If your place becomes unavailable after a confirmed booking, contact Uniplaces immediately. Do not arrange alternatives directly with the tenant \u2014 the UniTrust Guarantee only applies through the platform.<\/p>\n
If your property becomes unavailable after a booking has been confirmed \u2014 due to an emergency, unexpected damage or any other reason \u2014 contact the Uniplaces support team as your first action.<\/strong><\/p>\n Do not call or message the tenant directly to explain the situation or suggest alternatives. All communication about cancellation or rebooking must go through Uniplaces to ensure the tenant is protected and that the correct process is followed.<\/p>\n The UniTrust Guarantee only applies to interactions and arrangements made through the Uniplaces platform. If you contact the tenant directly and arrange an alternative booking or accommodation outside the platform, Uniplaces cannot mediate any problems<\/strong> that arise from that arrangement.<\/p>\n This includes situations where a tenant agrees to move to a different property you own \u2014 even that must be arranged through Uniplaces. The platform exists to protect both parties, and bypassing it removes those protections for everyone involved.<\/p>\n Once you contact the support team, Uniplaces takes over the communication with the tenant. The team will:<\/p>\n Cancelling a confirmed booking as a landlord has consequences. Landlord-initiated cancellations result in a financial penalty and a negative impact on your listing’s ranking in search results.<\/strong> The exact penalty depends on how close to the move-in date the cancellation occurs and the circumstances involved.<\/p>\n Repeated cancellations may result in additional restrictions on your account. This is why keeping your availability calendar accurate and only accepting bookings you can commit to is so important.<\/p>\n Most unavailability issues can be prevented with good calendar management:<\/p>\n Contact Uniplaces support immediately with details of the damage. Explain the situation clearly \u2014 the team will assess whether exceptional circumstances apply and advise on the best course of action. Document the damage with photos as evidence.<\/p>\n Not directly \u2014 but Uniplaces can recommend your alternative property to the tenant through the platform. Contact the support team and they’ll manage the communication. A new booking must be set up correctly through Uniplaces to maintain all protections.<\/p>\n Yes \u2014 if a landlord cancels a confirmed booking, the tenant receives a full refund including the service fee. This is guaranteed regardless of the listing’s cancellation policy.<\/p>\n Contact Uniplaces support as soon as possible. The earlier you report the unavailability, the more time the team has to help the tenant find an alternative \u2014 which is taken into account when the situation is reviewed.<\/p>\n Still need help?Why not contact the tenant directly?<\/h2>\n
What Uniplaces does<\/h2>\n
\n
What are the penalties for landlord cancellation?<\/h2>\n
How to avoid this situation<\/h2>\n
\n
When to contact Uniplaces support<\/h2>\n
\n
Frequently asked questions<\/h2>\n
What if the property becomes unavailable due to damage caused by a previous tenant?<\/h4>\n
Can I transfer the booking to a different property I own?<\/h4>\n
Will the tenant be fully refunded if I cancel?<\/h4>\n
How long do I have before the penalty is applied?<\/h4>\n
\nContact our landlord support team \u2192<\/a><\/p>\nRelated articles<\/h2>\n