Clear answers,
without the runaround.

Search by area, dates and number of guests, then open a property to review its amenities, house rules, cancellation terms and accommodation charges. Choose Continue to booking and add the details needed to prepare the request.

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 this concept; a production checkout must disclose every compulsory charge before a guest is asked to pay.

A request is not a confirmed reservation. Your booking is confirmed when the host accepts the dates and you receive an AlugaCerta confirmation with the final total, cancellation terms and booking reference.

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.

Before confirmation, return to the property and send a new request with the correct details. After confirmation, contact support with your booking reference. Changes depend on availability and may affect the total or cancellation terms.

You can choose MB WAY, Multibanco or a debit or credit card. The payment option and instructions are confirmed after the host accepts your request.

The current concept does not take payments. In the production service, payment would be requested only after availability and final terms are confirmed. Check the property, dates, guest count, cancellation policy, taxes and final payable total before paying.

Contact support with your booking reference and the email address used for the reservation. The cancellation terms shown on the property and repeated in your confirmation determine the refundable amount.

When a refund is due, AlugaCerta returns it to the original payment method and sends a confirmation. Your bank or payment provider may need additional processing time before the funds appear.

Your payment confirmation includes the amount paid and booking reference. If you need another copy, contact support using the same email address as the booking.

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 current concept minimises collection and explains the limited data it handles in the Privacy notice. Before production, that notice must identify the operating entity and cover every real booking, payment, verification and support process. 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, contact Sofia 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.

Hosts provide identity and contact information, proof of their authority to list, payment details and the accommodation information required for the property. Additional documents may be requested where the law or property type requires them.

Contact the host onboarding team before accepting new bookings whenever prices, amenities, capacity, house rules, access information or cancellation terms change. Guest-facing information must remain accurate.

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.