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Frequently Asked Questions



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How to book an apartment?

Online reservation: You can book on line (through our on-line booking engine) by introducing your credit card details, arrival date, departure date, number of people occupying the apartment; then select the apartment of your choice and make the payment of the first night’s deposit.

You can also make the payment through Paypal: You will receive a confirmation via e-mail with the exact address, the name and contact number of the person who will meet you at the apartment and useful information about how to get to the apartment from the airport or from the central station of Florence.

If you prefer to pay the 30% of the reservation by bank transfer: choose this option in the reservation form and you will automatically receive our bank details and our fax number where you will need to send the receipt of the transfer.

(The reservation will not be confirmed until payment is done).


How do I make the payment for the reservation?

The prepayment can be made directly on-line by credit card, PayPal or bank transfer using a secure system. In order to extend your contract, we will require your  personal details, full name, arrival time to Florence and means of transport. Your booking will be fully effective as soon as you pay the pre-payment on-line, by bank transfer or by providing your credit card details over the phone or by e-mail. You can also book and pay on-line with your credit card in a secure and shortly way via PayPal.


What is the minimum stay in the apartments?

The minimum stay is 2 nights


Is it secure to pay on the Internet?

Yes, our system is totally safe, we accept VISA, MasterCard, American Express and Paypal.


Do we have to pay a deposit?

Yes, for the bigger apartments is necessary to pay a security deposit of 150,00 euro, while for the smaller ones (max. 3 people) it will be 100 Euro. This deposit will be returned except for any damage detected in the apartments. For the new year period the deposit amount will be doubled since the period of Top Season.


How can I change or cancel my reservation?

To cancel or modify your reservation, please contact us directly via email at or, specifying the details of your booking (name, surname, number of reservation, name of the apartment, etc).


Are the prices assigned per person or per apartment?

Prices are stated per night for the entire rent of the apartment, NOT per person.


Is there any charge for late arrivals?

Yes, our staff is available for the check-in service from 2 pm to 8 pm. For arrivals after 8 pm we will require a payment of 20,00 Euro for the late check-in service. Times can be flexible to meet the needs of our customers, according to the availability of the check-in referee. However please contact us in advance to ask for availability.


Are the apartments centrally located?

All our apartments are situated in the historic center of Florence, near all the most important monuments, museums and churches of the city.


Do you accept pets in the apartment?

No, usually animals are not allowed in our apartments. However if you are traveling for a very short time and your pet is small, clean and doesn’t make much noise that could bother the neighbors, we can make an exception as long as you contact us before booking.


Do you offer special rates?

Yes, throughout the year our agency creates offers that you can take advantage of for booking one of our beautiful apartments. We advise you to subscribe to our newsletter, this way you will be up-to-date with all of our deals. Visit our Offers and Promotions page to see the latest holiday deals and discounts.


What is the children policy?

We have the following special offer for families traveling with their children: Babies age 0-2 years-old stay free, baby cots are available free!


I am traveling with a baby. Is there a baby’s cot and chair included in the apartment? For free or at cost?

Yes, we have a baby cot for all children up to 2 years, completely included in the rate. Please contact us and inform us in advance in order to organize our staff and arrange the cot for satisfying your request. Please also visit the following page:

I am traveling with a car. Is there parking near the apartment?

There are several parking garages conveniently located near all of our apartments in the city-center. However be sure to visit our Parking in Florence page for essential information about the traffic regulations enforced in Florence. You will likely need a special permit to drive and park in the center. There are strict traffic controls in the historical center of Florence to limit damage to historical sites and to accommodate the high level of tourist and pedestrian traffic.


Can I smoke in the apartment?

No, smoking is not permitted in our apartments.


Can I move or rearrange the furniture in the apartment?

We cannot allow the furniture to be moved or rearranged during your stay.

What documents do I need at check-in?

According to the current law, upon arrival you will have to give a valid identity document such as identity card, driving license – only for EU – or passport – for all non-EU people), which will be promptly returned. Your information is processed in accordance with the existing privacy laws. The data that are in our possession are exclusively those voluntarily provided by users through forms, email, fax or phone calls to request the services offered by our apartments. Their use is reserved exclusively to the relative availability / booking, will not be disclosed to third parties, and you can also request their cancellation at any time by contacting us. For any question about it, please contact us.


Are the taxes included in the price?

No, from the 1st October 2014 the municipality of Florence established that the City Tax, (which already was due for stays in a hotel) has to be paid also for holiday rentals stays. The cost is then 2,00/2,50 Euro per person per night for up to 7 nights. This fee is not included in the rent price of the apartment. Children under 12 years old do not have to pay this tax.


What are the entry and exit procedures to/from the apartment?

You will receive from our staff an email with instructions of arrival and check-in / check-out info: you must call the phone number provided at the moment of booking. Also at your check-in you will have to communicate us the time of your departure so that the personnel can return to pick up the keys.


Where can we get the keys?

Upon your arrival, it will be a pleasure for us to give you the keys of our apartment as long as you keep them carefully. In case of loss of the keys we will be forced to impose a penalty charge of the amount of 50,00 Euro. We always remember to properly close the door every time you leave the apartment to ensure your safety: the staff will not be responsible of any possible disappearance of personal belongings and valuables.


What happens if I lose the keys?

In case of loss of the keys we will be forced to impose a penalty charge in the amount of 50,00 Euro.

What are the check-in and check-out times?

Arrivals are expected in the afternoon after 2 pm (for arrivals after 8 pm you have to pay € 20,00 for the late check-n service); leavings are expected in the morning within 12 pm; for customer’s exigencies, times can be flexible, in relation with availability of the apartments and the staff.

• Check-in, at the apartment, is after 2 pm.

• Check-out is within 12 pm.


Can I enter the apartment before the established schedule?

Yes. If on the day of arrival the apartment is free and there is no customer departing  we can let you in before the established check-in time.  Please note that you must leave the apartments by 12 pm of the departure day, unless you came to a different agreement with the Manager concerning the schedule of the check-in day. Our staff needs a few hours to clean and arrange the apartment. Please contact us in advance to inform us about the exact time of your arrival and set an appointment. Otherwise you can come and deposit your luggage in our beautiful and spacious office located near the central station of Santa Maria Novella (Via della Scala 10, Florence) following this schedule: MONDAY TO FRIDAY –> FROM 9:00AM TO 1:00PM and FROM 3:00PM TO 7:00PMAfter this times YOU CANNOT LEAVE YOUR LUGGAGE IN THE OFFICE because it is closed! SATURDAY AND SUNDAY CLOSED ALL DAY!


Can I store my luggage in the apartment on my departure day?

No, unfortunately it is not possible because the apartment must be released, so that our staff can clean and rearrange the rooms for the next guests. Otherwise you can come and deposit your luggage in our beautiful and spacious office located near the central station of Santa Maria Novella (Via della Scala 10, Florence) following this schedule: MONDAY TO FRIDAY –> FROM 9:00AM TO 1:00PM and FROM 3:00PM TO 7:00PMAfter this times YOU CANNOT LEAVE YOUR LUGGAGE IN THE OFFICE because it is closed! SATURDAY AND SUNDAY CLOSED ALL DAY!


Who will meet me in the apartment?

There will be our check-in personnel to welcome you and give all the instructions for using the apartment as well as guidance and advice for visiting our beautiful city.


Is there any cost for cleaning?

Yes, the final cleaning service at a cost of Euro 35, not included in the rate of the rental.


Are bed linen and towels provided in the apartment?

All our apartments are delivered clean and in perfect order with bed linens and towels in pure cotton Made in Italy.


What services are included in the price?

The rates include all utilities (water, electricity, gas), Internet access, heating, air conditioning (only for apartments equipped), and toilet paper for the bathroom, dish soap, hand soap, tablecloth, tea towels, bags for trash.


If I have a problem during my stay in the apartment where should I call?

For any problem or emergency, you can call the the check-in clerk’s phone or our Manager’s, whose number is also written in the Instructions and House Rules book (which are especially prepared for our customers and that you will find in the apartment).


How can I get to the apartment from the airport or the train station?

From the Central Station of Santa Maria Novella, you can easily walk to all of our apartments in about 10/20 min. Alternatively you can also find the taxi rank just outside the station. From the Amerigo Vespucci Airport of Florence, you can take the bus and get to the Central Station of Santa Maria Novella and from there continue on foot towards the apartment. Otherwise, you can also find the taxi rank in front of the Airport entrance and you can reach the apartment at a cost of about 25 Euro.


Is it possible to hold parties/social meetings in the apartments?

None of our apartments are available to organize meetings or parties of any kind (ex: stag or hen parties / bachelor or bachelorette parties, European Championship matches or Italian football matches meetings etc.). Furthermore all illegal activities are prohibited.


Is Internet included with the apartments?

Yes, at the check-in we will provide user id and password for Free Internet WiFi access.


What is the city tax? Do I have to pay it?

From 1 July 2011 the City of Florence by resolution of the City Council No. 230/33 of 06.20.2011, integrated by resolution No. 21/2012, has established the “’tourist city tax”. The tax is applied to non-residents overnight stays in the city of Florence and for a maximum of 7 consecutive nights. The tax rate for this tourist structure is 2,00/2,50 Euro per person per night. There are the following exemptions:

a) children up to twelve years old;

b) people who care for patients admitted to local hospitals, including outpatient care, for a maximum

of two assistants per patient;

c) patients who make hospital care in outpatient care;

d) students of the University of Florence

It is also provided a 50% reduction of the tourist tax in the following cases:

a) groups of lower and upper secondary schools in Florence in teaching visit;

b) athletes under the age of 16 years, members of groups participating in sporting events and tournaments organized in collaboration with the Municipal Administration.