Communication

The fastest way to reach us

The quickest way to get help is through email or the website chat.
We answer messages during business hours (Mon–Fri, 9:00–17:00 CET).

When emailing us, please include:

• Your full name

• The address of your apartment

• Your room number

This helps us find your booking and assist you faster.

Please log in for proper support

If you have questions about your booking, please make sure you are logged in to your Friends in Flats account before contacting us.

Only when you are logged in can we:

• see your active booking

• access your contract and documents

• identify your apartment and room

• route your request to the right team or host

If you contact us without being logged in, we may need to ask for additional information, which can delay support.

During your stay

For cleaning, repairs, Wi-Fi, or other maintenance requests during your stay, contact Friends in Flats first. We will coordinate with the landlord and obtain any required authorization. The landlord remains responsible for repairs, access, and apartment condition.

For keys, access, or early move-out requests, contact your landlord. Their details are under my booking. In an emergency, follow the emergency instructions immediately.

Before or After Your Stay

For cleaning, broken appliances, internet, or other maintenance issues before or after your stay, please contact Friends in Flats. We will coordinate with the landlord.

For anything related to booking, contracts, documents, or general questions, contact us through our Messenger widget on the website.

How to Communicate with Support

When you contact Friends in Flats, you’re reaching a real person, not a call center or automated bot.

Every message is read and answered by a small, dedicated team that truly wants to help — even if the issue itself is not something we directly control.

We understand that housing problems can be stressful and sometimes urgent.
Still, the fastest way to a solution is through calm, respectful communication. Here’s why:

• The person you’re talking to is most likely not responsible for what went wrong — they’re the one trying to fix it.

• Kind, clear messages help us act faster and involve the right people (for example, your landlord).

• Frustration is understandable — but personal attacks or insults make it harder for us to help.

• If communication becomes abusive or threatening, we may need to pause or stop responding to keep our team safe.

Please include all relevant details (name, address, room number, description of the problem), and feel free to follow up politely if you haven’t received an answer yet.
We promise: you’ll always be treated with respect, and we ask for the same in return.