General conditions of sale

These general terms and conditions (hereinafter: the "General Terms") are issued by HHE-Le Talaia, a simplified joint-stock company (SAS) with a share capital of 540,000.00 Euros, whose registered office is located at 1 Carrefour Hélianthe, Biarritz, registered with the Bayonne Trade and Companies Register under number 431 933 373 (hereinafter: the "Establishment"), and whose intra-community VAT number is FR23431933373.

1. PREAMBLE

These general terms and conditions (hereinafter the "General Terms") aim to define the terms and conditions under which the establishment allows its customers (hereinafter the "Client(s)") to benefit from all services, particularly booking services, available on this Site and described more fully below (hereinafter collectively the "Services ").
‍Before booking any Service on the Site, the Client declares that they are acting for personal purposes and have the full legal capacity to commit to these General Terms.

Clients are advised to carefully read these General Terms, the prior acceptance of which is mandatory for booking any Service offered on the Site. All Clients are advised to save and print these General Terms using the standard functions of their browser and computer. Clients must also consult the Specific Terms and Conditions which appear on the price list and are specific to each Establishment.

The Establishment reserves the right to modify or supplement, at any time, all or part of these General Terms. In this case, the new version of the General Terms will be available on the Site with its effective date. Clients are advised to regularly consult the General Terms to be aware of any possible modifications. In any event, the Client will only be bound by the version of the General Terms in force at the time the Client makes their Service reservation.

The Client is solely responsible for paying, where applicable, for all technical means providing them access to the Site.

2. DESCRIPTION OF SERVICES

2.1 SERVICES

The Establishment offers on its Site hotel room booking services or other types of accommodation ("Accommodation Services") (2.1.1) and complementary services to these Services ("Ancillary Services") (2.1.2).
Accommodation Services and Ancillary Services are hereinafter collectively referred to as the "Services ".

2.1.1 ACCOMMODATION SERVICES

The Site allows for room reservations.
The essential characteristics, availability dates, price, offered options, payment conditions, and specific terms of sale applicable to the selected rate (guarantee policies, cancellation conditions, check-in time, member rate conditions, etc.) are presented during the booking process as described in Article 3 below.

In this regard, the specific terms of sale applicable to the selected rate, also available on the Site (hereinafter the "Specific Terms"), are brought to the Client's attention before any reservation on the Site. For example, the Specific Terms may detail check-in and check-out times, the guarantee policy, cancellation period, Wi-Fi access, specific conditions applicable to children, and the admissibility of animals provided they are kept on a leash in the common areas of the establishment (for hygiene reasons, animals are never allowed in dining areas).

In accordance with regulations in force in certain countries, the Client may be asked to complete a police registration form upon arrival at the Establishment. To do this, the Client must present an identity document to allow the Establishment to verify if a police registration form needs to be completed by the Client.

Clients who have opted for the online check-in service declare that they authorize the Establishment to pre-fill the police registration form with the information provided during the reservation.

Upon arrival at the Establishment, the Client must sign the police registration form after ensuring the accuracy of the pre-filled information and after modifying it if necessary.

Should the Client refuse to complete or sign the police registration form, they acknowledge being informed that the Establishment will be entitled to refuse to provide them with the reserved accommodation.

2.1.2 ANCILLARY SERVICES

The Site also allows for the booking of Ancillary Services, such as breakfast, a bottle of champagne upon the Client's arrival, or an upgrade of Accommodation Services, a treatment (defined as a service offered by an Establishment, which may be a body or facial treatment, a scrub, a massage, or any other treatment offered in the Establishment's catalog and subject to the Specific Terms defined by the Establishment).

Ancillary Services also include travel services within the meaning of Article 3.1 of Directive (EU) 2015/2302 of 25 November 2015 on package travel and linked travel arrangements, which may form either a "linked travel arrangement" or a "package holiday" with Accommodation Services, according to the criteria specified by the said Directive. This information is communicated to the Client prior to booking these services in the Specific Terms applicable to each offer. 

Within the meaning of the Directive, booking a combination of travel services such as accommodation, transport, car rental, and other tourist services (tours, excursions, experiences, etc.) may constitute linked travel arrangements or a package holiday.

2.2 PARTNER SERVICES

The Establishment enters into partnership and distribution agreements with third-party websites ("Partners ") to allow Clients to search for, select, and book rooms in Establishments of various brands on the partner's website (hereinafter the "Partner Services").

The terms of sale applicable to these Partner Services are available on the Partner's website.

3. BOOKING PROCESS

The Client chooses any Service presented on the Site or those of its partners by following the designated process.

3.1 BOOKING SERVICES

Service reservations are made by the Client on the Site.
The booking process varies depending on the Client's navigation and request.
Any reservation is deemed confirmed upon the Client clicking on the "finalize your reservation" page for a prepaid reservation, on the "Pay" button, or for a reservation to be paid at the Establishment, on the "Confirm" button.

The Client may make a Service reservation on behalf of one or more other person(s). For more than 7 rooms, the reservation made by the Client will be subject to group conditions. For reservations concerning business groups, meetings, seminars, etc., it is necessary to contact the sales department, whose contact details are provided below:

marinecauchy@afgroupe.com

Some of our "Comfort" rooms are accessible to people with reduced mobility (PRM) and can be booked upon request, subject to availability.

3.2 BOOKING PARTNER SERVICES

Bookings made by the Customer via Partner Services are processed through each Partner's website and mobile services. The booking is made directly between the Customer and the Partners, following the steps outlined on the Partners' website and mobile services.

4. PRICES AND PAYMENT

4.1 PRICES

The prices for booking Services are indicated before, during, and after the booking process.
For Accommodation Services, the prices indicated are per room for the number of person(s) and the selected date, unless otherwise specified in the specific Conditions.
Upon confirmation of a Service booking, the total price is indicated to the Customer as a VAT-inclusive amount in the establishment's commercial currency and is valid only for the duration specified on the Site.
If the total price of the Service booking is charged at the Establishment in a currency other than that confirmed on the booking, exchange fees are the responsibility of the Customer. Please note that if a conversion of the currency confirmed on the booking to another currency appears on the Site, it is provided for informational purposes only and is non-contractual, particularly given the possible fluctuation of exchange rates between the booking date and the dates of stay at the Establishment.

Unless otherwise stated on the Site, options (e.g., breakfast, half-board, full-board, etc.) not offered at the time of booking the Service are not included in the price.

The tourist tax, presented during the Service booking process, must be paid directly at the Establishment, except in the case of online prepayment before the stay where this amount may be included.
Prices include the VAT applicable on the day of booking, and any change in the applicable VAT rate will be automatically reflected in the price indicated on the invoice date.

Any modification or introduction of new legal or regulatory taxes imposed by the competent authorities will be automatically reflected in the price indicated on the invoice date.

Finally, some promotional offers are only available on the Site and are sold exclusively online, and in no case at the Establishment's reception.

4.2 PAYMENT

4.2.1 General Provisions

The Customer provides their payment details either to prepay the booking before the stay or as a guarantee for the booking, by directly entering, in the designated secure input area for credit cards, the credit card number without spaces between the digits, its expiry date (it is specified that the credit card used must be valid at the time of the stay), and the CVV in the context of a prepayment via the payment platforms mentioned below.

The Establishment has chosen PLANET to secure online credit card payments. The Customer's payment card undergoes a validity check by these partners and may be refused for several reasons: stolen or blocked card, limit reached, input error, etc. In case of a problem, the Customer must contact their bank, on the one hand, and the Establishment or any other entity, on the other hand, to confirm their Service booking and payment method.

The online payment methods available and mentioned on the Site's payment page may include Visa and Mastercard, American Express, JCB, Diners, China UnionPay cards. This list is subject to change and is non-exhaustive.

In case of payment at the Establishment or any other entity, the Establishment may accept different payment methods, but the Customer must present to the Establishment the credit card used to guarantee the booking or make the prepayment. The Establishment may also ask for identification to prevent credit card fraud.

An invoice will be sent electronically to the email address provided by the Customer during their booking; if the Customer wishes to receive a paper invoice, they must expressly request it before their departure.

4.2.2 Prepayment

Prepayment refers to any payment made by the Customer at the time of booking. Once prepayment is made, the Customer receives a booking confirmation email.

The amount debited at the time of booking includes the total amount indicated during the booking process (including all applicable taxes) and, where applicable, the price of options selected by the Customer, as described in Article 4.1 above.

The actual debit of the booking amount may require a certain processing time. If the booking amount is not debited after this processing time, the booking will be cancelled.

4.2.3 Bank Guarantee

The booking guarantee by credit card refers to the collection of the Customer's payment details at the time of booking. The Customer's credit card is not debited, and payment for the stay is made directly at the Establishment, unless the Customer does not show up at the Establishment and has not previously cancelled their booking according to the cancellation conditions of the reserved rate.

4.2.4 Pre-authorization

If the Customer has not prepaid their stay online, the Establishment may, on the day of the Customer's arrival, request an authorization (also known as "pre-authorization") from the Customer's bank on the credit card, for an amount up to the booking total plus a flat rate to cover any potential consumption or expenses incurred by the Customer on-site (breakfast if not included in the rate, restaurant, bar, tourist tax if applicable, etc.). This flat rate is determined by the Establishment based on the number of people and the number of nights booked.

Example: 2 nights at 130 euros + 40 euros estimated for extras = 300 euros authorization request.

A pre-authorization request is not an immediate debit but corresponds to a hold for future payment, authorized by the Customer's bank, which temporarily reduces the credit limit of the credit card used to guarantee the possibility of a later debit. In some cases, depending on the Customer's bank, the pre-authorization request may nevertheless appear as a pending debit on the bank account associated with the card used.

Once the pre-authorization request has been activated and confirmed by the bank:

• If the Customer checks in at the Establishment, the full payment for the stay is made directly at the Establishment, which then proceeds to request the release of the pre-authorization from the Customer's bank. Any consumption or expenses incurred by the Customer on-site will be paid by the Customer on the day of their departure at the Establishment;

• If the Customer does not check in at the Establishment on the first day of their booking, the Establishment sends a debit request to the Customer's bank.

In rare cases, the pre-authorization request may result in a debit by the Customer's bank even before the actual debit takes effect. In this case, the debit will not occur twice. The balance, if in the Customer's favor, will be automatically re-credited by the bank to the Customer.

If the booking is cancelled after the pre-authorization request has been activated in accordance with the cancellation conditions of the reserved rate, a request to cancel the pre-authorization is automatically sent to the bank of the cardholder. In rare cases, this cancellation may appear as a refund.

It should be noted that the release of the pre-authorized amount (or refund) usually takes twenty-four (24) to forty-eight (48) hours, but the delay can extend to seven (7) business days or more, depending on the cardholder's bank.

To activate a pre-authorization request, the Customer is invited to provide their credit card details as part of guaranteeing the booking. The Customer is informed beforehand of the characteristics of the pre-authorization request. Credit card data is only retained by the payment provider, under a strict data security policy for banking information.

4.2.5 Customer No-Show

In the event of a Customer no-show on the first day of their Accommodation Service booking, the Customer's booking will be entirely cancelled, and the Establishment will put the reserved Accommodation Services back on sale:

- If the booking subject to a no-show is a non-cancellable and/or non-exchangeable and/or non-refundable booking, the Establishment will retain, as earnest money within the meaning of Articles 1590 of the Civil Code and L 214-1 of the Consumer Code in their current versions, the entirety of the sums paid by the Customer at the time of booking;

- If the booking subject to a no-show is a cancellable and/or exchangeable and/or refundable booking guaranteed by credit card, the Establishment will debit the credit card provided at the time of booking for the VAT-inclusive amount of the first night reserved. Additional nights (beyond the first night) will be cancelled free of charge. The Customer is informed that in such a case, the Establishment will put its rooms back on sale. The Customer will not be entitled to any refund or compensation whatsoever.

At the time of prepayment for a non-cancellable / non-exchangeable / non-refundable booking, the earnest money amount debited includes the total amount indicated during the booking and, where applicable, the price of options selected by the Customer, as described in Article 4.1 above.

4.3 ONLINE CHECK-IN SERVICE

To use the Online Check-in service, if available at the time of booking, the Customer must comply, without reservation, with the provisions of this article.

To facilitate and expedite the Customer's arrival and/or departure, the Establishment has implemented the Online Check-in service, a digital procedure allowing for online check-in before their stay, provided their booking is eligible for this service.

The Customer will receive an invitation from the Establishment 48 hours before the scheduled arrival date, offering them the opportunity to use the Online Check-in service.

5. CANCELLATION OR MODIFICATION OF A SERVICE BOOKING

For Accommodation Services, the Client is reminded that they do not have the right of withdrawal provided for in Article L. 221-18 of the Consumer Code, in accordance with Article L. 221-28, paragraph 12 of the Consumer Code, which excludes this right for contracts relating to accommodation and/or care services that must be provided on a specific date or period.

For each Service reservation, the Special Conditions specify the terms for cancellation and/or modification of the reservation.

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

Where the Special Conditions allow:

• cancellation of a Service reservation can be done directly on the Website via the "View or cancel your reservation" section;

• modification of a Service reservation can be done directly with the Establishment, whose contact details, including phone numbers, are specified on the reservation confirmation sent by email.

In the event of a Service interruption caused by the Client, the full agreed price will be charged. For reservations with prepayment before the stay, no refund will be granted.

For Accommodation Services, unless expressly stated otherwise in the Special Conditions, the Client must vacate the Establishment's room before the time indicated by the Establishment. Failing this, an additional night will be charged.

6. CLIENT COMMITMENTS AND RESPONSIBILITY

The Client is solely responsible for their choice of Services on the Website and their suitability for their needs, such that the Establishment cannot be held liable in this regard.

The Client is also solely responsible for the information provided when creating their account and/or making any Service reservation. The Establishment cannot be held responsible for erroneous or fraudulent information provided by the Client. Furthermore, only the Client is responsible for the use of their account and any reservation made, both in their own name and on behalf of third parties, including minors, unless fraudulent use not resulting from any fault or negligence on their part can be demonstrated. In this regard, the Establishment must be immediately notified of any misappropriation or fraudulent use of their email address by contacting the Establishment's reception.

The Client undertakes to use the Website and the Services offered thereon in compliance with applicable regulations and these General Conditions. In the event of the Client's breach of their obligations under these General Conditions, the Client is responsible for damages caused by them to the Establishment or to third parties. As such, the Client undertakes to indemnify the Establishment against all claims, actions, or recourse of any kind that may result therefrom and to compensate it for any damages, costs, or indemnities related thereto.

In particular, by making a definitive reservation for a Service, the Client undertakes to pay the price and to comply with the related Special Conditions. Specifically:

- Any reservation or payment that is irregular, inoperative, incomplete, or fraudulent for a reason attributable to the Client will result in the cancellation of the Service reservation at the Client's expense, without prejudice to any action the Establishment may take against the Client;

- The Client must not invite anyone into the Establishment whose behavior is likely to cause harm to the Establishment;

- The Client must not bring outside food or beverages into the Establishment (rooms and common areas), unless expressly authorized by the Establishment beforehand;

- The Client must not smoke within the Establishment, as it is 100% non-smoking; this means that smoking is prohibited within the Establishment, including in the rooms;

- The Client must not disrupt the operation of the Establishment or compromise the safety of the Establishment or the people within it;

- More broadly, any behavior contrary to public decency and order within the Establishment, as well as non-compliance with the Establishment's Internal Regulations, will lead the Establishment's director and/or any other Service provider to ask the Client to leave the premises without any compensation and/or without any refund if payment has already been made. If no payment has yet been made, the Client must pay for the Services consumed before leaving the premises;

- Minors may only stay in an Establishment if accompanied by an adult and possessing personal identification. If the accompanying person is an adult other than the parents, they must have parental authorization from the child's parents. The Establishment may request these documents;

- The Client also undertakes that the IT resources made available by the Establishment (including the WiFi network) shall in no way be used for the reproduction, representation, making available, or public communication 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 rights holders as provided for in Books I and II of the Intellectual Property Code when such authorization is required. The Client is also required to comply with the security policy of the Establishment's internet service provider, including the rules for using security measures implemented to prevent the illicit use of IT resources and to refrain from any act that undermines the effectiveness of these measures.

The Client is responsible for all damages caused by them and/or their guests within the Establishment and bears all costs incurred by these damages and/or by non-compliance with the aforementioned rules. The Establishment reserves the right to intervene if necessary and to take any appropriate action against the Client.

7. ESTABLISHMENT COMMITMENTS AND RESPONSIBILITY

The Establishment undertakes, under an obligation of means, to provide access to the Website and the Services offered in compliance with the General Conditions, and to act diligently and competently, making every reasonable effort to remedy any malfunction brought to its attention.

However, the Establishment may be obliged to temporarily suspend the Website without prior notice, particularly for technical maintenance reasons, without incurring liability.

The Client acknowledges and accepts that the Establishment cannot be held liable for any inconveniences or damages related to the use of the Internet, including, but not limited to:

- poor transmission and/or reception of any data and/or information on the Internet;

- failure of any reception equipment or communication lines;

- any malfunction of the Internet network preventing the proper functioning of the Website and/or the reservation of Services.

The Website may contain hyperlinks to other websites published and managed by third parties, for which the Establishment disclaims all responsibility regarding the content of these websites and the services offered thereon. In this regard, it is specified that partners are responsible for promoting offers disseminated on their own websites. The decision to consult third-party websites is therefore the sole responsibility of the Client.

The Establishment and its partners are bound by a contract under which the Establishment provides hotel expertise and various services, including distribution, sales, marketing, and loyalty services. The Client cannot hold the Establishment liable for any failures attributable to the partners. 

8. FORCE MAJEURE AND RELOCATION

Neither party shall be held liable to the other party for any non-performance of its obligations resulting from a case of force majeure. It is expressly agreed that force majeure suspends the performance of the parties' reciprocal obligations, and each party bears the costs arising therefrom. Cases of force majeure are considered to be those usually recognized by the jurisprudence of the Court of Cassation. If the case of force majeure lasts for more than thirty (30) days from its occurrence, these General Conditions may be terminated by either party without either of them being entitled to claim damages.

In the event of force majeure, an exceptional event, or the impossibility of providing the Service, particularly making the reserved Establishment room available to the Client, the Establishment may reserve the right to accommodate the Client, wholly or partially, in an Establishment of equivalent category or provide a Service of the same nature, subject to the Client's prior agreement. Reasonable expenses related to the transfer (potential additional cost of the room, transport, and a phone call) between the two Establishments shall be borne by the initially chosen Establishment.

9. PERSONAL DATA

When the Client uses the Website, particularly when making a reservation, the Establishment processes personal data.

If information identified as mandatory is not provided, the Establishment may not be able to record a reservation and manage the Client's complaints.

Thus, the information collected during the Client's reservation is intended for the Establishment, its entities, its partners, and its service providers (including online payment providers) for the purposes of executing the reservation or taking pre-contractual measures. Provided that the guarantees stipulated by applicable regulations have been implemented, the Client's data may be transferred from Europe to countries that do not ensure, from the European Union's perspective, an equivalent level of data protection.

The Client may at any time exercise their rights under personal data protection regulations. 

10. MISCELLANEOUS

The entry of required banking information and the electronic acceptance of these General Conditions and Special Conditions constitute an electronic contract between the parties, serving as proof between the parties of the Service reservation and the enforceability of sums due in execution of said reservation.

The applicable General Conditions and Special Conditions express the entirety of the parties' obligations. No other condition communicated by the Client may be incorporated therein.

In case of contradiction between the Special Conditions and the General Conditions, the Special Conditions shall be the only ones applicable for the obligation in question. In case of contradiction between, on the one hand, the general conditions, of whatever nature, of a partner and, on the other hand, these General Conditions, the provisions herein shall be the only ones applicable for the obligation in question.

If one or more stipulations of the General Conditions are held to be invalid or declared as such pursuant to a law, regulation, or a final decision of a competent court, the other stipulations shall retain their full force and effect.

The authoritative language is French. Should these General Conditions be translated into a foreign language, the French language shall prevail over any other translation in the event of any dispute, litigation, difficulty of interpretation or execution of these conditions, and more generally concerning the relations between the parties.

The Client acknowledges and accepts that the Establishment may assign these General Conditions, as well as all rights and obligations attached thereto, to any third party, without the Client's prior written consent. The Client accepts that such an assignment releases the Establishment for the future. The Client may not assign the General Conditions, nor the rights and obligations attached thereto, to third parties without the Establishment's prior written consent.

In accordance with Article L.223-1 of the Consumer Code, consumers who do not wish to be subject to telephone commercial prospecting may register free of charge on a list opposing telephone solicitation. This list is accessible via the following website: www.bloctel.gouv.fr.

11. APPLICABLE LAW AND DISPUTE RESOLUTION

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

The Client is informed by the Establishment of the possibility of resorting, in the event of a dispute relating to these General 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 Consumer Code.

After contacting the Establishment to attempt an amicable resolution of the dispute, and in the event of a negative response or no response within sixty (60) days from the contact, the Client may refer the matter to the Tourism and Travel Mediator.

• The procedures for contacting the Mediator and their contact details are available by clicking on the following link: Procedures for contacting and contact details of the Tourism and Travel Mediator or on the website www.mtv.travel

• The Mediator can be contacted within twelve (12) months after the initial complaint.

• The contact form for this Mediator is accessible via the following link: Tourism and Travel Mediator Contact Form.

The Establishment also informs the Client of the existence of a European Online Dispute Resolution ("ODR") platform that they may use. The Client can access it via the following link: https://ec.europa.eu/consumers/odr/.

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Version June 2026