Terms & Conditions of Sales
1. Purpose
These terms and conditions define the rights and obligations of the parties in connection with the remote booking of services offered at our establishment, whose contact details are specified in this booking confirmation document. They govern all the steps necessary for booking and managing the reservation between the contracting parties. The client acknowledges having read and accepted these terms and conditions of sale and the terms and conditions of sale for the reserved rate, accessible on our booking platform. These terms and conditions of sale apply to all bookings made online, via our booking platform, or by telephone.
2. Reservation
2.1: Online booking: The customer selects the services presented on our booking platform. They acknowledge having reviewed the nature, purpose, and booking terms of the services available on our platform and having requested and obtained all necessary and/or additional information to make their booking with full knowledge of the facts. The customer is solely responsible for their choice of services and their suitability for their needs; therefore, we cannot be held liable in this regard. The booking is deemed accepted by the customer upon completion of the booking process.
2.2: Telephone booking : sending the voucher including the general terms and conditions of sale constitutes acceptance of the latter.
All reservations are nominative and cannot under any circumstances be transferred to a third party, whether free of charge or for payment.
2.3: Long-term booking (over 10 days):
A 30% deposit will be collected upon receipt of the reservation via the credit card left as a guarantee.
3. Booking Process
Reservations made by the customer are processed via the online booking form accessible on our booking platform. The reservation is considered confirmed upon receipt of the booking form. Prior to making any reservation, the customer agrees to complete all required information on the booking form or request. The customer attests to the truthfulness and accuracy of the information provided. After the final selection of services to be booked, the booking process includes, in particular, entering credit card details if a guarantee or prepayment is required, reviewing and accepting the general terms and conditions of sale and the specific terms and conditions of the selected rate before confirming the reservation, and finally, the customer's confirmation of the reservation.
4. Booking confirmation
Our booking platform acknowledges receipt of the customer's reservation by sending an email without delay. In the case of online bookings, the email confirmation summarizes the contract offer, the services booked, the prices, the terms and conditions of sale related to the selected rate and accepted by the customer, the booking date, after-sales service information, and the address of the seller's establishment where the customer can submit complaints.
5. Cancellation or modification by the customer
The customer is reminded, in accordance with Article L. 121-21-8 12° of the French Consumer Code, that they do not have the right of withdrawal provided for in Article L. 121-21 of the French Consumer Code. The terms and conditions of sale for the reserved rate specify the procedures for cancellation and/or modification of the reservation.
5.1: Cancellation of standard offer reservations:
Reservations can be cancelled up to midnight the day before.
After this period, the amount corresponding to the first night of the stay will be charged. Any stay that has begun is due in full.
The same amount will be charged in case of no-show.
Advance payments, such as deposits, are non-refundable. This is stated in the rate's terms and conditions. Cancellations can be made directly with the hotel; their telephone number is provided on the booking confirmation email.
5.2: Non-cancellable/non-refundable offer:
These offers are non-refundable. The full amount of the reservation will be due, and the card provided at the time of booking will be charged.
5.3: Cases of non-presentation
In case of no-show at the hotel, a minimum charge of one night will be applied.
6. Consumption of the service
In accordance with regulations in force in certain countries, guests may be asked to complete a police registration form upon arrival. To this end, guests will be asked to present identification to verify whether or not they are required to complete the form. Any behavior contrary to public decency and order will result in the establishment asking the guest to leave the premises without any compensation or refund, even if payment has already been made. For establishments with internal regulations, the guest accepts and agrees to abide by said regulations. In the event of a guest's failure to comply with any provision of the internal regulations, the establishment will be obliged to ask the guest to leave the premises without any compensation or refund, even if payment has already been made.
7. Responsibility
The photographs shown on our booking platform are not contractual. While every effort is made to ensure that the photographs, graphic representations, and texts used to illustrate the establishments presented provide as accurate a representation as possible of the services offered, variations may occur between the time of booking and the day the service is used. The establishment cannot be held liable for the non-execution or improper execution of the booking in cases of force majeure, actions of third parties, or actions of the client, including but not limited to internet network unavailability, inability to access the website, external intrusion, computer viruses, or in the event of unauthorized prepayment by the cardholder's bank. Any booking or payment that is irregular, invalid, incomplete, or fraudulent for a reason attributable to the client will result in the cancellation of the order at the client's expense, without prejudice to any civil or criminal action against the client.
8. Complaints
Claims relating to the non-performance or poor performance of the services booked must, under penalty of forfeiture, be brought to our attention in writing within eight days after the date of departure from the establishment.
9. Price
The prices for booking services are displayed before and during the booking process. Prices are confirmed to the customer inclusive of all taxes, in the establishment's local currency, and are valid only for the period indicated on the booking platform. If payment is made at the establishment in a currency other than the one confirmed on the booking, the exchange fees are the responsibility of the customer. All bookings, regardless of origin, are payable in the establishment's local currency, unless otherwise specified on-site. Unless otherwise stated on the booking platform, additional services are not included in the price. Any applicable taxes (local taxes, tourist taxes, etc.), shown on the rates page, are payable directly to the establishment upon arrival. Prices include VAT at the rate applicable on the date of booking, and any change in the applicable VAT rate will be automatically reflected in the prices shown on the invoice date. Any modification or introduction of new legal or regulatory taxes imposed by the relevant authorities will also be automatically reflected in the prices shown on the invoice date.
10. Payment
The customer provides their bank details as a guarantee for the reservation, except in the case of special conditions or rates, by credit or debit card (Visa, Mastercard, etc., depending on the options offered by the establishment's booking platform). The card number, without spaces between the digits, as well as its expiry date (it is specified that the bank card used must be valid at the time of service) and the security code, must be entered directly in the designated area (secure entry via SSL encryption). The customer must present themselves at the establishment with the bank card used to guarantee the reservation. Payment will be made upon the customer's arrival at the establishment. In the event of a no-show (reservation not cancelled – customer not present) for a reservation guaranteed by bank card, the establishment will debit the customer, as a fixed penalty, the amount indicated in its general and specific terms and conditions of sale. The establishment has chosen elloha.com/stripe.Stripe.com secures online credit card payments. The validity of the customer's payment card is verified by Stripe.com. A payment card may be declined for several reasons: stolen card, blocked card, spending limit reached, incorrect entry, etc. In case of a problem, the customer should contact their bank and the establishment to confirm their reservation and payment method. For rates requiring online prepayment, the advance payment, which constitutes the deposit, is debited at the time of booking. Some establishments may generate invoices/receipts electronically; the original file is certified and available online at the web address provided by the establishment.
11. Personal data
ELLOHA and the hotel in which you made your reservation implement a processing operation for the purpose of managing reservations, a processing operation necessary for the execution of the service.
The data is used in connection with this booking service by the hotel in which you made your reservation and is integrated anonymously by Logis International Service for statistical purposes only.
The service providers in charge of managing and maintaining the booking platform may access it when necessary.
In addition to customer relationship management, the data may be used by the hotel where you made your reservation for commercial relationship management through marketing operations and to improve its services (sending satisfaction surveys, etc.). The data will be kept for the duration of the commercial relationship and then archived, in accordance with the establishment's terms and conditions.
The data is not stored by the hotel.
In accordance with the French Data Protection Act of 6 January 1978 as amended and European Regulation 2016/679 of 27 April 2016 on the protection of natural persons with regard to the processing of personal data, you have the right to access and rectify information concerning you, as well as the right to restrict processing and to erasure within the framework permitted by the European Regulation.
You can exercise these rights with the hotel where you made your reservation. Please include proof of identity.
If, after contacting the establishment, you believe that your data protection rights are not being respected, you can file a complaint with the CNIL.
12. Convention on Evidence
Entering the required bank details, as well as accepting these terms and conditions and the booking voucher or request, constitutes an electronic signature which, between the parties, has the same value as a handwritten signature. The computerized records stored in the elloha.com computer systems will be kept under reasonable security conditions and considered proof of communications, orders, and payments between the parties. The customer is informed that their IP address is recorded at the time of booking.
13. Force majeure
Force majeure is defined as any event beyond the control of the parties that is both unforeseeable and insurmountable, preventing either the client or the establishment from fulfilling all or part of its contractual obligations. Events of force majeure or fortuitous events are those typically recognized by French courts and tribunals. Neither party shall be held liable to the other for any failure to perform its obligations resulting from a force majeure event. It is expressly agreed that force majeure suspends the performance of the parties' reciprocal obligations, and that each party shall bear its own costs arising therefrom.
14. Dispute Resolution
These General Terms and Conditions of Sale are governed by the law of the country of establishment without prejudice to any mandatory protective provisions that may apply in the country of residence of the consumers.
After contacting customer service and failing to receive a satisfactory response or any response within 60 days, the customer may contact the Tourism and Travel Mediator, whose contact details are as follows: Submission by post: MTV – MEDIATION TOURISME VOYAGE, Service dépôt des saisines, CS 30958, 75383 PARIS CEDEX 08 Submission online: Request for submission - mtv The establishment Hotel Le Relax is a member of the Tourism and Travel Mediation service as a member of the professional association ""UMIH"" duly listed on the website www.mtv.travel under the ""members"" tab.
15. Completeness
These General Terms and Conditions of Sale, the terms and conditions of the rate booked by the customer, and the booking confirmation or request constitute the entire agreement between the parties. No general or specific terms and conditions communicated by the customer may be incorporated into these General Terms and Conditions. The documents forming the contractual commitments between the parties are, in descending order of priority, the booking confirmation or request (including the specific terms and conditions of the booked rate) and these General Terms and Conditions. In the event of any conflict between the booking confirmation and the General Terms and Conditions, the provisions of the booking confirmation shall prevail with respect to the obligation in question. These General Terms and Conditions of Sale may be modified and/or supplemented by the establishment at any time. In such cases, the establishment will publish the new version of the General Terms and Conditions of Sale online. Once published online, the new version of the General Terms and Conditions of Sale will automatically apply to all customers.