Help Center

Welcome to our Help Center.

Here we try to answer all questions that may arise for a home rental as well as clarify how Rentwlo works and what is possible in our marketplace.

To make it really easy we created several sections and the relevant questions are grouped within.

This page is for both tenants and landlords. The large majority of questions is answered from the perspective of the tenant, but only because we know it will be easily understood also by our landlords.
When questions are specific to landlords, we indicate that.

Hope it helps clarify all questions you might have.
If you need further clarification, or to communicate any problem, send us an email to hello@rentwlo.com (normal response time) or to ineedsupport@rentwlo.com (if you need a very quick response).
Thanks!

How Rentwlo works

Why does Rentwlo exist?

Rentwlo aims for a great product at a very affordable price, miles away in every sense from a traditional agent, from our concept and process to the quality of our listings, to our unique culture.

So, the concept of creating the first low cost home rental marketplace was born.

Rentwlo represents values like respect, transparency, integrity, honesty and friendship. We synergise, we bring people together. That was the idea com the start.
Join our community!

Are rentals via Rentwlo safe?

Yes. Using Rentwlo means security and trust in the deal you’re making. This is our guarantee.

We visit very property, we know every landlord, verify and approve every material that is published, including photos and video tours. We do a lot of work to make sure the honesty and integrity of our offerings.

Please see also the Reviews done by guests. This is an excellent source of information.

For more details see Our Concept.

Is it dangerous to do deals outside of Rentwlo?

Don’t try to circumvent Rentwlo, using Rentwlo and then trying to do direct deals with the landlord. If you try to this, our landlords will not appreciate it, and you won’t be able to rent a home.

Additionally you will lose the security that Rentwlo provides. Rentwlo was designed to maximize the transparency, trust and honesty of adverts and rental deals made through Rentwlo. Our Concept, Our Culture, Marketplace, Cancellation Policy, Our features and Process, and Rental Contract (with the mediation of Rentwlo) all ensure your protection. You will be loosing all of this transparency, help, security.

On the contrary, Rentwlo recommends that you comply with our rules and procedures, and use Rentwlo in the best possible way. You will belong to a community of people who respect and are respected and live in a peaceful and safe way. You will meet interesting people and you will certainly appreciate our values ​​and culture.

What are the minimum and maximum rental periods ?

From 1 month to several years.
Landlords define minimum and maximum stay. You can book a property within those limits.
If you have a special request ask the landlord in the ‘Introduce yourself to the host’ text box when doing a booking request.

Can I visit properties?

No. There are no in-person visits.

We have online visits, Our Video Tours. No need to leave your work in the middle of the day, loose many days of frustrating in-person visits, accumulate stress, endless phone calls, spend hours in traffic, etc.

Visit a home as many times you want. At your convenience and when it suits you.
And when you have decided, do a Booking Request.

What is the first thing to do in Rentwlo?

Search for properties that you would like to rent. You can do that without logging in, if you prefer. Once you find one or more, register with Rentwlo and login.

Once logged in you have access to your dashboard where you can manage your profile, bookings, messages, personal videos, payment methods and invoices.
Landlords can also create and manage listings, upload and manage property videos, etc.

Before you can do a booking request or publish a listing you need to do a 4-step verification process in Dashboard / Profile. It’s super easy and fast.

In Rentwlo, are all users registered and verified?

Yes. In order to do a booking request or publish a listing, all users need to be registered and verified.

Rentwlo is about integrity and transparency. Verified users provide the trust and confidence that our clients, both tenants and landlords require. it goes both ways.

This means all users need to:
1) Complete your Profile. Add your picture and complete section Information. We encourage the BIO to be professional and complete.
2) Verify your Email address
3) Add your Phone number
4) Upload your ID
That’s it. It only takes a few minutes.

Can tenants contact landlords directly?

Only after doing a Booking Request. Once there is a Booking Request, both parties can use the internal messaging system to message each other.

You can use this feature to discuss any relevant issue, make a request, etc.

How do I know if a property is available in my dates of interest?

Each listing has the indication ‘Available from’, which will provide an initial idea.

In the property page, in booking sidebar, you can enter your dates and see if dates are available.

There can exist a discrepancy for some properties, in-between updates by the landlords.
When you do a booking request the availability is one of the aspects that the landlord will verify in detail.

Services

Which Services do you have?

We perform some services to create trust in the marketplace.
They are best described by the banners we place in the ads. They are:
Rentwlo Guarantee
Checked by Rentwlo
Genius! (given to some properties)
Trusted Landlord
And,
Super Host

Please read about them in page Our Services.

What is Checked by Rentwlo?

Checked by Rentwlo means:
We visited the property, or if the landlord is trusted by us we might not need to.
We validated the exact location, features and details in the listing, photos and video tours.
We can guarantee that these materials are accurate and correspond to the property.
Every time a landlord changes or adds a video tour it will be reviewed and approved by Rentwlo. Only approved video tours are published.
We verify landlord and property documentation, when needed.
We talk to Landlords about our concept, pricing and policies.
We discuss about how payments are done, in order to make sure that nothing extra is charged.
We sign an agreement with the landlord.
We place ‘CHECKED’ in the listing.

Supported Devices

In which devices can I Rentwlo?

Our marketplace works well in the following devices and browsers:
MacBook, iPhone, iPad
Android Tablets and Phones
PC

Features : Exactly the same in all devices.
Browsers: Google Chrome (recommended), Safari, Firefox

If you notice any functionality not working well on your device with a certain browser, simply try another browser. We don’t have a mobile phone app.

Do you have a Phone App?

Not yet.
Instead we have build our marketplace with responsive web design.
Responsive web design is about creating web pages that look good on all devices.
This means you can Rentwlo in your phone or tablet, just like you do in your Mac or PC. Simply open Chrome (or Safari) and type rentwlo.com.

Our properties

Which type of properties are allowed?

Rentwlo is for residential properties, like apartments, houses, duplexes, lofts, studios, rooms, etc.
You can rent the entire property or part of it.

It is also for holiday homes, guest houses, bed & breakfast, etc, for stays of at least 1 month.

You can search specifically for each of these property types.

Are all properties furnished?

Rentwlo is for both furnished and un-furnished properties. You can search specifically for one or the other.
Choose what is more suitable and convenient for you.

What can I search for?

Rentwlo users, whether registered or not, can search the platform. Searches can be performed by city, date of entry and exit, type of space, type of property, number of rooms, price and characteristics of properties or neighbourhood, or a combination of any of these items.

Users can also sort the results according to various parameters such as Price, Number of Stars, New or Old, etc.
The Search feature is quite complete and yet simple to use.

Register as a Guest and spend a few minutes in the Verifications. Once you reach 100% You’ll be able to make reservation requests.

Do landlords define max number of guests?

The landlord has the option to define the maximum number of guests.
If defined, it appears in the Listing page on the top section, below listing name.

When doing a Booking Request you will have to enter the number of guests.

Landlords: Publishing Listings

How do I add a new listing?

Login to Rentwlo, go to Dashboard and Click on Tab ‘Add New Listing’.
Fill all Sections until the end.
If you don’t have all the information, pictures and videos close at hand, not a problem, you will be able to edit your property as many times as you want, but at this stage in order to have your Listing being saved, complete all sections as instructed in the site.
Your Listing will be approved by Rentwlo, before publishing is possible.

Can I Preview my Advert before Publishing?

Yes. Landlords can Preview their Adverts before they are Published.
You can see how your Advert will look like while you are editing it. It’s a cool feature.
Only the listing author can see it, prior to Publishing.

Can I mention my Property Energy Efficiency?

Yes. When Adding or Editing your listing, you have a Section named ‘Energy Efficiency’. You can find it in Section ‘Features’ at the bottom of the page, Sub-Section ‘Energy Efficiency’.

Tenants can view Energy Efficiency in Listing Page / Section Features / Sub-Section Energy, just above the picture Gallery.

Are Video Tours verified by Rentwlo?

Yes. To improve platform security, adherence and compliance to platform rules and increase user trust, Rentwlo has a fast approval process for Video Tours.

Every time a landlord changes or adds a video tour it will be reviewed and approved (or rejected) by Rentwlo.
Only approved video tours are published.

Simple Rules for Video Tours:
– Do not provide any form of contact, directly or indirectly, like phone numbers, emails, pages, links, addresses, or other.
– Do not show or indicate the property building number and apartment number. To show the street is ok.
– Note: Rentwlo also verifies that video tours correspond to the correct property.

For all details on how to create and upload videos, please see page Create a Video.

Some Features

The feature 'Available from' indicates one date, but the calendar another. Why is that?

Yes, there can be a discrepancy.
The date in ‘Available from’ indicates the next free period taking into consideration the Booked reservations.
So this is the Booked availability.

The Calendar is more complete and indicates also pending dates. Pending dates are from reservations which have not yet reached state Booked. That is why there can be a discrepancy.

Once the pending reservations turn into Booked reservations, both features with be in sync.

Does Rentwlo have Reviews?

Yes. And we love it.
Both the tenant and landlord will be able to do a review of each other, about the experience of using Rentwlo, living in, or having this tenant in the property.

Reviews are possible after a property has been Booked.
You can edit your review throughout your stay and publish a final review when you leave.

How to create and use Videos?

For all details on how to create and upload videos, please see page Create a Video.

Are Personal Videos verified by Rentwlo?

Yes. To improve platform security, adherence and compliance to platform rules and increase user trust, Rentwlo has a fast approval process for Personal Videos.

If you have submitted a Personal Video with your Booking Request, it will be reviewed and approved (or rejected) by Rentwlo.
Only approved personal videos are published for landlord to review.

Simple Rules for Personal Videos:
– Do not provide any form of contact, directly or indirectly, like phone numbers, emails, pages, links or addresses, etc.
– Note: The Personal Video must feature the Tenant.

For all details on how to create and upload videos, please see page Create a Video.

Any other important features?

Let’s look at a few of them:

Our listings were designed for quality of information and transparency.
Custom prices. Landlords can specify different rents per month, or, have a price for low and a price for high season.
In our booking process, we added comments throughout to guide tenants and landlords in an easy way.
Clarify what you need. Use our internal messaging system to get in touch with the other party.
Our features allow landlords to be precise on what they want and help tenants make good decisions.
The video functionalities allow us to review/approve every video and allow our customers to use this medium in an easy way. Upload your videos easily into your Dashboard.
Credits : if your reservation is cancelled after payment, you get a Credit you can use immediately in your next booking request.
And more.

About Payments

With Rentwlo, what do I have to pay?

Purely simple. With Rentwlo, in the platform you only pay for the first month of rent, plus our small service fee and VAT.
There are no extra services, no additional costs, no cleaning fees, no hidden anything. Just transparent and simple.

For each property, you can see the detail calculations in Listing page / Booking Sidebar / View details, after you enter the dates in the calendar.

The deposit will be paid at Move In directly to the landlord.
From the second month, rent will be paid directly to the landlord.

For some properties I'm being asked to pay more than 1 month of rent? Why is that?

For the rent paid in the platform, landlords can select two different settings:

1. For some properties you can start your booking in any day of the month. You will pay exactly 1 month of rent.
For these properties your rental contract start date will be the Check-in date, and rent is always due on that date.

2. For other properties:
– If you start your booking on day 1 you will pay exactly 1 month of rent.
– If you start your booking on another day, you will pay the remaining days until the end of month plus the following month.
For these properties your rental contract start date will be the first of the month, and rent is always due on the 1st.

In either case, with Rentwlo it’s always fair. You only pay for the days that you stay.

For each property, you can see the detail calculations in Listing page / Booking Sidebar / View details, after you enter the dates in the calendar.

When do I have to pay?

After your Booking Request is approved.

There is a window of 24h to make payment after approval. It is advised to make payment as soon as possible to secure your rental.
We accept payments through PayPal, MB-WAY or Wire Transfer.

What about the deposit?

The deposit is not paid through Rentwlo. At the time of check in, you pay the deposit directly to the landlord.

Note about the Deposit: The Deposit should be paid to the landlord either in the days leading to Check-In (ideal situation) or during the Check-In. This is because some landlords will not provide the keys unless the Deposit is paid and proof of payment provided.

Which payment methods are accepted?

We accept payments through PayPal, MB-WAY or Wire Transfer.

PayPal Payment is done immediately in the Platform. If you choose MB-WAY or Wire Transfer, payment is not made in our platform. Simply pay off site, using your home banking or MB-Way app, and then add proof of payment to the reservation.

How do I get my Invoice with the right data?

Login to our account and go to Dashboard / Profile / Payment Method.

Fill the first section, named Select Personal or Business Bank Account with the data you want on your invoice.
Invoices can be issued on your personal or company name. Select which one is appropriate and complete the fields. Click Save.

Now go to Dashboard / Invoices, open your invoice, and check that the data you entered appears correctly.

I'm a Landlord. Where do I add my bank account (to receive the first rent)?

Login to our account and go to Dashboard / Profile / Payment Method.

Scroll down to Section Select Your Payout Method. Fill that section (and the one below) with your preferred method to receive payment. Click Save.
That’s it!

48h after check-in we’ll make payment to you.

Where do I add my bank account (to receive my refund)?

Login to our account and go to Dashboard / Profile / Payment Method.

Scroll down to Section Select Your Payout Method. Fill that section (and the one below) with your preferred method to receive payment. Click Save.
That’s it!

If you need to get a refund, please read page Credits and Refunds.

Are the invoices appearing in the platform valid for tax purposes?

In accordance with Portuguese legislation, the document we issue in the platform is not valid for tax purposes (in Portugal) as provided for in Articles 36 to 40 of the CIVA. A valid tax document will subsequently be issued after money is actually received for the services provided.

See item How do I get my Invoice with the right data? (just above), to learn how to do this.

Prices

If I did my booking request on other dates would the price, or Rentwlo fee, change?

For some properties there could be a difference ‘for the rent paid’ if your booking starts on the 1st of the month vs another day. Just try it out. Either way, with Rentwlo, you only pay for the days you stay.

Rentwlo Guest fee is always the same, independently of your start date or booking period.

For landlords, Rentwlo Host fee may change for different booking periods. See item ‘What is the Rentwlo Host fee’, below.

What is the Rentwlo Guest fee?

Our fee for tenants is 15% of 1 month of rent, paid only one time, with a minimum value of 85 Euros.
For any rental duration that you choose, or start date.

What is the Rentwlo Host fee?

Our fee for landlords is:
1-3 months stay : 10% of 1 month of rent
3-6 months stay : 19% of 1 month of rent
>6 months stay : 28% of 1 month of rent
Paid one time only.

How to compare Rentwlo Host fee with other companies?

Yes, price things differently. See below how we compare to others.

Example:
If another platform charge 7%, the rent is 1000 Eur and the period 6 month, the fee they charge is 1000 * 6 * 7% = 420 Eur

With Rentwlo the calculations are:
Our fee = 1000 * 19% = 190 Eur

Verify for yourself!

Do you support low season and high season prices?

Yes. Welcome to Custom prices.
Landlords can specify different rents per month, or have a price for low and a price for high season.
Simply configure according to your strategy.

What is included in the rental price?

In addition to the space, layout and architecture of the property, each listing includes a detailed description of what each property contains in terms of features, services, equipment, furniture, utilities, etc.

The rental price gives you access to that level of comfort, as described in each listing.

Listings are different, each will contain their own advantages and unique characteristics.

Are the utility bills included in the Listing Price?

Each owner will indicate in the listing page / Section Pricing, if the utility bills are included or not in the monthly rent.

For short stays they are normally included in the rent. For mid and long stays, normally not. But it is up to the landlord to define this.

Landlords may also opt to indicate in the description a fixed price per month for the utilities.

With Rentwlo, do I have to pay any extra fees, additional services or additional costs?

No. With Rentwlo there are no extra services, fees or costs. Simply a price per month, and that’s it.

The only exception are the utilities, as mentioned in the previous item.

What about if the landlord is saying there are other costs to pay?

Initially, in order to rent your home, the costs are:
– The first month of rent you pay in the platform
– Utility expenses for first month (payment method may depend on the host)
– The deposit you pay to the landlord

There should be no other cost initially, except if you requested additional services and agreed its price with the landlord. If no such agreement was made, you are in no obligation to pay anything else that has not been made very clear in the Booking Request calculations and listing description.

If a landlord is mentioning other costs, to which you did not agreed to, simply let us know. Just give us a call.

What are my monthly recurring costs & expenses?

On a monthly basis you will have to pay rent to the landlord, due every month on the day of Check-In, as well as pay utility bills, if not included in the rent price.

Can the rental price be negotiated?

Yes. That possibility exists.
You can make a proposal via message, or simply ask the question. It is up to the landlord to agree or not.
The landlord can adjust the rent price up or down.

Booking Questions

Who can do a Booking Request?

Only users registered as Guest.

For Hosts:
1. For launch we have disabled the possibility for landlords (users registered as Hosts) to be able to do booking requests. This decision was made to simplify the technology needed.
2. If you want to rent a property please create a Guest profile and use it to rent your new home. How to:
a) Log out of your account
b) Register yourself as Guest (using a different email)
c) Use that Profile to rent your new home

Thank you for your understanding.

Do you have Instant booking?

No. For launch specs we have decided not to enable that functionality.
If our clients ask us for it, we will enable it.

How does the booking process work? What do I do?

Simple.
1 Search the properties and find one or more that you like to rent. Do as many online visits as you want.
2 Make one or more Booking Requests. You will need to submit the required documents asked by the landlord.
Landlord has up to 48h to reply.
3 Once approved, do your payment. You have up to 24h to make payment.
4 Move In!

For more details see page How it works.

Should I book the entire period I'm interested on?

Yes. If you only book part of your period of interest you are taking a huge risk that the landlord will receive a booking for the period you didn’t book.
This can happen very fast online.
So, always be safe and book the period that you are comfortable with and can commit to.

What are the Required Documents?

For each listing, landlords define which documents they require from tenants. In listing page, see section House Rules / Landlord Policies / Required Documents.
With Rentwlo you submit these documents when doing a booking request. They may be:
– ID or Passport
– Proof of income
– Personal video

For further details see page Required Documents.

What happens when I do a booking request?

When you do a booking request the property becomes temporarily reserved for you. It will be blocked from receiving other bookings, until there is a reply.
This is a security measure for you, to make sure that each request is taken seriously by our hosts.

The landlord has to 48h to analyse your request and reply, although most will need only a fraction of that time.
He will check availability, review your message and your documents.

In the rare event a landlord fails to reply, the reservation will be automatically cancelled.

Can I do several booking requests?

Yes. But use this possibility with caution. We advise customers to focus only on one or two properties that you’d really like to rent – in the neighbourhoods and locations of your interest -, and for those submit Booking Requests.

If you focus you will achieve greater results. Simultaneously you save your time and the time of everybody else.

Overall, how long does the booking process take?

It can be pretty fast (within the same day) or it can take up to 3-4 days, depending on the reply of the landlord and time to payment by the tenant.

How do I find my reservation?

In any page, place the mouse over your name or picture in the top right corner. A dropdown menu will appear. Click Reservations.
If you’re a landlord it will be named ‘My Bookings’.
If you’re on a tablet or smartphone, to get the dropdown menu tap your picture.

In Dashboard / Reservations you can see a list of all your reservations. Here you get important data at a glance, like status, property id, check in and check out dates, etc, and you can filter and search.

To get all details on a reservation click button ‘Details’. You are now in the reservation page. You can follow status, progress, see what to do next, and you’re able to manage it with several options.

How do I check the status of my reservation?

In Dashboard / Reservations you can see a list of all your reservations. Here you get important data at a glance, like status, property id, check in and check out dates, etc, and you can filter and search.

To get all details on a reservation click button ‘Details’. You are now in the reservation page. You can follow status, progress, see what to do next, and you’re able to manage it with several options.

In addition we sent you an email whenever an update or change of state occurs on your reservation, or when you receive a new message, so you are always informed.

For my booking request, how do I know if I need to do something?

Each reservation passes only by a few states before the final state ‘Booked’.
In each state, in the Reservation page, we included comments letting you or the landlord know exactly where we are and who should do what on that phase. So, no worries, you always know exactly where you are. It’s easy.

In addition we sent you an email whenever an update or change of state occurs on your reservation, or when you receive a new message, so you are always informed.

How do I send a message?

Once you have done a Booking Request, you will be able to send a message to the landlord, and vice-versa.
This is an excellent way to clarify any question, request and add additional information, or simply keep in touch.

To send a message go to Dashboard / Messages. On your list of messages you can see the Guest Name, Listing Name, Host Name and Reservation number. Click on the latest message for your booking of interest, and write your new message.
You can add attachments to messages.

Can I change the dates of my reservation?

No. Currently we do not have that possibility.

The landlord can change the end date, but not the start date.
If you need your reservation to have other dates please discuss with the landlord. Just let him know of your proposed changes and agree directly with him.
If there are any price changes due to your new start date, please agree directly with the landlord.

Alternatively, once you discussed with the landlord, you can simply cancel the previous reservation, and do a new Booking Request with the correct dates.

Can I make changes to a reservation request?

A few changes are possible:
The check out date can be changed by the landlord.
The rent price can be adjusted by the landlord.
Cancellation is always possible, for both parties. Please see all details on this topic in the ‘Cancellations’ section on this page.
You can discuss what you need via internal message directly with the landlord.

About Cancellations, Credits, Refunds

Can I change my mind? Can I cancel a reservation?

Yes, both parties can cancel a reservation. Although not desirable we understand that circumstances sometimes change.

Note: depending on when (in relation to check-in) you cancel the reservation you might not receive 100% of the rent you paid. Please read our Cancellation Policy, or read it in the items below.

Duty to Communicate:
Although a prior notice is not required in case of cancellation of a reservation, however it is mandatory to send a detailed explanation of the reasons for the cancellation. On the platform, by pressing the ‘Cancel’ button, you will have to enter your justification. Be honest and indicate why you are canceling your Booking. Once done, click ‘Submit’. The Reservation will cancel.

Don’t forget that both Guests and Suppliers, have a reputation to build within Rentwlo, towards its users and community. It is also advisable to send a message directly to the other party, giving feedback that can be more personal if you so choose.

Note: Once canceled it is not possible to return the Reservation to an ‘Active’ status. Be certain of what you want to do before taking these actions.

Does Rentwlo have several types of Cancellation Policy?

We keep it simple.
Rentwlo has 2 types of cancellation policy: Flexible, or, Moderate

Landlords decide which policy is appropriate for them.
You can see it in each listing in section Landlord Policies.

What is Rentwlo's Cancellation Policy, for Tenants?

For Tenants!
When tenant cancel a booking

Type 1 – Flexible

Before payment : you can cancel at any time and you won’t be charged.
After payment :
– More than 30 days to Check-In: We refund 100% of the rent paid.
– 30 to 15 days : We refund 50% of the rent paid.
– 14 to 0 days : No refund.

Type 2 – Moderate

Before payment : you can cancel at any time and you won’t be charged.
After payment :
– More than 60 days to Check-In: We refund 100% of the rent paid.
– 60 to 46 days : We refund 75% of the rent paid.
– 45 to 31 days : We refund 50% of the rent paid.
– 30 to 0 days : No refund.

For Tenant cancelled bookings the Rentwlo Service fee + VAT is not refundable. Refunds are only for the rent paid.

For Tenants!
When landlord decline or cancel a booking

Before payment : you won’t be charged.
At any time After payment: We will refund 100% of the payment you made through Rentwlo. That includes Rent, Rentwlo fee and VAT.

General conditions
Each reservation is considered independent from all others.
The Cancellation Policy applies individually to each reservation.

What is Rentwlo's Cancellation Policy, for Landlords?

For Landlords!
When tenant cancel a booking

For both Type 1 and Type 2:
The rent not refunded to the tenant will be paid to the landlord minus Host fee and VAT.

For Landlords!
When landlord decline or cancel a booking

You can decline or cancel bookings at any time, before or after tenant payment, without a cost penalty.

Note for landlords: cancelling reservations may cause your listings to be ranked lower in search results and list presentation.
More on this topic below, in question ‘For landlords, what is the consequence of cancelling a reservation?’.

General conditions
Each reservation is considered independent from all others.
The Cancellation Policy applies individually to each reservation.

I am a landlord. What is the difference between Decline and Cancel a reservation?

The difference is:
Decline is only possible by landlords before Tenant has made payment.
After payment it’s called a Cancellation.

We ask landlords to analyse well each booking request and be certain of their decision.
If a Booking Request must be declined, do it as early as possible, as a Decline, so that cancelations by landlords are rare.

Cancellations can cause stress and even some financial impact on customers, if they occur close to Check-in. To be avoided.

For landlords, what is the consequence of cancelling a reservation?

As can be understood by our Cancellation Policy we consider that landlords only in very rare cases will cancel a reservation, and even less as we get close to the Check-In date, and that is why we do not have a cost penalty for landlords when that happens.

But we are monitoring the number of cancellations that each landlord is doing, and we may have some conversations with some landlords on this subject.
If we understand that a landlord is not acting correctly that may cause his listings to be downgraded.

Currently we don’t do this automatically but we are watching.

I have cancelled a reservation. Can I undo?

No. Once canceled it is not possible to return the Reservation to an ‘Active’ status.

If the cancellation was a mistake, for some reason, you can send a message to the other party. If both are in agreement, the Tenant could then do a new Booking Request and proceed from there, with a new reservation.

I plan on not going ahead with my reservation, do I have to cancel it?

If you are certain of your decision then you should inform the other party as fast as possible, and cancel the reservation. Always provide a detailed explanation of the reasons for the cancellation.
Rentwlo is a place where you make friendships and treat all members of our community with high respect.

Depending on when (in relation to check-in) you cancel the reservation you might not receive 100% of the rent you paid.
Please read our Cancellation Policy, or read it in the items above.

How do I cancel a reservation?

In Dashboard / Reservations, inside your Reservation Page, in the Sidebar you have the button ‘Cancel’.

Once clicked it will open a dropdown menu in the top of the page.
Enter the Cancel Reason, a detailed explanation of the reasons for the cancellation (be friendly, transparent and honest), and click ‘Submit’.
Each of us have a reputation to build within Rentwlo, towards its users and community.

And that is it. Your reservation will be immediately cancelled. The other party will also be informed via email.

We ask our customers to minimise these occurrences. We provide this level of freedom but in return we ask customers to use it wisely.

My reservation was declined or cancelled. Now what?

If you are a tenant:

If your reservation was declined or cancelled before payment:
You won’t be charged. Just move on. Keep moving forward. Simply search other properties and do a new booking request.

Your reservation was cancelled and you have already paid:
We give you a Credit. We calculate how much you are entitled to and we add that value to you as a Credit (see Dashboard / Credits). You can use the Credit immediately in your next reservation. You don’t have to do anything, it will appear in the calculations of your next reservation.

Note: the Credit is added manually by our customer support, so there could be a little delay until we can do it. Normally we make it available the same day.

If you do not want to use Rentwlo to rent your next home, you can request a refund in Dashboard / Credits. Click on button ‘Request Refund’.
You can confirm the amount Credited by consulting our Cancellation Policy.
For more details on Credits read the following items.

My reservation was cancelled by the landlord and I have already paid. Now what?

When landlord cancel a booking at any time After Payment: We will refund 100% of the payment you made through Rentwlo. That includes Rent, Rentwlo fee and VAT.

We add it as a Credit. See Dashboard / Credits.
You can use the Credit immediately in your next reservation. You don’t have to do anything, it will appear in the calculations of your next reservation.

Note: the Credit is added manually by our customer support, so there could be a little delay until we can do it. Normally we make it available the same day.

What if the landlord cancels my reservation very close to (or at) Check-In?

We consider this to be a very rare event. If it happens, please contact us. It’s important that we talk to both parties if this happens. We will try to understand and mediate the situation.

In terms of compensation: Rentwlo does not offer a guarantee, or an economic compensation, for this and other similar cases.

Rentwlo charges the lowest fees of any home rental company. Because our fees are so low, it doesn’t allow us to cover certain events, or to provide our tenants with a financial guarantee for them.

We know some of our competitors do offer that financial security for these rare events, but they also charge the customer 3 times more. So, you have in fact already paid for it. Our customers should understand this.

Do not worry. Rentwlo can help you in several ways:
1) We will refund 100% of the amount you paid to Rentwlo in the form of a Credit. See Dashboard / Credits.
2) You can use your Credit in your the next Booking Request.
3) We can provide some support for your next Booking Request. We may send a message or speak directly to the new host. Send us an email identifying your new Reservation number, Ad and Vendor name, so we can help you get a new home faster.

For Hosts: Canceling reservations, especially close to the check-in date, may result in your Ads being ranked in lower positions in search results and standard Ad presentation.

What if, at check-in, I discover the apartment is not what was published?

If at Check-In you discover that the apartment does not correspond to what was published, you have the right to Cancel your Reservation and not proceed with the Lease.

In this case, do not sign the Lease Agreement and talk to us immediately.

Assess what’s different (take pictures) and let us know so we can understand the best course of action. We will also speak with the Provider to gather more information. We will gather the facts to understand who is at fault. If we understand that there was no reason for the Cancellation by the Guest, this case will be treated as a normal cancellation, subject to the normal rules of our Cancellation Policy.

Rentwlo reserves the right, if it comes to the conclusion that it is malicious intent or fraud by the Provider, to be able to remove the Ad from the Rentwlo platform, and the Provider may also be banned from using the Rentwlo platform.

In terms of compensation: Rentwlo does not offer a guarantee, or an economic compensation, for this and other similar cases.

Rentwlo charges the lowest fees of any home rental company. Because our fees are so low, it doesn’t allow us to cover certain events, or to provide our tenants with a financial guarantee for them.

We know some of our competitors do offer that financial security for these rare events, but they also charge the customer 3 times more. So, you have in fact already paid for it. Our customers should understand this.

Do not worry. Rentwlo can help you in several ways (subject to the Guest not being at fault):
1) The amount to be returned by Rentwlo is subject to our verification of the facts. If there is a solid reason for your cancellation, which could not be remedied by the Supplier, we will refund 100% of the amount you paid to Rentwlo in the form of a Credit. See Dashboard / Credits.
2) You can use your Credit in your the next Booking Request.
3) We can provide some support for your next Booking Request. We may send a message or speak directly to the new host. Send us an email identifying your new Reservation number, Ad and Vendor name, so we can help you get a new home faster.

What is a Credit?

A Credit is an Online Refund.

If your booking was cancelled and you had already paid, we give you a Credit. It’s logical and fast.
The Credit is added to your Dashboard typically within 1 day. See Dashboard / Credits.

You can use your Credit immediately in your next booking. You don’t have to do anything, the Credit will appear in the calculations of your next booking request.

If the new booking is a higher value, simply pay the difference.
If the new booking is a lower value, the difference will remain as a Credit.

For any Credit you have, you can ask us at any time for a refund (transfer to your account) and we do it as soon as possible.

Credit value:
Credit calculation is per reservation. Each reservation is considered independent from all others.
The Credit value given to you after a cancelled reservation is the amount you are entitled to, according to our Cancellation Policy. The Credit always corresponds to your refund.

The Credit is added manually by our customer support, so there could be a little delay until we can do it. Normally we make it available the same day.

How to get a Refund?

To get your refund:

1. First go to Dashboard / Profile / Payment Method and complete the information in sections ‘Select Personal or Business Bank Account’ and ‘Select Your Payout Method’. Complete the information there, so we know how to pay you.

2. Go to Dashboard / Credits.
Rentwlo will give you a Credit. You can see it there. We also add a small text explaining your calculation, always according to our Cancellation Policy.
Once you have a Credit, the button ‘Request Refund’ is displayed. Click on it to request your Refund (transfer to your account). Within a few days, it’s done.

Refund value:
The Refund is the same value as your Credit.

Preparing the Rental Agreement, Move-In process, Check-In

How soon can I read the rental contract?

We make the contract template available as soon as payment is done. We publish it in the Reservation page.

Do you have an English version?

Yes. It’s available in two languages, Portuguese and English.

In Portuguese law a contract, to be valid, must be written in Portuguese, so this is the important one.

The English version is added as a service for our foreign customers who may have difficulty with the Portuguese language. It’s a direct translation of the Portuguese version.

Should I use Rentwlo's Rental Contract template?

Rentals made through Rentwlo should use our contract template so that both parties enjoy adequate protection, but we make clear that the parties are free to use another contract template.

The Rentwlo template was specifically created by our lawyers in accordance with Portuguese law to ensure adequacy and compliance with:

– The Concept, Reservation Process, Services, Information, Functionalities and Procedures of Rentwlo.
– For Housing and Non-Permanent Stay, for very short, short, medium and long term.
– Exclusively for Properties reserved through Rentwlo.
– In our template, Rentwlo appears as the Mediating company.

Simply fill in the blanks with your specific contract data.

What is Rentwlo's responsibility?

Rentwlo’s responsibility is:
1. Providing and managing the marketplace connecting the product of suppliers, property managers, hosts or landlords with tenants who are looking to rent.
2. Within what is enforceable and possible, we uphold responsibility of both parties in relation to our Terms of Service, Platform Rules and all Rentwlo Policies. Landlords in addition also sign a mediation agreement with Rentwlo when we visit the property.
3. Rentwlo has procedures who are designed to improve the security and trust of the offerings in our marketplace.
4. Rentwlo can help to mediate disputes and provide advise.
5. At the day of Check-in we contact both parties to verify and hear how it went.
6. Two days after check-in we will contact the tenant to make sure that all is going well and all is well with the property. That being the case, we will transfer the first month to the landlord minus our host fee. That really concludes our procedures and responsibilities as mediators.

Rentwlo is not responsible for, and is the responsibility of the parties:
– Check-In date and time to be agreed directly between the parties.
– The rental agreement itself. We make a template available but the landlord may decide to use another. The tenant should read it to verify that all is correct.
– The Check-In, signing of the agreement, payment of the deposit and handing of the key is the responsibility of both parties.
– We are not a signing witness.
– We are not responsible for either party not fulfilling it’s responsibilities, namely, but not limited to, the payment of rent, the correct functioning of the property, and any damages to the property.
– After Check-In, Rentwlo has no more participation or responsibility, in any way, on the rental.

Further considerations:
– Nothing will make us more proud than a good, respectful and friendly relationship between the parties, where each party fulfils it’s duties and responsibilities.
– If an honest and friendly relationship is established between the parties, everything will go well.
– Not only that but we become happier, more satisfied, we make friends and we enjoy their company. That is priceless.
– If on the other hand something happens, we are only a phone call away and will try to sort it out, if our help is requested.

What if I need to add a guarantor to the rental contract?

In case a guarantor is to be added:
1) Add to the agreement a third person as a guarantor.
2) Enter another cause in the agreement indicating the role of the guarantor as: to fulfil payments and all other responsibilities and duties the tenant enters into with the signing of the rental agreement, in case the later fails to fulfil those responsibilities and duties.

Should the rental contract follow the reservation done?

Yes. That is part of the Value of using Rentwlo. Your reservation through Rentwlo and any items agreed between the parties, establishes and are the conditions of your rental. Using Rentwlo’s platform to rent a home is in itself a binding agreement for its fulfilment as mentioned in our Terms Of Service.

That means and includes all the important conditions, like rent value, the value of the deposit, the start and end date, inclusion or not of utilities, the furniture and decoration in the apartment, the level of equipment, etc, and anything that the parties may have discussed and agreed, are all carried over from the booking done in Rentwlo’s platform to the rental agreement.

Normally the Host will prepare the contract and should provide it to the Guest with at least 2 days to Check-In date. Tenant should review it before signing.

Who will prepare my rental agreement?

Normally the Host will prepare the contract and should provide it to the Guest with at least 2 days to Check-In date.

Tenant should review it before signing. If any modification is required there is still sufficient time.

Will I sign my rental agreement online?

No. Currently contracts cannot be signed online.
We are looking into adding this functionality in the near future.

You will sign your contract at check-in, where both parties will be present.

What is the move-in process?

Move-In or Entry Process:

– Agree via message with the landlord the best time to meet in the property, on your Check-In date.
– You can also ask the landlord if your home is ready to receive you and any information you might need.
– Ask the landlord for the exact address.
– About 1 week before your check-in we will send you via email the exact address, which we have on our records if we have visited the property.
– Both addresses should match.
– For additional security and information: At the same time, we will we will make the contacts of the other party available in the reservation page. An email notification will be sent to both parties when these have been shared.
– The landlord will prepare the Lease Agreement and should provide it to the guest with at least 2 days to Check-In date. For this purpose, the landlord may request some more information from the guest.
Note: We advise using the draft provided by Rentwlo, developed specifically for leases made through Rentwlo.
– Tenant should read the agreement.
– At Check-In you will meet the landlord and finally see your home in person. The Host will show you the property. Make a light check of the living conditions.
– Both parties will Sign the rental agreement.
– Pay the Deposit directly to the Supplier. Your Lease is only valid after you pay the Deposit.
– Receive your keys.
Note about the Deposit: The Deposit should be paid to the landlord either in the days leading to Check-In (ideal situation) or during the Check-In. This is because some landlords will not provide the keys unless the Deposit is paid and proof of payment provided.
– Take the opportunity to get to know each other and enjoy a good moment. Establish an honest and good relation. A new phase in your life, grow, improve, learn, lead a happier life.
– Rentwlo will pay the first rent to the landlord, forty-eight (48) hours after Check-In date, not without first contacting the guest to verify that everything went normally during Check-In and confirming the good living standards of the home and its similarity to the Advertisement.
– Subsequent rents will be paid by the guest directly to the host, always providing the respective proof of payment.
– The host will confirm monthly the good reception of the rent.

How will Rentwlo verify that my Check-In went well?

About the Check-In date:
In case you have agree with the landlord a different Check-In date, let Rentwlo know by updating that information in the Reservation Page.

On the day of Check-In we contact both parties to verify and hear how it went.
Two days after check-in we will contact the tenant to make sure that all is going well and all is well with the property. That being the case, we will transfer the first month to the landlord minus our host fee.

During the Stay

What are the duties and obligations of a tenant?

Here’s a few simple suggestions for everything to go just fantastic:
– Treat your apartment really well.
– Keep it clean and tidy.
– If you don’t have time for cleaning please ask the landlord for a contact for cleaning once a week.
– Ask the landlord for the condominium rules, to make sure you know the building code of conduct and current rules.
– Pay rent and utility costs always on time. Rent is due monthly on the day of your Contract Start date.
– Provide the landlord with proof of payment, monthly.
– If something is not working well, or have stopped working, or a possible damage can occur, please contact the landlord as soon as possible.
Note: Certain issues if not communicated and addressed immediately can cause damage to the apartment and worsen your living conditions.
– To avoid any liability, simply communicate to the landlord any issue as fast as possible.
In addition:
– You are responsible for your behaviour, acts, actions, omissions, damages, as well as those who live with you.
– Comply with all legal and contractual obligations as outlined in the Lease Agreement signed by both parties.

For Check-Out, please read below in this section item ‘What is the move-out process’.

What are the duties and obligations of a landlord?

Here’s a few simple suggestions for everything to go just fantastic:
– Make sure the apartment is in great shape to receive the tenant, with everything working well.
– The home, its divisions, equipment, appliances, decoration and furniture should correspond to the information and conditions mentioned in the advertisement with Rentwlo.
– If there are some details that at Check-In still need to be solved, please mention it clearly to the tenant, as well as how and when it will be solved, if possible.
– Confirm monthly good reception of the rent.
– Communicate monthly the utility costs, if not already included in the rent, for payment by the later.
– If something is not working well, or have stopped working, or a possible damage can occur, upon communication by the tenant, act on any issue and it’s repair as fast as possible, except if the guest is responsible for the damage in question, in which case the guest will take action for it’s repair and resolution, at his expenses.
Note: Certain issues if not addressed immediately can cause damage to the apartment and worsen the living conditions of your guest.
In addition:
– Comply with all legal and contractual obligations as outlined in the Lease Agreement signed by both parties.

For Check-Out, please read below in this section item ‘What is the move-out process’.

After I move in, do I pay rent through Rentwlo?

No. All subsequent rents will be paid directly to the landlord, and not through Rentwlo.

Every month, when is rent due?

Rent is due monthly on the day of your Contract Start date.
In case you cannot make payment on that day, do so just after, within the next few days.
Provide the landlord with proof of payment, monthly.

Which payment method should I use?

Simply ask the landlord how he prefers to receive rent.
Normally wire transfer is still the most widely used method. In Portugal MB-WAY has also become very popular because of it’s ease of use and the value paid is received instantly.

Can I get a rent receipt?

Normally the landlord will issue a receipt each month, unless if otherwise agreed between the parties.

End of Stay

What are my obligations before I leave?

Please see following item, ‘What is the move-out process’.

What is the move-out process?

Move-Out or Exit Process:

– You want to finish your rental agreement in excellent terms and relationship with the host.
– Both will do a Review of the other in the end of the Stay.
– With that in mind, both parties will exert a highly responsible and respectful atitude.
– Your contract certainly has a Notice Period for termination. Always inform the landlord of your departure at the minimum complying with the agreed Notice Period. Better still, let the landlord know as soon as you can confirm your Check-Out date.
Note: The notice period is the period that the landlord will use to again rent the property, if not already rented from your Check-Out date onwards.
– Make sure all rents and utilities are paid.
– The Deposit cannot be used as Rent payment.
– Make sure you caused no damages to the property, or if they exist and they are your responsibility, call a builder and have it repaired. Much better than having the landlord pay the expenses from your Deposit.
– The parties will agree on a date to meet at the property, which for medium to long-term stays, should be 30 days before Check-Out, for inspection and assessment of any damages. The parties will agree who will be responsible for the repairs. In case it’s the landlord, the deposit will be used to pay for these works.
– Return the home with no damages, and with the exact same equipment, appliances, decoration, furniture, personal property, etc.
– When leaving make sure to leave the home clean and tidy, in the exact same condition as you received it, ready to be rented to the next guest.
– On the day of Check-Out, the parties will verify that the damages are resolved and a final inspection will be carried out.
– If there are no additional damages to cover, and if the guest complied with its obligations and responsibilities as mentioned in the Rental Agreement, the Deposit, or the remainder of it, will be returned at the end of the term no later than forty eight (48) hours of the guest’s departure, unless the exact amount is not yet known. Proof of payment to be provided by the Landlord.
– Finally, publish a Review of your experience. What it was like to use Rentwlo? To live on the property and neighbourhood? And the landlord’s personal atitude and support?

Reviews are done in the Reservation Page / Sidebar / Button ‘Make a Review’.

I'm a tenant. What to do if I need to leave early (before the end of my contract)?

The idea here is the following:
– You want to finish your rental agreement in excellent terms and relationship with the host.
– Both will do a Review of the other in the end of the Stay.
– So, both parties will be responsible, respectful and exert common sense on the early departure.
– Your contract certainly has a Notice Period for termination. Always inform the landlord of your departure at the minimum complying with the agreed Notice Period. Better still, let the landlord know as soon as you know.
Note: The notice period is the period that the landlord will use to again rent the property, ir order to minimise loss of revenue.
– Also, provide a justification to the landlord for your early departure. Gather the necessary email or document and forward it to the landlord. Have a word with him and be honest.
– Leaving early really depends of how early. Except for circumstances totally outside of your control, always fulfil 80% of your rental duration.
– Make sure you caused no damages to the property, or if they exist and they are your responsibility, call a builder and have it repaired. Much better then having the landlord pay that expense from your Deposit.
– When leaving make sure to leave the home clean and tidy, in the same condition as you received it, ready to be rented to the next guest.
– Make sure all rents and utilities are paid.
– Always assume your responsibility and the landlord will also do the same. And that’s great and positive. That’s the best possible emotion for each party to take with them in the end. One of respect and understanding. That is more important that the money involved.
– At the bottom line, your departure is not so much an issue anymore because you have helped with a solution.

Unless the agreement you signed is unfair and un-reasonable, the items seen above, if you comply with them, are the right conditions for the landlord to return 100% of your Deposit.
You also get to keep a friend, which is rare. What is more important? This goes for both parties.

I'm a landlord. What to do if tenant leaves early (before the end of the contract)?

Rentwlo was designed precisely to solve this issue. Our low fees allow landlords to rent again fast and with minimal cost, quickly filling the new vacant period, with no loss of income.
To a large extent that is our solution.

In relation to the standing issue of the Deposit paid by the tenant:
Please read the previous item (recommendations for the guest, for this same situation.), which we believe to be the right solution to a tenant leaving early and the question of whether to return the deposit or not, both in this case of an early departure, and possibly others.

Rentwlo suggests and recommends that when the tenant has fulfilled fully or to a reasonable degree, all its other obligations, as seen in the previous item, (let’s use common sense), the landlord should return 100% of the Deposit.

Having a Problem?

Please let us know immediately via email at ineedsupport@rentwlo.com or call us directly, if that is easier for you, on +351 937 141 122.
Thanks for your help!

Search

May 2022

  • M
  • T
  • W
  • T
  • F
  • S
  • S
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31

June 2022

  • M
  • T
  • W
  • T
  • F
  • S
  • S
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
0 Adults
0 Children
Pets
TYPE
PRICE
ZONE
HOME
UPGRADERS

Compare listings

Compare