How Do We Work
EZRA LuxProperty S.R.L provides an online booking service through which—among
others—accommodation providers, such as hoteliers and other providers (“Provider”),
can offer their products and booking services, and which users of the Platform can use
to make reservations.
When you make a booking via the Platform, you are committed in a direct contractual
relationship to the Provider with whom you made the reservation, unless specifically
stated otherwise. EZRA LuxProperty S.R.L communicates your booking details to the
relevant Provider(s) and sends you a confirmation email in the name and on behalf of
the Provider, unless specifically stated otherwise.
Our booking service is free for you.
EZRA LuxProperty S.R.L may make certain payment methods available on the Platform
for the (pre-/down-)payment of the reservation amount by guests, pursuant to which (as
available) bank transfer, credit card payments, or other forms of online payments can be
made and processed for and on behalf of the Provider. EZRA LuxProperty S.R.L may
allow a third-party payment processor to operate through the Platform for the purposes
of enabling this facilitated payment. This facilitation of payments by EZRA LuxProperty
S.R.L to the Provider does not prejudice the legal relationship between the Provider and
the guest in any way.
The Providers
The Providers authorized to offer their booking products or services and whose deals
are displayed on the Platform are in a contractual relationship with EZRA LuxProperty
S.R.L. EZRA LuxProperty S.R.L doesn't have a capitalistic link with the Providers.
As part of this contractual relationship, Providers pay a commission (being a
percentage of the product price (e.g. room price)) to EZRA LuxProperty S.R.L after the
end-user has consumed the service or product of the Provider (e.g. after the guest has
stayed at (and paid) the Provider).
A breach of the Provider's obligations to EZRA LuxProperty S.R.L can lead to its
delisting.
Exhaustiveness
The bookable products and services available on the Platform may not be exhaustive.
The listed Providers don't necessarily offer all their booking products or services on the
Platform.
EZRA LuxProperty S.R.L doesn't list similar products and services offered by
professionals or non-professionals who don't have a contractual relationship with EZRA
LuxProperty S.R.L .
On the Platform, you will find the number of worldwide available booking products or
services that are bookable on the Platform.
On the search results page, you'll find the number of Providers in the country, region, or
city where the service and/or the product is sought.
Updates
All Provider info displayed on the Platform is based on info given by Providers who
update prices, availability, and options at their sole discretion and at their own pace
through the Admin site to which they have access.
EZRA LuxProperty S.R.L endeavors to update the Platform in real-time. However,
content updates (e.g. text descriptions, the list of facilities of the Provider) might take a
few hours
Provider rankings (accommodation)
Our top picks (default ranking)
EZRA LuxProperty S.R.L aims to display search results that are relevant for each
specific guest, by providing a personalized default ranking of Providers on our
Platform. Guests 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. EZRA
LuxProperty S.R.L uses multiple algorithms to produce default ranking results,
which is a constantly evolving process.
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).
Show homes first
Providers with a property that is qualified by EZRA LuxProperty S.R.L as a high
rated property are displayed first.
Price (lowest first)
Providers will be displayed from lower to higher prices.
Review score and price
Providers will be displayed from the best value for money to the lowest with a
view to review score and price.
Stars and other quality ratings
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.
Star rating and price
Providers will be displayed from the best value for money to the lowest with a
view of star ratings (including other quality ratings) and price.
Top reviewed
Providers who received the best scores from guests will be displayed first (from
high to low).
Distance from city center:
Providers closest to the city center will be displayed first (from the closest to the
farthest).
Rate components and potential additional fees
The rates displayed on the Platform are set and communicated by the Providers. However, EZRA LuxProperty S.R.L may give a credit/benefit to guests at its own cost. The rates are displayed for the various options or combinations of options offered by the Provider. An option, unless stated otherwise, is a combination of check-in date, check-out date, room type, occupancy, meal-plan (if any), and cancellation policy. In some specific cases, a few more aspects may define an option. The price displayed on the Platform includes all mandatory/unavoidable charges and fees to the extent such charges and fees are known to us and reasonably calculable. The potential taxes and additional fees may vary according to the country, the Provider, the selected room type, and the number of guests. The Platform displays the equipment and facilities offered by the Provider (to the extent communicated by the Provider to EZRA LuxProperty S.R.L). To view them, click the Provider name to open the deal breakdown. Additional fees may apply for some services or equipment, such as breakfast, cleaning services, or internet.
Overbooking
All reservations with instant confirmation on EZRA LuxProperty S.R.L are confirmed
directly to the Provider according to their availability registered online. EZRA
LuxProperty S.R.L provides guidelines and supports accommodation providers in order
to quickly resolve overbookings. Accommodation providers are required to honor all
reservations made on the website and are solely responsible for the management of
overbookings. If an accommodation provider overbooks and can't offer a suitable
alternative accommodation, the guest has the option to cancel their booking at no cost
(with a full refund of any prepayment), or choose a similar accommodation with the
same price, if available.
Refund times depend on the type of payment. We refund the guest. In 90% of cases, the
refund is processed within 5 business days after:
● a) the cancellation of the reservation due to confirmed overbooking
Complaint management
We have multiple channels available for you to submit a query or complaint to our
Customer Service team. Our Help Center page has our most frequently asked questions
and support info to help manage your booking. There you can also get in touch with
Customer Service and be routed to our fastest available channels: Live chat, social
media channels, messaging, email, or telephone. Alternatively, you can send our
Customer Service team a message directly via the reservation page or mobile app. All
complaints are registered and will be worked on based on the request's priority and
urgency. Generally.
In case of discrepancies in the accommodation's description, we'll verify the alleged
discrepancies, ask our partner to modify the info displayed on the platform if necessary,
and—if the issue is repeated and not actioned—we reserve the right to suspend the
accommodation provider from our platform. In case of incorrectly loaded rates, the
provider must contact the guest within a reasonable time before the booked dates. We'll
do our best to intervene and negotiate between providers and customers to reach a
favorable agreement.
