Frequently asked questions
If you do not find the answer, write to us: we reply ourselves, not a form.
The stay
How does check-in work?
Access is self-service, with a personal numeric code on the keypad. A few days before you arrive you receive illustrated step-by-step instructions. Arrival is possible from 15:00 to 20:00; for other times, write to us in advance.
What time do we leave the residence?
By 10:00. Simply close the door: there is nothing to hand back.
Can I arrive earlier?
Only if agreed in advance and if the residence is free. We cannot guarantee it at the time of booking.
Is there luggage storage?
No, we do not offer luggage storage before check-in or after check-out. There are paid left-luggage points nearby and we can point you to them.
Are there keys to collect?
No. The entrance to the palazzo and the door of the residence both work with a code.
Booking and payment
How do I pay?
The stay is settled online at the time of booking, by card. You receive the confirmation by email straight away.
Is a deposit required?
Yes. As a damage guarantee we place a €300 hold on your card the day before arrival. It is not a charge: the amount stays reserved and is released within three days of departure.
Can I cancel?
Yes. The conditions applied to your booking are set out at the payment stage and repeated in the confirmation email.
Is the city tax included?
Yes. The City of Venice applies €4.00 per person per night for the first five nights: you will find it already included in the total, with no surprises on arrival.
Are documents required?
Yes, by law. Every guest must present a valid document: an identity card or passport for European citizens, a passport for everyone else.
Can I book for someone else?
No. The person named on the booking must be one of the people staying.
The residences
What is the difference between the four residences?
The floor, the outlook and the capacity. Acqua Segreta has a glimpse of the canal from the bathroom; Bellavista has a private balcony; Corte Antica has two separate bedrooms and is the quietest; San Giacomo is on the ground floor, on the campo. All four measure a little over sixty square metres.
Can the whole palazzo be booked?
Yes, for up to fourteen guests. Write to us with your dates and we will prepare a dedicated quotation.
Are children welcome?
Yes. A travel cot is available on request, at no extra charge.
Are pets allowed?
Write to us before booking: we consider each case.
Are there steps and barriers?
The palazzo is historic and has no lift. San Giacomo and Acqua Segreta are on the ground floor; Corte Antica and Bellavista on the second. Venice, too, has bridges and steps.
Venice
How do I get here from the airport?
A bus to Piazzale Roma (about twenty minutes) and then eleven minutes on foot; or Alilaguna by water; or a water taxi to a few metres from the palazzo.
How far is the station?
Nine minutes on foot from Venezia Santa Lucia, with a single bridge.
Where do I leave the car?
There is no driving in Venice. The car parks are at Piazzale Roma and Tronchetto, eleven minutes on foot from the palazzo.
What is the neighbourhood like in the evening?
Lively until late in the campo, quiet inside the house. It is one of the areas Venetians themselves are fondest of.
We normally reply within a few hours, every day.
Write to us