GENERAL CONDITIONS OF SALE

Current as of November 10, 2022

HORSTEL LE MAS is a limited liability company, registered in the Paris Trade and Companies Register under number 307 500 751, whose registered office is located at 23 rue d'Ouessant 75015 PARIS - France and whose intra-community VAT number is FR61 307 500 751 (hereinafter "HORSTEL").

HORSTEL publishes and operates the website https://www.lelodgedesilesdor.com (also available in mobile version), a hotel reservation site and other complementary services (hereinafter the "Site").

(To contact us : contact ; phone : +33 (0)4 94 41 38 38)

PREAMBLE

The present general conditions (hereinafter the "General Conditions") are intended to define the terms and conditions under which HORSTEL allows its customers (hereinafter the "Customer(s)") to benefit from all the services, in particular reservation services, available on the present Site and described in more detail hereinafter (hereinafter the "Services").

Prior to any reservation of a Service on the Site, the Customer declares (i) that he/she is acting for personal purposes that do not fall within the scope of his/her commercial, industrial, artisanal, liberal or agricultural activity and (ii) that he/she has the full legal capacity to commit himself/herself under the present General Conditions.

The Customer is invited to carefully read the present General Conditions, the prior acceptance of which is mandatory for the reservation of any Service offered on the Site. The Customer is advised to save and print these General Conditions using the standard features of his browser and computer.

HORSTEL reserves the right to modify or supplement, at any time, all or part of these Terms and Conditions. In this case, the new version of the General Conditions will be available on the Site with its effective date. Customers are advised to consult the General Conditions regularly to take note of any possible modifications. In any case, the Customer will only be bound by the version of the General Conditions in force at the time the Customer makes the reservation of his Service.

Hôtel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z

The Customer is solely responsible for paying, where applicable, for all technical means

ARTICLE 1 : Application of the general conditions of sale

The present general conditions of sale apply to the services provided by the establishment.

These general sales conditions are sent to the client at the same time as the estimate, to enable him to make his reservation. Any reservation implies that the client accepts these conditions without reservation, to the exclusion of any other document such as a brochure, commercial documents, etc.

ARTICLE 2. DESCRIPTION OF SERVICES

2.1 HORSTEL SERVICES

HORSTEL offers on its Site (preamble) hotel reservation Services and (ii) services complementary to such Services ("Complementary Services") (2.1.2).

The Hosting Services and the Additional Services are hereinafter referred to together as the "Accor Services".

2.1.1 HOSTING SERVICES

The Site allows you to reserve rooms in hotels under the HORSTEL brand (hereinafter together the "Establishments").

The essential characteristics, dates of availability, price, options offered, payment conditions and special sales conditions applicable to the selected fare (guarantee policies, cancellation conditions, check-in time, member fare conditions, etc.) of the proposed Establishments are presented during the reservation process as described in Article 3 below.

In this respect, it is specified that each Establishment has its own special conditions of sale applicable to the selected rate also available on the Site (hereinafter the "Special Conditions") which are brought to the attention of the Customer before any reservation on the Site.

Thus, for example, the check-in and check-out times, the guarantee policy, the cancellation period, access to Wifi, the specific conditions applicable to children, the admissibility of animals as long as they are kept in the hotel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z on a leash or in a cage in the common areas of the establishment (for reasons of hygiene, animals are never allowed in the restaurant rooms).

2.1.2 COMPLEMENTARY SERVICES

The Website also allows the reservation of Complementary Services, such as breakfast, a bottle of champagne on arrival of the Customer or the upgrade of the Accommodation Services, or even the reservation of the restaurant "LA TABLE DU LODGE".

The Complementary Services also refer to travel services within the meaning of Article 3.1 of Directive (EU) 2015/2302 of November 25, 2015 on package travel and related travel services, likely to form with the Accommodation Services either a "related travel service" or a "tourist package" according to the criteria specified by the said Directive. This information is communicated to the Customer prior to the reservation of these services in the Special Conditions specific to each offer.

2.2 PARTNER SERVICES

HORSTEL enters into partnership and distribution agreements with third party websites ("Partners") to allow the Customer to search, select and book rooms in the establishments of the various brands distributed by HORSTEL LE MAS SARL on the partner's website (hereinafter the "Partner Services").

The terms and conditions applicable to these Partner Services are available on the Partner's website.

ARTICLE 3. RESERVATION PATH

The Customer chooses any Service presented on the Site or those of its partners by following the path provided for this purpose.

3.1 RESERVATION OF HORSTEL SERVICES

HORSTEL Services reservations are made by the Customer on the Site.

The reservation process varies according to the navigation and the request of the Customer; it includes the following steps:

Hôtel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z

- Step 1: Entering search criteria for a destination, a facility and, if applicable, one or more additional services;

- Step 2: Results and selection of an Institution and, if applicable, of one or more Complementary Services;

- Step 3: details and characteristics of the selected Service(s), in particular if it is an Accommodation Service: the characteristics of the Accommodation (standard, room size, TV, minibar, etc.), the duration of the stay, the options offered (e.g. breakfast, wifi access, etc.), the total price of the reservation including details of applicable taxes, the legal information form in the case of a linked travel service or tourist package, and all applicable Special Conditions (guarantee policies, etc.).), the total price of the reservation including details of applicable taxes, the legal information form in the case of a tied travel service or tourist package, and all applicable Special Conditions (guarantee policies, cancellation conditions, check-in time, etc.);

- Step 4: the summary of the reservation of the Service(s) with: (i) a reminder of the main characteristics (duration of the stay, characteristics of the Accommodation Service and/or the Additional Service(s), amount including VAT with details of applicable taxes) and, (ii) the Customer's contact information: either by logging in to an existing account, or by filling in all the mandatory fields (indicated by an asterisk) with the possibility of saving this information by creating an account as a member of the Site or as a member of the loyalty program offered by HORSTEL;

- Step 5: the finalization of the reservation of the Service(s) by the Customer with: (i) the filling in of the data of his payment method, either in case of prepayment of the reservation, total, before the stay, or in case of request of guarantee of reservation of the Lodging Services and: (ii) the consultation and the acceptance of the General Conditions and of the Particular Conditions relative to the reservation before its validation by the Customer;

- Step 6: HORSTEL takes into account the reservation of the Service(s);

- Step 7: an email confirming the reservation of the Service(s) is sent to the Customer summarizing the Service(s) reserved, the price(s), the Special Conditions accepted by the Customer, the date of the reservation, the information relating to the after-sales service and access to the General Conditions as well as the address of the Establishment to which the Customer may submit his complaints.

Any reservation is deemed to have been made as soon as the Client clicks on the "Finalize your reservation" page (i) in the case of a prepaid reservation, on the "Pay" button or (ii) in the case of a reservation to be paid for at the Establishment, on the "Confirm" button.

The Customer may make a reservation for HORSTEL Services on behalf of another person or persons, up to a maximum of 7 (seven) rooms. Beyond that, the reservation made by the Customer will be subject to the following conditions

Hôtel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z

3.2 BOOKING OF PARTNER SERVICES

Reservations made by the Customer via the Partner Services are made through the website and mobile services of each Partner. The reservation is made directly between the Customer and the Partners, following the steps of the website and mobile services of the Partners.

ARTICLE 4. PRICE AND PAYMENT

4.1 General provisions

The Client provides his payment data either (i) to prepay the reservation before the stay, (ii) or as a guarantee of the reservation, (iii) or as part of the online check-out procedure offered as part of the Online Registration Service as described in paragraph 4.4 below, by indicating directly, in the area provided for this purpose (secured entry by SSL encryption) when it is a bank card, the bank card number, without spaces between the digits, as well as its date of validity (it is specified that the bank card used must be valid at the time of the stay) and the visual cryptogram within the framework of a prepayment via the payment platforms mentioned below.

HORSTEL has chosen CLICK AND PAY to secure online payments by credit card. The Customer's payment card is subject to a validity examination by these partners and can be refused for several reasons: stolen or blocked card, ceiling reached, input error etc. In the event of a problem, the Customer must contact his bank on the one hand, and the Establishment or any other entity on the other hand, to confirm his reservation of the Service and his method of payment.

The online payment methods (cards, wallet, etc.) available and mentioned on the payment page of the Site, can be Visa and Mastercard, American Express, JCB, Diners, China UnionPay, Post Finance, ELO, Bancontact, Sofort, iDeal, Przelewy24, PayPal, Alipay, WeChat, Sharegroop, Banque Casino. This list is subject to change.

In case of payment to the Hotel or any other entity, each Hotel or any other entity may accept different means of payment but the Customer must present to the Hotel the bank card that enabled him to guarantee the reservation or to make the booking. Hotel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z prepayment. The Establishment may also ask the customer to present an identity document in order to prevent fraud
for the purpose of preventing credit card fraud.

An invoice will be sent in electronic format to the e-mail address provided by the Client at the time of reservation; if the Client wishes to receive an invoice in paper format, he/she must expressly request it from the Establishment concerned.

4.2 Bank guarantee

The guarantee of the reservation by credit card means that the Client's payment details are taken at the time of reservation. The Client's credit card is not debited and the payment of the stay is made directly to the Establishment on the day of arrival or departure, depending on the Establishment, unless the Client does not show up at the Establishment and has not previously cancelled the reservation in accordance with the cancellation conditions of the reserved rate.

4.3 Reservation - Deposit

The client must confirm his reservation before the end of the option by mail or email, accompanied by a deposit by check or credit card equivalent to 40% of the amount of the stay. In the absence of payment, the establishment does not confirm the reservation and does not guarantee the availability of the reserved spaces/rooms.

4.4 No-show of the Customer

If the Customer fails to show up on the first day of his or her reservation for an Accommodation Service, the Customer's reservation will be cancelled in its entirety and the Facility will release the reserved Accommodation Services for sale:

• In the event that the reservation that is the subject of a no-show is a non-cancellable and/or non-exchangeable and/or non-refundable reservation, the Establishment will retain, as a deposit within the meaning of Articles 1590 of the Civil Code and L 214-1 of the Consumer Code in their current versions, the total amount paid by the Client at the time of the reservation.
• In the event that the no-show reservation is a cancelable and/or exchangeable and/or refundable credit card reservation, the Facility will charge the credit card provided at the time of reservation for the first night reserved, including tax. Additional nights (beyond the first night) will be cancelled without charge. The Customer is informed that in such a case, Hotel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z the Establishment will put its rooms back on sale. The Customer will not be entitled to any refund or compensation.
  At the time of prepayment of a non-cancellable / non-exchangeable / non-refundable reservation, the amount of the deposit that is debited includes the total amount indicated at the time of the reservation and, if applicable, the price of the options selected by the Client, as described in article 4.1 above.

ARTICLE 5 : ORGANIZATION OF THE RESERVATION

• Rooms: The rooms will be made available to the beneficiaries from 3 pm and must be vacated on the day of departure by noon at the latest. Any delay beyond this time may result in the invoicing of an additional night.
• Breakfast: the client can cancel the number of breakfasts at the latest the day before, deadline 8 pm. After this time, the hotel reserves the right to charge for breakfast even if it is not consumed.
• No-shows: No-shows (services ordered but not cancelled) will be charged on the basis of the entire stay.

ARTICLE 6 : LONG STAY

In case of a long stay (more than one week), an invoice will be established per week and will be the subject of a summary invoice at the end of the stay.

ARTICLE 7: CANCELLATION OR MODIFICATION OF A SERVICE RESERVATION

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

Reservations with prepayment are not subject to change and/or cancellation. Deposits (sums paid in advance) will not be refunded. In this case, it is mentioned in the Special Conditions.

When the Conditions allow it (7.2) : Hôtel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z

• The cancellation of a reservation for a Service can be made directly on the Site via the "Consult or cancel your reservation" section;
• Changes to the reservation of a Service can be made directly with the Establishment, whose contact information, including telephone number, is specified on the confirmation of the reservation sent by e-mail.

In case of interruption of a Service due to the Customer, the full amount of the agreed price will be collected. In the case of reservations with prepayment before the stay, no refund will be granted.

In the case of an Accommodation Service, unless expressly stipulated otherwise, the Customer must leave the room of the Establishment before the time indicated by the Establishment, at the latest by 12.00 noon on the day of the end of the reservation. Failure to do so will result in an additional night's stay.

7.1 Modification

Any request for a change in services in relation to the reservation made must be sent in writing to the establishment. The modification can only be accepted and confirmed according to the availability of the establishment at the time of the request.

7.2 : Total or partial cancellation

Total cancellation: The change of date of the stay is considered as a total cancellation and gives rise to the application of the cancellation conditions.

Up to 7 days before the beginning of the stay and whatever the reason, the deposit will be refunded.

Less than 7 days to 24H of the date of arrival, the deposit will be kept and used for a next stay in the calendar year.

After this period, the reservation becomes a "no-show" (service ordered not cancelled or cancelled within 24 hours of arrival), the full amount of the stay will then be requested.

In case of force majeure (accident, death, medical reasons...), the hotel will refund the amount of the deposit paid, upon presentation of a receipt.

Partial cancellation: Hotel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z

In the case of a shortened stay, a shifted arrival date, a modified number of persons or any other fact modifying the original reservation contract, the deposit paid will not be refunded nor deducted from the invoice, as it constitutes a means of cancellation. The balance of the stay initially reserved will be requested.

ARTICLE 8. COMMITMENTS AND RESPONSIBILITY OF THE CLIENT

Customer is solely responsible for its choice of Services on the Site and their suitability for its needs, such that HORSTEL cannot be held liable in this regard.

Customer is also solely responsible for the information provided at the time of account creation and/or any Service reservation. HORSTEL shall not be liable for any erroneous or fraudulent information provided by Customer. In addition, Customer is solely responsible for the use of its account and any reservation made, both on its own behalf and on behalf of third parties, including minors, unless it can demonstrate fraudulent use not resulting from any fault or negligence on its part. In this respect, HORSTEL shall be immediately notified of any misappropriation or fraudulent use of its e-mail address to the customer service department whose contact details are specified in Article 9.

The Customer undertakes to use the Site and the Services offered therein in compliance with the applicable regulations and the present General Conditions. In the event of Customer's failure to comply with its obligations under the present General Conditions, Customer shall be liable for any damage caused by it to HORSTEL or to third parties. In this respect, Customer undertakes to guarantee HORSTEL against all claims, actions or recourses of any kind that could result from it and to compensate it for all damages, costs or indemnities whatsoever relating to it.

The Customer, in particular, undertakes by making a definitive reservation of a Service, to pay the price and to respect the Special Conditions relating thereto. Indeed :

• Any reservation or payment that would be irregular, inoperative, incomplete or fraudulent for a reason attributable to the Customer will result in the cancellation of the reservation of the Service at the expense of the Customer, without prejudice to any action that HORSTEL could take against the latter
• The Client shall not invite to the Facility any person whose conduct may be detrimental to the Facility.
• The Customer shall not bring into the Facility (rooms and common areas) any food or beverages from outside sources, unless clearly authorized by the Facility in advance.
• The Client must not smoke in the common areas of the establishment and may only smoke in the rooms that have been classified as "smoking rooms" and reserved in advance in Hotel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z as such. Some establishments are 100% non-smoking, which means that in this case, it is forbidden to smoke in the establishment, including in the rooms.
• Customer shall not disrupt the operation of the Facility and shall not jeopardize the safety of the Facility or persons therein.
• More generally, any behavior contrary to public morality and order within the Establishment, as well as failure to comply with the Establishment's internal regulations, will lead the Director of the Establishment 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. In the event that no payment has been made, the Client must pay the price of the Services consumed before leaving the premises.
• Minors may only stay at a Facility when accompanied by an adult with personal identification. If the accompanying adult is an adult other than the parents, he or she must have parental permission from the child's parents. The school may ask for this information.
• The Customer also undertakes to ensure that the computer resources made available by the Establishment (in particular the WiFi network) are not 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 by a related right, 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, when such authorization is required. The Client is also required to comply with the security policy of the Institution's Internet access provider, including the rules for using the security measures implemented to prevent the illicit use of computer resources, and to refrain from any act that would undermine the effectiveness of these measures.
• Customer shall be responsible for all damages caused by Customer and/or Customer's guests on the Premises and shall bear all costs incurred as a result of such damages and/or failure to comply with the above rules. HORSTEL reserves the right to intervene if necessary and take any appropriate action against Customer.

7. HORSTEL'S COMMITMENTS AND LIABILITY

HORSTEL undertakes, within the framework of an obligation of means, to provide access to the Site and to the proposed Services in compliance with the General Conditions and to act with diligence and competence and to make every effort, within reasonable limits, to remedy any malfunction brought to its attention.

Hôtel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z

However, HORSTEL may be obliged to suspend the Site temporarily without notice, in particular for technical maintenance reasons, without this entailing its liability.

The Customer acknowledges and accepts that HORSTEL cannot be held responsible for any inconvenience or damage related to the use of the Internet network, including but not limited to

• the incorrect transmission and/or reception of any data and/or information on the Internet;
• failure of any receiving equipment or communication lines;
• any malfunction of the Internet network preventing the proper functioning of the Site and/or the reservation of Services.

The Site can refer to hypertext links of other websites published and managed by third parties for which HORSTEL releases any responsibility as for the contents of these websites and the services which are proposed there. In this respect, it is pointed out that the partners are responsible for the promotion of the offers published on their own web sites. The decision to consult third party websites is therefore the full and entire responsibility of the Customer.

The Customer acknowledges and accepts that in the event of a dispute and/or complaint relating to a stay at an Establishment or the reservation of a HORSTEL Service, the Customer undertakes to contact exclusively the operating company of the Establishment concerned and that, in this respect, the Customer may not in any way seek the liability of HORSTEL or any company in the HORSTEL group for failings attributable to the Establishment. Information about the Venue is available (i) in the booking confirmation e-mail and (ii) on the Venue's profile on the Site.

ARTICLE 8: ACCOMMODATION AND FORCE MAJEURE

Neither party shall be liable to the other party in the event of non-performance of its obligations resulting from force majeure. It is expressly agreed that force majeure suspends, for the parties, the performance of their mutual obligations and that each party shall bear the costs arising therefrom.

In the event of force majeure, the establishment reserves the right to accommodate participants in whole or in part in a nearby hotel of equivalent category for services of the same nature, the costs inherent in the transfer remaining at the expense of the establishment, which may not be sought for payment of any additional compensation.

Hôtel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z

ARTICLE 9 : PRICES

The rates are expressed in euros including all taxes. The rates confirmed on the reservation request are firm until the date of the end of the option exercise. After this period, they may be modified according to economic conditions. The applicable rates are those in effect on the day of the service. They may be modified in the event of legislative and/or regulatory changes likely to lead to price variations such as: modification of the applicable VAT rate, introduction of new taxes, etc.

ARTICLE 10 : PROMOTIONAL STAY, PREPAID

The promotions only on Internet are not cumulative, not modifiable, nor cancellable and are valid at the price and dates indicated. Special conditions: the customer's credit card information is required to benefit from these promotions. Any modification or cancellation is impossible after the reservation. In case of cancellation, the total amount of the package is due.

ARTICLE 11 : PAYMENT METHOD

The terms of payment of the price are as follows: At the end of your stay, the deposit will be deducted from the final invoice, for the period initially planned. The balance invoices are payable on the day of departure. Unless otherwise agreed, no delay in payment is granted. The payment of extras (laundry, drinks, telephone, tourist tax...) claimed to the participants, will be ensured by the participants concerned before their departure. In the absence of payment, the invoice will be sent to the client who undertakes to pay it at the reception.

Any delay in payment will give rise to the invoicing of late penalties equal to one and a half times the legal interest rate in force without prior notice.

ARTICLE 12 : INSURANCE - DAMAGE - BREAKAGE - THEFT

The client must ensure the custody of his goods and materials. A safe is available in the room. The client must inform the establishment of any damage caused by him. The client is responsible for all damages caused by his intermediary and undertakes, in case of damage to the premises (room, common areas such as swimming pool, jacuzzi, garden, lounge, sanitary facilities) to bear the costs of repair.

Hôtel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z

ARTICLE 13. CONTACT, CUSTOMER SERVICE AND COMPLAINTS

- To make a reservation for a Service available on the Site, the Customer may contact our reservation center from Monday to Sunday, from 8:00 a.m. to 10:00 p.m. (Paris time), at 04 94 41 38 38
- For all questions related to the proper execution of a Service booked on the Site (requests for additional information, modification or cancellation of a reservation), the Customer is invited to contact the Establishment concerned directly: the contact details of the Establishment are indicated (i) in the e-mail and on the reservation confirmation page and (ii) on the Establishment's file on the Site.
- For any remarks and/or complaints relating to a reservation of a Service on the Site (complaint, non-performance or poor performance of the Service), the customer service department is at your disposal:
- By telephone, Monday to Friday, from 8:00 a.m. to 7:00 p.m. (Paris time), at 04 94 41 38 38. (free service and call);
- On the internet, where a contact form is available;
- By mail, to the following address Le Lodge des Iles d'Or - Service réclamation - 4205, Route de Giens, 83400 Hyères les Palmiers. To facilitate the processing of complaints, it is recommended that complaints concerning the non-performance or poor performance of the Services be sent to the customer service department in writing within eight (8) days of the date on which the Service was performed.

Hôtel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z

In its relations with the customer service, the Customer commits himself to remain courteous and not to formulate derogatory remarks in particular towards HORSTEL, or its employees or collaborators, in the respect of the rules of good sense and politeness. HORSTEL reserves the right to take any appropriate action against Customer in the event of prejudicial or reprehensible behavior (in particular untoward, malicious or insulting) towards HORSTEL, its employees or collaborators.

ARTICLER 14. PERSONAL DATA

When the Customer uses the Site, in particular when he/she makes a reservation, HORSTEL implements personal data processing under the conditions described in the "Personal Data Protection Charter" accessible in the "Personal Data" section of the lower banner of the Site or by clicking on the following link: "Personal Data Protection Charter"https://www.lelodgedesilesdor.com/protection-des-donnees/

The Customer is informed, on each of the personal data collection forms, of the mandatory or optional nature of the answers and information by the presence of an asterisk. Failure to provide information identified as mandatory may result in HORSTEL not being able to register a reservation, manage the Customer's participation in the loyalty program and handle the Customer's complaints.

Thus, the information collected within the framework of the Customer's reservation is intended for HORSTEL, its entities, its partners, its service providers (in particular online payment service providers) and the Establishments for the needs of the execution of the reservation or the taking of pre-contractual measures. As long as the guarantees provided for by the applicable regulations have been put in place, the Customer's data may be transferred from Europe to countries that do not ensure, from the European Union's point of view, an equivalent level of data protection.

In order to secure the payment operations, HORSTEL implements in particular a personal data processing intended to determine the level of risk of fraud associated with each transaction. Fraudulent use of a payment means generating a payment default may lead to the registration of the Customer in HORSTEL's incident file, which may lead HORSTEL to block future payments or to carry out additional controls.

The Customer may at any time exercise his rights under the regulations on the protection of personal data. All the useful information for this purpose is indicated in the "Personal Data Protection Charter".

Hôtel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z

ARTICLE 15 MISCELLANEOUS

The entry of the required banking information and the acceptance of these General Conditions and Special Conditions by electronic means constitutes an electronic contract between the parties which is proof between the parties of the reservation of the Service and of the payability of the sums due in execution of the said reservation.

The authentic language is French. If the General Conditions are translated into a foreign language, the French language will prevail over any other translation in case of dispute, litigation, difficulty of interpretation or execution of the present conditions and more generally concerning the relations existing between the parties.

Customer acknowledges and agrees that HORSTEL may assign the present General Terms and Conditions and all rights and obligations attached thereto to any third party without Customer's prior written consent. Customer agrees that such assignment shall release HORSTEL for the future. Customer may not assign the General Terms and Conditions or the rights and obligations attached thereto to any third party without the prior written consent of HORSTEL.

In accordance with article L.223-1 of the French Consumer Code, consumers who do not wish to be the subject of commercial prospecting by telephone can register free of charge on a telephone prospecting opposition list. This list is accessible via the following site: www.bloctel.gouv.fr.

16. APPLICABLE LAW AND DISPUTE RESOLUTION

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

The Customer is informed by HORSTEL of the possibility of resorting, in the event of dispute relating to the present General Conditions, to a conventional mediation procedure or any other alternative mode of settlement of the disputes, under the conditions envisaged in Title I of Book VI of the Code of consumption.

After having referred the matter to the customer service department or the Establishment in an attempt to resolve the dispute amicably, and in the event of a negative response or in the absence of a satisfactory response within sixty (60) days from the date of referral, the Customer may refer the matter to the Tourism and Travel Ombudsman at the following postal address

Médiateur du Tourisme et Voyage Hôtel *** HORSTEL des Iles d'Or 4205, Route de Giens, 83400 Hyères les Palmiers - tel 04.94.41.38.38 e-mail: reception@lelodgedesilesdor.com - Website: www.lelodgedesilesdor.com - HORSTEL operating company - RCS TOULON- SIRET 307500751 - VAT FR61307500751 - CODE NAF 5510 Z BP 80303 75823 Paris Cedex 17 Website: www.mtv.travel

- The procedures for contacting the Mediator and his contact details are available by clicking on the following link: How to contact the Tourism and Travel Ombudsman, which can be found in the Reservations tab of the "help and assistance" section, or on the website www.mtv.travel

- The Mediator may be contacted within twelve (12) months of the first complaint.

- The form for contacting the Mediator is available at the following link: Form to refer to the Tourism and Travel Ombudsman.

HORSTEL also informs the Customer of the existence of a European Online Dispute Resolution ("ODR") platform to which the Customer may have recourse. The Customer can access it from the following link:

https://ec.europa.eu/consumers/odr/.

Updated to November 10, 2022