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Terms & Conditions

Last updated: 03 October 2026

These Terms & Conditions ("Terms") govern the booking and stay of guests ("Guest", "you") at the holiday rental property described below ("Property"), operated by Fulvio Francesco Di Napoli, a private individual, carrying out non-business tourist rental activity ("locazione turistica in forma non imprenditoriale") based in Italy ("Host", "we", "us"). By booking a stay, you agree to these Terms.

1. The Property

  • Name: The Haven Suite in Duomo

  • Address: Via Torino 18, 20123 Milan, Italy

  • Maximum occupancy: 2 guests

2. Booking & Confirmation

  • A booking is confirmed only once you receive written confirmation (email) from the Host and, where applicable, the required deposit or full payment has been received.

  • The person making the booking must be at least 18 years old and will be considered the lead Guest, responsible for all members of the party.

  • Accurate and complete information must be provided at the time of booking, including full identification details for all guests as required by Italian law (see Section 12).

3. Prices & Payment

  • Prices are as stated at the time of booking and are quoted in EUR, inclusive of cleaning fees and exclusive of the city tourist tax.

  • Payment terms: Payment in full (100%) is due at the time of booking. The booking is not confirmed until payment has been received in full.

  • Accepted payment methods: credit card, debit card.

  • A local tourist tax ("tassa di soggiorno") may apply per local municipality regulations and is payable through the self-check-in online tool prior to arrival — €9.50 per night/person. 

4. Cancellation Policy

  • Please refer to our separate Cancellation Policy for full details.

5. Check-in / Check-out

  • Check-in: from 15:00 on the day of arrival.

  • Check-out: by 10:00 on the day of departure.

  • Early check-in or late check-out may be arranged in advance, subject to availability and possible additional charges.

  • The guests must register their check-in information through the self-check-in online tool.

  • Guests must present valid photo identification (passport or national ID card) for all occupants at check-in, in compliance with Italian public security regulations (see Section 12).

6. Guest Obligations & House Rules

Guests agree to the following house rules.

Rules marked [MANDATORY] are binding conditions of the stay; serious or repeated breaches may result in termination without refund (see Section 7).

Rules marked [COURTESY] are practical requests to help maintain the Property and respect neighbours.

  • [MANDATORY] NO-SMOKE: The house is smoke-free, please don't smoke inside.🚫

  • [MANDATORY] NO-PARTY: This is a residential building, please keep the noise down to not bother my neighbors.🚫

  • [MANDATORY] Pets are not allowed.🐾🚫

  • [MANDATORY] Please don't introduce metal objects in the microwave🔩

  • [COURTESY] Please turn off the air conditioning when you are out, to reduce energy waste. 🌍🌱💚

  • [COURTESY] Please leave wet umbrella outside, there is a dedicated basket.🌂

  • [COURTESY] Please don't walk on the parquet with wet or dirty shoes.👟👟

  • [MANDATORY] Please dispose the recyclable garbage in the dedicated bins♻️. They are located under the sink:

7. Host's Rights

The Host reserves the right to:

  • Refuse or cancel a booking in case of suspected fraudulent activity, breach of these Terms, or unavailability of the Property due to circumstances beyond the Host's control (force majeure), in which case a full refund will be issued.

  • Enter the Property in case of emergency or with reasonable prior notice for maintenance purposes (see Section 11).

  • Terminate a stay without refund if the Guest seriously breaches these Terms or house rules (e.g. no check-in information provided, no city tourist tax paid, property damage, excessive noise, illegal activity).

8. Security Pre-Authorisation (Deposit)

To cover potential damage to the Property, a security pre-authorisation is applied to the lead Guest's credit card at or before check-in.

How it works: 

  1. A temporary hold of 300 EUR is placed on your credit card. No money is drawn from your account at this stage.

  2. The hold is automatically released in full within 7 days after check-out, provided no damage has been identified.

  3. If damage is found, the Host will notify you in writing, providing photographic evidence and an itemised statement of costs. The Host may then capture part or all of the pre-authorised amount to cover the cost of repair or replacement.

  4. Any damage costs exceeding the pre-authorised amount remain recoverable through other lawful means.

What counts as damage: Damage means any harm to the Property or its contents beyond normal wear and tear, including but not limited to broken furniture or fixtures, stains requiring specialist cleaning, missing items, or damage caused by smoking, pets, or unauthorised guests.

Release timing: The release of the pre-authorisation hold is processed by the Host within 7 days of check-out. The time it takes for the hold to disappear from your account statement depends on your card issuer and may take several additional business days beyond this period.

9. Access & Check-in Credentials

Access to the Property is managed via a digital check-in process:

  • Guests will receive a unique access link by email upon completion of the online check-in, which must be completed before arrival. The access link is sent two days before the scheduled check-in date.

  • Access credentials are unique to each stay and expire automatically at check-out time.

  • Guests are responsible for keeping their access credentials secure and must not share them with unauthorised persons.

  • In the event of a lost code or lockout, guests should contact the Host immediately via the phone number specified hereafter at Section 17. The Host will arrange access as quickly as possible. Any costs arising from lockouts caused by Guest negligence may be charged to the Guest.

Physical key: A physical key providing access to the communal entrance of the residential building is provided at check-in. At check-out, the key must be left on the coat rack located at the entrance of the apartment. 

Failure to return the key at check-out, or loss of the key during the stay, will result in a replacement fee of €300. This fee covers part of the costs of replacing the cylinder of the communal entrance door and issuing new keys to all residents of the building, as required for the security of the residents. This charge may be recovered via the security pre-authorisation described in Section 8 or invoiced separately.

Guests must report a lost key immediately to the Host via the contact channels in Section 17, so that building security measures can be taken without delay.

10. Issue Reporting During Your Stay

Guests are asked to report any problem, malfunction, or damage at the Property immediately upon discovery, by contacting the Host in written through the booking platform messaging tool, or for direct bookings via the contact channels specified hereafter at Section 17.

Prompt and detailed reporting allows the Host to resolve issues quickly and minimises disruption to the Guest's stay. Please provide pictures and videos for documentation.
Failure to report a known issue in a timely manner may affect the Guest's ability to raise a complaint after check-out in relation to that issue.

11. Maintenance Access

In the event that access to the Property is required for urgent repairs or maintenance during a stay, the Host will:

  • Contact the Guest in advance to agree a convenient time.

  • Where access at the agreed time causes disruption or inconvenience to the Guest, the Host will endeavour to provide reasonable compensation in the form of services or a partial refund, at the Host's discretion.

  • In the exceptional circumstance that a repair renders the Property unsuitable for continued occupation and the Guest is required to vacate, the Host will arrange alternative accommodation for the remaining duration of the stay. While the Host will make every reasonable effort to find a comparable solution, the Host cannot guarantee that alternative accommodation will be of equivalent standard, location, or comfort.

12. Guest Registration (Italian Law)

In accordance with Italian public security law (Art. 109 of the Consolidated Public Security Act – TULPS), the Host is legally required to register the identification details of all guests aged 18+ with the local police authorities (Questura) within 24 hours of arrival. Guests must provide a valid passport or ID card at check-in for this purpose. This data is processed solely for legal compliance — see our Privacy Policy for details.

13. Lost Property

Items of apparent value left behind by Guests after check-out will be kept by the Host for a reasonable period.

The Host will make reasonable efforts to contact the Guest and, where practical and proportionate to the value of the item, arrange shipment to the Guest's address.

Shipping costs are borne by the Guest. Items of low value or items that cannot be practically returned may be disposed of if unclaimed within a reasonable period.

The Host accepts no liability for items left at the Property after check-out (see section 14).

14. Liability

  • The Host is not liable for loss, theft, or damage to personal belongings of Guests during their stay, except where caused by the Host's gross negligence or wilful misconduct.

  • The Host is not liable for any indirect or consequential losses arising from the booking or stay.

  • Nothing in these Terms limits liability that cannot be excluded under applicable Italian law (e.g. death or personal injury caused by negligence).

15. Force Majeure

Neither party shall be liable for failure to perform obligations due to events beyond reasonable control (e.g. natural disasters, government restrictions, pandemics). In such cases, the Host will offer a full refund or rebooking option where the stay cannot proceed.

16. Governing Law & Jurisdiction

These Terms are governed by Italian law. Any disputes shall be subject to the exclusive jurisdiction of the courts of Milan, MI, Italy, without prejudice to any mandatory consumer protection rights Guests may have in their country of residence under EU law.

17. Contact

For questions about these Terms, contact:

  • Call/WhatsApp: +390237901837

  • Email: thehavenmilan@gmail.com

10. Changes to This Policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top reflects the most recent revision.

9. Data Security

We take reasonable technical and organizational measures to protect your personal data against unauthorized access, loss, or misuse.

8. Your Rights (GDPR)

Under GDPR, you have the right to:

  • Access the personal data we hold about you.

  • Request correction of inaccurate data.

  • Request deletion of your data ("right to be forgotten"), subject to our legal retention obligations.

  • Object to or restrict certain processing.

  • Request data portability.

  • Withdraw consent at any time (where processing is based on consent).

  • Lodge a complaint with the Italian Data Protection Authority (Garante per la Protezione dei Dati Personali, www.garanteprivacy.it).

To exercise any of these rights, contact us at viatorino18@protonmail.me

7. Cookies

We don't process cookies, but our hosting website (Wix.com) may use cookies to improve your browsing experience and analyze site traffic. You can manage your cookie preferences via the cookie banner displayed on our site.

6. How Long We Keep Your Data

  • Booking and contact data: retained for the duration of your stay plus 10 years for tax/accounting purposes, as required under Italian tax law.

  • ID documents: retained only for the minimum period required for legal registration purposes, then securely deleted (unless a longer retention is legally mandated).

  • Marketing data (if applicable): retained until you withdraw consent.

5. Who We Share Your Data With

We may share your data with:

  • Local police authorities (Questura) — as legally required for guest registration.

  • National Statistics Institute (ISTAT) — as legally required for guest registration.

  • Milan municipal authority for city tourist tax collection — as legally required for guest registration.

  • Booking platforms (e.g. Airbnb, Booking.com) — if you booked through one, they process your data under their own privacy policy.

  • Payment processors — to process payments, if applicable.

  • Accountants/tax authorities — for invoicing and tax compliance.

We do not sell your personal data to third parties.

4. ID Information Collection — Important Notice

Italian law (Art. 109 TULPS) requires hosts to collect and submit identification details of all guests aged 18+ to the local Questura (police headquarters) within 24 hours of arrival, and within 6h of arrival in case of one-night stays, for public security purposes. This is a mandatory legal requirement, not optional. You will be required to enter your ID information through the check-in online tool, which will be:

  • Used solely for this registration purpose, through an encrypted channel.

  • Not used for marketing or shared with third parties beyond the legally required authority.

  • Retained only for as long as legally required (see Section 6), then securely deleted.

3. Why We Collect Your Data (Legal Basis from GDPR Art. 6)

Processing and managing your booking — Performance of a contract

Registering guest ID details with local police authorities — Compliance with a legal obligation (Art. 109 TULPS)

Responding to enquiries — Legitimate interest / pre-contractual steps

Sending booking confirmations, check-in instructions — Performance of a contract

Complying with tax and accounting obligations — Legal obligation

Marketing communications (only if you opt in) — Consent
 

2. What Data We Collect

Depending on your interaction with us, we may collect:

  • Booking/contact data: name, email address, phone number, postal address, number of guests, stay dates.

  • Identification data: your passport or national ID card information, collected at check-in, including full name, date of birth, nationality and document number.

  • Communication data: any information you provide when contacting us (e.g. via contact form or email).

  • Website usage data: if our site uses cookies or analytics, basic technical data such as IP address and browser type (see Section 7).

We do not collect or store payment card details directly; payments are processed via Stripe, which has its own privacy policy.

1. Data Controller

Data Controller: Fulvio Francesco Di Napoli

Email: thehavenmilan@gmail.com

Privacy Policy

Last updated: 19 June 2026

This Privacy Policy explains how The Haven ("Host", "we", "us"), collects, uses and protects your personal data when you visit our website or book a stay, in accordance with the EU General Data Protection Regulation (GDPR) and Italian data protection law.

6. Travel Insurance

We recommend Guests take out appropriate travel insurance to cover unexpected cancellations, as this policy does not cover circumstances such as illness, travel disruption, or change of plans outside the windows specified above.

5. Force Majeure

In the event of cancellation due to circumstances beyond either party's reasonable control (e.g. natural disasters, government travel restrictions, pandemics), the Host will offer a full refund or the option to reschedule, at the Guest's choice, where the booking cannot proceed as planned.

4. Cancellation by the Host

If the Host must cancel a confirmed booking (e.g. due to unforeseen circumstances making the Property unavailable), the Guest will receive:

  • A full refund of all amounts paid, or

  • The option to rebook alternative dates, where possible.

The Host will notify the Guest as soon as reasonably possible in such cases.

3. Date Changes

If you choose to leave earlier than your confirmed check-out date, no refund will be given for the unused nights, unless agreed otherwise with the Host in advance.

2. Shortened Stays

If you choose to leave earlier than your confirmed check-out date, no refund will be given for the unused nights, unless agreed otherwise with the Host in advance.

1. Cancellation by the Guest

  • Hereafter the respective refund amount related to the date of cancellation:

    • 14 or more days before check-in:    100% refund

    • 7–13 days before check-in:    50% refund

    • Less than 7 days before check-in:    No refund

    • No-show (failure to arrive without cancelling):    No refund

  • Refunds are calculated based on the date and time we receive your written cancellation request (email).

  • Any deposit paid is treated the same as the total booking value for refund calculation purposes, unless otherwise specified at booking.

  • Refunds, where due, will be processed within 14 days via the original payment method.

Cancellation policy

Last updated: 19 June 2026

This Cancellation Policy applies to all bookings made directly with The Haven for our The Haven Suite in Duomo, Milan. If you booked through a third-party platform (e.g. Airbnb, Booking.com), that platform's cancellation policy applies instead.

Legal Notice

Last updated: 19 June 2026

In accordance with applicable Italian and EU law (including Art. 7 of the Italian E-Commerce Decree, Legislative Decree no. 70/2003, implementing EU Directive 2000/31/EC), the following information is provided:

Website & Property Operator

Name: Fulvio Francesco Di Napoli
Legal form: Private individual offering short-term rental (attività di locazione turistica in forma non imprenditoriale)

Contact Details

email: thehavenmilan@gmail.com

Registration Information

CIR: 015146-LNI-14408
CIN: IT015146C26PN9UF2T

Regulatory Authority

This activity is subject to regional and municipal regulations on short-term/tourist rentals in Lombardia, Italy.

Dispute Resolution

The European Online Dispute Resolution (ODR) Platform was discontinued as of 20 July 2025, following the adoption of Regulation (EU) 2024/3228, and is no longer available. Consumers seeking out-of-court resolution of a dispute may instead consult the list of national consumer dispute resolution entities maintained by the European Commission at: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies. We are willing to participate in dispute resolution proceedings before a consumer arbitration board.

Liability for Content

While we make every effort to ensure the accuracy of the information on this website, we accept no liability for the completeness, accuracy, or timeliness of the content provided.

Liability for External Links

This website may contain links to third-party websites (e.g. booking platforms, payment processors). We have no control over and accept no responsibility for the content of these external sites.

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