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Looking forward to your trip should be the best part of it. At Urlando we give you extra flexibility so you can plan your holiday without worry: our holiday protection covers you if you have to cancel your booking. And so that nothing spoils your anticipation, Urlando Holiday Protection is already included in the rental price of every booking — at no additional cost to you.
This applies to all bookings made on or after 25 January 2024.
We also give you a 100% price guarantee: we promise that you will not find the holiday home or apartment you booked at a lower price on any other site. If you do, we will refund the difference.
In the following cancellation cases you are covered on presentation of a corresponding certificate. This means that for the following events you will get your money back within 72 hours of submitting your documents — with no deductible, except for the booking fee:
Acute illness (with a medical certificate) or death
Serious injury (seriously injured persons are those admitted directly to hospital for inpatient treatment of at least 24 hours.)
Complications during pregnancy
Unemployment (unemployment as a result of unexpected termination of the employment contract by the employer for operational reasons.)
Burglary or significant damage to your private home
And that is not all: with Urlando Holiday Protection you are also well covered if one of the events listed above forces you to end your stay with us earlier than planned. In that case we will refund the cost of the days you missed, likewise within 72 hours — so you only pay for the period in which you were actually our guest.
The rental agreement may be withdrawn from without a cancellation fee if the tenant's stay in the rented holiday home becomes impossible or is significantly impeded:
As a result of the death of persons travelling with the tenant at the time the contract was concluded, or of their spouses, children, parents, siblings, grandparents, grandchildren, children-in-law or parents-in-law, or due to an acute illness or serious injury requiring hospital admission, medically prescribed bed rest or something comparable. Acute illness means a newly occurring illness, a justified suspicion of a newly occurring serious illness, or an unexpected deterioration of an existing or chronic illness.
If, within a period of up to 2 weeks before the arrival date, significant damage has occurred through fire or burglary in the tenant's private house or apartment, or through fire, burglary or an interruption of work in breach of contract in the tenant's own business.
As a result of the tenant becoming unemployed through no fault of their own after the tenancy was concluded.
As a result of the pregnancy of a person travelling with the tenant after the rental agreement was concluded.
The prerequisite for cancellation free of charge by the tenant is:
That the tenant has informed Urlando of the cancellation in writing within 24 hours of the reason arising, and that the cancellation was notified to Urlando before the arrival time stated in the rental agreement.
That Urlando receives proof of the event giving rise to the right of cancellation within 3 days (72 hours) of notification, for example by way of a medical certificate, death certificate, police report, confirmation of dismissal or a new employment contract. The fees for obtaining the proof are borne by the tenant.
The tenant may cancel the rental agreement in accordance with the conditions above from the time of booking until the time of arrival stated in the rental agreement.
If the tenant cancels the rental agreement in accordance with the conditions above, the full rental amount less the handling fee paid will be refunded.
Other costs that may arise in connection with the tenant's cancellation are not relevant to Urlando.
The tenant's option to cancel the rental agreement (without paying the cancellation fee) does not apply:
If persons travelling with the tenant wish to use the stay
If the reason for cancellation was known or foreseeable when the stay was booked
If compensation for the tenant's costs under the rental agreement can be claimed from another partner in accordance with travel conditions, statutory provisions, conventions or travel guarantees.
If compensation for the tenant's rental costs has been paid out by an insurance policy
If the reason for cancellation is a pre-existing illness for which symptoms occurred and/or treatment was begun within two (2) months before the rental agreement was concluded
If a doctor advised the tenant or persons travelling with them against travelling at the time the stay was booked
If the cancellation is due to the tenant or persons travelling with them being unable to meet conditions required for the trip, for example passports, visas, vaccinations or the like.
If the cancellation is due to a pandemic
The rental agreement may be cancelled, with the tenant's right to a partial refund of the rental amount without a cancellation fee (with the exception of the handling fee paid), if the tenant cancels the stay in the rented holiday home with immediate effect after arrival and before the departure day:
As a result of the death of a person travelling with the tenant, or of their spouses, children, parents, siblings, grandparents, grandchildren, children-in-law or parents-in-law at the time the rental agreement was concluded, or due to an acute illness or serious injury requiring a hospital stay, bed rest or a doctor, which can be equated with this. Acute illness means a newly occurring illness, a justified suspicion of a newly occurring serious illness, or an unexpected deterioration of an existing or chronic illness.
Because significant damage occurred during the holiday stay through fire or burglary in the tenant's private house or apartment, or through fire, burglary or a non-contractual interruption of work in the tenant's own business.
The prerequisite for immediate cancellation free of charge by the tenant during the stay is:
That the tenant has informed Urlando of the cancellation in writing within 24 hours of the reason arising.
That Urlando receives proof of the event giving rise to the right of cancellation within 3 days (72 hours) of notification, for example by way of a medical certificate, death certificate, police report, confirmation of dismissal or a new employment contract. The fees for obtaining the proof are borne by the tenant.
In the cases named above the tenant may cancel the rental agreement after arrival and up to the departure day. The tenant is then entitled to a refund of a proportionate amount of the rent for the remaining full days of the rental period, but at most the total price for the rent excluding the handling fee. The refund is calculated on the basis of the number of full days from the day of the tenant's cancellation up to and including the departure day. In the case of an interruption after 10:00 the refund is calculated from the following day. A prerequisite for asserting the right to a refund is that the tenant and all persons travelling with them vacate the holiday home.
Other costs that may arise in connection with the tenant's cancellation are not relevant to Urlando. The tenant is asked to contact their insurance company regarding any insurance they may hold. Urlando is the contact for questions concerning cancellation during the stay.
The tenant's option to cancel the rental agreement during the stay without a cancellation fee does not apply:
If the tenant resumes the booking
If the event constituting the reason for interrupting the stay had already occurred before the stay began or was foreseeable.
If persons travelling with the tenant continue the stay, or
If the stay is broken off due to a pandemic.