Terms and Conditions

Note: This is a translation for convenience. In case of doubt, the German version of these terms prevails.


1. Scope and definitions

These General Terms and Conditions (T&C) apply to all contracts for accommodation in apartments of CoyHomes e.U., Raxstraße 26/1/6, 1100 Vienna, Austria (hereinafter "CoyHomes" or "we"), concluded directly via www.coyhomes.com, by email, phone or WhatsApp.

"Guest" means any person staying overnight in the apartment. "Contracting party" means the person or company making the booking. "Consumer" and "business" are to be understood within the meaning of the Austrian Consumer Protection Act (KSchG).

For bookings via platforms such as Airbnb, Booking.com or Vrbo, the terms of the respective platform take precedence; these T&C apply in addition, in particular the house rules.

Deviating terms of the contracting party only apply if we expressly agree to them in writing. In addition, the Austrian General Terms and Conditions for the Hotel Industry 2006 (AGBH 2006) apply unless these T&C provide otherwise.


2. Type of contract

The contract is an accommodation contract within the hospitality trade. It covers the provision of a furnished apartment including final cleaning, bed linen, towels, Wi-Fi and utilities.

No tenancy is created; the Austrian Tenancy Act (MRG) does not apply. This also applies to longer stays, e.g. by companies, project teams or tradespeople.


3. Conclusion of contract

The contract is concluded when we confirm the booking by email. For company offers, it is concluded when the offer is accepted in writing.

The person making the booking must be at least 18 years old. They are liable, together with the other guests, for all obligations under the contract. Anyone booking for third parties is jointly liable with them.

The contracting party must provide correct and complete information, in particular on the number of guests, the purpose of travel for company bookings and any pets.


4. Prices

All prices are in euros and include statutory VAT and final cleaning. The local tourist tax (Ortstaxe) is not included in the price. It is charged additionally per person and night according to the rates of the respective municipality.

If statutory taxes or charges change after the contract has been concluded, prices will be adjusted accordingly. For consumers this only applies if there are more than two months between conclusion of the contract and arrival.

Additional services (e.g. early check-in, late check-out, pets, Romantic Package, PlayStation 5) are charged separately.


5. Payment

  • 50% of the total price is due upon booking.
  • The remaining balance is automatically charged to the stored payment card 5 days before arrival.
  • For bookings made less than 5 days before arrival, the full amount is due immediately.

Payment is made online by credit or debit card via our payment service provider Stripe. Business customers may pay by invoice by arrangement; the payment term is stated in the offer.

If a payment cannot be collected on the due date, we will inform the contracting party. If payment is still not made after a grace period of 2 working days, we may withdraw from the contract. The cancellation terms in section 7 then apply.

The invoice is sent electronically by email.


6. Security deposit and Damage Protection

Before arrival, a security deposit of €149 is authorised (pre-authorised, not charged) on the guest's payment card as part of the online check-in. Alternatively, the guest can take out Damage Protection for €30. A different deposit may be agreed for company and long-term bookings.

Access details are not released without a security deposit or Damage Protection.

The authorisation is released after departure, provided no damage, additional costs or outstanding amounts have been found. We document damage with photos and inform the guest in writing before any charge. The guest may comment on this.

The security deposit does not limit the guest's liability. If damage exceeds the deposit, the guest is liable for the difference. Damage Protection covers damage under the terms of the respective provider; intentionally caused damage and breaches of the house rules (e.g. smoking, parties) are excluded.


7. Cancellation by the contracting party

The contracting party may cancel the booking at any time in writing (email or WhatsApp). The time at which we receive the cancellation is decisive. For direct bookings:

  • up to 30 days before arrival: free of charge, 100% refund
  • 29 to 14 days before arrival: 50% of the total price is retained
  • less than 14 days before arrival or no-show: 100% of the total price is retained

If the apartment can be let to someone else for the cancelled period, we will credit the amount received less our expenses (Section 1168 ABGB). The contracting party is free to prove that we suffered no loss or a lower loss.

If the guest leaves early, the agreed price is payable for the entire period; saved expenses and income from re-letting are credited.

For company and long-term bookings, the conditions agreed in the offer apply. For bookings via platforms, their cancellation policies apply.

We recommend taking out travel cancellation insurance.


8. No right of withdrawal

For accommodation services agreed for a specific period, there is no statutory 14-day right of withdrawal (Section 18(1)(10) FAGG). Only the cancellation terms in section 7 apply.


9. Withdrawal by CoyHomes

We may withdraw from the contract if

  • the deposit or remaining balance is not paid despite a grace period,
  • the contracting party has provided materially false information (e.g. number of guests, purpose of stay),
  • there is reasonable suspicion that the apartment is to be used for a party, an event or unlawful purposes,
  • the service cannot be provided due to force majeure or official orders.

In the first two cases, the cancellation terms in section 7 apply. In the last case, we will refund all amounts already paid in full; there are no further claims.


10. Alternative accommodation

If the booked apartment is unavailable for an important reason (e.g. water damage, technical defect, closure by the authorities), we may offer equivalent or higher-quality alternative accommodation nearby. We bear any additional costs. If no alternative accommodation is possible or it is unreasonable for the guest, we will refund all amounts already paid for the nights not provided.


11. Arrival, departure and registration

Check-in is from 3:00 pm, check-out by 11:00 am. Arrival is contactless via self check-in. Early check-in and late check-out are only possible after confirmation and cost €10 per hour.

Under the Austrian Registration Act, all guests must be registered online before arrival; a valid photo ID and the information required by law are necessary for this. Access details are only sent after complete registration, payment and security deposit.

Access codes, keys and key cards must not be passed on to third parties.

If the guest has not arrived by 12:00 noon on the day after the arrival date without notice, we may let the apartment to someone else. The no-show conditions then apply.

On departure, the apartment must be left tidy: dishes washed or in the dishwasher, rubbish disposed of, windows closed, lights and appliances switched off, keys returned as agreed.

If the guest does not leave the apartment on time, we charge €10 for each hour started and, if this affects the next arrival, an additional night at the current daily rate.


12. Use and house rules

  • Only the booked persons may stay overnight in the apartment. Visitors are allowed until 10:00 pm, provided the maximum occupancy is not exceeded.
  • Quiet hours are from 10:00 pm to 7:00 am. The house rules of the respective building must be observed.
  • Smoking (including e-cigarettes and shisha) is prohibited in all apartments. In the event of a breach, we charge a cleaning fee of €150; further damage (e.g. odour removal, loss of subsequent bookings) remains reserved.
  • Parties, events and photo or film shoots for commercial purposes are not permitted unless we agree in writing.
  • Pets are only allowed after prior registration (€15 per night, max. €60 per stay). The guest is liable for all damage and soiling caused by the animal. Pets must not be on beds or sofas or be left unattended in the apartment.
  • The apartment must be treated with care. Furniture must not be moved between rooms or removed.
  • Subletting and handing over to third parties are prohibited.
  • Rubbish must be separated and disposed of in the bins provided.
  • Windows and doors must be closed when leaving; candles and open fire are not permitted.
  • Defects and damage must be reported to us immediately.
  • Video surveillance: In Purkersdorf the garden area, and in Mautern an der Donau the shared indoor areas of the building (ground and upper floor), are under video surveillance. The apartments themselves are not monitored. The areas are marked with signs; details can be found in our privacy policy. Cameras must not be covered, moved or damaged.


13. Cleaning and linen for longer stays

Final cleaning is included in the price. For stays of 7 nights or more, we offer interim cleaning with a change of linen for an additional charge; for company and long-term bookings, the interval agreed in the offer applies. Excessive soiling may be charged additionally.


14. Defects and complaints

Defects must be reported to us immediately, at the latest within 24 hours of discovery, by phone or WhatsApp, so that we can remedy them. If the guest fails to report in time, this may reduce their claims to the extent that we could have remedied the defect if reported in time. Consumers' statutory warranty rights remain unaffected.


15. Access to the apartment

We or persons commissioned by us may enter the apartment after prior notice to carry out repairs, maintenance or agreed cleaning. In the event of imminent danger (e.g. water damage, fire, suspected emergency), access is also permitted without notice.


16. Early termination by CoyHomes

We may end the stay immediately if the guest

  • seriously breaches the house rules (e.g. party, smoking, more persons than booked, considerable disturbance of the peace),
  • substantially damages the apartment or uses it detrimentally,
  • behaves in a grossly improper, threatening or criminal manner towards neighbours, staff or other guests,
  • fails to pay despite the payment being due.

The guest must then leave the apartment without delay. Amounts already paid will not be refunded; further claims for damages remain reserved.


17. Liability of the guest

The contracting party and the guest are liable for all damage caused by them, their fellow travellers, visitors or pets. Lost keys or key cards are charged at replacement value, including any necessary lock replacement. The guest bears the costs of unnecessary call-outs of the fire brigade, police or locksmith caused by the guest.


18. Liability of CoyHomes

We are only liable for damage caused intentionally or through gross negligence. Towards consumers, we are also liable for personal injury caused by slight negligence. Towards businesses, liability for loss of profit and consequential damage is excluded.

We are not liable for short-term failures of Wi-Fi, TV, heating, hot water or household appliances for which we are not responsible, or for noise from the surroundings, construction sites or neighbouring apartments. We will endeavour to remedy problems quickly.

We are only liable for valuables, cash and documents brought in if we are at fault; in the case of slight negligence, liability is limited to €550. We are not liable for parked vehicles or their contents; parking spaces nearby are public or third-party parking areas.


19. Extension

There is no entitlement to extend the stay. We are happy to check requests subject to availability at the price then applicable.


20. Lost property

We keep items left behind for up to 3 months. On request, we will send them at the guest's cost and risk. Perishable food and worthless items are disposed of.


21. Force majeure

If we or the guest cannot perform the contract due to force majeure (e.g. natural disasters, pandemic measures, official orders), either party may withdraw from the contract. Amounts already paid for nights not provided will be refunded; there are no further claims. If only the guest's arrival is impossible due to exceptional circumstances (e.g. severe weather, closed roads), the obligation to pay for the affected nights lapses.


22. Data protection

Information on the processing of personal data can be found in our privacy policy at www.coyhomes.com.


23. Final provisions

Austrian law applies, excluding the conflict-of-law rules of private international law and the UN Convention on Contracts for the International Sale of Goods. Mandatory consumer protection provisions of the country in which a consumer has their habitual residence remain unaffected.

For claims against consumers resident in Austria, the court at their place of residence has jurisdiction; for consumers in the EU, the statutory place of jurisdiction applies. For businesses, the court with subject-matter jurisdiction in Vienna has exclusive jurisdiction.

The contract language is German. In the case of translations of these T&C, the German version prevails.

We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

CoyHomes e.U. · Raxstraße 26/1/6, 1100 Vienna · info@coyhomes.com · Last updated: October 2026