About the tenant

When will the tenant receive my full address by online booking?
The tenant will receive your address after a booking of your property has been successfully completed. Immediately after the tenant has paid the deposit we will send him or her an email with your contact details to the tenant. Further arrangements regarding for example the handover of keys will be agreed between you and the tenant exclusively.

Regarding short term bookings (with arrival less than 4 days after the booking), the tenant will receive your contact information immediately after the booking without a deposit being paid.
How does the contact with the tenant arise by enquiry booking?
The tenant will make an unbinding enquiry by using the contact form in your listing or by contacting you by telephone. The prospective tenant is required to provide his or her contact details in the enquiry so that you can contact the tenant directly.
When can I contact the tenant personally through the Direct Enquiry booking system?
Once the tenant has paid the deposit, we will send you their contact details via E-Mail.

Upon submitting a request, tenants are required to submit relevant information including their contact details. Before confirming the booking, you will receive the basic information to the booking (name of the tenant, travel period, number of guests and overall price). Once the booking has been confirmed and the deposit has been received, you will receive the full contact details of the tenant.

Assorted queries such as the handover of keys can then be discussed personally.
Do I have to issue an invoice to the guest?
Yes. If your guest wishes to receive an invoice, you must issue it for the total booking price. Since we only act as an intermediary and the contracting parties of a rental agreement are you (as host) and your guest, we are not allowed to issue an invoice in your name for legal reasons.
When will I receive more information about the fellow travelers on my booking?
Your guest only needs to provide a name and address when booking (except for bookings via Airbnb: here we unfortunately do not receive an address from Airbnb!).

Therefore, we ask you to contact your guest directly for further personal data. You will receive or already have the contact details as soon as your guest has made the deposit or total payment to us.
To whom does my guest pay the remaining amount?
The remaining amount will be paid to you by the guest. After the deposit, your guest will already receive the first information about the remaining amount, along with the deposit confirmation and contact details. Here it is explained to which account the remaining amount is to be paid and until when (14 days before arrival).

4 weeks before arrival your guest will receive this mail again and serves as a reminder. We recommend to confirm the receipt of the balance to your guest by mail to avoid any queries.

If you still can't find the balance 14 days before arrival, we ask you to contact your guest directly. There is an exception with Airbnb: Here your guest can only complete the booking when he pays the total amount.
I have not received any further information from the guest yet. Is the booking still active?
If you have not yet received any further information about the guest, it may be that we are currently still waiting for the guest's deposit or total payment.

Your guest will always receive two payment reminders by mail. If we do not receive any feedback or payment from the guest after the two payment reminders, we will also contact your guest by phone to discuss the outstanding payment. Of course, we will inform you about any news of your booking by mail, so also when the payment is received.

After receiving the deposit or total payment we will send you the contact details of your guest. If the booking is no longer active (due to cancellation), you will receive a mail about this.

Note
A total payment of the rental amount for short-term bookings (booking and arrival date less than 14 days) is only possible for the guest at our partner portals (e.g. Booking.com), if you use Reichweite+.

If your guest books directly on Travanto, no total payment is possible. The down payment corresponds to the amount of the commission and service fee to be paid to Travanto and can therefore vary. The remaining amount (total amount minus the commission and service fee to be paid) will be paid directly to you by the guest up to two weeks before arrival.
When will I receive the payment forwarding?
If you have not yet received any further information about the guest, it may be that we are currently still waiting for the guest's deposit or total payment.

Your guest will always receive two payment reminders by mail. If we do not receive any feedback or payment from the guest after the two payment reminders, we will also contact your guest by phone to discuss the outstanding payment. Of course, we will inform you about any news of your booking by mail, so also when the payment is received.

After receiving the deposit or total payment we will send you the contact details of your guest. If the booking is no longer active (due to cancellation), you will receive a mail about this.

Note
A total payment of the rental amount for short-term bookings (booking and arrival date less than 14 days) is only possible for the guest at our partner portals (e.g. Booking.com), if you use Reichweite+.

If your guest books directly on Travanto, no total payment is possible. The down payment corresponds to the amount of the commission and service fee to be paid to Travanto and can therefore vary. The remaining amount (total amount minus the commission and service fee to be paid) will be paid directly to you by the guest up to two weeks before arrival.
The guest would like to cancel. What is the procedure?
In order for a booking to be cancelled, the guest must send this to us by mail to onlinebuchung@travanto.de with their booking number.

However, there are 2 exceptions: If your guest has booked through Booking.com or Airbnb, your guest must cancel there directly, as only Airbnb or Booking.com can process the cancellation.

As soon as we receive the information about the cancellation in writing, we will cancel the booking and inform you and your guest about the cancellation.
Will a booking be cancelled if the guest does not pay?
Yes. Generally, the down payment or total payment is to be made immediately for short-term bookings. If we do not receive the down payment, your guest will receive two payment reminders and will also be notified of the outstanding payment by telephone from our side. If payment is still not received, we will unfortunately have to cancel the booking. You and your guest will receive timely information about this by e-mail.

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