1. General

These cancellation policies apply to all holiday apartment bookings made through our platform. By booking accommodation, you accept these terms and conditions.

2. Cancellation by the guest

1. The tenant has the right to cancel the rental agreement for the holiday apartment free of charge up to 6 weeks (42 days) before the agreed start of the rental period. The cancellation must be made in writing via email and becomes effective upon receipt of the cancellation notice by the landlord.
2. If the cancellation occurs less than 42 days before the agreed rental start date, a cancellation fee of 70% of the agreed rental price will be charged. The calculation is based on the total rental price for the booked period.
3. If the cancellation occurs less than 28 days before the agreed rental start date, cancellation fees of 90% of the agreed rental price will apply. The calculation is based on the total rental price for the booked period.
4. In the event of cancellation on the day the rental begins or if the renter fails to appear without prior cancellation, the entire rental price (100%) is due and payable by the renter.
5. The landlord reserves the right, in the event that the cancelled holiday apartment is re-let to another tenant, to credit any costs saved by the cancellation and any revenue generated from the re-letting against the cancellation fees. The landlord will endeavor to re-let the holiday apartment in order to minimize the cancellation fees.
6. The tenant retains the right to prove that the landlord has incurred no damage or significantly less damage than the cancellation fees mentioned in paragraphs (2) to (4).
7. The tenant's statutory rights of withdrawal remain unaffected.
8. Should cancellation by the landlord become necessary due to unforeseen circumstances (e.g., force majeure, natural disasters, power outages, or official measures) beyond their control, the entire amount already paid will be refunded. Further claims are excluded.
9. Subject to availability, a rebooking for a later date may be offered. This is at the discretion of the landlord and is not a legal entitlement.
10. The landlord recommends that tenants take out travel cancellation insurance to protect themselves against unforeseen events.

3. Cancellation by the provider

The provider reserves the right to cancel bookings for important reasons (e.g., force majeure, unforeseen circumstances). In this case, the guest will be informed immediately and will receive a full refund.

4. Refund

Refunds will be issued within 14 days of cancellation to the payment method used for booking.

5. Booking changes

Changes to existing bookings (e.g., changing the dates of stay or the number of guests) are possible depending on availability and must be requested in writing. Additional fees may apply.

6. Contact

For questions regarding our cancellation policy or how to make a cancellation, please contact our customer service:

Soulmates Resorts GmbH

Kaiser-Friedrich-Promenade 89, Bad Homburg

49 15142615126

info@soulmates-resorts.de