General Booking Questions - Help Centre •
Hi! How can we help?

We're here to help

Important information regarding the Coronavirus

At, the safety of our partners and students is of utmost importance.With the outbreak of Coronavirus recently, the people of the whole country are cooperating with the government's actions to unite and overcome difficulties.

Studying abroad is also affected. In response to students' questions about being unable to move in on time, STUDENT.COM will provide the following help to students:
-To those who have made a booking: For students who have completed the booking, especially those in Hubei, if you cannot leave the country temporarily due to the traffic control, please contact your booking consultant as soon as possible.
We will assist you to contact your landlord to find the best solution. (Late check-in or cancellation).
-To those in the process of consulting: For students who are consulting or ready to make a booking, especially those who are close to going abroad (such as reading language school), bookings can be made normally.

If you are affected by the traffic control and unable to stay abroad, we will also fully communicate with the landlord to find the best solution.

Students can contact us at STUDENT.COM's official website, mobile app, and existing booking consultants and teachers' WeChat for consultation at any time. We will try our best to help the students.

It has always been the values ​​of STUDENT.COM to help students to find ideal overseas accommodation. I also urge everyone to wash their hands frequently and wear masks to protect their own health.

In the end, pay tribute to all the rescuers who are fighting on the front line, and I wish you all the peace and success!

We will continue to monitor the situation closely to ensure the safety of all partners and students.

Basic protective measures against the new coronavirus
- Wash your hands frequently
Wash your hands frequently with an alcohol-based hand rub or soap and water.
Why? Washing your hands with an alcohol-based hand rub or soap and water kills the virus if it is on your hands.
- Practice respiratory hygiene
When coughing and sneezing, cover mouth and nose with flexed elbow or tissue – discard tissue immediately into a closed bin and clean your hands with alcohol-based hand rub or soap and water.
Why? Covering your mouth and nose when coughing and sneezing prevent the spread of germs and viruses. If you sneeze or cough into your hands, you may contaminate objects or people that you touch.
- Maintain social distancing
Maintain at least 1 metre (3 feet) distance between yourself and other people, particularly those who are coughing, sneezing and have a fever.
Why? When someone who is infected with a respiratory disease, like 2019-nCoV, coughs or sneezes they project small droplets containing the virus. If you are too close, you can breathe in the virus.
- Avoid touching eyes, nose and mouth
Why? Hands touch many surfaces which can be contaminated with the virus. If you touch your eyes, nose or mouth with your contaminated hands, you can transfer the virus from the surface to yourself.
- If you have fever, cough and difficulty breathing, seek medical care early
Tell your health care provider if you have traveled in an area in China where 2019-nCoV has been reported, or if you have been in close contact with someone with who has traveled from China and has respiratory symptoms.
Why? Whenever you have fever, cough and difficulty breathing it’s important to seek medical attention promptly as this may be due to a respiratory infection or other serious condition. Respiratory symptoms with fever can have a range of causes, and depending on your personal travel history and circumstances, 2019-nCoV could be one of them.
- If you have mild respiratory symptoms and no travel history to or within China
If you have mild respiratory symptoms and no travel history to or within China, carefully practice basic respiratory and hand hygiene and stay home until you are recovered, if possible.
- As a general precaution, practice general hygiene measures when visiting live animal markets, wet markets or animal product markets
Ensure regular hand washing with soap and potable water after touching animals and animal products; avoid touching eyes, nose or mouth with hands; and avoid contact with sick animals or spoiled animal products. Strictly avoid any contact with other animals in the market (e.g., stray cats and dogs, rodents, birds, bats). Avoid contact with potentially contaminated animal waste or fluids on the soil or structures of shops and market facilities.
- Avoid consumption of raw or undercooked animal products
Handle raw meat, milk or animal organs with care, to avoid cross-contamination with uncooked foods, as per good food safety practices.

What is a guarantor? Do I need one?

A guarantor is a person (often a family member) that co-signs the rental agreement and is financially responsible for paying the rent if the tenant is unable to. Many properties require a guarantor if the tenant is unable to show satisfactory funds or income to support the required rental payments.

Do I need to be a student?

Yes, only full-time students can live in most properties.

Can I cancel a booking?

Please ask our booking experts about the cancellation policy for your specific property.

What does the rent include? Do I need to pay extra fees?

Your rent gives you the right to inhabit the property. Many properties include all utilities in the rental prices as well. Please contact a booking expert for more details.

Browse all topics

Do you need more help?

We have a dedicated support team at If you can’t find the help you need here, please get in touch with us. Drop an email at

New app launched!

More than one million beds in over 400 cities worldwide

pic world hello
Looks like you're visiting us from %source_country%! Would you like to visit the %language% site?