INTRODUCTION
The purpose of these General Conditions is to define the methods in which Terre de Provence allows its customers to benefit from all of its services.
Terre de Provence Hôtel & Spa is a brand of SAS Jean-Louis Bégel whose head office is located in La Salle les Alpes (05240), Chemin de Serre-Panenc, registered with the Gap RCS under number 383 581 725.
The client is invited to carefully read these General Conditions of Service, the prior acceptance of which is compulsory for the reservation of all services offered by Terre de Provence.
Terre de Provence has the right to modify, at any time, all or part of the General Conditions. In this case, the new version of the General Conditions will be available in the various brochures or media. However, the customer will only be bound by the version of the General Conditions of Service in force at the time of his reservation.
1 – Description of services
Terre de Provence offers accommodation services as well as additional services.
Accommodation service: the essential characteristics of the offer, the availability dates, the price, the payment conditions and the cancellation conditions are presented during the booking process chosen by the client (reservation by phone, by email or online) but also in the special service conditions entitled «The Art of Living» left in each room or given or sent on request to the customer.
Complementary services: Terre de Provence offers complementary services such as breakfast, dinner, bar consumption, as well as the use of the spa and fitness areas. The implementation of these conditions are described in the same conditions as the hosting services.
2 – Booking process
Reservation by phone or email: the receptionist informs the client about the hotel services, availability for requested dates as well as the corresponding prices (choice: flexible or prepaid rates also known in the business industry as Not Cancellable and Non refundable). The customer can choose the type of room. The customer informs the hotel of the number of people present, name, first name, telephone number, customer email address, credit card details to secure their reservation.
Once this information is given, the booking is confirmed by the receptionist and by an automatically sent email along with the summary of the reservation + contact details of the hotel.
Reservations by internet (official hotel website or OTAs: example: Booking, Expedia …) the client chooses the dates and rooms available with the possibility of adding comments (requirements) and booking additional hotel services in advance. To finalize his reservation, the customer must provide his personal and bank details for the security deposit or payment of the reservation according to the chosen rate (flexible or prepaid). A confirmation of the reservation is sent by the official website or by the OTA.
The information collected is stored in our various reservation systems on a secured and SSL certified database.
The operating company keeps your personal data only for the necessary period of time of processing in accordance with the law.
3 – Price and payment
Price: the price varies according to the dates of stay, the number of people (tourist taxes) and the type of room (Double, superior, superior on the courtyard side, duplex and deluxe). Three rates are available: flexible, NANR , as well as negotiated rates for professionals with an OTA.
Payment : the customer communicates his payment data (bank card) to confirm his reservation before his stay, whether it is an online reservation or by telephone directly with the hotel reception.
On the day of his arrival, to guarantee his reservation, a pre-authorization for the amount corresponding to the stay will be made on the bank card given as guarantee at the time of reservation. If the card is found to be invalid, Terre de Provence will contact the customer by phone and by email. Without customer return by 3:00 p.m., Terre de Provence will cancel the customer’s reservation.
Upon the customer’s arrival , he must present his bank card and an identity document of the same name. Otherwise, Terre de Provence will cancel the reservation. A pre-authorization for the sum of € 110 as a deposit will be made on this same credit card, without debiting the amount but by blocking the amount. This amount will be cashed in the event of damage, non-compliance with the rules displayed in the room or in the event of nighttime noise, triggering of the fire alarm, late departure or any other inappropriate behaviour. Otherwise, this pre-authorization amount will be released between 24 and 48 hours after the customer’s departure.
During the entire stay: all of the additional services described above will be billed to the client’s room. Payments are centralized at reception.
During check-out, the receptionist reviews the services billed for the room and identifies the bank card to be debited for immediate payment of all services.
4 – Cancellation or modification of the reservation
The possibility to modify or cancel the reservation differs depending on the method of reservation:
• Direct reservations (reception or official website) with flexible rate: possibility of modifying or cancelling your reservation free of charge until 6 p.m. on the day of arrival, by contacting the hotel by phone or email. At 6:00 p.m., the reservation automatically becomes non-modifiable, non-refundable if it has not been cancelled before the deadline.
• Direct bookings (reception or official website) with non-modifiable, non-refundable prepaid rate: modification or cancellation without charge become impossible because prepayment is done at the time of booking. No refund possible. The price of the reservation (without tourist taxes) is collected by the hotel.
• Reservations with the assistance of an OTA(online travel agency) with flexible rate: possibility of modifying or cancelling the reservation free of charge until 6 p.m. on the day of arrival. The customer must make his own modification or cancellation on the website of the OTA through which he made his reservation.It is not possible for the hotel to do this directly. At 6:00 p.m., the reservation automatically becomes NANR, i.e. non-refundable if it has not been cancelled before the deadline.
• Reservation with the assistance of an OTA with NANR prepaid rate: modification or cancellation without charge is impossible because there is prepayment for the reservation. No refund will be possible. The price of the reservation (without tourist taxes or additional services) is collected by the hotel.
5 – Customer responsibility
The customer is solely responsible for his choice of services. He is also responsible for the information he provided at the time of his reservation.
The customer agrees to use the services offered to him in accordance with the regulations and in particular the Internal Regulations displayed in the Spa Balnéa premises including the General Rules and the rules for the use of the equipment. The swim lane area can be dangerous. The surveillance rules notice, especially for children, must be observed. The use of the swimming lane is free to access, without supervision. The customer undertakes to comply with the restrictions for use concerning children under the age of 16 stipulated in the special conditions «L’Art de Vivre».
In the event of a breach by the customer of his obligations, the latter is liable for damage caused by him to the hotel or to other customers.
Any inappropriate behaviour contrary to morality and public order (making inappropriate and humiliating remarks, making sexual allusions, disrespecting hotel staff, being intoxicated or under the influence of prohibited substances ) as well as more generally the non-compliance with the General Conditions of Service will lead the Maître de Maison responsible for the operation of the hotel to ask the client to leave the premises without any compensation and without any refund.
The customer also undertakes that the IT resources made available to him by the hotel will in no case be used for practices contrary to public decency and good practice.
6 – Responsibility of the hotel
Terre de Provence is committed within the framework of its obligations to provide the customer with the services offered while respecting the General Conditions of Service as well as the specific conditions called «L’Art de Vivre».
He undertakes to act diligently and competently and to do everything in his power within a reasonable time to remedy any malfunction brought to his notice.
In the event of a force majeure or for any exceptional event which prevents Terre de Provence from carrying out its service and in particular from making the reserved room available to the customer, Terre de Provence may reserve the possibility of accommodating the customer in an establishment of equivalent category , subject to the prior agreement of the client.
7 – Complaint – Litigation
The General Conditions are governed by French law. The customer can, in case of disagreement, make a complaint to his interlocutors on site. If the response given does not satisfy him, he can send a complaint by indicating his contact details at the following address: SAS Jean-Louis Bégel – complaint service – Chemin de Serre-Panenc – 05240 La Salle les Alpes.
In the event of a lasting dispute, the Commercial Court of Gap has the power to make a final decision.