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GENERAL TERMS AND CONDITIONS OF SALE

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These terms and conditions (hereinafter the “Terms of Sale”) are intended to define the terms and conditions under which Hôtel CARAYOU (hereinafter referred to as the “Hotel”) offers its clients (hereinafter the “Client(s)”) an online reservation service available on the website www.hotel-carayou.com (hereinafter referred to as the “Site”), as further detailed below.

Before making any reservation on the Site, the Client declares that they have full legal capacity to be bound by these Terms of Sale. The Client is invited to read these Terms of Sale carefully. Their prior acceptance is mandatory for any booking made through the Site. Clients are advised to save and print the Terms of Sale using the standard features of their browser and computer.

The Hotel reserves the right to modify or supplement, at any time, all or part of these Terms of Sale. In such cases, the new version will be available on the Site with its effective date. Clients are encouraged to regularly consult the Terms of Sale to stay informed of any changes. In any event, the Client is only bound by the version in effect at the time of their reservation.

1. PURPOSE

The Site allows users to book rooms at Hôtel CARAYOU.
Essential features, availability dates, prices, offered options, payment terms, and any specific conditions of sale applicable to the selected rate (guarantee policies, cancellation terms, check-in time, etc.) are presented during the booking process.

The Client is invited to specify any special requests during the booking process in the designated field (e.g. baby equipment, food allergies, pets—note that for hygiene reasons, pets are not allowed in dining areas).

The Site also allows the reservation of extras such as the All-Inclusive package. These extras can be booked online or on-site, subject to availability and unless stated otherwise on the Site.

2. RESERVATION

The booking process on the Site includes the following steps:

  • Step 1: entering the selected dates and any promotional code,

  • Step 2: viewing results and selecting the room and rate among those offered by the Hotel,

  • Step 3: selecting extras,

  • Step 4: reviewing the booking summary: room characteristics (length of stay, included options like breakfast), the total reservation price including applicable taxes; the Client must specify arrival time and may indicate special requests (dietary preferences, pets, etc.). The Client must also provide personal details (title, name, email address, phone number) and payment information (credit card). Confirmation requires the Client to review and accept the Terms of Sale by checking the designated box.

  • Step 5: acknowledgment by the Hotel, summarizing the reservation (dates, extras, price).
    Any reservation is considered confirmed once the Client clicks the “Book” button.

For prepaid bookings, the Client must click the “Pay Now” button. Clients may reserve up to 2 rooms via the Site. For more than 2 rooms, the Client must contact the Hotel by phone or email using the contact information provided on the Site. Rooms are available from 3:00 PM (local time) on the day of arrival until 12:00 PM (local time) on the day of departure.

Early check-in or late check-out must be requested from the Hotel and may incur additional charges. Upon arrival, the Client will be asked to present a valid ID to verify their identity.

3. PRICES

Prices related to reservations on the Site are indicated before, during, and after the booking process. Prices are shown per room, for the selected number of guests, dates, and any selected extras.

At the time of confirmation, the total price including tax in euros is shown to the Client (including the tourist tax). Unless stated otherwise on the Site, extras not selected during the booking process are not included in the price.

The tourist tax, not included in the base price but displayed during booking, must be paid directly at the Hotel.

Prices include VAT applicable on the date of reservation. Any change in VAT rate will be automatically reflected in the final price. Similarly, any new taxes imposed by regulatory authorities will be reflected in the price at the time of invoicing.

Certain promotional offers are only available on the Site. Clients receive a 10% discount on the room rate (excluding extras) if they choose to pay immediately.

4. PAYMENT

The Client provides their payment information either (i) to guarantee the reservation or (ii) to prepay their stay through the “Pay Now & Save 10%” offer by entering their credit card number (no spaces), expiration date (must be valid during the stay), and CVV code in the secure input field. Payment is processed via the Solutions paiement BRED platform to secure online credit card transactions.

Solutions paiement BRED checks the validity of the payment card, which may be declined for reasons such as a stolen or blocked card, exceeded limit, or data entry error. In case of issues, the Client must contact both their bank and the Hotel to confirm the reservation and payment method.

Accepted online payment methods (shown on the payment page) may include Visa and Mastercard. This list may change.

The Client must present the credit card used to guarantee or pay for the reservation upon check-in.

Prepayment
At the time of prepayment, the full amount is charged to the credit card. This amount includes all taxes (except the tourist tax) and any selected extras.

For prepaid bookings, no refunds will be issued in the event of cancellation or modification by the Client, or if the Client does not show up for the reserved dates. An invoice will be sent electronically to the email address provided. If the Client prefers a paper invoice, they must request it from the Hotel.

Pre-reservation
A reservation guaranteed by credit card means that the payment data is collected, but no charge is made. Payment is made directly to the Hotel upon arrival, unless the Client does not show up and fails to cancel within the cancellation policy terms of the selected rate.

If the Client has not prepaid:

  • If the Client arrives on the reserved dates, the full payment is made at check-in. Any additional charges incurred during the stay must be paid upon check-out.

  • If the Client does not show up on the first day, the Hotel may charge the card in accordance with the cancellation policy.

If the Client has not prepaid, the Hotel reserves the right to request a pre-authorization upon arrival to guarantee payment for on-site services.

5. CANCELLATION POLICY

Stays paid in advance under the “Pay Now & Save 10%” offer are non-cancellable and non-modifiable.
Pre-reserved stays may be canceled or modified free of charge up to 24 hours before the Client’s scheduled arrival.
For cancellations after this period or in case of no-show, a penalty equal to 100% of the first night will be charged to the Client's credit card.

6. NO RIGHT OF WITHDRAWAL

For online room reservations, the Client is reminded that they do not have the right of withdrawal provided under Article L. 221-18 of the French Consumer Code, in accordance with Article L. 221-28 paragraph 12, which excludes this right for accommodation services provided on a specific date or during a specific period.

7. CLIENT RESPONSIBILITIES

7.1 The Client is solely responsible for selecting the room and dates and ensuring they meet their needs. The Hotel cannot be held liable in this regard. The Client is also solely responsible for the information provided at the time of booking. The Hotel cannot be held responsible for any incorrect or fraudulent information. The Client agrees to use the Site in accordance with applicable laws and these Terms of Sale. In case of non-compliance, the Client is liable for any damages caused to the Hotel or third parties and agrees to indemnify the Hotel against any related claims or costs.

7.2 Any irregular, failed, incomplete, or fraudulent reservation or payment due to the Client will result in cancellation at the Client’s expense, without prejudice to legal action.

7.3 The Hotel is 100% non-smoking. Smoking is prohibited in all rooms and public areas.

7.4 The Client must not disrupt the Hotel’s operations or compromise the safety of the Hotel or its occupants. Any behavior contrary to public order, decency, or the Hotel’s internal rules may lead to the Client being asked to leave without compensation or refund. If no payment has been made yet, the Client must pay for the services used before leaving.

7.5 The Client agrees to remain courteous and refrain from making offensive remarks toward Hotel staff or collaborators. The Hotel reserves the right to take appropriate action in case of inappropriate, malicious, or insulting behavior.

7.6 Minors may only stay at the Hotel if accompanied by an adult and with personal identification. If the accompanying adult is not a parent, they must present written parental authorization. The Hotel may request this documentation.

7.7 The Client also agrees not to use the Hotel’s IT resources (e.g. Wi-Fi) to copy, share, or publicly communicate copyrighted material (texts, images, music, software, etc.) without the rights holders’ consent. The Client must comply with the internet provider’s security policies and refrain from actions that compromise system integrity. The Client is responsible for any damage caused by themselves or their guests and will bear all related costs.

8. FORCE MAJEURE

Neither party shall be held liable if unable to fulfill their obligations due to a force majeure event. Such events suspend mutual obligations. Events considered force majeure are those recognized by the French Supreme Court. If the force majeure lasts more than thirty (30) days, either party may terminate the Terms of Sale without compensation.

If due to force majeure or exceptional circumstances the reserved room cannot be provided, the Hotel may offer alternative accommodation. The Client may accept or refuse. If accepted and the alternative is of a lower category, the Hotel will refund the difference (for prepaid stays). If refused, the Hotel will provide a full refund.

9. CONTACT, CUSTOMER SERVICE AND COMPLAINTS

To make a reservation or for any questions related to an existing reservation (information, changes, or cancellations), the Client may contact the Hotel daily from 8:00 AM to 10:00 PM (local time) by phone at +596 596 66 04 04 (local call) or by email at reservation@hotel-carayou.com.

10. PERSONAL DATA – BLOCTEL

When using the Site, especially when booking, the Hotel processes personal data in accordance with its “Personal Data Protection Policy” available in the Site’s footer. Mandatory fields are marked with an asterisk. Without completing the required fields, the Hotel cannot process the reservation.

The data collected is used by the Hotel, its entities, partners, and service providers (including online payment providers) for reservation management. The Client may exercise their rights under data protection regulations as detailed in the Privacy Policy.

As per Article L.223-1 of the Consumer Code, Clients who do not wish to receive telemarketing calls may register for free on the do-not-call list at www.bloctel.gouv.fr.

11. MISCELLANEOUS

Providing required payment information and accepting these Terms of Sale electronically constitutes an electronic contract that is legally binding. These Terms express the entire agreement. No other condition communicated by the Client will be accepted.

If any clause is deemed invalid, the remaining clauses will remain in effect. The authoritative language is French. In case of dispute or interpretation issues, the French version prevails.

The Client agrees that the Hotel may assign these Terms and all related rights and obligations to a third party without prior consent. Such assignment releases the Hotel from future obligations.

The Client may not assign the Terms of Sale without the Hotel’s prior written consent.

12. GOVERNING LAW AND DISPUTE RESOLUTION

In accordance with Article L.616-1 of the Consumer Code, all consumers have the right to use a consumer mediator for the amicable resolution of a dispute with a professional.

These Terms are governed by French law, without prejudice to any mandatory consumer protection laws of the Client’s country of residence.

If a dispute arises, the Client may request mediation after contacting the Hotel’s customer service. If unresolved after sixty (60) days, the Client may contact the Tourism and Travel Mediation service (MTV) – BP 80303 – 75823 Paris Cedex 17.

  • Full contact information and procedures: www.mtv.travel

  • Mediation must be requested within twelve (12) months of the first complaint.

  • The mediation form is available at www.mtv.travel

The Hotel also informs the Client of the existence of the European Online Dispute Resolution platform (ODR), accessible via: https://ec.europa.eu/consumers/odr/

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