FAQs

You can book your stay easily and securely through three main channels: Online Booking (best price guaranteed):

• Visit our website: https://www.regarda.it/en/
• Select your dates and the number of guests.
• You will immediately see all available accommodation at the best final price, with no hidden fees. You can view description, map and pictures for each unit.
• Confirmation is instant, and you'll receive all details via email.

By Phone:

• Call our Booking Office at +39 045 7580372.
• Our multilingual team is ready to provide personalized advice and assist you with your booking.

By Email:

• Send an email to reservation@regarda.it specifying your needs. We will get back to you quickly with the best proposals for your stay.

The total amount shown online or quoted to you already includes:

• Property rental fee.
• All utilities (electricity, gas, heating, and water).
• Final cleaning.
• Tourist tax.
• Linens: Bed sheets, towels, pillows, blankets, and a bath mat (please note that kitchen linens, such as tablecloths and tea towels, are not provided).
• Access to the swimming pool and common areas, where available.

For long-term stays, additional discounts may be available.

Access the client area on our website: https://www.regarda.it/intranet/signin/login . From here, you can check your payment status, add optional services (such as a cot, highchair, pet fee, stroller, etc.), update your credit card details, and complete the online check-in.

Account Holder: REGARDA SRL
IBAN: IT81U0200859530000102953085
BIC/SWIFT: UNCRITM1D26
Reference: [Booking Number] [Surname]
Please send the bank transfer receipt to:admin@regarda.it

To ensure maximum security and transparency, we manage credit card payments in full compliance with the European PSD2 regulation. This is a mandatory security procedure for all online payments in Europe, ensuring that only the legitimate cardholder can approve the transaction. This means we will never withdraw any amount from your card unless you have authorized it yourself.

Approximately 4 days before the payment deadline, you will receive an email reminder about the upcoming charge. By accessing your personal area, you can enter the complete credit card details you wish to use (cardholder name, card number, expiry date, and CVV).

Authorization and Security (PSD2) On the day the payment is due (the exact date depends on the cancellation policy of your booking):

• 1. Email Notification: You will receive an email with the subject “Authorize payment for booking no. ...”, which allows you to view your booking details.
• 2. Blue Button: Inside this email, you will find a blue button labeled “AUTHORIZE” that will allow you to initiate the transaction.
  
• 3. This will open the personal area of our website where you can check the summary of your booking and the details you have entered. If you have not done so previously, you will have the opportunity to enter or update the credit card details to be used for payment. Once you have checked everything, you can press the blue ‘PAY’ button at the bottom right.
• 4. At this point, you will be guided through the Two-Factor Authentication (PSD2) process. You can authorize the transaction in one of the following ways, depending on your bank:
  
  • You may be temporarily redirected to an external page (usually your bank's website), where you will need to enter a one-time password (OTP) or follow the steps required to confirm the payment.
  • You will receive a notification or pop-up directly on your bank's mobile app. Simply open the app and follow the verification process (e.g. via PIN code or fingerprint) to consent to the transaction.
• 5. Final confirmation: after authorizing the transaction (either on the external page or via the app), you must return to the payment page (the one with our logo) and wait for confirmation. The payment will be marked with a green tick as soon as the transaction has been successfully completed, and you will also receive a confirmation email.
  

If your payment attempt is unsuccessful, please carry out these simple preliminary checks:

• Funds and limits: check that you have sufficient funds available and that you have not reached your card's spending limits for the period (you may need to call your bank for temporary authorization).
• Validity: check that your card is valid and has not expired.
• Restrictions: make sure your bank has not imposed restrictions on international online transactions or large purchases.
• Data entered: try again, checking that the card number, expiry date and CVV have been entered correctly.

If the problem persists: Please contact our customer service immediately by email at reservation@regarda.it Our staff will be at your disposal to check the error code and find a solution as soon as possible, such as activating an alternative payment method (e.g. fast bank transfer).

A security deposit is a guarantee required by some establishments to protect themselves against any accidental damage that may occur in the accommodation during your stay.

In the event that you or your travel companions do not have a credit card to provide as a guarantee, it is possible to take out the Deposit Free Protection damage insurance by Europ Assistance. The cost is €59.00 for standard properties and €99.00 for our most prestigious properties. You can add this policy directly through your private area in the Tourist Intranet or by contacting us.

The security deposit will not be required for customers covered by the AirCover (Airbnb) policy or who have included Europ Assistance's optional EasyRent policy in their booking.

The amount (specific to each property) is not withdrawn from your card but is blocked through a pre-authorization. This means that the amount is temporarily held and reduces your available credit limit but is not charged to your account. On the day of your arrival, you will receive an email containing a link through which you can authorize the security deposit.

To ensure maximum security and transparency, we manage credit card payments in full compliance with the European PSD2 regulation, a mandatory security procedure for all online payments in Europe, which ensures that only the legitimate cardholder can approve the transaction. This means that we will never withdraw any amount from your card unless you have authorized it. Approximately 4 days before the expiry date, you will receive an email reminder about the upcoming security deposit block. By accessing your personal area, you can enter the complete details of the credit card to be used (cardholder name, number, expiry date and CVV).

Authorization and Security (PSD2)

On the day the security deposit is due to be released (the exact date depends on the cancellation conditions of your booking):

• 1. You will receive an email with the subject line 'Authorize payment for booking no....' through which you can view your booking.
• 2. In this e-mail, you will find a blue button labelled 'AUTHORISE' which will allow you to start the authorization process.
  
• 3. This will open the personal area of our website where you can check the summary of your booking and the details you have entered. If you have not done so previously, you will have the opportunity to enter or update the credit card details to be used for payment. Once you have checked everything, you can press the blue 'PAY' button at the bottom right.
• 4. At this point, you will be guided through the Two-Factor Authentication (PSD2) process. You can authorize the transaction in one of the following ways, depending on your bank:
  • You may be temporarily redirected to an external page (usually your bank's website), where you will need to enter a one-time password (OTP) or follow the steps required to confirm the payment;
  • You will receive a notification or pop-up directly on your bank's mobile app. Simply open the app and follow the verification process (e.g. via PIN code or fingerprint) to consent to the transaction.
• 5. Final confirmation: after authorizing the transaction (either on the external page or via the app), you must return to the payment page (the one with our logo) and wait for confirmation. The payment will be marked with a green tick as soon as the transaction has been successfully completed. You will also receive a confirmation email.
  

If your payment attempt is unsuccessful, please carry out these simple preliminary checks:

• Funds and limits: check that you have sufficient funds available and that you have not reached your card's spending limits for the period (you may need to call your bank for temporary authorization).
• Validity: check that your card is valid and has not expired.
• Restrictions: make sure your bank has not imposed restrictions on international online transactions or large purchases.
• Data entered: try again, checking that the card number, expiry date and CVV have been entered correctly.

If the problem persists: Please contact our customer service immediately by email at reservation@regarda.it Our staff will be at your disposal to check the error code and find a solution as soon as possible, such as activating an alternative payment method (e.g. fast bank transfer).

The pre-authorization is automatically cancelled within 72 hours after check-out. Important note: Although the pre-authorization is automatically cancelled by us, the actual time it takes for your bank to make the funds visible again on your account statement or available balance may vary (usually 3-7 working days) and depends solely on your bank's policies. Only in the event of damage or violations of the house rules, Regarda reserves the right to charge the amount necessary for repairs, subject to prior notification.

Full operating instructions on how to reach the property, collect the keys and information with all the details relating to your booked accommodation will be sent to you by e-mail as soon as you have completed your online check-in and, in any case, within 48 hours prior to your arrival. Please check the e-mail address you provided when booking.

Don't skip reading this! This document is your essential guide, so please read it carefully. Make sure you have it handy upon arrival, as it contains all the key instructions for accessing and using the services.

Check-in is guaranteed from 4 p.m. Early check-in is subject to availability, but if possible, we will be happy to give you a few extra hours of holiday. The actual key collection method depends on the type of property you have booked:

• Key collection at the office Opening hours: from 4 p.m. to 7 p.m. Address: Via Rubinare, 12, Lazise (VR) - 37017 (google position: https://maps.app.goo.gl/SXcZXQja4mnMnup26) Check-in after 7 p.m.: if you cannot arrive by 7 p.m., you can collect the keys from a coded box located outside our office. You must notify Regarda in advance in order to receive the code and instructions for opening the box.
• Self Check-in (direct access via Keylock) If the property is equipped with Keylock (code-operated safe), you can access the holiday home directly and independently. PLEASE NOTE: To receive the access codes, you must have completed the following steps by the deadline indicated in the arrival instructions: - Online check-in completed for all guests with all the required information. - Full payment for the stay, including any extra costs. - Authorisation of the security deposit by credit card.

  Important: After 9 p.m., we cannot guarantee on-site assistance.

Online check-in is a service that allows you to reduce waiting times upon arrival and start your holiday right away!

Legal requirement: All accommodation facilities in Italy must comply with Article 109 of the T.U.L.P.S. (Consolidated Law on Public Security). This regulation requires us to register all guests and communicate the personal details of all guests staying at our facility to the Public Security Authority (State Police or Carabinieri) on a daily basis. Online check-in allows us to fulfil this obligation before your arrival.

Security and Privacy (GDPR): Our online check-in area is completely secure and has been developed in full compliance with European Regulation 2016/679 (GDPR). Your data is treated with the utmost confidentiality and will only be used for the purposes required by law. For further information: www.regarda.it/en/privacy-policy/

What Data Is Required? We will ask you to enter your personal details and the details of your identity document (number, place/date of issue and expiry date). Valid identity documents for this purpose are: identity card or driving licence for Italian citizens, identity card for EU citizens, passport for non-EU citizens. Failure to present identity documents for each guest will result in denial of access to the accommodation.

To ensure quick verification and data accuracy, a photo of the document and a photo of the holder (selfie) are also required, used only for identification and recognition purposes. In summary: do everything from the comfort of your own home, and upon arrival, all you have to do is pick up the keys!

We offer two simple ways to access and complete your registration.

a) Access with credentials (after booking):

• You will receive an initial e-mail with the subject line 'Activate your customer account for your stay', containing your credentials (full booking number and surname of the person who made the booking) to access our online 'Tourist Intranet' area, located at the top right of our website www.regarda.it. If you have already created an account, you can log in with your pre-set credentials.
• You can use these credentials to access the area at any time, even immediately after booking, to manage the details of your stay or to plan your holiday.
• Within this area, you will find a clickable button that allows you to correctly fill in the online check-in form.
  

b) Access via direct link (2 weeks before arrival):

• Approximately 14 days before your arrival, you will receive a second communication containing a direct link.
• By clicking on this link, you will immediately access the check-in form, without needing to enter a username and password. This is the fastest method!

Helpful tip: If you are travelling in a group, you can share the direct link with the other guests on the same booking, so that everyone can enter their details independently and in just a few minutes.

If you encounter difficulties, here are some simple steps that resolve most issues:

• Browser and cookies: try using a different browser (such as Chrome, Firefox or Edge) and make sure you have accepted the privacy policy and cookies for the dedicated area.
• Device: if you are using a smartphone, try logging in from a PC or tablet. Sometimes the interface or document upload works better on a larger screen.
• Check the document: if the problem is with the upload, make sure the photo of the document is clear and that it complies with the maximum size accepted by the system.

If the problem persists, don't worry! Contact us immediately: reservation@regarda.it

Cancellation policy defines how and when you can cancel your booking without incurring penalties.

Cancellation

You can cancel your booking in two ways:

• Through the customer portal: log in to your reserved area on the platform through which you made your booking and follow the instructions for self-cancellation.
• By contacting customer service: call our Booking Office on 0039 0457580372 or send an email to reservation@regarda.it

Important information about refunds: The cancellation policy will be indicated in the offer sent to the customer by email, on the website or platform where the customer is completing the booking, and on the booking confirmation. The cancellation policy may vary from time to time. Refunds will be made using the same method used for payment (bank transfer/credit card/online platform).

Changes (dates, guests, accommodation) To request any changes (such as dates of stay, number of guests or choice of apartment), please contact our Booking Office directly at reservation@regarda.it or by calling 0039 0457580372. Note: Changes are subject to availability and may result in a recalculation of the rate, with consequent price differences (either increases or decreases).

The Keylock (where available) allows you to access the property independently, without going through the office.

The code and exact location of the key safe will be sent to you along with your arrival instructions, starting at 4 p.m. on the day of your check-in.

The code will be sent once the following steps have been completed:

• Online check-in: completion of the online check-in form with the required information for all guests staying at the property.
• Balance: full payment for the stay, including any mandatory extras (e.g. tourist tax).
• Deposit: correct authorization of the security deposit by credit card.

PLEASE NOTE: in order to verify the identity of all occupants of the accommodation, a video call or a visit by one of our representatives will be scheduled.

Instructions for use: To open the Keylock correctly, please follow the detailed instructions received by e-mail or available on the tourist intranet portal carefully. If you have any access problems, please contact our assistance service immediately. After collecting the keys, we kindly ask you to close it again and change the combination of numbers displayed, so as not to leave the code used to open it visible.

Check-out must be completed by 10:00 a.m. on the day of departure. For any requests for late check-out, please contact us to check availability.

Please follow these instructions carefully:

• The key must be returned to the key lock (where applicable) or brought back to our office, where it was delivered on the day of check-in between 9:00 and 10:00 a.m. If you plan to leave after office hours, the key can be placed in the post box outside the office entrance door. The air conditioning remote control must be left on the table in the flat.
• Dispose all rubbish in the appropriate bins, where available, or according to the instructions provided (recycling center, door-to-door collection), and dispose of glass in the appropriate containers. If you do not wish to dispose of your rubbish yourself, please remember to request our additional rubbish collection service (for a fee).
• Leave the refrigerator completely empty (no food residue) and turned off.
• Close all doors, windows and awnings securely, leaving the accommodation safe.
• Turn off the air conditioning, heating and all lights.
• Leave the kitchen clean and tidy: wash dishes, crockery and hob.

For tourism operators, it is essential to carry out their activities with full respect for the environment and the wonderful places that host us. As our 'fellow citizen,' even if only for a few days, we ask you to strictly adhere to the separate waste collection system in force in all municipalities. Proper waste disposal is a civic and moral duty that must be carried out in accordance with local regulations.

The exact method for disposing of your waste may vary depending on the location and type of accommodation (residence or independent property):

• In some areas, access to street bins or residence containers is via a magnetic card or key that you will find in the flat.
• In other areas, there is a door-to-door collection system, which requires you to put out your waste correctly sorted, following a specific calendar.
• In some municipalities, you can dispose of your waste at the municipal recycling center, where access is granted by showing the card provided on arrival or found in the flat.

Please note! If garbage is not correctly sorted, it will not be collected and cannot be disposed of at the recycling center.

To find out the exact procedure or specific collection schedule for your accommodation, please consult the house manual in the flat or the information sheet you received before your arrival. If you have any questions, please do not hesitate to contact us.

We kindly ask you to carefully read the following house rules and to respect them during your stay:

• For your safety, we invite you to always close the front door of your flat, windows, shutters and blinds at night and when you are away. Do not leave valuables in plain sight on terraces, in the garden or in cars. The agency and the owners accept no responsibility in the event of theft.
• We ask you to always close umbrellas and awnings when not in use, as strong and sudden storms often occur on Lake Garda. If they are damaged, the amount necessary for repair or replacement will be retained.
• Natural resources are limited, so please do not waste electricity and water. Please turn off the air conditioning or heating before leaving the house for a few hours and before your departure. In addition, we ask that you do not leave them on while windows and doors are open. Please remember to turn off lights when not in use and to use water wisely.
• Set the heating to a maximum temperature of no more than 22°C and the air conditioning to no less than 24°C.
• Please respect the quiet hours (from 10:00 PM to 8:00 AM and from 1:00 PM to 3:00 PM).
• If you find any imperfections in the cleanliness of the accommodation, please let us know immediately so that we can remedy the situation. We will arrange for cleaning as soon as possible at no additional cost. Complaints will not be accepted at the end of your stay under any circumstances.
• It is not possible to bring people other than those named in the booking into the flat or the pool area. Parties are not permitted.
• If you use the sofa bed, please do not close it with the cushions or blankets on top of the mattress.
• Please note that smoking is strictly prohibited in the apartments. Ashtrays are available on the terrace, where smoking is permitted. The use of personal electric heaters or cookers is not permitted.
• Parents are responsible for the behaviour of their children. Children must be supervised at all times, as they are the responsibility of their adult guardians.
• Four-legged friends, if regularly declared and included in the booking, are not allowed in the common areas and pool area. Any excrement must be collected from the garden and common areas as good practice dictates. Please do not leave your pets alone in the flat (they are in an unfamiliar place, they may miss you and disturb the neighbours or cause damage to the property).
• If you find any damage or malfunction inside the flat, please notify us within 24 hours of your arrival or on the first day the agency is open. Otherwise, we will have no choice but to charge your credit card for the damage.
• We invite you to respect the condominium rules and the swimming pool rules displayed on the signs at the entrance to the pool and on the paths of the residence: it is forbidden to use balls, air mattresses, or water toys; please shower before entering the pool; diving is prohibited; please tidy up the deckchairs and close the parasols after use.

The 'Terms and Conditions' section of our website contains all the detailed legal information relating to the booking and payment processes, cancellation and refund policies, customer and property liability, and the Privacy Policy.

You can consult the complete and updated document directly on the following page: https://www.regarda.it/en/general-conditions/ https://www.regarda.it/en/privacy-policy/

Would you like to enrich your holiday with wonderful experiences and activities? Contact us and we will organise boat trips, water sports, trekking, cycling, food and wine tours, visits to major cities such as Verona, Venice, Milan, the Dolomites, cultural tours and much more. Regarda is an official ticket reseller for the main attractions in the area and the most famous amusement parks, offering you the convenience of purchasing them directly from us without wasting time queuing.

Take a look at our "Experiences" section: https://www.regarda.it/en/special-offers/

We will be happy to provide you with all the information you need once you arrive or upon request at any time.

Contacts General Email: info@regarda.it Bookings: reservation@regarda.it Accounting: admin@regarda.it Telephone: +39 045 758 0372 Opening hours: Mon–Sat (from April to October): 09:00–12:30 / 15:00–19:00;