Object
These general conditions define the rights and obligations of the parties in the context of the remote booking of services offered by our establishment, whose contact details are specified in this booking confirmation document. They govern all the stages necessary for the reservation and the 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 terms and conditions of sale of the rate booked, which are available on our booking platform. These general terms and conditions of sale apply to all bookings made by internet, via our booking platform.
Reservation
The customer chooses the services presented on our booking platform. The customer acknowledges that he/she has taken note of the nature, destination and booking conditions of the services available on our booking platform and that he/she has requested and obtained the necessary and/or additional information in order to make his/her booking with full knowledge of the facts. The customer is solely responsible for his or her choice of services and their suitability for his or her needs, and we cannot be held liable in this respect. The booking is deemed to have been accepted by the customer at the end of the booking process.
Process of reservation
Bookings made by the customer are made using the online booking form available on our booking platform. The booking is deemed to have been made on receipt of the booking form. Prior to any booking, the customer undertakes to complete the information requested on the booking form or reservation request. The customer attests to the truthfulness and accuracy of the information provided. Once the final choice of services to be booked has been made, the booking procedure includes, in particular, entering the bank card in the case of a guarantee or prepayment request, consulting and accepting the general terms and conditions of sale and the terms and conditions of sale of the fare booked before the booking is validated and, finally, validating the booking by the customer.
Acknowledgement of reservation
Our reservation platform acknowledges receipt of the customer’s reservation by sending an e-mail without delay. In the case of online bookings, the acknowledgement of receipt of the booking by e-mail summarises the contract offer, the services booked, the prices, the conditions of sale relating to the fare selected and accepted by the customer, the date the booking was made, information relating to the after-sales service and the address of the seller’s establishment to which the customer may submit any complaints.
Cancellation or modification by the customer
In accordance with article L. 121-21-8 12° of the French Consumer Code, customers are reminded that they do not have the right of withdrawal provided for in article L. 121-21 of the French Consumer Code. The conditions of sale for the fare booked specify the terms and conditions for cancelling and/or modifying the booking. Bookings made in advance cannot be modified and/or cancelled. No refunds will be made for deposits paid in advance. In this case, this will be stated in the fare’s conditions of sale. When the conditions of sale of the fare booked allow it, the booking may be cancelled directly with the establishment, whose telephone number is given on the booking confirmation sent by e-mail. All reservations are nominative and may under no circumstances be transferred to a third party, whether free of charge or in return for payment.
Cancellation policy
All bookings made via our website are subject to the following cancellation conditions:
- From 8 to 14 days before arrival, 50% of your booking will be debited;
- Within 7 days of arrival and/or in the event of a no-show: 100% of the amount of your reservation will be debited.
Consumption of the service
In application of the regulations in force in certain countries, the customer may be asked to complete a police form on arrival. To do this, customers will be asked to show proof of identity in order to check whether or not they need to complete the police form. Any behaviour contrary to public decency or public order will lead the establishment to ask the customer to leave the establishment without any compensation or refund if payment has already been made. For establishments with internal regulations, the customer accepts and undertakes to comply with these regulations. In the event of non-compliance by the customer with any of the provisions of the Internal Regulations, the establishment will be obliged to ask the customer to leave the establishment without any compensation and without any refund if payment has already been made.
Liability
The photographs presented on our booking platform are not contractually binding. Although every effort is made to ensure that the photographs, graphic representations and texts reproduced to illustrate the establishments presented give as accurate an idea as possible of the services offered, variations may occur between the time of booking and the day on which the service is consumed. The establishment cannot be held responsible for the non-execution or poor execution of the reservation in the event of force majeure, the fault of a third party, the fault of the customer, in particular the unavailability of the Internet network, impossibility of access to the website, external intrusion, computer viruses or in the event of unauthorised prepayment 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 customer.
Claims
Complaints relating to the non-performance or poor performance of the services booked must, on pain of foreclosure, be brought to our attention in writing within eight days of the date of departure from the establishment.
Prices
Les prix afférents à la réservation des services sont indiqués avant et lors de la réservation. Les prix sont confirmés au client en montant TTC, dans la devise commerciale de l’établissement, et ne sont valables que pour la durée indiquée sur la plateforme de réservation. Si le débit à l’établissement s’effectue dans une monnaie autre que celleThe prices relating to the booking of services are indicated before and at the time of booking. Prices are confirmed to the customer in the establishment’s commercial currency and are valid only for the period indicated on the booking platform. If the payment is made to the establishment in a currency other than that confirmed on the booking, the customer will be responsible for any exchange charges. All bookings, whatever their origin, are payable in the local currency of the establishment, unless special arrangements are indicated on site. Unless otherwise stated on the booking platform, additional services are not included in the price. Any taxes (local taxes, tourist taxes, etc.) shown on the rates page must be paid directly to the establishment. Prices include the VAT applicable on the day of the order and any change in the VAT rate will be automatically reflected in the prices indicated on the date of invoicing. Any change or introduction of new legal or regulatory taxes imposed by the competent authorities will be automatically reflected in the prices indicated on the date of invoicing.
currency confirmed on the booking, exchange charges are payable by the customer. All bookings, whatever their origin, are payable in the local currency of the establishment, unless special arrangements are indicated on site. Unless otherwise stated on the booking platform, additional services are not included in the price. Any taxes (local taxes, tourist taxes, etc.) shown on the rates page must be paid directly to the establishment. Prices include the VAT applicable on the day of the order and any change in the VAT rate will be automatically reflected in the prices indicated on the date of invoicing. Any change or introduction of new legal or regulatory taxes imposed by the competent authorities will be automatically reflected in the prices indicated on the date of invoicing.
Payment
The customer provides his bank details as guarantee of the reservation except special conditions or rates, by credit card or private (Visa, Mastercard, American Express, Diners Club… depending on the possibilities offered by the hotel’s booking platform) by directly indicating the card number in the area provided for this purpose (secured by SSL encryption), without spaces between the digits, as well as its validity date (it is specified that the bank card used must be valid at the time of consumption of the service) and the visual cryptogram. He must show up at the establishment with the credit card that allowed him to guarantee the reservation. The payment is debited to the hotel during the stay, except in the case of special conditions or rates where partial or total debit of the payment is made at the time of booking. This prepayment is qualified as a deposit. In the event of no show (uncancelled reservation – customer not present) of a guaranteed reservation by credit card, the establishment will charge the customer, as a lump sum compensation, the amount indicated in its general conditions and special conditions of sale. The property has chosen elloha.com/stripe.com to secure online credit card payments. 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, reached limit, input error… 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 institutions may generate invoices/notes electronically, the original file is certified and available online at the internet address provided by the institution.
Respect for privacy
The customer is informed, on each of the personal data collection forms, of the compulsory or optional nature of the answers by the presence of an asterisk. The information processed is intended for the establishment, elloha.com, its entities, its partners and its service providers (in particular online payment service providers). The customer authorises elloha.com to disclose his/her personal data to third parties provided that such disclosure is compatible with the performance of the operations incumbent upon elloha.com under these general terms and conditions and in connection with the Customer Charter for the protection of personal data. In particular, when paying online, the customer’s bank details must be sent by the payment service provider stripe.com to the establishment’s bank in order to execute the booking contract. The customer is informed that this transfer of data may therefore take place in foreign countries which do not have adequate protection for personal data within the meaning of the French Data Protection Act. However, the customer consents to this transfer, which is necessary for the execution of the reservation. Constellation SAS / Stripe.com, in their capacity as professionals, have undertaken to the establishment to take all measures to ensure the security and confidentiality of the data transferred.
Evidence agreement de preuve
Entering the required bank details, as well as accepting these general terms and conditions and the booking voucher or request, constitutes an electronic signature which has the same value between the parties as a handwritten signature. The computerised records kept in elloha.com’s computer systems shall be kept in reasonable conditions of security and shall be considered as proof of the communications, orders and payments that have taken place between the parties. Customers are hereby informed that their IP address is recorded at the time of booking.
Force majeure
Force majeure refers to any event external to the parties that is both unforeseeable and insurmountable, preventing either the customer or the establishment from fulfilling all or part of the obligations set out in the contract. Cases of force majeure or fortuitous events are those usually recognised by the jurisprudence of the French Courts and Tribunals. Each party may not be held liable towards 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 shall bear the costs arising therefrom.
Settlement of disputes
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 be applicable in the country of residence of consumers.
Entirety
These General Terms and Conditions of Sale, the terms and conditions of sale of the fare booked by the customer, and the booking form or request express the entirety of the obligations of the parties. 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 decreasing order of priority, the booking form or reservation request (including the special conditions of the fare booked) and these general conditions. In the event of any contradiction between the booking form and the general terms and conditions, the provisions of the booking form shall be the only ones applicable to the obligation in question. These general terms and conditions of sale may be amended and/or supplemented by the establishment at any time. In this case, the new version of the general terms and conditions of sale will be posted online by the establishment. As soon as it is posted on the Internet, the new version of the general terms and conditions of sale will automatically apply to all customers.
