GENERAL TERMS AND CONDITIONS OF SALES – LA ZOOLOGIE HOTEL

The present General Terms and Conditions of Sales apply to any sales operation (for phone, email, online, or direct booking) agreed between La Zoologie Hotel and the Customer.

The Customer is required to carefully read the present General Terms and Conditions of Sales mentioned through the hyperlink received at the time f the booking, or on his/her booking confirmation. The Customer is highly advised to download or print them as soon as the booking is officially and firmly confirmed, especially when they can be amended at all time without warning nor advanced notice. However, it should be noted that the amendment does not apply to bookings made until then.

The present General Terms and Conditions of Sales can be completed with other booking conditions mentioned either on the description offer or on the General Terms and Conditions of Sales of the website concerned, or else, directly at the hotel.

 

1. USE OF THE PROPERTY.

Contact Details of the Hotel are the followings :

La Zoologie, the Hotel

151, cours de la Marne

33 800 Bordeaux

FRANCE

The Hotel has the freedom not to receive guests who seem indecent or look neglected, customers with noisy or incorrect behavior, customers whose behavior is contrary to morality and public order.

The Customer agrees to use the room with the care of a reasonable person. The Customer must respect the peaceful character of the premises and use it in accordance with the established practice.

The Customer agrees to wear and behave properly while in the hotel’s public areas.

The Customer accepts and agrees to render the accommodations in good condition. Any damage done to the room, the equipment of the Hotel or the common places may result in penalties. Furthermore, any behavior contrary to morality and public order will cause the Hotel to ask the Customer to leave the establishment without any compensation and / or refund if a payment has already been made. In the case where no payment has been made, the Customer will have to pay the price of the night(s) spent before leaving the establishment, included extra service(s) used.

2. PRICES.

Prices are quoted in Euros. VAT is included in the rates proposed. Any rate change applicable, or any modification or introduction of new taxes introduced by the legal authorities competent, will automatically be reflected on the prices listed on the invoice date.

Rates are quoted per room according to the selected period in the extent of the number of people indicated and strictly for the provision of the service(s) mentioned on the booking confirmation.

To the price mentioned in the reservation will be added the additional services provided by the hotelier during the stay as well as the City Tax.  A City Tax of 2€ per adult over 18 and per day must be paid upon departure. This tax is collected by the French government and must be paid at the hotel. Any change in the applicable rate of the city tax or any modification or introduction of new legal fees introduced by the competent authorities, will automatically be reflected on the prices indicated on the date of invoicing.

The rates mentioned on the Website are submitted to constant amendments by the Hotel without warning nor advanced notice. The contractual rate is solely the one mentioned on the booking confirmation.

In case of undergoing promotional offer(s), there will be neither rate amendments nor refunds -even partial, for any booking made before.

3. BOOKINGS.

No booking shall be processed without giving at least the Customer’s last and first names appearing on his/her official ID (Passport or ID Card -the Driving License not being considered as an official one).

Bookings can directly be made either through our website : www.hotelzoologie.com, or by phone, or by email. The bookings will be officially confirmed once a down payment is made or a valid credit card is given as a guarantee. The Hotel is entitled to automatically cancel any booking with no guarantee (neither down payment nor valid credit card) without advanced notice.

The booking confirmation implies the acknowledgement and agreement of the present General Terms and Conditions of Sales, but also the agreement of the waiver of the Customer’s right to prevail over his/her own purchase terms or other conditions.

All the data collected along with the registered confirmation act as a proof of the transaction. The transaction acts as the Customer’s signature and agreement of any transaction performed.

In accordance with the procedure set out in the article L 121-21-8 of the Consumer Code, the services offered are not submitted to the implementation of the Customer’s right to rescind as per the articles L.121-21 and next of the Consumer Code regarding distance selling. Hence, the services ordered are exclusively submitted to the cancellation/modification policy applicable in the present General Terms and Conditions of Sales and the Customer won’t be able to use his/her right to rescind.

The hotel offers the Customer the possibility to choose different rates and booking conditions.

  • For a Booking with a flexible rate.
  • The Credit Card data given to make the booking, will automatically be checked in order to firmly confirm the reservation. Unless otherwise specified during the booking procedure, no amount will be charged at the time of the booking – the total amount of the stay will be asked and paid at the hotel directly.
  • For a flexible rate and unless otherwise specified at the time of the booking, any amendment/cancellation request should be done as soon as possible and at least by 48 hours prior to the check-in date (deadline being Midday, local time).  In case of late cancellation or No Show (and unless otherwise specified on the booking confirmation), the hotel will automatically charge the amount corresponding to the first night stay along with any extra service booked for that night.
  • Besides, for a booking made at least for 2 nights, the Hotel is entitled to automatically release the room for the remaining night(s) in case of a No show on the first night stay.
  • No booking cancellation shall be processed unless a written request is made to the hotel at : contact@hotelzoologie.com – The date and time (local time) of the reception of the cancellation request will be the one taken into account regarding the application of our General Terms and Conditions.
  • For a booking with a noncancelable and nonrefundable rate.
  • The hotel will charge the total amount of the stay to firmly confirm the booking.
  • For a Noncancelable and Nonrefundable Rate: No refund shall be granted in case of booking amendment or cancellation.
  • For a long stay booked with a flexible rate (5 nights and more) :
  • Specific booking conditions (amount of the deposit, specific cancellation conditions…) can be applied regarding the length of the stay. The deposit could be totally or partially charged to confirm the booking, and the amount of the deposit will vary accordingly.
  • From a 7 nights stay, the hotel requires a down payment every 7 days corresponding to the total due of the past week (extra service(s) included).
  • In case of late cancellation or No-Show (and unless otherwise specified on the booking confirmation), the deposit paid for the stay or for any extra service(s) booked in advance won’t be refundable.
  • For a group booking.
  • For any booking of 5 rooms or more, specific booking conditions (amount of the deposit, specific cancellation conditions) can be applied regarding the length of the stay and the number of rooms concerned. The deposit could be totally or partially charged to confirm the booking, and the amount of the deposit will vary accordingly.
  • In case of late cancellation or No-Show (and unless otherwise specified on the booking confirmation), the deposit(s) paid for the stay or for any extra service(s) booked in advance won’t be refundable.
  • The public rates available for individuals or during a promotional offer do not automatically apply for groups. Group bookings are submitted to specific rates regarding the period of the year and the number of rooms concerned.

In case of interruption of the stay and no matter which rate booked, no refund will be granted. In case of early check-out, the total amount of the initial stay will be fully due. No refund will be granted in case of early check-out. Any amendment and/or cancellation must be done accordingly to the present General Terms and Conditions of Sales applicable along with the chosen rate booked.

In case of any extraordinary/unusual event or inability from the Hotel to give the room(s) booked to the Customer, the Hotel is entitled to find another accommodation in another hotel of the same category or of a superior one, for the partial or total stay. The transfer shall be borne by the hotel which won’t be held liable for any extra compensation.

Unless otherwise specified at the time of the booking, the present General Terms and Conditions of Sales will apply for any booking made through an intermediary ( travel agency, wholesale website, GDS…).Any amendment/cancellation request shall be addressed directly to the intermediary by which the booking was made. No booking amendment/cancellation directly addressed to the Hotel shall be processed unless made and written by the intermediary itself.

4. PAYMENT.

Regarding the rate chosen, the payment is required either in total at the confirmation or by the end of the stay directly at the hotel.

At the time of the request, the booking shall be considered as firmly processed once a down payment is made or a valid credit card is given as a guarantee. The means of payment accepted are card (Visa, Eurocard, Mastercard, American Express) and by cash in €uros.

The credit card used at the time of the booking shall be the same one that must be presented at the hotel during the check-in. The bank card shall be valid by the check-out date of the Customer/Reservee.

For any flexible offer, in case the Customer is not able to present the same bank card used at the booking, and without a form completed by the Reservee and this latter’s personal data provided upon arrival, a new bank card will be asked and checked/preauthorized at the Hotel.

For any Nonrefunfable offer, in case the Customer is not able to present the same bank card used at the booking, and without a form completed by the Reservee and this latter’s personal data provided upon arrival, a new down payment will be asked and the Hotel will proceed to the refund of the bank card charged  at the time of the booking.

It shall be noted that the Hotel is entitled to do a preauthorization at any time upon arrival corresponding to the total or partial amount of the stay.

Tickets Restaurant are accepted at the bar and at the restaurant to the extent of 19 Euros per person and per day -but not for the payment of the room.

The Hotel does not give back the change.

5. CHECK-IN.

At the check-in, the Customer is asked to provide an Identity Card or Passport (the Driver’s License not being accepted) and a valid nominative bank card.

The Customer is asked to fill a welcoming form.

If foreigner, the Customer is also asked to fill a custom form, the latter being set by a joint decree of the Interior Department, of the Migration Department and of the Tourism Department.

https://www.service-public.fr/particuliers/vosdroits/F33458

The Customer who has booked through a travel agency shall communicate a printed or electronic voucher at the time of the check-in.

The booking shall strictly be under the name of the Customer. In the case the Reservee is not the Customer staying at the hotel, an ID and a bank card will be asked to the Customer. With no proof, access to the room can be denied.

6. ROOM ACCES.

The booking is effective from 4.00 PM on the check-in date to 12.00 PM on the check-out date. Caring to offer the best service possible, if the room is ready whenever the Customer arrives at the hotel, the Hotel will do its best to give access to the room as soon as possible.

If the room is not ready by the time the Customer arrives, he/she always has the possibility to leave their luggage at the reception.

If the Customer requires to have his/her room before 4.00 PM, an extra charge for Early Check-In will automatically be applied.

The extra charge depends on the time required to check in :

For an early check-in required by 2.00 PM : 20 Euros.

For an early check-in required by 12.00 PM : 30 Euros.

For an early check-in required by 10.00 AM : 40 Euros.

For an early check-in required by 9.00 AM : 50 Euros

For an early check-in required before 9.00 AM, the night before will automatically be charged.

Early check-ins are subject to request with a written record, and availability. Hence, the Customer is invited to contact the Hotel to do so at : contact@hotelzoologie.com

If the Customer requires to keep the room after 12.00 PM, an extra charge for Late Check-out will automatically be applied.

The extra charge depends on the time required to check out :

For a Late Check-out required by 2.00 PM : 20 Euros.

For a Late Check-out required by 4.00 PM : 40 Euros.

For a Late Check-out required after 4.00 PM, the next night will automatically be charged.

Late Check-outs are subject to request with a written record, and availability. Hence, the Customer is invited to contact the Hotel to do so at : contact@hotelzoologie.com

The room is provided for the number of people mentioned on the booking : for safety reasons, it is strictly forbidden to host any more people than agreed at the time of the booking.

In case of Non-compliance to this condition, the Hotel is entitled to ask the Customer to pay for an extra room at the current rack rate.

In case of refusal, the Customer will be able to leave the hotel after paying his/her note as up to the amended check-out day ( with  any extra service included )  or with no refund of any deposit/advanced payment made by then.

7. THE RECEPTION DESK.

The Reception Desk can not be held responsible for any luggage or item left in common spaces. A luggage storage is at disposal at the Reception Desk. When the Customer leaves his/her luggage, he/she will be provided with a coupon to return in order to get it back. The Reception Desk is open 24h/24.

In case of lost or forgotten item, the lost and founds will be brought at the Reception Desk. After the check-out, the Customer will always have the possibility to have get his/her the item sent by paying the delivery charges.

8. PROHIBITION.

The Hotel reminds the Customer that it is strictly prohibited to smoke or vape in public places since January 2nd, 2008. The Hotel is a nonsmoking area beside the dedicated outdoor smoking areas where dedicated ashtrays are available. Hence, it is strictly prohibited to smoke or vape in the rooms for both obvious safety and comfort reasons. The Customer will thus be held responsible for the totality of the charges related to the cleaning or to the rehabilitation of the damaged item or area. If cigarette or vape smoke is detected within the room, the Hotel is entitled to charge the Customer with the total cost for the immobilization of the room ( number of nights immobilized multiplied by the current day rate with a maximum of 3 nights charged ).

9. CLEANING.

Cleaning is made on a daily basis between 9.00 AM and 5.00 PM. The Customer is invited to put the “ Do not Disturb” sign on his/her door to let the staff know that he/she does not want to be disturbed.

Hanged towels in the room are not changed. If the Customer wants his/her towels to be changed, he/she is invited to leave them on the floor or in the shower. Those shall not be used outside the room- towels are available at the Spa and at the Gym.

In case of significant deterioration of the room linen, an extra charge can be applied. The Customer will be held responsible for any damage caused directly or indirectly, or consequently by himself/herself not only in the room but also within the entire hotel enclosure. Hence, he/she is committed to compensate the Hotel to the extent of his/her damage, without prejudice to damages and interests which the Hotel may claim.

10. ANIMALS.

Animals are not accepted within the hotel premises unless being a service animal.

11. MINORS.

In general, parents are held responsible for their underaged children. Hence, minors are under the direct responsibility of the Customer, both in the room and in the common areas.

The Hotel does not accept a booking if all the customers concerned are under age. No minor can occupy a room without an adult.

The Hotel is entitled to ask an ID to underaged children who come with adults for safety reasons.

Access to the Spa and the Gym is not granted to children under 16.

It is strictly prohibited to run, to ride (skates, scooter, bike) or scream within the hotel premises.

12. BREAKFAST.

Breakfast is served from 7.00 AM to 10.30 AM from Monday to Saturday, and from 7.30 AM to 9.00 AM on Sundays. Breakfast is at the rate of 19 Euros per person and 9 Euros for children under 9 years old.

An express breakfast can be served on request from 6.00 AM to 7.00 AM which includes a hot drink, a fresh fruit juice and a pastry. The express breakfast is at the rate of 9 Euros per person and its request must be done the night before by 8.00 PM at last.

Unless otherwise specified, a Brunch is served every Sunday from 10.00 AM to 2.30 PM. The Brunch is at the rate of 32 Euros per person and 17 Euros for children under 9 years old.

13. THE BAR.

“La Zoologie, the Bar” is open from 7.00 PM to 10.00 PM from Sunday to Wednesday included, and from 7.00 PM to 12.00 AM from Thursday to Saturday included.

The Hotel does not serve alcohol to children under 18, and in case of doubt, an ID can be asked.

Underaged children can not order alcoholic beverage for their parents or any adult accompanying them.

The staff is entitled to refuse to serve alcoholic beverage for the Customer’s own good.

14. THE RESTAURANT.

 

“La Zoologie, the Restaurant” is open every day at lunchtime from 12.00 PM to 2.00 PM except on Sundays, and every night from 7.30 PM to 10.00 PM.

Unless otherwise specified, “La Zoologie, the Restaurant” is open every Sunday for Brunch from 10.00 AM to 2.30 AM.

15. THE OYSTER BAR.

“ La Zoologie, l’Ecailler”, the hotel oyster bar, is open every day from 11.00 AM to 2.00 PM and from 6.00 PM to 10.00 PM.

16. SPA AND GYM.

The Spa is open every day from 10.00 AM to 9.00 PM, and accessible to both internal and external clients over 16 years old. Access to the Spa is not included in the Customer’s booking.

Its rate is 25 Euros per person and per stay for an internal Customer if not included in the booking and 30 Euros per day for an external Customer.

Lockers are available within the Spa to secure personal belongings.

The Spa being available for all customers ( without necessarily booking it in advance ), the Hotel reminds that indecent behavior is strictly prohibited and can result in the expulsion from the premises and immediate membership termination with no refund possible for any deposit that may have been paid or paid in advance.

Bathing suite is mandatory (swimming shorts are not allowed within the Spa enclosure). The Customer is asked to respect the quietness of the premises regarding other people.

Shoes are strictly banned within the Spa enclosure. Slippers are available either in your room or with the Hotel staff.

The Hotel reminds the Customer that before using the sauna area, precautions are necessary :

Every jewel that might store heat has to be taken off : necklaces, watches, rings, bracelets… They can burn in case of excessive heat.

Lockers are available in the changing rooms.

Reading in the Sauna is not recommended : Fumes coming from ink heat can be highly intoxicating !

The gym is accessible every day from 6.00 AM to 11.59 PM.

Its access if free for an internal Customers but not for an external one. Rates and membership contracts are available at the Reception Desk.

For a Customer who doES not have access to the Spa but is willing to use the Gym, he his asked to leave his/herpersonal  and valuable belongings in the safety box of his/her room.

When leaving the Spa, towels used there have to be left in the dedicated laundry box.

The Spa and Gym areas can be closed without warning nor advanced notice for cleaning or maintenance at anytime during the day: a sign at their entrance will indicate if so.

Food is strictly prohibited within the Spa enclosure. Only the drinks ordered from the BAR can be taken to the Spa within its dedicated areas. It is strictly prohibited to drink within the Hamman, Sauna or Jacuzzi.

17. BIKES.

Bikes ( for adults ) are available for rent for either half the day or the entire day. A deposit of 500 Euros is asked per rental. Rental is only possible for adults.

The Customer is held responsible in case of partial or total damage/loss/theft and if so, the full deposit will be cashed.

The Customer is asked to report any issue or damage observed before its use and to check by himself/herself the safety features of the bike (breaks, tire pressure, lights…).

Wearing personal protective equipment is highly recommended but not provided by the hotel.

18. LOSSES AND THEFTS.

Personal belongings left in common spaces or in the room outside the safety box is the responsibility of the Customer. The Hotel can not be held responsible in case of loss, theft or damage of those belongings.

A safety box is available in the Customer’s room. For a Customer who has access to the Spa, lockers are available in the changing rooms. The Hotel assumes no liability for any belonging damaged, lost or stolen outside the safety boxes or lockers.

If an item is forgotten, it is the Customer’s responsibility to get it back.

19. MEETING ROOMS AND SEMINARS.

A meeting room is available within the hotel premises. This latter is available on request by sending an email at contact@hotelzoologie.com and specific conditions are applied for its rental.

A seminar package is also available on request with specific bookings conditions also.

  • A 50% deposit based on the total amount (all taxes included) is required to confirm the rental.
  • The balance due is required at least 5 days prior to the rental date.
  • Any Extra service not mentioned on the quote shall be paid by the end of the rental.
  • If the Reservee wants the possible extra service(s) taken to be paid by each participant (meals, beverage, laundry, phone calls…), the Hotel must be informed in advance with a written confirmation. Otherwise, the possible extra service(s) taken will be charged to the Reservee since his/her joint responsibility is implied. The non-compliance with payment deadline(s) will lead to the total cancellation of the rental accordingly to the procedure set out in the article “Booking cancellation” above.
  • Total booking cancellations are the following :
  • More than 3 months prior to the rental date : No cancellation fee – any deposit made is refunded.
  • Between 3 months and 10 days prior to the rental date : 50% fee of the quote.
  • Between 10 days and the rental date : 100% fee of the quote.
  • Individual booking cancellation regarding seminars :
  • 1 room cancellable free of charge up to the day prior to the check-in date (deadline : midday, local time ).
  • Meals for 1 person only can be cancellable free of charge up to 5 days prior to the check-in date (deadline : midday, local time ).

The Customer shall pick and precise his/her meal package (menu, buffet, cocktail ) at least 10 days prior the check-in date with a written record. If not, the Hotel is entitled to impose a choice within the meal category appearing on the quote selected by the Customer. No discount will be granted in case of non-taken food and/or beverage service(s).

 

20. FORCE MAJEURE.

The Hotel can not be held responsible for any damage due to a delay or a default triggered by force majeure or any event beyond its control such as : decrees, hostilities, war, natural disasters, epidemics, pandemics, power supply shutdowns ( electric/gas ), containment policies, fires, floods, strikes, defaults in warming/air conditioning systems and so on… (Non-Exhaustive List). In case of  impossibility from the Hotel to provide with the room(s) booked in accordance with the terms of the contracts due to a force majeure or any event recognized such as, the Hotel will immediately warn the Customer who will not be able to claim any compensation on these grounds. Each party shall do their best to find a solution or an alternative to deal with the contract breach caused by the force majeure.

21. APPLICABLE LAW.

The present General Terms and Conditions of Sales are governed by French Law. It is also the case regarding form and content. Disputes will fall under the exclusive jurisdiction of French Courts.