The UniTrust Guarantee protects tenants throughout the booking process — from payment to move-in. If anything goes wrong, Uniplaces steps in to resolve it.
What is the UniTrust Guarantee?
The UniTrust Guarantee is Uniplaces’ commitment to protecting tenants at every stage of the booking process. It covers payment security, listing accuracy and move-in problems — giving you a layer of protection that you don’t get when booking privately or through general classifieds sites.
The guarantee applies automatically to every booking made through Uniplaces. You don’t need to activate it or apply for it — it’s built into the platform.
What does it cover?
The UniTrust Guarantee covers three main areas:
- Payment security — your money is held securely by Uniplaces and never transferred directly to the landlord before you move in. If something goes wrong, your payment is protected.
- Listing accuracy — if the property doesn’t match the listing at move-in (wrong room type, missing furniture, different bathroom situation), Uniplaces investigates and withholds payment to the landlord until the issue is resolved.
- Move-in problems — if you can’t access the property, or the landlord is unresponsive on move-in day, Uniplaces steps in to mediate and find a solution.
The 24-hour safety period is the practical mechanism through which you activate this protection. You have 24 hours after move-in to report any issues before the landlord receives their payment. See What Is the Uniplaces 24-Hour Safety Period? for the full details.
What is NOT covered?
The UniTrust Guarantee applies to bookings made through Uniplaces. It does not cover:
- Payments made outside the platform — if a landlord asks you to pay by bank transfer, cash or any method outside Uniplaces, those payments are not protected
- Arrangements made directly between tenant and landlord without going through the platform
- Personal preference differences — the guarantee covers factual inaccuracies, not situations where the property is as described but simply not to your taste
- Issues that arise after the 24-hour safety period without prior notification to Uniplaces
How to activate the guarantee if something goes wrong
If you have a problem at move-in, act quickly. Contact the Uniplaces support team within your 24-hour safety period — don’t wait. Document everything with photos or video as soon as you arrive, and describe the discrepancy clearly when you report it.
The key rule: never pay anything outside the platform. Uniplaces will never ask you to make a payment by bank transfer. If anyone claiming to be from Uniplaces or your landlord asks for a direct payment, that’s a scam — report it immediately.
UniTrust vs other booking platforms
Most general rental platforms act as advertising boards — they connect landlords and tenants but take no responsibility for what happens after. Uniplaces actively mediates disputes, holds payments in escrow, and investigates complaints. This is what makes booking through Uniplaces meaningfully safer than booking privately or through unverified channels.
Frequently asked questions
Does the UniTrust Guarantee apply to Instant Booking listings?
Yes — the guarantee applies to all bookings made through Uniplaces, regardless of whether the booking was confirmed through Instant Booking or a standard request. The protections are identical.
What if my landlord asks me to pay outside the platform?
Do not pay outside the platform under any circumstances. Any payment made outside Uniplaces is not covered by the UniTrust Guarantee. Report the request to Uniplaces support immediately — this is against platform rules and may be a sign of fraud.
How long does Uniplaces take to resolve a dispute?
Resolution timelines vary depending on the complexity of the issue. Uniplaces aims to respond to all reported move-in problems within 24 hours of the report being submitted. [VERIFY: confirm current response time commitment]
Does the UniTrust Guarantee cover damage to the property during my stay?
No — the UniTrust Guarantee covers the booking and move-in process. Damage during your stay is a separate matter covered by your rental agreement and any security deposit arrangement with your landlord.
Ready to find your accommodation?
Search rooms and apartments →