→ Who is Italy Accom?
Italy-Accom is an Australian short term accommodation rental agency with a fully staffed concierge service located in the heart of Rome. Read more about us
→ Where is Italy Accom located?
The Head Office of Italy-Accom Pty Ltd is located in Melbourne Australia:
Falken Holdings
Unit 18-456 St. Kilda Road,
Melbourne 3004, Australia
For the convenience of our customers, Italy-Accom, Australia contracts it's concierge services to a local company based in Rome, all of it's staff speak excellent English
and most are English mother tongue. Their fully staffed service is contactable 24 hours
per day should any emergency arise during your stay.
Italy Concierge Services SRL is located in Rome, Italy
via dei Greci 26, Rome 00187, Italy
Tel: +39 36001394; Fax: +39 06 972 58181;
Email: concierge@italy-accom.com
→ What are your terms and conditions?
Go to our terms and conditions page by clicking this link: Terms & Conditions
→ When I make a reservation request, how is it processed?
Your reservation request is dealt with by one of our sales team. Your assigned sales consultant will immediately check whether your choice of accommodation is available
for your required dates and notify you by e-mail or telephone; or if you wish to speak directly to one of our sales team, please use our call back feature.
If the accommodation you requested is not available then your sales consultant will find similar options which are available and offer you the alternative accommodation.
Please note that the individual member of our team that handles your request from
the start will be the person responsible for your booking; you will not be speaking to a machine - our follow up service is totally personable.
→ How long will it take for my reservation request to be answered?
During the week you can expect to receive a reply from us between 2 and 48 hours.
Should you have sent a reservation request at the week-end please give us up to 48
hours from Monday to reply.
→ Should there be any problems during my stay, will I have a telephone
number to call somebody in English?
Your voucher will have the telephone number of the person responsible for your check-in and you will also be given a 24 hour emergency number manned by Italy Concierge Services who will be able to help you in the event of any emergency, including such things as lost baggage or arranging tours or babysitting.
What happens after I have confirmed my apartment choice & it is available?
1. After you have confirmed your apartment choice with one of the sales team your will receive an email with our deposit requirements.
2. Once your deposit has been received by Italy Accom, you will receive a detailed confirmation together with full details of the apartment together with the telephone
number and name of the person checking you into the accommodation. Your confirmation voucher will also include the 24 hour emergency tel number of Italy Concierge Services.
If you pay by credit card we will receive instant notification and your confirmation will therefore arrive within 1-2 working days of receiving you payment. If you pay by bank transfer into our Australian bank account, it may take up to 7 days to receive notification from the bank, therefore your confirmation will take up to 7 working days to be issued.
If you have paid and you do not receive your voucher - or - you have any problems in reading the voucher, please email your consultant or use our call back feature.
3. You will also receive a link to our arrival form to make sure we have full details of
your arrival and your contact details; so that someone is there waiting for you with
keys to check you in.
→ How do I get the keys to the apartment?
As soon as you have paid your deposit and informed us of your arrival time, we will
make an appointment for either the owner or our person in charge of check-ins to meet
you with the keys and settle you in to your accommodation. In the event that you are running late, you will also be given the telephone no. of the person checking you in.
→ How much deposit do I have to pay to confirm my booking?
A 25% - 50% deposit is required upon confirmation; depending on the property. The
balance is payable 60 days before the arrival date, unless your booking is made within
a 60 day period of your arrival date, in which case 100% of the rental due is required to secure the booking.
→ Which payment methods do you accept?
Payments can be made by credit card or bank transfer.
→ Is a security deposit required?
This varies from property to property, if a security is required it will be clearly written
on the apartment page on our website. If a security deposit is required it is payable
in cash on arrival and generally ranges between Euro 150 & Euro 400.
→ What is your cancellation policy?
(i) Cancellations communicated to Italy-Accom with a notice period of more then 60 days prior to arrival, will receive 50% reimbursement of the paid deposit.
(ii) Cancellations made within 59 days of arrival will forfeit the entire deposit.
(iii)If the Client abandons the property, he loses all rights to any eventual refund or
rebate.
As a precautionary measure, we recommend that the Client purchase travel insurance.
→ Are children charged at a discounted rate?
Rates are partly based on the amount of linen used and utility costs, therefore the age of guests is not a factor. Children above the age of 5 are charged for as adults while infants
(0-4yrs) are free
→ Do you provide baby cots?
We can provide baby cots in almost all properties. There is a fee of Euro 10 per night and this can be arranged through your sales consultant at the time of your booking.
→ How many people can we have in the apartment property?
The amount of people occupying the property cannot exceed that specifically agreed
at the time of booking, if the property accommodates more people and you would like to add more people to your party, you must contact Italy Accom in advance so the contract
can be adjusted.
→ Do I have to pay for electricity or gas during my stay?
In low season utility costs are generally covered within the rental fee, however, utility
costs in Italy are very high, therefore some apartment owners charge for electricity in summer to cover air conditioning and gas in winter to cover heating. This is always
clearly written on the apartment page on the website. This is either at a fixed daily rate,
or metered and charged at local rates.
→ Is there a specific check in time?
We try to accommodate early and late check in time, however, if somebody is checking
out of the property on the morning of your arrival you will not be able to check in to the apartment until the apartment has been cleaned, this is generally around 12:00 but can
be as late as 2:00 pm. If you are arriving after 21:00 some properties carry a late
check in fee of Euro 25, due to the fact that the owner doesn't live in the city and needs
to pay a representative to carry out the check in. We only accept check-ins after
midnight by prior agreement. **Please see below for information on plane delays.
→ Is there a specific check out time?
Check out time varies according to the following check in, however, check out is
generally between 10:00 and 12:00. This will be discussed with the representative
when you check in.
→If my plane is delayed or cancelled and we arrive after midnight, what should we do?
We cannot accept check in after midnight unless previous arrangements have be made
with the owner. If you arrive after midnight, please check into the airport hotel and call
us in the morning to arrange check-in. We highly recommend that our clients take
out travel insurance to cover these types of issues.
→ Is there a surcharge for holidays periods, like Christmas, New Year or Easter?
Some apartments are subject to a 20% - 25% surcharge during Christmas, New Year
and Easter period.
→ If I have any special requests that are not mentioned within this FAQ, can you assist me?
At Italy-Accom we pride ourselves in offering our clients every possible comfort and
service that is required to make their holiday as smooth and as comfortable as possible.
This means going beyond the regular accommodation services. We are right here in
ROME for all your needs.
→ On arrival, why would the owner of the apartment ask for my passport?
In Italy by law hotels and apartment owners must inform their local police of any guests residing in their property regardless of the length of time. Property owners are obliged
to make a copy of guests passports. Some apartment owners may well follow this rule
so don't be surprised if they ask for your passports on arrival.
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