If your accommodation doesn’t match the listing at move-in, contact Uniplaces immediately within the 24-hour safety period. Document everything with photos — this is your most important step.
Step 1 — Document everything with photos or video immediately
The moment you notice a problem, take photos or short videos. Do this before unpacking or settling in — you want a clear record of the property’s condition at the exact moment of move-in.
Capture the specific issue clearly — the missing furniture, the shared bathroom that was listed as private, the damage to the walls. Also photograph the rest of the property so you have a complete record. Timestamped photos are the strongest evidence you can provide.
Step 2 — Contact Uniplaces within the 24-hour safety period
Go to uniplaces.com/contact and report the issue as soon as possible — don’t wait. The 24-hour safety period starts from your confirmed move-in date, and any issues reported after it closes cannot be processed under this protection.
When you contact support, include:
- Your booking reference number
- A clear description of what the listing stated and what you actually found
- Your photos or videos as evidence
Step 3 — What Uniplaces does next
Once your report is received, Uniplaces contacts the landlord and withholds the first month’s rent until the issue is investigated. The landlord does not receive payment while the case is open.
The support team reviews the evidence from both sides — your photos, the landlord’s response and the original listing content. Based on this, they work towards a resolution, which may include a partial or full refund, or arranging alternative accommodation.
What counts as a valid problem?
The 24-hour safety period covers significant factual discrepancies. Valid problems include:
- Room type is different from the listing — shared room listed as private, or studio listed as a one-bedroom
- Key furniture or appliances shown in listing photos are absent
- Bathroom stated as private is actually shared
- Property is uninhabitable — severe cleanliness issues, no heating in winter, structural hazards
- Cannot access the property at all
What if the issue is minor?
Not every difference between a listing and reality qualifies for the safety period. Minor variations — a slightly smaller wardrobe than shown in the photo, a different colour of furniture, light wear and tear — are generally not covered.
The threshold is whether the issue significantly affects your ability to live in the property as described. If you’re unsure, report it anyway and let the Uniplaces team assess it. It’s always better to report and have it reviewed than to stay silent and lose the protection window.
What if the landlord disagrees?
If the landlord disputes your claim, Uniplaces mediates based on the available evidence. The original listing content — photos, description, amenities listed — is used as the benchmark. This is why clear, timestamped photos from move-in are so important.
If the landlord is unresponsive or refuses to engage, Uniplaces will make a decision based on your evidence alone.
Frequently asked questions
What if I only notice the problem after the 24-hour window closes?
Contact Uniplaces support regardless. While the formal safety period has closed, the team can still assess the situation and may be able to assist depending on the severity of the issue. Acting quickly is always better — don’t delay reporting a problem.
Can I move out immediately if the property is unacceptable?
If the property is genuinely uninhabitable, contact Uniplaces support immediately. Do not arrange alternative accommodation privately before speaking to support — the team needs to be involved in any resolution for your protections to apply.
What if the landlord asks me to sort it out directly with them?
Always go through Uniplaces for any move-in dispute. Resolving issues directly with the landlord outside the platform means your UniTrust Guarantee protections no longer apply. Keep all communication on record through Uniplaces.
How long does Uniplaces take to resolve a move-in issue?
Uniplaces aims to respond to all move-in reports as quickly as possible. The resolution timeline depends on the complexity of the issue and how quickly the landlord responds. Contact the support team for updates on your specific case.
Still need help?
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