When you accept a booking request, Uniplaces takes the tenant’s payment — the first rental payment, the Uniplaces service fee and, where your listing has one, the holding deposit (a sum that reserves the accommodation; not a damages deposit). The booking is confirmed only once that payment succeeds; you then receive the tenant’s contact details by email. Uniplaces transfers the first rental payment to you, minus commission, within two business days of the move-in date, once the 24-hour Safety Period — the tenant’s 24 hours after the move-in date to report a problem to Uniplaces — has passed without a help request.
What happens when you accept
The tenant gave their payment details when they sent the request. When you click Accept:
- Uniplaces charges the tenant’s payment method for the first rental payment, the Uniplaces service fee and, where applicable, the holding deposit
- If the payment succeeds, the booking is confirmed and the dates are blocked on your calendar; any other pending requests for that same period are automatically declined
- You receive an email with the tenant’s contact details and a booking summary
- The tenant receives a confirmation email with your contact details and move-in information
You do not need to take any manual action. A booking is confirmed only when it has been both accepted by you and paid by the tenant — if the payment does not succeed, the booking is not confirmed.
You are bound once the booking is confirmed
Before accepting, check that the price, availability and facilities on your listing are correct. Once you accept and the tenant pays, you are bound to provide the accommodation for the confirmed dates, at the listed price, and the property, its condition and its facilities must not be materially different from your listing. If they are, the tenant may complain and cancel, and may be entitled to a full refund.
What information you receive
Your booking confirmation email includes:
- The tenant’s full name, email address and phone number
- Their confirmed move-in and move-out dates
- A summary of the booking and payment details
You can also access this information at any time from your Personal Dashboard → Bookings → select the confirmed booking.
When do you get paid?
Uniplaces holds the first rental payment and transfers it to you, minus commission, within two business days of the move-in date, once the 24-hour Safety Period has passed without a help request from the tenant. Where your listing has a holding deposit, it is transferred together with the first rental payment.
The Safety Period gives the tenant 24 hours after the move-in date to report a problem to Uniplaces. If the tenant submits a help request in that period, the payment is held while Uniplaces reviews the case, and released once the review is complete. You do not need to do anything to trigger the payment.
The Uniplaces commission — a percentage of the booking value plus VAT — is deducted from this first transfer. See How and When Does Uniplaces Pay Landlords?.
Who pays whom, through what, and when
Paid through Uniplaces: the first rental payment, the Uniplaces service fee and, where your listing has one, the holding deposit. These are charged when you accept. The first rental payment and the holding deposit are transferred to you as described above; the service fee is Uniplaces’ fee and is not passed on to you.
Paid directly to you: everything else — the security deposit, any admin fee, rent paid in advance and monthly rent from month two. Payments stated on your listing are collected by you directly from the tenant, once the booking is confirmed. Do not ask a tenant for any payment before the booking is confirmed on Uniplaces, and do not ask for anything that is not on your listing.
What to do before move-in
Once the booking is confirmed:
- Get in touch with your tenant — introduce yourself and confirm the arrival time.
- Remind them about the security deposit — the deposit is paid directly to you, not through Uniplaces, as stated on your listing. Confirm the amount and how and when you want it paid — before the move-in date or on move-in day.
- Confirm how rent is paid from month two — the first rental payment comes through Uniplaces; rent from the second month onwards is paid by the tenant directly to you, as stated on your listing. Tell the tenant how and when to pay.
- Clarify your house rules — confirm the key rules with the tenant before they arrive to avoid misunderstandings.
- Share your contact details — make sure the tenant can reach you directly on move-in day.
What if the tenant has questions?
Once the booking is confirmed, you can communicate directly with the tenant using their contact details. For any questions before move-in, you can also contact the Uniplaces support team.
When to contact Uniplaces support
- The tenant has not arrived on the move-in date and you cannot reach them
- You need to cancel a confirmed booking
- The tenant has reported a problem and you want to know the status of your payment
- Your first transfer has not arrived within two business days of the move-in date
Frequently asked questions
What if the tenant doesn’t show up on move-in day?
Contact the tenant directly using the details in your confirmation email. If you cannot reach them, contact the Uniplaces support team, who will advise on next steps.
Can I cancel a confirmed booking after accepting?
Once a booking is confirmed you are bound to it. If you cancel, the tenant is refunded in full — the first rental payment, the service fee and any holding deposit — and cancelling may result in restrictions on your account. If you have no alternative, contact the Uniplaces support team immediately. See What If My Listed Place Is No Longer Available?.
What if the tenant reports a problem at move-in?
If the tenant submits a help request within the 24-hour Safety Period, Uniplaces reviews the case. Your payment is held while the case is reviewed and released once Uniplaces has reviewed it. If Uniplaces finds that the accommodation was materially different from the listing, the tenant may be entitled to a refund.
When does the tenant’s contact information become available?
The tenant’s contact details are sent to you by email as soon as the booking is confirmed — that is, once the payment taken on acceptance has succeeded. You can also find them in your Personal Dashboard under the confirmed booking at any time.