The host hasn't communicated with me and I'm supposed to move in soon. What should I do?

• 1. BEFORE your lease agreement becomes valid
• 2. AFTER your lease agreement becomes valid

Sometimes, hosts may not respond immediately for various reasons—they could be unavailable on weekends, on vacation, or handling multiple properties. However, if you're concerned about a lack of communication, here's what you can do depending on your booking status.

1. BEFORE your lease agreement becomes valid

If your lease agreement has not yet been completed on your side, there's usually no need to worry. Here's what you can do:

• Proceed with signing your lease: Since your booking was accepted, the host expects you to sign the lease and plans to accommodate you afterward. Unless you're missing crucial information that you cannot find in the listing details and without which you don’t want to proceed, you can continue with the lease signing process and discuss any details later.
• Contact us for help: If you've been waiting for a few days and still haven't heard back, you can reach out to us for assistance and we'll try to contact the host on your behalf.
• Cancel the booking: If you prefer not to proceed with the booking, you have the option to cancel it from the Bookings section of your profile.

2. AFTER your lease agreement becomes valid

Once your lease has been completed, communication with your host becomes more important, especially for move-in. If your host is not responding to your texts:

• Try to reach the host via all available channels: You have their personal phone number and email address available, and you can also use the messaging system in your Flatio profile.
• Contact us for help: If you've been waiting for a few days and still haven't heard back, you can reach out to us for assistance and we'll try to contact the host on your behalf.
• Go to the property handover at the stated date and time: If it's time to move in and your host hasn't reached out to you beforehand, follow the handover date and time stated in your lease (unless you agreed with the host otherwise).
  • If the host arrives: In most cases, everything goes smoothly, and you will get accommodated as expected.
  • If the host does not show up: Contact us immediately as you may be eligible for our Move-in Guarantee, which ensures you get substitute accommodation or a full refund.

We understand how important clear communication is when traveling. If you ever feel uncertain, don't hesitate to contact us for assistance—we're always here to help.