Questions about booking & your stay

Book with kenner and always get the lowest price. If the same apartment for the same dates and number of guests is nevertheless available for less on a booking platform with identical payment and cancellation terms, we will beat the total price available to you there by 10%. Email us a screenshot of the offer before you book and wait until you have received our personalised best-price offer before booking. Best-price guarantee in detail

You can book directly through our website, by email or via platforms such as Airbnb and Booking.com. The contract takes effect once we confirm your booking by email or through the platform.

For direct bookings, the full amount is due no later than seven calendar days before arrival. If you book at shorter notice, payment is due immediately after booking confirmation. Platform bookings are subject to the respective platform’s payment terms.

Only if a deposit was stated before booking. It is due no later than arrival and will be returned after departure, within 14 calendar days at the latest, provided there is no damage or exceptional soiling.

Yes. We issue an invoice for your stay on request, including a company billing address for business travellers and companies. Ideally, send us the invoice recipient, the full billing address and an email address where we can send the invoice immediately after booking.

Yes. You must be at least 18 years old to make a booking. Minors may only stay when accompanied by an adult responsible for their supervision.

Online check-in is required before we can activate access to the apartment. After booking, you will receive a link to your personal guest portal. Complete your online check-in there. Your check-in instructions, access code and Wi-Fi details will only be shown once this is done.

Your personal six-digit access code will be activated in the guest portal from 4:00 pm on your arrival day, provided you have completed online check-in.

As check-in is contactless, we verify your identity digitally. During check-in, you upload images of your valid identity document and a selfie. The data is deleted after the check has been completed in accordance with our privacy policy.

We only request information needed to fulfil your booking, grant access, process payment or meet legal obligations. Under Germany’s Federal Registration Act, guests who are not German citizens must sign a special registration form on arrival and present a valid identity document.

Check-in is available from 4:00 pm on your arrival day. Please check out by 11:00 am at the latest on your departure day.

We are happy to check on request. Both require prior confirmation and depend on occupancy. We will let you know about any charges in advance. Simply get in touch with us.

Our apartments offer self check-in. You enter using your personal six-digit access code. Full details are provided in the check-in instructions in your guest portal.

You can park free of charge on the surrounding public streets. Alternatively, there is a public paid car park directly next to the building for €5 per day. Neither the free street spaces nor spaces in the paid car park can be reserved, so availability cannot be guaranteed. The paid car park accepts cash payment with coins only; card payment is not available.

Simply contact us. We keep items of recognisable value for six months. On request, we can forward an item for a handling fee of EUR 15.00 plus shipping costs.

Yes. From 4 pm on your booked arrival day, you can check yourself in at any time, including at 3 am the following night. Complete online check-in beforehand and have your personal access code from the guest portal ready. No key handover is needed.

Yes, regular final cleaning is always included in the total price. During booking, it is generally shown separately and added to the accommodation price.

Every apartment is professionally cleaned before your arrival. For stays longer than 14 nights, we provide interim cleaning at reasonable intervals and coordinate the dates with you. Additional cleaning can be requested at any time for a fee.

Yes, Wi-Fi is included in our apartments. You will find the password in your guest portal after completing online check-in.

There is no traditional reception. You enter the apartment using your personal access code. If you need us, reach the team by WhatsApp, phone or through your guest portal.

You can reach us by phone or WhatsApp on +49 151 251 47509, or by email at [email protected]. You can also message us at any time using the chat in your guest portal. For urgent matters, calling us directly is best.

No. Smoking is prohibited in all indoor areas. This also applies to e-cigarettes and similar products.

No. Parties and similar gatherings are prohibited without our prior express consent. Please also observe quiet hours from 10:00 pm to 8:00 am.

Pets are only permitted in designated accommodation and with prior approval. Recognised assistance dogs are exempt. If in doubt, please ask us before booking.

The apartment may only be occupied by the number of people booked. If you would like to add guests, please contact us in advance.

Direct bookings made through our website can be cancelled free of charge up to and including 14 calendar days before arrival, preferably by email. Platform bookings are subject to the platform’s cancellation terms and must be cancelled directly through that platform.

For direct bookings cancelled within 14 days of arrival, or in the event of a no-show, we charge 90% of the accommodation price. Costs not incurred, such as separately stated cleaning charges, will be refunded. Bookings made through Airbnb or Booking.com are instead subject to the cancellation terms of the booked rate. Depending on the rate, no refund may be available.

Simply send us your requested change. Extensions are usually possible, subject to availability.

Phone & WhatsApp: +49 151 251 47509. Email: [email protected]. We will get back to you as soon as possible. For urgent matters, please call us directly.