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Probleme mit dem Ferienhaus? Dann sollten Sie zuallererst den Anbieter kontaktieren. Foto: Uwe Bahn/dpa-tmn
Urlaubsstress Probleme im Ferienhaus: So geht man richtig vor Sommer, Sonne, Schimmel? Das sollte nicht sein. Wer den Urlaub retten will, muss schnell handeln - auch mit Blick auf mögliche Rückerstattungen. Komplett zugemüllt, unangenehme Gerüche und vielleicht sogar Schimmel: So kann - mit Pech - der Urlaub in einem Ferienhaus starten. Mit einer Unterkunft in einem solchen Zustand wird es nichts mit der Erholung.
Am liebsten würde Reisende in so einem Fall wohl auf der Türschwelle kehrtmachen. Doch Vorsicht: Wer ohne zu reklamieren abreist, muss mit dem kompletten Verlust des bezahlten Geldes rechnen, warnt das Europäische Verbraucherzentrum (EVZ).
Stattdessen gilt: Zuallererst sollte in so einem Fall der Anbieter kontaktiert werden. Um überhaupt eine realistische Chance auf eine Rückerstattung zu haben, muss er die Gelegenheit bekommen, eine Lösung für die Probleme zu finden. Beispielsweise durch einen Umzug in eine andere Unterkunft.
Beharrlichkeit ist an der Stelle angebracht: «Rufen Sie alle Notfallnummern an, die Sie haben, und verlangen Sie sofortige Beseitigung der Mängel.»
Alle Mängel genauestens dokumentieren Damit später alles belegt werden kann, sollten Betroffene Nachweise über die Mängel sammeln: also Fotos der Problemstellen sowie - vorsichtshalber - auch vom Strom- und Gaszähler machen, raten die Verbraucherschützer.
Wichtig: Die Mängel müssen innerhalb der ersten 24 Stunden nach Ankunft gemeldet werden, und zwar nicht nur telefonisch, sondern schriftlich. Eine E-Mail sei dafür ausreichend, so die Fachleute.
Auch Kompromisse sind möglich. So kann man versuchen, mit dem Anbieter eine gemeinsame Lösung zu finden, wenn zum Beispiel nur ein Zimmer nicht bewohnbar ist.
Doch der Anbieter kann sich auch quer stellen. Reist man aufgrund der Mängel letztlich frühzeitig ab, kann es sein, dass er die Endreinigungsgebühren noch in Rechnung stellt. Dann sollte man darauf bestehen, sie zu kürzen oder nicht zahlen zu müssen, rät das EVZ.
Stehen im Nachgang noch immer Geldbeträge aus und der uneinsichtige Anbieter schickt Mahnungen, rät das EVZ zu seinem kostenlosen Hilfe-Service . Das gilt aber nur für Anbieter mit einem Sitz in EU-Ländern, Island, Norwegen oder dem Vereinigten Königreich.
Auf Empfehlungen vertrauen Nach den Erfahrungen der Verbraucherschützer ist selbst bei Einhaltung aller Fristen nicht immer garantiert, dass man bei Mängeln im Ferienhaus sein Geld zurückbekommt. Minderungstabellen, wie es sie etwa für Pauschalreisen auf Basis von Gerichtsurteilen gibt, gelten demnach für Ferienhäuser nicht.
Darum raten die Fachleute, bei der Buchung genau hinzuschauen. Bestenfalls hat man eine vertrauenswürdige Empfehlung bekommen: Wenn etwa Freunde oder Kollege von einem konkreten Ferienhaus schwärmen, «könnte das vielleicht das nächste Reiseziel sein».
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