1. Terms and Conditions of Residence Reale
Residence Reale | Reisebüro Media AG | Via Vina 43A, I-98071 Capo d’Orlando
P.IVA 03668190832 – C.F. 95030190839
Within the following Terms & Conditions, Residence Reale employs the term “Customer” to refer to the representative or party making the booking and to all individuals included in the booking party. Residence Reale mandates that all Customers carefully peruse these Terms & Conditions, comprehending the rights and responsibilities associated with renting the Villa Residence Reale. In the event of any lingering inquiries after reviewing these Terms & Conditions, customers can contact Residence Reale to obtain further clarification.
These Terms & Conditions, accompanied by the complete content featured on the website www.residence-reale.com, establish the regulations and guidelines regarding the rental of Residence Reale. By confirming their booking and submitting payment, the Customer explicitly acknowledges having perused and accepted the entirety of Residence Reale’ Terms & Conditions and Privacy Policy.
2. Appointment of a Booking Representative/Booking Party
Every booking party is required to designate a booking representative who will serve as the main point of contact for all communication between the booking group and representatives of Residence Reale. The designated booking representative is responsible for initiating the booking process with Residence Reale and will be considered the primary contact person for all necessary correspondence pertaining to the planning and execution of the booking. It is necessary for the booking representative to be at least 18 years old and have the authority to make decisions on behalf of the booking party.
Please note that Residence Reale cannot be held responsible for any commitments made by the booking representative in the name and on behalf of the group without obtaining consent from each individual member of the group.
3. Villa reservation process
Customers have the option to request the booking through various channels, including phone, email, chat, or directly online. The villa booking procedure primarily takes place on the secure booking page provided by Residence Reale. If a request is made via telephone, email, or chat, a specialist will provide the appropriate link or form via email to complete the booking. By proceeding with the booking, you are entering into an online contract that signifies your acceptance of the Terms and Conditions and the Privacy Policy.
The finalization of the booking will take place after having received a confirmation email by a representative of Residence Reale through email. All the necessary infos regarding the booking will be provided via email.
4. Payment and Reservation process
All prices are denominated in Euro. It is mandatory for all payments to Residence Reale to be made in Euro.
4.1. Villa reservations made more than 60 days before the Customer’s arrival date:
Deposit: Upon making the reservation, the Customer is required to immediately pay 30% of the total cost to Residence Reale. This payment can be made by credit/debit card (MasterCard or Visa) or by bank transfer.
Balance: The outstanding balance of the total cost must be paid at least 60 days before the arrival date. Customers can make the balance payment at any time before this deadline. Bank transfer or credit/debit card (MasterCard or Visa) can be used for this payment.
If the full balance payment is not received at least 60 days before the arrival date, the reservation will be at risk of cancellation. No refunds will be granted under any circumstances, and the Customer will be liable to pay the applicable cancellation penalty charges (refer to Article 5).
4.2. Villa reservations made less than 60 days before the Customer’s arrival date
For reservations made within 60 days of the arrival date, the Customer is required to pay 100% of the total cost upon making the reservation. Payment can be made by bank transfer or credit/debit card (MasterCard or Visa). However, for reservations made less than three weeks before arrival, only credit/debit cards are accepted.
5. Modifications/Cancellations of Villa Reservations by the Customer
To request changes or cancellations, the Booking Representative must communicate with Residence Reale in writing. If the Customer reserves a property more than 60 days before the arrival date and pays the 30% deposit, they have a grace period of 10 days to make changes or cancel without incurring any penalties. However, if the Customer makes a villa reservation within 60 days of the arrival date, no grace period is provided.
Residence Reale must be promptly informed of any changes to an existing villa reservation. Please note that changes may not always be possible. If there is an increase in the number of people in the booking party, it will be accepted only if the rental property can accommodate the additional individuals. In situations where a new Booking Representative needs to replace the designated representative or the entire booking party needs to be changed, the new representative and/or party must meet Residence Reales’ standards and agree to Residence Reales’ Terms and Conditions. Residence Reale reserves the right to refuse the transfer of an existing reservation to a new representative or party for any reason.
If a Customer cancels a villa reservation after the 10-day grace period, they will be subject to a cancellation penalty charge imposed by Residence Reale.
Cancellation 60 days or more before arrival: Penalty Charge of 30% (of Total Cost)
Cancellation 40-59 days before arrival: Penalty Charge 50% (of Total Cost)
Cancellation 30-39 days before arrival: Penalty Charge 70% (of Total Cost)
Cancellation 0-29 days before arrival: Penalty Charge 100% (of Total Cost)
The Customer will receive a Cancellation Form via email. Cancellations are valid only when confirmed by Residence Reale.
6. Changes/Cancellations to Villa Bookings by Residence Reale
There may be situations where it becomes necessary to modify or cancel an existing booking. We reserve the right to make changes to a property or its usage conditions at any time. While most changes are minor, there are instances where substantial alterations may be required, such as modifications to the rental structure, property, location, or specific facilities that may affect the value of the property.
If a substantial change occurs to a reserved property for reasons other than Force Majeure, we will promptly notify the Customer. The Customer will then have 48 hours to inform us in writing of their preferred course of action:
- The Customer may choose to accept the changes. By selecting this option, the Customer confirms their decision not to modify the booking, and no refund will be issued by Residence Reale.
- The Customer may decide to cancel the booking with Residence Reale and receive a full refund for all costs already paid.
7. Booking Additional Services
Additional Services like laundry service, a private cook etc. can be requested through email. Payment for experiences and additional services can only be made on site. The payment terms for experiences and additional services may vary. For certain experiences, a non-refundable deposit is required at the time of booking, with the remaining balance to be paid in cash on the day of the experience.
The cancellation terms for each experience and additional service may vary. Please be aware that Residence Reale cannot be held responsible for any losses, inconveniences, or dissatisfaction related to additional services associated with the experience or additional service.
8. Travel Documents
Residence Reale will provide the necessary Travel Documents for your stay through email. These documents will become available to you once the full payment for your booking has been made, and you have provided the required details. The Travel Documents include:
- Arrival Instructions
- Villa Instructions
9. Security Deposit & Damages
To access the rental property, a refundable security deposit of EUR 1000.- is required. The security deposit has to be payed with the booking fee of the Villa.
The purpose of the security deposit is to cover any potential damages reported by the Customer or discovered during the check-out inspection. Additionally, it may be used to cover extra fees for electricity usage or additional services requested by the Customer.
It is important to note that guests are responsible for the property, as well as its indoor and outdoor facilities, during their stay at the villa. Any damages incurred during your time at the villa are your responsibility, and the cost of such damages must be paid by the Customer.
The check-out process must be completed in its entirety by the Customer. This includes meeting with the Property Representative at the scheduled time, accurately completing the Security Deposit Receipt, and signing the document. If the Property Representative departs before the check-out process, they must designate another guest to fulfill the check-out responsibilities and assume liability for any damages attributed to their name.
The payment terms for damages are as follows:
No damages: The full amount will be released back to the credit card.
Damages found: A partial charge will be deducted from the security deposit, and the remaining balance will be refunded.
Excessive damages found: The full amount will be charged, and any excess costs will be invoiced separately.
In the event that the Customer fails to complete the full check-out process and damages are discovered, Residence Reale reserves the right to charge the necessary amount for repairs/replacements or additional services directly to the Customer’s credit/debit card without explicit consent. Failure to make the required payment will result in the Customer being held responsible for any claims made against Residence Reale. Additionally, the Customer will be responsible for covering any legal fees, including those of any third parties involved.
Please note that normal wear and tear of the property, such as a broken drinking glass, will not be considered as damage affecting the refundable security deposit. Damages refer to incidents like a broken umbrella or window. Excessive damages, exceeding the amount of the refundable security deposit, include cases such as a broken table or a damaged swimming pool.
10. Customer Conduct
By accepting these Terms & Conditions, all Customers agree to maintain a reasonable level of conduct throughout their rental period and adhere to the House Rules. It is expected that all guests show respect towards the property and the villa staff. Residence Reale reserves the right to promptly remove any individual(s) at any time if there are reports of inappropriate behavior from any third party, including the Property Representative, neighbors/community, or based on Residence Reales’ own assessment. No refunds will be provided upon eviction from the villa. Inappropriate behavior includes, but is not limited to:
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- Causing damage to the property.
- Endangering or causing distress to any third party.
- Engaging in verbal, physical, or threatening abuse.
- Using illegal drugs or engaging in other unlawful or disruptive activities on the rental property.
- Increasing the number of occupants without notifying Residence Reale.
- Bringing pets/animals onto the property without explicit consent from Residence Reale.
11. Special Requests and Requirements
Customers often have special requests and specific needs related to disability accessibility, allergies, and other preferences. It is essential to inform Residence Reale about these requests at the time of booking. Failure to specify a special request within 10 days of making a booking may result in Residence Reale being unable to guarantee the fulfillment of the request or need. In such cases, Residence Reale will not be held responsible and no refund will be provided.
Commercial filming and/or photography is strictly prohibited at Residence Reale unless explicit permission has been granted. We kindly request that such requests be submitted in writing to Residence Reale well in advance.
12. Arrival and Departure Guidelines
Guests are required to arrive at the designated property on the agreed-upon arrival date starting from 4:00 pm onwards. It is important for the guest to clearly communicate their intended arrival time to either the Property Representative or Residence Reale. Upon arrival, the guest must present the Voucher or written confirmation to the Property Representative. If there is a need to change the arrival or departure time, written confirmation from Residence Reale must be obtained for the change to be valid. In case of any unforeseen delays during travel, such as a flight delay, the guest should inform the Property Representative promptly.
If, due to an unexpected delay, a Property Representative is unable to arrive on time or unable to accommodate a new arrival time, Residence Reale will collaborate with the guest to find a suitable alternative arrival time. If it is not possible to deliver the property keys on the arrival date, Residence Reale may choose to provide them on the next available day. Please note that rescheduling the arrival time will not result in a refund.
On the agreed-upon departure date, the rental property must be vacated by 10:00 am in the presence of the Property Representative.
If an early check-out is required (prior to 10:00 am or the evening before an early departure), guests should make arrangements with Residence Reale before arriving in Sicily or inform the Property Representative as soon as possible during their stay. In the case of a check-out taking place the evening before departure, guests are expected to leave the villa in good condition, as any damages discovered after departure may be charged to their account.
It is the responsibility of the guest to complete the entire check-out process. Failure to do so, along with the discovery of damages, grants Residence Reale the right to charge the corresponding amount for repairs/replacements or additional services to the guest’s credit/debit card, without explicit consent.
13. Visas and Passports
Customers are solely responsible for familiarizing themselves with and complying with visa and passport regulations. Residence Reale cannot offer advice on passports and visas, nor can they sponsor visas for Customers. In the event of property rental cancellations resulting from a Customer’s denial of entry into Italy or failure to obtain necessary documentation, no refunds will be granted. Residence Reale will not be liable for the expenses associated with acquiring travel permits or any other losses or inconveniences related to travel documents. It is the Customer’s duty to ensure that all members of the booking party possess the required documents for travel to Italy. Please note that guests will also be required to present their documents during check-in for registration with local authorities.
14. Insurance
Every member of the booking party must hold valid traveler’s insurance and health insurance throughout the rental period. It is the Customer’s responsibility to ensure that all members possess the necessary health insurance and that their traveler’s insurance covers accidents, losses, and damages. Residence Reale will not be responsible for the costs of obtaining health insurance or any other losses or inconveniences related to health insurance, nor will they be liable for any kind of loss resulting from the absence of traveler’s insurance. Residence Reale also strongly recommends that all Customers obtain cancellation insurance, as this is the Customer’s responsibility. Residence Reale disclaims any responsibility for losses due to Customer cancellation.
15. Safety, Injuries and Personal Damages
Residence Reale places great importance on the safety and well-being of its Customers and encourages the adoption of standard safety practices to prevent any incidents of personal damage, injury, or harm. This is particularly crucial when children are present on a rental property, especially when there are facilities such as swimming pools. It is the sole responsibility of the Customer to ensure the safety and well-being of children on the premises, and Residence Reale disclaims any liability in this regard.
Additionally Residence Reale can’t be held responsible for any personal damages, injuries, or fatalities that may occur on the rental property. It is expected that all Customers adhere to the instructions outlined in the guidebook of the villa and conduct regular inspections of all amenities, including sports structures and swimming pools.
The use of sports facilities, including swimming pools, by individuals under the influence of alcohol or other substances is strictly prohibited. Residence Reale and the Property Owners explicitly disclaim any liability for damages or accidents resulting from the improper use of sports or recreational facilities, including swimming pools, throughout the rental period.
16. Customer Problems & Complaints
In the rare event that a Customer encounters an issue with a rental property, Residence Reale is committed to working with the Customer to find a satisfactory solution. The Customer will be provided with relevant contact details to ensure 24-hour access to Residence Reale via the Local Manager throughout their holiday.
Please be aware that Residence Reale cannot be held responsible for problems reported after departure. It is important to promptly register any complaints for a thorough investigation. In the event of a problem, the following steps should be taken immediately:
- The Customer should verbally communicate the problem or complaint to either Residence Reale or the Property Representative as soon as it arises.
- If the issue persists, the Customer should promptly notify Residence Reale or the Property Representative in writing.
- Residence Reale will carefully examine each problem and complaint on an individual basis and determine the most appropriate course of action.
- Residence Reales’ liability in all cases will be limited to the amount paid by the Customer for the villa booking.
- If Residence Reale agrees to provide a refund to the Customer, an Acceptance Refund Form will be sent via email. The Customer must respond to the email or complete and return the signed form within seven days of receiving it. Failure to follow the provided instructions within the specified timeframes, as indicated in the Terms and Conditions, will result in no refund being granted.
No refund or compensation will be offered in the following situations:
- The Customer fails to notify Residence Reale of their complaint during their stay.
- The Customer and the booking party have not taken reasonable precautions to safeguard themselves and the booked property.
- The issue or fault lies with the Customer or a member of the booking party.
- Unforeseen or unexpected circumstances arise that are beyond the control of Residence Reale (refer to Force Majeur).
- Events that are beyond the help or prevention of Residence Reale or the Property Representative.
- Resolution of the problem during the rental period.
- The Customer chooses to depart from the villa before the agreed check-out day.
17. Force Majeure and Issues Beyond the Control of Residence Reale
Residence Reale shall not be held responsible for any damage, loss, alteration, disappointment, or dissatisfaction arising from unforeseen circumstances or Force Majeure. In these Terms and Conditions, “Force Majeure” refers to any circumstances beyond the reasonable control of Residence Reale, including but not limited to war, civil unrest, terrorist activities, labor disputes, natural disasters, epidemics, adverse weather conditions, fires, floods, coastal erosion, pollution, and negligence on the part of governmental bodies or external entities. Furthermore, Force Majeure encompasses the lack of maintenance surrounding the rental property, including beaches and roadways necessary for accessing the property, as well as any inconveniences caused by transportation companies such as airlines, which may impede the Customer’s seamless arrival at the rented property.
18. Brochure, Website and Photo Consistency
The information provided on the website www.residence-reale.com is subject to possible changes without prior notice. Residence Reale reserves the right to modify the information on the website, including prices, at any time.
The property and location photos displayed on the website www.residence-reale.com, or any other platform are intended to provide a general representation of the property’s key features. Please be aware that specific details such as furniture, paint colors, garden layout, etc., may vary from the depicted photos due to changes and renovations that occur in the villa. Additionally, it’s important to understand that the location and surrounding environment, including beaches and mountains, may have undergone changes since the time the photograph was taken. Residence Reale cannot be held accountable for these changes. Therefore, we recommend that all customers refer to the website for the most up-to-date and accurate information.
19. Additional Services & Extra Fees
Additional services can be booked in advance on request. Residence Reale cannot be held responsible for incoveniences, losses or discontentment related to additional services.
Extra fees may result from additional services like daily cleaning or other domestic help such as a private cook, extra electricity or other services. If such fees are incurred, the Customer can pay directly to the Property Representative, or may request that the sum be charged from their Security Deposit.
20. Arbitration & Mediation Clause
Any dispute arising from or relating to this contract will first be subjected to a mediation procedure in accordance with the European Directive 2008/52/EC and the Mediation Rules of D.Lgs. 28/2010 as adopted by Italy. The mediation proceedings will take place in the city of Palermo. If the dispute remains unresolved within 120 days from the initiation of the mediation process, it will be resolved through arbitration. The arbitrator selected will have no prior connection to the mediator or the mediation proceedings, unless both parties provide written consent. The arbitration will be conducted by a single arbitrator appointed in accordance with the aforementioned Rules. The arbitration proceedings will adhere to the formalities of the process. The Arbitral Tribunal will make decisions based on the rules of EU Law adopted by Italy. The seat of arbitration will be in Palermo, and the language used in the arbitration will be Italian. The arbitrator’s decision will be final and binding on both parties.
