Help Center

Check In

Will Fiction assist me during my check-in?

Fiction is an intermediary between landlords and tenants and therefore will not be present at the check-in. However, if any issues arises you can contact us for assistance.

As it is stated per our terms and conditions: The Tenant has a period of 24 hours after he/she moves in, within which the tenant can inform of all the structural defects of the accommodation, or if the property is lacking something that was included in the listing.

If there are complaints from the Tenant, the Landlord will have to fix those structural defects or any lack that the accommodation might have that was included in the listing. In any case, a member of the Fiction team will, at Fiction’s discretion, check the circumstances on a case by case basis.

What happens when I arrive at the property?

When you arrive at the property you will pay the deposit to the landlord, unless you have done so previously. In order to see the payment method of the deposit, please check the “Landlord Policies” section of the ad.

Furthermore, you need to bear in mind that you have 24 hours from the time you check in to inform us of any structural defects or anything that was lacking at the accommodation that was mentioned in the ad.

In order to do so, you need to send an email to [email protected] with visual evidence of the issue before the period of the 24 hours after your check-in has expired.

When do I need to pay my deposit?

In most cases, you will pay the deposit directly to the landlord when you arrive at the property.

Sometimes the landlord will ask for the deposit before your arrival date, which you can pay via bank transfer or other methods mentioned in the Landlord Policies section.

Who do I contact if I have an issue after I move into the flat/room?

If you have an issue with your landlord, condition of the room/flat, etc. please send us an email at [email protected], we will be pleased to help you out and find the best solution for your case.

What happens if I moved into a Fiction property and I don’t like it?

We would advise you to only book the property if you are sure about your decision, because once you check into the property there are only very specific circumstances under which you could be fully refunded. You will have a 24 hour period to inspect the property for major defects, and if there is a defect that makes the property inhabitable, you would be fully refunded.

We also assure that the property is as described on our website. Therefore, if what you find when you arrive is significantly different than what was described and shown on our website, it could qualify for a refund. For more information, please refer to our Refund Policy (www.fiction.com/terms-and-conditions).

Bear in mind, that it will always be the Fiction Complaints Department who will analyze and resolve the case, based on the visual evidence you provide them via email at [email protected]

For less serious issues, while we would not offer a refund, we can tell you that all of the landlords who work with Fiction are generally willing to fix those issues within a reasonable time frame.

If you decide not to sign the lease for a subjective reason that doesn’t fit into one of the two above circumstances, the landlord will not refund the first month’s rent that you paid to reserve the room (at this point the booking fee is no longer refundable).

That is why we suggest that you only book a room that you are fully content with. However, if you face extreme circumstances, while we cannot guarantee a refund, we do aim to make sure our tenants are treated fairly and will try to help you in that situation. If you have an issue or complaint please let us know!

When do I get my deposit back?

The deposit will be returned to you at the end of your stay if you haven’t violated any terms of the agreement that you have signed with your landlord. If you do not receive your deposit back within a considerable time amount, please make sure to contact your landlord regarding such issue.

If you do not receive an answer from your landlord within a week, then please send an email to [email protected]. We would be pleased to help you!

What if the property I move into is not in good condition?

When you move into the property you have 24 hours from the time you check in to inform us of any structural defects or lacking accommodation.

In order to do so, you need to send an email to [email protected] with visual evidence of the issue before the period of 24 hours have expired.

If I rent a room and have a dispute with my flatmates, what should I do?

In the case of a dispute with your flatmates, you should try to solve it directly with your landlord and your flatmates.

Bear in mind that Fiction is not responsible for any situation that occurs after you sign a lease contract with the Landlord.

What if I want to leave before my move out date?

In this case, the cancellation policies stated in the lease contract signed with the landlord will apply.

Usually, landlords will be okay with a 30 days notice, however, it all depends on your landlord and you run the risk of not getting your deposit back.

That is why we always recommend booking for the time period you are sure you will be staying for.

What If I want to extend my stay once in the flat?

Your room/flat will be listed as available on Fiction from the date that your booking ends.

This is the reason why we always recommend to book the property for the whole of your stay so as to avoid that somebody else rents it.

Is it 100% that the landlord will return my deposit at the end of my stay?

Like any other security deposit, it will be returned to you at the end of your stay if you haven’t violated any terms of the agreement that you have signed with your landlord.

How can I file a complaint about a property?

In case you encounter a structural defect or something lacking at the accommodation after you move in or you face a conflict of another nature, you can ask for assistance or file a complaint with our Complaints Department by sending an email at [email protected] with the issue you are experiencing and some visual evidence.

To inform us of these kinds of situations you have 24 hours from the time of your move in date.