Problem booking with "Tuscany Now And More"

[Linda Yoder]

We have rented through them in the past when they were just " Tuscany Now" but never again! We rented a villa from them a few weeks ago in the Veneto region for June for a trip with our whole family to celebrate my 60th. Right after we booked it our daughters divorce was final and in the divorce agreement it states that neither parent can take the children away on their birthdays thus preventing the other parent from celebrating them. Now, in a normal divorce you think you could work that out but trust me it is not going to happen in this case.

We didn't even think about our granddaughters birthday falling during the time of the trip. We grabbed the only week open! We notified the rental company right away but they will not refund our deposit! It's 8 months from now and cancelled only two weeks after booking! It's not like it's a last minute cancellation! We would have taken another week but they didn't have any other openings.

There is nothing in the rental agreement about cancellations. I guess is arbitrary and they have arbitrarily decided to keep our money!! Their loss... We usually come to Italy every year and rent a villa. Not from them again!

 

[Pauline]

This is a difficult one. It probably says somewhere that deposits are not returned, but I would have thought they might be generous and make an exception in this case - since it is so close to when you booked. We have booked with Tuscany Now before - they have lovely properties.

I sent them a message about this - maybe we can convince them. I will let you know what I hear.

I am going to change the title of this thread.

 

[Pauline]

I got a response from Simon Ball, the owner of the agency, and their policy is to not refund any deposits, but to offer to change dates within the same year. At least it was only a 10% deposit. Many agencies ask for 25 - 50%. I was hoping they might make an exception because of canceling so close to booking.

 

[Linda Yoder]

So unreasonable. Especially considering it's already rerented!

 

[Nancy]

I have worked with the Tuscany Now and More group. I found them very helpful in finding the right Villa for me and my family. They were professional all through the process. I did have interaction with Simon Ball and found him really graceful and kind.

Even airlines, once you book, charge you a fee to move the date or you loose the whole amount. So it's prudent to be sure of you dates. Or,.....take out insurance. I have 13 in the family, 7 grandchildren and 6 adults, I realize that getting all their dates straight can be daunting.

Being a retired attorney, I read everything. Their contract/ rental agreement clearly spells out cancellations. In several places.

As follows:
b. If you cancel your booking. If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. We recommend that you use recorded delivery. Cancellation charges for the arrangements will be as follows:


PERIOD BEFORE ARRIVAL WRITTEN CANCELLATION IS RECEIVED: Over 9 weeks
AMOUNT CHARGED AS % OF THE TOTAL ARRANGEMENT COST: Loss of Deposit


PERIOD BEFORE ARRIVAL WRITTEN CANCELLATION IS RECEIVED: 9 – 0 weeks
AMOUNT CHARGED AS % OF THE TOTAL ARRANGEMENT COST: 100%

I write this because I had such a great experience with Tuscany Now and More. We be using them again I am sure.

 

[Linda Yoder]

Nancy,
I appreciate your response and I'm truly glad you had a good experience- we did not. As you see it says over 9 weeks you lose your deposit. Ours was actually only a week and a half from booking! I can understand even holding out 100.00 for administration costs but 650.00? I own a vacation rental and I can't imagine someone cancelling 8 months in advance and keeping their deposit. Even if it is their said policy where does kindness and good customer service come in? We were repeat customers and rent a villa every year in Italy. As both a business owner and a rental property owner I think it is pretty poor customer service at best! I think being more resonable would have made this customer feel like my business mattered to them.
Not only did they lose all future business from us but because we travel so much to Italy I end of helping everyone and their brother with planning their trips to Italy. I've done three over the last few weeks for friends. I obviously in good conscience could not recommend them to anyone.

 

[Nancy]

Everyone Linda can have different opinions of their experiences. I respect that.

I just want to repeat my view of this from your comments. Their rental agreement clearly speaks to cancellations. Also it points to the need to purchase travel insurance in case you can't travel. They offered you a different time but you declined. And one last point, and then lets agree to disagree, the over 9 weeks you lose your deposit is not correct, it refers to the period from when you agree to rent and put down a deposit......if you chose to cancel...if it's 9 weeks to 0 you lose your deposit. Less than that the whole fee would have been due and you'd lose the whole rental amount.

 

[Pauline]

I think you have made your point @Nancy . Let's drop it.

 

[Nancy]

I think you have made your point @Nancy . Let's drop it.

I understand. Thank you for letting me express my view.

Safe travels.