FAQ

What is the process for booking one of the apartments?

Once all your questions have been answered, and you are ready to proceed with the reservation, we will ask you to pay a booking fee to reserve your apartment, via credit card/PayPal.The booking fee is calculated as a variable amount (depending on the apartment) between 20 and 50% of the total rent amount and includes:
- Guarantee of the standard of quality for the published properties.
- Guarantee of the accuracy of all information published by the owners regarding each property.
- 24/7 onsite support for any potential problems with the rental or use of the property.
- Support in managing the relationships between the tenant and the owner of the property.
- Provision of a secure and easy payment system.
- Provision of bed linens, towels and a welcome package for the client.
- Informative check in service, including information on the property's use and for your stay in Florence.

Once we have received the booking fee, we will send you receipt for the payment, contract for your stay in the apartment and any additional information you will need to meet us in Florence!
Balance to total payment is either due one month before arrival via paypal, credit card or bank transfer or credit card only at check in. A security deposit is also due at check in (the amount is quoted before payment is requested and can vary depending on apartment and length of stay).

If your stay is longer than one month, the Italian law obliges you to take a Codice Fiscale (social security number) and to sign an Italian contract. This can be done the week after your check in and while you are in Florence.

Where do I get my Codice Fiscale?

Don’t worry. It’s quite simple. All the necessary information and documentation will be provided to you via email once you book with us (for a long term lease = 30+ nights). You can either go after it by yourself (with our detailed instructions) or you can ask for one of our partners to do the service for you for an extra fee.

Is it possible to view an apartment prior to selecting it?

We would be happy to arrange a showing for any/all apartments, for rental periods of 60 nights or more. We work very hard to ensure all posted pictures of our apartments are recent, up to date and an accurate reflection of the apartment in question so, unfortunately, if you are staying less than 2 months, the apartment would need to be picked based on the pictures we are able to provide.

After booking an apartment if I need to cancel my reservation will I lose my down payment/ deposit?

If you must cancel your reservation, we will refund a percentage of your total amount paid according to the following terms prior to your scheduled arrival date:

Beyond 60 days: the initial payment is fully refundable minus a €95 administration fee and 2% bank processing fee.
60 to 30 days before arrival: 30% of the initial payment is retained, plus €95 administration fee.
Within 30 days of arrival: the initial payment is non-refundable.

In case of cancellation after arrival date on the contract, the Client will lose the entire amount of rent and the security deposit.
Changes to the arrival and departure dates are always accepted if the property is still available in the new dates. No additional costs (Aside from differences in the nightly rate) will be incurred if the communication of the changes are done 60 days before the arrival.

If I need to terminate my contract/lease early, how much notice is required to avoid penalties?

We require a minimum of two month’s notice when terminating a contract/lease early in order to avoid losing any of your prepaid security deposit.

Are the listed rental prices negotiable or final? Is it possible to get a discount?

The online prices are constantly reviewed by our revenue manager and the price you see online, or the price giving you by our sales team, is the final price. However, for some specific apartments, depending on the length of the stay and month of the year, we could have a small flexibility. The final word will always be given by our sales team. You are free to send us an inquiry if you have a specific offer.

Are bills included in my rental? Why do the daily prices differ?

Our calculation for the daily prices will differ from apartment to apartment, obviously. But not only. When you rent for a short term (7 or less nights) the daily price will include your usage of the utilities (gas, water and electricity). Whereas when you rent for 8 or more nights we will charge you such bills separately, at check out. Plus, the longer your stay the less is the rental daily cost, accordingly:
1 night to 4 nights
5 nights to 7 nights
8 nights to 19 nights
20 nights to 1 month
1 month to 3 months
3 months or longer
Some specific apartments, however, do not follow this graphic exactly.

How much will I spend of utilities during my stay then?

It will depend how long your stay is, how many guests you have, how big is the apartment, how cold (or hot) is outside and how well you manage these expenses (water, gas and electricity).
Just so you have an idea, in Italy, as a general rule of thumb, an apartment for 4 people averages through the year 200 Euro of bills per month.

Will I be charged any additional costs apart from the rent?

The rental price quoted up front is the price you pay. All rental prices shown online and/or given by our sales team, include the usage of utilities when the length of stay is 6 days or less.
For stays of 8 days or longer, the price never includes utilities (electricity, water or gas expenses). Important to remember, though, that the security deposit will be taken at check in and given back at check out, barring any damages to the property.
Extra services can be requested at an additional cost. Our concierge will be happy to quote it for you.

If something in the apartment breaks during my stay, due to my fault, then what happens?

If anything in your rental apartment is damaged or broken during your stay you would be responsible for replacements and/or repairs - and this would normally come out of your security deposit. This is, of course, within reason and refers more to furniture and appliances (valuable stuff). If you broke a glass or a plate or something small like that we won’t charge you. But, please, do tell us at check out so that we can replace in time for upcoming guests.

When I arrive how and where can I collect my keys?

Based on your anticipated arrival time we can work out an approximate meeting day/ time in advance, but due to ever-changing flight and travel schedules we will provide you with the contact number to call upon your arrival in Florence.
We will always request you to call this number when you arrive in Florence. We will meet you outside your apartment shortly after your call. One of our representatives* will meet you at the apartment, provide you with your keys, show you around the apartment and ensure you are settled and have everything you may need.
*In some cases the owner of the apartment (or his/her representative) will do the greetings.

Can we check in/out early in the morning or late in the night?

Our standard check in times are:
Mon-Fri: 9 am to 7 pm
Sat-Sun: 10 am to 5 pm
Arrangements outside of these times can be accommodated for a late/early check in/out fee of:
7am-9(10)am: 20 euro additional
(5)7pm-10pm: 20 euro additional
10pm-midnight: 40 euro additional
After midnight: 60 euro additional (ask for availability)

Can you provide any documentation that I can use for my VISA?

As soon as your reservation is confirmed, we can send you the rental confirmation contract (in English). With such document you can apply for your visa.

What type of facilities can we expect to find in the apartments?

The facilities will vary from apartment to apartment. On the apartments webpage you can find all the facilities provided in the apartment. On top of that we will provide clean, fresh linen and towels, a range of necessary cooking utensils, cutlery and appliances. Most apartments also include a washing machine for your convenience.
Please note that appliances such a microwave and clothes dryer are less standard in Italy. So, please ask your representative to be sure.
Our apartments are all also internet-ready. Please ask your representative if your apartment connects via “pay per use” or has unlimited access, as this will vary from apartment to apartment.

We are traveling with children. Can you provide a stroller, high chair and/or other specific needs?

Absolutely! We make every effort to provide you with anything/everything you may need to make our youngest guests comfortable, for only a small fee. Please be sure to ask one of our representatives about this, and specify these needs during booking so we can ensure we are well prepared upon your arrival.

Will I need to pack my own hairdryer and/or clothing iron and will these work in Italy?

Most of our rental apartments include iron, ironing board and hairdryer. However double check this from one of our representatives to ensure they are is included in the apartment you chose, and ready for you upon arrival.
For any non-European appliances you wish to bring to the apartment you will need European AC adaptors for 220 volt current. You can purchase European adaptors prior to arrival in Italy at Best Buy, Radio Shack (or similar retailer) and even in most major airports. Once you are here you can also find those at local shops and supermarkets.

Are your rental apartments centrally located and/ or close to public transportation?

They are! Most of our apartments are located in central Florence (centro storico) and within walking distance of most of Florence’s major attractions and sites.
There are a few apartments which require short bus ride into the center, but public transportation is very easily accessible, and we would be happy to assist you with anything you may need related to this travel!

Are the neighborhoods around my apartment safe?

Yes! Florence in general is a very safe city and our rental properties are all located among the safest neighborhoods. You should feel comfortable walking around at night without a problem.

Are all apartments strictly tourist apartments or is it possible to obtain long term contracts?

This varies based on the apartment in question. Some of our apartments are available for residency but please ask one of our representatives if this is something you are interested in.

What can the concierge do for me?

You can have your arrival/departure transfer organized, book restaurants and museums, organize extra cleaning services in your apartment, offer from wine to balloon tours and much more. Our concierge service has been designed to organize any activity or service you may need during your stay in Florence. Should you enjoy to find your apartment’s fridge filled up with any kind of goods, or should you need any kind of service, our concierge will be delighted to assist you. Please, write to concierge@apartmentsflorence.it

Is it safe to make my payments online with Apartments Florence?

Yes, it is. We use the most advanced system for you to shop online with us safely. When making the payment you will see (on the address bar) the letters https, meaning you are on a safe environment and no risks of third parties having access to your data. Just be sure you are shopping with us directly (www.apartmentsflorence.it) and not with another website with similar web address.
You will receive an email from us immediately after the payment is confirmed and we will follow up the confirmation process with further communication about your arrival and all the necessary help you need to have a wonderful time in the city.

When doing the payment online I was asked for a Securecode. What is this?

Q: What is MasterCard® SecureCode™ or Verified by Visa?
A: MasterCard SecureCode (Mastercard) and Verified by Visa (Visa) is a service to enhance the security of your existing MasterCard or Visa account. A private code means added protection against unauthorized use of your card when you shop at participating online retailers.
Q: How does MasterCard SecureCode or Verified by Visa work?
A: Once you've registered and created your own private SecureCode, you will be automatically prompted by your financial institution to provide your SecureCode each time you make a purchase with a participating online merchant. Your SecureCode is quickly confirmed by your financial institution and then your purchase is completed. Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.
Q: How does MasterCard SecureCode protect me?
A: When you correctly enter your SecureCode during a purchase at a participating online merchant, you confirm that you are the authorized cardholder and your purchase is then completed. If an incorrect SecureCode is entered, the purchase will not be completed. Even if someone knows your credit or debit card number, the purchase cannot be completed without your SecureCode at a participating merchant.

Can I bring my pet?

Most of our apartments are pet friendly, but some are not. So, please, always mention you are bringing your lovely pet and wait for our ok, before confirming the booking. As stated on Terms and Conditions, clause 6.1. "Unless expressly authorized in writing by the owner, the Client shall not be allowed to have pets of any kind in the Property".

What if I dont like the furniture in the apartment and want to buy a new piece?

You can do so. However, always consult us before doing so. We cannot guarantee the possibility of keeping the replaced furniture on our storage and fees may apply. Above all, no refund whatsoever will be given to the client who desires to improve the apartment by his/her own.

What is the City Tax?

From October 1st 2014 the City of Florence has extended the tourism city tax to the vacation home rental. The due tax of 2 euros per person per night is applied for a maximum of 7 nights stay. Children up to 12 years old are excluded. The city tax has to be paid upon check-in.

Click here to read our Terms and Conditions

Have additional questions? Need additional feedback?

If your questions haven't been answered above, or you would like more detail on anything please do not hesitate to email us! Our email address is info@apartmentsflorence.it and one of our representatives will get back to you at our earliest convenience!