Flatio.com Arvostelua 724

Vastaus yritykseltä Flatio.com

28.5.2026

Hello Lilla,

We’re sorry to hear that you feel this way and that your experience as a host left you feeling that your rights and control over bookings were limited. That is not the impression we want any host to have.

We would like to clarify that hosts are not forced to accept every booking request. While we do aim to keep the number of rejected booking requests as low as possible, the final decision always remains with the host. If a host has legitimate concerns about a guest, for example doubts about the guest’s credibility or reliability, they can reject the booking request and contact our Support team. Once the situation is explained, the rejection can be marked internally as  legitimate.

At the same time, if a booking request is rejected because of issues that could have been prevented by correct listing settings, such as incorrect pricing or availability, this may affect the listing’s visibility. This is because guests rely on the accuracy of the information shown on the platform. That said, we understand that mistakes can happen, especially when a host is new to Flatio, and we always try to help hosts set up their profile, pricing, availability, and conditions correctly.

Regarding cancellations of confirmed bookings, Flatio has a 30-day cancellation policy for hosts. Hosts also have the option to set a 30-day cancellation policy for guests, as we aim to keep conditions as fair and balanced as possible for both sides. Once a booking is completed and the lease agreement is valid, both parties rely on it as a binding agreement. If a host cancels less than 30 days before the move-in date, a penalty may apply, mainly because such cancellations can seriously affect guests’ plans and trust in the platform. However, we review each case individually, as every situation and every reason for cancellation can be different.

We also sincerely apologize if our reply took longer than 24 hours. We always aim to respond to all inquiries within 24 hours, and any delay was definitely not intentional or meant to affect the outcome of your case. When assessing the timing of a cancellation or termination request, we always take into account when the host first contacted us, so a delayed response from our side does not negatively impact the host.

We’re sorry that your experience led to this impression. Our goal is not to act against hosts, but to create fair and reliable conditions for both hosts and guests. If you would like us to review or discuss any case again, you can contact us anytime at support@flatio.com.

All the best,
Flatio team

Vastaus yritykseltä Flatio.com

28.5.2026

Hello Dalma,

We’re sorry to hear that you feel this way and that your experience with Flatio left you disappointed.

We would like to clarify that our aim is not to limit the rights of hosts, but to keep the process fair and transparent for both hosts and guests. Hosts choose and set their cancellation policy on the platform, and guests rely on those conditions when making a booking. Once a lease agreement is concluded, it becomes a binding document for both sides, so we need to handle cancellations accordingly and protect the expectations of both parties.

In this case, you inquired about cancellation of the booking less than 30 days before the planned move-in, which meant that a penalty could have applied because all our hosts have 30-days cancellation policy. However, after reviewing the situation internally, our management decided to waive the penalty as a goodwill gesture, especially as this was your first host-side cancellation.

That said, we sincerely apologize that our reply took longer than our usual promised response time. We always try to reply as soon as possible and in your case there was unfortunately 1 day delay since we promise to reply within one day. We understand that waiting for an answer in such a situation can be frustrating, and we’re sorry for the delay. The reason of the delay was that our Support team needed to discuss the case with management before confirming the final decision.

We regret that this situation led to such a negative impression. We always try to act fairly toward both hosts and guests, and we’re sorry that this was not how the process felt from your side. If you wish to receive any further assistance, please reach out to us via support@flatio.com.

All the best,
Flatio team

Vastaus yritykseltä Flatio.com

7.5.2026

Hello Leydi,

We’re very sorry to hear about this situation. We understand how upsetting and worrying it must be.

Based on what you described, it seems very likely that you were targeted by a fraudulent third-party website or by someone falsely pretending to represent Flatio. Unfortunately, scammers sometimes misuse the names of trusted companies in order to persuade people to make payments outside the official platform.

For rent payments, Flatio shares its official bank details on the contact page:
https://www.flatio.com/page/contact. Please note that Flatio did not receive any payment from you which means it was most likely sent to some third-party bank account not connected to Flatio.

For your safety, the official Flatio booking process always takes place only through www.flatio.com as follows:
• create an account and stay logged in on www.flatio.com
• communicate with the host only via Flatio messages
• make the booking directly from the property listing
• complete the process in your Flatio profile by uploading your ID, signing the lease agreement, and paying securely through the platform.

There is no part of the official booking process that would take place outside Flatio. Hosts are not allowed to send external payment links or request payments outside the platform before the contract is finalized. If you were asked to pay through another website, link, bank account, or communication channel, it was most likely a scam carried out by someone outside Flatio.

You can find more information about known scam attempts here:
https://www.flatio.com/blog/beware-of-rental-scams-potential-tenants-targeted-by-a-fake-flatio-representative-on-facebook

Since the payment has already been sent, we recommend to contact your bank as soon as possible and ask whether they can help block, trace, or recover the transfer. We also suggest reporting the case to your local authorities.

If you would like us to look into the case further, please contact us at support@flatio.com and send us all relevant details, including the website, payment instructions, invoice, bank account number, and any communication you received.

All the best,
Flatio team

Vastaus yritykseltä Flatio.com

7.5.2026

Hello Milka,

Thank you for sharing your feedback. We’re sorry to hear about your experience. Rest assured that we fully understand your safety concern.

At Flatio, we have an automatic blocking and detection system in place, which we continuously improve to identify and prevent suspicious activity as quickly as possible. Unfortunately, as with many online platforms, some fake accounts may still be created from time to time. When this happens, we act as soon as possible to block them.

I would also like to highlight that communication outside the Flatio platform is strictly forbidden until the guest and host have a valid contract. This rule exists to protect our guests. When a booking is made through Flatio, the rent payment is kept safely by Flatio until the successful move-in.

However, if a guest and host decide to arrange a booking outside our platform, we are unfortunately not able to help with any problems that may arise from that private arrangement.

If the guests (or hosts) encounter some suspicious behavior, we always encourage everybody to report it to us right away. If you decide to give Flatio another chance in the future, our support team will be happy to assist you at support@flatio.com.

All the best,
Flatio team

Vastaus yritykseltä Flatio.com

6.5.2026

Hello Fiona,

We’re very sorry that your stay in Lisbon was so difficult. Having repeated issues during a three-week stay is not the experience we want for any guest, and we understand how stressful it must have been.

At the same time, we would like to kindly clarify that this was not a scam. The property and the signed lease agreement matched the listing, the reported issues were being resolved during your stay, and Flatio communicated with both sides throughout the process.

After your stay, Flatio also offered you compensation from our side. We understand that the outcome may not have felt sufficient, and we’re sorry for that.

If you'd like to look at this again together, please write to us at support@flatio.com.

All the best,
Flatio team