Service management in the event of cancellation and complaint

1 In the event of a cancellation, both host and owner have unanimously revoked the accommodation contract. At least initially, cancellation is only possible for the guest according to the cancellation conditions. In accordance with the cancellation agreement adopted previously, this means that the claim for payment of the owner of the accommodation price is canceled totally or partially.

1.1 The guest may also exercise this objection against villaonline as the new creditor of the claim. Therefore, villaonline will be obligued to reimburse the guest the corresponding cancellation amount in accordance with the cancellation conditions agreed between guest and owner.

1.2 In the event that the owner wishes to cancel a reservation already confirmed and that villaonline, after due diligence, has reached the conclusion that such reservation is objectively impossible and that the owner is responsible for it, then villaonline will accept the cancellation of the owner. In accordance with the cancellation conditions, the guest will be reimbursed for all the expenses incurred. Specific provisions apply to the owners, which are included in the cancellation conditions of the management contract signed at the beginning of the contractual relationship. In this case, both the guest and the owner declare the dissolution of the contract.

2 In the event that the guest submits a complaint to villaonline at least in written form within 24 hours of check-in, which validates the defects in the accommodation, villaonline will check these objections and try to provide a solution of common agreement.

2.1 The parties agree that, in the case of a common solution, the price of accommodation may be reasonably reduced subsequently.

2.2 The parties agree that, in the case of a reduction of mutual agreement, the assigned claim will not be considered, as in principle, fully.

2.3 The parties agree that, in the case of a mutually agreeable solution, the owner pays the guest the difference between the original accommodation price and the price subsequently determined by the guest and owner due to the defects.

2.4 The parties agree that the owner provide to villaonline, as compensation, the part of the debt that he prescribes because of the reduction of the price imposed by common agreement (difference in accordance with section 2.3).

3 In the event that it is not possible to find a friendly solution within 14 days, villaonline will make a decision based on the information available. Villaonline is obliged to consider equally the interests of both parties. The parties agree to accept this decision.

4 Cancellation of the Reservation by the Tenant: In case of cancellation of the reservation by the tenant. The total amount paid as a reservation will be lost if it is canceled with less than 56 days of notification.

5. The obligation to maintain the reservation, with loss of deposit, shall cease when the accommodation is not occupied before twelve hours of the following day of the one fixed for it, unless, within said period, the client confirms his arrival and this is confirmed. must produce before the amount of the accommodation for the days to pass exceeds the amount of the deposit.

6. In case of exceptional events (earthquakes, strike, war), if the guest can not enjoy the house, the reservation will be reimbursed up to a maximum of 75%.