General conditions of Sale
The websites accessible through the URL www.inwood-hotels.com (“Websites”) are owned and edited by the HELIONWOOD company, a simplified joint stock company with a sole shareholder with a capital of EUR 45,386,000. It is registered in the Paris Trade and Companies Register under number 504 196 999. Its headquarters are located at 6 rue de Berri, 75008 Paris and its VAT number is FR72 504 196 999.
For further information, we request that you contact firstname.lastname@example.org.
1.1 The Websites allow customers to reserve rooms and additional services within the different hotels of the Inwood Group (hereinafter referred to as “Hotels”).
1.2 The present General Terms and Conditions of Sale (“General Terms and Conditions of Sale”) apply to the reservation of rooms and additional services within the Hotels (“Services”) and are those in force on the date of your booking confirmation on the Websites. These shall cancel and replace any previous General Terms and Conditions of Sale online and/or accepted by the Customer.
1.3 All reservations on the Websites shall require the consultation and unreserved and unconditional acceptance of the General Terms and Conditions of Sale. We recommend that you download and/or print the General Terms and Conditions of Sale so that you can keep a copy until the day of your reservation, as these are subject to change. Nevertheless, any changes that take place after the booking confirmation shall not apply to this reservation.
1.5 The Customer acknowledges having all required information on the Websites, which notably comprises of:
- the full contact details of the HELIONWOOD company, which can be found under the “General Terms and Conditions of Use of the Website”,
- the main characteristics of the accommodation and additional services offered to customers,
- the tariff for accommodation and additional services proposed to the customers,
- the maximum number of the overnight stays that can be reserved by a Customer,
- the methods and means of payment accepted,
- the duration of the contract concluded between the customer and the Hotels.
1.6 The term “Customer(s)” refers to any physical person who places an order on the Websites, as a consumer, for private or professional purposes, but unrelated to the hotel industry.
1.7 As a consumer, the Customer shall benefit from the rights called into question assuming the Services were reserved by them within the context of a professional, trade, industrial, small business or self-employed activity.
1.8 Only Customers (i) who are the age of majority (eighteen for most countries) and (ii) who have the legal ability to conclude contracts, are authorised to order Services on the Websites.
1.9 The information supplied by the Websites are presented in French, as well as several foreign languages.
2.1 The General Terms and Conditions of Sale define the terms and conditions applicable to the online reservation on the Service Websites.
2.2 The General Terms and Conditions of Sale shall not regulate the offer, reservation or order of Services proposed by entities other than HELIONWOOD and on other websites and/or mobile applications. We recommend that you check their general terms and conditions of sale before confirming your order of any Services on third-party websites or mobile applications. HELIONWOOD shall not be held liable under any circumstance for the provision of Services offered by third parties.
2.4 The General Terms and Conditions of Sale apply to all stages of the Customer’s reservation of Services and to the follow-up of their reservation.
3.1 The Websites offer an online hotel room booking process for a maximum number of four (4) rooms per reservation, and additional services.
3.2 The accommodation offers presented on the Websites are accompanied by an information sheet comprising of:
- where applicable, the type of commercial offer applicable (for example: “Reserve now and pay later”, “Last minute promotion -10%”, “Flexible tariff”, “Room and breakfast”, “Your birthday at the hotel” etc.),
- a description of the room(s) concerned,
- the related services included in the offer,
- the terms and conditions for cancellations and changes that apply to the reservation,
- where necessary, the particular conditions of sale that apply,
- the conditions and terms of payment,
- the General Terms and Conditions of Sale.
3.3 The Websites occasionally offer, for certain Hotels in particular, commercial offers that are not accessible on the Websites, with the exclusion of any other third-party site, notably, for example, temporary offers called “Best guarantee tariff” or “Secret Hotel”. Where necessary, the Customer is asked to consult the particular conditions applicable to these offers, which are brought to their attention at the point of reservation. These commercial offers can be modified at any time by HELIONWOOD, who is contractually obliged by the reservations validated by the Customer and shall not be held liable for the modification or withdrawal of a commercial offer on the Websites.
3.4 The Customer shall select the Services offered on the Websites. They are solely responsible for the choice of Services and their suitability to their needs, in such a way that HELIONWOOD cannot be held responsible in this regard.
3.5 The Customer can reserve a maximum of four (4) bedrooms on the Websites. We ask that you contact HELIONWOOD or the desired hotel directly for any reservation for a greater number of rooms or any other service that does not appear on the Websites. In the event of a reservation of five (5) rooms or more, the group terms and conditions may be applied. This involves the payment of a deposit by the Customer in return and the application of the particular terms and conditions for cancellations and modifications. Please contact HELIONWOOD or the desired hotel for any information in this regard.
3.6 The reservation is deemed as accepted by the Customer after the reservation process.
3.7 The Customer shall certify the veracity and accuracy of the information transmitted during the reservation of Services. HELIONWOOD reserves the right not to process any reservation made by a person who fraudulently used the Websites or who did not respect the present General Terms and Conditions of Sale.
3.8 For any reservation of more than 4 rooms or 15 nights or more, special conditions and additional costs may apply.
- RESERVATION PROCESS
4.1 Reservations are made by a Customer by means of an electronic booking voucher accessible on the Websites.
4.2 During the reservation, the Customer must provide a certain number of obligatory details. Certain personal details are required for the processing of the reservation by HELIONWOOD, who reserves the right to refuse any reservation in the absence of these details or if they are incorrect. Furthermore, the Customer must indicate the number of people benefiting from the Services, as well as their age. All children over 13 years old shall be considered an adult.
4.3 The reservation procedure on the Websites shall notably comprise of the following stages:
- Stage 1: Selection of the arrival date on the Website www.inwood-hotels.com,
- Stage 2: Opening of a secure page showing the offers available for the selected hotel and date, and offering the Customer the option to specify or modify any of the choices made (arrival and departure dates, number of rooms, number of people etc.),
- Stage 3: View and select an offer,
- Stage 4: Selection, where necessary, of one or several complimentary Services,
- Stage 5: Verification of the reservation details, total price and applicable terms and conditions and possible modification of the choices made,
- Stage 6: Customer provision of their contact details,
- Stage 7: Request of bank details in the event of a guarantee or prepayment request,
- Stage 9: Validation of the reservation by the Customer.
- BOOKING CONFIRMATION
5.1 The Websites shall confirm receipt of the reservation made by the Customer by sending an email including (i) the corresponding booking number, (ii) a summary of the reservation and, notably, the reserved Services, the cost of the Services, the Terms and Conditions of Sale accepted by the Customer applicable to the tariff chosen, (iii) the General Terms and Conditions of Sale, where necessary, information relating to the after-sales service, as well as the contact address to which claims can be made.
5.2 The reservation is deemed as closed and final after receipt of this booking confirmation email sent by HELIONWOOD to the Customer.
5.3 The duration of the contract concluded between the Customer and the Hotel corresponds to the duration of the accommodation Service established by the reservation.
- CUSTOMER RESERVATION CANCELLATION OR MODIFICATION
6.1 In application of Article L.221-28 of the Consumer Code, the Services offered on the Websites shall not permit the exercising of the right of withdrawal provided for in Articles L.121-21 et seq. of the Consumer Code regarding distance selling contracts.
6.2 The terms and conditions of sale for the reserved tariff specify the cancellation and/or booking modification terms.
6.3 Reservations with prepayments cannot be amended and/or cancelled. The amounts paid in advance shall constitute a deposit and cannot be reimbursed. This shall be stated in the terms and conditions of sale for the tariff made known to the Customer and accepted by them.
6.4 Where it is possible to cancel a reservation, a specific link “Cancel an order” is available on the Website homepage. This allows a reservation to be cancelled by entering the email address supplied during booking and the reservation number stated in the booking confirmation email.
6.5 Certain commercial offers present on the Websites comprise of particular conditions for cancellation and amendment of the reservation; these are detailed in their particular Terms and Conditions that appear in the description sheet for the offer.
6.6. Unless different particular terms and conditions exist, cancellations or modifications of a reservation is only free of charge if it is within 48 hours before the arrival time established by the reservation. Any other cancellation that occurs less than 48 hours before the arrival time shall be subject to an overnight fee, which will automatically be debited from the Customer’s credit card used at the point of reservation.
6.7 In order to amend a reservation on the Websites, the reservation made must be cancelled pursuant to the aforementioned terms and a new reservation must be made.
6.8 In case of contamination with Covid-19 before the stay, no exceptional provision is made to benefit from a cancellation, modification, credit note or refund of the reservation. If the Customer has paid a deposit, it implies his reponsability to pay for the entire stay.
- NON-ARRIVAL OR INTERRUPTION OF STAY
7.1 Any reservation made on the Website shall expect an arrival time of 15:00 and a departure time of 12:00. The Customer must arrive at the hotel before 18:00 or warn the hotel in the event of late arrival. If the Customer arrives at the hotel after 18:00, an overnight fee shall automatically be debited from the Customer’s bank card which was stated at the point of reservation, unless a prepayment was made during the reservation on the Website.
7.2. In the event of the reserved room being vacated after the required departure time (12:00), an additional night shall be invoiced to the Customer as a fee.
7.3 Any interruption to the stay before the departure date established in the reservation shall incur payment of the full agreed place.
- SERVICE PRICE
8.1 The Service price is indicated on the Websites before reservation on the offer description sheet, as well as during the reservation process.
8.2 Tariffs indicated are understood per room, for the number of stated people, according to the Hotel and period selected, and only comprise of the Services strictly mentioned in the reservation.
8.3 The price of each Service is indicated inclusive of taxes, excluding tourist tax, and details the VAT amount applicable to the Service.
8.4 Euro is the commercial currency for the reservation; it is therefore imperative that payment is made in this currency. The prices advertised on the Websites in the different currencies shall remain estimates and do not reflect the exact amount payable. This is indicated in Euros during the validation of the reservation by the Customer. The city tax is 2.88 euros per person per night. It is to be paid directly at the Hotel.
8.5 The prices mentioned on the Websites are subject to change by HELIONWOOD at any time, without prior mention or notice. Only the price stated in the booking confirmation is contractual.
- PRICE PAYMENT
9.1 Unless different particular conditions exist, payment of the Service price is made at the Hotel at the end of the stay. In the event of prepayment, the amounts paid shall constitute deposits and cannot be refunded to the Customer.
9.2 Additionally, HELIONWOOD reserves the right to pre-authorise the Customer's credit card upon their arrival at the Hotel in order to guarantee payment of the price of the Services, as well as any consumption or expenses made by the Customer on site. Pre-authorisation is not an immediate debit. but rather corresponds to an amount blocked on the Customer's account, authorised by the bank, which temporarily reduces the Customer's account balance in order to ensure the possibility of a later debit.
9.3 In the event of non-arrival to the Hotel or late cancellation, this shall incur an overnight fee; the bank details of the Customer supplied at the point of reservation shall be used for the purpose of payment of the corresponding fees.
- HOTEL STAY
10.1 In accordance with French regulations in force, it could be requested that the Customer completes a policy form upon their arrival at the Hotel. A form of ID shall be requested in order to verify whether the Customer is subject to this formality.
10.2 The majority of the HELIONWOOD hotels welcome certain animals, provided that they are on a lead or in a cage in the communal areas of the establishment. For further information on these accommodation conditions, it is advised that the Customer directly contacts the Hotel concerned. During the duration of the stay, the Customer shall remain fully responsible for the animal. For hygiene reasons, animals cannot enter the restaurants.
10.3 During the stay, the Customer is bound to use the room that they have rented in a reasonable fashion and with due diligence. The Hotel may request that the Customer leaves the Hotel without compensation and to pay the full fee for the Service reserved, in particular in the event of:
- behaviour contrary to good conduct and public order,
- any damage, degradation or act of vandalism caused to any movable goods or property, furniture, decoration or any other nature present in the Hotel through their fault, or that of their agents or persons of which they are in charge, during the occupation of the premises.
Furthermore, the Customer will be required to pay full reimbursement for the damages caused by their actions. HELIONWOOD shall have full power and undertake any useful action in order to seek compensation for the loss of the damage suffered.
10.4 HELIONWOOD shall provide WiFi Internet access to their Customers in all the hotels.
The Customer is bound not to use the IT resources available for fraudulent or illegal purposes, and notably, not to undertake any act of forgery of third parties and/or illegal download of works protected by copyright or a related right, sanctioned by Article L.335-2 of the French Intellectual Property Code.
- RELOCATION – FORCE MAJEURE
11.1 In the event that the reserved room is unavailable within a Hotel, HELIONWOOD reserves the option to completely or partially accommodate the Customer in a Hotel of an equivalent or superior category offering Services of the same nature. The transfer shall be entirely at the expense of HELIONWOOD without the Customer being requested to pay any additional fee by the Hotel.
11.2 HELIONWOOD shall not be liable for the non-fulfilment of its obligations in the case of events relating to force majeure, for the duration of the force majeure event, and is obliged to take all reasonable efforts required to limit the effects.
11.3 For the application of the present Article, force majeure is understood as any event or act that the parties could not reasonably envisage or control at the point of the reservation due to its external nature to the parties, which is unforeseeable and uncontrollable. Likewise, the following in particular are also considered as a case of force majeure, in addition to those usually accepted by the courts and French courts: complete or partial strikes, internal or external to the Hotels, terrorism, wars or revolts, bad weather, epidemics, blocked traffic or blocked supply for whatever reason, earthquake, fire, storm, flood, water damage, breakdown of the computer system inhibiting the normal proceedings of the activity of a Party.
- SANITARY REGULATION – SANITARY PROTOCOL
In accordance with the applicable sanitary legislation and regulation, the entirety of the Hotels within the INWOOD Group undertake, within the framework of their services, and with respect to their sanitary protocol, to comply with the various official rules and recommendations in effect.
HELIONWOOD undertakes to use all possible means in order to preserve and ensure a sanitary security to its Clients and, more broadly, to its Partners. As a result of this obligation of means, HELIONWOOD may only be liable in case of proven fault or negligence.
Furthermore, in the event a Client should act, directly or indirectly, voluntarily or at the instigation of a third-party, in violation of the sanitary protocol implemented by the Hotels within the INWOOD group and, more broadly, in violation of any relevant measure implemented by the hotels within the INWOOD group to comply with the applicable sanitary rules, HELIONWOOD shall not be liable for any direct or indirect damage and / or for consequences of any nature resulting from such violation.
- PERSONAL DATA
13.1 In accordance with law no. 2018 – 493 of 20 June 2018 regarding data protection and the general data protection regulation no. 2016/679 (GDPR), the Customer is informed that the information provided during the reservation is subject to processing for reservation and Customer management purposes, for invoicing and payment purposes, as well as marketing purposes.
13.2 The Customer is likewise informed that the hotels have a video surveillance system within the communal areas of the building for the safety of persons and goods.
13.3 The Customer has the right of access, rectification, portability and suppression of personal data relating to them. This can be exercised in writing to the HELIONWOOD services to the following email address: email@example.com or the email address of the hotel concerned.
13.5 By accepting these Terms and Conditions, the Customer acknowledges and agrees that HELIONWOOD may collect telephone data with a view to rendering its Services.
Pursuant to Article L. 223-2 of the French Consumer Code, and Law No. 2014-344 of 17 March 2014 on consumption, the Customer may register free of charge on the BLOCTEL telephone anti-solicitation list (www.bloctel.gouv.fr) if they no longer wish to be solicited by telephone. The Customer can sign up to this list free of charge on the website https://conso.bloctel.fr/index.php/inscription.php.
- APPLICABLE LAW – MEDIATION – JURISDICTION
14.1 The General Terms and Conditions of Sale are governed by French law.
14.2 All claims regarding the inexecution or the bad execution of Services by a Hotel must be reported by the Customer, under penalty of foreclosure, by recorded delivery with proof of receipt, within a period of 15 days following departure of the Hotel to:
HELIONWOOD shall make the best possible effort to process this claim and reach a resolution that is in the best interest of both parties.
14.3 Failing amicable resolution of the dispute, the Customer is able to refer the dispute to the Travel and Tourism Ombudsman, Mr Jean-Pierre Teyssier, to the following address:
MTV Médiation Tourisme Voyage
BP 80 303
75823 Paris CEDEX.
For more information on the Travel and Tourism Ombudsman, the Customer can visit its website: www.mtv.travel/.
14.4 Notwithstanding the foregoing, any difficulty relating to the interpretation, execution and validity of the present General Terms and Conditions of Sale are subject to the exclusive jurisdiction of the Paris courts.In the event of a claim pertaining to the Services, an alternative dispute resolution solution is available to the Customer, who may file a complaint on the online dispute platform (RLL) via the address: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show
- GENERAL PROVISIONS
15.1 The General Terms and Conditions of Sale are regularly modified, notably in consideration of legislative changes. The new General Terms and Conditions of Sale shall apply from the date when they are published on the Websites.
15.2 The General Terms and Conditions of Sale, including the Confidentiality Policy, the General Terms and Conditions of Use of the Website and, where necessary, the particular conditions for certain offers, constitute the entirety of the contract concluded between the Customer and HELIONWOOD regarding their reservation on the Websites and shall cancel any other previous General Terms and Conditions of Sale.
15.3 In the event that one of the stipulations of the present General Terms and Conditions of Sale should be declared void, either wholly or partially for any reason, the other provisions shall remain in force.