Incasa Private Residence Club

The idea is to feel at home while still having extra comforts, and in general the service delivers that impression. The concierge tries to help as much as possible, though the service is still relatively new and needs some adjustments. The houses are attractive and well equipped, with good quality appliances and their own area in the complex, including pools, a gym, bar, spa, and restaurant. Guests can also use the wider Rio Quente Complex, along with a few more exclusive areas elsewhere. There’s a dedicated van for getting around, but it serves 20 houses that sleep 6 to 12 people each. At busy times, especially early morning and late afternoon, the wait can drag on, which doesn’t fit the experience being promised.

I’ve been an Aviva customer for over two years. In January 2025, I switched to In Casa, and we spent Christmas at our house. It was a really nice time, even though some of the things promised during the sale never happened. The offer included a package with snacks, drinks, and sparkling wine in the exclusive InCasa spaces. When I asked, I was told that had changed. Since then, I haven’t been able to get a response from the supposedly exclusive InCasa support. I’ve been contacting them since 02/01/2026, and today is 04/02/2026. I reach out almost every day, but nobody replies. They sell this as an exclusive concierge service, so this is a complete breach of contract. It’s outrageous. I’m extremely upset by this disregard for customers, especially in the program they call their most premium one. It makes me wonder what service is like for people on Aviva’s simpler plan. What a disgrace, such disregard for the customer. Leandro Ramos

The breakfast was basic, took forever, and still cost a lot. Forty minutes to make a toasted French roll, then charge who knows, maybe 100 reais for it? I can’t believe people actually buy it. What a letdown.

I bought In Casa because I trusted what was promised at the time of sale, especially access to the concierge and the exclusive benefits. But it’s been very hard to reach the concierge, and when I do get through, the help is incomplete and doesn’t resolve what I asked for. Vacation planning was one of the main reasons I purchased this, so I’d really like the company to honor its promises and provide effective support. I’m waiting for a reply so we can get this sorted out satisfactorily.