Is my stay as a tenant always protected or are there exceptions?

As a Flatio tenant, your stay is protected by our StayProtection for Tenants. This is a package of services Flatio offers in partnership with AXA to provide tenants with a higher level of protection and peace of mind during their tenancy. 

Here’s a list of the base services provided to every single reservation via Flatio: 

• Move-in Guarantee with a 24/7 emergency line 
  • Our Move-in Guarantee is an assistance service offered, managed, and paid for exclusively by Flatio to help in situations where the accommodation doesn't match the listing description provided at the time of the reservation request; or staying in the original accommodation is not possible for other reasons and the condition cannot be remedied immediately. 
    We've partnered with AXA Assistance to ensure you have access to a dedicated 24/7 emergency line which can be used to solve any unexpected situations during your move-in.
• Balanced visa-friendly lease agreement that:
  • is easy to read
  • grants you the same rights as a landlord
  • is available in multiple languages
  • provides you with flexibility by allowing for only a 30-day termination notice during your stay
  • can be easily extended or terminated
  • is in compliance with all applicable laws 
• Deposit-free policy
  • We guide landlords to not collect deposits (except being forced by law) to deliver you a seamless rental experience.
• 100% money protection guaranteeing no scams
  • Just follow our process, communicate, and transact exclusively on our platform for secure, scam-free experiences. We'll keep your money safe until you successfully move in.
• 7 days a week support from our excellent Customer Care team that is here for you throughout the entire tenancy

On top of all this, most of our landlords use our Rental Insurance which provides you with Stay Benefits for Tenants - Powered by AXA. They include:

• Assistance services (up to 500€ per lease)
• You're able to use assistance services to deal with emergency situations that might arise in the household, such as requesting help with internet connection issues, dealing with electricity/gas/heating problems, removing a blocked-up door, or a failed function of a household appliance. 
• Liability insurance (up to 20 000€ per lease)
  • In case you accidentally cause any damage in the property during your stay, it will be possible to cover the costs from the insurance. This applies to damages to:
    • the movable property which constitutes the household furnishings owned by the landlord;
    • the structural components of the residential unit (e.g. walls, windows, doors, kitchen unit).
• 24/7 emergency line for an immediate resolution of these issues

Please note that Stay Benefits don’t apply to just any reservation as it depends on the landlord’s profile settings. However, most reservations that don’t require a deposit include the Stay Benefits plan. Please note that if a deposit payment is required, Stay Benefits cannot be applied to the reservation as the deposit serves as a substitute coverage.

You are always informed about whether you are able to use the coverage in the listing detail before submitting your reservation request. If you prefer to be covered by Stay Benefits, you can also use a filter option "Stay Benefits - Powered by AXA" to see only those properties that offer this extra insurance.