soon as possible.
Cleaning & Laundry for Apartment
Q: Do you offer Cleaning & Laundry for the apartment?
A: Always is charged (included in the base price or charged separately) the cleaning at the end of the rent. For some apartments, is that when you stay 7 nights or more, there is 1 extra cleaning with change of bedlinen included. This will be mentioned in your contract specifically. You can always ask for extra cleaning (with our without change of bedlinen and towels), which will be charged extra.
Personal Cleaning & Laundry
Q: Do you offer Personal Cleaning & Laundry?
A: No, we do not offer this.
Taxi Service
Q: Do your provide Taxi Service?
A: Yes, we can provide a Taxi Service from and to the airport. This is not included in the rental price and is always charged extra. The price depends on the city of your choice and on the location of the apartment of your choice, the number of persons and the time of arrival (at night there is a higher fee than on the day).
Contract to be signed
Q: Do you have a contract to be signed?
A: Yes, we have a contract that must be signed at arrival. Download the contract here.
Cancellation Policy
Q: What is the Cancellation Policy?
A: In general we do refund part of the paid Reservation Deposit. The height depends on when you cancel and in which period you cancel.
Cancellation more than 2 months before arrival
Q: What happens if a Client cancels more than 2 months from the arrival date?
A: When a Client cancels more than 2 months before the arrival date, than a partly refund will be done. The difference between the paid amount and 25% of the full rent, will be refunded to the Client. Of course in agreement with all involved parties a different agreement can be made.
Cancellation within 2 months from arrival
Q: What happens if a Client cancels within 2 months from the arrival date?
A: When a Client cancels within 2 months of the arrival date, then a NO refund will be done. Of course in agreement with all involved parties a different agreement can be made.
Cancellation for a New Years Rent
Q: What happens if a Client cancels a rent which is during New Year?
A: For all rents in which the 31st of December is included, NO refund will be done. Of course in agreement with all involved parties a different agreement can be made.
Cancellation for a Carnival Rent
Q: What happens if a Client cancels a rent which is during Carnival?
A: For all rents in which (part of) the Carnival period is included, NO refund will be done. Of course in agreement with all involved parties a different agreement can be made.
How are Refunds done?
Q: How are Refunds done?
A: Refunds are normally done in the way, the Reservation Deposit has been done. Of course parties can agree differently.
Prices
Q: What are your prices?
A: All prices on our sites are in US$ (American Dollars). It can be that in case of a rental long ahead in time (start date longer than 3 months ahead in time), we might offer a Client the price in the currency we need to pay the owner in. We do not take currency risks.
Making Payments
Q: How do I make a payment?
A: See other questions.
Verifying Payments
Q: How will I know when my payment is processed?
A: You get an email from every step in the process. See the FAQ on Final Confirmation of Rent Email.
Payment Address
Q: What is your address?
A: You will get the address when you want to pay by normal bank transfer.
Refunds
Q: What is your refund policy?
A: See FAQ on Cancellations.
Pets & Smoking
Q: Is smoking/bringing pets allowed ?
A: Unfortunately no, smoking or bringing pets in the apartments is not allowed. That's because the owners do not permit such things. If it is discovered that you have violated this rule there is a US$ 250 fine and you may be asked to leave the apartment.
How to contact you?
Q: How to contact us in case you want to book an apartment ?
A: If you have any questions about renting an apartment with us please drop us an email first, mentioning your requirements, number of persons and timelines, and wait for our reply. Once we have established a solid email contact, we will send you our company address in Rio and our (contact) phone numbers as well. A first contact via telephone is in many cases very difficult, as many times the telephone line is not well, information can be shared difficultly, there are language issues and looking up availability is not easy as well; that is why we prefer email contact first.
Contract to be signed at arrival
The following contract must be signed upon arrival. Not signing will mean that you are not allowed to stay in the apartment. Brazilian Laws (Condominium, Police and Private) enforces to use these kind of contracts. Click here to view/download the contract.
Accuracy Of Info
The photos and descriptions of the apartments on our website, emails, contracts and other communications may be different than the actual when you arrive at your apartment. This is due to the nature of the apartments themselves. Owners may paint the walls & ceilings, may add new utilities to it (or remove them), things get broken and are not replaced/fixed yet, bedlinen & towels used for photos may be different from those that you will find in the apartment, furniture can be replaced, changed or slightly damaged, etc. We try to update our information as best as possible and we do have certain procedures in place, but it is not possible to be 100% correct (even if we try to). This is not ment to scare you, but to explain the possible situations that might occur when ariving in Rio. Therefore no refunds are given due to these situations, where such differences occur, and by renting one of our apartments you agree with this statement.
Local Support
Q: Do you have a HelpDesk?
A: Yes, we do have a HelpDesk. In your Reservation and Confirmation Emails, the HelpDesk telephone contact numbers and contact email address will be mentioned. In case of any emergencies and/or questions and/or need for any additional services, please call the HelpDesk. ALLWAYS try to send also an email to our HelpDesk, as in this way we can monitor the progress of the issue. The HelpDesk operates during business hours from Monday till Friday from 10.30 hours till 19.30 hours local time. On Saturday the HelpDesk operates from 11.00 hours till 15.00 hours local time. On Sunday and on National & Local Holidays, the HelpDesk will only respond to emails. If you need assistance after business hours, please send an email. The HelpDesk will get back to you with the highest priority on the next business day. The HelpDesk will receive your issue(s) and/or question(s) and/or request(s) and (re)directs it to the proper employee. This employee will contact you (by phone or by visiting your apartment) as soon as possible to assist you.
