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Terms and Conditions

These general terms and conditions of sale govern the hotel accommodation and related services provided by the company SAS RIVER, a simplified joint-stock company with a share capital of €37,500, owner and operator of the Hôtel des Célestins, registered with the Lyon Trade and Companies Register under number 421 530 056, whose registered office is located at 4 rue des Archers, 69002 Lyon, France.

SIRET number: 421 530 056 00017

 APE code: 5510Z – Hotels and similar accommodation

 Intra-community VAT number: FR 16 421 530 056

 Telephone: +33 (0)4 72 56 08 98

 Email address: info@hotelcelestins.com

SIRET number: 421 530 056 00017

 Code APE : 5510Z – Hôtels et hébergement similaire

 VAT number: FR 16 421 530 056

 Phone number: +33 (0)4 72 56 08 98

 E-mail address: info@hotelcelestins.com

1. Purpose and scope of application

  • These General Terms and Conditions of Sale (GTC) apply to all reservations made directly with the Hôtel des Célestins, whether via the official website, by telephone or by email.
  • They govern the contractual relationship between SAS RIVER (hereinafter “the Hotel”) and any customer (hereinafter “the Customer”) wishing to book a stay at the establishment. By booking a stay, we mean the reservation of room(s) and any additional services (hereinafter “the Services”).
  • The applicable T&Cs are those in effect on the date of booking confirmation. They may be modified at any time without notice, but these modifications will not apply to bookings already confirmed.
  • Booking a stay implies the Client's full and unreserved acceptance of these General Terms and Conditions and their provisions.

2. Reservation

  • The Customer can make a reservation in one of the following ways:
    • Online, via the official website of the Hôtel des Célestins;
    • By telephone, at reception;
    • By email, by contacting the establishment directly.
  • These T&Cs do not cover bookings made through a third party or partner platform.
  • The online booking procedure for Services includes the following steps:
    • Step 1: choose the dates of stay and number of people per room;
    • Step 2: Select a room category and associated rate. If applicable, select one or more additional services;
    • Step 3: Enter the contact details and information of the Client and their companions, as well as the estimated time of arrival.
    • Step 4: Select whether or not to purchase cancellation insurance (with specific terms and conditions available on the website). This insurance is not provided by the Hotel. The Hotel cannot be held liable for this insurance service provided by the insurer offered on the booking platform.
    • Step 5: Checking the details of the reservation, its total price and any adjustments to the choice (room, rate, additional service);
    • Step 6: Consultation and acceptance of the general conditions of sale and the conditions of sale of the selected rate, before confirming the reservation
    • Step 7: Enter your bank card details to serve as a guarantee or to prepay for your stay.
    • Step 8: Booking confirmation
  • In the case of a reservation by telephone or email, a prepayment link and/or a secure link for transmitting bank details is sent to the Customer after acceptance of the price offer. If the bank details are not transmitted within the specified timeframe, the reservation will not be validated.
  • The reservation is considered confirmed:
    • For flexible offers: upon receipt and validation of the banking data provided by the Customer as a guarantee at the time of the reservation request;
    • For non-cancellable, non-refundable (NANR) offers: upon receipt of full prepayment of the stay, excluding for the tourist tax to be paid upon arrival.
  • All reservations become firm and definitive upon sending the reservation confirmation sent by the hotel to the email address provided by the customer at the time of booking. The confirmation summarizes all the Services as well as the sales conditions of the selected rate, including the terms and conditions for modification or cancellation relating to this rate.
  • The Hotel reserves the right to refuse any reservation in the event of incomplete, incorrect or suspicious information, as well as in the event of failure to debit the bank card provided.
  •  The Client declares that he is legally capable of entering into a contract, i.e. that he is of legal age and is not subject to a guardianship or curatorship measure.
  • Before making any reservation, the Customer undertakes to provide all requested information accurately. The Customer guarantees the accuracy and veracity of the data transmitted as part of their reservation request.
  • The Customer acknowledges having read the nature, characteristics and booking terms of the services offered by the Hotel. He/she also acknowledges having requested and obtained all the information necessary to make his/her booking in full knowledge of the facts. The Customer is solely responsible for the choice of the services booked and their suitability to his/her needs; the Hotel cannot be held liable in this regard.

3. Pricing conditions

  • The room prices indicated on the Hôtel des Célestins website are expressed in euros (€) and inclusive of all taxes (including VAT), excluding tourist tax which is added.
  • The tourist tax amounts to €1.87 per adult per night, and is payable in addition to the price of rooms and additional services. The amount of this tax is set by local authorities and is subject to change.
  • The applicable rates are those in effect at the time of booking. The Hotel reserves the right to modify its prices at any time, but Services already booked will be invoiced based on the rates in effect at the time the booking is confirmed by the Customer.
  • The prices indicated only include the services strictly mentioned in the reservation. Any additional services provided by the hotel during the stay, as well as the tourist tax, will be added to the price mentioned in the reservation during the final invoice.
  • The prices issued are determined by a fine-grained price management practice. These depend on several parameters such as (non-exhaustive list): the booking date, the date of stay, the time between these two dates, the number of people.
  • For the same room available for booking, the Hotel may offer several rates – via flexible offers or non-cancellable, non-refundable offers, with different sales conditions or included services. In particular, the terms and conditions for modifying or canceling the stay, and the payment terms for the selected rate vary depending on the offers.
  • The customer acknowledges having read and accepted these general conditions of sale and the conditions of sale of the reserved rate accessible on the website at the time of reservation.

4. Payment conditions and bank guarantee

  • Unless specific prepayment conditions are specified at the time of booking, payment of the price of the Services is made at the Hotel. In the event of prepayment, the amounts paid constitute a deposit and cannot be refunded to the Customer.
  • A valid credit card number in the Customer's name is required as a guarantee for all reservations. This same card must be physically presented at the time of check-in/registration at the Hotel along with the corresponding ID. If this card cannot be presented, another credit card and payment method will be requested for guarantee purposes and for the payement of the stay.
  • For flexible offers, a valid credit card is required as a guarantee at the time of booking. Payment is made on site at the time of your stay. If booking by phone or email, a secure link may be sent to allow the customer to provide their banking information. Failure to receive this information within the specified timeframe will result in the booking being canceled.
  • For offers marked as non-cancellable, non-refundable, and non-modifiable (NANR), full prepayment of the stay and selected Services is required upon booking (excluding tourist tax). The reservation will only be confirmed and validated upon receipt of full payment. The credit card used for the prepayment will also be kept on file as a guarantee for the duration of your stay. For reservations made by email or telephone, a secure payment link will be sent. If payment is not received within the specified timeframe, the reservation will be automatically canceled.
  • Thus, unless special conditions are specified at the time of booking with partial or total prepayment at the time of booking or before the stay, such as in particular for NANR offers, no debit is made at the time of booking. The Hotel, however, reserves the right to check the validity of the card and to pre-authorize the amount corresponding to all or part of the stay.
  • Banking information is transmitted and stored in a completely secure manner via our approved payment provider, according to a tokenization protocol: sensitive data is never stored directly by the hotel, but converted into encrypted tokens usable only by authorized payment systems.
  • In the event of non-compliance with the cancellation or modification conditions specified in the reservation (in particular late cancellation, no-show or late modification such as early departure), the Hotel reserves the right to invoice and/or debit the card provided as a guarantee, in accordance with the price conditions accepted at the time of reservation.
  • By providing their bank card details, the customer expressly authorizes the Hotel to carry out these debits without the requirement of a handwritten signature.
  • The payment methods accepted on site are as follows:
    • Cash (within the limits of legally permitted amounts)
    • Debit and credit cards: CB, Visa, Mastercard
  • The credit/debit card used for prepayment and/or given as a guarantee and the bearer's ID may be requested upon arrival.

5. Conditions of cancellation or modification

  • In accordance with Article L 221-28 of the Consumer Code, the customer does not have the right of withdrawal provided for in Article L 221-18 of the Consumer Code, given the nature of the services provided. The contract is therefore definitively concluded upon the reservation being made by the customer in accordance with the terms and conditions specified in these General Conditions of Sale.
  • Cancellation and modification conditions vary depending on the price offers selected and accepted by the Customer at the time of booking.
  • For Flexible Offers:
    • Free cancellation or modification possible until the expiry date indicated when booking.
    • In the event of late cancellation after the due date, whether total or partial, or no-show, the Hotel will charge the full amount of the nights initially planned.
    • Any changes are subject to availability and/or price differences.
  • For non-cancellable, non-refundable offers:
    • No cancellation, modification or refund possible.
    • Any pre-paid amount is definitively acquired by the Hotel.
  • In the event of non-compliance with the cancellation or modification conditions, the Customer accepts that the Hotel may debit the bank card provided as a guarantee, in accordance with the sales conditions and cancellation and modification terms accepted at the time of booking. The Customer may not object to the debiting of the amounts provided for and accepted at the time of booking.

6. Group Reservations

  • The customer may book a limited number of rooms per reservation on the Hotel's Website. For all reservations of 5 (five) rooms or more, the customer must contact the Hotel directly by email or telephone.
  • The Hotel reserves the right to apply group rate conditions and specific cancellation and modification policies, which will then be clearly communicated to the customer at the same time as the rate proposal.
  • Group bookings require the payment of a non-refundable deposit (except in exceptional circumstances) and the amount will be specified at the time of the price proposal.

6. Bis Gift voucher

  • Character of the gift voucher: The gift voucher is nominal (the beneficiary),non-cancellable, non-modifiable and non-refundable.
  • Validity: It is valid until the date mentioned on the confirmation email and the gift certificate. After this date, it will automatically expire and will not give rise to any refund or compensation.
  • Use: The stay booked using the gift voucher is subject to hotel availability and the rate selected for the corresponding room category.
  • Price difference: If the rate in effect on the date of stay is higher than the value of the gift voucher, or if a room in a higher category is desired, the difference will be charged to the beneficiary.
  • Reservation: All reservations must be made directly with the hotel (by telephone or email), specifying the name of the beneficiary.
  • Additional services: Expenses not included in the gift voucher must be paid on site by the recipient.

7. Arrival and departure

  • Rooms are available from 1 p.m. on the day of arrival and must be vacated by 12 p.m. (noon) on the day of departure. Late check-out or early check-in is possible subject to availability and upon prior request to the hotel.
  • In case of late departure, a supplement may be charged.
  • In the event of early departure (before the end of the number of nights planned in the reservation), the Hotel reserves the right to invoice and charge all the nights initially planned in accordance with the cancellation and modification deadlines provided for in the reservation.
  • The hotel reception is open from 6:30 a.m. to 10:00 p.m. It is best to arrive and collect your room keys during this time.
  • The Hotel does not accept arrivals after 10 p.m. for reservations made on the same day of arrival.
  • In case of arrival after 10 p.m., the Client must inform the Hotel so that the receptionists can organize a personalized late arrival/check-in.

8. Accessibility

  • The hotel reception is located on the 1st floor.
  • The hotel is equipped with an elevator serving all rooms and suites up to the 5th floor. 
  • Please note it may not be suitable for all wheelchair models.
  • The Client is invited to contact the Hotel in order to best prepare their welcome and meet specific needs.

9. Internal regulations

  • In accordance with current French regulations, the Customer may be asked to complete a police form upon arrival at the Hotel. For this purpose, identification may be requested from the Customer and other people staying with them. The Hotel reserves the right to cancel the reservation if the Customer does not present identification.
  • Children of all ages are welcome. Cots can be provided free of charge upon request, subject to availability. No extra beds are provided, but some rooms and suites have a single or double sofa bed, as specified during the booking process. The maximum number of people per room cannot be exceeded.
  • Pets (dogs and cats) are allowed with a supplement of €10 per pet per night. Please inform the hotel at the time of booking. Pets must be kept on a leash or in a cage in the common areas of the establishment. Pets may not be left alone in the room when the Guest is absent. The Hotel reserves the right to request an up-to-date health record and the use of a flea collar. In the event of damage or deterioration caused by the animal, the owner of the animal will be directly liable and will be invoiced at least for the actual cost of repair or replacement.
  • The Client undertakes to behave respectfully towards the Hotel staff and other clients, and not to disturb the tranquility, hygiene or safety of the premises.
  • During the stay, the Customer undertakes to use the room rented to him/her in a reasonable manner and in accordance with its intended purpose. The Hotel may ask the Customer to leave the Hotel without any compensation or reimbursement being paid, and to pay for all the Services initially provided, particularly in the event of:
    • behavior contrary to good morals or public order,
    • any damage, deterioration, act of vandalism caused by him or by persons in his charge or accompanying him, during the occupation of the premises, to any movable or immovable property, furnishings, decoration or any other nature present in the Hotel.
  • Any damage found attributable to the Customer and/or the persons accompanying him/her, whether in the room or in the common areas, will give rise to an invoice corresponding to the actual cost of repair or replacement. The Hotel also reserves the right to charge additional costs related to the time spent managing repairs, as well as any operating loss that may be incurred, without prejudice to any damages that may be due, legal costs and legal fees incurred by the Hotel.
  • In case of loss of room keys, a fee of €80 will be charged and/or debited from the card used as a guarantee at the time of booking. An additional €20 will also be charged if the key ring is lost.
  • The entire establishment, including public areas and all rooms, is strictly non-smoking. The use of electronic cigarettes (vaping) is also prohibited. In the event of non-compliance, cleaning fees may be charged to the Customer.
  • The customer agrees to use the IT resources made available by the Hotel, including Wi-Fi access, legally and in accordance with current regulations. It is also the customer's responsibility to comply with the security policy of the Hotel's Internet service provider, including the rules relating to the use of security devices implemented to prevent any illicit use of the network. The customer shall refrain from any behavior likely to harm the proper functioning or effectiveness of these devices.

10. Additional Services and Benefits

  • The Hotel provides the Customer with various additional services and benefits when booking rooms. Some services are offered and included during the stay, while others incur an additional cost that will be charged to the Customer:
  • The main free services are:
    • Wifi throughout the hotel
    • Luggage service
    • Iron and ironing board on request
    • Baby cots available on request, subject to availability.
  • The main additional paid services are:
    • Breakfast served as a buffet
    • Limited number of parking spaces at preferential rates in a secure car park near the hotel
    • “Romance Pack” including a bottle of champagne and sweet treats
    • Washing, Drying and Folding Service
  • The Hotel may, at the request of the Client, book external services such as taxis, restaurants or other services. The Hotel also has a partnership for the privatization of a meeting room. However, the Hotel acts solely as an intermediary and cannot be held responsible in the event of failure, cancellation, delay or any other failure on the part of the external service provider. The Hotel cannot be held liable in any way whatsoever in the event of non-performance or poor performance of the service by the service provider, nor for any resulting consequences for the Client.
  • If the Customer forgets personal belongings in the room or on the premises of the Hotel, the latter will endeavour, as far as possible, to contact the Customer in order to offer to send the found items. The shipment may be made by post, at the Customer's sole expense, after receipt of their written agreement and payment of the processing and shipping costs. The Hotel shall not be held responsible in the event of loss, damage or delay in the delivery of items by postal or delivery services.

11. Parking

  • The Hotel offers a limited number of access cards at a preferential rate (€25/night in 2026) to the Célestins Parking located near the Hotel.
  • The conditions of sale are as follows:
    • The parking reservation is subject to the same modification and cancellation conditions as the stay
    • The access card must be collected from the hotel reception before going to the car park, and an identity document is required as a deposit. If this procedure is not followed, the hotel will not refund the ticket purchased at the car park ticket office.
    • The card must be returned to reception before 12 noon on the day of departure and the Customer must collect their ID at the same time.
    • A €60 replacement fee will be charged to your credit card in the event of non-return.
    • Extending access to the car park after 12 p.m. may be considered upon request and subject to availability, for an additional charge of 5 euros per hour.

12. Liability of the Hotel

  • The Hotel declines all responsibility in the event of loss, theft or damage to personal belongings in the establishment, whether in the rooms or common areas, unless there is proven fault on its part.
  • The photographs presented on the site are not contractually binding. Although every care is taken to illustrate the services offered through photographs, graphic representations and texts that are as faithful as possible to reality, differences may exist, in particular due to changes in furniture or renovation work. These possible variations cannot under any circumstances constitute grounds for complaint.
  • Furthermore, the Hotel cannot be held responsible for the non-execution or poor execution of the reservation in cases of force majeure, due to a third party, external, unforeseeable and irresistible (non-exhaustive list: fire, flood, interruption of public services, pandemic, air or rail strike), due to the Customer, or due to its partners, such as the unavailability of the Internet network, the impossibility of accessing the website, any external intrusion, the presence of computer viruses or in the event of refusal of prepayment by the cardholder's bank.
  • In the event of force majeure, exceptional events or technical problems making it impossible for the Hotel to accommodate the Customer, the Hotel undertakes to make all reasonably necessary efforts to offer, subject to the prior agreement of the Customer, an alternative accommodation solution in an establishment of an equivalent or higher category. In the event of liability attributable to the Hotel, the latter will bear any additional costs and transfer fees.

13. Personal data

  • The Hotel implements the processing of personal data, for which it is responsible, in accordance with current legislation, in particular Law No. 78-17 of 6 January 1978 as amended and Regulation (EU) 2016/679 of 27 April 2016 (GDPR). Personal data collected during the reservation process is processed in accordance with current regulations. For more information on their processing, the Customer is invited to consult our Privacy Policy available on our website.

14. Applicable law and language

  • These General Terms and Conditions of Sale are governed by French law. In the event of a dispute, exclusive jurisdiction is granted to the courts of Lyon, subject to mandatory jurisdiction provided for by law.
  • The French version of the General Terms and Conditions of Sale is authoritative. In the event of a translation into a foreign language, only the French version shall prevail in the event of any dispute, litigation, difficulty in interpreting or executing these conditions.
  • If one of the clauses herein is declared null or inapplicable by a court decision, this nullity will not affect the validity or legal effects of the other stipulations or that of the General Conditions of Sale as a whole.

15. Dispute and Mediation

  • Any complaint regarding the Services provided by the Hotel must be reported by the Client by registered letter with acknowledgment of receipt to:
    • the following postal address: SAS RIVER, 4 rue des Archers 69002 Lyon
    • the email address info@hotelcelestins.com
  • The Hotel will endeavor to handle this complaint as best as possible and reach a resolution of the dispute in accordance with the interests of both parties.
  • In accordance with the provisions of the Consumer Code, after having contacted the Hotel's customer and litigation department, in the absence of a response, an unsatisfactory response or a dispute not resolved amicably, within a period of 60 days, the Customer may contact the Tourism and Travel Mediator, whose contact details are given below: 
    •  Submission by post: MTV – MEDIATION TOURISME VOYAGE, Submission service, CS 30958, 75383 PARIS CEDEX 08 
    • Online submission: Request for referral – mtv 
  • The referral is free for the Client.
  • The Hôtel des Célestins – SAS RIVER establishment is a member of the Tourism Travel Mediation as a member of the professional union “UMIH” duly referenced on the site www.mtv.travel to the “members” tab
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