We tracked every complaint theme across 9,350 reviews. Below are the six things we changed because of what you told us.
"Support finally replied on a Sunday when my keys didn't work. That alone changed how I feel about the platform."
"I could see every fee before checkout. No surprises at payment — exactly what I needed."
"The deposit dispute process was clear. I knew where my money was and how to challenge deductions."
We read every review and feed them into how we build and support the platform. The six below are among our biggest recent changes — each one started with something a tenant or landlord told us.
We reply publicly to most Trustpilot reviews and carry what we learn into how Wunderflats works. These six changes are examples of that process in action.
"I had no way to challenge the deductions from my deposit."
We introduced a formal deposit dispute process. No deduction can be made until our team has reviewed and mediated between you and the landlord. Deposits are held in escrow — neither side touches them during an open dispute.
You can now raise a dispute directly in your account How deposit protection works"The photos looked nothing like what I arrived to."
We made landlord photo verification mandatory and added an annual re-listing check. If an apartment does not match its listing within the first 48 hours of your stay, we rehouse you in a comparable apartment or refund you in full — no argument needed.
Our Protection Promise covers this from day one Read the Protection Promise"I couldn't get anyone to respond when I had a problem."
We extended our support team to 7 days a week and increased agent capacity specifically for active tenancy issues. We now publicly reply to 94.7% of Trustpilot reviews. We also added a direct callback option for tenants with urgent in-tenancy problems.
Support is now available Monday to Sunday Contact our team"I didn't understand what I was signing."
We rewrote all contract summaries in plain language and added a pre-signing checklist covering the key terms: notice period, deposit amount, included utilities, and cancellation rules. A member of our team reviews any clause you flag before you sign.
Plain-language summary included with every booking Understand your contract"The total I paid was more than I expected when I booked."
We redesigned the checkout flow after seeing this pattern repeat across reviews. Every fee — service charge, cleaning, utilities estimate — is now shown on the listing page before you reach checkout. The number you see when browsing is the number you pay.
Full cost breakdown visible on every listing page How our pricing works"I wasn't sure if I could trust sending money to a platform I didn't know."
We understand that concern completely. Your payment is held in escrow until you have physically moved in and confirmed the apartment is as listed. We never release funds early. We published our full protection terms publicly, and we have been independently rated on Trustpilot since 2016.
Payment is held until you confirm you are in How payment protection worksWe read every public review and reply to 94.7% on Trustpilot. Tell us what we should fix next.
Our Trust and Security page covers landlord verification, payment protection, and exactly what happens if something goes wrong.