Terms and Conditions
SUDEST registered office at 5 Via Alessandria, 96100 Siracusa (SR), VAT registration number 02082040896 Trading as Sudest Homes (www.sudesthomes.com) later: the Company’, “we”, “us” and “our”.
In these Terms & Conditions, Sudest Homes uses the word “Customer” or “Client/s” to mean the party representative/booking party and the word “Customers” to mean all members of the booking party. Sudest Homes requires that all Customers read these Terms & Conditions – point by point – and understand the rights and obligations of Customers renting a property through Sudest Homes. If, after reading these Terms & Conditions, there are unanswered questions, Sudest Homes must be contacted in writing for further explanation.
Booking a property
The reservation will be confirmed when the requested payment has been submitted. You will be required to pay a deposit, or to prepay the full amount of your reservation, depending on the arrangements booked and the property conditions. Any balance of your travel arrangements must be paid no later than the days shown in the cancelation policy during the booking process, before arrival. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time, we shall retain your deposit. The Travel Document, including detailed house rules of the property, directions and emergency contact details, will be dispatched to arrive with you approximately 7 days before your arrival at the property.
The price of each property includes refund protection, which covers in case of cancellation within the days shown on the rate plan, upon arrival. Any different cancelation policy will be clearly specified during your reservation process. If you cancel for a reason not covered by the policy, your deposit will not be refunded. If you cancel after the balance has been paid and the reason for your cancellation is not covered by the policy, your balance payment will not be refunded. Any different cancelation policy will be specified on the property booking process. Any extra costs should be paid on arrival. Also refund will not be payable in the event of a lesser number of persons occupying the property.
The prices shown on our websites are believed correct when going to publication on our website. We reserve the right to amend prices during the year and correct errors in website prices when we become aware of them. Once a contract comes into existence, the price will not change. The price is payable following the booking process in our website. Property prices will not change after confirmation. The price of other services may be subject to charges following the service provider’s terms. We will advise you as soon as possible if we are notified of a surcharge.
Change of Reservations
Should you wish to make any changes to your confirmed booking, you must inform us as soon as possible in writing. There is no guarantee that the we will be able to meet your requests. We can only apply changes to a confirmed booking depending on the availability of the booking dates and the property. If these requirements are not met, your booking will be treated as cancelled by you and cancellation charges will apply, based on your chosen property.
As a condition of your booking, for some properties we may also ask you to lodge a Security Deposit at the point of making a booking or upon your arrival. The amount of the security deposit will depend on the property booked. The deposit Deposit will be taken as a credit card pre-authorization given at the time of booking or upon arrival. If we will not be able to process the payment on your credit card, you will be required to pay the deposit in cash to our local representative. This is to protect the property owners for the cost of any damage or loss caused by willful or accidental damage by members of the party that may occur during your stay or for any unpaid charges or fees incurred. If the property representative does not advise us within 24 hours of any claim, they have in respect of damage, loss or unpaid amounts this security deposit will be destroyed. It is essential that you reconcile any damages or extra costs incurred with local representative or agents prior to departure from the property, as you authorize Sudest Homes to automatically debit your security deposit to the value instructed by agents for any such charges. Sudest Homes are unable to enter into negotiation on your behalf where such charges are not agreed with property owners or agents prior to your departure from the property. We ask you to remember and respect the fact that Sudest Homes is an agent that acts on behalf of the owner and the client.
Arrival and Departure
Access to the properties is between 3 and 8 pm on the first day of your rental. Therefore for some properties check in will be available until 3 pm. Sometime the cleaners may take a longer time to prepare the property. Arrivals after 9 pm are subject to an extra late check in fee, the cost will depend on the property booked. Arrivals after 11 pm will have be agreed in advance. You are responsible for informing us of your expected arrival time so that we can pass this information the property representative. Each change to your arrival date or time must be communicated to us. In the case of an unavoidable delay on the day of arrival, you must inform us. If we are not informed on time, or we are not able to accept a late arrival, you are responsible for booking and paying for your overnight stay in a different place. No refunds will be due if you are unable to arrive on the expected day. This also applies in case of early departures. On arrival, you must present your accommodation travel documents, as well as passports or IDs to enable registration in accordance with legal requirements. The check-out process must be completed in full by the Customer with our property representative not later than 10 am. If the Customer neglects to complete the full check-out process, and damages are found, Sudest has the right to charge the amount to cover the repair/replacement, or to pay for extra services, to the customer’s credit/debit card, without the customer’s explicit consent.
Additional Services and Experiences
Whilst we are happy to assist clients in arranging certain additional services (payable locally), please note that we do so as your agent and do not enter into any contract with you for these services. We cannot guarantee that all requested services will be provided (even when confirmed) and will not be liable for this. Your contract will be with the service supplier directly and will be subject to the supplier’s terms and conditions. Such services include the provision of cooking services, bicycles, boat hire and so on. If anything goes wrong, our local representatives or the property manager will intervene with the supplier to try and find a solution.
By agreeing to these Terms & Conditions, every Customer agrees to maintain a reasonable standard of conduct during the rental period and agrees to respect the House Rules. We ask that all guests are respectful of the property and the property staff. Sudest Homes reserves the right to enforce the immediate removal of any person(s) at any time based on reports of inappropriate behavior that come from any third party including the Property Representative, property neighbors/community or based on Sudest Homes’ own judgement. Upon removal from the property, no refunds will be made. Inappropriate behaviors include but are not limited to:
– Causing damage to the property;
– Endangering or distressing any third party;
– Verbal, physical or threatening abuse;
– Using illegal drugs or participating in other illegal or disturbing activity on the rental property;
– Increasing the number of people at the rental property without notifying Sudest Homes and paying the appropriate extra cost;
– Bringing pets/animals onto the property without direct consent from Sudest Homes.
– Organizing parties at the property.
Customers may have special requests and needs regarding disability accessibility, allergies and other requests. Sudest Homes must be informed of these before booking the property. If the Customer fails to specify a special request before making the booking, Sudest Homes cannot guarantee that the request or need will be met. In this case, Sudest Homes will not be responsible nor be able to provide a refund.
Commercial filming or photography in any property is not allowed except with the express permission of a representative. We ask that this request is sent in advance, in writing.
Please note that some of properties managed are located in countryside areas, where wildlife such as animals and insects are as natural a part of the landscape as the grass and the trees. It would not be particularly unusual to encounter animals, such as rodents, dogs, cats (stray or belonging to nearby locals), or insects such as wasps, bees, flies, ants or scorpions and spiders. Insects and animals can be attracted to rivers, nearby streams or ponds, local vegetation or sometimes food left out following an alfresco meal. We would urge you to keep doors and windows closed as far as practicably possible and to clear all remains of food following an outdoor (or indoor) meal. Please do not purposefully feed any local animals, it would encourage them to return, and they may not be so welcome to the next guests. Please note that Sudest Homes cannot be held accountable for the presence of animals or insects at the property you choose. If you suffer allergies triggered by animals, please let us know before booking, we cannot guarantee animals will not be present, we can recommend different properties where the possibility is lessened.
Order and Cleaning
The property will be handed over to you clean, tidy and in good order. If you require extra cleaning during your stay, you can easily agree with the representative, and he will arrange for you. Cleaning of the dishes, cooking facilities, crockery, cutlery, kitchen corner/kitchen/kitchenette and the removal of rubbish is your responsibility and is not included in the price. If you neglect the cleaning, or leave the property in unacceptable conditions we are obliged to charge you an additional amount to compensate for his additional costs.
Problems or Claims
If there are any problems with the property or if you have any cause for complaint during the rental period, you must inform the local representative immediately so that there is the necessary time and opportunity to resolve the problem. If the problem is not resolved after 48 hours, you may follow up the complaint in writing to us by email: firstname.lastname@example.org. Until we know about a problem or complaint, we cannot begin to try to resolve it. Most problems can be resolved quickly. If the problem has not been reported as detailed or is received at the end of the rental period, neither the representative nor we can accept any claims or complaints. We cannot exclude the possibility that the property can result in minor inconveniences due to the special nature of its architecture, personal taste of the owner or local traditions in the area; in this case, we cannot be responsible.
Please note that Sudest cannot be held responsible for problems reported subsequent to departure. It is important that complaints are registered promptly in order for them to be investigated fully. In the event of a problem, the following should be implemented immediately:
– As soon as a problem or complaint arises the Customer should immediately communicate it verbally to both Sudest and the Property Representative.
– If the problem or complaint persists the Customer should notify Sudest immediately in writing.
– Sudest will look into every problem and complaint on an individual basis and decide on the best course of action.
– Sudest liability in all cases will be limited to the amount paid by the Customer for the property booking.
– If Sudest agrees to refund a Customer an Acceptance Refund Form will be sent to the Customer via email. The Customer must respond to the email or complete and return the signed form within seven days of receiving it. No refund will be granted if the Customer fails to follow the instructions provided within the time-frames notified in these Terms and Conditions.
No refund or compensation will be offered in the following circumstances:
– The Customer fails to notify Sudest of their complaint during their stay;
– The Customer and the booking party have not taken reasonable care to protect themselves and the booked property.
– The Customer or a member of the booking party is at fault.
– In the event of unusual or unexpected circumstances which are either unavoidable or beyond the control of Sudest.
– Any event which Sudest or the Property Representative could not help or prevent.
– Resolution of the problem during the rental period.
– The offer of similar alternative accommodation by Sudest.
– The Customer chooses to leave the villa before the arranged check-out day.
Visas & Passports
Travelers are responsible for educating themselves about and abiding by visa and passport law. We are not able to provide passport and visa advice nor we are able to sponsor visas for Customers. Any Booking Cancellation that occur because a Customer was not admitted into Italy or failed to obtain the necessary documentation to enter Italy will not qualify for a refund. Sudest Homes will not be responsible for the costs of obtaining the necessary travel permissions nor will Sudest Homes be responsible for any other losses or inconveniences relating to travel documentation. It is the Customer’s responsibility to ensure that all members of the booking party have the required documents to travel to Italy. Please note that guests will also be required to provide their documents at the moment of check-in for registration with the local police.
All members of the booking party must have valid traveler’s insurance and health insurance during the time of the rental period. It is the Customer’s responsibility to ensure that all members have the required health insurance and that their traveler’s insurance covers all accidents, loss and damages. Sudest Homes or the owner will not be responsible for the costs of obtaining health insurance, for any other losses or inconveniences relating to health insurance, or for losses of any kind due to the lack of traveler’s insurance. Sudest Homes also recommends that all Customers obtain cancellation insurance. This is the Customer’s responsibility. Sudest Homes declines responsibility for loss due to Customer cancellation.
Safety, Injuries, Personal Damages
We expect that all Customers follow standard safety practices to prevent any occurrence of personal damages, injury or death. This is especially relevant when children are present on a rental property, especially when facilities such as swimming pools are present . The safety and well-being of children on a rental property is the sole responsibility of the Customer. Sudest Homes takes no responsibility for children’s safety and well-being.
Furthermore, neither Sudest Homes nor the Property Owners will be responsible for personal damages, injury or death that takes place on the rental property. Sudest Homes will provide the Customer with an electronic property guidebook which explains the rules and guidelines for using the property facilities. All Customers are expected to follow the guidebook’s instructions as well as carry out daily checks of all facilities, including sports structures and swimming pools.
Sports structures on the rental property, including swimming pools, may not be used by individuals who are under the influence of alcohol or other substances. Sudest Homes and the Property Owners decline all responsibility for any damages or accidents caused by incorrect use of sports or recreational structures, including swimming pools, during the rental period.
Sudest will not be held accountable for any damage, loss, change, disappointment and/or dissatisfaction as a result of unforeseen circumstances or Force Majeure. In these Terms and Conditions “Force Majeure” means any circumstances beyond Sudest reasonable control including, without limitation, war, riot, civil strife, terrorist activity, industrial dispute, natural disasters, epidemics, adverse weather conditions, fire, flood, beach/coastal erosion, pollution and negligence on the part of any government body or outside company. For these Terms and Conditions, Force Majeure includes lack of maintenance around the rented property, including beaches, roadways necessary to arrive to the property and any inconveniences with transportation companies, such as airlines, that prevent the Customer’s smooth arrival to the rented property.
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide such as your name, and address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, apartments, transport companies and so on. The information may also be provided to security or credit checking companies, public authorities such as customs and immigration if required by them, or as required by law. Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not, however, pass any information on to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. If, however, we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot accept your booking. In making a booking, you consent to this information being passed on to the relevant persons. Please note that where information is also held by your travel agent, this is subject to your agent’s own data protection policy. You are entitled to a copy of your information held by us. If you would like to see this please contact the Company during normal working hours.
COVID 19 Restrictions
Guests may not travel if they test positive for COVID-19 during the 14 days prior to departure; in this case, cancellation terms will apply as per our Refund Protect and Cancellation policy as explained above. Guests must maintain adequate physical distancing and frequently wash or sanitize hands during their journey. Masks are required in shared vehicles, indoor spaces, any outdoor spaces where physical distancing is not possible and in accordance with local regulations. Non-compliance with these measures will result in not being able to continue on the journey. Guests voluntarily assume all risks and related expenses in the event that they or any member of their travelling party require testing, quarantine or become infected with COVID-19.