F.A.Q.

Emma Villas is an Italian Incoming Tour Operator.  It offers tourist rentals of prestigious villas and country houses with private pool in many areas of Italy.

The legal headquarters of Emma Villas is in Roma, in Via Antonio Bertoloni, 8, while the operational headquarters is in Chiusi (Siena).

The properties of Emma Villas can be found in Tuscany, Umbria, Lazio, the Marche, Liguria, Piedmont, Lombardy, Veneto, Emilia Romagna, Abruzzo, Amalfi Coast, Apulia, Sicily and Sardinia.

Emma Villas does not rent structures that it cannot control directly or in areas where it does not have direct partners who ensure the verification and perfect control of the structures, as well as adequate on-site assistance to clients during their stay. However, Emma Villas is constantly looking for qualified partners and prestigious properties throughout the Italian territory.

You can contact Emma Villas by email, by telephone (landline and WhatsApp) and through  Live Chat and the forms present in this site. You can find all useful information in the section Contacts.

Yes, toll-free numbers are available for clients who call from 24 countries.
All the numbers are listed in the section Contacts, The calls go directly to our offices in Italy.

Yes, you can use toll-free numbers to contact Emma Villas from your mobile phone.

It is possible to search for one or more villas through the search box on the homepage and in the property list. To better finalize your search, you can enter various parameters, selecting the region/s of your interest, check-in and check-out dates, number of guests and other filters, and finally click on the “Search” button (magnifying glass symbol). It is also possible to search for a villa by entering the specific name or a precise destination. However, although recommended, it is not necessary to fill in the box with the requested information and simply click on the “Search” button to view all the villas available.

Search by name:
If you already know the name of the property, just enter it in the box “location” and press the button “search”.  The system will show only the chosen property.
 
Advanced search with insertion of dates and number of beds required:
By entering the dates of interest on the appropriate fields “Check-in date” and “Check-out date”, together with the number of desired beds, you can make a more specific search to quickly find all Emma Villas properties available on the selected date and corresponding to the number of beds required.
 
Advanced search by Region:
In the same section you will find a drop-down menu where you can select the desired regions to further refine the search parameters.
 
Advanced search for “Collection & filters”:
In this section are various categories (for example: All properties, Countryside Villas, Seaside
Villas*, Lakeside Villas, Apartments,  Wellness Villas, Luxury Villas, Villas for Weddings & Events, Villas for Sports Lovers, Villas near Golf Courses etc.) to better filter your search according to your interests.
The simultaneous use of multiple filters and/or parameters can greatly restrict the list of properties on the results. Please remember that none of these fields is obligatory for search purposes.
 
*The section Seaside Villas includes all properties situated not only on the coast but also just a few km from the sea.

The page is divided in different sections:
 
Photographic gallery
Photo gallery of the external and internal environments of the property. The floor plans of the property are also included.
 
Description
General description of the structure and typology of the same.
Detailed description of the property’s environments and its exteriors
Detailed description of the park
Detailed description of the swimming pool
Acceptance or not of animals
(where present) acceptance or non-acceptance of people with disabilities
List of accessories present 

Position
Distances from main airports, stations, inhabited areas, beaches, motorways, presence of parking areas, access road/roads and attractions within 100 km
Brief description of the surrounding area (Position)
Map of the area (Google Maps)
 
Availability & prices
Calendar updated in real time and price list divided by seasonality
Section “The price includes”
Section “The price does not include”
Section “On request” is also present In the RECEPTIVE STRUCTURES. 

Reviews
Comments of previous guests with voting average are shown in this section
Some of them may be contacted for references
Where present, the section “Reviews from the Portals” is active, where feedback from our clients regarding a specific Emma Villas property, but published on other portals (for example, on TripAdvisor), is reported.

Insurance Policies and Smart Hospitality
Description of the Stay Cancellation Policy by EuropAssistance (included)
Description of the Zer0Dep Coverage by EuropAssistance (mandatory)
Description of the Health Assistance Insurance (optional)
Descrition App “Emma”

Yes, the photos and descriptions of the structures are made by highly specialized and professional personnel and reflect 100% the properties put on the site.

Within the site you may find multiple properties offered simultaneously in different solutions, with a different number of beds.  This permits a greater rentability of the properties, to larger or smaller groups.  When a structure is offered with a different number of beds (for example, PODERE SAN GIUSEPPE 8, PODERE SAN GIUSEPPE 12 and PODERE SAN GIUSEPPE 16) it means that the property has in fact 8 bedrooms but in the case of rentals with a smaller number of beds, the annexes and/or some bedrooms are closed and not rented.
We would like to stress that no other guest will be present on the property during your stay and that the entire villa, garden and pool will be for the exclusive use of only one guest group.

Yes, the calendar is always updated in real time.
If the dates are marked in RED, the structure is booked or unavailable.
If the dates are marked in WHITE, the structure is free and available.
NB. Periods marked with a light gray color are available for short or non-weekly stays longer than 7 nights.

These are portals that deal with rentals on which we have put our properties.  As these are our exclusive properties, these portals act exclusively as intermediaries for us.
Requests made on these portals are redirected directly to our operators situated exclusively in Italy.

These are portals that deal with rentals on which we have put our properties. As these are our exclusive properties, these portals (OTA) act exclusively as intermediaries for us.
Requests made on these portals are redirected directly to our operators situated exclusively in the headquarters in Italy.

The rentals generally last a week and go from Saturday to Saturday, for a maximum of 4 consecutive weeks for the same client. However, it is possible to book short stays (for example 5-6 nights), non-weekly stays longer than 7 nights (for example 8-9-10 nights) or even weekly rentals with arrivals and departures other than Saturdays.

Yes, the properties are rented at exclusive use of you and your travel companions

No, the Emma Villas properties are rented for exclusive use and no other group of guests will be present on the property for the whole duration of your stay.

The greater part of the structures have a private pool for exclusive use.
In the  Emma Villas portfolio some properties may have a shared pool but, as this is an exception, it is specified in the description within the Property Card in the section “Description”.

All the properties in the countryside or anyway not close to the sea have a pool.
Villas and apartments in seaside areas or properties situated directly on the beach may not have a pool.  Detailed descriptions can be found in the description within the Property page in the section “Description”.

The properties are controlled by Emma Villas personnel, by both the sales manager and a Quality Inspector who checks at the beginning of and during every season to verify that the property responds to the requested conditions and that every optional described on the site is present and functioning.

In the PRIVATE STRUCTURES, sheets and towels are present at check-in.
Weekly and mid-weekly linen change may be carried out only by third parties and paid directly by the guest during the stay.
 
In the RECEPTIVE STRUCTURES, sheets and towels are present at check-in and weekly linen change is available.
 
The staff of the property, on request, is at your dispostion for the whole holiday (additional costs will always be paid on site and Emma Villas will not be responsible for disservices  which the client will address directly to the owner himself or to the company that carries out the service).

Generally not, but the owner, at his own discretion, may provide you with a welcome pack when you check in

Pets are accepted in some structures and the relative specifics can be found in the description within the Property Card in the section “Description”.
In some cases an extra is required for additional cleaning (possibly specified in the “Availability at prices” section of the relative page).

It is possible on request, mainly in the low and mid season periods, and exclusively with the consent of Emma Villas and the owner.

Yes, but they vary according to the period requested, the structure selected and the duration of the stay.

A booking of more than 4 weeks in the name of the same client is not possible.

Usually short stays are possible in low and mid season periods and in any case longer than 5 nights. In the availability calendar, the periods in which short stays can be booked are marked with a light gray color. If you wish to rent a property for less than a week, you can make the online reservation directly or send a request to our Booking Office by filling out the “Information” form.

Check-in is between 16.00 and 19.00 hours and check-out is before 10.00 hours.

Change of arrival and departure times may be requested and must be accepted and confirmed by both the Owners of the structures and by Emma Villas

The owner of the property (or his representative) will be waiting for you at the structure or at a meeting place (agreed upon and indicated in the travel documents) at the established time.
For anything you should need, the Emma Villas Customer Service and Concierge department is at your complete disposal and will remain so via telephone and email.

On payment of the balance you will receive, together with the presentation vouchers, detailed directions for your chosen property. The directions, besides the address of the villa, will include the GPS coordinates and the telephone numbers of the Reception Manager in villa and the Emma Villas Customer Service.

Yes, but you will also be given the telephone number of the Emma Villas Customer Service whom you can contact for any needs or eventual incomprehension.

The difference between a private structure and a receptive structure is that the PRIVATE STRUCTURE cannot provide optional services, on the part of the owner, during the rental period.
 
Therefore in the PRIVATE STRUCTURE  optional services such as weekly linen changes, weekly or mid-weekly cleaning are not available.
These can only be provided by third parties and paid for directly by the guest during the stay.
 
In the RECEPTIVE STRUCTURE  hotel-type optional services (included or on request) such as cleaning and weekly or daily linen change, reception presence on site are available.
 
The staff of the property, on request, can be available to the guest for the whole duration of the stay (additional costs will always be paid on site and Emma Villas will not be responsible for any disservices which the client must address directly to the owner himself or to the company providing the service).
 
PRIVATE STRUCTURES and RECEPTIVE STRUCTURES have Self Catering (the houses are fully-equipped and provided with linen but not with house cleaning or personal hygiene products).

The structures are provided with fully-equipped kitchens (pans, cutlery, glasses, dishes, an adeguate number of chairs for that structure) including dishwasher, washing machine, iron and ironing board.
The eventual presence of particular optionals (dryer, freezer) will be mentioned in the Property Card in the section “Amenities and features” in the Description tab.

You will be provided with sheets, face towels, hand towels and bath towels.
Where there is a pool/hot tub you will also be provided with pool towels.

In the RECEPTIVE STRUCTURES, initial and final house cleaning is included but on intermediate Saturdays (in the case of multiple weeks) only a linen change and a general tidying up is included.
 
In the PRIVATE STRUCTURES, initial and final house cleaning is included but no general tidying up in the case of multiple weeks. Extra house cleaning service may be requested and provided only by specialised companies with whom the client will be put in contact on arrival at the property.

Weekly linen change for multiple week rentals is INCLUDED IN THE RENTAL PRICE and will usually be provided on Saturdays.
 
In the PRIVATE STRUCTURES, in the case of multiple week rentals, a linen change will be provided to you on arrival.

The RECEPTIVE STRUCTURES can provide these services and their cost is shown on the website in the Property Card in the section “Availability and prices” in the paragraph “On request”.
 
The PRVATE STRUCTURES cannot directly provide this type of service; in this case they will be performed by specialized personnel able to provide the service.

A cot and a high chair are usually already present in all the structures and are included in the final booking price. 

No, starting from the 2021 season, the security deposit previously required by Emma Villas to protect the owners in case of damage to the property (e.g. furnishings, things) will no longer be required. At the time of booking, with the payment of € 49.00, you will subscribe the Zer0Dep Coverage by EuropAssistance, which will protect you and allow you to enjoy your holiday peacefully. It therefore replaces the security deposit and you are protected in case of any damage to the property accidentally caused during your stay (up to the maximum limit of 1500 euros).

The Zer0Dep Guarantee is an insurance coverage developed in partnership with EuropAssistance that replaces the security deposit, protects you and allows you to enjoy your holiday peacefully. Zer0Dep stands for “Zero deposit” because you do not pay the security deposit upon arrival: neither in cash nor by immobilizing a substantial amount on your credit card limit. Then:
• you are protected in case of any damage to the property accidentally caused during your stay (up to the maximum limit of 1500 euros);
• avoid any dispute on the responsibility of the damage and its quantification during the check out phase
• you can live your holiday in a villa more peacefully.

In case of accidental damage to the structure during your stay, the owner or his representative will ask you to sign, at check-out or in any case before your departure, a special form that will allow him to open the claim with the insurance company and request reimbursement, relieving you and your travel companions up to a maximum value of € 1,500.00 from any obligation or compensation.

It is not mandatory to fill in the form on the website, which Emma Villas makes available to you to try to streamline the check-in procedure, but it is essential and recommended to fill it in as soon as possible for the activation of the Stay Cancellation Policy by EuropAssistance (included in the booking price). If not completed online, you will still have to provide the details requested in the form upon arrival.

No, the Stay Cancellation Insurance by EuropAssistance included in the booking price is activated only for participants entered in the Public Safety Form (with their personal data) and before the need to cancel the booking occurs. That is why it is recommended to fill it in immediately after booking

It is recommended to enter the details of all guests, including children and infants (also in order to activate the Stay Cancellation Policy for all participants). However, if not entered online, you will still have to provide the details requested in the form upon arrival

The online form requests this type of information from the group leader/booking account holder, while for the other guests, name, surname and nationality are sufficient.

Yes, this field is important so as to better organize your arrival at the villa.
In the case of arrivals by air, we kindly ask you to include your flight number and arrival time.

If you arrive at the villa without coming by air just fill in “ND” or “NA” in the field and continue.

You can request arrival at times outside this time range by sending an email to info@emmavillas.com or to concierge@emmavillas.com. The operator will verify whether it is possible to arrange arrival before or after the established times.  Late check-in has an extra cost

.

Check-out is usually requested before 10 am.  The time requested must be communicated to the reception manager, preferably on arrival or during the stay but, in any case, with sufficient notice.

Waste disposal will be explained to you when you arrive at the villa. Failed observation of these rules, which go from the correct disposal of the differentiated waste to the transport of this latter to the specific bins can entail an extra fee relative to the cleaning.

You can proceed with the registration required to access options or reservations by simply clicking on the “Register” icon at the top right of the site and accessing the “Login” section; then enter the requested data name, surname, country, language spoken, email and password. Then accept the conditions and click on the “Register me” button. Immediately after, an email will arrive with a link, by clicking on which the activation of your account will be completed.

If you do not remember your password, you can always reset it by clicking on the “Register” icon at the top right of the site and accessing the “Login” section; then click on “Forgot your password?” and enter your email address to request a reset. Immediately after, an email will arrive with a link, by clicking on which you will be directed to a new page where you will enter your email and your new password

In some cases, previously registered customers try to make options and / or reservations using a different password than the one previously set.
We advise you to check your login credentials set at registration or password reset (see instructions about password reset).

An option is a temporary block made in the name of the client who makes the request. The options normally last a maximum of 24 hours during which the client has the time necessary to make his own evaluation and to confirm or not the booking. The option confirmed through payment is automatically transformed into a booking.

Because the request is made within 60 days of arrival.  In this case payment of the total balance is requested and an option may be requested through the booking with bank transfer that requires payment of the balance within 24 hours.
You can also make the booking directly with credit/debit card using the button “Book”

As there is online booking, these must always be made through the EmmaVillas.com site.
 In order to make options and bookings, it is necessary to register on the site.
If you are a new client, you may register directly at the time of option/booking.

Once the page of the property you wish to book is displayed, click on the “Details” button. From here you will be sent to the general page of the property, where there is the availability calendar and the box on the right with the “Book” or “Option” buttons. Just click on the box relating to “Arrival / Departure” to view the calendar of the facility, on which you will be able to select the desired dates.
The selected period will be highlighted in green and just click on “Book” (if you want to book) or “Option” (to proceed with the request for temporary blocking of the property pending the final decision on any booking confirmation).
 
By selecting the “Option” or “Book” button, you will access the page where you will be asked to log in, if you are already registered and in possession of your password, or to register for the reservation if you do not have your ID and Password yet.

In order to book two or more consecutive weeks just click on the first day and on the last day of the period you are interested in which will be highlighted in green.
 
Selecting the buttons “Option” or “Book” you will enter the page where you will be asked to login if you already have a password or to make the necessary registration for the booking if that you do not have ID and password.

Remember that to proceed with the booking you need to accept the conditions on the processing of personal data and to accept the “General Booking Conditions” by selecting the boxes at the bottom of the page.

The General Booking Conditions are present in the lower section of the home page (defined “footer”) under the category “Useful Pages”.
We would like to remind you that during the booking phase it is possible to consult them by clicking on the link “I accept the General Booking Conditions”.

During the booking procedure it is possible to enter a number of people exceeding the maximum capacity of the property.  The system will tell you that the maximum number has been exceeded and the request will be subject to the approval of Emma Villas.

The required terms of payment are the following:
 

30% of the total price of booking (to be calculated on the price list) +3,9%   Emma Villas booking fees (which include the costs of opening and management of paperwork, Emma Villas commissions and Customer Service open from 08.30  to 20.00 hours, 7 days a week).
 
70% as balance to be paid within 60 days of the arrival in villa. Payments can be made with credit/debit card or by bank transfer.

In the case of a booking made in the 60 days prior to the date of arrival, you will proceed to a one-time payment of the entire amount of the rental at the time of booking.
The method of payment is the same as that adopted in a normal booking procedure.

You can make the payment with credit/debit card or by bank transfer.
 
Credit/debit card. Recommended method of payment that entails the immediate booking of the property in the client’s name. No supplementary fee is requested for this method. Choosing this method of payment and clicking on the apposit con you will accede immediately to the payment system Secure Site where you will enter the details of your credit/debit card confirming the payment..
 
At the conclusion of the procedure, if the transaction has cleared, confirmation of payment will be displayed and the booking confirmation can be viewed in the reserved area.
 
Bank transfer.  This type of booking is subject to verification on the part of the operator and from the moment of acceptance an option is entered which blocks the structure temporarily for 24 hours.  In order for the booking to be definitely confirmed it is necessary to send via email/fax a copy of the bank transfer by said deadline.  At the time in which the option is entered, the bank details will be visible on the contract sent by the system and by email sent directly from the operator.

No fee is requested for payment of the deposit.

In the case where the option expires without having received your payment, the option
is forfeited.  The system automatically cancels the existing block entered in your name on the property, rendering it again available for online booking on the part of other clients.

By using your Reserved Area and entering in the details of the booking present in the section “Your Bookings” then in “Open the option”, you just need to choose which method of payment to use by clicking on the button “Pay” and proceeding to payment with the method you choose.

In the case of down payment, as this type of booking is treated as an option, if the terms are not respected, the system frees the structure at the expiration of the indicated deadline making it available online again, so the sending of the copy of the implemented bank transfer within the terms stated on the contract is required.

In this case, in compliance with the general conditions and terms of booking, the system cancels the reservation and enters it in disposal tax, sending you an email to inform you of the cancellation and related penalties.

Cancellation of a booking, even if substituted by another one, provides for the payment of the following penalties:
 
30% of the total price of the booking plus the EV booking fees in the case of cancellation of the booking communicated before the 60^th day from the beginning of the stay;
60% of the total price of the booking plus the EV booking fees in the case of cancellation of the booking communicated between the 59^th and the 30^th  day from the beginning of the stay;
80% of the total price of the booking plus the EV booking fees in the case of cancellation of the booking communicated between the 29^th and the 15^th day  from the beginning of stay;
100% of the total price of the booking plus the EV booking fees in the case of cancellation of the booking communicated within 14 days from the beginning of stay.

Thanks to an important agreement with the EuropAssistance insurance company, the final price of the booking always includes an insurance policy to cover the penalties applied in the case of cancellation of the stay.

You can request a cancellation through your Reserved Area, always using the “Your bookings”. Once the booking is open, you will be able to click on “Cancel Booking”.
In this way the request will be received by the operators who, accepting it, will cancel said booking by sending you a confirmation email.

Yes, it is possible. However, the changes requested after the booking has been confirmed do not oblige the organiser in cases where these can not be satisfied. The organiser will do everything possible to accommodate you but, in any case, any change or modification, if accepted by the organiser, provides for the client a fixed charge of €50.00. In the case of request for changes to bookings in structures that have two versions, the booking change to the version that has less beds than the one previously booked will result in a penalty, which may vary according to the seasonality booked and will be established in agreement with the owners.

On payment of the balance, if the Booking Form has been returned duly completed and signed, you will receive an email with the travel documents containing the 2 vouchers to be handed in on arrival and directions to reach the property, on which you will find the exact address of the villa, the GPS coordinates and the numbers of the Check-in Manager and the Emma Villas Customer Service. You will also receive the Booking Summary email with all the documentation relating to the General Booking Conditions and insurance coverage included / paid.

If you have paid the balance but have not sent the signed Booking Form, the documents will not yet have been generated by the system and so will not yet have been sent
Otherwise you can always contact our Customer Service, writing to concierge@emmavillas.com .

In your Reserved Area  on our site you will find the following sections:
 
Change password: section where you can reset your password.

Your data: inside you can find a summary of your personal data and those relating to billing. You can always modify / update the data and click on “Save”.
 
Your bookings: within this section you will find the complete summary of your active bookings which you can access through the “Open Booking” button.
 
Booking Archive: within this section you will find the complete summary of the bookings made by you since you registered on www.emmavillas.com.
 
Pending payments: in this section you will find a summary of the bookings for which you need to make a payment.
 
Contact us: within this section you will find all the useful ways to contact us.

Faq: by clicking you access the Faq you are reading.

You can access your Reserved Area after logging in via the log-in section, by clicking on the house icon (“Private Area”) located in the upper right part of the site, to the left of the “Disconnect” field “. If you don’t remember your credentials, you can reset your password by clicking on “Forgot your password?” (see instructions about password reset).

To fill in the Insurance Form in your Reserved Area, access your Reserved Area and click on the “Missing Data Insert” button under the Public Safety Form “. You will be automatically directed to the form to fill out online. Once completed, click on “Save”.

To fill in the check-in form and details of arrival in your Reserved Area, log in to your Reserved Area and click on the “Open Booking” button. You will be automatically redirected to the summary of your reservation where you will see a box called “Check in and details of arrival”. Please enter and once the form is completed, confirm the information entered by clicking on the “Save” button.

To fill in the public safety form in your Reserved Area, access your Reserved Area and click on the “Missing data Insert” button under the Public Safety Form “. You will be automatically directed to the form to fill out online. Once completed, click on “Save”.

Yes, thanks to an important agreement with the Europ Assistance company, the final booking price  always includes an insurance policy to cover the penalties applied in the case of cancellation of the stay.
No extra cost is required for the stipulation of this policy which is already included in the rental price. Moreover, it is not possible to exclude this policy from the final booking price: the client can decide whether to use these services or not.

In the final price of the reservation is included the Insurance Policy for the cancellation of the stay. From the 2021 season, in addition to objectively documented and unforeseeable health or work reasons at the time of booking, you can cancel and be refunded in the event of:
• reasons related to chronic and pre-existing diseases (new)
• Covid-19 infections (new)
• epidemics and pandemics that directly affect you, your travel companion or family member (new)
• terrorist attack that hit the place of stay (new)

The optional Insurance Policy provided by Europ Assistance Italia Spa offers:
 
Health assistance with the Operations Centre 24 hours a day, 365 days a year
Assistance to the vehicle to and from the place of stay and for the duration of the holiday
Health care for parents left at home
Medical Expenses Reimbursement
Warranty “repeat trip” which, in the case of health return or early return, guarantees the reimbursement without deductible of the fee paid and not used
 
For further details, refer to the Policy Conditions.
 
Payment of the optional policy can be made at the same time as the payment of the deposit or the balance of the booking.