Le Rocroy, HOtel & SPA

General terms and conditions of sale

Best price guaranteed

You are on the Hôtel Le Rocroy's website. The prices shown are the hotel's best available rates. By booking through our website, you are guaranteed to benefit from :

The best available prices
A booking with no middlemen and no fees
Instant processing of your booking
Direct support from the hotel's staff

Booking conditions

In order to guarantee your reservation, a bank pre-authorization can be made from the date of booking to the date of check-in. This will correspond to the amount of your first night's stay at the hotel.

The deposit will be returned in full if no damage has been noted by the establishment at the time of departure.

Reservations for 4 or more rooms may be subject to special conditions and additional charges.

Secured transaction

Our website features advanced online security mechanisms. Each stage of the booking process is protected using Secure Socket Layer (SSL) technology, the leading technology in this field. Your information is encrypted and protected using server authentication and data encryption mechanisms.

The security certificate used is issued by an accredited third-party provider, Thawte. This certificate is used by the Availpro booking system. You can check the validity of the certificate here.

The booking system is also hosted in a secure server environment with biometric security mechanisms, a firewall and other advanced technologies to prevent interference and intrusion.

Cancellation or modification of a service reservation

For Accommodation Services (reservation of rooms within an Establishment or other types of accommodation), the Customer is reminded that he does not have the right of withdrawal provided for in Article L. 221-18 of the Consumer Code, and this in accordance with Article L. 221-28 paragraph 12 of the Consumer Code, which excludes this right for contracts relating to the provision of accommodation services that must be provided on a specific date or period.

For each Service reservation, the Special Conditions specify the terms and conditions for cancelling and/or modifying the reservation.

Reservations with prepayment cannot be modified and/or cancelled. Deposits (sums paid in advance) will not be reimbursed. In this case, this is mentioned in the Special Conditions.

Where permitted by the Special Conditions:

Services reservations may be modified or cancelled by following the link at the end of your confirmation e-mail and following the instructions displayed on your screen.
Service reservations may be cancelled directly on the Site via the "Modify or cancel a reservation" section.
The modification of a reservation for a Service can be made directly on the Site via the "Modify or cancel a reservation" section, or directly with the Establishment, whose telephone and other contact details are specified on the reservation confirmation sent by e-mail.

If a Service is interrupted due to the Customer's fault, the full agreed price will be collected. In the case of reservation with prepayment before the stay, no refund will be granted.

It is advisable to cancel as soon as possible once the cause of cancellation has occurred.

Cancellation fees

Cancellation fees are non-refundable if a non-cancellable, non-refundable fare is selected. For all other offers, please refer to the conditions presented in the booking engine. In the event of a no-show, 100% of the reservation will be charged and is non-refundable.

In the event of cancellation, if you have paid all or part of the reservation online, this amount will be refunded after deduction of the cancellation fee (except for non-cancellable, non-refundable offers).

The hotel will pre-authorize the amount for the first night.

Taxes

The prices are displayed including VAT. Tourist tax, government or local taxes may be requested in addition.

Arrival time / Departure time

Your room or apartment will be available at the reception from the time indicated below

On the day of your departure, you must vacate your room/apartment by the time indicated below. Failure to comply with this departure time limit may result in the billing of an additional night.

It is recommended that you use the "Comments or Additional Information" box on the booking form to notify us of your estimated time of arrival, especially if it is late.

Arrival time (from): 3:00 PM

Departure time limit : 12:00 PM

Reception opening hours : Reception 24 hours a day

How to handle complaints

To make a reservation for a Service available on the Site, the Client may contact our hotel reservation service from Monday to Sunday, 24 hours a day, at +33 1 49 70 70 70 (price of a local call).

For all questions related to the proper execution of a Service booked on the Site (requests for additional information, modification or cancellation of a reservation), the Client is invited to contact the Hotel directly: the Hotel's contact information is indicated in the e-mail and the reservation confirmation page and on the Hotel's page on the Site.

For any remarks and/or complaints relating to a reservation of a Service on the Site (complaint, non-performance or poor performance of the Service), the customer service department is at your disposal:

By telephone, 7 days a week, 24 hours a day, at +33 1 49 70 70 70 (price of a local call)
By e-mail, to the following hotel address: contact@lerocroy.com
By post, to the following address: Hôtel Le Rocroy, 13, rue de Rocroy, 75010 Paris - FRANCE

To facilitate the processing of claims, it is recommended that claims relating to the non-performance or improper performance of the Services be addressed to the customer service department in writing within eight (8) days of the date of performance of the Service.

In its relations with the customer service, the Customer undertakes to remain courteous and not to make any derogatory remarks towards the establishment or its employees/collaborators, in compliance with the rules of common sense and politeness. Hôtel Le Rocroy reserves the right to take any appropriate action against the Customer in the event of prejudicial or reprehensible behaviour (in particular, unfortunate, malicious or insulting behaviour) towards the establishment, the entities of its group or its employees or collaborators.

Consumer mediator

The Customer is informed by the Hôtel Le Rocroy of the possibility of having recourse, in the event of a dispute relating to these General Terms and Conditions, to a conventional mediation procedure or any other alternative dispute resolution method, under the conditions provided for in Title I of Book VI of the French Consumer Code.

Once you have referred the matter to the Hôtel Le Rocroy, and in the absence of a conclusive response within 60 days, you may refer the matter to the mediator using the contact details below or on their website. You can also find out how to contact them there.

Contact: AME Conso (www.mediationconso-ame.com)

Address: sis 11 Place Dauphine - 75001 Paris - FRANCE

SIRET: N°87847476600028

Legal status: Association Déclarée

To find out how to contact the Mediation officer, click on the following link: The Consumer Mediation Process (https://www.mediationconso-ame.com/le-processus-de-la-mediation-de-la-consommation.html)
The Mediation officer's referral form can be accessed via the following link: Request for Mediation - Professionals (https://www.mediationconso-ame.com/demande-de-mediation-ame.html)

The Hôtel Le Rocroy also informs the Customer of the existence of a European Online Dispute Resolution platform ("RLL") to which he/she may have recourse. The Customer can access it from the following link: https://ec.europa.eu/consumers/odr/.

Law applicable to the settlement of disputes

The General Terms and Conditions are governed by French law, without prejudice to any mandatory protective provisions that may be applicable in the country of residence of consumers.

List of opposition to telephone solicitation

In accordance with Article L.223-2 of the Consumer Code, consumers who do not wish to be the subject of commercial canvassing by telephone can register free of charge on an opposition list to telephone canvassing. This list is accessible via the following website: www.bloctel.gouv.fr.