Our mission is to build an all in one real estate solutions platform and empower people to experience the world, by offering the world's best places to stay and greatest places and attractions to visit in the most convenient way. In order to achieve this goal, we will live up to the following good practices:
These terms and conditions, as may be amended from time to time, apply to all our
services directly or indirectly (through distributors) made available online, through any
mobile device, by email, or by telephone. By accessing, browsing, and using our (mobile)
website or any of our applications through whatever platform (hereafter collectively
referred to as the "Platform") and/or by completing a reservation, you acknowledge and
agree to have read, understood, and agreed to the terms and conditions set out below
(including the privacy statement).
These pages, the content, and infrastructure of these pages and the online reservation service (including the facilitation of payment service) provided by us on these pages and through the website are owned, operated, and provided by EZRA LuxProperty S.R.L and are provided for your personal, non-commercial (B2C) use only, subject to the terms and conditions set out below. The relationship that we have with the Providers are governed by separate terms and conditions which govern the (B2B) commercial relationship we have with each of these Providers. Each Provider acts in a professional manner vis-à-vis EZRA LuxProperty S.R.L when making its product and/or service available on or through EZRA LuxProperty S.R.L (both for its business-to-business ("B2B") and/or business-to-consumer ("B2C") relationship). Note that Trip Providers may have, declare applicable, and/or require (acceptance of) – in addition to the policies and fine print as disclosed on the website, their own (delivery/shipping/carriage/usage) terms and conditions and house rules for the use, access, and consummation of the Trip (which may include certain disclaimers and limitations of liability).
"ezraproperty.com," "us," "we," or "our" means EZRA LuxProperty S.R.L , a limited liability
company incorporated under the laws of Romania, and having its registered address at
Smaraldului 12, Constanta , Constanta , Ap3, Romania ,900504. "Platform" means the
(mobile) website and app on which the Service is made available owned, controlled,
managed, maintained, and/or hosted by EZRA LuxProperty S.R.L. "booking",
“reservation”, “order”, “purchase” means the various different products and services that
can be ordered, acquired, purchased, bought, paid, rented, provided, reserved, combined,
or consummated by you from the Provider.
"Provider" means the provider of accommodations (e.g. hotel, motel, apartment, bed & breakfast), attractions (e.g. (theme) parks, museums, sightseeing tours), transportation provider (e.g. car rentals, cruises, rail, airport rides, bus tours, transfers), tour operators, travel insurances, and any other travel or related product or service as from time to time available for Reservation on the Platform (whether B2B or B2C).
" Service" means the online purchase, order, (facilitated) payment, or reservation service as offered or enabled by EZRA LuxProperty S.R.L in respect to various products and services as from time to time made available by Providers on the Platform.
" Reservation" means the order, purchase, payment, booking, or reservation of a product.
Through the Platform, we (EZRA LuxProperty S.R.L and its affiliate (distribution)
partners) provide an online platform through which Providers—in their professional
conduct of business (i.e. B2C or B2B)—can advertise, market, sell, promote, and/or offer
(as applicable) their products and service for order, purchase, reservation, rent, or hire,
and through which relevant visitors of the Platform can discover, search, compare, and
make an order, reservation, purchase, or payment (i.e. the Service). By using or utilizing
the Trip Service (e.g. by making a Reservation through the Service), you enter into a
direct (legally binding) contractual relationship with the Provider with which you make a
reservation or purchase a product or service (as applicable). From the point at which
you make your Reservation, we act solely as an intermediary between you and the
Provider, transmitting the relevant details of your Reservation to the relevant Provider(s)
and sending you a confirmation email for and on behalf of the Provider.
When rendering our Service, the information that we disclose is based on the information provided to us by Providers.
As such, the Providers that market and promote their products on the Platform are given access to our systems and admin through which they are fully responsible for updating all rates/fees/prices, availability, policies, conditions, and other relevant information that gets displayed on our Platform. Although we will use reasonable skill and care in performing our Service, we will not verify and cannot guarantee that all information is accurate, complete, or correct, nor can we be held responsible for any errors (including manifest and typographical errors), any interruptions (whether due to any (temporary and/or partial) breakdown, repair, upgrade, or maintenance of our Platform or otherwise), inaccurate, misleading, or untrue information, nor non-delivery of information. Each Provider remains responsible at all times for the accuracy, completeness, and correctness of the (descriptive) information (including the rates/fees/prices, policies, conditions, and availability) displayed on our Platform. Our Platform does not constitute and should not be regarded as a recommendation or endorsement of the quality, service level, qualification, (star) rating, or type of accommodation of any Provider (or its facilities, venue, vehicles, (main or supplemental) products or services) made available, unless explicitly indicated or set out otherwise.
Our Service is made available for personal and non-commercial use only. Therefore, you are not allowed to resell, deep link, use, copy, monitor (e.g. spider, scrape), display, download, or reproduce any content or information, software, reservations, tickets, products, or services available on our Platform for any commercial or competitive activity or purpose.
The prices as offered by the Providers on our Platform are highly competitive. All prices
for your Trip are displayed including VAT/sales tax and all other taxes (subject to
change of such taxes) and fees, unless stated differently on our Platform or the
confirmation email/ticket. if applicable. Applicable fees and taxes (including tourist/city
tax) may be charged by the Trip Provider in the event of a no-show or cancellation.
Sometimes cheaper rates are available on our Platform for a specific stay, product, or service, however, these rates made available by Providers may carry special restrictions and conditions, for example non-cancelable and non-refundable. Check the relevant product, service, and reservation conditions and details thoroughly for any such conditions prior to making your reservation.
All special offers and promotions are marked as such. If they are not labeled as such, you cannot derive any rights in the event of obvious errors or mistakes.
EZRA LuxProperty S.R.L respects your privacy. Please take a look at our Privacy and Cookies Policy for further information.
EZRA LuxProperty S.R.L may charge fees (and applicable Taxes) to providers and Guests for use of the EZRA LuxProperty S.R.L Platform. More information about when service fees apply and how they are calculated can be found on our Service Fees page. Except as otherwise provided on EZRA LuxProperty S.R.L Platform, service fees are non-refundable. EZRA LuxProperty S.R.L reserves the right to change the service fees at any time, and will provide Members notice of any fee changes before they become effective. Fee changes will not affect bookings made prior to the effective date of the fee change. If you disagree with a fee change you may terminate this agreement at any time pursuant to Section 13.2.
If applicable and available, certain Providers offer the opportunity for Reservations to be
paid (wholly or partly and as required under the payment policy of the Provider) to the
Provider during the Reservation process, by means of secure online payment (all to the
extent offered and supported by your bank). For certain products and services, EZRA
LuxProperty S.R.L facilitates (through third party payment processors) the payment of
the relevant product or service (i.e. the payment facilitation service) for and on behalf of
the Provider (Booking.com never acts nor operates as the merchant of record).
Payment is safely processed from your credit/debit card or bank account to the bank account of the accommodation provider through a third party payment processor. Any payment facilitated by us for and on behalf of, and transferred to the Provider will in each case constitute a payment of (part of) the booking price by you of the relevant product or service in final settlement of such (partial) due and payable price and you cannot reclaim such paid monies.
Check the (reservation) details of your product or service of choice thoroughly for any such conditions prior to making your Reservation. You will not hold EZRA LuxProperty S.R.L liable or responsible for any (authorized, (allegedly) unauthorized or wrong) charge by the Provider and not (re)claim any amount for any valid or authorized charge by the Provider (including for pre-paid rates, no-show, and chargeable cancellation) of your credit card.
In the event of credit card fraud or unauthorized use of your credit card by third parties, most banks and credit card companies bear the risk and cover all charges resulting from such fraud or misuse, which may sometimes be subject to a deductible (usually set at EUR 50 (or the equivalent in your local currency)). In the event that your credit card company or bank charges the deductible from you due to unauthorized transactions resulting from a reservation made on our Platform, we will pay you this deductible, up to an aggregate amount of EUR 50 (or the equivalent in your local currency). In order to indemnify you, please report fraud to your credit card provider (in accordance with its reporting rules and procedures) and contact us immediately.
Please provide us with evidence of the charged deductible (e.g. policy of the credit card company). This indemnification only applies to credit card reservations made using EZRA LuxProperty S.R.L is secure server and the unauthorized use of your credit card resulting through our default or negligence and through no fault of your own while using the secure server.
By making a Reservation with a Provider, you accept and agree to the relevant
cancellation and no-show policy of that Provider, and to any additional (delivery) terms
and conditions of the Provider that may apply to your reservation(including the fine print
of the Provider made available on our Platform and the relevant rules of the Provider),
including for services rendered and/or products offered by the Provider. The relevant
(delivery/purchase/use/carrier) terms and conditions of a Provider can be obtained with
the relevant Provider. The general cancellation and no-show policy of each Provider is
made available on our Platform on the Provider information pages, during the
reservation procedure and in the confirmation email or ticket (if applicable). Note that
certain rates, fees, or special offers are not eligible for cancellation, refund, or change.
Applicable city/tourist tax may still be charged by the Provider in the event of a no-show
or charged cancellation. Check the (reservation) details of your product or service of
choice thoroughly for any such conditions prior to making your reservation. Note that a
Reservation which requires down payment or (wholly or partly) prepayment may be
canceled (without a prior notice of default or warning) insofar the relevant (remaining)
amount(s) cannot be collected in full on the relevant due or payment date in accordance
with the relevant payment policy of the Provider and the reservation. Cancellation and
prepayment policies may vary per segment, product, or service of each product.
Carefully read information in your reservation confirmation for additional policies as may be applied by the Provider (e.g. in respect of age requirement, security deposit, non-cancellation/additional supplements for group bookings, extra beds/no free breakfast, pets/cards accepted). Late payment, wrong bank, debit or credit card details, invalid credit/debit cards, or insufficient funds are for your own risk and account, and you will not be entitled to any refund of any (non-refundable) prepaid amount unless the Provider agrees or allows otherwise under its (pre)payment and cancellation policy.
If you want to review, adjust, or cancel your Reservation, revert to the confirmation email and follow the instructions therein. Note that you may be charged for your cancellation in accordance with the Provider's cancellation, (pre)payment and no-show policy, or not be entitled to any repayment of any (pre)paid amount. We recommend that you read the cancellation, (pre)payment and no-show policy of the accommodation provider carefully prior to making your reservation, and remember to make further payments on time as may be required for the relevant reservation.
If you have a late or delayed arrival on the check-in date or only arrive the next day, make sure to (timely/promptly) communicate this with the Provider so they know when to expect you to avoid cancellation of your Reservation or charge of the no-show fee. Our customer service department can help you if needed with informing the Provider.
EZRA LuxProperty S.R.L does not accept any liability or responsibility for the consequences of your delayed arrival or any cancellation or charged no-show fee by the Provider
By completing a Reservation, you agree to receive (i) an email which we may send you
shortly prior to your arrival date, giving you information on your destination and
providing you with certain information and offers (including third-party offers to the
extent that you have actively opted in for this information) relevant to your Trip
(Reservation) and destination, (ii) an email after arrival to rate the (experience with your)
Provider and the Service, and (iii) an email which we may send to you promptly after
your stay inviting you to complete our guest review form. See our privacy and cookies
policy for more information about how we may contact you.
EZRA LuxProperty S.R.L disclaims any liability or responsibility for any communication by or with the Provider on or through its platform. You cannot derive any rights from any request to, or communication with the Provider or (any form of) acknowledgement of receipt of any communication or request. EZRA LuxProperty S.R.L cannot guarantee that any request or communication will be (duly and timely) received/read by, complied with, executed, or accepted by the Provider.
In order to duly complete and secure your Reservation, you need to use your correct email address. We are not responsible or liable for (and have no obligation to verify) any wrong or misspelled email address, or inaccurate or wrong (mobile) phone number or credit card number.
Any claim or complaint against EZRA LuxProperty S.R.L or in respect to the Service must be promptly submitted, but in any event within 30 days after the scheduled day of consumption of the product or service (e.g. check out date). Any claim or complaint that is submitted after the 30 days period may be rejected, and the claimant will forfeit the right to any (damage or cost) compensation.
Due to the continuous update and adjustments of rates and availability, we strongly suggest making screenshots when making a reservation to support your position (if needed). We recommend notifying us first about any complaints by contacting our Customer Service.
We aim to display search results that are relevant to you by providing a personalized
default ranking of Providers on our Platform. You can scroll through this default ranking,
use filters, and sort by alternative ranking orders and thus have the ability to influence
the presentation of search results to receive a ranking order based on other criteria. We
use multiple algorithms to produce default ranking results, a process that's constantly
EZRA LuxProperty S.R.L has identified the following parameters to be most closely correlated with a guest finding a suitable Provider, and thus prioritizes such parameters in the algorithms ("main parameters"): The guest’s personal search history, the rate of "click through" from the search page to the hotel page ("CTR"), the number of bookings related to the number of visits to the relevant Providers page on the Platform ("Conversion"), gross (including cancellations), and net (excluding cancellations) bookings of a Provider. Conversion and CTR are affected by various factors including review scores (both aggregated scores and components), availability, policies, (competitive) pricing, quality of content, and certain features of the Provider. The commission percentage paid by Providers or other benefits to EZRA LuxProperty S.R.L (e.g. through commercial arrangements with the Provider or strategic partners) may also impact the default ranking, as well as the Provider’s record on timely payment. The Provider may also influence its ranking by participating in certain programs, which may be updated from time to time, deals, and the visibility booster (the latter two involve the Provider paying a higher commission to EZRA LuxProperty S.R.L).
Deals are shown on the basis of the number of stars (low to high or high to low) that Providers provide to EZRA LuxProperty S.R.L. Depending on (local) regulations, the star classifications either are assigned by an (independent) third party (e.g. an (official) hotel rating organization), or are based on the opinion of the Providers themselves, regardless of objective criteria. Providers' star ratings displayed on the Platform are not determined by EZRA LuxProperty S.R.L. EZRA LuxProperty S.R.L doesn't impose formal obligations on star ratings nor reviews them. Overall, the star classification is a representation of how the Provider compares to the legal requirements (if applicable) or, if not regulated, the sector or (customary) industry standards in terms of price, facilities, and available services (these requirements and standards can vary between different countries and organizations). The quality ratings used for non-hotel Providers (e.g. bed & breakfast) may not correspond to the star classification system applicable to hotels. In case we receive info that a Provider may have a misleading star classification on our Platform, we'll verify this info with the Provider and ask they either adjust their star classification or to declare it accurate and not misleading.
In order to make it easier for customers to find the right match to their travel preferences, EZRA LuxProperty S.R.L. may assign a quality rating, which is determined by EZRA LuxProperty S.R.L., to certain accommodations. In order to determine the comparable set, the quality rating is based on many (400+) features that can be divided over 5 major categories: (i) facilities/amenities/services offered by the accommodation on EZRA LuxProperty S.R.L., (ii) property configuration such as unit size, number of rooms, and occupancy, (iii) number and quality of the photos uploaded by the accommodation, (iv) average guest review score as well as some subscores (e.g. cleanliness) because those are proven to be particularly helpful for customers in assessing the quality of certain accommodations, and (v) anonymized and aggregated historical booking data (e.g. to assess the star rating of booked accommodations). We use these multiple features to derive statistical patterns. Based on these inputs, a machine-learning-based analysis is conducted which results in a quality rating being automatically calculated and awarded to the accommodation.
Only customers who have stayed at the Accommodation will be invited by EZRA LuxProperty S.R.L. to comment on their stay at the relevant accommodations and to provide a score for certain aspects of their stay or may receive a rating request during their stay. The completed guest review (including submitted rating during your stay) may be (a) uploaded onto the relevant Provider's information page on our Platform for the sole purpose of informing (future) customers of your opinion of the service (level) and quality of the Provider, and (b) (wholly or partly) used and placed by EZRA LuxProperty S.R.L. at its sole discretion (e.g. for marketing, promotion, or improvement of our services) on our Platform or such social media platforms, newsletters, special promotions, apps, or other channels owned, hosted, used, or controlled by EZRA LuxProperty S.R.L. and our business partners. In order to offer and maintain recent (and therefore relevant) reviews, reviews can only be submitted within a limited period of time (3 months) after a stay. The default ranking of the reviews is by date of submission relative to a few additional criteria (such as language, reviews with comments), whereas a review of a customer who [always] submits comprehensive and detailed reviews (aka "Property Scout") may be ranked on top. You have the option to choose various forms of rankings and filters (e.g. by audience, date, language, score). EZRA LuxProperty S.R.L. does allow the Trip Provider to respond to a review. We reserve the right to adjust, refuse, or remove reviews at our sole discretion insofar as it violates our review policy. The guest review form should be regarded as a survey and does not include any (further commercial) offers, invitations, or incentives whatsoever. EZRA LuxProperty S.R.L. undertakes its best efforts to monitor and remove reviews that include obscenities, mentions of an individual’s name, or references to stolen goods.
EZRA LuxProperty S.R.L. will not accept reviews which include:
Subject to the limitations set out in these terms and conditions and to the extent
permitted by law, we will only be liable for direct damages actually suffered, paid, or
incurred by you due to an attributable shortcoming of our obligations in respect to our
services, up to an aggregate amount of the aggregate cost of your reservation as set
out in the Reservation confirmation email (whether for one event or series of connected
However and to the extent permitted by law, neither we nor any of our officers, directors, employees, representatives, subsidiaries, affiliated companies, distributors, affiliate (distribution) partners, licensees, agents, or others involved in creating, sponsoring, promoting, or otherwise making available the site and its contents will be liable for (i) any punitive, special, indirect, or consequential loss or damages, any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to goodwill or reputation, loss of claim, (ii) any inaccuracy relating to the (descriptive) information (including rates, availability, and ratings) of the Provider as made available on our Platform, (iii) the services rendered or the products offered by the Provider or other business partners, (iv) any (direct, indirect, consequential, or punitive) damages, losses, or costs suffered, incurred, or paid by you, pursuant to, arising out of or in connection with the use, inability to use, or delay of our Platform, or (v) any (personal) injury, death, property damage, or other (direct, indirect, special, consequential, or punitive) damages, losses, or costs suffered, incurred or paid by you, whether due to (legal) acts, errors, breaches, (gross) negligence, willful misconduct, omissions, non-performance, misrepresentations, tort or strict liability by or (wholly or partly) attributable to the Provider or any of our other business partners (including any of their employees, directors, officers, agents, representatives, subcontractors, or affiliated companies) whose products or service are (directly or indirectly) made available, offered, or promoted on or through the Platform, including any (partial) cancellation, overbooking, strike, force majeure, or any other event beyond our control.
EZRA LuxProperty S.R.L. is not responsible (and disclaims any liability) for the use, validity, quality, suitability, fitness, and due disclosure of the product and makes no representations, warranties, or conditions of any kind in this respect, whether implied, statutory or otherwise, including any implied warranties of merchantability, title, non-infringement, or fitness for a particular purpose. You acknowledge and agree that the relevant Provider is solely responsible and assumes all responsibility and liability in respect of the reservation(including any warranties and representations made by the Provider). EZRA LuxProperty S.R.L. is not a (re)seller of the products. Complaints or claims in respect of the products(including related to the offered (special/promotion) price, policy or specific requests made by Customers) are to be dealt with by the Provider. EZRA LuxProperty S.R.L. is not responsible for and disclaims any liability in respect of such complaints, claims, and (product) liabilities.
Whether or not the Provider has charged you for your Trip, or if we are facilitating the payment of the (product) price or fee, you agree and acknowledge that the Provider is at all times responsible for the collection, withholding, remittance, and payment of the applicable taxes due on the total amount of the (product) price or fee to the relevant tax authorities. EZRA LuxProperty S.R.L. is not liable or responsible for the remittance, collection, withholding, or payment of the relevant taxes due on the (product) price or fee to the relevant tax authorities. EZRA LuxProperty S.R.L. does not act as the merchant of record for any product or service made available on the Platform.
By uploading photos/images onto our system (for instance in addition to a review) you certify, warrant and agree that you own the copyright to the photos/images and that you agree that EZRA LuxProperty S.R.L. may use the uploaded photos/images on its (mobile) website and app, and in (online/offline) promotional materials and publications and as EZRA LuxProperty S.R.L. at its discretion sees fit. You are granting EZRA LuxProperty S.R.L. a non-exclusive, worldwide, irrevocable, unconditional, perpetual right and license to use, reproduce, display, have reproduced, distribute, sublicense, communicate and make available the photos/images as EZRA LuxProperty S.R.L. at its discretion sees fit. By uploading these photos/images the person uploading the picture(s) accepts full legal and moral responsibility of any and all legal claims that are made by any third parties (including, but not limited to, property owners) due to EZRA LuxProperty S.R.L. publishing and using these photos/images. EZRA LuxProperty S.R.L. does not own or endorse the photos/images that are uploaded. The truthfulness, validity and right to use of all photos/images is assumed by the person who uploaded the photo, and is not the responsibility of EZRA LuxProperty S.R.L.EZRA LuxProperty S.R.L. disclaims all responsibility and liability for the pictures posted. The person who uploaded the photo warrants that the photos/images shall not contain any viruses, Trojan horses or infected files and shall not contain any pornographic, illegal, obscene, insulting, objectionable or inappropriate material and does not infringe any third party (intellectual property right, copyright or privacy) rights. Any photo/image that does not meet the aforesaid criteria will not be posted and/or can be removed/deleted by EZRA LuxProperty S.R.L. at any time and without prior notice
Unless stated otherwise, the software required for our services or available at or used
by our Platform and the intellectual property rights (including the copyrights) of the
contents and information of and material on our Platform are owned by EZRA
LuxProperty S.R.L., its providers.
EZRA LuxProperty S.R.L. exclusively retains ownership of all rights, title and interest in and to (all intellectual property rights of) (the look and feel (including infrastructure) of) the Platform on which the service is made available (including the guest reviews and translated content) and you are not entitled to copy, scrape, (hyper-/deep)link to, publish, promote, market, integrate, utilize, combine or otherwise use the content (including any translations thereof and the guest reviews) or our brand without our express written permission. To the extent that you would (wholly or partly) use or combine our (translated) content (including guest reviews) or would otherwise own any intellectual property rights in the Platform or any (translated) content or guest reviews, you hereby assign, transfer and set over all such intellectual property rights to EZRA LuxProperty S.R.L.. Any unlawful use or any of the aforementioned actions or behaviour will constitute a material infringement of our intellectual property rights (including copyright and database right).
These terms and conditions and the provision of our services shall be governed by and
construed in accordance with romanian law. Notwithstanding the foregoing choice of
law, a natural person using any of our services for a purpose which can be regarded as
being outside their trade or profession (hereafter also referred to as "consumer") can
rely on the mandatory provisions of the law of the country where they have their habitual
residence (i.e. provisions that, in accordance with the choice-of-law rules of the said
country, must apply regardless of this choice-of-law clause; hereafter: "Mandatory
Provisions"). Any dispute arising out of these general terms and conditions and our
services shall exclusively be submitted to the competent courts in constanta, romania.
Notwithstanding the foregoing jurisdiction clause, a consumer may also bring
proceedings in respect of enforcement of relevant applicable Mandatory Provisions in
the courts of the country in which they are domiciled, and proceedings against a
consumer may be brought only in the courts of the country in which they are domiciled.
For consumers (in the European Economic Area): We advise you to first notify us of any
complaints by contacting our Customer Service. If this does not resolve your complaint,
you can upload your complaint via the European Commission's ODR platform.
This platform for online dispute resolution can be found here: http://ec.europa.eu/odr. The original UK English version of these Terms and Conditions may have been translated into other languages. The translated version is a courtesy and office translation only and you cannot derive any rights from the translated version. In the event of a dispute about the contents or interpretation of these terms and conditions or inconsistency or discrepancy between the UK English version and any other language version of these terms and conditions, the UK English language version to the extent permitted by law shall apply, prevail and be conclusive. The UK English version is available on our Platform (by selecting "English (UK)" language) or shall be sent to you upon your written request.
If any provision of these terms and conditions is or becomes invalid, unenforceable or non-binding, you shall remain bound by all other provisions hereof. In such event, such invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and you will at least agree to accept a similar effect as the invalid, unenforceable or non-binding provision, given the contents and purpose of these terms and conditions.