FAQ

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About Avelino

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What is Avelino?
Avelino is a hospitality service based in Portugal. Since 2010, we have helped people who live in, visit or are moving to Portugal manage their day-to-day life, homes, travel and experiences. We focus on anticipating needs and making your life easier.

Who is Avelino for?
Families and professionals living in Portugal, international residents, property owners who live abroad, visitors planning a trip, and anyone relocating to Portugal who needs a trusted local team.

Where do you operate?
We support clients across Portugal. Our main destinations are Lisbon, Porto, Comporta and the Algarve. In-person (Stand-up) support is available in Lisbon, Setúbal and Comporta. Other locations are available on request and by quote.

Does Avelino sell travel, products or services directly?
No. We work as your personal assistant. We research the options, compare prices, present them to you for approval, and then handle the booking and coordination on your behalf. You always decide. We take care of the rest.

Personal Assistant

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What can my Personal Assistant do for me?
Almost anything that takes up your time. For example: making the calls you are dreading, managing your calendar, paying bills, organising travel, booking appointments, buying online and handling returns, arranging gifts and flowers, scheduling home repairs, recruiting home staff, organising events, and dealing with unexpected issues.

What areas do your Personal Assistant plans cover?

  • Home Office Management: calendar, financial and administrative support, checking and reporting

  • Family Management: settling into everyday life, school matters, medical appointments, holidays and weekends

  • Lifestyle Management: restaurant reservations, travel, events and tickets

  • House Management: key holding, utilities, errands, home security and staff management

How do the monthly plans work?
You choose the number of hours per week and the length of your plan (1, 3 or 6 months). Monthly prices reserve a dedicated Avelino team for you. Longer commitments get progressive discounts because they let us guarantee priority, stability and continuity. Prices do not include VAT. If none of the plans fits, we will build one around your needs.

Can I hire a Personal Assistant for just one task?
Yes. Our One-Shot services need no contract:

  • Virtual: remote support for one-off tasks such as last-minute bookings or urgent admin. €50/hour + VAT.

  • Stand-up: someone on the ground, for example to let in a technician, collect something or handle a task on site. €100/hour + VAT. [confirm the price; the DRM section says €50]

  • Upon request: tailor-made support for more complex needs. Priced on request.

How do we communicate and work together?
Each client has a private WhatsApp group with their Personal Assistant. We also use email and phone. You get a cloud folder where you can check your agenda, purchases and services, plus a calendar with all relevant events and deliveries. For every request, you only need to approve, confirm or cancel.

Do I always approve before anything is done?
Yes. Nothing is booked or bought without your approval. We present the options and you decide.

Visiting Portugal

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What can you organise for my trip?
Hotel, villa and restaurant bookings, car services and airport transfers, at-home services (cleaners, private chefs, bartenders, nannies), wellness programmes, events and private group retreats.

What is the Dedicated Relationship Manager (DRM) service?
One dedicated person who looks after your entire stay in Portugal. It includes:

  • A private WhatsApp group with recommendations before you arrive

  • A real-time online agenda with all your bookings, addresses and recommendations

  • WhatsApp support from 9:00 am to 8:00 pm, plus a 24-hour line for emergencies

  • In-person support on request (additional fee; travel costs apply outside the Lisbon area)

Can you handle last-minute requests?
Yes. We are used to the unexpected and do our best to answer every request, including during your stay.

Where can I see starting prices?
Each destination page (Lisbon, Porto, Comporta, Algarve) shows starting prices for accommodation, transfers and home services. Final prices depend on dates, availability and your requirements.

Property Management

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Moving to Portugal

What does your Property Management service include?
Property oversight and regular inspections, coordination of maintenance (repairs, housekeeping, garden, pool), utility and supplier management, key holding and security checks, preparation before arrival and checks after departure, emergency response, and regular reports to the owner.

I live abroad. Can you look after my home in Portugal?
Yes. That is exactly what this service is for. We act as your trusted local representative, so your property is cared for even when you are away.

Do you manage rental properties?
Yes. We support three profiles: Owner Living (managing your own home), Owner Investing 1 (short-term rentals) and Owner Investing 2 (long-term rentals).

How much does Property Management cost?
Each home is different, so every proposal is tailored to the property, its features and your needs. Contact us for a personalised quote.

What does your Property Management service include?
Property oversight and regular inspections, coordination of maintenance (repairs, housekeeping, garden, pool), utility and supplier management, key holding and security checks, preparation before arrival and checks after departure, emergency response, and regular reports to the owner.

I live abroad. Can you look after my home in Portugal?
Yes. That is exactly what this service is for. We act as your trusted local representative, so your property is cared for even when you are away.

Do you manage rental properties?
Yes. We support three profiles: Owner Living (managing your own home), Owner Investing 1 (short-term rentals) and Owner Investing 2 (long-term rentals).

How much does Property Management cost?
Each home is different, so every proposal is tailored to the property, its features and your needs. Contact us for a personalised quote.

Customer Service Training

Do you offer training for businesses?
Yes. We run customer service training for hotels, restaurants, clinics and shops. Workshops cover leadership, corporate culture, customer reception, service quality, sales techniques and complaint management. Each programme is adapted to the company's values and goals, and includes an initial analysis and follow-up.

Payments and Policies

Are your prices inclusive of VAT?
No. All prices are shown without VAT, unless stated otherwise.

What is your cancellation policy?
It depends on the service. Each service (Personal Assistant, DRM and Property Management) has its own Terms and Conditions, available in English and Portuguese at the bottom of the matching page. To change or cancel a service, contact us by email.

How do I get started?
Send us a message on WhatsApp (+351 914 595 430), email weare@avelino.pt, or use the contact form. Tell us what you need and we will come back with a plan that suits you.