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These terms and conditions of sale apply to all bookings made in one of our establishments, regardless of the sales channel used.
The reservation of an apartment at City Résidence is valid only after written confirmation of the reservation by us. The customer's reservation is acknowledged by an e-mail sent to the customer summarizing and confirming the reservation. In the case of an online booking, on the www.cityresidence.fr website, the acknowledgement of receipt of the booking by e-mail summarizes the contract offer, the services booked, the prices, and the conditions of sale of the selected fare accepted by the customer. Your reservation will specify which services are included (breakfast, parking, etc.). Customers making a reservation via our website, telephone or fax are irrevocably bound to accept these General Terms and Conditions of Sale, and the reservation cannot be called into question except in application of the “Cancellation” article. The reservation will only be effective if it is guaranteed by the customer, either by communicating a credit card number with a validity date or by paying a deposit or a total prepayment, and after receipt of a reservation confirmation. In the case of a reservation without prepayment, a pre-authorization will be made to verify the validity of the credit card used as a guarantee. The hotel reserves the right to refuse any reservation if the credit card number is incorrect (pre-authorization refused) or the reservation is incompatible. All reservations are nominative and may not be transferred to a third party, whether free of charge or in return for payment.
For reservations of 4 apartments or more, specific “group” sales conditions apply, and a prepayment of 30% of the total amount will be required upon reservation. A deposit may also be required.
Prices are per night, in Euros and include VAT. Any modification or introduction of new legal taxes by the competent authorities will be automatically reflected in the prices indicated on the date of invoicing. A tourist tax, collected on behalf of the local authorities, is not included in our rates. Depending on the municipality, this is payable on site on a flat-rate basis or per night. An Eco Recycling contribution, not included in our rates, may be collected for the preservation of the environment and waste sorting. This is payable on site on a flat-rate basis, or per night in certain establishments.
We recommend that you check with the consulates of each country for any visas required. We cannot be held responsible for anyone who fails to comply with the regulations in force.
Prices are per night, in Euros and include VAT. Obvious pricing errors (including typographical errors) are not binding. Promotions and discounts are not retroactive. Prices are flexible and variable according to various customizable criteria such as reservation date, start date of stay, length of stay, type of apartment (studio, 2-room, etc.), additional services (breakfast, parking, etc.). Reduced rates may apply depending on the length of stay. For stays of more than 7 days, a deposit may be required. Prices shown as “A PARTIR DE” in communication materials and on the website indicate the best available rate for the defined period and are only valid for the departure dates and cities indicated. They do not apply to all dates.
The following means of payment are authorized at City Résidence:
- Credit card
- Holiday vouchers
- Bank transfer
At the time of booking, a pre-authorized credit card charge may be made. This will be done for information purposes, and will in no case be a debit to the account except in the following cases:
- Non-cancellable-non-refundable” promotional offer with full prepayment
- If credit card validity date is prior to arrival date
- Group bookings (more than 5 rooms or more than 20 people)
Payment for all services must be made directly to the hotel.
For reservations made by a company for its employees, a direct debit authorization form must be completed to authorize payment of the reservation by the company in question.
If your booking conditions allow, it is possible to modify your reservation. Any request for modification must be sent by email to reception or by telephone. The change will be effective only after written confirmation from reception. We cannot guarantee the availability of rooms; therefore, in the event that a modification is not possible, the customer will have to accept the original reservation or will be subject to the cancellation conditions linked to his reservation, in accordance with the article “Cancellation” if he wishes to cancel.For reservations made via our partners' website, the modification will have to be made via this site. When you have taken advantage of a promotional offer that can be booked for a specific number of nights or more and you reduce your stay, please note that the rates may change. The reverse is also possible. If you decide to add nights to your booking, you may be able to take advantage of a current offer. Please contact reception for further information.
Any reservation made by the customer that has been confirmed by City Résidence by telephone, fax or internet, corresponds to the opening and processing of the customer's file.
All cancellations must be notified to us in writing (email or fax). In the event of cancellation of the reservation, cancellation fees will be charged automatically and without formalities in accordance with the following rules:
- Cancellations made up to 48 hours before arrival are free of charge
- In the event of late cancellation, the first night's fee is due
- In the event of a no-show, the full amount of the reservation is due
In accordance with article L. 121-20-4 of the French Consumer Code, customers who have booked online do not benefit from the right of withdrawal associated with distance selling.
Please note that different conditions apply for group bookings (more than 4 rooms or more than 20 people).
Non-refundable” offers do not entitle the customer to any refund from City Résidence. For bookings made via our partners' websites, cancellations must be made via this website.
It is essential to respect the residence's arrival and departure times. A supplement may be charged if the maximum departure time is not respected.
Early arrivals and late departures can be arranged (at extra cost) on request from reception.
In the event of arrival after opening hours, reception must be notified at least 24 hours in advance.
At most of our sites in France, arrivals are scheduled from 3pm and your accommodation must be vacated by 11am in a clean and tidy condition.
Valid identification will be required on arrival.
When available, we strongly advise you to reserve it before your arrival, either at the time of booking or directly with the establishment concerned.
Pets are only accepted in certain establishments and are subject to a fee payable on arrival. We recommend that you contact the establishment concerned directly to make sure that pets are allowed, and to find out the conditions under which they may be allowed. Pets must not cause any inconvenience to neighbors (noise, hygiene, odor, etc.), and are strictly forbidden in the vicinity of swimming pools. Dangerous or aggressive animals and “new pets” are not accepted. Please bring your pet's health record with you. For safety and hygiene reasons, pets are not allowed in our breakfast rooms.
For stays of 8 nights or more, weekly cleaning is included in the price. Prices for stays of less than 8 nights do not include cleaning. This service can be requested directly from reception, and will be billed as an additional charge. You must return your accommodation with the kitchenette cleaned (dishes clean and tidy).
An apartment is intended for a specific number of occupants and cannot be occupied by more than this number. All children aged 2 and over are considered as full occupants and are counted in the apartment's occupancy base. City Résidence informs you that it is not possible to add extra beds in the apartments (with the exception of baby cots on request).
We would like to draw your attention to the fact that our establishments are not Vacation and Leisure Centers within the meaning of decree no. 2002-883 dated May 3, 2002, and are not suitable for providing group or individual stays away from home for minors under the age of 18, unaccompanied by their legal guardians. We reserve the right to refuse access to any apartment booked in breach of this regulation to minors under 18 years of age who are not accompanied by their legal guardians and who present themselves at the establishment reception desk, and to cancel the stay immediately. Under the same conditions, we may cancel the reservation at any time before the start of the stay, if we discover that the apartment is intended to accommodate minors under 18 unaccompanied by their legal guardians.
To help you make the most of your stay, we have posted a set of house rules in our establishments. Please read and respect them. Please note that all our accommodation is non-smoking.
The customer accepts and undertakes to use the apartment with due care. Any behavior contrary to good morals and public order will lead the establishment to ask the customer to leave the property without any compensation or refund if payment has already been made.
All our establishments offer free WIFI access enabling customers to connect to the Internet. The customer undertakes to ensure that the computer resources made available by City Résidence will not be used in any way for the purposes of reproduction, representation, making available or communication to the public of works or objects protected by copyright or related rights, such as texts, images, photographs, musical works, audiovisual works, software and video games, without the authorization of the holders of the rights provided for in Books I and II of the Intellectual Property Code, where such authorization is required. The Customer is required to comply with the security policy of the establishment's Internet access provider, including the rules governing the use of security measures implemented to prevent the illicit use of resources, and to refrain from any action that might undermine the effectiveness of these measures. Should the Customer fail to comply with the above obligations, he or she risks being charged with an offence of counterfeiting (article L.335-3 of the French Intellectual Property Code), punishable by a fine of 300,000 euros and three years' imprisonment.
In the event of failure by the occupant to comply with his or her obligations hereunder, in particular failure to comply with the house rules, we reserve the right to interrupt the occupant's stay.
If the hotel is not available, or in the event of force majeure, the hotel reserves the right to accommodate the customer in whole or in part in a hotel of a similar or higher category, offering services of the same nature. In this case, the transfer will be at the expense of the establishment, which will not be liable for any additional compensation.
All complaints must be addressed to the City Résidence head office within 15 days of the departure of the holiday that is the subject of the complaint. After this period, no claim can be taken into account.
In accordance with order no. 2015-1033 of August 20, 2015 and implementing decree no. 2015-1382 of October 30, 2015, any so-called consumer dispute or litigation, subject to article L.152-2 of the Consumer Code, may be the subject of an amicable settlement by mediation with the CM2C - Centre de la Médiation de la Consommation de Conciliateurs de Justice. Disputes may not be reviewed by the mediator if the claim is manifestly unfounded or abusive, or has been previously examined or is in the process of being examined by another mediator or by a court, or if the consumer has submitted his request to the mediator more than one year after his written complaint to City Résidence, or if the dispute does not fall within the mediator's jurisdiction, or if the consumer does not justify having previously attempted to resolve his dispute directly with City Résidence by means of a written complaint.
To submit your dispute to the mediator, you can :
- Fill in the form on the CM2C website: www.cm2c.net “CONSUMER” > “DECLARE A DISPUTE” > enter the name of the professional: Pierreval Exploitation
- or send your request by regular or registered mail to CM2C, 49 Rue de Ponthieu, 75008 PARIS,
- or send an email to cm2c@cm2c.net .
Whichever method you use to contact the CM2C, your request must contain the following elements to be processed quickly:
- Your postal address
- Email and telephone numbers as well as the full name and address of the City Residence where you stayed,
- A brief statement of the facts
- Proof of prior contact with City Résidence.
In accordance with the French Data Protection Act 78-17, customers are hereby informed that their reservation is subject to computerized personal data processing. Users have the right to access and rectify the data entered, which can be exercised at the head office: 3 boulevard René Descartes, 86360 Chasseneuil du Poitou.
Please note that some residences have a video surveillance system in place.
City Résidence declines all responsibility in the event of theft, loss or damage to property belonging to customers during their stay. The customer will be held responsible for any damage, deterioration or act of vandalism that may occur as a result of occupying the premises and/or as a result of the participants and/or staff for whom he/she is responsible, to movable, decorative and immovable property belonging or not belonging to the establishment. As a result, City Résidence may ask the customer to leave the establishment without any compensation and reserves the right to invoice the sum required to restore the apartment as well as any resulting costs (operating losses due to the immobilization of the room, etc.). The premises are rented furnished with kitchen equipment, crockery, glassware and pillows. Where applicable, the establishment will be entitled to claim from the lessee on departure the full value at replacement cost of any broken, cracked, chipped or deteriorated objects, furniture or equipment, and those whose wear exceeds normal wear and tear for the duration of the rental period, as well as compensation for damage of any kind to curtains, wallpaper, ceilings, carpets, rugs, windows, bedding, etc...
City Résidence reserves the right to use your email address to send you information about your stay. An email may also be sent to you at the end of your stay to ask for your opinion and to ask you to complete a satisfaction questionnaire.
These General Terms and Conditions of Sale are governed by French law. This applies to both substantive and formal rules. Any disputes will be subject to the exclusive jurisdiction of the French courts. The customer acknowledges having read the present General Terms and Conditions and undertakes to respect them. They may be modified at any time, and the conditions applicable will be those in force on the date the reservation is made.
In accordance with article R. 211-12 of the French Tourism Code, the provisions of articles R. 211-3 to R. 211-11 of the same code are reproduced below:
Article R. 211-3
Subject to the exclusions set out in the third and fourth paragraphs of article L. 211-7, all offers and sales of travel or holiday services must be accompanied by appropriate documents that comply with the rules set out in the present section. In the case of the sale of air tickets or scheduled airline tickets not accompanied by services related to such transport, the seller shall issue the purchaser with one or more tickets for the entire journey, issued by or under the responsibility of the carrier. In the case of transportation on demand, the name and address of the carrier, on whose behalf the tickets are issued, must be mentioned. Separate invoicing of the various elements of a tourist package does not exempt the seller from his obligations under the regulatory provisions of this section.
Article R. 211-3-1
The exchange of pre-contractual information or the provision of contractual terms and conditions shall be in writing. They may be made by electronic means under the conditions of validity and exercise set out in articles 1369-1 to 1369-11 of the French Civil Code. The name or company name and address of the seller are mentioned, together with an indication of his registration in the register provided for in a of article L. 141-3 or, where applicable, the name, address and indication of the registration of the federation or union mentioned in the second paragraph of article R. 211-2.
Article R. 211-4
Prior to the conclusion of the contract, the seller must provide the consumer with information on prices, dates and other components of the services provided in connection with the trip or stay, such as :
1° The destination, means, characteristics and categories of transport used; 2° The type of accommodation, its location, its level of comfort and its main characteristics, its certification and tourist classification in accordance with the regulations or customs of the host country; 3° The catering services offered; 4° A description of the itinerary in the case of a tour; 5° Administrative and health formalities to be completed by nationals of France or of another member state of the European Union or of a state party to the Agreement on the European Economic Area, particularly in the event of border crossings, and the time required to complete them; 6° Visits, excursions and other services included in the package or available at extra cost;
7° The minimum or maximum group size required for the trip or holiday and, if the trip or holiday is subject to a minimum number of participants, the deadline for informing the consumer in the event of cancellation of the trip or holiday; this date may not be less than twenty-one days before departure; 8° The amount or percentage of the price to be paid as a deposit on conclusion of the contract, and the schedule for payment of the balance; 9° The price revision terms as set out in the contract in application of article R. 211-8; 10° Contractual cancellation conditions; 11° Cancellation conditions defined in articles R. 211-9, R. 211-10 and R. 211-11; 12° Information concerning the optional subscription of an insurance contract covering the consequences of certain cases of cancellation or of an assistance contract covering certain specific risks, in particular repatriation costs in the event of accident or illness; 13° When the contract includes air transport services, the information, for each flight segment, provided for in articles R. 211-15 to R. 211-18.
Article R. 211-5
Prior information given to the consumer is binding on the seller, unless the seller has expressly reserved the right to modify certain elements of the information. In this case, the seller must clearly indicate the extent to which this modification may be made, and on which elements. In any event, modifications to the prior information must be communicated to the consumer before the contract is concluded.
Article R. 211-6
The contract concluded between the seller and the buyer must be in writing, drawn up in duplicate, one of which is given to the buyer, and signed by both parties. When the contract is concluded by electronic means, it is applies articles 1369-1 to 1369-11 of the French Civil Code. The contract must include the following clauses:
1° The name and address of the seller, his guarantor and insurer, and the name and address of the organizer;
2° The destination or destinations of the trip and, in the case of a split holiday, the different periods and their dates;
3° The means, characteristics and categories of transport used, and the dates and places of departure and return;
4° The type of accommodation, its location, its level of comfort and its main characteristics, and its tourist classification under the regulations or customs of the host country;
5° The catering services offered;
6° The itinerary in the case of a tour;
7° The visits, excursions or other services included in the total price of the trip or stay;
8° The total price of the services invoiced, as well as an indication of any revision of this invoicing by virtue of the provisions of article R. 211-8;
9° An indication, where applicable, of any fees or taxes relating to certain services, such as landing, disembarkation or embarkation taxes in ports and airports, or tourist taxes when these are not included in the price of the service(s) provided;
10° The schedule and terms of payment of the price; the last payment made by the purchaser may not be less than 30% of the price of the trip or stay, and must be made on delivery of the documents required for the trip or stay;
11° Any special conditions requested by the purchaser and accepted by the vendor;
12° The conditions under which the purchaser may lodge a complaint with the vendor for non-performance or improper performance of the contract. This complaint must be sent to the vendor as soon as possible, by any means enabling an acknowledgement of receipt to be obtained, and, where applicable, notified in writing to the travel organizer and service provider concerned;
13° The deadline for informing the purchaser in the event of cancellation of the trip or holiday by the seller, where the trip or holiday is subject to a minimum number of participants, in accordance with the provisions of 7° of article R. 211-4 ;
14° Contractual cancellation conditions ;
15° Cancellation conditions provided for in articles R. 211-9, R. 211-10 and R. 211-11 ;
16° Details of the risks covered and the amount of cover under the insurance contract covering the consequences of the seller's professional civil liability;
17° Details of the insurance contract covering the consequences of certain cases of cancellation taken out by the buyer (policy number and name of insurer), as well as details of the assistance contract covering certain specific risks, in particular repatriation costs in the event of accident or illness; In this case, the seller must provide the purchaser with a document specifying at least the risks covered and the risks excluded;
18° The deadline for informing the seller in the event of transfer of the contract by the purchaser;
19° The undertaking to provide the purchaser, at least ten days before the planned date of departure, with the following information:
a) The name, address and telephone number of the seller's local representative or, failing that, the names, addresses and telephone numbers of local bodies likely to be able to help the consumer in the event of difficulty or, failing that, the telephone number enabling contact to be made with the seller as a matter of urgency;
b) For trips and stays abroad for minors, a telephone number and address enabling direct contact to be made with the child or the person responsible for the child's stay on site;20° The cancellation clause and reimbursement without penalty of sums paid by the purchaser in the event of failure to comply with the obligation to provide the information set out in 13° of article R. 211-4;21° The commitment to provide the purchaser, in good time before the start of the trip or stay, with the departure and arrival times.
Article R. 211-7
The purchaser may assign his contract to a transferee who meets the same conditions as he does for the trip or stay, as long as this contract has not produced any effect. Unless otherwise stipulated, the assignor must inform the seller of his decision by any means capable of producing an acknowledgement of receipt no later than seven days before the start of the trip. In the case of a cruise, this period is extended to fifteen days. Under no circumstances is this transfer subject to prior authorization by the seller.
Article R. 211-8
When the contract provides for the express possibility of revising the price, within the limits set out in article L. 211-12, it must mention the precise methods of calculating price variations, both upwards and downwards, and in particular the amount of transport costs and related taxes, the currency or currencies that may have an impact on the price of the trip or stay, the portion of the price to which the variation applies, and the exchange rate of the currency or currencies used as a reference when establishing the price shown in the contract.
Article R. 211-9
When, before the buyer's departure, the seller is obliged to make a change to one of the essential elements of the contract, such as a significant increase in price, and when he fails to comply with the obligation to provide the information mentioned in 13° of article R. 211-4, the buyer may, without prejudice to any claims for compensation for any damage suffered, and after having been informed by the seller by any means capable of producing an acknowledgement of receipt :
either cancel the contract and obtain immediate reimbursement of the sums paid, without penalty; or accept the modification or substitute trip proposed by the seller; an amendment to the contract specifying the modifications made is then signed by the parties; any reduction in price is deducted from any sums still owed by the buyer and, if the payment already made by the latter exceeds the price of the modified service, the overpayment must be returned before the date of departure.
Article R. 211-10
In the case provided for in article L. 211-14, when the seller cancels the trip or holiday before the purchaser's departure, he must inform the purchaser by any means enabling him to obtain an acknowledgement of receipt; the purchaser, without prejudice to any claims for compensation for any damage suffered, obtains from the seller immediate reimbursement, without penalty, of the sums paid; in this case, the purchaser receives compensation at least equal to the penalty he would have incurred if the cancellation had been made by him on that date. The provisions of the present article shall in no way prevent the conclusion of an amicable agreement for the purpose of the buyer's acceptance of a substitute trip or stay proposed by the seller.
Article R. 211-11
When, after the buyer's departure, the seller finds himself unable to provide a preponderant part of the services provided for in the contract, representing a significant percentage of the price paid by the buyer, the seller must immediately take the following steps, without prejudice to any claims for damages:
either offer services to replace the planned services, possibly at an additional cost, and if the services accepted by the purchaser are of inferior quality, the seller must reimburse the purchaser for the difference in price upon his return; or, if he cannot offer any replacement services or if these are refused by the purchaser for valid reasons, provide the purchaser, at no additional cost, with tickets to ensure his return under conditions that can be deemed equivalent to the place of departure or to another place accepted by both parties. The provisions of the present article are applicable in the event of non-compliance with the obligation set out in 13° of article R. 211-4.
