General Conditions


All bookings are made with Elisa Della Santa Immobiliare

Elisa Della Santa Immobiliare, (below called EDS) is a Real Estate based in Via Del Chiasso 26, Lammari Lucca with P.IVA 02307170460, with power of attorney of the Principal (owner of the property). Your signature on the booking form will be taken as your and your party’s acceptance of the following conditions:


The total rental amount is the total amount to be paid for rent on the properties in our portfolio for a specific period. The total price includes the brokerage service of the EDS. A deposit of 30% of the total property rental must be paid. No contract with us will exist until we have received this amount and the booking form duly signed, and have subsequently confirmed your booking. Should you later cancel, cancellation charges will become payable in accordance with paragraph 3.


The balance of the payment must be paid at least eight weeks before departure. If the balance is not received by us by the due date, we shall be entitled to cancel the booking without prejudice to our claim for cancellation charges, and to retain the deposit. For bookings made within eight weeks of departure date, you will be required to pay the full cost of your holiday at the time of booking.


Cancellations must be received in writing by us. However, cancellation of the booking must be sent in working days (Monday to Friday from 09.00 to 19.00 hours) prior to arrival, which does not include the day of arrival and that of the notification itself. It is agreed between us that should you wish to cancel all or any part of your booking, or that the booking is cancelled by us due to non-payment, then we shall be entitled to the following percentage of the holiday cost.:

8 weeks or more before arrival: Deposit paid 30%

8 weeks to arrival date 100%.

However, if a booking is done with a refundable rate (policy section below the rates of the selected property), than Credit Card/Paypal fees will not be refunded. Cancellations must be received in writing by us. Refunds, where posible, are processed the first Monday of the following month of the cancellation date. 

When booking any accommodation, clients are advised to take out a trip cancellation insurance to avoid payment of the cancellation penalties





This applies to all bookings made from 1st March 2021 with arrival between 1st January 2021 and 31st December 2021

In case the government (or state equivalent body) of the Customer’s residence or the country, in which the accommodation is located, advises no travel, and the advice is still in place:

1. Within (and not before) 30 days prior the start of your booking;

2. and in the specific area, in which the accommodation you booked, is located

We offer the possibility of:

1. A refund of the balance payment and a voucher for the deposit payment paid, which can be carried forward, and is valid up to the end Dec. of 2022

2. Or the opportunity to move the booking to within the next 12 months, up to the end of Dec. 2022, at the same 2021 rates.


Though it is unlikely that we will have to make any changes to confirmed arrangements, it does occasionally happen, and we will advise you at the earliest possible date. If for any reason beyond our control we are unable to provide you with the property you have booked, we reserve the right to transfer you to a similar property. However, if this is not possible or you do not wish to be transferred, we will cancel the booking and refund the amount paid to us for the property, but we will not be liable for any cancellation charges for travel arrangements.


Only those people stipulated on the booking form may use the property. The number of people must not exceed the number of sleeping place indicated in the brochure. Should the keyholder find more persons than those stated, it is totally up to his discretion to ask the clients to vacate the house. Infants (children under 2 on date of return) are not included in occupancy figures. However, many owners limit the number of infants/toddlers. Each child over 2 (whether sleeping in a baby cot or not) will be counted as part of the villa occupancy.


Should clients intend to use a villa for any type of commercial use such as photo shoots or filming this should immediately be advised at the time of booking. Such use will only be allowed with the written consent of EDS, who in turn will implement specific arrangements and stipulations thus imposed by the villa owner. No private parties, weddings, wedding receptions or large gatherings are allowed in the properties without written permission from EDS. No camping is permitted on the property grounds.


It is a condition of booking that your party is covered by comprehensive travel insurance including coverage against trip cancellation. The appropriate coverage should be purchased at the time of the booking. Please contact your travel agent, travel consultant or insurance broker about this. Your signature on the booking form confirms that you are covered by such insurance.


Clients must arrive between 4 p.m. and 7 p.m. and leave before 10 a.m. on the day of departure. If the client is late, advance notice must be given in writing. In case of flight delays or inconvenient while travelling, clients should contact our office or the local housekeeper. Late arrivals are very difficult to be arranged and the housekeepers may reserve the right of asking for an extra fee, depending on the single case. In any case it is not possible to arrange arrivals after 10 p.m. It is up to the keyholder’s discretion to decide whether or not to allow clients to enter the house at times other than those stated. EDS declines all responsibility in the matter. If for any reason the client loose the keys/controler it will be requested the payment of a fee of 50 Euro/each for the replacement of the locker. 


A security deposit as stated in the price list is payable upon arrival to the keyholder in cash (any currency) or with traveller’s checks (duly filled and signed). This is to cover the cost of any damage or breakages during your stay to the property or the contents. This amount, less any applicable claims, will be returned to you on the morning of departure. Failure to pay the deposit can result in the keyholder refusing entrance to the house.

10. PETS

Pets are generally not accepted by house-owners. If you want to bring one with you, please check in advance if this is possible.

If accepted, you will be requested for an additional security deposit and/or adequate insurance and an extra charge will be applied.

Be aware to respect the following rules for hygienic reasons.

- It is strictly forbidden to let animals swim in the swimming pools.

- It is strictly forbidden to allow animals to stay on beds or sofas.

- It is recommended to bring their plates and blankets.

- Pet owners must clean up their pets faeces, or they would be charged a fine for the violation. Not clean up for your dog may warrant a fine of up to 150 Euro.

Any damage done by the animal will be calculated at the check out. If this simply rules won't be respected the owner/property responsible will be entitled to apply a fine.


We have visited and checked each property and the descriptions are therefore accurate and made in good faith. However, we decline all responsibility for any modifications made by the owners without our knowledge. We also do not accept responsibility for the breakdown of the supply of water, gas nor electrical and telephonic lines, including electronic devices and internet connection, though we will use our best endeavours to arrange for problems to be solved. If you have any problem during your stay which cannot be satisfied by dealing directly with the owner or manager of the property, you should contact us immediately. It is impossible for us to claim compensation from the owner after you have returned from your holiday if you have not recorded the problems with us during your stay. Complaints lodged only at the end of the holiday period will not be taken into consideration. Clients who abandon the house without authorization from EDS lose all rights to any eventual refund or rebate. EDS, however, reserves the right for their representative to verify on site and during the stay of the holidaymakers the reasons for the complaint and any inaccuracies of the owner, both inside and outside the property. If a client should present EDS a complaint after the end of the stay, no form of refund will be recognized. Clients have no right to be refunded, unless they have contacted our office or representatives during their stay in one of our properties.

Furthermore, no refund will be recognized to clients who leave the structure on request of the owners due to lack of notification regarding people in excess or the presence of animals (the number of people in excess and the presence of animals must always be notified to EDS and accepted by them in agreement with the owners) or in the absence of payment of the security deposit requested on arrival.

No form of refund will be given to clients who, in case of misunderstandings or problems, leave the property without prior written notice to EDS, or to clients who decide to leave the reserved property earlier, with no valid reasons or serious inconvenience. No form of refund will be given to clients who decide to leave the property earlier without giving EDS written explanation and justification in advance, or without giving the EDS the chance to extenuating circumstances.

EDS does not recognize as grounds for complaint ascribable to EDS or the owner: weather conditions, presence of local fauna, mosquitoes and insect bites (the presence of "wandering" animals may occur considering the geographic location of the structures, especially if the location is in isolated areas and/or in the countryside).

EDS does not recognize as grounds for complaint the lack of electricity, gas or water if this depends on government agencies, external circumstances or due to force majeure.

EDS declines any liability for possible inconvenience caused by third parties, i.e. maintenance of public roads or restoration of buildings or similar in proximity to the rented properties. Moreover, the owners and EDS, refuse any responsibility for personal items and/or of value left unattended inside the property, especially if no preventive measures have been taken.

Refunds, if and when due, will be made at the end of the tourist season (no later than the end of October of the current year).


The property will be cleaned throughout at the beginning of the rental period and must be left by the tenant in good hygienic conditions in all parts and accessories, throughout at the end of the rental period. Linen is normally changed once per week. It is the responsibility of the client to take care of the waste disposal unless otherwise indicated. If the guests do not dispose of waste from the property the owner or his representative may ask for an additional charge for this service. The kitchen must be left clean and tidy. If, for any reason, including time, guests cannot clean the kitchen and the furnishings/fittings before their departure, the owner will be entitled to request an extra charge for it to be cleaned.


The client signing the contract is responsible for the correct and decent behaviour of his party. Should the client and his party behave in a manner that is not acceptable by civilized standards, the keyholder may ask the client and his party to vacate the house. Usually in Italy silence is respected from 11pm to 8am.


People with disabilities or health issues should verify with us the suitability of the property that they are considering. our properties are in the countryside, and bugs, spiders, wasps and domestic animals are common in rural settings. Please take note of this in case someone in your group has serious allergies.


Most of our houses are located in the countryside. Some of them can be accessed only by unsealed roads and driveways. We therefore advise people intending to take a sports or low-slung car on holiday, to check with us first whether the access to the property allows for such a car. We advise against the use of vans and minibuses. Please always check with us, at the time of booking, if you are planning to use this type of vehicle when staying at one of our properties.


Swimming pools are not open all year. If your rental period is outside the period May 25th to October 5th, please check with us if the pool can be opened. Swimming pools are not enclosed with fences and there are no lifeguards. Clients’ use of the swimming pool is at their own risk. Children must be supervised at all times. Neither the villa owners nor EDS and its Agents assume responsibilities for use of the swimming pools.


Heating costs are not included in the price and must be paid directly on the spot to the owner or his/her representative before departing. Please note that heating in Italy, when not subject to restrictions by the local Government, is more expensive compared to other countries. If you look for a property in low season, make sure to ask for an estimate of the heating cost. You may be asked a supplementary deposit for heating expenses.


Please note that most of the properties that we offer are not the typical purpose-built Mediterranean holiday villas. Most are converted farmhouses or former manor houses, full of character and history. Water shortages do occur; please use it sparingly during the summer months. At the same time, Italy is probably one of the few countries in the world where the government has introduced a system of electricity limitators to contain the national consumption. This means you must be careful when using more than one appliance at once because the limitator will shut the electricity off.


Many of our properties have an internet connection. From our experience, when a connection is interrupted due to technical reasons beyond our control, it is unfortunately very difficult, despite our efforts, to receive immediate assistance from some internet providers operating in Italy. We therefore strongly suggest that those who need to access their emails should bring their own BlackBerry, or a similar portable device. Please note that in any case we cannot accept responsibility for lack of these services (see also item 11).


Valuables left at the property are at the clients risk, neither EDS nor the owners (nor their staff) are responsible for their loss.


A local tourist tax based on the Decreto Legislativo n.23/2011 (tassa di soggiorno), has been introduced by the across year 2012 and most of the municipalities in Tuscany and other touristic areas have opted to apply it. The amount, set for a number of nights, varies from place to place and is to be paid directly by tourists on the arrival at the property.


In the event of any dispute concerning the terms and conditions of this contract, the court of law of Lucca will have jurisdiction and Italian Law will be applied. On signing the booking form the client totally and unconditionally accepts these Booking Conditions.

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