Delisio Stays S.R.L.S.
Terms of Service
Effective date: Jan 2026
Last updated: Jan 2026
Welcome to Delisio Stays.
These Terms of Service (“Terms”) govern bookings, stays and related services provided or managed by Delisio Stays S.R.L.S. By making a booking, accessing a property, using our website or otherwise using our services, you agree to these Terms.
Please read these Terms carefully before booking. If you do not agree with them, you should not proceed with a booking.
1. Who we are
Delisio Stays is operated by:
Delisio Stays S.R.L.S.
P.IVA: 18378191003
Registered address: Viale Angelico 54, Prati, 00195 Rome, Italy
Email: [email protected]
Website: www.delisiostays.com
In these Terms, “Delisio Stays”, “we”, “us” and “our” refer to Delisio Stays S.R.L.S.
We provide short-term rental, guest management, booking and property management services for properties located in Italy, primarily in Rome, and may operate in other locations from time to time.
2. Our role
Depending on the property and booking arrangement, Delisio Stays may act:
as the direct provider or manager of the accommodation service; or
as an agent or property manager acting on behalf of the property owner, landlord or authorised host.
Where we act as agent or property manager for a property owner, the accommodation itself may be provided by the owner or authorised host, while Delisio Stays provides booking, guest communication, operational, check-in, payment collection or property management services.
Unless otherwise stated in your booking confirmation, Delisio Stays is your main point of contact for the booking, stay management, guest support and property-related communications.
Nothing in these Terms limits any mandatory consumer rights you may have under applicable law.
3. Scope of these Terms
These Terms apply to:
bookings made directly through www.delisiostays.com;
bookings made by email, phone, messaging app or direct communication with us;
bookings made through online travel agencies or booking platforms, to the extent these Terms do not conflict with the mandatory terms of that platform;
use of properties managed by Delisio Stays;
communications, payments, check-in, check-out, house rules and guest conduct relating to your stay.
If you book through a third-party platform, such as Airbnb, Booking.com, Vrbo or another online travel agency, that platform’s own terms may also apply. In case of conflict between these Terms and the platform’s mandatory booking terms, the platform terms may prevail for matters such as payment processing, platform cancellation rules or dispute handling through that platform.
However, our house rules, guest obligations, legal registration requirements, damage rules, safety rules and property-specific conditions continue to apply to your stay.
4. Bookings
Bookings are subject to availability and confirmation.
A booking is not confirmed until you receive a booking confirmation from us, our booking system or the relevant booking platform.
You are responsible for ensuring that all booking details are accurate, including:
guest name;
contact details;
number of guests;
arrival and departure dates;
property selected;
special requests;
pet information, where applicable.
You must be at least 18 years old to make a booking.
The person making the booking is responsible for ensuring that all guests comply with these Terms, the house rules and all applicable laws.
5. Prices, payment and taxes
The total price of your stay will be shown during the booking process or in your booking confirmation.
Unless otherwise stated, prices may include or exclude, depending on the booking channel and property:
accommodation charges;
cleaning fees;
service fees;
pet fees;
security deposit or pre-authorisation;
tourist tax or local charges;
VAT or other applicable taxes, where applicable.
Payment is due according to the payment terms shown at the time of booking. For direct bookings, full payment may be required at the time of booking unless we agree otherwise in writing.
We use secure third-party payment providers, including Stripe, and may use other payment processors from time to time. We do not store full payment card numbers.
You must ensure that your payment method is valid and that sufficient funds are available.
6. Tourist tax and local charges
For stays in Rome or other Italian municipalities, local tourist tax or accommodation charges may apply.
In Rome, the Contributo di Soggiorno generally applies to non-residents staying overnight in hotels, extra-hotel accommodation, tourist accommodation and properties used for short-term rentals within the territory of Roma Capitale.
Where tourist tax or similar local charges apply, they may be:
included in the booking price;
collected separately before arrival;
collected at check-in;
collected through the booking platform;
collected by another lawful method.
You are responsible for paying any applicable tourist tax, city tax or local charge unless it is expressly included in your booking price.
Exemptions may apply under local rules. If you believe you qualify for an exemption, you may be required to provide supporting information or documentation.
7. Cancellation and refunds
Unless a different cancellation policy is stated in your booking confirmation or on the booking platform used, the following cancellation policy applies to direct bookings with Delisio Stays:
cancellations made at least 14 days before check-in are eligible for a 90% refund of the accommodation amount paid;
a 10% administrative fee is retained;
cancellations made less than 14 days before check-in are non-refundable;
refunds, where due, will usually be processed within 14 business days, although the time for funds to appear may depend on your bank or payment provider.
Cleaning fees, tourist taxes, pet fees or other charges may be refundable or non-refundable depending on whether they have already been incurred and on the terms shown at booking.
For bookings made through online travel agencies or third-party platforms, the cancellation policy displayed on that platform will apply.
8. No statutory cooling-off period for date-specific accommodation
If you book accommodation for specific dates, the usual 14-day consumer withdrawal right for distance contracts does not apply, to the extent permitted by applicable law.
This means that your right to cancel is governed by the cancellation policy shown at the time of booking, these Terms and any mandatory rights that cannot be excluded by law.
9. Changes by the guest
If you wish to change your booking, including dates, property, number of guests, arrival time or other details, you must contact us as soon as possible.
Changes are subject to availability, price differences, local rules, platform rules and our approval.
We are not obliged to accept a change request.
If a change results in a higher price, you must pay the difference before the change is confirmed.
If a change results in a lower price, any refund or credit will depend on the applicable cancellation policy and booking terms.
10. Changes or cancellation by us
We may need to change or cancel a booking in limited circumstances, including where:
the property becomes unavailable due to emergency, safety issue, legal restriction, serious maintenance problem or force majeure event;
the booking was made because of an obvious pricing, availability or technical error;
we reasonably believe the booking is fraudulent, unlawful or in breach of these Terms;
required guest information, payment, security deposit or identity verification is not provided;
the property owner or competent authority requires cancellation for lawful reasons;
continuing the booking would create a risk to guests, neighbours, the property or our business.
If we cancel a confirmed booking for reasons not caused by you, we will offer either:
a full refund of amounts paid to us for the cancelled stay; or
where reasonably possible, an alternative property or alternative dates, subject to your agreement.
We are not responsible for indirect losses, travel costs, flights, consequential losses or additional expenses unless required by mandatory law.
11. Check-in and check-out
Unless otherwise stated in your booking confirmation:
check-in is from 15:00;
check-out is by 11:00.
Early check-in and late check-out are subject to availability and must be agreed with us in advance.
Unauthorised late check-out may result in additional charges, including extra cleaning costs, operational costs, waiting time, compensation payable to incoming guests or other losses caused by the delay.
You must follow the check-in instructions provided before arrival.
For self check-in, you are responsible for completing any required identity verification, guest registration and payment steps before access details are released.
12. Guest registration and identity verification
Italian law may require accommodation providers and managers to collect guest identification information and submit guest details to the competent public security authorities through the official Alloggiati Web system.
All guests must provide valid identification information when requested.
This may include:
full name;
date and place of birth;
nationality;
residential address;
type and number of identity document;
issuing authority;
arrival and departure dates;
any other information legally required for guest registration.
For self check-in, we may request a secure upload or submission of ID information before arrival.
We do not keep ID copies as a standard practice. Where ID images or copies are collected solely for Alloggiati Web registration, they are deleted after submission unless retention is strictly necessary for legal, fraud prevention, security or dispute-related reasons.
Failure to provide required guest information may result in refusal of check-in, cancellation of the booking, denial of access to the property or termination of the stay, without refund where permitted by law.
Only registered guests may stay overnight at the property.
13. Occupancy and visitors
The number of guests must not exceed the number stated in the booking confirmation or the maximum occupancy of the property.
Visitors are not permitted unless we have given prior written consent.
Overnight visitors are not permitted unless they have been approved by us and registered as guests where required by law.
You must not sublet, transfer, resell or assign your booking to another person without our prior written consent.
14. House rules
You and all guests must comply with the house rules, building rules, condominium rules, safety instructions and any property-specific instructions provided before or during the stay.
The following general rules apply to all properties unless otherwise agreed in writing.
Quiet hours
Quiet hours are from 22:00 to 08:00.
During quiet hours, you must keep noise to a minimum, especially in common areas, stairwells, balconies, terraces and outdoor spaces.
No parties or events
Parties, events, gatherings, commercial events, photo shoots, filming, unauthorised meetings or disruptive activities are strictly prohibited.
No smoking indoors
Smoking is not allowed inside the property.
Smoking may be permitted only on external terraces or balconies where expressly allowed. You must use ashtrays where provided and must not throw cigarette ends from balconies, windows or terraces.
Additional cleaning, deodorising or damage charges may apply if smoking occurs inside the property or in prohibited areas.
Respect for neighbours
You must respect neighbours, building staff and other residents.
Disturbance, antisocial behaviour, threats, harassment, excessive noise or improper use of common areas may result in immediate termination of the stay.
Waste disposal
You must dispose of waste correctly and follow local recycling and rubbish collection rules.
Incorrect disposal, abandoned rubbish or excessive waste may result in additional charges.
Energy use and sustainability
You must use utilities responsibly.
Please turn off lights, heating, air conditioning, appliances and water when not in use or when leaving the property.
Doors and windows should be kept closed when heating or air conditioning is operating.
Kitchen use
You may use the kitchen and appliances provided, unless otherwise stated.
You must leave the kitchen clean and tidy after use and must not leave food, grease, rubbish or items that may attract pests.
Terraces, balconies and windows
For safety and security, you must close and secure doors and windows when leaving the property.
You must not sit, stand, climb or lean on balcony, terrace or window edges.
Children and pets must be supervised at all times on balconies, terraces and near windows.
Illegal activity
Illegal activity is strictly prohibited.
Any suspected illegal activity may result in immediate termination of the stay and may be reported to the relevant authorities.
15. Pets
Pets are allowed only where expressly agreed by us or stated in the property listing.
Unless otherwise agreed in writing, a maximum of one small or medium-sized dog or cat is allowed.
A pet fee may apply.
Guests are responsible for:
cleaning up after pets;
preventing noise or disturbance;
keeping pets off beds and soft furnishings where requested;
preventing damage to the property, furniture, linen, floors, terraces and common areas;
complying with building rules and local rules;
not leaving pets unattended if this may cause noise, damage or distress.
Additional cleaning, deodorising, repair or replacement charges may apply where pets cause damage, excessive dirt, odour, hair, stains, disturbance or breach of house rules.
Assistance dogs and legally recognised service animals will be handled in accordance with applicable law.
16. Cleaning
A cleaning fee may be included in the booking price or charged separately.
You are expected to leave the property in a reasonable condition.
You do not need to perform a professional clean, but you must:
remove rubbish as instructed;
wash or place used dishes in the dishwasher;
avoid leaving excessive mess;
report spills, stains, breakages or damage;
return furniture and items to their original position where reasonable.
Additional cleaning charges may apply where the property is left excessively dirty, affected by smoke, pet mess, stains, rubbish, blocked drains, food waste, unauthorised guests, parties or misuse.
17. Damage, loss and security deposit
You are responsible for any damage, loss, missing items, extra cleaning, penalties, call-out fees or costs caused by you, other guests, visitors, pets or anyone you allow into the property.
We may require a security deposit or card pre-authorisation before check-in.
Unless otherwise stated, the security deposit or pre-authorisation will usually be released within 3 days after check-out, provided no damage, loss, extra cleaning or other charge is identified.
Release times may depend on your bank or payment provider.
We may deduct or charge reasonable amounts for:
damage to the property, furniture, fixtures or fittings;
missing items;
lost keys, access cards, fobs or remote controls;
locksmith or access call-out costs;
excessive cleaning;
smoking or odour removal;
pet-related damage or cleaning;
late check-out losses;
breach of house rules;
neighbour or condominium penalties;
any other loss caused by your breach of these Terms.
If the cost exceeds the security deposit or pre-authorised amount, you remain responsible for the difference.
We may provide photos, invoices, estimates or other evidence where reasonably available.
18. Keys, access devices and smart locks
You must take care of keys, access cards, fobs, remotes and smart-lock details.
You must not copy keys, share access codes with unauthorised persons or interfere with locks, alarms, cameras, routers or security devices.
Lost keys, lockouts, damaged locks, unreturned access devices or emergency call-outs may result in additional charges.
Access codes may be changed during or after your stay for security reasons.
19. Maintenance, repairs and access
You must notify us promptly of any maintenance issue, damage, fault, leak, power issue, appliance problem, pest issue or safety concern.
We will try to resolve reported issues within a reasonable time, depending on the nature of the issue, supplier availability and local conditions.
We, the property owner, building staff, contractors or emergency services may need to access the property during your stay for:
urgent repairs;
safety checks;
maintenance;
legal compliance;
suspected breach of these Terms;
emergency situations;
protection of people or property.
Where reasonable, we will give you advance notice.
In an emergency, or where there is a risk to people, property or legal compliance, access may take place without prior notice.
20. Internet and utilities
Where internet, Wi-Fi, heating, air conditioning, water, electricity, gas, television or other utilities are provided, they are provided for normal domestic use.
We are not responsible for temporary outages, speed reductions, service interruptions or failures caused by third-party providers, maintenance, network issues, weather, building systems or circumstances outside our reasonable control.
You must not use the internet connection for unlawful activity, excessive bandwidth use, hacking, infringement of intellectual property rights, harassment, spam or any activity that may expose us, the owner or the property to liability.
21. Safety and guest responsibility
You are responsible for your own safety and the safety of other guests in your group.
You must use the property, furniture, appliances, stairs, balconies, terraces, windows, electrical items and facilities responsibly.
You must supervise children, vulnerable guests and pets at all times.
You must not tamper with smoke detectors, carbon monoxide detectors, fire equipment, alarms, locks, routers, meters or safety devices.
If you notice a safety issue, you must notify us immediately.
22. Personal belongings
You are responsible for your own belongings.
We are not responsible for loss, theft or damage to personal belongings unless caused by our proven negligence or where liability cannot be excluded by law.
We recommend that guests have appropriate travel insurance.
Items left behind may be returned at your cost, subject to availability of staff and postal or courier services.
We may dispose of unclaimed items after a reasonable period, unless prohibited by law.
23. Travel insurance
We strongly recommend that you take out appropriate travel insurance covering cancellation, illness, travel disruption, personal belongings, accidents and other unexpected events.
24. Behaviour and termination of stay
We may terminate your stay immediately, refuse access or require you to leave the property if you or anyone in your group:
breaches these Terms or the house rules;
causes serious disturbance;
holds a party or unauthorised event;
exceeds the authorised number of guests;
refuses to provide legally required guest information;
engages in illegal activity;
causes or threatens damage;
smokes indoors or in prohibited areas;
brings unauthorised pets;
harasses or threatens neighbours, staff, contractors or us;
creates a safety, security or legal risk.
Where a stay is terminated because of your breach, no refund will be due for unused nights, to the extent permitted by law.
You remain responsible for any damage, losses, costs or charges caused by the breach.
25. Liability
We are responsible for providing our booking, guest management, property management and support services with reasonable care and skill.
Where we act as agent or property manager for a property owner, we are responsible for our own acts and omissions in providing those services. We are not responsible for matters that are outside our reasonable control or that are the responsibility of the property owner, building management, public authorities, utility providers, booking platforms, guests or other third parties, except where the law says otherwise.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, wilful misconduct, gross negligence or any mandatory consumer rights.
Subject to applicable law, we are not responsible for:
losses caused by your breach of these Terms;
losses caused by third parties outside our reasonable control;
temporary failure of utilities or services;
noise, works, disruption or behaviour from neighbours, building management, public works or third parties;
loss of enjoyment caused by circumstances outside our reasonable control;
indirect, consequential or unforeseeable losses;
business losses, loss of profit or loss of opportunity.
If you are a consumer, nothing in these Terms affects your mandatory legal rights.
26. Force majeure
We are not responsible for failure or delay in performing our obligations where this is caused by events outside our reasonable control, including:
natural disasters;
fire, flood or storm;
pandemic or public health emergency;
war, terrorism, civil unrest or government action;
strikes or labour disputes;
utility failures;
internet or telecommunications failures;
building emergencies;
travel restrictions;
legal or regulatory restrictions;
serious maintenance or safety issues;
acts or omissions of third parties outside our control.
Where such an event affects your booking, we will act reasonably and may offer a refund, alternative dates, alternative accommodation or another solution depending on the circumstances, applicable law and platform terms.
27. Website use
You may use our website only for lawful purposes.
You must not:
misuse the website;
attempt to gain unauthorised access;
interfere with the website’s security or operation;
scrape, copy or extract content without permission;
use the website for fraudulent or unlawful purposes;
upload malicious code or harmful material.
We may suspend, restrict or block access to the website where necessary to protect the website, our business, users or third parties.
28. Intellectual property
All content on our website, including text, images, logos, design, layout, graphics and branding, belongs to Delisio Stays, its licensors or the relevant rights holders.
You may not copy, reproduce, distribute, modify, publish or use our content for commercial purposes without our prior written consent.
29. Privacy and cookies
We process personal data in accordance with our Privacy Policy.
Our website uses cookies and similar technologies in accordance with our Cookie Policy.
The Privacy Policy and Cookie Policy are available on our website.
For privacy questions, contact [email protected].
30. Complaints
If you have a complaint during your stay, you must notify us as soon as reasonably possible so that we have the opportunity to investigate and resolve the issue.
You can contact us at:
Please include your booking reference, property, stay dates and a clear description of the issue.
Failure to report an issue promptly during the stay may limit our ability to resolve it and may affect any request for compensation, where permitted by law.
31. Consumer dispute resolution
We always aim to resolve disputes amicably.
If you are a consumer, you may have access to alternative dispute resolution procedures under applicable consumer law.
We are not obliged to participate in a specific ADR procedure unless required by law or unless we agree to do so.
The former European Commission Online Dispute Resolution platform has been discontinued and is no longer available.
32. Governing law and jurisdiction
These Terms are governed by Italian law.
If you are a consumer resident in the European Union, you also benefit from any mandatory consumer protections of the country where you habitually reside.
For consumers, any dispute will be subject to the jurisdiction provided by applicable consumer law, including the courts of the place where the consumer is resident or domiciled where required by mandatory law.
For business customers, property owners, suppliers or non-consumer guests, the courts of Rome, Italy will have exclusive jurisdiction, unless mandatory law provides otherwise.
33. Property owners and landlords
These Terms apply to guests and bookings.
They do not govern our full commercial relationship with property owners, landlords or hosts.
Property management, agency, revenue management, operational support and related services provided to property owners are governed by a separate property management agreement, owner agreement or written arrangement.
If you are a property owner or landlord, the separate agreement between you and Delisio Stays will prevail over these Terms in relation to property management services.
34. Long stays
For stays longer than 30 days, additional legal, contractual, registration or tax requirements may apply.
We may require you to sign a separate rental or occupancy agreement before the booking is confirmed or before check-in.
Failure to sign any required agreement or provide required information may result in cancellation of the booking.
35. Local rules and property-specific conditions
Some properties may be subject to additional local rules, condominium rules, licensing requirements, building regulations, access restrictions, waste rules, quiet hours, pet restrictions, visitor restrictions, parking rules or safety rules.
These may be shown in the listing, booking confirmation, house manual, welcome book, check-in instructions or communications from us.
You must comply with all property-specific and local rules.
If there is a conflict between these Terms and mandatory local law, mandatory local law prevails.
36. Updates to these Terms
We may update these Terms from time to time.
The version that applies to your booking is the version in force at the time your booking is confirmed, unless a change is required by law or is not detrimental to you.
If we make material changes that affect an existing booking, we will notify you where required.
37. Contact us
For questions about these Terms, contact:
Delisio Stays S.R.L.S.
P.IVA: 18378191003
Viale Angelico 54, Prati, 00195 Rome, Italy
Email: [email protected]
Website: www.delisiostays.com