CUSTOMER SERVICE CHARTER
we are pleased to extend the most cordial welcome to you and wish you a pleasant stay. We present the following "Service Charter" to provide you with the information that will allow you to make the most of the services we are offering.
You are at the heart of our Masseria: you are the primary source for the evaluation and continuous improvement of the experience at our facilities, so please make any request or recommendation that you consider useful.
In this Service Charter, we summarise the standards defined for the services we offer; in practice, implementing the Charter of Tourist Services and Accommodation to us means adding value and quality, both to our business and the territory in which we operate, and meeting your needs in the best possible way.
The property features 20 rooms divided into 3 types, Comfort, Deluxe and Superior, all including a complete bathroom, shower, hairdryer, wardrobe, safe, minibar, TV, telephone, wi-fi, air conditioning.
We will be your point of reference for any problem that may arise during your stay and for any further information on the services of the Masseria at your disposal, as well as tourist information regarding the surrounding area, local events and entertainment, fun facts/trivia about the local area and activities inside the Masseria.
All requests for information about the Masseria and promotional offers or packages via e-mail or social pages will be answered within 24 hours at the latest.
Our staff respond to all telephone requests promptly, providing you with courteous and clear explanations regarding our services. Moreover, the staff who provide information about reservations speak fluent English and another foreign language, such as French, in addition to Italian.
In the case of requests by e-mail or other means, we will make sure to send you a quote with the best offer for the requested period of stay.
Written confirmation of booking is provided when we receive a confirmation deposit equal to 30% of the total cost of your stay.
For guests, who have chosen to stay in our facilities, reception is open 14 hours per day with a concierge at their disposal from 08:00 to 22:00.
Check-in is available from 14:00 to 21:00. If you arrive earlier than scheduled, we will try to make the wait as comfortable as possible by offering you a cold drink, which you can sip at the bar. The Masseria grants you access to a room for luggage storage allowing you to immediately use the swimming pool and the communal areas or head to the city for a visit. In case of arrival after 21:00, please notify us in advance, by phone or email. Upon arrival, it is mandatory for all guests to produce valid identification.
Check-out is available from 08:00 to 11:00. In case you need to stay longer, just let us know in advance to allow the smooth running of our activities; for late check-out, after 11:00, an additional charge on the room is due based on the availability of the facility. Any potential special invoicing must be requested the day before departure. It is possible to settle the bill the evening before departure by 21:00, in order to speed up procedures and avoid the wait. Various payment options: debit cards, credit cards and cash are accepted up to the limits imposed by current Italian law. Tax Decree n. 124/2019 from 1 July 2020 the maximum amount is € 2,000.00.
Cancelled or modified reservations will be subject to the cancellation policies on the form received during the quote and confirmation phase of the reservation.
TREATMENT OF PERSONAL DATA
Personal data and any other information acquired by our Company during the execution of the assignment will be subject to confidentiality restrictions and be treated in compliance with the privacy and rights of the individual through systematic application on our part of specific protection and guarantee measures suitable both for hard copy and electronic data processing and adjusted according to the characteristics of the data itself (simple personal data or sensitive or judicial data). Pursuant to and for the purposes of Legislative Decree 196/03, the Customer is informed that their personal data will be processed only for the purposes determined by the contractual relationship for those purposes (including accounting and administrative purposes).
Breakfast is served in the restaurant every day from 08:00 to 10:30 through table service and a choice menu, which is presented to you upon check-in and may be changed from day to day according to your requests and/or needs, hot drinks will be served on request by our staff, in case you need to expedite breakfast (for example on the day of departure or on the occasion of excursions or other), please inform our staff the day before so that they meet your needs.
The pool bar is available every day from 11:00 to 19:00, offering a light meal for lunch with the chance to taste our proposals, salads, cold dishes made with local products and pucce (bread typical of Salento), ask the menu from our staff.
In the evening, the restaurant will be open to our guests from 19:30 to 21:00, with an à la carte menu and traditional dishes to be enjoyed inside or outside in our covered terrace, our kitchen searches for local products of the area and themed evenings are organised or promoted.
If any of our Guests suffer from food allergies and/or intolerances, our kitchen will be happy to collaborate in satisfying particular requests, therefore we invite you to notify us of any particular needs: we will be available for the preparation of special foods that you yourselves can provide to our service staff.
To ensure high sanitation and hygiene standards of the dishes, our kitchen is certified with a HACCP (Hazard Analysis and Critical Control Point) plan, which allows to control the hygiene and sanitation of the foods being processed by means of inspections.
CLEANING AND MAINTENANCE OF THE ROOMS
All the rooms are in harmony with the style of the Masseria. Room cleaning is carried out daily to provide you a quality service; a random inspection on that is performed by the Management to always ensure the highest quality of the hospitality service. All room facilities are checked for safety and proper operation by expert staff, any malfunctions or breakages reported by the Guests or by our personnel, will be addressed promptly within the day; should maintenance stretch out for a longer period, we will nevertheless guarantee you a comfortable stay.
In each room, in addition to the classic complimentary toiletries (soap, shower gel, shampoo, shower cap etc), you will find a leaflet containing a brochure of the Masseria, the service hours of the facility, concierge services dial-in numbers, our customer service charter and a guest satisfaction survey, in which we have included a special section where you can provide us with suggestions or report any problems that you encountered during your stay.
Connection to the Internet is available to you. Wi-Fi is free in the rooms, in the communal areas, in the restaurant and in the pool area.
The use of the swimming pool is free and is an exclusive service for the guests of the Masseria, a surveillance service is provided inside the facility by a member of our staff, entrance is forbidden to unaccompanied minors under the age of 12, the swimming pool will be open every day from 09:00 to 19:00.
The Masseria provides bath towels that you will find in the room. We ask you not to consume food and drinks by the pool, it is absolutely forbidden to bring bottles or glasses inside the pool, it is preferable to use earplugs and goggles. The pool area will be equipped with sun loungers in the areas surrounding the pool. A defibrillator will be available in the Masseria in case of need or emergency.
The car park is not guarded, there are no particular risks, as the area is fenced and under video surveillance, however we advise you to lock the cars anyway and not to leave any valuables visible; any potential damage to property or means of transport is generally beyond the responsibility of the Masseria.
CLOSING OF THE GATE
The Masseria is equipped with an automatic gate that is always closed to safeguard the stay and privacy of our guests; in case of returning late in the evening or during the night, an access system with a numeric code is available.
RESPECTING EVERYONE AND THE ENVIRONMENT
The environment and the surroundings are everyone's heritage and as such we try to protect it.
Our cleaning staff uses products of low environmental impact. Energy-saving light bulbs are used, installations are equipped with heat pumps, the showers feature mixers that reduce water consumption.
We urge you as well, to take small steps in order to minimise pollution.
Our Masseria guarantees the change of towels as required for the category to which it belongs. However, we invite you to request a change only if they have indeed been used.
At the reception, our concierge service will be able to provide you with information on the area, on local activities and attractions, areas of cultural interest, food and wine and nature trails (Museums, Archaeological Sites, Exhibitions, Music Festivals, Cities of Art, Parks and Reserves, Beaches and Marinas), maps and city routes, cycling routes and other itineraries.
Further information will be provided to you for transportation to the airports of Bari and Brindisi and on taxi services for transportation to the city of Ostuni and back; thanks to these initiatives you can minimise car use for getting around.
We invite you to adopt a respectful behaviour for the peace and relaxation of the other guests;
please do not speak loudly in the communal areas out of respect for nature and the tranquility of the guests, especially during day and night quiet hours;
it is strictly forbidden to introduce any person outside the Masseria into the rooms and communal areas, unless prior notification is given and valid identification is produced;
the guest is required to respect the areas, equipment and furnishings found in the Masseria;
it is forbidden to smoke inside the rooms and in the communal areas indoors;
It is forbidden to use extra heating appliances and open flames in the rooms.
The Management and Staff of Masseria Ayroldi thank you for your cooperation and wish you a pleasant stay.