FAQ

Payment Methods

How do I pay?

Doinn accepts a variety of payment options, including Paypal and credit and debit cards: Visa, Visa Electron 4B, Euro6000, MasterCard, American Express and Maestro Internacional.

Is the payment safe?

We use Paypal and Braintree as payment services providers, so all the payments are completely safe. You can read more about it at: www.braintreepayments.com

Problem with your credit card?

First, double-check your payment information and make sure that you've entered your credit card number and the name on it correctly and that your card has not expired.

Contact your bank and check if you have available funds or if the card was incorrectly refused by the bank.

Finally, try a different credit card or pay via your Paypal account.

How to use a promo code?

Using a promo code on Doinn is easy. Order the services you wish. Once on the payment page, fill in your discount code in the “Promo code” field and submit by clicking the “Aplly” button. You then can complete your payment.
Don’t hesitate to contact us on hello@doinn.co if you have any further questions.

Changes and Cancellations

Can I cancel my booking?

You can cancel your booking before the payment is done. Otherwise, if you cancel your booking minimum 48 hours in advance, you can reschedule it for a later date. Note that last minute cancellation (less than 48 hours in advance) will not be automatically reimbursed. In case of a last minute cancellation, please, contact us.

How do I change my booking?

You can change a booking up to 48 hours in advance through the platform by editing the date or the time.

Keys

How do you pick up the keys for a Check-in service?

You can schedule a meeting with our Hospitality Chief Officer before your first check-in or we can pick up your keys elsewhere, in a place you trust, near the location and hour scheduled for the service. Please check if this apply to your city (currently, we offer check-in services in Lisbon only. )

How do you pick up the keys for a Housekeeping service?

You can schedule a meeting the housekeeping services supervisor before the first cleaning or we can pick up your keys elsewhere, in a place you trust, near the hour scheduled for the service.

I will benefit from Doinn cleaning and check-in services – is it enough to give you just one set of keys?

Two sets of keys are a required minimum if you wish to use our housekeeping and check-in services - there should also be one set of keys for your guests which remain in your home when guests check out.

Can I deliver my keys in person to your office?

Sure you can! We will be more than happy to welcome you in our office. You can visit us (please, find the address in the footnote) between Monday and Friday 10:00 – 18:00. If you prefer, you can schedule a visit. Call us!

What happens with the key after it is used?

It depends on you. If you want the housekeeping service team to stay with the key for future bookings, the supervisor will stay with the key. In the case of a check-in service, the procedure is similar.

Laundry

How can I benefit from the laundry services with linen renting?

You can benefit from this service always when you schedule a housekeeping. A deposit will be required. if you manage more than 10 apartments and they are all in the same building, please, request a cost proposal for independent linen rental and laundry services. Currently, we offer Linen rental services in Lisbon only. Please check if this apply to your city.

Where your linen come from?

Our suppliers source the sturdiest fabrics and the best manufacturing processes to ensure the best possible performance with repeated use.

The total value of the advance for linen renting is reimbursed when I don’t need your linen anymore?

Yes, we reimburse you for the total value of the advance you had paid (less the wire transfer costs).

The devolution of linen is always associated with a housekeeping service, meaning that we can pick up the linen you won’t need any more during the next housekeeping service. We offer linen rental services in Lisbon. Please check if this apply to your city.

Are there any situations when the value of the advance is not reimbursed?

Yes, if linen is damaged or lost. In this situation we will charge you only for the value of the damaged piece (and not the total value of the deposit). If linen is in a perfect state (with no difficult to remove stains or tears) we will reimburse you with the total value of the deposit.

Why the price charged for laundry with linen renting is the same as the price of laundry only?

Because you make the process management (sorting, supervision) easier when using our linen.

Can I choose a colour of my bed linen and towels for Linen rental?

No, all our products are only available in white. This way we can provide better and more effective cleaning and sanitizing solutions during the laundry cycle.

The rented linen can stay in my apartment even when there are no frequent bookings?

Linen can remain unused in the apartment for up to 60 days. You will be contacted by e-mail 10 days before the end of this period in order to schedule a cleaning and laundry service. If you choose not to order any service, the linen becomes yours and you lose the right to be reimbursed for them.

What happens if I want to opt out of this service?

You return us the linen and we reimburse you with the total value of the advance (less the wire transfer costs or value of damaged/lost items)

What does the packaging consist of

The packaging includes ready to use - laundered and pressed - hotel quality linen kits.

As I already have an employee who takes care of the cleaning, can I just make the appointment of your laundry service without having to also buy the cleaning service?

This type of appointment is only possible in lodgings with more than 10 beds, since we can do the delivery and the pickup of the products only once and in a single place.

Cleaning

Who are your housekeepers?

Doinn works with the best housekeeping companies of the hospitality industry.

Housekeepers are regularly trained and have solid experience in hotel and vacation rental apartment cleaning.

Work quality control is a must and clients feedback is taken very seriously so we always appreciate to hear from you.

Do I have to be at home during the cleaning?

No, not at all. But is very important that you send us an accurate information about how to pick up the keys if you will not be there. You must fill in all the instructions accurately regarding the housekeeping requirements. This will be communicated to our Housekeepers.

Can I trust the cleaner?

Absolutely. We have been there and we know how important trust is when it comes to your home, that’s why our cleaners go through a rigorous screening process that includes a background and identity check, an in-person interview, and a reference verifiction.

The service includes cleaning products?

Yes, cloths and cleaning products have industrial quality and are provided by us. However, all apartments should have available the following products for our cleaning teams as well as for guests:

  • A mop and a bucket
  • Dishwashing liquid
  • 3. Vacuum cleaner
  • 4. A sanitizing detergent without chlorine
  • The cleaning products we use are manufactured according to the highest legal standards and respect the biodegrading rates in force. We also limit the use of CFC’s, noni enols and other substances considered hazardous for natural environment.

    Can I request a more in-depth cleaning?

    Yes, sure, we will be happy to prepare a cost estimate for you. support@doinn.co

    Can I request a cleaning post-construction / post-renovation job?

    Yes, sure, we will be happy to prepare a cost estimate for you.

    For what time can I schedule a housekeeping service?

    In general, the housekeeping services are done between 8:00 and 18:00. If there are any restraints, we will we contact you.

    Are my cleaning services always done by the same team.

    Ideally yes, however the rotation of our cleaning professionals depends on several factors. Anyway, it can happen if the service is scheduled at least three days ahead.

    If a different team comes to clean my house, will I have to explain everything again?

    Not really. Some features of your house or specific notes on service are registered in the apartment profile as long as they have been put on the platform. Parallel, complementary and ad hoc information should be always added to the apartment profile or included in the service observations field.

    Check-in / Check-out

    Who are your Welcomers?

    We have an experienced and dynamic team that loves receiving guests. With an academic background and a vast knowledge about the place and its tourist attractions, our welcomers are always available to advise on the city’s highlights and seasonal diversions. Currently, we offer the check-in and check-out services only in Lisbon.

    Can Welcomers receive money (safety deposit, local fee) directly from guests?

    No. For safety reasons we prefer our Welcomers not to receive safety deposit or local fee payments from guests.

    What will happen during the guest reception service?

    The welcomer will arrive between 15 and 30 minutes of advance just to make sure that everything is in order; that the apartment is clean, that lights and electrical devices work properly, that there is hot water etc.; he will open windows (if needed). Next the welcomer – staying in touch with you or the guest (as you prefer) – will wait for the guests in the place indicated by you and will accompany them to the apartments, explaining all the details, house rules and giving suggestions.
    NOTE: It is important to provide us with the guest phone number, so the Welcomer can manage his time in case of any issue. If the phone number is not provided, the welcomer will wait for maximum 1 hour after the scheduled hour.

    What is the check-out service for?

    Thanks to the check-out service we can establish the last contact point with your guests, helping them with everything they might need (carrying their bags, helping with the transfer etc.), making a great last (and long-lasting) impression. During the check-out, the welcomer will also have an opportunity to asses easily the state of the apartment and check if there are any damages that should be discounted from the safe deposit.

    What will happen after the check-in is done?

    We know how important it is for you and your reviews to have our feedback so just after doing the check-in, the welcome will send you a detailed report. However, if he detects any anomaly or an urgent issue, he will contact you immediately by phone so you can decide about the safe deposit or order any necessary repairs from your home.