When something goes wrong during a stay
How Flexiestays handles guest problems, emergencies, repairs and relocations in a partner property, and when you will hear from us.
Guests contact our team, not the owner. The team is local to Bournemouth and available 24 hours a day. Most problems are solved the same day; if one cannot be, we can move the guest to another apartment.
What guests are told
Guests are asked to report problems as soon as they notice them, by WhatsApp or phone, with a photo where it helps. The guest-facing guidance is at problems during your stay.
What we do
- Diagnose with the guest. Wi-Fi, heating, hot water and access codes are the most common issues and are often fixed remotely or with a quick visit.
- Arrange a visit if one is needed, at a time agreed with the guest.
- Repair or replace what is broken. Minor items are handled within the arrangements in your partner agreement. Anything larger, or anything that affects availability, we discuss with you first.
- Relocate the guest if the apartment cannot be used, and refund them in part or in full depending on the circumstances.
Emergencies
In a fire, gas leak or any immediate danger, guests are told to call 999 first and then us. We tell you about any incident involving the emergency services, and about anything that damages the property or affects the next booking.
When you will hear from us
- Damage beyond normal wear
- A stay ended early
- An emergency-services incident
- A repair that needs your approval, or that takes the property out of availability
- A complaint from a neighbour about your property
For routine issues that are fixed the same day and cost nothing, we do not interrupt you.
If you notice a problem yourself
If you see something at the property, or a neighbour contacts you, pass it to us rather than approaching the guest. One point of contact keeps a record and avoids confusion. See partner support and contacts.