Topic | Who to Contact |
Booking, contract, documents | Our support team |
Keys, repairs, Wi-Fi, cleaning | Your host |
Emergencies or access issues | Your host |
Feedback or general help | Our support team |
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.
During your stay
Once you’ve moved in, most daily issues are handled directly by your host.
Their contact details are available when you log in to your Friends in Flats account.
Your landlord can help with:
Broken or missing items
Wi-Fi problems
Cleaning or maintenance issues
Early move-out requests
Friends in Flats is not a property manager — we can support communication, but the landlord is responsible for repairs, access, and apartment condition.
Before or After Your Stay
For issues directly related to your stay, like broken appliances, internet, etc. please contact your landlord. Their contact info is under my booking.
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.