GENERAL TERMS AND CONDITIONS OF SALE FOR ACCOMMODATION SERVICES

1. Supplier and accommodation

These General Terms and Conditions govern bookings for accommodation and related services supplied by Centro Servizi Cultura Sviluppo S.r.l., registered office at Via Niccolò Puccini 80, 51100 Pistoia, Italy, VAT number 01292290473, certified email cscs@pec.cscs.it, operating the VMHostel accommodation facility at Via Torino 10, 51016 Montecatini Terme (PT), Italy (“VMHostel” or the “Supplier”). Contact: info@vmhostel.it – telephone +39 391 4245383.

2. Scope and contractual documents

The contract consists of these General Terms and Conditions, the booking confirmation or sales order, the description of the booked room and services, the applicable rate and cancellation conditions, and the VMHostel House Regulations published on the website. In the event of a conflict, the specific conditions stated in the booking confirmation prevail over these general conditions, except for mandatory provisions of law. The person making the booking is responsible for providing these documents to all guests included in the booking.

3. Booking procedure and conclusion of the contract

The availability displayed online may change until the booking process has been completed. A temporary hold does not constitute a confirmed booking. The contract is concluded when the customer receives a booking confirmation from the Supplier following successful payment, or when the Supplier expressly confirms a booking to be paid by another authorised method.

The confirmation states the room, number of guests, check-in and check-out dates, number of nights or days, unit rate, total price, included services and any special conditions. The customer must check the confirmation promptly and report any error without delay.

4. Prices, taxes and additional services

Prices are expressed in euros and include the taxes expressly indicated during booking. Any tourist tax or other charge that the law requires to be collected separately is payable in addition where specified. Shared-kitchen access, parking, additional cleaning, welcome kits and other optional services are included only when expressly shown in the booking confirmation. Parking is subject to availability. Services requested after confirmation may be charged separately.

5. Payment

Payment must be made using one of the methods made available during checkout or indicated in the booking confirmation, including bank transfer, credit or debit card, PayPal or another authorised electronic payment method. A booking subject to advance payment is not confirmed until the required amount has been received, unless the Supplier states otherwise in writing.

Bank and platform fees charged directly to the customer by the selected payment provider remain the customer’s responsibility. Where expressly indicated, the additional cost associated with PayPal is borne by the customer. Failure to make a payment by the stated deadline may result in cancellation of the booking and release of the room.

6. Changes, cancellation and no-show

The amendment and cancellation conditions are those displayed before purchase and reproduced in the booking confirmation. Any request must be sent in writing to the contact details indicated in the confirmation and takes effect only when received by the Supplier. Refunds, penalties or retained amounts are determined by the rate selected. In the event of a no-show or early departure, the amounts stated in the applicable rate conditions remain due.

For accommodation services to be provided on a specific date or during a specific period, the statutory fourteen-day right of withdrawal does not apply; any cancellation right therefore arises exclusively from the selected rate and mandatory law.

7. Guest details and legal registration

Before arrival, every guest must provide complete and accurate personal details and a valid identity document through the procedure communicated by VMHostel. Access or overnight stay by unregistered persons is not permitted. The Supplier may refuse check-in where the information or documents required by law have not been supplied, without prejudice to the applicable cancellation conditions.

8. Check-in, check-out and access

Check-in and check-out times and the arrival procedure are stated in the booking confirmation. VMHostel does not operate a twenty-four-hour reception; the expected arrival time must therefore be communicated in advance. Where authorised, self check-in may be completed by following the instructions supplied for collecting keys or using access devices. Keys, codes and access devices are personal and must not be transferred or disclosed to third parties. Late check-out or failure to return keys may generate an additional charge.

9. Room and use of common areas

The customer is entitled to use the room and services identified in the booking confirmation. Room configuration and specific amenities are described in the corresponding booking line. Common areas and any shared kitchens or laundry facilities must be used responsibly and left clean and tidy after use. Guests may access only the areas made available to them. The Supplier may assign an equivalent or superior room where operationally necessary, without reducing the essential services purchased.

10. Cleaning, linen and utilities

The booking price includes the initial provision of bed linen and towels, ordinary utilities and Wi-Fi, unless otherwise stated. For stays requiring it, scheduled cleaning and linen changes are performed at the frequency indicated in the booking or accommodation description. This is not a daily hotel cleaning service. Guests remain responsible for the ordinary cleanliness and tidiness of their room, bathroom and shared spaces. The room must be left accessible and suitably clear for scheduled cleaning.

11. House Regulations and conduct

All guests must comply with the VMHostel House Regulations published at the address shown above the present terms. In particular, smoking inside the building, admitting unregistered persons, organising unauthorised parties, causing excessive noise, using open flames or hazardous materials, and engaging in unlawful, dangerous or seriously disruptive conduct are prohibited. Animals are admitted only with prior authorisation. Serious or repeated breaches may lead to charges, removal from the property and early termination of the stay, without refund where permitted by law.

12. Security deposit, damage and additional charges

Where stated in the booking confirmation or requested in accordance with the House Regulations, a security deposit may be required at or before arrival. It will be returned after check-out, less any documented amount due for damage, missing items, extraordinary cleaning, unauthorised guests, lost keys or other breaches attributable to the customer or guests. The customer who made the booking is liable, to the extent permitted by law, for the conduct of all persons included in the booking.

13. Supplier’s liability

The Supplier provides the booked accommodation and services with reasonable care and in accordance with applicable law. The Supplier is not liable for loss or damage caused by the customer, other guests, third parties, failure to follow instructions, or events beyond its reasonable control. Nothing in these terms excludes or limits liability where exclusion or limitation is prohibited by law. Guests must take reasonable care of their belongings and report faults, damage or safety issues promptly so that corrective action can be taken.

14. Events beyond reasonable control

If the Supplier is unable to provide all or part of the service because of an event beyond its reasonable control, it will inform the customer as soon as practicable and seek an appropriate solution, which may include an equivalent accommodation, a change of dates, a voucher or reimbursement of the service not provided, taking account of the circumstances and mandatory law.

15. Personal data

Personal data are processed for booking management, payment, invoicing, guest assistance, legal registration and compliance with statutory obligations, in accordance with the privacy notice published on the VMHostel website. Data required by public authorities may be communicated to them as required by law.

16. Complaints, applicable law and jurisdiction

Any problem must be reported promptly during the stay, allowing the Supplier a reasonable opportunity to remedy it. Formal complaints may be sent to info@vmhostel.it or cscs@pec.cscs.it. The contract is governed by Italian law.

For customers acting as consumers, the mandatory jurisdiction and protections provided by the law of their country of residence remain unaffected; in particular, the competent court is the court determined by applicable consumer law. In all other cases, the Court of Pistoia shall have exclusive jurisdiction. The parties may seek an amicable settlement or use a competent alternative dispute resolution body before starting court proceedings.