Frequently Asked Questions (FAQs)

Here is a list of the most frequently asked questions received by the Hidden Italy office:

1) Where are you?
Our firm operates from Königswinter, in the Siebengebirge region, near Bonn. Our address is:
Hidden Italy
Bettina Röhrig
Logebachstr. 5
D-53639 Königswinter
GERMANY
Tel: +49-2223-908019
Fax: +49-221-2711039
Email: info@hiddenitaly.com

Several of our staff spend part of the year in Italy. This has two benefits. On the one hand, we want to be within easy reach, should you need us during your stay abroad; on the other hand, this gives us the best contacts to the Italian home owners. We regularly add new homes to our repertoire - homeowners contact us directly and suggest their homes, we inspect the houses personally and choose what appeals to us.

2) How long have you been in the business?
Since 1995.

3) Do you have a catalogue?
No, we only work online. We find this to be more of a benefit than a disadvantage. You can look at our web pages together with the rest of your group, irrespective of where the different members live. The apartments are described in great detail on the internet and there are many pictures. In contrast to catalogues, which are only issued once a year, we are able to regularly add new additions to our portfolio - holiday properties which have joined our list during the current season. This helps to keep our service up-to-the-minute.
And last but not least, the search for the right holiday apartment is easily and conveniently solved via the internet: Either use our search engine and your required object will be rapidly found or send us your travel details and wishes per email - we will reply with a list of the available houses, meaning you won't need to do much searching.

4) Does your company really exist? What guarantee can you offer us?
Yes, we exist. Our firm has been officially registered at the Königswinter trade office since 23.02.1995 and in the Commercial Register at the Siegburg district court since 16.06.2000, under the number HRA 3779 and the name "Die Versteckte Toskana, Feriendomizile, Bettina Röhrig, e.K.".
German tax code: Steuernr. 222/5372/0202 - VAT No. DE 811863127
Travel agents are obliged to provide insolvency protection (§ 651a ff German Civil Code (BGB)). This is generally described as client's money protection or an insurance voucher. As legally required, we are naturally insured against the risk of insolvency, with the company tourVERS in Hamburg. We will send you a numbered insurance voucher with your order confirmation/invoice. Please find the translation of this insurance voucher under Risk Coverage For Package Tours.

5) What will I find in the house when I arrive?
A properly and functionally equipped holiday property for a pleasant and relaxing vacation. Special luxury can be found in those objects for which it is mentioned - in those apartments which are a class better than the others. You will also find towels, bed and kitchen linen (exceptions are indicated) and a roll of toilet paper.

6) Can we take a look at the property before we decide?
Our houses have been carefully selected and are examined regularly every year. We either check them ourselves or one of our company's employees does. In addition, our house descriptions are as detailed as possible. However, some of our customers still wish to take a look at a house before they book it. This is an understandable request, and in such cases the following conditions apply:
a) Tours will be arranged for houses with a rent of EUR 3000 and higher.
b) We will arrange a tour for a fee of EUR 500 payable by bank transfer before the tour takes place. The amount of EUR 500 will be offset against the total price if you decide to book the house. Otherwise, the fee for the tour will not be refunded.
c) Since we respect the privacy of our guests, no tours are possible during the high season or when the house is occupied. This refers to both the gardens and the house itself.
d) We cannot organise a tour at short notice. Please make sure that we receive your written request and payment of the fee four weeks prior to the day you wish to see the house.
e) If you wish to proceed, we will be happy to arrange a tour date for you. Please pay the fee first. Thank you.

7) How is a booking processed?
That is simple. Just select the house and inform us that you wish to book it. The travel and rental conditions and the booking form can be found on our web site, under Booking Information. Submit us the booking form. Depending on the availability, you will receive a booking confirmation/invoice and the insurance voucher pursuant to § 651 k German Civil Code (BGB), and we will reserve the house for you for 2-7 days. If the postal route to your home is expected to take longer, we will send you the booking confirmation and insurance voucher per fax first. This gives you the peace of mind that your booking has been processed correctly. You pay a 50% deposit immediately. This confirms your reservation. The balance must be paid 60 days before you embark on your trip at the latest. Please also read How To Make A Reservation.

8) Will you send us a reminder before the balance payment is due?
No, we will not send a reminder for the payment of the balance, as the deadline has already been stated in your booking confirmation/invoice.

9) Which forms of payment do you accept?
We accept wire transfer or credit card payment (Visa and Mastercard).

10) When will you send us travel direction for the area?
When we have received the full rental payment. The following travel documents will then be handed over: Voucher Hidden Italy, address and details of how to reach the house.

11) What happens if I am unable to travel?
Thank you for asking. We STRONGLY recommend that our clients purchase trip cancellation insurance, which will reimburse cancellation costs in the case of sickness or death. Please contact your local travel agency for these matters.

12) When is the best time for a holiday in Italy?
Our favourite times of year are May/June and September/October. But destinations linked to the world of art are not limited to any specific season.

13) How long in advance should I book?
If you wish to travel in a larger group - as soon as possible. You can even book a year ahead. If there are just the two of you, two days in advance could be adequate.