Although we assume that you won't encounter any unusual situations during your stay, we want to make sure you are protected and can move in with confidence.
Since the lease agreement is concluded directly between you and the landlord, it's desirable that you explain to them any requirements or problems that may arise. Whether it's a broken cooktop, a malfunctioning washing machine, a clogged garbage disposal, or the possibility of an earlier move-out or extension of the lease agreement. The landlord is the competent person who's expected to solve everything as soon as possible and to your full satisfaction.
If your reservation includes Stay Benefits and you are dealing with an insured issue (e.g. a household appliance is not working properly), you can reach out to AXA Assistance directly. You can find contact information for their 24/7 support in the “Contact” section of your profile.
You can of course also contact Flatio's Customer Care team with your concerns or problems, but the whole process of problem solving is delayed because it's solved through an intermediary and not directly with the landlord or AXA Assistance, as it would be desirable.
However, there are some situations when the best option is to contact our Customer Care team. These are mainly moments when the landlord violates some terms and conditions of the lease agreement or you get in a dispute. Not only you, but also the landlord has some responsibilities due to the lease agreement, and if they don't fulfill their obligations, you should definitely assert your rights and we’re here to help you with that.
