General Terms and Conditions

1 - PARTY DESIGNATION

Eklo Hotels is a Simplified Joint Stock Company registered in the Bordeaux Trade and Companies Register under number 513 733 014. Its head office is located at 10, rue de la Gare d’Orléans, 33100 Bordeaux. Eklo Hotels publishes and operates the website www.eklohotels.com (also available in mobile version), a hotel booking site and other services.

2 - Application of the General Terms and Conditions of Sale

These general terms and conditions of sale apply to services provided by establishments under the Eklo brand. Any reservation implies the customer's full and unconditional acceptance of these terms, to the exclusion of any other document such as brochures, commercial documents, etc. The Site allows the reservation of rooms and additional services in hotels under the Eklo brand. The essential characteristics, availability dates, price, options offered, payment conditions, and specific sales conditions applicable to the selected rate (guarantee policies, cancellation conditions, check-in time, rate conditions, etc.) of the proposed hotels are presented during the booking process. In this regard, it is specified that each Eklo establishment has its own specific sales conditions applicable to the selected rate, also available on the Site, which are brought to the attention of the Customer before any reservation on the Site. Finally, in application of the regulations in force in France, the Customer may be asked, upon arrival at an Eklo establishment, to fill out a police form. To do this, the Customer will be asked to present an identity document to verify whether or not they need to complete the police form. Minors not accompanied by a legal representative or a qualified supervisor are not authorized to take a room in hotels under the Eklo brand.

3 - Reservation & Deposit

For each reservation, a reservation number is communicated to you, which will allow you, if necessary, to cancel and/or modify your reservation (only when the cancellation option has been subscribed to at the time of reservation). Your reservation will be fully guaranteed once your stay has been paid, either directly to the hotel or by providing your bank card details when booking your stay (unless the bank details provided are invalid). Providing your bank card details to guarantee your reservation does not allow the payment of the reserved nights but authorizes the hotel to debit your account for the amount of the first night of the reserved stay in case of no-show ("no show") if the reservation has not been canceled under the conditions provided for in Article V of these general terms and conditions of sale.

4 - Organization of the Reservation

• Eklo hotels are open with 24/7 reception.
• Rooms are available to guests from 3:00 PM and must be vacated on the day of departure by 11:00 AM. The guest can choose to arrive at 1:00 PM instead of 3:00 PM or leave at 1:00 PM instead of 11:00 AM by taking one of the "Early Check-in" or "Late Check-out" options. Any exceedance of this deadline may result in the billing of an additional night.
• The guest must cancel the number of breakfasts no later than the day before, by 11:00 PM. Beyond this, the hotel reserves the right to charge for breakfasts even if they are not consumed.
• When booking a bed in a non-mixed dormitory, the allocation of beds is based on the sex legally registered on the official identity document presented by the guest. It is the guest's responsibility to ensure that the information entered during the reservation strictly matches that on their official identity document, which may be required for verification at the time of check-in. The establishment undertakes to treat any specific request related to gender identity with the utmost attention and confidentiality. For any particular situation, the guest is invited to contact the establishment beforehand so that it can, where possible, propose a suitable solution respecting everyone's identity.
• A child under 2 years old is not considered an occupant in the context of our reservations. Thus, it is possible to book a room for two people, even in the presence of a child under 2 years old. However, we draw our guests' attention to the fact that the size of the room may not allow the comfortable installation of a baby bed. The availability of a baby bed and the space required for its installation depend on the configuration of the reserved room and cannot be guaranteed in advance. We recommend that guests contact the hotel before their arrival for any specific request related to the accommodation of a young child.
• Animals (small dogs and cats) are accepted in Eklo hotels for an additional fee (only one animal per room). In case of damage or damage caused by the animal, the owner's liability will be directly engaged.

4.1 - Reservation Procedure via eklohotels.com

The reservation procedure is as follows:

1. Search for a hotel among the various hotels in the Eklo group offered on the website;
2. Choose the hotel, stay dates (start and end), number of occupants, type and number of rooms, and the sales conditions of the associated rate, select any additional services (such as breakfast), except when the additional service is included in the mentioned rate;
3. Check the reservation details, the total amount to be paid, the sales conditions applicable to the reserved rate (for the room, rate, and/or additional services). Provide the contact details of the customer(s);
4. Consult and accept the general terms and conditions of sale, the general terms and conditions of use of the website, as well as the privacy policy, the sales conditions of the reserved rate (to adjust your choice, you can go back to the previous steps);
5. Enter your bank card details (only credit/debit cards are accepted; Visa Electron and Maestro cards are not accepted to guarantee the reservation). Accept the general terms and conditions of sale and the specific sales conditions of the reserved rate, then confirm your reservation.
6. Eklo will acknowledge receipt of your reservation by immediately sending an email summarizing: the reservation dates, the number of nights, the type of reservation made, the total amount to be paid, the sales conditions related to the selected rate (accepted by the customer), and the hotel address to which the customer can send a complaint if they wish.

4.2 - Long Stay

In the case of a long stay (more than one week), an invoice will be issued at the end of the stay or monthly for stays longer than one month.

4.3 - Group Reservations

A reservation comprising more than eight (8) rooms will be considered a group reservation and may be subject to specific conditions. For any information regarding a stay in one of the Eklo establishments, you can contact the hotel directly by sending an email to the selected hotel.

4.4 - No-Show

In case of no-show by the customer, any guaranteed reservation:

• By providing your bank details and not canceled before 6:00 PM will automatically result in the invoicing and debiting of the price of the first night (excluding tourist tax and additional service(s)) as a flat-rate indemnity and for the free cancellation of the rest of your stay. The remaining nights will be canceled;
• By prepayment of the entire stay to the hotel and not canceled before 6:00 PM, will result, at your request, in the refund of the entire stay minus the price of the first night. In the case of a reservation guaranteed by partial prepayment to the hotel and not canceled before 6:00 PM, the advance payments (deposits) will not be refunded and will be retained as a flat-rate indemnity and for the free cancellation of the rest of your stay. In the case of "non-refundable" reservations, referred to in Article II, 100% of the total price to be paid was paid at the time of reservation, unless otherwise expressly stated in the offer conditions. This amount will not be refunded under any circumstances (for rooms and any additional services). In case of no-show by the customer on the scheduled arrival date, and even if the hotel has been notified by any means, the reservation will be entirely canceled, and the hotel may charge the customer the total amount of the reservation to cover cancellation fees and compensate for the damage suffered.

5 - Promotional Stay (Non-Refundable Reservations)

Certain promotional and/or special offers are sold exclusively online and in no case at the hotel reception. These offers, available on the website or on the websites and mobile services of Eklo's commercial partners, are rate offers for which no combination, cancellation, modification, or refund is possible (including rooms and any additional services). Unless otherwise stated in the specific conditions of the offer, online prepayment of the entire stay and additional services is required to validate this reservation. In case of no-show by the customer on the scheduled arrival date, and even if the hotel has been notified by any means, the total amount prepaid during the reservation will not be refunded.

6 - Cancel or Modify Your Reservation

You are reminded that, regarding accommodation services, in accordance with Article L 221-28 paragraph 12 of the Consumer Code, you do not have the right of withdrawal provided for in Article L 221-18 of the Consumer Code.

6.1. Cancellation of Your Reservation

Simple and guaranteed reservations can be canceled before 6:00 PM on the day of your scheduled arrival. To cancel a simple or guaranteed reservation without charge, you must notify the hotel concerned as soon as possible by email or telephone as indicated on the reservation confirmation. A refund will be made for the canceled part of the stay (using the same payment method as that used to pay for the stay). Prepaid reservations cannot be modified and/or canceled. Advance payments, which are deposits, will not be refunded. The cancellation option, when subscribed to at the time of reservation, allows you to cancel and/or modify your reservation. For a cancellation request, the request must be made before 6:00 PM on the day of arrival, directly to the hotel, whose contact details are specified on the reservation confirmation. The reservation will then be fully refunded (excluding the cost of the cancellation option). In case of late cancellation (after 6:00 PM on the day of your scheduled arrival), the hotel will charge you the amount corresponding to the first night (excluding tourist tax and additional service(s)) by retaining the payments made in cash or by debiting the debit/credit card whose details were provided at the time of reservation to cover the cancellation fees. The remaining nights will be canceled and refunded by bank transfer in case of initial payment made in cash. In the case of a shortened stay, a delayed arrival date, a modified number of people, or any other fact modifying the original reservation contract, the deposits paid will neither be refunded nor deducted from the invoice, as they constitute a means of forfeiture. The balance of the initially reserved stay will be requested.

6.2. Modification of Your Reservation

For any extension of stay, you must contact the hotel reception before 10:00 AM to check the availability of rooms. If this extension is possible, you must immediately pay the amount corresponding to your room so that the hotel can leave you access to the room. For any interruption of stay, you must notify the hotel reception before 10:00 AM so that the interruption of your stay is taken into account. In the case of a simple or guaranteed reservation, the refund of the price of the canceled part of the stay will be made to the card used for payment in case of initial payment by Visa or Mastercard. For any other payment method, the refund of the price of the canceled part of the stay will be made by bank transfer. Promotional and/or special offers cannot be modified, canceled, or refunded (whether for the amount of the stay or for additional services. For more information, refer to the paragraph IV Promotional and/or special offers (non-refundable reservations). In this case, it is mentioned in the specific conditions of the offer.

7 - Relocation

In case of force majeure, the establishment reserves the possibility of totally or partially accommodating participants in a nearby hotel of equivalent category for services of the same nature, with the transfer costs remaining the responsibility of the establishment, which cannot be held liable for the payment of any additional compensation.

8 - Price

Prices are per room for the number of people and the selected date. Rates are expressed in euros including VAT. The rates confirmed on the reservation request are firm. The amount of the tourist tax, collected on behalf of the municipalities, varies depending on the cities, and is to be paid per person and per night upon your arrival. Unless otherwise stated, additional services (breakfast, parking, etc.) are not included in the price. Prices take into account the VAT applicable on the day of the reservation, and any change in the applicable VAT rate, any modification or introduction of new legal or regulatory taxes imposed by the competent authorities will be automatically reflected in the prices indicated on the date of invoicing of the stay (on the date of arrival).

9 - Payment Terms

To access your room, you must first pay for it. For payment by credit/debit card, the hotel reserves the right to proceed with a pre-authorization of up to the total amount of the first night. This pre-authorization does not constitute a debit but a temporary reserve of funds, intended to guarantee the payment of the stay as well as any additional costs (additional services, consumptions, damages, etc.). The pre-authorized amount is automatically released after the customer's departure, according to the deadlines specific to the bank issuing the card. Online payment is made by credit/debit card (Visa, Visa Electron, Maestro, and/or Mastercard) via a secure payment system. You must provide your credit/debit card number, expiration date, and CVV (security number on the back of the card). Your reservation can be paid for at the hotel using holiday vouchers (ANCV). Payment by e-blue card or ANCV e-connect is also offered for the reservation and payment of your stay in Eklo hotels. Any irregularity detected in the payment or payment method (even after the payment has been made in full), or any unpaid, incomplete, or fraudulent payment, or any payment linked to illegal activities attributable to the customer or carried out by the customer with the complicity of a third party, will result in the complete cancellation of the reservation at the customer's expense, without notice and without prejudice to any civil or criminal action that could be taken against them. Once the reservation is confirmed and the online payment is made, you will receive a detailed confirmation by email at the email address you provided, which will serve as proof of payment of the reservation. The confirmation is deemed to represent the agreement between the parties. Upon your arrival at the hotel, you can request a detailed invoice showing the total price of your stay and including the tourist tax (if applicable). The payment terms are as follows: At the end of your stay, the deposits will be deducted from the final invoice for the initially planned period. Balance invoices are payable upon receipt on the day of departure. Unless otherwise specified, no payment deadline is granted. The payment of extras (laundry, drinks, telephone, tourist tax, etc.) claimed from the participants will be ensured by the concerned participants before their departure. In the absence of payment, the invoice will be sent to the customer who undertakes to pay it upon receipt. Any late payment will result in the invoicing of late penalties equal to one and a half times the legal interest rate in force without prior formal notice.

10 - Insurance, Damage, Breakage, Theft

The customer must ensure the safekeeping of their belongings and equipment. The customer must inform the establishment of any damage they may have caused. They are responsible for all damage caused by them and undertake, in case of damage to the premises made available (room, common areas such as garden, lounge, sanitary facilities), to bear the costs of restoration.

11 - Recommendations

The customer undertakes not to invite any person whose behavior is likely to harm the establishment, the latter reserving the right to intervene if necessary. The customer may only consume drinks and food brought from outside in the customer kitchen or in their room. Their consumption in living areas is prohibited without prior authorization from the management. The customer undertakes to ensure that participants and their guests comply with all the instructions and regulations of the establishment (including the smoking ban). The customer will ensure that participants do not disrupt the operation of the establishment or compromise the safety of the establishment and the people present. Eklo hotels are insured with notably solvent insurance companies for their professional liability. You must also take care during your stay to report any inconvenience to limit any potential damage.

12 - Liability and Force Majeure

The photographs and information appearing on this website are not contractual. Eklo cannot be held responsible for the non-performance or poor performance of the reservation in case of force majeure, due to a third party, the customer, a failure of the internet network, or in case of refusal of payment by the bank of the holder of the bank card.

13 - Complaints

After contacting the Eklo customer service to attempt to resolve the dispute amicably and in the absence of a satisfactory response or in the absence of a response within sixty (60) days from the complaint, the customer can contact the Tourism and Travel Mediator, whose contact details are available on their website: www.mtv.travel. Their contact details are as follows:

• Postal address: MTV Médiation Tourisme et Voyage BP 80303 – 75823 PARIS CEDEX 17
• Email: info@mtv.travel

14 - Protection of Personal Data

We may collect and process certain personal data. You can consult our personal data protection policy on our website or by requesting it by email at rgpd@eklohotels.com.