general terms and conditions of sale

The purpose of these Terms and Conditions is to set out the rights and obligations of the parties in relation to the letting of holiday accommodation within our residence.

By booking accommodation within our residential complex, you acknowledge that you have read and accepted these Terms and Conditions.

1 – Services – Rates

• 1.1/ Holiday Accommodation 

Our prices include the rental of the accommodation based on the number of people (subject to the accommodation’s capacity), water, gas and electricity charges (excluding charging of electric or hybrid vehicle batteries), parking for one vehicle, access to the resort’s facilities, summer entertainment and the swimming pool (beds made on arrival, towels provided, and end-of-stay cleaning – excluding washing-up and the kitchen area. A security deposit of €450 will be required on arrival, which will be returned to you at the end of your stay or, at the latest, within eight days by post from the date of your departure.

However, we reserve the right to retain part or all of this deposit in the event of damage to the accommodation and/or its contents and/or equipment on the premises.

We also reserve the right to deduct €100 to cover cleaning costs if the accommodation is not left in a good condition (wear and tear and dirt resulting from abnormal use or failure to clean the kitchen and wash up).

• 1.2/ General provisions

The prices quoted are in euros, inclusive of VAT, and do not include tourist tax.

Regardless of the package chosen, additional charges will apply for extra guests, extra vehicles, pets, visitors, etc.

Our prices are also subject to change depending on economic and commercial conditions. The contractual price, payable by you, is the one stated on your booking confirmation.

La Résidence des Collines applies dynamic pricing. Consequently, rates are subject to change, either upwards or downwards. ‘Partner’ benefits and promotions cannot be applied to a booking that has already been confirmed, whether it has been paid for in full or in part; these are under no circumstances retroactive.

Consequently, it is possible that guests may have paid different prices for the same stay. Guests who have paid the higher price will under no circumstances be entitled to a refund of the difference between the price they paid and the promotional price.

2 – Booking Terms and Conditions

Bookings are only binding on our holiday residence if it has accepted them; our holiday residence is free to accept or refuse bookings, depending on availability and, generally speaking, any circumstances likely to hinder the fulfilment of the booking made.

Our holiday residence offers family-oriented stays in the traditional sense; the accommodation is specifically designed for this purpose. Our holiday residence reserves the right to refuse any booking that contravenes this principle or seeks to circumvent it.

Bookings are made on a strictly personal basis. Under no circumstances may you sublet or transfer your booking without the prior consent of our team.

• 2.1/ Booking procedures

You can make a booking on our website www.residencelescollines.com or by telephone.

All booking requests must be accompanied by:

• payment of a 30% deposit on the total cost of the stay (including VAT), comprising the price (including VAT) of the services booked and, where applicable, the tourist tax.
• payment, where applicable, of the premium for cancellation
insurance. The booking is only contractually binding once you have received a written booking confirmation by email, summarising all the details of your stay. The balance of the cost of the stay, including the price of the booked services (including VAT) and, where applicable, the tourist tax, must be paid no later than 30 days before the start of the stay. Should the balance not be paid within the aforementioned period, the stay shall be deemed cancelled and our cancellation terms set out below shall apply.

Any booking made less than 30 days before the arrival date must be paid in full at the time of booking, unless more favourable terms apply, in which case you will be informed accordingly.

• 2.2/ Option requests

Our holiday complex accepts option requests made 40 days before the arrival date. However, our holiday complex does not accept option requests made in July and August for stays taking place during those same periods. Options are valid for 15 days. After this period, our holiday complex will consider the option to have expired and will be free to make the stay available for sale again.

• 2.3/ Quotations

If you request a quotation, it will be valid for a limited period. This period will be stated on the quotation sent by the holiday residence. After the validity date stated, we cannot guarantee the availability or the price previously quoted. Additional services, such as cancellation insurance, will always be offered by our teams in the quotation. Should you wish to decline these, please notify the holiday residence in writing.

• 2.4/ Booking fees

Our holiday residence waives the booking fee for rentals.

• 2.5/ No right of withdrawal

In accordance with Article L. 221-28(12) of the Consumer Code, the right of withdrawal does not apply to accommodation, transport, catering and leisure services which must be provided on a specific date or during a specific period.

• 2.6/ Maximum Capacity

For safety and insurance reasons, the number of occupants must not exceed the capacity specified for the type of accommodation (a maximum of 4, 6 or 8 people, depending on the accommodation’s capacity), including newborns. If, upon your arrival, we find that the maximum capacity of the booked accommodation has been exceeded, we reserve the right to refuse you access to the accommodation, without refunding the cost of your stay.

• 2.7/ Guests – Minors

For safety reasons, minors not accompanied by their parents, grandparents or legal guardian for the entire duration of their stay are not permitted in our accommodation, unless authorisation has been granted by us prior to arrival, by email, upon your request.

3/ Payment terms

• 3.1/ Accepted payment methods

You may pay for your booking or stay in euros using the following payment methods:

Bank transfer, cheque, holiday vouchers, e-holiday vouchers, credit/debit card. Payment by cheque is not permitted at reception. Payment in cash at reception is accepted.

However, as an exception, bookings made less than 30 days before the start date of your stay must be paid for by credit/debit card, e-holiday vouchers, or via a secure online payment link exclusively. In the event of payment by holiday vouchers 30 days before the start of the stay (balance or full payment), the holiday residence reserves the right to take a credit card imprint, which will be returned subject to presentation of the holiday vouchers.

• 3.2/ Walk-in guests

For stays without a booking (walk-ins), you must, on arrival, pay at least the cost of the first night. You are also required to inform reception of your desired length of stay or any extension. The balance must be paid no later than the day before departure; you must therefore take into account the reception’s opening hours.
No refund will be given in the event of early departure on your part.

4/ Stay 

• 4.1/ Key collection 

Check-in:
between 4 pm and 6 pm for holiday rentals

Departures:
by 10.00 am at the latest for holiday lets

Requests for a specific property within the complex can only be accommodated subject to availability upon your arrival.

Any dissatisfaction regarding the cleanliness and/or general condition of the property must be reported in writing no later than 24 hours after arrival, so that the issue can be rectified.
No complaints will be accepted more than 24 hours after the day of arrival.

Your accommodation must be left in the same condition as on arrival; otherwise, the holiday park reserves the right to deduct the cost of cleaning from your security deposit in accordance with clause 1 of these Terms and Conditions. Washing up and waste disposal are excluded from the end-of-stay cleaning service and are therefore your responsibility.

• 4.2/ Late arrival

The reception office opening hours are shown on the website or can be provided on request (by telephone or email). Any late arrival must be notified, if possible, between the day of your booking and the day before your arrival, so that the residence can make the necessary arrangements. If you wish to arrive in the morning, you will need to book the previous night. Any delay to your arrival time must be reported to ensure your booking is retained.

• 4.3/ Late arrival and early departure

In the event of a delayed arrival or early departure compared with the dates stated on your booking confirmation, the full cost of the stay will remain payable. You will not be entitled to any refund for the part of the stay not taken.

• 4.4/ Pets

Dogs and cats – with the exception of Category 1 dogs, known as ‘attack dogs’, and Category 2 dogs, known as ‘guard and defence dogs’, as defined by Law No. 99-5 of 6 January 1999 – are permitted in our residence. We require that dogs be kept on a lead within the grounds of the holiday residence. Please ensure you respect the hygiene standards and the environment of the holiday residence. Each pet’s health record, including, where applicable, the passport containing proof of vaccinations, must be presented on arrival at the holiday residence. For health reasons, the rabies vaccination is compulsory at our holiday residence. You must also be able to present the animal’s microchip or tattoo certificate, as well as a copy of the third-party liability insurance certificate. No other animals are permitted within our residence.

• 4.5/ House Rules

Throughout your stay, you must comply with the residence’s house rules, a copy of which is displayed at reception. We are happy to send you a copy by email on request.

4.6/ Images

During your stay, we may take photographs and/or make videos within the residence for entertainment and/or communication purposes, on any medium, in which you and your accompanying guests may appear. By confirming your booking, you are deemed to authorise us to use, for a period of 15 years, any photographs and/or videos in which you appear for the aforementioned purposes. You also undertake to ensure that the persons accompanying you have given their consent. Any specific refusal must be notified to us in writing on a durable medium.

• 4.7/ Unavailability of certain services 

The services and facilities we offer (swimming pool, snack bar, activities, entertainment, etc.) may not be available all year round, particularly due to weather conditions or in cases of force majeure, or may not operate during all seasons of the year. They may therefore be temporarily unavailable for all or part of your stay. The holiday residence will make every effort to inform you of any works or improvements being carried out during your stay.

• 4.8/ Termination of the booking contract in the event of fault on your part

The booking contract shall be automatically terminated in the event of any of the following occurring:

• In the event of repeated non-compliance – that is, a further breach observed after a formal notice to comply has been sent to you by email – by you and/or your accompanying guests with our house rules. In this case, you must vacate your accommodation within 3 hours of the termination of your contract, which will be notified to you by email. No refund will be made by us.

• In the event of failure to check in at the residence within 12 hours of the start of your stay, without providing proof and/or notification of your arrival.
We will make your accommodation available to other guests at the end of the aforementioned 12-hour period if we have been unable to contact you using the contact details provided when booking your stay.

Where applicable, we will retain all sums you have paid to us; no refund will be made.

5/ Changes to your stay

You may request to change the dates and/or terms (type of accommodation) of your stay at our residence, provided that your request is sent to us by email at least 21 days before the original arrival date.
However, you must book a new stay at our residence during the same season as that in which the original stay was scheduled, subject to availability and current rates. Your original stay may only be changed once. If you are unable to honour the stay that has replaced the original one, it will be considered cancelled; any sums paid will not be refunded.

If the price of the rescheduled stay is higher than that of the original stay, you must pay the difference no later than 30 days before the new arrival date. Failure to do so will result in the rescheduled stay being treated as cancelled, and our cancellation terms set out below will apply. If the price of the replacement holiday is lower than that of the original holiday, we shall retain the difference in price as compensation for the loss resulting from the change to the holiday.

6/ Cancellation of a stay

• 6.1/ Cancellation by you

Any cancellation must be notified to us in writing on a durable medium (by email, registered post with acknowledgement of receipt, etc.).

• If your email/letter is received more than 30 days before your arrival, the deposit paid, the booking fee paid and, where applicable, any sums paid towards cancellation insurance will be retained by the holiday accommodation.

• If your notice is received between the 30th and the 15th day prior to your arrival, the deposit and booking fee paid at the time of booking, and, where applicable, any sums paid towards cancellation insurance at the time of booking, shall be retained by the residence: the balance of the cost of your stay will be credited towards a future stay at the holiday residence, which must be booked during the same season as the cancelled stay or during the following season. If you booked your stay less than 30 days before your arrival date, and your cancellation notice is submitted 15 days or more before that date, the sums corresponding to the deposit, the booking fee and any cancellation insurance premium referred to in Article 2 of these Terms and Conditions will be retained by the holiday residence; the remainder will be credited towards a future stay at the holiday residence, which must be booked during the same season as the cancelled stay or during the following season.

• If your written notice is received less than 15 days before your arrival date, all sums paid to the accommodation will be retained by it.

To be eligible for any compensation, we advise you to take out cancellation or curtailment insurance at the time of booking.

Notwithstanding the above,

• If your cancellation is due to the fact that you reside in an area where a lockdown measure prohibiting residents from travelling to prevent the spread of Covid-19 is in force on the start date of your stay, the deposit paid, the booking fees paid and, where applicable, any sums paid in respect of cancellation insurance shall be retained by the holiday park; any remaining balance will be credited towards a future stay at the campsite, which must be booked during the same season as the cancelled stay or during the following season.
This applies even if your cancellation notice is received by us less than 15 days before the start date of your stay;

• If your cancellation is due to force majeure as defined by law, that is to say, an unforeseeable, unavoidable (insurmountable) and external (beyond your control) event, all sums you have paid will be refunded to you.

• 6.2/ Cancellation by the holiday accommodation 

If we are forced to cancel a booking that we have confirmed for you, we will notify you as soon as possible by email; the sums paid will be refunded in full by bank transfer no later than 30 days following notification of the cancellation and after the campsite has received your bank details.

7/ Complaints – Disputes

Any complaints relating to a stay must be made in writing and sent to us by registered post with acknowledgement of receipt within 20 days of the end of the stay.

In the event of a dispute and if no amicable solution is reached within one month of receipt of the aforementioned letter of complaint, you may refer the matter free of charge to a consumer ombudsman, provided that you do so within one year of sending your letter of complaint.

By default, we recommend that you use the following consumer ombudsman: CM2C (Centre for Consumer Mediation by Judicial Conciliators):
• online by completing the form provided for this purpose: www.cm2c.net
• by post: 14, rue Saint-Jean, 75017
PARIS• Telephone: 06 09 20 48 86

8/ Personal data

Data collection and processing

When you make a booking or during your stay, we may collect and process certain personal data about you. When a booking is made via our website, the terms and conditions governing the processing of personal data are set out in the privacy policy or the general terms and conditions of sale, which you accept before confirming your booking.

Data collected

When a booking is made by telephone or during your stay, we collect the following data:

• Surname and first name of the person who made the booking.
• Contact telephone number.
• Email address of the person who made the booking.
• Date of birth of the person making the booking and any accompanying guests.

Legal basis for processing

Your data is collected and processed on the following legal grounds:

• Your consent
• The performance of a contract, necessary for the management of your booking.

Recipients of the data

The data collected is accessible exclusively by:

• SPL BRIVE TOURISME AGGLOMÉRATION, a local public body, registered with the Brive Trade and Companies Register under no. 798 890 919, with its registered office at 34 bis Avenue Alsace Lorraine, 19100 Brive, which manages the Résidence des Collines de Sainte-Féréole

Purposes of processing

The data collected is processed for the following purposes:

• To manage your booking and your stay.
• To handle any complaints you may have.
•  To manage and update our customer database.
• Carrying out marketing activities by our departments 
• To manage our accounts.

Retention period

Your personal data is retained for the period strictly necessary for the purposes mentioned above:

• Contract performance period: for the duration of your stay.
• Archiving: 5 years after the end of your stay, except in the event of an unresolved dispute, in which case the data will be retained until the dispute is resolved.

Your rights

In accordance with the GDPR and the French Data Protection Act No. 78-17, you have the following rights:

• Right of access: to obtain confirmation that your data is being processed and to access the information.
• Right to rectification: to correct your personal data in the event of inaccuracy.
• Right to erasure: to request the deletion of your data within the limits of the law.
• Right to object: to object to the processing of your data on legitimate grounds.
• Right to restriction: to restrict the processing of your data in certain cases.
• Right to data portability: to receive your data in a structured and machine-readable format.

To exercise your rights, please send your request:

• By post: Residence des Collines, 19270 Sainte-Féréole
  • By email: contact@residencelescollines.com or julie@cabinetrgpd.fr

Complaints

In the event of a breach of your rights, you may lodge a complaint with the CNIL.
Objection to telemarketing
You may object to telemarketing by registering on the BLOCTEL list

9/ Applicable law

These general terms and conditions are governed by French law and, in particular, by the provisions of the Tourism Code; any dispute relating to their application falls within the jurisdiction of the District Court or the Commercial Court of Brive-la-Gaillarde. Documents and information exchanged between the customer and the tourist accommodation provider are drawn up in French.
SPL Brive Tourisme Agglomération, Immeuble le 126 Hub de Talents 34 bis, 19100 Brive La Gaillarde – Share capital: €225,000 – Brive Trade and Companies Register No. 798 890 919 - APE: 9104Z - Intra-Community VAT No. FR 67 798 890 919 - Financial guarantee: Member of the collective guarantee organisation APST (Professional Tourism Solidarity Association) Comprehensive business insurance: AXA ASSURANCES IARD MUTUELLE No. 10768448404 (taken out through Sébastien LAURENSOU, General Agent, 19600 ST PANTALEON DE LARCHE).