Booking terms and conditions

Who the landlord is

The four residences are let by ETA S.R.L., with registered office at Via Firenze 11, 22070 Casnate con Bernate (CO), entered in the Como-Lecco Companies Register under no. 02665220139, REA CO - 272567, share capital 11.000,00 € fully paid up, tax code and VAT number 02665220139, PEC srleta@pec.it. The company trades under the name “Palazzo Santa Croce”. The apartments are in Campo San Giacomo dall’Orio, sestiere of Santa Croce, 30135 Venice (VE): the company’s registered office is not the same as the properties.

For any communication concerning the booking or the stay — enquiries, reports, complaints — you may write to the PEC address srleta@pec.it, or call or write on WhatsApp to +39 327 849 7091.

The messages we send you, including the booking confirmation and the arrival instructions, go to the e-mail address given when booking: we ask you to check that it is correct and to check your junk mail folder as well.

Subject matter and nature of the contract

The subject matter of the contract is the letting of a furnished apartment for tourist purposes, for a period of less than thirty days, pursuant to Article 1571 et seq. of the Italian Civil Code and to the Veneto regional legislation on tourist lettings.

Palazzo Santa Croce is not a hotel and offers no hotel-type services: there is no twenty-four-hour reception, no room service, no catering and no daily cleaning of the accommodation. Cleaning is carried out before arrival and after departure.

The identification code of the accommodation is published on the page of each residence, as required by the legislation in force on tourist lettings.

Booking and confirmation

Bookings are made online by selecting the residence, the dates and the number of guests. During checkout the dates chosen are held for a limited time: if the procedure is not completed within that time, the availability goes back on sale.

The contract is concluded only when you receive the confirmation e-mail from us, which follows authorisation of the payment. Until that moment neither party is bound, even if the payment appears to have been started.

The minimum stay, the minimum notice before the arrival date and the maximum booking window are shown in the booking engine and may vary from one period to another. The booking must be made by a person of full age, who is answerable for the proper performance of the contract.

Prices and advance payment

All prices are expressed in euro and refer to the whole apartment for the number of guests selected. The total shown before confirmation is the final one: it includes the end-of-stay cleaning and the tourist tax, and it involves no additional costs to be paid on site.

Payment is made in full online at the time of booking, by credit or debit card handled by Stripe. We neither receive nor store full card details, and we do not accept cash, bank transfers or any other means of payment not offered by the website.

Long-stay discounts, where applicable, are calculated automatically and shown in the summary before confirmation. Any fluctuations in rates after confirmation do not change the price already locked in.

In addition to the amount due for the nights booked, the total includes the items listed below, shown separately in the summary so that you can check them before paying.

• End-of-stay cleaning: 70,00 € per stay, whatever its length. It is shown as a separate item and is subject to VAT at 10%, already included in the amount.
• Additional guest supplement: 25,00 € per night for each guest beyond the second. It applies only to Residenza Corte Antica and Residenza Bellavista.
• Tourist tax: 4,00 € per person per night, due for the first 5 nights and already included in the total, as explained in the following section.

City of Venice tourist tax

The City of Venice levies a tourist tax payable by those who stay overnight within the municipal area. For our residences the amount is 4,00 € per person per night, due for the first 5 nights of each stay; from the sixth night onwards nothing is due.

The tax is already included in the total you see when booking and is paid over to the City by us: you will not be asked for any amount on arrival. In the booking summary the amount is nonetheless shown separately, for transparency.

The municipal regulations provide for certain exemptions: the booking engine does not apply the tax to children under ten. Amounts and exemptions are set by municipal decision and may change: we check the regulations in force from time to time and update the calculation and this page accordingly.

Security deposit against damage

A security deposit of 300,00 € is required to cover any damage. It is not a charge: on the day before arrival the amount is blocked on the card used for the booking as a pre-authorisation, that is, made temporarily unavailable without being collected.

The pre-authorisation is released within three days of departure, provided the apartment has been left undamaged. Once it has been released, the time the sum takes to become available again on the card’s limit depends on the issuer.

If damage is caused during the stay, we contact you before taking any payment and document for you the damage and the cost of putting it right: the amount withheld may exceed neither the expense actually incurred nor the 300,00 € blocked. For any excess, the ordinary remedies provided by law remain available.

The deposit is not an advance on the price of the stay and is not used to set off other sums: in every case other than the one just described, the amount blocked returns in full to your disposal.

For the pre-authorisation to succeed, the card used for the booking must be valid and have sufficient funds on the date of the block. The applicable conditions are those published on this page at the time of booking and are shown to you during checkout, before confirmation: no change to this section has any effect on bookings already confirmed.

Cancellations and changes

Cancellation is free of charge up to fourteen days before the arrival date: the entire amount paid is refunded to the same means of payment used for the booking, as a rule within ten working days. The time the credit takes to appear depends on the card issuer.

After that point, and in the event of a no-show or an early departure, the full amount remains due and gives no right to any refund. The applicable conditions are always those shown and accepted at the time of booking, which prevail over what is written here in the event of any discrepancy.

Changes to dates, to the length of the stay or to the number of guests are possible only if there is availability and entail the application of the rate in force for the new dates. We recommend taking out travel insurance to cover the unexpected.

We reserve the right to cancel a booking, with a full refund of everything paid and with no further liability on our part, should the apartment prove unusable for reasons beyond our control. In that case we will do our best, where possible, to offer you equivalent accommodation in one of the other residences.

The guest’s obligations

By law we must record and notify to the Questura (the Italian State Police headquarters) the identity document details of every person accommodated, children included, within the time limits laid down. Registration is therefore mandatory, and without it the keys or access codes cannot be handed over.

The booking must be made in your own name: booking on behalf of third parties is not permitted, nor is assigning or subletting the apartment. The person who books must be among the guests present and is answerable for the conduct of the whole party.

The apartment may accommodate only the number of people indicated on the page of the residence and confirmed at the time of booking. The presence of unregistered people constitutes a serious breach and entitles us to terminate the contract with immediate effect, without refund.

Parties, events and photographic or video shoots for commercial purposes are not permitted. The apartments are in a building where people live: quiet must be observed at night, noisy use of terraces and communal areas avoided and the condominium rules complied with, as well as the municipal ordinances on urban decorum and waste disposal.

Check-in and check-out

Check-in is self-service: a few days before arrival you will receive the instructions for reaching the palazzo and a personal access code, valid only for the dates of your stay. The code is confidential and must not be passed on to anyone else.

Arrival is expected from 15:00 and by 20:00; departure by 10:00 on the last day. Early arrivals or late departures are possible only if agreed in writing in advance and if the cleaning schedule allows: without such an agreement, access to the apartment before the appointed time is not possible.

We have no luggage storage service, either before check-in or after check-out. There are luggage deposits in the arrival areas of Venice: we are glad to point you to the one most convenient for your itinerary.

On departure we ask you to leave the apartment tidy, to close the windows, to switch off the air conditioning and the lights and to leave the keys where the instructions indicate.

Liability and damage

The guest is liable for damage caused to the property, the furnishings and the fittings by themselves, by the other guests and by any visitors, save for normal wear and tear. Damage must be reported promptly: telling us straight away makes it simpler to resolve and reduces the cost.

Please report any faults or malfunctions to us at once. We intervene as quickly as possible; some works in a historic Venetian building, however, take a technical minimum of time that cannot be compressed.

We are not responsible for the safekeeping of money, valuables and belongings left in the apartment, which has no deposit or safekeeping service. Nor are we responsible for failures attributable to third parties, such as interruptions to the electricity, water or connectivity supply, save within the limits laid down by law.

Nothing in these terms limits the landlord’s liability in the cases in which the law does not allow it to be limited, in particular in the event of wilful misconduct or gross negligence and of personal injury.

Force majeure

Neither party is liable for failure to perform, or delay in performing, due to force majeure, that is, to unforeseeable events beyond its control: measures taken by the authorities, strikes, natural disasters, exceptional acqua alta (high water) events, prolonged interruptions of essential public services, health emergencies.

If an event of this kind makes the stay impossible, we will offer you a change of dates without penalty or, if you prefer, a refund of the sums paid for the part of the stay not enjoyed.

It should be borne in mind that acqua alta is a customary phenomenon in Venice at certain times of year and that, save for events of exceptional intensity, it does not in itself make a stay impossible, nor does it give any right to a refund.

Governing law and disputes

The contract is governed by Italian law. The mandatory consumer-protection provisions of the legal system of the country in which the guest is habitually resident continue to apply where they are more favourable.

If the guest is a consumer, disputes fall within the exclusive jurisdiction of the court of the place where the consumer is resident or has elected domicile, pursuant to Article 66-bis of the Italian Consumer Code. Where the guest is not acting as a consumer, jurisdiction is determined according to the ordinary criteria of the Italian Code of Civil Procedure, which point to the court of the place where the company has its registered office.

Before turning to the courts you may contact us directly at the PEC address srleta@pec.it or on WhatsApp at +39 327 849 7091: the great majority of complaints are settled by an exchange of messages. Alternatively, a consumer may turn to the ADR bodies entered in the list kept by the Italian Ministry of Enterprises and Made in Italy pursuant to Part V, Title II-bis of the Italian Consumer Code, or to the mediation and conciliation bodies with jurisdiction over the matter pursuant to Legislative Decree 28/2010.

Should any clause of these terms prove void or ineffective, the remaining clauses remain valid and the contract remains effective as to the rest.