Frequently Asked Questions

Which apartments can I find at HOPE Apartments?
With us, you  find minimalist & charmingly furnished studios and small apartments as well as spacious family apartments and design lofts in all central districts of Berlin. Personally furnished & with attention to detail.

How are the apartments equipped?
All apartments are equipped with basics like dishes, bed linen, towels, dishwasher, washing machine and internet. In case of exceptions it is written in the apartment description.

What happens after I have signed the rental contract?
After you have signed the contract, you transfer the first month’s rent and the deposit. The deposit is held in trust by us in a separate deposit account. As soon as we receive the amount, we will organize the apartment handover date. We go through the inventory with you, note the meter readings and prepare a handover protocol. Within the first three days, you have the opportunity to report any damage not caused by you, which may have been overlooked during the handover.

I will arrive outside the opening hours. Can I still check into my apartment?
For check-ins outside our opening hours we will give you the necessary information, e.g. we will send you your Nuki smart lock code. This way, you can already enter the apartment. The check-in will take place on the next working day. Only one person has to be present, if you move in as a multi-person household.

Do I have to pay GEZ (Rundfunkbeitrag)?
If you need to register in Berlin, you will receive a letter from the GEZ asking you to pay the GEZ fee. The owners of our apartments have to pay the GEZ fee at the place where they are registered, so tenants who register in Berlin have to pay the GEZ fee for themselves. Unfortunately, this is the only tax/service that is not included in our leases, as not every tenant needs to register in Berlin.

Can I change the furniture in the apartment?
No, unfortunately this is not possible. If you need to bring and store your own furniture, we advise you to rent a storage space.

What happens if something breaks?
Please let us know immediately if something should break or not work. Just call us within the opening hours or write us an email, gladly already with a photo showing the problem.

My heating does not work. What should I do?
In Berlin, the official heating period is from 01 October to 30 April. Outside this period, it is quite possible that your heating system does not work. The only exception here is if the outside temperature has been below 16°C for three days in a row. If your heating does not work within the heating period, please read the answer to the next question.

My internet/electricity/heating (within the heating period) is not working. What should I do?
For emergencies concerning heating, keys or electricity we are also available on weekends between 9am and 6pm. Outside of these hours, please email us, as we check our mailbox regularly.

What happens if something breaks in the apartment through my fault?
As a tenant at Hope Apartments, you are required to provide proof of personal liability insurance, or take out insurance if you do not already have it. This usually covers damage to the apartment caused by you. Please ask your insurance company if they also cover damages in a rented apartment used by you. If you do not have a liability insurance yet, our partner for insurances, Anita Gurung, will help you find a suitable one.

In many of our apartments we use Nuki smart locks.

How secure is Nuki?
The Smart Lock’s communication is end-to-end encrypted. Nuki’s security standards are comparable to those of the online banking sector.

What happens when the batteries of the Smart Lock are empty?
As soon as the battery indicates lower than 40%, we will inform you about it. The battery life is about 6 months on average. You can charge the batteries using a regular phone charger with a USB-C port. When you plug it in, the light under the lock will start flashing, and when charging is complete, the light will stop. You can either charge the battery while it is installed in the door, or you can remove the battery pack and charge it. If your Nuki does not have a USB-C port, replace the batteries. Please note: If you remove the battery pack, you will not be able to enter the home until you replace it.

How can I unlock the door if I forgot my phone or the battery is out?
You can log in to your Nuki web account from any internet-enabled device and use it to lock the door.

I did not receive a Nuki code or it is no longer valid.
Make sure that the invitation did not end up in your spam folder. The Nuki code invitation is only valid for 24 hours and expires afterwards. Contact us if your code has expired.

In many apartments we use Fritz! smart thermostats.

This helps to save energy and reduce the carbon footprint. The thermostats are already set up. If you still have questions, feel free to contact us.

Are pets allowed in the apartments?
In principle, you will find the information whether the desired apartment is pet-friendly when booking the apartment. If pets are not allowed, you are welcome to contact us before moving in to find a good solution for you and your companion. However, we would like to point out that no pets are allowed in our apartments without prior agreement.

We have moved into an apartment as a shared apartment. One of us wants to move out early. What do we have to consider?
First, check who of you is on the lease, how long the lease will run and what your notice period is. Then contact us, ideally with a proposed solution for a new tenant.

What happens when my move-out date is fixed?
As soon as your move-out date is fixed, we organize a date for the handover of the apartment. We go through the inventory, read the meter readings and note any damage in the protocol. You will receive an estimate of the final cleaning effort. After the final cleaning is done, you will usually get your deposit back within four weeks.

What is the procedure for apartment handover and final cleaning?
Before you move in and after you move out, our apartments are professionally cleaned and the inventory is checked. Each tenant is obliged to pay for the final cleaning. As a general rule, the costs amount to approximately 100 €. They will be settled with the deposit.

How can I keep the costs for the final cleaning within limits?
Since there are very different ideas of cleanliness, it always happens that our professional cleaning team needs longer than the average 4 hours. We therefore recommend our intermediate cleaning service, which – like the final cleaning – is offered by our sister company future forward services.

Can I extend my stay in the apartment?
In principle, this is possible after consultation with us, should the apartment still be available for the extended period. So it’s best to inquire with enough lead time. Otherwise, please check here for other available apartments.

What happens if mail continues to arrive for me after I leave?
We will gladly forward mail that continues to arrive for you in bundles. Please note, however, that after your departure your name will be removed from the mailbox! If necessary, the forwarding service of Deutsche Post (Nachsendeservice) is also worthwhile for you.

Do not hesitate to contact us – we are here for you!