Guest information
Before you arrive
Booking, arrival, your stay and departure: answers to the questions our guests ask us most often.
01
Booking
How do I book an apartment?
Choose your dates in the booking box, or open the apartment's page and press Check availability: you will see the price and conditions straight away, and can book securely online. Your confirmation arrives by email.
Can I cancel or change my booking?
It depends on the rate you choose: the cancellation terms are set out clearly before you pay. For any changes, just write to us and we will gladly help.
Which payment methods do you accept?
On our own booking portal you pay online by card. If you booked through another platform, that platform's payment methods apply.
Can I have an invoice?
Yes: simply send us your billing details straight after booking, by email or on WhatsApp.
02
Arrival
What time is check-in?
Usually from 15:00 to 22:00. In many apartments a later arrival is possible for a small supplement; the exact times are shown on each apartment's page. If you would like to arrive earlier, just ask: if the apartment is ready, we will do all we can.
What is online check-in?
Before you arrive, you register the identity documents of every guest online, as Italian law requires for all accommodation. Once your online check-in is complete, you receive the address, the instructions to let yourself in and the house rules.
Is there a tourist tax in Florence?
Yes. Florence charges a municipal tourist tax, per person per night, in line with the City Council's regulations. We will let you know the amount and how to pay before you arrive.
Where can I park?
Novoli Elite Suites, Residenza Novoli Prestige, Venovela Luxury Retreat and Tramvia Royale Suites have free private parking. For the others, each apartment's page shows the most convenient place to park; please remember that the historic centre is a limited traffic zone (ZTL).
03
During your stay
What if I need anything?
Message us on WhatsApp or give us a call: a member of our team, here in Florence, will answer.
Are cleaning and linen included?
Yes. You will find the apartment clean and ready, with linen from our own laundry and a courtesy set. For longer stays, you can request an extra clean or an additional change of linen.
Are pets allowed? Can I smoke?
Smoking is not permitted in the apartments. Whether pets are welcome depends on the apartment: please write to us before booking, letting us know the type and size of your pet.
04
Departure
What time is check-out?
Check-out is by 10:00 (11:00 in some apartments, as shown on their page). If you need more time, ask us about a late check-out: whenever possible, we will be happy to arrange it.
Can I leave my luggage after check-out?
In some apartments, yes: just ask us before you leave and we will tell you how.
Book your stay
Can't find the answer you need?
Message us on WhatsApp or give us a call: a member of our team will reply in person.