Terms & Conditions

» 1. General

Truly Venice is owned by Property Solutions GmbH, a Swiss based company that operates as an agent for property owners wishing to lease their apartments for short and long term stays. Property Solutions GmbH, in this agreement acts in the name and on behalf of the owner of the selected apartment ('Property Owner').

Booking acceptance is subject to the availability of the selected apartment and payment of the Rental Deposit. The Rental Fee and minimum length of stay for each apartment is available on each specific web page.

The Rental Fee includes one set of clean sheets and towels per week per person, post-stay cleaning costs and welcoming at the closest vaporetto stop to the apartment between 10.30-20.00 (further info point 4.) Additional cleaning services, sheets & towels may be available upon request, the cost of which is to be paid separately at the end of your stay.

Utilities are included up to the daily consumption limit stated on each apartment web page. Within these limits a comfortable stay both in summer and in winter when air conditioning or heating is turned on can be guaranteed. If tenants control energy dissipation by closing the windows, keeping the internal temperature between 20 and 22 Celsius degrees and switching off lights and appliances when not at home, most likely there will be no extra charge. For long-term rentals (more than 1 month) utilities are extra and must be reimbursed at the end of the stay, at the check-out. 

The exact cost of the utilities used is calculated by reading the meters both at the beginning and at the end of the rental period. The number of energy units obtained by reading the meters will be multiplied by the average unit cost, precisely € 0,35 each Kwh of electricity and € 1 each cubic meter of gas. This procedure allows tenants to control consumption during their stay, guaranteeing fairness to the landlord, while supporting the environment by eliminating unnecessary energy usage.

In the unfortunate event that an item is forgotten at one of our apartments please contact us via e-mail as soon as you notice. Please describe the item as precisely as possible and note where the item was forgotten exactly (for example: in the washing machine, in the drawer of the master bedroom). You will be contacted to confirm if the item was found and to arrange how and if the item should be returned. We reserve the right to only store lost and forgotten items for a period of 1 month. After this period we will no longer be able to assist in recovering the item.  We take no responsibility for forgotten or lost items and cannot guarantee that the item is found. Postage plus a service cost of € 20 is to be paid by the receiver of the item. We take no responsibility for items that are lost or damaged during postage. We ship the items that we collect once per month only. 

When you book with Property Solutions you agree to the booking conditions outlined here. Please ensure that you have read the booking conditions carefully to avoid any inconvenience.

» 2. Booking

There are two alternatives for placing a booking on our website, depending on the apartment chosen: Instant Booking (book now) and Request Availability.

Instant booking: upon adding your planned arrival and departure dates into the website you will immediately receive confirmation as to whether the apartment is available for those dates. If the apartment is available you may proceed with your booking using the Booking Form provided online.

Request availability: after placing an availability request on our website, you will receive an e-mail from one of our staff within maximum 2 working days as to the availability of the chosen apartment. Once you have received written confirmation of availability by e-mail from us, you may proceed with your booking using the Booking Form that we will send to you.

Rental Fee
A Rental Deposit equal to 40% of the Rental Fee must be paid when completing the Booking Form.

The Balance (60%) of the Rental Fee must be received no later than 4 weeks prior to your stated arrival date. In certain cases you may pay the Balance in cash upon arrival. Please follow the instructions provided on the Booking Form and do not hesitate to contact us no later than 4 weeks prior to arrival in case you prefer to prepay your balance by credit card or bank transfer.

If you make a booking less then 4 weeks prior to your stated arrival date, the entire Rental Fee (or a copy of the bank's receipt of the payment in the case of a bank transfer) must be received within 2 working days of receiving the written confirmation of availability, unless otherwise stated on the booking form.

Confirmation of booking
As soon as the Rental Deposit (or Rental Fee) has been received you will receive written confirmation of your booking, either by E-mail, from the online booking system or one of our staff.

Your booking will be treated as cancelled if the entire Rental Fee has not been received by the specified date and a cancellation fee will be charged in accordance with Condition 6.

Please check to ensure that all details on the Booking Form are correct. Property Solutions reserves the right to refuse a booking without explanation. Bookings cannot be accepted from persons under 18 years of age at the time of booking.

» 3. Method of payment

All payments must be made in Euro. You may choose to pay either by:
1. credit card (Visa or MasterCard), 1.5% transaction fee is charged on all credit/debit card payments.
2. bank transfer in favour of Property Solutions GmbH, on the following account:
Beneficiary: Property Solutions Gmbh
Beneficiary address: Moosackerweg 24, 4105 Biel-Benken, Switzerland
Bank name: Basellandschaftliche Kantonalbank
Bank Address: Rheinstrasse 7, 4410 Liestal, Switzerland
Swift Code: BLKB CH22
IBAN: CH85 0076 9016 2271 5740 4
Clearing nr.: 769
Reason for payment to be stated: Your Booking Number (stated on the booking form)

Please make sure that we receive the rental deposit net of bank fees charged. Send us the bank's receipt of the payment either via e-mail: info@truly-venice.com

» 4. Arrival & Departure

Apartments may be accessed between 14.00 and 20.00 on the day of arrival and must be vacated by 10.00 on the day of departure.

We ask you kindly to inform us of your arrival details (flight/train number, airline company, city of departure and landing time etc.) no later than 4 days prior to your arrival so that we may recommend the best means of transport for you to reach the vaporetto (Venetian ferry) stop closest to your apartment and arrange the handover of the apartment key.

It may be possible to arrange for early arrival at your apartment if requested in advance, although this is subject to availability. If you intend to arrive after 20.00 we reserve the right to charge a € 50 late arrival fee, to conduct the handover of the apartment. € 80 charge applies for arrivals after midnight. It is not possible to check-in after 1.00 am.

On request we are able to arrange private water taxi transfers from Venice airport (Marco Polo), the railway station (Ferrovia Santa Lucia) or main bus station and car park (Piazzale Roma or Tronchetto ) to and from your apartment.

» 5. Nr. of people

When completing the Booking Form, you will be required to provide the details of all persons who will be staying at the apartment for all or part of the rental period. Please be aware that babies must be inserted on the Booking Form as well. We are able to supply cots for babies if required for an additional fee of €50 to be paid upon arrival. The maximum number of people staying in the apartment must not exceed the number stated in the property description without prior written agreement. We reserve the right to charge an additional fee, to refuse, revoke or cancel your booking at any time, if persons other than those stated in the Booking Form stay at the apartment or if the maximum number of people stated is exceeded.

For security reasons private functions and events open to people who are not staying at the rented property are not allowed at any time without having previously requested it and given express written authorization.

You agree to keep noise levels to minimum between the hours of 13.00 to 15.00 and 23.00 to 8.00 and be considerate of other residents of the apartment building. Further, please note that we, the Property Owner or one of his/her representatives, reserve the right to access the apartment, by appointment, at any reasonable time for maintenance or inspection purposes. In such instances you will be contacted in advance, unless it is an emergency.

» 6. Cancellation

If you wish to cancel your booking you are required to notify us via e-mail prior to your arrival. The appropriate contact details can be found on the ‘Contact’ section of our website. The cancellation will be effective upon our receipt of your written notification. You (the Tenant) may withdraw from the lease obligation under the following conditions:
- until 8 weeks before arrival: 10% of rental fee is due (to cover administrational costs)
- from 8 to 4 weeks: 40% of rental fee is due
- from 4 to 1 week: 80% of rental fee is due
- In the case of a cancellation made 1 week before the arrival date, 100% of the rental fee is due and there is no repayment after this termination or in the case of an interruption during the stay.

» 7. Security Deposit

You will be required to pay a security deposit to cover costs related to any losses, theft or damage to the apartment or its contents, caused by you or your guests or visitors during the period of your stay ('Security Deposit').

You are required to pay the Security Deposit by Visa or MasterCard upon arrival. The apartment keys will not be provided and access to the apartment will be denied if the Security Deposit is not paid as specified above. The Security Deposit will only be refunded upon departure once the inspection of the apartment has been completed.

You must inform Property Solutions as soon as possible in the event of any losses, theft or damage to the apartment or its contents during your stay. You will be liable to pay reasonable compensation for the loss, theft or damage, to be determined by Property Solutions. We reserve the right to deduct from the refund of the Security Deposit the calculated value of the loss, theft or damage, as well as the cost of any services that you request that are not covered by the Rental Fee. If the value of the loss, theft or damage exceeds the value of the Security Deposit, we will be entitled to charge the balance to your credit card, or you will be required to pay the balance by bank transfer within 7 days of receiving our written notification. You will receive written confirmation (by email or fax) from us of any such charges no later than 7 days following your departure.

In the event that any keys to the apartment are lost by you, the guest, or your visitors during your stay, or if you fail to return them at the end of your stay, we are entitled to charge a Fine between € 50 - € 200. In the event of being locked out as a result of forgetting the keys inside the apartment we reserve the right to charge € 50 to arrange the apartment to be opened. In the event that the guest requires the presence of our staff during the stay for a reason that Property Solutions may consider unnecessary, we will charge up to € 30 for each call.

» 8. The Property

The Property Owner reserves the right to alter furniture, internal fittings or amenities in the apartment without prior notice. Although we make every effort to update the pictures advertised, we cannot take responsibility for minor differences between the illustration, text or photograph and the actual property. If substantial changes are made to essential parts of the apartment we will inform you as soon as possible.

It is your responsibility to keep the apartment and all furniture, internal fittings and amenities in the same condition as they were upon your arrival. You must leave the apartment reasonably clean and orderly upon your departure. Property Solutions reserves the right to charge an extra cleaning fee of between € 50 - € 100 in cases where: 1. Apartments are extraordinarily dirty and require substantial cleaning upon your departure 2. Garbage bags are left inside the apartment upon departure (all trash must be disposed of upon departure as per council laws - before 8am every morning, except Sunday and public holidays).

In the unlikely event that you should encounter any technical problems or you are unsatisfied with the cleanliness of the apartment upon arrival, please contact us immediately to ensure that necessary arrangements can be made as soon as possible. Any complaints must be addressed to Property Solutions in writing (by email or fax) at the beginning of your stay. No refunds or compensation will be paid regarding complaints made after the end of your stay or if you fail to contact us immediately upon choosing to vacate the apartment during your stay.

Sub-leasing of the apartment is prohibited. Pets are not permitted in the apartment, unless expressly agreed in writing. Smoking is prohibited in all the properties, unless otherwise expressly agreed in writing. Transgressors will be charged Fines between €50-€500.

» 9. Cancellation by Property Solutions or the Property Owner

In the unlikely event that it is necessary for us to cancel your booking, we will inform you as soon as possible, and if requested, we will make every effort to arrange an alternative apartment as similar as possible to your original specifications. Should such a substitute apartment not be available or acceptable to you, we will refund in full all money paid and we shall be under no further liability.

» 10. Liability of Property Solutions & the Property Owner

Neither Property Solutions (acting as agent for the Property Owner) nor the Property Owner shall be responsible for personal injury of any person residing in or visiting the apartment, unless this results from the proven negligence of ourselves or our employees.

Neither we, nor the Property Owner can be held responsible for any breakdown of mechanical equipment such as pumps or boilers etc, nor for failure of public utilities such as water or electricity supply. In the unlikely event of a breakdown of mechanical equipment such as pumps or boilers etc., you are required to contact us to ensure that necessary arrangements are made as soon as possible.

Neither Property Solutions nor the Property Owner is responsible for noise, nuisance or disturbances caused by third parties and/or originating beyond the boundaries of the apartment. Compensation for a third party activity will be at the discretion of the Property Owner and Property Solutions will be under no obligation.

Neither Property Solutions nor the Property Owner will take responsibility for events and occurrences beyond their control such as adverse weather conditions i.e high tide, fires, airport strikes etc., which are out of our control.

Property Solutions is not liable for any theft that occurrs within the rented property.

» 11. Important Information for all Holiday-makers

The properties offered by Truly Venice are privately owned residential properties. Therefore, the individual architecture and furnishings of each property reflects the local culture and traditions as well as the Property Owner's personal taste. It is precisely this type of accommodation that Truly Venice specialises in offering, so that you can enjoy an authentic experience of living like a local and appreciating the unique Venetian way of life in comfort.

We take great care in selecting properties that offer a range of quality and convenience and with which we are confident our clients will be extremely satisfied. However, we cannot exclude the possibility that because of the special nature of the city of Venice, its architecture, culture and traditions, minor inconveniences may be encountered. Such inconveniences cannot be accepted as reasonable complaints.

» 12. Law & Jurisdiction

This Agreement is governed by Swiss Law, and the parties submit to the jurisdiction of the courts of Switzerland.