Question 1

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 2

At What Date And Time Is The Pre-Check Out Scheduled?

Accepted Answer

##### Between 09:30 - 16:30 on office days, between 2 and 4 weeks before the end of your stay.
In light of the future check-out, we will arrange a pre-checkout. To give you the opportunity in which state and under which conditions your apartment or room needs to be at the final check-out.
Bear in mind that a pre-checkout is not mandatory, but we strongly advise you to do one to prevent any misunderstandings afterwards. Take care of any necessary repairs or cleaning prior to check-out. Only in this way you can avoid that we have to charge you with rent losses and/or fines.

If you are hindered on the date or time and not able to make it to the appointment, you need to notify us beforehand by the latest of 48 hours prior to the exact date and time by email (help@shth.nl) or by sending a reply to this email. In case you are not present at the address on the corresponding dates and time without an notification prior to stated above, you will be charged an amount of €100,- excl. V.A.T. per time.

Question 3

Can I Check-In On A Earlier/Later Date Than The Starting Date Of The Contract?

Accepted Answer

The earliest date you can check-in is the starting date of the contract. The check-in is always scheduled on the same day that the contract starts, which is fair. However, if you would like to have your check-in arranged later than the contract start date, that may be possible. Please inform us in time per e-mail before the scheduled check-in will take place. Kindly note that arranging a later check-in date and time is always subject to our availability.

Question 4

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 5

Can I Start My Contract On A Later Date Than The Advertised Availability Date?

Accepted Answer

It is not possible to start your contract on a later date than the date which is mentioned in the advertisement. However, it is possible to check-in on a later date than the starting date of the contract.
During the period that you booked the accommodation but do not occupy it, you will enjoy a fixed **reduced price** instead of the full monthly rent. This reduced amount is €75 per week for rooms and €200 per week for independent accommodations.

Question 6

What Measurements Did Student Housing The Hague Take Due To Covid-19?

Accepted Answer

##### The Covid-19 crisis has affected everyone's daily life. Each and everyone has to adapt to the new measures from the government. This is how we implemented the measures against coronavirus:
* First of all, we keep 1.5m distance, and we work from home, when possible
* Besides washing our hands regularly, we have also placed hand disinfection pumps in every office room. Everyone has to disinfect their hands when entering the office
* We do not accept visitors at the office without an appointment
* All viewings are being held in specific time slots, you have to register for a viewing and use a facemask (if the local measurements allows us to)
* We also offer video viewings, you have to register for this as well. 
* We wear facemasks when inside our accommodations and keep physical contact to a minimum
* Health and hygiene are very important to us, especially now, not only for us but also for our tenants

Question 7

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 8

Do I Have To Pay The Deposit In Order To Secure A Room?

Accepted Answer

###### A deposit needs to be paid to secure your accommodation. A bank statement does not suffice, but only an authentic bank deed.
An authentic deed (or authentic act) is a legal document which has been appropriately prepared and authenticated by a court officer, such as a notary.

The authenticating officer acts as a registry and holder of a unique record of the document and can make certified copies of the original if later required (the original is usually given to the parties).

###### An authentic deed offers certainty on the following points:
* It is stated on the document that it is real.
* It has a fixed date on it.
* That nobody changed the contents of the document afterwards.
* The people whose names are on the document are the same people who signed it.

Question 9

Is There Somewhere I Can Store My Bike?

Accepted Answer

This varies as no accommodation is the same. It is only allowed to store a bike in a designated area such as a garden, barn, or storage. This area should be reachable without bringing your bike into or through the accommodation itself. And if needed the bike can be stored on the street with a good lock. Check with the specific advertisement in question if there is any designated area to store your bike.

Question 10

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)

How can we help?

Tenant Portal