What are discount codes, and when can I use them?

• Discount or promo codes must be applied at the time of booking or before confirmation.
• They cannot be applied later under any circumstances.
• Discounts apply only to the Reservation Fee, which may be:
  • Reduced partially or fully (even to €0),
  • But will never result in a payment owed to the resident.

Is it allowed to avoid Spotahome fees?

No. It is strictly forbidden to:

• Bypass the booking/payment process, or
• Arrange bookings outside the platform to avoid fees (Reservation Fee or Service Fee).

Penalty

• If a user attempts to bypass fees, they must pay compensation equal to the avoided Reservation Fee or Service Fee.

Do I need to provide a payment method?

Yes. Tenants must provide a valid payment method for booking confirmation.

• A booking is not confirmed until:
  • First Payment, and
  • Reservation Fee + VAT
     are successfully collected.

If payment fails or is withdrawn:

• Spotahome may cancel the booking.
• Standard cancellation policies apply.

How are rent payments made?

• Rent is typically paid via direct debit (SEPA/BACS).
• Exceptions:
  • Tenants with no EEA credit history, non-EEA nationals, or non-EEA residents may pay by card, but:
    • A 4% surcharge applies.
• EEA card payments are not accepted for this exception and will be refunded.

What are my responsibilities for payments?

You must:

• Ensure correct and up-to-date payment details.
• Ensure sufficient funds are available on the 1st of each month.
• Cover any bank fees, currency charges, or payment costs.
• Understand that failed payments may lead to suspension or cancellation.

Spotahome:

• May charge rent and fees in the first week of each month.
• Is not responsible for banking or exchange fees.

What happens if my payment method fails?

• Spotahome may:
  • Suspend or cancel your reservation, and
  • Require a new valid payment method before reactivation.
• You will be notified via email.
• You waive claims for losses such as accommodation disruption or additional costs.

What is the security deposit/fee recovery system?

• Spotahome may:
  • Deduct fees owed from any payments due to users, or
  • Retain funds from current or future bookings.
• If Spotahome overpays due to error:
  • The amount must be repaid immediately,
  • And may be recovered via:
    • Offsetting future payments, or
    • Debt collection/legal action.

What happens if I cancel or move out early?

• Payment adjustments will be made based on the agreed plan.
• In case of early move-out:
  • The rental agreement between landlord and tenant prevails.
  • If not specified, Spotahome applies a 30-day notice rule.

UK rule:

• If tenant stays 15+ days in a month, full monthly fee applies.
• If less than 15 days → no monthly fee is charged.

What enforcement actions can Spotahome take?

For non-payment or breaches, Spotahome may:

• Cancel bookings (current and future).
• Suspend or permanently disable accounts.
• Withhold payments, refunds, or guarantees.
• Initiate debt collection or legal action.
• Recover all costs, including legal and collection fees.
• Hold directors/shareholders personally liable (if applicable).

Can Spotahome withhold or offset my money?

Yes. Spotahome may:

• Deduct outstanding debts from any current or future payments.
• Apply funds from any booking to settle previous debts.
• Cancel bookings without refund in case of fraud (e.g. multiple accounts).

What happens if a payment error occurs in my favour?

• Any incorrect payment or refund must be:
  • Returned immediately to Spotahome.
• Spotahome may recover it via:
  • Offsetting,
  • Debt collection, or
  • Legal action.

Can Spotahome cancel my booking or account?

Yes. Spotahome may:

• Cancel bookings,
• Suspend or remove accounts, or
• Reject future bookings

if there are:

• Payment issues,
• Contract breaches, or
• Risk to platform integrity.

Invoicing

• Simplified invoices are issued after booking.
• Detailed VAT invoices available upon request.
• Fees owed to Spotahome may be deducted from payments before transfer to landlords or tenants.

When is a cancellation free of charge? 

Cancellations incur no cost if they are performed before the landlord has officially accepted the booking.

What are the refund rates for the first month's rent?

• 60+ days before check-in: 100% refund.
• 30–59 days before check-in: 50% refund.
• 29 days or less before check-in: No refund is available.

Is the reservation fee refundable? 

No. Once the booking is confirmed, the platform fee is strictly non-refundable regardless of the cancellation timing.

How should a cancellation be submitted? 

To ensure the correct policy is applied and the timeline is logged, the request must be submitted via the tenant's account panel.

The above cancellation policy is a synopsis of the property’s cancellation policy. There could be a few changes incorporated from time to time. Hence, we recommend you review the full Accommodation Contract for a comprehensive understanding of their cancellation policies.