Clear answers,
without the runaround.

Public booking requests remain closed during pre-launch. When the safety gate opens, sign in, search by area, dates and guests, review the verified property and send a protected request. Illustrative homes cannot accept requests.

The displayed accommodation total combines the nightly price and cleaning fee. AlugaCerta charges guests no service fee. Local tourist taxes and exemptions are not yet calculated by the pre-launch service; the live checkout must disclose every compulsory charge before a guest is asked to pay.

A request is not a confirmed reservation. Host acceptance reserves the dates only while payment is pending. The booking becomes confirmed only after AlugaCerta records successful secure payment and issues the confirmation.

Yes. Add your question in the message field when sending the request. Include practical details such as arrival time, accessibility needs or who is travelling, but never send payment details in a message.

Signed-in guests can open Your bookings from Account. Hosts use their private Booking requests inbox. Each record keeps its status, price and terms snapshot, timeline and participant messages together.

Cancel an unconfirmed request from its private booking page and submit a new one with the correct details after the dates are released. Confirmed-booking changes will require the payment and refund workflow that is still being built.

Payment remains closed during pre-launch. At launch, Stripe-hosted checkout will display the card and eligible local methods available for that transaction. Card and bank details are entered with Stripe and never stored by AlugaCerta.

Only after the host accepts the dates. The protected booking page shows the exact accommodation total, €0 guest service fee, local-tax disclosure and cancellation terms before it can open secure checkout.

Open Your bookings, choose the request and add a short cancellation reason. Requested or payment-pending dates are released immediately. A confirmed booking follows the recorded cancellation policy and an operator-reviewed refund decision.

An approved refund is sent to the original payment method. Your booking shows the durable refund status; provider and bank processing time can continue after Stripe marks the instruction successful.

A confirmed booking keeps the paid amount, payment reference and immutable price snapshot in Your bookings. Provider receipt delivery and statutory invoice responsibility will be stated in the final live terms.

No. Do not follow payment links or bank instructions sent through private messages. If a host asks you to pay outside the confirmed AlugaCerta process, stop and contact support.

Saved stays is a private shortlist of up to three homes. With two or more saved properties, you can review the accommodation total, space, cancellation terms and location side by side. Local taxes may still apply.

No. Saving a property does not hold dates, contact the host or change availability. Send a booking request when you are ready to travel.

Saved stays remain in the browser and device where you created the list. Clearing browser data, using a private window or opening AlugaCerta on another device can create a new empty list.

Use Remove on an individual property, Clear the entire plan on the Saved stays page, or Clear saved stays in Privacy settings.

The Privacy notice covers accounts, controlled booking requests and messages, host verification, listings, payments and statutory reporting. Signed-in users can download a current JSON copy of the server records available to their account or submit a traceable privacy request. The legal operator identity, final retention schedule and processor contracts remain launch gates. GDPR applies; POPIA applies only when its territorial test is met.

Arrival instructions and the host contact method are provided with the confirmed booking. Review them before travelling and tell the host if your expected arrival time changes.

Contact the host using the details in your booking confirmation. If you cannot reach the host or the issue is not resolved promptly, open a private support case and include your booking reference.

Photograph the issue safely, keep relevant messages and contact the host first when appropriate. If the issue affects your stay or cannot be resolved, contact AlugaCerta support as soon as possible.

Tell the host promptly, explain what happened and keep photographs where useful. Do not arrange a private cash settlement; support can help both sides document the issue fairly.

Move to a safe place and contact the appropriate local emergency service first. Platform support is not an emergency service. Once you are safe, contact AlugaCerta so the booking and property issue can be recorded.

A Verified badge means AlugaCerta has reviewed the host identity and the required property or accommodation information. Verification supports trust but does not replace reading the full listing and house rules.

Premium Host recognises hosts who maintain strong service standards, accurate property information and dependable guest communication. Eligibility is reviewed and the badge can be removed if standards are not maintained.

Guest Favourite highlights homes with consistently strong feedback from completed stays. It is a quality signal, not paid placement, and it is reassessed as new guest feedback is received.

Only guests linked to a completed booking can submit a stay review. Reviews should describe first-hand experience, and content may be removed when it is fraudulent, abusive or unrelated to the stay.

Stop the conversation or payment, keep screenshots or messages and contact support. Never share passwords, verification codes or full card details with a host or another guest.

Owners and authorised property managers can apply to list eligible accommodation in the supported areas. The onboarding review checks identity, authority to list and the property information required for guests.

Commercial terms are shown privately to registered host applicants before they enter a host agreement. They are not part of the guest booking journey.

Potential hosts first request access through the contact page. Invited applicants sign in with a confirmed account, complete one private application for an operator and property, and upload the required evidence through the protected application area.

Hosts provide identity and contact information, proof of authority to operate the property, RNAL registration, insurance, tax-activity information and required declarations. Evidence is uploaded privately as PDF, JPEG or PNG files. After AlugaCerta approval, bank, identity and payout onboarding is completed directly in Stripe Connect rather than in the host-application form.

An authorised reviewer checks the application and each required document. The status may change to Under review, Changes requested, Approved or Not approved. If replacement evidence is needed, the reviewer note explains what to provide. Host approval does not publish the property; every listing has a separate review.

Before submission, withdraw the application and start a corrected one. If a reviewer has requested changes, replace the requested evidence or contact support for a factual correction. Never email identity evidence.

An approved host can manage guest-facing content, versioned EUR pricing, cancellation wording, images and future calendar days. The host inbox handles protected requests and messages; Payments and payouts shows Stripe onboarding and capability status without exposing bank credentials to AlugaCerta.

Listing approval and publication are separate operator decisions. Every image must be security-cleared and accepted, the price and cancellation version must be complete, and the verified RNAL and trader details are added to the guest-facing catalog. A host or operator can pause a live listing immediately; republication requires another review.

Use the listing workspace for guest-facing content, prices and calendar days. Contact host support whenever the legal operator, RNAL registration, insurance, authority, capacity or other verified property facts change. Those facts cannot be silently edited in a listing and may require re-verification.

Yes. Producers, guides, restaurants and transport providers serving Penela, Coimbra, Lousã or nearby areas can register their interest. Partner information is reviewed for relevance and accuracy; paid placement is not presented as independent advice.