The Agente Imóvel Help homepage is located at www.agenteimovel.com.br/help.Here you’ll find a wide collection of resources loaded with information about hosting, traveling, and using the site. We’re going to highlight some of our main features. All our FAQs about hosting, traveling, and the company are here. If you're wondering how Agente Imóvel works, how to edit your listing, or what happens after you click the BOOK NOW button, click on a topic below and browse the FAQs. How do I get back to the Help homepage? Jump to the Help homepage at any time by clicking the link at the bottom of any web page.

2. How do I sign up with Agente Imóvel?

Signing up and creating an Agente Imóvel account is free!You can create a profile on the top right corner of the screen. There you'll see the options Sign in or Register and the Help button. Click on Register and fill up the basic information including your e-mail and user type, you’ll receive an e-mail confirmation, after accepting it; you're all set to start using your account. After signing up, make sure to finish completing your profile so that the host knows who you are. This is important as some hosts only rent out to people who are open about their identity.

3.How do I list my space on Agente Imóvel?

To list a property is simple! You will find a ‘SUBMIT LISTING!’ button on every page next to the ‘Sign In’ or ‘Register’ options. Click on it and you will see two listing options. Choose ‘Holiday Rental Booking’ and start registering your property for free. If you already have a profile, you will be redirected to the first of three steps in order to make a great Listing. These are as follows:

- Listing Details:

Type the address or using the zip code to find your location on the map. You must also select the property Type, the daily rates and the size of your living area. Don’t forget to add an enthusiastic description of your property. It helps you to get more bookings!

- Photo Upload:

Here, you can add as many pictures as you want and rearrange them in the way you wish. This is a great chance to promote your apartment. Using nice photos is probably the most effective way to get bookings!

- Preview and Confirmation:

In preview, you will be able to check if everything you added to make a good listing it’s the way you want it to be. Just click on the ‘Edit Listing’ button to go back and make changes. When you are ready, just click on ‘Confirm’. Your first listing has to be accepted by our team before being posted on the site. Don’t forget to check our Terms & Conditions policy before accepting the Listing.

- Once your listing is posted:

Set your calendar availability to make sure guests are not trying to book your apartment when it is not available. We need you to fill out your payout method using our payment system. Answer messages and reservation requests from prospective guests in a timely manner using the messaging system on the site. Your response rate and search rank depend on it, so don't keep your potential guests waiting!

4. Who can host on Agente Imóvel?

Anyone can be a host! It's free to sign up and to list your space. The listings available on the site are as diverse as the hosts who list them, so you can post apartments, entire houses, flats, hotel rooms, penthouses, Studios, Pousadas or castles. Since anyone can be a host, it is important to learn how to play it safe on Agente Imóvel in our Terms & Condition Policies.

5. How much does it cost to host on Agente Imóvel?

There is no charge to post a listing on our website. However, we do collect a service fee on top of the value of the reservation from the guest for using our services. For example, if a guest books a night for R$1000, Agente Imóvel is charging the guest $1120. The host will receive the value of the reservation (R$ 1000) minus transaction costs for processing the payment. The transaction cost varies between different payment options.

6. Does Agente Imóvel screen users?

Agente Imóvel does not formally screen users.

7. How can I protect myself as a host?

There are some great ways you can protect yourself as a host on Agente Imóvel.

In a community of active users, the exchange of experiences is very important to the success of your listings. We believe in a transparent community made of good reviews and bad reviews. Here are a few tips and warning we provide for you:

1. Answer your guests: Try not to commit flaws by lack of attention and not answering your guests. If bookings requests aren’t answered regularly, the site will be forced to remove your account since such behavior creates bad will for you as a host and for us as a company.

2. It is not allowed to cancel a paid reservation: A guest may book your place and you can choose to accept it or not, however from the moment the transaction is accepted it’s not allowed to cancel as a host. Respect our policies and everything will work out fine.

8. How can I contact Agente Imóvel?

You can contact us through our messaging board. Our support team is available between 06:00 – 18:00 at 7 days a week and will answer your questions within 3 hours.

Managing Your Account

1. What is My Profile?

My profile is a section where you have the chance to present yourself with a photo and a description. This section is very important since it allows the other users to understand who you are and that that you would be a nice person to have as a host or a guest. You can always access your profile when you’re logged in by clicking on your name on the top of the screen. The drop-down menu features all the essential shortcuts you’re going to need while interacting in Agente Imóvel.

2. I forgot my password. What do I do?

If you forgot your password and cannot log in to your Agente Imóvel account,

Click on this “ Forgot password ?” link, also found at https://www.agenteimovel.com.br/login.

Enter the email address you use for Agente Imóvel.

You will be sent a temporary password so you can log in to your account.

Afterwards, we recommend you to change your password to one you can easily remember by going to My Agente > My Account > Edit Account Information. Enter the temporary password as your old password, create your new password, and update.

If all else fails, contact Agente Imóvel’s Support, and we will be happy to help!

3. How do I change my password?

To change your password to one you can easily remember go to your My Agente > My Account > Edit Account Information.

4. What should my profile include?

A great profile includes your full name, a profile photo with your face, and whatever you feel others should know about you, such as where you're from and your interests or hobbies. This is your opportunity to tell others why you are in interesting person so don’t be shy. Keep in mind that you are not allowed to share any personal websites or links to any other online accounts you may have. This is a policy we have in order to be sure to keep your communication and transactions on Agente Imóvel.

5. Do I have to fill out my profile?

Only if you feel like it, but we recommend that you actually put more information than what is required so people will know who you are and feel comfortable accepting you as a host or a guest.

6. Why and how should I verify my phone number?

You should add a phone number so guests can easily contact you when they reach their destination. Accessing internet to send email might not be possible so make sure to be available on your phone when you expect a guest to arrive. To add a phone number go to My Agente > My Profile > Edit personal info

7. Why didn’t I receive my email notification or my verification email?

Sometimes a small spelling error can be the cause of the confusion. To make sure your email address is correctly entered, go to your My Agente > My Profile > Edit Personal Info and verify your email address.

It's also possible your email provider mistakenly marked our emails as spam and sent them to your spam or junk folders. You can help avoid this by removing our messages from your spam list and adding any contact from Agente Imóvel to your address book.

Don’t forget that Agente Imóvel Support Team is here for you to help you make sure you receive our emails.

8. How do I cancel my account?

We’d be sad to see you go! Please contact Agente Imóvel Support and we will take care of your request.

Listing You Space

1. How can I create a good listing?

Showcasing your listing is essential in increasing your visibility and making it more likely for guests to reach out to you. We’d like to give you some tips to help you make your listing awesome.

- Upload Top-quality photos.

Photos are the number one factor in a guest’s choice to stay at a property Try to upload photos that have a high resolution. Take photos in the best light of the day, don’t showcase people in it, and show the inner spaces with depth.

- Complete your listing’s description by writing at least 200 words.

Guests are arriving to your place site unseen, so help them out by telling them a little (or a lot!) about where they are staying, what they are getting, the neighborhood they’ll be staying in, and what they can safely expect. Also, make sure to point out if there are any extra charges to use amenities that you have included in the description of your apartment. Our description can use up to 680 letters and we have the option to write it in English and Portuguese.

- Upload a profile photo, and tell a little about yourself.

Help travelers put a face to your name by posting a friendly photo of yourself. Being able to see your smile increases trust between host and traveler, and that’s a good thing, isn’t it? Often times, people like to stay with hosts who share common interests, so also share a little bit about you.

- Set a competitive nightly rate.

Not sure what your nightly rate should be? Take a look at what other hosts in your area are charging and use a similar price. In general, it’s a good idea for new hosts to start slightly lower, and then raise it as you get more reviews.

- Update your calendar often.

Keeping your calendar up-to-date makes things easier for both you and travelers who can easily see whether your place is available when they need it.

2. How much should I charge for my listing?

We’re always trying to think of great ways to help you manage your listing, but sometimes one of the most stressful things to do is to decide on a price for your fabulous place! To get an idea of what market prices are like in your area, you can search for comparable listings in your city or neighborhood. If you are a new host, you may want to charge a little lower than the average rate to attract travelers who are comparing your place to those with existing reviews.

We suggest pricing your first booking at about 25% less than your ideal price. Once you've got a review or two, you can start incrementally increasing your price. This is a good long-term strategy, and we hope you’re it with us for the long haul! You can edit your pricing at any time.

3. How do I add and reorder my listing’s photos?

To add photos on an existing listing, go to you My Agente > My Listings and click Update Details on a selected listing, pass through the listing details and you get to photo upload. In there, you can select pictures from your computer with the uploader. To re-order just click on any picture and drag it to the position you want.

4. How can I take quality photos of my listing?

Photos are the first thing guests look at when considering booking a space, so here are some suggestions to help you make your photos shine.

- Light up your space. Brightness let’s all the depth and color in a room stand out. Sunlight is best, but if it's a dim day, just flick on an overhead light and lamp.

- Shoot into a corner. Explore the range of your space and add dimensionality. Avoid extreme close-ups so you can show what your entire space has to offer.

- Photograph the entire structure and surrounding areas. Help guests imagine what coming home would look and feel like from the door to their room.

- Clean the scene. As they say, less is more. Decluttering is key as it will make your place feel more livable, and extra items won’t distract from your furnishings. Just be sure this is a true reflection of how guests will find the space.

- Highlight the amenities. Document the offerings that make your space unique and comfortable, like your hot tub, patio, garden, or pets.

Once you're ready, learn how to upload your awesome photos to your listing. Photos more than 45K in size are recommended.

5. How do I include a cleaning fee in my listing?

You can mention it on the description. We don’t have the option to mark and set a price to it. Yet!

6. What are the cancellation policies I can choose for my listing?

Our Cancellation policies function directly with the deposits, so, the amount you choose to receive up-front will be accordingly to the cancellation policy, and those are as follows:

We currently offer one type of cancellation policy. We will add additional levels in a near future.

Strict: 50% refund up until 1 week prior to arrival, except fees

The Agente Imóvel service fee is non-refundable.

7. How does Agente Imóvel handle security deposits?

Security deposits are handled between the guest and the host outside Agente Imóvel’spayment system. However, make sure to include security deposit requirements in the description.

Managing Your Listing

1. How do I edit my listing?

You can manage and edit your listing(s) by going to your My Agente > My Listings. Find the listing you want, click on the button to edit the listing. Read some tips on how to create a good listing.

Description - Edit your listing's details, such as listing and room type, description, amenities, maximum number of guests, address, and prices.

Photos - Upload and manage your listing's photos.

Calendar - Keep your calendar up-to-date. To make available or unavailable, click on any day on the calendar, release and drag the pointer to the selected days you wish, after that just choose if its Available or Unavailable.

2. My address is shown incorrectly on the map. How can I fix it?

If your address is appearing incorrectly on the map, there’s no need to worry! It can be edited until its right on-target.

Are you trying to create a listing? When you create a listing, you'll need to enter an address recognized by our system in the address field or find it through Zip Code. If our system does not recognize the postal address entered in the address field, you can identify your location by pinpointing on a map.

Have you already created a listing? First go to My Agente > My Listings > Update Details. On the map write the address or locate it in the zip code. If our system does not recognize the postal address entered in the address field, you can identify your location by pinpointing on a map.

3. How do I use the calendar?

It is important to make sure your listing’s calendar is up-to-date since guests rely on your calendar to show availability. It also keeps you informed of the reservations you have coming up. After you created a listing, you can start managing your calendar. Go to My Agente > My Listings > Click on a Listing > View Calendar.

In the calendar, you can edit the availability or pricing of specific dates by clicking (don’t hold) on any day in the calendar, and dragging the pointer to the selected time period you wish to apply the changes. If you only want to apply changes to one day, double-click. A little window will pop up where you can submit your changes.

You can also set special prices on selected days. Just click on the day or the time period you wish and the same window will appear with the option to set it available or unavailable and the daily rate you wish to set.

4. How do I set up basic pricing?

Go to your My Agente > My Listings > Update Details. Enter in your desired rates per day, week and month (required). Any changes you make on this page will not update your listing’s calendar, and will not apply to reservations that have already been booked.

5. Why isn’t my listing appearing in search results?

For a listing to be activated, our team has to review and accept the listing. This procedure ensures that everything is correct and that you did not forget any critical information. You will send you an email should you need to make any changes to your listing. To make changes, go to My Agente > My Listings > Modify Details

6. How do I turn off my listing and remove it from the search res ults?

We can remove your listing from the search result if you send us a request through our messaging system. You can also erase your listing completely by going to My Agente > My Listings > Remove.

Payouts

1. How and when do I get paid (a payout) for my booking?

We will pay out your money 24 hours after the guest has moved in. We will deduct the transaction costs involved without any mark-up. You can add your payout method by going to My Agente > My Account > Add Payout Method on Payout Method for Vacation Rental Hosts. You can select between two Payout Methods; PayPal and Bank Transfer. PayPal is usually used by non Brazilian owners, it arrives on the same day and the transfer charges are described in the PayPal . A bank transfer will reach you account within 24 hours and the fee is approximately R$9,00. If you need help setting up a payout method, feel free to contact Agente Imóvel Support for assistance.

As a safety feature, Agente Imóvel holds your payout until 24 hours after your guest checks in before releasing it to you. This gives you and your guest time to make sure that everything is as expected. In the event of a guest cancellation, any payout owed to you will be issued 24 hours after the originally scheduled check-in date.

2. Why should my guests and I use your payment system?

Our payment system is secure, reliable, and convenient. We collect guest payments up front and in full when you accept a reservation request. By keeping your communication and transactions on Agente Imóvel, you are upholding our terms of use and you are guaranteed to receive the proper payout for each and every reservation. We also uphold your cancellation policy from the moment the booking is accepted until the end of the reservation.

One of Agente Imóvel main attractions for guests is that we do not release a payout to you until 24 hours after the check-in date. For a guest, this means they can be confident that their money is safe and secure until they are warm and snug at your listing. For you it means more reservations since travelers flock to the site for our secure payment system, plus you get the added security of assistance from our Agente Imóvel Support team.

3. What are Agente Imóvel service fees?

We charge the guests a 12% service fee for every reservation booked. This service fee is what actually goes to the site's operation, enables the platform that we provide, and allows us to offer Support before, during, and after travel.

After entering the exact dates and number of guests for a reservation, guests will see the service fee included on a listing’s page. The exact fee is also located on the booking page before you submit a reservation request and on any guest billing receipt.

Agente Imóvel will charge the host the transaction fees without any mark-up which the payment from the guest generates. These fees will be deducted from the amount paid to the host.

4. How can I change my payout method?

You can change your payout method by going to your My Agente > My Account > Add payout Method. Then click to add a new payout method, follow the steps, and set it as your default method once it is verified.

5. Why haven’t I received my payout?

We release payouts to hosts 24 hours after a guest checks in. However, the time it takes to receive a payout after it is released will depend on the payout method you have selected.

If your payout method is direct deposit, you may not see the payment arrive in your bank account for 1-3 days. We still release the payout 24 hours after check-in. However, when your payout is released on a weekend day or a holiday, your bank may not be open. This is why we say the payout arrives on the next business day. Weekends and holidays will not count as business days.

PayPal is often found to be the quickest payout method as the payout is deposited on the same day as its release.

If it’s taking longer than normal to receive your payout and you’ve waited over 4 business days, please contact Agente Imóvel Support to help you investigate.

You’ll see how long each method takes when you set up your payout preferences.

Messaging and Reservation Requests

1. What do I do after I receive a reservation request from a guest?

When a potential guest sends you a reservation request, you'll receive an email notification and an alert on My Messages. Click on the link to view your reservation details and accept or decline the request.

You have up to 24 hours to officially respond to a guest’s reservation request in your Agente Imóvel account. Feel free to use the special offer button as it is a great tool to use to close a deal. Remember, you are never under any obligation to accept a request. If it doesn't feel right, it’s okay to decline the request. Declining a reservation request has no impact on your ranking, but expired requests negatively affect your ranking. Here’s a guide on some common scenarios you may face after you receive a request:

- The dates are available, and you feel comfortable with the potential guest. Woo-hoo! Go ahead and accept the booking. Your listing’s calendar is automatically updated to show the reservation.

- The dates are available, but you want to know more about the traveler. Not a problem.

Send a message to the guest. You still need to officially accept or decline the request within 24 hours so it doesn’t expire.

- The dates are not available. Kindly decline the request so the guest knows to keep on looking. You can state the reason for declining (which will remain private), and you can also include a follow-up message to wish them luck. If you decline a request, you can choose to leave the dates available or blocked. You can always change this decision later by editing your calendar.

- The request expired. Your guest can still book with you if you re-open your calendar dates and have them submit a new request, or you can extend a Special Offer.

If you need help accepting or declining a request, contact Agente Imóvel Support. We’d be happy to assist.

2. How much time do I have to respond to a guest’s reservation request?

You have 24 hours to officially respond to a guest’s reservation request in your Agente Imóvel account by accepting or decline the request.

Guests love a prompt response, even if you cannot host them. Though, feel free to take some time to work out details with a guest in the message thread before responding to a request. You should still accept or decline every request you receive to avoid letting it expire. Declining a reservation request has no impact on your ranking, but expired requests negatively affect your listing’s ranking.

3. What should I ask a guest in the message thread?

You can use the secure messaging service on Agente Imóvel to work out details with your guests. Feel free to ask guests whatever you would like before accepting a booking, including details about their arrival, how many people are coming and who they are, the purpose of their stay, and anything else you would like to know. Just make sure to keep your communication and transactions on Agente Imóvel.

Some of our travelers have not yet completed their profile or uploaded a profile photo. It’s okay to ask these guests to finish completing their profile before they submit a reservation request, and you can also set reservation requirements to limit who can send you a message or attempt to book with you.

4. Why can’t I personally call or send an email to potential guests before they book ?

We understand that you want to communicate with potential guests before accepting any reservations, so we created a messaging system for you right on the site. Guests can contact you on your listing’s page to start a message thread, and you can work out details together before they book with you.

All contact between hosts and guests needs to be handled on the site before a reservation has taken place in order to maintain your safety and privacy and to adhere to the terms of the site. It is not allowed to write your e-mail, phone or any contact information in the description of your properties, in the message boards or in your personal information. After a reservation is booked on the site, we’ll release your personal contact information to each other.

5. How do I make a Special Offer?

A Special Offer is a feature that allows you to set a custom price for your guests, different from the listed price. Simply click the link in your message thread to attach a Special Offer, and enter the reservation total. You can remove a Special Offer from a message thread at any time before the reservation is booked.

The price you enter should be the total price for the reservation. It should include your rate for the number of nights and guests and your cleaning fee. From that total, we calculate the Agente Imóvel service fees; you don't have to do this, we do it for you.

Your Reservation

1. How does the check-in and key exchange process work?

Guests and hosts work out details for checking in, exchanging keys, and checking out directly with each other. We recommend coordinating in the message thread on Agente Imóvel so all your information is saved in one place for easy reference. After a reservation is accepted, personal information such as email and phone number is sent to both the host and the guest so that you can easily facilitate the check in.

The decision of whether or not to give a guest a key is at the discretion of the host. However, it is generally expected that guests will have easy access to the accommodations they are paying for. Many hosts like to greet guests in person to pass along the keys. Other hosts send keys and instructions in the mail, leave them in a lockbox, or even have a neighbor meet a guest, if they aren’t available to do it themselves.

You won’t need to officially check in with Agente Imóvel. We’ll just assume you’ve checked in and you’re having a great time, unless you contact Agente Imóvel Support to let us know otherwise.

2. How do I change or alter a reservation for my guests?

Do your guests want to extend their stay since they’re having such a great time at your amazing place? Are they looking to bring some extra friends along? As long as you and your guests agree and you make any changes to a reservation on the site, it’s fine with us. Send us an email with your request and we will help you out.

3. How can I best plan for my reservation before it begins?

We’d like to encourage all of you hosting or traveling on Agente Imóvel to remember to take some simple steps to ensure you have a great experience.

Talk before you walk. Communication is the key! Be sure to call or exchange messages with your host or guest prior to the start of the reservation. You'll want to:

Coordinate check-in times, make plans for the key exchange, and confirm the correct address for the listing. Share and confirm your contact and arrival information so you can reach each other in case plans change.

Ask each other any other lingering questions you may have. Stay tuned to local weather forecasts. It’s important to look up travel advisories, not only so you know what to wear, but also so you can make sure there is no inclement weather that could impact your reservation. With road closures and flight delays, guests and hosts alike might need a little extra time to safely meet up to exchange keys, so it's good to have that contact information in hand.

4. What am I expected to provide for my guest?

Every reservation is different, so we encourage hosts to use their best judgment when deciding what to offer, and the message thread on the site is a great place to ask guests what they’ll need during their stay.

We suggest that hosts provide, at a minimum, clean sheets, pillows, blankets, and towels for each guest on the reservation. Anything shown in your listing’s photos, written on your listing, or checked as an amenity at your listing will also need to be provided to make sure you are following our hosting policies.

One of the major benefits to using Agente Imóvel is being able to travel yet feeling at home. It’s the personal touches that guests love about staying with our fabulous hosts, so make sure to leave your up-to-date contact information around so guests know they always have someone to reach out to during their stay. If you can provide a coffee or tea station, little soaps or shampoos, a hairdryer, or stock the fridge with a few basic items, guests tend not to leave it unnoticed when writing their reviews. Some hosts even go above and beyond by leaving welcome notes, a bottle of wine, local treats, or something else thoughtful that makes a guest's stay that much more memorable.

5. What happens if I feel uncomfortable with my guest?

As a host, you are always in complete control of who stays at your place. If you’re not sure you’re ready to accept a request, simply decline the request until you and your guest work out the details and come to a decision. Declining a reservation request has no impact on your search rank.

If you have accepted a reservation and you feel uncomfortable with your guest, contact Agente Imóvel Support on our message board so we can assist you as soon as possible.

6. What do I do once my guest leaves?

Make sure to do a walk-through of your listing either upon checkout or once your guest leaves to ensure that everything is in order. Should you need any assistance (or should you want to tell us how wonderful your reservation was), feel free to contact Agente imóvel Support.

Cancellations

1. What are the cancellation policies I can choose for my listing?

We currently offer one type of cancellation policy. We will add additional levels in a near future.

Strict: 50% refund up until 1 week prior to arrival, except fees

The Agente Imóvel service fee is non-refundable.

If there is a complaint from either party, notice vacatoinrental@agenteimovel.com.br within 24 hours of check-in. Agente Imóvel will mediate if needed, and has the final say in all disputes between the guest and the host.

A reservation is not formally canceled until the guest receives a cancellation confirmation e-mail from Agente Imóvel. We will send you a cancellation email and send you a message through the website. If the cancellation e-mail is not received within 3 hours, contact Agente Imóvel on +55 21 2148 0216.

2. How do I cancel a reservation as a host?

Know we take host cancellations very seriously, and we strongly discourage you from canceling reservations, as they can cause a big inconvenience to your guests. They also hurt the reliability of our website. When you cancel, the following policies may apply:

Your ranking in search results is negatively affected.

An automatic review appears on your listing indicating that a reservation was canceled.

Your calendar will remain unavailable for the dates of the reservation.

You are subject to a cancellation fee if you cancel more than once in a six-month period.

We do understand that sometimes a cancellation is inevitable, so in the event that you absolutely must cancel, we ask that you contact your guest on Agente Imóvel to explain, then send Agente Imóvel’s support team an email on the matter. Our team will get in contact with you and arrange for the cancellation. It’s also a nice gesture if you message some hosts in the area to see if they can accommodate your guest.

Please contact Agente Imóvel Support if you need any additional assistance canceling your reservation.

3. What happens if my guest cancels a reservation?

If your guest contacts you regarding a need to cancel a reservation but has not yet done so, know that you might be able to alter the reservation to avoid the cancellation altogether. Sadly, sometimes a cancellation is unavoidable, regardless of how awesome you and your listing are. Please don’t take it personally!

Once your guest cancels the reservation, you will be automatically notified by Agente Imóvel. We will uphold your listing’s cancellation policy, and any refunds due will be automatically credited to your guest immediately after the official cancellation. Any payout owed to you will be issued 24 hours after the originally scheduled check-in date.

It is important to note that if the reservation’s status has not changed to “canceled” in your Agente Imóvel account, then the reservation has not been officially canceled in our system; it is still considered active and will still appear on your calendar.

We are often contacted by stellar hosts looking to refund their guests more than their cancellation policy allows. Feel free to contact Agente Imóvel Support if you’d like to set this up. (need some better explanation on this part?)

Renting your vacation home on Agente Imóvel - How it works?

Traveling Basics

How do I book on Agente Imóvel?

Managing Your Account

What is My Profile?
I forgot my password. What do I do?
How do I change my password?
What should my profile include?
Do I have to fill out my profile?
Why and how should I verify my phone number?
Why didn't I receive my email notification or my verification email?
How do I cancel my account?
What are the requirements for Agente Imóvel to activate my listing?

Finding a Place

How do I search for a listing?
How do I know if the listing is available for the dates that I want?
How do I contact a host to get more information about a listing?
How do I add a listing to my favorites?
Can I bring my pet or service animal with me?

Messaging and Booking

What happens after I click the Book Now button?
What should I ask a host in the message thread?
How much time does a host have to respond to my reservation request?
Should I book if I have not heard back from the host?
How do I know when a host has accepted my reservation request?
What is a Special Offers?
How can I cancel my pending reservation request to a host?

Payments

How and when do I pay for my reservation?
How can I view or print a billing receipt or itinerary for my trip?
What methods of payments do you accept?
Why should I use your payment system to pay my host?
What are Agente Imóvel service fees?
What do I do if my credit card is not working?

Your Reservation

How does the check-in and key exchange process work?
How can I best plan for my reservation before it begins?
What happens after I check-in?
What if a host informs me that the listing I booked is now unavailable, but they have an alternative?
What do I do if there is something wrong when I check in?
What do I do if a host asks me for more money than what I paid on the site?

Cancellations

Where do I find a listing’s cancellation policy?
What do I do if a host cancels my reservation?
How do I cancel my reservation as a guest?
How long does it take to process a refund?

Travelling Basics

1.How do I book on Agente Imóvel?

- Post your profile

- Find a place.

Enter your destination and select dates, type of property and for how many people you are to do the initial search. Refine your search using our advanced filters including price, room type, and more.

- Choose your favorite listing and contact the host for any questions you might have before you book.

- Book a space.

- Submit a reservation request by clicking the Book It button and entering your payment details. You won’t be charged unless the host confirms your reservation, and you can rest assured that your payment is secure with us.

Managing Your Account

1. What is My Profile?

My profile is a section where you have the chance to present yourself with a photo and a description. This section is very important since it allows the other users to understand who you are and that you would be a nice person to have as a host or a guest. You can always access your profile when you’re logged in by clicking on ‘My Agente’ on the top of the screen. The drop-down menu features all the essential shortcuts you’re going to need while interacting in Agente Imóvel.

2. I forgot my password. What do I do?

If you forgot your password and cannot log in to your Agente Imóvel account,

1. Click on this “Forgot password?” link, also found at https://www.agenteimovel.com.br/login.

2. Enter the email address you use for Agente Imóvel.

3. You will be sent a temporary password so you can log in to your account.

If all else fails, contact Agente Imóvel’s Support, and we will be happy to help!

3. How do I change my password?

To change your password go to your My Agente > My Account > Edit Account Information.

4. What should my profile include?

5. Do I have to fill out my profile?

Only if you feel like it, but we recommend that you actually put more information than what is required so people will know who you are and feel comfortable accepting you as a host or a guest.

6. Why and how should I verify my phone number?

To add a phone number go to My Agente > My Profile > Edit personal info

7. Why didn't I receive my email notification or my verification email?

Don’t forget that Agente Imóvel Support Team is here for you to help you make sure you receive our emails.

8. How do I cancel my account?

We’d be sad to see you go! Please contact Agente Imóvel Support and we will take care of your request.

9. What are the requirements for Agente Imóvel to activate my listing?

For a list approval and publishing it must have pictures and prices. So we created a quality standard functional for all users. It is critical that all ads are genuine photos of the property and real prices. It's allowed to offer differentiated value for your ad using the messaging system of the Agente Imóvel. However, to complete and formalize your offer use the function Special Offer. Thus, it is easier for the customer to accept a proposal from the owner.

Finding a Place

1. How do I search for a listing?

Start your search at the Agente Imóvel homepage by clicking on the ‘Vacation Rentals’ section and type the neighborhood in which you are doing a search as well as, property type, check in – check out and number of guests.

2. How do I know if the listing is available for the dates that I want?

We strongly encourage all hosts to keep their calendars up-to-date, but in order to confirm availability, message the host by clicking the Contact Me button on the listing’s page. Once availability is confirmed and you ask the host any questions you may have, feel free to submit a reservation request by clicking the Book Now button.

3. How do I contact a host to get more information about a listing?

Besides reading a listing’s description, amenities, and house rules, you can use the secure messaging service to find out more information about a listing before submitting any reservation requests. Just click on the ‘Contact Me’ button on a listing’s page. Feel free to ask hosts whatever you would like, just make sure to keep your communication and transactions on Agente Imóvel.

Please, don’t get discouraged if a host is not responding right away! We recommend messaging a number of hosts with inquiries before submitting a reservation request, and be sure to check out a host's references, and response rates to see how active they are in the community.

4. How do I add a listing to my favorites?

When you find a listing that you really like and you want to make sure that you don’t forget about it, you can add it as a favorite. Choose a listing and click on it, between the photos and the descriptions there will be the choice ‘Save to My Agente’. By clicking on it you will add the listing to My Saved Homes which is found under ‘My Agente’. You can also ‘Send to a Friend’ or ‘Write Notes’ about the listing each listing.

5. Can I bring my pet or service animal with me?

The best way to find out if you can bring your pet or service animal with you to a listing is by asking the host using the Contact Me button on the listing’s page. Keep in mind some hosts may be allergic to certain animals, so please don’t take it personally if they cannot accommodate your pet.

Messaging and Booking

1. What happens after I click the Book Now button?

When you click the Book Now button, you are taken to a checkout page. This is not yet a reservation request. You’ll need to submit your payment information and agree to the cancellation policy and terms of use on the checkout page to officially submit your request to a host.

You should first double-check the details of your reservation. Then enter your payment details and agree to the terms of the reservation.

You will not be charged unless the host accepts your request. Host have 24 hours to reply to a request, but most hosts respond within a few hours. If your request is accepted, then your payment is immediately processed and collected in full. If the host declines the request or the request expires, no charge is made and you can try booking those dates with someone else. We recommend you complete your profile and contact your host using the messaging system on the site before submitting a request. If you need help submitting a reservation request, feel free to contact Agente Imóvel Support.

Check out more of our FAQs on what to do before and during your stay, like how you know when your reservation is accepted, how to arrange the key exchange, and how to view and print your receipt and itinerary.

2. What should I ask a host in the message thread?

You can use the secure messaging service on Agente Imóvel to work out details with hosts before submitting a reservation request with the Book Now button. Feel free to ask hosts whatever you would like, including details on specific amenities, who (if anyone) will be sharing the space with you, how close the listing is to where you need to go, and anything else you would like to know. Just make sure to keep your communication and transactions on Agente Imóvel. Learn more about how to contact a host.

Some of our hosts have not yet completed their profile or uploaded a profile photo. It’s okay to ask hosts to finish completing their profile before you submit a reservation request.

3. How much time does a host have to respond to my reservation request?

Hosts have a window of 24 hours to officially accept or decline your reservation request, but most hosts respond within a few hours. If a host accepts your request, your payment is immediately processed and collected in full. If a host denies your request or the request expires, you are not charged.

Once your booking has been officially accepted or denied by a host, you will receive an email alert so you know if you have a confirmed booking. Learn more about what happens after you hit the Book Now button or what you should do if you don’t hear back from a host.

4. Should I book if I have not heard back from the host?

We understand how exciting planning a trip can be, as well as how frustrating it can be if you don’t hear back from a host right away. On average, hosts reply within a few hours, but keep in mind you may be in different time zones.

Generally, we recommend waiting to hear back from a host before submitting a reservation request. Once you have successfully made contact with a host and have all your questions answered, you can book with the assurance that your reservation request will be accepted.

If your host has not responded, please don’t take it personally! Feel free to reach out to other hosts in the area. You can contact as many hosts as you'd like, so it is up to hosts to respond to you in a timely fashion or risk losing their chance. If you’ve already submitted a request, you can cancel or retract the request without penalty as long as it has not yet been accepted.

5. How do I know when a host has accepted my reservation request?

You’ll always use the green Book Now button to complete and submit a reservation request to a host. Once your request has been officially accepted by your host, you will receive an email notification from Agente Imóvel. Learn more about what happens after you press the Book Now button.

6. What is a Special Offers?

A Special Offer allows hosts to set a custom price for guests. Guests receive the offer in their message thread and book using the green Book Now button associated with the offer. After 24 hours have passed, they can still submit a reservation request for the Special Offer price using the button associated with the offer.

7. How can I cancel my pending reservation request to a host?

Send our support team an email and we will act on your cancellation request ASAP.

Payments

1. How and when do I pay for my reservation?

Our secure payment system supports several payment methods. While we collect your payment information at the time you submit your reservation request using the green Book It button, we don’t charge you unless your host accepts your reservation request. If a host accepts, your payment is immediately processed and collected in full, after which you will receive your billing receipts on your registered email. If a host denies your request or the request expires, we do not process the payment and you are not charged. As a safety feature, Agente Imóvel holds your payment until 24 hours after you check in before transferring it to your host. This gives you time to arrive at the listing and make sure that everything is as expected.

2. How can I view or print a billing receipt or itinerary for my trip?

You will receive an e-mail in which we include the receipt from your payment.

3. What methods of payments do you accept?

Agente Imóvel currently accepts Visa and MasterCard in addition to PayPal. We are adding all local payment methods in Brazil in a near future.

4. Why should I use your payment system to pay my host?

Our payment system is secure, reliable, and convenient. When you keep your communication and transactions on Agente Imóvel, you ensure that you uphold our terms of use. We then ensure that your money is safe by holding your payment until 24 hours after check-in, at which point we transfer it to your host. This gives you time to arrive at the listing and make sure that everything is as expected. If something doesn’t seem right, you can get assistance from our team by contacting Agente Imóvel Support.

5. What are Agente Imóvel service fees?

We charge guests a 10% service fee for every reservation booked, depending on the total of the reservation. This service fee is what actually goes to the site's operation, enables the platform that we provide, and allows us to offer Agente Imóvel Support before, during, and after travel.

After entering in the exact dates and number of guests for a reservation, guests will see the service fee either included or quoted on a listing’s page. The exact fee is also located on the booking page before you submit a reservation request and on any guest billing receipt.

6. What do I do if my credit card is not working?

Agente Imóvel accepts Visa and MasterCard. Be sure that you have entered all of your information correctly, that your card has not expired, and that your card is not a debit card only. You may need to contact your bank or your credit card company directly if you’re sure your information is correct, or you can try using different payment method.

If you need additional assistance completing your payment, try contacting Agente Imóvel Support.

Your Reservation

1. How does the check-in and key exchange process work?

2. How can I best plan for my reservation before it begins?

We’d like to encourage all of you hosting or traveling on Agente Imóvel to remember to take some simple steps to ensure you have a great experience. Be sure to call or exchange messages with your host or guest prior to the start of the reservation. Coordinate check-in times, make plans for the key exchange, and confirm the correct address for the listing. Share and confirm your contact and arrival information so you can reach each other in case plans change. Ask each other any other important questions you may have.

3. What happens after I check-in?

Congrats! Start living the dream! You won’t need to officially check in with Agente Imóvel. We’ll just assume you’ve made it and you’re having a great time, unless you contact Agente Imóvel Support to let us know that something is unsatisfying when you check in.

4. What if a host informs me that the listing I booked is now unavailable, but they have an alternative?

If you’re okay with a switch and the listing is on Agente Imóvel, either you or your host can alter your reservation to another one of the host’s listings. Pay attention to all details before initiating or accepting a change!

If you’re not okay with a switch or your host is asking you to switch without officially changing the reservation in your Agente Imóvel account, please contact Agente Imóvel Support so we can help you figure out the best solution.

5. What do I do if there is something wrong when I check in?

It’s best to contact Agente Imóvel Support within 24 hours of your arrival if you feel your listing is misrepresented, like if it’s lacking in a promised amenity or it doesn’t resemble the photos on the site. Make sure to tell your host what you find unsatisfactory. Giving them the chance to rectify an issue is often the best way to ensure your reservation goes forward smoothly.

Should you desire to cancel your reservation because you feel the listing was misrepresented, you will be automatically refunded according to the cancellation policy of the listing after you cancel. Please read the policy carefully. In order to be refunded above and beyond the host's chosen policy, you will need to contact Agente Imóvel Support. You must document the specifics of the issue (with photos or video) to ensure that we can best help you.

6. What do I do if a host asks me for more money than what I paid on the site?

All pricing details are included on a listing at the time you submit your reservation request using the green Book Now button. Some hosts may require security deposits to be paid at check-in, but this will be clearly stated on the listing. Other than that, once your reservation is accepted and payment processed, you won’t have to pay any more money to your host.

If a host asks you for more money than what you paid on the site and it was not stated in the listing, please contact Agente Imóvel Support and we'll contact your host directly.

Cancellations

1. Where do I find a listing’s cancellation policy?

A listing’s cancellation policy is found in the listings page. If you have an accepted reservation, you will see the cancellation policy listed on your itinerary. Should you decide to cancel your reservation, we will automatically issue any refund in accordance with the listing's policy. Additionally, you must agree to the policy when submitting a reservation request. We strongly recommend reviewing cancellation policies before booking reservations.

2. What do I do if a host cancels my reservation?

While we hope this doesn't happen to you and it is extremely uncommon, it’s important to know that we will do everything we can in order to solve such a situation. Please know that we take host cancellations very seriously, as they can cause a big inconvenience to your travel plans. They also hurt the reliability of the website that we work so hard in providing. For these reasons, hosts are penalized for canceling reservations.

When a host has officially canceled your reservation on Agente Imóvel before your stay, you will receive an email from our support team giving you two options:

1. We can transfer your payment to another listing on Agente Imóvel. Once you find a new listing that you like, message the host to confirm availability and send our support team an email.

2. We can fully refund you (including Agente Imóvel service fees).

If a host cancels your reservation during your stay, a full refund is not guaranteed since you may have to pay for the nights you stayed in the listing. In the event this happens, contact Agente Imóvel Support to help mediate. We'll make sure both parties are represented fairly.

If you need any help, just contact Agente Imóvel Support.

3. How do I cancel my reservation as a guest?

If you need to cancel your reservation you simply send our support team an email on the matter.

We will uphold the listing’s cancellation policy, and any refunds due will be automatically credited to you immediately after the official cancellation.

Once you cancel, the reservation’s status should have changed to “canceled” in your Agente Imóvel account. If it has not, then the reservation has not been officially canceled in our system; it is still considered active and you will not receive a refund.

4. How long does it take to process a refund?

Refunds issued to credit cards can take 5-7 business days to be reflected on your statement. Some refunds issued to foreign credit cards occasionally take up to 30 days to be reflected. Refunds issued to PayPal accounts occur within 24 hours.

If your reservation request was denied or expired, remember that you were never actually charged for the reservation.

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Vacation Rentals

Introduction to Vacation Rentals

Managing Your Account

Listing You Space

Managing Your Listing

Payouts

Messaging and Reservation Requests

Your Reservation

Cancellations

Travelling Basics

Managing Your Account

Finding a Place

Messaging and Booking

Payments

Your Reservation

Cancellations