Terms of Sales

 

 SARL ANNE MARIE LORRAINE HÔTEL operates the website www.lorraine-hotel.fr
(hereinafter « LORRAINE HÔTEL website ») allowing the reservation of overnight stays.

The purpose of these General Terms and Conditions (hereinafter « General Terms and Conditions »)is to govern the relationship between the client (hereinafter « The Client ») and the company operating the hotel for which the Client is making a reservation  (hereinafter « LORRAINE HÔTEL ») and whose name and contact details appear in the list attached to the General Terms and Conditions and in the booking summary. 

1. Contract documents – Order of precedence

Relations between LORRAINE HÔTEL and the Client are governed by the General Terms and Conditions as well as by the booking summary which includes the rate applied and any special condition linked to the rate chosen (The payment conditions, on one hand, and the cancellation and modifications conditions). All of these documents constitue the entire contract (hereinafter « the Contract »).

2. Prerequisites 

The reservation of a room with LORRAINE HÔTEL is reserved for individuals who are of age and legally capable. By proceeding to the reservation of a room with LORRAINE HÔTEL, the Client expressly declares to fulfill these conditions.

3. Booking procedures 

3.1. The reservation can be made on the LORRAINE HÔTEL website according to the following process and subject to the availability of the desired room(s) :

The Client specifies the dates oh his / her stay, chooses the type and number of rooms he / she wishes to book and chooses from the daily rates offered then validates his / her choice after having read the complete description of the corresponding room(s), rates, services included in these rates, terms of payment and the cancellation and modification policy. 

The Client is then invited :

To fill in a form allowing the reservation. The CLient guarantees the truthfulness and accuracy of the information given on this occasion; 

or

To contact the Hotel by email or by phone, in the event of a reservation request for more than 9 rooms on the same dates. In fact, these General Terms and Conditions cannot apply in such a situation. Special conditions for group reservations will then be communicated to the Client by the Hotel before confirmation of the reservation. 

In order to proceed with the reservation, the Client must :
Select the type of room and the desired rate which can be flexible (cancellable and alterable) or non-refundable. 

The Client the accesses a page where the Client is invited to : 

Fill in the contact details necessary for the reservation.

Fill in the payment information0

This page also includes information on payment terms, as well as the cancellation and modification policy. 

The Client is invited to confirm the reservation request by validating the page, afetr having read and accepted the General Terms and Conditions.

After validation, the Client accesses a page containing the summary of the reservation. 

If the reservation request has been taken into account, the Client receives an email to the email adress indicated in the before mentionned form, confirming the reservation and informing the Client of the General terms and Conditions. 

3.2. The reservation can be made by the Client by phone. In order to, the Client directly calls the number indicated on the LORRAINE HÔTEL website for this purpose and by following the procedure : 

The Client indicates to the LORRAINE HÔTEL contact person the number and the type of rooms the Client wishes to reserve, specifies the dates of reservation and chooses from the daily rates offered. The Client validates the choice after receiving from the Hotel contact person all the information concerning the complete description of the corresponding room(s), rates, services included in these rates, payment conditions associated with these rates, as well as the cancellation and modification policy.  

The Client is then invited to provide a name and contact details, including an email adress as well as information corresponding to a credit card number (with an expiry date  that will not be exceeded at the time of the Client’s stay at the Hotel) in order to guarantee and pay the reservation during the Client’s stay or to proceed, if necessary, to the prepayment of the reservation. 

After validation, the Client is informed that the reservation request has been taken into account by receiving an email to the email adress indicated by phone, confirming the reservation and informing the Client of the General terms and Conditions.

3.3. The reservation can be made by email to LORRAINE HÔTEL by the Client according to the following process :

The Client indicates in the email, the number and the type of rooms that the Client wishes to reserve and specify the dates of reservation.

Depending on availability, LORRAINE HÔTEL send to the Client an offer consisting of the daily rates, the General Terms and Conditions, as well as the cancellation and modification policy. 

The Client validates the request by answering to the email, after having read the complete description of the corresponding room(s), rates, services included in these rates, the General Terms and Conditions and the cancellation and modification policy linked to the rate chosen.

In order to finalize the reservation, the Client is then invited to contact the hotel by phone in order to provide all the contact details, as well as information corresponding to a credit card number (with an expiry date  that will not be exceeded at the time of the Client’s stay at the Hotel) in order to guarantee and pay the reservation during the Client’s stay or to proceed, if necessary, to the prepayment of the reservation. 

After validation, the Client is informed that the reservation request has been taken into account by receiving an email to the email adress indicated by phone, confirming the reservation and informing the Client of the General terms and Conditions.

3.4. All reservations are nominative and may under no circumstances be transferred to a third party, wether free of charge or for a fee. 

4. Hotel stay

4.1. The Client undertakes to use the room assigned to the Client and more generally all the hotel facilities in a reasonable manner, in compliance with the regulations in force, good morals and public order. 

4.2. The Client is liable to LORRAINE HÔTEL for any damage caused during the stay, as well as for any abject or furniture belonging to the hotel which may be missing at the end of the stay.  

If LORRAINE HÔTEL should notice any damage or if an object or furniture should be missing dur to the Client, LORRAINE HÔTEL will be entitled to invoice the amount corresponding to the damage caused within 48 hours of the departure of the Client, according to the following rate schedule : 

Abnormally dirty room 50€ for the addtionnal cleaning cost
Deterioration up to 250€ depending on severity
Theft of furniture and / or accessy (ies) up to 75€ depending on item

LORRAINE HÔTEL reminds that the hotel is non-smoking. Smoking in common areas and / or rooms constitutes deterioration. LORRAINE HÔTEL will, in this case, be entitled to invoice the amount corresponding to the damage caused, i.e. ninety (90) Euros corresponding to the specific treatment of the room and the loss of earnings due to the impossibility of rent it the following night.

4.3. In the event of behavior contrary to morality or public order, LORRAINE HÔTEL  may require the Client to leave the hotel immediately, without the latter being able to claim any refund or compensation. 

4.4. If one or more underage occupy rooms reserved by the Client, the latter undertakes to ensure that at least one adult is present in each of the rooms reserved.

4.5. The Client is informed that under legal and / or regulatory provisions, the Client may be required to complete a police form upon arrival at the Hotel and to present a valid identity document.

The Client is also informed that the Client must be able to present the credit card used to book the room.

4.6. The Client can enter and leave the Hotel 24 hours a day (being specified that, during tume slots, an entry control system may be put in place). The Client is informed that in the event of loss of the electronic key, the Client may obtain de duplicate from the Hotel. For security reasons, the Client will be requirred to present a valid identity document to obtain this duplicate.

4.7. The rooms can be occupied by the Client from 3:00 pm. 

4.8. Except to benefit from the stipulations applicable in terms of early arrivals or late departure (see article 4.9 for more details), the rooms must be vacated by the Client befor 11:00 am, if not a penalty may be invoiced to the Client corresponding to the rate of one extra night.

 These sums are directly debited from the Client’s bank account via the credit card details provided by the Client during reservation. 

4.9. Early arrival – Late departure : upon availability, the Client can ask to access to the room before 3:00 pm on the day of arrival or to keep the room after 11:00 am and until 4:00 pm on the day of departure. This service must be subscribed on spot, an extra 25.00 Euros will be asked to the Client. 

4.10. As part of the use of the internet, the Client agrees to comply with the conditions of the use of internet, which are communicated to the Client at the first connection.

4.11. Pets are accepted within LORRAINE HÔTEL, an extra 10 Euros per pet will be asked to the Client, within the limit of two pets per room and with the obligation to be leashed or transported in a cage in the common areas.

The Client is responsible for all damages caused by the animal, in particular any damage that may be caused to the hotel staff and equipment, as well as to hotel guests and more generally to any third party.

The Client staying at the hotel with a pet is also informed that the cleaning of the room cannot be carried out if the animal is there during the service.

5. Rates – Payment methods

5.1. The Client is informed of the rates of the services subscribed to, prior to the conclusion of the Contract by consulting the LORRAINE HÔTEL website.

The rates indicated on the LORRAINE HÔTEL website are expressed in Euros. They include VAT but not the city tax (personal and daily tax). The rates indicated in the booking confirmation mentionned in article 3 includes VAT but does not include city tax. The amount for the city tax appears on the details of the booking confirmation. This amount is subjected to regular changes. Any modification of the taxes in force or introduction of new taxes after the reservation will be passed on to the total price paid by the Client.

5.2. The rates indicated when booking are per room, for one night and within the maximum limit of two (2) occupants per room (excluding children under thirty-six (36) months and with the possibility of adding a cot, free of charge).

5.3. Depending on the type of rate chosen by the Client when booking, the rate of the night(s) reserved must be paid by the Client as follows :

Reservations without the possibility of free modification and cancellation require prepayment. In this context, the rate of the night(s) reserved must be paid by the Client in full at the time of booking. In this case, the sums due are directly debited from the bank account corresponding to the credit card details provided by the Client at the time of reservation, after validation of the reservation by LORRAINE HÔTEL.

Reservations with the possibility of modification and cancellation, the rate of the Client’s entire say will be charged, from the Client’s arrival at the Hotel. In this case, the amount due are directly debited from the bank account corresponding to the credit card details provided by the Client at the time of reservation, after validation of the reservation by LORRAINE HÔTEL.

 5.4. Any extras and / or compensation due to damage or missing objects / furniturewill also be debited from the bank account corresponding to the credit card details provided by the Client at the time of reservation, after validation of the reservation by LORRAINE HÔTEL.

In this respect, LORRAINE HÔTEL informs the Client that his bank details are kept from the validation of the reservation. LORRAINE HÔTEL reserves the right to use this data after the end of the Client’s stay for a period of 7 days.

The Client is informed in advanceof the details and the amount of the debits which will be made on the Client’s account in the event of deterioration noted by LORRAINE HÔTEL at the end of the Client’s stay. Regarding the extra consumption, a summary note is sent to the Client by email.

 5.5. LORRAINE HÔTEL may modify the rates of the various rooms at any time without this modification having any consequences for the Client who will, in any event, be invoiced the rate in force on the day of the Client’s reservation, except for modification of the taxes in force or introduction of new taxes, as provided in article 5.1 of these General Terms and Conditions.

LORRAINE HÔTEL may also modify the rates for additional services. The rates applicable for these will be those on the day of their order by the Client. 

6. Modifications – Cancellation

6.1. According to the article L.221-28 of the Consumer Code, the Client is informed that the Client does not have the right of withdrawal provided for in article L.221-18 of the same code.

6.2. For each stay reservation, the terms of cancellation and / or modification on the reservation are detailed in the cancellation and modification policy, specific to the rate chosen, which is reminded in the booking confirmation.

6.3. When the Client has booked one or more nights without the possibility of cancellation and / or modification, cancellation is not permitted. The commitment of the parties will be considered firm and definitive and the Client will not be able to obtain any refund of the sums paid as prepayment on the day of reservation. However, the modification of the dates of stay can be done up to 24 hours before the date of arrival for a stay within the next 12 months (upon availability).

 6.4. When the Client has reserved an overnight stay with the possibility of modification, the client may freely change the date of the stay or the type of room until 6:00 pm on the day of arrival. In this case, the rate billedto the Client will be that in force at the time of the modification, for the new dates and the new type of room chosen by the Client.

When the Client has reserved an overnight stay with the possibility of cancellation and modification, the following terms apply :

In the event of cancellation befor 6:00 pm on the day of arrival, no sum will be billed to the Client;

If the cancellation occurs after 6:00 pm on the day of arrival, this late cancellation will result in billing of the total rate of the night in question. This amount is directly debited from the bank account corresponding to the credit card details provided by the Client at the time of reservation, after validation of the reservation by LORRAINE HÔTEL. If, however, this direct debit proves impossible for ny reason whatsoever, the Client undertakes to pay the amount by another mean of payment accepted by the Hotel.

In the event of cancellation during the Client’s stay, the Client may not claim any refund of the canceled night(s), the full amount paid ate the begining of the Client’s stay, pursuant to article 5.3 remaining acquired by LORRAINE HÔTEL.

These rules are applicable except in case of force majeure within the meaning of article 9 or specifi conditions specified in the cancallation and modification policy specific to the rate chosen.

6.5. Except in cases of force majeure pursuant to article 9, if the Client does not show up after 2:00 amon the first day of the reservation (« no show »).

If the nights have been reserved without the possibility of free modification or cancellation, the Client will not be entitled to any refund or any compensation.

If the nights have been reserved with the possibility of cancellation or modification, the amount of the first night will be directly debited from the bank account corresponding to the credit card details provided by the Client at the time of reservation, after validation of the reservation by LORRAINE HÔTEL.

In any case, unless the Client has previously informed LORRAINE HÔTEL by email or by phone before midnight that the Client could not be present before the arrival deadline but that nevertheless intended to join the Hotel later and take possession of the room(s), the Client is informed that LORRAINE HÔTEL will put the room(s) for sale.

6.6. If by extraordinary circumstances and excluding the event of force majeure, LORRAINE HÔTEL should not be able to ensure the reservation, it will offer the Client, at the latter’s choice, either the refund of the sums already paid, or relocation to an establishment of at least equivalent category and located nearby (LORRAINE HÔTEL bearing the possible difference between the price of the room initially reserved by the Client with LORRAINE HÔTEL and the price of the room in the new establishment). 

6.7. The terms of cancellation and modification are as follows :

When the Client has reserved one or more nights with the possibility of cancellation, the cancellation of the reservation can be made directly on the website or with the hotel by email or by phone.

When the Client wishes to modify the reservation, the modification can be made on the website, or with the hotel by email or by phone.

 7. Responsability – Complaints 

7.1. The Client is solely responsible for the choice of the services wished and for their suitability with the Client’s needs and LORRAINE HÔTEL shall not be liable in this respect.

7.2. The Client is informed that LORRAINE HÔTEL is unable to ensure that the room(s) allocated to the Client will be strictly identical to the photographs of the type(s) of room(s) reserved appearing on the  LORRAINE HÔTEL website. Indeed, within the hotel, variations may exist between the different rooms of the same type, particularly in terms of room size, furniture, colors or even in the event of a change of furniture or renovations. No complaint can therefore be made by the Client, unless the differences invoked are substantial.

 7.3. Any complaint from the Client must be made to the Hotel staff, and, if the Client considers that no satisfactory solution has been found, must imperatively be sent by registered letter within a maximum period of thirty (30) days from the end of the Client’s stay.

8. Management

To get in touch with the management department, the Client can :

Sen a letter to the following adress :

LORRAINE HÔTEL
29 Avenue de la résistance 54000 NANCY

Send an email to the following adress : reception@lorraine-hotel.fr

9. Force majeure

No failure or omission by either party in the performance of its obligation under the Contract may be considered as a breach by this party of its contractual commitments in the event that this failure or omission is due to an event of force majeure, as defined by the case of law of the Pleanry Assembly of the Court of Cassation. Force majeure will only release the party invoking its contractual obligations to the extent and during the time that it is prevented from performing them.

10. Personal data and cookies

10.1. The Client’s personal data collected by LORRAINE HÔTEL is subject to processing according to  the law of the 6 janvier 1978 relating to data processing and freedom for the purposes of performance of the Contract, in particular management of the reservation, information sending, as well as payment and invoicing operations.

Credit card datas is kept for the duration necessary for the execution of the Contract. In addition, they may be kept in intermediate archives for the purpose of proof for a period of 13 months, following the debit date or 15 months in the case of deferred debit payment cards, it being specified that they may only be used in case of dispute.

10.2. The Client’s personal data, collected by LORRAINE HÔTEL must be communicated to third parties (in particular the manager of the reservation platform and the company in charge of the secure payment website) so that the services can be rendered. Some of these third parties may be located abroad but still within the European Union. These third parties may only use this data for these same purposes. Third parties have undertaken to take all necessary security measures to guarantee the confidentiality of the Client’s personal data.

 10.3. LORRAINE HÔTEL may use the Client’s personal data for its own marketing operations by sending to the Client, information on its products and services, unless the Client expressly objcts when communicating the personal data or later by writin to the Management whose contact details appear in article 8.

 10.4. The Client has a right of access, modification, rectification, opposition and deletion of personal data concerning the Client, as well as a right to define directives realted to the fate of the Client’s personal data after death. The Client may also request the communication of the personal data. The Client can exercise these rights by writing to the Management whose contact details appear in article 8.

10.5. The reservation procedure and navigation on the LORRAINE HÔTEL website may lead to the installation of cookies in order to memorize the Client’s identifiers and thus allow the Client direct access to personal data. The CLient can nevertheless deactivate these cookies at any time, through the settings of the browser.

10.6. LORRAINE HÔTEL takes all necessary measures to ensure the protection and confidentiality of the personal data trasmitted by its Client.

11. Miscellanous

11.1. By express agreement between LORRAINE HÔTEL and the Client, the emails and SMS exchanged for the execution of the Contract will have probative value.

11.2. These General Terms and Conditions of Sale may be modified and / or supplemented by LORRAINE HÔTEL. In this case, the new Conditions will be posted on the LORRAINE HÔTEL website and will aply immediately to any new reservationmade on the website or by phone.

 12. Applicable law – dispute resolution 

The Contract is subject to French law.

The Client is informed of the possibility of having recourse, in the event of a dispute, to a conventional mediation procedure or to any other alternative method of dispute resolution.

In particular, the Client may refer the matter to a court conciliator free of charge. The list of justice conciliators is available at the following adress : http://www.conciliateurs.fr/.