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Help Center

RoomStay Students

RoomStay Students

Resources for Students using our RoomStay Marketplace.

What is included in the SRS Service Fee? (Needs Update)

General

Will any verification be required in order for me to book on SRS?

How do I change the information on my account?

What is a “Provider”?

How do I create an account on SRS?

How does SRS work?

Why should I book on StudentRoomStay (SRS)?

What kind of accommodations can I book?

How do I contact SRS?

Where do I find SRS policies?

How can I reset / update my password?

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Regulations & Standards for Providers

How does SRS prevent discrimination?

Is the accommodation insured?

Can the Provider ask me to sign a contract?

Do I need to have insurance?

What safety standards do Providers follow?

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Safety

Do you have any safety tips?

What do I do if I feel unsafe during my stay?

Does SRS have any safety for guidelines for Providers during the COVID-19 pandemic?

Does SRS have any safety guidelines for Students during the COVID-19 pandemic?

Do Providers undergo a screening process?

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Accommodations

What does the price include?

Will I be charged more for staying on a weekend or during the holidays?

Is tax included?

Can I bring my pet?

Are all accommodations furnished?

Will the accommodation include utilities?

Do all Accommodations have wireless internet?

What types of accommodations are available on SRS and how do I identify what type I’m booking when viewing a listing?

What is the difference between Shared and Private listings?

Is there a minimum or maximum length of stay?

Can I book and pay for meals?

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Pricing & Fees

How much will I pay for a booking?

What if a Provider asks me for more money than they advertised on the listing?

Why is the price on the booking page different to the price on the search results?

Bookings

How do I search for listings?

How do I use search filters?

Can I make changes to / cancel a pending booking request?

I haven’t received a response to my booking request. How long do I have to wait for a Provider to reply?

How do I know if my booking is confirmed?

What information will be shared about me with a Provider?

Can I make a booking for someone else?

Where can I find my booking once it is confirmed?

What if the Provider double books but they have a different room / property to offer me?

Why didn’t the Provider accept my booking request?

Who do I contact if I have an issue with my booking?

How do I book a room?

What is a Long Stay?

What is a Short Stay?

Can I contact a Provider before I book?

How do I know if my booking request has been accepted?

Can I schedule a tour of the accommodation before I book and pay?

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Payments

Do I just pay a deposit or will I need to pay the full amount when I want to make a booking?

Will I be charged if my booking request is not accepted?

What payment methods does SRS accept?

What do I do if my payment is declined?

I have been charged twice for a booking. What do I do?

How do I make a payment?

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Preparing for Your Stay

Can I leave a review of my stay?

Are there any specific rules I need to follow?

How do I coordinate my check in / arrival with the Provider?

What if I can't contact the Provider?

What if the Provider / Host isn't there when I arrive or I can’t access the accommodation?

What should I do if I have a problem during my stay?

Will the Provider be able to enter my room / enter the property if I’m not there?

What if I feel uncomfortable with a Provider?

How can I report a problem after I check in?

Who pays for damages?

What should I do if I break something during my stay?

Am I allowed to invite people over?

Will I get a key?

Do you have any tips on how to be a good guest?

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Cancellations & Changes

What is the SRS Cancellation Policy?

Can I cancel a booking?

How do I cancel a booking?

What happens if I need to cancel because of an emergency?

What happens if the Provider cancels my booking?

What should I do if I wish to shorten my stay?

Can I change or cancel a long-term booking?

Am I able to cancel an add-on service such as meals?

What if I need to change the dates of my booking?

What should I do if I want to extend my stay?

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Refunds

Can I get a refund for an add-on service (e.g. meals)?

Is the SRS Service Fee refundable?

Is the Cleaning Fee refundable?

Can I get a refund if the listing isn’t what I was expecting?

What is the SRS Refund Policy?

Can I get a full refund if there’s an issue that can’t be resolved?

How long does it take to get a refund?

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