General Terms and Conditions of Sale — Direct Individual Customers Teneo Apparthotel

This document is a translation provided for information purposes only. In the event of any discrepancy in interpretation, the French version shall prevail.

Article 1 – Scope

These General Terms and Conditions of Sale, hereinafter referred to as the “GTCS”, apply to individual bookings made directly with TENEO APPARTHOTEL establishments, in particular via the website, by telephone, by email or directly at reception.
These GTCS apply to individual bookings. Group bookings, from ten (10) rooms upwards, are subject to specific terms.
Any booking implies full and unreserved acceptance of these GTCS as well as of the specific conditions of the rate booked.

Article 2 – Nature of the stay

The services offered by TENEO APPARTHOTEL constitute temporary hotel or para-hotel accommodation services.
The customer may not invoke the provisions applicable to residential leases, in particular with regard to the right to remain on the premises.
Any administrative, personal or professional registration of address at the establishment’s address is prohibited.

Article 3 – Booking

The booking becomes final after confirmation by TENEO APPARTHOTEL and, depending on the rate chosen, after provision of a bank card as a guarantee or full payment for the stay.
A booking number or written confirmation is provided to the customer.
TENEO APPARTHOTEL reserves the right to refuse any booking in the event of incomplete or incorrect information, an invalid bank card, or previous inappropriate behaviour by the customer within one of its establishments.

Article 4 – Rates

Rates are expressed in euros, all taxes included, excluding tourist tax and additional services, unless otherwise stated.
Rates may vary according to the dates, the length of stay, the type of accommodation, availability and the booking conditions chosen.
Tourist tax is invoiced in addition, in accordance with the local regulations in force.
Additional services, such as breakfast, parking, pets, additional cleaning, linen change or any other optional service, are invoiced in addition unless otherwise stated in the offer booked.

Article 5 – Applicable rate conditions

The customer acknowledges that each rate has its own payment, modification and cancellation conditions. The conditions of the rate chosen prevail over the general terms and conditions where they are more specific.

5.1 – Flexible Rate
The Flexible Rate offers the most flexible booking conditions.
The rate includes:
Accommodation only;
Internet / Wi-Fi connection included;
Breakfast available at extra cost.
Booking conditions:
Cancellation and modification free of charge up to 24 hours before the arrival date, 3:00 p.m. local time at the establishment;
The bank card provided at the time of booking serves solely as a guarantee;
No payment is taken online at the time of booking;
Payment for the stay is made on arrival, unless otherwise specified at the time of booking.
Late cancellation and no-show:
In the event of cancellation less than 24 hours before arrival or of a no-show, the first night, excluding extras and tourist tax, will be charged to the bank card provided as a guarantee.

5.2 – Sliding-Scale Rate
The Sliding-Scale Rate offers a preferential rate from the 4th night of the stay onwards.
The rate includes:
Accommodation only;
Internet / Wi-Fi connection included;
Breakfast available at extra cost.
Booking conditions:
Cancellation and modification free of charge up to 48 hours before the arrival date, 3:00 p.m. local time at the establishment;
The bank card provided at the time of booking serves solely as a guarantee;
No payment is taken online at the time of booking;
Payment for the stay is made on arrival, unless otherwise specified at the time of booking.
Late cancellation and no-show:
In the event of cancellation less than 48 hours before arrival or of a no-show, the first two nights, excluding extras and tourist tax, will be charged to the bank card provided as a guarantee.

5.3 – Advance Purchase Rate
The Advance Purchase Rate offers a specific discount for booking a stay in advance.
The rate includes:
Accommodation only;
Internet / Wi-Fi connection included;
Breakfast available at extra cost.
Booking conditions:
Full payment for the stay is required at the time of booking;
The booking is firm and final once payment has been validated;
Non-cancellable, non-modifiable and non-refundable rate.
Cancellation conditions:
As soon as the booking is confirmed, 100% of the amount of the stay, excluding extras and tourist tax, is charged and non-refundable.
In the event of cancellation, modification, no-show, early departure or interruption of the stay for any reason whatsoever, no refund, even partial, may be granted.

5.4 – Prepaid Rate
The Prepaid Rate offers a preferential rate in return for immediate payment.
The rate includes:
Accommodation only;
Internet / Wi-Fi connection included;
Breakfast available at extra cost.
Booking conditions:
Full payment for the stay is required at the time of booking;
Booking confirmed after validation of payment;
Non-cancellable, non-modifiable and non-refundable rate.
Cancellation conditions:
As soon as the booking is confirmed, 100% of the amount of the stay, excluding extras and tourist tax, is charged and non-refundable.
In the event of cancellation, modification, no-show, early departure or interruption of the stay for any reason whatsoever, no refund, even partial, may be granted.

Article 6 – Payment

Depending on the rate booked, payment may be made:
on arrival;
at the time of booking;
or in accordance with any other terms specified in the specific conditions of the rate.
Payment may be made by bank card, by secure link, by bank transfer, by ANCV holiday vouchers depending on the establishment, or by any other means accepted by the establishment.
The customer guarantees that the bank card used for the booking is valid and has the necessary authorisations.
TENEO APPARTHOTEL reserves the right to carry out a bank pre-authorisation before arrival in order to verify the validity of the card provided as a guarantee.

Article 7 – Security deposit and bank guarantee

Depending on the type of stay, its duration, the establishment or the rate booked, TENEO APPARTHOTEL may request a bank card as a guarantee or a security deposit.
This guarantee may in particular cover:
late cancellation or no-show charges;
services consumed on site;
damage observed;
exceptional cleaning costs;
loss of keys or badges;
any balance remaining due to the establishment.
The security deposit, where it is cashed, will be returned after the customer’s departure, subject to verification of the condition of the accommodation and full payment of the sums due.

Article 8 – Arrival and departure

Accommodation is available from 3:00 p.m. on the day of arrival, unless otherwise stated by the establishment.
It must be vacated by 11:00 a.m. at the latest on the day of departure.
Any unauthorised late departure may give rise to the invoicing of additional charges, which may amount to up to one additional night depending on the time of departure.
A valid form of identification may be requested on arrival.

Article 9 – Modification of the stay

Any modification request is subject to the conditions of the rate booked and to the availability of the establishment.
For modifiable rates, modifications are possible within the time limits laid down by the rate conditions.
For non-cancellable, non-modifiable and non-refundable rates, no modification can be guaranteed after confirmation of the booking.
Any modification may result in a change of rate.

Article 10 – No-show and early departure

In the event of a no-show, the applicable charges are those of the rate booked.
For non-cancellable, non-modifiable and non-refundable rates, the full amount of the stay remains due.
For flexible or sliding-scale rates, no-show charges are applied in accordance with the specific conditions of the rate booked.
Any stay that has commenced is due in accordance with the conditions of the rate booked. No refund will be granted in the event of early departure or of a service not used by reason of the customer.

Article 11 – Cleaning and linen

Cleaning and linen change services are organised according to the length of the stay.
For stays of less than 7 nights, no cleaning or linen change is included during the stay, unless otherwise stated.
For stays of 7 nights or more, a make-up clean and a linen change are carried out every 7 days.
Additional cleaning or linen change services may be ordered from reception, subject to availability and at extra cost.
The customer must return the accommodation in a proper state of use. Any exceptional cleaning may be invoiced.

Article 12 – Occupancy of the accommodation

The maximum number of occupants indicated at the time of booking must be strictly complied with.
TENEO APPARTHOTEL reserves the right to refuse access to any additional undeclared person or to any person exceeding the maximum authorised capacity of the accommodation.
The accommodation is intended exclusively for temporary occupancy.
Any personal, administrative or professional registration of address is prohibited.
The customer undertakes to use the accommodation peacefully, in accordance with its intended purpose and with the establishment’s internal rules.

Article 13 – Pets

Pets are allowed. A supplement is applied.
Pets must remain under the permanent responsibility of their owner and must not cause any nuisance, damage or disturbance to other customers or to staff.
TENEO APPARTHOTEL reserves the right to refuse or to terminate the stay in the event of inappropriate behaviour by the animal.

Article 14 – Liability and damage

The customer is liable for any damage, breakage, loss, disappearance or deterioration caused by themselves, by the persons accompanying them or by any person to whom they have granted access to the establishment.
The actual costs of restoration, replacement, cleaning or repair may be invoiced to the customer upon presentation of supporting documents.
TENEO APPARTHOTEL may not be held liable for the loss, theft or deterioration of the customer’s personal effects in the accommodation, the communal areas or parked vehicles.

Article 15 – Internal rules and behaviour

The customer undertakes to comply with the establishment’s internal rules, the safety instructions, the timetables and the peace and quiet of other customers.
The following are prohibited in particular:
noise nuisance;
unauthorised parties;
damage to the premises;
failure to comply with the smoking ban;
occupancy by a number of persons exceeding the authorised capacity;
any behaviour prejudicial to the safety, hygiene or peace and quiet of the establishment.
In the event of inappropriate or dangerous behaviour, or behaviour contrary to the internal rules, TENEO APPARTHOTEL reserves the right to terminate the stay without refund, without prejudice to the sums remaining due and to any restoration costs.

Article 16 – Right of withdrawal

In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal applicable to certain contracts concluded at a distance does not apply to accommodation services provided on a specific date or with a specific periodicity.
The customer therefore does not benefit from a 14-day withdrawal period for bookings made with TENEO APPARTHOTEL.

Article 17 – Force majeure

TENEO APPARTHOTEL may not be held liable for the non-performance or delayed performance of its obligations in the event of force majeure within the meaning of Article 1218 of the French Civil Code.
In the event of an event preventing the normal performance of the service, the parties shall come together in order to examine, if possible, a solution for postponing or adapting the stay.

Article 18 – Personal data

TENEO APPARTHOTEL collects and processes certain personal data necessary for the management of the booking, the stay, invoicing, customer service and compliance with legal obligations.
In accordance with the applicable regulations on the protection of personal data, the customer has a right of access, rectification, erasure, objection and restriction of processing.
The procedures for exercising these rights are set out in the privacy policy available on the TENEO APPARTHOTEL website.

Article 19 – Complaints

Any complaint relating to a stay must be sent in writing to the establishment concerned within 30 days of the departure date.
The complaint must specify the customer’s name, the booking number, the dates of the stay and the detailed reasons for the request.

Article 20 – Consumer mediation

After having contacted customer service or the establishment concerned, and in the absence of a satisfactory response, the consumer customer may have free recourse to the competent consumer ombudsman.
The ombudsman’s contact details are available on the TENEO APPARTHOTEL website or provided on simple request.

Article 21 – Applicable law and disputes

These GTCS are governed by French law.
In the event of a dispute, the parties shall endeavour to find an amicable solution.
Failing an amicable agreement, the dispute shall be brought before the competent courts in accordance with the rules of ordinary law.

Article 22 – Acceptance of the GTCS

Validation of the booking, full or partial payment for the stay, or the provision of a bank card as a guarantee entails full and unreserved acceptance of these GTCS and of the specific conditions of the rate booked.