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Scape Knowledge Base
Managing your stay
Managing your stay
Get help with booking updates, room changes, extensions and everyday questions during your stay.
Resident account and portal
What should I do if I can’t access my account?
How do I access and use the resident portal?
What can I do through my resident account?
Updating your details
How do I update my personal or contact details?
How do I update my emergency contact information?
Room moves and transfers
Are there any fees or conditions for moving rooms?
Can I move to a different room or property?
How do room moves or transfers work?
Extending or renewing your stay
How do I renew my booking for another year?
Can I extend or renew my stay at Scape?
When should I arrange my renewal?
Changes during your stay
What should I do if my circumstances change during my stay?
Can I temporarily leave my room during my contract?
Complaints and feedback
How do I make a complaint or give feedback?
How long does it take to resolve a complaint?
What happens after I submit a complaint?
Escalations and support
How do I escalate an issue if it isn’t resolved?
Who can I contact if I need further support?
