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General terms and conditions for travel

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2021-05-19 18:39:45


Code of Conduct

“We give everything so that you can discover the world” - we want to fulfill this mission by making it as easy as possible for you to visit the most beautiful places in the world and the best attractions. To achieve this goal, we adhere to the following good practices:

  • You are important to us: And that's why we offer our platform and our customer service in over 40 languages
  • We bring you: Over 1.5 million accommodations around the world from (very) luxurious accommodations to whatever you're looking for for your next stay in a hotel, motel, hostel, bed & breakfast, etc.
  • We enable you to experience attractions and other travel providers
  • We enable payment processing for any (entry) fee, purchase or rental of travel products or services that use our payment service
  • We'll help you (24/7): Our customer service is there for you around the clock, 365 days a year
  • We listen to you: Our platform is the result of what YOU (the users) prefer and find most practical when using our service
  • We hear you: We show uncensored reviews (from customers who actually stayed)
  • We promise you an informative, user-friendly website that guarantees the best prices available.
  • We offer the same price

Introduction General Terms and Conditions

These general terms and conditions, which are subject to change from time to time, apply to all our services that are provided directly or indirectly (i.e. via third parties) via the Internet, any type of mobile device, by email or by telephone.

These pages, the content and structure of these pages as well as the online accommodation reservation service (including payment processing) that is offered by us via these pages and this website are the property of and are operated by B.V. operated and made available and are only available for your private and non-commercial (B2C) use, in accordance with the terms and conditions below. The relationship that we have with the travel providers is regulated by individual terms and conditions, which in turn regulate the (B2B) business relationship that we have with each of these travel providers. Every travel provider acts in a professional manner vis-à-vis if it offers its product and / or service on or via (both business-to-business (“B2B”) and business-to-consumer (“B2C “) Relationships) makes available. Please note that the travel provider may have declared its own terms and conditions (for delivery / transport / use) as well as terms and conditions for use, access and completion of the trip (which may include certain exclusion clauses and liability restrictions) to be applicable and / or (the acceptance thereof) required - in addition to the guidelines and fine print as disclosed on the website.


“”, “us”, “we” or “our” is B.V., a limited liability company governed by Dutch law and registered at Herengracht 597, 1017 CE, Amsterdam, The Netherlands. The “platform” is the (mobile) website and app on which the travel service owned by and controlled, managed, maintained and / or hosted by is made available. “Travel” means the various travel products and services that you can order, acquire, buy, pay for, rent, make available, reserve, combine or perform from the travel providers.

"Travel providers" are accommodation providers (e.g. a hotel, motel, apartment, bed & breakfast, landlord), attractions (e.g. (leisure) parks, museums, city tours), transport providers (e.g. car rental, boat trips, train and bus tours, (airport ) Transfers), tour guides, travel insurance and any other travel or similar products or services that are occasionally available for booking on the platform (both B2B and B2C).

The “Travel Service” means the online purchase, ordering, payment (including payment intermediation) or booking service, as offered or enabled by, in relation to the various products and services that are occasionally available from the Travel Providers on the Platform.

“Booking a trip” means ordering, purchasing, paying, booking or reserving a trip.

1. Scope and nature of our services

Via the platform we ( BV and its affiliate (sales) partners) provide an online platform through which travel providers advertise, market, sell and / or order, purchase, and reserve their products and services , for rent or for hire (if applicable) and through which relevant visitors to this platform can discover, search, compare and complete an order, reservation, purchase or payment (ie the travel service). By using the travel service (e.g. by booking a trip through the travel service) you enter into a direct (legally binding) contractual relationship with the travel provider, with whom you book or purchase a product or service (if applicable). From the time you book your trip, we act exclusively as an intermediary between you and the travel provider by forwarding the relevant information about your travel booking to the respective travel provider and sending you a confirmation email on behalf of and on behalf of the travel provider. does not sell, rent or offer any (travel) products or services.

For customers within the European Economic Area ("EEA “), Switzerland and the United Kingdom, the following applies. We call on travel providers worldwide to inform us by self-declaration whether they are acting as private hosts (small businesses) or commercial hosts (companies) in the context of the EU consumer protection law. If travel providers tell us that they are acting as a private host (or give us no specific information about this, but cannot clearly be classified as a commercial host based on the information available to us), these travel providers will be listed on the search results page as "Run by a private host" and the following statement is added:

“This property is run by a private host. The EU consumer protection law that applies to commercial hosts may not apply. Hosts who have registered with as private hosts are parties who rent their property or accommodations for purposes unrelated to their trade, business or profession. They are not an official company (like a global hotel chain) and therefore may not be subject to the same consumer protection rules under EU law. Nevertheless, of course offers you the same customer service for these stays as it does for everyone else. Therefore, your stay or your experience will be no different from booking with a commercial host. "

Travel providers who are not identified as private hosts on our platform act - to the best of our knowledge - as commercial hosts within the meaning of the EU Consumer Protection Act. The qualification as a “private host” is only relevant for the purposes of EU consumer protection law and has no tax relevance, including VAT or other similar indirect taxes levied with reference to value added or sales and / or consumption.

The information we use to perform our travel services is based on the information provided to us by the travel providers. The travel providers who market and advertise their trips on our platform have access to our systems and the extranet and are therefore solely responsible for ensuring that the rates / fees / prices, availability, guidelines and terms and conditions and other important information that apply to on our website are always updated. Although we proceed very carefully and conscientiously in the execution of our travel services, we cannot check and guarantee that all information is accurate, correct and complete, nor can we be responsible for errors (including obvious errors or typographical errors), interruptions (due to a temporal limited and / or partial failure, repair, update or maintenance work on our website or any other reason), inaccurate, misleading or untrue information or failure to provide the information. Each travel provider remains responsible for the accuracy, completeness and correctness of the (descriptive) information (including rates / prices / fees, policies & terms and conditions and availability) on our website. Our website does not and should not constitute a recommendation or endorsement of the quality, level of service, qualification, classification (stars) or type of accommodation of a travel provider (or its facilities, venues, vehicles, (main or ancillary) products or services) are not to be regarded as such unless explicitly stated otherwise.

Our travel services are only available for private and non-commercial use. You are therefore not permitted to distribute content or information, software, products or services available on our website for commercial or competitive purposes, to link to sub-pages of websites, to use, reproduce or extract (for example with Spider, Scrape), republish, upload or reproduce.

2. Prizes, “We offer the same price”, Genius program and offers from a partner company

The prices offered by the travel providers on our site are highly competitive. All prices for your trip are shown including VAT and all other taxes (and are therefore subject to tax fluctuations) and all fees, unless otherwise stated on our website or in your confirmation email. All ticket prices are per person or group and are dependent on the validity and expiry date stated on the ticket, if applicable. Any fees and taxes (including tourist taxes / visitor's tax) can be charged by the travel agent in the event of no-shows or cancellations.

Occasionally, our website shows lower prices for certain stays in a hotel. These prices set by the travel providers may be subject to special provisions, for example in relation to cancellations and the reimbursement of payments made. Please check carefully before booking whether the respective product, service or booking conditions are subject to such separate conditions.

We want you to pay the lowest possible price for your product or service. If you find your chosen accommodation with the same travel conditions and a lower price on the Internet after you have booked with us, we will adjust our price to the lower price according to the provisions of "We offer the same price". Our “We are the same price” promise does not apply to non-accommodation related products and services.

The currency converter is for informational purposes only and can therefore not be regarded as accurate and valid. Current prices may vary.

Obvious errors and mistakes (including printing errors) reserved.

All special offers and promotions are marked as such. If they are not marked as such, you cannot derive any rights from them if the errors are obvious.

Genius program

The Genius Rate is a reduced rate offered by participating accommodations for certain categories of rooms / accommodations.

The Genius Rate is for members of's Genius program. The Genius program is open to anyone with an account on the platform. There are no membership fees; all you have to do to become a member is to create an account on Membership and Genius rates apply to the respective member and cannot be transferred. Membership may also be tied to specific campaigns or incentive programs which, at's sole discretion, may be launched or announced from time to time.

The Genius program offers several membership levels, which are based on the number of bookings made via the platform and different discount levels for selected accommodations and / or selected options ( / Membership levels may vary and are subject to change at's sole discretion. reserves the right to revoke and revoke the Genius membership of individuals in the event of abuse, for example breach of these terms and conditions and / or the use of invalid credit cards. also reserves the right to revoke and terminate the Genius membership of any individual in the event of improper conduct such as violence, threats, harassment, discrimination, obscene conduct, or fraud against (or their employees and agents) and / or the accommodation (or their employees and agents).

The Genius Rate cannot be combined with or used with any other discount (unless approved by the property or otherwise indicated). may, at its sole discretion, change (in part) the structure of the Genius program or any other feature of the program (including but not limited to the status of the corresponding Genius level (s)) for any reason and without notice , restrict or modify.

Genius membership is linked to your account - it cannot end or expire unless you cancel, close, delete or otherwise discontinue your account. also reserves the right to deregister or otherwise deactivate an inactive account without notice to you. An inactive account is defined as an account that has not been posted to for 5 (five) years. If your account is deactivated, you will no longer be entitled to the benefits of the Genius program. You can reactivate your account by making a qualifying booking using your account.

Partner offer can display offers that do not come directly from travel providers, but are processed by a partner company of, e.g. another platform (partner offer). Partner offers are clearly marked and differentiated from the regular offers that come directly from travel providers and have the following special provisions, unless otherwise stated on our platform:

  • Prices: as shown on our platform.
  • Pay in advance: You pay securely through at the time of booking.
  • No Changes: After your booking is complete, no changes can be made to your personal details or your booking information. Requests can be directed to the property but cannot be guaranteed.
  • Cannot be combined with other offers: Other offers, price advantages and rewards cannot be used for this booking.
  • No guest rating: It is not possible to leave a guest rating on our platform.

3. Privacy

Privacy and cookie policy for more information.

4. Free of charge for consumers, only travel providers pay!

Unless otherwise stated, our services are free of charge for consumers because, unlike many other providers, we will not invoice you for our travel service and no additional (booking) fees will be charged. You pay the applicable amount to the Travel Supplier as stated in the booking (and, if not already included in the price, applicable taxes, duties and fees (if applicable)).

Travel providers pay a commission (a small percentage of the product price (e.g. room price)) to after the end user has completed the service or the product of the travel provider (e.g. after the guest has stayed at the accommodation (and paid for it) can increase their ranking by increasing their commission (increasing visibility).The use of "Increase Visibility" (increase the commission for a higher ranking in the search results) is at the discretion of each travel company and can be used from time to time for different products on offer. The placement algorithm takes into account an increase in commission for the default placement setting. Preferred partners pay a higher commission and in return get a better position in the search results.

Only travel providers who have a (contractually regulated) business relationship with are available via the platform (for their B2B and / or B2C advertising of their product). is not an open platform (like Amazon or eBay) on which end users can make their products available (not a C2C platform; does not allow unprofessional parties to offer or sell their products on or through

5. Credit card or bank transfer

Where applicable and where available, some Travel Providers will offer travel bookings with payment (in full or in part (in accordance with the Travel Supplier's payment policy) to the Travel Supplier. Payment is made during travel bookings using secure online payment (within the limits offered by your bank For certain products and services, (through independent payment providers) processes the payment for the relevant product or service (i.e. payment processing service) for and on behalf of the travel provider ( never acts as a contractual partner) Your credit / debit card or your bank account via an external payment processor to the travel agent's bank account. Every payment that is processed for and on behalf of the travel agent and transferred to them is in any case the booking price or part of the booking price. you for pay the corresponding product or service in the final invoice of the (partially) due and payable price (bevrijdende betaling). You cannot reclaim this amount paid.

Please note that for certain (non-refundable) rates or offers when booking travel, immediate payment by bank transfer (where possible) or credit card is required, and thus a pre-authorization or a charge to your credit card (sometimes without the possibility of a refund) becomes. Please check the details of the selected product / service carefully in relation to separate provisions before you make the travel booking and this is confirmed. is not responsible for and will not be liable for any (legitimate, (alleged) unauthorized, or false) charge made by the Travel Supplier and you cannot claim a valid or authorized charge (back) from the Travel Supplier to your credit card (including prepayments, no-shows, and chargeable cancellations ).

In the event of credit card fraud or misuse of your credit card by third parties, most banks and credit card companies bear the risk and cover all costs arising from fraud or abuse, sometimes with a deductible (usually EUR 50 (or the equivalent in a other currency)). If your credit card company or bank expects you to pay a deductible due to misuse caused by booking on our website, we will reimburse you for the deductible of up to EUR 50 (or the equivalent in another currency). To receive compensation, please ensure that you report this fraud to the credit card provider (as per their policy) and contact us immediately. Please provide us with proof of the deductible that has been invoiced (e.g. the terms and conditions of the credit card company). This refund only applies to bookings made by credit card via the secure server, whereby the unauthorized use of your credit card is due to an error or neglect on our part and is not based on any errors on your part in the use of the secure server.

6. Prepayment, cancellation, no-show and fine print

By booking a trip with a travel provider, you accept the travel provider's provisions regarding cancellations and no-shows as well as all additional (delivery) provisions of the travel provider that may come into force in relation to your trip (including the fine print provided by the travel provider on our platform as well as the terms of the travel provider), including services and / or products offered by the travel provider. You can obtain the special provisions (for delivery / purchase / use / forwarding agent) of a travel agent from the respective travel agent. The general terms and conditions of each travel provider regarding cancellations and no-shows are set out on the travel provider's information pages on our website, during the booking process and in your confirmation email or ticket (if applicable). Please note that certain rates, fees or offers may not be canceled, (fully) refunded or changed and you may or may not be required to make payments in accordance with the travel supplier's policy on cancellations, (prepayment) payments and no-shows You are entitled to (full) reimbursement of any amounts paid (in advance). In the event of a no-show or a chargeable cancellation, tourism taxes may still be charged by the travel provider. Before booking, please carefully review the details of your selected product or service for separate terms. Please note that a travel booking with a deposit or prepayment (all or part of the amount) can be canceled (without a prior reminder or reminder) insofar as the (outstanding) amount is not paid in full and in due time in accordance with the applicable payment guidelines of the travel agent and booking can be withdrawn. Cancellation and prepayment policies vary depending on the segment, product or service of each trip. Please carefully check the fine print (under the travel types or at the end of the page of each travel provider on our platform) and the important information in your booking confirmation on additional provisions of the travel provider (e.g. age restrictions, damage deposit, non-cancellability / additional fees for group bookings, extra beds / not free of charge Breakfast, pets, accepted credit cards). You take account of and risk for late payment, incorrect bank details, incorrect debit or credit card information, invalid credit or debit cards or insufficient funds. In these cases, you are not entitled to a refund of the prepaid (non-refundable) amount, unless the travel provider allows this under its (pre-) payment and cancellation policy. If you would like to review, change or cancel your travel booking, please refer to the information in your confirmation email and follow the instructions there. We recommend that you read the accommodation provider's (advance) payment and cancellation policies carefully before booking and make any further payments required for the relevant booking in good time. The following applies to bookings in accommodation located in Germany: If you cancel a booking that cannot be canceled free of charge or if you do not appear, the travel provider is entitled to appropriate compensation in the form of a flat-rate payment of 90% of the booking price. You are free to provide evidence that the Travel Supplier has not suffered any damage as a result of such a cancellation or no-show, or that the damage suffered to the accommodation is less than the amount claimed as compensation. If you arrive late on the date of arrival or will not arrive until the next day, you must inform the travel agent of this (in good time / immediately) so that they know when your arrival is to be expected and about the cancellation of your trip (booking) or the payment of the fee for avoiding a no-show. If necessary, our customer service team can help you inform the travel agent. assumes no liability or responsibility for the consequences of your late arrival or any fees of any kind imposed by the travel agent for cancellation or no-show.

7. (Further) communication and correspondence

By completing your travel booking, you accept the receipt of i) an e-mail, which we may send you shortly before your arrival date, in which you will receive information about your destination and offers (including offers from third parties, if you have chosen this option) relevant to your travel booking and destination, as well as ii) an email after your arrival asking you to rate your experience with the travel supplier and travel service and (iii) an email that we may send you directly after your stay at the hotel asking you to fill out the guest review form. Further information on how we may contact you can be found in the provisions on data protection and cookies. assumes no liability or responsibility for any communication from or with the travel provider on or via the platform. You cannot assert any rights from inquiries, from communication with the travel provider or from (any form of) confirmations of receipt of a communication or an inquiry. cannot guarantee that requests or communications will be read / received / fulfilled / carried out / accepted by the travel provider (in a timely manner).

In order to complete your travel booking completely and securely, you must provide your correct e-mail address. We are not responsible or liable for any incorrect or misspelled email addresses or incorrect (mobile) telephone numbers or credit card numbers and we have no obligation to verify them.

Any claim or complaint against or the travel service must be sent immediately, but in any event within 30 days of the scheduled day of use of the product or service (e.g. check-out date). Any claim or complaint sent after this 30 day period may be denied and the claimant / claimant will lose their right to any compensation (damage or expense).

Due to the continuous updating and adjustment of prices and availability, we strongly recommend that you take screenshots when booking to support your point of view (if necessary).

For consumers (in the European Economic Area): We recommend that you inform us first of any complaints by contacting our customer service. If this does not lead to a resolution of your complaint, you can upload it via the ODR platform of the European Commission. You can find this platform for online dispute resolution here:

8. Ranking, Preferred Program, Stars and Guest Reviews

We would like to show you the search results that are relevant to you by offering a personalized standard ranking of transport service providers on our platform. You can scroll through these standard rankings, use filters and sort according to alternative orders and thus have the option of influencing the display of the search results in order to obtain an order based on other criteria. We use several algorithms to produce standard ranking results, and this process is constantly evolving. has determined the following parameters, which correlate most closely with the search for a suitable travel provider, and has therefore weighted such parameters accordingly in the algorithms (main parameters): your personal search history, the click-through rate from the search page to the hotel page ("CTR"), the number of bookings in relation to the number of visits to the travel provider's website on the platform ("conversion"), gross (including cancellations) and net bookings (excluding cancellations) by a travel provider. Conversion and CTR can be influenced by various (independent) factors, including ratings (both overall ratings and components), availability, guidelines, (competitive) pricing, quality of content and certain characteristics of the travel provider. The commission percentage paid by the travel provider or other services to us (e.g. through business agreements with the travel provider or strategic partners) can also affect the standard ranking as well as the travel provider's proof of punctual payment. The travel agent can also influence its standard ranking by participating in certain programs that are updated from time to time. The programs include the Genius program, offers, the Preferred Partner program and the “Increased Visibility” program (for the latter two, the travel agent pays us a higher commission).