1. General

These cancellation policies apply to all holiday apartment bookings made through our platform. By booking an 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 date. Cancellations must be made in writing via email and become effective upon receipt of the cancellation notice by the landlord.
2. If the cancellation occurs less than 42 days before the agreed start date, cancellation fees amounting to 70% of the agreed rental price will apply. 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 start date, cancellation fees amounting to 90% of the agreed rental price will apply. The calculation is based on the total rental price for the booked period.
4. In case of cancellation on the day of the rental start date or in case of no-show by the tenant without prior cancellation, the entire rental price (100%) is due and must be paid by the tenant.
5. In the event of the canceled vacation rental being re-let to another tenant, the landlord reserves the right to offset the costs saved through the cancellation and the proceeds from the re-letting against the cancellation fees. The landlord will endeavor to re-let the vacation rental to minimize the cancellation fees.
6. The tenant reserves the right to prove that the landlord has suffered no damage or significantly less damage than the cancellation fees mentioned in paragraphs (2) to (4).
7. The tenant’s statutory cancellation rights remain unaffected.
8. Should cancellation by the landlord be necessary due to unforeseeable circumstances (e.g., force majeure, natural disasters, power outages, or official measures) beyond his control, the entire amount already paid will be refunded. Further claims are excluded.
9. Subject to availability, a rebooking at a later date may be offered. This is at the discretion of the landlord and is not a legal obligation.
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 made within 14 days of cancellation to the payment method used for booking.

5. Changes to the booking

Changes to existing bookings (e.g., changes to the date of stay or number of guests) are subject to availability and must be requested in writing. Additional fees may apply.

6. Contact

For questions about our cancellation policy or how to proceed with a cancellation, please contact our customer service:

Soulmates Resorts GmbH

Kaiser-Friedrich-Promenade 89, Bad Homburg

49 15142615126

info@soulmates-resorts.de