General booking conditions

1.1 INFO ALBERGHI ITALIA S.R.L. (hereinafter "I.A.I.") is an Italian company that manages the website www.alberghi.it (hereinafter also the Portal or Platform), on which certain tourist and accommodation facilities advertise their Services, and through which you can book and purchase a wide range of hotel accommodation and/or hospitality Services, provided directly and exclusively by the Properties.

When you make a Booking through the Portal, you enter into a contract directly with the Property, as I.A.I. is not a contracting party.

"Account"

means a user account required to book Services on our Platform.

"Property" or "Accommodation facility"

means the provider of the accommodation and/or hospitality Services.

"Booking"

means the booking of Services on our Platform, regardless of whether payment is made at the time of booking or later.

"Transaction"

means the payment of the Booking through the Payment provider used by the Portal.

"Payment provider"

means the company that provides payment processing services and that will handle the Transaction.

"Credit card cashback"

means a refund of monetary value to the credit card you used for the Booking, subsequently cancelled.

"Payment method"

means the type of payment chosen for a booking, which may be by credit or debit card or by an alternative payment method at the Property.

"Platform" or "Portal"

means the website on which you can book Services offered by the Properties.

"Hotel Page"

means the page of the Property containing all the information relating to the Property and describing the services offered and the payment methods, as well as the cancellation terms.

3.1 To use the Portal and book the Services offered by the Properties you must be at least 18 years old.

3.2 To make a Booking you must register on the Portal, creating an Account and providing the requested information, which must be correct and accurate. You will always remain solely responsible for the security of your Account login credentials and for the actions taken on the Portal through your Account.

3.3 When you make a Booking, you enter into a contract directly with the Property, as we are not a contracting party. The Booked Services will be provided by the Property, from which you will receive a valid tax document. The Property is solely responsible for the proper performance of the Services you have booked.

3.4 We only manage the Portal on which the Properties can promote and sell their Services and where you can search, compare and book. The information displayed about the Properties and their services (for example facilities, property rules and sustainability measures, prices, availability and cancellation conditions) is based on what the Properties communicate by filling in their Hotel Page. INFO ALBERGHI ITALIA is in no case liable for any discrepancy between what is described on the Portal in the Hotel Page and the actual conditions/quality of the Service offered by the Property.

3.5 When you search on the Portal, the results relating to the Properties are displayed according to criteria aimed at presenting offers that are relevant to the search carried out.

The ranking of the Properties may depend, among other things, on the search criteria you enter, the availability of the Property, the relevance of the offer to the search, the location, the rates, the cancellation conditions, the completeness and up-to-dateness of the published information, guest reviews and ratings, booking history, the operational reliability of the Property, as well as any complaints, cancellations, overbooking or other service failures.

The importance of the individual criteria may vary depending on the specific search carried out and the features of the Portal. In general, priority is given to the criteria directly related to the search, availability and relevance of the offer.

I.A.I. will provide promotional services, sponsorships or paid features capable of affecting the greater visibility of a Property or the presentation of its offer. In such case, where applicable, the promotional or sponsored nature of the offer will be made recognisable on the Portal in the technically available ways.

I.A.I. does not guarantee that the first results displayed are necessarily the cheapest, the absolute best or the most suitable for your specific needs. We therefore invite you to always check, before Booking, the price, availability, characteristics of the Property, included services, payment conditions and cancellation conditions.

3.6 Once a booking has been made with a Property, we will confirm the Booking details to you and to the Property. The Booking procedure allows you to properly check and correct any errors before confirming your Booking, so it will be your sole responsibility to make sure that the Booking details are correct before submitting it.

Make sure you enter your contact details correctly, so that we and/or the Property can send you information about your booking and, if necessary, contact you.

3.7 As the person making the Booking, you are responsible for the actions and conduct (in relation to the booked services) of all members of the group.

4.1 When you make a Booking, you agree to pay the cost of the Service, which includes any extra costs and applicable taxes, and you accept the applicable Conditions, which you can check at any time throughout the booking process.

The Accommodation Facility will specify whether a tourist tax applies. The Property is solely responsible for the accuracy of the information provided on taxes and surcharges and on the related payment methods.

4.2 The payment methods for the Services may be the following:

4.3 In the event of payment, in full or in part, directly at the Property, please note that by confirming the Booking you enter into a legally binding contract and will be required to pay in full the amounts due to the Property. If you do not show up, you will still be required to pay the Property the agreed price or, if you have already paid part of the price, you will not be entitled to a refund of the amount paid.

4.4 If the Property requires an advance payment and you choose that payment method, the payment may be non-refundable. For this reason, before booking, we invite you to carefully check the payment and cancellation terms and conditions indicated by the Property (available during the booking procedure), which we cannot influence and for which we are not responsible.

4.5 You will find the Cancellation conditions of each Property on the Hotel Page, during the booking procedure, in the summary of conditions at the time the Booking is confirmed and in the confirmation e-mail you will receive immediately after completing the Booking.

You can cancel a Booking by logging into your Account, Bookings section, and selecting the Booking you wish to cancel (Cancel booking button).

In the event of cancellation of the booking or no-show, the cost of the cancellation/no-show and any refund, which can be made only via Credit card cashback, will depend on the respective conditions set by the Property, which will indicate which bookings cannot be cancelled free of charge and which can be cancelled free of charge within a given deadline, with a possible refund in the event of advance payment.

Please note that the Italian Consumer Code (Art. 59, paragraph 1, letter n) expressly excludes the right of withdrawal for contracts for the supply of accommodation services; we therefore advise you to carefully consult the Property’s Cancellation conditions.

4.6 If you pay in advance or provide a credit card as a guarantee, I.A.I., at the request of the Property, may cancel the booking, even without notice, if it is unable to collect the balance on the specified date by charging the credit card you provided or if that card is invalid. It is your responsibility to ensure that payment is made on time, that your credit card details are correct and that there are sufficient funds in your account.

In the event of cancellation, any non-refundable payments you have made will be refunded only at the discretion of, and directly by, the Property.

I.A.I. does not hold your credit card details, which will be processed exclusively by the Payment provider; I.A.I. can only verify the validity of the card and the availability of funds at the time of booking.

4.7 In the event of typographical errors in the price, obvious and evident errors are not binding.

If you have made a booking, we will offer you the opportunity to keep your booking by paying the correct price, or we will cancel the booking without penalty.

The Property will have no obligation to provide you with the booked Services at an obviously incorrect (lower) price, even after a Booking Confirmation has been sent to you, if the error should reasonably have been evident to you.

If it is impossible to provide the Service you have booked, the Property is required to make its best efforts to obtain for you, at its own expense, alternative services of equivalent or higher quality and, if at the time of your arrival the services are nevertheless not available, it will be exclusively required to reimburse you for all reasonable costs and expenses incurred, made, paid or suffered by you.

In the event of force majeure, meaning any exceptional and catastrophic event, circumstance or emergency that prevents you or does not allow you, including from a legal or safety point of view, to reach the Accommodation Facility you have booked or to stay there [by way of example and not limited to, volcanic eruption, (natural) disaster, fire, (acts of) war, hostilities or any other local or national emergency, invasion, compliance with any order or request of any national, provincial, port or other public authority, government regulation or intervention, military action, civil war or terrorist act, (biological, chemical or nuclear) explosion, rebellion, revolt, insurrection, strike, civil unrest (or the material or substantial threat or justified fear of any such events), interruption of transport services, closure of airports, etc.)], please note that the Accommodation Facilities on our Portal have undertaken not to charge you or, where applicable, to reimburse you any expense, cost, charge or other amount, including non-refundable rates and/or penalties. To this end, the Property may ask you to provide suitable documentation proving the existence of the force majeure event you claim.

6.1 You can publish a review of a Property booked through our Platform if you stayed there or if you reached the Property but did not actually stay there. We have automated systems dedicated to detecting fake reviews submitted to our Platform. If detected, such reviews will be removed and, where necessary, we will take action against those responsible.

As a rule, we publish all the customer reviews we receive, whether positive or negative, unless they contain illegal, untrue, offensive, discriminatory or similar content. In such case, I.A.I. may, at its sole discretion, (a) prevent the reviews from being made available on the platform, (b) remove them or (c) ask the guest to provide a corrected version of the review.

6.2 Your satisfaction is important to us and we want to be sure we offer you the best possible Service. If you wish to submit a complaint about one of the Properties, please use one of the following methods:

i) contact the Property directly and try to resolve the problem;
ii) contact our customer service at clienti [at] alberghi.it ; we will do our best to assist you.

6.3 After receiving the complaint, we will contact the Property to try to resolve the problem on your behalf. If, after contacting the Property, we are unable to resolve the problem, we may, at our sole discretion, where we consider it reasonable taking into account all the circumstances, refund you the disputed amount or the amount that is the subject of the complaint.

6.4 Please note that we carefully analyse every complaint and will do our best to help you resolve it, but INFO ALBERGHI ITALIA is not liable to you for the Services provided by the Properties and, therefore, cannot in any way be required to refund you if you are not satisfied with the Service received from the Property.

7.1 Only in the event that INFO ALBERGHI ITALIA fails to fulfil its contractual obligations under these General Booking Conditions, due to our wilful misconduct or gross negligence, will we be liable to you for the direct damages and losses you incurred for those reasons.

7.2 In all other cases, any liability of INFO ALBERGHI ITALIA for direct, indirect, incidental and consequential damages is excluded. The damages to which the limitation of liability refers may arise from: the use or misuse of the Portal or the Bookings, the inability to use the Portal or to make a Booking, or the interruption, suspension, modification, alteration or termination of the Portal.

7.3 INFO ALBERGHI ITALIA can never and in no way be held liable for the proper performance of the Services booked through the Portal, for which the Property will be solely responsible.

7.4 The Portal is provided "as is" and "as available", without warranties and/or liability of any kind. All express and implied warranties, including, without limitation, warranties of merchantability and fitness for a particular purpose, are expressly excluded to the maximum extent permitted by law, and to the same extent INFO ALBERGHI ITALIA disclaims any warranty as to the security, reliability, timeliness, accuracy and performance of the Portal.

7.5 We disclaim any liability for services advertised by the Properties on the Portal and will not be liable for: (i) the availability or accuracy of such services; or (ii) the content, products or services available on any Property websites. Links to such sites do not imply any endorsement by INFO ALBERGHI ITALIA of those websites or resources or of the Content, products or Services available from those websites.

8.1 The collection and use by INFO ALBERGHI ITALIA S.R.L. of your personal data collected at the time of registration/Account creation and at the time of Booking are governed by the privacy notice available at the following link https://www.alberghi.it/en/privacy-policy.

9.1 We reserve the right to amend our General Booking Conditions and to notify you at least 30 days before the date on which the amendments take effect, where you have a Booking in progress that has not yet been performed, by e-mail to the address indicated in your Account, in the following circumstances:

i) changes to payment acceptance procedures;

ii) changes to the relevant legal and regulatory obligations;

iii) other changes to our business activities that reasonably require us to amend the General Booking Conditions.

9.2 Each time you book through the Portal, these General Booking Conditions in force from time to time (available on our Portal, which you will be required to read and accept when concluding the Booking) will govern your Contract with INFO ALBERGHI ITALIA, together with the Privacy Policy available at the following link https://www.alberghi.it/en/privacy-policy, while your relationship with the Property will be governed by your Contract with the Property, by the Regulations and by the Privacy Policy of the relevant Property, which the Property is required to provide to you.

10.1 INFO ALBERGHI ITALIA reserves the right to deactivate a User’s Account in the event of a breach of these General Booking Conditions and/or if the User acts in an inappropriate, abusive or otherwise harmful manner towards our Portal.

10.2 If any clause of these General Booking Conditions is deemed invalid, unlawful or for any reason unenforceable by the competent authority, the other terms, conditions and clauses will remain valid and effective.

10.3 This contract is governed by Italian law.

10.4 The competent court for any dispute arising from the application and/or performance of these Booking Conditions will be that of the Consumer’s domicile or residence, which cannot be waived, as provided for by the Consumer Code.