Bikes in student residences: how to avoid surprise charges when students return them

Direct answer: surprise charges when a bike is returned usually have three causes: a rental left open, a bike the system can't see at the residence and a price nobody explained. You avoid them with a good parking spot, a clear sign and one consistent message.

And when it still happens, Cityflow sorts it out with the student, not your reception. The two payment models and how to choose between them are in the guide to electric bikes for student residences. This article is about the end of the ride.

Why does it matter to whoever runs the residence?

Because the complaint doesn't stay with the student: it ends up at the front desk. And reception can't do anything about a bike it doesn't operate. It's a line we've read in real conversations with residences: “There's nothing we can do from reception.” An amenity that generates complaints takes away instead of adding.

The time of day doesn't help either. Across our whole accommodation network, the busiest time for returns is 7 pm to 9 pm (you can see it in our operating data). It's the end of the day: the student is back from class or training, leaves the bike in a hurry and goes upstairs. If returning it properly depends on reading long instructions, sooner or later it will go wrong.

Where do surprise charges come from?

All four can be prevented before they happen. And none of them can be fixed from the front desk.

Where should the bikes be parked?

Where they can be seen, where students walk past every day and where the GPS works well. The residence's parking zone is geolocated: when the rental ends, the system has to see the bike inside it. A basement or a deep garage is a bad place, because the signal may not get through.

The entrance or a courtyard usually works better and also shows your branded bikes to anyone visiting the residence. If the only possible place is a basement or a garage, tell us before installation and we'll look at it together.

What should the sign next to the bikes say?

Three steps and a contact. If it's long, nobody reads it:

1. Leave the bike in the residence's parking zone.
2. Close the lock and end the rental.
3. If it won't let you end it, don't leave without messaging us: with a photo of the parked bike, we'll end it for you.

Underneath, who to message: Cityflow, not reception. Put the sign up in at least Spanish and English. Students message us in many languages, and we reply in theirs.

What goes in the student welcome?

The same as the sign, plus the price. An example for the model where the student pays:

“The residence has electric bikes for you. They cost €5 on each day you use one. When you're done, leave it in the parking zone, close the lock and end the rental. If something goes wrong, message Cityflow with a photo of the parked bike: they'll reply in your language.”

If the residence includes it, change the second sentence to “They're free for you.” And send it before they arrive: at the start of the academic year, when everyone arrives at once, nobody stops to read a sign.

What should reception say?

Just one line: “Message Cityflow and send them a photo of the parked bike; they'll end it for you.” Reception doesn't end rentals, doesn't check the bike and doesn't act as a go-between over a charge: we sort that out with the student.

What the whole residence does need to do is say the same thing about the price:

• If the residence includes it: “It's free for you.”
• If the student pays: “It's €5 on each day you use it.” Never “it's free”.

What does Cityflow do when a student has a problem?

• They message us directly and we reply in their language.
• If they can't end the rental, they send us a photo of the bike parked at the residence and we end it.
• If the bike isn't where it should be, we know where it is: it has GPS.
• If it breaks down, maintenance and repairs are on us. You don't get a bill.

The residence doesn't act as a go-between at any step.

What should you ask any provider?

Before signing, these five questions tell you how many complaints will reach you:

1. What happens if a student can't end the rental?
2. Who do they message, reception or the provider? In what language do they get a reply?
3. What happens if the GPS doesn't place the bike at the residence?
4. Who sorts out a charge the student disputes?
5. What does reception have to do in all this?

If the answer to the last one is “nothing”, you're on the right track. The full service is on electric bikes for student residences. If you want to see it with your residence's numbers, talk to sales.

Frequently asked questions

Who sorts out a rental the student can't end?

Cityflow. The student messages us and, with a photo of the bike parked at the residence, we end it. Reception isn't involved.

Where should the bikes be parked at the residence?

In a visible spot that students walk past, like the entrance or a courtyard. A basement or a deep garage is a bad place: the GPS may not see the bike when the rental ends.

How much does the student pay?

Nothing if the residence includes it. If the student pays, it's €5 on each day they use it, and the residence pays nothing.

What language do students get support in?

Their own. Students message Cityflow directly, not reception.