Resident FAQ’s & Resources
Now that we’ve guided you home, there are a few things you might have some questions on while either moving in, during your stay, or even when moving out. Check out this handy-dandy resource page to help answer all of your questions.
Don’t see something here?
Call our awesome Guest Services team at 866-296-6818 or email them at firstname.lastname@example.org and they’ll be sure to help!
We’re here to Guide You every step of the way.
There may be a few tricky things you come across when moving into your apartment or during your stay. To keep things as smooth as possible, we put together a few videos to help Guide You.
Tools to Help You Move In:
Tools to Help You During Your Stay:
Top 15 Most FAQ's During Your Stay
1. Is the Compass office on-site?
No. Our offices are located offsite in various locations throughout the Northeast, however, we are here to help! For questions regarding your new home, please call our office at 866-296-6818.
If you are staying at our ARTlab DX property, we have an onsite Property Manager with an office located next door. If you need assistance, please reach out to Tiffany at 617-750-6711.
2. Oh no! Something isn’t working in my apartment! What do I do?
Don’t fret! We’ll take care of it! During normal working hours (Mon-Fri 8:30am – 5:30pm) please call our Guest Services team at 866-296-6818 or email email@example.com.
You could also place work orders online through our website. Click here to fill out our Maintenance Request Form.
If it is after hours and not an emergency you can email Guest Services or fill out our online Maintenance Request form.
PLEASE NOTE: Once a service request is placed, we reserve the right to enter the premises to complete the request.
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3. What if I’m having an issue after-hours?
For after-hour emergencies, please call 866-671-1212 and choose option 1 to be directed to our emergency on-call rep. If no one answers, please leave a detailed message including your name, building, unit number, maintenance issue and best contact number to reach you.
4. What exactly is considered an emergency?
Lockout, water leak, electrical issues, HVAC issues and clogged toilet (if only toilet in the apartment).
For medical emergencies call 911.
5. What if my garbage disposal is not working?
Make sure the disposal is plugged in under the sink. Check the reset button on the bottom side of the disposal; it will be a red or a black button that should be pushed in.
The most important rule of thumb: “Don’t put anything in the garbage disposal that is not biodegradable food”. A garbage disposal is for food scraps only. Non-food items can damage both blades and the motor. When in doubt, please place it in the trash.
6. My apartment is either too hot or too cold. What do I do?
First, make sure your thermostat is set to “Auto” and “Cool” or “Heat”. If the fan is running but not heating or cooling, you will need to make sure the fan is set to “Auto” and not “Fan On”. If any of the above does not correct the problem please contact our Guest Services Team.
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7. What if a light is out in my apartment?
We provide one extra Fluorescent Light (CFL) in each of our apartments. The CFL can be found in the living room or bedroom closet. The light bulb can be changed just like any other light bulb. Before changing, please make sure the bulb has had time to cool down, as they can get very hot. Using both hands, carefully remove the burnt out bulb so it does not fall or break and install the new bulb.
8. Uh oh! Toliet’s clogged!
A clogged toilet can occur for many reasons. We provide a toilet plunger in each of our apartments. If you are unsure of how to unclog a toilet, turn the water off at the valve located on the wall behind the toilet. To unclog, make sure the bowl is at least half full of water. Place the toilet plunger into the toilet with the handle side up. Cover the throat of the toilet completely with the plunger and push up and down several times. Once it has cleared, all the water should drain out of the bowl. If this does not correct the issue please contact our Guest Services team.
9. My toilet won’t stop running!
We want to take every measure to conserve water. If your toilet is running continuously, turn off the water using the valve located on the wall behind the toilet and please call your Guest Services Team.
10. What if an electrical outlet in my kitchen or bathroom is not working?
A Ground Fault Circuit Interrupter (GFCI) can be found in both kitchen and bathroom above the countertop. A GFCI constantly monitors electricity flowing into a circuit to detect any loss of current. If the current flowing through the circuit differs by a small amount from the returning flow of electricity, the GFCI quickly switches off the power to that circuit. This is easily reset by pushing in the red reset button located in the middle of the outlet.
11. How do I keep my dryer running efficiently?
In order to keep your dryer functioning at maximum capacity, dryer vents must be kept clean. The lint screen is easily accessible (usually on the top, front or inside of the machine) and should be removed and cleaned after every use. If your dryer is not drying properly or takes too long to dry, please check the lint screen.
12. I moved in and now I want to add housekeeping. How do I add it?
Housekeeping can be added at any point during your stay for an additional fee. You can go on a weekly, bi-weekly (every other week) or per visit schedule. We just ask that you give us at least 48-hours notice. Please reach out to our Guest Services team if you are interested in adding housekeeping.
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13. I have a guest visiting overnight. What do I do?
Just let our Guest Services team know their full name and when they are staying. They will make sure the proper parties are aware so they are able to access the unit.
14. I just needed to buy those movies on demand! What if I go over my allotted utilities?
The first $100/month of gas/electric service is included in your rate. Any overages will be billed back to you. Should you purchase any movies on demand they will be billed back to you once the cable invoices comes in.
15. What happens if I lose my keys or need an extra set?
If you have lost a set of keys please contact our Guest Services team right away to let them know. There may be a fee to replace them.
You should have received 2 sets of keys at move-in. One set you picked up either by the concierge or in a lockbox and the second set was left on your desk. If you would like an additional set please reach out to our Guest Services team to have a set made and include the name of the person going to use them. Please note extra fees may apply.
Questions About Your Lease
1. I love it here so much I don’t want to leave! How do I extend my stay?
All reservation extension requests should be emailed to our Guest Services team at firstname.lastname@example.org.
You can extend for as many days as needed, however, keep in mind there may be a rate increase. You can refer back to your lease to see when your current rate expires. Prior to our team confirming your extension, we may need to get approval from your company or relocation counselor.
P.S. If you already provided notice, but realized you need to extend your reservation, please do reach out as we will do our best to accommodate.
2. Something came up and I have to leave before my lease ends. What do I do?
If you choose to leave prior to your lease end date, you would still be responsible for payment unless we are able to re-rent the unit for you. As soon as you let us know we would put the unit back up on the market in hopes to get it re-rented. So please make sure to reach out to our Guest Services team.
3. You guys are great! I’d love to refer you!
If you refer someone to us and they book, please make sure they provide your name. You will receive a referral fee of 5% on the initial lease term.
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4. What does my pet fee actually cover?
The pet fee is to cover the cost of pet rent we incur from the property. Should there be any damages or cleaning beyond normal wear and tear our Guest Services team will be in touch within 7-days of your vacate date with the extra charges.
5. I don’t want to leave but have to eventually. When do I need to provide notice that I am moving out?
If you didn’t provide notice on the lease when you signed, you will be responsible to provide proper notice. Please refer to your lease to know your notice period, they usually are on a 15, 21, 30, 60-day period. This means you need to let our office know the allotted days in advance of your move-out date. For example, if you are moving out 7/15 and you are on a 15-day notice period, you should let our office know no later than 7/1. We send out a friendly reminder via email 5-days before the notice period so you have time to respond.
Moving Out FAQ's
Moving out doesn’t need to be stressful. We are here to help every step of the way. Check out the top 5 things to know when vacating your apartment in order to have a smooth departure.
1. Mail time!!! How do I get my mail when I leave?
Make sure to forward your mail with the US Postal Service to your new address. As soon as you move out we will update the name on the mailbox, so any mail addressed to you will be returned to sender.
*Note: This process can take several days. For any additional information on forwarding your mail, please contact the US Postal Service. https://www.usps.com/manage/forward.htm
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2. What do I need to do when vacating?
– Remove all personal belongings from the apartment. Any personal items left in the unit will be held for 30 days then discarded.
– Remove all food from the refrigerator and cabinets. All food and beverage items left in the apartment will be discarded.
– Remove all trash from the apartment. Please discard and/or recycle all trash, newspapers, magazines, and bottles.
– Report any broken or damaged items. Missing or broken items may incur an extra fee.
– Don’t have time to clean up on your move-out day? We offer the TIDY UP Program for an additional charge to make your move out process worry-free. Please contact the Guest Services team if you would like to take advantage of this service.
3. What time is check-out and what do I do with the keys?
– Check-out time is 11 am unless requested otherwise.
– Make sure to leave all keys and parking devices if applicable on the kitchen counter.
4. Oh no! I think I forgot something!
Should our cleaning crew find anything they think you may have accidentally left behind, one of our Guest Services associates will be in touch. Please note any personal items left in the unit will be held for 30 days then discarded.
5. Uh oh! I may or may not have damaged something.
Should there be any extra cleaning charges beyond normal wear and tear a member of our Guest Services team will be in touch within 7 business days of your vacate date.
If you have any questions while moving out, feel free to reach out to our Guest Services team at 866-296-6818 or click the button below to send an email. We want to make sure your experience moving out is just as smooth as moving in.
What to Know About Billing
1. Once I’ve signed my lease, what days will be charged to my card and when will I receive the paid move-in invoice?
If your rental agreement starts before the 20th of the month, you will be billed for the prorated portion of that month. If your rental agreement starts on or after the 20th of the month, you will be billed for the prorated portion of that month and the following month. If your stay is 30-days or less your card will be charged for the full stay. Once the lease has been signed, your card will be charged that day. If the lease is signed outside of business hours and the move-in is not the same day, your card will be charged the next business day. You will receive a paid move-in invoice shortly after your card has been charged.
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2. After I receive my paid move-in invoice when will I receive invoices for the following months of my stay and be charged?
Monthly invoices are sent out around the 20th of each month (depending on when the weekend falls/holidays). When you receive your invoice it will specify the day your card will be charged. Typically cards are charged on the 3rd to last business day of the current month.
3. I don’t want to leave just yet. If I extend my stay when will I be charged?
You will be charged the day your lease extension has been approved. Once your card has been charged you will receive a paid invoice.
4. I need to change my card on file. How do I without being charged a fee?
To avoid being charged a 5% convenience fee email email@example.com to change your card on file prior to it being charged. If an invoice has already been charged we can refund the card and charge your new one for a 5% convenience fee or we can change your card for future invoices without charging a fee.
5. It’s my money and I want it now!
Per your lease, security deposits can take up to 60-days from the day of departure to be refunded. The reason being is because we need to wait for the final utility and cable bills to come in to confirm that there were no overages before refunding the credit card the security deposit was originally charged to.
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If you have any questions about billing, feel free to reach out to our Account Receiveable team at 866-671-1212 or send an email to firstname.lastname@example.org