Cancellation & Refund
What cancellation conditions apply to my booking?
The cancellation policy displayed in the respective listing is always binding — you will see it before booking directly in the booking box and afterwards in your booking overview. We use three policy types: Flexible (free cancellation until shortly before check-in), Moderate (free cancellation until a few days before check-in) and Strict (restricted cancellation). The exact deadlines and refund rates for your accommodation are shown in the listing.
How do I cancel?
The easiest way is to do it yourself in your guest area: "My Trips" → open booking → "Cancel booking". The applicable conditions and any refund will be shown to you before confirmation. Alternatively, you can reach us at any time via chat or email — we'll take care of it.
When and how will I receive my refund?
We process refunds automatically to the payment method used when booking. Depending on your bank, the credit usually takes 5–10 working days. You will receive a confirmation by e-mail once the refund has been processed.
What happens with booking enquiries?
For properties booked on request, your payment is already recorded when you make the enquiry. If we cannot confirm the enquiry, you will automatically receive the full amount back.
Bookings via Airbnb, Booking.com or FeWo-direkt
If you booked via a portal, the cancellation and refund terms of the respective portal apply — please cancel directly there in this case.
Right of withdrawal
For accommodation services on a fixed date, there is no statutory right of withdrawal in accordance with § 312g para. 2 no. 9 BGB — the cancellation terms described above apply. You will find further details in our Terms and Conditions.