Question 1

How do I book a property?

Accepted Answer

Browse the collection, choose your dates and send a request. Nothing is charged at this stage. We reply within 24 hours with the confirmation and a payment link.

Question 2

What payment methods do you accept?

Accepted Answer

Payment is by credit or debit card (Visa, Mastercard, American Express), processed securely through Stripe. We do not take cash or bank transfers.

Question 3

What is the cancellation policy?

Accepted Answer

Every home in the collection currently uses the same policy. Cancel five or more days before check-in and you are refunded in full; cancel inside those five days and you are refunded half. If the host or KIVO cancels, you are always refunded in full. The policy that applies to your stay is shown before you pay and saved with your booking.

Question 4

Is my payment secure?

Accepted Answer

Yes, all payments are encrypted and processed through Stripe, a PCI-compliant payment processor trusted by millions of businesses worldwide.

Question 5

How are properties selected for KIVO?

Accepted Answer

Every property is personally visited and vetted by our team. We look for exceptional design, prime locations, and hosts who share our passion for hospitality.

Question 6

What amenities are included?

Accepted Answer

All properties include essentials: WiFi, fully-equipped kitchens, quality linens, and toiletries. Many offer pools, gardens, and stunning views.

Question 7

Can I request early check-in or late check-out?

Accepted Answer

Yes, requests can be made through your host. Subject to availability, there may be an additional fee.

Question 8

What are Off-Calendar deals?

Accepted Answer

Windows that open when a home is unexpectedly free: a cancellation, a gap between stays, a season closing. Each window carries its own dates and its own rate, published as it appears. There is no fixed discount and no fixed schedule.

Question 9

How often are new Off-Calendar deals added?

Accepted Answer

There is no schedule. A window appears when a home has one. Subscribe to the newsletter and we will let you know when one opens.

Question 10

How do I list my property on KIVO?

Accepted Answer

Apply through our "Join the Collection" page. We'll review your property and, if it meets our standards, schedule a visit.

Question 11

What are the fees for hosts?

Accepted Answer

From 15% of the accommodation total on confirmed bookings, depending on the service tier: 15% when we handle the listing and payments, 25% for full management, 30% for concierge-plus. Cleaning is passed through separately. No listing fees and no monthly subscriptions.

Question 12

How do I manage my calendar and pricing?

Accepted Answer

Through your host dashboard, you can update availability, set prices, and sync with external calendars via iCal.

Question 13

Which islands do you cover?

Accepted Answer

Madeira and Porto Santo, the two islands of the archipelago where we work.

Question 14

What's the best time to visit Madeira?

Accepted Answer

Madeira enjoys mild weather year-round. Spring (March-May) offers flowers, while summer (June-September) is warmest.

Question 15

Do I need a car to explore?

Accepted Answer

Recommended for flexibility, especially in rural areas. Some properties offer transfers. Public transport is limited but improving.

What you might be wondering.