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 Avignon Grand Hôtel, 34 boulevard Saint-Roch – 84000 Avignon (the “Hotel”), operated by AVIGNON GRAND HÔTEL SOCIÉTÉ NOUVELLE, a single-member simplified joint-stock company with share capital of €40,000, registered with the Avignon Trade and Companies Register under number 492 062 989, intra-community VAT number FR08492062989.
Contact: reservation@ghavignon.com – +33 (0)4 90 80 98 19 – www.avignon-grand-hotel.com
They apply to all individual bookings made on the Hotel’s website, by telephone, email or on site, by any natural or legal person (the “Guest”), up to a maximum of five (5) rooms per arrival date.
Bookings made on the website or directly are individual bookings at the public rate. Any professional making a booking on the website or directly accepts these GTCS.
The Guest must accept these GTCS by ticking the relevant box before confirming their booking. Only the version available online on the date of booking shall be binding; any subsequent amendment shall not apply to bookings 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. Booking and formation of the contract
When booking online, the Guest must:
– provide all requested contact details,
– select the chosen services and rate,
– review and confirm the booking,
– provide their bank card details, as a guarantee or for payment depending on the chosen rate.
The booking shall only become final once the Hotel has sent written confirmation stating, in particular, the booking number, the Guest’s name, the dates of stay, 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 booking constitute acceptance thereof. The data recorded by the booking system and the confirmation shall constitute proof of the transaction and shall have the evidential value of a private agreement.
The Hotel reserves the right to refuse any booking from a Guest with whom there is a dispute, or in the event of fraudulent use of the website.
3. Modification of the booking
Bookings at non-cancellable and non-refundable rates, special offers, or during the Festival and blackout dates may not be modified.
For other bookings, the Guest may modify their booking (dates, length of stay, room type, number of persons) online, via the booking management link included in the confirmation email or on the Hotel’s website, within the deadlines set out below.
The modification 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 original booking shall remain payable under its original terms.
The applicable deadlines are as follows:
Booked rate | Latest modification deadline |
|---|---|
Flexible rate, excluding Festival and blackout dates | Day before arrival, 6:00 pm (local time) |
Festival, blackout dates, special offers | No modifications |
Non-refundable rate | No modifications |
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.
Cancellation must be made online, via the booking management link included in the confirmation email or on the Hotel’s website. The date used to calculate cancellation fees shall be the date on which the cancellation is registered online, confirmed by the Hotel sending a cancellation email.
Amounts due in respect of cancellation constitute a contractual penalty intended to provide fixed compensation for the Hotel’s loss of earnings.
4.1 Cancellation – flexible rate, excluding Festival and blackout dates
Until 6:00 pm on the day before arrival | No charge |
Thereafter | The first night of the stay will be charged |
4.2 Cancellation – Festival, blackout dates, special offers and non-refundable rates
Regardless of the cancellation date | The entire stay will be charged, with no refund |
4.3 Failure to arrive at the Hotel (no-show)
In the event of a no-show, the booking shall be charged in accordance with the scale below, excluding tourist tax:
Flexible rate, excluding Festival and blackout dates | The first night of the stay will be charged |
Festival, blackout dates, special offers, non-refundable rates | The entire stay will be charged |
Any guaranteed booking shall be held until noon (local time) on the day following the scheduled arrival date. Guests expecting to arrive after 10:00 pm must inform the Hotel. If the Guest does not arrive by this time, the booking 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 obliged to retain the room for subsequent nights.
5. Accommodation
Rooms are available from 4:00 pm and must be vacated before 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 or part thereof.
Upon arrival, the Guest must present proof of identity and the bank card used for the booking 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 booking. Visitors are not permitted in the rooms.
Pets are accepted subject to prior authorisation from the Hotel, excluding dangerous animals, for an additional charge of fifteen euros (€15) including VAT per pet per night.
The establishment is entirely non-smoking. Any breach shall result in a charge of two hundred and fifty euros (€250) including VAT for restoration, as well as compensation for lost nights at the best available rate until the room can be resold. Any activation of the fire alarm related to such a 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 the peace and quiet of other guests, especially between 10:00 pm and 8:00 am. Any noise disturbance, even during the day, may result in the Guest’s removal from the Hotel without refund.
Any booked room that is not occupied and not 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 modification 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 carrying luggage up on arrival and down on departure. It must be requested no later than fifteen (15) days before arrival and may be cancelled free of charge until four days before arrival. It may be provided by an external company. The number of items of luggage is counted on 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 caused. Such works shall not give rise to cancellation, compensation or a price reduction, except in the event of total impossibility of accommodation.
In the event of exceptional unavailability of a room or service for technical reasons, the Hotel may offer a change of room, equivalent alternative accommodation or postponement, without additional compensation.
Relocation:
If it is impossible to accommodate the Guest in the confirmed room, the Hotel may relocate them to an establishment of an equivalent category or, failing that, to the nearest available establishment.
Where relocation results from a circumstance 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 accommodation,
– 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 technical incidents 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 the right of withdrawal.
Bookings are exclusively subject to the modification and cancellation terms set out in these GTCS and in the booked rate.
9. Complaints
Any complaint must be sent in writing to Management: Avignon Grand Hôtel, 34 boulevard Saint-Roch, 84000 Avignon – direction@ghavignon.com, quoting the booking 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 (change of room, alternative accommodation), postpone the stay or, if no satisfactory solution can be offered, cancel the booking.
Amounts paid by the Guest for services not provided and not postponed shall then be refunded, without any further compensation or damages of any kind.
External events making the operation of the Hotel impossible or abnormally difficult include, but are not limited to: a major technical incident (structural failure, disaster, water damage, failure of an essential installation), 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 the supply of energy 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 operator, inability to receive the public, administrative order, technical or safety non-compliance, etc.), the Hotel may cancel any future booking 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 postponed date, subject to availability.
If no acceptable alternative solution is possible, amounts paid by the Guest in respect of the booking shall be fully refunded.
This provision shall not be considered a fault on the part of the Hotel where the inability to provide the services results from the 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 guests. The Hotel may require them to leave the establishment without refund and charge them 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 poses a safety risk, seriously disturbs the peace and quiet of the establishment, or contravenes applicable legislation.
Alcohol service may be refused to minors or persons who are intoxicated.
In the online booking process, the Hotel is only subject to 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, for all causes combined, is strictly limited to the total amount including VAT charged for the relevant services and actually paid. Under no circumstances may the Hotel be held liable for indirect, intangible or consequential damages, such as business interruption, 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, in particular cancellation insurance.
13. Rates, invoicing and payment
Rates are expressed 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 must be paid on site at the applicable rate.
Rates only include the services stated in the confirmation. They may be modified at any time; only the price stated in the booking confirmation is contractual.
Rates may be modified 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 in part.
13.1 Guarantee and pre-authorisation
All bookings are guaranteed by bank card, transmitted through a secure system. The Hotel may, at any time before arrival and then during the stay, obtain pre-authorisation on this card for the amount of the stay and extras.
Where a third party pays for the stay, the Hotel shall require the documentation necessary to secure 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 booking,
– payment at the Hotel: the stay must be paid for no later than departure.
Payment security:
The Hotel never requests payment or bank details through messaging services (WhatsApp, SMS, booking platform messaging services or otherwise). It never requests bank details by telephone or email, nor payment by bank transfer to an account communicated through such means. Payments are made exclusively on site, through the secure booking engine on the Hotel’s website, or by means of a secure 3D Secure payment link issued by the Hotel.
If in doubt about a payment request, the Guest must contact the Hotel at the number indicated on its official website before making any payment. The Hotel may not be held liable for a payment made by another method or for the benefit of a third party, nor for any resulting losses; such payment shall not constitute payment of the booking.
13.3 Payment for extras (consumption and services not included in the booking)
Extras must be paid for 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 the booking and performance of services (name, contact details, payment information, stay preferences, etc.) are processed solely for the purposes of managing bookings, 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 booking 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 applicable regulations, each person has the right to access, rectify, object to, erase, restrict and transfer their data, which they may exercise by contacting Management: Avignon Grand Hôtel, 34 boulevard Saint-Roch, 84000 Avignon – direction@ghavignon.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 canvassing 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. Authority and representation
The Guest declares that they are of legal age and have the capacity to enter into contracts. Where they book on behalf of other persons (the “Beneficiaries”), they certify 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. They remain liable for payment of all sums due in respect of the booking, unless they demonstrate fraudulent use of their data that did not result from any fault or negligence on their part.
16. Applicable law and jurisdiction
Before taking 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 to which the Hotel belongs: MTV – Médiation Tourisme Voyage, BP 80 303, 75823 Paris Cedex 17 – href="http://www.mtv.travel">www.mtv.travel, within one year of their written complaint. Failing amicable resolution, the dispute shall fall within the jurisdiction of the competent courts under the ordinary rules of law.
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 when making their booking shall be binding on them.
