CUSTOMER RENTAL TERMS AND BOOKING CONDITIONS
AGREEMENT: These Terms and Conditions represent the complete agreement between the parties and supersedes all previous understandings of the booking, whether oral or written. These terms and conditions can only be modified in writing with the signatures of both the Client and Hidden Voyage LTD.
VILLA INFORMATION: Hidden Voyage LTD (“Hidden Voyage LTD”, “we”, “us” or “our”) does its upmost to provide updated information on the rental properties on our website (“Website”). However, nothing on our Website constitutes a term or condition of this Agreement. Owners of the Villa Property (“Owner” or “Owners”) have the right to make changes to the Villa Property specifications that are considered necessary due to operating requirements. For this reason, there may occasionally be differences between a photograph, illustration or text on the Website and the actual Villa Property. Owners have the right to alter any furniture, fittings, amenities, facilities, activities or make any other alteration without prior notice, even if previously or currently advertised or represented as available. Upon receipt of the agreed balance, we will forward to the guest all of the necessary details for reaching the property, including meet and greet information, on site contact names and contact details. Although we prepare everything with the utmost care, the descriptions and photographs of the properties remain indicative and actual properties may be subject to change.
RENTAL PERIOD: Rentals run from Saturday to Saturday (unless otherwise arranged). Arrival time is between 4 pm and 7.30 pm (unless otherwise agreed upon so please advise us if necessary). After 10:00pm, it will be not possible to arrange a check in. Departure time is before 10.00 am (unless otherwise agreed, again please advise us if necessary). Any delays or variations must be communicated at least 48 hours before arrival. No refund will be given if the guest is unable to take up residence in the property on the expected day or at the scheduled time owing to travel difficulties. The same rule applies to early departures.
CLIENT: The Client includes the person who signs and executes this rental agreement (“Party Leader”) and all persons identified as an Occupant or Occupants of the Villa Property (“Client” or “Clients”). All communications by Hidden Voyage LTD will be made to the Party Leader. It is the Party Leader’s responsibility to provide this information to all Occupants. The Client is responsible for the full payment of the Hidden Voyage LTD sum as stated in this agreement. The Client is also responsible for the compliance of all Occupants to the terms and conditions of this agreement.
PAYMENT: The deposit and balance are due by bank transfer as follows: 30% of the total amount is to be paid within 3 days of receiving the contract; the balance is due 60 days before the first day of the rental period. If your stay begins within 60 days of your scheduled arrival, the total balance is due within 3 days of receipt of the contract. Please note that wire transfer payments to Hidden Voyage LTD may incur additional surcharges that are applied to international transfers in addition to making a transfer in EURO. Please contact your bank for the terms and conditions relative to your account. For credit card and PAYPAL payments, a surcharge for banking service fees can be foreseen.
SECURITY DEPOSIT: Payment of a refundable security deposit is mandatory and will be held in a non-interest bearing account. Without payment of this deposit, the Property Owner is entitled to refuse the Client access to the Property. In the unlikely event that any piece or part of the Property (including, but not limited to furniture, fixtures, decorations, structure, equipment, etc.) is lost or damaged or any extra service has been requested and/or executed for or on behalf of the Client in residence, the Owner or his delegate will deduct the total amount from the Security Deposit. If this deduction is less than the Security Deposit that has been paid, the resulting balance will be refunded upon check out. Judgment as to the condition of the property is left to the sole discretion of the owner. Should any damages exceed the amount of the Security Deposit, on signing this contract, the Client agrees to pay the additional charges upon demand.
CANCELLATION POLICY: The deposit is non-refundable. A penalty of 50% of the total cost is applied to cancellations between 60 and 40 days of scheduled arrival. A penalty of 100% of the total price is applied to cancellations within 39 days of the scheduled arrival. In order to concur with the above conditions, any cancellation requests/declarations must be received in writing via post or fax. In the event of unforeseen circumstances (i.e. catastrophic events such as natural disasters), we reserve the right to void this contract.We highly recommend that you purchase travel insurance on the day of the first payment. In the case of a cancellation due to the epidemic of COVID 19, no penalty will be applied and all of the amounts paid will be refunded or converted into a credit voucher, as long as the Italian Government permits us by law to issue a voucher and there are no prior contractual agreements to the contrary.
ARRIVAL INFORMATION: Provided that payment of the balance has been received in full, the Client will receive all of the necessary travel and arrival information within 14 days prior to the scheduled arrival date. This information includes addresses, driving directions, telephone numbers, contact names resumed in an Accommodation Voucher.
NUMBER OF OCCUPANTS: Under Italian law (for the Italian properties only), we need the names and ages of all Occupants staying at each Property during the stated rental period. Under no circumstances can the total number of Occupants exceed the maximum number agreed upon in the Agreement. Failure to comply with this may result in either any additional guests being turned away or the entire party may be subject to eviction at their own expense. If maximum occupancy is exceeded, the Owner reserves the right to refuse or revoke the booking at the Owner’s sole discretion and at the Client’s sole expense and without refund of any type.
CLEANING AND ORDER: The entire property must be handed back clean and tidy at the end of the stay. Crockery and other equipment belonging to the house (such as furniture and fixtures; including, but not limited to, chairs and blankets etc.) must not be taken outside of the Property. Candles and oil burners are not permitted inside the house and must be used with great care on paved terraces. After handing back the Property, the repair of any damage caused by the Occupants will be charged to the Clients and the amount will be deducted directly from the Security Deposit. These damages may include, but are not limited to, the resolution of plumbing issues (e.g. blocked bathroom fixtures), damages to furniture, fixtures, equipment or the Property itself, stains on mattresses or bed covers and broken crockery. In the unlikely event that additional time is required to make a valid assessment of the damages, the custodian of the Property is entitled to retain the entire Security Deposit. The remaining balance will be refunded to the Client, together with any recepits detailing the expenditures for repairs carried out following the departure of the Occupants.
PETS AND SMOKING: Most villas have strict policies regarding smoking and pets. Unless arranged when confirming the reservation, please do not bring pets or smoke inside the Villa Property.
UTILITIES AND OTHER EXTRAS: All extra services specified above and/or on the Final Voucher are due in Euro upon arrival/departure or during your stay as stipulated. Sometimes these can be stated differently and are payable in advance to Hidden Voyage LTD. All extras due in advance to Hidden Voyage LTD will be itemized on your Confirmation Voucher. Any additional extras due in local currency will be itemized on your Balance Invoice upon request prior to departure. Staff services are included and excluded as specified on your contract package listed above. Additional cleaning and cooking services are usually available by separate payment. If you arrange in advance for additional services, you will be responsible for the charges, even if you cancel. Payment terms are the same as stated above for utilities. Please give us as much notice as possible to arrange these services.
NOT INCLUDED IN THE PRICE: City tax (Tassa di Soggiorno), Local Charges, Extra Services and consumables of any kind are not included in the Total Package Price unless otherwise expressly stated on the Reservation Invoice. This includes, but is not limited to, food and beverages, cleaning supplies, toilet paper, paper towels and napkins, travel expenses, alternative travel or lodging expenses and travel insurance.
COMPLAINTS: All properties are checked regularly by Hidden Voyage LTD representatives and business partner to ensure that they meet with the required standards and that they are accurately reflected in descriptions and promotional material. Whilst the company does all that is reasonably possible to ensure that the properties comply with descriptions, Hidden Voyage LTD cannot accept responsibility for last minute changes or variations outside of its control. Nevertheless, we will do all that we can to rectify any problems which arise as a result of changes to properties and/or chattels. It is important that Clients understand and acknowledge that many of the villas are of historical importance and as such, are furnished with antiques and period furniture which perform differently to today's modern furnishings and appliances. In addition, many of the properties have inherent dangers such as swimming pools, dry stone walls, un-gated access to roads, staircases, unfenced drops etc. These properties offer the client the opportunity of spending time in a world where tradition and history form a part of the local life and culture. Neither Hidden Voyage LTD nor the Property Owners can accept any liability for accidents occurring. The Client must accept full responsibility and take all necessary safety precautions. Equally, no claims of any sort will be entertained in the event of incidents or accidents occurring whilst occupants or guests are under the influence of alcohol or other intoxicating substancesIf there is anything you are concerned with during your stay, please phone the Hidden Voyage LTD representative listed on your Travel Voucher. Hidden Voyage LTD must be notified in writing within 72 hours of any occurrence (or cause of complaint), which gives rise to a claim (mail to: email@example.com). Complaints should be filed within 72 hours of any occurrence (or cause of complaint) to the area representative or directly to Hidden Voyage LTD in writing, who will endeavor to resolve the problem or find an alternative solution.Should you abandon the property without authorization from the Owner or local Hidden Voyage LTD representative, you will lose all rights to compensation. Complaints giving rise to claims for compensation must be directed to our office in writing within 72 hours of the end of the rental period. In addition, should the Client leave the property for any reason prior to the contracted period without notifying Hidden Voyage LTD in writing beforehand, any claims for compensation are rendered null and void. Failure to give notice of a complaint when it occurs during the rental period and/or failure to remain in contact by telephone or fax or providing the Owner or local Owner’s representative and/or the Hidden Voyage LTDrepresentative with an opportunity to remedy the situation during the rental period will void any claim. We decline responsibility for any modifications made by the Owners without our knowledge. We also do not accept responsibility for the breakdown of the supply of utilities, appliances, loss of A/C, heating, water, internet etc. that might occur at the Villa Property, although we will, through our local agents, do our utmost to resolve the problem for our Client.
BEHAVIOR: By signing the Booking Form, the Client is responsible for the correct and decent behavior of his/her entire party in residence. Should the person and his/her party behave in a manner that is not acceptable by civilized standards, the Property Owner or Hidden Voyage LTD representative may ask the person and his/her party to vacate the house without compensation. Access to swimming pools is denied to all pets and to any children younger than age 10 without adult supervision. Guests swim at their own risk at all times. Outdoor swimming pools are open from May to October (depending on weather conditions). Access to the pool area is permitted from 8am to 19.30pm. The property Owner or Hidden Voyage LTD representatives reserve the right to inspect the property at any time during the rental period in order to continue to preserve the cleanliness and order of the Villa. Infants in portable cribs can sometimes be accommodated over and above the number of persons permitted but this must be explicitly agreed to in advance, before the balance payment is due. Clients are responsible for providing portable cribs. Should a representative of the Owner or of Hidden Voyage LTD find any violations to this clause, it is totally up to her/his discretion to ask the Client to vacate the house without compensation.
LIABILITY: Hidden Voyage LTD will not be liable for any claims, actions, injuries, damages, loss, delays, or expenses arising out of or resulting from any of the following: any act or omission of any third-party contractor supplying services on your trip, including but not limited to transportation, hotel, food, or sightseeing services; strikes; the failure of aircraft, watercraft, or any other means of transportation to arrive or depart as scheduled.
JURISDICTION: These conditions are governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the English courts.