ARRANGING YOUR ARRIVAL
Once your reservation is confirmed, you will receive the owner's contact details to arrange your arrival at the property, signing of the contract, and payment of the deposit or other costs. If you have not received a reply by email or phone within a week of your arrival, please contact us through the section "My bookings" > Report an Issue.
WHEN YOU GET TO THE PROPERTY
At Spotahome, we try to make our property listings as transparent as possible with high-quality photos, videos, and floorplans. Our Homecheckers know how important it is to make sure you have as much information as possible so you can rent with peace of mind.
As a further step, we provide you with a 24hr guarantee from the time of move-in to tell us if something is wrong with your property.
If you feel the property is significantly different to how it was presented on the website or app, then we can help.
Here's what to do:
- Contact your landlord. Tell them what the problem is. In most cases, landlords will work quickly to fix any issues.
- If the landlord doesn't respond, or you can't come to an agreement with them, please contact us within 24 hours after you move in and tell us what the issue is. It’s important that you do this as we normally transfer the rent payment to the landlord 48 hours after your move-in date if we don’t hear from you./
Please provide us with visual evidence e.g. a photo or video to show us what is wrong with the property, and send it to us. You can do this by logging into your Account and going to ‘My Bookings’ and selecting ‘Report an Issue.’
- We will then give the landlord 36 hours to start taking action to solve the problem. If however the problem remains unresolved we will work with you to find a solution.
If the issue means that the property is in such a condition that you are unable to live in it then our Relocation Guarantee comes into effect.
Our agents will immediately find you a new home, cover any hotel expenses if needed or proceed with a full refund depending upon your choice.