Terms and Conditions

Business hours and contact information
Monday to Friday: from 9:00 AM to 7:00 PM
Saturday: from 12:00 PM to 4:00 PM
Business phone: +55 21 99663-4320


Reservations
To validate a reservation, guests must send proof of payment and the following information:

Full name
Nationality
ID number (and issuing authority) or passport number
CPF (if applicable)
Phone number
Email address
Names of any additional guests (if applicable)
Photo ID of all guests


Payment methods, reservations, rental, and security deposit
To reserve one of our properties, we require a booking confirmation deposit of 100% of the total rental amount, or the booking must be made through our website or partner platforms (Airbnb, Booking, Decolar, Google Rentals, etc.).
Payment of the 100% booking amount can be made by bank transfer/deposit, PIX, or debit/credit card via Mercado Pago or Stripe.

The security deposit is required at check-in, in cash, with an amount predetermined per property at the time of booking (if applicable).

To allocate your payment correctly, we always require payment confirmation by email or WhatsApp.
Your reservation will be validated once the Keys reservations department sends a confirmation email or message.

If, for any reason beyond our control, the booked property becomes unavailable, we offer our clients the choice of a similar property or a full refund of all amounts paid.


Check-in
Check-in time: 2:00 PM to 8:00 PM

Check-out
Check-out time: 11:00 AM

Guests must inform us of their arrival time and provide a contact number. Without this information, check-in cannot be completed.
During the check-in process, the client must call our check-in department at +55 21 99663-4320 up to sixty minutes before arriving at the property. After we receive the call, one of our staff members will meet the guest at the entrance of the reserved property.


Cancellations and reservation changes
In case of cancellation or no-show, the booking deposit will not be refunded. There will be no refund of rent or deposit if the guest decides to leave before the scheduled end of the stay.
Changes to reservation dates will only be allowed upon written confirmation from Keys.

Keys Real Estate reserves the right to immediately terminate the rental agreement, without any refund, in the following situations:
- The number of occupants exceeds the maximum allowed stated on our website.
- Disturbance of neighborhood peace and/or violation of condominium rules.
- Hosting parties or events.
- Use of illegal drugs.
- Pets without prior authorization.
- Failure to pay the full rental amount or security deposit.

If the property offers internet or cable TV, Keys is not responsible for connectivity issues or service interruptions. These services are provided by third-party telecommunications companies beyond our control. In case of internet or TV signal issues, no rental refund will be provided.


Guest responsibilities and obligations
Guests assume full responsibility for the rented property and any items belonging to the condominium. The same applies to other residents and visitors. All guests and visitors must comply with condominium regulations and house rules.
Any fines imposed by the condominium administration for rule violations must be paid immediately by the guest and may result in early termination of the rental agreement without refund.


Visitors
Visitors are strictly not allowed on the premises. Only the guests previously registered and whose documents have been submitted to the company are authorized to stay in the property during the rental period.


Some reservations do not include electricity and gas consumption. Please check your rental agreement.
If applicable, the guest will be responsible for paying utility bills corresponding to the stay period at check-out or, for rentals longer than 30 days, every month.


Jurisdiction
The contracting parties elect the Court of the District of Rio de Janeiro, RJ, as the competent jurisdiction.