What happened to the host of the Hausjaeger

What if I have to cancel due to a problem with the property or the host?

If something unexpected happens during your stay, we generally recommend speaking to your host first. Most hosts prefer to clear up this situation as soon as possible by fixing the problem, offering a partial refund - or implementing a combination of both. You can send a message to your host directly from your inbox.

If you come to an agreement with your host that includes a refund, you and your host can send and receive money through our mediation center. If your host cancels your booking, you will always receive a full refund, including all fees and taxes.

However, if your host can't or won't help you, you may be eligible for a full refund under our guest refund policy. To do this, you must contact Airbnb within 24 hours of discovering the problem.

Travel issues where the guest refund policy applies

The guest refund policy has additional details, but here's an overview of what's covered:

  • You do not have access to the accommodation (For example, if the host gives the wrong code for the key box and cannot be reached or if he offers you another accommodation instead of your booked accommodation without your consent).
  • The property is not safe or clean upon arrival (This includes dirty bedding, dangerous bugs or insects, or safety or health hazards).
  • Essential equipment features are missing or do not work (For example, when the kitchen is being renovated, the pool is in poor condition in the summer months or the heater is defective in winter).
  • The accommodation is not as stated in the listing description (For example, the number of rooms or beds is different or certain barrier-free features are missing).

Submit your claim within 24 hours

If you encounter any of the above travel issues during your stay, please do the following:

  1. Collect evidence: If possible, take photos or videos to document issues such as dirty linen or incorrect access codes.
  2. Contact us:Write or call Airbnb within 24 hours of realizing the travel problem. Also share your photos or videos with us.
  3. Be available: We need to be able to get back to you with the next steps that apply specifically to you.
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