EMMA VILLAS CATALOGUE EMMA VILLAS CATALOGUE 2020/2021/2022 | Page 196

GENERAL BOOKING CONDITIONS
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 fur-
ther information. Before the final confirmation of the booking, the customer can also request a personal inspection
at the villa of his own interest.In the case of cancellation of bookings of 3 or more weeks full refunds are not expected.
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 [phone] or [phone] 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 [phone]) or via e-mail (info@
emmavillas.com). 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 holiday-
makers 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, mosquitoes and insect bites (the presence of “wandering” animals may occur considering the
geographic location of the structures, especially if the location is in isolated areas and/or in the countryside).
Emma Villas does not recognize as grounds for complaint the lack of electricity, gas or water if this depends on gover-
nment 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).

WITHDRAWAL OF THE ORGANISATOR
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 any other kind of accommodation.

 USEFUL INFORMATION
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.

 SERVICES
Every property’s profile, in the section dedicated to the prices, clearly displays what is included and what is not inclu-
ded 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 specia-
lized 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.

 ARRIVAL AND DEPARTURE TIMES
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.

 ARRIVAL AT THE PROPERTY
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.

 SECURITY DEPOSIT or ZER0DEP COVERAGE
At each booking the customer has the opportunity to choose whether:
1.
Pay the expected security deposit, at the balance or upon arrival;
2.
Pay the Zer0Dep cover and thus have coverage in the event of accidental damage up to the maximum
amount provided.
Security Deposit:
In the event that the customer chooses this option, unless otherwise specified at the time of booking, the customer
can pay the security deposit to Emma Villas at the balance payment of the booking, or he can pay it in cash upon arri-
val to the owner or to the check-in responsible, as indicated in the property page on emmavillas.com. This deposit will
be returned to the client at the time of departure, after checking the state of the property by the owner or by another
responsible, 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 tran-
sfer (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
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