THESE GENERAL TERMS AND CONDITIONS OF SALE APPLY TO ALL RESERVATIONS MADE BY INDIVIDUAL GUESTS AT THE RIVAGE HOTEL & SPA ANNECY, A HOTEL IN THE BEST MONT-BLANC GROUP.
SH ANNECY
Simplified joint stock company with capital of €10,010,000
Head office: 29 bis rue d'Astorg,75008 Paris
R.C.S. Paris n° 850 614 215
Le Rivage Hôtel & Spa Annecy, 33 avenue du Petit Port, 74000 Annecy, France
Tel.: 04 50 51 01 10 - E-mail: contact@rivage-hotel.com
VAT number: FR 25 850 614 215
Professional liability insurance underwritten by AXA France IARD SA, 313 Terrasses de l'Arche, 92727 Nanterre Cedex.
Hereinafter referred to as "SH ANNECY".
SH ANNECY publishes and operates the https://www.rivage-hotel.com/ website (also available in a mobile version), a hotel reservation site and other complementary services (hereinafter the "Site").
The purpose of these general terms and conditions of sale (hereinafter the "General Terms and Conditions") is to define the terms and conditions under which SH ANNECY allows its individual customers (hereinafter the "Customer(s)") to benefit from all the services, in particular reservation services, available on this Site and described in greater detail below (hereinafter together the "Services").
Prior to any reservation of a Service on the Site, the Customer declares (i) that he/she is acting for personal purposes that do not fall within the scope of his/her commercial, industrial, artisanal, liberal or agricultural activity and (ii) that he/she has full legal capacity to commit himself/herself under the present Terms and Conditions.
The Customer is invited to carefully read the present General Conditions, which must be accepted before booking any Service offered on the Site. Customers are advised to save and print these General Conditions using the standard functions of their browser and computer. The Customer should also consult the Special Terms and Conditions that appear on the price list and are specific to each price.
These General Terms and Conditions apply in their entirety to all orders for Services placed on or after January 1, 2025.
SH ANNECY reserves the right to modify or supplement all or part of these General Terms and Conditions at any time. In this case, the new version of the General Terms and Conditions will be available on the Site with its effective date. Customers are advised to consult the General Terms and Conditions regularly to take note of any changes. In any event, the Customer will only be bound by the version of the General Terms and Conditions in force at the time the Customer books the Service.
The Customer is solely responsible for paying, where applicable, for all technical resources required to access the Site.
SH ANNECY offers on its Site (i) hotel room reservation services ("Accommodation Services") (2.1.1) and (ii) services complementary to said Services ("Complementary Services") (2.1.2). The Accommodation Services and the Complementary Services are hereinafter together referred to as the "Services".
The Site allows you to reserve rooms at Rivage Hôtel & Spa Annecy (hereinafter referred to as "the Establishment").
The essential characteristics, dates of availability, price, options offered, payment conditions and special sales conditions applicable to the selected rate (guarantee policies, cancellation conditions, check-in time, member rate conditions, etc.) of the proposed Establishment are presented during the booking process as described in article 3 below.
In this respect, it is specified that the Hotel has its own special conditions of sale applicable to the selected rate, also available on the Site (hereinafter referred to as the "Special Conditions"), which are brought to the Customer's attention prior to any reservation on the Site. By way of example, the Special Conditions may include details of check-in and check-out times, the guarantee policy, the cancellation period, Wi-Fi access, specific conditions applicable to children, and the admissibility of pets provided they are kept on a leash or in a cage in the common areas of the establishment (for reasons of hygiene, pets are never allowed in the dining rooms).
In application of the regulations in force in certain countries, the Customer may be asked to complete a police form on arrival at the Hotel. To do so, the Customer must show proof of identity to enable the Establishment to check whether a police form must be completed by the Customer.
On arrival at the establishment, the customer must sign the policy form after checking the accuracy of the information that has been pre-filled in, and after modifying it if necessary.
Should the customer refuse to complete or sign the police form, he acknowledges that he has been informed that the establishment is entitled to refuse to make the reserved accommodation available to him.
The Site also allows you to book Complementary Services, such as breakfast, a bottle of champagne on arrival or an upgrade to the Lodging Services, a treatment or a massage at the Spa.
The Complementary Services also refer to travel services within the meaning of Article 3.1 of Directive (EU) 2015/2302 of November 25, 2015 on package travel and related travel services, likely to form with the Accommodation Services either a "related travel service" or a "tourist package" according to the criteria specified by the said Directive and Articles L.211-1 et seq. of the French Tourism Code. This information is communicated to the Customer prior to booking these services in the Special Conditions specific to each offer.
SH ANNECY enters into partnership and distribution agreements with third-party websites ("Partners") in order to enable the Customer to search for, select and reserve rooms in the Hotel.
The conditions of sale applicable to these Partner Services are available on the Partner's website.
The Customer chooses any Service presented on the Site or those of its partners by following the path provided for this purpose.
Reservations for Services are made by the Customer on the Site. The booking procedure varies according to the Customer's navigation and request; it includes the following steps for booking stays with one or more Complementary Service(s):
All reservations are deemed to have been made when the customer clicks on the "Confirm your reservation" page (i) in the case of a prepaid reservation, on the "Pay X €" button, or (ii) in the case of a reservation to be paid for at the establishment, on the "Confirm" button.
Any reservation made via the https://www.rivage-hotel.com/ website implies full and unreserved consultation and acceptance of these General Terms and Conditions, as well as of the Special Terms and Conditions of Sale for the fare booked, which are expressly mentioned in the fare description selected at the time of booking.
The customer must confirm by ticking the box that he/she has read and accepted the present General Terms and Conditions and the Special Terms and Conditions of Sale for the fare booked before definitively confirming the booking; no booking is possible without this agreement.
For all other reservation methods, the customer receives the present General Terms and Conditions with the reservation confirmation. Confirmation of a reservation implies acceptance of these terms and conditions of sale, and full and unreserved acceptance of their provisions.
The Customer may book Services in the name of one or more other person(s), up to a maximum of 7 (seven) rooms. Beyond this limit, the reservation made by the Customer will be subject to the conditions applicable to groups (conditions available on request from contact@bestmontblanc.com and differ according to the type of group). For reservations concerning business groups, meetings, seminars, etc., please contact contact@bestmontblanc.com for a personalized quote.
If the confirmation e-mail is not received within 24 hours of booking, it is the customer's responsibility to contact the establishment to check that the information provided is correct and that the booking has been taken into account.
Reservations made by the Customer via the Partner Services are made via the website and mobile services of each Partner. Reservations are made directly between the Customer and the Partners, following the steps on the Partners' website and mobile services.
Prices relating to the reservation of Services are indicated before, during and after the reservation, and are in euros. Any conversion of the price in euros into a foreign currency is provided for information purposes only.
For Accommodation Services, the prices indicated are per room for the number of person(s) and date selected (excluding exceptions and supplements indicated for babies or pets, for example).
Upon confirmation of the reservation of a Service, the total price is indicated to the Customer in the commercial currency chosen by the Customer and the commercial currency of the Establishment (EUR), and is valid only for the period indicated on the Site.
If the total price of the Service reservation is debited at the Establishment in a currency other than that confirmed on the reservation, exchange charges are payable by the Customer. Please note that if a conversion of the currency confirmed on the reservation into another currency appears on the Site, it is given purely as an indication and is non-contractual, particularly in view of possible changes in exchange rates between the reservation date and the dates of stay at the Establishment. On the basis of the total price in euros, this is converted in accordance with the daily exchange rate provided by D-EDGE.
Unless otherwise stated on the Site, options (e.g. breakfast, half board, full board etc.) that are not offered at the time of booking the Service are not included in the price.
The tourist tax, presented during the booking process, must be paid directly to the establishment, except in the case of online prepayment before the stay, when this amount may be included. Prices include VAT applicable on the day of booking, and any change in the VAT rate will be automatically reflected in the price indicated on the invoice date.
Any modification or introduction of new legal or regulatory taxes imposed by the competent authorities will automatically be reflected in the price indicated on the date of invoicing.
Lastly, certain promotional offers are only available on the Site are sold exclusively on the Internet and under no circumstances at the reception desk of the Establishment.
The Customer communicates his payment details either (i) to prepay the reservation before the stay, (ii) or as a guarantee for the reservation, by indicating directly, in the area provided for this purpose (entry secured by SSL encryption) in the case of a bank card, the bank card number, with no spaces between the digits, as well as its date of validity (it is specified that the bank card used must be valid at the time of the stay) and the visual cryptogram in the case of prepayment via the payment platforms mentioned below.
SH ANNECY has chosen PAYZEN to secure online credit card payments. The customer's payment card is subject to a validity check by these partners, and may be refused for a number of reasons: stolen or blocked card, limit reached, input error, etc. In the event of a problem, the Customer must contact his bank on the one hand, and the Establishment or any other entity on the other, to confirm his reservation of the Service and his method of payment.
The online payment methods (cards, wallet, etc.) available and mentioned on the Site's payment page may be Visa and Mastercard, JCB, Diners. This list is subject to change. For all other means of reservation, a PAYZEN payment link may be sent to guarantee the reservation or make the prepayment.
In the event of payment at the establishment, the same means of payment will be accepted (along with other means such as cash and vacation vouchers), and the customer must present to the establishment the bank card used to guarantee the reservation or make the prepayment. The establishment may also ask the customer to show proof of identity to prevent credit card fraud.
An invoice will be sent in electronic format to the e-mail address provided by the Customer at the time of booking; if the Customer wishes to receive an invoice in paper format, he/she must expressly request this from the Establishment.
SH ANNECY informs its customers of the existence of an insurance contract with SAFEBOOKING covering the consequences of cancellation or modification by the customer. The General Sales Conditions of the cancellation insurance are available on the link below:
https://www.secure-bookings.com/Terms/Insurance/Safebooking-fr.pdf
To take out cancellation insurance, you need to tick the box on the website or specify it when booking by telephone.
If SAFEBOOKING fails to collect the insurance premium in full, the customer will not be covered by the cancellation insurance.
No claim can be made in the event of non-collection.
Prepayment refers to any payment made by the customer at the time of booking. Once prepayment has been made, the Customer will receive an e-mail confirming the reservation.
The amount debited at the time of booking includes the total amount indicated at the time of booking (including all applicable taxes, with the exception of tourist taxes for unclassified Establishments) and, where applicable, the price of the options selected by the Customer, as described in article 4.1 above.
The actual debit of the reservation amount may require a certain processing time. If the reservation amount has not been debited by the end of the processing time, the reservation will be cancelled.
The guarantee of the reservation by credit card means that the Customer's payment details are taken at the time of reservation. The customer's credit card is not debited, and payment for the stay is made directly to the establishment on the day of arrival or departure, unless the customer fails to arrive at the establishment and has not previously cancelled the reservation in accordance with the cancellation conditions of the rate booked.
All reservations must be guaranteed by a valid credit card. If the credit card is not valid, the hotel will contact the customer to provide another credit card. If no reply is received, or if the credit card is still not valid, the hotel reserves the right to cancel the reservation within 24 hours of the reservation date.
It is up to the Establishment to define the rules relating to pre-authorization.
For any stay, on the day of the customer's arrival, the hotel may request authorization (also known as "pre-authorization") from the customer's bank for up to the amount of the reservation and a lump sum to cover any consumption or expenses incurred by the customer on site (breakfast if not included in the price, restaurant, bar, tourist tax if applicable, etc.). This lump sum is determined by the establishment according to the number of people and the number of nights booked.
Example: 2 nights at 130 euros + 40 euros estimated for extras = request for authorization of 300 euros.
The pre-authorization request is not an immediate debit, but corresponds to a reserve for future payment, authorized by the customer's bank, which temporarily reduces the ceiling of the bank card used to guarantee the possibility of a future debit. In certain cases, depending on the customer's bank, the pre-authorization request may appear as a pending debit on the bank account associated with the card used.
When the pre-authorization request has been activated and confirmed by the bank, either :
In rare cases, the pre-authorization request may result in a debit by the customer's bank before the actual debit is made. In this case, the debit will not be made twice. The balance, if in the customer's favor, will be automatically re-credited by the bank to the customer.
If the booking is cancelled after the pre-authorization request has been activated in accordance with the cancellation conditions of the fare booked, a request to cancel the pre-authorization request is automatically sent to the cardholder's bank. In rare cases, this cancellation may appear as a refund.
It should be noted that it usually takes twenty-four (24) to forty-eight (48) hours for the pre-authorized amount to be released (or reimbursed), but this can take up to seven (7) business days or more, depending on the cardholder's bank.
To activate a pre-authorization request, the customer is asked to provide his or her credit card details as part of the booking guarantee. The Customer is informed in advance of the characteristics of the pre-authorization request. Credit card details are stored solely by SH ANNECY's payment service provider, in accordance with a strict policy of bank data security.
If the Customer fails to show up on the first day of his or her reservation for an Accommodation Service, the Customer's reservation will be cancelled in its entirety and the Establishment will return the reserved Accommodation Services for sale:
At the time of prepayment of a non-cancellable / non-exchangeable / non-refundable reservation, the amount of the deposit that is debited includes the total amount indicated at the time of reservation and, where applicable, the price of the options selected by the Customer, as described in article 4.1 above.
In order to facilitate and prepare the arrival of the customer at the hotel, SH ANNECY has set up the Pre-Stay service, a digital procedure enabling the customer to enter data and requests for additional services prior to their stay, provided that their reservation is eligible for this service.
The customer will receive, 7 days to 48 hours before the planned date of arrival at the establishment, an e-mail from the establishment asking him to complete the online form. The establishment will contact the customer prior to arrival, depending on the services requested and their availability.
In accordance with article L. 221-28, 12° of the French Consumer Code, the Customer does not have the right of withdrawal provided for in article L. 221-5 of the same code for the provision of accommodation services, goods transportation services, car rental services, catering services or leisure activities which must be provided on a specific date or at a specific time.
Consequently, the Customer has no right of withdrawal in respect of accommodation, catering or wellness services bookable from the Site and which are provided on a specific date or for a specific period.
For each Service reservation, the Special Conditions specify the terms and conditions for cancelling and/or modifying the reservation.
Reservations with prepayment cannot be modified and/or cancelled. Deposits (sums paid in advance) will not be reimbursed. In this case, this is mentioned in the Special Conditions.
Where permitted by the Special Conditions:
If these modification requests concern an extension, an increase in the number of people or the purchase of a complementary Service or a more expensive Service, the price of these modifications will be invoiced in addition. The Establishment will do its utmost to accommodate such requests. The Establishment cannot be held liable if the modifications requested by the Customer cannot be taken into account.
In the event of interruption of a Service due to the Customer's fault, the full agreed price will be collected. In the case of reservations with prepayment before the stay, no refund will be granted.
Rooms are available from 4pm.
In the case of an Accommodation Service, the Customer must leave the hotel room before the time indicated by the hotel, i.e. 11:00 a.m. on the day the reservation ends. Failure to do so will result in the Customer being charged for an additional night's stay. However, depending on the availability of the establishment, and subject to a supplement announced on the day in question, the customer may keep the room for a longer period, depending on the formula chosen.
Customers are solely responsible for their choice of Services on the Site and their suitability for their needs, and SH ANNECY cannot be held liable in this respect.
The customer is also solely responsible for the information provided when booking a Service. SH ANNECY cannot be held responsible for any erroneous or fraudulent information provided by the customer. Furthermore, the customer alone is responsible for the use of any reservation made, whether in his or her own name or on behalf of third parties, including minors, unless fraudulent use resulting from no fault or negligence on his or her part can be demonstrated. In this respect, SH ANNECY must be immediately notified of any misappropriation or fraudulent use of its e-mail address by contacting the Establishment using the contact details given on page 1 of these terms and conditions.
The customer undertakes to use the Site and the Services offered therein in compliance with the applicable regulations and the present General Terms and Conditions. Should the customer fail to comply with its obligations under these General Terms and Conditions, it shall be liable for any damage caused by it to SH ANNECY or to third parties. In this respect, the customer undertakes to indemnify SH ANNECY against all claims, actions or recourse of any nature whatsoever that may result and to compensate SH ANNECY for all damages, costs or indemnities whatsoever relating thereto.
In particular, by making a definitive reservation for a Service, the Customer undertakes to pay the price and to comply with the relevant Special Conditions. The Establishment has Internal Regulations for the Customer's use. The Customer accepts and undertakes to abide by the aforementioned regulations, the provisions of which apply both to the Customer and to any occupant of the Customer's property. In the event of a breach of the aforementioned regulations, the establishment may immediately evict the customer and all persons sharing his or her stay, without any compensation and/or without any reimbursement if payment has already been made. It may also refuse the customer any future reservations, as well as all other Best Mont-Blanc Hotels.
Indeed:
The Customer is responsible for all damage caused by him/her and/or his/her guests within the Premises and shall bear all costs arising from such damage and/or failure to comply with the aforementioned rules. SH ANNECY reserves the right to intervene if necessary and to take any appropriate action against the Customer. Any damage caused by the Customer or the Customer's occupants in the room or in the various areas occupied by the Customer during the stay must be reported to the Establishment's reception desk, and the Customer may be billed directly for the cost of repairing the damage.
SH ANNECY undertakes, within the framework of an obligation of means, to provide access to the Site and the Services offered in compliance with the General Terms and Conditions and to act with diligence and competence and make every effort, within reasonable limits, to remedy any malfunction brought to its attention.
SH ANNECY may, however, be obliged to suspend the Site temporarily without notice, in particular for technical maintenance reasons, without this entailing any liability on its part.
The customer acknowledges and accepts that SH ANNECY cannot be held liable for any inconvenience or damage associated with the use of the Internet, including, but not limited to, the following:
The Site may contain hypertext links to other websites published and managed by third parties. SH ANNECY accepts no responsibility for the content of these websites or the services offered on them. In this respect, it is specified that the partners are responsible for promoting the offers published on their own websites. The decision to consult third-party websites is therefore the sole responsibility of the customer.
Neither party may be held liable to the other party in the event of non-performance of its obligations resulting from force majeure. It is expressly agreed that force majeure suspends, for the parties, the performance of their mutual obligations, and that each party shall bear the costs arising therefrom. Cases of force majeure are those usually recognized by the case law of the Cour de cassation (French Supreme Court). Should the case of force majeure last for more than thirty (30) days from the date of its occurrence, the present General Terms and Conditions may be terminated by either party, without either of them being entitled to claim damages.
In the event of force majeure, an exceptional event or the impossibility of providing the Service, and in particular of making the reserved room available to the Customer, the Establishment may reserve the right to accommodate the Customer, in whole or in part, in an Establishment of equivalent category, or to provide a Service of the same nature, subject to the Customer's prior agreement. Reasonable expenses relating to the transfer (possible additional cost of the room, transport and a telephone call) between the two Establishments are to be borne by the Establishment initially chosen. In the event of a relocation procedure, the Customer may also request cancellation of the reservation, in which case an immediate refund will be made.
When the customer uses the Site, in particular when making a reservation, SH ANNECY processes personal data under the conditions described on the "Confidentiality" page accessible on the bottom banner of the Site, or by clicking on the following link: https://www.rivage-hotel.com/confidentialite .
The Customer is informed, on each of the personal data collection forms, of the compulsory or optional nature of the answers and information by the presence of an asterisk.
SH ANNECY may not be able to register a reservation and ensure that it is properly followed up if you fail to provide information identified as mandatory.
In accordance with current regulations on the protection of personal data, the customer has a right of access to information concerning him or her, as well as a right to rectify, oppose, limit processing and delete information, which he or she may exercise:
The entry of the required banking information and the acceptance of these General Terms and Conditions and the Special Terms and Conditions by electronic means constitute an electronic contract between the parties, which is proof between the parties of the reservation of the Service and of the payability of the sums due in execution of the said reservation.
The General Terms and Conditions and the applicable Special Terms and Conditions express the entirety of the obligations of the parties. No other condition communicated by the Customer may be incorporated into them.
In the event of contradiction between the Special Terms and Conditions and the General Terms and Conditions, the Special Terms and Conditions alone shall apply to the obligation in question. In the event of contradiction between, on the one hand, a partner's general terms and conditions of any kind whatsoever and, on the other hand, the present General Terms and Conditions, the stipulations of the present General Terms and Conditions shall be the only ones applicable to the obligation in question.
If one or more stipulations of the General Terms and Conditions are held to be invalid or declared as such in application of a law, a regulation or following a final decision of a competent court, the other stipulations will retain all their force and scope.
The authentic language is French. Should the General Conditions be translated into a foreign language, the French language shall prevail over any other translation in the event of any dispute, litigation, difficulty in interpreting or executing the present conditions and, more generally, concerning relations between the parties.
The customer acknowledges and agrees that SH ANNECY may assign these General Terms and Conditions and all rights and obligations attached thereto to any third party without the customer's prior written consent. The customer accepts that such assignment releases SH ANNECY for the future. The customer may not assign the General Terms and Conditions or the rights and obligations attached thereto to third parties without the prior written consent of SH ANNECY.
In accordance with article L.223-1 of the French Consumer Code, consumers who do not wish to be the subject of commercial canvassing by telephone can register free of charge on a telephone canvassing opposition list. This list is accessible via the following website: www.bloctel.gouv.fr.
In accordance with the provisions of article L. 211-3 of the French Consumer Code, in the event of a dispute relating to these General Terms and Conditions, the Customer is informed of the possibility of resorting free of charge to a conventional mediation procedure or any other alternative dispute resolution method.
Any complaint relating to the reservation of Services or their execution must be addressed in writing to :
To facilitate the processing of complaints, it is advisable to send complaints to the Establishment concerning the non-performance or improper performance of the Services in writing within eight (8) days of the date on which the Service was performed.
In the absence of a satisfactory response or in the absence of a response within a minimum of sixty (60) days from the date of the written complaint sent to the Establishment (and within a maximum of one (1) year from the date of this written complaint), the Customer may refer the matter to the Médiateur du Tourisme et du Voyage (MTV - Médiation Tourisme et Voyage, BP 80 303, 75 823 Paris Cedex 17) in accordance with the procedures set out on its website: www.mtv.travel.
The mediator's opinion is not binding on the parties to the contract. Failing an amicable settlement, the dispute may be brought before the competent courts.
Furthermore, in accordance with the provisions of Regulation (EU) No. 524/2013 of the European Parliament and of the Council of May 21, 2013, a European online dispute resolution platform has been set up by the European Commission for the settlement of disputes relating to online purchases. This platform can be accessed by clicking on the following link: https://webgate.ec.europa.eu/odr/.
SH ANNECY's e-mail address is: contact@rivage-hotel.com
These General Terms and Conditions are governed by French law, without prejudice to any mandatory protective provisions that may apply in the Customer's country of residence.
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