HOTEL SOOKIE
GENERAL TERMS AND CONDITIONS OF SALE
- General Terms and Conditions
- Amendment of the General Terms and Conditions
- General Terms and Conditions and use of our website
- Use of the website
- Online bookings and third-party websites
- Payment terms and the credit card payment process
- Cancellations and no shows
- Bookings made through other channels
- Hotel Sookie’s relocation policy
- Changes to the booking at the request of the Guest
- Identification, security deposits for damages and extras - Payment card pre-authorisation
- Check-in and check-out requirements - Key return
- Facilities and services included in the price
- Liability for damage to or loss of Guest property
- Liability for damage to or loss of property belonging to Hotel Sookie
- Use of Hotel Sookie and quiet enjoyment of the premises for all visitors
- No-smoking and no-candle policy
- Access to the rooms by Management
- Complaints
- Child policy
- Pets
- Disputes
- Miscellaneous
1. General Terms and Conditions
These terms and conditions apply to all reservations, bookings and any agreements for accommodation whatsoever entered into by ‘the Guest’ and Hotel Sookie.A contract exists between the Guest and Hotel Sookie once a booking has been accepted by Hotel Sookie; by making a booking, the Guest indicates his/her acceptance of these General Terms and Conditions.
2. Amendment of the General Terms and Conditions
These General Terms and Conditions may be amended at any time and without notice. Before making a booking, we recommend you consult the most recent version on our website.
3. General Terms and Conditions and use of our website
Use of our website is subject to the Terms and Conditions explained below. By using this website, the Customer agrees to be legally bound by these Terms and Conditions.
All discounted rates advertised are limited offers, subject to availability, and may be subject to a minimum number of nights.
Access to the reservation is limited to the exclusive use of individuals or companies, to the exclusion of any group of rooms constituted for the same period of stay. All requests for groups of more than 5 rooms must be made in writing (email) and are subject to an estimate and contract (rates and cancellation conditions specific to groups).
4. Use of the website
The website can only be used by people over the age of 18, who are of legal age to enter into binding contracts.
5. Online bookings and third-party websites
Please note that different general terms and conditions and cancellation policies apply to online bookings made by Booking Agents and other affiliate websites depending on the city, accommodation and type of rate chosen.
Please take the time to read the available rate information carefully before you make an online booking.
6. Payment terms and the credit card payment process
With the exception of Guests who choose the ‘Non-Refundable’ rate, Guests must pay the full balance on arrival using their debit or credit card, verified via the latest ‘chip and PIN’ technology.
Guests must also pay a security deposit on arrival, either by prior authorisation of payment (pre-authorisation) on his/her card or by cash payment (please refer to the section below on security deposits).
Guests who have chosen our ‘Non-Refundable’ rate receive our best available price at the time of booking. Payment must be made in full at the time of booking. Such payment is not refundable under any circumstances. The Hotel uses Stripe (www.stripe.com) to provide secure online transactions on its official website and cannot be held responsible if a payment is rejected.
As a security measure, Guests who have chosen a ‘Non-Refundable’ rate and those who have booked via a third-party intermediary and paid for their stay in full must also validate a pre-authorisation on their credit or debit card and provide a valid identity document on arrival.
Hotel Sookie accepts all major credit and debit cards (Visa, Mastercard and American Express) and cash in euros only, up to €1,000 per stay.
Hotel Sookie does not take cheques. At the Guest’s request, bank transfers may be accepted provided that all fees are charged to the Guest and the funds are received and confirmed by the Hotel at least 48 hours before the start of the stay.
Hotel Sookie reserves the right to validate a pre-authorisation for credit cards used to secure bookings, corresponding to the amount of the first night’s stay prior to arrival. Hotel Sookie reserves the right to cancel bookings made with rejected or invalid credit cards.
Credit or debit card transactions will be performed at the local exchange rate. Hotel Sookie does not accept any liability for additional fees that may be applied.
7. Cancellations and no shows
In accordance with article L. 221-28 of the French Consumer Code, the customer does not have the right of withdrawal provided for in article L. 221-18 of the French Consumer Code.
The conditions of sale of the reserved fare specify the terms and conditions for cancelling and/or modifying the reservation.
Cancellation of a booking will only be effective from the date of receipt.
Cancellation must be made by e-mail. A cancellation confirmation will then be sent to you. If you do not receive a cancellation confirmation, it is quite possible that we did not receive your cancellation. It is the customer's responsibility to ensure that their cancellation request has been received.
Cancellations must be received by noon (local time) two days before the scheduled arrival date for bookings made through a third-party partner. Cancellations made directly on the hotel's website must be received by noon (local time) the day before the scheduled arrival date. It is important that you retain the cancellation number sent to you.
If the customer does not show up or tries to cancel within 48 hours of the scheduled arrival, he/she is considered to be in the "No Show" category and will be charged the full, non-refundable amount.
Bookings with prepayment cannot be modified and/or cancelled ("Non-Refundable" rate), as long as the total amount and any extra charges have been debited at the time of booking. Deposits paid in advance are non-refundable. In this case, this is mentioned in the fare sales conditions.
The Customer accepts that the aforementioned cancellation charges are a fair and true estimate of the loss that Hôtel Sookie would incur for the cancellation of a reservation. In the event of interruption of the stay due to the customer's fault, the entire agreed price will be collected. In the case of reservations with prepayment, no refund will be granted.
8. Bookings made through other channels
Bookings can be made through other sources, for instance online travel agents, tour operators or other websites that apply different cancellation policies. Please consult your booking confirmation for more information.
9. Hotel Sookie’s relocation policy
While all reasonable efforts have been taken by Hotel Sookie to ensure that bookings made under this agreement can be honoured, we reserve the right to relocate any booking to another accommodation of a similar size and standard in the local area. The Guest acknowledges that Hotel Sookie refuses to accept any responsibility for any loss or damage suffered by or caused to the Guest following the relocation.
10. Changes to the booking at the request of the Guest
If the Guest wishes to change his/her booking (for example, alter the dates of the stay or the accommodation requested), Hotel Sookie does not guarantee it will be able to honour such changes and refuses to accept any liability for any losses, damage or additional expenses that may arise under such circumstances.
While changes are not permitted for the ‘Non-Refundable’ rate, they are permitted for ‘Flexible’ bookings (subject to availability) if the request is made at least 48 hours before the planned check-in date.Additional fees may be applied if the room rate for the new nights is different to that of the original booking. All requests for changes must be made in writing.
11. Identification, security deposits for damages and extras - Payment card pre-authorisation
You will be asked to provide photo ID on arrival.
The beds in the rooms can only accommodate the maximum number of guests indicated in the description, and in accordance with French legislation concerning public access buildings. No additional visitors are permitted. Upon arrival, you must provide the names of all the guests and confirm them when you return to your rooms in the evening. Unfortunately, the names of additional visitors cannot be added after guest registration.
Hotel Sookie reserves the right to take a security deposit on arrival.
A €50 guarantee is required per night and per room occupied in addition to payment for the stay.
Only one payment can be made, and the conduct of the other occupants shall be the responsibility of the person making the payment.
The security deposit covers ancillary items, including, but not limited to, breakages, damage of Hotel property, cleaning costs if the room is left in an unacceptable state of cleanliness, excessive electricity use, and violations of the rules, such as smoking in the rooms or hampering other visitors’ enjoyment of the Hotel. The security deposit can also be used by Management if additional visitors who are not authorised to use the Hotel and its facilities visit the Hotel.
At the end of the stay, if there have been no incidents the pre-authorisation will be lifted in accordance with the policy applied by your bank. The pre-authorisation will typically be lifted within three to ten business days, though some banks may take longer.
Guests should note that no money is transferred at the time with the pre-authorisation system, but it will affect your available balance and spending limits authorised with the card while the pre-authorisation is in place. Hotel Sookie is not responsible for the amount of time taken by credit card providers to lift pre-authorisations.
In the event of disruption to other visitors, or damage suffered by the Hotel, the cost incurred by Hotel Sookie will be withheld from the security deposit taken, and the remaining balance will be returned to the Guest.
If this cost exceeds the security deposit amount, the Guest undertakes to compensate Hotel Sookie for damages and additional cleaning charges or other charges, and undertakes to pay all collection fees, including all legal fees and other expenses.
The Guest hereby gives his/her consent to Hotel Sookie to debit from his/her credit card all reasonable charges incurred that are not covered by the security deposit.
12. Check-in and check-out requirements - Key return
The Guest must comply with the regulations imposed by Hotel Sookie at check-in and check-out. Unless agreed otherwise in advance, rooms are typically available from 3 pm on the day of arrival. If the booking is made online, the Hotel reserves the right to check the identity documents of each occupant. If payment is made online, the Guest must be the holder of the credit card used in his/her name. The Hotel will ask to see the credit card used to place the booking during check-in. In the event of a dispute, the Hotel reserves the right to ask for another means of payment or cancel the booking.
To secure early check-in (before 10 am), the room must be pre-booked from the previous night. If the Guest is a no show under these circumstances, the equivalent of two nights will be charged.
Unless otherwise agreed in advance, all rooms must be vacated and the keys returned by midday on the day of departure. Late check-out can be arranged for the day of departure by prior agreement. Late check-out is subject to additional fees. An additional night’s stay will be charged for all departures after 3 pm.
If the Guest does not appear for check-out formalities before 3 pm on the planned check-out day without prior authorisation, Hotel Sookie reserves the right to remove the Guest’s personal belongings from the room and refuses to accept any liability for any loss of or damage to such belongings.
13. Facilities and services included in the price
All the rooms are fully furnished and equipped with appliances such as a television, minibar, coffee machine and kettle.
Meals and drinks are not included in our product offer unless stated on your booking confirmation.
You must not remove any object or appliance from the room. A list of the objects and services and the corresponding prices is available from the Hotel reception.
All the advertised prices include bed linen, towels and TV and WiFi internet access. The private use of the WiFi is subject to French legislation, IP address recognition and protection. The user is responsible for actions taken using its WiFi access, even if such actions are carried out by a third party.
The advertised price includes a classic hotel service. It includes VAT at the current rate. The tourist tax is not included. It applies to everyone aged 18 and over, and will be collected by the Hotel and indicated on the Guest’s invoice.
14. Liability for damage to or loss of Guest property
The Customer is solely responsible for his or her choice of Services on the Site and their suitability for his or her needs, such that Hotel Sookie may not be held liable in this respect.
The Customer is also solely responsible for the information communicated at the time of any reservation of a Service. Hotel Sookie shall not be held liable for any erroneous or fraudulent information provided by the Customer. In addition, the Customer alone is responsible for the use of his/her account and for any reservation made, both in his/her own name and on behalf of third parties, including minors, unless fraudulent use resulting from no fault or negligence on his/her part can be demonstrated. In this respect, Hotel Sookie must be immediately notified of any misappropriation or fraudulent use of the Customer's e-mail address.
The Customer undertakes to use the Site and the Services offered therein in compliance with the applicable regulations and these General Terms and Conditions. If the Customer fails to fulfil his obligations under these General Terms and Conditions, the Customer is liable for any damage caused by him to Hotel Sookie or to third parties. In this respect, the Customer undertakes to indemnify Hôtel Sookie against all claims, actions or recourse of any kind that may result and to compensate Hôtel Sookie for any damages, costs or compensation 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. Indeed:
- Any reservation or payment that is irregular, inoperative, incomplete or fraudulent for a reason attributable to the Customer will result in the cancellation of the reservation for the Service at the Customer's expense, without prejudice to any action that Hotel Sookie may take against the Customer;
- The Customer must not invite to the Premises any person whose behaviour is likely to be prejudicial to the Premises;
- The Customer must not bring into the Premises (bedrooms and communal areas) food or drink from outside sources, unless clearly authorised by the Premises in advance;
- Our Establishment is 100% non-smoking, which means that smoking is not permitted in the Establishment, including the bedrooms;
- The Customer must not disrupt the operation of the Establishment and must not jeopardise the safety of the Establishment or the people in it;
- More generally, any behaviour contrary to public decency and public order within the Establishment, as well as any failure to comply with the Establishment's Internal Regulations, will lead the Director of the Establishment and/or any other Service provider to ask the Customer to leave the premises without any compensation and/or without any refund if payment has already been made. If no payment has yet been made, the Customer must pay the price of the Services consumed before leaving the premises;
- Minors may only stay at an Establishment if accompanied by an adult and in possession of personal identification. If the accompanying adult is an adult other than the parents, he or she must have parental authorisation from the child's parents. The Establishment may request this information;
- The Customer also undertakes to ensure that the IT resources made available by the Establishment (in particular the WiFi network) are not used in any way for the purposes of reproducing, representing, making available or communicating to the public works or objects protected by copyright or by a related right, such as texts, images, photographs, musical works, audiovisual works, software and video games, without the authorisation of the holders of the rights provided for in Books I and II of the Intellectual Property Code, where such authorisation is required. The Customer is also required to comply with the security policy of the Establishment's Internet access provider, including the rules for using the security measures implemented to prevent the illicit use of IT resources, and to refrain from any act that undermines the effectiveness of these measures.
The Customer is responsible for all damage caused by him and/or his guests within the Establishment and shall bear all costs arising from such damage and/or from failure to comply with the aforementioned rules. Hotel Sookie reserves the right to intervene if necessary.
15. Liability for damage to or loss of property belonging to Hotel Sookie
It is the responsibility of the Guest to take reasonable care of the room and its content during his/her stay at Hotel Sookie.
The room and all its appliances, utensils and furniture and so on must be left clean and tidy at the end of your stay. Failure to do so may result in you being charged.
We remind the Guest to lock the door to the room and to close all doors and windows when he/she leaves.
Excluding normal wear and tear, you are responsible for all damage to the room or its content during your stay, whether this arises due to negligence, wilful misconduct or irresponsible behaviour on your part or the part of people occupying the room or their guests. Management must be informed of any damage immediately.
16. Use of Hotel Sookie and quiet enjoyment of the premises for all visitors
Guests must not engage in any illegal activity in the accommodation.
Guests must not under any circumstances create any kind of problem for other Guests or staff members.
Hotel Sookie authorises the use of its residential property for personal, appropriate and lawful means only.
Hotel Sookie explicitly prohibits anyone other than the people appearing on the official booking document from entering the residential property.
Hotel Sookie and Guests agree that no other right of occupancy arises from use of the Hotel.
Guests are not authorised to re-let or sublet the room to a third party.
Hotel Sookie reserves the right to refuse the Guest entry to the Hotel and the accommodation if, upon arrival, Management has reason to believe that the person is under the effect of drugs or alcohol, is improperly dressed or is behaving in a threatening, abusive or otherwise unacceptable manner.
Hotel Sookie applies a strict no-party policy. The maximum number of people per room must not be exceeded and noise levels must not disturb other visitors. Additional fees will be charged to the Guest’s account if it can be proven that a party took place.
The maximum occupancy of the room appears on your booking confirmation.
The Guest must follow all the reasonable rules and procedures in force at the Hotel, including, but not limited to, health and safety procedures and registration requirements.
In its relations with customer service, the Customer undertakes to remain courteous and not to make derogatory remarks about Hotel Sookie or its employees or collaborators, in compliance with the rules of common sense and politeness. Hotel Sookie reserves the right to take any appropriate action against the Customer in the event of prejudicial or reprehensible behavior (in particular untoward, malicious or insulting behavior) towards Hotel Sookie or its employees or associates.
17. No-smoking and no-candle policy
All the rooms at Hotel Sookie are no-smoking rooms. You will be charged €250 per stay if you smoke in the room.
The use of candles or naked flames in the room is strictly forbidden.
Any act that risks setting off the safety and detection systems is liable to prosecution.
18. Access to the rooms by Management
The Management team and its authorised staff members may enter the rooms at any time to inspect them and carry out repairs or maintenance work.
19. Complaints
Hotel Sookie promises to make all the reasonable efforts necessary to ensure that the accommodation chosen by the Guest is properly fitted out and of good quality.
If the Guest is dissatisfied, he/she must inform Hotel Sookie of any complaint immediately, at the latest 12 hours after check-in. If Hotel Sookie has not met its promise and cannot correct the problem, Hotel Sookie will choose, at its discretion, to provide you with a replacement room (where available) or refund you part of the amount paid.
20. Child policy
Children under the age of two stay for free.
21. Pets
Small pets may stay in the rooms for an extra charge of 15 euros per night.
Guide dogs are permitted in the establishment.
22. Disputes
The General Terms and Conditions are governed by French law, without prejudice to any mandatory protective provisions that may be applicable in the country of residence of consumers.
The Customer is informed by Hotel Sookie of the possibility of having recourse, in the event of a dispute relating to these Terms and Conditions, to a conventional mediation procedure or any other alternative dispute resolution method, under the conditions provided for in Title I of Book VI of the French Consumer Code.
After having referred the matter to the customer service department or the Establishment in an attempt to resolve the dispute amicably, and in the event of a negative response or the absence of a response within sixty (60) days from the date of referral, the Customer may refer the matter free of charge to the consumer mediator to which the professional belongs, i.e. the Association of European Mediators (AME CONSO).
- Details of how to contact the Mediation officer and his contact details are available by clicking on the following link: How to contact the Mediation officer and his contact details, or on the website www.mediationconso-ame.com
- The Mediation officer may be contacted within twelve (12) months of the first complaint.
- The Mediation officer's referral form can be accessed via the following link: Tourism and Travel Ombudsman referral form.
The Hotel Sookie also informs the Customer of the existence of a European platform for Online Dispute Resolution ("ODR") to which the Customer may have recourse. The Customer may access this platform via the following link: https://ec.europa.eu/consumers/odr/.
23. Miscellaneous
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 may, free of charge, register on an opposition list against telephone canvassing. This list is accessible via the following website: www.bloctel.gouv.fr.
