4.1 PRICE
The prices related to the reservation of the Services are indicated before, during and after the reservation.
For Accommodation Services, the prices shown are per room for the number of people and date selected, except as provided for in the Terms & Conditions specific to Thalassa Sea & Spa branded Establishments in Appendix 1 of these General Conditions and/or in the Special Conditions of each Establishment.
When confirming the reservation of a Service, the total price is indicated to the Customer in the amount with taxes included in the business currency of the Establishment (which in some cases may be different from the local currency of the Establishment) and is valid only for the period indicated on the Site.
If the payment of the total price of the booked Service is made at the Establishment in a currency other than that confirmed on the reservation, the currency exchange costs are the responsibility of the Customer. Note that if a conversion of the currency confirmed on the reservation into another currency appears on the Site, it is given only for informational purposes and is not contractual, especially given the possible change of exchange rates between the reservation date and the dates of stay at the Establishment. Based on the total price in euros, the latter is converted in accordance with the exchange rate of the day provided by the company DEVISEA. Details of the exchange rate can be found at the following website: https://www.nationalchange.com/flux-accor-120.xml.
Unless otherwise stated on the Site, the options (for example, breakfast, half-board, full-board etc.) that are not offered during the reservation of the Service are not included in the price.
The tourist tax, presented during the reservation process of the Service, is to be paid directly on location at the Establishment, except in the event of online pre-payment prior to the stay, where the amount can be included.
The prices take account of the VAT applicable on the day of the reservation and any change of the applicable VAT rate will be automatically reflected in the price indicated on the billing date.
Any modification or introduction of new legal or regulatory fees imposed by the competent authorities will automatically be reflected in the price indicated on the billing date.
Finally, some promotional offers are available only on the Site and sold exclusively on the internet, and in no case are available at the reception of the Establishment.
In general, the prices displayed on the Site are determined through a practice of yield management. They may vary according to the reservation period (advance reservation or close to the date of stay), the dates of stay sought (weekdays/weekends, season, school holidays, public holidays, events, etc.), according to the size of the expected demand or other factors such as the geopolitical, climatic or economic context.
In the event of promotional offers, the promotions displayed apply to the standard rate of the day offered by the Establishment and which would have been applicable in the absence of the promotion.
4.2 BEST PRICE GUARANTEE
If the Customer should find a lower price elsewhere within 24 hours of booking on the Site and no later than 48 hours before the planned date of arrival at the Establishment, ACCOR and/or the Establishment(s) undertake to match the lowest rate and to offer a discount in the amount of (i) 10% for Fairmont, Raffles and Swissôtel and (ii) 25% for the other eligible brands. The conditions of eligibility for this offer and the procedure to be followed in order to benefit from it are described in the "Best Price Guarantee" general conditions. It is not applicable to the booking of treatment services alone.
4.3 PAYMENT
4.3.1. General provisions
The Customer provides his/her payment information (i) to pre-pay the reservation before the stay, (ii) as a guarantee of the reservation, or (iii) as a result of the online check-out procedure proposed as part of the Welcome Service as described in paragraph 4.3 below, indicating directly, in the area provided for such a purpose (secure entry by SSL encryption) when it is a credit card: the credit card number, without spaces between the figures, its date of validity (it is noted that the bank card used must be valid at the time of stay) and the security code as part of a pre-payment on the payment platforms mentioned below.
ACCOR has chosen OGONE/Ingenico Payment Services (i.e. Payment ServiceProvider)/CyberSource/Adyen/Stripe/BanqueCasino/Silkpay/ShareGroop/AsiaPay/First Data to secure online payments by bank card. The credit card of the Customer is examined for its validity by these partners and can be refused for several reasons: card stolen or blocked, limit reached, input error, etc. In the event of any problem, the Customer will have to approach his/her bank and the Establishment or any other entity to confirm his/her reservation of the Service and payment method.
The online payment methods (cards, wallet, etc.) available and mentioned on the payment page of the Site may be Visa and Mastercard, American Express, JCC, Diners, China UnionPay, Post Finance, ELO, Bancontact, Sofort, iDeal, Przelewy24, PayPal, Alipay, WeChat, ShareGroop, and Banque Casino cards. This list is subject to change.
Additional payment methods may be provided for in the Terms & Conditions specific to Thalassa Sea & Spa branded Establishments in Appendix 1 of these General Conditions and/or in the Special Conditions for each Establishment.
In the event of payment to the Establishment or any other entity, each Establishment or any other entity may accept different means of payment, but the Customer must present the credit card to the Establishment that they used to guarantee the reservation or make the pre-payment. The Establishment may also ask the Customer to present an identification document for the purpose of credit card fraud prevention.
If the Customer has not pre-paid for his/her stay online, the Establishment may, upon arrival, ask the Customer for a deposit or an authorisation to debit the credit card to guarantee payment of the sums corresponding to the services consumed on-site.
Members of the ACCOR loyalty programme may use their points to book all or part of an eligible Accor Service on the Site according to the conditions described in the loyalty programme.
An invoice will be sent in electronic format to the e-mail address communicated by the Customer at the time of his/her reservation; if the Customer wishes to receive an invoice in paper format, he/she must expressly request this from the Establishment concerned.
4.3.2. Prepayment
Prepayment means any payment made at the time of booking by the Customer. Once the pre-payment has been made, the Customer will receive an email confirming the booking.
The amount charged at the time of booking the Service includes the total amount indicated (including all applicable taxes, with the exception of tourist taxes for unclassified Establishments) and, if applicable, the price of the options selected by the Customer, as described in Article 4.1 above.
The debit of the amount of the booking may take some time to process. If after the processing time the amount of the booking has not been debited, the booking will be cancelled.
4.3.3 Credit card guarantee
The guarantee of the reservation by credit card means that the Customer's payment details are taken at the time of the 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, depending on the Establishment, unless the Customer does not show up at the Establishment and has not previously cancelled the reservation in accordance with the cancellation conditions of the reserved rate.
4.3.4 Pre-authorisation
It is up to each Establishment to define the rules relating to pre-authorisation.
If the Customer has not prepaid his or her stay online, the Establishment may, on the day of the Customer's arrival, request an authorization (also called "pre-authorisation") from the Customer's bank for the credit card, which may be up to the amount of the reservation and a fixed amount to cover any consumables or expenses incurred by the Customer on the premises (breakfast if it is not included in the rate, restaurant, bar, tourist tax if applicable, etc.) This fixed amount is determined by the Establishment according to the number of persons and the number of nights booked.
Example: 2 nights at 130 euros + 40 euros estimated for extras = authorisation request of 300 euros.
The pre-authorisation request is not an immediate debit but corresponds to a later payment reserve, authorized by the Customer's bank, which temporarily reduces the limit of the credit card used to guarantee the possibility of a later debit. In some 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-authorisation request has been activated and confirmed by the bank either:
- the Customer presents himself to the Establishment, the payment of the entire stay is made directly to the Establishment on the day of arrival or departure, depending on the Establishment, which then proceeds to request the release of the pre-authorisation request from the Customer's bank. Any consumption or expenses incurred by the Customer on the spot must be paid by the Customer on the day of check-out to the Establishment;
- the Customer does not come to the Establishment on the first day of the booking, the Establishment will then send a debit request to the Customer's bank.
In rare cases, the pre-authorisation 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 favor of the Customer, will be automatically re-credited by the bank to the Customer.
If the reservation is cancelled after the pre-authorisation request has been activated in accordance with the cancellation conditions of the reserved fare, a request for cancellation of the pre-authorization request is automatically sent to the bank of the cardholder used. In rare cases, this cancellation may appear as a refund.
Please note that it usually takes twenty-four (24) to forty-eight (48) hours to process the release of the pre-authorised amount (or refund), but it can take up to seven (7) business days or more, depending on the cardholder's bank.
To activate a pre-authorisation request, the Customer is asked to provide his or her credit card information as part of the reservation guarantee. The Customer is informed in advance of the characteristics of the pre-authorisation request. The credit card details are only kept by ACCOR's payment service provider, in accordance with a strict policy of bank data security.
If the Customer has prepaid his or her stay online and has not taken advantage of the online check-in and fast check-out Service as described in Article 4.4 below, the Establishment may ask the Customer for pre-authorisation upon arrival in order to guarantee payment of the amounts corresponding to the services consumed on the premises.
If the Customer has not prepaid his or her stay online and no pre-authorisation has been requested from the Customer at the time of reservation, the Establishment may ask the Customer, upon arrival, for a pre-authorisation in order to guarantee the payment of the amount corresponding to the services consumed on the premises.
4.3.5 Customer's failure to show up
Except as provided for in the Terms & Conditions specific to Thalassa Sea & Spa branded Establishments in Appendix 1 of these General Conditions and/or in the Special Conditions of each Establishment, in the event of the Customer's failure to show up on the first day of his/her reservation of an Accommodation Service ("no show"), the Customer's reservation will be cancelled in full and:
- In the event that the no-show reservation is a non-cancellable and/or non-exchangeable and/or non-refundable reservation, the Establishment shall retain, as a deposit within the meaning of Articles 1590 of the French Civil Code and L 214-1 of the French Consumer Code in their current versions, the total amount paid by the Customer upon reservation.
- If the reservation that is the subject of a no-show is a cancellation and/or exchangeable and/or refundable reservation guaranteed by credit card, the Establishment will charge the credit card provided at the time of the reservation for the amount including tax of the first night reserved. Additional nights (beyond the first night) will be cancelled without charge.
The Customer is informed that in such a case, the Establishment will put its rooms back on sale. The Customer will not be entitled to any refund or compensation.
At the time of prepayment of a non-cancellable/non-exchangeable/non-refundable reservation, the amount of the deposit that is charged includes the total amount indicated at the time of the reservation and, if applicable, the price of the options selected by the Customer, as described in Article 4.1 above.
4.4 WELCOME SERVICE (ONLINE CHECK-IN AND FAST CHECK-OUT)
To use the Welcome Service, the Customer must fully comply with the provisions of this article.
To facilitate and accelerate the arrival and/or departure of the Customer from the Establishment, ACCOR has set up the Welcome Service, a procedure to digitise the check-in and/or check-out process prior to the stay, provided that his/her reservation is eligible for this service.
The Customer will receive, 48 hours before the scheduled date of arrival at the Establishment, an invitation from the Establishment to take benefit from this Welcome Service.
In some cases, online check-in can only be performed if the check-out is also performed online. In this case, the Customer remains free to refuse the online check-out (also called "fast check-out"), which will cancel the check-in request made online and, more generally, the Welcome Service.
In the case where online check-out is not mandatory, the Customer can check-in online and check-out at the Establishment.
The online check-out results in an authorisation request (also called "pre-authorisation ") from the Customer's bank. This procedure consists of a guarantee for an estimated cost of the stay and gives an authorisation of payment to the Establishment on the basis of the actual expenses of the Customer up to the amount authorised. Only the actual sum of the invoice will be debited by the Establishment upon the departure of the Customer at the end of the stay, without requiring the physical presence of or new validation from said Customer.
The sum of the authorisation request includes the sum of the reservation (or the amount remaining to be paid in the event of partial pre-payment when making the reservation) and a lump sum payment to cover any on-site consumption or expenses of the Customer (breakfast, if not included in the price, restaurant, bar, tourist tax, where applicable, etc.). This sum is determined by the Establishment according to the number of people and the number of nights booked.
For example: 2 nights at 130 euros + 40 euros estimated for extras = request for authorisation of 300 euros.
The authorisation request is not an immediate debit but corresponds to a reserve for future payment, authorised by the bank of the Customer, which temporarily reduces the limit of the bank card used to guarantee the possibility of the subsequent debit. In some cases, however, the authorisation request may appear as a pending debit on the bank account associated with the card used.
When the authorisation request has been activated and confirmed by the bank, at the end of the stay, the Establishment sends a debit request to the Customer's bank corresponding to the sum of the invoice:
• if the Invoice is less than the sum of the authorisation request, the actual debit from the card will be equal to the amount actually owed by the Customer. The limit of the card will then be readjusted (released) from the Customer's account in view of this difference (within a time frame that varies by bank);
For example: Request for authorisation of 300 euros, final invoice of 260 euros = debit of 260 euros and cancellation of the authorisation request for the remaining 40 euros.
• if the invoice is greater than the sum of the authorisation request, then it will be used in its entirety by the Establishment. The remainder of the expenses will then be further debited from the same card. So, two debits are made from the Customer's account. One is the sum of the authorisation request and the other is the additional charge. However, it is advisable that the Customer go back to reception to settle the sum of the authorisation request or pay on the spot.
For example: Request for authorisation of 300 euros, final invoice of 320 euros = debit of 300 euros + debit of 20 euros.
Some Establishments may use a different currency for the invoice than used for the authorisation request. In this case, the amount actually debited may also differ from the sum of the authorisation request, given the possible exchange rate difference between the date of the authorisation request and the invoice date.
In rare cases, the authorisation request may result in a debit by the bank of the Customer even before the actual debit is effective. In this case, the card will not be debited twice. The balance, if owed to the Customer, will be automatically re-credited by the bank to the Customer.
If the Customer, upon the suggestion of the Establishment, wishes to prepay for the entire stay upon arrival, any additional expenses incurred at the Establishment cannot be added to the room account and will be paid directly to the hotel at the time of consumption.
If the reservation is cancelled after the authorisation request has been made, a request to cancel the authorisation request is automatically sent to the bank of the cardholder. In rare cases, this cancellation may appear as a refund.
Please note that the release of the pre-authorised amount (or refund) usually takes twenty-four (24) to forty-eight (48) hours, but it can take up to seven (7) business days or more depending on the cardholder's bank.
To activate an authorisation request, the Customer is invited to provide his/her credit card information as part of the subscription to the Service. The Customer is informed in advance of the features of the authorisation request, and the authorisation request is performed only with the Customer's agreement. The credit card information is only kept by ACCOR's payment service provider as part of a strict security policy for banking information.
If the Customer has provided his/her credit card details as part of a guaranteed reservation:
• the Customer is invited to use the same card to perform his/her authorisation request and in such a case, the Customer simply gives his/her approval for the operation and enters his/her security code.
• the Customer remains free to choose another bank card for the authorisation request and, in this case, the Customer is invited to re-enter the information of the new card selected.
In the event that the Customer does not make a guaranteed reservation but makes an authorisation request which is confirmed, then, by its nature, this reservation becomes a reservation guaranteed by the card used for the authorisation request.
In the event of a bank refusal of the authorisation request, or a technical interruption that did not allow the authorisation request to be performed, the reservation remains in the initial state (reservation guaranteed by the card chosen at the time of reservation or a non-guaranteed reservation).
When the Customer's bank uses the "3D Secure" security system, an SMS may be sent by the bank to the Customer informing them of a debit on their account. This will in no case be an immediate debit.
