FAQ FOR OWNERS
Can I make changes to the properties registered?
It is possible to make changes at any time, both to the description and to the photos of your properties. All you have to do is access your owner's homepage using your personal username and password and click "houses". All your properties will be displayed. Click the property you wish to change. The information on the properties is contained on datasheets which you can see at the top of the page. Remember to click "confirm" after making all changes. Your changes will be active on Tuscany Rent Direct within one or two working days.
Can I make changes to the structure of the web page relating to my properties?
No, you can't. Tuscany Rent Direct web pages have a fixed structure. This means that you can change the information and photographs but not the layout. Our aim is to present information in a consistent and uniform way to simplify the choice of the potential tenant. The descriptions, prices, photos and miscellaneous items appear with the same layout in every advert.
How long after I register will I be on line?
After correctly filling in all the datasheets regarding your property and all the compulsory fields, you will be contacted by the staff of Tuscany Rent Direct to define the conditions of the agreement in detail. Your house will be visible on the website within a few days of payment: the minimum time necessary to check the exact nature of the information and process your plan.
How can I optimise the efficiency of my advert?
There are several things you can do to encourage reservations:
1) Improve and update photos. Use a digital camera and keep the photos of your property and the surrounding view up to date.
2) Summarise the descriptions of your property. Take advantage of all the boxes relating to facilities to give a better idea of what your property offers in a brief but effective way.
3) Regularly update your availability calendar.
4) Indicate new rates at least 12 months in advance.
Can I register more than one property unit for rental on the website?
Yes, you can. After registering, you can add more than one property. The annual cost will be calculated on the bases of every single room or apartment. Only when you exceed 2 units will you be entitled to a 10% discount. There will be a further 20% discount for holiday farms and B&B from the fifth unit.
I have forgotten my owner's password. What can I do?
Don't worry if you've forgotten your password. Send us an e-mail to service@backworks.it, indicating your details and the words "Request Password" in the subject box. Our staff will immediately send you an e-mail containing your forgotten password. If you prefer, you can also contact us by phone at our freephone number 800 95 33 65 (for calls from Italy only).
How can I make direct contact with a manager of Tuscany Rent Direct?
You can write or phone us, using the following addresses and numbers:
Tuscany Rent DirectVia delle Mura 653011 Castellina in Chianti (SI)Tel: +39 (0)577 1701111Fax: +39 (0)577 742249E-mail: info@tuscanyrentdirect.comFreephone: 800 95 33 65 (for calls from Italy only)Our staff is at your disposal from 10:00 a.m. until 6:00 p.m.
FAQ FOR RENTERS
Is Tuscany Rent Direct an agency?
No, it isn't. Tuscany Rent Direct is a service which allows property owners to publish announcements regarding their accommodation facilities and helps potential tenants to find suitable holiday accommodation. Tuscany Rent Direct will send your enquiry directly to the owners without charging you any fee.
How do I contact the owners?
Tuscany Rent Direct puts you in direct contact with the owners, who will tell you how to rent their property. However, the first exchange of information will take place via the Tuscany Rent Direct enquiry form, which will be sent immediately to the owners. This form can be used to make a reservation or ask the owner questions. To make communication quicker, we advise you to give the owner as much information as possible. We recommend that you indicate the dates you would prefer and any possible alternatives, the number of people - separately for adults and children, whether you would like to bring a pet, etc. If you have special needs or further questions, please don't hesitate to ask. Make sure that you are given a rental contract or a clear rental agreement. This document should include the date and time of arrival and departure, the payment procedure, terms and conditions relating to cancellations and methods of reimbursement.
In which languages can I communicate with the owners?
In general, most of the owners should be able to answer requests for information in their mother tongue and in English. However, Tuscany Rent Direct has developed a system which enables you to swap e-mails with the owners with no language difficulties. Every e-mail you swap using our website will have a button for translation to and from any language (English, German, Dutch, Russian, etc.).
I have sent an enquiry via Tuscany Rent Direct but haven't received a reply. Why?
As Tuscany Rent Direct immediately sends your e-mail and a text to the owner's mobile phone to inform him/her of the enquiry, if you haven't received a reply within 24-48 hours, we advise you to find an alternative for your holiday by selecting a similar property.
How do I know that the properties advertised really belong to the person I contact?
Although we do our best to pre-select the properties, we cannot give you any guarantee that this is the case. Fraud is rare in this sector, but cannot be excluded altogether. The fundamental rule is to proceed with caution when making payments, and to do so only using a postal order or bank transfer. Look out for these signs of possible fraud: unusually low price, uncertainty regarding the exact location of the property, or any suspicious behaviour by the owner. We suggest as well that you speak to the owners in person over the phone. If you aren't sure, ask for some of the following details to be sent by fax: photocopies of electricity, gas or landline phone bills or, better still, a photocopy of the municipal registration papers of the property.
In what currency are the prices indicated and what do they refer to?
The prices may indicate the amount payable per day, week or month. The datasheet of every property advertised on our website will expressly indicate the period to which the price indicated refers. The prices are not to be considered per person, but per property and the currency usually used is the Euro. A link on our web page will help you find the exchange rate for your own currency. The final price will be confirmed by the owner via e-mail.
Are the prices fixed or is there room for negotiation?
Most of the owners are usually flexible during specific periods of the year. Consequently the prices indicated could be subject to changes and discounts to be negotiated directly with the owner.
Are there any extra costs in addition to the rates indicated?
There will probably be other costs for cleaning at the end of your stay, as well as a deposit payable to cover any damage, heating, telephone calls or other specific services provided by the property. These costs should be explicitly indicated in the rental contract. However, we recommend that you ask the owner directly if there are any extra costs before paying the deposit.
How do I handle payments?
Payments must be made directly to the owner. As each rental is individual, the payment terms and conditions may vary. The owner usually requires a deposit of rent, then the balance will be paid in one or two instalments. The payment methods may vary too. We recommend the use of credit cards, PayPal or bank transfer. Before sending the deposit, we advise you to check the owner's cancellation policy, which it is best received in writing. We also recommend that you take out holiday insurance. This can protect your holiday against unexpected events and, should it be necessary, enable you to cancel it.
What happens when I arrive at the property?
Some owners live next door or locally and will meet you. Otherwise they will organise a meeting with their representative at the property. Ensure that you have details that will help you if you run into problems or are late (mobile phone number of the owner or representative, etc.). If you are late due to travelling difficulties, please be so kind as to advise the person waiting for you.
What happens if I have problems while I am on holiday?
In the unlikely event that something breaks or doesn't work while you are staying in the property, call the owner. He/she should be able to solve the problem quickly and professionally.
Do I have to clean the property before I leave?
The policies on cleaning at the end of your stay vary from structure to structure. In some cases it is necessary to clean the property and wash the linen. In other cases, cleaners will clean the property after your departure. In this case, the cleaning costs must be paid for separately. Remember to ask the owners what time the property must be vacated by. Even if cleaning has been arranged, you ought to leave the property in good condition. Remember that you are guests.
Can I claim a reimbursement in the case of bad weather?
The weather is beyond the control of the owners. If you decide not to check in, or arrive late due to bad weather, it is unlikely that you will receive reimbursement for the days you do not stay at the property.
ADVICE FOR TENANTS
1) Book in time. Early booking guarantees the widest range of choice. Avoiding last minute bookings may actually mean you can save money, as flights and transport are available at lower prices when booked early.
2) Obtain a copy of the rental conditions. Ensure that you are in possession of the rental contract before sending payment.
3) Remember all deadlines. If you forget the terms of payment, you may lose your deposit or your reservation could even be cancelled.
4) Check the cancellation terms. Obtain a clear cancellation policy in writing from the owner. Some owners do not allow cancellation and reimbursements of deposits during certain moments of high season. We advise you to take out insurance coverage for such events.
5) Obtain complete instructions in advance. The instruction before your arrival must include details on how to reach the rented property: collection of keys, the mobile phone number of the owner or representative, etc. Ask for the arrival and departure times for the property rented in advance.
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