Private Accommodation

What are my consumer rights when booking private accommodation in the EU. Norway or Iceland?

Do you want to rent private accommodation or a holiday home? To avoid holiday rental fraud, learn all the essential information about your consumer rights when renting private accommodation in the European Union, Norway or Iceland.

Booking a private accommodation in the European Union

    Before booking a private accommodation or holiday home, we advise you to thoroughly read the cancellation, (pre)payment and no-show policy of the provider.

    Policies vary wildly. Read on to learn about your consumer rights when something has gone wrong before or during your stay.

  • If you want to book a private accommodation — either directly with the landlord or through a booking platform — look for a trustworthy offer. Below are a few helpful tips:

    • Check the ratings, photos, and description of the accommodation on different websites.

    • Avoid bargains if you are expected to pay the full rent or a large deposit a long time in advance.

    • Be wary if an unbelievably low-priced flat is fantastically located and luxuriously furnished.

    #trustworthy-offers-private-accommodation

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  • If you are having doubts about the private accommodation, it is best to take your time to think about your options thoroughly before booking the accommodation. Below are a few helpful tips.

    • Is the address correct — is there an apartment building there?
      → Look the address up on Google Earth.
    • Has the offer been warned against somewhere?
      → Copy the text of the advertisement and enter it into the search engine.
    • Are the photos genuine?
      → Perform a reverse image search on Google. Fraudsters like to use the same photos for different offers.

    #doubts-private-accommodation

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  • If you are planning to book a private accommodation through a booking platform, please keep the following tips in mind:

    • Only book, pay (!), and communicate through the platform. Never make a payment outside the platform.
    • Do not get involved if you are asked to send money via money transfer services such as Western Union or MoneyGram. These types of payments are not traceable. Remember a bank transfer is not a ‘secure’ payment method either, as you cannot cancel it.
    • Make sure you know how you will get the keys before confirming your booking. If the landlord asks you to meet them in a car park for the handover or wants to send the keys to you by post in exchange for cash, do not confirm the booking!

    #booking-tips-private-accommodation

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  • Preferably use your credit card for any payment — in the case of fraud or other issues, you can often request a chargeback. Below are a few helpful tips.

    • Only pay via the booking portal
       

    • Pay by direct debit or credit card if you can

    • Use PayPal, which is considered a secure payment method because it provides Buyer Protection

    • Avoid instant transfers and cash transfers (e.g. Western Union)

    #secure-payment-tips-private-accommodation

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  • Depending on the cancellation conditions and the time of cancellation, the host will charge cancellation fees. This also applies if you are unable to make it to the accommodation — for example, due to illness or other personal reasons. In such cases, it is helpful if you have taken out travel insurance in good time beforehand.

    Expenses that will not be incurred — such as cleaning costs — should be deducted. You sometimes don’t have to pay for your cancelled stay if the landlord is able to let the accommodation to someone else instead. In practice, however, it is difficult to prove they did.

    Service charges paid at the time of booking are usually not refunded. In addition, some online portals charge an additional service fee for processing cancellations.

    #cancelling-private-accommodation-booking

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  • The platform provides information on what to do if the landlord cancels your booking. Usually, the guest receives a full refund and support in finding replacement accommodation via the platform. In some cases, portals are also accommodating if replacement accommodation requires additional costs.

    Please note: tenants and landlords must cancel a booking via the platform!

    #landlord-cancels-booking

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  • Promises should be kept. Are there defects in the room? Or is the room mouldy or dirty? In such cases, ask the landlord in writing (e.g. by e-mail or on WhatsApp) to rectify the defects. You should also report the deficiencies to the accommodation portal. Make sure you include clear, detailed photos.

    If an object, for example an household appliance, breaks during the rental period, shoot photos or videos and immediately contact the landlord and the platform to inform them. Do not wait until the trip is over. Ask the landlord to repair the damaged object. If they do not remedy the defect, you can request a rental price reduction.

    #defects-private-accommodation

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  • If you cause any damage to the rented flat, you can be held liable. This applies to stays at both hotels and private accommodation. It is recommended that you take out private liability insurance. Before you go on your trip, check whether your liability insurance covers such damages. If not, you can take out comprehensive insurance coverage or a separate policy with another insurance company.

    Please note: in the event of damage, you should always inform the landlord.

    #liability-for-damages-accommodation

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  • Make an inventory with the landlord. That way, you have evidence in case they try to hold you responsible for damages you did not cause.

    Incidentally, your liability insurance provider will check to what extent claims and demands are justified.

    #evidence-of-damages-accommodation

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Where can I get assistance and advice?

The European Consumer Centres Network provides free legal advice and support on cross-border purchasing issues. It can also help consumers deal with disputes relating to travelling in the EU, Norway, and Iceland. If you have tried to resolve a dispute with a business to no avail, click here to contact your local ECC and submit an enquiry.

 

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