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Please email us at reservations@5starvacationrentals.com if you have any questions about European Vacation Villas or any of our policies.


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The Reservation Process     [ Return to Top of Page ]

Property Management by CUENDET & Cie Spa - Tour Operator
Authorised by the Province of Siena - Authorisation no. 0048 - prot. 01125,
L.R.T 51/1986 (L.R.T. = Tuscan Regional Law)

Booking Agent - 5 Star Vacation Rentals, LLC - USA

Top  1) RENTAL
Bookings are made on behalf of the owner of the property at the prices stated - CUENDET & Cie Spa – Strove/Monteriggioni (Siena). These prices are based on market conditions applicable at the time in which the CUENDET website is created.

Top  2) WHERE AND HOW TO BOOK
The renter makes his booking through the CUENDET BRANCH in his country via the 5 Star Vacation Rental website titled European Vacation Villas.

Top  3) PAYMENTS - RENTAL VOUCHER
As soon as the renter receives the written confirmation of his/her booking, he/she must pay a deposit equal to 25% of the rental price. The payment of the remaining balance must be carried out as follows: ITALY/CROATIA/GREECE: at least 42 days before the start of the rental period FRANCE/SPAIN/PORTUGAL: at least 56 days before the start of the rental period Upon receiving the full balance the renter will be sent his/her rental voucher. For bookings made less than 42 or 56 days (depending on the destination) prior to the start of the rental period, the renter must immediately pay the total amount of the rental price.

Top  4) MINIMUM RENTAL PERIOD - PRICES
The minimum rental period is generally one week, from Saturday to Saturday (if not otherwise indicated in the description of the property). In some specific cases, CUENDET reserves the right to accept only bookings for a minimum period of two weeks during July and August. The accommodations marked with the symbol have a minimum rental period of two weeks throughout the entire year. An owner can sometimes request the payment of additional cleaning if he/she accepts a booking of one week (if not normally authorised). CUENDET reserves the right to charge the renter this cost upon notice at the time of booking. The rental prices are per each accommodation and per week and are sub-divided according to the rental seasons as shown on the web pages. CUENDET reserves the right to modify the prices on the web page, in the event of considerable fluctuation with the exchange rates (valid for those countries not using EURO).

Top  5) INSURANCE
CUENDET and Cie Spa has all the compulsory insurance policies required by the EU and accepted by the various member states, as well as those of the Italian and Tuscan Regional laws, covering the tourist sector (commercial risks, bankruptcy, insolvency, personal injury to client, etc.). (C.C.V.= International convention for travel contracts, ratified in Italy by law n° 1084 dated 27/12/77 - E.E.C. DIRECTIVE 90/314 - L.R n° 16 of 08/02/94). Furthermore, the rental prices include a further three insurance policies:

1) Civil liability insurance for the client against accidental damage caused to the rental house.
2) Civil liability insurance for the client against accidental damage caused to furniture in the rental house.
3) Civil liability insurance for the property owner against injury caused to the client.

Top  6) ARRIVAL AND DEPARTURE
Unless otherwise indicated in the description of the property, arrival/departure must take place on Saturday at the following hours: Italy/Croatia: arrival between 5 p.m. and 8 p.m. Greece: arrival between 2 p.m. and 9 p.m. France/Spain/Portugal: arrival between 5 p.m. and 9 p.m., for the latter the exact time of arrival must be STRICTLY advised to CUENDET at the time of booking or subsequently thereof, so that the owner or his/her representative can meet the renter on the spot (in the event that the exact time of arrival is not previously advised the following arrival time will be advised to the owner: 6.30 p.m.); the owner or his/her representative will wait for the renter for no longer than one hour from the advised arrival time. Departure (for all destinations): between 8 a.m. and 10 a.m. Each change to the arrival date and arrival time must be advised to CUENDET and be approved by CUENDET at least 3 days in advance. In the case of unavoidable delay on the day of arrival, the renter must call CUENDET Customer Service Dept. between 4 p.m. and 8 p.m. - Tel. 0577 576310 (from Easter until October). In the event that the owner or his/her representative are not available and it is not possible to advise the owner or his/her representative of a late arrival, in the event that the late arrival was not previously advised of or in the event that the owner cannot accept a late arrival, the renter alone is responsible for the cost of the overnight stay in a hotel. The owner or his/her representative who is then obliged to make an unplanned displacement to the property is entitled to claim from the renter the reimbursement of his/her expenses.

Top  7) UPON ARRIVAL
On arrival the renter must present his rental voucher as well as his passport or identity card to the owner or his representative to enable them to proceed with their registration in accordance with Italian legal requirements.

Top  8) SECURITY DEPOSIT
When the keys are handed over to the renter, the security deposit, as stipulated on the CUENDET web pages or in the description of the property must be paid, in cash and in EURO to the owner or his/her representative. Such amount will be refunded at the end of the holiday less any deduction made for damage caused to the property or for any additional costs that were not included in the rental price. THE OWNER OR HIS/HER REPRESENTATIVE CAN REFUSE ACCESS TO THE PROPERTY IF THE SECURITY DEPOSIT IS NOT HANDED OVER. If a security deposit is not indicated on the web pages or in the description of the property, no security deposit will be requested. The renter is nonetheless responsible for any losses or damages caused to the property or its contents during the holiday. In the event of any damages CUENDET reserves the right to charge the renter the relative amount. Should the renter decide to leave the property prematurely the owner or his representative is authorised to refund the deposit to the renter by post (less any deductions for damages or any additional expenses) and only after having checked the inventory and the property in question. CUENDET declines all responsibility in the event of a dispute between the renter and the owner regarding the deposit.

Top  9) NUMBER OF PERSONS/SUBSTITUTIONS - PETS
Only those persons whose name appears on the Booking Form and whose presence has been registered with the authorities may use the property. The number of persons (adults and children) must not exceed the number of sleeping places indicated on the web pages except, only in the Italy program, in the case of infants (up to 2 years old) provided that the renter brings a travel cot and its relevant bed-linen. Any other exceptions are stated in the property description or on the web pages. The substitution of persons during the rental period is forbidden unless previously agreed upon with CUENDET. Pets will be admitted in those properties where the respective symbols are shown. Italy, Greece and Croatia: the renter is obliged to advise CUENDET at the time of booking if he/she is bringing any pets, stating the number and size as well. Any costs relative to pets is specified in the description of the property. France, Spain, Portugal: only one small or medium-sized pet is admitted in the properties with the symbol ˘, upon request to Cuendet and approval of the owner. In this case the client will be charged a sum of 37 Euro / 15 SFR / 20 UKL / 50 USD a week to be paid together with the total balance. It is compulsory that the renter supervise his/her pet(s) within the communal areas inside the property.

Top  10) CLEANING
The properties will be handed over clean and tidy and in good working order. The renter is obliged to hand over to the owner or his/her representative the amount due, in EURO (if shown on the web pages or in the description of the property) for the cleaning of the property. This amount does not however include the cleaning of the kitchen corner/the kitchen/the kitchenette such as dirty dishes etc. or the removal of rubbish which are the renter’s responsibility. If this has not been done, the owner or his/her representative is obliged to charge an additional expense in addition to the amount due. If no cleaning cost is foreseen, the renter must leave the property clean and tidy. If the property is not handed back in the above-mentioned condition, the renter must pay the owner or his/her representative on the spot the amount necessary for cleaning the property. If this should not occur, CUENDET reserves the right to request the above-mentioned amount within 14 days from the date in which the owner’s request is received.

Top  11) HEATING
ITALY: Given the situation regarding energy supply and the laws currently in force in Italy, the use of heating (when it can be switched on and off, temperature, etc.) is controlled by regulations which vary from region to region. As an indication, heating appliances may be switched on between November and April. Consequently, the heating, even when the cost is included in the letting price, can be used during the same period. FRANCE: if not otherwise specified in the description of the property or on the web pages, the heating costs are included in the letting price for the periods from 01.01 to 22.05 and from 25.09 to 31.12; in all of the France properties with seasons divided into A, B, C, D, E, F, G, H, I, L and the GREECE properties the heating costs are included in the letting price from 01.01 to 30.04 and from 1.11 to 31.12; SPAIN/PORTUGAL: the heating costs are included in the letting price from 01/01 to 01/04 and from 01/10 to 31/12; CROATIA: the heating, if foreseen, must always be paid for on the spot according to usage. The cost of heating, if based upon usage, must be paid directly on the spot to the owner or his/her representative before departing. If this should not occur, CUENDET will charge the renter in addition to the above-mentioned cost 11 Euro / 15 SFR / 5 UKL / 15 US$ for administrative costs.

Top  12) EXTERNAL MAINTENANCE
The owner or his representative reserve the right to have free access to the property for essential maintenance purposes (garden, swimming-pool etc...).

Top  13) ALTERATIONS - CANCELLATION CHARGES
For any alteration to the booking, or if the renter intends to transfer his/her booking to other persons, on condition that the accommodation and the period do not change, the renter has to pay the following amount: ITALY/CROATIA/GREECE: 24 Euro / 36 SFR / 15 UKL / 35 US$ 35; FRANCE/SPAIN/PORTUGAL: 62 Euro / 80 SFR / 30 UKL / 80 US$. CUENDET reserves the right to charge the renter any additional cost relative to the booking. Cancellation of a booking, even if it is substituted by another one, the following penalties must be paid: 15% of the total rental price if the cancellation is made at least 75 days before the start of the rental period, 25% of the total rental price if the cancellation is made between 74 and 43 days before the start of the rental period, 50% of the total rental price if the cancellation is made between 42 and 30 days before the start of the rental period, 90% of the total rental price if the cancellation is made between 29 and 1 day before the start of the rental period, 100% of the total rental price if the cancellation is made the day of arrival or in the case of no show. There may also be a $50 administrative fee charged to cover web site transaction fees.

Top  14) RESPONSIBILITY
CUENDET has visited and checked each property. The descriptions appearing on the web pages are accurate and have been prepared in good faith. CUENDET, however, declines all responsibility for any modifications made by the owners without its knowledge, unless it is impossible to totally or partially fulfil the contract and that the renter will not accept the partial fulfilment of the contract. In the event of any problems, the renter undertakes to do his best to resolve or minimise them in order to avoid any prejudices that could result.

If the renter is unable to do this, he must immediately get in touch with CUENDET by telephone on the Saturday evening of his arrival (open from 4 p.m. to 8 p.m. - from Easter until October - Tel. 0577 576310) or by no later than the following Monday evening (office hours from 8.45 a.m. to 1.00 p.m. and from 1.45 p.m. to 5.30 p.m.), confirming his complaints in writing within 24 hours by fax (0577 301149) or by e-mail (customerservice@cuendet.com). The renter is obliged to give CUENDET the time necessary to resolve the problem. Should there be no written complaint supplied as above specified and without an explicit authorisation by CUENDET, the renters who leave their accommodation prematurely forfeit their rights for a refund of the rental price, unless there is a legal right for them to have cancelled. Complaints received at the end of the stay will not be taken into consideration and no refunds will be given. If, for any reason beyond its control including force majeure, CUENDET has to cancel the booking made by the renter, CUENDET, in agreement with the renter, will offer the renter another property of equivalent standard, provided that CUENDET is able to provide this solution. If the price of the alternative property is less, the difference will be reimbursed to the renter by CUENDET. In the event that an agreement cannot be reached, both parties can retract from the contract. CUENDET will reimburse the renter for the cost received for the rental period and any other reimbursements are excluded.

Important information for all renters: As you are aware, the properties that CUENDET offer are not official tourist structures, such as hotels, residences, etc. but private houses. Being such, they do not have standards or categories that are internationally recognised, indeed they reflect, in their architecture and furnishings, the local traditions and the personal taste of the owner. This is precisely the kind of holiday that CUENDET offers: the chance to partake in the culture of the area chosen, living for a few weeks in the same surroundings as an inhabitant would. In order to live this experience in the right spirit, it is important not only that the renter

accepts but also that he will be able to appreciate the differences in the properties CUENDET is proposing in comparison with those where he normally lives. For its part, CUENDET has carefully chosen such properties using a minimum and maximum quality range within which it believes that any European and indeed a citizen of the world can find total satisfaction. CUENDET cannot however exclude the possibility that these differences can sometimes result in minor inconveniences - due to the special nature of its architecture and of traditions in the area - but which cannot be accepted as complaints.

Top  15) LAW AND JURISDICTION
In the event of controversies arising from the booking and the rental, the Florence Law Court only can deal with the matter and Italian law only applies. Signing the booking form and making the booking implies that CUENDET's General Letting Conditions have been understood and have thereby been accepted without reserve and without exception. If any of the conditions of this contract have become invalid or were invalid or if in this contract there should be a gap, the other conditions cannot be contested.

Please email us at reservations@5starvacationrentals.com if you have any questions regarding the reservation process.

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