Uniplaces strives to make sure the photos and information you see in our listings accurately represent what you will find when you arrive in your new home. We created the 24-hour safety period to protect our students and to make sure they are compensated in case something goes wrong.
In the unlikely and unfortunate event of arriving only to find a place that looks completely different from the one you booked, or if it has different conditions from the ones that were included in the listing, please let us know within 24 hours of your move-in date so we can investigate and withhold the rent transfer to the landlord.
Are you having a problem with your move-in?
We’re very sorry that you’re having an issue with your move-in. If you’re still within the first 24 hours of your official move-in date, you can easily file a complaint on your dashboard. Simply follow these steps:
- Access your dashboard;
- Click on "Booking requests";
- Select "Report issue";
- Choose the most appropriate option and describe your issue in more detail. The more detailed you explain the issue, the faster we will be able to understand it and help you;
- Click on the "Report issue" button.
We will answer you back as soon as possible to help you in any way we can.
Important: Please keep in mind that we can only help you within the 24 hours of your move-in date, so it is essential that you report your issue within this time. After these 24 hours, your first rent is transferred to your landlord.
Tip: Make sure to collect evidence (photos and videos) to support your complaint, as we will request it at a later stage. Also, try to discuss your issue with your landlord before filing a complaint so they are given the opportunity to fix it.
For emergencies, you can also get in touch with us by phone, 7 days a week from 9am to 6pm (WET/WEST).
Country Phone Number
Portugal +351 211 143 939
Spain +34 912 661 959
Italy +39 0260 063 001
Germany +49 3022 383 647