Frequently Asked Questions

Q: How will I receive my daily stipend and/or incentives?

A: To receive any incentives (this includes the daily stipend), all paperwork must first be completely signed. Within 24 hours of the completion of all paperwork, funds will be deposited into your Community Rewards account. You can register for your Community Rewards account here.

Once the funds have been deposited into your account, there are a number of ways you can withdrawal the funds including:

  • an American Express card which can be linked to your Apple or Google Pay account - this can be used anywhere all major credit cards are accepted (learn how to do this HERE),
  • Visa E-Card which can be used for online purchases, or
  • Select from one of many reward brands available.

 If you're looking to purchase groceries using your funds, options include:

  • an American Express card which can be linked to your Apple or Google Pay account - this can be used anywhere all major credit cards are accepted,
  • Target, which has a complete grocery store,
  • Amazon, including Amazon Fresh - a division for grocery and fresh produce that is delivered directly to the customer.

Q: Why is my apartment not ready for my original lease date?

A:  The construction of the project has been delayed by state and local shutdowns of business operations, which include construction, due to the COVID-19 pandemic, as well as extreme rain and flooding events this spring and summer.  Further, COVID-19 impacts on labor supply and the supply chain for building materials have negatively impacted the ability to “catch up” the schedule from the aforementioned shutdowns.  The general contractor has been using every means  at its disposal to accelerate the completion of construction and is continuing to complete your apartment as soon as possible.  We remain committed to serving you well, even in these challenging times, and are doing our best to make the best of a bad situation. 

Q: Have the existing buildings failed mandatory inspections due to not being built to code?

A: The General Contractor and the Developer are working with City staff daily to insure all the inspection requirements are achieved prior to occupancy. Life safety is the number one priority. All of our site and buildings were issued building permits by the City of Ann Arbor. The City will not allow construction without the necessary permits.

Q: Will the quality of the property and/or my apartment be negatively impacted due to a “rush” to complete construction?

A:  Our construction contractor is doing everything in its power to get your apartment move-in ready as quickly as possible.  In an effort to move you in in a timely manner, it is likely that there may be “punch list” type items that you may find when you complete your move-in inspection checklist.  We will work to resolve those items as quickly as possible after you have moved in.  The completion of the exterior (landscaping, building exterior punch list, etc.) work is further behind than they interior of the buildings.  There will likely be exterior work that continues after your move-in.  The property will not be in its final finished form when you move-in but we will ensure that the property ultimately is finished to our best-in-class standards.

Q: When will the amenities be ready?

A: The clubhouse and its interior amenities are close to completion and we will continue to keep you updated on the progress status.  Our primary goal is to allow residents to occupy the units. Other amenities will be available as soon as possible but may take some time.

Q: What are you doing to compensate me for the inconvenience of my apartment not being ready on time?

A: We deeply regret the inconvenience caused by this delayed completion. The One staff worked around the clock to find accommodations for all of our affected resident.  We have offered every resident three options: (1) $50 per day of anticipated move-in delay, a hotel room beginning on the earliest day available (assigned based on priority by date original lease was signed), hotel shuttle service, and pro-rated rent; (2) $100 per day of anticipated move-in delay (no hotel) and pro-rated rent; or (3) the option to terminate the lease with The One and receive a refund of pre-paid rent.

While it is beyond disappointing to be in this situation, we eagerly look forward to having all of our residents moved in to The One in the near future and look forward to doing our utmost to serve you well. Not to get ahead of ourselves, but we may have some resident appreciation events and celebratory parties in mind once you are moved-in and the dust has settled. It will be our goal for these uncomfortable early weeks to quickly become a distant memory that is dramatically overshadowed by your positive experience at The One.

Q: If there are further delays, can I switch to a hotel room?

A: Yes.  If you've currently selected option 2 and have been securing your own residence and would prefer to be in a hotel should there be a further delay, you may elect option 1 on the next election form and switch to a hotel.

Q: Can I be transferred to a different hotel or get an earlier hotel check-in date?

A: There are numerous reasons that residents have requested to be transferred to a different hotel. Check-in dates were assigned giving priority to residents by the date they signed their original lease at The One. Unfortunately, at this time, we are unable to change hotel or check-in date assignments.

Q: How are you responding to resident and student demands?

A: ​We are doing everything in our power to provide solutions for our residents to minimize the impact on the start of their school year. We are offering hotel rooms, daily stipends, rent prorations and rent waivers as well as increased shuttle service during the temporary hotel stays—and ultimately, if that is insufficient, the option to terminate the lease. We remain focused on completing the community and working with the City to get students moved in as quickly as possible.

Q: What is the shuttle schedule?

A: The shuttle schedule and routes can be found here. There are four separate routes with live GPS tracker attached to each. The GPS will track specific locations of each bus. The pick-up schedule on Monday through Friday is approximately at the top of the hour from the hotels and drop offs are approximately at the bottom the hour at both campus locations. We will continue to refine the schedule as we work through the first week of operations. If any modifications occur we will make updates within the individual bus tabs on the website.

Q: How and when will my option payment be made?

A: When your move-in checklist is completed the amount will be posted to your Community Rewards account within 24-48 hours. Please make sure you have completed your Community Rewards registration.

Q: Is The One providing storage units?

A: The student can choose how to use the monetary stipend. If a student is taking the hotel offer, the daily stipend is $50. If the hotel is not needed/chosen, the stipend is $100 per day. This approach provides flexibility for the student; the stipend could be used for a storage unit, for example.

Q: How will you update me on progress and developments for move in

A: New information will be posted to the Progress Updates page daily if anything changes. If your specific situation changes or there are changes to your move-in date, we will contact you directly to provide detailed information and options as outlined in your agreement.

Q: Are there other resources available?

A: The University of Michigan, Dean of Students Office, may be able to assist you and we encourage you to contact them at 734-764-7420 or deanofstudents@umich.edu.

Q: I've terminated my lease, when will I get my money back?

A: In order to process a lease termination, you must have signed your termination form and your option 3 election form. These must be countersigned by our staff. Once this is complete all monies will be refunded to the original method of payment. Refunds may take up to 14 business days to process. 

Q: What is the current shuttle schedule?

A:  Each hotel has a designated shuttle or shuttles running 3 distinct routes -

  • A daily campus shuttle, Monday - Friday from 7am - 7pm (route 3A starts at 6:30am)
  • A night shuttle running Thursday - Saturday from 9pm - 2:30am
  • A weekend grocery shuttle running on Saturday from 10am - 2pm

Specified routes can be found on your respective Shuttle Map flyer on our Shuttle Routes & Trackers page.  The listed days and times are intended to mimic The One's property shuttle schedules, which you can expect when living on-site.
We are currently utilizing a third-party shuttle company with customized routes to ensure continued transportation to campus, nightlife, and grocery shopping. 

Q: Where is the Central Campus shuttle pick-up/drop-off?

A:  The Central Campus pick-up/drop-off is AT OR ACROSS from the Ride Bus Pavilion near 930 South University Ave.  (covered bus stop).