Terms and Conditions

Terms and Conditions of Use - Xilo Management & Experience

1. Business Hours and Contact Information:

Monday to Friday, from 7:00 AM to 10:00 PM, and Saturdays, from 8:00 AM to 5:00 PM.

Customer Service Phone Number: (81) 9 99209-7927

Emergency Support (24 hours): Outside of business hours, our team is available exclusively for medical or structural emergencies related to the property through the following numbers: Emergency Number 1: (81) 9 8862-1004

Emergency Number 2: (81) 9 8874-9040

2. Reservation Procedure: For the validation and approval of any reservation in the system, the main client must send proof of payment along with the following information for all occupants:

Full name, date of birth, and identity document number (RG/CPF for nationals or Passport for foreigners - DNI);

Full residential address with postal code;

Phone number and email address;

Estimated arrival/departure time of the flight (when applicable);

Estimated arrival time at the property.

3. Payment Methods and Security Deposit/Reservation Guarantee: A 50% advance payment of the total daily rate + 50% cleaning fee is required to block the property on the calendar. The remaining balance (50% supplementary) + 50% cleaning fee (50% supplementary) must be paid before check-in.

Accepted Methods: Initial payment can be made via PIX, bank transfer/deposit, bank slip, PayPal, or credit card.

Security Deposit: A security deposit will be required at check-in in cash or via pre-authorization on the card, with a predetermined amount according to the property type. The amount will be fully refunded at check-out after a final inspection.

Confirmation: All transfers or deposits require proof of payment to be sent by email. The reservation will only be considered valid after the issuance of the official confirmation email from Xilo Gestão & Experiência.

Unavailability due to Force Majeure: If the reserved property suffers a serious structural problem and becomes unavailable, the management company will offer accommodation of a similar standard or a full and immediate refund of the amounts paid.

4. Check-in Rules (Arrival) Standard Time: From 3 PM onwards, with no time limits.

Requirement: The guest must inform their expected arrival time and keep an active phone number. Check-in information will be sent one day before the date; the electronic lock code will be sent 10 minutes before check-in time.

Early Check-in: Arrival between 6 AM and 2 PM may be authorized subject to prior availability, with a fee equivalent to 50% of the daily rate. Arrival before 6 AM will automatically incur a full daily charge.

Late night check-ins: For check-ins requested between 10 PM and 6 AM the following morning, the guest must book and pay for the previous day's stay.

5. Check-out Rules - Standard Time: Until 12:00 PM (noon).

Inspection: An inspection of the apartment will be carried out after each check-out.

Late Check-out: Staying in the property between 12:00 PM and 6:00 PM will be subject to availability and a charge equivalent to 50% of the daily rate. Departures after 6:00 PM will automatically incur a full daily charge.

Penalty for Non-Compliance: If the guest does not vacate the property at the agreed time and without prior notice, after a 10-minute grace period, an immediate fine of R$ 200.00 will be applied if the departure occurs before 3:00 PM. After this time, a new full daily rate will be charged, without the right to remain on the property.

6. Cancellation and Contract Breach Policies Withdrawal: In case of cancellation of the reservation by the client or no-show, the amount corresponding to the security deposit (50%) will not be refunded.

Early Departure: If the guest decides to interrupt the stay and leave the property before the contracted period, there will be no refund of amounts, reimbursement of daily rates or granting of credits for future trips.

Immediate Termination without Refund: Xilo Gestão & Experiência reserves the right to terminate the stay immediately, removing the occupants from the property without any refund or compensation, in the following scenarios:

Number of occupants exceeding the maximum capacity allowed on the website;

Disturbance of the peace, unauthorized parties or violation of the condominium's internal rules;

Consumption or possession of illicit substances inside the property;

Presence of pets without prior written authorization.

7. Responsibilities, Utilities and Services Third-Party Infrastructure: The administrator is not responsible for internet signal outages, cable TV instability, or interruptions in water/energy supply caused by local utility companies or telecommunications companies. Failures in these third-party services do not entitle the guest to discounts or refunds on the rental price.

Property Damage: The registered guest assumes full civil and financial responsibility for any damage, breakage, or defects caused by them, their family members, or visitors to the property, furniture, or common areas of the condominium.

Internal Regulations: It is the guest's duty to respect the Noise Law and the condominium rules. Any fines issued by the building administration due to the guest's misconduct will be charged immediately to the guest or deducted from the security deposit.

Visitors: Visitor access is subject to the rules of each condominium. Some properties strictly prohibit access to people not registered in the reservation. Consult our team before inviting third parties.

Energy and Gas Consumption: For rentals longer than 15 days, energy and gas consumption may be charged separately. The calculation will be based on the meter reading at the beginning and end of the stay, and must be paid at check-out.

8. We are not Pet Friendly.

9. If the guest has any sensitivity to smells or allergies, please inform us in advance.

10. Choice of Jurisdiction

To resolve any doubts or disputes arising from these regulations, the parties expressly elect, waiving any other jurisdiction, the Court of the District of Ipojuca, State of Pernambuco.