Arrival Guarantee
The Renteo Stays Arrival Guarantee protects the most important moment of your stay: arrival. If the apartment does not materially match what was advertised, we respond within 2 hours and activate a relocation plan within 24 hours.
You also have a 48-hour window after check-in to report anything that does not match — everything is documented end to end.
What it covers
The Arrival Guarantee covers material differences between what was advertised and what you find on arrival: the unit, its essential equipment and its habitability. Minor details never leave you alone either: Renteo's local support resolves them as a normal part of the stay.
How to report
From your online stay portal, using the arrival report, within 48 hours of check-in. The report is registered with date and time, and our team responds within 2 hours.
What happens next
Our team assesses the report and responds within 2 hours. If the difference is material and cannot be corrected immediately, we activate a relocation plan within 24 hours. Every step is documented.
The framework behind it
The Arrival Guarantee is part of the Renteo Protection Program — the structured backing that lets Stays require no deposit, no guarantor and no co-signer.
What exactly does the Arrival Guarantee cover?
It covers material differences between what was advertised and what you find on arrival: the unit, its essential equipment and its habitability. If the apartment does not materially match, we respond within 2 hours and activate a relocation plan within 24.
How do I report a problem on arrival?
From your online stay portal, using the arrival report, within 48 hours of check-in. It is registered with date and time.
What if the problem is a minor detail?
Renteo's local support resolves it as a normal part of your stay. The Arrival Guarantee exists for material differences; day-to-day support has no window.
Does the Arrival Guarantee cost anything?
No. It is included in every Stays booking, along with biweekly professional housekeeping and local support.