Q: When can I expect an answer?
A: On weekdays we will get back to you within 24 hours. If you send us your request during the weekend, we can only guarantee an answer by the following Monday, although, generally we will do our best in getting back to you as quickly as possible.
Q: How can I make a booking?
A: You can either reserve by email, via the contact form or by calling us. We will get back to you with the availability and a quotation as soon as possible. Once you have accepted the offer we will send you a booking confirmation. If the property you picked is not available for the dates you requested, we will propose a suitable alternative. We are also happy to answer further questions by phone.
Q: When and how do I pay?
A: Upon receipt of your reservation we will send you a booking confirmation by email. The booking confirmation also includes our bank details. In order to secure your reservation, you will have to transfer a deposit of 30% of the total amount onto the bank account of Cielo di Puglia. Within 2 days of receipt of the booking confirmation we require proof of payment. Payment will have to be received by Cielo di Puglia within 7 days of receipt of the booking confirmation. The remaining amount will have to be paid to Cielo di Puglia no later than 45 days before arrival.
Q: What happens if I book less than 45 days ahead of my trip?
A: In this case we will ask you to transfer the total stay amount onto the account of Cielo di Puglia immediately upon receipt of the booking confirmation.
Q: If any, who is paying for bank transfer or currency exchange fees?
A: Any occurring bank fees will have to be settled by the client.
Q: Can I also pay by credit card or any other means of payment?
A: At this stage we do not accept payment by credit card. The only method of payment we currently accept is bank transfer.
Q: What happens if my payment does not reach you on time?
A: If no proof of payment can be provided within 2 days of confirming, and payment does not reach us within 7 days of confirming, the booking cannot be guaranteed and the accommodation can be rented to somebody else. In this case Cielo di Puglia will try to find an adequate alternative or will refund the deposit.
Q: And if I forget to transfer the remaining amount on time?
A: Then the owner has the right to withdraw from the contract and charge for cancellation.
Q: How much is the cancellation fee?
|Up to 90 days before arrival||Refund of the deposit minus € 50 administration fee|
|90 – 45 days before arrival||30% of the total stay rate|
|44 – 31 days before arrival||60% of the total stay rate|
|30 – 0 days before arrival||100% of the total stay rate (this also accounts for no shows)|
Q: Is it enough if I give you a call to cancel?
A: Cancellations can only be accepted in written form. Please use our email address: email@example.com
Q: Do I also have to pay a fine if I arrive on a later date than initially planned, or if I have to depart earlier than expected?
A: You will not be charged any fine, however, no refund will be offered for the days you missed.
Q: Do I have to let you know if someone else will be staying instead of me?
A: If you would like to pass on your reservation to someone else, you will have to inform Cielo di Puglia ahead of your trip. Rights and liabilities will be passed on to your replacement.
Q: Do I have to inform Cielo di Puglia if an additional person would like to join our trip?
A: Yes. We will need to update the number of guests on your booking confirmation and pass on the relevant information to the property owner. Please bear in mind that the maximum number of guests allowed for your accommodation cannot be exceeded. Children aged 24 months or older count fully.
Q: Can I take my pet with me? Do I have to let you know I am taking a pet with me?
A: Only if the description of the property explicitly mentions that pets are allowed. Please note that your pet will have to be confirmed by Cielo di Puglia ahead of your trip. Moreover, the property owner might charge a final cleaning fee or ask for a higher security deposit to be paid at arrival. In case the pet has not been announced before arrival, the owner has the right to withdraw from the contract without refunding the rental fee.
Q: What is included in the rates?
A: All prices for apartments and villas mentioned on the site are weekly rates. For hotels and guesthouses prices are per night (unless specified differently). All our rates include VAT, electricity, gas, bed linen, towels, and final cleaning. Not included are heating costs which will be calculated according to consumption and are payable separately upon check out. You will find more information in the property description.
Q: Are there fixed arrival and departure days?
A: During the high season the regular day of arrival and departure is Saturday. Please contact us if you are unable to plan your trip accordingly. Of course, we are inclined, together with the proprietors, to be as flexible as possible. As for the quieter months, arrival and departure can be any time of the week for most properties.
Q: How do I find my accommodation?
A: Once we have received your final payment, you will be sent an email with all the necessary information, i.e. the contact details of the owner, the address of the property, details concerning the handover of the keys and directions to the meeting point. The owner/ or the representative will meet you there and take you to your accommodation. A tour of the property with explanations will be given and the keys will be handed over to you.
Q: Is it possible to check in at any time?
A: Normally the check in time for all properties is between 4pm and 7pm. It may be possible to arrange different check in times, however, this cannot be guaranteed. For organizational purposes we ask all our clients to specify their arrival time at least one week in advance.
Q: What happens if I am delayed?
A: Should you be delayed, please let the owner/ representative know immediately. For delays after 7pm, the owner has the right to demand € 10 per waiting hour, which are to be paid directly on site.
Q: At what time do we have to check out?
A: The accommodation has to be vacated between 8am and 10am. It may be possible to extend the check out time upon previous agreement with the owner.
Q: Do I have to pay if I damage anything at the property?
A: Upon arrival the property the owner/representative will ask you for a security deposit in cash. How much this amounts to can be taken from the property description on the website and the information material we send to you by email before your trip. The deposit will be refunded to you at check out. Any additional services used, or any damages to the property will be deducted off the deposit. If the amount of the deposit is not sufficient, the owner reserves the right to seek further compensation.
Q: Who do I contact in case of a problem?
A: If you have a complaint, you have to notify Cielo di Puglia as soon as possible (by email or telephone). The guest hast to inform us of any shortcomings on the spot. In case of emergency the owner/representative can be contacted directly.
Q: How do I move around in Puglia?
A: Since most properties are located in a rural location, we highly recommend the rental of a car to get around.
Q: Does Cielo di Puglia take care of car rentals?
A: Unfortunately we do not arrange car rentals for our guests. Nevertheless, we are happy to make some suggestions. Travel Info
Q: Do I have to book the flight myself or can you take care of this for me?
A: We do not book flights but have put together some information which could be helpful. Travel Info
Q: Does Cielo di Puglia offer any additional services?
A: Yes, we do! We can arrange for instance: massages at your property, a personal tour guide, a chef who cooks for you etc. More details can be found in the detail page of each property.
In general, we are readily available if you have any questions regarding your rental, about Puglia, or any activities you would like us to organize for you.
Q: Where do I get information I cannot find on the website?
A: We strive to answer as many questions as possible on our website. For any questions which remain unanswered you can always reach us by email or telephone.