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Was erwartet einen hinter der Hotelzimmertür? Egal, wie gut man sich vorher über das Haus informiert hat, ist das doch bei jedem Check-in ein kleiner Überraschungsmoment. Foto: Jens Kalaene/dpa-Zentralbild/dpa-tmn
Reiserechtler klärt auf Hotelzimmer hat Mängel? So viel Geld steht Ihnen zu Für das Urlaubsgefühl spielt das Hotelzimmer eine große Rolle. Umso ärgerlicher, wenn der Meerblick fehlt oder Möbel kaputt sind. Immerhin: Oft sind Entschädigungen drin - Beispielfälle gibt es genug.
Es ist ein Klassiker unter den Urlaubsärgernissen: Das Hotelzimmer gefällt nicht. Doch wann darf man ein Neues verlangen? Und wann gibt es nach der Reise sogar Geld vom Veranstalter zurück? Der Reiserechtler Prof. Ernst Führich erklärt anhand verschiedener Gerichtsentscheidungen, was in solchen Fällen bei Pauschalreisen gilt.
Frage: Herr Führich, keine schöne Aussicht, eine durchgelegene Matratze oder Risse in den Badfliesen – an einem Hotelzimmer kann einen vieles stören: Was muss ich als Pauschalurlauber hinnehmen und was nicht? Ernst Führich: Haben Sie eine Pauschalreise – zum Beispiel einen Flug mit Hotel bei einem Reiseveranstalter – gebucht, liegt nur dann ein Reisemangel vor, wenn das Zimmer vor Ort nicht dem Vertragsinhalt entspricht, also etwa der Beschreibung im Prospekt oder auf der Website. Wird dann nicht umgehend Abhilfe geschafft, können Sie den Reisepreis mindern, und zwar anteilig pro betroffenem Tag.
Einige Beispiele: Das Amtsgericht Hamburg gewährte Reisenden bei beschädigtem Bett und Nachtkästchen 5 Prozent Minderung, das Amtsgericht Düsseldorf bei einem Bad ohne Licht und Föhn ebenfalls 5 Prozent. Das Landgericht Frankfurt am Main sprach in einem Fall bei defekter Balkontüre, Matratze und Schranktüre 17 Prozent zu.
Allgemein kann man sagen: Zimmereinrichtungen müssen stets funktionieren und gereinigt sein, Warmwasser ist Standard. Geringe Strom- und Wasserausfälle sind aber als Unannehmlichkeiten hinzunehmen. Bei starken Störungen wurden von Gerichten aber auch schon Minderungen von 5 bis 50 Prozent zugesprochen.
Der Veranstalter muss auch für die Heizung einstehen, wobei diese im Süden grundsätzlich nicht Standard ist. Für Kälteperioden muss jedoch Vorsorge getroffen werden, die Mindesttemperatur im Zimmer beträgt 20 Grad. Eine zugesagte Klimaanlage muss nicht nur existieren, sondern auch funktionieren. Ein kurzer Ausfall und Geräusche sind aber hinzunehmen, wenn Schlafen noch möglich ist.
Frage: Was ist, wenn man in einem anderen Zimmer als dem gebuchten untergebracht wurde – und etwa der versprochene Balkon mit Meerblick fehlt? Führich: Hier ist wichtig: Meerblick und Balkon müssen als Sonderwunsch in der Reisebestätigung aufgeführt sein, ein Prospektfoto allein genügt hier nicht. Wenn beides vonseiten des Veranstalters zugesichert wurde, haben die Gerichte in solchen Fällen eine Minderung zwischen 5 und 10 Prozent des Tagespreises gewährt.
Das ist aber nur ein Beispiel: Wird man in einem anderen Zimmer als dem gebuchten untergebracht, kann die Minderung auch viel höher ausfallen. So wurden in einem Fall die schnarchende Oma und zwei Kinder nicht wie gebucht in einem Appartement auf einem Atoll, sondern im Doppelzimmer der Eltern mit Einzelbetten und Couch unterbracht: Das gab 30 Prozent Minderung.
Eine fehlende räumliche Trennung, wenn eigentlich separate Schlafzimmer gebucht wurden, führte in einem anderen Gerichtsentscheid zu einer Minderung um 15 Prozent des gesamten Reisepreises.
Frage: Manchmal kommt es auch vor, dass man vor Ort in ein anderes Hotel umgebucht wird – was gilt dann? Führich: Selbst wenn es nach Standard und Lage eine gleichwertige Ersatzunterkunft ist, liegt ein Reisemangel vor. Der Bundesgerichtshof bestätigte in einem Urteil , dass dann eine Minderung von 10 bis 25 Prozent zu gewähren ist, da die zugesicherte Unterkunft nicht eingehalten wird.
ZUR PERSON: Prof. Ernst Führich ist Mitgründer der Deutschen Gesellschaft für Reiserecht. Der Jurist hatte von 1986 bis 2013 den Lehrstuhl für Wirtschaftsprivatrecht, Arbeitsrecht und Reiserecht an der Hochschule Kempten inne. Führich pflegt die Kemptener Reisemängeltabelle , die online kostenfrei abrufbar ist und anhand konkreter Urteile Orientierung gibt, was Reisenden bei bestimmten Urlaubsmängeln an Entschädigung zustehen könnte.
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