Terms and conditions

for your stay in a villa in Puglia

Terms and conditions

TERMS AND CONDITIONS
Raro Realty srl is a Real Estate Agency and throughout the brand Raro Villas is the sole intermediary between property owners and the client(s)/Tenant(s) (the persons wishing to rent the accommodation(s).
 
1. Rentals
Raro Realty srl is authorised to contract rentals on behalf of the owner(s) of the properties offered at the official price of each relative mandate.
The minimum rental period is, one week (7 nights), normally running from Saturday to Saturday. There are, some properties, however, that allow a flexible arrival and departure date along with a minimum rental period of less than 7 nights. The system automatically calculates the minimum stay.
 
2. Rental prices
The rental prices are divided by season and are calculated on one week (7 nights) from Saturday to Saturday and/or per unit per night (if stays shorter than a week are allowed). All extra charges are detailed on the description of each property. These prices are an integral part of the general conditions of rental; Agents or distributors are not authorised to change the prices in any way. 

2.1 Local stay tax
The local stay tax which is payable on arrival, is usually a payment of €1 or €2 per night per person for a maximum number of nights, depending on the municipality where the villa is located.

3. How to book
All bookings must be made directly through Raro Realty srl or its agencies, which are authorised to act on behalf of Raro Realty srl. These agencies can also accept payments from the client on behalf of Raro Realty srl.  If the client is booking directly on rarovillas.com website, the client must fill in the booking-form and accept Raro Realty srl “Terms and Conditions”.
The lead passenger must be 18 years or over.

3.1  Important booking information – price per person
You will note that booking on-line, gives you the flexibility to book immediately, and will give you the best price possible.  Each villa has a maximum number of clients, and also a minimum number (which is defined by a price per person).  Should you book on the system by identifying the number of travelers, the price calculated is based on a price per person, and will be at a discounted price.  This means that you will not have full access to all the villa, or bedrooms.  Or you will have access, but one of the bedrooms for example will not be made up and the room maybe locked.
Please contact Raro Realty srl, if you are in any doubt about the price you have paid, and if this discounted price applies to your booking.

4. Deposit
A deposit of 30% of the total rental is due at the time of the booking. The balance is due no later than 45 days prior to arrival
Raro Realty srl will issue a balance reminder and this will be sent to the e-mail address given on the booking form (please check spam/junk folders). It is the clients responsibility to pay on time.  Should the balance not be paid within this time period, Raro Realty srl reserves the right to cancel the booking.
Full payment is required for bookings confirmed within 45 days prior to arrival.
If Booking on-Line through the Raro Realty website: The client will be advised when the final balance is due.  At this time, the client should also provide copies/details of passport/travel documents, or if the client prefers can enter these details at the time the booking is made on-line. These details are required before the client can make the final on-line payment. Once all the relevant on-line fields have been completed, the client will be provided with a voucher, which must be brought on holiday with the client in order to access the villa.
 
If Booking through an Agency: The client should send via e-mail to the booking Agency copies of all travel documents.  These are required  by the Police, and are required for all clients entering the country.
 
Booking through an On-line Tour Operator: (OTA) e.g.  (Booking.com/HomeAway/Airbnb/TripAdvisor/etc.): The client should send via e-mail to Raro Realty srl copies of all travel documents.  These are required by the Police, and are required for all guests entering the country.
 
Upon receipt of the balance, Raro Realty srl will provide the client with a rental voucher together with the address of the property, the driving instructions to a meeting point, the mobile number of the Resort Manager and the mobile number of the Raro Realty srl Representative.

Upon arrival the client must show the voucher before gaining access to the property. No other documents will be accepted.
The voucher is personal and valid only for the names on the booking form.This is non-transferable.
The Resort Representative or owner will refuse entry to the property if the number of persons exceeds the number mentioned on the voucher. If there is any change in the total number of persons during the stay, this change has to be agreed by Raro Realty srl in advance, otherwise the Resort Representative or owner can request the whole party of clients to leave, in which case the client(s) will lose the total rental.

All changes to the booking and any special requests must be agreed in advance and in writing with Raro Realty srl. 
 
5. Payment
Payments must be made by either, credit card, bank transfer or paypal.
For bank transfers the name of the client, the booking number and the property reference details must be clearly specified.
 
6. Arrival and departure 
The client must arrive at the property between 5.00pm and 8.00pm (possible exceptions are mentioned on the property description or on the voucher). Any changes or delays to the arrival times must be advised to the Resort Representative or directly to Raro Realty srl.

Should the Resort Representative, or owner be obliged to wait for the client after the agreed time of arrival, the Resort Representative may request a late-arrival fee.

For the check-in made between 8.00pm and 10.00pm a charge may be applied up to euro 50.

For the check-in made after 10.00pm but before 12.00pm there could be a charge applied up to euro 100.
This fee excludes any pre-scheduled flight arrival times where the check in is made before 11:00pm.

Scheduled flights that arrive after 11.00pm but before 12.00pm will incur a €50 charge, which should be paid locally on arrival at the villa to the Resort Representative.
This charge applies to any pre-scheduled flights which are delayed and due to that fact, the check-in is made after 11.00pm.

For all the check-in’s made after 12.00 there could be a charge applied of € 200.

Upon arrival the client must show the Resort Representative or the owner the rental voucher which will have details of all the members of the party. If there is any substitution of persons during the stay, this should be agreed. Adding additional passengers after the point of booking will incur an Administration fee of €25.00 per person.  Changes must be made in advance and in writing by Raro Realty srl, otherwise the Resort Representative can ask the whole party of clients to leave. In which case the client will not be entitled to any reimbursement or compensation. In addition, possible extra charges, damage or cleanings can be deducted from the security deposit. (Please also see section on ‘Occupancy Levels’).

The clients must depart between 8.00am and 10.00am, after returning the house keys and allowing the owner or his representative to inspect the condition of the property.

 
 
7. Non-refundable charge (Incidental Damage Waires)
A non-refundable charge of €10 per person to cover damage that may occur in your accommodation during your holiday, up to the value of €200 per incident. The charge, must be paid at the time of booking and will be detailed on your booking confirmation. This is to cover accidental damage. Please note that the breakage charge does not cover the client for wilful and negligent behavior.
If the cost of accidental damages exceeds €200 the extra amount will be taken from the refundable security deposit.
If the damage is caused by negligence or intention, the full amount of the damage will be taken from the refundable security deposit.

8. Refundable security deposit 
For each accommodation, we require on arrival the credit card details of the client who booked the villa, from which we will pre-authorize a refundable security deposit, as guarantee for possible damages exceeding the €200 and/or extra charges which are not included in the rental price. Should the damage exceed this amount, Raro Realty srl has the right to take from the refundable security deposit the amount that exceeds the € 200.

The Resort Representative, or the owner has the right to refuse entry to the property if the refundable security deposit is not paid, in which case the client will not be entitled to any reimbursement or compensation. The security deposit (given on-line, or the details which were given locally at check-in) will be refunded within 2 working days after departure upon satisfactory inspection of the villa.

Please note that no cash should be paid to the Resort Representative for the refundable security deposit.
 
9. Client accommodation

This is reserved exclusively for the clients named on the holiday confirmation/voucher/contract and no other persons are permitted to stay at the accommodation.
At the same time the client cannot arrange for visitors to the property for the purpose of events like parties, celebrations or other large gatherings unless this has been agreed with Raro Realty srl  in writing and appropriate payments made (if applicable). 
 
 
10. Cleaning
Most villas have cleaning fees included.  If there is any fees to pay, this will be communicated to you at the time of booking or at the check-in.
The majority of bookings will include the cleaning fee.  Should there be a cleaning fee payable, the amount due will clearly be displayed on the booking form/rental voucher, and will automatically be debited from the Credit Card details held by Raro Realty srl.  Or will be taken by the Resort Representative on arrival at the villa. 

11. Heating
Heating costs are generally not included in the rental price as most villas are rented during the summer months when heating in not required. During non-peak months when the rental rates are significantly lower, heating will be charged as an extra cost.
Heating, if available, is detailed in the property description.
Heating costs must be paid on departure to the Resort Representative. 

12. Air conditioning
Air-conditioning (if provided), and is detailed in the description of the property and is generally included in the pricing. Should there be an additional charge for Air-conditioning this charge will be detailed separately.
 
13. Electricity consumption
Electricity consumption is generally included in the rental cost. This information is detailed in the property description.

 Alternatively, some properties have a certain allowance of electricity included in the rental.
Where a property has an electricity allowance included (e.g. 400kw per week), any excess above this consumption level will be calculated and the additional amount is to be paid on departure (e.g. consumption of 453kw = 453 - 400= 53 x € 0.5 = € 26.5).

Should a charge apply for electricity this will be taken only for the extra consumption after the allowable amount of electricity has been exceeded (see example above). A meter reading will be taken at check-in and check-out to ascertain the usage.  Payment for the electricity usage is required on departure and has to be paid to the Resort Representative.
This calculation is based on a 7 night booking.  Bookings of over 7 nights or less, the calculation will be made accordingly.
 
14. Pets
Majority of our villas do not allow pets. The possible exception needs to be checked on a case by case basis. Raro Realty srl would ask that before making a booking the client checks with Raro Realty srl in the first instance.
 
 
15. Restricted mobility and medical requirements
When booking a villa, Raro Realty srl will take reasonable steps to cater for any special requirements the client may have. If any client or any member of the clients party has any medical condition or restricted mobility that may affect the clients stay, please provide Raro Realty srl with full details before confirming the booking so that Raro Realty srl can try to advise as to the suitability of the chosen villa. Acting reasonably, if Raro Realty srl are unable to properly accommodate the needs of the person(s) concerned, Raro Realty srl will not confirm the booking or if the client did not present the full details at the time of booking, Raro Realty srl may have to cancel and may impose applicable cancellation charges when Raro Realty srl becomes aware of these details.
 
16. Behaviour
The client(s) renting a Raro Villa(s) is responsible for all the parties behaviour whilst occupying the property.
Should a client fail to behave in a civilized manner, the Resort Representative or the owner has the right to ask the client(s) to leave immediately and to ask for compensation. All damages incurred will be met by the client(s).
Should the client be asked to leave, the client loses any right to a reimbursement. The Resort Representative or owner will deduct any damage amount from the card details taken on arrival. If the amount of damage(s) is higher than the security deposit, customers clients must pay the difference to Raro Realty srl.
The client will be responsible for any loss or damage to the property and must inform the Resort Representative or the property manager, owner or its representatives.
The Resort Representative or property manager/owners/or representatives has the right to evict clients who are damaging property or furnishings.
Clients must leave the property in the same condition that they found it.
 
17. Occupany levels
The maximum number of clients permitted in a property is specified during booking. Groups exceeding this number will not be accepted.  The villa is only available for use by the people listed on the contract.  Exceeding the standard number of occupants using the villa for any period of time without written agreement from Raro Realty srl could result in an over occupancy charge of up to €3,000.
 

18. Rubbish collection
In Italy, especially villas in the countryside do not have a daily, or weekly rubbish collection.
All the rubbish (waste, debris etc.) must be disposed of according to the rules of the municipality where the property is located, and then put into the appropriate bins on the street or put into the special collection centres, where, if required are separated into (plastic, paper, glass, biodegradable, generic etc.). The villa must be left clean and the kitchen must be left without dishes and pots in the sink. The fridge should be emptied and cleaned.
A charge of € 100 may be applied to the clients that do not respect the above conditions and this amount will be deducted from the refundable security deposit.
 
19. Maintenance
The owner or his representative reserves the right to enter the property for essential maintenance works (garden, swimming-pool, etc.).  This information is detailed in the ‘House Booklet’, which can be found in all Raro Villas.

20. Local activities, facilities and excursions
Some facilities, activities and excursions could involve an element of risk. These activities, facilities and excursions are neither, run nor controlled by Raro Realty srl.
If the client wishes to participate, purchase or make use of any optional activities, facilities or excursions that are not part of the pre booked villa holiday, Raro Realty srl regret that Raro Realty srl cannot accept liability in relation to these. The contract for the provision of that activity, facility or excursion will be between the client and that provider. Usually these locally paid for activities, facilities and excursions will be subject to local law and jurisdiction. The discretion to partake in any such activities, facilities, or excursions is entirely at the clients own risk. The client(s) are responsible for taking sensible precautions for the safety of all children or family members for whom the client is responsible. Please liaise with the supplier of the facility, activity or excursion for the Terms and Conditions of the activity, facility or excursion, which will govern your contract.
 
21. Complaints
A member of the Raro Realty srl team inspects all accommodation. Should the owner decide to make changes to the property, they are required to inform Raro Realty srl.
The description of the properties detailed on the website are accurate at the time of publication, and are made in good faith, Raro Realty srl makes every effort to minimize any description errors.
The client must inform Raro Realty srl within 2 hours of receiving the property keys of any complaints regarding cleanliness and within 48 hours of any defects to the property, furnishings and appliances. If nothing is reported Raro Realty srl will take it to mean that any discrepancies or defects have been deemed acceptable and inconsequential.
All Raro Realty srl representatives must be given the opportunity to resolve any issues;  and allowances (be made by the client, for any local conditions) (during the holiday) regarding the reasonable amount of time taken to rectify the issues identified.
 
Complaints will not be considered unless this procedure is observed.
Raro Realty srl reserves the right to inspect the property to verify the complaint.   All reasonable attempts to rectify the problem will be made by Raro Realty srl or the owner, or the owners’ representative.
If it is deemed necessary by Raro Realty srl that the property falls short of that advertised, Raro Realty srl reserves the right to offer the client a similar property of similar value. This will be governed by the villa availability calendar.
If the price of an alternative accommodation is lower than the price of the booked villa, Raro Realty srl will refund the client the difference between the initial price and the rate of the alternative accommodation.
Should the client accept this exchange, no additional compensation can be sought by the client, will be considered.
If no property is available to move the client, Raro Realty srl will refund the remaining rental amount for the remaining days not taken. Under no circumstances will Raro Realty srl pay hotel or other accommodation costs.
If a client leaves a property without giving Raro Realty srl or the Resort Representative the possibility of verifying the reason for the complaint, the client will not have the right to claim any compensation, for loss, or injury to personal feelings after the checkout.
Clients that choose to leave the property before the established end date due to personal reasons, and not due a particular condition of the villa, will not receive any reimbursement or compensation.
Raro Realty srl will not consider a client(s) complaint that is out of the control of Raro Realty srl and is not limited to, for example adverse weather conditions, stings, presence of insects.
Raro Realty srl cannot be held responsible for any shortcomings or interruptions to the water, gas or electricity supply, nor for damage to the pool filtration pump and for all events out of Raro Realty srl or the owners control.  All reasonable attempts will be made to recover these services.
 
22. Private homes – not hotels
Raro Realty srl properties are not hotels but private homes. The equipment, furniture and characteristics reflect the local style, the taste of the owner and the Italian and local traditions.  Usually the coffee machine is the Italian espresso maker (moka) and not the electrical coffee maker/machine. Therefore, Raro Realty srl will not consider these elements as a cause for complaint.
 
23. Cancellation
Should the client for any reason cancel the booking, the following cancellation charges will apply. All cancellations must be confirmed in writing to booking@rarorealty.com
A Cancellation charge will apply:
    - From the time of the booking to 8 days after € 100.00 will be charged as an administration fee and for the reimbursement of the expense for the file instruction. There is no cooling off period’
    - From 9 days after the booking to 46 days prior to arrival 30% of the rental price
    - From 45 days prior to arrival 100% of the rental price
For any amendment requested in addition to the original booking, assuming that the property and the rental period remain the same, the client must pay an administration fee of €25.00.
If the client asks to modify the rental period or property and a new booking has to be created the cancellation policy above will apply. Should the client re-book a different villa or date, it may be possible to transfer this amount to the new booking. The client will be responsible for any additional costs incurred due to the cancellation of the booking.

Note: - If the reason for the clients cancellation is covered under the terms of the client insurance policy, the client may be able to reclaim these charges.

24. If we change or cancel your holiday
It is unlikely that Raro Realty srl will have to make any changes to a clients confirmed villa booking or cancel.  Occasionally, Raro Realty srl may have to make changes and correct errors on the website and other details both before and after bookings have been confirmed.

In the event of minor alterations, Raro Realty srl will do all the best to notify the client before the travel date.
If a “significant change” (see below) or cancellation has to be made to the villa booking, Raro Realty srl will notify the client as soon as possible.

The client may then:
a) accept the changed villa;
b) accepting an offer of an alternative villa with comparable facilities from Raro Realty srl, if available (Raro Realty srl will refund any price difference if the alternative is of a lower value); or
c) cancel a client(s) booking completely, in which case Raro Realty srl will refund the client all monies paid.  If Raro Realty srl make a significant change or cancel less than 14 weeks before departure, Raro Realty srl will also pay compensation as detailed below, except to infants, and accept where there is a Force Majeure:

 Period before departure that a significant change is notified to you

- More than 98 days prior to departure € 0 per person
- 98
to 43 days prior to departure € 5.00 per person
- 42
to 29 days prior to departure € 10.00 per person
- 28
to 15 days prior to departure € 15.00 per person
- 14
to 0 days prior to departure € 20.00 per person
 
Note
In the event that compensation is due, if the substituted holiday is of a lower price than the one originally booked, Raro Realty srl will also refund the price difference. If the substitute villa is of a higher price Raro Realty srl will deduct the price difference from the compensation payable.
Significant changes include:
A villa which is deemed below the standards set by Raro Realty srl, and Raro Realty srl, will no longer offer the villa within the villa Portfolio.
The villa is no longer available due to a Sale, and the new owner is not in a position to offer Raro Realty srl the villa for rent.
Changes of accommodation to that with reduced facilities for the whole or a significant part of the clients time away. Please note not all accommodation changes constitute a “significant change”.
Raro Realty srl will not pay the client compensation where Raro Realty srl make a major change or cancel more than 14 weeks before departure or in the event that Raro Realty srl are forced to make a change or cancel as a result of Force Majeure (see clause 25).
The above sets out the maximum extent of Raro Realty srl liability for changes and cancellations and regret Raro Realty srl cannot meet any expenses or losses the client may incur as a result of change(s) or cancellation.

25. Cookie statement
We use Cookies to provide you with a better on-line experience.  By using this website you consent to the use of Cookies, the Cookies are used in order to allow use and accessibility of the on-line booking option, associated with this website.

26.  Force majeure
Except where otherwise expressly stated in these booking conditions Raro Realty srl will not be liable or pay the client compensation if Raro Realty srl contractual obligations to the client are affected by any event which Raro Realty srl or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid.
These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions, and all similar events outside Raro Realty srl or the owner(s) control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.

27. Copy right law
All photographs and descriptions on this website belong to Raro Realty srl and may not be copied without prior written authorization.
 
28. Jurisdiction
For any dispute concerning bookings and lettings, only the Court of Brindisi will have jurisdiction and the Italian Law will apply.
By booking both Raro Realty srl and the client accept the terms and conditions detailed in this document.
Raro Realty srl’s responsibility is only bound by the rules for Estate Agencies according to Italian Law. Should some of the conditions of this contract be modified by the implementation of new laws, the validity of the remaining conditions cannot be questioned.
 
29.  Right of privacy
In order to validate the booking, Raro Realty srl will hold personal information on the client. Raro Realty srl is responsible for managing this data in line with the regulations UE 679/201 (UE Law) and will save this personal information on an independent database. This data will be used by Raro Realty srl only to validate the booking and to communicate with the client during and after the stay. In any case this personal information will not be shared with any other third parties (the only exceptions are in case of contract and Italian law obligations).

Raro Realty srl reminds the client that the client has the right to be informed and to oppose the use of this personal information as detailed in art. 17 of the above mentioned art. 13 del UE 679/201.

 

Last Update 03/07/2018