The official document to book the property is always subject to the rules governing the following terms and conditions.
Genteel-Home is a company dedicated to the management of rental properties. Each house has a different owner, who has previously signed a management contract Genteel-Home where cleaning, laundry, checkins, checkouts and customer care in any circumstances during their stay is included.
Regarding bookings and apartments payment
To book an apartment is necessary to pay the 30% of the total of the stay in concept of reservation and in advance. This amount will have to paid to Genteel-Home by credit card, following other rules (see below).
The booking, consisting in the 30% of the total price, is only and exclusively to keep the apartment for the customer for the dates of your stay, from the day of booking until the day that they arrive to the apartment. In any case the booking of the 30% is to pay part of the stay on the same, the booking doesn’t give the right to be not even a night in the apartment booked, for it the customer must have already paid the remaining 70%, before the arrival, as it’s specified below.
The selected method of payment to pay the booking will be, with a few exceptions, the one that will apply to charge the rest of the amount (balance due). If the payment is going to be made by credit card the customer has to facilitate the details of the same to Genteel-Home, through the website, in the space enabled for it.
Genteel Home will proceed then to the charge of the amount through the credit card provided by the customer. Once the payment is realized, Genteel Home will proceed to confirm the reservation. From that moment the customer will receive a “booking confirmation” email. This is a perfectly valid contractual document that guarantees the stay of the customers in the apartment for the booked and selected dates, excepting the below scenarios that suppose the extinction of that contract.
Genteel Home reserves the right to not proceed to the charge of a booking enquiry, not confirming the same in this case.
Genteel Home makes the charge of the booking deposit and balance due following precise instructions of the bank with which it works; being this in most cases in their origin currency. Equally, Genteel Home is not either responsible for the extra charges that may incur due to the change of currency.
Genteel Home will charge the balance due (remaining 70%) to the tenant 15 days before his/her arrival through the same credit card that it was used to make the reservation.
It’s strictly obligatory to have made the payment of the total of the stay, with a way or another, previously to the entrance of the apartment. If at the moment of the entrance of the customer in the apartment Genteel home has no way to enter in the apartment; unless he/she provides a proof of having made the payment and this is accepted expressly by Genteel-Home. This is: Genteel-Home reserves the right to not accepting the proof of the tenant and, henceforth, to not letting him/her enter in the apartment.
To request the cancellation of an apartment, you must indicate the booking number and your personal details by email.
• Cancellation policy is as follows:
– If the cancellation is communicated by the customer to Genteel-Home with more than 15 days before arrival, the 70% of the total won’t be charged.
– If the cancellation is communicated by the customer to Genteel-Home between 15 and 8 days before arrival, it will be charged 50% of the total stay.
– If the cancellation is communicated by the customer to Genteel-Home between 7 and 2 days before arrival, it will be charged 75% of the total stay.
– If the cancellation is communicated by the customer to Genteel-Home less than 48hrs before arrival, it will be charged 100% of the total stay.
If the customer wish to increase the number of people with respect to the number of people originally expected in the reservation, he/she will have to pay the cost that the apartment have settled for every additional person.
If for any cause it can’t be finally provided to the customer the booked apartment, Genteel-Home reserves the right to provide one with at least the same features. If there wasn’t other similar apartment or the customer wouldn’t accept the change, Genteel home would be obliged to refund the customer the booking deposit.
*Reservations concerning any of the special offers (Black Friday, Saint Valentine, Spring) will be Non-refundable and 100% of the rental price will be charged at the moment of reservation without refund.
Genteel Home reserves the right to cancel a stay if consider the customer inappropriated for any reason, excepting the ones attached to the race, religion and sex, included in The Law and that are strictly respected by the company. In these cases that Genteel-Home cancels a booking, it’ll be refunded immediately the amount previously paid.
If finally the number of people is lower to the one indicated in the booking, or the customer decides to reduce his/her stay, not the booking or the balance due of the apartment are modified.
If the customer decides to increase his/her stay he/she’ll have to ask for availability to Genteel Home about the days that he/she want to extend and in affirmative case, pay the amount of the extended days.
From the total of the paid amount Genteel Home received the 30% of it, being the remaining 70% for the owner.
The customer will be able to ask for the invoice of the total as long as the owner of the apartment was a company or another legal entity. If the owner of the property was a particular person it only could be required the invoice of the 30% paid, as that’s the percentage that belongs to Genteel-Home as honoraries for the management of the rental.
About the damage deposit
The damage deposit can be between 200€ and 500€, depending on the property, and won’t be charged in advance, Genteel-Home will be able o charge it from the customer credit card, once this has left the apartment, as long as it’s accredited by photography or any other way, the damage or the bad use exercised by the customer (or occupants of the apartment) to any object of the apartment during their stay.
The apartment are delivered in perfect stay and with all objects working, henceforth, any damaged object in the apartment during the stay of a customer, as long as it’s for a bad use of it, will be repaired with the amount of the damage deposit.
If an object that results damaged or that stops working is due to a ‘normal and suitable use’ of it, the reparation won’t be charged to the customer with the amount of the damage deposit. The customer will have to show that the use of the damaged object has been ‘normal and suitable’.
About the arrival to the apartment
In the booking confirmation you’ll be able to see who is your contact person in the city and you’ll have to call her when you arrive to it, but with anticipation to the arrival to the apartment, to prepare the check-in.
It’s important that you indicate us your exact arrival time as soon as possible, as it can take long waits in the street or at the apartment entrance.
The person that makes his/her check-in is always strictly punctual. However, there are determined days a year in which (despite of having indicated his/her arrival time previously), an accumulation of customers arrivals at a same hour can generate involuntary delays in the reception of customers. This is like this because the apartments haven’t a reception and are placed in different places of the city, so it’s necessary to move for each check-in. This possible delays outside the control of the person in charge of checkins, must be accepted by the customers as inherents to this kind of accommodations and doesn’t give right to a compensation for delays or a decrease in the book amount.
The contact person that will realize the check-in will wait at the door of the building where the apartment is placed, will show the property, will deliver the keys and will explain anything you might need to know.
The arrival to the apartments from 21:00h has an extra cost of 30€ that the customers will have to pay to the person who makes the check in by cash and at the moment of their arrival.
As general norm, check in after 0:00 am won’t be made. If you’re arriving later than that time to the apartment, please, consult if your reception is possible, before making your online booking. In any case check-in from 00:00 has an extra cost of 50 euros that the customers will have to pay to the person who makes the check in by cash and at the moment of their arrival.
About the apartment stay
The apartments are, in principle, in perfect stay and its amenities work correctly. Even though, can be failures in one or several objects of the apartment that hasn’t been detected for any reason before the arrival of the customer, being this one who must inform Genteel-Home to proceed to the reparation as soon as possible. This won’t suppose in any case a decrease in the rental price, or the refund of the amount paid by the customer. In any case Genteel-Home reserves the right to compensate the customer affected by the breakdown, somehow, if it’s considered necessary in that concrete case.
Genteel Home describes in the website those elements, amenities and features that each apartment has, but not those that it doesn’t have, that means that if a tenant needs to know any special or specific detail, like for example if there are staircases at the entrance or anywhere in the apartment, if it’s exterior or interior, or if it’s noisy or not, as any other feature that’s essential for the stay of the customer in the apartment, he/she’ll has to ask expressly to Genteel-Home by email before the booking of the property, so he/she ensures previously that the apartment satisfies his/her expectations.
If the customer arrives at the apartment and he/she is not satisfied because the apartment lacks any fundamental requirement to the customer, and yet he/she did not previously asked by email, is not required to reimburse the amount under any circumstances, he/she won’t be changed to another apartment (as each property has its own proprietary and can not cause harm to an owner by a unknown need of the tenant).
The machines that provide the apartments with air conditioning and/or heating can be portable or fixed. In case they are portable they will be installed in the summer months in case of air conditioning and in the winter months in case of heating.
The apartment is equipped with utensils we understand basic to live, and this is specified on the Web. If a customer needed a special element to his/her liking, it can be applied to Genteel-Home, which will study if providing it is possible at that time for the company and provided that the particular object is funded by customer that requests it. For example: If the apartment has an Italian coffee and customers want a French or American, etc.
About apartment departure
The maximum time of departure of the apartments is 11: 00hrs, because from that time the cleaning staff will go to proceed with cleaning the apartment. Genteel Home will be entitled to charge three times the amount per night of the apartment in case it isn’t left the same day expected.
Exceptionally, you can ask leaving later the apartment, for it’ll has to be notified to the contact person when they get in the apartment on their arrival day.
Express prohibitions that may involve the expulsion of an apartment:
• It is forbidden to accommodate more people in the building than the described in the reservation document.
• Pets are not allowed, unless expressly authorized by Genteel-Home.
• Smoking is completely forbidden in all apartments, except on the terraces or open spaces thereof.
• Parties, loud music at any time or any behavior or activity that is annoying to the neighbors. In fact, guests agree to comply strictly with the rules issued by the residents belonging to the apartment.
• Responsible behavior, appropriate and respectful by guests to the property, their belongings and company personnel are expected. Therefore in the event that guests not behave in a sufficiently responsible and respectful manner with the apartment or the staff of the company, Genteel-Home reserves the right to evict them from the apartment.
Failure to meet any of these six aspects involves the immediate expulsion from the property where the offender is staying, not entitled to any compensation.
If after having notified the expulsion, motivated by any of the circumstances previously described, they’d refuse to accept the expulsion, Genteel Home will have the right to charge offenders double the price per night, per extra night that they spend the night in the apartment.
Genteel Home and the owner do not take responsibility for any type of direct or indirect damage that happens to the tenants during their stay in the apartment, including (without limitation): damages to persons or possessions, losses resulting from fire, theft or criminal behavior.
Genteel Home will not be responsible or will accept formal complaints of circumstances that occur outside the apartment: noise produced by neighbors, works, etc.
Genteel Home makes every effort to maintain as accurately as possible the descriptions pictures, etc. of the apartments in our website and advertisements.
Genteel Home reserves the right to update any type of information on the website, including without limitation: taxes, descriptions and pictures, etc.
Genteel Home reserves the right to update these conditions when necessary. It is the responsibility of the parties that use the service of Genteel Home to examine these general conditions in case of change. By agreeing to use the service of Genteel Home, it is deduced that any change is accepted by all the parties and that all the parties comply the changes.
These conditions do not affect your consumer rights.
Terminology used in this document:
Company = Genteel-Home.
Customer = Guest.
Owner = Owner of the property.