SERVICE CHARTER

Dear Guests,

We are pleased to extend a warm welcome to you and wish you a pleasant stay. Below is our “Service Charter,” which contains all the information you need to make the most of the services we offer. Entry to Borgo alle Crete implies full acceptance of and compliance with these regulations.

THE STAFF

At the heart of our agriturismo are you: your impressions, requests, and feedback are invaluable and essential for continuously improving your stay experience. We invite you to share with us any need or suggestion.

Borgo alle Crete is the agriturismo of Ca’ Masino Srl, an agricultural company belonging to the Palazzo di Varignana group.

Our staff will be happy to assist you with information about the property’s services, tourist recommendations, local events, and insights into the surrounding area, ensuring care and support throughout your stay.

For any need, you can contact us at: +39 051 19931205.

RESERVATIONS

Reservations can be made by phone or email. In either case, our staff will confirm the reservation and the terms and conditions in writing.

To confirm the reservation, the guest is required to provide credit card information as a guarantee, which will be verified by our staff through a pre-authorization for an amount equal to the total cost of the first night or through a charge in the case of prepaid rates that have been duly indicated.

The reservation is also considered valid if a deposit is paid via bank transfer, provided this has been previously agreed upon and the transfer specifies the dates of the stay and the guest’s details.

The room rate does not include any extra cleaning services, purchases from the minibar or at the property’s bar, or anything not expressly indicated in the offer.

CHECK-IN

From 2:00 PM to 9:00 PM. If you plan to arrive at a time other than those listed, please let us know in advance.

Guests may check in independently via a WhatsApp message containing all necessary instructions, or at the Country House Oliveto sul Lago, located just 1 km from Borgo alle Crete, where the reception desk is open from 7:00 AM to 9:30 PM.

Upon arrival, guests must present a valid form of identification (passport or ID card), including minors; otherwise, the property is authorized to refuse accommodation. Alternatively, guests may use the online check-in option to enter their information independently prior to arrival.

The minimum age to rent a room is the age of majority; minors not accompanied by adults will be accepted only if they have a signed parental consent form (or from a legal guardian), including the guardian’s contact phone number and a copy of their valid identification document (passport or ID card).

Any guests of guests staying at the property, even if only temporarily, must be promptly reported to the front desk, where they must present a valid ID (passport or ID card).

CHECK-OUT

We ask that you check out by 11:00 a.m. on the day of departure.

If you need to stay longer, please let us know in advance so that we can manage our operations smoothly and accommodate other guests. If a “late check-out” is possible, the property will charge a surcharge that varies depending on the season and room type.

The balance for your stay is due before your departure.

The guarantee provided via credit card pre-authorization will remain valid for the entire duration of your stay and will be automatically released in accordance with current banking regulations. The property is not responsible for any amounts remaining blocked as a guarantee if the pre-authorization has been properly closed.

The pre-authorization may be reversed after departure following an inspection of the room, verification that the stay was in order, and confirmation of payment for all extras; however, charges may apply in the event of damage, theft, unpaid extras at check-out, and/or early departure.

Before settling the bill, you may request to review the bill and charges for verification; any errors or omissions must be reported before the bill is issued.

If an invoice is required, the guest is asked to notify us promptly by providing the billing information, address, tax ID/VAT number, and recipient code/certified email address. Otherwise, a tax receipt will be issued, and subsequent cancellation will not be possible.

You may pay for your stay, meals, or services rendered in cash, up to a maximum amount of €999.00 (subject to changes in current laws regarding cash payments), or by credit or debit card. The property does not accept personal checks or cashier’s checks.

At check-out, guests must inform the front desk of any charges for bar and minibar items, as well as any other extras that may not yet have been recorded by the hotel staff.

Any guests staying in the same room who were not declared at the time of booking or upon arrival will be charged to the guest named on the reservation at a rate 50% higher than the daily rate, and staff reserve the right to report any unauthorized persons found inside the room to law enforcement authorities.

CANCELLATION POLICY

Reservations that are canceled or modified will be subject to the cancellation policies included in the email received during the quote and reservation confirmation process.

If a reservation made with a deposit is canceled, the deposit will not be refunded.

In the event of a no-show, the amount for the first night will be charged to the credit card.

Refunds are not normally provided for the inability to stay during the booked period due to transportation difficulties, errors, other personal reasons, or changes such as early departures or late arrivals. The full amount for the booked period will be charged, unless otherwise agreed upon with the Management.

PROHIBITIONS AND WARNINGS

Smoking, using stoves or similar appliances for food preparation, using space heaters or similar devices for heating, and moving or misusing furniture, beds, and linens are strictly prohibited inside the rooms and in common areas. The rules are different for the apartments, where guests may use only the equipment provided within the apartment. Guests are responsible for any damage and/or deterioration caused to Borgo alle Crete’s equipment.

It is not permitted to accommodate or host unregistered persons in the rooms.

Guests are responsible for safeguarding their personal valuables, both in their rooms and in the common areas of the property. We accept no liability for the loss, theft, or damage of personal belongings.

Guests are provided with room keys. In the event of loss, the manager must be notified immediately, and a charge of €20.00 will apply. For security reasons, please always lock the main entrance door and the room door.

Minors on the farm must ALWAYS be accompanied by a responsible adult; management accepts no liability for accidents involving minors left unattended.

REPORTING FAILURES AND PROBLEMS

We would greatly appreciate it if you could promptly report any failures or other issues; this will help us improve our services.

The property is not liable for any disruptions caused by the total or partial lack of utilities such as electricity, water, gas, telephone service, or Internet connection, which are beyond our control.

PETS

We are always happy to welcome our guests’ dogs. Pets are allowed, provided they are small or medium-sized and well-behaved, accustomed to interacting with other people and animals. There is a supplement of €20.00 per dog per day (including a welcome gift) and a security deposit of €100.00. It is strictly forbidden to allow them on beds, sofas, and armchairs. It is the owners’ responsibility to exercise care and supervision. Any damage caused by the animals is the sole responsibility of the owners.

Dogs are not permitted in the breakfast room/restaurant. A small designated area is available, adjacent to the pool area, where we can accommodate small and medium-sized dogs in accordance with our internal regulations and out of consideration for other guests.

ANIMALS ARE NOT ALLOWED TO BE LEFT ALONE INSIDE THE FACILITY OR WITHOUT A LEASH.

PROCESSING OF PERSONAL DATA

Personal data and any other information obtained by our Company during the performance of the assignment shall be subject to confidentiality and shall be processed in compliance with confidentiality and individual rights through our systematic application of specific protective and safeguarding measures designed for both paper-based and electronic data processing and tailored to the specific nature of the data itself (simple personal data, sensitive data, or judicial data). Pursuant to and for the purposes of Legislative Decree 196/03, we inform the Customer that their personal data will be processed solely for the purposes determined by the contractual relationship (including accounting and administrative purposes). The privacy policy is available at the following link: Privacy Policy – Borgo alle Crete

MAIN SERVICES

BREAKFAST

Breakfast is served in the breakfast room from 7:30 AM to 10:00 AM.

If you would like breakfast served in your room, please notify us by 8:00 PM the night before and fill out the appropriate form to select your desired breakfast.

Access to the breakfast room is permitted only in appropriate attire; bathrobes or swimwear are not allowed.

Daily housekeeping service is not included for the apartment, unlike for the rooms. Additional cleaning can be requested by contacting the reception, at a cost of €45 per day. Linen change is provided every 3 days.

We ask that you use the bathroom facilities properly and avoid flushing anything down the toilet.

Regarding bath linens, in accordance with the property’s environmental policy, any clean items not placed on the floor by the guest will not be replaced daily.

Each room is equipped with a complimentary toiletries set and a hairdryer.

During your stay, you may request, free of charge and subject to availability, an electric kettle for hot water and/or a baby crib in your room, provided this is arranged at the time of booking or by contacting the front desk at any time. You are required to return the aforementioned items after use or upon departure, promptly reporting any damage not caused by the guest to avoid incurring charges.

INTERNET

Internet access is available. Wi-Fi is free of charge.

• Username: BAC-GUEST
• Password: borgoallecrete2026

PARKING

The parking lot is unguarded, and we are not liable for any theft or damage to vehicles. We recommend that you lock your cars and do not leave any items inside them.

The on-site parking lot at Borgo alla Crete is available free of charge to all guests staying at the property.

SWIMMING POOL

Use of the swimming pool is free for guests of the agriturismo. Before entering, guests must review the Borgo alle Crete swimming pool rules, which are available from the staff.

The swimming pool is open from May 1 to September 30, and access is available from 10:00 AM to 7:00 PM.

There is no lifeguard service.

Guests are asked not to consume food or beverages at the poolside or bring bottles and glasses into the pool. However, you are welcome to sample some of our products near the pool.

The staff provides bath towels.

TRANSFER

To make it easier for our guests to get around, we offer a convenient transfer service to and from nearby points of interest.

Out of respect for everyone:

You have chosen a vacation in touch with nature; please help us respect it and protect the environment by trying to limit your water and electricity consumption.

Peace and quiet are among our greatest assets; therefore, we kindly ask our guests to keep televisions and any music systems at a volume that respects the tranquility and harmony of the surroundings, especially during quiet hours, from 2:00 PM to 4:00 PM and from 11:00 PM to 9:00 AM.

The staff at Borgo alle Crete thanks you for your cooperation.