General Terms and Conditions of Sale
1. Purpose and scope of the General Terms and Conditions of Sale
These General Terms and Conditions of Sale (GTCS) govern all services offered by Hotel Cloître Saint Louis, 20 rue du Portail Boquier – 84000 Avignon (the “Hotel”), operated by CLOÎTRE SAINT LOUIS, a simplified joint-stock company with share capital of €76,380, registered with the Avignon Trade and Companies Register under number 382 499 937, intra-community VAT number FR08382499937.
Contact: reservation@cslavignon.com – +33 (0)4 90 27 55 55 – www.hotel-cloitre-saintlouis-avignon.fr
They apply to all individual reservations made on the Hotel’s website, by telephone, email or on-site, by any natural or legal person (the “Guest”), limited to five (5) rooms per arrival date.
Reservations made on the website or directly are individual reservations at the public rate. Any professional making a reservation on the website or directly accepts these GTCS.
The Guest must accept these GTCS by ticking the relevant box before confirming their reservation. Only the online version in force on the date of reservation shall be binding; any subsequent amendment shall not apply to reservations already made.
In the event of any inconsistency, the specific terms and conditions of the booked rate, indicated at the time of booking and reiterated in the confirmation, shall apply.
These GTCS shall prevail over any general terms and conditions of purchase or any other document issued by the Guest, unless otherwise expressly agreed in writing by the Hotel.
2. Reservation and conclusion of the contract
When making an online reservation, the Guest must:
– provide all requested contact details,
– select the chosen services and rate,
– review and confirm their reservation,
– provide their bank card details, as a guarantee or for payment depending on the selected rate.
The reservation shall only become final once the Hotel has sent written confirmation stating, in particular, the reservation number, the Guest’s name, the stay dates, the number of rooms and persons, the booked services, the rate and its cancellation terms, and the total price.
Providing the bank card number and final confirmation of the reservation constitute acceptance thereof. The data recorded by the reservation system and the confirmation constitute proof of the transaction and shall have the evidentiary value of a private agreement.
The Hotel reserves the right to refuse any reservation from a Guest with whom a dispute exists, or in the event of fraudulent use of the website.
3. Amendment of the reservation
Reservations at non-cancellable and non-refundable rates, special offers, or reservations during the Festival and blackout dates may not be amended.
For other reservations, the Guest may amend their reservation (dates, length of stay, room type, number of persons) online, via the reservation management link included in the confirmation email or on the Hotel’s website, within the deadlines set out below.
The amendment shall only take effect once the Hotel has sent a new confirmation by email, subject to availability and at the rate applicable on the date of the request. Failing this, the initial reservation shall remain payable under its original terms.
The applicable deadlines are as follows:
Booked rate | Latest amendment deadline |
|---|---|
Flexible rate, excluding Festival and blackout dates | Day before arrival, 6:00 p.m. (local time) |
Festival, blackout dates, special offers | No amendments |
Non-refundable rate | No amendments |
Any reduction in the length of stay constitutes a partial cancellation.
4. Full or partial cancellation
Any reduction in the number of rooms or nights shall be considered a partial cancellation.
Cancellations must be made online, via the reservation management link included in the confirmation email or on the Hotel’s website. The date used to calculate cancellation charges shall be the date on which the cancellation is registered online, as confirmed by the Hotel’s cancellation email.
Amounts due in respect of cancellation constitute a contractual penalty intended to provide fixed compensation for the Hotel’s loss of revenue.
4.1 Cancellation – flexible rate, excluding Festival and blackout dates
Up to the day before arrival, 6:00 p.m. | No charge |
After this deadline | Charge for the first night of the stay |
4.2 Cancellation – Festival, blackout dates, special offers and non-refundable rates
Regardless of the cancellation date | Charge for the full stay, with no refund |
4.3 Failure to arrive at the Hotel (no-show)
In the event of a no-show, the reservation shall be charged according to the scale below, excluding tourist tax:
Flexible rate, excluding Festival and blackout dates | Charge for the first night of the stay |
Festival, blackout dates, special offers, non-refundable rates | Charge for the full stay |
Any guaranteed reservation shall be held until 12:00 noon (local time) on the day following the scheduled arrival date. Guests planning to arrive after 10:00 p.m. must inform the Hotel. If the Guest does not arrive by this time, the reservation shall be considered a no-show.
In the event of a no-show on the first day of a stay of two nights or more, the Hotel shall not be required to retain the room for subsequent nights.
5. Accommodation
Rooms are available from 4:00 p.m. and must be vacated before 12:00 noon.
The Hotel welcomes requests for early check-in or late check-out, subject to availability on the day. These services are charged at twenty euros (€20) including VAT per hour started.
Upon arrival, the Guest must present an identity document and the bank card used for the reservation, and, where applicable, complete a police registration form in accordance with regulations.
The number of occupants in the room may not exceed the number indicated in the reservation. Visitors are not permitted in guest rooms.
Pets are accepted with the Hotel’s prior authorisation, excluding dangerous animals, for an additional charge of fifteen euros (€15) including VAT per animal per night.
The establishment is entirely non-smoking. Any breach shall result in a cleaning and restoration charge of two hundred and fifty euros (€250) including VAT, together with lost room nights at the best available rate until the room is made available for sale again. Any activation of the fire alarm related to such breach shall be charged at two hundred euros (€200) including VAT.
Any room key not returned to reception upon departure shall be charged at two euros (€2) including VAT per key, based on the guarantee taken upon arrival.
Bicycle storage is charged at three euros (€3) including VAT per day and per bicycle.
The Guest must respect other guests’ rest, particularly between 10:00 p.m. and 8:00 a.m. Any disturbance, even during the daytime, may result in the Guest being expelled without refund.
Any booked room that is not occupied and has not been cancelled in accordance with Article 4 shall be charged to the Guest in accordance with the conditions applicable in the event of a no-show (Article 4.3).
6. Catering and ancillary services
Breakfast may or may not be included depending on the booked rate.
Ancillary services and packages may only be booked together with a stay and may only be used during that stay. They are subject to the stay’s amendment and cancellation terms.
Services included in the rate, contract or quotation (breakfast, meals, packages, ancillary services) that are not used shall not give rise to any refund or deduction.
The luggage porter service is charged at ten euros (€10) including VAT per item of luggage, including delivery to the room upon arrival and collection upon departure. It must be requested no later than fifteen (15) days before arrival and may be cancelled free of charge up to four days before arrival. It may be provided by an external company. The number of items of luggage is counted upon arrival and departure to ensure accurate billing.
7. Use of rooms and works
Rooms are reserved exclusively for accommodation purposes. Any other use (photo shoots, filming, showrooms, interviews, etc.) is prohibited.
Photographs published on the website are as accurate as possible but have no contractual value. Variations may occur, particularly in the event of renovation or changes to furnishings.
Maintenance, renovation or compliance works may be carried out during the stay without constituting a breach of contract. The Hotel undertakes to limit any inconvenience. Such works shall not give rise to cancellation, compensation or a price reduction, except where accommodation is entirely impossible.
In the event of exceptional unavailability of a room or service due to technical reasons, the Hotel may offer a room change, equivalent alternative accommodation or postponement, without additional compensation.
Relocation:
If the Hotel is unable to accommodate the Guest in the confirmed room, it may relocate them to an establishment of an equivalent category or, failing that, to the nearest available establishment.
Where relocation results from circumstances attributable to the Hotel, the Hotel shall cover, for the first night only:
– the difference in price between the booked rate and the rate at the alternative establishment,
– transport for the Guest to that establishment.
Nights not spent at the Hotel shall not be charged.
No costs shall be covered in the event of works or a technical incident referred to in this Article, force majeure (Article 10) or closure of the Hotel (Article 11).
8. Right of withdrawal
In accordance with Article L. 221-28, 12° of the French Consumer Code, accommodation services provided on a specific date are not subject to a right of withdrawal.
Reservations are exclusively subject to the amendment and cancellation terms set out in these GTCS and in the booked rate.
9. Complaints
Any complaint must be submitted in writing to Management: Cloître Saint Louis, 20 rue du Portail Boquier, 84000 Avignon – direction@cslavignon.com, stating the reservation number, within fifteen (15) days following the end of the stay.
After this period, no complaint may be considered.
10. Force majeure and inability to operate
Where an external event prevents the normal operation of the Hotel, the Hotel may adapt the accommodation arrangements (room change, alternative accommodation), postpone the stay or, if no satisfactory solution can be offered, cancel the reservation.
Amounts paid by the Guest for services not provided and not postponed shall then be refunded, without any other compensation or damages of any kind.
External events deemed to make operation of the Hotel impossible or abnormally difficult include, in particular: a major technical incident (structural failure, disaster, water damage, failure of essential installations), an administrative decision or order, closure or restriction imposed by a safety commission, non-compliance with regulations applicable to establishments open to the public, urgent safety works, interruption of energy supplies or essential networks, strike, terrorist attack, health crisis, or any other event comparable to force majeure.
11. Temporary or permanent closure of the Hotel
In the event of temporary or permanent closure of the Hotel, for any reason whatsoever (strategic decision, works, reorganisation, change of operation, inability to receive the public, administrative order, technical or safety non-compliance, etc.), the Hotel may cancel any forthcoming reservation or service.
The Hotel shall inform the Guest as soon as possible and, where possible, offer:
– alternative accommodation in an establishment of an equivalent category, or
– a suitable postponement date, subject to availability.
If no acceptable alternative solution is possible, the amounts paid by the Guest in respect of the reservation shall be refunded in full.
This provision shall not be construed as fault on the part of the Hotel where the inability to provide the services results from closure of the premises.
12. Liability, insurance, damage and safety
The Guest is liable for any damage caused to the premises, furniture, equipment and outdoor areas by themselves, persons accompanying them or their visitors. The Hotel may require the Guest to leave the establishment without refund and may charge for restoration.
The Hotel declines all liability in the event of loss, theft or damage to personal belongings, subject to legal provisions applicable to deposited items. Valuables must remain under the Guest’s constant supervision.
Hotel staff are authorised to suspend any activity that presents a safety risk, seriously disturbs the peace of the establishment or breaches applicable legislation.
Alcohol service may be refused to minors or persons who are intoxicated.
In the online reservation process, the Hotel is bound only by a best-efforts obligation. Its liability may not be incurred for damage resulting from use of the internet network (loss of data, intrusion, viruses, service interruption, etc.).
Limitation of liability (professional Guests):
With regard to professional Guests, the Hotel’s liability, on all grounds combined, is strictly limited to the total amount including VAT charged for the services concerned and actually paid. Under no circumstances may the Hotel be held liable for indirect, non-material or consequential damages, such as loss of business, loss of turnover, reputational damage or costs incurred with third parties.
It is the Guest’s responsibility to take out any additional insurance deemed necessary, including cancellation insurance.
13. Rates, invoicing and payment
Rates are stated in euros including VAT, per room and per night, for the selected number of persons and period, excluding tourist tax, which remains payable by the Guest and is paid on-site at the applicable rate.
Rates include only the services stated in the confirmation. They may be changed at any time; only the price stated in the reservation confirmation shall be contractual.
Rates may be changed in the event of legislative and/or regulatory changes likely to result in price variations (change in the applicable VAT rate, introduction of new taxes, etc.).
No stay booked before the introduction of a promotional offer may be refunded, even partially.
13.1 Guarantee and pre-authorisation
Every reservation is guaranteed by bank card, transmitted via a secure system. The Hotel may, at any time before arrival and during the stay, carry out a pre-authorisation on this card for the amount of the stay and extras.
Where a stay is paid for by a third party, the Hotel shall require the supporting documents necessary to ensure the security of the transaction.
13.2 Payment terms
Payments are made according to the booked rate:
– prepayment: the total amount of the stay is charged at the time of reservation,
– payment at the Hotel: the stay must be paid for no later than departure.
Payment security:
The Hotel never requests payment or bank details by messaging service (WhatsApp, SMS, reservation platform messaging services or otherwise). It never requests bank details by telephone or email, nor payment by bank transfer to an account communicated through these means. Payments are made exclusively on-site, via the Hotel website’s secure booking engine, or by means of a 3D Secure payment link issued by the Hotel.
If in doubt about a payment request, the Guest must contact the Hotel using the number stated on its official website before making any payment. The Hotel shall not be held liable for any payment made by another method or for the benefit of a third party, nor for any resulting losses; such payment shall not constitute settlement of the reservation.
13.3 Payment for extras (consumptions and services not included in the reservation)
Extras must be paid on-site before departure. Failing this, they shall be charged to the Guest’s bank card, which the Guest expressly accepts.
14. Personal data (GDPR)
Personal data collected by the Hotel in connection with reservations and the provision of services (name, contact details, payment information, stay preferences, etc.) are processed solely for the purposes of managing reservations, invoicing, customer relationship management and, where applicable, sending commercial information, subject to the consent of the data subject where required by law. They are communicated only to the Hotel’s service providers involved in the reservation and, upon request, to police and gendarmerie services for police registration forms. These data are retained for the period necessary to manage the commercial relationship and comply with applicable legal obligations. In accordance with the regulations in force, each person has the right to access, rectify, object to, erase, restrict and transfer their data, which may be exercised by contacting Management: Cloître Saint Louis, 20 rue du Portail Boquier, Avignon – direction@cslavignon.com. They may lodge a complaint with the CNIL.
These GTCS are supplemented by the Hotel’s personal data protection policy, available on the website.
In accordance with Article L. 223-2 of the French Consumer Code, consumer Guests may register on the Bloctel telephone solicitation opt-out list (www.bloctel.gouv.fr).
The Hotel’s common areas and car park are under video surveillance. The Wi-Fi access provided may not be used to reproduce or distribute protected works without the authorisation of the rights holders.
15. Mandate and representation
The Guest declares that they are of legal age and have the legal capacity to enter into a contract. When booking on behalf of other persons (the “Beneficiaries”), the Guest certifies that they are duly authorised to bind them; these GTCS shall be enforceable against them.
The Guest guarantees the accuracy and completeness of the information provided to the Hotel. The Guest remains liable for payment of all amounts due in respect of the reservation, unless they demonstrate fraudulent use of their data resulting from no fault or negligence on their part.
16. Applicable law and jurisdiction
Before bringing any legal action, the parties shall endeavour to find an amicable solution to their dispute.
French law shall apply to the dispute.
Where the Guest is a consumer, if their prior written complaint to the Hotel is unsuccessful, they may refer the matter free of charge to the consumer mediator used by the Hotel: MTV – Médiation Tourisme Voyage, BP 80 303, 75823 Paris Cedex 17 – www.mtv.travel, within one year of their written complaint. Failing amicable resolution, the dispute shall fall within the jurisdiction of the competent courts in accordance with ordinary legal rules.
Where the Guest is a professional, any dispute shall fall within the exclusive jurisdiction of the courts of Avignon.
These GTCS may be amended at any time. Only the version accepted by the Guest at the time of reservation shall be binding on them.
