Tourism Charter of Padua and it`s Province.

TOURISM
CHARTER
of Padua and its Province
www.veneto.to
PROVINCIA DI PADOVA
Welcome to Padua
and thanks for choosing our province as your ideal holiday
Presentation
destination. This guide provides you with all the information
you need about art, wellbeing, local traditions, a beautiful
environment and many other unexpected wonders.
A holiday is reaching longed for destinations and enjoying a
relaxing period away-nothing should spoil our expectations.
Similarly, whether we travel on business, for leisure or study, our
accommodation should meet high quality standards.
Dedicated to tourists visiting and staying in the province of
“Life is
but a
journey,
to travel
is to
live twice.”
(Omar Khayyam)
Padua, this guide contains information about local attractions
and the laws protecting tourists.
The guide is produced with the collaboration of the Province of
Padua, the corporation Turismo Padova Terme Euganee, trade
associations and consortiums of tourism promotion, and aims
at providing clear responses to the information requirements of
all guests.
Barbara Degani
Flavio Manzolini
President of the
Province of Padua
President of
Turismo Padova Terme Euganee
4
Traditional accommodation Hotels General information Prices
Booking
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5
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6
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ALTERNATIVE ACCOMMODATION Types of accommodation Room rentals Farmhouses
Inns Bed & Breakfasts
Caravan parks and campsites Holiday homes Religious holiday homes Country homes Guest rooms Self-catering accommodation Hostels Self-catering/serviced homes and apartments Further information 8
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10
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12
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14
15
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16
17
18
COMPLAINTS POLICY 19
RESTAURANTS AND BARS 20
TOURISM FOR PEOPLE WITH DISABILITIES AND SPECIAL NEEDS 21
LEGAL PROTECTION - The rights and duties of parties 22
Hotel Liability 22
Guests 24
TOURISM IN PADUA AND ITS PROVINCE IAT offices Consortiums of tourism promotion Hotel and non-hotel accommodation facilities Boat cruises City Sightseeing Bus
Restaurants and bars Tourism Services 26
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28
30
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31
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OTHER SERVICES Consumers’ associations Law enforcement agencies Healthcare Roads and transport 32
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35
Public utility services 36
Legislation
37
3
INDEX
Ethics guide to accommodation in Italy
Ethics guide to accommodation in Italy
1 Customers are the main asset to hotels and restaurants
ETHICS GUIDE
Although inspired by mutual convenience, customers deserve attention based on the mutual respect of human values.
2 Appropriate service for polite customers
Good service is rightly expected and delivered to polite customers.
3 Hotels and restaurants are temporary homes
Friendly reception, good cuisine and a welcoming attitude are
essential: true professional service combines modern techniques
and ancient hospitality traditions.
4 Trust and politeness are fundamental virtues
“Travel does
not merely
broaden the
mind, it makes
the mind”
(Bruce Chatwin)
The relationship between operators and consumers is based on mutual
respect.
5 Eliminate
chance events and solve unexpected
occurrences
Enhancing the talent of collaborators produces specialisation in
services and creates a relaxed working environment where chance
events are avoided and unexpected occurrences are readily solved.
6 The quality-price ratio is crucial for success
Customers cannot tolerate abuse and must be convinced their
money is well spent.
7 Freedom of choice
Restaurant customers and hotel guests must be free to choose
without being subjected to pressure and discrimination.
8 Clear service pricing
Civil, conscientious customers enquire about service prices and
have the right to decide whether to purchase or not.
9 True
professional
skills,
not
unearned
privileges
deriving from position.
We can win over international competition by focusing on the
professional skills of our operators, not on the privileges deriving
from their positions.
4
Traditional accommodation
General information
In addition to accommodation, hotels may have a restaurant, a
bar, and other facilities.
Star-rating
In the area of Padua, in compliance with the Regional Law of the
Veneto no. 33 of 4 November 2002 ‘Consolidation Act of Tourism
Laws’, hotel stars are conferred by the Province of Padua
according to the facilities provided .
Hotels must have at least 7 rooms. The higher the qualitative and
quantitative standards of the hotel, the greater the number of
stars (from 5-star luxury to 1 star).
Rooms
‘One never goes so
far as when one
doesn’t know
where one is going’
(Wolfgang Goethe)
Hotel rooms may be:
single, with or without ensuite facilities
double, with or without ensuite facilities
multi-bed, with or without ensuite facilities
suites (with at least 2 separate rooms, 1 bedroom and 1 lounge and
at least 1 ensuite facility)
junior suites (a single room with lounge area and 1 ensuite
facility)
serviced apartments (with 1 or more bedrooms, 1 lounge,
kitchen and 1 ensuite facility)
Types of accommodation
overnight lodging only
Bed and breakfasts
full board: accommodation and all meals
half board: accommodation, breakfast and 1 meal.
Full and half board rates may only be applied for stays longer than
3 days.
5
TRADITIONAL
ACCOMMODATION
HOTELS
HOTEL RATES
TRADITIONAL
ACCOMMODATION
Prices
In compliance with the Law no. 284 of 25 August 1991 “Liberalisation
of rates in the tourism sector and support interventions for the
tourism industry”, hotel rates have been liberalised and operators
are free to charge their quotes.
Rate validity
The Regional law no. 33/2002 provides that by 1 October hotels
must notify the Province of the equipment at their disposal and
the minimum and maximum hotel rates they intend to quote
starting from 1 January of the following year. Within 1 March of the
following year, they may communicate any rate and service variations
they intend to apply from 1 June of the same year. In the event
hotels fail to communicate or provide incomplete communication
of rates to the Province in due time, the rates applied shall be those
of the latest regular communication. Room rates cannot be higher
than the maximum rate notified to the Province and must, in
compliance with the Regional law, include heating, air-conditioning
and VAT. Room rates apply for periods even shorter than 24 hours.
Rates lower than reported
Hotels may apply rates lower than those notified only in the following
cases:
for groups of minimum 10 people;
patrons completing 15 days of consecutive occupancy;
children under 12;
guides, couriers and interpreters with organised groups;
conventions with public subjects, companies, institutions and
associations.
6
HOTEL RESERVATIONS
A confirmed hotel reservation
Reservations without advance deposit
The hotel is obliged to reserve a room for the guest until 6.00 pm
of the guest’s supposed arrival date.
Reservations with advance deposit
Deposits are evidence of the agreement between hotels and guests.
There are advance deposits and liquidated damages compensations.
Advance deposits (art. 1385 of the Italian Civil Code)
For accommodated patrons, advance deposits are paid to
guarantee reservations.
In case of breach of reservation contract, the injured party may:
1. require enforcement of contract:
2. withhold the deposit (if the patron is in breach of contract, the hotel
may withhold the tendered deposit; if the hotel breaches the contract,
the patron may require the hotel to pay double the amount of the
deposit);
3. require to terminate the contract and seek compensation for the
damages sustained.
Liquidated damages compensation
(art. 1386 of the Italian Civil Code)
Liquidated damages compensation provides that both parties
may terminate the contract. If guests terminate the contract,
their advance deposit shall not be refunded; if the hotel terminates
the contract, guests shall be refunded double the deposit amount.
The right of withdrawal cannot be exercised if the parties
have performed some of their respective parts of the contract.
Provisional reservations. Telephone reservations without
written evidence and without advance deposit Cancellations
should be communicated. As regards cancellations and
compensations: the same as stated above.
Credit card reservations
Many hotels require credit card details upon booking. In this case,
the booking is binding, and the hotel may charge the guests’ credit
card if they fail to honour their reservations. It is up to the guests
to prove they never made any reservation. In this case, the credit
card company shall refund all charges.
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TRADITIONAL
ACCOMMODATION
A confirmed hotel reservation is a binding agreement between the hotel and prospective guest obliging the hotel to
accommodate the guest.
Alternative accommodation
Types of accommodation
TRADITIONAL
ACCOMMODATION
ROOM RENTALS
Rental facilities have up to six rooms, each with separate access, in
up to two furnished apartments in the same building. They provide
accommodation and may be serviced.
Mandatory minimum requirements
daily cleaning of rooms and private facilities;
bed linen and towels provided to each new patron and changed at
least twice a week;
the facilities must have electricity supply, hot and cold water and
heating if necessary;
each room must be equipped with a wash basin with hot and cold
water if there is no ensuite facility;
“I believe human
life is a marvellous
adventure. Despite
the burden of
sufferings and
disappointments, it
offers us means to
grow in humanity,
freedom, and
interior peace”
one fully furnished bathroom per apartment if ensuite facilities are
not available.
Additional services
Meals and drinks.
(Jacques Philippe)
8
Farmhouse facilities (agritourism facilities in Italian) in Italy are
intended as farm stays. Although the main activities of these
farmhouses are farming, silviculture and animal rearing, they also
provide accommodation and meals to paying guests.
Among the services provided to guests:
rooms or apartments accommodating up to 30 guests;
open spaces with facilities for caravans holding up to 30 guests
at the same time;
meals and drinks obtained from the farm produce, including
local spirits. Meals must be Veneto country specialities and 60%
of the raw materials must be produced on the farm;
snacks and drinks obtained from the farm produce;
recreational and cultural activities.
The farmhouses also sell their produce and other items obtained
with their farm-grown produce.
Mandatory minimum requirements
comply with the health and safety housing standards their rural
characteristics notwithstanding;
have at least one fully-furnished bathroom for every 6
occupants and decently furnished rooms;
the current guidelines regarding architectural barriers and
accessibility are applied if the number of rooms exceeds six.
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TRADITIONAL
ACCOMMODATION
FARMHOUSES
INNS
TRADITIONAL
ACCOMMODATION
Inns have fewer than six rooms - all in the same building and each with
its independent entrance - and are operated as a secondary source of
income by the owners. Due to the fact they serve food, inns may also
be called taverns (It. locande)
Mandatory minimum requirements
daily cleaning of the rooms;
bed linen and towels provided to each new patron and changed at
least twice a week;
the facilities must have electricity supply, hot and cold water and
heating if necessary;
each room must be equipped with a wash basin with hot and cold
water if there is no ensuite facility;
one fully furnished bathroom per apartment if ensuite facilities are
not available.
Bed & Breakfasts
They are usually located in private homes and provide up to 3 bedrooms
with ensuite facilities or one bathroom shared with other guests and/or
the owners themselves. Rates include breakfast, which is made without
handling/cooking food.
Mandatory minimum requirements
at least one bathroom, perhaps shared with other guests and/or the
owners;
daily cleaning of the rooms and private facilities;
bed linen and towels provided to each new patron and changed at
least twice a week;
the facilities must have electricity supply, hot and cold water and heating;
owners must provide breakfast without handling/cooking food (the
preparation, handling, serving and supply of food and drinks for
sale is prohibited within residential premises)
10
Caravan parks and campsites are unitary-managed, equipped
grounds in enclosed areas where tourists with caravans and
recreational vehicles may stay overnight. Campsites may rent mobile
accommodation facilities like tents, caravans and motorhomes, as
well as permanent accommodation structures for tourists who do
not have their own.
Mandatory minimum requirements
Maximum density of caravans on the park;
caretaker on duty at least 8 hours a day for reception, concierge
and information services;
adequate number of patrolling night wardens;
identification badges for all staff;
safekeeping service;
first-aid kit or medical emergency room for caravan parks holding
more than 1500 people;
adequate health and hygiene facilities;
laundry services;
camper service;
market and bar.
Additional services
24-hour surveillance during opening hours;
resident manager;
third party liability insurance for guests.
11
TRADITIONAL
ACCOMMODATION
CARAVAN PARKS AND CAMPSITES
TRADITIONAL
ACCOMMODATION
HOLIDAY HOMES
Holiday homes offer accommodation to individuals and groups,
and are a niche in the real estate market. Tourists rent the houses
directly from the owners, who may be associations, religious
institutions and membership corporations that accommodate
guests for social, cultural, welfare, religious and sporting
purposes. They may also be associations and corporations offering
accommodation to their own or to other corporation employees
and relatives, or to any other members of affiliated associations.
Mandatory minimum requirements
daily cleaning of rooms;
bed linen and towels provided to each new patron and changed at
least once a week;
the facilities must have electricity supply, hot and cold water and
heating if necessary;
the homes should have separate access, a kitchen area and a dining area;
the lounge area should be of adequate size for the number of guests
(0.5m² per occupant);
bathrooms in good working condition and never fewer than two WCs
in common areas;
one WC for every 8 guests, and at least one WC on each floor;
one wash basin for every 6 occupants and a minimum of 2 wash
basins on each floor;
one shower for every 12 occupants and at least one shower on each
floor;
each bedroom should be furnished and include: a bed, a bedside chair,
units comprising one wardrobe per person, a table and a wastepaper
basket;
telephone access for the patrons;
first aid kit as provided for by the healthcare authority.
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RELIGIOUS HOLIDAY HOMES
These facilities provide accommodation upon payment to visitors
who are requested to respect the religious nature of the hospitality
and accept its rules and service restrictions.
daily cleaning of rooms;
bed linen and towels provided to each new guest and changed
at least once a week;
the facilities must have electricity supply, hot and cold water and heating
if necessary;
the rooms should have separate access, a kitchen area and a
dining area;
the lounge area should be of adequate size for the number of
guests (0.5 m² per occupant);
bathrooms in good working condition and never fewer than two
WCs in common areas;
one WC for every 8 guests and at least one WC on each floor;
one wash basin for every 6 occupants and a minimum of 2 wash
basins on each floor;
one shower for every 12 occupants and at least one shower on
each floor;
each bedroom should be furnished and include: a bed, a bedside
chair, units comprising one wardrobe per person, a table and a
wastepaper basket;
telephone access for the guests;
first aid kit as provided for by the healthcare authority.
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TRADITIONAL
ACCOMMODATION
Mandatory minimum requirements
COUNTRY HOMES
TRADITIONAL
ACCOMMODATION
ACCOMMODATION IN RURAL RESIDENCES
They provide accommodation in rural areas and may be defined
Country Homes if they are located in mansions or rural estates set on
at least 5,000 m² of grounds to be used for sporting and recreational
activities. They provide accommodation with/without kitchen area,
restaurant for maximum 30 diners and, occasionally, sporting and
recreational equipment.
Mandatory minimum requirements
fewer than 6 bedrooms;
breakfast;
bed linen and towels provided to each new guest and changed
twice a week;
daily cleaning of rooms;
the facilities must have electricity supply, hot and cold water and
heating if necessary;
a wash basin with hot and cold water in each bedroom, if ensuite
facilities are not available;
at least one fully-furnished bathroom for the entire building if
ensuite facilities are not available;
restaurant facilities also for non-residents seating maximum 30
diners.
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GUEST ROOMS
Mandatory minimum requirements
daily cleaning of rooms and private facilities;
bed linen and towels provided to each new guest and changed
twice a week;
the facilities must have electricity supply, hot and cold water
and heating if necessary;
a wash basin with hot and cold water in each bedroom, if ensuite
facilities are not available;
at least one fully-furnished bathroom for the entire building if
ensuite facilities are not available.
SELF-CATERING ACCOMMODATION
They are group schemes of purpose-designed units with
independent self-catering facilities rented to tourists for periods
between 3 days and 6 months.
Mandatory minimum requirements
the facilities must have electricity supply, hot and cold water and
heating if necessary;
reception services;
assistance and maintenance of housing units, fixing and
replacement of deteriorated furniture and accessories;
cleaning of facility for each new resident.
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TRADITIONAL
ACCOMMODATION
Guest rooms are usually located in colleges, boarding houses,
religious institutions, hotels, and all public or private buildings
offering accommodation - for fewer than 60 days a year - to
individuals or groups operating in social and youth tourism.
HOSTELS
Youth hostels are directly or indirectly managed by certified institutions
and associations, and accommodate youngsters and their guides.
Mandatory minimum requirements
TRADITIONAL
ACCOMMODATION
daily cleaning of rooms;
bed linen and towels provided to each new resident and changed
once a week;
the facilities must have electricity supply, hot and cold water and heating
if necessary;
the rooms should have separate access, a kitchen area and a dining area;
the lounge area should be of adequate size for the number of guests
(0.5 m² per occupant);
bathrooms in good working condition and never fewer than two WCs
in common areas;
one WC for every 8 occupants and at least one WC on each floor;
“The world
is a book
and those
who do not
travel
read only
a page.”
(St Augustine)
one wash basin for every 6 occupants and a minimum of 2 wash
basins on each floor;
one shower for every 12 occupants and at least one shower on each
floor;
each bedroom should be furnished and include: a bed, a bedside chair,
units comprising one wardrobe per person, a table and a wastepaper
basket;
telephone access for the occupants;
first aid kit as provided for by the healthcare authority.
16
These furnished apartments and homes with separate bathroom
and self-catering kitchen facilities are rented to tourists for seasonal
periods through tenancy agreements lasting between 7 days and 6
consecutive months. They may be company- or family-owned (1-4
family members). The facilities may be cleaned for each new tenant
and during their stay. Bed linen and towels are supplied for each
new tenant and upon request. In the latter case, the cost of these
services must be included in the rental costs.
Heating and air-conditioning costs may be detracted from the rent
if residents can check their own consumption on the service panel.
Mandatory minimum requirements
electricity and gas supply, hot and cold water and heating if
necessary;
guest reception;
assistance and maintenance of housing units, fixing and
replacement of deteriorated furniture and accessories;
17
TRADITIONAL
ACCOMMODATION
RATED AND NON-RATED SELF - CATERING/SERVICED
HOMES AND APARTMENTS
FURTHER INFORMATION
Rates are valid for one calendar year, from 1 January to 31 December.
Rates of non - hotel accommodation - rooms, pitches, apartments
and homes must be clearly displayed;
TRADITIONAL
ACCOMMODATION
In star-rated facilities, additional charges applied for providing room
service and an additional bed upon request must be included in the
price lists displayed in rooms, suites and junior suites and
communicated to the Province;
Payment is usually made in cash in the local currency;
Facility managers must comply with the price lists provided to the
Province or to Turismo Padova Terme Euganee (for non-rated B&Bs
and furnished holiday homes and apartments), and may not apply
lower or higher rates than those displayed;
B&Bs rates are per room and include breakfast and any
other service offered by the owners to their guests;
At the end of a stay, B&Bs and non-rated furnished holiday homes
and apartments issue non-fiscal receipts, in compliance with the
Regional Law of the Veneto no. 33 of 2002;
“The only
fair price
is the one
customers
are willing to
pay.”
(Anonymous)
For room rentals, rates are per room and must specify the additional
charges for breakfast and meals, if provided;
Rates of rated and non-rated furnished holiday homes and
apartments are intended per apartment, per category of housing
facility and per number assigned to the housing facility. Fees are
normally per week, fortnight and month. If the facility is provided
with independent heating and air-conditioning systems, these costs
may be detracted.
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Complaints regarding service or structure deficiencies must be
documented and submitted to the Office of the President of the
Padua Province (Piazza Antenore 3 - 35121, Padua) within 30 days
of the reported event. The Province shall notify the facility managers
to review the complaint, and invite them to submit their response.
If complaints are proven to be legitimate, appropriate action will be
taken and the managers will be charged a penalty fee.
If complaints regard rates applied, facility managers must
refund customers of the excess amount charged.
If complaints regard management and structural deficiencies, the Province shall refer the matter to the
authorities in charge for appropriate action.
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COMPLAINTS
POLICY
Complaints policy
Restaurants and Bars
Basic information:
RESTAURANTS
menus showing the prices of each item must be affixed outside the
premises or presented in paper form to customers;
menus must specify if the food served is fresh or frozen;
canned and bottled beverages must be opened before customers;
cover may include additional charges to food and drink;
restaurant managers must issue clear and detailed fiscal receipts
upon bill settlement. Receipts must be kept and exhibited in case of
police checks outside the premises.
Filing complaints against a restaurant. According to the complaint,
customers may address their complaints to different authorities:
if customers are unjustifiably charged more than the price
displayed on the menu, complaints should be addressed to the
municipal police;
If prices are not displayed, complaints should be
addressed to the Comando of the Vigili or Carabinieri.
If customers notice health violations and feel sick after eating,
especially if several other customers had the same symptoms,
complaints should be addressed to the prevention department of
national healthcare or to the NAS (Food Standards Agency).
Further information:
At IAT offices you may find:
updated lists of restaurants, trattorie, farmhouses and other
types of restaurant facilities;
The Padua Outstanding Quality brochure listing all the guaranteed
typical products of Padua and its territory, and a list of the Traditional
Restaurants that have joined in an enogastronomical project
supported by the Padua Chamber of Commerce and Padova da
Gustare;
The map Where to Eat on Sundays.
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Tourism for people with disabilities and special needs
Travelling options and solutions constantly evolve, and people with
disabilities and special needs may find accommodation in many
specially-equipped structures. When booking, they should check
facility accessibility with the reception and management explaining
their requirements.
Facilities are accessible to people with disabilities if:
wheelchairs may be used comfortably on the premises;
parking areas are flat, without gravel, steps and abrupt level
changes;
the main entrance is accessible without steps and the door is
wider than 80 cm;
the hall is accessible without steps and has doors wider than 80
cm, and lifts provide easy access for wheelchair users;
“Our strength
grows out
of our
weaknesses.”
(Ralph Waldo Emerson)
bathrooms are barrier-free, provide enough space for wheelchair
manoeuvre, have doors wider than 80 cm, a wheelchair-accessible
WC, low-profile shower trays and grab rails;
lifts have doors wider than 80 cm, deeper than 130 cm and
without steps;
bedrooms are barrier-free, with doors wider than 80 cm, interior
space for wheelchair manoeuvre and easy access to the bed from
the wheelchair. Bathroom facilities must be easily accessed.
If these facilities are advertised but are not actually available,
customers are required to document the situation with photographs
and to report it to a IAT office.
Further information:
Further information is provided by the INAIL disability infoline at
800.810.810 (with TDD for the deaf)
www.superabile.it dell’INAIL (email: [email protected])
official listings of Alternative Accommodation in Padua are
available at IAT offices (disabled facilities are marked with the
ISA - International Symbol of Access).
21
PEOPLE WITH
DISABILITIES
Basic information:
Legal protection: the rights and duties of parties
HOTEL LIABILITY
Legal protection
(art. 1783/1786 of the Italian Civil Code)
Hotel deposit provisions apply to all accommodation facilities.
Agreements and declarations restricting or disclaiming the hotel
liability are null and void (art. 1785-quater of the Italian Civil Code).
The liability of hotels shall be unlimited:
The liability of hotels shall be unlimited if:
guests have deposited property for safe custody with them;
they refuse to receive the deposit of property that they are bound
to accept. Hotels must accept securities, money and valuable items
except ones that are dangerous, excessively valuable or cumbersome
with regard to the hotel size and standards;
damage to, destruction or loss of property taken into custody are
caused by the hoteliers, members of their family or staff.
If customers cannot prove liability on the part of the hotel,
compensation may amount to one hundred times the daily room rate.
The liability of hotels is limited:
The liability of hotels is limited-up to one hundred times the daily room
rate, including boarding, if so agreed upon (Italian Supreme Court
ruling no. 247/91) - if damage, destruction or loss have been caused
to property left by guests at the hotel, but not taken into the hotel’s
custody. Examples are:
items in the hotel during the guest’s stay;
items taken into custody by the hotelier outside the hotel (e.g., cars);
items taken into custody by hotels at a reasonable time prior to and
successive to the guest’s stay (e.g., deposited luggage).
22
Hotels are not liable, but must provide evidence thereof in the
following situations:
damage, destruction, loss or theft were caused by the guests
themselves or by a person visiting them;
damage, destruction, loss or theft of property are due to force
majeure or to a reason inherent in the nature of the property;
if the guest does not inform the hotel of the damage, destruction,
loss or theft without undue delay;
if damage, destruction, loss or theft occur to vehicles and live
animals (left near the hotel but not with the staff).
Damage, destruction, loss and theft must be promptly reported
in writing to the hotel management and to the authorities in
charge.
“Loss means
losing what
was. We want
to change
but we don’t
want to lose.
Without time
for loss you
don’t have time
for soul.”
(James Hillman)
23
Legal protection
Non-liability of hotels:
GUEST LIABILITY
Obligations
Legal protection
Bill settlement
Guests shall be responsible for settling their accounts in the country’s
currency in cash, guaranteed cheques, traveller’s cheques or credit cards
accepted by the facility and generally clearly displayed on the entrance
door. Upon arrival, if the customer accepts accommodation and facility
characteristics that differ from those offered at the time of booking, all
prior agreements shall be considered null and void.
Identification
In compliance with the current legislation, all guests must provide the
hotel with valid photo identification or shall be refused accommodation
(art. 109 Italian Public Safety Regulations and modifications by art. 8,
section 1 of Law no. 135 of 29 March 2002 “Reform of Tourism National
Law”). The hotel must also provide each guest with a registration form
to be filled in and signed.
Rights
Hotel guests have many tools to protect themselves from violations on
the part of service suppliers. According to the type of violation, they
may report to different authorities.
Advertised room rates not being honoured and inadequate management
the Province of Padua - Transport and Tourism Department.
Hotel guests who have been charged higher room rates than those in
the hotel price list should submit their documented complaints within
30 days of the event. Within the following 30 days, the Province shall
notify the hotel, which may reply to the complaint. If the complaint is
proven to be legitimate, the Province shall fine the hotel for misconduct
and require them to pay back the guest with the difference between
the rate charged and the actual rate. This is not compensation for
damages sustained (for which the institution is not in charge). If
a similar complaint is submitted regarding non-compliance of the
management or structure, the Province shall notify the authorities in
charge (e.g., Municipality, the local healthcare office, Food Standards
Agency, Inland Revenue).
Administrative violations are to be reported to the Administrative
Department of the Municipal Police or to the Inland Revenue.
Violations such as failure to issue receipts, violations of trade laws and
charging of prices different from the ones displayed should be reported to
the Administrative Department of the Police of the municipality where the
violation occurred, or to the Inland Revenue. For a faster response, notify a
municipal policeman.
24
Controversies between companies and consumers are to be
reported to the Chamber of Commerce - Market Protection Office- or
to a Justice of the Peace. Alternatively, the litigants may seek more
amicable and inexpensive solutions from the Chamber of Commerce,
which shall appoint a professional to solve the dispute. Conciliation
is voluntary and occurs only if both parties accept it. To access this
service, litigants must fill in a form at the Chamber of Commerce
office or download it from their website (see Useful Addresses). In
case of small claims amounting to less than ¤ 1,033.00, and at a
minimal cost for those slightly exceeding this figure, Justices of the
Peace may arrange for a hearing to settle the dispute extra-judicially
(art. 322 of the Italian Civil Procedure Code).
Help is also provided by the Consumers’ Associations.
They are credited with raising the awareness of consumers
about their rights and the measures to adopt to protect
themselves. There are many of these associations in the
Paduan area (see List of Useful Addresses), and consumers
may seek their advice and help to sort out trade regulations.
25
Legal protection
Violations regarding health, hygiene and food are to be reported to
the Healthcare Service.
Tourism in Padua and its province
PROVINCE OF PADUA - Transport and Tourism Department IAT OFFICES
(administrative documents, accommodation facility lists, jobs in
tourism, travel agencies)
Piazza Virgilio Bardella, 1/2 - 35131 Padova
Tel. +39 049 8201382/8201570
Fax +39 049 8201574
[email protected]
www.provincia.padova.it
AZIENDA TURISMO PADOVA TERME EUGANEE
Riviera dei Mugnai, 8 - 35137 Padova
Tel. +39 049 8767911 - Fax +39 049 650794
[email protected]
[email protected]
www.turismopadova.it - www.padovacard.it
IAT - TOURIST OFFICES
Padua
IAT Railway station
Piazzale Stazione
Tel. +39 049 8752077 - Fax +39 049 8755008
[email protected]
IAT Pedrocchi
Galleria Cappellato Pedrocchi
Tel. +39 049 8767927 - Fax +39 049 8363316
[email protected]
IAT Piazza del Santo (Open April-October)
Piazza del Santo
Tel/Fax +39 049 8753087
[email protected]
THERMAL TOWNS
IAT Abano Terme
Via Pietro d’Abano, 18 - 35031 Abano Terme
Tel. +39 049 8669055 - Fax +39 049 8669053
[email protected]
IAT Montegrotto Terme
Viale Stazione, 60 - 35036 Montegrotto Terme
Tel. +39 049 8928311 - Fax +39 049 795276
[email protected]
26
AFFILIATED OFFICES
IAT Bacino Turistico della Saccisica - Piove di Sacco
Piazza Matteotti, 4 - 35028 Piove di Sacco
Tel/Fax+39 049 9709331
[email protected]
[email protected]
IAT Battaglia Terme (open May-September)
Via Maggiore, 2 - 35041 Battaglia Terme
Tel/Fax +39 049 9115996
[email protected]
IAT Cittadella
Porte Bassanesi, 2 - 35013 Cittadella
Tel. +39 049 9404485 - Fax +39 049 5972754
[email protected]
IAT Este
Via G. Negri, 9 - 35042 Este
Tel. +39 0429 600462 - Fax +39 0429 611105
[email protected]
IAT Monselice
Via Santuario, 6 - 35043 Monselice
Tel/Fax +39 0429 783026
[email protected]
IAT Montagnana
Castel S. Zeno - 35044 Montagnana
Tel/Fax +39 0429 81320
[email protected]
CONSORTIUMS OF TOURISM PROMOTION
PADUA CONSORTIUM OF TOURISM PROMOTION
Riviera dei Mugnai, 8 - 35137 Padova
Tel. +39 049 8767916 - Fax +39 049 650794
[email protected] - www.padovaincoming.it
[email protected] - www.welcomepadova.it
THERMAL TOWNS CONSORTIUMS OF TOURISM PROMOTION
Largo Marconi, 8 - 35031 Abano Terme (PD)
Tel. +39 049 8666609 - Fax +39 049 8666613
[email protected] - www.consorziotermeeuganee.it
[email protected] - www.abanomontegrottosi.it
27
IAT OFFICES
TRADE ASSOCIATIONS OF THE TOURISM, HOTEL
AND NON-HOTEL SECTORS
Associations
HOTELS FEDERALBERGHI - ASCOM
Piazza Virgilio Bardella, 3 - 35131 Padova
Tel. +39 049 8209711 - Fax +39 049 8209726
[email protected]
THERMAL TOWNS HOTELIERS’ ASSOCIATION
Abano Montegrotto
Largo Marconi, 8 - 35031 Abano Terme (PD)
Tel. +39 049 8669877 - Fax +39 049 8668845
[email protected]
ASSOTURISMO - CONFESERCENTI PADOVA
(Federation of businesses operating in tourism and trade)
Via Savelli, 8 - 35129 Padova
Tel. +39 049 8698611 - Fax +39 049 8698614
[email protected]
CONFINDUSTRIA PADOVA (Employers’ Federation )
Sezione Terme Turismo
Via E. P. Masini, 2 - 35131 Padova
Tel. +39 049 8227111
[email protected]
28
B&B ASSOCIATIONS
ANBBA Padova
Via Monte Ortigara, 11/a
35030 Selvazzano Dentro (PD)
Tel. + 39 049 8055565
[email protected]
EUGANEAN LIFE INTERNATIONAL
Via Prosdocimi, 14 - 35042 Este (PD)
Tel/Fax +39 0429 56156
[email protected]
OSPITALITÁ EUGANEA
Via Pianzio, 12 - 35030 Galzignano Terme (PD)
Tel. +39 049 9131017 - Fax +39 049 5211424
[email protected]
WIGWAM HOLIDAY CLUB
Via Porto, 8 - 35028 Piove di Sacco (PD)
Tel. +39 049 9704413 - Fax +39 049 9702221
[email protected]
FARMHOUSE ASSOCIATIONS
PROVINCIA DI PADOVA - Servizio Agricoltura (Agriculture service)
Piazza V. Bardella, 2 - 35129 Padova
Tel. +39 049 8201842 - Fax +39 049 8201898
[email protected]
CONFAGRICOLTURA PADOVA (Farmers’ Federation)
Strada Battaglia, 71/c - 35020 Abignasego (PD)
Tel. +39 049 8223511 - Fax +39 049 8223520
[email protected]
TERRA NOSTRA - C/o Coldiretti Padova
Via Croce Rossa, 32 -35129 Padova
Tel. +39 049 8997311 - Fax +39 049 8997345
[email protected]
TURISMO VERDE C/o C.I.A.
Via della Croce Rossa, 112 - 35129 Padova
Tel. +39 049 8070011 - Fax +39 049 8070651
[email protected]
29
Associations
Associations
AGRIVACANZE PADOVA
Via Savelli, 23 - 35129 Padova
Tel. +39 049 8071254 - Fax +39 049 776745
www.agrivacanze.net
PARK OF THE EUGANEAN HILLS
Via Rana Ca’ Mori, 8 - 35042 Este (PD)
Tel. +39 0429 632911 - Fax +39 0429 601368
[email protected] - www.parcocollieuganei.com
BOAT CRUISES
ARTEMARTOURS S.R.L.
Via Buonarrotti, 109 - 35135 Padova
Tel. +39 049 616120
www.artemartours.it
CONSORZIO BATTELLIERI DI PADOVA
E RIVIERA DEL BRENTA (Boatmen’s Consortium) - c/o ASCOM
P.ggio de Gasperi, 3 - 35131 Padova
Tel +39 049 8209825
www.padovanavigazione.it
DELTA TOUR NAVIGAZIONE TURISTICA
Via Toscana, 2 - 35127 Padova
Tel. +39 049 8700232
www.deltatour.it
I BATTELLI DEL BRENTA (Boats of the river Brenta)
Via Porciglia, 34 - 35121 Padova
Tel. +39 049 8760233
www.battellidelbrenta.it
IL BURCHIELLO-CLASSITALIA TURISMO E NAVIGAZIONE
Via Orlandini, 3/5 - 35131 Padova
Tel. +39 049 8206910
www.ilburchiello.it
NAVIGARE CON NOI
Via Pontedera, 71 - 35124 Padova
Tel. +39 049 8809219
www.navigareconnoi.it
CITY SIGHTSEEING BUS
CITY SIGHTSEEING PADOVA
Tel. +39 049 8704933 - Fax +39 049 7629793
www.padova.city-sightseeing.it
www.city-sightseeing.it
30
RESTAURANTS and BARS
APPE - Associazione Provinciale Pubblici Esercizi
(Provincial Association of Businesses)
Via Savelli, 28 - 1st floor - 35129 Padova
Tel. +39 049 7817222 - Fax +39 049 7817229
[email protected]
CONFESERCENTI PADOVA
Via Savelli, 8 - 35129 Padova
Tel. +39 049 8698611 - Fax +39 049 8698614
[email protected]
RISTORANTORI PADOVANI (Paduan Restaurateurs) - c/o ASCOM Padova
P.zza V. Bardella, 3 - 35131 Padova
Tel. +39 049 8209711 - Fax +39 049 8209726
www.ristorantoripadovani.it
TOURISM SERVICES
ASSOGUIDE VENETO CONFESERCENTI
Via Savelli, 8 - 35129 Padova
Tel. +39 049 8698601 - Fax +39 049 8698614
www.venetoguide.it
GUIDE TURISTICHE PADOVA (Padua tour guides) ASCOM
Piazza V. Bardella, 3 - 35131 Padova
Tel. +39 049 8209711 - Fax +39 049 8209726
www.guidepadova.it
31
Associations
Other services
OTHER SERVICES
CONSUMERS’ ASSOCIATIONS
ADICONSUM - Associazione Difesa Consumatori e Ambiente
(Consumers’ and Environment Association)
Piazza Petrarca, 4 - 35137 Padova
Tel. +39 049 652046
[email protected]
ADOC PADOVA - Associazione per la Difesa e l’Orientamento dei Consumatori
(Association for the Protection and Orientation of Consumers)
Piazza De Gasperi, 32/B - 35131 Padova
Tel. +39 049 655266 - Fax +39 049 655298
[email protected]
CODACONS
Coordinamento delle associazioni per la difesa dell’ambiente
e dei diritti degli utenti edei consumatori
(Association Coordination for the Protection of the Environment and the rights of Users and Consumers) - c/o Sala Consiliare del Consiglio di Quartiere del Comune di Padova
Via Piovese, 74 - 35127 Padova
Tel. 892-007
www.codacons.it
FEDERCONSUMATORI (Consumers’ Federation)
Via Longhin, 117/121 - 35129 Padova
Tel. +39 049 8944271 - Fax +39 049 8944237
[email protected]
LEGA CONSUMATORI (Consumers’ League)
Via Lisbona, 20 - 35127 Padova
Toll free number 800 388369
Tel. +39 049 8703994 - Fax +39 049 8702217
[email protected]
UNIONE CONSUMATORI PADOVA (Padua Consumers’ Union)
Galleria Trieste, 6 - 35121 Padova
Tel. +39 049 656714 / +39 340 7202798
Fax +39 049 8751667
www.unioneconsumatoripadova.it
PADUA CHAMBER OF COMMERCE
Conciliation office
Piazza Insurrezione, 1/a - 35137 Padova
Tel. + 39 049 8208152 - Fax +39 049 8208132
[email protected]
32
LAW ENFORCEMENT AGENCIES
GUARDIA DI FINANZA (Inland Revenue) - Comando Provinciale
Via S. Francesco, 117 - 35121 Padova
Tel. +39 049 654882
www.gdf.it
N.A.S. Nucleo Antisofisticazioni (Food Standards Agency)
Via N. Tommaseo, 68 - 35131 Padova
Tel. +39 049 8753333/8760380 - Fax +39 049652144
www.carabinieri.it
POLIZIA MUNICIPALE PADOVA (Padua Municipal Police)
Via G. Gozzi, 32 - 35131 Padova
Tel. +39 049 8205101 - Fax +39 049 8205105
[email protected]
POLIZIA MUNICIPALE ABANO TERME
(Abano Terme Municipal Police)
Viale delle Terme, 11- 35031 Abano Terme
Tel. +39 049 8245357 - Fax +39 049 8245359
[email protected]
POLIZIA MUNICIPALE MONTEGROTTO TERME
(Montegrotto Terme Municipal Police)
Via Roma, 1 - 35036 Montegrotto Terme
Tel. +39 049 8928800
[email protected]
PREFECT’S OFFICE
Piazza Antenore, 3 - 35121 Padova
Tel. +39 049 833511 - Fax +39 049 833550
[email protected]
POLICE STATION
Riviera Ruzzante, 9 - 35123 Padova
Tel. +39 049 833111 - Fax 049 833255
[email protected]
JUDICIARY
Justices of the Peace
Via Rezzonico, 31 - 35131 Padova
Tel. +39 049 8236611 - Fax +39 049 8236633
[email protected]
33
OTHER SERVICES
CARABINIERI - Comando Provinciale
Via Rismondo, 4 - 35131 Padova
Tel. +39 049 8521111
www.carabinieri.it
HEALTHcARE
OTHER SERVICES
ACCIDENT & EMERGENCY - C/o Complesso
Clinico Ospedaliero
Via Giustiniani, 3 - Padova
Tel. +39 049 8213515
www.ulss16.padova.it
SERVIZIO DI IGIENE E SANITÀ PUBBLICA
(Public health and hygiene service)
Via Ospedale, 22 - 35121 Padova
Tel. +39 049 8214239 - Fax +39 049 8214237
www.ulss16.padova.it
AZIENDA UNITÀ LOCALE SOCIO-SANITARIA n°16 (Local heathcare office)
(Padua: administrative documents, booking of appointments with specialists)
Via Scrovegni, 14 - Padova
Tel. +39 049 8216511
www.ulss16.padova.it
AZIENDA UNITÀ
LOCALE SOCIO-SANITARIA n°14
(Local heathcare office) (Chioggia)
Via Pegaso, 17 - 30015 Chioggia (VE)
Tel. +39 041 5534111 - Fax +39 041 492841
www.asl14chioggia.veneto.it
AZIENDA UNITÀ LOCALE
SOCIO-SANITARIA n°15 (Local heathcare office) (Alta Padovana)
Via Casa di Ricovero, 40 - 35013 Cittadella (PD)
Tel. +39 049 9424000 - Fax +39 049 5973550
www.ulss15.pd.it
AZIENDA UNITÀ
LOCALE SOCIO-SANITARIA n°17 (Local heathcare office)
(Bassa Padovana)
Via Salute, 14/b - 35042 Este (PD)
URP toll free number 800 829141
Fax +39 0429 3181
www.ulss17.it
CASA DI CURA DI ABANO TERME (Abano Terme Clinic)
Piazza Cristoforo Colombo - 35031 Abano Terme
Tel. +39 049 8221211
www.policlinicoabano.it
ESTE HOSPITAL
Via S. Fermo, 10 - 35042 Este
Tel. +39 0429 618100
www.ulss17.it
34
MONTAGNANA HOSPITAL
Via Ospedale, 3 - 35044 Montagnana
Tel. +39 0429 808111
www.ulss17.it
ROADS AND TRANSPORT
URP COMUNE DI PADOVA
Ufficio Z.T.L., via Vicenza, 10/a int. 1
Tel. +39 049 8205572
[email protected]
APS MOBILITÀ Via Rismondo, 28 - 35131 Padova
Tel. +39 049 8766320 - Fax +39 049 8241112
[email protected] - [email protected]
SITA Spa
Via del Pescarotto, 25 - 35131 Padova
Tel. +39 049 820 6811
www.sitabus.it
RADIO TAXI
Via Svizzera, 6 - 35127 Padova
Tel. +39 049 651333
AIR SERVICE
Tel. +39 049 8704425
CONSORZIO TAXI Abano e Montegrotto Terme
Via Marzia, 3 - 35031 Abano Terme
Tel. +39 049 8630307
ARTE TAXI Via Pietro d’Abano - 35031 Abano Terme
Tel. +39 049 667842
35
OTHER SERVICES
MONSELICE HOSPITAL
Via G. Marconi, 19 - 35043 Monselice
Tel. +39 0429 788111
www.ulss17.it
Public Utility services
112
Useful numbers
European Emergency Number
115
Fire Brigade
116
Roadside assistance
118
Health Emergency
1515
Environmental Emergency
1518
CCISS - Viaggiare informati (Road information)
880 08 325
Emergency medical services
(Mon-Fri 8.00 pm-8.00 am,
and from Sat 10.00 am to Mon 8.00 am)
892 021
Italian Railway (24 h)
For further information on public utility services log on to:
www.paginebianche.it
www.prefettura.padova.it
36
Legislation
Italian Law:
Tourism law
Law no. 135 of 29 March 2001
Reform of National Tourism Law
Regional Law:
Regional Law no. 33 of 04.11.2002 Consolidation Act of tourism regional laws
Regional Law no. 9 of 18 April 1997
New rules for farmhouse accommodation
Regional Regulation no.2 of 12 September 1997
published in B.U.R. no.75/1997
37
Legislation
Hotel contracts
Italian Civil Code art. 1783-1786
PadovaCard:
The more you use it,
the more you save.
PadovaCard is valid 48 or 72 hours from the start date stamped on it.
It is valid for one adult and one child under 14 years old.
48-hour card: 15,00 € - 72-hour card: 20,00 €
Exclusive benefits of PadovaCard include:
• Free entry to: Scrovegni Chapel-frescoes by Giotto
(except booking fee: € 1,00), Eremitani Museums,
Palazzo della Ragione (the payment of a reduced
ticket is required if the Palace is hosting important
exhibitions at the time of your visit), Piano Nobile
Caffè Pedrocchi and Museo del Risorgimento, San
Michele Oratory, San Rocco Oratory, Botanic Garden,
Baptistery of the Cathedral, Loggia and Odeo Cornaro,
Palazzo Zuckermann, Petrarch’s House in Arquà
Petrarca, International Museum of Artistic Glass in
Montegrotto Terme.
• Free use of APS public means of transportation
both in and around Padua and from Padua to the
Euganean Spas and back.
• Free parking (for cars and motorcars only) at APS
Parking 1 - Piazza Y. Rabin, Prato della Valle
• Reduced ticket to some of the most important
monuments, museums, villas, castles and historical
gardens of the province of Padua.
• Reductions, welcoming cocktail or freebies
in hotels, B&B, agriturismo, restaurants and bars
included in the Card.
• Discounts on shopping.
• Discounts and facilities on various tourist services,
guided tours, hop-on hop-off City Sightseeing Bus,
boat tours, car and bike rentals.
• Discounts to the Teatro Olimpico and other
monuments in Vicenza.
Info: Turismo Padova Terme Euganee - tel. +39 049 8767911
[email protected] - www.padovacard.it
In collaboration with
www.turismopadova.it
PADOVA
Galleria Pedrocchi
Galleria Cappellato Pedrocchi - 35122 Padova
Tel. 049 8767927 - Fax 049 8363316
[email protected]
Opening times: Mon-Sat 9.00am - 1.30pm / 3.00 - 7.00pm
IAT Stazione Ferroviaria/Railway Station
Atrio Stazione Ferroviaria - 35131 Padova
Tel. 049 8752077 - Fax 049 8755008
[email protected]
Opening times: Mon-Sat: 9.00am - 7.00pm
Sun: 9.00am - 12.30pm
Bacino Turistico della Saccisica
Piove di Sacco
Piazza Matteotti, 4 - Tel/Fax 049 9709331
[email protected] - [email protected]
Battaglia Terme
Via Maggiore, 2 - Tel/Fax 049 9115996
[email protected]
Seasonal office, open May-September.
Cittadella
Porte Bassanesi, 2 - Tel. 049 9404485 - Fax 049 5972754
[email protected]
Piazza del Santo
Piazza del Santo - 35123 Padova
Tel. 049 8753087
[email protected]
Seasonal, open April-October
Este
Via G. Negri, 9 - Tel. 0429 600462 - Fax 0429 611105
[email protected]
ABANO TERME
Via Pietro D’Abano 18 - 35031 Abano Terme (PD)
Tel. 049 8669055 - Fax 049 8669053
[email protected]
Opening times: Mon-Sat 8.30am - 1.00pm / 2.30 - 7.00pm
Sun (high season only) 10.00am - 1.00pm/3.00 - 6.00pm
Monselice
Via del Santuario, 6 - Tel/ Fax 0429 783026
[email protected]
Montagnana
Castel S. Zeno - Tel/Fax 0429 81320
[email protected]
MONTEGROTTO TERME
Viale Stazione 60 - 35036 Montegrotto Terme (PD)
Tel. 049 8928311 - Fax 049 795276
[email protected]
Opening times Mon-Sat 8.30am - 1.00pm / 2.30 - 7.00pm
Sun 10.00am - 1.00pm / 3.00 - 6.00pm
(second Sun each month, high season only)
Riviera dei Mugnai, 8
35137 Padova
Tel. +39 049 8767911
Fax +39 049 650794
[email protected]
www.turismopadova.it
www.veneto.to
Provincia
di Padova
CREDITS - General coordination: Paolo Pedron - Satef, Stefan Marchioro, Mara Salmaso • Editorial coordination: Luca Crivellaro
• Texts: Daniela Bolzonella, Cristina Gibellato, Gabriella Salmaso • English translation by: Elena Calandruccio
• Photographs: Archivio Turismo Padova Terme Euganee, Archivio ADVsolutions srl by Fotolia
• Graphic project and layout: ADV solutions srl • Printed by: Arti Grafiche Padovane