At Spotahome, we strive to ensure that your rental experience is as smooth and comfortable as possible. However, we understand that sometimes issues may arise that make your accommodation unsuitable. In such cases, our Relocation Guarantee comes into effect.
When Does a Relocation Apply?
A relocation may be necessary if:
- The property is significantly different from how it was presented on our website.
- The accommodation is in an uninhabitable condition, such as being unclean or having major defects.
- The landlord or property manager is unable or unwilling to resolve important issues within the property.
How Does the Relocation Process Work?
Report the Issue:
- If you encounter a problem with your accommodation, first contact the landlord or property manager to resolve the issue. If they do not respond or cannot fix the problem, contact Spotahome within 24 hours of your move-in. Remember to provide visual evidence (e.g., photos or videos).
Spotahome Intervention:
- Once we receive your report, if the claim is deemed valid, we will give the landlord 36 hours to start addressing the problem. If the issue remains unresolved, we will intervene to find a solution.
Relocation Arrangements:
- If the property is deemed uninhabitable, our agents will immediately assist you in finding a new home. We may cover hotel expenses if needed or proceed with a full refund, depending on your preference.