We have grouped the most frequently asked questions we are asked on this page. For more information, please contact our team, always at your disposal for any clarification.
General information on the house
How can you consult the availability and prices?
On the description page of each house by clicking on the items "availability" and "prices" it is possible view the rates applied in euros. Contact our team to receive this information also via email or telephone.
What do the rates refer to?
The rates shown are per day and vary according to the periods indicated and the minimum number of nights provided. On the description page of each house, under "the price includes" and "the price does not include", the services included in the price and those excluded are listed.
Where is the location of the house reported?
On the description page of each house you will find a google map showing the location of the accommodation.
Where can you send a request for information?
You can send a general information request by filling out the form on the "Contacts" page. To send a specific information request, fill in the "Send Request" form from the description page of the chosen house. To make a request for more than one accommodation, you can search by start date and end date of stay.
From which day can you book the house?
On the description page of each house, under "services-conditions of use", reported on the day of arrival (Saturday or any). If you wish to make a reservation for a period starting on a different day of arrival than indicated, please contact our consultants to check if your request can be accepted.
How many beds are allowed?
The maximum number of beds shown on the description page of each house cannot be exceeded, unless specific agreements have been made in writing with our team during the booking phase. In the total number of people we do not count a single baby under 3 years old. Generally one cot is available per accommodation (included or for a fee). Some properties have one or more extra beds (usually for a fee) that are added without being deemed in excess. Where present, these features are shown on the description page of the house under "The price includes or" the price does not include ".
Where they are allowed, this information is shown on the description page of the house, under the heading "the accommodation can accommodate. “, And it is also specified if the payment of an extra is required in the item“ the price does not include ”. The presence of your pet must always be agreed in writing with our consultants at the time of booking.
Is it essential to have a car on vacation?
We always suggest renting a car to get around in total autonomy. Otherwise, contact our consultants who will recommend accommodation in a location that is better served or better connected by public transport.
Is smoking allowed in the house?
Smoking is prohibited inside the accommodation. Otherwise, smoking is only allowed in the common areas and outdoors.
Equipment and features of the house
How is the house equipped upon arrival?
In addition to the features indicated on the description page of each accommodation, a minimum supply of water, toilet paper, garbage bags, detergents and what is needed to clean the surfaces of the home. This supply is sufficient for initial use only. Anything necessary for the rest of your stay is at your expense. In the kitchen there are utensils, crockery and cutlery in a quantity proportional to the number of beds in the house. In addition, in some houses a welcome basket is given upon arrival, possibly specified on the description page of the house, under the heading "The price includes".
Are the houses equipped with cots and high chairs?
Generally the houses are equipped with a cot or camping and high chair to be requested when booking. Please bring your cot linen, which is not normally provided.
Is the house equipped with linen?
Linen is provided and included in the rate. Upon arrival you will find the beds ready and a set of towels for each member of the group. The linen for the cot is generally not supplied. In some cases it is possible 2
request for a fee one or more additional changes of bed linen or towels.
The houses are equipped with internet connection?
All the houses are equipped with internet connection. Included in the rate or for a fee, the most frequent connection is wi-fi, but some structures have a cable connection or USB key. This information is specified under the heading “facilities” of the house description page.
Do the houses have private parking?
Most properties have parking, with the exception of some accommodations by the lake or in the city center. Availability and type of parking are specified on the description page of the house.
Services included and not included
What is included in the rate? What is extra?
Generally the rate includes: use of the property for the dates booked, initial cleaning, bed linen and towels for the number of people booked, kitchen equipment, water and gas consumption kitchen, garden and swimming pool maintenance (if any), and everything specified in the description page of the house, under "The price includes". The following are not included in the rate: the tourist tax, the refundable security deposit to be paid on arrival and all the services listed under "the price does not include" specified on the description page of the house. Final cleaning, electricity, air conditioning, heating, cot, high chair, extra bed and internet connection can be included in the rate or for a fee.
What is the security deposit?
The security deposit is an amount indicated on the description page of the house, under "The price does not include". Generally, it must be delivered in cash upon arrival to the contact person on site and returned upon departure, if no damage has occurred during the stay and if you have not used services not included in the rate (indicated on the description page of the house, under "The price does not include").
What do you pay at check-out?
You pay on departure the "The service does not include" agreed upon and any damage caused even involuntarily to the property. Also, if the house is left in such a condition that it needs a 3
Extraordinary cleaning intervention, in addition to the ordinary end-of-stay cleaning operations, an extra may be required.
What are the services on request?
By services on request we mean optional services, (for example domestic help, cook, transfer , etc.), to be requested and agreed with our consultants well in advance of the arrival date. These services are summarized under "services on request" on the description page of the house. The services requested and agreed upon must be paid upon arrival directly on site in cash.
Heating, air conditioning and electricity are included in the rate?
Heating, air conditioning if present, are extra to be paid locally. Wood for the fireplace is charged according to consumption. This information is summarized on the description page of each house, in the section "The price does not include". In some accommodations the consumption of electricity is included up to a certain number of kwh. Normally the limit is sufficient to cover a normal use of energy, but not an excessive one, so we recommend that you avoid waste in the use of lights and appliances. Upon departure, the actual energy consumption and any surplus to be paid locally is counted.
Is gas consumption included in the rate?
The consumption of cooking gas is always included in the rate. While the gas for heating is generally to be paid locally.
Is the consumption of water included in the rate?
The consumption of water is always included in the rate. In any case, it is advisable to avoid waste.
Questions about the booking
Where can you consult the terms and conditions of the rental?
On our website at the page-Terms and conditions - the contractual conditions are summarized which we ask you to view before confirming the booking
From the description page of the chosen house, clicking on the orange “Book” button, the appropriate form to fill in to make a reservation appears. To confirm the booking, we will send a document by email summarizing the data and payment terms.
What payments must be made to book? How to make payments?
We accept payments by bank transfer, Visa, Mastercard and American Express credit card.
What are the cancellation conditions?
In case of cancellation, please inform our team immediately in writing. The penalties are calculated on the basis of the days until the arrival date and can be consulted under the heading “cancellation policy” in the “Terms and conditions” section of the description page of the house booked. We suggest that you take out travel insurance when booking the house.
What does the travel documentation consist of?
Once the balance has been paid, you will receive by email the "Rental Voucher" with the summary of the data relating to the booked stay, the route to reach the accommodation and the contact details of the contact person who will welcome you on arrival. Please print a copy and hand it in at check-in.
How do you collect the keys?
The "Rental Voucher", which you will receive after having paid the balance, shows the route to reach the accommodation and contact details of the contact person who will welcome you on arrival. A few days before arrival, contact the contact person by telephone to reconfirm or establish the exact time of arrival to the property that is included in the time slot that goes from 15.00 to 20.00. If you are planning to arrive outside of this time slot, please contact our team. Arrival after 8.00 pm is generally allowed upon payment, subject to prior arrangements.
What to do if an unexpected event delays the appointment on the day of arrival?
On the day of arrival, in case of delay with respect to the established time, inform the our team or the contact person indicated on the Rental Voucher as soon as possible.
Please note that if you arrive after 20.00 you will be charged an extra.
What can you do in case of late arrival?
Some properties allow you to arrive between 21:00 and 24:00 by prior arrangement, upon payment of an extra, to be paid at check-in to the contact person on site. It is important that arrivals outside the time slot 16:00 - 20:00 are agreed in advance, as required by the contract. So please notify our consultants promptly if your travel solutions do not allow you to arrive during the regular check-in time.
When should I leave the house?
The departure time is between 8:00 and 10:00. It is important that the property is not left after this time to allow time and space for the cleaning staff to prepare the house for subsequent guests. Make an appointment during this time slot for the day of departure with the contact person on site, who will return the security deposit paid upon arrival after checking that there are no damages, extra services or consumption at your expense. If your departure must take place early in the morning (before 8:00 am), the security deposit will be refunded within the following 7 days by bank transfer (expenses at your expense). In some properties it is possible to anticipate departure (before 8:00 am), by prior arrangement and upon payment of an extra, to be paid at check-out to the contact person on site. It is important that the house is returned in order and not to move the furniture, as this could damage the furnishings of the house.
During the stay
What to do in case of problems during the stay?
Unfortunately, sometimes unexpected events can arise. In this case we ask you to notify us promptly, to give us the opportunity to remedy the problem. By informing us at the end of your stay of the inconvenience that has occurred, you may preclude your right to a possible refund.
What to do if damage occurs during your stay?
Due repairs or replacements. The contact person will ascertain the damage and withhold the amount from the security deposit paid by you on arrival.
How is the house delivered on departure?
It is important to return the house tidy and clean at check-out. In particular, the kitchen area must be clean, the dishes washed and the garbage disposed of according to the house rules. If on departure the house should be returned in a condition that requires an extraordinary intervention of 6
cleaning or waste disposal, in addition to the ordinary end-of-stay cleaning operations, an extra payment will be required.
What to do if you have forgotten something at the house?
Check carefully at check-out that you have all your items in tow . If you have forgotten something, we will try to get it to you, but we accept no responsibility in the event that your belongings are not found or delivered damaged. Any shipping costs are at your expense.