Ostra

TERMS AND CONDITIONS OF SALE

1. PROPERTY AND SERVICE PROVIDER

These Terms and Conditions govern accommodation reservations made directly with:

Operator/legal entity: Alcaeus
Registered address: Viale Tunisia 22, Milano, CAP 20124
VAT/tax number: IT13998860962
Email: [email protected]
Telephone: +971585089912

The person making the reservation is referred to below as the “Guest.”

2. ACCEPTANCE OF THESE TERMS

By completing a reservation, the Guest confirms that they:

• are at least 18 years old and legally capable of entering into a contract;
• have provided complete and accurate information;
• have reviewed the accommodation, dates, occupancy, price and applicable rate conditions; and
• accept these Terms and Conditions on behalf of themselves and every person included in the reservation.

The reservation becomes binding when the Guest receives a booking confirmation.

3. PRICES AND TOURIST TAX

The total reservation price and included services are displayed before the booking is confirmed. Prices are stated in euros and include applicable taxes unless indicated otherwise.

Any municipal tourist tax not included in the booking price must be paid separately at the property. Its amount is determined by the competent municipality and may change under applicable law.

Optional services requested during the stay will be charged separately.

4. PAYMENT

The Guest authorizes the property or its payment-service provider to charge the payment method supplied during booking.

For a non-refundable reservation, the full amount may be charged immediately after confirmation. The reservation is not guaranteed if payment is declined, reversed, or not completed by the required deadline.

The property does not directly retain complete payment-card details when payment is processed by an external payment provider.

5. NON-REFUNDABLE RESERVATIONS

Unless the booking confirmation expressly states otherwise, the reservation is non-refundable.

If the Guest cancels, fails to arrive, departs early, or requests a reduction of the stay, the full reservation price remains payable, and no refund or credit is due.

Any exception or refund offered by the property is discretionary and does not establish an obligation to offer the same exception in another case.

Accommodation services scheduled for a specific date or period are generally excluded from the statutory 14-day right of withdrawal applicable to certain distance contracts. This does not limit any mandatory consumer rights that cannot lawfully be excluded.

6. MODIFICATIONS

Changes to names, dates, accommodation type, occupancy or other reservation details are subject to availability and written approval by the property.

A requested change may result in a different price. If the property cannot approve the change, the original reservation and its non-refundable conditions remain in force.

7. CHECK-IN AND CHECK-OUT

Check-in: from 16:00 to 00:00
Check-out: by 10:00

The Guest must notify the property in advance of any expected late arrival. Failure to arrive or make contact by may be treated as a no-show.

Guests must present a valid identity document and provide any information required by Italian public-security and accommodation-reporting laws.

8. OCCUPANCY AND GUEST RESPONSIBILITIES

Only registered guests may stay at the property. Occupancy may not exceed the maximum stated in the reservation.

The Guest agrees to:

• respect the property, its staff, other guests and neighbours;
• follow reasonable house, safety and quiet-hour rules;
• use the accommodation and its contents with appropriate care;
• refrain from unlawful, dangerous or seriously disruptive conduct; and
• promptly report damage or safety concerns.

The Guest may be charged for damage, missing property or extraordinary cleaning caused by the Guest or members of their party, subject to evidence and applicable law.

9. CHILDREN, PETS AND SPECIAL REQUESTS

Rules concerning children, cots, additional beds and pets are those displayed during booking or confirmed in writing by the property.

Accessibility needs, dietary requirements and other special requests should be communicated before arrival. Requests are subject to availability and are not guaranteed unless confirmed in writing.

10. CANCELLATION OR CHANGES BY THE PROPERTY

If the property cannot provide the confirmed accommodation because of an event within its responsibility, it will offer, where reasonably possible:

• suitable alternative accommodation;
• alternative dates; or
• a refund of the amount paid for services that cannot be provided.

The property is not responsible for delays or failures caused by events beyond its reasonable control, including natural disasters, government restrictions, utility interruptions, transport disruption, epidemics, strikes or other force majeure events. Mandatory rights under applicable law remain unaffected.

11. LIABILITY

The property is responsible for loss or damage where required by applicable law.

To the maximum extent legally permitted, the property is not responsible for:

• loss caused by the Guest’s conduct or failure to follow reasonable instructions;
• interruption or unavailability of services outside the property’s reasonable control; or
• loss of unattended personal belongings, except where the property is legally liable.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

12. COMPLAINTS

Problems should be reported promptly during the stay so that the property has a reasonable opportunity to resolve them.

Formal complaints may be sent to [email protected] and should include the reservation number, relevant dates and a description of the issue.

13. PERSONAL DATA

Personal data connected with the reservation is processed as described in the property’s Privacy Policy.

14. GOVERNING LAW AND DISPUTES

These Terms are governed by Italian law, without depriving a consumer residing in another country of mandatory protections applicable under the law of that country.

Any dispute will be submitted to the competent court determined under applicable consumer and procedural law. A consumer may also use any competent alternative dispute-resolution body where available.

15. SEVERABILITY AND LANGUAGE

If any provision of these Terms is found invalid or unenforceable, the remaining provisions will continue to apply.

If these Terms are provided in several languages, the [ITALIAN/ENGLISH] version will prevail to the extent legally permitted.

PRIVACY POLICY

This Privacy Policy explains how Alcaeus collects and processes the personal data of users who request information, make a reservation, or stay at the property, in accordance with EU Regulation 2016/679 (“GDPR”) and applicable Italian law.

1. DATA CONTROLLER

The data controller is:

Operator/legal entity: Alcaeus
Registered address: Viale Tunisia 22, Milano, CAP 20124
VAT/tax number: IT13998860962
Email: [email protected]
Telephone: +971585089912

2. PERSONAL DATA WE PROCESS

We may process the following categories of data:

• first and last name, date and place of birth, nationality, and identity-document details;
• address, email address, and telephone number;
• reservation information, including arrival and departure dates, number of guests, selected accommodation, preferences, and special requests;
• billing and transaction information, including the amount and status of payments;
• communications exchanged with the guest;
• information required by public-security, tax, tourism, statistical, or other authorities; and
• essential technical data generated while using the booking system, such as the IP address, access date and time, and browser information.

Guests should not provide health information or other sensitive personal data unless it is necessary to meet a specific requirement relating to their stay.

3. PURPOSES AND LEGAL BASES

Personal data is processed for the following purposes:

A. Managing reservations and stays

To respond to enquiries, manage reservations, process payments, provide accommodation, and communicate with guests.

Legal basis: taking steps at the guest’s request before entering into a contract and performing the contract.

B. Compliance with legal obligations

To comply with public-security, guest-registration, tax, accounting, statistical, and tourism-reporting requirements.

Legal basis: compliance with a legal obligation.

C. Guest support and protection of legal rights

To respond to requests or complaints, prevent fraud and unlawful activity, protect people and property, recover unpaid amounts, and establish, exercise, or defend legal claims.

Legal basis: the data controller’s legitimate interests and, where applicable, compliance with legal obligations.

D. Special requests

Any health, dietary, accessibility, or other sensitive information voluntarily provided by a guest will be used only to manage that guest’s request. Explicit consent will be requested where required.

Reservation information is not used to send advertising communications under this Privacy Policy.

4. REQUIREMENT TO PROVIDE INFORMATION

Information identified as mandatory is necessary to complete the reservation, provide the service, and comply with legal requirements.

Failure to provide the required information may make it impossible for us to accept or fulfil the reservation.

5. HOW WE COLLECT INFORMATION

Personal data is normally collected directly from the guest. We may also receive it from:

• a person making a reservation on the guest’s behalf;
• a travel agency or booking platform;
• the provider of our booking system or property-management software; or
• a bank or payment-service provider.

Anyone providing another guest’s personal information confirms that they are authorized to do so and that the guest has been informed about this Privacy Policy.

6. PAYMENTS

Payments may be processed by external service providers. Alcaeus does not normally receive or store complete payment-card details.

We may receive limited information, such as the transaction amount and status, the payment-card network, and a partially masked card number.

7. RECIPIENTS OF PERSONAL DATA

Where necessary, personal data may be disclosed to:

• authorized employees and contractors;
• booking-system and property-management providers;
• banks and payment-service providers;
• accountants and invoicing-service providers;
• IT, hosting, security, and communications providers;
• advisers, insurers, and auditors; and
• public-security, tax, tourism, judicial, or other public authorities.

Service providers acting as data processors may use personal data only according to our instructions and for authorized purposes.

Alcaeus does not sell guests’ personal data.

8. INTERNATIONAL DATA TRANSFERS

Some service providers may process personal data outside the European Economic Area.

In such cases, we use a transfer mechanism recognized by the GDPR, such as a European Commission adequacy decision or Standard Contractual Clauses, together with any required additional safeguards.

9. DATA RETENTION

Personal data is retained only for as long as necessary for the purposes described in this Privacy Policy.

In particular:

• reservation information is retained for the period necessary to provide the service and manage possible disputes;
• tax and accounting records are normally retained for ten years;
• communications and complaint records are retained for [INSERT PERIOD, FOR EXAMPLE, 24 MONTHS]; and
• information required by public authorities is retained only for the period established or permitted by law.

Information may be retained for longer where necessary to fulfil a legal obligation or establish, exercise, or defend a legal claim. It will subsequently be deleted or anonymized.

10. SECURITY

We implement appropriate technical and organizational measures to protect personal data against loss, destruction, alteration, unauthorized disclosure, or unauthorized access.

Access is restricted to people and service providers who require the information for legitimate purposes.

11. YOUR RIGHTS

Subject to the conditions established by applicable law, you may request:

• access to your personal data;
• correction of inaccurate or incomplete information;
• deletion of your personal data;
• restriction of processing;
• data portability; and
• objection to processing based on legitimate interests.

Where processing is based on consent, you may withdraw your consent at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

To exercise your rights, contact [PRIVACY EMAIL ADDRESS]. We may request information reasonably necessary to verify your identity.

12. RIGHT TO LODGE A COMPLAINT

You have the right to lodge a complaint with:

Garante per la protezione dei dati personali
Piazza Venezia 11
00187 Rome, Italy
Website: [www.garanteprivacy.it](http://www.garanteprivacy.it)

You may also contact the supervisory authority in the European Union country where you normally live or work.

13. AUTOMATED DECISION-MAKING

Reservation information is not used to make decisions based solely on automated processing that produce legal or similarly significant effects.

14. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy if our services, legal obligations, or processing practices change.

The current version will be made available through our booking system and identified by the “Last updated” date shown above.