Please Note: These are our standard terms and conditions. Some properties have additional property specific terms and which will be sent to you prior to making a Booking.
Lemon Tree Rentals Limited Booking Terms and Conditions – it is important you read and understand these prior to making a reservation. These are the terms and conditions on which your Booking is made.
In our relationship with you, we sell our Properties and act as the Principal in this contract. Our obligations are those of a Principal and we operate under the Tour Operators’ Margin Scheme (TOMS).
The Lake Garda Villa Company is a trading name of Lemon Tree Rentals Limited, registered in England and Wales (Company Number 6566064). Our registered address is 128 City Road, London, EC1V 2NX.
Contents
- General
- Third Party Websites
- Website Information
- Bookings
- Use of the Accommodation
- Number of Persons
- Arrivals & Departures
- Security Deposit / Damage Waivers
- The Cost of Stay, Payments & Charges
- Tourist Tax
- Italian Guest Registration
- Changes or Cancellations
- Covid-19
- Insurance
- Our Responsibility to You
- Complaints
- Force Majeure
- Special Requests
- Passports & Visas
- Pets
- Concierge & Personalised Extras
- Our Website
- Privacy & Data
Definitions
We or Us: means Lemon Tree Rentals Limited
Booking: means your request to stay at the Property once it has been confirmed by us.
Check-In: the date and time when the Property will be made available to you.
Check-Out: the date and time when the Property should be vacated by you as set out in the Booking.
Property Supplier: the owner of the Property (or their representative).
Property: the Property specified in your Booking
Property Specific Terms: specific rules applicable to a Property provided to you by us or the Property Supplier
General
By Booking a Property you agree on behalf of yourself and all those named on the Booking to all terms and conditions contained within. In addition, you agree on behalf of yourself and all those named on the Booking that, when making a Booking for a Property with age restrictions, that all members of your party are of the appropriate age in accordance with those restrictions.
The contract is binding on you and all members of your party including children. It is your responsibility to ensure that you and all members of your party are aware of and accept the whole of the contract and the obligations contained in it. Your arrangements are effective from the date the contract is formed until the last member of the party has completed their stay.
You are responsible for ensuring the details you provide to us are correct. We are not liable for mistakes in information that you have given to us.
You may decide to make one or more Bookings with us at the same time. The price charged in total for more than one Booking will always equal the prices charged separately for each individual Booking. Any multiple Bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992.
You confirm that the person making the Booking is over the age of 21.
Third Party Websites
We may provide links to third party supplier websites via our website such as car hire providers. Lemon Tree Rentals Limited is not responsible for the content of such websites. We do not accept any liability in relation to these websites whatsoever. All contracts for services featured are directly with the supplier whose own terms and conditions will be applicable.
Website Information
Lemon Tree Rentals Limited takes the greatest care to ensure the accuracy of all information contained on our website. There may be small differences between the actual Property and its description and photographs. In the unlikely event that some facilities or services become unavailable, we will inform the party leader as soon as reasonably practical, as soon as we become aware of the situation.
Photographs are intended to give an overall impression of the Property. We are not liable for any items of furniture or fittings, which appear in the photographs, which may have been changed or removed from the villa and any aspects of the villa environment which may have changed since the photographs were taken.
It is your responsibility to make relevant or necessary enquiries with us, before renting any of our properties.
We cannot accept responsibility for any changes or closures to local services or attractions mentioned on our website, by the Property Suppliers, or advertisers. We make reasonable efforts to make sure that information we give you about the Property and its facilities or services, as well as other services, is accurate and complete. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any Property or its facilities and services, unless this was caused by our negligence.
The information provided by Lemon Tree Rentals Limited does not constitute any form of advice or recommendation by us and is not intended to be relied upon by you in making any decision to rent a Property.
You acknowledge that the Property is not a hotel but a private Property being let for self-catering holidays. As such, you accept that the Property does not have standards or categories recognised internationally, but instead reflects, in its architecture and furnishings, the local traditions and personal taste of the Property Supplier.
Any map locations are approximate only and do not necessarily show the exact location, but only the general vicinity. Please contact Lemon Tree Rentals Limited for confirmation of the location.
Bookings
We will provide you with written confirmation once we have accepted your Booking.
Please note that all Bookings are provisional until the deposit has been paid and the Booking is confirmed. You will receive confirmation via email and normally within 24-36 hours of Booking. A contract shall only arise when we have received the deposit payment and your Booking is subsequently confirmed by email. Your Booking confirmation will be sent to the party leader. Please check this email carefully and contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete. It may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 5 working days of Lemon Tree Rentals Limited sending this to you.
We reserve the right to refuse any Booking.
Bookings are not transferable to another party, unless agreed in writing..
If we are unable to accept your Booking, we will inform you of this and will not charge you. If you have already made payment, we will refund this to you. This might be because your chosen Property is no longer available, or because we have identified an error in the price or description of the property.
Use of the Property
The properties are advertised as short-term holiday lets only and cannot be sublet or used for any other purposes without express written consent from us. We or the Property Supplier may terminate your Booking without refund in the event you breach this condition.
All event Bookings such as weddings, parties, single sex groups, stag and hen parties are by request only and subject to prior written agreement. We or the Property Supplier may terminate your Booking without refund in the event you breach this condition.
Please note that any Event Booking may be subject to additional charges, venue hire fees and a higher security deposit over and above the website rental rates and fees. This will be communicated to you at booking.
You agree to comply with the regulations set out in any manual at the Property and any other regulations reasonably specified by the Property Supplier and ensure that they are observed by all members of your party. These guidelines also include smoking, rubbish removal and checkout rules. Failure to do so may result in cleaning charges or local fines which may be deducted from the security damage deposit.
You shall report to the Property Supplier any damage or breakage occurring during the rental period and undertake to maintain the Property and its amenities in good condition. Any breakages or damage that are found on arrival, and that occurred before your stay, must be reported within 24 hours of check in to the Property Supplier.
You agree not to cause any damage to the Property nor to do anything that be reasonably considered to cause a nuisance or annoyance to the Property Supplier or to any other occupier of adjoining or neighbouring Property.
You agree to take all necessary steps to safeguard your personal belongings while at the Property.
You agree to allow the Property Supplier access to the Property at any reasonable time during your stay for the purpose of essential repairs, in an emergency or to ensure you are complying with the Booking Contract.
The Property Supplier can refuse to allow you into the Property or ask you to leave if it reasonably believes that you are behaving or have behaved illegally or antisocially or that damage has been, is being or is likely to be caused. If the Property Supplier takes this step, the Booking will be cancelled with immediate effect and no refund will be due.
You are liable for the full value of any damages (due to negligence, accident or otherwise) you or your party cause during your stay. Lemon Tree Rentals Limited are under no obligation to you in this event. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the Property Supplier or any third party as a result of you or your party’s actions whilst using the Property.
Swimming pools are generally open and available from April / May until the end of September and are very weather dependant. The period when a swimming pool is open may vary depending on the property. It is important to note that even if a pool is open during the cooler months, it may bot be suitable for swimming. If you are travelling outside of the peak summer periods (generally May to September) please check with us if the pool will be available. We do not guarantee pool availability outside of the peak season.
Number of Persons
You will be notified of the maximum number of people who are permitted in the Property and you may not exceed that number.
Only those persons whose name appears on the Booking Form may use the Property. This can be amended up to 48 hours before the start of the rental period, subject to written confirmation from us.
The substitution of persons during the rental period is not permitted unless previously agreed with us.
The Property Supplier reserves the right to refuse admittance and terminate your Booking without refund in the event the number of persons arriving exceeds the number on the Booking form or the maximum sleeping places available.
Arrivals & Departures
You agree to arrive at or after the Check-in time (usually 1600 – 1900 but please check your Booking Confirmation).
On arrival you must present your Booking Voucher (sent to you after payment of the final balance) as well as your passport or identity card. You must also provide the Security Deposit payment, Italian Tourist Tax and any other extras to be paid as shown on your Booking Confirmation and where applicable.
The Property should normally be vacated by 1000 (unless otherwise stated) and left tidy and in a similar condition to when you arrived.
The Property will not be available at any time outside of the times & dates booked by you and the Property Supplier may retain the Security Deposit or otherwise charge you a reasonable sum for any costs incurred if you have not left the Property at the Check-out time
For each Property booked, you will receive specific arrival information including directions. You may be welcomed in person by local staff or you may be required to access the Property with the use of secure gate and door codes. You will receive all relevant information on payment of your final balance, or shortly afterwards.
Security Deposit / Damage Waiver
You will be informed of the amount of the Refundable Security Deposit to be paid, at the time of Booking. This is to cover any eventual damages that you and/or your party cause to the Property. This is also to protect the Property Supplier against any breakages, loss or unpaid local charges.
This is usually due in cash or credit card and local currency (unless otherwise stated). The deposit due, when it is due and its method of payment will be shown on your Booking Confirmation.
If no deductions are required, your security deposit will be refunded in full to you on your departure from the Property. In some instances, this maybe up to 20 working days after but this will be communicated to you beforehand.
The cost of any damage to the Property or to any items in and/or at the Property caused or any service charges incurred by you or any member of your party will be deducted from the security deposit at the end of your stay.
You remain liable for the full cost of any repairs or replacements required or other losses incurred by the Property Supplier (in addition to any deductions made from the security deposit) due to accidental or negligent breakage, loss, damage or other injury to the Property and/or the contents therein.
The Property Supplier has the right to deduct supplementary charges from the security deposit if the Property is not vacated at the stated time or in the event of any other breach of this agreement by you.
In some cases, the Refundable Security Deposit is replaced by a Damage Waiver. This will be shown in your Booking Confirmation and will be charged on Booking and added to the total cost of the rental.
Any dispute regarding the security deposit is to be addressed to the Property Supplier at the moment of check out, if not before.
The cost of your stay, Payment and Charges
The price of your rental including Security Deposit and any extras will be notified to you prior to your request to book being confirmed.
We will confirm the dates for payment and the price of your rental at the time of Booking and you must ensure that you make the payments on time.
Lemon Tree Rentals Limited reserves the right to increase or decrease the prices of the Property. The price of your stay will be confirmed at the time of Booking. Lemon Tree Rentals Limited reserves the right to correct errors in advertised prices.
Please note, changes and errors occasionally occur. You must check the price of your stay at the time of Booking.
In order to confirm your stay, a deposit must be paid at the time of Booking. The amount will be confirmed at the time of Booking and before payment is requested.
Payment may be made by debit card, credit card or bank transfer.
All prices are British Pounds Stirling (GBP) . We can accept payments in EUR. Please enquire on Booking.
If you use a foreign currency card when making a GBP or EUR payment, your card provider will automatically convert your home currency into GBP or EUR, depending on the currency selected.
We reserve the right to amend the price of confirmed Booking solely to allow for increases which are a direct consequence of changes to currency exchange rates and between the date of Booking and the balance due date. While Lemon Tree Rentals Limited will absorb and you will not be charged for any increase equivalent to 3% of the price of your Booking, the balance amount may be increased slightly for any currency increase over and above 3%. There will be no changes made after the balance amount has been paid.
The Booking is considered confirmed in its entirety only when all payments have been settled, the Booking has been approved and we send you your Final Confirmation.
If you fail to pay any sums (including the Security Deposit) by the due date, we reserve the right to treat your Booking as cancelled by you. In this case, cancellation charges may be payable.
Tourist Tax
The Italian Authorities require a tourist tax to be paid across the entire Italian territory.
The tourist tax will vary between regions and must be paid on arrival at your destination. Tourist Tax is not included in the price of your rental, unless specified in writing on your Booking Confirmation.
Lemon Tree Rentals Limited will endeavour to keep you up to date on Tourist Tax charges. These charges depend entirely on the local authorities in that country and/or region and therefore may be introduced without our prior knowledge and are subject to changes beyond our or the Property Supplier’s control.
Lemon Tree Rentals Limited is not responsible for omissions and errors on any information regarding Italian Tourist Tax.
Unless otherwise stated, this payment is always due in cash (local currency only) and on arrival.
Italian Registration & Guest List
You agree that you will provide all the details of your party prior to arrival. This is the list of people including you who will share the Property.
Italy requires guests staying in hotels, bed & breakfast and rental Property to report their presence to the relevant local authorities. Failure to so may result in a penalty fine.You will be required to provide your details either prior to or on arrival at your Property. You may be provided with an online registration form to complete. You will have to provide a scanned copy of your Passport (party leader only) together with details (name, date and place of birth) for all members of the party.
Changes or Cancellations
Your Rights to Cancel or Change your Booking
Should you wish to make any changes to your confirmed Booking, you must notify us by email as soon as possible. We will do our best to accommodate you. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests.
Please ensure that you have received written confirmation of any changes to your Booking prior to travel in the event your amendments can be facilitated.
Any change is subject to availability. An amendment fee of £ 30 GBP may be payable together with any associated costs.
You must give notice to cancel in writing via email. The effective date of cancellation will be the date we receive your written instruction..
We strongly recommend that you take out travel insurance with cancellation cover. Whilst we allow you to cancel your Booking, we cannot guarantee that we will be able to refund any part of the payments you have already made.
If you are unable to travel to the Property for any reason, or you do not arrive on the day of Check-in without notifying the Property Supplier, this will be treated as a cancellation.
Refunds and Cancellation Charges
Please note that in the event you wish to cancel your confirmed Booking, the deposit will not be refunded. Any balance payments may be partially refunded or not at all. You should therefore take out suitable travel insurance to cover the risks that may lead to such an eventuality.
Please note that in some cases, you may be entitled to a partial refund of your deposit. This will be shown in the property specific terms which will be sent to your prior to making a Booking.
Any cancellation charges may be recoverable by you under your travel insurance policy, depending on its terms.
Our Rights & The Property Supplier’s Rights to Cancel or Change your Booking
Occasionally, we may have to make changes to and correct errors on our website descriptions and other details both before and after Bookings have been confirmed. When we become aware of any such error, we will ensure that we act promptly and will endeavour to notify you as soon as reasonably possible. Whilst Lemon Tree Rentals Limited always endeavours to avoid changes and cancellations, we reserve the right to do so.
If you fail to pay any sums (including the Security Deposit) by the due date, we reserve the right to treat your Booking as cancelled by you.
If we have to significantly change or cancel your booking due to events beyond our control (see Force Majeure below), we regret to inform you that we will be unable to pay you any compensation or meet any costs or expenses you incur as a result. You will, however, be entitled to receive a refund of the monies you have paid us, less any costs that we have incurred in relation to your booking that we are not otherwise able to recover.
If we are required to significantly change or cancel your booking for any reason which is within our reasonable control and where we cannot provide you with a suitable alternative, a full refund of all monies paid will be made to you. However, we will have no further liability to you and we cannot meet any expenses or losses that you may incur as a result of any such change or cancellation.
We strongly recommend that you take out comprehensive holiday insurance to ensure against any losses incurred by a cancellation.
Covid19
Please do check for travel restrictions before booking and travelling to an accommodation. Travel may only be permitted for certain purposes and other restrictions may apply. For up to date advisories for Italy, please see the UK government website:
https://www.gov.uk/foreign-travel-advice/italy
Following the declaration of COVID-19 as a global pandemic by the World Health Organization, COVID-19 and its consequences are no longer unforeseen or unexpected.
As such, cancellations and/or amendments due to COVID-19 related circumstances are not provided for in these terms and conditions. Covid related circumstances may include (but are not limited to): travel advisories and restrictions; quarantine laws; transport disruptions and cancellations; border closures and lockdown restrictions.
Any cancellations are subject to the usual cancellation policy shown above, unless otherwise stated by way of written confirmation from ourselves.
It is your obligation to travel safely and responsibly and to adhere to the latest government guidelines, both in your home country and Italy
Insurance
It is essential that you have a comprehensive travel insurance cover which is adequate for your needs. The policy should provide cover for you and your party against cancellation, the cost of assistance (including repatriation) in the event of accident or illness; medical cover, loss of baggage, and money/personal effects. Accordingly, any such losses incurred are your responsibility.
We also recommend that you take out personal liability and accidental damage insurance for all members of the party to cover against accidental or negligent damage to the Property and to protect against loss in the event of a deduction from the security deposit.
Our Responsibility to You
We select our Property Suppliers with reasonable skill and care. We are not responsible for the performance of our Property Suppliers and we have no liability to you for the actual provision of the accommodation service; except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the Property Supplier with reasonable care and skill, we will have no liability to you for anything that happens at your Property or during the course of your stay, or any acts or omissions of the Property Supplier, their representatives or other third parties.
We will not be liable or pay you compensation for any injury, illness, death, loss (for example loss of possessions or loss of enjoyment), damage, expense, cost, or other claims of any nature or description.
If you have made any independent arrangements to complement your Property rental, we will not be liable to you for these. Please discuss your needs with your travel insurance provider to ensure you receive appropriate cover against any adverse cost risk.
The descriptions of the Properties contained on our website are accurate at the time of publication and made in good faith. Please check the website before making a booking for the most up to date descriptions. We do not carry any liability in the event that the Property Suppliers have made modifications to the Property without our knowledge, or in the event that there is any construction/building works taking place or any alteration to the landscape in the near vicinity of the property. You will be notified in writing of any changes that are being made to a property, or of any anticipated/current construction projects in the near vicinity, where we have been made aware of them. We shall use reasonable endeavours to amend and update the website descriptions accordingly.
Panoramic views and privacy often entail a certain amount of elevation and distance from main roads so please be prepared for some roads with a certain degree of incline. Access roads to rural Properties may be rough, twisting, and/or bumpy and drivers of low cars should check with us in advance to ensure that access is possible. We shall not carry any liability, in any event, for any damage caused to any vehicle, whether rented or owned.
Neither we nor the Property Owners can be held responsible for noise or disturbance which comes from beyond the boundaries of the Property or which is beyond the Property Supplier’s control. If we know about a problem before you arrive, we will contact you to let you know.
Neither Lemon Tree Rentals Limited or the Property Supplier shall be held responsible for the breakdown of mechanical equipment such as pumps, boilers, swimming-pool filtration systems, nor for the failure of public utilities and/or services such as water, gas, electricity, telephone or internet.
Your Health and Safety
Swimming pools and jacuzzis carry their own inherent risks. You must ensure that you and all members of your party take great care when using or being near any swimming pool(s) at the Property. You should make sure you and all members of your party are aware of the depth and layout of the pool prior to use. You must ensure that no-one dives into the pool at any time or enters it while under the influence of alcohol. Children must be supervised at all times by a responsible adult. We and the Property Supplier have no liability for any death or personal injury arising from use of or connected with the swimming pool.
Complaints
If you have cause for complaint whilst on holiday, you must report this directly to the Property Supplier to allow them opportunity to rectify any problem. In the event that you are still not satisfied upon your return from holiday, you must write to us giving full details and within 28 days of the end of your holiday.
If you fail to notify the Property Supplier of any dissatisfaction during your holiday then your rights under your contract may be affected.
Lemon Tree Rentals Limited will be liable only where any such complaint has arisen out of our specific negligence.
For the avoidance of doubt, you shall always first contact the Property Supplier and not Lemon Tree Rentals Limited if you have any complaint in relation to the Property.
If information is given over the telephone to you from our office, it is important to ascertain that this information is confirmed in writing. We advise you to ensure you receive email confirmation of any information verbally provided and that it is shown on your Booking Confirmation or in a letter from ourselves. Telephone conversations can sometimes be either misinterpreted or misunderstood. Lemon Tree Rentals Limited therefore do not accept responsibility for verbal information.
Force Majeure
We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of “force majeure” or events beyond our control. For this reason, we recommend you purchase suitable travel insurance to ensure against any losses incurred under these circumstances.
In these Booking Conditions, “force majeure” means any event which we or the Property Supplier in question could not, even with all due care, foresee or avoid. Such events may include, but are not limited to, war or threat of war, riot, civil strife, epidemics, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, epidemics, adverse weather conditions, fire and all similar events outside our control.
Special Requests
If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of Booking. We will pass on all such requests to the Property Supplier, but we can’t guarantee that they will be met, and we will have no liability to you if they are not.
Passports and Visas
You are responsible for arranging, and must be in possession of, a valid passport and any visas required for the whole of your journey. Information about these matters is given in good faith but without responsibility on our part.
Pets
Pets are permitted in some Property (information is shown on our website) and only with written confirmation from us.
An additional accommodation charge may be applicable for bookings that include pets. This additional charge will be clearly shown on your booking and the fee is payable prior to your arrival at the property.
Please do not leave your pets alone or unsupervised at the property at any time during your stay.
Pets are not permitted in the bedrooms or on the furniture at any time.
We nor the Property Supplier can accept responsibility for the safety of your pet.
You should bring your own pet provisions, including bedding, food and water bowls.
Pets should be cleaned and fully dried off before entering the Property.
In the interests of health and safety and out of consideration for others it is important that you clean after your pet and dispose of any mess in a responsible way.
You are responsible for any damage and / or mess caused by your pet whether inside or outside the property the Property Supplier is permitted to make any necessary deductions from the security deposit.
Concierge & Personalised Extras
All Personalised Extras are provided by third party, independent suppliers which are neither owned nor operated by Lemon Tree Rentals Limited. Any information relating to an extra service is provided by the supplier and we are not responsible and accept no liability for the content or description in relation to the service(s) on offer or services provided by third party suppliers.
All Personalised Extras are dependant on availability.
Whilst every effort is made to keep the description of our experiences and activities up to date, the provider may cancel or amend your experience at their discretion for many reasons, including where it considers there may be a risk to your comfort, health or safety.
Some excursions/activities (e.g self-drive boat hire, diving etc.) may contain an element of risk or require a good level of physical fitness, and, if in doubt, you should contact us so we can put you in touch directly with the local provider before you decide to confirm your Booking. Please also check that you are covered for the activity(ies) in question by your travel insurance policy.
Your contract will be with that provider and will be subject to their standard terms and conditions, and it will not form part of your contracted arrangements with us. Any complaint (including any allegation of breach of contract or negligence) should be taken up with the excursion/activity provider directly. We will do our best to assist you but will have no liability in relation to the performance of that contract.
Our Website
Lemon Tree Rentals Limited reserves the right to update any of its terms and conditions at any time, as may be required and as may be in line with the company’s business. The obligation is placed on all users of the website to ensure adequate measures are taken to maintain an awareness of such terms and conditions on a regular basis. By agreeing to use this site, it is implied that any such changes are accepted by any such third party and, that any such third party undertakes to comply with any such changes.
Whilst Lemon Tree Rentals Limited do their utmost to maintain the accuracy of the information contained on our website, we cannot be held liable for any errors or omissions that may arise or be responsible or liable for any negligence in relation to information on or accessible from this website.
Privacy Policy
Your privacy is important to us here at Lemon Tree Rentals Limited. To better protect the privacy of our online users, we provide this statement explaining our online information practices. You, the consumer, are then able to make the choices needed in the way your information is collected and used. Our Privacy policy is easy to find – you can find a link on each page of our website.
Our Commitment to Data Security
To prevent our site from unauthorised access, to maintain data accuracy, and to ensure the correct use of information, Lemon Tree Rentals Limited has put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information collected at this site. We conform to the requirements of the Data Protection Act, 1998. Registration Number Z2282156.