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 by 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 may be charged a penalty of 3 nights.
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.
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.
TERMS OF USE OF THE CAR PARK
Art. 1) Object
These Regulations govern the conditions of use of the unattended private car park for cars and motorbikes in the Horstmann Hotels Group facilities. The introduction into the car park of motor vehicles, motorbikes or other vehicles with combustion, electric or hybrid engines (hereinafter referred to generically as ‘vehicles’) implies acceptance of these Regulations.
Art. 2) Use
Access to the car park may be regulated by a magnetic badge/remote control/licence plate reading system to open the barrier. In order to use the car park guests must first check in at the Hotel, where they will be given a card that is valid for the duration of their stay.
Art. 3) Fee and Payment
The user shall have access to the car park according to the established daily fee. The same fee shall be charged for all types of vehicles. The daily parking fee shall be charged to the room and paid at check-out. In the event that no fee is charged, and therefore use will be free of charge, the rules set out in these regulations will still apply.
Art. 4) Obligations
Inside the car park, the vehicle must be parked in the marked parking spaces, in order to guarantee order and decency within the area. When moving and manoeuvring within the car park, Customers are obliged to drive their vehicles with respect for the people and vehicles present, to proceed with caution and diligence, in compliance with the Highway Code, the signs present and any personnel in charge. Customers are therefore forbidden to: a) stop with their vehicle along the lanes; b) dump materials on the ground that may soil and/or damage the car park or the surrounding environment. Users who cause damage to facilities and equipment located in the parking area are obliged to promptly inform the Hotel Management or staff on site. The user must ensure that he/she locks his/her vehicle and does not leave any objects or valuables, animals, inflammable or explosive objects, or objects that could in any way attract attention or constitute a danger, in it. The car park is unattended and unsupervised. The Hotel reserves the right to take any action for its own protection in all cases of violation of the provisions of these regulations or for any damage suffered.
Art. 5) Limitation of liability
The car park, although forbidden to unauthorised persons, is not supervised or guarded. The Hotel has no obligation to supervise the parked vehicles and does not assume responsibility for safekeeping the vehicles (that remain in full legal possession of the customer owner who shall retain legal custody and the keys); therefore, it shall not be liable in any way for any damage or theft (consumed or attempted) caused by third parties to the vehicles, their accessories, luggage or other objects left in them. The Customer therefore releases the Hotel Management from any such liability. The customer assumes all responsibility in this respect and is committed to removing all items that may have relevance and value from inside the vehicle, thus exempting the Hotel Management from any responsibility that may arise from theft of said items or damage to the vehicle. The use of parking spaces does not mean that vehicles are handed over to the hotel. The customer receives exclusive availability to use a space for the duration of their stay at the hotel, without deposit or vehicle custody, as long as they pay for it with a magnetic badge delivery. This is due to the fact that: a) the Hotel does not know the type of vehicle, nor the specific place in which it is parked; b) the Hotel does not take over the vehicle at the entrance to the parking lot, nor does it cooperate with its return when leaving the parking; c) the Hotel does not have the physical possession of the vehicle (the keys are and must be retained by the Customer and the vehicle can move freely in the car park under the responsibility of the same). If damages caused by the hotel or their staff or those of companies hired by them are proven, then the user must give immediate notice to the hotel's reception staff on the day of the event, otherwise their claim for compensation will be forfeited. Failure to report promptly, however, before leaving the hotel will cause the user to forfeit any compensation and/ or reimbursement. The Hotel will therefore not be liable in any way for any damage caused to vehicles parked as a result of traffic in the parking lot driven by third parties, as well as for damages caused by acts of vandalism, popular riots, terrorism, or resulting from earthquakes, strong wind, snow, ice, thaw, floods, natural disasters or occurred due to force majeure as well as accidental falls of any kind (plants, foliage, pipes etc. by way of example). In the case of damage caused by collisions, accidents, or investments caused by users within the car park, the injured party has the right to claim compensation exclusively from the user who caused it, with no responsibility for the Hotel. In addition, it is excluded any liability also in terms of, possibly, a claim by the Insurer Institute that has provided for the payment of compensation to the insured Customer, who, upon entering the car park, declares to accept unconditionally the discipline and conditions of use of the parking, also in the matter of responsibilities that are exposed at the entrance.
Art. 6) Use restrictions
Only vehicles powered by petrol, diesel and electric cars are allowed to park. LPG and methane-fuelled vehicles will therefore not be allowed in the basement level areas.
Art. 7) Removal of vehicles
In the event of any violation of the provisions of these regulations that lead to situations of danger or obstacle to traffic and/or to the normal use of the car park, the Hotel may remove the vehicles in accordance with the applicable regulations, charging the user for the consequent cost of removal.
Art. 8) Final provisions
In accordance with Regulation (EU) 2016/679, the processing of information concerning users will be based on the principles of accuracy, lawfulness, transparency and protection of confidentiality. Customers who park their vehicles in the Hotel car park area accept these regulations and all the clauses contained herein. Any dispute arising from the use of the parking service as set out in these Regulations shall be submitted to the exclusive jurisdiction of the Court of Brescia.