I am submitting this complaint regarding misleading and non-transparent pricing practices by Novasol when properties are booked through the Airbnb platform.
I booked a Novasol holiday home in Genoa via Airbnb and paid the full advertised total (£405.47). After the booking was confirmed and paid, Novasol demanded additional mandatory fees (€120 final cleaning + €70 consumption costs = €190) through their external portal and direct messages. They stated these were compulsory and that I would not receive the keys without making payment off-platform.
These fees were not included in the total price shown or paid on Airbnb. They only appeared later in the “Additional rules” section and on the Novasol Mybooking link (which I only received access to after payment). Novasol also attempted to charge the tourist tax again, despite it already being collected by Airbnb.
Airbnb investigated this matter (Case A105027826) and confirmed in writing that the fees were not properly disclosed at the point of booking. I had already raised the issue extensively with Novasol support.
This practice of hiding mandatory fees from the advertised total price, then demanding off-platform payment (sometimes under threat of withholding keys), appears to breach EU consumer protection rules on transparent pricing and misleading commercial practices.
Evidence from my case and communications indicates this is not an isolated incident but part of a wider pattern affecting multiple Novasol listings on Airbnb.
I have already submitted complaints to ABTA, the UK Competition and Markets Authority (CMA), and AGCM.
I am requesting that Altroconsumo investigates this matter and takes appropriate action against Novasol’s practices.
I have attached relevant evidence, including chat logs, my Airbnb receipt, and Airbnb’s written confirmation.
