1. Purpose
These general terms and conditions define the rights and obligations of the parties in the context of the remote reservation of services offered in our establishment, the contact details of which are specified in this reservation confirmation document. They govern all the steps necessary for the reservation and follow-up of the reservation between the contracting parties. The customer acknowledges having read and accepted these general terms and conditions of sale and the conditions of sale of the reserved rate accessible on our reservation platform. These general terms and conditions of sale apply to all reservations concluded online, via our reservation platform or by telephone.
2. Reservation
2.1: Online booking: The customer chooses the services presented on our booking platform. He acknowledges having read the nature, destination and booking terms of the services available on our booking platform and having requested and obtained the necessary and/or additional information to make his booking with full knowledge of the facts. The customer is solely responsible for his choice of services and their suitability to his needs, such that we cannot be held liable in this regard. The booking is deemed accepted by the customer at the end of the booking process.
2.2: Reservation by telephone : sending the voucher including the general conditions of sale constitutes acceptance of the latter.
All reservations are personal and cannot under any circumstances be transferred to a third party, whether free of charge or for a fee.
2.3: Long-term reservation (beyond 10 days):
A 30% deposit will be collected upon receipt of the reservation via the bank card left as a guarantee.
3. Booking process
Reservations made by the customer are made via the electronic reservation form accessible online on our reservation platform. The reservation is deemed to be made upon receipt of the reservation form. The customer undertakes, prior to any reservation, to complete the information requested on the form or reservation request. The customer attests to the truthfulness and accuracy of the information provided. After the final choice of services to be reserved, the reservation procedure includes, in particular, entering the bank card in the event of a guarantee or prepayment request, consulting and accepting the general conditions of sale and the conditions of sale of the reserved rate before validating the reservation and, finally, the validation of the reservation by the customer.
4. Acknowledgment of receipt of reservation
Our booking platform acknowledges receipt of the customer's booking by sending an email without delay. In the case of online booking, the acknowledgment of receipt of the booking by email summarizes the contract offer, the services reserved, the prices, the sales conditions relating to the selected rate, accepted by the customer, the date of the booking made, information relating to after-sales service, as well as the address of the seller's establishment to which 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 Consumer Code, that he does not have the right of withdrawal provided for in Article L. 121-21 of the Consumer Code. The conditions of sale of the reserved rate specify the terms of 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 started is due.
The same amount will be charged in case of no-show.
Any deposits paid in advance will not be refunded. In this case, this is stated in the rate's terms and conditions. Cancellations can be made directly with the hotel, whose contact details are provided on the booking confirmation email.
5.2: Non-cancellable / non-refundable offer:
These offers cannot be cancelled. The full amount of the reservation will be due and the card provided at the time of booking will be debited.
5.3: Cases of non-appearance
In case of no-show at the hotel, a minimum of one night will be charged
6. Consumption of the service
In accordance with the regulations in force in certain countries, the customer may be asked, upon arrival, to complete a police form. To do this, the customer will be asked to present an identity document in order to check whether or not they must complete the police form. Any behavior contrary to good morals and public order will lead the establishment to ask the customer to leave the establishment without any compensation and/or without any refund if payment has already been made. For establishments with Internal Regulations, the customer accepts and agrees to comply with said regulations. In the event of non-compliance by the customer with one of the provisions of the Internal Regulations, the establishment will be obliged to ask the customer to leave the establishment without any compensation and/or without any refund if payment has already been made.
7. Liability
The photographs presented on our reservation platform are not contractual. Even if every effort is made to ensure that the photographs, graphic representations and texts reproduced to illustrate the establishments presented give as accurate an overview as possible of the services offered, variations may occur between the time of booking and the day of consumption of the service. The establishment cannot be held responsible for the non-execution or poor execution of the reservation in the event of force majeure, due to a third party, due to the customer, in particular the unavailability of the internet network, impossibility of accessing the website, external intrusion, computer viruses or in the event of prepayment not authorized by the cardholder's bank. Any reservation or payment that is irregular, inoperative, incomplete or fraudulent for a reason attributable to the customer will result in the cancellation of the order at the customer's expense, without prejudice to any civil or criminal action against the latter.
8. Complaints
Complaints relating to the non-performance or poor performance of the reserved services must, under penalty of foreclosure, be brought to our attention in writing within eight days after the date of departure from the establishment.
9. Price
Prices for booking services are indicated before and at the time of booking. Prices are confirmed to the customer in the amount inclusive of VAT, in the commercial currency of the establishment, and are only valid for the duration indicated on the booking platform. If the debit at the establishment is made in a currency other than that confirmed on the booking, the exchange fees are the responsibility of the customer. All bookings, regardless of their origin, are payable in the local currency of the establishment, unless otherwise indicated on site. Unless otherwise stated on the booking platform, additional services are not included in the price. Taxes (local taxes, tourist taxes, etc.) where applicable, shown on the rates page, are to be paid directly to the establishment on site. Prices include the VAT applicable on the day of the order and any change in the applicable VAT rate will be automatically reflected in the prices indicated on the invoice date. Any modification or introduction of new legal or regulatory taxes imposed by the competent authorities will be automatically reflected in the prices indicated on the invoice date.
10. Payment
The customer provides their bank details as a guarantee of the reservation, except for special conditions or rates, by credit or private bank card (Visa, Mastercard, etc. depending on the possibilities offered by the establishment's reservation platform) by indicating directly, in the area provided for this purpose (secure entry by SSL encryption), the card number, without spaces between the numbers, as well as its expiry date (it is specified that the bank card used must be valid at the time of consumption of the service) and the visual cryptogram. They 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, except in the case of special conditions or rates where the partial or total debit of the payment is made at the time of reservation. This prepayment is called a deposit. In the event of a no-show (reservation not canceled - customer not present) for a reservation guaranteed by credit card, the establishment will debit the customer, as a fixed compensation, the amount indicated in its general terms and conditions of sale. The establishment has chosen elloha.com/stripe.com to secure online payments by credit card. The validity of the customer's payment card is verified by stripe.com. The payment card may be refused for several reasons: stolen card, blocked card, limit reached, input error, etc. In the event of a problem, the customer must contact their bank on the one hand, and the establishment on the other hand to confirm their reservation and payment method. In the case of a rate subject to online prepayment, the amount paid in advance, which is the deposit, is debited at the time of booking. Some establishments can generate invoices/notes electronically; the original file is certified and available online at the internet address provided by the establishment.
11. Personal data
ELLOHA and the hotel in which you made your reservation implement processing for the purpose of managing reservations, processing necessary for the execution of the service.
The data is used as part of this reservation service by the hotel in which you made your reservation and integrated anonymously by Logis International Service for statistical purposes only.
Service providers responsible for managing and maintaining the booking platform may have access to it if necessary.
In addition to customer relationship management, the data may be used by the hotel where you made your reservation for the management of the commercial relationship through marketing operations and the improvement of its services (sending satisfaction questionnaires, etc.). The data will be kept for the duration of the commercial relationship and then archived, in accordance with the establishment's general terms and conditions.
The data is not stored by the hotel.
In accordance with the amended French Data Protection Act of 6 January 1978 and European Regulation 2016/679 of 27 April 2016 on the protection of individuals 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 limit 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 attach proof of identity.
If you believe, after contacting the establishment, that your Data Protection rights have not been respected, you can submit a complaint to the CNIL.
12. Evidence agreement
The entry of the required banking information, as well as the acceptance of these general conditions and the voucher or reservation request, constitutes an electronic signature which has, between the parties, 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 as 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 means any event external to the parties that is both unforeseeable and insurmountable and prevents either the client or the establishment from fulfilling all or part of the obligations set out in the contract. Cases of force majeure or fortuitous events are considered to be those usually recognized by the case law of the French Courts and Tribunals. Neither party may be held liable to the other party in the event of non-performance of its obligations resulting from an event of force majeure. It is expressly agreed that force majeure suspends, for the parties, the performance of their reciprocal obligations and that each party bears the cost of the resulting costs.
14. Dispute Resolution
These General Conditions of Sale are governed by the law of the country of establishment without prejudice to any mandatory protective provisions that may be applicable in the country of residence of consumers.
After contacting customer service and in the absence of a satisfactory response or response within 60 days, the customer may contact the Tourism and Travel Mediator, whose contact details are given below: Contact by post: MTV – MEDIATION TOURISME VOYAGE, Service dépôt des recourses, CS 30958, 75383 PARIS CEDEX 08 Contact by internet: Request for referral - mtv The Hôtel Le Relax establishment is a member of the Tourism and Travel Mediation as a member of the professional union ""UMIH"" duly referenced on the website www.mtv.travel under the ""members"" tab.
15. Entirety
These General Terms and Conditions of Sale, the terms and conditions of sale for the rate reserved by the customer, and the reservation voucher or request express the entirety of the parties' obligations. No general or specific conditions communicated by the customer may be incorporated into these general conditions. The documents forming the contractual commitments between the parties are, in descending order of priority, the reservation voucher or request (including the specific conditions of the rate reserved) and these general conditions. In the event of a contradiction between the reservation voucher and the general conditions, the provisions appearing on the reservation voucher will be the only ones applicable to the obligation in question. These general conditions of online sale may be modified and/or supplemented at any time by the establishment. In this case, the new version of the general conditions of online sale will be posted online by the establishment. As soon as it is posted online, the new version of the general conditions of online sale will automatically apply to all customers.
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