Do not book with this company
I applied to two properties through Spotahome since I wasn't sure which one I'd be accepted for. Before booking, I was assured IN WRITING that I would NOT be charged for applying to multiple properties — their team actually encouraged me to apply to more than one to increase my chances of getting accepted.
Both were approved and charged anyway — including two separate €651 "service fees." When I pushed back with the written assurance in hand, they pointed me to their Terms & Conditions, which said something completely different. So: written promise on one hand, contradicting fine print on the other — a clear bait-and-switch.
The two bookings also had overlapping dates, meaning I could never have used both properties. When I asked to cancel one and get the fee refunded, they refunded the rent but kept the €651 fee, citing "different dates" — despite 28 of 31 days overlapping.
Their support was fast and responsive while I was booking, then went completely silent as soon as I raised concerns about the fees. Their customer service is horrible and their practices are shady. Do not trust what their team tells you verbally or in chat — even written assurances didn't hold up. Book elsewhere.
Reply from Spotahome
Hello Lydia,
Thank you for sharing your feedback. We understand your frustration regarding the duplicate booking request and the service fees.
To clarify how our system operates, submitting multiple booking requests only triggers an automatic cancellation when the exact same dates are selected. When requests carry different dates, the system processes them as separate, independent bookings.
In accordance with our cancellation policy, our team immediately processed the full refund for your rent payment for the cancelled booking. However, because both properties were successfully confirmed by the respective landlord, the service fee for the second booking remains non-refundable as per our Terms & Conditions.
We apologise for any confusion during the booking process, and our support team remains available via your direct email thread if you have any further questions.
The Spotahome Team