Help center

Pick dates and number of guests on the property, check the total price and fill in your details. To book, you sign in with your Google account. If the property requires approval, you send the host a request, and they have 24 hours to reply.

Once you enter your details we hold the dates for a few minutes while you pay. If you choose a manual payment, such as a bank transfer, you get more time: the deadline and instructions appear on your booking page.

It depends on each property: Mercado Pago or manual payments such as a bank transfer. The available ones are shown when you book.

When the payment clears, the booking becomes confirmed and you’ll see it on its page. If you’re signed in, it also shows up in My trips.

It depends on the property: some charge the full amount, others a deposit and the balance at check-in, and others in instalments on set dates. You see the schedule before booking, and the dates and amounts on your booking page. Once the booking is confirmed, you can pay any payment that isn't due yet with «Pay now».

At the top you pick area, dates and guests. «Filters» lets you narrow down by price, bedrooms, bathrooms, services (pool, parking, beach service, housekeeping…), distance to the beach and more. Results show as a list or on the map.

Describe what you're looking for in your own words, for example «2-bedroom apartment with beach service», and tap the sparkles button. We turn it into filters and show you what we understood before applying it; anything that can't be filtered, we tell you.

Some properties that aren't available on your dates are on nearby dates, for the same number of nights. We show them separately with those dates, in case you can be flexible.

A summary of what's worth knowing before booking: services that cost extra or are on request, an unheated or seasonal pool, beds and bathrooms for your group, pets. It comes from what the host provided; anything they didn't say, we mark as «not reported».

It becomes a preference, not a filter: it doesn't remove results. Each card says which ones it meets, for example «Matches 2 of 3 preferences», and anything the property doesn't state never counts against it. Tap ✓ to make it required or ✕ to remove it. You can also sort by «Best match».

We suggest changes that keep the rest of your search, such as raising the price a little, moving the dates a few days or searching every area, with how many results each would give. None is applied on its own.

Tap «Compare» on up to 3 cards, then the bar at the bottom. You see them side by side: price for your dates, availability, bedrooms, bathrooms, beds, rating, distance to the beach, cancellation and services. The best in each row is highlighted, along with what's worth asking before you book.

Yes, under «Have a question about this place?». The answer comes only from what the host published and says which details it's based on. If it isn't stated, we tell you, and you can contact us with the question already written. It doesn't answer prices or availability: you see those when you pick dates.

Tap any photo. The tour opens, grouped by room (living room, bedrooms, bathrooms…), and tapping one shows it full screen so you can swipe through the rest.

Under «Where you'll sleep», room by room and by bed type. If your group needs extra beds (trundle bed or sofa bed), we let you know before you book.

It's a direct link from the host: it shows only that property. You can see the photos, check dates, ask questions and book as usual. To see other properties, go to Punta Stays.

If you booked with a request, you can cancel from My bookings → the booking → «Cancel booking»: before confirming you see how much you paid and how much you get back under the policy you accepted. Payments made through Mercado Pago are refunded automatically; payments made another way are returned by the host. To change dates, or if your booking doesn’t have that option, message us with your booking number. Also, any booking can be cancelled free of charge within the first 24 hours after it's confirmed, whatever the policy, as long as check-in is at least 7 days away (14 with the Firm and Non-refundable policies).

In My trips → your booking → «Your stay guide». The exact address, the door code and the Wi-Fi appear 48 hours before check-in, or at the time the host chooses, once the booking is confirmed. The guide can be printed and also works offline.

Type what you're looking for, for example «wifi», «what time do I check out» or «trash», and it takes you to the part of the guide that answers it. If it isn't there, we offer to put you in touch with us. Codes and passwords never leave your guide.

If the host added one, it's inside your booking in My trips: how to use the appliances, what to do with the trash and anything else they want to tell you, in your language.

Yes. To book you sign in with your Google account: the booking shows up in My trips, everything reaches your account email, and you can also save favorites and leave reviews.

Sign in with Google using the same email you gave us: the booking shows up in My trips automatically.

Tap the heart on any property. If you’re not signed in we’ll ask you to, and the property is saved when you come back.

Yes. When you tap the heart you choose which list to save it to, or create a new one (for example “Summer 2027”). In Favorites you can rename or delete each list, and share it with a link: whoever opens it sees the properties, but not your name or email. You can stop sharing whenever you want.

Yes. In your list tap ⋯ → Invite and send the link. Whoever opens it and signs in with Google joins and can add and remove properties; each one shows who saved it. Up to 10 people per list. Only the person who created the list can invite, remove members, rename or delete it; everyone else can leave whenever they want.

From checkout day and for 14 days, in My trips.

Reviews are simultaneous: neither side sees what the other wrote until both have written or the period ends. That way nobody reviews in retaliation.

Your first name, the month of the stay, the stars and the comment. Never your email, phone number or booking details.

Tap “Report” under the review (you need to be signed in). The review stays visible until our team checks it; if it breaks the rules, we hide or remove it.

It’s the average of its published reviews and appears from the third one; before that the property shows as “New”.

Bronze, Silver and Gold recognize hosts who consistently offer great stays. Punta Stays awards them automatically, with the same rules for everyone.

From “List your property”, signing in with Google. You enter the details and photos, and we publish it after verifying the property is yours.

Yes. When publishing, paste the link to your listing and we bring in the title, description, capacity, amenities, rules and photos. Then you review each section before submitting. Booking doesn't let our server read its page: in that case, copy the listing text and paste it.

On each property, under «Type and services». That's what the search filters use: if you don't tick it, the property won't show up when someone filters by that service. Say whether it's included, costs extra or is on request, plus the details, such as housekeeping days, whether the pool is heated or what the beach service includes. You can correct anything the import brought in there.

Under «Calendars» on each property: copy the Punta Stays calendar and paste it into Airbnb and Booking, and paste theirs here. That way, dates taken on one side are blocked on the others. Only dates are shared, never guest details.

Your first name and Google photo, how long you’ve been on Punta Stays and your rating as a host. You can change your display name from your dashboard.

Yes, from each property’s bookings table in your dashboard, after checkout and for 14 days.

Yes, once per review and publicly, from the bookings table in your dashboard. You can edit your response for 14 days.

Yes. In the owner panel, open the property and tap «Pause». While it is paused it does not show up in search and does not accept new requests or bookings.

Nothing changes: confirmed bookings keep their arrival guide, payments and messages, and you can still approve or decline requests you already received. Pausing only stops new bookings.

On the same property page, tap «Reactivate». It shows up in search again right away, with no new review.

Under «Type and services». At the top you pick the area, which is the one the search uses; if you don't, we work it out from the address and show you which one it is. Under «Where guests sleep» you add each room with its beds by type: guests see where they'll sleep, and we only warn them if there really aren't enough beds.

On the summary of the published property, tap «Copy direct link». That link opens only your property, with no search or other properties, and guests can check dates, ask questions and book without leaving it. Prices, conditions and commission stay the same.

A review of each property, in its menu, that separates what's worth fixing (few photos, missing details, services that contradict each other) from suggestions. It can also read your description and photos with AI, to find contradictions or services visible in the photos that you didn't add. It runs on its own after an import and when you reactivate. It never stops you from publishing, and you can dismiss whatever doesn't apply.

If the property requires approval (set in «Bookings and payments» for each property), the guest sends you a request with the reason for the trip. You have 24 hours to approve or decline it in «Requests», and the dates are held in the meantime. If you don't reply in time, it expires and the dates are released. We email you when it arrives and when it is about to expire.

We check the dates are still free and the payments are created following the schedule you chose in «Bookings and payments»: deposit and balance at check-in (by default, 20 % due within 48 hours), full amount on approval, a deposit on approval and the rest when the booking stops being refundable or instalments on set dates. The booking is confirmed when you confirm you received the first payment, or when it's credited through Mercado Pago. If it doesn't arrive in time, the dates are released.

Yes. If you turn off «Requires approval» in «Bookings and payments», guests book instantly.

Every request and booking has its own conversation in your dashboard. When the guest writes, you get an email (at most one every 15 minutes) with a link to reply.

In a request's conversation, it uses AI to draft a reply with the details of your property and the booking. You review it, edit it and send it yourself: it's never sent on its own. It warns you if an amount doesn't match the conditions or if something needs filling in.

Under «Prices and promotions» on each property: base price per night, seasons with their own price and minimum stay, cleaning and dated promotions. Changes don't affect bookings already made.

Yes, in the panel's «Calendar»: one row per property and one cell per night. Pick properties and dates (drag with the mouse, or tap twice on a phone) and change the price, minimum stay or blocks. Before applying you see exactly what changes, and you can undo it under «Recent bulk changes». It never touches existing bookings.

Under «Dynamic pricing» on each property we suggest a price for every free night. It takes into account how full similar properties are, how far away the night is, gaps between bookings, your own occupancy and the area's holidays and events. It always stays within your minimum and maximum, which you can also set by weekday or season. In «Suggest only» nothing changes until you accept; in «Automatic» it's applied on its own once a day. Dates under «Dates to leave alone» keep your price, and «Back to my prices» undoes what was applied.

Under «Performance»: occupancy, revenue, average nightly price, views and a comparison with similar properties in the area (averages only, never another host's details). Recommendations are at the top, with «Simulate» to see what would change. In «Ask your numbers» you ask in your own words, and the answer uses only your data and shows which figures it used.

By card, through your own Mercado Pago account (you connect it once in «Payouts» and the money goes straight to your account), and with the methods you turn on: bank transfer (you can add several accounts), Wise (one account per currency), Western Union or cash at check-in. Each property chooses which ones it accepts in «Bookings and payments».

The guest only sees your details when they have a payment due. They pay, tap «I've paid» and can attach the receipt. You get an email: check the money is in your account and confirm or reject it from your dashboard. Only you can confirm it.

No. The guest sees a standard instruction in their language, and anything you write in «Anything else for the guest» is translated into Portuguese and English automatically.

In the Wise app open the balance for each currency → «Account details» → Share, and paste the text in «Payouts». The details fill in by themselves and each currency gets its own account.

We remind you before the guest arrives. You collect it with the agreed method (also with a Mercado Pago link, if you turn it on) and confirm it in your dashboard when you receive it.

Free: full refund up to 24 hours before check-in. Balanced: full refund up to 5 days before. Firm: full refund up to 30 days before and 50 % up to 7 days before. Non-refundable: nothing is refunded. You choose it for each property, and every booking keeps the policy in force when it was made: changing it doesn't affect the bookings you already have. You can also offer a discounted non-refundable rate.

Before confirming, they see how much is refunded under the policy, and any outstanding payments are cancelled. If they paid with Mercado Pago, the refund goes out automatically. If they paid another way, you refund them: the dashboard shows the pending refund, you mark it as sent and the guest confirms receipt. If what the policy lets you keep is more than they've paid, you keep what was paid and Punta Stays doesn't charge them the difference; the dashboard shows it, and claiming it is up to you.

Yes, giving a reason, and the guest gets a full refund. If you cancel close to check-in, the Punta Stays team is notified so they can help the guest. Avoid it whenever you can.

5 % of what you actually collect for each booking. It isn't charged on extra charges for the stay. If a booking is cancelled, it's only charged on what you keep under the policy: if you refund everything, there's no commission.

If the guest pays with Mercado Pago, it is deducted at the time of payment. If you collect in other ways, on the 1st of each month you receive a statement with what is due. It is due on the 10th and you pay it from «Payouts», with a Mercado Pago link or by bank transfer.

We email you on the 7th, 11th and 20th. While there is an outstanding balance, up to 50 % of each payment you receive through Mercado Pago can be withheld. If it is still unpaid on the 25th, the account is suspended and your properties stop taking new bookings until it is settled.

Units in the same building share the common part of the arrival guide: address, directions, reception and its hours, the way from the street to the lifts, services and emergencies. You add it once in «Buildings» and it applies to every unit; the building administrator can edit it too. On the site map, the units in a building appear together as a single pin.

Each unit's guide: floor and door, the steps to the door, how to get in (code, key or reception), Wi-Fi, check-out and contact. Sensitive details such as the exact address, the code and the Wi-Fi only become visible to the guest 48 hours before check-in (you can change this) and only if the booking is confirmed. It is translated automatically; codes and passwords are never translated.

Up to 30 sections (welcome, appliances, rubbish, whatever you want to share) that the guest reads while signed in, from «My bookings». You write it in Spanish and it is translated into Portuguese and English automatically; if you correct a translation by hand, it isn't overwritten.

In each property, under «Rules»: check-in and check-out times, whether smoking, pets, parties and visitors are allowed, quiet hours and up to 20 rules of your own. The guest accepts them with a checkbox before booking and the version they accepted is saved. What you set for pets is used in the search filter.

Emails that reach the guest on their own: confirmation, reminders before arrival, check-in day, before check-out, thank-you and cancellation. There is a recommended set, and you can customise them per property in «Messages», with a preview in all three languages and a test send to your email.

New request and when it is about to expire, withdrawn or expired requests, guest messages, reported payments to confirm, balance to collect at check-in, overdue payments, cancellations and the monthly commission statement with its reminders.