Terms and Conditions of Sale

1. These general terms and conditions (“General Terms and Conditions of Sale”) define the rights and obligations of the parties in connection with bookings at the hotels belonging to the Astotel network (hereinafter the “Hotels” or “the Hotel”).

2. The General Terms and Conditions of Sale govern all the steps necessary for the booking and the follow-up of the booking between the contracting parties.

3. The General Terms and Conditions of Sale may be supplemented by the terms and conditions of sale of the booked rate expressly stated in the description of the rate selected at the time of booking on the Site (“Rate Terms and Conditions of Sale”).

4. The client acknowledges having read and accepted these General Terms and Conditions of Sale and the Rate Terms and Conditions of Sale.

5. These General Terms and Conditions of Sale also refer to the personal data protection policy (see art. 12). The client declares having read this policy.

6. The client may book a maximum of five (5) rooms per booking.

7. For booking requests for six (6) rooms or more:

• They must be sent by email to the Central Reservations Office of the Astotel network at the following email address: [email protected], or directly to the Hotels belonging to the Astotel network.
• Whether they are made in a single booking or in several bookings on behalf of the same client or the same group of travellers, specific terms and conditions of sale apply.
• The client will receive these specific terms and conditions of sale by return email for each of their requests.
• In the event of failure to comply with this process or non-acceptance of these specific terms and conditions of sale, these bookings may be cancelled without reason.

8. The booking is deemed accepted by the client at the end of the booking process, as described in article 3 hereof.

The client acknowledges having full legal capacity to enter into contracts, that is to say being of legal age and not being subject to a legal protection measure. Minors who are not accompanied by their parents or by a legal representative are not accepted in the establishment. The Hotel reserves the right to refuse access or stay in the absence of supporting documents establishing the authority of the legal representative.

. Bookings may be made by the client on the website www.astotel.com (“the Site”) or on any other partner website, or directly with the Astotel Central Reservations Office at the following contact details: [email protected] / +33(0) 1 42 66 15 15.

2. The process leading to the booking of one or more rooms comprises the following steps:

• the entry by the client of their search criteria (Hotel, length of stay…)
• the selection by the client of the desired Hotel and/or of the offer proposed, including, in addition to accommodation, additional hotel services
• the client taking note of the Rate Terms and Conditions of Sale relating to the booking made, as restated in the booking summary
• the entry by the client of their personal data, processed in accordance with the personal data protection policy
• the entry by the client of the personal data relating to their means of payment, in the event of prepayment or for the purpose of providing a guarantee.
• the consultation and acceptance by the client of the General Terms and Conditions of Sale and of the Rate Terms and Conditions of Sale
• the sending, to the email address previously entered, of a confirmation email from the customer service, including a summary of the booking as well as a link enabling the client to access these General Terms and Conditions of Sale.

3. Any booking is deemed final as soon as the client receives the confirmation email.

4. Bookings made via a partner website are carried out in accordance with the terms and conditions specific to said website or to the corresponding mobile application.

5. The prices relating to the booking of the services are indicated beforehand and at the time of booking.

6. The prices indicated are per room for the number of person(s) and the date(s) selected.

7. The prices are confirmed to the client as amounts including all taxes, in the commercial currency of the Hotel.

8. All bookings, whatever their origin, are payable in the local currency of the Hotel.

9. The conversion into foreign currency is given for information purposes only and is not contractual. Only the currency confirmed at the time of your booking is guaranteed (if this currency differs from the one used at the Hotel, any exchange fees shall be borne by the client).

10. Unless otherwise stated, additional services (breakfast, half board, full board…) are not included in the price.

11. The prices take into account the VAT applicable on the day of the booking, and any change in the applicable VAT rate will be automatically passed on to the prices indicated on the invoicing date, subject to the provisions of article 4.3 for prepaid bookings.

12. Any change to or introduction of new legal or regulatory taxes imposed by the competent authorities will be automatically passed on to the prices indicated on the invoicing date. The client undertakes to pay the various taxes.

1. The client is reminded that, pursuant to article L. 221-28, 12° of the French Consumer Code, they do not have the right of withdrawal provided for in article L. 221-18 of said Code, which is excluded for contracts relating to accommodation services that must be provided on a specific date or during a specific period.

2. The Rate Terms and Conditions of Sale specify the terms for cancelling and/or modifying the booking, as well as the consequences of late cancellation (booking not cancelled within the time limit set out in the Rate Terms and Conditions of Sale) and of a “no-show” (failure of the client to arrive on the scheduled arrival date without prior cancellation of their booking).

3. Bookings with prepayment may not be modified and/or cancelled. By express derogation from article L. 214-1 of the French Consumer Code, the sums paid in advance do not constitute a deposit (“arrhes”) but the firm and final payment of the price of the stay; consequently, they shall not be refunded under any circumstances. This is stated in the Rate Terms and Conditions of Sale.

4. Where the Rate Terms and Conditions of Sale allow it: the booking may be cancelled or modified directly on the website or with the Astotel Central Reservations Office by email: [email protected]

5. In the event of interruption of the stay (that is to say in the event of an unforeseen departure of the client), a client who has not informed the Hotel 24 hours before their departure shall also pay, in addition to the actual length of their stay, for the night of the day of their departure. In the case of a booking with prepayment, no refund will be made on this account.

5.1. In the event of prepayment

In the case of a rate subject to online prepayment, the sums paid in advance, which constitute the firm and final payment of the price, are debited at the time of booking.

At the time of prepayment, the amount debited upon booking includes: the price of the accommodation, the taxes related to the accommodation (excluding the tourist taxes payable on arrival), the price of food and beverage if breakfast is chosen, the taxes related to food and beverage and any other additional services selected by the client.

The credit card used for a prepayment may be requested by the establishment upon the client’s arrival. As the contracting parties are the Hotel concerned by the booking on the one hand and the client on the other hand, the credit card used for the prepayment is presumed to be the one held by the client, beneficiary of the booking, whose identity may be verified by presenting a valid identity document. Where the card used for the prepayment is dematerialised (e-wallet, virtual bank card), the presentation of another bank card in the client’s name, together with a valid identity document, may be accepted.

5.2. In cases other than prepayment

1. The client provides, by bank card, their bank details as a guarantee for the booking. The transmission of the identification numbers and expiry date of the bank card is secured by an encryption and bank data protection system in accordance with the standards in force. The client’s payment card is also subject to a validity check by the various stakeholders and partners and may be refused for various reasons: stolen or blocked card, limit reached, input error, etc. In the event of a problem, it shall be the client’s responsibility to contact directly the Bank that issued the means of payment concerned, or the Hotel in order to provide another means of payment, so as to confirm that their booking is effective.

2. In order to guarantee the booking and to protect itself against the risks of late cancellation (booking not cancelled within the time limit set out in the Rate Terms and Conditions of Sale) and of “no-show” (failure of the client to arrive on the scheduled arrival date without prior cancellation of their booking), the Hotel reserves the right to carry out, before the arrival date, a pre-authorisation of the credit card of up to the amount of the first night, including for flexible rates for which payment is made on site. This pre-authorisation, to which the client consents upon entering and validating the booking, does not constitute a debit and will be released according to the time limits specific to the client’s bank. However, in the event of late cancellation or “no-show”, the Hotel will actually debit the client’s credit card up to the pre-authorised amount, which will be retained as a fixed cancellation indemnity.

3. Payment is debited at the Hotel upon the client’s arrival (check-in). In addition, the tourist tax is collected by the Hotel from the client upon arrival.

4. Upon arrival, the Hotel reception may ask the client to present a valid identity document for the purpose of preventing bank card fraud, as well as a security deposit or an authorisation to debit the bank card, in order to guarantee payment of the price of the services to be provided (accommodation services and additional services, tourist tax if it has not been paid at check-in), which the client may use during their stay. The aforementioned authorisation must be completed and signed by the client upon arrival and shall authorise the debit of the client’s personal bank card, that is to say the card held by the client, which the client must imperatively present at check-in, in order to secure the bank transaction.

5. In the event of a “no-show” (failure of the client to arrive on the scheduled arrival date without prior cancellation of their booking) or of late cancellation (booking not cancelled within the time limit set out in the Rate Terms and Conditions of Sale) of a booking guaranteed by bank card, the Hotel will debit the client, as a fixed indemnity, the amount of the first night from the bank card provided as a guarantee for the booking (where applicable by actually debiting the client’s card up to the pre-authorised amount), and any additional nights of the booking will be cancelled free of charge, unless otherwise stipulated. The amount of the fixed indemnity is deemed accepted by the client upon entering and validating the booking.

6. Payment on site may be made at the Hotel in cash within the authorised legal limits, by bank card or by holiday vouchers (chèques vacances ANCV). Bank cheques are not accepted.

Where payment for the stay is borne by a person other than the client staying at the Hotel (hereinafter “the Third-Party Payer”), the following payment terms apply exclusively.

The Third-Party Payer may pay the amount of the stay by one of the following two methods of payment:

1. Bank transfer

Payment is made by bank transfer to the Hotel’s account, the details of which are provided on request. The sum corresponding to the entire stay must be credited to the Hotel’s account no later than eight (8) calendar days before the scheduled arrival date. If the funds are not received within this time limit, the booking may be cancelled by the Hotel automatically, without prior formal notice. In this case, the cancellation conditions set out in these General Terms and Conditions of Sale and in the Rate Terms and Conditions of Sale apply in full, so that the client and/or the Third-Party Payer may remain liable for all or part of the amount of the stay as a cancellation indemnity, depending on the rate booked and the cancellation time limit observed.

2. Secure payment link

The Third-Party Payer may also pay via a secure payment link, sent by the Hotel to the email address provided for this purpose. Payment via this link is subject to the prior and express acceptance, by the Third-Party Payer, of these General Terms and Conditions of Sale and of the Rate Terms and Conditions of Sale.

The sending of this link is subject to prior verification of the identity of the Third-Party Payer. To this end, the Hotel reserves the right to request the presentation of any document establishing this identity before sending the link. The Hotel remains free to accept or refuse to issue the payment link, in particular in case of doubt as to the identity of the requester.

Whatever the method of payment chosen:

• the Third-Party Payer is informed and accepts that the payment made constitutes acceptance of the General Terms and Conditions of Sale and of the Rate Terms and Conditions of Sale;
• in the event of a dispute relating to payment, the Hotel may turn to the client, who remains responsible for the proper completion of the payment formalities;
• the client and the Third-Party Payer are jointly and severally liable for payment of all sums due in respect of the stay, including the price of the booking, the tourist tax and all ancillary services and any damage.
• any request for payment by a third party must be notified to the Hotel at the time of booking or, at the latest, within a time frame compatible with compliance with the payment deadlines set out above.

1. For the purposes of this article, the following constitute events likely to prevent the performance of the accommodation services (“Event”):

• force majeure within the meaning of article 1218 of the French Civil Code (an event that is unforeseeable, irresistible and beyond the control of the Hotel and of the client);
• acts of government (“fait du prince”): administrative decisions, requisitions, closures, curfews imposed by the public authorities;
• exceptional events external to the Hotel (in particular natural disasters, terrorist acts, total or partial strikes external to the Hotel, blockage of means of transport or supply for any reason whatsoever, earthquake, fire, storm, epidemics whether or not they have given rise to binding administrative measures).

2. In the event of the occurrence of such an Event, making the client’s stay impossible and obliging the Hotel to suspend temporarily or permanently the performance of the accommodation and/or additional services, the Hotel will make every effort to find alternative accommodation, if possible in a hotel of the same or a higher category. The rehousing costs (price supplement) will be borne by the Hotel, without the Hotel being liable for the payment of any additional indemnity whatsoever.

3. The Hotel shall not be held liable for the total or partial non-performance of its contractual obligations where such non-performance results from an Event referred to above.

It is expressly agreed that the occurrence of such an Event suspends, for the parties, the performance of their reciprocal obligations and that each party shall bear the costs resulting therefrom.

Should the impediment last more than thirty (30) days from its occurrence, the accommodation contract may be terminated automatically without indemnity for either party. The sums paid by the client in respect of services not provided will be refunded or will be the subject of a credit note, at the client’s choice.

4. Apart from any Event, if the booked room is unavailable for a reason attributable to the Hotel (in particular in the event of technical failure, damage or breakdown affecting its facilities), the Hotel undertakes to offer the client rehousing in a hotel of an equivalent or higher category, for services of the same nature. The additional costs related to this rehousing (price difference and transfer costs to the substitute hotel) will be borne by the Hotel.

If the Hotel is unable to offer equivalent or higher-category rehousing within a reasonable time given the circumstances, the client may, at their choice, obtain a full refund of the sums paid in respect of the services not provided or a credit note for an equivalent amount.

1. The client is solely responsible for the choice of services and the choice of the Hotel they have booked via the Site www.astotel.com or on partner websites and/or directly on the Hotel’s website, and for their suitability to their needs.

2. The client is also solely responsible for the information provided in connection with the bookings made, so that they shall bear full liability for any communication of erroneous or fraudulent information.

3. The client undertakes to comply with French legislation and regulations, as well as with the clauses stipulated in these General Terms and Conditions of Sale. In the event of a breach by the client, the client shall be held liable for any damage caused by them to the Hotels belonging to the network and/or to any third party.

4. By making a final booking, the client undertakes to pay the full price thereof (taxes included).

5. Any booking or payment which is irregular, ineffective, incomplete or fraudulent for a reason attributable to the client will result in the cancellation of the booking at the client’s expense, without prejudice to any action for damages against the client.

6. Upon arrival at the Hotel, the client may be asked to present a valid identity document, for security and verification purposes. If the client is a foreign national, they must complete an individual police registration form.

7. The client accepts and undertakes to use the room in a reasonable and peaceful manner. Any behaviour contrary to public decency and public order, disturbing the peaceful enjoyment of the Hotel or likely to constitute a threat to the safety of the other occupants or of the Hotel staff, in the room or in the common areas, will lead the hotelier to ask the client to leave the Hotel without any indemnity and/or without any refund if a payment has already been made.

8. The client also undertakes that the IT resources made available by the Hotel (in particular IT equipment and the Wi-Fi network) shall in no way be used for the purposes of reproducing, performing, making available or communicating to the public works or subject matter protected by copyright or by a related right, such as texts, images, photographs, musical works, audiovisual works, software and video games, without the authorisation of the rights holders provided for in books I and II of the French Intellectual Property Code where such authorisation is required. The client undertakes not to consult any unlawful content. The client is furthermore required to comply with the security policy of the Hotel’s internet access provider, including the rules for using the security measures implemented in order to prevent the unlawful use of IT resources, and to refrain from any act impairing the effectiveness of these measures.

9. The client shall be held liable for any damage, deterioration or act of vandalism that may occur as a result of the occupation of the premises, committed by the client themselves or by the occupants or staff for whom they are responsible, both to the property, fixtures and equipment furnishing the rooms and the common areas and to the internet network made available to them, such as loss of data, viruses, service interruption. The client shall also be liable for any bodily injury, personal harm, assault or sexual abuse committed against an employee of the Hotel or another client.

10. All the rooms of the Hotels, as well as the common areas of the Hotels, are non-smoking areas. The smoking ban also applies to electronic cigarettes (vaping). Smoking in the room will set off the fire alarm. A flat-rate cleaning fee of €250, corresponding to the costs of thorough cleaning, deodorising and the room being out of use, will be charged in the event of a breach of the Hotel’s smoking policy.

The consumption and possession of narcotics are strictly prohibited in the rooms and common areas, in accordance with French legislation.

It is furthermore strictly prohibited to possess and consume nitrous oxide in all the Hotels.

11. Unless expressly provided otherwise, rooms are available from 3 p.m. (15:00) on the day of arrival and the client must vacate the room before 12 noon (12:00) on the day the booking ends. Failing this, an additional night will be charged.

12. Animals are not allowed in the Hotels. By way of exception, in accordance with the legislation in force, assistance animals (in particular guide dogs for the blind and assistance dogs) accompanying persons with disabilities are allowed, at no extra charge. Supporting documentation (in particular the mobility inclusion card or any document attesting to the status of assistance animal) may be requested from the client.

13. The Hotels offer short-term hotel accommodation intended for transient guests who do not take up residence there. The maximum length of a stay is thirty (30) consecutive nights. The room may under no circumstances constitute the client’s home or residence, whether main or secondary, and the client may not have mail addressed there nor use the Hotel’s address for any administrative procedure whatsoever.

1. Any complaint must be sent by email to [email protected], preferably within fifteen (15) days of the date on which the event giving rise to the damage occurred, in order to facilitate its handling.

2. Any legal action must imperatively be preceded by an attempt to settle the dispute amicably, so that the client undertakes to refer the matter to the Customer Service managed by ASTOTEL SAS on behalf of the establishments belonging to the network by email: [email protected].

3. In the event of a negative response, or in the absence of a response within one (1) month, the establishment concerned and the client may implement an alternative dispute resolution method, such as contractual mediation or judicial conciliation (Art. 1528 et seq. of the French Code of Civil Procedure / Art. L.611-1 et seq. of the French Consumer Code).

4. The client may refer the matter to Avenir Conso – postal address: 197 Boulevard Saint-Germain – 75007 PARIS, for all hotels affiliated to the ASTOTEL network.
It being specified that:

• The procedures for referral to the Mediator and the Mediator’s contact details are available on the website www.avenir-conso.com;
• The referral form for this Mediator is also available on the website https://www.avenir-conso.com/demande-de-mediation-ame.html.

5. For cross-border disputes, a client residing in another Member State of the European Union, in Iceland or in Norway may also request the free assistance of the European Consumer Centre of their country of residence (ECC-Net network). For France, information is available on the website www.europe-consommateurs.eu.

1. The photographs presented on the Site are not contractual. Although every effort is made to ensure that the photographs, graphic representations and texts reproduced to illustrate the Hotels presented give as accurate an overview as possible of the accommodation services offered, variations may occur, in particular due to changes of furniture or possible renovations. ASTOTEL SAS or the Hotel shall not be held liable on this account, provided that the essential characteristics of the accommodation services are compliant.

2. Hypertext links mentioning the name ASTOTEL may lead to websites other than the Site www.astotel.com, ASTOTEL SAS declining all liability for the content of these websites and the services offered on them. In this respect, it is specified that the partners of ASTOTEL SAS are responsible for the promotion of offers published on their own websites. The decision to consult third-party websites is therefore the full and sole responsibility of the client.

3. The client acknowledges and accepts that ASTOTEL SAS shall not be held liable for any inconvenience or damage related not to a malfunction inherent in the Site www.astotel.com for which ASTOTEL SAS is responsible, but to the use of the internet network in general (which may result from a malfunction of the servers, from any failure of the operators in making the network available or from a failure of the hardware or IT equipment used by the client-consumer).

4. The client is reminded that the establishments booked via the Site www.astotel.com are legally independent and autonomous from ASTOTEL SAS and that only the company that offered the accommodation service may be held liable to the client in respect of said services.

With regard to the use of the website, ASTOTEL SAS holds all the intellectual property rights relating to the website. Unless expressly agreed in writing by ASTOTEL SAS, it is expressly prohibited to reproduce, exploit, distribute or use in any capacity whatsoever, even partially, any elements present on the website.

The terms of processing of personal data by Astotel as well as the terms for exercising your rights in this respect are the subject of specific information in the personal data protection policy available here.

1. These General Terms and Conditions of Sale may be modified and/or supplemented at any time. In this case, the new version of the General Terms and Conditions of Sale will be published online on the Site. The General Terms and Conditions of Sale applicable to a booking are those published on the Site on the date the booking is registered.

2. In the event of a contradiction between the Rate Terms and Conditions of Sale and these General Terms and Conditions of Sale, the Rate Terms and Conditions of Sale of the booking shall prevail. In the event of a contradiction between, on the one hand, the general terms and conditions of sale of a partner and, on the other hand, these General Terms and Conditions of Sale, the provisions of these General Terms and Conditions of Sale shall prevail.

3. If one or more provisions of these General Terms and Conditions of Sale are held to be invalid or declared as such pursuant to a law, a regulation or following a court decision that has become final (res judicata), the other provisions shall retain their full force and scope.

See the “Best price guarantee“.

Any dispute directly or indirectly related to the performance of these General Terms and Conditions of Sale or of the Rate Terms and Conditions of Sale concerning the booking of one or more rooms in a Hotel belonging to the ASTOTEL network, or concerning the performance of hotel services additional to the accommodation services, shall be governed by French legislation and regulations and must be brought before the competent French courts, without prejudice to more protective mandatory provisions or to the protective rules of jurisdiction applicable, where relevant, to consumers habitually resident in another State.

See the “Astotel Legal information“.

28, rue de Caumartin 75009 Paris
Tel.: +33(0) 1 42 66 15 15
www.astotel.com | [email protected]
SIRET: 319 032 140 00026
Intra. VAT: FR 51 319 032 140