FAQ - Frequently Asked Questions
NEW UPDATE -> Covid-19: Our Commitment to Cleanliness
Hygiene and cleanliness standards are extremely important for us and we have implemented all the measures provided for by the regulations of the Tuscany Region, the Italian Ministry of Health and the Italian Government, aimed at guaranteeing the safety of our guests and our employees.
Every day, our cleaning suppliers make every effort to ensure that the latest hygiene and cleaning directives are respected in all our apartments. The health and safety measures at our apartments are designed to combat a broad spectrum of viruses, including Covid-19, and provide for all aspects and practices necessary for this purpose, ranging from hand washing to use specific PPE (personal protective equipment: masks, gloves, disposable shoe covers) and of course the use of specific cleaning products, with cleaning procedures dedicated to apartments.
The specific measures adopted by Apartments Florence through its cleaning suppliers include the following provisions issued by the Italian Institute of Health. 0.1% sodium lipochlorite or 70% ethanol is used to sanitize the surfaces. To clean in depth even in the most inaccessible points (curtains, tall bookcases, chandeliers, channels, fabrics) trioxygen gas (O3) is released inside the apartment to sterilise and disinfect.
All our cleaning suppliers are able to issue a declaration with the description of the intervention carried out in each apartment and the technical and safety data sheets of the products used.
What Is The Process of Booking One Of The Apartments?
Once all your questions have been answered, and you are ready to proceed with the reservation, we will ask you to pay a booking fee to reserve your apartment, via credit card/PayPal.
For payments by bank transfer we kindly ask you to touch base our booking department to block the apartment. Please note that we require at least 7 working days to confirm that the bank transfer has been properly received and to send confirmation of the booking.
For payments done by credit card the credit card holder must be present at check in, on the delivery of the keys, to sign the credit card receipts.
Once we have received the booking fee, we will send you receipt for the payment, contract for your stay in the apartment and any additional information you will need to meet us in Florence!
Balance to total payment is due anytime before arrival via paypal, credit card or bank transfer (at least a week before arrival) or credit card at check in. A security deposit is also due at check in (the amount is quoted at the moment of the reservation and can vary depending on apartment and length of stay).
If your stay is longer than one month, the Italian law obliges you to take a Codice Fiscale (social security number) and to sign an Italian contract. This will be done at your check in.
If you require official proof of accommodation/contract registration for Visa/Immigration purposes please be sure to communicate this to us upon confirming a booking.
How is the booking fee calculated?
The booking fee is calculated as a variable amount (depending on the apartment) between 20 and 50% of the total rent amount and includes:
- Guarantee of the standard of quality for the published properties.
- Guarantee of the accuracy of all information published by the owners regarding each property.
- 24/7 onsite support for any potential problems with the rental or use of the property.
- Support in managing the relationships between the tenant and the owner of the property.
- Provision of a secure and easy payment system.
- Provision of bed linens and towels.
- Informative check in service, including information on the property's use and for your stay in Florence.
Where do I get my Codice Fiscale?
Don’t worry. It’s quite simple. All the necessary information and documentation will be provided to you via email once you book with us (for a long term lease = 30+ nights).
Is it possible to view an apartment prior to selecting it?
We would be happy to arrange a showing for any/all apartments, for rental periods of 30 nights or more. We work very hard to ensure all posted pictures of our apartments are recent, up to date and an accurate reflection of the apartment in question so, unfortunately, if you are staying less than 1 months, the apartment would need to be picked based on the pictures we are able to provide.
Can I bring my pet?
Most of our apartments are pet friendly, but some are not. So, please, always mention you are bringing your lovely pet and wait for our ok, before confirming the booking. As stated on Terms and Conditions, clause 6.1. "Unless expressly authorized in writing by the owner, the Client shall not be allowed to have pets of any kind in the Property".
Where you receive approval to bring a pet an extra fee will need to be paid at the time of check in. Please contact our sales team should you have any questions.
Read our Pet Policy here
In Case I Need to Cancel a Confirmed Reservation, Will I Lose My Down Payment/ Deposit?
If you must cancel your reservation please refer to the rate you have selected at the time of your booking.
Full cancellation fee will be applied and no payment will be refunded.
We may refund a percentage of your total amount paid according to the following terms prior to your scheduled arrival date:
For stays up to 14 nights:
If you cancel 5 days or more before check-in, the amount paid is fully refundable;
If you cancel within 5 days of check-in, the amount paid is non-refundable;
For stays longer than 14 nights:
If you cancel more than 60 days before check-in, the amount paid is fully refundable;
If you cancel from 30 to 60 days before check-in: 50% of the amount paid is refundable.
First rent is due and is non-refundable for communications that took place outside of the determined period.
In case of cancellation after arrival date on the contract, the Client will lose the entire amount of rent.
Changes to the arrival and departure dates are always accepted if the property is still available in the new dates. No additional costs (Aside from differences in the nightly rate) will be incurred if the communication of the changes are done 60 days before the arrival.
For 10 + Month Reservations:
The agency fee and the 1st month rental are not refundable in case of cancellation before arrival. In general a six months’ notice is required when terminating a contract/lease early in order to avoid losing any of your prepaid security deposit.
If I Need To Terminate My Contract/Lease Early, How Much Notice Is Required To Avoid Penalties?
We require a minimum of two month’s notice when terminating a contract/lease early in order to avoid losing any of your prepaid security deposit.
For every reservation over 30 days the terms of the Italian contract signed at check in will apply: notice will then vary from 2 to 6 months.
What Is A "Starting From" Price?
A starting price is based on low season or a long term rental; please insert your dates in the search page and run a simulation for an up-to-date price for your period of stay.
Are The Listed Rental Prices Negotiable Or Final? Is It Possible To Get A Discount?
The online prices are constantly reviewed by our revenue manager and the price you see online, or the price giving you by our sales team, is the final price. However, for some specific apartments, depending on the length of the stay and month of the year, we could have a small flexibility. The final word will always be given by our sales team. You are free to send us an inquiry if you have a specific offer.
Are Bills Included In My Rental? Why Do The Daily Prices Differ?
Our calculation for the daily prices will differ from apartment to apartment, obviously. But not only. When you rent for a short term (7 or less nights) the daily price will include your usage of the utilities (gas, water and electricity). Whereas when you rent for 8 or more nights we will charge you such bills separately, at check out. Plus, the longer your stay the less is the rental daily cost, accordingly:
1 night to 4 nights
5 nights to 7 nights
8 nights to 19 nights
20 nights to 1 month
1 month to 3 months
3 months or longer
Some specific apartments, however, do not follow this graphic exactly.
How Much Will I Spend on Utilities During My Stay?
It will depend how long your stay is, how many guests you have, how big is the apartment, how cold (or hot) is outside and how well you manage these expenses (water, gas and electricity).
Just so you have an idea, in Italy, as a general rule of thumb, an apartment for 4 people averages through the year 250-300 Euro of bills per month.
Will I Be Charged Any Additional Costs Apart From The Rent?
The rental price quoted up front is the price you pay. All rental prices shown online and/or given by our sales team, include the usage of utilities when the length of stay is 7 days or less.
For stays of 8 days or longer, the rental price never includes utilities (electricity, water or gas expenses) and you will be charged for these separately. It’s important to remember, though, that the security deposit will be taken at check in and given back at check out, barring any damages to the property.
Extra services can be requested at an additional cost.
For Reservations over 30 Nights Ordinary Maintenance is the responsibility of the Guest. This includes matters such as replacement of consumables such as light bulbs, cleaning of showers & drains, toilet blockages and similar issues. Apartments Florence can assist with coordinating maintenance interventions – and can refer you to third party specialized tradespeople (plumbers, electricians etc).
What Is The Security Deposit? How Do I Pay It? Is It Refundable?
The security deposit is taken to cover any potential damages that may occur during your stay, the amount depends on the apartment and the length of your stay. If you your stay is up to 20 days this is taken as a pre-authorisation on a credit card otherwise it will be taken as a transaction.
We do a thorough check of the apartments after each departure. If we do find damage, we’ll get in touch immediately. With everything in order, the pre authorisation is released or the transaction is refunded.
Please note that a pre authorization won't show up as a refund on your statement as the funds were never taken but you will no longer see the amount held on the date of your check in. This can take up to 30 days depending on your merchant bank.
What Is A Pre-Authorization?
A pre-authorisation is a temporary hold of a specific amount of the available balance on a credit or debit card.
The pre-authorisation is not a charge and no funds have been debited from your account.
When does the pre-authorisation get released from the credit card? This varies dependent on your individual credit/debit card. Usually within 20 days.
If Something In The Apartment Breaks During My Stay, Due To My Fault, Then What Happens?
If anything in your rental apartment is damaged or broken during your stay you would be responsible for replacements and/or repairs - and this would normally come out of your security deposit. This is, of course, within reason and refers more to furniture and appliances (valuable stuff). If you broke a glass or a plate or something small like that we won’t charge you. But, please, do tell us at check out so that we can replace in time for upcoming guests.
Can I Move The Furniture In My Apartment?
Guest are responsible for furniture.
Furniture provided with the apartment may not be moved (from/to) or removed from any room, other apartments, or common area (unless written authorization by Apartments Florence staff). Guests are charged for the replacement of any furniture that is moved, removed or damaged. Apartments Florence will charge guests for removal of any non-Apartments Florence furniture that is left in a room, apartment, or common area at the end of the rental. Damages (example: floor..) due to furniture moving will be charged.
If any furniture is damaged, guests should report it within 48h to Apartments Florence staff.
When I Arrive in Florence How And Where Can I Collect My Keys?
Based on your anticipated arrival time we can work out an approximate meeting day/ time in advance, but due to ever-changing flight and travel schedules we will provide you with the contact number to call upon your arrival in Florence.
We will always request you to call this number when you arrive in Florence. We will meet you outside your apartment shortly after your call. One of our representatives* will meet you at the apartment, provide you with your keys, show you around the apartment and ensure you are settled and have everything you may need.
*In some cases the owner of the apartment (or his/her representative) will do the greetings.
Can We Check In/Out Early In The Morning Or Late at Night?
We'll meet you at the home at your convenience any time after 3pm on your arrival date, and our standard check-out time is 10:30am. Early check-in and late check-out can be arranged in advance with our staff, subject to availability and a potential charge. At the end of your stay, if this was for 7 nights or less checking out is simple – you'll have instructions on locking up and safely depositing keys (you don't need to meet anyone from our team) and we'll arrive later in the day to clean. If your stay is for over 8 nights one of our check in representative will meet you at the apartment at 10:30am (unless you have an earlier departure and we can arrange another time/day before) to do the utilities reading and complete the check out procedure.
CHECK IN TIMES:
Standard time: Monday - Friday 15:00-19:00 | Saturday, Sunday & Bank Holidays 15:00-19:00
**We generally allow check in anytime after 11:00 but please note we cannot guarantee the apartment will be cleaned until 15:00
Outside of these hours: 19:00 -21:00 20 EURO | 21:00-24:00 40 EURO| 24:00- 9:00 (of the day after) 60 EURO
Check out time is 10:30.
Based on availability we can try to accommodate late check outs. Please ask at the time of making your reservation. An additional fee may occur.
1. Late check-out until 13.00 - The tariff to pay is 50% of their daily rate. This entitles them to stay in the apartment until 13:00 of that day.
2 Late check-out after 13.00 - If the client would like to stay after 13:00 of that day the client will have to pay the full daily rate, this entitles them to stay in the apartment anytime up to 10:30 am the following day!
Can We Store Our Luggage With You Before Check-In Or After Check-Out?
Yes you are welcome to store your luggage with us!
SHORT TERM LUGGAGE STORAGE
Up to 1 day, drop off after 9.00.
• Pick up Monday – Friday before 19.00 FREE
• Pick up Monday – Friday 19.00 – 21.00 by prior appointment only 20 Euro
• Pick up Monday – Friday 21.00 - midnight by prior appointment only 40 Euro
• Pick up Monday – Friday after midnight by prior appointment only 60 Euro
Up to 1 day Saturday or Sunday, by prior appointment only
• Drop off after 10.30 and pick up before 18.30
LONGER TERM LUGGAGE STORAGE
• Up to 6 months 25 Euro per item of luggage
• Up to 1 year 40 Euro per item of luggage
Free collection during office hours. Outside of office hours please see rates above.
Please lock all luggage and do not leave valuables in the luggage, we decline all and any responsibilities for damages or thefts.
You can also leave your luggage at Santa Maria Novella train station, which has a storage room working from 6am to 11pm, everyday.
Can You Provide Any Documentation That I Can Use For My VISA?
As soon as your reservation is confirmed, we can send you the rental confirmation contract (in English). With such document you can apply for your visa.
We Are Traveling With Children. Can You Provide A Stroller, High Chair And/Or Other Specific Items?
Absolutely. We make every effort to help you make our youngest guests feel comfortable. Please be sure to ask one of our representatives about this, and specify these needs during booking.
Will I Need To Pack My Own Hairdryer And/Or Clothing Iron And Will These Work In Italy?
Most of our rental apartments include iron, ironing board and hairdryer. However double check this with one of our representatives to ensure they are is included in the apartment you chose, and ready for you upon arrival.
For any non-European appliances you wish to bring to the apartment you will need European AC adaptors for 220 volt current. You can purchase European adaptors prior to arrival in Italy at Best Buy, Radio Shack (or similar retailer) and even in most major airports. Once you are here you can also find those at local shops and supermarkets.
Are Your Rental Apartments Centrally Located And/ Or Close To Public Transportation?
They are! Most of our apartments are located in central Florence (centro storico) and within walking distance of most of Florence’s major attractions and sites. There are a few apartments which require short bus ride into the center, but public transportation is very easily accessible, and we would be happy to assist you with anything you may need related to this travel!
Are The Neighborhoods Around My Apartment Safe?
Yes! Florence in general is a very safe city and our rental properties are all located among the safest neighborhoods. You should feel comfortable walking around at night without a problem.
Electricity and Heating
All homes in Italy have a limit on the amount of power (3 KW). Using too many electric appliances at the same time will cause a power outage (will show you at check in what to do in this case).
Italian Rules state that heating in private homes can only be switched on for a certain period of the year (specifically established each year) and only for a certain amount of hours each day. We'll provide you with the important information – please be aware that homeowners face penalties for exceeding the regulations.
Are All Apartments Strictly Tourist Apartments Or Is It Possible To Obtain Long Term Contracts?
This varies based on the apartment in question. Some of our apartments are available for residency but please ask one of our representatives if this is something you are interested in.
Is It Safe To Make My Payments Online With Apartments Florence?
Yes, it is. We use the most advanced system for you to shop online with us safely. When making the payment you will see (on the address bar) the letters https, meaning you are on a safe environment and no risks of third parties having access to your data. Just be sure you are shopping with us directly (www.apartmentsflorence.it) and not with another website with similar web address.
You will receive an email from us immediately after the payment is confirmed and we will follow up the confirmation process with further communication about your arrival and all the necessary help you need to have a wonderful time in the city.
What If I Don’t Like The Furniture In The Apartment And Want To Buy A New Piece?
You can do so. However, always consult us before doing so. We cannot guarantee the possibility of keeping the replaced furniture on our storage and fees may apply. Above all, no refund whatsoever will be given to the client who desires to improve the apartment by his/her own.
What Is The City Tax?
From 1 July 2011 the City of Florence by resolution of the City Council No. 230/33 of 06.20.2011, integrated by resolution No. 21/2012, has established the “'tourist tax”.
The tax is applied to non-residents overnight stays in the city of Florence and for a maximum of 7 consecutive nights.
The tax rate for this tourist structure is 4,00 euro (new rate 2020) per person per night .
There are the following exemptions:
a) children up to twelve years old ;
b) people who care for patients admitted to local hospitals, including outpatient care, for a maximum of two assistants per patient;
c) patients who make hospital care in outpatient care;
d) students of the University of Florence
It is also provided a 50% reduction of the tourist tax in the following cases:
a) groups of lower and upper secondary schools in Florence in teaching visit;
b) athletes under the age of 16 years, members of groups participating in sporting events and tournaments organized in collaboration with the Municipal Administration.
What About Extra Services Like A Hotel?
Please consider this:
Our properties for rent are not hotels, agriturisms, B&Bs or similar, and therefore by law, extra services similar to those you may find in these types of accommodations, such as a reception, concierge or security, receiving mail, provision of meals and drinks, cleaning and change of linen during your stay, and amenity kits with soaps etc. are strictly prohibited.
What should I do if something breaks during my stay and I require a maintenance call?
Don’t Worry! If you need our assistance call us or e-mail us, possibly with a photo attached describing the situation, we will open a maintenance ticket with our team.
You don’t need to worry about anything else or stay at home waiting, our staff known the apartments very well and will work fixing any reported issues between 10.30 and 19.00.
Please note ordinary maintenance calls are a long terms' guest responsibility which may result in an invoice.
Have additional questions? Need additional feedback? If your questions haven't been answered above, or you would like more detail on anything please do not hesitate to email us! Our email address is email@example.com and one of our representatives will get back to you at our earliest convenience!
Have additional questions? Need additional feedback?
If your questions haven't been answered above, or you would like more detail on anything please do not hesitate to email us! Our email address is firstname.lastname@example.org and one of our representatives will get back to you at our earliest convenience!