Terms and conditions of sale
Effective date: 01 June 2024
The Customer is strongly advised to read carefully the entirety of these general terms and conditions of sale which apply to any reservation of Services from SAS Domaines de Provence.
PREAMBLE
DOMAINES DE PROVENCE is a simplified joint stock company with capital of 250,000 euros, whose registered office is at Château de Berne, chemin des Imberts 83780 FLAYOSC, registered with the Draguignan Trade and Companies Register under SIREN number 817 472 954, and whose intra-community VAT number is FR78817472954 (hereinafter DOMAINES DE PROVENCE).
DOMAINES DE PROVENCE offers hotel services, bed and breakfast services, gîtes and additional services at various establishments: Le Château de Berne (chemin des imberts 83780 FLAYOSC), le Château Saint Roux (route de la Garde Freinet 83340 le Cannet-Des-Maures), la Bastide des Bertrands (route de la garde Freinet 83340 le Cannet-Des-Maures) and l'Etablissement Ultimate Provence (7270 route du Luc 83340 la Garde-Freinet) (all the establishments hereinafter referred to as "the Establishment(s)" and each establishment individually referred to as "the Establishment").
The purpose of these General Conditions is to define the terms and conditions under which the establishments of DOMAINE DE PROVENCE (hereinafter referred to as "the Company") allow their customers (hereinafter referred to as "the Customer(s)") to benefit from all the services, particularly reservations, available on :
- each of the websites of the Company's Establishments, each of the websites being operated by the companies designated in the legal notice for each site, hereinafter referred to as "the Site(s)";
- by telephone to the reservations department of each Establishment, whose contact details are given on each website, or to the Company's reservations department;
- by telephone to the reservations department of each establishment, whose contact details are given on each website;
- on site at the reception desk of each of the Company's establishments;
- through agencies and partners selected by the Company's Establishments.
I. GENERAL PROVISIONS
The Customer is invited to read these General Terms and Conditions carefully, and to accept them before booking any of the services offered on the Site. Customers are advised to save and print these General Terms and Conditions using the standard functions of their browser and computer. It is also the Customer's responsibility to consult the Conditions of Sale for the fare selected, which are specific to each of the Company's Establishments and to the fare selected, before validating their reservation.
The General Terms and Conditions are supplemented by the Websites' "Legal Notices", "Privacy Policy" and "Cookie Management", which are available on the Websites of the Company's Establishments.
For all other booking methods, the Customer will receive the General Terms and Conditions of Sale with confirmation of their booking. Confirmation of a booking implies acceptance of these Terms and Conditions and full and unreserved acceptance of their stipulations.
The Company, acting on its behalf, reserves the right to modify or supplement all or part of these General Terms and Conditions at any time. In this case, the new version of the General Terms and Conditions will be available on the Websites with its date of entry into force. Customers are advised to consult the General Terms and Conditions regularly to take note of any changes. In any event, the Customer will only be bound by the version of the General Terms and Conditions in force at the time the Customer books the service.
The Company is not liable for any damage of any kind that may result from these changes and/or from the temporary unavailability or permanent closure of all or part of the Site or the services associated with it, such as the online booking area, the private area or the unavailability of the booking service for the Company's Establishments.
The Sites contain the following information:
- The legal notices enabling precise identification of the Company publishing the Site;
- The e-mail address and telephone number for contacting the Company's Establishments;
- The essential characteristics of the accommodation offered by the Company's establishments ;
- The essential characteristics of the additional and optional services proposed;
- These General Terms and Conditions.
The following information appears on the Sites' booking engines:
- Prices include all taxes;
- All additional charges applicable to the Services offered on the Sites ;
- How the price is determined when it cannot be calculated in advance;
- Terms and conditions of sale for the selected tariff;
- The period of validity of bids and their price.
- Payment terms ;
- These General Terms and Conditions.
Prior to booking, the Customer declares that this booking is made for his/her personal needs. The Customer, as a consumer, has specific rights, which would be called into question if the Services booked were not for personal use.
All the information provided on the Site(s) is presented in French and English.
The Customer declares that he/she has full legal capacity to enter into commitments under these Terms and Conditions.
II. PURPOSE
These General Terms and Conditions define the rights and obligations of the Customer and the Company operating one of the Company's Establishments for all types of reservation (including remote reservations) of services offered by the Company's Establishments.
They govern all the stages involved in making a 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 for the reserved fare.
III. DESCRIPTION OF SERVICES
The Company offers services for reserving hotel rooms, guest rooms, gîtes, suites, châteaux, villas, country houses or other types of accommodation (hereinafter referred to as "Accommodation Services"), and services complementary to the said Accommodation Services (hereinafter referred to as "Complementary Services", together with the Accommodation Services hereinafter referred to as the "Services"), which may be provided by the Establishments or by external service providers partnering with the Company and offering Services within the Establishments (hereinafter referred to as the "Establishments"). (hereinafter the "Complementary Services", together with the Accommodation Services, hereinafter the "Services"), which may be provided by the Establishments or by external service providers partnered with the Company, offering Services within the Establishments (hereinafter the "Partners").
The Company reserves the right to modify or delete, at any time, all or part of the Services offered, and to change Partners. The Company shall not be liable for any damages of any kind that may result from any modification or deletion of the Services offered, and/or from any change of Partners.
Accommodation services
The Company offers Accommodation Services, the main characteristics of which are specified on the Establishments' Internet Site, during the booking process, including but not limited to: the description of the Services and the Establishments, the details of the room or suite, the dates of availability, the price, the options offered, the payment conditions and the sales conditions applicable to the rate applied (cancellation conditions, arrival and departure times, number of people).
The specific conditions for reserving the Accommodation Service are detailed in the Tariff Sales Conditions. In addition, each of the Company's Establishments adopts its own internal regulations or room directory (hereinafter referred to as the "Compendium") detailing, in particular, check-in and check-out times, the cancellation period, access to Wi-Fi, the specific conditions applicable to minors, and the conditions of non-admissibility or admissibility of animals, where applicable, in the rooms and/or communal areas of the Establishments. The Terms and Conditions of sale of the tariff are brought to the Customer's attention before any confirmation of reservation and validation of payment, and appear in the reservation summary. The Compendium is available in the rooms and at the reception of each establishment, and is sent to the Customer on request.
Minors may only stay in one of the Facilities if accompanied by an adult and in possession of personal identification. If the accompanying person is an adult other than a legal representative, this person must be in possession of a parental authorisation from the minor's legal representative, accompanied by a copy of the identity document of the minor's legal representative who issued the certificate. The Establishments may, at any time, request a copy of these documents.
No minor may stay or move around the Facilities alone, or benefit from Complementary Services without the presence of an adult. The Customer chooses between the Accommodation Services according to his/her own needs; he/she is solely responsible for his/her choice and their suitability to his/her needs, such that the Company or the Facilities cannot be held liable in this respect.
Complementary Services
The Company also offers Complementary Services, the main features of which are specified on the Establishments' Internet Site, for each of the Establishments concerned, during the booking process, including but not limited to: the description of the Complementary Services, the times of the Complementary Services, the conditions for booking and accessing the Complementary Services, and the prices of the Complementary Services.
The Customer chooses the Complementary Services on the basis of his/her own needs; he/she alone is responsible for his/her choice and for their suitability to his/her needs, such that the Company or the Establishments cannot be held liable in this respect.
Service Provider Services
The Company may also offer Complementary Services provided by Service Providers who have signed a service contract or partnership agreement with DOMAINES DE PROVENCE and offer their services within the Establishments (the "Service Providers' Services"). The Customer may reserve these Service Providers' Services on the Establishments' Internet Site, by telephone at the reception desk of the Establishments concerned, using the contact form available on the Establishments' Internet Site and/or, where applicable, on the Internet site of the Service Provider referred to on the Establishments' Internet Site, or by exchanging e-mails. The specific terms and conditions of Provider Services are described on the Establishments' Website, or on the Provider's website, to which reference is made on the Establishments' Website.
The Customer chooses between the Services of the Providers according to his/her own needs; he/she is solely responsible for his/her choice and their suitability to his/her needs, such that the Company or the Establishments cannot be held liable in this respect.
Under no circumstances may the Company be held liable due to the quality, modification or deletion of a Service Provider or a change of Partners.
IV. RESERVATION
The Customer chooses services from among those offered by the Company's Establishments according to his/her needs.
The Customer acknowledges that he/she is aware of the nature, price, destination and booking conditions of the services available and that he/she has requested and obtained the necessary and/or additional information, in particular the Conditions of Sale for the fare booked, in order to make his/her booking with full knowledge of the facts.
The Customer may reserve, on an individual basis, a maximum number of rooms per booking on the Sites. Please note that the maximum number of rooms that can be booked individually varies from one Establishment to another and is specified in the Compendium of each Establishment. To book a larger number of rooms, the Customer may: contact the sales team by sending an e-mail to the single contact person dedicated to the organisation of group events, whose contact details are given in the tab entitled "Receptions & Seminars" or "Reception and Seminar" depending on the Site of each Hotel, call this same single contact person or send a request for a quotation giving details of the services they wish to book.
The Customer chooses between the services on the basis of his/her own needs; he/she alone is responsible for his/her choice and for their suitability to his/her needs, such that the Company or the Establishments 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.
All bookings are by name only and may not be transferred to a third party under any circumstances, whether free of charge or in return for payment. Any reservation made for a third party must be made in the name of the third party holding the holiday.
V. RESERVATION PROCESS
Booking Services :
Bookings made by the Customer are made directly online using the booking engine on the Site of each Establishment, by telephone to the contact details indicated on the Site of each Establishment, using the contact form available on the Site of each Establishment, with the Partners and/or on their websites or with partner travel agencies.
The booking request is confirmed as soon as the Customer receives the booking confirmation sent by one of the Company's Establishments.
Prior to any booking, the Customer undertakes to complete the compulsory information requested when creating the booking file.
Failure to provide information identified as compulsory may result in the Company being unable to register a reservation or handle complaints. The Customer attests to the truthfulness and accuracy of the information provided during the booking process.
The reservation procedure includes the following steps:
- Step 1 - Search for an Establishment among the Company's various Establishments or directly on the Site of the Establishment concerned, choose the type of room and the Conditions of sale for the rate booked,
- Step 2 - Selection, where applicable, of one or more of the Complementary Services on offer,
- Stage 3 - Presentation of the summary of the booking, its total price, any additional charges and taxes, the Terms and Conditions of Sale for the rate booked, which include in particular the terms of payment and cancellation conditions, changes if necessary to the choice of services (date, room, rate, additional service), and information concerning tourist tax, service charges, charges linked to payment by bank card and the employee contribution,
- Step 4 - Communication of contact details by the Customer,
- Step 5 - General Terms and Conditions of Sale and Privacy Policy :
On the Site, by ticking the box, the Customer confirms that he/she has read and accepts these General Terms and Conditions of Sale, the Terms and Conditions of Sale for the fare booked and the Privacy Policy before definitively confirming his/her booking; no booking is possible without this agreement.
For all other booking methods, the Customer will receive the General Terms and Conditions of Sale with confirmation of their booking. Confirmation of a booking implies acceptance of these General Terms and Conditions of Sale and full and unreserved acceptance of their provisions.
- Stage 6 - Finalisation of the reservation or Services by the Customer, with communication of the means of payment,
- Step 7 - Redirection to the Lyra payment service provider's website and communication of credit card numbers in the event of a guarantee or prepayment request,
- Stage 8 - Confirmation and validation of the booking and payment by the Customer. Entering the bank details constitutes the Customer's acceptance and has the effect of contractually binding the Customer to the Company Establishment selected.
- Step 9 - Receipt by the Customer of the booking confirmation email and a payment receipt. This email summarises the date the booking was made, the services booked, the prices inclusive of tax with details of any applicable taxes and additional charges, the Conditions of Sale for the fare booked (including cancellation conditions), accepted by the Customer, the General Conditions of Sale and the address of the establishment booked. The Customer is invited to keep his/her payment receipt and all related e-mails.
If the confirmation email or payment receipt is not received within 24 hours of the booking being made, it is the Customer's responsibility to contact the Company's Establishment selected in order to ensure that the information provided is correct and that the booking has been taken into account.
Booking Partner Services :
Partner Services can be booked directly with each Partner, in accordance with the conditions detailed on the Site of the Establishments or on the Partner's website referred to on the Site of the Establishments concerned.
The Company and the Establishments where the Partner Service is carried out remain third parties to the existing contractual relationship between the Customer and the Partner.
Bookings made through the Company's partner travel agencies:
Services may be booked through the Company's partner travel agencies, which will contact the relevant Establishment directly. The travel agency will provide the relevant Establishment with the information required for the booking process described in the above articles. The Establishment concerned will send a payment link to the partner travel agency and/or to the Customer, as the case may be, to validate and confirm the booking.
The Company may not, under any circumstances, be held liable in the event of an error by the travel agency in the booking.
VI. CANCELLATION OR MODIFICATION
On the Customer's initiative :
In accordance with article L. 221-28, 12° of the French Consumer Code, Customers are reminded that they do not have the right of withdrawal provided for in article L. 221-18 of the French Consumer Code.
The Conditions of Sale for the fare booked and accepted by the Customer specify the terms and conditions for cancelling and/or modifying the booking. Bookings with prepayment for a non-refundable and non-cancellable fare cannot be modified and/or cancelled.
In the case of a pre-payment booking for a non-refundable or non-cancellable fare, there will be no refund in the event of interruption of the stay.
Where permitted by the conditions of sale of the reserved fare:
- Reservations made on the Site may be cancelled directly on the Site via the "Reservation" section, or with the selected Establishment. Reservations made via the Site of one of the Establishments may only be cancelled with the said Establishment.
- Changes to the booking can be made directly with the Company's establishment selected, whose telephone number is given in the confirmation e-mail received by the Customer.
- In the event of a no-show, i.e. in the event of a reservation that has not been cancelled but for which the Customer has not shown up at the Company's Establishment on the reserved day, and insofar as the reservation has been guaranteed by credit card or prepaid, the reserved Establishment will debit, by way of compensation, the sum of one night reserved, or will not reimburse the sum paid by way of prepayment in accordance with article 1590 of the Civil Code. If more than one night is booked, the cancellation conditions will apply in accordance with the Conditions of Sale for the rate booked.
In the event of cancellation within the period and under the conditions specified on the booking summary and in the Fare Sales Conditions, the price of the Service may be refunded in full to the Customer.
If a Service is interrupted by the Customer during the Service, no reimbursement or compensation will be made for the part of the Service not carried out due to the interruption requested by the Customer.
At the initiative of one of the establishments :
In the event of an exceptional event or the impossibility of making the type of room reserved available to the Customer, or in the event of force majeure, the Company's Establishment reserved may offer the Customer an accommodation solution in an Establishment of at least an equivalent category or, if it is of a lower category, a room of a higher standard than that originally reserved, for services of the same nature. If the Customer does not accept the proposed alternative solution, he/she is free to request cancellation of the Service booked, in return for reimbursement of all sums paid by him/her for the booking of the cancelled Service.
VII. COMMITMENTS AND RESPONSIBILITIES OF THE CUSTOMER
All persons staying at the establishment must be able to present a valid form of identification on check-in/arrival. If they fail to do so, the Company's Establishment may refuse to rent them a room and/or cancel the reservation they have made, without any possibility of reimbursement.
Foreign customers, including accompanying adults and teenagers aged over 15, will be required to complete an "individual police form". Children under the age of 15 may appear on the card of an accompanying adult. The information contained in these forms is governed by articles R.814-1 to R.814-3 of the Code de l'entrée et du séjour des étrangers et du droit d'asile.
Le client ne peut introduire dans la chambre des tierces personnes qu’après avoir sollicité l’autorisation expresse de l’Etablissement de la Société qui se réserve le droit d’effectuer toutes les vérifications nécessaires et de facturer d’éventuels suppléments.
Nous accueillons bien volontiers les chiens à condition qu’ils soient tenus en laisse dans toutes les parties communes de l’établissement, étant précisé que l’Etablissement de la Société peut refuser d’accueillir tout animal de compagnie ou autre susceptible de présenter un risque de sécurité pour les autres occupants, l’appréciation de ce risque étant laissée à la discrétion des Etablissements de la Société. Pour des raisons d’hygiène, les animaux ne sont pas admis dans les espaces de restauration ni aux abords des piscines, espaces fitness, spa et espace de bien être (ces dispositions ne s’appliquent pas aux chiens guide d’aveugle ou d’assistance). Afin de garantir la tranquillité de chacun, les animaux ne doivent pas être laissés seuls sans surveillance. Un supplément tarifaire par animal pourra vous être facturé, nous vous invitons à vous reporter aux conditions particulières de chaque Etablissement sur le Site pour connaître les modalités d’acceptation.
Les Etablissements de la Société se réservent la possibilité de ne pas recevoir ou d’expulser, sans remboursement, les Clients dont la tenue est indécente et négligée, dont la tenue est destinée à dissimuler le visage (Loi N°2010-1192 du 11 octobre 2010), les Clients ayant un comportement bruyant, incorrect ou alcoolisé, les Clients dont le comportement est contraire à l’hygiène, aux bonnes mœurs et à l’ordre public. Une tenue correcte est exigée aux restaurants et dans les espaces publics de chaque Etablissement.
Le Client est courtois et respectueux vis-à-vis du personnel de chaque Etablissement. A peine d’exclusion sans remboursement, le Client s’abstient à son égard de toute violence verbale ou physique, de tout comportement ou propos raciste ainsi que de toute forme de harcèlement.
Le Client accepte de ne pas utiliser les ressources informatiques mises à sa disposition au sein des Etablissements (notamment le réseau Internet Wifi), à l’effet d’enfreindre la réglementation applicable.
Afin de respecter la vie privée et le droit à l’image des autres clients d’un Etablissement de la Société, le Client s’interdit de les prendre en photographie dans l’enceinte de l’Etablissement ou de ses dépendances et/ou de publier les photographies prises dans de telles conditions.
Le Client accepte et s’engage à utiliser la chambre ainsi que les espaces communs mis à sa disposition, de manière raisonnable. Tout dégât occasionné par le Client ou par les occupants de son fait dans la chambre ou dans les différents espaces occupés par lui au cours de son séjour, doit être signalé à la réception de l’Etablissement et pourra lui être directement facturé à hauteur des frais de remise en état.
Pour des raisons de sécurité et pour le respect de chacun, il est formellement interdit de fumer dans l’enceinte de l’Etablissement. Conformément au Code de la santé public dans ses dispositions fixant les conditions d’application de l’interdiction de fumer dans les lieux affectés à un usage collectif, fumer dans l’Etablissement expose le client à l’amende prévue pour les contraventions de la troisième classe ou à des poursuites judiciaires.
Le client pourrait se voir imposer une pénalité allant jusqu’à 2 000 euros s’il ne respecte pas l’affichage prescrivant l’interdiction de fumer dans sa chambre.
Sauf disposition expresse contraire, le Client doit quitter la chambre avant 11.00 heures le jour de la fin de la réservation. A défaut, il lui sera facturé une nuitée supplémentaire.
Toute réservation ou paiement qui seraient irréguliers, inopérants, incomplets ou frauduleux pour un motif imputable au Client entraînera l’annulation de la commande aux frais du Client, sans préjudice de toute action civile ou pénale à l’encontre d’un des Etablissements de la Société.
VIII. ENGAGEMENTS ET RESPONSABILITES DES ETABLISSEMENTS DE LA SOCIÉTÉ
Les Etablissements de la Société sont tenus de la garantie de conformité des Services, dans les conditions des articles L. 217-1 et suivants du Code de la consommation.
La Société s’engage, dans le cadre d’une obligation de moyens, à fournir un accès aux Etablissements et aux Services proposés en respectant les Conditions Générales, et à agir avec diligence et compétence et mettre tout en œuvre, dans une limite raisonnable, afin de remédier à tout trouble ou dysfonctionnement porté à sa connaissance.
Les Etablissements de la Société pourront cependant se trouver dans l’obligation de suspendre momentanément le Service sans préavis, notamment pour des raisons techniques de maintenance ou de sécurité, sans que ceci n’entraine sa responsabilité.
Dans le contexte exceptionnel d’une crise sanitaire ou autre, si des mesures restrictives d’accès voire d’interdiction d’utilisation de certains espaces recevant du public, étaient prises par les autorités administratives compétentes, le Client est informé que la Société et les Etablissements concernés pourraient restreindre, partiellement ou totalement, l’accès à certains Services ou lieux au sein des Etablissements, sans que la responsabilité de la Société ne puisse être recherchée. Dans une telle hypothèse, la Société s’engage à informer le Client, dans les meilleurs délais, des restrictions mises en œuvre et des conséquences sur le Service réservé. Le Client ne pourra prétendre à aucune indemnisation dans de telles circonstances.
Le Client reconnait et accepte que la responsabilité de la Société ne saurait être engagée pour tous les inconvénients ou dommages liés à l’utilisation du réseau Internet, dont, sans que cette liste soit limitative :
- Poor transmission and/or reception of any data and/or information on the Internet;
- The failure of any reception equipment or communication lines; and
- Any malfunction of the Internet network preventing the Site from functioning properly.
Les Sites internet des Etablissements peut renvoyer vers des liens hypertextes d’autres sites Internet édités et gérés par des Partenaires pour lequel la Société dégage toute responsabilité quant au contenu de ces sites Internet et aux services qui y sont proposés. A cet égard, il est précisé que les Partenaires sont responsables de la promotion des offres diffusées sur leurs propres sites Internet. La décision de consulter des sites Internet tiers relève donc de la pleine et entière responsabilité du Client.
Conformément aux lois et règlements régissant les droits de propriété intellectuelle, l’utilisation et/ou la reproduction de tout ou partie des éléments composant les offres de la Société présentes sur le(s) Site(s) sont strictement interdites, de même que toute reproduction des décors et/ou éléments caractéristiques des Etablissements de la Société.
Les photographies présentées sur le(s) Site(s) ne sont pas contractuelles. Même si tous les meilleurs efforts sont faits pour que les photographies, représentations graphiques et les textes reproduits pour illustrer les Etablissements de la Société présentés, donnent un aperçu aussi exact que possible des prestations d’hébergement proposées, des variations peuvent intervenir, notamment en raison du changement de mobilier, de rénovations éventuelles ou encore des phénomènes climatiques. Le Client ne peut prétendre à aucune réclamation de ce fait.
IX. PRIX ET PAIEMENT
Prix :
Les prix afférents à la réservation des services sont communiqués avant, pendant et après la réservation.
Les prix communiqués s’entendent par chambre / suite / villa pour le nombre de personne(s) et le(s) date(s) sélectionnée(s). Sauf mention contraire, les services complémentaires (petit déjeuner, demi-pension, pension complète…) ne sont pas inclus dans le prix. Lors de la confirmation de la réservation du Client, le montant total de la réservation de services sera indiqué.
Les prix tiennent compte de la TVA applicable au jour de la réservation et tout changement du taux applicable à la TVA sera automatiquement répercuté sur les prix indiqués à la date de facturation.
L’ensemble des frais supplémentaires applicable au tarif sélectionné et leur mode de calcul sont explicitement communiqués avant et lors de la réservation. Il s’agit de la taxe de séjour, de la contribution employés, des frais de service et des frais de règlement par carte bancaire lorsqu’ils sont applicables selon les Conditions de vente du tarif.
Les prix sont confirmés au Client toute taxe comprise (TTC), dans la devise commerciale de l’Etablissement (l’Euro). Les prix communiqués ne sont valables que pour une durée déterminée. Toutes les réservations, sont payables dans la monnaie locale de l’Etablissement.
Si un tarif implique que le paiement doit être s’effectué directement à l’Etablissement dans une monnaie autre que celle confirmée sur la réservation, les frais de change (conversion et frais bancaires) sont à la charge du Client. A noter que s’il apparaît une conversion de la monnaie confirmée sur la réservation en une autre monnaie, elle est donnée à titre purement indicatif et non contractuelle, compte tenu notamment de la possible évolution des taux de change entre la date de réservation et la date de séjour à l’établissement.
La taxe de séjour, et toute autre taxe spécifique aux communes indiquées pour chaque tarif, est à régler directement sur place auprès de l’Etablissement sauf dans le cas d’un prépaiement en ligne où ce montant peut être inclus.
Toute modification ou instauration de nouvelles taxes légales ou réglementaires imposées par les autorités compétentes seront automatiquement répercutées sur les prix indiqués à la date de la facturation. Ces taxes seront communiquées au Client au moment de la réservation, si ces dernières sont connues de l’Etablissement à ce moment-là. A défaut, elles seront affichées à la réception de l’Etablissement de la Société réservé. Le Client s’engage à régler les différentes taxes, sans contestation aucune auprès de l’Etablissement réservé.
Les Etablissements de la Société garantissent que leurs meilleurs tarifs sont proposés sur les Sites. Si après avoir réservé un Etablissement de la Société sur les Sites, le Client trouve dans les 24 heures suivant sa réservation une offre équivalente pour la ou les mêmes dates, à un tarif inférieur pour le même Etablissement, le même nombre de personnes et le même type de chambre, les mêmes prestations (petit-déjeuner, etc) aux mêmes conditions de vente (annulable ou non, remboursable ou non) sur un autre site Internet (hors exclusion), hors taxe de séjour mais frais de dossier inclus, les Etablissements de la Société vous garantissent ce tarif assorti d’un produit additionnel à la discrétion de l’Etablissement.
Paiement :
A la fin du parcours de réservation, un lien de paiement sera adressé au Client, sur l’adresse électronique renseignée pendant le parcours de réservation. Les Conditions de vente du tarif de chaque Etablissement détaillent les modalités de paiement (montant des arrhes, dates et conditions de règlement, et conditions de remboursement), qui peuvent être différentes en fonction des Etablissements concernés et des Services réservés.
En cliquant sur le lien de paiement, le Client sera dirigé vers le site internet du prestataire de paiement de la Société, Lyra. Ce prestataire utilise un outil de paiement sécurisé par cryptage des coordonnées bancaires et est certifié PCI DSS.
Si le Client utilise le moteur de réservation en ligne pour effectuer sa réservation, il sera, à la fin du parcours de réservation, directement dirigé vers le site internet du prestataire de paiement Lyra.
Le Client doit communiquer, pendant le parcours de réservation, ses informations de paiement pour valider la réservation du ou des Service(s) choisi(s). Les cartes bancaires acceptées sur le Site Internet des Etablissements sont les suivantes : Visa, Mastercard et American Express. La Société se réserve le droit de modifier cette liste à tout moment.
Le Client communique ses données de paiement soit pour prépayer la réservation avant le séjour, soit au titre de garantie de la réservation en cas de « non-présentation ». Lorsqu’il s’agit d’une carte bancaire, les informations requises sont : le numéro de carte bancaire, sans espaces entre les chiffres, le nom du titulaire de la carte, la date de validité (il est précisé que la carte bancaire utilisée doit être valable au moment du séjour) et le cryptogramme visuel dans le cadre d’un prépaiement.
Le partenaire désigné effectue des vérifications de sécurité sur la carte de paiement du Client, telles que le contrôle d’encours, contrôle du pays de la carte, contrôle du pays de l’adresse IP. La carte peut être refusée pour diverses raisons, notamment en cas de vol, de blocage, de dépassement de plafond, ou d’erreur de saisie etc. Cependant, le paiement doit être finalisé, sans exception, afin de confirmer la réservation et il est de la responsabilité du client de s’en assurer.
En cas de refus de paiement de la banque, la réservation sera automatiquement annulée. Par ailleurs, toute Réservation ou paiement qui seraient irréguliers, inopérants, incomplets ou frauduleux pour un motif imputable au Client entrainera l’annulation de la réservation aux frais du Client, sans préjudice de toute action que la Société pourrait intenter à l’encontre de ce dernier.
Dans le cadre de la lutte contre les fraudes sur internet, les informations relatives à la réservation du Client peuvent être transmises à tout tiers habilité par la loi ou désigné par la Société aux seules fins de vérification de l’identité du Client, de la validité de la réservation, et du mode de règlement utilisé. La Société se réserve le droit de demander une photocopie de la carte d’identité du Client et/ou toute information relative au Client dans le cadre de ce contrôle.
Le débit de la carte bancaire renseignée est effectué au moment de la validation du paiement, après confirmation de la banque émettrice de la carte. Conformément aux dispositions de l’article L. 132-2 du Code monétaire et financier, l’engagement de payer, donné au moyen d’une carte de paiement est irrévocable. En conséquence, en communiquant les informations relatives à sa carte de paiement, le Client autorise la Société, et/ou les Etablissements à débiter sa carte de paiement du montant correspondant au prix total, T.T.C, du Service réservé. Le Client déclare qu’il est le titulaire de la carte de paiement renseignée, à débiter, et que le nom figurant sur la carte de paiement est effectivement le sien.
Le paiement par virement pourra également être sollicité par l’Etablissement pour des réservations dont le montant est supérieur à 2 500 euros ou sur demande expresse du client.
En cas de paiement à l’Etablissement, chaque Etablissement de la Société peut accepter des moyens de paiements différents mais le Client doit présenter à l’Etablissement la carte bancaire lui ayant permis de garantir la réservation ou de réaliser le prépaiement afin de s’assurer de l’identité du Client. L’Etablissement pourra également lui demander de présenter une pièce d’identité à des fins de prévention des fraudes à la carte bancaire.
Si le Client n’a pas prépayé son séjour, l’Etablissement demandera au Client, lors de son arrivée, un dépôt de garantie ou une autorisation de débiter la carte bancaire en vue de garantir le séjour correspondant au montant total des nuitées réservées augmenté du montant forfaitaire par personne et par jour, variant selon l’Etablissement, en vue de garantir les éventuelles consommations supplémentaires.
Cette même garantie sera exigée auprès des tiers invités.
En cas de non-présentation, c’est-à-dire en cas de réservation non annulée mais pour laquelle le client ne s’est pas présenté à l’Etablissement le jour réservé et dans la mesure où la réservation aura été garantie par carte bancaire, l’Etablissement de la Société réservé débitera la somme d’une nuit réservée, à titre d’indemnité due en raison du préjudice subi du fait de la non-présentation. Si plusieurs nuits étaient réservées, les modalités d’annulation attachées au tarif réservé s’appliqueraient.
Si le montant dû n’est pas réglé au moment du départ, l’Etablissement procédera au prélèvement du montant total sur la carte bancaire qui a servi de garantie.
In addition, in the event of damage to the room, walls, furniture or equipment by the Customer, the Establishment will inform the Customer and charge the cost of cleaning or replacing the damaged equipment to the credit card used as a guarantee.
For stays of more than one week in one of our establishments, the Customer will receive a weekly invoice covering all services, items and consumption over the last seven days.
X. PERSONAL DATA
Your personal data requested as part of your booking, i.e. your title, surname, first name, postal address, telephone number with country code, e-mail address, payment card details (number, type of card, name of cardholder, expiry date and security code if sent to us), as well as any data communicated or generated by your browsing, constitute confidential data.
It is only accessible to the Company and to our subcontractor in charge of managing our "reservations" pages and is used to process your reservations and stays and; provided that you have accepted by ticking the corresponding box, to send you our newsletter, or to respond to your requests or communicate commercial offers. They are kept for the time necessary for the commercial relationship established between the Customer and the Company.
Certain information requested in the forms is compulsory and is indicated by an asterisk. If the Customer chooses not to provide this information, the Establishment will not be able to process the request.
Pursuant to the amended French Data Protection Act of 6 January 1978 and the General Data Protection Regulation (2016/679), the Customer has the right to access, rectify, delete and request a restriction on the processing of personal data concerning him or her.
Customers also have the right to oppose the processing of their data for legitimate reasons and the right to oppose the processing of their data for commercial prospecting purposes.
For more information on the processing of their personal data and on all their rights, Customers may consult the privacy policy of the Company's Establishments:
For Château de Berne: https://www.chateauberne.com/politique-de-confidentialite/
For Château Saint-Roux: https://www.chateausaintroux.com/politique-de-confidentialite/
For Ultimate Provence: https://www.ultimateprovence.com/politique-de-confidentialite/
Customers may exercise their rights at any time by sending an e-mail to the Establishment concerned:
For Château de Berne: [email protected]
For Château Saint-Roux: [email protected]
For Ultimate Provence: [email protected]
In accordance with articles L.223-1 and L.223-2 of the French Consumer Code, consumers who do not wish to be the subject of commercial canvassing by telephone can register free of charge on a telephone canvassing opposition list. This list can be accessed via the following website: https://www.bloctel.gouv.fr/
XI. EVIDENCE AGREEMENT
Entering the required bank details and accepting these General Terms and Conditions and the booking request constitutes acceptance of the hotel contract between the parties, which has the same value as a handwritten signature.
The computerised records stored in the Company's computer systems will be kept in reasonable conditions of security and will be considered as proof of communications, orders and payments between the parties.
XII. INTELLECTUAL PROPERTY RIGHTS
The trademark and logo "MDCV", "Domaines de Provence", the names of the Establishments and the logos "Château de Berne", "Château Saint-Roux", "Château des Bertrands", "UP", "Ultimate Provence", as well as all the figurative trademarks, and more generally, all the illustrations, images, drawings, logos appearing and used on the Establishments' Internet Site belong to the Company, or are used by the Company by virtue of a valid right of use.
Any total or partial reproduction, modification or use of these trademarks, illustrations, images and logos, for any reason whatsoever and on any medium whatsoever, without the express prior consent of the Company, is strictly prohibited. In particular, the use and reproduction of all or part of the elements of the Services presented on the Internet Site of the Establishments as well as the reproduction of the decor of the Houses are strictly prohibited.
XIII. FORCE MAJEURE
The Company may not be held liable to the Customer in the event of non-performance of its obligations resulting from an event of force majeure.
Similarly, the Client may not be held liable to the Company 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. The following are considered to be cases of force majeure or fortuitous events, as usually recognised by the case law of the French Courts and Tribunals, including but not limited to: any event of a climatic, bacteriological, military, political, economic, social or IT nature, on such a scale, beyond the control of the parties, which could not reasonably have been foreseen at the time of conclusion and the effects of which cannot be avoided by appropriate measures, preventing the performance of a contractual obligation.
The reserved Establishment may offer the Customer an accommodation solution in an Establishment of at least equivalent category or, if it is of a lower category, a room of a higher level than that originally reserved, for services of the same nature. Any additional costs associated with this change of accommodation, for services of the same nature, will be borne by the Establishment originally booked. The Customer may also cancel the booking, in which case a credit note will be issued or an immediate refund made.
XIV. INTEGRALITY
These General Terms and Conditions of Sale, the conditions of sale of the fare booked by the Customer, and the booking confirmation express the entirety of the obligations of the parties.
No general or specific 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 form or request (including the Conditions of Sale for the fare booked) that has been validated by the Customer and these General Conditions.
In the event of any contradiction between the booking confirmation and these General Terms and Conditions, the provisions set out on the booking confirmation shall be the only ones applicable to the obligation in question.
XV. APPLICABLE LAW AND SETTLEMENT OF DISPUTES
In the event of a dispute relating to these General Terms and Conditions or any other dispute with one of the Company's Establishments, the parties will endeavour to find an amicable solution. To do this, the Customer must first contact the Establishment concerned by e-mail or by post using the contact details indicated on each Site.
Information about the Establishment is available in the booking confirmation email, and on the Establishment details page on the Establishment website.
These General Terms and Conditions of Sale are governed by French law. This applies to both substantive and formal rules.
In the absence of an amicable agreement or a response from the Establishment within two months, the Customer may refer the matter to the Consumer Ombudsman, whose contact details are as follows:
- Or by completing the form provided on the AME CONSO website: www.mediationconso-ame.com ;
- Or by post addressed to AME CONSO, 197 Boulevard Saint-Germain - 75007 PARIS.
Customers are also informed of the existence of a European Online Dispute Resolution ("ODR") platform to which they may have recourse. The Customer can access this platform via the following link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=FR
XVI. PRE-CONTRACTUAL INFORMATION
The Customer expressly acknowledges having been informed, prior to confirmation of their booking, in a legible and comprehensible manner, by means of the General Terms and Conditions and the Fare Sales Terms and Conditions, in accordance with the provisions of article L. 221-5 of the French Consumer Code:
- On the essential characteristics of the Services,
- On the prices of Services and any ancillary costs;
- Cancellation and modification conditions for reserved Services;
- The identity of DOMAINES DE PROVENCE and its establishments, and their contact details;
- Applicable legal and contractual warranties;
- On the possibility of using conventional mediation in the event of a dispute ;
- the absence of a right of withdrawal; and
- Payment methods.
Consequently, the fact that a Customer makes a reservation on the Website of one of the Establishments implies full and complete acceptance of the General Terms and Conditions, and an obligation to pay for the Services reserved, which is expressly recognised by the Customer, who waives, in particular, the right to rely on any contradictory document, which would be unenforceable against DOMAINES DE PROVENCE and/or the Establishments.
