The cancellation of a booking, even if replaced by another one, has the following penalties:
All the properties listed in the EMMA VILLAS catalogue and on the website www.emmavillas.com have been examined and photographed by Emma Villas. The descriptions published by our company correspond to the state of the properties at the time of the visit and acquisition, and have been written in the most truthful way.
What EMMA VILLAS offers the clients, is a way of life: the possibility to experience and learn the habits and customs of the local population by spending a holiday in private houses which represent Italian tradition and history and which do not respond to the categories internationally recognized, but follow the personal tastes of the owners. Any minor deficiency related to the characteristics of the architecture and traditions of the location cannot be considered as a ground for complaint.
EMMA VILLAS cannot be held responsible in case the property does not match the personal liking of the client, since the client has signed the contract, which it is clearly requested to carefully read the property’s detailed page in all its parts. Moreover Emma Villas provides thnbsp;e clients with all the pictures, descriptions, videos, maps and detailed information about the property booked.
In case of people with disabilities, or limited mobility we would like to point out that some of the structures, even if they contain bedrooms and bathrooms adapted for disabled guests, are country houses, with all the limitations and architectural barriers. Also, where children are present, we advise you to pay attention to the descriptions and photographs of the properties and to request further details to the Emma Villas operators in order to ensure that the chosen property is suitable. Emma Villas cannot be held responsible if the client has not read the detailed description of the site correctly, has not requested the floor plan of the property or not contacted the booking operators for further information.
The criteria adopted by EMMA VILLAS in the choice and selection of the structures are based on the identification of the features and accessories that can guarantee a good degree of comfort responding positively to the needs of an international public.
If upon arrival, or during the week the client should note serious inaccuracies in the description of the property, or if a problem should arise that he is not able to solve or minimize, the client can contact the EMMA VILLAS Customer Service Office, by calling +39 0578 1901599 or +39 0578 1901639 during office hours from Monday to Friday (8.30 a.m. - 9.00 p.m.), on Saturday and Sunday (9.00 a.m.- 8.00 p.m.), or the Customer Service number provided together with the final documentation. The client has to confirm the complaint by writing within 12 hours from the arrival at the property or from the acknowledgement of the problem via fax (+39 0578 1901627) or via e-mail (firstname.lastname@example.org). EMMA VILLAS will endeavor to solve the problem as quickly as possible to ensure guests a pleasant stay at the reserved property.
EMMA VILLAS, however, reserves the right for their representative to verify on site and during the stay of the holidaymakers the reasons for the complaint and any inaccuracies of the owner, both inside and outside the property. If a client should present EMMA VILLAS a complaint after the end of the stay, no form of refund will be recognized. Clients have no right to be refunded, unless they have contacted our office or representatives during their stay in one of our properties.
Furthermore, no refund will be recognized to clients who leave the structure on request of the owners due to lack of notification regarding people in excess or the presence of animals (the number of people in excess and the presence of animals must always be notified to Emma Villas and accepted by them in agreement with the owners) or in the absence of payment of the security deposit requested on arrival.
No form of refund will be given to clients who, in case of misunderstandings or problems, leave the property without prior written notice to Emma Villas, or to clients who decide to leave the reserved property earlier, with no valid reasons or serious inconvenience. No form of refund will be given to clients who decide to leave the property earlier without giving Emma Villas written explanation and justification in advance, or who have not properly consulted the website and have found conditions not appropriate to them, or without giving the representative of Emma Villas the chance to extenuating circumstances.
Emma Villas does not recognize as grounds for complaint ascribable to Emma Villas or the owner: weather conditions, presence of local fauna, insect bites(considering the geographical location of the structures) or lack of electricity, gas or water if this depends on government agencies, external circumstances or due to force majeure.
Emma Villas declines any liability for possible inconvenience caused by third parties, i.e. maintenance of of public roads or restoration of buildings or similar in proximity to the rented properties. Moreover, the owners and EMMA VILLAS, refuse any responsibility for personal items and/or of value left unattended inside the property, especially if no preventive measures have been taken.
Refunds, if and when due, will be made at the end of the tourist season (no later than the end of December of the current year).
In the event that EMMA VILLAS is forced to cancel the clients’ booking for reasons beyond their control or for reasons of force majeure, they will allocate, in agreement with the client, a new property with the same requisites of or the same standard level of the one previously booked. In the event that the price of the new property is less than the previously booked property, EMMA VILLAS will arrange for a refund in favor of the client equal to the difference, whilst in the event that the price of the new property exceeds by 10% the sum paid by the client, the client, by accepting the proposed property, will be required to pay the difference of the higher price.
If the client accepts the substitution of the property following his complaint, he does not have to ask and/or expect anything, neither from Emma Villas or from the owner of the property previously booked and then substituted.
If the parties fail to agree to the substitution of the property, after receiving the written cancellation of the contract from the client, EMMA VILLAS will refund the amount paid less the registration fee. In no case will Emma Villas pay hotel bills or of other kind of accommodation.
ROADS and distances: the structures of Emma Villas are mostly country houses, located in uncontaminated and quiet places; this is the reason why the roads leading to the properties are often unpaved, sometimes not very large, and in some cases quite steep or uneven.
EMMA VILLAS tries to be exact in describing the roads and the distances of the properties from the towns/villages and in giving advice on what kind of car to use. We therefore kindly ask clients to carefully read the property’s profile on the website (in the part “Location and Map) in order to check the description of the road. This section also provides a satellite map “Google Maps” where you’ll be able to see the exact position of the structures and in most cases, even the access roads to the properties.
EMMA VILLAS cannot be blamed for adverse weather conditions which make the roads more difficult to travel on or if the clients are not expert in driving on unpaved roads. Moreover, Emma Villas is not liable if the client has not carefully read everything on the emmavillas.com website, as required and signed at the moment of the booking, overlooking special advices.
Every property’s profile, in the section dedicated to the prices, clearly displays what is included and what is not included in the rental price. The additional services, as extra cleaning or change of linen (where it is possible to offer these services), are on request and can be booked 60 days prior the arrival. After that term, the confirmation is subject to the availability of the supplier.
Heating and electricity cost (where required): the cost is calculated on consumption according to up to date market prices. Just few structures have fixed weekly rates indicated in the property’s profile. In both cases, the heating and electricity costs, as any other consumption (for example telephone), must be paid on site to the owner or to his/her representative at the departure.
Use of the heating and air conditioning: The use of heating and air conditioning, in regards to temperature and period of use, is regulated by laws which vary from region to region. In general, heating can be used from November to April, for a maximum of 8 hours a day, whilst air conditioning can be used during the summer months. (The regulations regarding the on and off period and temperature varies from region to region). Clients must follow these rules without fail.
USB for internet connection: Emma Villas and the owners of the structures in which internet connect is via USB key are not liable for any malfunction caused by technical problems for which clients are advised to refer directly to specialized centres in the area. In regards to the ADSL and WiFi connections (the subscription is made independently by the owners) in mostly private structures, in the countryside and in areas far from the town centres, and for not broadband connections, slowing downs or malfunctioning can occur and be caused by atmospheric agents, network instability, and/or causes attributable to Emma Villas or to the owner. In case of malfunctioning the owners will do their best in order to solve any inconvenience, but we would like to specify that some connections could not be proper for works requiring the download of a big amount of megabytes. The connection of several devices at the same time can be the cause of a service malfunctioning.
Usually the arrival and departure day is Saturday unless a different day is indicated on the information sheet of the house. Arrival time is between 4.00 pm and 7.00 pm. We ask clients to communicate their arrival time at least a week in advance so that the owner or his representative can be on site to welcome the client and facilitate his admission. This is also possible via the Reserved Area where clients can fill in the Check-In information which will be sent directly to the owner. In the event the arrival is later in the evening and after 08.00 p.m., Emma Villas will facilitate the arrival of the clients at the reserved property, trusting in the collaboration of the owners who may require an extra charge for a late check-in, which cost will be assessed each time. Any changes regarding the date and time of arrival must be notified to EMMA VILLAS via e-mail or by telephone to the numbers on the final travel documentation (owner, Emma Villas office or Customer Service) in order to better organize the check-in. If the owner will not be informed about a possible delay notified on the arrival day and is not able to accept the “late check – in”, the client will bear the cost of an overnight stay at a different structure to that booked with EMMA VILLAS, without requiring anything from Emma Villas or the owner, who will in any case do their best to satisfy the client. Departure from the property will be in the morning before 10.00 am, allowing access to the owner to check the state of the property and to the cleaning staff to put the house in order at least an hour before the announced departure time. In the event that guests check-out before 08.00 am the owners, at their discretion, may require an extra charge which will be indicated at the time of the request for early check-out. The departure time, however, must always be communicated at least 12 hours beforehand to the owner or property manager.
On arrival at the property clients are asked to present their entry voucher and valid ID (passport or identity card) to the owner or his representative for registration as required by Italian law, if not communicated before in the reserved area of each client through the National Security Form. Without these documents access to the property will be at the discretion of the owner.
At the arrival at the house, the client will pay the security deposit to the owner or to his representative, in cash or credit card, according to what is indicated in the property information sheet, and on the website emmavillas.com This deposit will be returned to the client at the time of departure, after checking the state of the property and after deduction for any damage caused and any additional costs not included in the rental price (for example, telephone charges, heating, electricity). The owner reserves the right to prevent entry to the client who do not pay the security deposit. If the client should bring forward his departure, or if this should occur at a time different to that specified, the owner or his representative are authorized to return the security deposit by post or by bank transfer (having deducted consumption and damages) only after having checked the state of the structure. In the event of dispute between the clients and the owners for any damage caused to the structure or to the furnishings/fittings, during the stay, and where there is need to repair the damage, with consequent payment by invoice, the owner or his representative are authorized to return the security deposit by post, minus the amount of the invoice enclosing copy of the invoice to the client. EMMA VILLAS denies any liability in the event of dispute regarding the security deposit between the clients and the owners.
At the time of booking clients will be required to enter the names and ages of the people staying in the property in the public security module, which can be viewed and filled in via the Reserved Area on the website for the guests registration to the competent authorities. On the information sheet of each property, both on the website and in the catalogue, is indicated the maximum number of people that the house can accommodate. This number (adults – children – babies) cannot be exceeded in any way. EMMA VILLAS must be informed of and must approve any substitution or increase in the number of guests, as well as if this is just for an event (Birthday, Anniversary, Wedding and so on) that may take place on the property during the stay, arranging it with the owner who will be obliged to charge any extra fees and agree with the event. In the event of failure by the client to inform the owner, the owner reserves the right to remove the guests that exceed the number communicated from the property.
Emma Villas will be happy to provide cribs, cots and highchairs for the children. Most of the houses offer the first cot, which is free of charge. For additional cots there is a cost of Euro 50.00 each. Emma Villas requires the communication of the number of cots required through the Booking Form and at least 30 days prior to arrival. Children who fall into this category are infants under the age of 2.
Each property information sheet indicates whether pets are allowed or not. At the time of booking the client is required to communicate any pets he will be bringing with him, indicating the number and size. The owner can refuse access to clients who bring pets without having notified it at the time of booking or can refuse to accept pets when the number seems excessive for the property. Charge for extra cleaning will be required on site.
Initial and final housecleaning are included in the rental price unless otherwise specified in the house information sheet published on the website and in the catalogue. The weekly housecleaning (applicable on receptive structure only) does not include cleaning the kitchen and waste disposal. Properties must be returned in good hygienic conditions in all parts and accessories. If not, the client will be required to pay the owner or his representative the cost needed for cleaning. If the guests do not dispose of waste from the property the owner or his representative may ask for an additional charge for this service. The kitchen must be left clean and tidy. If, for any reason, including time, guests cannot clean the kitchen and the furnishings/fittings before their departure, the owner will be entitled to request an extra charge for it to be cleaned.
The pools will be open in the periods indicated on the information sheet of each property (opening in low season will be regulated according to the weather conditions). Any pool opening outside the indicated period will be agreed with the owner and will require payment of an additional charge.
In the event of exceptional maintenance or intervention essential for the smooth running of the holiday the clients may not in any circumstances prevent access of the owners or the managers of the facilities to the property or the house. It is understood that the owners will always provide prior notice and will require the presence of the guests themselves, it being understood that where guests cannot be present during the work progress, the owners or their representatives can however enter the houses, if necessary, to carry out any repairs.
Based on Art. 4 of the Legislative Decree n°23 of 14th March 2011 (but widespread through the new Monti Italian Government) all the Italian municipals which are considered as tourist locations can apply the tax used to finance interventions in the tourism sector, including improving receptive structures, maintenance, use and recovery of cultural and environmental heritage, and local public services. There could be (some) exemptions (children under 14, handicapped people)
The tax is applied to each overnight stay (cost per person/night), and the amount (which generally appears to vary from between € 0,50 and 3,00 € per person per night) are established by the individual City Halls where the property is registered. The tax, if due, should be paid in cash to the check-in responsible or owner before departure.
Guests are kindly requested to comply with the standards of conduct in force in our Country, regarding good behaviour, and to have great respect for the owner and the structure in which they are staying. It is forbidden to move furniture around in the house, to take furniture and furnishings outside the house and/or to use them in a different way to which they should be used. In the event in which a guest does not respect the standards of good behaviour and this results in damage to the structure or the furnishings therein or to the outdoor equipment regarding the garden and pool, the owner will have the right, at his sole discretion, to consider the lease terminated via verbal communication to the guest and copy in writing to the agency and ask for the immediate removal of the client from the property with the right to appeal also to the police.
EMMA VILLAS denies any liability in the case of disputes between the client and owner. In the event of legal action the owner will provide the client with information about the competent court.
In accordance with Italian Law and European Community Law regarding guarantees for clients of the tourism sector and with the Regional Law no. 16 of 08/02/1992. Emma Villas srl has stipulated the following insurance policy:
Civil and general liability: GENERALI ITALIA S.p.A - Polizza n. 761443833
This insurance covers the civil liability of Emma Villas srl – Via Duccio di Buoninsegna, 22 - 00142 - Roma, Italy – in their role as organizer and broker of travel and accommodation. This insurance has been stipulated in accordance with the C.C.V. (Convenzione Internazionale sui Contratti di Viaggio) and the Directive CEE 90/314 assimilated by the Law No. 16 of 08/02/1994 of the Regione Toscana.
The National Fund (art. 100 of the new Consumer Code established on Oct. 25th 2005) was instituted to protect consumers travelling in case of insolvency or bankruptcy of the vendor (tour operator or travel agent) and allows a reimbursement to the consumer for the price paid for the trip (the reimbursement is limited to the part of the trip paid and not yet used). In order to access the National Fund consumers must rely on the “legislative decree” of the President of Ministers nr. 349 dated July 23rd 1999. National Fund based on art. 21 of the legislative decree 111/1995 instituted in the Presidency of the Council of Ministers.
Personal data and other elements acquired by our Agency during the course of the assignment, will be subject to secrecy and will be treated in compliance with the privacy and the rights of the person through the systematic application on our part of appropriate measures of protection and guarantee prepared both for paper and electronic processing of data and measured to the specificity of the data itself (simple personal data or sensitive or judicial data). Pursuant to the effects of the Legislative Decree 196/03 we inform the client that his personal data will be processed only for purposes determined by the contract for such purposes (including for accounting and administrative purposes). Please also be advised that such data could be used for commercial and promotional activities pertaining to the services provided by Emma Villas, for this last use consent for treatment is required. The absence of the Client’s consent will not allow our Company to use the personal data to conduct commercial activities.
Emma Villas Registered Office: Via Duccio di Buoninsegna, 22 - 00142 - Roma, Italy
Emma Villas Headquarters: Zona P.A.I.P. - Località Le Biffe - 54043 Chiusi Scalo (Siena), Italy