Accommodation is not accessible ,lost 902 euro .
I made a single payment of 902 EUR to Spotahome, which included 248 EUR as Spotahome service fee and approximately 650 EUR as rent.
After that, I was asked to pay an additional 150 EUR administration fee directly to Habyt because property was not managed directly by them, but by another intermediary company. So I have to make payments to 2 intermediary companies.
This resulted in duplicate fees for the same booking, which was not clearly disclosed in advance.
Landlord not give me nothing answer from the day when i made payment...
In these conditions when there are no details about the key also check-in ,is not possible ...
Furthermore, no check-in instructions were provided 24 hours before the move-in date, and communication was unsuccessful for several days.
As the booking was never completed, no contract was signed, and no access to the property was provided, the service could not be used.
I am therefore requesting a full review of this case and an appropriate resolution regarding the payment made.
This is a case of service not provided due to undisclosed and post-payment conditions, which legally invalidates any cancellation penalty.
To be absolutely clear:
• I did not complete check-in
• I did not receive check-in instructions
• I did not access the property
• I did not receive the contracted service
The reason is straightforward:
After payment, I was required to accept additional essential conditions (deposit and contract) that were not transparently and clearly disclosed prior to payment, and without which access to the property was denied.
Under EU consumer protection law, when access to a service is conditioned on post-payment requirements that materially affect the contract, the service is legally considered not provided. In such cases, cancellation penalties and non-refundable clauses are unenforceable.
Regarding your statement about “digitally introducing me to the landlord”:
• A digital introduction does not constitute delivery of accommodation services
• No stay occurred
• No access was granted
• No value was received
I just wrote to:
European Consumer Centre Germany
👉 EVZ Deutschland
Online Dispute Resolution (ODR)
Verbraucherzentrale
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Spotahome is an online marketplace which offers verified rental accommodation across 100 European cities.
Spotahome began as a start-up created in 2014 by 4 friends with a vision to revolutionise the traditional rental space
At Spotahome we make renting easy by allowing people to book completely online from wherever they are in the world, with the knowledge that the property they are booking is real and accurate.
So far we’ve helped over 100,000 users find their perfect home – no more traditional viewings, no more time-wasting, just easy online renting!
We pride ourselves on providing customers with high quality properties, showing them detailed videos, tours and photos so they know exactly what they’re booking. See more
