Tren-di

Help Center

For guests and hosts.

Simplified and transparent.

Tren-di Help Center

Solutions to deliver great travel experiences, with flexibility, great information and emotion.

Booking app

Web platform

If the information you’re looking for is not found below, or to communicate a problem, we’re available on chat on the Xperiences App, on email experiences@tren-di.io , or for very urgent requests ineedsupport@tren-di.io, or phone on +351 93 714 11 22.

Concept

Tren-di is a Portuguese company that operates an online marketplace for lodging, primarily homestays for vacation rentals and tourism activities.

We specialise in experiences. Book one of our homes and get access to our Xperiences app where we have a selection of the best spots and experiences in your city, from eateries, to bars, clubs, beaches, culture & art, unmissable places and adventures.

Our idea is for our guests to create stories with meaning and have fun on the best places.
Thanks for being a part of the community!

Residential properties, like apartments, houses, duplexes, lofts, studios, rooms, etc. Also, holiday homes, guest houses, bed & breakfast. Entire property or only part.
No. Both furnished and un-furnished properties are accepted. Guests can search specifically for one or the other.

Bookings can be per night or per month. This way we support short term vacation rentals and also mid term rentals (from 1 month), and long-term (Tren-di instead of the traditional agent).

Hosts can define a price per night or a price per month or both.

See also item Pricing, below.

 

We support all periods: short term vacation rentals (from 1 day), mid term rentals (from 1 month) and long term.

If the listing has only a price per night you will be charged for the total number of nights.

If the listing has only a price per month in the platform (independently of your booked period) you pay only the first month. If you’re staying longer additional days or future rents will be paid directly to the host.

If the listing has both a price per night and a price per month:

– Up to 29 days you will be charged per night.
– From 1 month you will be charged per month. In this case in the platform you pay only the first month. If you’re staying longer additional days or future rents will be paid directly to the host.

Deposit: The deposit is always paid with your booking and for guest security remains with Tren-di (is not given to the host). Don’t consider the deposit a cost. You get it back at the end of your stay.

Service fee is not applied to the deposit.

We have different pricing for bookings per night and for bookings per month. This is done on purpose in order to support both the short and mid term with appropriate pricing that is affordable for both guests and hosts.

See our pricing here. See also item Guest payment in the platform, below.

No. We only support online visits (video tours). This was done by design.

Typically for vacation rentals videos are not published by the hosts.

For longer stays hosts may decide to add video tours. We fully support videos which can be hosted in Tren-di or in an external company like YouTube or Vimeo.

The host will select the minimum and maximum stay, which are set independently for night and monthly booking.
Guests can book a property within those limits.

If you have a special request ask the host in the ‘Introduce yourself to the host’ text box when doing a booking request.

Yes, we have reviews. And we love it. They are a very important part of our concept creating trust and confidence between hosts and guests.

Reviews can be done at any point after a Booked reservation and you can also update your review through time.

Reviews are possible after a reservation has reached Booked status.

Apps

Our booking platform is web based.

It can be used with any device, phones, tablets or desktops.
Because it’s web based it works in all operating systems through a browser.

In your device, open a browser (like google Chrome or Safari) and type www.tren-di.io and you’re in.

Our Xperiences app is a native mobile app.

It can be downloaded in the app stores from Google and Apple.

Community

Information on Usage, Privacy and our Community. See page Community.

Information on Tren-di services and how we display this information simply in the form of banners to help our community. See page Services.

Process

Please see page Services for this information.

See item ‘Checked’ in page Services for this information.

If you want to book a property, register as guest (I want to book).
If you want to host, register as host (I want to host).

To register, from the home page click Register, add your username, email, password and select the appropriate user profile.

These profiles are not inter-changeable. For example, a guest cannot add a property and a host cannot do a booking. We decided not to add this complication and keep profiles separate.

If you need to both host and be a guest, please register twice (as host, and then as guest, or vice-versa) using different emails. The order by which you do this does not matter. You can then login separately to each of these profiles when needed.

All Tren-di users are verified. 
After you have Registered,
complete your profile in Dashboard. It’s just this:

in tab Profile: Add profile photo & fill Information section. A great Bio will help your bookings getting approved.
In tab Verifications : Verify your email address ; Add your phone number ; Add your ID

Complete these verifications to be able to publish a listing or do a booking request. Profile status will indicate 100%.
Your information is safe with us. We will never release it to anyone else or any third-party company.

Once logged in you have access to your dashboard where you can manage your profile, bookings, messages, personal videos, payment methods and invoices.
Hosts can also create and manage listings, upload and manage property videos, etc.

1. Search our listings and select a home
2. Make a Booking Request
It takes a minute. Host has up to 48h to reply
3. Approval & Payment
Booked!
The deposit is paid with your booking and remains with Tren-di (for greater security it’s not given to the host). You get it back at the end of your stay.
4. Check-in!
Enjoy a good moment with the host. Get a home tour. Receive your keys.

Please see page How it works for detail information.

A Host can be reached only after doing a Booking Request. Once there is a Booking Request, both parties can use the internal messaging system to message each other.

You can use this feature to discuss any relevant issue, make a request, etc.

Each listing has the indication Available from, which will provide an initial idea. 

NOTE: Available from currently from only works for price per month. 

In the listing page, in the booking sidebar, you can enter your dates and see if dates are available.

There can exist a discrepancy for some properties, in-between updates by the hosts.
When you do a booking request the availability is one of the aspects that the host will verify in detail.

Yes, there can be a discrepancy.
The date in Available from indicates the next free period (of 1 month) taking into consideration the Booked reservations.
So this is the Booked availability.

The Calendar is more complete and indicates also pending dates. Pending dates are from reservations which have not yet reached state Booked. That is why there can be a discrepancy.

Once the pending reservations turn into Booked reservations, both features with be in sync and indicate the same date.

Tren-di’s responsibility is:

1. Providing and managing the marketplace connecting the product of suppliers, property managers, hosts or landlords with guests who are looking to rent.
2. Enforce and uphold responsibility of both parties in relation to our Terms of Service, Platform rules and Tren-di Policies.
3. Create features, procedures, policies, and covers designed to improve the security and ease of use of the marketplace, as well as achieve the best design possible.
4. Several processes in the marketplace require Tren-di’s participation (like verifications, approvals, etc). We are responsible for executing those in a timely manner.
5. Help to mediate disputes and provide advise.
6. Constant improvement of the marketplace.

Tren-di is not responsible for (responsibility of the parties):

– Management and decisions taken in relation to bookings
– Check-In
– Lease agreement. On the template provided, Tren-di is mentioned as a mediator (we are not a signing witness)
– Keys handling
– The parties duties, namely but not limited to, payment of rent, good property care
– Negligence or failure to act when required
– The acts, responses or actions of either party
– Property or filling damages
– Any damages, loss or inconvenience the parties may incur, including from cancellations
– Theft or robbery of property filling or guest belongings
– After Check-in, Tren-di has no more participation or responsibility (in any way) on the rental, except fulfilling our part in any process.

Community:

– Be respectful, honest, correct at all times.
– A marketplace is based on collaborative economy, and in other words we call this community.
– Our community is based on trust. Trust and be trustworthy. Make friends. Create the world you want to live in.

– If something happens, we are only a phone call away!

Publishing Listings

Only users with host profile can add or edit listings.
If you have registered as a guest, or haven’t registered yet, from the home page click Register, add your username, email, password and select ‘I want to host’.

Login, go to Dashboard and click on tab Add New Listing.
Fill all sections until the end.

If you don’t have all the information, pictures and videos close at hand, not a problem, you will be able to edit your listing as many times as you want.

You can complete your listing in one go – our recommended method –  or you can complete it in steps by saving it as draft, and restart again later on.

Your Listing will be approved by Rentwlo, before publishing is possible.

For a listing to be approved:
Please complete your listing as much as possible.
Photos are required before we can approve a listing.
Videos are not mandatory.

Yes. Hosts can preview their listings (adverts) before they are published.

You can see how your Ad will look like while you are editing it. It’s a cool feature.
Only the listing author can see it, prior to publishing.

When adding or editing your listing, you can find it in tab Features, section Energy Efficiency.

Adding this information is optional.

In Listing page Energy will be visible in Section Features / Energy.

If you entered a price per night, then Hosting licence number is mandatory.

This a legal requirement in Portugal. In Portugal it’s called Licença de Alojamento Local (licence for local hosting).

If you only entered a price per month, hosting licence is not required.

Currently we only support a unique price per night. A listing cannot have different night prices for weekends, specific days, low or high season.

This functionality is scheduled to be implemented in Q1 2023.

 

You can have one (standard) price for all months or specify the price individually for each month.

Follow the seasons. Have a price for low and a price for high season.

Please see items Supported Booking modes and Pricing, above, and Guest payment in the platform, below.

Payments

If you are booking per-night, you pay the total for the period.
If you are booking per-month, independently of your booked period, you pay only the first month. In this case, adicional days or subsequent rents will be paid directly to the host.

The calculations for your booking will be shown in the booking sidebar.

When to pay:
After host approval. It’s a one time payment only. Guest has 24h to pay after host approval.

Payment methods:
We accept payments through Wire Transfer, MB-WAY or PayPal (debit card, credit card or PayPal).

PayPal Payment is done immediately in the Platform. If you choose MB-WAY or Wire Transfer, payment is not done in our platform. Simply pay off site, using your home banking or MB-Way app, and then add proof of payment to the reservation.

The deposit is paid with your booking and remains with Tren-di (for greater security it’s not given to the host), except if it’s a long term rental, where it makes sense that the host handles the deposit.

This is also good design because when you check-in there is no value to give to the host (in several other platforms you pay the deposit directly to the host at check-in) – which may cause some concerns.

You get it back at the end of your stay, assuming no property damages.

Each host indicates in the listing page (see description and section Pricing) if the utility bills are included or not in the value paid.

For short stays utilities are normally included in the value paid (up to a certain amount). For mid and long stays, normally not.

Hosts may also opt to indicate in the description a fixed price per month for the utilities.

Login to our account and go to Dashboard / Profile / Payment Method.

Scroll down to Section Select Your Payout Method. Fill that section (and the one below) with your preferred method to receive payment (limited to Wire Transfer or MB-WAY). Click Save.
That’s it!

48h after check-in we make payment to you.

Login to our account and go to Dashboard / Profile / Payment Method.

Scroll down to Section Select Your Payout Method. Fill that section (and the one below) with your preferred method to receive payment (limited to Wire Transfer or MB-WAY). Click Save.
That’s it!

Up to 72hh after check-out we return the deposit.

Bookings

Always book your entire period of interest. Normally, the demand far exceeds the number of homes available so you are taking a huge risk that the host will receive a booking for the period you didn’t book.

So, always be safe and book the period that you are comfortable with and can commit to.

Scheduled to release in Oct/Nov 2022.

In any page, place the mouse over your name or picture in the top right corner. A dropdown menu will appear. Click Reservations.
For hosts it’s named My Bookings.
On a tablet or phone, to get the dropdown menu tap your picture.

In Dashboard / Reservations you can see a list of all your reservations. Here you get important data at a glance, like status, property id, check in and check out dates, price, etc, and you can filter and search.

To access the Reservation page click button Details. Here you can follow status, progress, see what to do next, and you’re able to manage your booking with several options.

Once you have done a Booking request, you will be able to send a message to the host, and vice-versa.
This is an excellent way to clarify any question, request and add additional information, or simply keep in touch.

To send a message go to Dashboard / Messages. On your list of messages you can see the Guest Name, Listing Name, Host Name and Reservation number. Click on the latest message for your booking of interest, and write your new message.

If needed you can add attachments to messages.

Currently not. This feature is scheduled for release in Q1 2023.

After the reservation is Booked, the host can change the end-date, but not the start date.

Workaround: If you need to change the dates check availability with the host and then do a new reservation request. The previous one can be cancelled.

The host can change the price by adding a discount (or a raise) to the reservation.
You can always mention it to the host and he can take it into consideration.

Documents the host may request. See page Documents.

Check-in

Some info to keep in mind:

– About 7 days prior to check-in, we provide to guest and host the contacts of the other.

–  At the same time we provide the exact address to guest. Verify that it matches the address you received from the host.

– At check-in check with the host that is working well, like appliances, there’s sufficient power and water is ok. If there’s any important issue the host should clarify it. Any significant issues please get feedback on resolution from the host.

– If the host has an agreement to sign, please sign it. 

– Receive your keys. Clarify the house rules.

– If you booked per night, all your stay is already paid (unless if the host indicated any other conditions to be paid at arrival). If you booked per month and are staying more than 1 month (in the platform you paid only the first month), therefore the remaining value or subsequent rents will be paid directly to the host.

– Tren-di will do payment to the host 48h after check-in.

That’s it!

If your stay is beyond 1 monthonce reservation is paid, we provide a lease agreement template (bilingue in Portuguese and English) to be signed by both parties at check-in.

Host : Simply fill the personal information, reservation dates, rent value and values paid and it’s ready to sign. Always follow exactly the reservation made.

Guest : Before check-in, please request the agreement to the host so you can read it. Online contracts (or signed online) are not supported yet. 

Signing the agreement is up to the host. Also, the host may have his own template that he prefers to use. Some hosts may prefer not to sign an agreement and instead the reservation on Tren-di serves as a valid contract.

All went well at check-in? All ok with the home?
Soon after check-in we give you a quick call (or message) just to check with you.

Check-out

Some info to keep in mind:

– Do a Review of your stay (property and host). Host will also a review.

– Comply with any conditions in your agreement with the host, if signed.

– Leave the home in the exact same condition that you receive it. For any damages, please talk to the host and agree a value for them, so you can pay the host.

– Return the keys.

– In case of no property or filling damages claimed by the host : deposit is returned 72h after check-out.

That’s it!

Cancellations

Ti.Cover Cancellation | Guarantee

These are the set of measures, covers and customer benefits that we provide that act as a guarantee of a high standard of service.

Please read it on page Cancellation Policy.

Please read it on page Cancellation Policy.

If you need to cancel always indicate your reasons to the other party.

Avoid as much as possible cancellations, specially close to check-in. They can cause stress and a financial impact.

Once booked cancel only in extraordinary circumstances, like for impactful health reasons, complete trip cancellation, etc.

If there’s a delay in your flight or any other issue, simply let the host know.

Decline is before guest has made payment. After payment it’s called a Cancellation.

We consider that hosts only in very rare cases will cancel a reservation, and even less as we get close to check-in date.

We are monitoring the activity of each host. We may have a conversation if we see activity that is not the expected. That may cause the host’s listings to be downgraded.

Currently we don’t do this automatically but we are watching.

Your reservation was declined or cancelled before payment:
You won’t be charged. Just move on. Simply search other properties and do a new booking request.

Your reservation was cancelled after payment:
We give you a Credit. We calculate how much you are entitled to and we add that value to you as a Credit (see Dashboard / Credits). You can use the Credit immediately in your next reservation. You don’t have to do anything, it will appear in the calculations of your next reservation.

Note: the Credit is added manually by our customer support, so there could be a little delay until we can do it. Normally we make it available the same day.

You can confirm the amount credited by consulting our Cancellation Policy. Let us know if you need further clarification. 

In case you don’t want to use Tren-di anymore you can request a refund in Dashboard / Credits. Once your credit is added the button Request Refund will appear. Simply click on it and we get the request.

If your booking is cancelled we give you a Credit (online refund).

Please see page Credits and Refunds for compete information on Credits and Refunds.

Login to our account and go to Dashboard / Profile / Payment Method.

Scroll down to Section Select Your Payout Method. Fill that section (and the one below) with your preferred method to receive payment (limited to Wire Transfer or MB-WAY). Click Save.
That’s it!

Videos and other features

Why? See page Videos.

For all details on how to create a video for Tren-di, see page Create a video.

Videos are subject to approval by Tren-di. We are fast. Once approved the video will be published.

If the host is requesting a Personal video (video cv):

1. Create your video and upload to Tren-di.
Read a how-to-do resume in Dashboard / Video cv. For all details see page Create a video.

2. Booking request.
 At booking request select a video from your library, or add a link to your video stored in a third party company like YouTube or Vimeo.

Note: all videos are subject to approval by Tren-di (after booking request). We are fast. Once approved the video will be published privately to the host.

For all details on how to create a video for Tren-di, see page Create a video.

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