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Cancelling a 9flats booking

We hope you don’t need to, but if it does happen then you are able to cancel an accepted booking with 9flats at any time. Generally guest cancellations result in a processing fee being charged which are not reimbursable as stated in the cancellation policies.

     > How to cancel
     > Refunds
     > Cancellation policies
     > Disputes and complaints

How to cancel

Cancellations are disappointing both for guests and hosts. Nevertheless, there can always be a reason why you might have to cancel your trip. In this case the cancellation policies will be applicable that your host has determined for this place or that are bounding according to the payment method you choose. Below you can find out more how to cancel and what cancellation policies exist.

Please note: The booking is only officially cancelled when both the guest and host have received a cancellation confirmation from us via email.

Cancellation policies for guests

      Before arrival

  • Go to your 9flats account, go to your bookings, on details of the respective booking and click on the button ‘Cancel booking’.
  • Both you and your host will be sent an automatic cancellation confirmation by email
  • If you’re entitled to a refund (according to your cancellation policy of the cancelled booking), we’ll credit the money back into your PayPal, Bitcoin, bank account or credit account.

      After arrival

  • Get in touch as soon as possible, best no later than one day after arrival (The payout to your host will be done on this day).
  • Write us an email with your 8 digit booking number (that you can find in your booking confirmation) and your name, travel dates, name of the accommodation and host
  • We will send you and your host a cancellation confirmation via email
  • Should you be entitled to a refund (according to cancellation policies) we will transfer the money to you as far as the payment has not been made to the host.
  • We will contact your host and support you in accordance with the cancellation policies in getting reimbursed for a part of the costs
  • Should you cancel a booking made with „book now, pay later“, please arrange the refund with your host and get in touch with us to inform us about the cancellation

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Refunds

  • If you cancel the booking in most cases you’ll receive a partial refund depending on the cancellation policy of your booking (for more check your booking details that can be found in your 9flats profile or your booking confirmation)
  • Should the cancellation be made before check-in then you will be refunded the cleaning charge as well as other optional fees that your host may determine (deducting the processing fee). This does not apply if you choose „book now, pay later“.
  • Should you have paid the booking with bitcoins then the amount of the refund is dependent on the exchange rate of the day of the booking (Bitcoins are converted into Euros on the day of the booking from which we calculate the refund. You assume responsibility for chances and risks related with the currency conversion.)
  • Should you have booked a place with „book now, pay later“ the processing fee will be 20% and you will not receive any refund for your booking.
  • If the host cancels the booking (this happens very rarely), you’ll receive a full refund

Cancellation policies

Hosts can either create a custom cancellation policy, or choose from three standard 9flats policies. A separate policy applies to „book now, pay later“:

  1. Flexible (recommended)
  2. Semi-flexible
  3. Strict
  4. Cash payments
You’ll be shown the policy for your booking throughout the booking process as well as in your 9flats account, and it will apply as soon as your booking is accepted.

1. Flexible cancellation policy (recommended)

This is our most relaxed policy, in which the host offers the guest a full refund (less cancellation fee) up to one day before the guest is due to arrive. To maintain a friendly, open platform, we recommend this policy for all hosts.

Cancel...
More than 1 full day before arrival day
The day before arrival day
On arrival day
After arrival day
And get a refund of...
Full amount (less 15 %) 
Full amount less the cost of one night (less15 %)
Full amount less the cost of two nights (less15 %)
At host’s discretion

For example... A €100 booking (€25 a night for four nights). Arrival day Saturday 10 May.

Date of cancellation                    Costs                         Refund
Thu 8 May and before  

 .
15 %

 

 .
€15

   €85
Fri 9 May          

15 %
1 night
 

 

€15
€21.25
= €36.25

 

 

€63.75

Sat 10 May  
15 %
2 nights
 
 
€15
€42.50
= €57.50
  €42.50
Sun 11 May and after                              €Host decides

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2. Semi-flexible cancellation policy

This is slightly more strict than our flexible policy. The host offers a full refund (less cancellation fee) up to five days before the guest is due to arrive.

Cancel
More than 5 full days before arrival day
1-5 days before arrival day
On arrival day
After arrival day
And get a refund of... 
Full amount (less 15 %) 
50% of the remaining amount less the cost of one night (less 15 %) 
50% of the remaining amount less the costs of two nights (less15 %) 
At host’s discretion

For example... A €100 booking (€25 a night for four nights). Arrival day Saturday 10 May.

Date of cancellation                  Costs                    Refund
Sun 4th May and before  

 .
15 %

        

 .
€15

             €85
Fri 9 May       

15 %
1 night
50 % of remainder 

 

 

€25
€37.50
€5.63
= €68.13

      

 

€31.87

Sat 10 May  
15%
2 nights
50 % of remainder
 
            
€15
€42.50
€21.25
= €78.75
   €21.25
Sun 11 May and after                                               €Host decides

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3. Strict cancellation policy

This is our strictest policy, in which the host offers a 50% refund (less cancellation fee) up to seven days before the guest is due to arrive.
 
Cancel...
More than 7 full days before arrival day
Less than 7 full days before arrival day
After arrival day
And get a refund of...
50 % of full amount (less 15 %)
No refund
At host’s discretion

For example... A €100 booking (€25 a night for four nights). Arrival day Saturday 10 May.

Date of cancellation                Costs                                  Refund
Fri 2 May and before           
15 %
50% of all nights
 
 
€15
€42.50
= €57.50
  €42.50
Sat 3 May to Sat 10 May       

 

 

 

      €0
Sun 11 May and after  

 

 

 

  €Host decides

 

4. Cash payments

The „book now, pay later“ option has a seperate cancellation policy, which does not support any oft he above mentioned policies.

Booking a place with „book now, pay later“, you will have made a first installment of 20% of the total booking including guest comission. In the unlikely event of you having to cancel this booking, your cancellation fee will be 20% of the total booking and you will not receive any refund of your installment. You will not have any other additional cost. This payment method cannot be combined with a customized host policy, nor any of the three 9flats standard policies. Please keep that in mind when cancelling and allow the host to have enough time to find an alternative guest for your booking.

 
Pay 20% when
confirming the booking
€ 20
Cancel...
At any time
And get...
No refund

For example... A €100 booking (€25 a night for four nights). Arrival day Saturday 10 May.

Date of cancellation                Costs                                  Refund
Sat 3rd May           
 20%

 
 €20
  0
Fri 9th May       
 20%

 
 €20
      0

Sat 10th May

 
 20%
 

 €20
  0

Sun 11th May

 
 

  Host decides

 

Your host can choose the percentage refund, based on the length of time between your cancellation and the arrival day. The details of each custom cancellation policy can be found on the accommodation page.
 
 
That should actually never happen. But if it does, you will of course receive a full refund. Furthermore, our customer support will be there to help you to find new accommodations quickly.
 
You can find information about the host's cancellation policies here.

It is important for us that you are satisfied with your stay from the first minute. However, there are occasionally isolated instances that you had different expectations in regards to your place. In such a case get in touch with us immediately so that we can provide assistance - and if required - to halt payment to the host. We endeavour to act objectively between you and the host in order to find an amicable solution. In order for us to be able to get a better understanding of the situation we require a detailed description and photos from you that document or show the deficiencies found at the accommodation which don’t correspond with the advertised offer on 9flats. Of course we will promptly get in touch with the host in order to swiftly find a solution and also get their views on the matter. and will make a final decision based on your individual circumstances. In a first step you can phone us but it must later be handed in later in written form (via Email).

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