FAQ - Windows on Italy
Frequently asked questions

Frequently asked questions

If you have not found the answer to your question please contact us at 0039 055268510 or write us and we will be pleased to help!



BEFORE AND AFTER THE BOOKING:

Did the staff of Windows on Italy personally visit the properties?
Absolutely! We have an office in Florence and many of our partners throughout Italy. We personally visit any property before advertising it on our website in order to provide the highest quality standards.

What is the standard size of beds in Italy?
In Italy it is unusual to find a king-size bed or a double bed larger than 180 cm. If you have particular requests, please do not hesitate to contact our staff by e-mail or telephone.
1) Standard single bed: 90 cm. width, 190 cm. length
2) Three quarter bed: 120 cm. width, 190 cm. length
3) Standard double bed: 160 cm. width, 190 cm. length

What is it the tourist tax and how much does it cost?
Some municipalities (Rome, Venice and Florence) have introduced a tourist tax applied to those who stay in the city. The tourist tax shall be paid in cash by the customer at the check in. The accomodation facilities (or apartments) will send it to the municipality and will be used to improve the city services.

In Florence (for more information, please click here) the amount of the tourist tax is equal to € 2.50 per person per night for 7 consecutive nights (excluding children under 12 years).
In Rome (for more information, please click here) the amount of the tourist tax is equal to € 3.50 per person per night for 10 consecutive nights (excluding children under 12 years).
In Venice (for more information, please click here) the amount of the tourist tax is equal to € 2.50 (high season) and € 1.75 (low season) per person per night for 7 consecutive nights (excluding children under 12 years).
For further information, please contact us.

Cancellation Policy:
Our cancellation policy is applied to both full and partial cancellations of any booking which has been confirmed. If abooking is totally cancelled then the cancellation penatly is calculated based on the total rental price (regardless of what amount has been paid and what monies are still due). In the case of a partial cancellation (staying one day less for example) then the cancellation penalty is calculated based on the difference between the original total rental priceand the new total rental price for the new dates of stay (i.e if the total rental price was 1000 euro and the new rentalprice 800 euro, then the following cancellation percentages are calculated based on the difference, i.e 200 euros).

The following percentages are calculated starting from the day we receive written notification of cancellation.

- 30% of the total rental amount is withheld for cancellations received from the moment the booking is confirmed until the payment of the balance (due 45 days before the beginning of the rental period)
- 100% of the total rental amount is withheld if cancellations are made within 45 days of the beginning of the rentalperiod
- 100% of the total rental amount is withheld for refusal of the property at Check In and/or No Show

In case of long term rentals (over 61 days) then clients must provide a 60 day advance notice to avoid paying anycancellation penalties. For more information on cancelling long term rentals please contact one of our staff by email.
Please note that the minimum stay for both apartments and villas must be respected in case of partial cancellation (i.e. if a villa or apartment has a minimum stay of 7 nights, you cannot cancel 2 nights and request a refund for those nights).

What kind of information do I receive after my booking?
Once the booking process is complete, you will receive your confirmation voucher on which you will find:
- The summary of the reservation data,
- The correct address of the property,
- The phone number of the hospitality staff.
Please print the confirmation voucher to be shown at check in. Please inform us of your check in 2-3 days before your arrival calling the number shown on the voucher or our office at + 39 055 268 510 (Open Monday to Friday 9:00 to 13:00; 14:30 to 18:30).




ARRIVAL AT THE PROPERTY:

Once I arrived in the city, which means of transport do I get to reach my apartment located in the centre?
There are several options to reach the city centre and your apartment:

1) to take a taxi outside the airport or the railway station. You should simply tell the taxi driver the address of your apartment also shown on the voucher
2) to book a private transfer: if you prefer to organize your stay down to the last detail, this is the right option for you! For further details, please contact our staff.
3) to rent a car: in that case we advise you to carefully acquaint yourself in advance with LTZ (limited traffic zone) present in the cities of Florence (ZTL Firenze), Roma (ZTL Roma), Milano (ZTL Milano), Venezia (ZTL Venezia), Bologna (ZTL Bologna)

I booked a property located outside the city centre, so how do I get the apartment?
On the confirmation voucher there are always shown the exact latitude and longitude of the property so that you can easily reach it by your own car (using the satellite navigator) or arranging private transfer before your arrival.
In case of any difficulties, the hospitality concierge (whose number is shown on your voucher) will be glad to help you.

What shall I sign at check-in?
You will be asked to sign two documents:

1 - The first document is the check in form in which you will be asked to verify the perfect condition of the property and to enter your credit card information that will be used as a security deposit (unless otherwise specified in your booking).
2 - The second document is the contract that you have already accepted and received by email upon booking, and shall be signed.

What documents shall I provide at check-in?
You will be asked to provide three documents:
1 – A valid identity card for each guest (passport for foreign visitors), except for children under 18;
2 - A visa for each guest, necessary depending on which country you come from, or the reason and length of stay. For further information, please see the website of the Italian Ministry of the Interior (click here);
3 - A valid credit card (no debit card) that will be used to cover any damages or extra costs that may occur during the stay.

How can I guarantee the security deposit?
The security deposit is usually guaranteed by providing credit card information (not debit card). On this card will only be charged those amounts relating to overdue invoices, extra costs or expenses due to your damages reported on the check-out form.
The security deposit is rarely guaranteed by a bank transfer payment. For any request on the security deposit, please consult each property sheet.

DURING YOUR STAY

What should I do if I accidentally damaged something?
Do not panic, everything can be solved! You have to call immediately our office at 0039 268510 or, if it is a really urgent problem, please contact the emergency number shown on the voucher. If it is a less urgent problem email us . Our office is open from Monday to Friday from 9.00 to 13.00 and from 14.30 to 18.30. Our expert staff will contact you as soon as possible to solve the problem.

How do I apply for extra services?
As a real estate agency specialised in leasing, we do not provide hotel services. However we can satisfy all your wishes thanks to the collaboration with highly qualified partners to offer several services: professional cleaning and linen change; car rental with private chauffeur, transfer tour; Italian cooking classes or private chef. If you wish to book one of our extra services, please contact us in advance whenever possible.

Can your staff enter the property during my stay? Will I be warned before?
You will not be disturbed by anybody during your stay, unless you want it. In exceptional cases we may need to enter the property, but we will always warn you by email or telephone. All our employees are wearing badges with their name print on it so you can easily recognize them and ask their help.

Can you check out by yourself?
Yes, you can check out by yourself. You just have to leave all the keys on the kitchen table, turn off the lights and all electrical devices, close the windows, empty the refrigerator and take your rubbish away. In short, behave as if you were at your own home and you had to leave for a long trip. Do not forget to close the door firmly to make the property safe after your departure.



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