Question 1

What Kind Of Mattresses Are You Using?

Accepted Answer

##### The mattresses we provide have the following features:
* A minimum of 7 comfort zones
* Are at least 18 cm high
* Have at least 500 pocket springs per m2 (if it is a pocket spring mattress)
* The size of the mattress is at least 90 cm x 200 cm
* Can hold a weight up to 120 kilos
* Some accommodations have better and bigger mattresses

All of the mattresses we provide are cleaned by a professional & certified cleaning service after every stay

Question 2

Can I Change The Email Address The Invoices Are Sent To?

Accepted Answer

Yes, it is possible to receive the invoices on another e-mail address, upon request in your tenant portal.
You can also provide us with an additional e-mail address so both e-mail adresses will receive the invoices.

If you are experiencing any issues with your e-mail provider you can also find the invoices in your tenant portal.

Question 3

Why is the advertisement I have seen before not available on your website?

Accepted Answer

If you cannot find the accommodation which you have seen earlier, it means it is currently unavailable. All our available accommodations are published on our website under [listings](https://hi.shth.nl/1lBW). If you cannot find the accommodation you saw before, it means it is currently not available.

Once an accommodation becomes unavailable, the status of it will be changed to *Rented Out* but the accommodation still remains visible on our website.

Question 4

Can I Bring My Own Furniture Into  The Accommodation?

Accepted Answer

It is negotiable if you want to bring your own furniture. However, you can not bring your own furniture prior to our consent. We want to prevent any damages made by moving furniture or bringing furniture. If you want to make adjustments to the room, you'll have to sign a liability contract. Be aware that some furniture may be attached to floors and walls, so it cannot be moved.

Please note that you are not allowed, amongst others, to make adjustments to your accommodations, like making holes in the wall. Appliances such as your own washing machine, dryers, heaters, or fridges are **not** allowed.

Question 5

Is a Check-In Necessary?

Accepted Answer

We are legally obligated to perform a Check-In. We show you the accommodation and explain everything you need to know about the accommodation. This is an opportunity to register the state of the accommodation before the tenant moves in. We take notes if everything is present, is working and if there aren't any problems. If there is a problem regarding the accommodation: We will try to resolve this right away, or if that cannot be done, as soon as possible. You will also receive the keys from us at the Check-In.

Furthermore, it is not allowed to enter the accommodation without a Check-In inspection.

Question 6

Is A Pre-Check-Out Mandatory?

Accepted Answer

###### No, a pre-check-out is not mandatory. However, it is in your best interest to do one. We will inspect the accommodation and give you tips and guidance on what needs to be done before checking out. 
If you are sure that you do not need a pre-check-out because you kept everything tidy and clean, you can request only to have the check-out.
Keep in mind that if you do not have a pre-check-out, and there are complications with the check-out, you do not have an opportunity to clean or fix the accommodation.

Question 7

Is My Data Safe With SHTH?

Accepted Answer

###### We are GDPR compliant, and we do not store personal data on our servers.

**What is GDPR?**

GDPR is a regulation in EU law on data protection and privacy in the EU. 
The GDPR enhances the protection of the personal data of EU citizens and expands their data privacy rights. For companies that process the personal data of European citizens, the GDPR requires compliance with a new set of regulations. The regulation builds on many of the 1995 Directive's requirements for data privacy and security but includes several new provisions.

###### The applications and databases we use are GDPR compliant. The applications and databases use a variety of measures to comply with the GDPR:
* Data processing agreements
* Data Protection Officers
* 2 Factor Authentication (2FA)
* Employee Access Restriction
* Regularly maintained systems
* Encryption when sending or receiving data 
* Encryption in databases at rest
* Data is regularly backed up to a separate, isolated location and encrypted

You can read our privacy policy [here](https://studenthousingthehague.com/media/1516/privacyreglement-student-housing-the-hague.pdf)

Question 8

Do I Need To Be Present At The Check-In Or Check-Out?

Accepted Answer

It is not possible to let someone else do your check-in. For the check-out, you can give permission to someone else to do this on your behalf. If you want to make use of this option, do inform us, utmost 1 business day beforehand, so we can provide you with the power of attorney documents. However, if something is not right (e.g. damages, outstanding payments, missing furniture), the responsibility is entirely borne by the tenant.

The person who does the check-in, pre-check-out and check-on on your behalf, can be asked to show proof of identification.

Question 9

Why Is The Contract In Dutch?

Accepted Answer

The contract is in Dutch. We do not provide an English contract because of legal reasons and the Dutch law. We understand that not everything might be clear or easy to understand as a non-Dutch speaking person.

You can always contact us if you have any questions regarding the contract, and we can answer all the questions you might have about the contract and the appendixes. We can even schedule a call to answer your specific questions regarding the tenancy agreement. Also translating the contract through Google translate might help quite a lot, and you may ask anybody you know to help you translating or helping you understand its content.

How can we help?

Tenant Portal