BestFewo - BestSearch Media GmbH

Disappointing experience with BestFewo. Cancellation fees despite immediate cancellation. I accidentally booked a vacation home through BestFewo and immediately initiated the cancellation by phone and in writing within three hours. I also offered to honor the booking to avoid any loss. Despite this quick response and clear communication, I was charged cancellation fees totaling €373. There was no reasonable goodwill or flexibility on the part of customer service. The entire experience was very disappointing for me. I will not book with BestFewo again in the future and, based on this experience, unfortunately cannot recommend the company. INTERNAL

A disastrous booking process.

After we made the booking and transferred the commission to BestFewo in advance, we have repeatedly asked you, as a business traveler, to issue us a proper invoice for the amount paid. Despite multiple requests, we have not received either an invoice or any response from you to date. We find this behavior to be extremely unprofessional, arrogant, and unacceptable for a company that collects commissions on a commercial basis. If the invoice is not issued promptly, we will be forced to forward the matter to the relevant tax office and file an official complaint there.

Unfortunately, I don't have anything positive to report either. The provider is ultimately just a broker, but here's the thing... Immediately after booking the trip, I received the mandatory invoice for the accommodation and the brokerage fees, along with the respective bank account details and payment references. I paid right away... some time later, I received a payment reminder from bestfewo with completely different bank details and a different payment reference... Okay, I thought to myself, transferred the amount, and then emailed them. To make a long story short, one hand doesn’t know what the other is doing. After a lot of back-and-forth, the overpaid amount was finally refunded. The trip is already over, and yesterday I received an email with a reminder...the amount is still outstanding... So I sent several emails back explicitly confirming payment. Now I’m waiting for clarification again... But the fact is...this is my first and last booking!!!!!!

Unfortunately, I did not receive the customer service I would have liked. I booked through booking.com (using PayPal), then received a reminder from bestfewo. I called and the employee told me to send proof of payment. I did so. Then I received a second reminder. I called again and the employee said that they were very busy at the moment and that his colleagues still had to check my proof of payment. When I asked whether I should expect an automatic cancellation after two automatically sent reminders, he said he didn't know, but that it could happen in case of doubt... They really need to work on their internal processes... Even if they are busy, that's not my problem as a customer... I hope it gets sorted out. However, they are easy to reach by phone, so I give them 2 stars.

I can only warn you urgently! They cannot allocate incoming payments correctly and, as a result, charge a double commission fee, including collection procedures. Apparently in the hope that you will give in and just pay. It cost me a lot of time for my wife and her vacation.

Absolutely disappointing - never again BestFewo! We booked through BestFewo and the experience was a complete disaster. Communication? Zero! After booking, there was no contact information for the landlord - we were completely in the dark. We never received a simple confirmation of payment despite several reminders. Instead, a support ticket was opened with BestFewo, even with the classification "very urgent". And what happened? Nothing at all! No answer, no help, just radio silence. But as soon as the payment was out, a payment reminder arrived - as if by magic - just one day later! Apparently the reminder system works better than customer service. This behavior is simply unprofessional and dubious. You feel completely left alone as soon as the money has been transferred. One thing is certain for us: Never again BestFewo!

Unfortunately a very disappointing experience. I have written twice to inquire about unclear additional costs for my booking (additional costs amounted to a quarter of the total costs!!!) - so far without a reply. There is a complete lack of transparency and customer service, so I have passed the case on to the consumer advice center.