When arrival housing falls through

It is for anyone considering, planning or carrying out a move to Spain. Last-minute cancellations and misdescribed listings tend to hit when time is short and you have no local network. You will know the first steps to take.

Start with "Your arrival housing fell through: what to do tonight". It covers finding replacement housing and protecting your money when a stay is cancelled or unavailable on arrival.

If your booking was cancelled days before you travel, read "Your booking was cancelled days before the move". The other pages cover a flat that is not what was advertised, leaving an unsafe or hostile stay, and what it means when a tourist flat is unlicensed or shut down.

Key rules

• Card chargeback: Visa and Mastercard generally allow chargebacks for about 120 days from the transaction or expected service date, with an absolute maximum of around 540 days, and issuers may set shorter windows such as 60 days.
• Airbnb reporting: You must report an issue to Airbnb within 72 hours of discovering it and of checking in to be covered by AirCover protection.
• Emergency: Call 112 if you feel unsafe or suspect fraud.
• Refund: If the host cancels, you are entitled to a full refund.
• Order of action: Contact the platform before booking elsewhere, so you can still claim extra costs.

When arrival housing falls through: the whole process, step by step

• Find a bed for tonight and keep every receipt (Your arrival housing fell through: what to do tonight): The moment the stay falls through

• If it is a platform booking, report it to Airbnb or Booking.com with photos and your booking number: Within 72 hours of discovering the issue for Airbnb; as soon as possible for Booking.com

• Ask your bank to recall a transfer, or start a card chargeback if you paid for a stay that is fake or not delivered: Ask the bank immediately for a transfer recall; for cards, act within days, as Visa and Mastercard generally allow about 120 days from the transaction or expected service date, with an absolute maximum of around 540 days, and issuers may set shorter windows such as 60 days

• Build a backup plan, and avoid peak dates such as Semana Santa, July and August, and big city events (Your booking was cancelled days before the move): As soon as you hear of a cancellation, before the move

• Document the gap between the listing and the flat, and tell the host and platform (The temporary flat is not what was advertised): On arrival or during the stay, before you leave

• Leave an unsafe stay, and call 112 if there is fraud or danger (Leaving an unsafe or hostile temporary stay safely): Immediately if you feel unsafe

• Ask for the hoja de reclamaciones, the official complaint form, and file it with the regional consumer or tourism authority: During the stay or soon after, if the problem is not solved

• Check your position if the tourist flat is unlicensed or shut down (Your tourist flat is unlicensed or shut down: what it means): After the listing is removed, and alongside any refund claim

When arrival housing falls through: questions that cross several articles

If the host or property cancels, do I get my money back and a new place?

Yes, you get a full refund on both Airbnb and Booking.com. Both also help you find a similar place, and Booking.com can ask the property to cover a higher price. Contact support through the app with your booking number.

What will a same-day hotel or hostel cost me?

Hostel dorm beds cost roughly €20–45 a night in Madrid and Barcelona, and budget hotels roughly €70–150. In peak weeks, expect much more. Start with "Your arrival housing fell through: what to do tonight" and "Your booking was cancelled days before the move".

Where do I complain about a tourist flat or hotel?

Start with the regional tourism department, or your local consumer office (OMIC). Ask the business for its hoja de reclamaciones, which it must provide. The European Consumer Centre Spain can help with platform disputes. Read "The temporary flat is not what was advertised" and "Your tourist flat is unlicensed or shut down: what it means".

Who should I call if the place feels unsafe?

Call 112 if there is fraud or a safety risk. Then report it to the regional tourism authority and the platform. Read "Leaving an unsafe or hostile temporary stay safely".