Special Terms and Conditions of Sale
DESTINATION ANGERS – GENERAL PUBLIC BOOKING SYSTEM
The booking system made available on the official Angers Loire Métropole Tourist Office website www.tourisme.destination-angers.com
is provided by ANGERS LOIRE TOURISME EXPO CONGRES, a local public company (SPL) with a capital of € 1,500,000 that is registered with the Angers Trade and Companies Registry under number 830 955 068 and has its headquarters at 7 Place Kennedy, Angers (Maine & Loire).
For the purpose of this booking service, the company ANGERS LOIRE TOURISME EXPO CONGRES:
- is identified under Intra-Community VAT number FR39 830 955 068
- is registered as a travel agency under certificate number IM049180002 by Atout France, 79-81 Rue de Clichy, Paris (75009)
- has a financial guarantee for travel contracts from Banque Populaire de l’Ouest - 15 Boulevard de la de la Boutière, 35768 Saint-Grégoire Cedex, FRANCE
- has travel agency liability insurance from ALLIANZ IARD, contract number 55365608, 1 Cours Michelet, CS 30051, Paris La Défense (92076).
1. Booking
Bookings for accommodation, all-inclusive packages and holiday rentals are made:
- either, over the internet on the website www.tourisme.destination-angers.com
- by telephone through the Booking Centre on the following number:
Tel: 00 33 (0)2 41 23 50 00
- or at the Tourist Office desk through our team of travel advisers.
Any booking made with ANGERS LOIRE TOURISME EXPO CONGRES (hereinafter referred to as ‘the Booking Centre’) implies acceptance of these terms and conditions which shall prevail over any other general or special conditions.
For accommodation-only bookings
In order to be confirmed, all bookings require the customer to provide a deposit, either by credit card or by cheque payable to the accommodation provider, for an amount equivalent to one night’s accommodation per room booked. This deposit is debited only in the event of cancellation of the booking less than 48 hours before the start of the stay or in the event of a no-show by the customer, in accordance with point 6 below.
For all bookings, customers are strongly recommended to inform the hotel provider of their arrival time. Customers are also reminded that some hotels do not have a 24-hour reception. Customers must therefore make the appropriate arrangements.
Accommodation providers reserve the right to refuse a booking in the case where the accredited official organisations fail to authorise the means of payment.
For package bookings
To be confirmed, all bookings require full payment of the stay from the customer, by credit card, cheque or bank transfer payable to SPL ANGERS LOIRE TOURISME EXPO CONGRES.
c) For holiday rentals/self-catering accommodation
To be confirmed, all bookings require a deposit of 25% of the total rental amount to be paid by the customer by cheque payable to Angers Loire Tourisme Expo Congrès, bank transfer or credit card, at most six months before the start of the rental. Angers Loire Tourisme Expo Congrès will send a booking contract to customers to be returned dated, approved and signed before the expiry date stipulated in the contract. Failure to return the contract on the stipulated date will lead to cancellation of the booking.
When a booking is made more than six months before the start of the rental, no deposit will be requested.
Bookings made less than 30 days before the arrival date must be paid for in full by the customer.
Bookings for holiday rentals are subject to an admin fee of € 10 for all stays of one to two nights and of € 20 for stays of three nights and over.
2. Payment for Accommodation
For accommodation-only bookings
All payment for the accommodation (room, breakfast, tourist tax) is made by the customer to the accommodation provider upon arrival at the accommodation.
Any bank details provided by the customer serve only as a guarantee; payment for the accommodation is made on site to the accommodation provider.
In the case where the deposit has been paid by cheque, this will be returned to the customer in exchange for full payment of the accommodation, or deducted from the price of the accommodation, according to the accommodation provider’s wishes.
In the event of cancellation of the booking by the customer within the time limit and in accordance with the terms stipulated in point 6 below, the cheque provided by the customer as a deposit will be returned to him in the month following the date of cancellation.
For package bookings
All payment for the package is made by the customer to ANGERS LOIRE TOURISME EXPO CONGRES (including tourist tax).
The price of the package will be that in effect on the day of purchase of the package.
c) For holiday rentals/self-catering accommodation
Payment of the balance for the booking must be paid by the customer at least 30 days before the start of the rental to Angers Loire Tourisme Expo Congrès. Payments may be made by credit card, cheque payable to Angers Loire Tourisme Expo Congrès or bank transfer. Following receipt of the balance, a payment confirmation will be sent.
3. Price of Accommodation
The accommodation prices offered by the Booking Centre are given in euros, inclusive of VAT and service.
It is also reminded here that only the promotional offers featured on the website www.tourisme.destination-angers.com will be applied by the Booking Centre.
For accommodation-only bookings
The accommodation prices offered by the Booking Centre are the accommodation providers’ public prices. These public prices may however be increased throughout the year in the case of exceptional events; in this case, the increased prices will be displayed in reception and simultaneously applied by the Booking Centre and the accommodation provider. Under no circumstances may the price demanded by the accommodation provider differ from that given by the Booking Centre.
The prices given by the Booking Centre include tourist tax; the amount of tourist tax is calculated per person and per night as follows:
Unrated hotel: € 0.40
1-star hotel: € 0.75
2-star hotel: € 0.90
3-star hotel: € 1
4-star hotel: € 1.50
For package bookings
The prices given include a package comprising the services mentioned in the contract for an agreed period from the day of arrival in the accommodation to the day of departure.
The prices given at the time of reservation are based on the economic and fiscal conditions in effect on the date of issue of the quotation.
For holiday rentals/self-catering accommodation
The accommodation prices offered by the Booking Centre are the accommodation providers’ public prices. Once the booking has been confirmed and the deposit paid, prices are guaranteed and cannot be increased by the accommodation provider.
4. Booking Confirmation
a) For accommodation-only bookings
For all confirmations of bookings, an email and/or letter will be sent mentioning the date(s), amount and location of the stay and what it includes.
b) For package bookings
For all confirmations of package bookings, an email and/or letter will be sent mentioning the date(s), amount and location of the stay and what it includes.
Depending on the time left before the stay and the customer’s preference, the travel documents will be sent by post or email or collected at the Tourist Office reception.
The travel documents contain the vouchers to be handed over to the service providers on arrival. They show the services included in the package. Vouchers are strictly for use by the person named on them and are non-transferable.
For holiday rentals
For all confirmations of rental bookings, an email and/or letter will be sent mentioning the date(s), amount and location of the stay and what it includes, as well as a receipt for the deposit payment. A voucher will be sent upon payment of the balance, 30 days before the rental start date.
5. Unavailability
a) Unavailability due to the accommodation provider
The accommodation offers proposed by the Booking Centre are valid within the limits of the accommodation providers’ availability.
If, for exceptional circumstances, the accommodation reserved was unavailable, the accommodation provider undertakes, with no extra cost for the customer:
to provide him for the night with one or more rooms, equivalent to the number on the booking, in another establishment of an equivalent rating or higher, at the same price or higher than the accommodation reserved,
to provide him, where necessary, with a transport solution in order to reach this establishment and reimburse him the price of a telephone call between this establishment and his family or office if he wishes.
In no circumstances does the unavailability of the accommodation reserved give the customer a right to claim compensation or reparation from the Booking Centre.
b) Unavailability due to Angers Loire Tourisme Expo Congrès
In the event that Angers Loire Métropole Tourist Office is unable to honour its commitments for reasons of force majeure, the Tourist Office reserves the right to cancel the booking(s) and fully reimburse the package to the customer, to the exclusion of any other claims.
6. Cancellation – Customer No-Shows
For accommodation-only bookings
To be taken into account without a cancellation fee, any cancellation by the customer of a booking made through the Booking Centre must be made known to the latter at least 48 hours before the start of the stay (which is deemed to commence at midday on the scheduled arrival day) by one of the following means:
Telephone: 00 33 (0)2 41 23 50 00
Email: officedetourisme@destination-angers.com
Failing this, any cancellation of a booking made through the Booking Centre will give rise to a cancellation fee equivalent to the amount of one night’s accommodation per room reserved. This fee therefore applies in the case of cancellation of bookings made less than 48 hours before the start date of the stay.
The same fee shall be due in the event of a no-show by the customer on the scheduled arrival date.
The cancellation fee mentioned above shall be debited from the deposit made by the customer at booking. An invoice corresponding to this fee will be issued by Angers Loire Tourisme Expo Congrès Booking Centre.
For package bookings
In the case of cancellations made after payment of the stay, the following conditions shall apply:
More than 30 days before departure: the cancellation fee shall be 25% of the price of the stay
21 to 30 days before start of stay: 30% of the price of the stay
8 to 20 days before start of stay: 50% of the price of the stay
3 to 7 days before start of stay: 75% of the price of the stay
Less than 3 days before start of stay: 100% of the price of the stay.
For bookings of holiday rentals
In the case of cancellations after payment of the deposit, the following conditions shall apply:
Between 30 days and six months before the start of the rental, the cancellation fee is fixed at 25% of the amount of the stay (i.e. the deposit is retained)
8 to 29 days before start of stay: 70% of the price of the stay
For cancellations made seven days and less before the start of the stay, the full price of the stay will be charged.
Cancellation insurance
ANGERS LOIRE TOURISME EXPO CONGRES draws customers’ attention to the possibility of taking out an insurance policy either with an organisation of their choice or through us, covering the consequences of cancellation resulting from certain causes.
All cancellations must be notified to us in writing, either by fax: 00 33 (0)2 41 23 50 09 or by email: officedetourisme@destination-angers.com
7. Booking Modifications
For nightly accommodation
To be taken into account, any modification by the customer of a booking made through the Booking Centre, must be made known to the latter at least 48 hours before the start of the stay (which is deemed to commence at midday on the scheduled arrival day) by one of the following means:
Telephone: 00 33 (0)2 41 23 50 00
Email: officedetourisme@destination-angers.com
For weekly rentals
Should the customer decide for any reason to make changes to the booking before the scheduled arrival date, such as changes to dates or the number of persons staying in the accommodation, a fee of € 30 will be charged at least eight days before arrival. No changes will be permitted less than eight days before the start of the stay. The customer will therefore either keep his reservation as it is or cancel it without any possibility of a refund.
Should the customer end his stay earlier than planned, no refund will be made by Angers Loire Tourisme Expo Congrès. He may be able to claim a refund depending on the cancellation conditions of his travel insurance contract if he has taken one out. We strongly recommend that customers take out travel insurance (with cancellation cover) to avoid any financial loss. See section entitled ‘Cancellation insurance’.
8. Proof
It is expressly agreed that, unless proved otherwise, the data recorded in the IT system of the Booking Centre and/or its partners constitutes proof of all transactions with customers, so that it will be admissible, valid and enforceable between the parties in the same manner, under the same conditions and with the same probative value as any document that may be drawn up, received or kept in writing.
9. General Hotel Regulation
The rating of hotels is established according to the comfort and services that they offer. The classification standards are verified by the Prefecture.
10. Photographic Images
The photographic images shown on the website www.tourisme.destination-angers.com are provided for illustration purposes only and therefore come with no guarantees.
Consequently:
Images may be modified in any way, and the Booking Office will not assume liability in the event of misrepresentation.
11. Intellectual Property
Any reproduction, whether in full or in part, of the website www.tourisme.destination-angers.com, other than for private use, is strictly forbidden.
The same applies to texts, comments, works, illustrations and/or images featured on the website www.tourisme.destination-angers.com, as provided for under the French Code of Intellectual Property and the international conventions in force.
12. Personal Data Protection
In accordance with the French data protection act No 78-17 of 6 January 1978 (known in French as the ‘Loi Informatique et Libertés’), the website www.destination-angers.com has been declared to the French authority for data protection (CNIL) under number 1240146.
In accordance with the French data protection act, you have the right to access, modify, rectify and erase data concerning you. You can exercise this right by writing to: Office de Tourisme d’Angers Loire Métropole – 7 Place Kennedy – BP 15157 – 49051 Angers Cedex 2, France.
Information provided by the customer at booking will not be transmitted to any third party other than the provider of the accommodation reserved. This information will be considered as confidential by both the Booking Centre and the accommodation provider. It will be used for solely internal purposes by the Booking Centre and the accommodation provider for processing the booking and to improve and personalise communication and service offerings made to customers.
13. Protection of Personal Data and Bank Details
For all off-line bookings, the Booking Centre undertakes to protect customers’ personal information and bank details through its secure payment system PAYBOX (information is protected and encrypted by the system before being transmitted to the processing centre).
14. Links
The Booking Centre disclaims any responsibility for the content of third-party websites that the customer may visit using links featured on the website www.tourisme.destination-angers.com, and for information and services featured on such websites.
It is therefore the responsibility of customers to take all necessary precautions and protective measures when using these links, especially against a possible virus attack.
15. Information Requests - Complaints
All information requests and/or complaints may be addressed to the Booking Centre by one of the following means:
By telephone on 33 (0)2 41 23 50 00
By email to the following address: officedetourisme@destination-angers.com
16. Other
The failure to invoke any of the present conditions at a given time cannot be interpreted as a waiver of their enforcement. Should any of these conditions be declared void or contrary to a public policy provision, it will be deemed unwritten and the other stipulations will remain in force.
17. Applicable Law
All relations between the Booking Centre and its customers are governed by French law.
French Law shall govern the present General Terms and Conditions of Sale, in all aspects. Any dispute or difficulty concerning their interpretation and/or their will be the exclusive jurisdiction of the Commercial Court of Angers (49).
18. Special Terms and Conditions for Gîtes and Self-Catering Holiday Rentals
Pets
The contract will specify if the customer can bring a pet with them during the stay and if additional fees apply, such as the payment of a deposit which will be returned to the customer after his stay. Should the customer fail to respect this clause of the contract, the accommodation provider will have the right to refuse the stay and no refund will be made to the customer.
Customer arrival
The customer must arrive at the location, on the date and within the times mentioned on the voucher.
Damage deposit
We attract the attention of customers to the fact that a damage deposit must be paid to the accommodation provider to cover any damage he may cause. The amount varies depending on the accommodation provider. The amount will be stated in the booking contract. If no damage is noted, the deposit will be returned to the customer on his departure.
Inventory
The accommodation provider and the customer should establish a joint inventory of the accommodation and sign it on the date of arrival. This will constitute the sole reference in the event of a dispute concerning the condition of the accommodation.
Accommodation capacity
The accommodation contract is agreed for a maximum number of persons. If the number of persons exceeds the accommodation capacity, the accommodation provider may refuse the additional persons. In this case, any modification or termination of the contract will be considered to be at the initiative of the customer and no refund will be possible.
Payment of utility costs
Customers having booked accommodation shall be billed for the utilities used during their stay in the accommodation e.g. water, electricity, gas, heating, etc. These costs must be paid to the accommodation provider who will issue the customer with a receipt.
This shall not apply where the accommodation provider has stated that these costs are included in the price of the rental.
Absence of withdrawal period
The provisions of Article L121-20-4 of the French Consumer Code stipulate that customers do not have the right to a seven-day withdrawal period for any contracts providing accommodation, transport, catering and leisure services on a given date or according to a specific periodicity.
Article R211-3
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
Subject to the exclusions provided for in the third and fourth paragraphs of Article L. 211-7, any offer or sale of travel services shall give rise to the provision of relevant documentation that meets the rules outlined in this section.
…
Invoicing the various elements of the same travel package separately does not exempt the vendor from fulfilling his obligations pursuant to the regulatory provisions of this section.
Article R211-3-1
Established by Decree No. 2009-1650 of 23 December 2009 - Art. 1
The exchange of pre-contractual information or the provision of contractual terms and conditions shall be done in writing. This can be done electronically under the conditions of validity and exercise provided for in Articles 1369-1 to 1369-11 of the French Civil Code. Mention shall be made of the vendor’s name or business name and address, indicating his registration number in the register provided for in Article L. 141-3 , or, where applicable, the name, address and registration number for the federation or union mentioned in the second paragraph of Article R. 211-2.
Article R211-4
Established by Decree No. 2009-1650 of 23 December 2009 - Art. 1
Prior to the conclusion of the contract, the vendor must provide the customer with information on prices, dates and other elements that constitute the services provided during the trip or stay such as:
1° The destination, and the means, characteristics and categories of transport to be used;
2° The type of accommodation, its location, level of comfort, main features and tourism certification and rating corresponding to the regulations or customs of the host country;
3° The catering services provided;
4° The itinerary in the case of tours;
5° The administrative and health formalities to be completed by nationals or nationals of another EU member country or country belonging to the European Economic Area in the case, especially, of cross-border trips, and the deadlines for completing these formalities;
6° The visits, excursions and other services included in the package or that may be available for a supplement;
7° The minimum or maximum size of group required for the tour or stay to take place and, if the realisation of the tour or stay is subject to a minimum number of participants, the deadline for informing the customer in the case of cancellation of the tour or stay; this date cannot be less than twenty-one days before departure;
8° The amount or the percentage of the price to be paid as a deposit upon conclusion of the contract as well as the calendar for payment of the balance;
9° The price adjustment procedure as provided for by the contract pursuant to Article R. 211-8;
10° The contractual cancellation conditions;
11° The cancellation conditions provided for in Articles R. 211-9, R. 211-10 and R. 211-11;
12° Information concerning optional insurance contracts covering the consequences of certain cases of cancellation or assistance contracts covering certain specific risks, such as repatriation costs in the case of accidents or illness;
13° When the contract includes air travel, information, for each leg of the trip, pursuant to Articles R. 211-15 to R. 211-18.
Article R211-5
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
The prior information given to the consumer is binding on the vendor, unless the vendor has expressly reserved the right to modify certain elements. The vendor must, in this case, clearly indicate to what extent this modification may occur and regarding which elements.
In any event, changes made to the prior information must be communicated to the customer before the conclusion of the contract.
Article R211-6
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
The contract between the vendor and the buyer must be made out in writing in duplicate, with one copy given to the buyer, and signed by both parties. Where the contract is concluded by electronic means, Articles 1369-1 to 1369-11 of the French Civil Code shall apply. The contract must include the following clauses:
1° The name and address of the vendor, its guarantor and insurer and the name and address of the organiser;
2° The destination or destinations of the trip and, in the case of a split stay, the different periods and their dates;
3° The means, characteristics and categories of transport used, dates and places of departure and return;
4° The type of accommodation, its location, level of comfort, main characteristics and tourism classification according to the regulations or customs of the host country;
5° The proposed catering services;
6° The itinerary in the case of a tour;
7° Visits, excursions or other services included in the total price of the trip or stay;
8° The total price of the invoiced services, indicating any possible invoice revision under Article R. 211-8;
9° The indication, if applicable, of the fees or taxes relating to certain services, such as landing, disembarkation or embarkation taxes at ports and airports, tourist taxes when they are not included in the price of the services provided;
10° The payment calendar and terms of payment; the last payment made by the buyer cannot be less than 30% of the price of the trip or stay and must be made when the documents enabling the trip or stay are provided;
11° The special conditions requested by the buyer and accepted by the vendor;
12° The terms according to which the buyer can make a claim against the vendor for non-performance or poor performance of the contract; this claim must be sent as soon as possible, by any means that provides an acknowledgement of receipt from the vendor, and, where appropriate, in writing, to the trip organiser and the service provider concerned;
13° The deadline by which the vendor must inform the buyer in case of cancellation of the trip or stay, where the realisation of the trip or stay is linked to a minimum number of participants, in accordance with the provisions of point 7 of Article R. 211-4;
14° The contractual conditions of cancellation;
15° The cancellation conditions provided for in Articles R. 211-9, R. 211-10 and R. 211-11;
16° The details of the risks covered and the amount of the guarantees under the insurance contract covering the consequences of the vendor’s professional liability;
17° Information concerning the insurance contract taken out by the buyer covering the consequences of certain cases of cancellation (policy number and name of the insurer) and concerning the assistance contract covering certain special risks, in particular repatriation costs in the event of an accident or illness; in this case, the vendor must give the buyer a document specifying at least the risks covered and the risks excluded;
18° The deadline for informing the vendor in the event of termination of the contract by the buyer;
19° The commitment to provide the buyer, at least ten days before the date scheduled for his departure, with the following information:
(a) The name, address and telephone number of the vendor’s local representative or, failing that, the names, addresses and telephone numbers of the local bodies likely to assist the customer in the event of difficulty or, failing that, the telephone number for contacting the vendor urgently;
b) For trips and stays of minors abroad, a telephone number and an address enabling direct contact with the child or the person in charge of his stay;
20° The clause permitting cancellation and refund of all monies paid by the buyer in case of non-respect of the customer information obligation provided for in point 13 of Article R. 211-4;
21° The commitment to provide the buyer with the times of departure and arrival, in good time before the start of the trip or stay.
Article R211-7[A1]
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
The buyer can transfer the contract to an assignee who fulfils the same conditions, allowing the assignee to complete the trip or stay, as long as the trip or stay has not yet begun.
Unless more favourable terms for the assignor are stipulated, he must inform the vendor of his decision by any means that provides an acknowledgement of receipt no later than seven days before the start of the trip. In the case of cruises, the deadline for this is two weeks before the start of the trip. This transfer is under no circumstances subject to prior authorisation by the vendor.
Article R211-8
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
Where the contract includes an express possibility of price revision, within the limits provided for in Article L. 211-12, it must mention the precise methods for calculating both upward and downward price variations, and in particular the transport costs and taxes related thereto, the currency or currencies that may affect the price of the trip or stay, the percentage of the price affected by the variation, the currency rate or rates taken into account when drawing up the prices given in the contract.
Article R211-9
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
Where, before the departure of the buyer, the vendor is obliged to make a modification to one of the essential elements of the contract, such as a significant price increase and where he disregards the customer information obligation mentioned in point 13 of Article R. 211-4, the buyer may, without any prejudice to his/her right to claim compensation for any damage which may have been incurred, and after being informed by the vendor by any means that provides an acknowledgement of receipt:
- either terminate his contract and receive an immediate refund of all monies paid;
- or agree to the modification or replacement trip offered by the vendor; in this case, a contract addendum specifying the modifications to the contract shall be signed by both parties; any price decrease shall be deducted from any balance remaining to be paid by the buyer and, if the amount already paid by the latter exceeds the price of the modified trip or stay, the excess amount will be refunded to him before his date of departure.
Article R211-10
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
In the case provided for in Article L. 211-14, when, before the departure of the buyer, the vendor cancels the trip or stay, he must inform the buyer by any means that provides an acknowledgement of receipt; the buyer, without any prejudice to his/her right to claim compensation for any damage which may have been incurred, shall receive an immediate refund from the vendor of all monies paid; the buyer in this case shall receive compensation at least equal to the cancellation fee that he would have been charged if he had cancelled on the same date.
The provisions of this article shall in no circumstances prevent the conclusion of a mutual agreement, under which the buyer can accept a replacement journey or stay proposed by the vendor.
Article R211-11
When, after the departure of the buyer, the vendor is unable to provide a major part of the services in the contract, this representing a significant percentage of the price paid by the buyer, the vendor must immediately make the following provisions without any prejudice to the buyer’s right to claim compensation for any damage which may have been incurred:
- either offer services in lieu of the services in the contract, possibly covering any additional costs, and if the services accepted by the buyer are of an inferior quality, the vendor must refund the difference in price as soon as the buyer returns;
- or, if he cannot offer any replacement services or if these are refused by the buyer for valid reasons, provide the buyer, at no extra cost, with travel tickets allowing him to return, in conditions that may be deemed equivalent to those originally booked, to the place of departure or to another place agreed by both parties.
This article applies in the event of non-compliance with the obligation mentioned in point 13 of Article R. 211-4.
DESTINATION ANGERS – GENERAL PUBLIC BOOKING SYSTEM
The booking system made available on the official Angers Loire Métropole Tourist Office website www.tourisme.destination-angers.com
is provided by ANGERS LOIRE TOURISME EXPO CONGRES, a local public company (SPL) with a capital of € 1,500,000 that is registered with the Angers Trade and Companies Registry under number 830 955 068 and has its headquarters at 7 Place Kennedy, Angers (Maine & Loire).
For the purpose of this booking service, the company ANGERS LOIRE TOURISME EXPO CONGRES:
- is identified under Intra-Community VAT number FR39 830 955 068
- is registered as a travel agency under certificate number IM049180002 by Atout France, 79-81 Rue de Clichy, Paris (75009)
- has a financial guarantee for travel contracts from Banque Populaire de l’Ouest - 15 Boulevard de la de la Boutière, 35768 Saint-Grégoire Cedex, FRANCE
- has travel agency liability insurance from ALLIANZ IARD, contract number 55365608, 1 Cours Michelet, CS 30051, Paris La Défense (92076).
1. Booking
Bookings for accommodation, all-inclusive packages and holiday rentals are made:
- either, over the internet on the website www.tourisme.destination-angers.com
- by telephone through the Booking Centre on the following number:
Tel: 00 33 (0)2 41 23 50 00
- or at the Tourist Office desk through our team of travel advisers.
Any booking made with ANGERS LOIRE TOURISME EXPO CONGRES (hereinafter referred to as ‘the Booking Centre’) implies acceptance of these terms and conditions which shall prevail over any other general or special conditions.
For accommodation-only bookings
In order to be confirmed, all bookings require the customer to provide a deposit, either by credit card or by cheque payable to the accommodation provider, for an amount equivalent to one night’s accommodation per room booked. This deposit is debited only in the event of cancellation of the booking less than 48 hours before the start of the stay or in the event of a no-show by the customer, in accordance with point 6 below.
For all bookings, customers are strongly recommended to inform the hotel provider of their arrival time. Customers are also reminded that some hotels do not have a 24-hour reception. Customers must therefore make the appropriate arrangements.
Accommodation providers reserve the right to refuse a booking in the case where the accredited official organisations fail to authorise the means of payment.
For package bookings
To be confirmed, all bookings require full payment of the stay from the customer, by credit card, cheque or bank transfer payable to SPL ANGERS LOIRE TOURISME EXPO CONGRES.
c) For holiday rentals/self-catering accommodation
To be confirmed, all bookings require a deposit of 25% of the total rental amount to be paid by the customer by cheque payable to Angers Loire Tourisme Expo Congrès, bank transfer or credit card, at most six months before the start of the rental. Angers Loire Tourisme Expo Congrès will send a booking contract to customers to be returned dated, approved and signed before the expiry date stipulated in the contract. Failure to return the contract on the stipulated date will lead to cancellation of the booking.
When a booking is made more than six months before the start of the rental, no deposit will be requested.
Bookings made less than 30 days before the arrival date must be paid for in full by the customer.
Bookings for holiday rentals are subject to an admin fee of € 10 for all stays of one to two nights and of € 20 for stays of three nights and over.
2. Payment for Accommodation
For accommodation-only bookings
All payment for the accommodation (room, breakfast, tourist tax) is made by the customer to the accommodation provider upon arrival at the accommodation.
Any bank details provided by the customer serve only as a guarantee; payment for the accommodation is made on site to the accommodation provider.
In the case where the deposit has been paid by cheque, this will be returned to the customer in exchange for full payment of the accommodation, or deducted from the price of the accommodation, according to the accommodation provider’s wishes.
In the event of cancellation of the booking by the customer within the time limit and in accordance with the terms stipulated in point 6 below, the cheque provided by the customer as a deposit will be returned to him in the month following the date of cancellation.
For package bookings
All payment for the package is made by the customer to ANGERS LOIRE TOURISME EXPO CONGRES (including tourist tax).
The price of the package will be that in effect on the day of purchase of the package.
c) For holiday rentals/self-catering accommodation
Payment of the balance for the booking must be paid by the customer at least 30 days before the start of the rental to Angers Loire Tourisme Expo Congrès. Payments may be made by credit card, cheque payable to Angers Loire Tourisme Expo Congrès or bank transfer. Following receipt of the balance, a payment confirmation will be sent.
3. Price of Accommodation
The accommodation prices offered by the Booking Centre are given in euros, inclusive of VAT and service.
It is also reminded here that only the promotional offers featured on the website www.tourisme.destination-angers.com will be applied by the Booking Centre.
For accommodation-only bookings
The accommodation prices offered by the Booking Centre are the accommodation providers’ public prices. These public prices may however be increased throughout the year in the case of exceptional events; in this case, the increased prices will be displayed in reception and simultaneously applied by the Booking Centre and the accommodation provider. Under no circumstances may the price demanded by the accommodation provider differ from that given by the Booking Centre.
The prices given by the Booking Centre include tourist tax; the amount of tourist tax is calculated per person and per night as follows:
Unrated hotel: € 0.40
1-star hotel: € 0.75
2-star hotel: € 0.90
3-star hotel: € 1
4-star hotel: € 1.50
For package bookings
The prices given include a package comprising the services mentioned in the contract for an agreed period from the day of arrival in the accommodation to the day of departure.
The prices given at the time of reservation are based on the economic and fiscal conditions in effect on the date of issue of the quotation.
For holiday rentals/self-catering accommodation
The accommodation prices offered by the Booking Centre are the accommodation providers’ public prices. Once the booking has been confirmed and the deposit paid, prices are guaranteed and cannot be increased by the accommodation provider.
4. Booking Confirmation
a) For accommodation-only bookings
For all confirmations of bookings, an email and/or letter will be sent mentioning the date(s), amount and location of the stay and what it includes.
b) For package bookings
For all confirmations of package bookings, an email and/or letter will be sent mentioning the date(s), amount and location of the stay and what it includes.
Depending on the time left before the stay and the customer’s preference, the travel documents will be sent by post or email or collected at the Tourist Office reception.
The travel documents contain the vouchers to be handed over to the service providers on arrival. They show the services included in the package. Vouchers are strictly for use by the person named on them and are non-transferable.
For holiday rentals
For all confirmations of rental bookings, an email and/or letter will be sent mentioning the date(s), amount and location of the stay and what it includes, as well as a receipt for the deposit payment. A voucher will be sent upon payment of the balance, 30 days before the rental start date.
5. Unavailability
a) Unavailability due to the accommodation provider
The accommodation offers proposed by the Booking Centre are valid within the limits of the accommodation providers’ availability.
If, for exceptional circumstances, the accommodation reserved was unavailable, the accommodation provider undertakes, with no extra cost for the customer:
to provide him for the night with one or more rooms, equivalent to the number on the booking, in another establishment of an equivalent rating or higher, at the same price or higher than the accommodation reserved,
to provide him, where necessary, with a transport solution in order to reach this establishment and reimburse him the price of a telephone call between this establishment and his family or office if he wishes.
In no circumstances does the unavailability of the accommodation reserved give the customer a right to claim compensation or reparation from the Booking Centre.
b) Unavailability due to Angers Loire Tourisme Expo Congrès
In the event that Angers Loire Métropole Tourist Office is unable to honour its commitments for reasons of force majeure, the Tourist Office reserves the right to cancel the booking(s) and fully reimburse the package to the customer, to the exclusion of any other claims.
6. Cancellation – Customer No-Shows
For accommodation-only bookings
To be taken into account without a cancellation fee, any cancellation by the customer of a booking made through the Booking Centre must be made known to the latter at least 48 hours before the start of the stay (which is deemed to commence at midday on the scheduled arrival day) by one of the following means:
Telephone: 00 33 (0)2 41 23 50 00
Email: officedetourisme@destination-angers.com
Failing this, any cancellation of a booking made through the Booking Centre will give rise to a cancellation fee equivalent to the amount of one night’s accommodation per room reserved. This fee therefore applies in the case of cancellation of bookings made less than 48 hours before the start date of the stay.
The same fee shall be due in the event of a no-show by the customer on the scheduled arrival date.
The cancellation fee mentioned above shall be debited from the deposit made by the customer at booking. An invoice corresponding to this fee will be issued by Angers Loire Tourisme Expo Congrès Booking Centre.
For package bookings
In the case of cancellations made after payment of the stay, the following conditions shall apply:
More than 30 days before departure: the cancellation fee shall be 25% of the price of the stay
21 to 30 days before start of stay: 30% of the price of the stay
8 to 20 days before start of stay: 50% of the price of the stay
3 to 7 days before start of stay: 75% of the price of the stay
Less than 3 days before start of stay: 100% of the price of the stay.
For bookings of holiday rentals
In the case of cancellations after payment of the deposit, the following conditions shall apply:
Between 30 days and six months before the start of the rental, the cancellation fee is fixed at 25% of the amount of the stay (i.e. the deposit is retained)
8 to 29 days before start of stay: 70% of the price of the stay
For cancellations made seven days and less before the start of the stay, the full price of the stay will be charged.
Cancellation insurance
ANGERS LOIRE TOURISME EXPO CONGRES draws customers’ attention to the possibility of taking out an insurance policy either with an organisation of their choice or through us, covering the consequences of cancellation resulting from certain causes.
All cancellations must be notified to us in writing, either by fax: 00 33 (0)2 41 23 50 09 or by email: officedetourisme@destination-angers.com
7. Booking Modifications
For nightly accommodation
To be taken into account, any modification by the customer of a booking made through the Booking Centre, must be made known to the latter at least 48 hours before the start of the stay (which is deemed to commence at midday on the scheduled arrival day) by one of the following means:
Telephone: 00 33 (0)2 41 23 50 00
Email: officedetourisme@destination-angers.com
For weekly rentals
Should the customer decide for any reason to make changes to the booking before the scheduled arrival date, such as changes to dates or the number of persons staying in the accommodation, a fee of € 30 will be charged at least eight days before arrival. No changes will be permitted less than eight days before the start of the stay. The customer will therefore either keep his reservation as it is or cancel it without any possibility of a refund.
Should the customer end his stay earlier than planned, no refund will be made by Angers Loire Tourisme Expo Congrès. He may be able to claim a refund depending on the cancellation conditions of his travel insurance contract if he has taken one out. We strongly recommend that customers take out travel insurance (with cancellation cover) to avoid any financial loss. See section entitled ‘Cancellation insurance’.
8. Proof
It is expressly agreed that, unless proved otherwise, the data recorded in the IT system of the Booking Centre and/or its partners constitutes proof of all transactions with customers, so that it will be admissible, valid and enforceable between the parties in the same manner, under the same conditions and with the same probative value as any document that may be drawn up, received or kept in writing.
9. General Hotel Regulation
The rating of hotels is established according to the comfort and services that they offer. The classification standards are verified by the Prefecture.
10. Photographic Images
The photographic images shown on the website www.tourisme.destination-angers.com are provided for illustration purposes only and therefore come with no guarantees.
Consequently:
Images may be modified in any way, and the Booking Office will not assume liability in the event of misrepresentation.
11. Intellectual Property
Any reproduction, whether in full or in part, of the website www.tourisme.destination-angers.com, other than for private use, is strictly forbidden.
The same applies to texts, comments, works, illustrations and/or images featured on the website www.tourisme.destination-angers.com, as provided for under the French Code of Intellectual Property and the international conventions in force.
12. Personal Data Protection
In accordance with the French data protection act No 78-17 of 6 January 1978 (known in French as the ‘Loi Informatique et Libertés’), the website www.destination-angers.com has been declared to the French authority for data protection (CNIL) under number 1240146.
In accordance with the French data protection act, you have the right to access, modify, rectify and erase data concerning you. You can exercise this right by writing to: Office de Tourisme d’Angers Loire Métropole – 7 Place Kennedy – BP 15157 – 49051 Angers Cedex 2, France.
Information provided by the customer at booking will not be transmitted to any third party other than the provider of the accommodation reserved. This information will be considered as confidential by both the Booking Centre and the accommodation provider. It will be used for solely internal purposes by the Booking Centre and the accommodation provider for processing the booking and to improve and personalise communication and service offerings made to customers.
13. Protection of Personal Data and Bank Details
For all off-line bookings, the Booking Centre undertakes to protect customers’ personal information and bank details through its secure payment system PAYBOX (information is protected and encrypted by the system before being transmitted to the processing centre).
14. Links
The Booking Centre disclaims any responsibility for the content of third-party websites that the customer may visit using links featured on the website www.tourisme.destination-angers.com, and for information and services featured on such websites.
It is therefore the responsibility of customers to take all necessary precautions and protective measures when using these links, especially against a possible virus attack.
15. Information Requests - Complaints
All information requests and/or complaints may be addressed to the Booking Centre by one of the following means:
By telephone on 33 (0)2 41 23 50 00
By email to the following address: officedetourisme@destination-angers.com
16. Other
The failure to invoke any of the present conditions at a given time cannot be interpreted as a waiver of their enforcement. Should any of these conditions be declared void or contrary to a public policy provision, it will be deemed unwritten and the other stipulations will remain in force.
17. Applicable Law
All relations between the Booking Centre and its customers are governed by French law.
French Law shall govern the present General Terms and Conditions of Sale, in all aspects. Any dispute or difficulty concerning their interpretation and/or their will be the exclusive jurisdiction of the Commercial Court of Angers (49).
18. Special Terms and Conditions for Gîtes and Self-Catering Holiday Rentals
Pets
The contract will specify if the customer can bring a pet with them during the stay and if additional fees apply, such as the payment of a deposit which will be returned to the customer after his stay. Should the customer fail to respect this clause of the contract, the accommodation provider will have the right to refuse the stay and no refund will be made to the customer.
Customer arrival
The customer must arrive at the location, on the date and within the times mentioned on the voucher.
Damage deposit
We attract the attention of customers to the fact that a damage deposit must be paid to the accommodation provider to cover any damage he may cause. The amount varies depending on the accommodation provider. The amount will be stated in the booking contract. If no damage is noted, the deposit will be returned to the customer on his departure.
Inventory
The accommodation provider and the customer should establish a joint inventory of the accommodation and sign it on the date of arrival. This will constitute the sole reference in the event of a dispute concerning the condition of the accommodation.
Accommodation capacity
The accommodation contract is agreed for a maximum number of persons. If the number of persons exceeds the accommodation capacity, the accommodation provider may refuse the additional persons. In this case, any modification or termination of the contract will be considered to be at the initiative of the customer and no refund will be possible.
Payment of utility costs
Customers having booked accommodation shall be billed for the utilities used during their stay in the accommodation e.g. water, electricity, gas, heating, etc. These costs must be paid to the accommodation provider who will issue the customer with a receipt.
This shall not apply where the accommodation provider has stated that these costs are included in the price of the rental.
Absence of withdrawal period
The provisions of Article L121-20-4 of the French Consumer Code stipulate that customers do not have the right to a seven-day withdrawal period for any contracts providing accommodation, transport, catering and leisure services on a given date or according to a specific periodicity.
GENERAL TERMS AND CONDITION OF SALE (French Tourism Code)
Travel sales contractsArticle R211-3
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
Subject to the exclusions provided for in the third and fourth paragraphs of Article L. 211-7, any offer or sale of travel services shall give rise to the provision of relevant documentation that meets the rules outlined in this section.
…
Invoicing the various elements of the same travel package separately does not exempt the vendor from fulfilling his obligations pursuant to the regulatory provisions of this section.
Article R211-3-1
Established by Decree No. 2009-1650 of 23 December 2009 - Art. 1
The exchange of pre-contractual information or the provision of contractual terms and conditions shall be done in writing. This can be done electronically under the conditions of validity and exercise provided for in Articles 1369-1 to 1369-11 of the French Civil Code. Mention shall be made of the vendor’s name or business name and address, indicating his registration number in the register provided for in Article L. 141-3 , or, where applicable, the name, address and registration number for the federation or union mentioned in the second paragraph of Article R. 211-2.
Article R211-4
Established by Decree No. 2009-1650 of 23 December 2009 - Art. 1
Prior to the conclusion of the contract, the vendor must provide the customer with information on prices, dates and other elements that constitute the services provided during the trip or stay such as:
1° The destination, and the means, characteristics and categories of transport to be used;
2° The type of accommodation, its location, level of comfort, main features and tourism certification and rating corresponding to the regulations or customs of the host country;
3° The catering services provided;
4° The itinerary in the case of tours;
5° The administrative and health formalities to be completed by nationals or nationals of another EU member country or country belonging to the European Economic Area in the case, especially, of cross-border trips, and the deadlines for completing these formalities;
6° The visits, excursions and other services included in the package or that may be available for a supplement;
7° The minimum or maximum size of group required for the tour or stay to take place and, if the realisation of the tour or stay is subject to a minimum number of participants, the deadline for informing the customer in the case of cancellation of the tour or stay; this date cannot be less than twenty-one days before departure;
8° The amount or the percentage of the price to be paid as a deposit upon conclusion of the contract as well as the calendar for payment of the balance;
9° The price adjustment procedure as provided for by the contract pursuant to Article R. 211-8;
10° The contractual cancellation conditions;
11° The cancellation conditions provided for in Articles R. 211-9, R. 211-10 and R. 211-11;
12° Information concerning optional insurance contracts covering the consequences of certain cases of cancellation or assistance contracts covering certain specific risks, such as repatriation costs in the case of accidents or illness;
13° When the contract includes air travel, information, for each leg of the trip, pursuant to Articles R. 211-15 to R. 211-18.
Article R211-5
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
The prior information given to the consumer is binding on the vendor, unless the vendor has expressly reserved the right to modify certain elements. The vendor must, in this case, clearly indicate to what extent this modification may occur and regarding which elements.
In any event, changes made to the prior information must be communicated to the customer before the conclusion of the contract.
Article R211-6
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
The contract between the vendor and the buyer must be made out in writing in duplicate, with one copy given to the buyer, and signed by both parties. Where the contract is concluded by electronic means, Articles 1369-1 to 1369-11 of the French Civil Code shall apply. The contract must include the following clauses:
1° The name and address of the vendor, its guarantor and insurer and the name and address of the organiser;
2° The destination or destinations of the trip and, in the case of a split stay, the different periods and their dates;
3° The means, characteristics and categories of transport used, dates and places of departure and return;
4° The type of accommodation, its location, level of comfort, main characteristics and tourism classification according to the regulations or customs of the host country;
5° The proposed catering services;
6° The itinerary in the case of a tour;
7° Visits, excursions or other services included in the total price of the trip or stay;
8° The total price of the invoiced services, indicating any possible invoice revision under Article R. 211-8;
9° The indication, if applicable, of the fees or taxes relating to certain services, such as landing, disembarkation or embarkation taxes at ports and airports, tourist taxes when they are not included in the price of the services provided;
10° The payment calendar and terms of payment; the last payment made by the buyer cannot be less than 30% of the price of the trip or stay and must be made when the documents enabling the trip or stay are provided;
11° The special conditions requested by the buyer and accepted by the vendor;
12° The terms according to which the buyer can make a claim against the vendor for non-performance or poor performance of the contract; this claim must be sent as soon as possible, by any means that provides an acknowledgement of receipt from the vendor, and, where appropriate, in writing, to the trip organiser and the service provider concerned;
13° The deadline by which the vendor must inform the buyer in case of cancellation of the trip or stay, where the realisation of the trip or stay is linked to a minimum number of participants, in accordance with the provisions of point 7 of Article R. 211-4;
14° The contractual conditions of cancellation;
15° The cancellation conditions provided for in Articles R. 211-9, R. 211-10 and R. 211-11;
16° The details of the risks covered and the amount of the guarantees under the insurance contract covering the consequences of the vendor’s professional liability;
17° Information concerning the insurance contract taken out by the buyer covering the consequences of certain cases of cancellation (policy number and name of the insurer) and concerning the assistance contract covering certain special risks, in particular repatriation costs in the event of an accident or illness; in this case, the vendor must give the buyer a document specifying at least the risks covered and the risks excluded;
18° The deadline for informing the vendor in the event of termination of the contract by the buyer;
19° The commitment to provide the buyer, at least ten days before the date scheduled for his departure, with the following information:
(a) The name, address and telephone number of the vendor’s local representative or, failing that, the names, addresses and telephone numbers of the local bodies likely to assist the customer in the event of difficulty or, failing that, the telephone number for contacting the vendor urgently;
b) For trips and stays of minors abroad, a telephone number and an address enabling direct contact with the child or the person in charge of his stay;
20° The clause permitting cancellation and refund of all monies paid by the buyer in case of non-respect of the customer information obligation provided for in point 13 of Article R. 211-4;
21° The commitment to provide the buyer with the times of departure and arrival, in good time before the start of the trip or stay.
Article R211-7[A1]
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
The buyer can transfer the contract to an assignee who fulfils the same conditions, allowing the assignee to complete the trip or stay, as long as the trip or stay has not yet begun.
Unless more favourable terms for the assignor are stipulated, he must inform the vendor of his decision by any means that provides an acknowledgement of receipt no later than seven days before the start of the trip. In the case of cruises, the deadline for this is two weeks before the start of the trip. This transfer is under no circumstances subject to prior authorisation by the vendor.
Article R211-8
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
Where the contract includes an express possibility of price revision, within the limits provided for in Article L. 211-12, it must mention the precise methods for calculating both upward and downward price variations, and in particular the transport costs and taxes related thereto, the currency or currencies that may affect the price of the trip or stay, the percentage of the price affected by the variation, the currency rate or rates taken into account when drawing up the prices given in the contract.
Article R211-9
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
Where, before the departure of the buyer, the vendor is obliged to make a modification to one of the essential elements of the contract, such as a significant price increase and where he disregards the customer information obligation mentioned in point 13 of Article R. 211-4, the buyer may, without any prejudice to his/her right to claim compensation for any damage which may have been incurred, and after being informed by the vendor by any means that provides an acknowledgement of receipt:
- either terminate his contract and receive an immediate refund of all monies paid;
- or agree to the modification or replacement trip offered by the vendor; in this case, a contract addendum specifying the modifications to the contract shall be signed by both parties; any price decrease shall be deducted from any balance remaining to be paid by the buyer and, if the amount already paid by the latter exceeds the price of the modified trip or stay, the excess amount will be refunded to him before his date of departure.
Article R211-10
Amended by Decree No. 2009-1650 of 23 December 2009 - Art. 1
In the case provided for in Article L. 211-14, when, before the departure of the buyer, the vendor cancels the trip or stay, he must inform the buyer by any means that provides an acknowledgement of receipt; the buyer, without any prejudice to his/her right to claim compensation for any damage which may have been incurred, shall receive an immediate refund from the vendor of all monies paid; the buyer in this case shall receive compensation at least equal to the cancellation fee that he would have been charged if he had cancelled on the same date.
The provisions of this article shall in no circumstances prevent the conclusion of a mutual agreement, under which the buyer can accept a replacement journey or stay proposed by the vendor.
Article R211-11
When, after the departure of the buyer, the vendor is unable to provide a major part of the services in the contract, this representing a significant percentage of the price paid by the buyer, the vendor must immediately make the following provisions without any prejudice to the buyer’s right to claim compensation for any damage which may have been incurred:
- either offer services in lieu of the services in the contract, possibly covering any additional costs, and if the services accepted by the buyer are of an inferior quality, the vendor must refund the difference in price as soon as the buyer returns;
- or, if he cannot offer any replacement services or if these are refused by the buyer for valid reasons, provide the buyer, at no extra cost, with travel tickets allowing him to return, in conditions that may be deemed equivalent to those originally booked, to the place of departure or to another place agreed by both parties.
This article applies in the event of non-compliance with the obligation mentioned in point 13 of Article R. 211-4.
[A1]Les éspaces entre les articles ne sont pas toujours les même – harmoniser?