Privacy Policy


In this privacy policy, we address the personal information related to your use of the PortoComfort Platform. Depending on where you live and what you are doing on the PortoComfort Platform, the complementary privacy pages listed below may apply to you. Follow the links and review the complementary information that describes how we process personal information for those regions and services.

Personal information we collect.

Information necessary to use the PortoComfort platform. We collect personal information about you when you use the PortoComfort platform. Without it, we may not be able to provide all the services you request. This information includes the following:

  • Contact, account, and profile information. Such as your first name, last name, phone number, postal address, email address, date of birth, and photo, some of which will depend on the features you use.

  • Identity information. When applicable, we may ask you for a picture of your official identity document (in accordance with applicable laws) or other verification information. If you provide us with a copy of your identity document, we will use the information contained therein.

  • Payment information. Such as payment account or bank account information. If you are not a user on PortoComfort, we may receive payment information related to you, such as when a user on PortoComfort provides their payment card to complete a reservation.

Information you voluntarily provide. You may choose to provide us with additional personal information, which includes:

  • Additional profile information. Such as gender, preferred languages, city, and personal description.

  • Information about others. Such as a payment instrument or contact information belonging to another person or information about a travel companion. By providing us with personal data about third parties, you certify that you have permission to provide that information to PortoComfort for the purposes described in this Privacy Policy, and that you have shared PortoComfort's Privacy Policy with them.

  • Other information. For example, when you fill out a form, add information to your account, respond to surveys, post in community forums, participate in promotions, communicate with our PortoComfort customer service, import or manually write contacts in your address book, provide your address and/or geolocation, or share your experience with us. This may include health information if you choose to share it with us.

Automatically collected information through the PortoComfort platform and our Payment Services. When you use the PortoComfort platform and Payment Services, we automatically collect certain information. This information may include the following:

  • Geolocation information. Such as precise or approximate location, determined from your IP address, your mobile GPS, or other device, or other information you share with us, depending on your device settings. We may also collect this information when you do not use the app if you enable it through your device's settings or permissions.

  • Usage information. Such as searches for Listings, reservations made, additional services added, dates and times of access, pages you viewed or interacted with before or after using the PortoComfort platform, and other actions taken on the PortoComfort platform, including the pages or content you view and the links you click on third-party applications. We may collect this information even if you have not created an account on PortoComfort or logged in.

  • Device information. Such as IP address, hardware and software information, device information, device event information, unique identifiers, error data, and read receipts. We may collect this information even if you have not created an account on PortoComfort.

  • Payment transaction information. Such as the payment instrument used, date and time, payment amount, expiration date of the payment instrument, billing postal code, PayPal email address, IBAN information, your address, and other details related to the transaction.

Information we collect from third parties. We may collect personal information from other sources, such as:

  • Third-party applications. If you choose to link, connect, or log in to the PortoComfort platform with a third-party service, such as Google, Facebook, and WeChat, you instruct that service to send us information, such as your registration, your friends list, and your profile information, as controlled by that service or as you authorize through that service's privacy settings. If you decide to connect a smart lock to your PortoComfort account, we may collect information about the smart device, such as registration or event information and device information.

  • Background information providers. For Members in the United States, to the extent permitted by applicable laws, we may obtain, for example, criminal background reports, sex offender records, and other information about you and your background. In the case of Hosts in India, to the extent permitted by applicable laws, we may conduct criminal background checks. For Members outside the United States, to the extent permitted by applicable laws and with your consent, when required, we may obtain police, criminal, or sex offender background verification. We may use your information, including your full name and date of birth, to obtain such reports.

  • Invitations to business products and account management. Organizations that use our business products may send personal information to facilitate account management and invitations to use business products.

  • Complainants. If a Host, Guest, or third party files a complaint about you, we may receive information related to the specific complaint made to understand and, if applicable, address the complaint.

  • Financial institutions. If you choose to pay with funds from your bank account, we may receive certain information from your financial institution, such as bank account details and account balance.

  • Flexible Payment Plans and Financing Providers. If you choose to purchase a reservation and pay in an installment payment plan, we may receive certain information from the external provider, such as the payment schedule and actual payments in the authorized payment plans.

  • Other sources. To the extent permitted by applicable law, we may receive additional information about you, such as references, demographic data, and information to help detect fraud and security issues from third-party service providers, other third parties or partners, or Members and any other person, entity, or authority, and combine it with the information we have about you. For example, we may receive results from criminal background checks or fraud warnings from identity verification service providers to use in our processes for fraud prevention, security investigations, or risk assessment. We may receive information about you and your activities inside and outside the PortoComfort platform, including from PortoComfort users, members of the public, or government, public, or tax authorities, or about your experiences and interactions from our partners. We may receive health information, which includes, but is not limited to, health information related to contagious diseases.

Providing, improving, and developing the PortoComfort platform. We may process this information to:

  • allow you to access the PortoComfort platform and make and receive payments,

  • enable you to communicate with others,

  • process your requests,

  • conduct analysis, debugging, and research,

  • develop and improve our products and services,

  • provide customer service, training,

  • send you messages, updates, security notices, and notifications about your account,

  • process, manage, or evaluate insurance claims or similar,

  • determine your country of residence based on the automated review of your account information and your interactions with the PortoComfort platform,

  • configure and personalize your experience based on your interactions with the PortoComfort platform, your search and reservation history, your preferences and profile information, and other content you submit, and

  • allow you to use our accommodation products and services.

Protecting the PortoComfort platform and the Community. We may process this information to:

  • detect, prevent, assess, and address fraud and security risks,

  • verify or authenticate the information you provide, including identity information, as described in Information necessary to use the PortoComfort platform,

  • conduct checks with databases and other sources of information, including criminal background checks,

  • comply with our legal obligations, protect the health and well-being of our Guests, Hosts, Host employees, and members of the public,

  • enforce our agreements with third parties,

  • determine eligibility for certain types of reservations, such as Instant Booking,

  • comply with the law, respond to legal requests, prevent harm, and protect our rights (see Comply with the law, respond to legal requests, prevent harm, and protect our rights),

  • evaluate your interactions with the PortoComfort platform and the information obtained from third parties.

In certain cases, automated processes, which analyze your account and activities on the PortoComfort platform, as well as the information related to activities inside and outside the PortoComfort platform that may be associated with you, may restrict or suspend your access to the PortoComfort platform if those processes detect activities that may pose a security risk or other type of risk to PortoComfort, our community, or third parties. Get more information about how our system determines if certain reservations may pose a high risk for incidents here. If you want to challenge automated decisions, please contact us through the Contact Information section that appears on this page.

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