Our terms and conditions of sale
Les Etincelles collection is the management company of the following establishments: Hotel Levanna, Hotel VoulezVous, Hotel les Campanules, Hotel Village Montana, Hotel les Suites du Montana, Residence Village Montana, Tetras Lodge, Chalets Carte Blanche, Hotel Carlina, Hotel Koh i Nor, Residence Koh i Nor, Chalet Koh i Nor, Hotel Taj i Mah, Residence Aroll, Hotel Daria i Nor, Residence Daria i Nor and Hotel l’incomparable.
The present Terms and conditions of sale govern your contractual relationship with Les Etincelles Collection through its company Whitegold Hospitality, whose head office is located: 300 routes des Fabriques, 73250 Saint Pierre d’Albigny, France and registered in the Chambéry trade register under number 881 439 549.
Terms and Conditions of Sale for Hotels
Any confirmation of reservation is made by the payment of a deposit equivalent to 30% of the total amount of the stay. In paid by bank transfer, only the net amount will be taken into consideration as payment value.
The balance of the stay must be paid no later than 30 days before the day of arrival (except for Early Booking offers or any special offers: the balance of the stay is due at time of reservation). Any other special offer may be subject to special conditions sale which will be clearly notified at the time of booking.
The packaged rates (Breakfast, half-board, other services) are composed of inseparable elements from each other and non-refundable in the event of non-use, meals not consumed will not be deducted or refunded.
The invoice for extras and local expenses will be paid on site and will be guaranteed in advance by credit card.
The payment of the deposit and de facto commits- automatically the customer to acceptance without modification of the terms and conditions of sale and cancellation. Payments can be made by credit card (Visa, Eurocard/Mastercard, American Express) and bank transfer.
A. Flexible rate
Free cancellation up to 30 days before the date of arrival.
If canceled less than 30 days before the arrival date, 100% of the reservation is charged.
Security deposit: 30% of the total amount without extras is due at time of reservation. The balance of the stay is required 30 days before the date of arrival.
B. NANR rate, Early booking, and special offers (non-cancellable and non-refundable rates)
Non-cancellable, non-amendable, non-refundable rate.
Security deposit: 100% of the total amount without extras is due upon booking.
The customer can subscribe within a maximum period of 48 hours after his reservation, the Safebooking cancellation insurance which covers the stay in the event of contraction of Covid19 by following this link: https://www.assurances-sejours.com/index.php
Any modification of stay, shortening or change of room will be subject to the terms and conditions of sale and cancellation conditions. In any case, any modification or cancellation of reservation must be notified to the reservations department by post or email.
The customer is reminded, in accordance with Article L. 121-21-8 12° of the French Consumer Code, that he does not have the right of withdrawal provided for in Article L. 121-21 of the Consumer Code. consumption.
The terms and Conditions of Sale of the reserved rate specify the terms and conditions for canceling and/or amending the reservation.
3. Credit note
In the context of the use of credit notes linked to the postponement of stays following the restrictive measures of March 2020, the classic cancellation conditions linked to the initial offer apply. After cancellation, if however, sums were to be reimbursed, this reimbursement can only be made at the end of the legal period provided for in the framework of the order (October 2021).
4. Specific cancellation situations
Free of charge cancellation is possible until D-1 only in the event of following situations (does not apply to reservations benefiting from a credit note, the credit note being subject to the application of the order of March 24, 2020 by law no. 2020-290 of March 23, 2020) decided by the French Government for health and sanitary reasons:
– Closure of the borders of the customer’s country of origin or closure of the borders of France
– Closure of the station
– Strict traffic ban (general lockdown of the populations)
The individual illness of the customer before his departure is not considered in the context of special situations.
The public rates of the hotel can be viewed at any time on the hotel’s website. Our prices are inclusive of VAT, excluding tourist tax which will be paid on site.
6. Conditions of the stay
Reserved rooms are available from 4 p.m. on the day of arrival until 12 p.m. on the day of departure.
Travel insurance: as the hotel cannot be held responsible for events of any kind that may lead to the cancellation or modification of stays, we strongly advise that you subscribe a travel insurance. The hotel also undertakes to provide you with any document proving your financial commitment to the initial stay for any useful purpose.
General conditions of sale for Carte Blanche chalets
These Terms and Booking Conditions, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Carte Blanche Collection, 300 routes des Fabriques, 73250 Saint Pierre d’Albigny, France (“Carte Blanche Collection”, “we” or “us”).
Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “the client”, “guest”, “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:
- he/she has read these terms and conditions and has the authority to and does agree to be bound by them;
We offer accommodation and other services such that are available to be purchased separately in resort. We will treat each element as a separate booking. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992.
1. BOOKING A HOLIDAY
A holiday booking is made when you:
- complete and sign our Booking Form – be that in ink or electronically – and return it or
- when you accept to enter into contract with us through our online platform;
In either case, once we receive cleared funds for the full value of your deposit as stated on your booking information.
On receipt of this we will forward a booking confirmation to you or you will have access to a booking summary if you are using our online platform. The deposit payment is non-refundable.
On receipt of your booking confirmation please check it carefully and report any incorrect or incomplete information to us immediately. Please ensure that all names detailed are exactly as stated in the relevant passport.
All correspondence to Carte Blanche Collection is to be addressed to our company: Carte Blanche Collection, 300 routes des Fabriques, 73250 Saint Pierre d’Albigny
2. ACCURACY OF DESCRIPTION
We endeavor to ensure that all of the information and prices displayed on our website are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
We strive to ensure accuracy of descriptions shown however we are not always able to control all the components of the holiday arrangements and it is possible that an advertised facility may be withdrawn or changed.
The price of your holiday will be confirmed on booking. On it would be indicated the formula you have chosen: Bed & Breakfast (bed and breakfast) or Catered (half board).
When you have booked and paid your deposit (or the full amount if you book within eight weeks before arrival), the price of your booking as shown on your confirmation invoice is guaranteed unless you elect to change the confirmed booking, and also in situations as defined in ‘Surcharges’.
In rare circumstances, we reserve the right to levy a surcharge after the confirmation of your booking in accordance with industry standard guidelines. However, we guarantee that no such surcharge would be applied within 30 days of your Departure Date. A surcharge would only occur as a result of cost changes arising from government action such as changes in VAT or any other government imposed changes.
5. TOURIST TAX
Tourist Taxes will be payable by the client within resort at the end of their stay. The tax is mandated by the local resort and is typically based on the number of adults, children, the rating of the property and the governing resort.
6. PAYMENT TERMS
All booking agreements are made in EUR. A 25% deposit is due at the time of booking to confirm a reservation. The balance is due eight weeks prior to arrival. Booking Costs / Accommodation balances are payable by Bank Transfer, Debit or Credit Card. Remittance details for Bank Transfers are available on request. Expenses / Additional Services balances are payable in EUR by Cash or Card.
There are no processing charges for customers based / using cards registered in the UK or EU, however, we reserve the right to levy a surcharge for card payments made from cards registered in other international
destinations. In this case, we promise that the surcharge will be no more than the actual increased cost of
processing the payment method as is charged to us by our bank or merchant. Whilst we reserve the right to vary this amount accordingly, this is typically 1.5%. For all payments by bank transfer, only the credited amount will be credited to your account, all bank fees will be supported by the client.
7. SECURITY DEPOSIT
A security deposit is required upon check-in which shall not be less than the amount shown below (and may
be up to 20% of the accommodation cost) plus any outstanding amount owing for additional resort services (for example lift passes or equipment hire). This amount shall be blocked as a card pre-authorisation, no funds will be taken at this time.
Blocked funds will be released within 48 hours of check-out less any outstanding amounts owed – this period may be extended in the event of any damage which requires further investigation or repair.
• 4 000 EUR for properties with 4 or less bedrooms
• 10 000 EUR for Exclusive use of chalet
• 10 000 EUR for Corporate Groups
8. CHALET CAPACITY
The chalet capacity can’t be exceeded. The precised capacity is indicated on your reservation.
9. ADDITIONAL BEDS
Additional beds are subject to the suitability of the request being approved by the operator – limits and room restrictions shall apply on a chalet-by-chalet basis for safety reasons. Where an additional bed is possible it
shall be charged at a fixed rate of 90 EUR per night and with breakfast for adult, 50 EUR for children (3 -12 years old) and free of charge for baby (0- 2 years old).
10. ADDITIONAL DAY GUESTS
Additional guest charges will apply when a guest who is not staying in the chalet is invited for any food or beverage service. The following charges shall apply regardless of the actual duration or consumption.
Adults Children (<16yrs)
Breakfast 21 EUR per adult 15 EUR per child
Afternoon Tea 15 EUR per adult 10 EUR per child
Dinner (inc. Canapes & Drinks) 80 EUR per person 45 EUR per child
11. LINEN, TOWEL, ROOM AND CHALET CHANGES
As a standard, to reduce our impact on our precious planet and save our winters, linen is changed weekly in all our properties. Towels are changed once weekly also.
When additional linen, towels or room changes are requested the following rate shall apply :
Linen Only 60 EUR per room
Towel Change Only 30 EUR per room Bathroom Product Replenishment 15 EUR per room (Soap, Body Wash, Body Lotion, Shampoo, Conditioner)
12. AMENDMENTS BY YOU
For any changes to your reservation, please contact the reservation service.
In case of postponement of stay and subject to availability, in case the chosen period corresponds to a higher rate period, the supplement equivalent to the rate difference will be due. In the case of a downward rate difference, it couldn’t be refunded.
With the current uncertain climate due to Covid-19, we introduced more flexibility in our booking conditions. Cancellation is free of charge until 56 days prior to arrival. In case of a cancellation before this date, we will refund any amount received (deposit and/or balance).
Between 56 and 0 days prior to arrival, if travel becomes impossible for a client due to Covid-19 upon governmental decision, we will agree on a postponement of stay. This voucher will so be valid for a future stay when travel conditions are suitable to the client.
Carte Blanche Collection valid cancellation or postponement reasons :
- Lockdown of the customer’s region of origin or destination ;
- Quarantine on arrival in France imposed by the French government ;
- Closure of the border between the client’s country of origin and France ;
- Closure of the ski area of Tignes – Val d’Isère.
Postponement or cancellation of the stay is possible only in the mentioned cases, emanating from a public authority, directly related to the COVID-19 epidemic and not allowing to stay under normal conditions during the booked period.
In the event that the client requests the partial or total cancellation of his stay, a cancellation fee equivalent to 20% of the total amount of the stay will be applied.
These costs are net and non-commissionable.
They are related to staff costs in anticipation of the rental.
To cover the following reasons, we strongly recommend to our guests to subscribe a personal insurance, such as it might be the case with some credit card contract providing travel insurance.
- One of the guests is tested positive for COVID-19 (proof to be provided) ;
- One of the guests has been declared in contact of people with confirmed coronavirus within 14 days prior to departure (proof to be provided) ;
- One of the guests is maintained in quarantine due to a positive PCR test ;
- To cover some of the Covid medical expenses.
We reserve the right to advise you of a change to your holiday after you make a reservation, in particular in a case of Force Majeur.
Please note that Carte Blanche Collection cannot pay expenses, costs or losses incurred by you as a result of any change or cancellation and shall not be liable for any refund should Carte Blanche Collection be forced to cancel or change your holiday due to circumstances amounting to Force Majeure.
If you fail to pay the balance of the booking price or other sums owing before the due dates, we reserve the right to cancel your reservation with no refund to you.
14. YOUR RESPONSIBILITIES
As part of this contract you hereby agree to guarantee payment for any chargeable services requested by any member of your group before, during or after your holiday.
If you or any member of your party has any allergies, medical conditions or disabilities which may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.
All children under the age of 18 years old are the responsibility of their parents or authorized adult. Children
(all people under the age of 18) are not permitted to be in the property alone without the supervision of an adult. None of our regular team is trained or qualified in child care. Should you require a nanny we can arrange this through our Concierge service. Childcare service will only be booked with professional qualified third-parties or individuals. The parents / guardians must satisfy themselves of the suitability of the services offered and fully indemnify Carte Blanche Collection from any responsibility for the provision of such child care services.
All guests are responsible for securing / locking property doors on exit. If this requires any special actions,
guests will be notified of this procedure on arrival at the property. Any guest not following this procedure will be liable for any uninsured losses arising from this negligence.
Please note that in catered chalets the kitchens are classified as a technical area and for your own safety and pleasure please do not take food from the fridges or use the equipment without permission from your private chef.
In the interest of your safety, guests are not permitted to tend the fires or woodburners in the properties – these will be maintained by a trained member of staff.
Ski, snowboard or mountaineering boots must not be worn in the chalet at any time other than in a designated boot room. In addition, guests are advised to be considerate of damage that could be caused by their footwear, for instance, the client shall be liable for any damage to flooring caused by footwear such as high heel stilettos.
For self-drive guests, please check when booking regarding the parking available at the property. For self-drive guests, it is their own responsibility to ensure their vehicle is suitably equipped for travel including but not limited to suitable tyres, snow-chains and other European safety equipment. Carte Blanche Collection accepts no responsibility for self-drive
journeys, nor any liability in the event that your vehicle becomes immobile due to inadequate equipment. We will not assume any damages causes to your vehicule incase of your self-parking.
All guests staying with us are expected to conduct themselves in an orderly and acceptable manner. If in our opinion or in the opinion of any chalet manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any third party or damage to property we reserve the right to terminate your booking arrangements with us immediately.
In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation will be made and we will not pay any expenses or costs incurred as a result of termination.
You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the chalet manager or other supplier prior to departure from the chalet. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.
Carte Blanche Collection reserves the right to charge the card details which you provided on check in / deduct from any security deposit held in accordance with its rights under this clause.
16. SERVICE TIMES
In order for our staff to complete their duties professionally and to good standards in a reasonable amount
of time in-line with their employment, service time limitations apply. Whilst we will always endeavour to be as flexible as possible to meet the needs of our guests during a stay, in some instances we may need to restrict services that fall outside of these ‘regular’ service hours:
- Breakfast (seating time): 8:00 to 9:30 (with service concluding at 10:00)
- Afternoon Tea cake provided (not served): 16:00
- Children’s Supper (seating time): 19:00 to 19:30
- Dinner (seating time): 19:30 to 20:30
Housekeeping of rooms typically takes place between 9:30 and 16:00 each day. The housekeeping team will work on a daily basis and it is not possible to set a specific time that housekeeping will take place for a given room in a given chalet. As such, if on arrival of the housekeeping team they are unable to service a room as it is occupied and cannot be vacated, then we may not be able to service your room on that day.
Guests staying in chalets and villas with swimming pools, hot tubs or other spa facilities, use them at their own risk and Carte Blanche Collection can accept no responsibility for accidents/ injuries whilst using these facilities. In the interest of hygiene all guests are asked to shower before using these facilities. Guests are advised not to use these facilities if you:
• Suffer from heart disease or circulatory problems.
• Suffer from an infectious skin disease, sores or wounds.
• Are pregnant (or seek medical advice before using the facilities).
• Are taking anticoagulants, antihistamines, vasodilators, vasoconstrictors, stimulants, hypnotics, narcotics or tranquilisers or any other medications.
Children must be supervised whilst using chalet facilities including, but not limited to, swimming pools, Jacuzzis, steam rooms, saunas and gyms. Carte Blanche Collection do not provide lifeguards and no members of the chalet team are trained nor qualified to act as such.
The consumption of beverages in or around spa facilities must only be from a plastic vessel to avoid the risk of injury. The use of glass containers of any kind is prohibited. In addition, it is advised that the intake of alcoholic beverages whilst using spa equipment should be limited in line to government consumption recommendations.
Carte Blanche Collection accepts no liability for accidents/injuries while operating these facilities.
18. WHERE WE ACT AS AN AGENT – ALL SERVICES BOOKED THROUGH OUR CONCIERGE
This section applies to bookings we make for you. This may include but is not limited to:
It is your responsibility to make your group’s travel arrangements to an airport from where Carte Blanche Collection can arrange a resort transfer for you. Please inform Carte Blanche Collection of your own flight arrangements at least four weeks prior to departure, requesting any transfers.
- Equipment Hire
- Lift Passes
- Massage & Beauty Treatments
- Restaurant Bookings
- any other reservations or purchases made on your request
For all such arrangements, your contract will be with the supplier of the arrangements in question (the ‘Supplier(s)’). We will arrange for you to enter into a contract with the Supplier(s) of the arrangements. Your booking with us is subject to these terms and conditions and the specific booking conditions of the relevant
supplier(s) you contract with and you are advised to read both carefully prior to booking. The supplier’s terms and conditions may limit and/or exclude the supplier’s liability to you. Copies of applicable conditions are available on request from the supplier.
As a concierge service, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions.
We have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.
We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
- the act(s) and/or omission(s) of the person(s) affected;
- the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable;
- unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
- an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves strictly in accordance with the complaint’s procedure set out in these conditions.
Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide
ourselves and our insurers with all assistance we may reasonably require.
Please note we cannot accept any liability for:
- Any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
- Any business losses.
We will not accept responsibility for services which do not form part of our agreement or where they are not advertised on our website. For example any excursion you book whilst away, or any service or facility which any supplier agrees to provide for you.
In cases of compensation or damage arising from non-performance or improper performance of the services involved in any of the company’s contracts, compensation for personal, including psychiatric injury and non-personal injury is limited by all relevant international conventions including but not limited to the Geneva Convention, the Montreal Convention and the Athens Convention.
No employee, representative, agent or officer of Carte Blanche Collection shall be authorised to commit Carte Blanche Collection to any admission of liability whatsoever and Carte Blanche Collection shall not be bound by any such admission unless it is explicitly stated in writing and executed on behalf of Carte Blanche Collection.
Carte Blanche Collection cannot accept responsibility for guests missing flights for any reason or mislaying or destroying travel documents, and no credit or refund will be given if you fail to take up a component of your holiday as a result. Carte Blanche Collection is not responsible for any flight delays but wherever possible in such circumstances will contact the supplier of the transfers in an effort to ensure that any previously booked resort transfers are provided.
20. FORCE MAJEURE
Except where otherwise expressly stated in these booking conditions, we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, pandemic, adverse weather conditions and all similar events outside of our own or the relevant supplier(s) control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
For any claim relating to a reservation made in the property of his choice and to the non-performance or improper performance of the contract, the Customer must send a letter to Carte Blanche Collection.
In case of occurrence of a technical problem and/or overbooking, preventing the Establishment from making the reservation made by the Client, Carte Blanche Collection undertakes to inform the Customer as soon as possible and to refund him immediately at the price of the reservation. The Client may not claim any additional compensation, penalty or compensation from Carte Blanche Collection.
The Customer is informed of the possibility to apply, in the event of a dispute relating to these General Conditions, to a conventional mediation procedure or to any other alternative method of dispute resolution, under the conditions provided for in Title I of Book VI of the Consumer Code.
After having referred the matter to Carte Blanche Collection in an attempt to resolve the dispute amicably, and in the event of a negative response or no response within sixty (60) days of the referral, The Client may refer the matter to the Tourism and Travel Ombudsman – BP 80303 – 75823 Paris Cedex 17 Hospitality.
22. PASSPORTS, VISAS AND ESSENTIAL TRAVEL ADVICE
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your holiday. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.
Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with your Embassy for the arrangement with France.
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities.
You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
Headings within these booking conditions are for reference purposes only.
Please note that check in time for all chalets is 5pm and check out is 10am. This allows for the chalet to be fully prepared for your arrival. Early check-in is subject to availability.
These booking conditions and any matters arising from them are exclusive governed in all respects by French Law. We both agree that any dispute, claim or other matter which arises between us out of or in connections with your contract or booking will be subject to the exclusive jurisdiction of the Court of Chambery, Savoie, France.
General conditions of sale for the Carlina Belle Plagne hotels, residences and chalets
These Terms and Booking Conditions, together with any other written information are brought to your attention before confirming your booking and therefore form the basis of your contract with Hotel Carlina****, Belle Plagne 73210, La Plagne Tarentaise.
These general conditions of sale form the basis of your contract with L’Hôtel Carlina ****, whose head office is located: 300 routes des Fabriques, 73250 Saint Pierre d’Albigny, France and registered in the trade register of Chambéry under the number 890 098 619 referred as “L’Hôtel Carlina ****” or “us”.
In these conditions, the terms “customer”, “client”, “guest” and “you” meaning the first person named in the reservation and all the persons associated with the reservation. Please read this document carefully as they set out the respective rights and obligations.
By making a reservation, you agree on behalf of all persons participating in the reservation that you have:
- Read these general conditions and have the authority to be bound and agree to be bound by them
Other accommodation and services can be purchased separately in resort, which each item will treated as a separate reservation. This means that any multiple booking does not constitute a package as defined in the 1992 Package Travel, Package Holidays and Tours Regulations.
1. BOOKING A HOLIDAY
A holiday booking is made when you:
- Complete and sign our Booking Form – be via email, letter or electronically – and return it to the reservation agent.
- You accept to enter into contract with us via our online platform
Upon receipt of payment, a booking confirmation will be sent to you, please check it carefully and report any incorrect or incomplete information to us immediately. If you have reserved online, you will have access to a booking summary via our online platform.
All correspondence with the Hôtel Carlina **** should be addressed to our company: Hôtel Carlina ****, Belle Plagne, 73210 La Plagne Tarentaise. Email: [email protected] Tel: 04 79 09 78 46
2. ACCURACY OF DESCRIPTION
Our accommodation is bound by a guarantee of conformity of services, under the conditions set out in Articles L. 111-2 of the Consumer Code. This is without prejudice to any additional contractual guarantee which could be agreed between parties and outside of these general conditions, following a written contract duly signed by the parties provided for this purpose.
We endeavour to ensure all photographs, graphic representations and texts reproduced to illustrate The hotel Carlina **** gives the clearest overview possible of the accommodation, catering and other additional services offered. However, the photographs are not contractual, due to different rooms having different dimensions and variations may occur, in particular due to the change of furniture, new
decoration or renovations. The Customer is not entitled to any claim any damages due to this fact, since these variations do not relate to the essential characteristics of the service.
The price of your accommodation will be confirmed at the time of the reservation, along with the formula you have selected: Room and breakfast (B&B), Room, breakfast and dinner (Half-board), Rental only or rental with Breakfast for apartments and chalets
The price of your reservation as it appears on your confirmation invoice is guaranteed.
Our prices are fixed once the reservation is confirmed. A surcharge would only be applied in the event of a change in costs resulting from government action, such as a change in VAT or any other change imposed by the government.
5. TOURIST TAX
Tourist taxes will be payable by the customer at the end of the stay. 2021-2022 season price € 2.48 per day and per person.
6. PAYMENT TERMS
All reservation contracts are drawn up in Euros and the deposit and the balance are payable by bank transfer or by credit card.
There are no bank charges for customers based / using cards registered in UK or EU. We reserve the right to charge an additional charge for card payments made from other countries. In this case, we undertake that the surcharge will not exceed the cost billed to us by our bank. As an indication, it is generally 1.5%.
For any payment by bank transfer, the customer is responsible for all bank charges arising from the transfer.
7. SECURITY DEPOSIT
A security deposit is required upon arrival. The deposit amount will be blocked via a card pre- authorization, no funds will be withdrawn at this time. Blocked funds will be released within 48 hours of departure, less any amount owed – this period may be extended in the event of damage requiring further investigation or repair.
* EUR 1,000 for properties with 4 bedrooms and more (apartments and chalets)
8. ACCOMMODATION CAPACITY
For security reasons, the capacity of the accommodation as indicated at the time of the reservation cannot be exceeded.
9. ADDITIONAL BEDS
Additional beds are subject to our approval and not all rooms can accommodate additional beds for security reasons. When an additional bed is possible, it is charged at an additional 120 EUR per night (on a breakfast basis).
Cots up to 3 years old are free of charge.
10. LINEN, TOWEL, ROOM AND ACCOMMODATION CHANGES
In case of request for additional linen, change of towel or room, the following rate applies. As a general rule, in order to preserve our precious planet as much as possible and protect our mountains, linen is changed once during a 7 night stay . Towels are only changed if they are placed in the bath or shower.
Additional change Linen -> 60 EUR per room Additional change of towels -> EUR 30 per room
Restocking of bathroom products -> 15 EUR per room (Soap, shower gel, body lotion, shampoo, conditioner)
Room change -> 135 EUR per room
If you wish to make any changes to your booking, we will do our best to accommodate your request. Subject to availability, any change of date during the same season more than 21 days before arrival will be accepted by Hotel Carlina ****. If the period chosen is set at a higher rate, a supplement may be required. No refund will be made in the event of a change of period at a lower rate.
However, a change of dates for a later season or within 21 days of arrival will be considered a total cancellation.
12. CANCELLATION AND REFUND POLICY
Depending on the type of reservation and under the conditions you have reserved, the following conditions will apply:
Flexible rates (rack rate): In order to confirm definitively your booking, we ask for the payment of 30% of the total amount of your stay (minimum 1 night) as a deposit. The remaining 70% must be paid 21 days before your arrival.
Your booking can be cancelled free of charge up to 21 days before your arrival.
Promotional & semi flexibles rates: In order to definitively confirm your reservation, the total payment of your stay (100%) will be requested, the booking is non-refundable but modifiable on the same season and regarding availability, up to 21 days before your arrival.
Please note: Hotel Carlina**** reserves the right to cancel any bookings without any refund if the balance of the booking is not settled before the due dates.
Special COVID Policy
Regardless of the rate booked, all your bookings are modifiable or refundable until the day before your arrival for the following reasons (decision of the French government or of the guest’s government, preventing them from coming):
- Containment of the guest’s region of origin or destination.
- Quarantine on arrival in France, imposed by the French government.
- Borders closure between the guest’s country of origin and France.
- Closure of the La Plagne ski area.
The customer will have the choice between a full refund and a credit of 100% of the total amount. This credit will be used for a future stay when the travel conditions are more favourable.
When making reservations through the hotel’s web platform, customers are reminded in accordance with article L.121-20-4 of the Consumer Code that they do not have the right of withdrawal as provided for in Article L.121-20 of the Consumer Code, as long as the services are provided on a date or at a determined frequency.
Please note that when you wish to cancel services booked with a third party on your behalf, that third party’s terms will apply, which may affect any available refunds.
The Hotel Carlina **** may have to modify a stay for exceptional reasons. This gives you the right to cancel your stay if you wish and you will be reimbursed.
Please note that Hotel Carlina **** will not pay the expenses, costs or losses associated with any change or cancellation. In addition, the Hotel Carlina **** will not be liable for any reimbursement following a cancellation due to a case of force majeure.
We recommend that all customers take out comprehensive insurance.
For more peace of mind, you have the option of taking out cancellation insurance (covering the case where you contract COVID before or during your stay) (be careful within 48 hours of booking) with Safebooking insurance: https://www.assurances-sejours.com/index.php
We invite you to click on the link above and enter your dates of stay and price of stay.
13. YOUR RESPONSIBILITIES
This binding contract guarantees payment by yourself or a member of your group for any paid service requested before, during or after your reservation.
All children under 18 are the responsibility of their parents or an authorised adult.
No member of the hotel Carlina**** team is trained or qualified in childcare. If you require a nanny or babysitter, we can make arrangements for this via our concierge. The childcare service will only be reserved via third parties or qualified professionals.
All guests are responsible for securing / locking the doors of their accommodation and Hotel Carlina
**** will not be liable for any uninsured loss resulting from negligence.
In the interest of your safety, guests are not permitted to light any fires or wood stoves in or on the properties, any fires with be monitored by a trained member of staff.
Ski, snowboard or mountaineering boots must not be worn in the accommodation, except in the designated room provided. In addition, customers are advised to pay careful attention to any damage that might be caused by their shoes. For example, the customer will be responsible for any damage to the floor caused by shoes such as high heel stiletto heels.
Covered parking is available at the hotel, please state your request at the moment of reservation. Hotel Carlina**** accepts no responsibility for your vehicle and it is parked at your own risk. For self-drive guests, it is their own responsibility to ensure their vehicle is suitably equipped for travel including but not limited to suitable tires, snow-chains and other European safety equipment. Hotel Carlina**** accepts no responsibility for self-drive journeys, nor any liability in the event that your vehicle becomes immobile due to inadequate equipment.
Hotel Carlina**** is not specialised in providing accommodation for people with reduced mobility, however we will do our best to meet specific needs. If you or any member of your party have any allergies, medical conditions, or disabilities, please provide us with full details before we confirm your booking so that we can inform you of the arrangements provided. If we are unable to adequately meet the needs of the relevant person (s), we will not confirm your booking or, if you have not provided us with full details at the time of booking, we will cancel the reservation and charge you the applicable cancellation fee.
All customers who stay in one of the accommodations provided by hotel Carlina ****are expected to behave in a cordial and acceptable manner. If, in the opinion the management, your behaviour or that of a member of your party causes or is likely to cause danger or inconvenience to a third party, we reserve the right to immediately terminate your booking agreements with us.
In the event of such termination, our liability to you and / or your group will cease and you and / or your group will be required to vacate your accommodation immediately. We will no longer have any obligation to you and / or your group. Furthermore, no refund will be provided for the loss of accommodation and no expenses or charges resulting from the termination will be offered by hotel Carlina****.
You and / or your party may also be required to pay for the loss and / or damage caused by your actions and we will hold you and each member of your party jointly liable for any damage or loss caused by you or any member of your party. Full payment for such damage or loss must be made directly to Hotel Carlina **** or to any other supplier before departure from the accommodation. If you fail to make payment, you will be responsible for any claims (including legal costs) subsequently made against us as a result of your actions as well as any costs we incur in pursuing any claims against you.
In accordance under this clause Hotel Carlina **** reserves the right to debit the credit card you provided at the moment of check-in and deduct any monies due resulting in damage or loss.
Please note that smoking is strictly prohibited inside the properties of Hotel Carlina **** You will be informed of the designated smoking area upon arrival. Ashtrays are provided and should be used. We reserve the right to levy an additional cleaning fee for cigarette / cigar / ash butts that have not been disposed of properly.
15. OUR STAFF
The staff who work in our properties have been carefully selected to ensure that the property is fully operational and the best possible service is provided.
The staff have specific defined missions and therefore may not be available to undertake the tasks you may request from them. For example, staff should not be asked to monitor personal objects or property in any way. If such a request is made to a staff member Hotel Carlina **** accepts no liability for any loss or damage that may be caused to such items.
It is also essential that our staff are treated with politeness, respect and courtesy at all times. We will take any reports of discrimination or sexist behaviour very seriously, and we reserve all rights set out in the “Behaviour” section.
16. SERVICE TIMES
In order for our staff to perform their duties in a professional manner and to deliver excellent service, length of service limitations apply. We will always strive to be as flexible as possible to meet the needs of our guests during their stay, but in some cases we may need to restrict services that fall outside of these operating hours:
* Breakfast: 7:30 a.m. to 10 a.m. (the service ends at 10 a.m.)
* Dinner 7:00 p.m. to 9:00 p.m.
Room cleaning usually takes place between 9:30 am and 4:00 pm each day. The housekeeping team works on a daily basis and it is not possible to set a specific time at which housekeeping will take place for a given room in a given accommodation. If upon arrival the housekeeping team cannot access a room because it is occupied, we may not be able to clean your room on that day.
Finally, to avoid any inconvenience, we remind you that pets must not be in the room so that room service can perform its daily service.
Customers staying in one of our accommodations use any wellness equipment at their own risk (sauna, hammam, jacuzzi, Swedish baths, swimming pool, fitness equipment, etc.).
The Hotel Carlina **** accepts no liability for accidents / injuries while using these facilities. In the interests of hygiene, all guests are requested to take a shower before using these facilities.
You are advised not to use these facilities if you:
* Suffer from heart disease or circulatory problems.
* Suffer from infectious skin disease, wounds or injuries.
* Are pregnant.
* Take anticoagulants, antihistamines, vasodilators, vasoconstrictors, stimulants, hypnotics, narcotics or tranquilizers or any other medication.
Children should be supervised when using the facilities of the hotel Carlina ****, including swimming pools, jacuzzi, steam rooms, saunas and fitness equipment. The Hotel Carlina **** does not provide lifeguards and no member of the team is trained or qualified to act as such.
Consuming drinks in or around thermal baths should only be done from a plastic container to avoid any risk of injury. The use of glass containers of any kind is prohibited. In addition, it is strictly forbidden to consume alcoholic beverages while using spa equipment, in accordance with government drinking recommendations.
18. DRIVING SERVICE
During the winter season, our properties propose a chauffeur service for Bellecôte and Belle Plagne resorts only. We operate a high quality van which has been selected for your comfort and safety and our vehicle has 8 passenger seats. All passengers must wear seat belts when in the vehicle and the maximum number of passengers cannot exceed 8 people. For example, it is not possible for children to travel sitting on the lap of adults.
Children must use the appropriate seats, in accordance with French law. All children aged 12 and under, or children under 1.35 m may be required to use a booster seat or a child seat. Interpretation of this requirement is the responsibility of our driving team and we ask parents to support it.
Please note that children can only be transported in our vehicles if they are accompanied by an adult. Therefore, our drivers cannot pick up children from lessons without the presence of an adult.
In the interest of your safety, drivers can only drop off and pick up in designated areas. Please note that our ski resorts are very busy villages, with many traffic regulations designed to ensure the safety of road users and pedestrians. To meet these regulations, it may sometimes be necessary for customers to walk a short distance to meet the driver at a suitable location.
Please note that drivers can only wait at a specific location for a maximum of 10 minutes. In the event that a customer is late for a scheduled pickup, we request that the driver be contacted – please note that in extreme circumstances this may require the driver to return at a later time in order to fulfil other scheduled commitments
Although drivers are available “by appointment”, we require at least 30 minutes’ notice for your transportation needs in order to allow the driver sufficient time to meet you on site. Please note, we cannot offer an “on demand / driver” service where a driver is specifically with your group / at your property throughout the day.
The chauffeur service operates according to the law. We reserve the right to refuse transportation to a location if we consider this to be against the law or outside the normal and fair use of this service.
Outside the opening hours of the driving service, any provision of this service will be at the discretion of the management.
19. RESERVATIONS VIS OUR RECEPTION AND CONCIERGE SERVICE
Reservations made via our team of receptionists or concierge, may include, but are not limited to:
* Equipment rental
* Ski lift passes
* Ski or snowboard lessons
* Massages and beauty treatments (depending on the season)
* Any other reservation or purchase made at your request
For all these services, your contract will be concluded directly with the supplier in question. Your reservation will be subject to the sales conditions of the supplier concerned.
Our responsibilities are limited to making the reservation in accordance with your instructions. We accept no responsibility for any information regarding arrangements that we send to you in good faith.
In many cases, we will ask you to prepay for the services we book on your behalf or authorize payment of an appropriate amount (usually by credit card). In any case, all services must be paid for before the end of your stay. For all services organised by the reception teal or concierge, a fee of 4% will be charged on the final bill and we reserve the right to deduct any unpaid amounts from your security deposit.
Hotel Carlina **** can assist you with your transfers by putting you in contact with a local provider.
Hotel Carlina**** cannot accept responsibility for guests missing flights for any reason or mislaying or destroying travel documents, and no credit or refund will be given if you fail to take up a component of your holiday as a result. Hotel Carlina**** is not responsible for any flight delays but wherever possible in such circumstances will contact the supplier of the transfers in an effort to ensure that any previously booked resort transfers are provided.
21. FORCE MAJEURE
Unless expressly stated otherwise in these booking conditions, we will not be liable or pay you any compensation if our contractual obligations to you are affected by an event that we or the service provider (s) (s) in question could not have been foreseen or avoided, even with all due diligence,. These events may include, but are not limited to, war, threat of war, civil conflict, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other authority. Equally national or local, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, pandemic, adverse weather conditions and all similar events beyond our control or that of the supplier
(s) concerned. Advice from the Ministry of Foreign Affairs to avoid or leave a particular country may constitute a case of force majeure.
For any complaint relating to a reservation made in the accommodation of choice and the non- performance or improper performance of the contract, the customer must send a letter to Hotel Carlina
In the event of a technical problem and / or overbooking, preventing the Establishment from proceeding with the reservation made by the customer, Hotel Carlina **** intends to inform the customer as soon as possible and to reimburse them immediately at the price of the reservation. The Customer cannot claim any compensation, penalty or additional compensation from Hotel Carlina **** in this event.
The Customer is informed of the possibility of having appeal, in the event of a dispute relating to these General Conditions, to a conventional mediation procedure or to any other alternative method of dispute settlement, under the conditions provided for in Title I of Book VI of the Code of the consumption.
After contacting the Hôtel Carlina **** to try to resolve the dispute amicably, and in the event of a negative response or no response within sixty (60) days of the referral, the Customer can contact the Tourism and Travel Mediator – BP 80303 – 75823 Paris Cedex 17 Hospitality.
Headings within these booking conditions are for reference purposes only.
Please note that the check-in time for all accommodations is 5 p.m. and check-out time is 10 a.m. Early access will only be permitted if your assigned accommodation is available. Depending on availability, you may have the option of requesting an early check in, at the rate of 160€ or a late check out at the rate of 160 € per accommodation.
These booking conditions and all questions arising from them are exclusively governed in all respects by French law. We both agree that any dispute, claim or other matter that arises between us as a result of or in connection with your contract or reservation will be subject to the exclusive jurisdiction of the Court of Chambéry, Savoie, France
24. SPECIAL COVID POLICY
Your well-being and your safety is our priority. Our establishments comply with the health protocol recommended by the government by adapting to each new measure and therefore we limit contact between clients as much as possible.
Our commitment to care and cleanliness is focused on the safety and well-being of our customers and employees which is built on our existing rigorous safety and cleanliness protocols.
In accordance with the advice of medical experts aimed at reducing the spread of COVID-19, the Hotel Carlina **** Belle Plagne and its clients are required to wear a mask or a face cover in public spaces both indoors and in outdoor areas of the hotel’s accommodation.
Public spaces may include halls, meeting and event spaces, restaurants, bars and the hotel’s wellness area. Certain customers may be exempt from this obligation, including, but not limited to, customers with health conditions, customers consuming food and beverages in restaurants, customers sitting outside and following the social distancing, and children under eleven (11) years old.
We are convinced that it is possible to travel in a safe and responsible manner while remaining vigilant and following the procedures and protocols put in place according to the guidelines and information and advice shared by the World Health Organization (WHO), the European Center for Disease Prevention and Control (ECDC) and other experts and specialist organizations, as well as local and government guidelines and requirements.