Need help? Write to us at soporte@kaeliapps.com. You can write in English, Spanish, French or Portuguese; we reply as soon as possible, on business days.
If you are writing about a booking, include the property name and the dates. Never send us passwords or card details.
Guest FAQ
Who receives my booking? The host of the property. AlojaConmigo is the tool they use to receive direct bookings; the accommodation agreement is between the two of you.
Is my booking confirmed? Not yet when you send the request: the host has to accept it. We will email you, and you can check the status through your “My booking” link.
How do I pay? Who do I ask for a refund? You pay the host directly, with the details shown in “My booking” (for example, SINPE Móvil or bank transfer), and you can upload your receipt there. AlojaConmigo does not receive payments: any refund or date change is agreed with the host, under their cancellation policy.
How do I talk to the host? From the property page or from “My booking”: by WhatsApp if the host shows it, or with the contact form. You can also reply to your booking emails.
I lost my “My booking” link. Look for it in the email you received when you sent the request. If you cannot find it, ask your host.
Host FAQ
How do I manage my subscription? In the app, under Settings. To cancel it or ask for a refund, go to the subscription settings of the App Store or Google Play: that is where you were charged.
How do I delete my account? In the app: Settings › Account › Delete account. See delete your account.
Report abuse
If you see a fake listing, a scam attempt, offensive content or misuse of your data, write to soporte@kaeliapps.com with the page link and what happened. We will review the case and may remove the content or suspend the account. If you are in danger or have been the victim of a crime, contact the authorities first.