What should I do if I have a problem when I arrive?

If you have a problem when you arrive, please tell the reception team straight away. They’re there to help you get settled and can advise on the quickest next step.

This could include a problem with your room, a missing item, a cleanliness concern, damage that was not listed on your inventory, or an issue with your key fob or access.

If the issue relates to your room condition, make sure it is also recorded as part of your inventory check. Anything that was already there when you moved in should be reported in writing to Residence Management within 48 hours of check-in, with photos where helpful.

For urgent issues after hours, reception is available 24/7, so please contact the on-site team immediately. Urgent issues might include being locked out, a leak, loss of power, loss of heating or anything affecting your safety.

If an arrival issue is not resolved on the day, you can also contact the bookings team at bookings.uk@scape.com. Include your full name, building, room number and a clear description of the issue.