HELP & FAQ
Welcome to Flat-Club Help and FAQ Center
Use the links below to find the answers to our Frequently Asked Questions.
For any additional questions, please go to the Contact Us Page.
Questions:
Hosts
Getting Started
What does Flat-Club have to offer?
How can I invite friends to use Flat-Club's services?
How can I add friends to my club?
Account & Settings
How can I view/edit my personal profile?
How can I unsubscribe from newsletter emails?
Can I upload any photo formats and size?
Additional Host Questions
Am I obligated to host a guest who has sent me an inquiry?
How does contacting guests work?
How does the cancellation policy work?
How do I answer guests' queries?
Am I allowed to sublet my flat if I'm renting it?
What will be the transaction fees when getting the money from Flat-Club?
Guests
Getting Started
How do payments work in Flat-Club?
What does Flat-Club have to offer?
How can I invite friends to use Flat Club's services?
How can I add friends to my club?
What are the booking commissions?
Account & Settings
How can I view/edit my personal profile?
How can I unsubscribe from newsletter emails?
Can I upload any photo formats and size?
Additional Guest Questions
How long will it take to get an answer from the hosts?
I sent an inquiry to the host and haven't heard back yet. What should I do?
How does cancelling your booking before payment work?
How does cancelling your booking after payment work?
When will my money be transferred to the host?
Is it safe to pay for my accommodation online?
How do I leave feedback for the host?
Do I need to clean the flat when I leave?
Can I use the telephone in the flat? What about other amenities?
Any Other Business
How can I see what Clubs currently exist in Flat-Club?
I have paid with a foreign currency (Dollars, Euros), In what currency will I receive my money?
How will the keys to the flat be transferred between the host and the guest?
Who is responsible for the additional services?
Answers
Flat-Club is an exclusive network for short term renting between alumni and students of top universities and companies. We aspire to create trust by enabling renting between people of similar backgrounds and lifestyles, and between members of shared social networks. We call it “Clubs”. When a host posts a flat, they can choose which club members can view their flats. When a guest finds a flat, they send a booking request for the host to approve. If the host confirms the booking within 24 hours, then the booking is done! However, if the host takes longer than 24 hours, the guest will need to enter their card details again to confirm the booking.
You can choose how to receive your money from the following three payment methods:
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Direct transfer to your bank account
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Cheque by mail
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PayPal account
Each payment method has a small transfer fee, but direct transfer to a UK bank is free!
Check the "Edit Profile" page for updated prices
Our website is designed to give you a safe, easy and secure renting experience. We offer a unique solution to create a trustworthy environment between hosts and guests. Each host can choose to rent their flat to specific club members. For example, you may allow everyone to see your flat listing, only MBA students in London or students from a certain University; the decision is yours! We are the only short term letting site that gives you the option to choose who sees your flat listings and who can book it, giving you a safer option for renting. However, we do not provide a screening service for our guests. Read our terms and conditions for more info.
With regards to payment security, we work with Sagepay who take care of all the security issues for us. Sagepay is a world leader in online commerce. Your credit card details will not be kept with us at any time, we guarantee it.
Posting your flat on our site is completely free! We only charge guests a commission on completed transactions. Click here to check our commission tariffs When we transfer the money to your account, we charge a small transaction fee on some methods, but a UK bank transfer is completely free!
What does Flat-Club has to offer?
Our services are made for world-wide travellers looking for suitable and convenient accommodation. Guests enjoy convenient accommodation for a reduced price, enhanced by being able to live like a local. Renting a flat will make you feel at home as opposed to staying in the average small hotel room. Hosts are invited to make use of their empty rooms or flats in order to make extra cash when travelling. To increase trust in the renting experience, we developed a unique solution to enable renting between friends and friends-of-friends through our clubs system.
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The first rule of FLAT-CLUB is that you HAVE TO talk about FLAT-CLUB.
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The second rule of FLAT-CLUB is that you HAVE TO talk about FLAT-CLUB.
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If you rent your flat, make sure it is to someone you trust – a Flat-Club member.
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The first to complete the booking – gets the flat.
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No personal contact details are allowed in messages before booking is completed.
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We are here to help you – contact us with any question.
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You can invite as many friends as you want for your club, but they cannot invite others.
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For each booking completed by friends you invited – you earn cash!
How can I invite friends to use Flat Club's services?
You can add friends to your club through the Flat-Club Refer a Friend page by:
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Sending them an email with a personal message
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Uploading your personal email address book
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Sharing a link on social networks like Facebook and Twitter
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For every completed booking your friends do - you earn cash!
How can I add friends to my club?
You can add friends to your club through the Flat-Club Refer a Friend page by:
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Sending email
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Uploading your personal email address book
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For every completed booking your friends do - you earn cash!
Notice that your friends can't invite more friends to your clubs, only to clubs to which they are directly related. We do this to keep trust in our clubs.
What are the booking commissions?
The booking commissions in Flat-Club are determined according to the length of the booking period; i.e. number of nights. Our booking commissions are already included in the price that you see in the search results- what you see is what you get.
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Up to 30 nights of stay - 15%
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Up to 120 nights of stay - 6%
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More than 120 nights of stay - 5%
There are two types of payments: payments received and payments given. You'll be able to access your payments through the My Payments button in the left sidebar when you're logged in.
You can do it through the Edit Profile in the left sidebar.
During the user registration you'll be asked to provide your club email address. After registration is finished, you can join additional clubs. In the left sidebar menu, go to Join Clubs. On this page you can enter additional clubs that you belong to. For each club, you will be required to authenticate your email address.
A club email address is your academic or professional organization email. We use this email address to relate you to the relevant club. For example, if you study in London School of Economics (LSE), you can use your LSE email to sign up for the LSE Club. All you need to do is either register it during the sign up process or later by using the 'Join Clubs' link through your account. By signing in to the LSE Club, you will have access to more flats across the UK in which the hosts have chosen LSE Club as one of the clubs eligible to rent their property.
How can I view/edit my personal profile?
You'll be able to access your profile details through the Edit Profile link in the left sidebar menu.
By sending an email to Flat-Club: Contact Us.
How can I unsubscribe from newsletter emails?
By changing your contact preferences through the Edit Profile link
Can I upload any photo formats and size?
Photos can be up to 1 Mb in size. Photos need to be one of the following types: JPEG (JPG), BMP, GIF. The first photo will be displayed in the search result. It is recommended to load a photo of the living room or another place in your flat which transmits a feeling of warmth and welcome.
Am I obligated to host a guest who has sent me an enquiry?
Of course not! You decide to whom you would like to rent your place. You can check the profile of any enquiring guests and feel free to ask them for more information in a message before you decide. You can also choose your guests from the certain clubs that they belong to. Just remember, no direct contact details are allowed until booking is completed, so please use our email service.
How does contacting guests work?
Contacting guests is done only via the official Flat-Club website. After a booking has been completed, you will receive an email from Flat-Club with the guest's contact details (email and phone number).
How does the cancellation policy work?
We have 3 types of cancellation policies for you to choose from. Follow the link to learn more.
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24 hours' notice: Money back 24 hours before check-in
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7 days' notice: Money back 7 days before check-in
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30 days' notice: Money back 30 days before check-in
10% transaction fees are non-refundable
There are four ways to get paid:
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UK bank transfer
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International bank wire transfer
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Cheque
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PayPal
You can choose the method of payment, through the user profile page. Please take our transaction fees into account.
We will transfer your money 72 hours after the check-in date, unless the guest complains of fraud. Read our terms and conditions to learn more.
Follow the Post Your Place button available in the upper menu of every page.
You can remove a flat through My Postings button in the left sidebar menu.
Go to My Postings, choose the relevant flat, and click the Edit button.
Go to My Postings, choose the relevant flat, and click the Edit button. Follow the instructions on the page.
How do I answer guests' queries?
You can answer any queries through your Inbox. Remember that sharing personal contact information is not allowed.
You can pay with credit card (Visa, Master Card, American Express) or Paypal. We process the payments with Sagepay, a world leader payment process company, which protects your credit card details.
You can order our cleaning services (available in most cities), provided by a third party to get your flat shiny and spotless. In addition, we expect the guests to return the flat exactly the same way that they get it.
Am I allowed to sublet my flat if I'm renting it?
You must check your renting contract. If you are not sure, it is best to ask your lawyer, agency or the landlord.
Nothing! Our service is completely FREE for the hosts. The only charge that will be deducted from your payment is the payment transfer fee according to the type of payment you have chosen. UK bank transfer is free!
Check Edit Profile page for updated prices.
This is part of our concept of being a trustworthy website.
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Up to 30 nights stay - 15% commission added to the host price
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Up to 60 nights stay - 10% commission added to the host price
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More than 60 nights stay - 6% commission added to the host price
What are the booking / transaction fees?
As a host, you can post your flat for free. We will add our commission on top of the price that you have entered.
The only charge is the transaction fee for your preferred method.
As detailed in your profile page, the transaction fees are as follows:
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Bank transfer - Free. We transfer the money to your account for free.
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Paypal transfer - we deduct the fee charged by Paypal. Up to 4%.
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Cheque - we charge 30 GBP.
Please tell us what your preferred method is through Edit Profile page.
How long will it take to get an answer from the hosts?
On average, a response is given within 24 hours. If a host does not answer after 48 hours or so, you are welcome to send them a reminder. This can be done in my account, inbox, reply.
I sent an enquiry to the host and haven't heard back yet. What should I do?
Hosts receive multiple enquiries every day and sometimes there can be delays in their response or they could have just missed your enquiry. Feel free to send a follow-up message to remind them after a reasonable time.
When you receive a transaction confirmation then the booking is completed. An email will be sent by Flat-Club to the guest confirming the booking. This is usually done shortly after the guest pay for the booking.
How does cancelling your booking before payment work?
Guests may cancel the booking of the flat before the payment has been made. This will be done on your account, without any charge.
How does cancelling your booking after payment work?
See our cancellation policy. It depends when the cancellation was made with regards to the check-in date and the cancellation policy selected by the host. Flat-Club commission is non-refundable.
When will my money be transferred to the host?
In order to keep your money safe, we will transfer the money 72 hours after the check-in date. This will allow you to contact us with any problems before money is transferred to the host.
Is it safe to pay for my accommodation online?
Payments online via Flat-Club are very safe. We don't store your credit card information. Once you pay, you'll get a confirmation email for your booking but payment is not released to your host until 72 hours after you check-in.
How do I leave feedback for the host?
You can always write a review about your experience - to do this click the Reviews link in the left sidebar menu and then choose 'Write review' on an appropriate booking. The best things to include are comments about flat location, nearby amenities, quality of the flat and helpfulness of the host as well as any other information you thing future guests will find useful. This will enable people to read your review on the flat and host when they come to book the flat in the future. If the flat was great – share it!
Do I need to leave the flat clean when I leave?
Cleaning the flat isn't the guest's responsibility. Nevertheless, it's always recommended to keep the place in the same order as it was given to you.
Contacting the hosts before a booking has been made can be done only through the tools given to you in the Flat-Club website. You can contact the host by pressing the 'Contact Host' button in the 'Flat Page'. After a booking has been made, you will receive an email with all of the host's details (email address, flat address, phone number, etc.)
In which currency will I receive my money?
When hosts post flats, they select the currency - Dollar, Euro, or Pound. We will transfer the host the payment in the same currency.
Who is responsible for the additional services?
The providers of the additional services are the ones responsible for them. Flat-Club is doing everything to ensure attractive prices and good service, however we cannot be responsible for these services. Please check out terms and conditions for more info.
How will the key to the flat be transferred between the host and the guest?
The host is in charge of letting the guest know how the key will be transferred upon check-in/check-out.
Some recommendations from our experience:
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Upon check-in: With the neighbours, with a friend that will meet the guests, or in a nearby shop.
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Upon check-out: The most common method is for the guest to drop the keys into the built in mailbox, found in most flats.
Can I use the telephone in the flat? What about other amenities?
We recommend all flat hosts to leave detailed instructions for the guest. In these instructions, the host should tell you what limitations there are for the use of the amenities, such as the phone line.
How can I see what Clubs currently exist in Flat-Club?
In the homepage, press any of the clubs' pictures or text in the bottom left corner. A page will open that will show you the different clubs that are currently open in Flat-Club. Or just click here.
If you didn't find your club, contact us to add it.
Currently, only we can open new clubs for you. If you belong to an academic, professional or a different network and you would like us to open it for you, use the Contact Us page to do so.