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Terms & Conditons

Applicable to all bookings and website use · Last Updated: 18 March 2026

1. About Us & Acceptance of Terms

These Terms and Conditions ("Terms") govern your use of the Palazzo Ceraselli website (www.palazzoceraselli.com) and all reservations, stays, and services provided by Palazzo Ceraselli ("we", "us", "our"), a luxury hospitality property located in Martina Franca, Valle d'Itria, Apulia, Italy.

By accessing our website, making a reservation, or staying at our property, you ("Guest", "you", "your") confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, please do not use our website or services.

These Terms are governed by Italian law and applicable EU regulations, including but not limited to the Italian Tourism Code (Legislative Decree no. 79/2011), the Consumer Code (Legislative Decree no. 206/2005), and relevant provisions of the Italian Civil Code.

2. Reservations and Booking

2.1 Making a Reservation

Reservations may be made through our official website, by telephone, by email, or through authorised third-party booking platforms. A reservation is considered confirmed only upon receipt of a written confirmation from Palazzo Ceraselli and payment of the required deposit or full payment as specified at the time of booking.

2.2 Booking Confirmation

Upon successful reservation, we will send you a booking confirmation to the email address provided. Please review this confirmation carefully. Any discrepancies must be reported within 24 hours of receipt. Palazzo Ceraselli is not responsible for errors resulting from incorrect information provided during booking.

2.3 Guest Requirements

The lead guest making the reservation must be at least 18 years of age and must possess a valid payment method. Italian law requires all guests (including minors) to present a valid identity document (passport or national identity card) at check-in. This information will be communicated to the Italian Public Security Authority (Questura) as required by law.

2.4 Accuracy of Information

You are responsible for ensuring that all information provided at the time of booking is accurate, complete, and up to date. Palazzo Ceraselli accepts no liability for loss or inconvenience arising from inaccurate information provided by the guest.

3. Rates, Payments & Taxes

3.1 Room Rates

All rates published on our website are in Euro (€) and are subject to change without prior notice until a booking is confirmed. Rates quoted at the time of confirmation are binding for that specific reservation.

3.2 Payment Terms

Payment terms are as specified in your booking confirmation and may include:

  • A non-refundable deposit (typically 30–50% of the total stay value) due at the time of booking
  • The remaining balance due by the date specified in the confirmation or, if not specified, upon check-in
  • Full prepayment for promotional or non-refundable rate bookings

We accept major credit and debit cards. Payment card data is processed by our secure, PCI DSS-compliant payment provider. We do not store full card details on our systems.

3.3 Taxes and Local Levies

All rates are inclusive of Italian VAT (IVA) at the applicable rate. The Martina Franca tourist tax (tassa di soggiorno), where applicable, may be charged separately at check-in and must be paid in cash unless otherwise stated. The amount is set by the local municipality and is subject to change.

3.4 Currency & Exchange

All transactions are processed in Euro. If you pay in a different currency, your bank or card provider will apply the applicable exchange rate. Palazzo Ceraselli bears no responsibility for exchange rate differences or additional charges levied by your financial institution.

4. Cancellation and Modification Policy

4.1 Standard Cancellations

Unless a non-refundable or special rate applies, our standard cancellation policy is:

Cancellation timingChargeMore than 14 days before arrivalFull refund of deposit paidBetween 7 and 14 days before arrival50% of total reservation valueWithin 7 days of arrival or no-show100% of total reservation value

Cancellation policies for specific rate types (e.g., early bird, promotional, non-refundable) are stated at the time of booking and take precedence over the standard policy above.

4.2 How to Cancel

Cancellations must be submitted in writing (email or letter) to info@palazzoceraselli.com. The effective date of cancellation is the date on which Palazzo Ceraselli receives the written notice. Verbal cancellations will not be accepted.

4.3 Modifications

Requests to modify an existing reservation (dates, room type, number of guests) are subject to availability and may result in rate adjustments. Palazzo Ceraselli will make reasonable efforts to accommodate changes but cannot guarantee them, particularly during peak periods.

4.4 Force Majeure

Palazzo Ceraselli is not liable for cancellations caused by circumstances beyond its reasonable control, including natural disasters, pandemics, civil unrest, government restrictions, or other force majeure events. In such cases, we will endeavour to offer alternative dates or, at our discretion, a refund proportional to the services not rendered.

4.5 Consumer Right of Withdrawal

Where a Guest qualifies as a consumer under Italian and EU law and the reservation was made entirely online without any prior physical presence (distance contract), certain statutory rights of withdrawal may apply pursuant to the Consumer Code (Legislative Decree no. 206/2005). However, please note that pursuant to Art. 59(1)(l) of the Consumer Code, the right of withdrawal does not apply to accommodation services for a specific date or period. For any questions about your rights, please contact us.

5. Check-In, Check-Out & House Rules

5.1 Check-In and Check-Out

Standard check-in time is 15:00 (3:00 PM) CET. Standard check-out time is 11:00 (11:00 AM) CET. Early check-in or late check-out may be available upon request and subject to availability; an additional charge may apply. Guests arriving outside of these hours should inform us in advance.

5.2 House Rules

To ensure a serene experience for all guests, we ask that you observe the following:

  • Respect for other guests: quiet hours are observed between 22:00 and 08:00
  • No smoking inside the property or in designated non-smoking areas. Smoking is permitted only in specified outdoor areas.
  • No pets unless expressly agreed in writing prior to arrival
  • All guests must register with valid identity documents at check-in
  • The maximum number of occupants per accommodation unit must not be exceeded
  • Palazzo Ceraselli reserves the right to refuse entry or request departure (with no refund) if guests cause disturbance, damage, or behave in a manner inconsistent with the property's standards

5.3 Damage and Loss

Guests are financially responsible for any damage caused to the property, furniture, equipment, or amenities during their stay, whether caused by the guest or members of their party. We reserve the right to charge the credit card on file for any such damage. A pre-authorisation may be taken at check-in as a security deposit.

6. Services and Facilities

6.1 Availability of Services

Palazzo Ceraselli strives to make all advertised services and facilities available throughout your stay. However, we reserve the right to temporarily withdraw or modify certain services (e.g., pool, spa, restaurant) for safety, maintenance, or unforeseen operational reasons without liability. Where practicable, advance notice will be given.

6.2 Special Requests

We will endeavour to fulfil any special requests (e.g., dietary requirements, room preferences, accessibility needs) but cannot guarantee them unless confirmed in writing as part of your booking.

6.3 Third-Party Services

Palazzo Ceraselli may arrange third-party services on your behalf (e.g., private transfers, excursions, restaurant reservations). Such services are provided by independent third-party operators; we act as an agent only and are not liable for the quality, safety, or performance of third-party services. Your statutory consumer rights against such operators remain unaffected.

7. Website Use

7.1 Permitted Use

You may use our website solely for lawful personal purposes, including browsing property information and making reservations. You may not use our website for any commercial purpose, data scraping, or any activity that may harm the website's functionality or security.

7.2 Intellectual Property

All content on this website — including but not limited to text, photography, graphic design, logos, and software — is the intellectual property of Palazzo Ceraselli or its licensors and is protected by Italian and EU copyright law. You may not reproduce, distribute, modify, or otherwise use any content without our prior written consent.

7.3 Accuracy of Website Content

While we take care to ensure the accuracy of the information published on our website, we make no warranty that the content is complete, current, or free from errors. We reserve the right to modify content at any time without notice.

7.4 Links to Third-Party Websites

Our website may contain links to third-party websites. These links are provided for your convenience only. Palazzo Ceraselli has no control over the content or privacy practices of such sites and accepts no liability for them.

8. Liability and Indemnification

8.1 Limitation of Liability

To the maximum extent permitted by applicable Italian and EU law, Palazzo Ceraselli shall not be liable for:

  • Indirect, incidental, consequential, or punitive damages arising from your use of the property or website
  • Loss of personal property, including valuables not deposited in the in-room safe or with reception
  • Injury caused by the guest's own negligence or failure to follow instructions
  • Service failures caused by third parties, utility interruptions, or force majeure

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable Italian or EU law.

8.2 Guest Indemnification

You agree to indemnify, defend, and hold harmless Palazzo Ceraselli and its owners, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising out of your breach of these Terms, your negligent or unlawful conduct during your stay, or your use of this website in violation of applicable law.

9. Complaints and Dispute Resolution

9.1 In-Stay Complaints

We encourage you to raise any concerns or complaints immediately during your stay so that we can address them promptly. Please contact reception or management directly.

9.2 Post-Stay Complaints

If your concern was not resolved during your stay, please contact us in writing within 14 days of check-out at info@palazzoceraselli.com. We will acknowledge receipt within 5 business days and provide a substantive response within 30 days.

9.3 Online Dispute Resolution (ODR)

If you are a consumer based in the EU and have a complaint that cannot be resolved directly with us, you may use the European Commission's Online Dispute Resolution (ODR) platform, accessible at https://ec.europa.eu/consumers/odr/. You may also contact the competent local consumer protection authority or the Italian Arbitro Bancario Finanziario where relevant.

10. Privacy

Our collection and use of your personal data in connection with these Terms and your use of our services is governed by our Privacy Policy, which forms an integral part of these Terms and is incorporated herein by reference. Please read the Privacy Policy carefully. By accepting these Terms, you acknowledge that you have read and understood our Privacy Policy.

11. Changes to These Terms

We reserve the right to modify these Terms at any time. The revised Terms will be posted on our website with an updated effective date. Your continued use of our website or services following the posting of revised Terms constitutes your acceptance of the changes. We recommend reviewing these Terms periodically.

12. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of Italy. Any dispute arising out of or in connection with these Terms that cannot be resolved through our complaints procedure or the ODR platform shall be subject to the exclusive jurisdiction of the courts of Taranto (TA), Italy, subject to any mandatory EU consumer protection provisions that afford greater protection to consumers in their country of residence.

13. Severability and Waiver

If any provision of these Terms is found to be unlawful, void, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. No waiver by Palazzo Ceraselli of any breach of these Terms shall constitute a waiver of any subsequent breach.

14. Contact Information

For any enquiries relating to these Terms and Conditions, please contact:

Palazzo Ceraselli — Guest Relations

‍Email: info@palazzoceraselli.com

Postal address: Strada Santantuono, Zona E, Int 1, Martina Franca (TA), 74015, Puglia, Italy

Website: www.palazzoceraselli.com

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