Frequently asked questions – F.A.Q.2025-02-05T12:06:32+01:00

FAQ

If you do not find the answer you were looking for below, please contact us.

How do you support guests during their stay?2021-03-29T19:26:30+02:00

We have active phone support from 08:00 – 20:00, 7 days a week, in case of any need, question, problem. We are at your service by phone, email or in person, we can get to you within hours.

Are there handicapped-accessible facilities available?2021-03-29T19:26:04+02:00

Sorry, we currently do not have any properties suitable for people with disabilities.

Are the properties non-smoking?2021-03-29T19:25:34+02:00

Yes, all our properties are non-smoking, however some have balconies, terraces or gardens where smoking is allowed.

Where is it possible to park?2021-03-29T19:24:38+02:00

In the description of each property you will find details on how and where you can park your car.

Apartments: agreement with garage offering vallet parking service

Villas: parking on site

Where do I leave the keys when I check out?2021-03-29T19:24:09+02:00

Apartments: you can leave the keys on the table and lock the door behind you.

Villas: the owners will be there to greet you and check out with you and you can leave the keys with them.

Can I leave my luggage at check-out and pick it up again when I leave?2025-02-05T11:57:39+01:00

If we do not have same-day arrivals we are willing to extend your stay so that you can safely leave your luggage at home until your departure.

Where do I find wifi passwords and key operating directions?2021-03-29T19:23:18+02:00

You will find in the property the house manual with the wifi password and the main operational directions for your stay.

Are the properties cleaned daily?2021-03-29T19:22:46+02:00

Apartments: they are cleaned upon your departure. For your safety we adopt the Safe&Clean protocol.

Villas: yes, 2 hours of daily cleaning are included in the price (except Sundays and holidays).

However, extra cleaning hours can be requested, and the additional cost is to be paid on the spot.

Are sheets and towels provided?2021-03-29T19:22:06+02:00

Yes, sheets and towels are provided, as well as courtesy set.

Apartments: towel change for stays over 4 days, sheet change for stays over 8 days.

Villas: midweek towel change, weekly sheet change.

Is there a fully equipped kitchen on the property?2021-03-29T19:21:42+02:00

All kitchens in our properties are fully equipped and well stocked with pots, pans, dishes, cutlery and glasses, kettle, toaster etc. For details see the equipment for each property.

Is there air conditioning and heating?2021-03-29T19:21:15+02:00

All apartments have air conditioning and heating for the winter period.

Heating in the villas is not included in the price.

Note that in Tuscany the heating period (determined by municipal laws) starts on Nov. 1 and ends on April 15.

How many people can stay in the house?2021-03-29T19:20:06+02:00

Each property has the maximum number of guests displayed on individual pages of the site.

Is it possible to arrange transfer on arrival or departure?2021-03-29T19:19:33+02:00

We are happy to help you arrange transfer to and from the airport or train station.

How will I receive confirmation and arrival instructions?2021-03-29T19:19:04+02:00

Once your reservation is completed, you will immediately receive an automated message letting you know that we have received it and you will receive your official confirmation shortly. It may take anywhere from a few minutes to a few hours, so don’t worry if you don’t see it immediately, it’s just processing time.

What will I be responsible for when we leave the accommodation?2021-03-29T19:18:35+02:00

By booking our properties you also agree to take care of them during your stay. For damages and losses you will be responsible just like in a hotel accommodation, although that doesn’t mean we will charge you for a broken glass!

Relax and use the apartment, take care of it as if it were your own and please initiate if anything goes wrong.

Can I cancel or change my reservation?2021-03-29T19:18:06+02:00

For any changes email us and explain what you need!

Villas: normally there is a full refund with one year notice. For cancellations with less than one year notice, payment will be refunded if the villa is re-rented.

For the 2021 season, if villa guests need to cancel due to COVID, a full refund will be made or we can move the reservation to the following year.

Apartments: cancellation is free up to 5 days before arrival.

Can I check in earlier or check out later?2021-03-29T19:17:06+02:00

We always do our best to meet the needs of our guests, should the need arise and should the apartment be unoccupied. Just notify us in time and we will let you know if it is possible.

Are there additional costs and fees beyond the nightly or weekly cost?2021-03-29T19:16:14+02:00

There is the tourist tax that we collect and pay to the City of Florence for you. It is currently € 4.00 per night per person (over 12 years old) for up to 7 nights in the city of Florence or € 1.50 per night per person for up to 7 nights in the town of Tavarnelle.

For villas, the deposit is payable in cash upon arrival and is used to pay for services requested on site and any damages.

Also, if you request extra services, they will be payable separately such as housekeeping, late check-in/check-out, transfers etc.

Why should I choose FIVE SENSES ITALIAN HOMES?2021-03-28T19:13:09+02:00

We believe in local and sustainable tourism and that accommodation is an integral part of the guest experience. Our love for Tuscany drives us to make your visit as memorable as possible. We are a small company with solid values and we champion diversity in all its forms. We oppose prejudice and discrimination in all its forms.

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