Guest support during the stay
In-stay support covers the period between check-in and check-out: answering guest requests, fixing problems in the property and emergency call-outs. Technical work costs €35 per hour and an emergency call-out €45 in hours or €75 out of hours. Each plan includes hours.
A fault mid-stay turns into a three-star review if nobody answers. That is what this service prevents, especially when you are asleep in another time zone: somebody answers, somebody goes, and you are told.
What is included
- Guest contact line from 08:00 to 20:00, every day
- Triage of requests: what can be solved by phone and what needs a visit
- Call-out to the property for faults, access failures or safety issues
- Coordination of a plumber, electrician or locksmith when a trade is needed
- Owner informed within 2 hours, with a photo and a proposed fix
- Every interaction logged in the property history
What is not included
- Commercial handling of bookings, which belongs to revenue management
- Structural repairs and building works
- Equipment replacement, quoted separately
- Assistance to guests away from the property
Pricing
Each operational plan includes call-out hours per month: 1 hour on Ativo, 2 on Completo and 4 on Integral. Only hours beyond the allowance are billed.
| Service | Price |
|---|---|
| Technical call-out, per hour | €35 |
| Emergency call-out, in hours | €45 |
| Emergency call-out, out of hours | €75 |
| Additional visit | €25 |
| Waiting time, per 30 minutes | €20 |
| Welcome kit | €8 |
All amounts are shown excluding VAT. The applicable rate is 23 %. Stacked percentage surcharges are capped at 50 %.
Conditions
- Support hours
- 08:00–20:00 on Essencial and Ativo, 08:00–22:00 on Completo and Integral.
- Response time
- Under 4 hours on Ativo, under 3 on Completo, under 2 on Integral.
- Emergency call-out
- €45 in hours, €75 out of hours. Reduced or included depending on the plan.
- Minimum billed
- 1 hour of technical work.
- Materials
- Billed at cost plus 20 %, above the plan’s consumables allowance.
How it works
- 01The guest gets in touchBy phone or message, on the number in the arrival guide.
- 02TriageWe solve by phone what we can. If a visit is needed, we give an arrival time.
- 03Call-outTravel to the property, diagnosis and fix, or coordination of the trade required.
- 04ReportingReport to the owner within 2 hours, with a photo and an estimated cost.
Frequently asked questions
What counts as an emergency?
Loss of water, electricity or gas, a failed water heater, a jammed lock, flooding, and anything that stops the guest using the property safely. A television that will not tune is not an emergency: it is handled on the next visit.
Do I have to approve every call-out?
Not below €150 of materials, which we advance and bill at cost plus 20 %. Above that we ask for written approval before proceeding, unless there is a risk the damage will get worse.
Do you handle guests in English?
Yes. Support runs in Portuguese, French and English, which covers almost every guest on the south bank.
What happens outside support hours?
On Essencial and Ativo, requests received after 20:00 are handled the next morning. On the Integral plan, emergencies are covered 24 hours a day with a response under 2 hours.
How do I know what happened, from abroad?
Every call-out creates a timestamped record with a photo and a cost, kept in the property history and itemised on the invoice on the 1st. There is never an invoice line without a prior record.
Areas where we provide this service
Each area page states the municipal tourist tax and the status of the local short-term rental regulation.
Request a quote for this service
Tell us the property type and the area. We come back with a firm figure within 24 working hours.