Question 1

Is it really an artificial intelligence talking to my guests?

Accepted Answer

Yes, and we tell them so too: Clara always introduces herself as an AI assistant and never pretends to be a person. She answers immediately, around the clock, in any language — which is more than any human team can do at three in the morning. Anything sensitive, unusual or delicate goes to a person on our team, and for urgent incidents there is always someone on the phone, at any hour. The AI handles what is fast and repetitive; people handle what needs judgement.

Question 2

How do you look after my property’s reviews on the platforms?

Accepted Answer

The review is the consequence, not the objective: we work on the moments that produce it. A photo record of the state of the house at every change of guest, before every arrival and at checkout; an immediate reply during the stay, at any hour; and, for an urgent breakdown, someone on site within 4 hours to start fixing it, rather than leaving it for later. If something goes wrong we want to know while the guest is still in the house — a problem solved in time rarely reaches the review. When, to protect the reputation, we refund a guest, the NET of that stay is reduced by the same amount; above 30% of the stay or €300, we tell you beforehand, except in a justified emergency. We reply to reviews, good and bad, and anything that turns out to be recurring is reported to you with a proposal. At the end of the contract, the accounts that were already yours come back to you; the listings we create on our accounts, and their reviews, stay with us.

Question 3

Can I use my own house whenever I want?

Accepted Answer

It is yours, and the contract says exactly how. You can use it at any time of the year, with no limit on nights, on dates without confirmed bookings: just ask us in writing at least 3 days ahead. Dates already booked do not become free for your own use — we do not cancel or change bookings for that, because an accepted booking is a commitment to a guest. For those dates there is Clareza Owner Gold: if you ask for it in writing at least 24 hours ahead, and there is availability, you stay — with your companions, up to your house’s capacity — in another property we operate, with no limit on nights, provided that property’s price for those nights (the calendar price, without the tourist tax and without the average commission of the channels) fits within the part of those nights in your house that would be yours; if none fits, there is no stay. We propose the one closest to your house in type, capacity and municipality, and you can turn the proposal down at no cost; once you have accepted it in writing, you can only cancel it under the cancellation terms of our direct channel, which we give you with the proposal. That stay is invoiced to you when it ends, with that property’s cleaning fee and the tourist tax when due, and is set off in the statement; it is owed in full, as is any damage caused there. Blocks for works or other purposes are requested in writing 30 days ahead, also only for dates without bookings. Before each period of own use we clean and prepare the house; that cleaning is invoiced to you at the house’s cleaning fee, with IVA — and so is an extraordinary cleaning, if the house needs one at the end —, and set off in the statement: whatever does not fit in one month carries over to the following settlements, and whatever is still left at the end of the contract is yours to pay. In a month of own use with no NET, the minimum price adjustment is not charged to you: the shortfall carries over to the following settlements, can only reduce the cession price and is extinguished at the end of the contract.

Question 4

Who pays if a guest breaks something?

Accepted Answer

It does not come out of your pocket without you knowing. We record the state of the house before every arrival and at checkout, and before any repair that is not urgent we show you the photographs and the quote. Damage a guest causes without intent is a running cost of the operation: we try to recover it from the guest or through the damage guarantee, and whatever is not recovered is deducted in the NET. Damage caused on purpose — proven vandalism — by guests on bookings we brought in is paid by us, with no excess for you and no cap, and it goes neither into the NET nor onto your insurance; lost revenue is not included. As a guarantee, on platforms that do not accept a deposit of our own, the platform’s programme applies; on the other channels and on our direct channel, we may ask the guest to register a card as a guarantee at pre-check-in, up to the amount set for your house, without charging it. Platform programmes such as AirCover have their own limits, exclusions and deadlines, do not replace the mandatory insurance and are not a guarantee given by us.

Question 5

My house already has bookings. What does the transition look like?

Accepted Answer

We handle it. On the start date we receive access to the existing accounts and listings, and the keys — if they are not handed over to us, we buy four sets, at your expense —, and the calendar is never left with nobody looking after it. The bookings already confirmed are then carried out by us and enter the NET of the month in which they take place, like any other stay of the operation, with the same split. They are set out in a list we sign together and follow one of two regimes, depending on who has already invoiced the guest: those nobody has invoiced yet, we invoice; on those you have already invoiced, your position towards the guest and the platform does not change, but you now act for our account, and we invoice you for the accommodation. In either case, whatever you receive for those stays, from the guest or the platform, belongs to the operation and is set off in the statement for the month of the stay, less any tourist tax you have already paid over to the municipality. Here is why: the booking was sold before, but the check-in, contact with the guest during the stay, the cleaning and the three in the morning are now ours.

Question 6

How many properties do you operate?

Accepted Answer

We are starting out, and we would rather say so. Clareza Selvagem enters the market this season and is accepting its first properties — which means attention it could not give from a portfolio of a hundred houses. What we lack in track record we make up for in the terms we offer: the first month is for you to watch us work — during it, either party can end the contract in writing, with 7 days’ notice, with no compensation; it is free of commitment, not free of cost.

Question 7

What if you cannot get bookings for my house?

Accepted Answer

In a month with no bookings, the minimum price adjustment is not charged to you: it is not a monthly fee and it gives rise to no invoice from us. Our part of the NET is a percentage, with a minimum of €100 a month, per Property, that only adjusts the cession price: if that part falls below it, that month’s cession price is reduced by the difference, down to the price itself, and whatever does not fit carries over to the following settlements, where it can only reduce the cession price. At the end of the contract, whatever is left is extinguished — it is never charged to you.

Question 8

Can I set rules for guests?

Accepted Answer

You can, in agreement with us. The house rules are set by agreement between you and us, and we are the ones who enforce them: number of guests, pets, smoking, parties and events. We agree them with you at the start and they go in the listing and in the house file, so the guest knows them before booking. We may update them when the law, the condominium or the platforms’ rules require it, and we let you know.

Question 9

What if I want to sell the house during the contract?

Accepted Answer

We talk, and the contract already provides for it. You can pass the contract on to the buyer with our written consent; without that transfer, the contract’s exit rules apply. While the contract is in force, we have a right of first refusal on the sale: as soon as you have a final offer at an agreed price, and always before signing a promissory contract or the deed of sale, you tell us in writing the price, the payment terms, the other essential terms and who the buyer is, and we have 15 days to say whether we will buy on the same terms. If we do not, you can sell to that buyer within the following 6 months, at a price no lower and on terms no less favourable to you than those you told us; outside that period or those terms, you tell us again.

Question 10

What does it cost?

Accepted Answer

The split of the NET is 85% for you and 15% for us — our part, with no IVA and no invoice from us —, for contracts concluded between 1 August and 1 November 2026; for the rest, the list split is 82% and 18%. The NET is the accommodation invoiced to guests minus the accommodation IVA, the commissions of the platforms and payment providers, the tourist tax, the welcome consumables, the monthly portion of the mandatory insurance and the running costs of the operation. Cleaning for the stays is on us: the guest pays a cleaning fee, which is our revenue and stays outside the NET; the cleaning before your own use and any deep cleaning you ask for or approve are invoiced to you, with IVA. There is a minimum price adjustment: the cession price is adjusted so that our part of the NET does not fall below €100 a month, per Property; whatever the month’s price cannot absorb carries over to the following settlements, is never invoiced to you and, at the end of the contract, is extinguished. In your first three settlements, the start-up adjustment reduces the cession price by €230 in each — €690 per Property —, up to the price of each one. If you do not yet hold an Alojamento Local registration and we handle it, preparing the application costs €200 + IVA, separately; certificates, technicians and compliance equipment are invoiced like the Property charges, and the decision rests with the authorities. Repairs, replacements and upkeep of the property, its equipment and its contents that do not arise from the operation — breakdowns, breakages, natural events, normal wear — and works are Property charges: except in an emergency, nothing is done without your written approval of the quote, and they are invoiced to you separately, at the provider’s documented cost plus 15% + IVA, or, when we do the work ourselves, at the emergency tariff (€20 call-out plus the hours, + IVA). The initial linen (3 sets per bedroom) and, if missing, the keys (4 sets) are bought in your name and invoiced to you at cost plus 15% + IVA. Welcome consumables have a fixed price per night, according to the number of people in the booking — from €4.00 to €10.00 — and only for the first 7 nights of each booking. Water, energy, gas and telecoms stay in your name and at your expense, as do IMI and the condominium fees. The complete terms are in the cession-of-operation contract.

Question 11

What is the NET, and what stays out of it?

Accepted Answer

The NET is the accommodation invoiced to guests minus, in this order: the accommodation IVA, the commissions of the platforms and payment providers, the tourist tax, the welcome consumables, the monthly portion of the mandatory third-party liability insurance and the running costs of the operation. The six deductions are made before the split; Property charges do not enter the NET and are invoiced separately. The cleaning fee, deposits, amounts refunded to guests and the revenue from our own activity — the goods and services we offer guests on our own account — stay outside the NET.

Question 12

Is there IVA? And which invoices are there?

Accepted Answer

Our part of the NET carries no IVA: the margin of the operation gives rise to no invoice from us. Amounts marked «+ IVA» and the invoices we issue you separately carry IVA at the legal rate; the monthly invoice you issue us for the price of the cession carries whatever IVA applies in your case. Repairs and works done by third parties may also be invoiced to you directly by the provider, in your name. The complete terms are in the cession-of-operation contract, which we send you before any commitment.

Question 13

When do I get paid?

Accepted Answer

By day 10 you receive the consolidated statement, stay by stay. With it you invoice the cession price, and we pay you the amount to transfer — your invoice with the adjustments the statement identifies — within 30 days of the day we receive your invoice, whenever you choose to issue it.

Question 14

Who invoices the guests?

Accepted Answer

We do. Clareza sells and invoices each stay in its own name; while bookings still come in through your accounts on the platforms, we are the ones who issue those invoices, in your name — you stop issuing invoices every day. Your Alojamento Local registration stays in your name, and the mandatory third-party liability insurance, which we take out, has you as the insured; when we jointly notify Clareza as the holder of the operation, as the contract provides, the title to the operation in the registration and that insurance pass to Clareza. You issue one invoice a month, to us, for the cession price the statement shows.

Question 15

Does my property need an Alojamento Local registration?

Accepted Answer

To be operated as Alojamento Local, yes: it must be registered with the RNAL. If it already is, we operate it under that registration, which remains yours. If it is not, we take care of the registration application for €200 + IVA: we first check the feasibility of the location, prepare the application, bring the property into compliance and accompany the inspection. Third-party costs — certificates, technicians and the required equipment, including safety equipment — are yours to pay, and the decision rests with the authorities: we cannot guarantee it. If the registration is not obtained through no fault of yours, either of us can end the contract with no compensation; registration work already invoiced remains due. Once in operation, we make the foreign-guest reports (forms on SIBA) and the statistical returns (INE and DREM). We check your case before promising anything.

15% margin of the operation.85% to you.100% of the accounts in plain sight.

The statement, explained

Your review is the best advertisement your house has.

The price, in full

Frequently asked questions

Who is behind Clareza Selvagem

Why Madeira

Why this model

How we operate

Clareza selvagem

A Madeiran company