Most bookings go smoothly, and tenants move into their new home without any problems. However, unexpected situations can happen. That's why every booking includes Tenant Protection.
The landlord cancelled my booking. What happens now?
If the landlord can no longer offer the accommodation and submits the official cancellation form on our platform before your move-in date, your booking will be officially cancelled on HousingAnywhere.
What will happen next?
You shall automatically receive a full refund.
Similar accommodation suggestions will appear in your conversation with the landlord.
You can browse more options by selecting "View similar places".
Use search filters to find listings that match your preferences.
How can I find a new place quickly?
Contact multiple new advertisers to increase your chance of being accepted as a tenant.
Send new booking requests once you have carefully reviewed and accepted the conditions for the new listing.
Keep an eye on new listings in your preferred city.
We know it can be frustrating to start searching again, but acting quickly can help you secure a new place faster.
What is a last-minute cancellation?
A last-minute cancellation happens when the landlord cancels your booking on our platform 14 days or less before your official move-in date on HousingAnywhere. The process is the same:
Your booking will be cancelled.
You will receive a full refund.
Alternative accommodation suggestions will be provided in the conversation with the advertiser on our platform.
The landlord offered me another place. Can I accept it?
Yes. If the landlord offers a suitable alternative before your original booking is cancelled, you may make arrangements directly with the landlord if you prefer. Alternatively, if you would like the change to be processed as an official rebooking through HousingAnywhere, please contact our Customer Care Team, and we will check whether the rebooking can be arranged on the platform.
I can't move in because of a problem caused by the landlord. What should I do?
Examples include, but are not limited to:
The landlord is not responding on move-in day.
The property is unavailable.
You cannot access the accommodation.
The property has been double-booked.
First step: Contact the landlord
Try to resolve the issue directly with the landlord. Direct contact details are shared in the conversation on our platform as well as in the rental confirmation email from HousingAnywhere.
Still having problems?
Contact Customer Care as soon as possible. We'll review the situation, explain your options, and guide you through the next steps.
I'm worried about the 48-hour protection period. What if I need to cancel?
Don't worry. If you experience serious problems during check-in, you are protected by the 48-hour protection period.
What should I do?
Before the 48-hour protection period ends, you can submit the official "Cancel Rental" form available in your conversation with the advertiser on HousingAnywhere.
After submitting the form:
Our Cancellation Team will review your case.
You will receive an update by email within 2 - 5 working days.
Make sure to check your inbox regularly, including your spam or junk folder.
Important reminders
Upload supporting evidence in the cancellation form, such as photos, videos, or screenshots, and provide a clear explanation of the reason for your cancellation request.
Cancellation requests sent via chat, phone, or email are not considered official.
If we do not receive the cancellation form within the 48-hour protection period, the first payment will be released to the advertiser as planned.
We hope everything goes smoothly with your move-in, but it's always good to know your options just in case.
Am I covered by Tenant Protection?
If our Team confirms that the move-in issue was caused by the landlord, you may be eligible for:
Emergency hotel accommodation reimbursement for up to 14 nights (cost restrictions apply).
A full refund of the fees paid through HousingAnywhere.
This usually includes:
The first month's rent.
The one-time Tenant Protection fee (for accommodations outside the Netherlands).
Rent Guarantee insurance (if purchased).
Need help?
If you have questions about cancellations, refunds, rebooking, or move-in issues, please contact our Customer Care team. We're here to help you find the best solution and get you settled into your new home as quickly as possible.