Our website penalizes private homes that violate our regulations and rules of good conduct in general. A penalized house is visible, but cannot be booked through this site.

A house may get penalized for the following reasons:

• Price increase not updated on our site after a reservation has been confirmed, sometimes without notice to either the client or us.
• Failure to comply with a reservation of any kind which obliges us to refund to the customer any guarantee deposits paid.
• Non-compliance in the payment of commissions.
• Complete or partial (but considerable) change in the characteristics of the house that may affect one or more reservations already confirmed.
• Complete or partial change of contact details without updating our team, which makes communication between us and the house impossible and which may affect both future and current reservations.
• Attempting to double collect advances on already paid reservations that force us to reimburse them.
• Complete or partial lack of customer care.
• Incommunication.
• Negative changes in policies or rental conditions other than those indicated on our website.
• Any violation of one or more of our terms and conditions.
• Any other unethical behaviour which may affect the customer's experience or the image/seriousness of our website.

We really care about customer's satisfaction and the satisfactory fullfillment of the service to the higest standards. Therefore we do not tolerate any kind of failure, abuse or non-compliance by houses advertising through our agency. On the other hand, this is not common, currently we have 813 casas particulares in our website and only 30 have been penalized. This data is accurate because it is automatically updated dynamically with our database. Most of our home owners are experienced and fulfill all their duties both to the client and to us. But it is always possible that one of them could fail, hindering the client's experience or affecting our reputation.

It may also be the case that a house is penalized for minor reasons, such as temporary communication problems. In this case, a house may become active again after some time. But when the violations are more serious we have zero tolerance. We take our obligations very seriously.

In case you have had a bad experience with any house that is or is not part of our site, we ask you to contact us to report the abuse. It does not matter if you contacted this house through us or through another agency. If this house is part of our site, we will take action to prevent the reservation through us, even if the house has violated the rules with other sites and has not affected us directly.