Renting a home, or renting one out, means trusting a stranger with something important. We built Wunderflats to make that trust well placed. Every listing, every payment, and every booking on our platform is backed by verification, security, and a support team that steps in when something goes wrong.
This is our promise to you.
What we promise every tenant
Verified people, verified listings. We check the identity of landlords and tenants as part of our secure payment flow, and we review listings before they go live, so you know who you are renting from.
Your payment is held, not just sent. For eligible bookings, your first month’s rent is collected securely through Wunderflats and processed by Stripe, a PCI Level 1-certified payment provider. We only release it to the landlord 48 hours after your move-in date. That gap exists for one reason: to give you time to confirm the apartment is what you booked.
A window to raise problems, before it’s too late. If the apartment is inaccessible, unsafe, or significantly different from the listing, you can report it within 24 hours of your move-in date. While we review your case, the landlord’s payout stays on hold and your payment stays protected. If we confirm the problem, you get a full refund of your rent and tenant service fee.
Support that mediates, not just answers tickets. For smaller issues, cleanliness, missing amenities, a mismatched detail, our support team helps you and the landlord reach a fair resolution. For serious issues, we investigate directly.
What we promise every landlord
Tenants who can actually pay. On eligible bookings, we verify the tenant’s identity and check evidence of income or creditworthiness before the booking is confirmed. You are not renting to an unknown name in an inbox.
You get paid for successful bookings. We only charge our fee when a booking goes through. No booking, no fee.
Fair, documented handling of disputes. If a tenant raises a concern, we review it with both sides before any money moves. You are not left defending yourself alone against a claim.
A platform that protects your listing’s reputation. Verification and review before a listing goes live also protects you: it keeps bad actors and fraudulent bookings off the platform that carries your name.
The principles behind the promise
Verification first. Every user is checked before they can book or list.
Money moves with a purpose. Payments are held and released on clear, published terms, not on trust alone.
Problems get a process. Disputes follow a defined path: report, review, resolve. Neither side is left guessing.
A human team, not just a policy. Our support team is reachable by phone and email, and reviews real cases individually.
Questions about a specific situation?
Protection details can vary by listing and booking type. For your specific case, our Help Center and Support Team can confirm exactly what applies:
- Help Center: wunderflats.com/en/help
- Email: service@wunderflats.com
- Phone: +49 (0)30 120 86 22 0