Help for Guests
How Flatio works
What do I have to do to move into a selected rental accommodation?
All the basic information about the booking process on Flatio: See what needs to be done by each side for everything to become official!
Are rentals available on Flatio safe?
Wondering what Flatio does to ensure your safety throughout your whole rental experience? Find out our practices in this article!
How long are the leases I can find on Flatio?
Not sure about stay length limitations on Flatio? Even though we're focused on mid-term rentals, we allow all rental types! See the details…
Are the rental accommodations on Flatio furnished?
Curious about what Flatio properties need to provide? Complete furnishing is a must! Feel free to see the additional details below.
Can I contact the host before I make a booking request?
Do you have any additional questions about the property or would you like to ask the host something else? See how you can contact them!
Can I personally visit the chosen accommodation before moving in?
Would you like to visit the property before making an official decision about booking it? Find out how this works on Flatio!
How many people can move into an accommodation?
Wondering where you can find the accommodation's limitation regarding the maximum number of guests? See our guidance below!
Radim, CEO
Remember that living in a place where you can have peace of mind, even if it's only for a few months, is pretty awesome. Treat your accommodation with respect to get the best review.
How do I know if the selected rental accommodation is available?
Not sure if your chosen property is available within the period you need? In this article, you can learn how to find out!
What is included in the rental price?
Wish to know what's included in the rental prices on Flatio? All the crucial expenses! Use this article to learn all the details.
Does the rental price change according to the length of the lease?
Wondering if you'll get a discount for a longer stay? Well, it's possible! See what it depends on and how you can get the best possible price.…
What if I find out when I move in that the accommodation doesn't match the description?
Are you worried about moving into a property that's not as described on Flatio? Read about our protections and quick solutions!
Have there been any scammers on Flatio? How to recognize them and deal with them?
See our practices for avoiding scammer hosts within or outside Flatio, how to recognize them, and what can be done when you suspect a…
How can I contact Flatio?
This article will tell you about the basic ways how to contact Flatio's Support team, and directly guide you on the possible options.
Booking request
How can I book my selected accommodation?
What does the Flatio booking process look like and how can it be done? See our guidance in this explanatory article!
What is the service fee and why do I have to pay it?
Learn all about the one-time service fee - why it's paid, how it's calculated, and what services we provide you with in exchange!
How long does it take for the host to respond to my booking request?
Hosts on Flatio have time to respond to your booking request. Read how this process works and when you'll know their decision!
What happens after the host approves my booking request?
Wondering what process follows after a host accepts your booking request? The next steps are up to you! Learn more below.
The host has rejected my booking request. What should I do?
What could be the reason for a host rejecting your booking request, and what can you do afterward? Find out in this article!
Daniela from helpdesk
Do you have questions for the host about the apartment or rental itself? Contact them directly from the listing on our site!
The host hasn't responded to my booking request. What should I do?
What if a host doesn't react to your booking request within the 24-hour window? See why it can happen and what you can do about it!
Can I cancel my booking request?
Have you changed your mind about the accommodation after creating a booking request? In this article, you can learn how it can be canceled.
The host suggested changes to my booking. What should I do?
Instead of simply approving or rejecting your request, a host can suggest different dates or a different price. Here's what your options are.
What is instant booking and how does it work?
Some homes on Flatio can be booked right away, without waiting for the host's decision. Here's how instant booking works, what you pay, and…
Lease agreement
Can I read the lease agreement before I sign it?
Use this article to discover when and how you'll receive the official lease, and where you can always find its basic template.
The host has accepted my booking request. How can I sign the lease agreement?
In this article, you can learn how the lease signing works in detail. See our complete guidance on every single step of this process!
How much time do I have to finalize the lease signing process?
Find out how much time you have to complete the lease, what can happen if you don't make it, and what you should do if you need more time.
What happens after I complete the lease signing process?
Wondering what comes after you complete the lease signing process and your booking becomes officially valid? Find out below!
Is it possible to change the data in an already valid lease agreement?
Do you need to change anything on an already valid lease agreement? In this article, you can read how it can be managed!
Daniela from helpdesk
Life is full of unexpected surprises, especially when it comes to household emergencies. But fear not because Flatio’s Stay Benefits cover you with assistance services. Need help fixing that stubborn internet connection or removing a pesky blocked door? Just reach out, and the AXA team will be there to lend a helping hand.
Is it possible to add one or more individuals to the lease agreement?
Not sure how to state other guests' information on the lease? Learn how this can be handled via a procedure accepted even by visa offices!
Is it possible to get a physically signed lease agreement for visa purposes?
Is a digital signature on the lease not enough for your visa application? See how you can get a physically signed copy in this article!
Can I terminate the lease agreement before I move in? (Cancelation policy)
Do you need to cancel an already valid lease agreement? Find out how it can be done and learn all about our cancelation policies!
Can I withdraw from the lease agreement if I find out after moving in that the accommodation doesn't correspond to the listing description?
Want to know your options in case the actual property isn't as presented on Flatio? See our guidance on these extremely rare situations below.…
Can I terminate the lease agreement early (after I've moved in)?
Are you already accommodated but need to leave the property earlier than originally agreed? This article will tell you how to handle it!
Payments
When do I have to pay the rent?
Wondering how the payment due dates are set and why? There's a simple system! Check out our explanations in this article.
What methods can be used to pay the rent?
Not sure about Flatio's payment options or what you should do if your payment doesn't go through? See this article for our guidance!
Can I pay the rent in cash?
Would you like to pay rent in cash directly to the host? Find out when we allow this and what needs to be done for everything to be in order.
In what currency should I pay the rent?
In this article, you can learn what should be done if the host's currency is different than yours. See our recommendations below!
Can I get an invoice or other proof of rent payment?
How does the invoicing work on Flatio and who can provide you with these billings? Read this article to see all you need to know!
Is it possible to change the due dates of payments?
Even though the payment due dates cannot be changed on the lease agreement, there is another option. See more information below!
Is it possible to split the payments among several people?
Would you like to split a rental payment amongst multiple people? In this article, you can find out whether it's possible.
Daniela from helpdesk
We recommend you only communicate via the Flatio system to avoid any future problems or misunderstandings.
Is it possible to pay two rents in advance?
Do you prefer covering more (or even all) rental payments in advance? In this article, you can learn that it's not an issue!
Do I have to pay a deposit or any additional fees on Flatio?
How does Flatio's no-deposit policy work, and why are there some listings requiring a refundable deposit? Find out below!
What if the host requires a deposit?
Curious about deposit payments and Flatio's policies connected to them? Here you can learn all you need to know about this topic!
I have already paid the rent, but the payment still appears as unpaid. Why is that?
Find out how the payments work, how you can recognize if something went wrong, and how to handle any of the possible issues.
How does paying with a saved card work?
Save your payment card with your booking request, and we'll handle the first payment for you the moment the host accepts. Here's how it works.…
How do refunds work?
When a booking doesn't happen or a stay ends early, part of your money comes back. Here's what you get back, where it goes, and how long it…
Move-in and move-out
What should I do before moving in?
Wondering what needs to be done before the property handover? See this article for detailed information about the move-in process!
How does the move-in process work?
In this article, you can find out what happens during your move-in, and see our recommendations for avoiding misunderstandings down the road.
What if the accommodation isn't as described on Flatio or something is wrong?
Are you worried about the property not being as described within the Flatio listing? Don't be! See your safety net for these rare situations.
Ondřej from marketing
Use your personal contacts (email and phone number) when signing up for Flatio. That way we can alert you right away to any important news from Flatio.
How does the move-out process work?
Not sure how to return the property back to your host? See this article for detailed information about the move-out process!
The host hasn't communicated with me and I'm supposed to move in soon. What should I do?
Host not responding? Learn what to do to ensure a smooth check-in. Get help, explore your options, and stay stress-free with this guide!
During the stay
What if an unexpected situation occurs?
Wondering who you should contact in case you encounter any issues during your stay? See our guidance for these rare situations below.
Radim, CEO
If you want your stay to be covered by Flatio’s Stay Benefits on top of standard StayProtection coverage, just select the "Stay Benefits - Powered by AXA" filter option to see those listings that offer this. Happy renting!
Coronavirus vs. Flatio
StayProtection for Guests
What does StayProtection for Guests include?
In this article, you can find out what security services you have at your fingertips thanks to Flatio's exclusive guest protection!
What is Flatio's Move-in Guarantee and how can I use it?
Our special Move-in Guarantee is your safety net for issues during your move-in. In this article, you can learn how it works in detail!
What are Stay Benefits for Guests and when do they apply?
Do you have any questions regarding our Stay Benefits coverage? Find out how it all works, what's covered, and when it's included in your stay…
Daniela from helpdesk
There is a 24-hour deadline for finishing the lease signing process – including the first rent payment. If you don’t meet the deadline, the host can cancel your whole booking!
Is my stay as a guest always protected or are there exceptions?
Here you can learn all about our protection packages, including information about how you're always covered and what security measures can…
How can I get help from AXA Assistance regarding Stay Benefits for Guests?
Wish to claim any Stay Benefits coverage during or after your stay? In this article, you can see our guidance on every possible situation.
What can I use the 24/7 emergency line for?
Who provides you with the 24/7 emergency line, how does it work, and what can it be used for? Find all these details below!
