Commercial Policy
CONTRACT AND RESERVATION
The reservation is accepted – and the contract is stipulated – only when Horstmann Hotels Group sends the confirmation, also with electronic transmission.
Each modification, or addition/implementation will be valid and binding only if written, and with a later date compared to the date of Horstmann Hotels Group confirmation.
IDENTITY DOCUMENTS
Upon arrival, during the check in, proper documents of any member of the group are required: identity valid identity card or passport. Minors on parents’ passport may not travel with this document. They are required to show their own identity document with photo. Without this document it is not possible to do the check in. In case of the age is inconsistent with that indicated in the reservation the hotel/camping/reception is supposed to claim the price difference, and the amount has to be paid on arrival.
TAXES AND FEES
In any time the Italian Townships have the right to levy the tourist tax. The client has to pay it directly in hotel on arrival, in compliance with the existing regulations. Our prices are VAT included; if the tax should vary, and may grow, the difference has to be paid directly in hotel.
PARKING
Where available, parking places and garages will be assigned. For any information about price and reservations, please ask in the reservation or at the reception of each facility.
PRICE
The prices of the touristic services are expressed in Euro. Reductions on “special offers” cannot be combined.
ACCOMODATION
In all Horstmann Hotels Group facilities the accommodation is intended in rooms, in camping is intended in Mobile Homes, all with private bathrooms. We suggest to check the room-type / Mobile Home in the description of any hotel /camping.
ALTERNATIVE ACCOMODATION
If the accommodation foreseen by the contract is not available because of the following reasons, Horstmann Hotels Group can put at client’s disposal an alternative accommodation of the same quality, with possible small and justified differences. The reasons which justify an alternative accommodation are, for example: not usable rooms, modification of flights times, a longer stay of the guests in hotel who haven’t yet left the room, extension of overbooking, services which have become too expensive due to extraordinary and unpredictable occurrences.
MODIFICATIONS AND TERMINATION OF THE CONTRACT.
In case of cancellations of already confirmed reservations, variation costs and cancellation penalties are due. The amount can be calculated on the basis of the contract conditions on the reservation, on catalogue or on our website, will be transmitted from Horstmann Hotels Group on client’s request.
Penalties in case of contract termination from the client.
Up to 4 days before arrival no penalty is foreseen. In case of cancellation or later modifications or no show a penalty of 30% of the total reservation amount is foreseen.
It is possible to modify a reservation contacting us at booking@horstmannhotels.com. For early departures, up to 3 days may be charged for stays longer than 3 nights. In case of stays of up to 3 nights, a penalty of 50% of the total nights not used will be applied.
The prepaid rate does not foresee any kind of refund. The entire amount will be charged in case of cancellation, no show/ no arrival or early departure.
Horstmann Hotels Group declines any responsibility for any kind of damage, direct or indirect which clients can suffer, for example lost or theft of properties, illness or accident while clients use the equipment of the hotel/camping, apartment, or during entertainment shows or potential strikes which delay arrival or departure, not chargeable to our staff or occurrence during the stay or during the transfer to and from the hotel/camping/apartment.
COMPLAINT AND REFUND REQUEST
Potential problems must be immediately reported to the hotel/camping/reception, with the specific form, available in every reception, in order to allow the director to intervene quickly. If it is not possible, the customer care will replay via electronic mail, if the client deliver the notification within 30 days. The potential refund, proportional to the certified damage, can be delivered as a voucher, which can be used in future reservations in our facilities.
OTHER TERMS AND CONDITIONS
All other terms and conditions not clearly explained in this policy, for example check-in/check-out, particular treatments and so on, are regulated in the reservation, which is the only document that allows the fruition of the services booked.
CLAUSE AND GENERAL INFORMATION
If not clearly expressed in the contract between client and Horstmann Hotels Group following definitions are valid:
Client is the natural or legal person that stipulates a hotel stay contract and / or a contract to buy a holiday forfeit package, as a host or in the name of or in behalf of a guest.
PETS
In some Horstmann Hotels Group facilities only small pets are allowed. On arrival in the facility the presentation of the pet’s health documents on request is mandatory. All detailed information are on the facility website, in the “Pet Friendly”.
ROOMS ASSIGNMENT AND LEAVE PROCEDURE
Rooms are assigned from 15:00 p.m. on arrival day and must be freed within 10:00 a.m. on departure day.
ASSISTANCE AND INFORMATION POINT
Assistance and information can be received at the tel.nr.0365 954026. The assistance in the facility is at disposal for needs during the hotel stay.
WI-FI
The client can turn to the reception staff in any facility to get the service. Use instructions and references are on each facility directory.