Frequently asked questions

Viewing an offer

Why do some offers only contain a few photos?
We ask hosts to upload a minimum of 10 photos for each listing, and most of our hosts upload more. If you would like to see more photos of a listing, we suggest sending a message to a host expressing your interest.
What details about the location of a property are visible?
We display a basic indication of where an accommodation is located, limited to the street name and a map of the surrounding area. We withhold its exact street address in order to protect a host's privacy. Guests will only receive it once their booking has been confirmed.
Which types of accommodation are available on Wimdu?
We feature a broad range of property types, ranging from apartments and houses to boats and tents. Explore our listings and you'll be surprised what you can find!
Why do some properties have few or no reviews?
Some listings may be new on Wimdu or previous guests may not yet have left a review. Listings will gradually acquire reviews over time.
Are guests allowed to bring pets with them to their accommodation?
This is different for each individual accommodation and can be viewed in the ‘Amenities’ tab. If you have a question about a particular offer, you can ask the host directly by sending them a message on our messaging service. Just click the ‘Contact me’ button beside the host’s picture on the listing you’d like to inquire about.
Why are the prices different for certain dates?
Hosts are welcome to change the prices for different dates. There can be a number of reasons for this, including these days being within a peak booking time. Hosts can set special daily, weekly and monthly rates. Some hosts also choose to have extra charges, such as fees for extra guests or a cleaning fee. All of these price details can be found in the “Quick Overview” table on the offer details page.
How do I make contact with a host?
You may use the messaging system to contact hosts. We are happy to encourage communication between hosts and guests. However, attempts to transfer contact information through the messaging system will be automatically rejected.
How many people are allowed to stay in a particular property?
This is different for each individual property. You will find the maximum number of guests in the details list on the offer pages.

Booking an offer

Can I find out if a property is available on a particular date before I attempt to book it?
Yes. You can view whether a property is available by selecting the 'Availability' tab on an offer page.
What do I do if I have questions I'd like answered before I make a booking?
If you have questions for the host, you are welcome to use the messaging system to contact them. For anything else, please contact our customer support team.
When will I receive the host's complete contact and address details?
Once we have confirmed your payment details, we will reserve the total booking cost in your account. Once this has been completed, you will receive your host's complete address.
When will my credit card, bank account etc. be charged for my booking?
The total of your booking will be reserved in your bank account or Paypal account immediately after you have made the booking request. The amount will only be deducted from your account if the host accepts your request. Please note that when using other payment methods such as Sofort Überweisung and Ideal the amount will be deducted immediately after you have made the booking request.
Can I change my mind after making a booking?
If you cannot commit to a booking request, or even a booking that has already been confirmed, please send an email to our customer support team and we will advise you further.
How long does it usually take to receive an acceptance or a refusal from a host?
We have a policy that requires our hosts to respond to booking requests within 24 hours, although almost all of our hosts respond a lot sooner than this. If a host does not respond within 24 hours, we automatically cancel any booking requests and will assist you in finding an alternative. When your booking request expires or is refused by the host, the total booking amount reserved in your account will be automatically released. This can take 3-5 working days to reach your account. Since there is no confirmed booking, Wimdu will not charge you.
Why is the price on the checkout page different to the price on the search page?
When browsing our offers without entering specific dates, you will be displayed a starting price for each property. After having selected specific dates, the exact price is calculated and depends on the rates that the host has set for these dates. Hosts may charge different rates for different seasons or different number of guests staying in the property. There may also be a cleaning fee, or special daily, weekly and/or monthly rates. All of these price details can be found in the “Quick Overview” table on the offer detail page.
Do I have to pay a deposit?
Wimdu does not currently process deposits for our hosts. However, some hosts may wish to ask for a deposit anyway. They must inform you of this either in the description of their property, or in their direct communication with you. As a general rule, deposits will be returned once your host is satisfied with the condition of their property. If any issues arise with a deposit mentioned in a listing, please contact our customer support team.
Do I have to pay a cleaning fee?
Some hosts charge a cleaning fee, which will be added to your total booking price on the payment page. All of the price details can be found in the “Quick overview” table on the offer details page.
What happens after I click 'Complete Booking'?
The host will be notified about your booking request and once they have either accepted or refused your booking, you will receive further instructions from us.
Can I request an invoice for my booking?
Yes, you can request an invoice for your booking. You can do so by clicking on the Dashboard and selecting the trip for which you would like an invoice under My Trips. Click the Request an invoice button and fill in your billing information to submit the request. Your host will receive your request and will get back to you by email or another preferred communication method. Hosts are provided with a tool to generate an invoice for you.
If the host does not reply to your invoice request, please contact our customer support team and we will help you to get in touch with them to follow up the invoice.
How does “Instant Booking” differ from regular booking?

Properties with Instant Booking

When booking an Instant Booking property, the booking is accepted automatically and you will receive a confirmation right away - just like booking a hotel. Hosts of these properties keep their availability and rates updated at all times. Once you’ve received the confirmation email, you can go ahead and make further travel plans.

Properties with regular booking

Some hosts prefer that you make a request before a binding booking is made. Once you have clicked “Complete Booking” on the checkout page, the host must confirm within 24 hours that they can accommodate you for your requested dates and conditions.

Usually hosts confirm their booking requests within a few hours, with some confirming almost instantly. You will only be charged when a host accepts your booking request.

Knowing your host

How can I contact the host of a property I'm interested in booking?
You can contact a host using the messaging system on the offer page. However, exchanging contact information is not permitted.
Why are some hosts' profiles incomplete?
Some hosts have not yet completed their profiles. If you are seeking more information, we advise you to contact them via the messaging system on the offer page.
Why do some hosts not have a photo of themselves as their profile picture?
We encourage all of our hosts to use photos of themselves, but we have not made it an obligation and they are free to use an appropriate picture of their choice.
Why do some properties have few or no reviews?
Some listings may be new on Wimdu or previous guests may not have left a review yet. Listings will gradually acquire reviews over time.
What should I do if I encounter problems with a host?
If you have a problem with a host and cannot resolve it personally, we advise you to contact our customer support team. If you feel it is necessary to make a cancellation, this must be submitted via email to our customer support team.
What should I do if a host doesn't respond to a booking request?
If a host does not respond to a booking request within 24 hours, the booking will automatically be cancelled and we will contact you to arrange an alternative.
How does the key handover work?
The handover of keys should be discussed with the host before traveling to your accommodation. The host will advise you on a time and place, if this is different to the location of the accommodation.

Your safety

What are Wimdu's policies on cancellations?
Hosts can select one of three cancellation policies. You can find more information about these on our Cancellation Policies page.
If I sign-in with my Facebook account, will it be visible on my profile?
Your Facebook account is only used to bypass our regular registration tool. Your name and Facebook photo will appear in your Wimdu profile, but no other Facebook information will be included. You will have to complete the rest of your Wimdu profile manually.
Why should I leave a review?
Leaving a review is a great way to give feedback on your stay, which is extremely useful for future guests.
What if a host's property does not have Wimdu Verified status?
We are constantly in the process of getting to know our hosts better, and the Wimdu Verified status will continue to be added to more listings over time.
Which methods of payment are accepted for making bookings?
We accept all major credit cards and PayPal. In Germany, we accept bank transfers.
Is the processing of payments secure?
Yes. All payments are processed through encrypted connections.
How do I file a complaint if I am unhappy with my experiences?
If you would like to make a complaint, please email our customer support team and we will respond as quickly as possible. All complaints must be submitted within 24 hours of checking in to your accommodation.
How does Wimdu help me avoid fraudulent hosts?
Wimdu screens all of its hosts and does not make their listings available for search unless they are up to standard. Additionally, the host will only receive payment at least 24 hours after you have checked in, which protects you in case your stay does not go according to plan.
How are refunds processed if a booking doesn't work out?
Refunds are processed according to our Cancellation Policy page. If you are eligible for a refund, this payment will be transferred on the same day that your cancellation has been confirmed by Wimdu. This payment can take between 3-5 days to appear in your account.
What should I do if I have a problem when arriving at my accommodation?
In order to aim for a quick solution, please contact our customer support team and we will try to resolve your problem with you.

Your user account

Why do I need to sign up to make a booking?
In order to process your bookings securely and improve user transparency, we require that you create a Wimdu account. This also allows you to keep records of your bookings on our system and assists us in providing you the best possible support.
Why is it useful to complete my user profile?
One of the reasons Wimdu was created was to help make traveling a more personal, local experience. Since we focus on offering properties owned by individuals, we feel it is necessary, as well as greatly enhancing your experiences, to provide a way for potential hosts to get to know you better in advance.
Should I upload a photo of myself?
This is not obligatory, but we recommend it nevertheless.
What if I forget my password?
If you forget your password, you can visit this link to request a new one.
If I sign-in with my Facebook account, will it be visible on my profile?
Your Facebook account is only used to bypass our regular registration tool. Your name and Facebook photo will appear in your Wimdu profile, but no other Facebook information will be included. You will have to complete the rest of your Wimdu profile manually.
How can I delete my account?
Currently, this can only be done by contacting our customer support team. If you would like to delete your account, they will be happy to help you.

Listing your property

What should I keep in mind when creating my listing?
You should present your accommodation in an interesting and informative manner. You will need to upload photos, create a suitable title and enter a description of your property. You should also make sure you accurately include details such as price, location, amenities, property type, minimum stay, maximum number of guests etc. Contact details (email, phone, street address etc.) are not permitted in the title, description or house rules.
Do I need to use the calendar?
Yes. It is extremely important that the availability of your accommodation is accurate, otherwise you will have to refuse bookings made for unavailable dates, which could affect your listing's position in the search results.
What kind of photos of my property should I upload?
Your photos should clearly show the rooms in your accommodation that your guests would have access to, such as the bedroom, bathroom, kitchen etc. The better your photos are, the more interested potential guests will be in booking your property.
How will the location of my property be displayed?
We display a basic indication of where your accommodation is located, limited to the street name and a map of the surrounding area. We withhold your exact street address in order to protect your privacy. Guests will only receive it once you have confirmed their booking.
Which types of property can be offered on Wimdu?
We welcome an extensive range of accommodation types, not only apartments and houses. If your property type is not listed on the List Your Place page, please contact our customer support team who will be happy to advise you.
How do I get reviews?
Once a guest has stayed at your property, we send them an email encouraging them to leave a review at their own discretion. Only guests who have stayed in your property through Wimdu can add reviews.
How do I get Wimdu Verified status?
If you are interested in your listing having Wimdu Verified status, please contact our customer support.
What if I can't find my location on the map?
If your street address is not recognised on its own, try entering the zip code and/or city after it. If this still does not work, please contact our customer support team and we will fix it for you.
I've uploaded my property, but it doesn't appear in the search results. Why?
In order to maintain a high quality of listings on Wimdu, we review each offer before they are approved and made available for search. Uploading good quality photos and providing complete information about your property help speed up the review process. If your listing still doesn't appear in the search results within one week, please contact our customer support team for further advice.
Is it legal for me to list my property on Wimdu?
Subletting your property is legal in most countries. However, if you have any doubts, you should speak with your landlord before creating a listing.
Do I need to provide a VAT ID?
You should only provide your VAT ID if you have one. You can insert it under Payout Options in My Account > Profile settings > Payout Options.
Does Wimdu have a photography service?
Wimdu will try to assist hosts in improving the quality of their listings, within reason, whenever possible. In some special cases, we are able to arrange for a photographer to visit your property. If you would like to be considered, please contact our photo service.
I would like my listing to be featured higher in the search results. How does this happen?
Please contact us and we will advise you further.
Can I mark certain dates on the calendar as unavailable?
Yes. If you would like to block bookings on a certain date, you can access the calendar in the 'View Offer Calendar' section of the Your Offers page. Select the date(s) you wish to block, and a pop-up window will give you the option to mark them as 'Unavailable'.

Receiving bookings

I've received a booking request. How do I proceed?
When a guest makes a booking request for your property, you will receive an email advising you on how to accept or reject it. Alternatively, you can accept or reject bookings in the 'My Guests' section of your account.
Will there be additional costs added to my basic rental price?
Yes, however this will not affect the amount that you have set to receive for your property. Wimdu charges a processing fee which is added to the rates you have set, in order to simplify the price calculation for guests. Since the fee is added on top of your rates, you will receive 100% of the accommodation price. You can find more information about our charge structure in our General Terms and Conditions.
Can I charge different prices for different days or seasons?
Yes. You can modify the price for individual nights in the calendar section of your listing. You can access this by going to the 'My Offers' section of your account, and selecting 'View Offer Calendar'. To change a nightly price, please select a date and enter your desired new price in the pop-up window.
Can I charge a cleaning fee?
Yes. You can enter a cleaning fee in the 'Pricing and Terms' option once you have selected 'Modify Offer' from the My Offers section of your account. The cleaning fee is located in 'Additional Costs'.
Can I charge a deposit?
Deposits may be charged, but are currently not processed through Wimdu. You will have to mention it in your description and collect it from your guest upon their checking in. Deposits are a private matter between hosts and their guests.
Why do my prices appear different to the ones I have set?
Wimdu charges a processing fee which is added to the prices you have set, in order to simplify the price calculation for guests. The price will be displayed to the guest with the processing fee added on. You can find more information about our charge structure in our General Terms and Conditions.
What if a guest cancels their booking?
We have three different cancellation policies available for you to select, and each one has different implications for your guest. You can find more information about these on our Cancellation Policies page.
Do I have to pay tax on my listing?
Yes, but this is not processed through Wimdu. You will need to discuss this with your landlord and/or local tax office for further details.
Will I be charged a fee for using Wimdu?
Yes, Wimdu charges hosts a processing fee, however it does not affect the price you have set to receive for the property. A processing fee will be added to your prices, which means that you will receive 100% of the accommodation price according to the rates you have set. Wimdu will keep the processing fee. You can find more information about our charge structure in our General Terms and Conditions.
What is an 'on request' host?
Some listings require you to send the host a message before you can make a booking request. Once the host has confirmed their availability, you can then proceed to book their listing.
My guest requested to receive an invoice for their total booking amount. How do I do this?
Wimdu provides you with a simple way to generate an invoice for your guest. Your guest must first request an invoice and fill in their billing details. They can do so by clicking Dashboard > My Trips > Booking Details > Request an Invoice. You will then receive an email with their billing details which you can use to create your own invoice. Alternatively, you can use our Online Invoice Generator by following the instructions in the email.
If your guest asks you for an invoice directly, please advise them to send a request through our system in Dashboard > My Trips > Request an Invoice.
If you have further questions, please contact our customer support team.
What is Instant Booking and how does it work?

As a host, you can set your property to Instant Booking or On Request Booking.

On Request is the default setting for your listings. With this booking process, you will receive booking requests from guests which you can either accept or reject within 24 hours. Once a booking request is accepted by you, a binding booking is made. The more requests you accept, the higher up your listing will appear in the search results for that destination.

Instant Booking is a faster, simpler and more convenientbooking process than the traditional On Request process. With Instant Booking, guests can book their accommodation instantly, just like booking a hotel online. Booking requests made for listings with Instant Booking are accepted automatically, making it much easier for guests to book your place and for you to manage your listings.

You can activate Instant Booking by requesting the feature from "My Account".

How does Instant Booking work?

Instant confirmation: For all bookings made more than 5 days before the check-in date, the booking will be accepted automatically, with no need to confirm on your part. You will receive an Instant Booking confirmation email and an SMS informing you about your new booking.

At least 5 days notice: If the booking is made less than 5 days before the check-in date, you will receive a booking request. You can then accept as usual by email, SMS or by logging in to "My Account".

Keep your calendar updated: It is very important to keep the calendar availability up to date to ensure that guests can only make bookings for dates when your property is available.

Flexible activation options: If you manage multiple properties and would like to activate Instant Booking for some listings and not others, our customer support team will be happy to help.

Cancellation: If you have to cancel a booking, a cancellation fee of 5% of the accommodation price applies during the first 24 hours after the booking. After this, the usual 15% cancellation fee applies. However, we strongly discourage host cancellations and may have to deactivate Instant Booking for your listings if you cancel more than once.

Deactivate anytime: If you would like to disable Instant Booking for your listings, please contact our customer support team .

How can I activate Instant Booking for my properties?

If you are eligible for the Instant Booking feature, you will see an Instant Booking banner in “My Dashboard” through which you can request to enable the feature for your offers. We will inform you when Instant Booking is enabled for your offers. If you have more properties and would like Instant Booking to be enabled only for some of them, please contact our customer support team with details.

What are the benefits of Instant Booking?

Instant booking has many benefits:

Boost your ranking - Listings with Instant Booking will be boosted to appear higher in the search results, which will improve your visibility and increase the chances of your listing being booked. On average, listings with Instant Booking are boosted to rank on average 85 positions higher within the search results!

Save time - You'll no longer experience the hassle of responding to booking request emails, as your bookings will be accepted automatically. You'll also never have to worry about booking requests expiring.

Get noticed - Listings with Instant Booking display a special banner, making your listings stand out against regular offers.

Keep up with the competition - Many of our top hosts have already signed up for Instant Booking - be one of them!

How do I enable Instant Booking for my offers?

If you are eligible for the Instant Booking feature, an Instant Booking banner will appear in the “My Dashboard” section of “My Account”. By clicking on this banner you can request to activate Instant Booking for your listings, and we will inform you when it has been enabled. If you have more properties and would like Instant Booking to be enabled only for some of them, please contact our customer support team.

Please note that Instant Booking is only available for hosts that have a strong record of accepting bookings.

Knowing your guest

Am I allowed to ask a guest to provide more information about themselves?
We provide a messaging system that allows our hosts and guests to communicate. You can use this to ask for further information when necessary. However, exchanging contact details is prohibited for security reasons.
At what point does a guest receive my exact street address?
A guest will receive your address once we have reserved the total fee on their chosen method of payment.
Am I expected to offer additional assistance to make the guest's stay more 'local'?
This is entirely your choice. We do not expect you to provide additional host services, but some guests will appreciate the option of a train station/airport pick-up, or even a short tour of the neighbourhood!
Do I have to hand over the keys myself?
This is not a requirement, but it is preferred. Ultimately, what matters is that the handover of keys is agreed with your guest in advance, and that this happens according to the plan you have discussed, whether you hand them over yourself or a third party does it for you.
What should I do if I am not happy with the behaviour of my guest?
If you are not satisfied with the way your guest is behaving in your property and you have not successfully resolved it with them, please contact our customer support team and we will investigate the situation.

Your rights

What are Wimdu's policies on cancellations by guests?
We have three different cancellation policies available for you to select. You can find more information about these on our Cancellation Policies page.
What if I need to cancel a booking after I have already accepted it?
If your circumstances change and you are no longer able to honour a booking you have previously confirmed, you will need to send us a formal cancellation request. Please note that it will only be possible to send a cancellation request via “Dashboard > My Guests > Reservation details > Cancel this reservation”.

Please keep in mind that:
  • Cancelling a booking will result in a very bad customer experience for your guests.
  • You will not receive the payout amount of the reservation.
  • A cancellation fee will be applied and you will also be penalized in the rankings, thus leading to less booking requests in the future.
  • An automatic negative review will be added to the reviews section of your listing.
If I sign-in with my Facebook account, will it be visible on my profile?
Your Facebook account is only used to bypass our regular registration tool. Your name and Facebook photo will appear in your Wimdu profile, but no other Facebook information will be included. You will have to complete the rest of your Wimdu profile manually.
Will my complete street address be visible online?
No. We protect your safety by only including your street name and a broader map view of the surrounding neighbourhood.
When will I receive the payment for a booking?
We transfer payment at least 24 hours after your guest has checked in. Payment will be transferred into the account you have specified in your Wimdu account settings.
Is it a problem if I reject a booking request even though my property is available?
If you are not happy with a potential guest, you are of course allowed to reject their bookings. However, rejecting bookings regularly will affect your position in the search results and may even cause your listing to be taken offline. If, however, you are simply not able to offer your property on any particular day, please mark it as unavailable in the 'View Offer Calendar' section of 'My Offers'.
How do I file a complaint if I have encountered a problem?
If you would like to make a complaint, please contact our customer support team via email explaining your reasons and we will respond to you as quickly as possible.
Does Wimdu offer host insurance?
In some countries, host insurance is available. For more information, please read our host insurance page. Please note that this is not yet available in all countries.

Your user account

Why is it useful to complete my user profile?
One of the reasons Wimdu was created was to help make traveling a more personal, local experience. Since we focus on offering properties owned by individuals, we feel it is necessary, as well as greatly enhancing your experiences, to provide a way for potential guests to get to know you better in advance.
Should I upload a photo of myself?
This is not obligatory, but we recommend it nevertheless.
What if I forget my password?
If you forget your password, you can visit this link to request a new one.
If I sign-in with my Facebook account, will it be visible on my profile?
Your Facebook account is only used to bypass our regular registration tool. Your name and Facebook photo will appear in your Wimdu profile, but no other Facebook information will be included. You will have to complete the rest of your Wimdu profile manually.
How can I delete my account?
Currently, this can only be done through our customer service team. If you would like to delete your account, they will be happy to help you.
What should I do if I have a problem when my guest arrives and cannot resolve it in person?
In order to aim for a quick solution, please contact our customer support team and we will try to resolve your problem with you.