Last updated: December 22, 2025
This Check-in, Property Access, and Condominium Rules Policy establishes the conditions applicable to the release of access to properties administered, advertised, intermediated, or operationally managed by Shortstay.
The purpose of this Policy is to ensure security, organization, documentary compliance, respect for property rules, observance of condominium regulations, and protection of Users, guests, owners, condominiums, employees, service providers, and other third parties involved in the stay.
This Policy should be read in conjunction with the Terms and Conditions of Use, Privacy Policy, lease agreement, stay rules, property rules, condominium regulations, and other applicable documents.
Check-in and property access may only be released after compliance with the conditions required by Shortstay, the contract, the reservation, and, when applicable, by the condominium.
Access release may depend on:
reservation approval;
confirmation of account holder identity;
submission and validation of documents;
submission and validation of selfie;
registration approval;
contract signature or applicable electronic acceptance;
payment confirmation;
settlement of initial amounts, deposits, applicable fees or charges;
registration of additional guests;
submission of minimum data required by the condominium;
access authorization by the concierge, condominium manager, administrator or condominium system;
compliance with specific rules of the property or building.
The existence of a requested reservation, initiated payment, contract under review, or ongoing conversation does not guarantee automatic access authorization.
The check-in time will be informed in the reservation, contract, application, official communication, or specific property rules.
The User must observe the informed time and await confirmation from Shortstay before proceeding to the property, when the release depends on document validation, payment, condominium authorization, or operational procedures.
Early arrivals, delays, requests outside business hours, emergency requests without justification, or last-minute changes may depend on operational availability, condominium authorization, team schedule, and property rules.
Shortstay may refuse or reschedule check-in when there is pending documentation, outstanding payment, validation failure, security risk, absence of condominium authorization, or operational impossibility.
For security purposes, fraud prevention, and compliance with stay rules, Shortstay may require identification of the reservation holder and authorized guests.
The following may be requested:
Full name;
CPF, RG, CNH, passport, RNE/RNM or equivalent document;
selfie;
photograph holding document;
telephone;
email;
vehicle information;
license plate;
additional information required by the condominium or necessary for access authorization.
Unjustified refusal to submit data or documents, presentation of inconsistent information, or inability to confirm identity may prevent check-in or result in suspension of access authorization.
Only persons previously registered, informed, analyzed and authorized may remain in the property, in accordance with the rules of the reservation, contract and condominium.
The reservation holder may register additional guests and submit documents or information necessary for analysis, validation and access authorization.
Registration of an additional guest does not guarantee automatic approval. Shortstay may request documents, selfie, direct confirmation, supplementary information, or new validation at any time.
The presence of an unauthorized person, unregistered guest, permanent visitor not reported, or third party using the property without approval may constitute a violation of stay rules and result in contractual measures, additional charges, notification to the condominium, access blocking, refusal of occupancy, or cancellation of the reservation, as applicable.
Rules regarding visitors may vary according to the property, condominium, contract, and internal stay regulations.
When permitted, the visitor must comply with:
limit on number of people;
visiting hours;
prior registration;
identification at the entrance;
security rules;
quiet hours;
common area restrictions;
responsibility of the reservation holder.
Visitors may not use the property as a residence, stay overnight without authorization, receive keys, tags, passwords, or access credentials without approval, or substitute authorized guests.
The reservation holder is responsible for the conduct, damages, fines, violations, and incidents related to their guests and visitors.
To enable access to the property and comply with condominium security standards, Shortstay may share with the condominium, condominium manager, management company, on-site concierge, remote concierge, or access control system only the minimum necessary data.
This data may include:
names of authorized guests;
length of stay;
unit;
vehicle information;
license plate;
identification document, when required by the condominium;
entry authorization;
information strictly necessary for access control and security.
Shortstay does not share complete documents, selfies, financial data, payment information, conversations, complete contracts, or detailed personal information beyond what is necessary for access, security, legal obligation, or order from a competent authority.
The User, additional guests, and visitors must fully comply with condominium rules, including safety standards, quiet hours, circulation, use of common areas, garage, elevators, waste disposal, moving, delivery receipt, visitors, pets, and other internal provisions.
Non-compliance with condominium rules may result in:
warning;
condominium fine;
restriction of access to common areas;
charges to the reservation holder;
formal communication to the User;
internal record;
contractual measures;
termination of stay, when applicable.
Fines imposed by the condominium due to conduct by the User, guests, visitors, or persons associated with the stay shall be the responsibility of the reservation holder, unless clear evidence to the contrary is provided.
The use of common areas shall be subject to condominium rules and may require registration, scheduling, authorization, payment, a separate agreement, or compliance with specific hours.
Areas such as gym, swimming pool, party room, barbecue area, coworking space, laundry, garage, bicycle storage, playground, gourmet areas, rooftop, or shared spaces may have their own rules.
Shortstay does not guarantee permanent availability of common areas, condominium services, equipment, rotating parking spaces, or benefits offered by the condominium, as such spaces and services may be suspended, altered, restricted, or managed directly by the condominium.
The use of a parking space, when included in the reservation or contract, shall comply with the characteristics of the space, property rules, and condominium regulations.
The User shall provide accurate vehicle information, including make, model, color, and license plate, when requested.
The existence of a parking space does not guarantee compatibility with any type of vehicle. Dimensions, access, height, width, ramp, maneuverability, location, type of space, and condominium restrictions shall be observed by the User.
It is prohibited to use an unauthorized space, park in an improper location, occupy a third party's space, block passage, store prohibited items, or transfer the space to an unauthorized person.
Fines, damages, removals, warnings, or costs resulting from irregular use of the garage shall be the responsibility of the reservation holder.
Keys, tags, cards, remote controls, electronic locks, passwords, QR codes, or any access credentials are provided exclusively for use by authorized guests.
It is prohibited to:
lend access credentials to unauthorized third parties;
copy keys without authorization;
share passwords with persons outside the stay;
permit entry of third parties without registration;
alter locks, passwords, or access devices without authorization;
damage, lose, or retain keys, tags, cards, or remotes.
Loss, damage, retention, or failure to return access items may result in charges for replacement, lock replacement, reprogramming, service calls, fines, operational costs, and any other amounts necessary for the security of the property.
Authorization by Shortstay does not replace any procedures required by building management, condominium, building administrator, or access control system.
The User must follow the building management instructions and provide information or documents required for entry, when applicable.
Shortstay is not responsible for delays caused by lack of prior registration, data discrepancies, refusal to provide identification, unavailability of the condominium system, building management communication failure, internal condominium rules, or the User's own conduct.
When necessary, Shortstay may take action to regularize access, provided that pending issues do not result from lack of cooperation, incorrect information, invalid documents, non-payment, breach of rules, or security risks.
Shortstay may deny, suspend, or postpone access authorization when there is:
documentary pending;
payment pending;
contract not signed;
identity not confirmed;
invalid selfie or document;
suspected fraud;
discrepancy between reservation holder and person attempting to access the property;
access attempt by unauthorized third party;
incomplete guest registration;
condominium restriction;
security risk;
violation of Terms of Use;
violation of this Policy;
order from competent authority;
need for technical, legal, operational, or security analysis.
The suspension or denial of access shall be proportional to the identified risk and may remain in effect until the outstanding matter is resolved.
Entry with moving, large volumes, furniture, boxes, equipment, bulky deliveries or special items must comply with condominium rules and may require prior scheduling.
The User is responsible for verifying:
permitted hours;
elevator reservation requirements;
protection of common areas;
loading and unloading rules;
gatehouse authorization;
circulation restrictions;
liability for damages.
Damages caused to elevators, walls, floors, doors, common areas, garage, lobby or other condominium spaces during entry, exit, moving or transport of items shall be the responsibility of the reservation holder.
The presence of pets will depend on the property rules, contract, reservation, and condominium regulations.
When permitted, the User must observe:
prior registration;
circulation rules;
use of leash or transport carrier;
hygiene;
noise control;
waste cleanup;
property preservation;
respect for neighbors and common areas.
Damage, excessive dirt, odors, complaints, fines, or violations related to pets may result in additional charges, specialized cleaning, repairs, condominium fines, or other applicable measures.
The User, additional guests, and visitors must respect quiet hours, coexistence rules, condominium regulations, and the right to peaceful enjoyment of other residents.
The following are prohibited:
unauthorized parties;
loud noise;
overcrowding;
shouting;
recurring disturbance;
improper use of common areas;
aggressive behavior;
conduct that generates complaints, risk, damage, or significant discomfort.
Instances of disturbance, neighbor complaints, warnings from the concierge, or condominium fines may result in charges, warnings, use restrictions, termination of stay, or other applicable measures.
The property shall be used exclusively for the contracted purpose, in accordance with the reservation rules, contract, and stay terms.
It is prohibited:
Sublet the property;
Assign the property to third parties;
Use the property for unlawful activity;
Hold events without authorization;
Use the property for unauthorized commercial activity;
Host unregistered persons;
Alter the structure of the property;
Remove furniture, utensils, or equipment;
Install equipment without authorization;
Perform construction work, drilling, painting, or modifications;
Cause damage, excessive dirt, or improper use.
Misuse may result in charges for damages, additional cleaning, fines, compensation, termination of stay, and other contractual or legal measures.
Shortstay may request or schedule access to the property for maintenance, inspection, cleaning, repair, assessment, safety verification, incident response, legal obligation compliance, or property protection.
Whenever possible, access will be communicated to the User in advance. In urgent, emergency, risk, leak, electrical failure, significant damage, suspected misuse, condominium request, or property protection situations, Shortstay may adopt measures appropriate to the urgency of the case.
The User may not unjustifiably prevent access necessary for maintenance, inspection, repair, safety, contractual obligation compliance, or damage prevention.
Unjustified refusal of access may result in liability for damage aggravation, repair delays, additional cost charges, or applicable contractual measures.
Check-out must occur by the time specified in the reservation, contract, application, or official communication.
At check-out, the User must:
vacate the property within the scheduled time;
remove your belongings;
return keys, tags, cards, remotes, and other access items;
leave the property in conditions compatible with regular use;
dispose of waste properly;
turn off equipment, lights, and appliances, where applicable;
follow specific checkout instructions;
permit or await checkout inspection, where applicable.
Delay in checkout, failure to return keys, unauthorized occupancy, departure without notice, abandonment of items, or obstruction of inspection may result in additional charges, fines, operational costs, extra daily rates, repairs, cleaning, lock replacement, or other applicable measures.
Shortstay may conduct check-in inspection, checkout inspection, photographic records, videos, reports, or technical verifications to document the condition of the property, furniture, utensils, equipment, and general conditions of the stay.
The User must report any issues identified at the beginning of the stay within the specified timeframe and through the indicated channel.
The absence of contestation within the deadline may indicate agreement with the recorded conditions, except in cases of hidden defects or situations demonstrably occurring thereafter.
Damage, loss, misuse, excessive dirt, missing items, odors, stains, breakage, blockages, deterioration, or alterations identified during or after the stay may be charged to the reservation holder, in accordance with analysis, evidence, and applicable rules.
Items forgotten in the property after check-out must be reported to Shortstay through the official channel.
Shortstay may attempt to locate, temporarily store, or arrange retrieval, subject to operational availability, property access, team schedule, and internal rules.
Costs for retrieval, shipping, transportation, storage, or logistics may be charged to the User.
Shortstay is not responsible for items left in the property, common areas, garage, reception, or condominium, especially when there is no timely notification or clear identification of the item.
The reservation holder is responsible for their own actions and for the actions of additional guests, visitors, family members, invited service providers, authorized delivery personnel, or any persons who access the property through their direct or indirect authorization.
This responsibility includes:
damage to the property;
damage to furniture, utensils, and equipment;
condominium fines;
disturbance of peace;
improper use of common areas;
loss of keys or tags;
garage infractions;
non-compliance with rules;
operational costs caused by irregular conduct.
Shortstay may act to assist the User within its operational capacity, but does not fully control third-party services, condominium, concierge, management company, utility providers, internet, electricity, water, gas, elevators, common areas, external systems, or condominium decisions.
Unavailability, interruptions, maintenance, blockages, rules, delays, or failures of these third parties may be addressed as applicable, without automatically generating the right to reimbursement, compensation, cancellation without penalty, or contractual modification.
Non-compliance with this Policy may result, depending on the severity and context, in:
warning;
request for regularization;
collection of additional charges;
collection of penalties;
collection of damages;
restriction of visitors;
restriction of access;
notification to the condominium;
preventive blocking;
refusal of new reservations;
termination of stay;
retention or offset of deposit, when applicable;
adoption of applicable administrative, contractual, or legal measures.
Measures shall be applied proportionally, taking into account the risk, severity, recurrence, damages caused, available evidence, and applicable rules.
This Policy complements the Terms and Conditions of Use, Privacy Policy, lease agreement, stay rules, property rules, condominium regulations, and other applicable documents.
In the event of conflict between this Policy and specific reservation or contract documents, the more specific rule shall prevail, unless a mandatory legal provision provides otherwise.
Shortstay may update this Policy at any time to reflect legal, operational, condominium, technical, contractual, or security changes.
The updated version will be published on Shortstay's official channels, with an indication of the update date.
Continued use of the platform, official channels, or property after publication of the new version indicates acknowledgment of the updated Policy.
Questions or requests related to check-in, property access, condominium, concierge, additional guests, visitors, garage, keys, tags, inspection, or check-out should be submitted through Shortstay's official channels.
Requests related to personal data should be submitted exclusively to the privacy channel indicated in the Privacy Policy.
