Phase 5 · Incidents, Disputes, and Claims

Cancellation, overbooking, major breakdown

Three situations in which the goal is to save the trip—or, failing that, to minimize the damage.

A trip can go wrong in three ways: the traveler cancels, two reservations overlap, or the accommodation becomes uninhabitable at the worst possible time. These are three different scenarios, but the approach to handling them is the same: save the trip whenever possible, and when that’s no longer an option, minimize the financial and rating-related consequences.

This page explains each scenario, the response process, and the distinction between what we handle immediately and what requires your decision.

Landmark

A critical breakdown is one that makes a home uninhabitable or unsafe—such as problems with water, electricity, heating in the winter, or security. A dishwasher breakdown does not qualify as a critical breakdown.

Cancellation by the traveler

It is governed by the cancellation terms listed in the ad. The portion you retain is included in the basis for calculating our fees; the amount refunded to the traveler is not included.

Overbooking

Calendar synchronization makes this highly unlikely. If it does occur, the priority is to rebook the traveler within the same sector at an equivalent class of service. The financial consequences depend on the cause of the error.

The critical failure

Example: Water damage on a Sunday. We shut off the water supply, try to find alternative accommodations for the guest in the area, and contact you at the same time. We do not wait for your response before taking precautionary measures; however, we do wait for your approval before incurring expenses exceeding €200 (including tax).

Good to Know

Prevention is cheaper than dealing with the consequences: an air conditioning maintenance check in the spring, a boiler inspection in the fall, and most major breakdowns never occur in the middle of the season.

The Mistake to Avoid

Pick up the item on the reserved dates. If you cancel, you will be charged a platform fee and a ranking penalty: confirmed travelers take priority over last-minute bookings.

Points to Watch For

The fee base is calculated based on the amount of money actually retained. The portion retained after cancellation is included in this calculation, while the refunded portion is not, as detailed on page 1.2.
Overbooking can be prevented through the continuous synchronization described on page 3.8: “highly unlikely” does not mean “impossible,” which is why the rebooking procedure is ready to be used.
The €200 threshold (including tax) marks the dividing line between two categories. Interim measures do not require approval, but expenses exceeding this amount require your approval, as detailed on page 4.5.

Warning

Relocation costs are not covered by the €200 threshold: we will discuss them with you immediately whenever possible.

Frequently Asked Questions

A traveler cancels: Will I get paid?

Subject to the cancellation terms specified in the listing. The portion you retain is included in the basis for calculating our fees; the portion refunded to the traveler is not included.

What happens if there's a duplicate reservation?

This scenario is highly unlikely due to the synchronization. If it does occur, priority should be given to relocating the traveler within the same sector to an equivalent class; the financial consequences depend on the source of the error.

Water Damage on a Sunday: Who Decides What?

We’ll shut off the water and look for alternative housing right away: these are the precautionary measures. We’ll need your approval for any expenses exceeding €200 (including tax), unless we’re unable to reach you.

My dishwasher breaks down while I'm on vacation: Is this a major problem?

No: The housing remains serviceable. The malfunction is addressed as part of routine maintenance, as described on page 4.5, with information provided and decisions made based on the specific circumstances.