We have different relationships with different properties and landlords. Sometimes the properties are owned or subletted directly from us. In some other cases we provide a full management service to the landlord, meaning he pays us a premium to manage the property for him and ensure the property is kept well. We will advise you if this is the case when you book. In this case, you are contracting with us directly and we have responsbility for any repairs or emergency issues you have.
However, in most cases, we dont have this relationship. We simply are marketing the property on behalf of the landlord.
We need to clearly state to you that our role in this transaction is to match you as a tenant with the landlord.
Everything outside of this simple action is not our responsibility. Everything we do outside of this action, we do this as a service to you because we understand how difficult the process is with the landlords in Brazil. This is how we add value to our customer for the benefit of our brand.
You need to understand that business in Brazil is not like business elsewhere. This goes for landlords as well. There isn’t the same standards of care and attention. Expect delays. Expect problems. It’s a natural part of life here in Brazil. Trust us, it affects us every day as well and we share your frustrations!
We are here to make the process of finding, renting and enjoying an apartment in Brazil easier.
However problems still happen.
If there is a problem with the apartment, for example, with the TV, it is the landlords not our responsibility to fix. You can contact us, and we will endeavour to provide you with a solution, either by us contacting the building manager or the landlord on your behalf, but ultimately it’s up to the landlord to fix. We will do all we can to help, but we are also limited sometimes in what we can do!