General Terms and Conditions of Sale
Scope of the contract
These general terms and conditions of contract (hereinafter, the “General Terms and Conditions”) govern the provision of hostel accommodation services, including the use of rooms or beds and common areas, in accordance with the features described on the booking website and/or in the booking confirmation, for non-residential purposes and compatible with the general and customary rules applicable to hostel stays; as well as the sale by San Gregorio S.r.l. (hereinafter, “San Gregorio” or the “Operator”) of accommodation and ancillary services provided at its accommodation Properties, including the arrangements for booking and guests’ stays.
For any matters not expressly governed herein, express reference is made to the applicable provisions of the Italian Civil Code.
Online booking and conclusion of the contract
The stay is booked through the Website by selecting the Property, arrival and departure dates, type of room or bed, number of guests and any ancillary services, in accordance with the procedures indicated therein for conclusion of the contract.
The Website provides the essential information concerning the main characteristics of the service, the identity of the Operator, the total price including taxes and charges, payment methods, duration of the stay, amendment/cancellation conditions and any applicable rules concerning the right of withdrawal.
To submit the booking, the user must complete the electronic Order form and select the final button bearing the words “order - proceed with booking [or other wording]”, by which the user acknowledges and accepts that submission of the booking entails an obligation to pay the stated price.
The contract shall be deemed concluded when the user receives from San Gregorio the booking/order confirmation on a durable medium (SMS, email or another messaging tool), containing a summary of the applicable conditions, the characteristics of the stay, the price and the payment arrangements.
The user undertakes to check the accuracy of the information entered during the booking process and to report any errors promptly. In the absence of any notification, the booking confirmation shall constitute full evidence of the contents of the contract.
Booking confirmation - contractual documentation pursuant to Article 51(7) of the Consumer Code
Following submission of the order, San Gregorio shall provide the consumer, within a reasonable period and in any event before the start of the stay, with the booking confirmation and the contract/General Terms and Conditions on a durable medium (by email or SMS, or another messaging system), containing all contractual terms and the relevant pre-contractual information that the guest has already reviewed and accepted through the online booking Website.
Prices, taxes and services included/excluded
Prices for stays are shown on the Website in euros and are inclusive of applicable taxes and any mandatory charges, unless expressly stated otherwise. Any municipal tourist taxes, where not included, are shown separately and paid at the Property in accordance with the applicable legislation.
The booking page and the contractual confirmation specify which services are included in the price (for example, accommodation only, accommodation and breakfast, bed linen, Wi-Fi, etc.) and which are offered as chargeable ancillary services (for example, towel hire, security lockers, meals, etc.), together with the relevant costs.
Any promotions, discounts or non-refundable rates are clearly identified as such at the time of booking, with the specific payment and cancellation conditions associated with them highlighted.
Payment methods, deposits and guarantee
Depending on the options shown on the Website, payment may be made by credit/debit card, other electronic payment methods or, where provided for, partly online and partly at the Property.
Depending on the specific type of stay offer, the Website may provide for: advance payment of the full amount at the time of booking; or payment of a deposit, with the balance payable at the Property at check-in or check-out; or solely a credit-card pre-authorisation as a guarantee for the booking, with a charge in the event of a no-show or late cancellation under the applicable conditions.
Before submission of the order/booking, the guest will be clearly informed of the specific payment arrangements applicable to the stay offer booked online, any deposit amount, the deadline for payment of the balance, and the circumstances in which charges may be made in the event of a no-show or cancellation after the applicable deadline.
Failure of the payment or pre-authorisation to be successfully completed within the time limits specified in the offer will result (or may result) in the booking not being confirmed or in its automatic cancellation, subject to prior notice to the guest.
Amendment and cancellation of the booking – No-show
The guest may request changes to the dates of the stay, the number of guests or the room type by contacting San Gregorio S.r.l. directly using the contact details provided in the booking confirmation. Acceptance of any changes is subject to availability and may result in price changes.
The cancellation conditions (free cancellation by a certain deadline, cancellation subject to a charge, or non-refundable) are clearly stated on the Website and in the booking confirmation (SMS, email or another messaging tool). Any charges are calculated in proportion to the price of the stay and the notice provided.
In the event of failure to arrive at the Property (no-show) without notice within the time limits indicated for check-in, San Gregorio may charge a penalty up to the maximum amount specified in the conditions applicable to the relevant rate (for example, the price of the first night or the entire stay for non-refundable rates), as indicated at the time of booking.
Any refund of amounts already paid shall be made using the same payment method used by the consumer, unless otherwise agreed, within a reasonable period following cancellation, less any penalties due.
Consumer’s right of withdrawal
San Gregorio S.r.l. may, for certain rates or offers, grant contractual cancellation conditions (for example, free cancellation by a certain deadline), as stated in the rate details and booking confirmation. In such cases, the guest may make use of those conditions in accordance with the procedures stated therein, it being understood that the statutory right of withdrawal under the Consumer Code does not apply to these General Terms and Conditions because the relevant legal requirements are not met, as the services concerned are accommodation services for non-residential purposes provided on a specific date or during a specific period.
Check-in, check-out and rules of stay
Unless otherwise stated in the booking confirmation:
- check-in: from 15:00 on the day of arrival until 10:00 on the day following the scheduled arrival date.
- check-out: by 10:00 on the day of departure.
Early arrivals or late departures are subject to availability and may incur additional charges.
On arrival, the guest must present a valid identity document for the registrations required by law and, if requested, the credit card used for the booking. If suitable documents are not produced, the Property may refuse accommodation.
The guest undertakes to comply with the house rules displayed at the Property, including: proper and careful use of rooms and common areas; observance of quiet hours during the indicated periods; no smoking inside rooms or common areas, except in specifically designated outdoor areas; and no harassing, violent, discriminatory or otherwise disruptive conduct that may prejudice the peace and safety of other guests or staff.
Unless otherwise specifically authorised by the Property, animals may not be brought into rooms or common areas, except for animals certified as assistance animals to the extent permitted by law and upon presentation of the relevant certification.
The guest is responsible for damage caused to the Property, its furnishings, installations, walls or other guests by the guest or by members of the guest’s group, and undertakes to compensate for such damage. The Property may also charge for such damage using the credit card provided as a guarantee, after obtaining and retaining documentary evidence of the damage.
In the event of a serious or repeated breach of these General Terms and Conditions or the internal rules, the Operator may terminate the contract and require the guest to leave the Property, without refund of amounts already paid, without prejudice to any claim for further damages.
Liability for guests’ belongings
Within the limits provided for by Articles 1783 et seq. of the Italian Civil Code, the Property is liable for deterioration, destruction or theft of items brought into the hostel by the guest, meaning items that remain at the guest’s disposal even if they are located on the Property premises for the duration of the stay.
The hotelkeeper’s liability for items brought into the hotel is limited pursuant to Article 1783(3) of the Italian Civil Code, unless the items have been specifically delivered into the custody of the Property or its staff, in which case Article 1784 of the Italian Civil Code shall apply in relation to liability.
The Property shall not be liable for damage where the deterioration, destruction or theft is due to the guest, persons accompanying or visiting the guest, force majeure or the nature of the item itself.
The guest must report to the Property without delay, and in any event no later than the end of the stay, any damage suffered in relation to the guest’s belongings, so that the Property can carry out the necessary checks; unjustified delay in reporting the matter shall release the Property from liability.
For items of particular value (cash, jewellery, high-value electronic devices, sensitive documents), guests are invited to use any safekeeping services made available by the Property or otherwise to take all reasonable precautions.
Operator liability, overbooking and force majeure
The Property is responsible for proper performance of the accommodation contract, except where non-performance or improper performance is attributable to the guest, to a third party unconnected with the provision of the services, to an unforeseen event or to force majeure.
In the event of overbooking or subsequent unavailability of the Property for reasons attributable to the Property, the Property shall, where possible, offer the guest alternative accommodation of an equivalent or higher standard at no additional cost, or fully refund the amounts paid for the nights not used.
In the event of force majeure or extraordinary and unforeseeable events (for example, particularly serious natural events, measures by the authorities that prevent accommodation from being provided, or health emergencies involving mandatory closures), the Property may terminate the contract, promptly informing the guest and refunding any amounts already paid for services not used, without any further liability for compensation.
Complaints and customer assistance
Any complaints relating to performance of the contract and the stay must be submitted without delay to the staff at the Property or using the contact details provided in the booking confirmation.
San Gregorio provides guests on its website with clear contact details (address, telephone, email and other messaging tools) for customer assistance and complaint handling. When a complaint is opened, the Property will provide adequate and comprehensive information on any alternative dispute resolution (ADR) procedures in which it participates.
Consumers residing in the European Union are informed of the possibility of using the European online dispute resolution (ODR) platform, accessible at the address indicated by European legislation, for the resolution of disputes arising from service contracts concluded online.
Processing of personal data
Guests’ personal data are processed by San Gregorio as data controller in accordance with the applicable legislation on the protection of personal data.
Before conclusion of the contract, the guest may easily consult the full privacy notice on the Property’s website, which describes the purposes and legal bases of processing, data retention arrangements, data-subject rights and the contact details of the controller and, where applicable, the data protection officer.
The guest warrants that the personal data provided are true and accurate and undertakes to update such data promptly in the event of any changes.
Applicable law and jurisdiction
This contract is governed by Italian law, without prejudice to the mandatory rights granted to consumers by the rules of private international law and European Union legislation.
Any dispute concerning the validity, interpretation, performance or termination of the contract shall be subject to the jurisdiction of the courts of the consumer’s place of residence or domicile, if located within the territory of the Italian State, without prejudice in any event to the consumer’s right to bring proceedings before the courts of Florence, where San Gregorio S.r.l. has its registered office.
Where the guest is not a consumer within the meaning of the Consumer Code, the courts of Florence, in whose district San Gregorio S.r.l. has its registered office, shall have exclusive jurisdiction over disputes arising from this contract.
School groups and organised groups
For school groups (schools of all levels) and, in general, organised groups (sports associations, etc.) of more than 10 persons, these General Terms and Conditions shall apply, supplemented by the provisions of this article and by any special terms and agreements communicated at the quotation stage and set out in the booking confirmation.
A booking for a school or organised group must be made by a single adult representative (teacher, organisation representative or group leader) acting in the name and on behalf of the group and remaining responsible to San Gregorio for the performance of all contractual obligations, including payments and compliance by participants with the rules of conduct within the Property.
Before confirmation of the booking and conclusion of the contract, the single representative shall provide the Property with the number and names of the members of the group, indicating whether they are minors or adults. Where minors are involved, the single representative warrants that consent to their accompaniment and stay has been obtained on a durable medium from the persons exercising parental responsibility. For the purposes of Article 109 of the T.U.L.P.S., a copy of the identity document of the members of the group will be obtained at check-in.
For school or organised groups that include minors, the presence throughout the stay of a minimum number of adult accompanying persons proportionate to the number and age of the students and/or group members is required, as indicated in the proposal or quotation. If this requirement is not met, San Gregorio may refuse check-in or terminate the contract for justified reasons, with application of the penalties provided for no-show or late cancellation.
At the time of booking a school or organised group, San Gregorio may require payment of a specific deposit and/or a security deposit (in cash or by credit-card pre-authorisation) to cover any damage to the Property or additional costs, as indicated in the offer and booking confirmation. Any security deposit paid shall be returned at the end of the stay, subject to inspection of the condition of the premises and furnishings, less any amount due for verified damage.
Cancellation conditions for school groups and organised groups may provide for longer notice periods and different penalties compared with individual bookings (for example, a penalty increasing according to the amount of notice given and the size of the group). Such conditions shall be clearly communicated before conclusion of the contract and set out in the booking confirmation; failing this, the general cancellation conditions applicable to individual bookings shall apply.
Minors and unaccompanied minors
Unless otherwise specifically stated by the Property, access to the hostel is permitted only to adult guests. Any minimum-age restrictions for stays in shared or private rooms are stated on the website and in the booking confirmation.
Minors not accompanied by a parent, legal guardian or expressly authorised adult accompanying person are, as a rule, not permitted to stay. Any exceptions are assessed by San Gregorio on a case-by-case basis and, in all cases, are subject to receipt before arrival of: written authorisation from a parent or legal guardian, together with a copy of a valid identity document of the signatory; emergency telephone contact details for parents or guardians; and any additional documentation requested by the Property for safety reasons or to comply with applicable legislation.
If the documentation required for unaccompanied minors is not provided, or if the minimum-age rules are breached, San Gregorio may refuse accommodation or terminate the contract, applying the conditions provided for no-show or late cancellation, without prejudice to the right to compensation for any further loss.
Where accompanied minors are staying, the parent, guardian or adult accompanying person making the booking is responsible for the minor’s conduct and for any damage caused to the Property, its furnishings or third parties.
Special events, event groups and exclusive use
For special events (for example, festivals, concerts, sporting or cultural events, trade fairs) or stays by groups connected with such events, special conditions may apply in relation to: dedicated rates (including non-refundable rates); advance-payment deadlines; specific cancellation conditions and penalties; and any exclusive use of certain areas or of the entire Property.
The special conditions are clearly stated in the proposal sent to the customer and set out in the booking confirmation before conclusion of the contract.
For bookings connected with special events, San Gregorio may require full advance payment of the stay by a specified date and may provide that, if payment has not been made by that deadline, the booking will be automatically cancelled, subject to prior notice to the customer.
Where all or part of the Property is used exclusively for events, the financial terms, capacity limits, times for use of common areas, rules concerning music, the provision of food and beverages, and liability for damage shall be governed by a specific agreement supplementing these General Terms and Conditions. In the event of conflict, the special conditions agreed for the event shall prevail, to the extent permitted by consumer-protection legislation.
