GENERAL BOOKING AND STAY TERMS AND CONDITIONS
Last updated: November 2026
1. General provisions
These General Terms and Conditions govern the use of the website www.verahomes.it and bookings of tourist accommodation marketed and managed, either directly or on behalf of the respective owners, by the sole proprietorship Veronica Cortinovis – Vera Homes, hereinafter referred to as “Vera Homes”.
Before completing a booking, guests must read these General Terms and Conditions, the features of the selected accommodation, the rate conditions and any property-specific rules.
Confirming a booking constitutes acceptance of the contractual terms made available to the guest beforehand.
The specific terms stated in the accommodation listing and booking confirmation form an integral part of the contractual relationship and take precedence over these General Terms and Conditions where they contain more specific provisions, provided they comply with applicable law.
Vera Homes reserves the right to update these General Terms and Conditions. Changes will not apply retroactively to bookings already confirmed, unless otherwise agreed by the parties or required by law.
2. Nature of the stay and the role of Vera Homes
The properties offered are primarily intended for temporary stays for tourism purposes.
The rental agreement is generally entered into between the guest and the property owner, either directly or through Vera Homes acting as the party appointed to manage and market the property.
In certain circumstances, Vera Homes may act directly as a contracting party, where provided for by the specific arrangements governing the accommodation.
The identity of the landlord and the nature of the contractual relationship will be specified in the booking documentation.
Where required by applicable law, the guest must sign the relevant rental agreement.
Properties must be used exclusively for the agreed purposes and in compliance with these Terms and Conditions and the house rules.
3. Bookings and payments
Bookings can be made through www.verahomes.it or other authorised channels.
The total booking price and applicable payment methods are communicated before confirmation.
Payment may be made by credit card, debit card or bank transfer, depending on the options available for the selected rate.
For bank transfers, a booking is considered confirmed only after the required amount has actually been received and Vera Homes has issued confirmation.
Failure to pay by the stated deadline may result in the booking not being confirmed or, for bookings already confirmed, in the contractual consequences notified in advance.
Any outstanding balances must be paid by the deadlines stated in the booking confirmation.
4. Rates and cancellation conditions
Payment, amendment and cancellation conditions depend on the selected rate and the accommodation booked.
4.1 Standard Rate
The Standard Rate may require full or partial advance payment for the stay.
A period during which the booking may be cancelled free of charge is generally provided.
The exact date and time by which cancellation without penalty is permitted are shown before booking and in the booking confirmation.
Cancellations received within that period entitle guests to a refund of refundable amounts in accordance with the rate conditions.
After the free cancellation deadline, or in the event of a no-show, up to 100% of the booking amount may be retained, in accordance with the cancellation policy expressly accepted by the guest.
4.2 Promotional and Non-Refundable Rate
Promotional rates may offer reduced prices or additional benefits compared with the regular rate.
Where expressly described as non-refundable, they require advance payment of the full stay and do not allow free cancellation.
In the event of cancellation, no-show or voluntary withdrawal from the stay, the amount paid will not be refunded, without prejudice to any mandatory rights provided by law.
Promotional offers cannot be combined with other promotions unless otherwise stated.
4.3 BeSafe Rate
Bookings made at the BeSafe Rate are subject to the specific pricing and cancellation conditions shown during the booking process.
The rate may include insurance coverage or a refund guarantee for certain events, subject to the contractual terms of the relevant provider.
Any refund is not automatic and is subject to verification of the requirements, exclusions and procedures established by the purchased coverage.
The full, up-to-date conditions are made available before the booking is completed.
For further information: www.besaferate.com.
4.4 Right of withdrawal
For bookings of tourist accommodation for specific dates or periods of stay, in the circumstances covered by Article 59(1)(n) of the Italian Consumer Code, the ordinary 14-day right of withdrawal applicable to certain distance contracts does not apply.
The cancellation conditions of the purchased rate and any mandatory rights granted to guests by law remain applicable.
5. Cancellation and amendment requests
Cancellation requests must be submitted via the Guest Portal, where available, or communicated in writing to:
[email protected]
For the purpose of determining whether a cancellation was made within the deadline, the date and time the request was received shall apply, based on the time zone indicated in the booking conditions.
Amendment requests must be submitted in writing and are subject to accommodation availability and the applicable rate conditions.
Increasing the number of nights or guests: permitted subject to availability and the property's authorised maximum occupancy, upon payment of any price difference.
Reducing the number of nights or guests: may be permitted during the free cancellation period, subject to the minimum stay requirement and applicable rate conditions.
After that deadline, no reduction of the originally agreed price is guaranteed.
Changes take effect only after written confirmation from Vera Homes.
6. Refunds and accommodation unavailability
Refunds are granted in the circumstances specified by the rate conditions and applicable law.
If the booked accommodation becomes unavailable due to subsequent unforeseen circumstances, Vera Homes will promptly inform the guest and, where possible, offer alternative accommodation of comparable features and quality.
The guest may accept the proposed alternative or, where the original service cannot be provided and no agreement is reached, obtain a refund of the amounts due in respect of the service not provided.
Where there are substantial discrepancies from the essential features advertised or problems that significantly impair use of the accommodation, Vera Homes will take steps to investigate the situation and identify an appropriate solution.
The amount of any refund will be assessed in light of the nature and duration of the problem, the services actually used and the rights provided by law.
Approved refunds will be processed without undue delay, normally through the original payment method where technically possible.
The actual time required for funds to be credited may also depend on the banking network or payment service provider.
7. Check-in and guest identification
Check-in procedures are specified in the booking confirmation and in the instructions provided before arrival.
Normally:
- Staff-assisted check-in: from 4:00 p.m. to 7:00 p.m.
- Self check-in, where available: according to the times and procedures specified for the accommodation, normally from 4:00 p.m.
- Check-out: by 10:00 a.m.
Vera Homes provides guests with a preliminary digital procedure through its Guest Portal, operated via the Krossbooking platform or another authorised system.
Guests must complete the required preliminary steps at least 48 hours before arrival, except for bookings made at shorter notice.
All occupants, including minors and infants, must be declared and identified in accordance with current regulations.
Guest identification must be carried out in a manner compliant with applicable public security regulations, including any required identity verification.
Access to the accommodation may be conditional upon completion of mandatory identification procedures and provision of the security deposit guarantee required for the booking.
Personal data and identity document details will be processed solely for the legitimate purposes specified in the Privacy Policy, using methods compliant with applicable law.
Any images of identity documents collected temporarily to meet public security obligations will not be retained beyond the period strictly permitted by law.
Failure to provide suitable documents or refusal to comply with identification obligations may prevent access to the property.
8. Out-of-hours arrivals and delays
For staff-assisted check-in, guests must communicate their expected arrival time at least 48 hours in advance, except for bookings made at shorter notice.
Arrivals outside the agreed time slot, or significant delays beyond the confirmed appointment, may incur a surcharge where an additional reception service is required.
Where applicable, the surcharge will range from €20 to €100, depending on the time slot and the arrangements communicated and accepted in advance.
Guests must promptly inform Vera Homes of any change to their arrival time.
Out-of-hours staff-assisted check-in is subject to advance confirmation.
9. Check-out and late departures
The accommodation must be vacated by the time specified in the booking, normally 10:00 a.m.
Late check-out must be requested in advance and authorised in writing by Vera Homes.
Where available and agreed, the following surcharges apply:
- Until 12:00 noon: 20% of the daily rate.
- Until 3:00 p.m.: 50% of the daily rate.
- After 3:00 p.m.: 100% of the daily rate.
These percentages apply to late check-out services expressly requested and authorised.
If guests vacate the accommodation after the scheduled time without authorisation, they may be required to pay additional costs and compensation for actual damage caused, in accordance with applicable law.
Before departure, guests must close doors and windows, switch off appliances as instructed, follow waste disposal instructions and return the keys as directed.
10. Security deposit
A security deposit is required for all bookings. The amount varies according to the property type:
- Apartments: €300.
- Villas: €500 or €1,000, as specified in the property listing and booking confirmation.
The security deposit is handled exclusively through a pre-authorisation on a credit or debit card, using the secure payment system linked to the Vera Homes Guest Portal.
Pre-authorisation is not an actual payment: it temporarily holds the required amount on the guest's card as security against possible damage or additional costs attributable to the stay.
No other methods of providing the security deposit are accepted unless otherwise agreed in writing.
At the end of the stay, Vera Homes will inspect the condition of the property, furniture and equipment.
If there is no damage or other justified charge, Vera Homes will arrange for the pre-authorisation hold to be released, normally within 48 hours of check-out. The time at which the amount becomes available again depends on the processing times of the bank or card issuer.
In the event of damage, extraordinary cleaning, improper waste disposal or other costs lawfully chargeable to the guest, Vera Homes may charge the amounts due after communicating the reasons and providing supporting documentation.
The amount charged will be proportionate to the actual costs incurred or documented damage.
The security deposit does not limit the guest's maximum liability for damage exceeding the deposit amount.
11. Cleaning, waste and return of the property
Initial and final cleaning are generally included in the price, unless otherwise stated before booking.
Guests must nevertheless keep the property in a reasonable state of cleanliness and use it with due care.
On departure, the following rules must be observed:
- The kitchen and dishes must be left reasonably clean and tidy.
- Waste must be separated and disposed of according to the instructions provided.
- No perishable food, scattered waste or abnormal unhygienic conditions may be left behind.
- Furniture, appliances and equipment must be left in their original condition, except for normal wear and tear.
Ordinary final cleaning does not include exceptional cleaning required due to excessive dirt, damage or improper use of the property.
Additional cleaning or waste disposal services may be charged based on actual, documented costs.
12. General house rules
To ensure safety, peace and respect for the property, guests agree to comply with the rules in the accommodation listing and the instructions provided.
In particular:
No smoking: Smoking inside the accommodation is prohibited, including electronic cigarettes and similar devices. Any outdoor areas where smoking is permitted will be identified in the property-specific rules.
Pets: Pets are permitted only in properties that accept them, subject to prior declaration and authorisation, with any surcharges communicated before booking. Pets may not be brought into accommodation designated as not pet-friendly, without prejudice to applicable rules on assistance animals.
Electric vehicle charging: Using domestic electrical sockets, extension cords or the property's electrical installations to charge cars or other electric vehicles is prohibited, unless expressly authorised and suitable charging infrastructure is available. Any extraordinary electricity consumption or documented damage may be charged to the responsible guest.
Number of occupants: The authorised maximum occupancy must not be exceeded. Undeclared persons may not be accommodated, and persons not included in the booking may not stay overnight without prior authorisation.
Parties and disturbance: Parties, events and activities that disturb neighbours are not permitted. Building regulations and communicated quiet hours must be observed.
Furniture and equipment: Indoor furniture may not be moved outside, equipment may not be used improperly, and no alterations may be made to the property.
Systems and appliances: Air conditioning, heating, appliances and other equipment must be used in accordance with the instructions provided, avoiding waste, overloading and potentially dangerous use.
Safety: Tampering with installations, safety devices, locks or access systems is prohibited.
Serious violations of the rules, especially those endangering the property or third parties, may result in applicable contractual and legal consequences, including a demand to cease the conduct and, where permitted by law, termination of the agreement.
The right to claim compensation for proven damage remains unaffected.
13. Children and infants
Children under 2 years of age are generally excluded from the calculation of the daily rate, unless special conditions are communicated before booking.
They must nevertheless be declared in the booking and identified in accordance with current regulations.
Cots, high chairs and other baby equipment are subject to availability and the conditions specified for each property.
Any tourist tax will be charged in accordance with the rules of the relevant municipality, including age-related exemptions.
14. Swimming pools, gardens and shared areas
Use of swimming pools and other shared areas is subject to the opening hours, operating seasons and property-specific regulations.
Seasonal swimming pools are generally available during the periods stated in the listing, subject to weather conditions, local regulations and technical and safety requirements.
Any temporary closures will be communicated as soon as they become known.
Vera Homes and the owners undertake to maintain outdoor areas in appropriate condition, taking account of seasonal and weather conditions.
Water restrictions, exceptional weather and other external circumstances may temporarily affect the appearance or use of gardens and outdoor spaces.
Any significant restrictions affecting advertised essential services will be assessed in accordance with applicable law.
15. Maintenance and access to the property
If maintenance or repairs become necessary during the stay, Vera Homes will inform guests in advance and, where possible, arrange access with them.
Guests must allow reasonably necessary work to ensure the safety, proper functioning and preservation of the property.
In emergencies, such as water leaks, fires, dangerous faults or situations requiring immediate action, the owner or authorised representatives may access the property in accordance with the law.
Work will be carried out with the aim of minimising inconvenience and respecting guests' privacy.
16. Reporting issues, assistance and complaints
Vera Homes undertakes to assist guests during their stay.
Any faults, malfunctions or discrepancies in the accommodation must be reported promptly, preferably within 24 hours of discovery, to allow swift investigation and, where appropriate, resolution.
Reports can be submitted through the channels indicated in the booking confirmation.
Guest assistance:
Telephone: +39 345 136 1232
Email: [email protected]
Regular hours: daily from 9:00 a.m. to 7:00 p.m.
Vera Homes may request information, photographs or other evidence useful for verification and may arrange a technical inspection.
Failure to report an issue promptly does not automatically remove any rights granted by law, but may be considered when assessing the consequences of the problem and the options for addressing it.
If a technical call-out requested by the guest is clearly unjustified and results from negligent or improper use of equipment, the actual costs incurred may be charged, provided the relevant conditions are met and the costs are adequately documented.
17. Guest liability
Guests are responsible for damage to the property, furniture, systems and equipment resulting from intentional or negligent conduct or improper use.
To the extent permitted by law, liability may extend to damage caused by persons admitted to the property under the guest's responsibility.
Any damage must be reported promptly to Vera Homes.
Normal wear and tear resulting from proper use of the property does not constitute compensable damage.
Loss of keys or access devices may result in a charge for the actual replacement costs or reasonably necessary security measures.
18. Liability of Vera Homes and the property owner
Vera Homes undertakes to present accommodation through accurate descriptions and photographs, kept up to date as far as reasonably possible.
Minor changes to furniture arrangements, decoration or non-essential elements may occur over time, provided they do not significantly alter the contractually promised features and services.
To the extent permitted by law, Vera Homes and the owner are not liable for inconvenience arising from external circumstances beyond their control, such as exceptional weather events, interruptions to public utilities not attributable to the property, or public works carried out by third parties.
Such circumstances will nevertheless be assessed on a case-by-case basis if they significantly impair the ability to use the accommodation.
Occasional insects or local wildlife, particularly in properties located in green or rural areas, do not in themselves constitute a defect in the accommodation, without prejudice to the obligation to take appropriate hygiene and maintenance measures.
Guests are advised to safeguard money, documents and valuables carefully.
Any liability for theft, loss or damage will be assessed in accordance with applicable law and the specific circumstances.
Nothing in these General Terms and Conditions excludes or limits liabilities or rights that cannot lawfully be excluded or limited.
19. Early termination of the stay
Guests who voluntarily end their stay before the scheduled departure date are not automatically entitled to a refund for unused nights.
The agreed rate conditions and any rights arising from breaches of contract, significant defects in the accommodation or other legally relevant circumstances remain applicable.
If problems arise during the stay, guests are encouraged to contact Vera Homes before leaving, to allow investigation and the identification of possible solutions.
Leaving the property without notice does not, by itself, result in the loss of any mandatory statutory rights.
20. Prices, taxes and additional costs
Prices are stated in euros.
Before the booking is completed, the total price and any foreseeable mandatory charges are disclosed in accordance with applicable law.
Tax treatment, including any applicable VAT, depends on the nature of the service and the relevant tax regime.
Tourist tax, where payable, is applied according to the rules of the municipality in which the property is located.
Any optional services, surcharges and additional expenses are communicated, together with their prices and conditions, before acceptance.
21. Privacy and personal data processing
Guests' personal data are processed in accordance with EU Regulation 2016/679 (GDPR) and applicable national law.
The purposes include booking management, administrative and tax compliance, guest identification and mandatory reporting to the competent authorities.
Processing may be carried out using platforms and appointed technology service providers, in compliance with applicable regulations.
Further information is available in the Privacy Policy published at www.verahomes.it.
The use of cookies and any tracking technologies is governed by the relevant notice and, where required by law, the preferences expressed by the user.
22. Website information
Information published on the website is updated periodically.
Accommodation availability and rates may change until a booking is confirmed.
Images are intended to describe and represent the features of the properties.
Any clerical errors will be corrected promptly once identified, without prejudice to rights arising from validly concluded bookings.
Any additional services, experiences or packages offered will be subject to their applicable specific terms.
23. Applicable law and disputes
These Terms and Conditions are governed by Italian law, without prejudice to any mandatory provisions applicable to consumers resident in other countries.
For disputes involving guests who qualify as consumers, territorial jurisdiction will be determined in accordance with the applicable consumer protection rules.
For disputes not subject to mandatory rules on jurisdiction, the criteria established by law will apply.
Where applicable, the parties may use alternative dispute resolution procedures provided for by law.
The invalidity of any provision will not automatically invalidate the remaining contractual terms.
24. Contact details
For information, requests or communications concerning these General Terms and Conditions:
Veronica Cortinovis – Vera Homes
Website: www.verahomes.it
Email: [email protected]
Telephone and WhatsApp: +39 345 136 1232
Registered office and tax details: as stated in the official business information published on the website.
These General Terms and Conditions constitute the contractual framework of reference, subject to any specific terms expressly stated in the booking and without prejudice to mandatory rights under applicable law.
