1. What happens if guests cancel before check-in?

If a guest cancels a booking, the cancellation fees for the guest are generally calculated according to the cancellation conditions of the partner that apply to this booking. The partner will be paid this amount minus the applicable commission after cancellation.

2. What happens if partners cancel before check-in?

If partners cancel a booking before check-in, the guest will automatically receive a full refund. If the partner cancels a booking within 30 days of check-in, an attempt will be made to find the guest similar property at comparable rates (subject to availability).

3. What happens if another problem in connection with a booking affects a stay?

Guests must report problems with a booking as soon as they are identified and within the travel period. If CHECK24 Ferienwohnungen determines that a problem with a booking has affected a guest's stay, CHECK24 Ferienwohnungen will provide the guest with a full or partial refund or assist the guest in finding similar property (subject to availability at comparable rates). Assistance with rebooking or the amount of the refund depends on various factors. These include the extent of the booking problem, the impact on the guest and the extent to which the stay was affected. Other important questions are whether the guest leaves the property, whether there were other mitigating factors and whether the problem with the booking can be clearly demonstrated.

4. Which problems in connection with a booking are covered by this policy?

The term ‘Problem in connection with a booking’ refers to the following situations:

The partner cancels the booking before check-in.
The partner does not allow the guest access to the property.
The property is uninhabitable at check-in for one of the following reasons or for other reasons:

It is not in a clean and hygienic condition.
There are safety or health risks

The property differs significantly from the description in the advert, for example:

incorrect information about the type of property (e.g. entire property, private room or shared room);
incorrect information on the type or number of rooms (e.g. bedroom, bathroom and kitchen);
incorrect information on the location of the property;
the advert does not state that the partner, another person or a pet will be present during the stay;
certain equipment or facilities described in the advert are not available or do not work (e.g. pool or jacuzzi; other essential appliances; heating or air conditioning).

5. How guests can request assistance with rebooking or a refund

To request rebooking assistance or a refund, the guest who made the booking must contact CHECK24 Ferienwohnungen or the partner immediately after identifying the problem with the booking. Claims should be supported by appropriate evidence such as photos, videos or confirmation of the circumstances by the partner, which can be used to determine whether there is indeed a problem in connection with a booking.

6. Solutions for the guest

The following solutions are possible if problems arise in connection with a booking:

Alternative property: Equivalent property that fulfils the conditions of the original booking. For the purposes of this agreement, equivalent property means property and other related services that correspond in terms of their function, quality and economic value to the originally agreed subject matter of the rental agreement between the guest and the partner and that enable it to be used as intended without significant restrictions.
Free cancellation: For guests who do not want an alternative solution.
Change of booking date: If desired and possible.

There may be complications in finding a solution if the guest rejects it. Guests can generally reject alternatives, but must give a valid reason (e.g. too far away or lack of essential facilities).

After two refusals, the guest will be asked to organise their own property. The additional costs will be covered by CHECK24 Ferienwohnungen, provided a valid receipt is submitted. CHECK24 Ferienwohnungen will then invoice this amount to the partner, who is obliged to reimburse it.

7. In which case relocation is considered as a solution

Relocation processes are activated when a property is unable to honour a guest's booking within 30 days prior to or on the day of arrival. Typical reasons are overbooking, unavailability of the property or the booked room and reasons such as disputes that result in the booking not being realisable.

8. How relocation works

The property is contacted by the guest to clarify the situation and determine whether it can offer an alternative solution (e.g. other rooms or locations).

The partner responds within the following Service-Level Agreements and provides the Guest with alternative property in accordance with the requirements set out in the Terms and Conditions. The original booking remains valid and the guest does not have to make a new booking for the alternative property. Any additional costs incurred by the alternative property will be reimbursed to the guest by the partner.

If the partner does not respond within the deadlines or does not provide an alternative that meets the requirements, CHECK24 Ferienwohnungen will intervene through its own customer service and organise alternative property that meets the requirements of the Terms and Conditions. The original booking will be cancelled and guests must book the new property. Any additional costs will be refunded to the guest upon presentation of a receipt from CHECK24 Ferienwohnungen and subsequently invoiced to the partner. The partner is obliged to reimburse these additional costs to CHECK24 Ferienwohnungen.

9. Service Level Agreements (SLA) Relocation

The following response times apply:

30 minutes for arrivals within 24 hours
2 hours for arrivals within 1 to 7 days
24 hours for arrivals in more than 7 days
If no response is received within these deadlines, the guest will receive a final email with instructions.

10. How this policy affects partners

If a partner cancels a booking or another problem related to the booking affects the stay for which the partner is responsible, the partner will not receive a payout or the payout will be reduced by the amount of the refund to the guest.

As a rule, CHECK24 Ferienwohnungen will attempt to confirm the information provided by guests through the partner. Partners can also object to the information provided by guests in connection with a booking by contacting CHECK24 Ferienwohnungen. If a short-term clarification is not possible, CHECK24 Ferienwohnungen will retain the amount paid by the guest until the final clarification.

11. Other matters that should be noted

This policy applies to all bookings made on or after 19 December 2024 and is applicable to the fullest extent permitted by law. This may include warranties that cannot be excluded. Where these policies apply, they shall prevail and take precedence over the cancellation policy applicable to the booking. Before submitting a claim to CHECK24 Ferienwohnungen, guests must, whenever possible, notify the partner and attempt to resolve the issue relating to the booking directly with the partner.

Submitting a fraudulent claim is a violation of the Terms of Use and may result in cancellation of the CHECK24 account. Our decisions under this policy are binding but do not affect any other contractual or legal rights that may exist. Any right of guests or partners to take legal action remains unaffected. This policy is not an insurance policy, neither guests nor partners have paid any premium. All rights and obligations under this policy apply to the guest making the booking and to the partner of the booking and cannot be transferred or assigned. Any changes to this policy will be made in accordance with the Terms of Use.

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