Online booking terms

1. SECURITY DEPOSIT

The Guest may be required to provide a refundable security deposit before check-in.

The Owner shall be entitled to retain all or part of the security deposit after check-out in the event of damage to the Property, missing items, extraordinary cleaning, unauthorized guests, breaches of House Rules, smoking violations, loss of keys or any other contractual obligations not respected by the Guest.

The Owner reserves the right to seek compensation exceeding the amount of the security deposit if the damages or losses suffered exceed its value.

The security deposit shall normally be returned within 30 days following check-out, provided that no damages, missing items, outstanding utility charges, extraordinary cleaning costs or other contractual breaches are identified.

The Owner and/or Apartments Florence reserve the right to retain all or part of the security deposit until all necessary inspections and verifications have been completed.

2. DURATION, CANCELLATION, WITHDRAWAL AND TERMINATION

2.1 The duration of the stay is determined by the check-in and check-out dates indicated in the booking confirmation.

2.2 Applicable Cancellation Policy

The cancellation policy applicable to each reservation is the one expressly stated in the booking confirmation. In case of discrepancy, the booking confirmation shall prevail.

2.3 Non-Refundable Rate

Where the reservation is made under a Non-Refundable Rate, the total amount of the reservation becomes non-refundable immediately upon confirmation.

Any cancellation, modification, reduction of stay, no-show, late arrival or early departure shall result in the full amount of the reservation being charged and retained.

2.4 Refundable Rate – Stays up to 14 Nights

For reservations up to 14 nights booked under a Refundable Rate, cancellation is free of charge if communicated at least 5 days prior to the scheduled check-in date.

For cancellations received less than 5 days before check-in, the reservation becomes fully non-refundable.

2.5 Refundable Rate – Stays Over 14 Nights

For reservations exceeding 14 nights booked under a Refundable Rate, cancellation is free of charge if communicated at least 60 days prior to the scheduled check-in date.

For cancellations communicated between 60 and 30 days before check-in, 50% of the amount paid shall become non-refundable.

For cancellations communicated less than 30 days before check-in, the reservation becomes fully non-refundable.

2.6 Villas

Reservations for villas are subject to the following cancellation policy unless otherwise stated in the booking confirmation.

Cancellation is free of charge if communicated at least 30 days prior to the scheduled check-in date.

For cancellations communicated between 30 and 15 days before check-in, 50% of the amount paid shall be refunded.

For cancellations communicated less than 15 days before check-in, the reservation becomes fully non-refundable.

2.7 Reservations Exceeding 30 Nights

For reservations exceeding 30 nights, once the Guest has checked in and signed the applicable rental agreement, any withdrawal, termination or early departure shall be governed by the terms of the rental agreement and applicable Italian law.

The required notice period may vary between three and six months depending on the type of contract executed.

2.8 Reservations Exceeding 10 Months

For reservations exceeding 10 months, the agency fee and the first month’s rent are non-refundable in the event of cancellation before arrival.

Unless otherwise agreed in writing, a minimum notice period of three months shall apply in order to terminate the rental agreement early.

2.9 Force Majeure

No refund shall be due for cancellations, delayed arrivals, interrupted stays or early departures resulting from circumstances beyond the reasonable control of Apartments Florence or the Owner, including but not limited to transportation disruptions, flight cancellations, visa issues, illness, governmental restrictions, strikes, weather events or other force majeure events.

Guests are strongly encouraged to obtain suitable travel insurance.

3. GUEST OBLIGATIONS

3.1 The Guest must accurately communicate the number of persons staying at the Property.

Failure to disclose additional occupants may result in additional charges, loss of the security deposit and/or immediate termination of the stay without refund.

3.2 The Guest agrees to treat the Property and its contents with care and to refrain from any action that may cause damage to the Property, furnishings, equipment or common areas.

3.3 The Guest shall avoid any behaviour that may disturb neighbours, residents or other occupants of the building.

3.4 The Guest agrees to return all keys and access devices at check-out according to the instructions provided.

3.5 The Guest shall not reproduce, duplicate or provide the keys to third parties.

Loss of keys may result in charges for lock replacement and the production of new sets of keys.

3.6 The Guest agrees to take all reasonable security measures to prevent unauthorized access to the Property during the stay.

3.7 The Guest shall not sublet, assign or transfer the reservation or Property to third parties.

3.8 Any issue, defect, damage or discrepancy affecting the Property must be reported within 24 hours of check-in.

4. UTILITIES

Unless otherwise specified in the listing, booking confirmation or rental agreement, Guests staying 8 nights or longer may be charged separately for water, gas, electricity and other utilities.

Meter readings may be taken during check-in and again at check-out.

Utility charges must be settled before departure.

5. LONG STAY MAINTENANCE

For reservations exceeding 30 nights, ordinary maintenance shall be the responsibility of the Guest.

Ordinary maintenance includes, but is not limited to: Replacement of light bulbs, Replacement of batteries, Cleaning of drains and shower traps, Removal of minor blockages, Routine upkeep of the Property etc

Apartments Florence may assist in coordinating maintenance interventions and may refer Guests to qualified third-party contractors. Maintenance call-outs attended directly by Apartments Florence shall be charged at €60 plus VAT, in addition to any repair costs, spare parts, materials and contractor fees.

6. RIGHT OF ACCESS TO THE PROPERTY

The Owner, Apartments Florence, and any contractors, maintenance personnel or representatives appointed by them may access the Property when reasonably necessary for inspections, maintenance, repairs, legal obligations, safety concerns, or to preserve the Property and its contents.

Except in emergencies, reasonable notice shall be given to the Guest and access shall be arranged, whenever possible, at a mutually convenient time.

Should prospective tenants, purchasers or future guests wish to view the Property during the stay, reasonable notice shall be given and access shall be arranged at a mutually convenient time whenever possible.

7. PETS

Pets are not permitted unless expressly authorized in writing before arrival.

Where authorized, the Owner may require an increased security deposit and/or additional cleaning fees.

Any damage caused by pets shall remain the responsibility of the Guest.

8. SUSPENSION OF UTILITIES AND SERVICES

Neither the Owner nor Apartments Florence shall be liable for temporary interruptions, reductions, failures or suspension of utilities or services provided by third parties, including but not limited to electricity, gas, water, internet, television, telephone services, heating, air conditioning or other public services beyond their reasonable control.

Such interruptions shall not constitute grounds for cancellation, refund or compensation.

9. PENALTIES AND ADDITIONAL COSTS

Guests are responsible for all furniture, appliances, equipment and other items present within the Property.

Furniture and equipment may not be removed from the Property or transferred to another apartment without prior written authorization.

Unauthorized parties, events or gatherings are strictly prohibited and may result in immediate termination of the stay without refund.

Additional charges may apply in the event of:

• Undeclared guests • Unauthorized pets • Smoking inside the Property • Extraordinary cleaning requirements • Failure to dispose of rubbish properly • Lost keys • Lock replacement • Damage to furniture, appliances or equipment • Unauthorized movement or removal of furniture • Unauthorized late check-out • Violation of House Rules

Any costs incurred due to removal of personal furniture, belongings or waste left in the Property shall be charged to the Guest.

10. TERMINATION CLAUSE

Rent, charges and other amounts due under the reservation or rental agreement may not be suspended, withheld or delayed by the Guest as a result of claims, disputes or complaints.

Failure to pay amounts due may constitute a breach of contract and may result in legal action in accordance with applicable law.

11. THEFT, LOSS AND LIABILITY

The Owner and Apartments Florence shall not be liable for theft, loss, disappearance or damage to money, valuables, luggage, personal belongings or any other property belonging to Guests or third parties.

The Owner and Apartments Florence shall not be liable for temporary inconveniences, interruptions of utilities, internet failures, neighbouring activities, construction works, force majeure events or circumstances beyond their reasonable control.

Nothing in these Terms shall exclude or limit liability where such exclusion is prohibited by applicable law.

Guests are encouraged to obtain adequate travel insurance.

12. MODIFICATION OF CONTRACT

Following confirmation of the reservation and after arrival at the Property, the booking, rental agreement and these Terms and Conditions may only be modified through a written agreement signed or confirmed in writing by all parties.

13. PRIVACY AND DATA PROTECTION

Personal data shall be processed in accordance with applicable privacy laws and the Privacy Policy made available to the Guest.

The Guest acknowledges having read and accepted the Privacy Policy published on the Apartments Florence website.