F.A.Q.

servicesbooking
How do I collect the keys?
VeniceIN provides a Meet & Greet service for the handover of keys. Multilingual staff will be waiting for you at the public transport stop closest to the apartment and from there they will accompany you to your accommodation.
What time can I collect the keys?
For all destinations, you will be given an appointment for key collection. It is essential that at the time of booking, or at least 3 days before your arrival, we communicate via email or on the phone to confirm the time of your arrival . Normally the apartment is available from 14:30 onwards, but you can request different times subject to the availability of the apartment. You can also make use of the luggage storage facility at our office.
Can I collect the keys at night?
The key delivery service is from 15:00 to 22:30. After this time, there is a charge for the service. From 22:30 to 00:00, the cost is € 50.00. After midnight, the cost is € 70.00 to be paid at the time of delivery.
Where do I leave the keys on the day of departure?
Our hostess will provide you with all the information when you arrive. Normally a representative of VeniceIN will come to the apartment at an agreed time between 9:00 and 11:00 am. If you are vacating the apartment outside these times, you simply leave the keys in the apartment.
What is the checkout time?
The apartment must be vacated by 11:00 on the day of departure.
Where can I leave my luggage?
There are several left luggage offices in Venice: in Piazzale Roma or at the Santa Lucia railway station. Alternatively, you can leave your luggage at the VeniceIN offices.
Are pets welcome?
We love animals but unfortunately, not all of our apartments are suitable for pets, so it is best to enquire at the time of booking.
Is linen provided?
Yes, on arrival you will find sheets and towels for each booked guest and tea towels in the kitchen.
Is a change of linen included?
No, but this can be arranged at a cost.
Do I have to clean the apartment before leaving?
No, we have specialized staff to do that, but we do ask that you to make sure all the dishes have been washed (plates, glasses, pots, pans etc.) and to dispose of any rubbish.
Does the apartment have a telephone?
Not all our apartments have a telephone, so it is best to specify this requirement at the time of booking.
Do you provide cots?
We have camping cots for children up to 3 years, but we do not provide bedlinen as this would not be hygienic for such young children. There is an extra charge for the cot – please ask at our booking office or book the baby kit directly on the SERVICES page.
What documents will I be asked for on arrival?
You will have to leave your Identity Card or Passport in order to be registered with the police, together with your ‘Booking confirmation’ that shows your accommodation has been paid for.
Can I pay the security deposit by credit card?
Yes, we accept all major credit cards. We also accept cheques made out in Euros, or cash.
Are there supermarkets / restaurants close by?
When you check-in, our hostess will show you where the nearest supermarkets and restaurants are on a map.
Who can I contact if I need assistance during my stay?
When you check-in, as well as giving you the office phone number, the hostess will give you the names of people to contact for any type of problem you may have during your stay.
Is the reservation immediate?
Yes. It will be considered confirmed upon receipt of the full amount.
What are your methods of payment?
The reservation can be paid by credit card, PayPal or bank transfer. If you choose to pay by bank transfer, at the end of the booking process you will receive an e-mail with the bank details so that you can make the payment.
What is included in the price?
The price includes the rental of the apartment for the selected period, the welcoming service on arrival up until 22:30, the initial and final cleaning, a complete set of linen per person and any other pre-purchased services selected from the SERVICES page on our website made together with the reservation.
What is not included in the price?
The price does not include the welcoming service for arrivals after 22:30, any additional services that were requested after the reservation was made and the tourist tax.
I have to cancel my reservation. What is the cancellation policy?
Cancellation fees depend on when you cancel your reservation:
A) if a cancellation is made at least15 days before arrival, VeniceIN will charge a cancellation fee equal to 20 % of the total amount already paid.
B) if a cancellation is made less than 15 days before arrival, VeniceIN will charge a cancellation fee equal to 50 % of the total amount already paid.
C) if a cancellation is made less than 7 days before arrival, VeniceIN will charge a cancellation fee equal to 100 % of the total amount already paid.
D) if the customer decides not to take advantage of an additional service that was booked, VeniceIN will charge an amount equal to 100 % of the additional service in question.
Can I change my reservation?
Reservations may be changed free of charge up to 20 days prior to arrival. A change of reservation request is subject to availability of the apartment you have chosen and the number of beds and nights required.