Terms of Service
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Terms of Service
Depending upon your booking type payment at the time of booking may or may not be required. Some nights may be payable right away and others not. Where payment, full or partial is required at the time of booking, the booking is subject to a second confirmation or ‘Reconfirm’ and therefore until the payment has been made the booking is not confirmed.
If we are holding a room off sale for you in a date period that is subject to strong demand and low or zero availability (fully booked) we may reach out to reconfirm (require confirmation that you are still intending to stay) In some cases we may require that certain or all nights be paid earlier than standard, to continue to hold them off sale and in other cases a deposit of no less than 30% accommodation amount will suffice, we will advise. We reserve the right to charge any/all unpaid nights to the card supplied at the time of booking, or to cancel the booking, at our discresion, in cases where there is no response within a few days of our first attempt to reach out to you over this/initial contact. Refunds are issued according to resale (where applicable) from this point.
Check in after 3 pm, check out by 11 am as standard. Reception is required for access to the property, a fenced and gated villa, not a ‘walk-in hotel’.The Rental Period included in the reservation: 3pm arrival to 11 am departure. If desiring earlier arrival or later departure this must be agreed in advance and is subject to a small hourly fee. By arrival and departure we mean to and from the property. It is not possible to spend time/remain at the property without a room allocation. We do offer the possibility to extend your booking by the hour, to earlier arrival and later departure, with full access to the room. Both are subject to availability and advance booking (24-48 hours ahead) and must be coordinated with other arrivals and departures (bookings) around your stay. Late arrival after 8pm must also be notified earlier than 5pm on the same day. In absence of contact reception will be available between 3 and 8 pm.
License and Occupancy
We are a licensed property and as such each room has a maximum head count described at the time of booking at the booking engine and/or during the website pages/description for the rooms. Most of our rooms are licensed for 2 adults + 1 0-11 year old child but we do have the possbility to accommodate 2 adults + 2 or more children when you book a junior suite or suite or more than one double room. To avoid mistakes that might result in check in being refused (ie where we exceed our headcount due to unanouced ‘extra’ people arriving) you must book your child into the room, not simply arrive with a child or extra person. We need to know in advance. Additional per person charges will be levied to unnanouced additional guests, where we are able to accept them into your room.
Theft and Damage Liability
The rooms at the house are furnished and decorated with bespoke and handmade pieces, designer items no longer in production, historic pieces, real art and sculpture, as well as the luxury linens, robes and towels, that you would expect to find within a room rented at a much higher nightly rate. We prefer to keep prices very reasonable and to do this we require a credit card guarantee for damage and/or theft. The card provided must be valid at check in, as it will serve as a guarantee to damage, theft, non standard cleaning and items purchased as well as charges for early arrival or late departure. (Guests are welcome to request a room inventory/checklist of items that should be present at check in). In case of group rental (including bookings into the Tuscany Suite and groups booking 2/+ double rooms) we will require either one card per room with agreement to gurantee against theft and/or damage extending across the property during the stay in case of exclusivity of use (being the only guests) and including any refunds that the hotel might be required to issue in where damage incurred during the guarantors stay renders subsequent check in(s) impossible or renders the incoming guests’ experience of the room, amenities or property quantifiably compromised and warranting full or partial refund or relocation. Note: In all of our 10+ years of welcoming guests to our home we only ever lost one inconsequential hardback book – therefore we don’t expect such incidents to result from the stays of our typical guest profile, however inserting this clause is what gives us the confidence to continue to operate.
Use the cancellation link in your booking confirmation but also email us at firstname.lastname@example.org
Cancellation by the guest
In the case where a guest cancells the reservation, the policy governing the booking (printed on your booking/shown in our copy of your confirmation) will show whether monies are forfeited or refunded immediately or might be refunded in full or part following any subsequent resale. Note: We are an early booking/first choice property, as such we don’t have a strong last minute market.
Resale of Cancelled Nights
Resale is never guaranteed but cancelling as early as possible gives the best chance to resell. Unwanted nights will go on sale at a same or close to same rate as original purchase. In case of late cancellation advertising the availability with google ads plus paying a higher than standard (17%) commission with an Online Travel Agency (such as booking dot com) is the most successful tactic but does incur costs, typically around 30 %. Any refund to be made will be net of such costs, once we have recieved cleared funds.
Credit For Future Stay (Voucher)
We are happy to offer the cancelling guest a credit to a future stay in exchange for whole unsold nights as an alternative to resale. This must be used within 12 months of issue. The earliest the new stay can be confirmed is 3 calendar months from arrival. This voucher is non transferable. Cancellation of a voucher stay will not obtain a further credit or voucher and cancelled voucher stay nights and no refund can be obtained in this instance. Vouchers are issued to whole unsold nights only. We do not issue credits or vouchers to compensate for ‘partial nights’ or commissions or advertising costs or other deductions or reductions to the original nightly rate paid by the guest. Vouchers are capped to the value of the original nightly rate paid by the guest, per night, and this along with our discretion may influence the nights upon which they are redeemable.
Cancellation by the hotel (Walk Policy)
In the event of our inability to accommodate due to underbooking, overbooking, force mauer, quality control (ie problems within a room such as damage incurred during a previous booking or equipment failure or repairs being required or other serious issues present that might reduce the quality or comfort of the stay) the hotel will notify the guest at the earliest possibility and in case of failure to contact the guest or in case of cancellation at arrival will seek out and indicate, booking where necessary, alternative accommodation in a similar area and price range. Amounts paid will be refunded where accommodation is refused except in the event that Siena House must refuse check in due to occupancy limitations (a group or single booking exceeding the indicated maximum licensed occupancy, such as in case of undeclared extra adults or children) in which case amounts paid will be retained. Note: We have had only 2 double bookings in our 10+ years of opertation, both noticed in good time and to the cancelled guests’ satisfaction. We have a great reputation for our personal service and care. Not only do all we can to avoid overbookings but when they happen will provide as much notice, assistance and comfort as we can.
Safety Security Privacy
The property is a non smoking property. Smoking is permitted in the garden only. Ashtrays must be used, they are provided in the entrance hall. The front door can be opened easily from within and must be kept clear of obstruction and remain openable (not double locked) during the night as it is the fire escape for the first floor. Fire extinguishers are provided in the Tuscany Suite Lounge (2) as well as the Garden Kitchen and on the ground floor. First aid boxes are fitted within the entrance hall and within the Garden Kitchen. Ground floor bedroom windows are barred, ground floor doors have Persian Blinds fitted. Guests are advised to lock doors during absence for security but requested to keep keys within the locks of locked doors during the night and all exits clear of obstruction.
The entire property is circled by wall and fencing, with gates. Gates remain closed. Guests are provided with devices to open gates and keys to their rooms. Guests should not travel with high value items and are advised to purchase insurance cover if they must bring valuable items with them. Valuables are the responsibility of their owner. Rental cars should be locked at night with windows closed. The immediate area around the main building and entry points is subject to 24 hour video surveillance, however cars parked in both front and rear car parks are not guaranteed to be within view of cameras.
Young children must be accommodated with parents in the same room (not in walk in wardrobes, bathrooms or corridors) unless booking into a 2 bedroom suite. Children must not be allowed to sit on windowsills or lean out of windows. Children must be accompanied at all times and not allowed to use the pool or garden without supervision by an adult. Parents much take necessary precautions to keep their children safe from sunburn. Shoes must be worn in the garden and at the pool area.
- The pool is open is between 08.00 hours in the morning and 20.00 hours in the evening.
- THERE IS NO LIFE GUARD PRESENT AT THIS POOL
- Children under 14 must be accompanied and supervised by adults at all times;
- It is obligatory to use the shower and to wash the feet before entering the water;
- It is obligatory to wear a swimming cap during bathing;
- It is obligatory to use slippers / spa shoes in the vicinity of the pool and unpaved pathways;
- It is forbidden to dive or engage in potentially harmful behaviour in the pool area.
- The pool may only be accessed via the steps or ladder provided.
- No smoking is allowed;
- Swimming pool use is prohibited during any cleaning or sanitizing operations;
- Bathing in the event of rain and thunderstorms and, in particular, adverse weather conditions is prohibited;
- It is forbidden to play with the pool plant and equipment;
- It is forbidden to bring glassware or other potentially dangerous items in the pool area.
- It is recommended not to bathe before three hours have elapsed since the last meal.
- In case of emergency, call 118;
- The nearest telephone is within the house with the owners
- The Emergency area for First Aid is within the entrance hall (on the wall by the stairs) and in the Guest Kitchen (behind the entrance door)
- The swimming pool is reserved for guests only;
- Maximum number of bathers allowed in the pool area is 16 people;
- The deepest point of the pool is 140 cm The shallowest point is 140 cm.
- Its dimensions are 7 mt. by 14 mt;
- The pool manager is Malvin Tyler
- Pool water is filtered, treated, controlled and analyzed daily;
- The toilets are located in the main house
It is the responsibility of the guest to purchase travel insurance to protect against unforseen events that might result in damage or losses even prior to arrival for example events that lead to late cancellations. Inability to travel will never be the responsibility of the hotel and does not warrant changes to the terms and conditions under which the booking was made.
Allergies should be declared well before arrival, and stated at check in.