Last updated: December 22, 2025
This Policy applies to all official Shortstay channels, including the application, website, chat, Help Center, email, WhatsApp, telephone, forms, social media, and any other means of communication made available by Shortstay.
Anyone using Shortstay's official channels acknowledges awareness of these rules and commits to using them in an appropriate, respectful, objective manner, and in relation to the services provided.
The purpose of this Policy is to maintain safe, efficient, organized customer service restricted to service-related matters, protecting Users, guests, property owners, service providers, partners, our team, personal data, and the integrity of the platform.
This Policy is applied in conjunction with the Terms and Conditions of Use, Privacy Policy, rental agreements, property rules, condominium rules, and other applicable Shortstay documents.
Shortstay's official channels are intended exclusively for legitimate, objective matters directly related to the contracted service.
Respectful, clear, objective, and honest communication is a condition for proper use of the channels.
Communications that violate this Policy may be limited, suspended, redirected, or terminated, depending on the severity, recurrence, identified risk, and proportionality of the measure.
These rules do not suppress the User's right to file complaints, contest charges, request clarifications, submit documents, exercise rights, or pursue applicable legal remedies.
However, no right authorizes offense, threat, harassment, coercion, unfounded accusation, improper exposure, abuse of channels, or violation of third-party rights.
Shortstay's official channels must be used for matters related to:
reservations;
contracts;
payments;
invoices;
security deposit;
check-in;
check-out;
property access;
documents;
registration verification;
additional guests;
maintenance;
cleaning;
inspection;
property rules;
condominium rules;
technical support;
security;
requests directly related to the stay;
regular exercise of rights through appropriate channels.
The use of channels for personal conflicts unrelated to the stay, private disputes, pressure on third parties, improper exposure, intimidation, or purposes incompatible with the service may be refused, limited, suspended, or redirected to the appropriate channel.
For a request to be analyzed appropriately, the User must provide minimum information that allows identification of the case, such as:
full name;
registered email or phone number;
reservation number, when applicable;
unit or property involved, when applicable;
clear description of the problem;
photos, videos, documents, or proof, when requested;
additional information necessary for analysis.
The absence of minimum information, unjustified refusal to cooperate, or the sending of confusing, contradictory, incomplete, or deliberately imprecise messages may delay, limit, suspend, or prevent the analysis of the request until sufficient information is provided.
Incomplete, contradictory, or deliberately imprecise requests may be suspended, limited, or redirected until sufficient minimum information is provided for analysis.
The following conduct is prohibited on Shortstay's official channels:
offend, insult, humiliate, threaten, intimidate, harass or coerce employees, service providers, partners, owners, guests or third parties;
use discriminatory, sexual, racist, xenophobic, homophobic or otherwise offensive language;
impute crimes, fraud or unlawful conduct without presenting concrete evidence;
make serious accusations in a frivolous, repetitive or unfounded manner;
send spam, repetitive messages or multiple requests with the purpose of overwhelming customer service;
open successive requests to pressure the reversal of an already communicated decision;
disclose or request personal data of third parties without authorization or adequate legal basis;
attempt to obtain personal names, private contacts or individual information of employees;
record, reproduce, manipulate or disclose customer service interactions out of context for purposes of intimidation, exposure, embarrassment or pressure;
use false identity, false documents, documents of third parties or incorrect information;
attempt to circumvent identity verification, payment verification, security checks, registration or platform rules;
use the status of attorney, representative, family member, additional guest or interested third party to obtain improper data or bypass internal procedures;
use notifications, threats of legal action, legal language or claims of representation as an instrument of coercion, abuse or preferential treatment;
use the channels for personal, family, marital, professional or commercial conflicts unrelated to the stay;
pressure employees, service providers, partners or third parties to breach rules, irregularly release data, alter analysis or provide treatment outside internal procedures.
The practice of such conduct may result in proportional measures, including limitation of service, redirection to the formal channel, closure of abusive tickets, temporary or permanent restriction of channels, refusal of new reservations, or adoption of appropriate measures, as warranted by the severity of the case.
A serious violation may result in temporary or permanent restriction of channels, depending on the severity, identified risk, recurrence, and proportionality of the measure.
To ensure efficiency, security, and traceability, Shortstay may:
consolidate the request into a single ticket;
close duplicate tickets;
redirect the matter to the appropriate channel;
request complete identification before continuing service;
internally record the history of the request;
classify the ticket according to priority, urgency, risk, operational impact, or order of receipt;
limit repetitive responses when the matter has already been clarified;
require that certain matters be handled exclusively via email, application, privacy channel, or specific formal channel.
Opening multiple requests on the same subject does not alter the order of service, does not create automatic priority, and may constitute improper use of channels.
Prioritization occurs in cases of real safety risk, effective inability to access the property, serious infrastructure failure, structural risk, electrical risk, significant leakage, urgent condominium occurrence, or other situation requiring immediate action.
The urgency classification will be performed by Shortstay based on available information, nature of the problem, evidence submitted, impact on the stay, and operational risk.
Aggressive, threatening, or abusive tone does not automatically make a request urgent and may result in limiting service to the appropriate formal channel, without prejudice to the analysis of actual risk or emergency situations.
When requested, the submission of photos, videos, documents, proof of payment, or other files may be necessary for analysis of the request.
When submitting files, the User declares that the information is truthful, relevant to the case, and that they have authorization to share it when it involves third parties.
It is prohibited to send manipulated, false, illegal, offensive, irrelevant files, with excessive third-party data, or for the purpose of exposure, threat, intimidation, harassment, or abuse.
Shortstay may disregard, restrict, remove, archive, or use as internal evidence files submitted in violation of this Policy, always in compliance with applicable legislation, the Privacy Policy, and the need to protect rights.
Requests relating to personal data must be submitted exclusively through the privacy channel indicated in the Privacy Policy.
Shortstay does not provide documents, contracts, invoices, financial data, payment data, selfies, messages, internal records, or personal information of a User to third parties based solely on:
informal messages;
verbal claims;
WhatsApp contacts;
generic emails;
assertion of kinship;
presentation of OAB;
claim of acting as a lawyer;
extrajudicial notification;
generic power of attorney;
unverified power of attorney;
claim of urgency without adequate validation.
The disclosure of personal data to third parties may only occur when there is an applicable legal basis, an order from a competent authority, adequate formal validation, valid authorization, proven necessity, and analysis in accordance with the Privacy Policy.
Additional guests, visitors, representatives, proxies, or attorneys do not have automatic access to the personal, financial, contractual, or operational data of the reservation holder.
The reservation holder also does not have automatic full access to documents, selfies, sensitive data, personal communications, or private records of additional guests, except when there is an applicable legal basis, valid authorization, proven operational necessity, or an order from a competent authority.
Requests from attorneys, proxies, or representatives will be analyzed only after identity validation, proof of specific powers, confirmation of secure channel, verification of request scope, and applicable internal analysis.
Legal language, threat of litigation, bar association number, extrajudicial notification, or claim of professional representation do not grant automatic access to personal data, preferential treatment, exemption from internal procedures, or waiver of data protection rules.
Shortstay is not a party to or mediator of personal, family, marital, professional, corporate, commercial, or private disputes between Users, guests, visitors, representatives, proxies, attorneys, or third parties.
Shortstay's official channels must not be used for:
pressure another person;
expose third parties;
obtain data for private dispute;
intimidate, embarrass or threaten people;
transform personal conflict into operational demand without direct relation to the stay;
require Shortstay positioning on disputes that are not within its scope of operation.
In the event of a conflict of interest among those involved, Shortstay may limit communication, restrict access to data, require direct validation from the data holder, centralize service in a formal channel, suspend non-urgent analyses, or adopt preventive measures to protect the security, privacy and integrity of the operation.
In case of violation of this Policy, Shortstay may adopt, according to the severity and context, one or more of the following measures:
guide the User on the proper use of channels;
request reformulation of the message;
terminate offensive or abusive messages;
centralize support through a single channel;
limit support to objective matters related to the stay;
close duplicate requests;
temporarily restrict contact channels;
require that communication occur only via email or formal channel;
suspend non-urgent requests until communication is regularized;
preventively block access in case of security risk;
record internal evidence;
refuse new reservations when there is operational risk or serious violation;
notify competent authorities, when applicable;
adopt applicable administrative, contractual, or legal measures.
Measures shall be applied proportionally, taking into account the context, severity, recurrence, security risk, personal data protection, team integrity, and service continuity.
When applicable, Shortstay may inform the rationale for the adopted measure. The right to contest through appropriate channels is reserved, but contestation does not automatically suspend the application of the measure.
Communications conducted through official channels may be recorded, stored, and analyzed for the period necessary for the purposes of:
provision of support;
quality control;
audit;
security;
fraud prevention;
verification of requests;
defense of rights;
investigation of misuse;
compliance with legal obligations;
service improvement.
These records shall be processed in accordance with Shortstay's Privacy Policy and applicable legislation.
The User shall treat maintenance providers, cleaning staff, inspectors, concierge, condominium management, operational partners, technicians and other third parties involved in the stay with respect, objectivity and cooperation.
Offensive, discriminatory, threatening, abusive conduct, or conduct that impairs service delivery may result in rescheduling, cancellation of service, contact limitation, additional charges, internal record-keeping, or adoption of appropriate measures.
Shortstay may refuse or redirect requests outside its scope of operations, including:
personal conflicts between guests;
disputes between family members;
private matters unrelated to the stay;
illegal requests;
requests for third-party data without legal basis;
matters that depend exclusively on condominium, public authority, bank, card operator, external provider, or independent third party;
demands that cannot be resolved by Shortstay;
requests incompatible with the Terms of Use, Privacy Policy, or applicable legislation.
When possible, Shortstay may indicate the appropriate channel or inform the limits of its operations.
To facilitate service, it is recommended that the User:
provide full name;
provide registered email or phone number;
provide reservation number, unit, or stay period;
describe the issue clearly;
submit photos, videos, or proof of payment when necessary;
avoid opening multiple tickets regarding the same matter;
await response through the official channel;
maintain respectful communication;
report new facts objectively;
use the correct channel for each type of request.
These practices directly impact the organization, traceability, and analysis timeline of the request.
Shortstay treats legal communications, extrajudicial notifications, contacts from lawyers, attorneys or representatives with seriousness, provided they are submitted through an appropriate channel, with complete identification, legitimate purpose, relevant documentation and compliance with data protection rules.
However, the use of legal language, threats of legal action, bar association number, power of attorney, extrajudicial notifications or assertion of professional representation does not authorize:
automatic access to personal data;
preferential treatment;
breach of internal procedures;
disregard of the LGPD;
exposure of third parties;
pressure on employees;
obtaining confidential information;
alteration of operational decisions without proper analysis.
Shortstay may forward these communications for internal review, legal department, privacy channel or appropriate formal channel.
This Policy complements the Terms and Conditions of Use, the Privacy Policy, lease agreements, property rules, condominium rules, and other applicable documents of Shortstay.
In case of conflict between this Policy and other documents, the rule most appropriate to the protection of security, privacy, operational integrity, legal compliance, and contract enforcement shall apply, except where mandatory legal provisions provide otherwise.
Shortstay may update this Policy at any time to reflect legal, operational, technical, contractual, or security changes.
The updated version will be published on Shortstay's official channels, with indication of the update date.
Continued use of the official channels after publication of the new version indicates awareness of the updated Policy.
Questions about this Policy or requests related to the use of official channels may be submitted through Shortstay's official channels.
Requests related to personal data must be submitted exclusively to the privacy channel indicated in the Privacy Policy.
