Guests · Guarantee
The commitments we make to everyone who stays in our homes, written down before you book. They apply in every home, whichever channel you booked through.
During your stay every message gets a reply within an hour, from 8:00 to 22:00, even if only to tell you we are on it. You are answered on WhatsApp by the people who actually manage the home, not a call centre.
At night, if there is any danger (a smell of gas, flooding water, smoke), call 112 straight away and leave the home, then message us: real emergencies come before everything else.
Hot water, air conditioning, the fridge, the WiFi where there is one, a bed: if the home does not work as it should, we fix it within 24 hours. If the repair takes longer, we tell you right away what we do in the meantime and when the technician is coming.
We do not ask for a security deposit and we never place a hold on your card.
If something breaks during your stay, just tell us: accidents happen, and normal wear and tear is not on you.
If there is real damage, we talk it through with you before asking you for anything. If you booked on Airbnb or Booking, it goes through the platform, under its rules.
The photos are of the real homes, and on each page we also write what is missing, like WiFi in the San Cataldo houses: we would rather tell you up front.
If on arrival something does not match what you read, message us straight away: we fix it, or we find a solution together.
We have no reception desk and we do not promise 24-hour assistance: we would rather keep a real time window, from 8:00 to 22:00, every single day. And we do not promise what does not depend on us, like a power cut in the area.
Frequently asked questions
How to book, how to pay and what happens if you need to cancel: all on one page.