2/10 – Ungenügend
Gerard H.
19. Sep. 2022
Gut: Sauberkeit und Lage
Verbesserungswürdig: Check-in, Kommunikation und Genauigkeit des Onlineauftritts
Very poor communication and complete lack of empathy
We have booked the vacation home for a period of 2 weeks in September, 2022. Unfortunately, my partner had a severe accident which resulted in a 2 hour operation, a 1 week hospital stay and inability to walk for at least 3 months. I have immediately (9 days before our stay) informed the landlord about this and he wrote me 4 days later that he does not take over any responsibility of the booking as soon as the vacation home has been booked and referred us to FeWo Direkt to cancel our stay. I called FeWo Direkt and they told me it was too late to cancel but considering the circumstances we can ask the landlord to postpone our vacation. According to FeWo Direkt, the landlord should answer such request within 48 hours. FeWo Direkt told me that responsibilities of the booking are with the landlord only. I sent the change request that same day and it took the landlord 8 days (!) to decline our request. As the landlord did not show any goodwill to reimburse (part of) our money or postpone our stay, we decided to stay in the vacation home only the 2nd week and the hospital provided special equipment so that my partner would at least be able to travel so long by car.
When I informed the landlord about our plans, he wrote back that Anna would pick us up and show us the home. However, based on the additional information in his messages it turned out that this vacation home is very primitive. One can not use 2 "Stromfresser" in parallel, because this may blow the fuse, the route to the house is not paved and only suitable for a SUV, the house does not provide "hotel comfort", we would need to connect lights, sockets and switches so we would have light outside and the house and surroundings are not suitable for disabled people. After another message arrived, stating that no feedback from Anna was received, we decided not to go anymore.
All in all, it was a very disappointing experience and we lost all our money.
* Elements which we could not judge because we did not stay in the home have been rated with 4 stars.
Gerard H.
Aufenthalt von 14 Nächten im September 2022
