xenia-students

All You Need To Know

About Booking With Xenia…

Thinking about booking with Xenia Students? Give our information page a read!

All your questions should be answered by reading through this page… but if we’ve missed something please get in touch.

If you are looking for accommodation specific information such as moving in booklets and insurance certificates, please visit your accommodation page.

E: enquiries@xeniastudents.com
T: +44(0)161 974 3575

  • Booking With Xenia Students

    Booking With Xenia

    The best way to book a room with Xenia Students is through our online bookings portal MyXenia.

    Our simple three-step booking process is simple, safe and secure.

    Register to Book

    The first step is simple; register your interest in booking a room!

    You need to fill in a few personal details such as your full name, email address and telephone number.

    This will only take a couple of minutes to complete. Once sent, a member of our team will be in contact to discuss your booking preferences.

    If you would like to register to book for 2020/2021, please click HERE

    Pay Your Holding Deposit

    Once a member of our team has discussed your booking preferences, you will be emailed a login for our online bookings portal MyXenia.

    You will be asked to pay a holding deposit of a week’s rent, this will form part of your security deposit (£250) which is payable upon move-in.

    Before paying your holding deposit you will have access to a number of useful documents including a draft contract, our booking terms and conditions, and information on the next stage of your booking.

     

    Email Your Documents

    The final step is to email across important documents so we can verify your booking. This includes information such as…

    • Signed contract
    • Photo ID
    • Proof of student status

    Once this has been emailed across and verified by our team your booking will be complete and you will have full access to MyXenia! MyXenia will give you access to a great variety of useful information including your signed contract, payment details, maintenance requests and even parcel delivery information!

  • Your MyXenia Account

    Online Payment

    Time to clear your next rental instalment? Simply login to your MyXenia account and select the instalment you would like to pay.

    A full breakdown of previous payments will also be visible.

    If you have any questions about making an online payment, feel free to call us on +44(0)161 974 3575

    View Your Contract

    Your electronically signed contract will be visible on the documents page of MyXenia. We advise you read through your contract in detail, paying particular detail to ensure all personal information has been entered correctly.

    If you have any questions about your contract, feel free to call us on +44(0)161 974 3575

    Maintenance Requests

    Got a maintenance issue in your room? No need to worry! Simply login to your MyXenia account and report the issue.

    Once reported, a member of our team will be notified and will be in contact to schedule a day and time to view the maintenance issue.

    All current and past maintenance issues will also be visible on your MyFortis account.

    Documents

    Your MyXenia account will give you access to a range of useful documents including your signed contract, booking terms and conditions, content insurance certificate and a Welcome Booklet for your accommodation.

    My Forum

    MyXenia will also give you access to an online forum, a great way of getting to know fellow residents before starting! The forum will also have a range of topics you can discuss with your housemates including social activity ideas and ideas for improving your accommodation!

  • Guarantor Information

    Guarantor Information

    If you are making instalment payments, a UK based guarantor must be provided.

    To verify and complete your booking you will need to provide essential guarantor information including their full name, UK address, contact details and proof of income.

    If you do not have a UK based guarantor, there are many third-party services who can assist. If you are struggling, please get in touch and we will try to help the best we can.

  • Cancelling Your Booking

    Payed Your Holding Deposit and Need to Cancel?

    During Your 14-Day Cooling Off Period.

    The 14 Day Cooling Off Period.

    After paying your holding deposit you have 7 days to cancel your booking.

    If you cancel during this period, you will be refunded the full holding deposit and will not be responsible to complete the terms of your contract.

    If you wish to cancel your room within your cooling off period, please contact us on:

    E: enquiries@xeniastudents.com
    T: +44(0)161 974 3575

    After 14-Day Cooling Off Period.

    After your 14-day cooling off period, you may cancel your booking if legitimate proof is provided for the following:

    • You are not selected into your chosen university
    • Your VISA is declined

    If you have legitimate proof for cancelling your booking, please contact us immediately on:

    E: enquiries@xeniastudents.com
    T: +44(0)161 974 3575

  • Making a Complaint

    Whilst Xenia Students strive to offer the best customer service possible, sometimes things go wrong. When it does, we need you to tell us about it to ensure we improve our services going forward.
    Our accommodation team, will aim to resolve any issues for you as quickly as possible, so you remain satisfied with our service and to ensure our practices are as clear and transparent as possible. However, should you wish to still raise a complaint, please email your Accommodation Manager; they can usually help resolve most complaints onsite.If the Accommodation Manager is unable to resolve your complaint, please send (via letter or email) your complaint in writing to contact@xenialettings.com. Our Head Office team will respond to your complaint inline with the time frames set out below:

    • We will send you a letter/email acknowledging receipt of your complaint within three working days of receiving it.
    • We will then investigate your complaint; this will normally be dealt with by the Lettings Manager who will review your complaint and speak with the relevant parties. A formal written outcome will be provided within 15 working days of sending the above acknowledgement.
    • If, at this stage you are still not satisfied, you should contact us again and we will arrange for a separate review of the complaint to be take place by a senior member of staff,
    • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter
    • If you are still not satisfied after the last staff of the in-house complaint procedure you can request an independent review from The Property Ombudsman without charge.

    Please note the following:You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

     

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