GENERAL TERMS OF SERVICE

ARTICLE 1 – Scope of application

These General Terms of Service govern, without restriction or reservation, any reservation made with Domaine Ribiera, a 5★ Hotel, SPA & Golf Resort, whether it concerns hotel stays or additional services (SPA, restaurant, golf, tourist services).

Any reservation implies the Client’s full and complete acceptance of these Terms.

The Client acknowledges:

having the legal capacity to contract;

booking for personal needs and not for commercial purposes.

The Client is informed that Domaine Ribiera enters into partnership agreements with third-party travel providers in order to allow the Client, when using the services offered by these partners on their websites, to search for, select, and book rooms at Domaine Ribiera. Any hotel room reservation made under these conditions implies the Client’s full and unreserved consultation and acceptance of the provider’s specific conditions, the sales conditions of the booked rate, and the present General Terms of Sale. The Client declares having obtained from Domaine Ribiera all necessary information available on the website.

These General Terms of Sale are accessible at any time on Domaine Ribiera’s website and shall prevail, where applicable, over any other version or contradictory document. Unless proven otherwise, the data recorded in Domaine Ribiera’s computer system constitutes proof of all transactions concluded with the Client. Thus, entering banking information, accepting the General Terms of Sale, the sales conditions of the rate, or the reservation request, between Domaine Ribiera and the Client, has the same value as a handwritten signature on paper. The computerized records kept in Domaine Ribiera’s information systems will be stored under reasonable security conditions and considered proof of communications, orders, and payments made between Domaine Ribiera and the Client.

The Client is informed that his/her IP address is recorded at the time of booking.

In accordance with the French Data Protection Act of January 6, 1978, the Client has, at any time, the right to access, rectify, and oppose all of his/her personal data by writing to Domaine Ribiera.

Validation of the reservation of Services by the Client constitutes acceptance, without restriction or reservation, of these General Terms.

The Client acknowledges having the required capacity to contract and acquire the Services offered on Domaine Ribiera’s website.

These General Terms of Sale may be subject to subsequent modifications; the version applicable to the Client’s purchase is the one in force on the website on the date of reservation.

These General Terms of Sale apply for the entire period during which the services offered by Domaine Ribiera are available online on its website.

2. RÉSERVATIONS

Reception & telephone service

Reception desk: from 8:30 a.m. to 8:00 p.m.

Telephone service: from 9:00 a.m. to 9:00 p.m.

Arrivals and departures

Check-in: Guests may enjoy the estate’s activities from 11:00 a.m. onward; rooms will be ready from 4:00 p.m. If available earlier, the Client may access the room sooner. The latest standard arrival time is 8:00 p.m. After this time, it is considered a late arrival.

Late arrival: possible until 10:00 p.m. upon prior request and confirmation from the hotel. After this deadline, the room will automatically be canceled and released for sale. No refund will be possible.

Check-out: before 11:00 a.m. on the day of departure. Guests may continue to enjoy the estate’s activities until 4:00 p.m. Any late check-out may result in additional charges.

Online booking process

Booking on Domaine Ribiera’s website includes the following steps: selection of services, summary, entry of personal details and banking data, acceptance of the general conditions, then confirmation sent by email.

Reservations via partners or agencies are subject to their own specific conditions, in addition to the present ones.

3. PRICE AND PAYMENT

Prices related to the booking of Services are indicated before, during, and after the reservation process.

For Accommodation Services, prices are quoted per room, for the number of persons and the selected dates.

At the time of booking confirmation, the total price is indicated to the Client in euros, inclusive of taxes.

If payment of the total price of the reservation is processed at the Establishment in a currency other than that confirmed at the time of booking, exchange fees are the responsibility of the Client.

If a currency conversion appears on the website, it is provided for informational purposes only and is non-contractual, particularly due to possible exchange rate fluctuations between the booking date and the Client’s stay. Based on the total price in euros, the conversion is made according to the exchange rate of the day.

The tourist tax, presented during the booking process, must be paid directly on site.

Certain promotional offers are only available on the website, sold exclusively online, and cannot be obtained at the hotel reception.

Payment

The Client provides payment details either to prepay the reservation prior to the stay or as a guarantee of the reservation, directly in the designated secure area (SSL encryption).

An invoice will be sent in electronic format to the email address provided by the Client during the reservation; if the Client wishes to receive a paper invoice, this must be expressly requested at reception.

Bank guarantee

Upon arrival, a bank imprint will be taken in order to cover possible expenses (restaurant, bar, minibar, spa, extras).

No-show

In the event of the Client’s no-show on the first day of reservation, the reservation will be fully canceled, and the Establishment will release the booked Services for sale.

Domaine Ribiera will retain, as a deposit under articles 1590 of the French Civil Code and L 214-1 of the Consumer Code, the entire amount paid by the Client at the time of booking. The Client shall not be entitled to any refund or compensation.

4. CANCELLATION OR MODIFICATION OF THE RESERVATION OF A SERVICE

The Client is reminded that he/she does not benefit from 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 same Code, which excludes this right for contracts relating to accommodation and/or wellness services to be provided on a specific date or period.

Reservations may be modified at the Client’s request, subject to Domaine Ribiera’s express agreement and according to the financial conditions of the new period.

If the Client has subscribed to the free cancellation offer 15 days before arrival, the Client must request cancellation and refund by email before the 15th day prior to arrival. Only the confirmation of receipt and acknowledgment issued by Domaine Ribiera shall serve as proof.

Deposits (amounts paid in advance) are non-refundable, except under the free cancellation option 15 days before arrival and in compliance with its conditions.

In the event of an interruption of a Service by the Client, the full agreed price will be due.

5. CUSTOMER COMMITMENTS AND RESPONSIBILITY

The Client is solely responsible for his/her choice of Services on the website and their suitability for his/her needs; Domaine Ribiera cannot be held liable in this regard.

The Client is also solely responsible for the information provided when booking a Service. Domaine Ribiera cannot be held liable in the event of erroneous or fraudulent information provided by the Client.

Any reservation or payment that is irregular, incomplete, inoperative, or fraudulent for reasons attributable to the Client will result in cancellation of the Service at the Client’s expense, without prejudice to any further legal action Domaine Ribiera may initiate.

The Client may not invite any person to the Establishment whose behavior could be prejudicial to it.

The Client may not bring food or beverages from outside into the Establishment (rooms and common areas), unless clearly authorized by the Establishment in advance.

The Client may not smoke in any area (rooms, common areas, etc.), except in designated smoking areas.

The Client may not disrupt the operation of the Establishment or compromise the safety of the Establishment or its occupants.

More broadly, any behavior contrary to good morals and public order within the Establishment, as well as failure to respect the Internal Regulations, will result in the hotel management and/or any service provider asking the Client to leave the premises without any indemnity and/or refund if payment has already been made. If no payment has yet been made, the Client must settle the cost of Services consumed before leaving the premises.

Minors may only stay in the Establishment if accompanied by an adult and carrying personal identification. If the accompanying adult is not the parent, he/she must have written parental authorization. The Establishment may request these documents.

The Client also undertakes not to use the IT resources made available by the Establishment (including Wi-Fi) for the reproduction, representation, distribution, or communication to the public of works or objects protected by copyright or related rights without the authorization of the right holders. The Client must comply with the Internet service provider’s security policy, including the rules on protective measures to prevent unlawful use of resources, and refrain from any action that may undermine their effectiveness.

The Client is responsible for any damage caused by him/her and/or his/her guests within the Establishment and bears all costs resulting from such damage and/or breach of the above rules. Domaine Ribiera reserves the right to intervene if necessary and to take any appropriate measures against the Client.

6. COMMITMENTS AND RESPONSIBILITY OF DOMAINE RIBIERA

Domaine Ribiera undertakes, under a best-efforts obligation, to provide access to the website and Services in compliance with the General Terms and to act diligently and competently, making all reasonable efforts to remedy any malfunction reported to it.

However, Domaine Ribiera may be obliged to temporarily suspend the website without notice, notably for technical maintenance reasons, without incurring liability.

The Client acknowledges and accepts that Domaine Ribiera 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 over the Internet;

failure of any receiving equipment or communication lines;

any Internet malfunction preventing the proper functioning of the website and/or Service reservations.

The website may include hyperlinks to other websites managed by third parties, for which Domaine Ribiera disclaims any responsibility concerning their content and services. In this respect, partners are responsible for promoting the offers published on their own websites. The decision to access third-party websites lies solely with the Client.

7. FORCE MAJEURE AND DISLOCATION

Neither party shall be held liable to the other in the event of non-performance of their obligations resulting from force majeure. It is expressly agreed that force majeure suspends the performance of reciprocal obligations, and each party bears the costs resulting therefrom. Force majeure cases include those customarily recognized by the French Supreme Court (Cour de cassation). If force majeure lasts for more than thirty (30) days from its occurrence, these General Terms may be terminated by either party without compensation.

In case of force majeure, exceptional event, or impossibility to provide the Service (in particular, making the reserved room available), the Establishment reserves the right to relocate the Client, in whole or in part, to a 4★ or 5★ hotel or provide an equivalent Service.

8. CONTACT, CUSTOMER SERVICE AND COMPLAINTS

To make a reservation, the Client may contact the estate from Monday to Sunday, from 9:00 a.m. to 9:00 p.m. (Paris time), at +33 4 65 100 900.

For any questions regarding the proper execution of a reserved Service (additional information, modification, or cancellation), the Client is invited to send an email to reservation@ribiera.fr

For easier handling of claims, it is recommended to send them in writing within eight (8) days after the date of the Service.

In relations with Domaine Ribiera, the Client undertakes to remain courteous and not to make disparaging remarks about Domaine Ribiera, its employees, or collaborators, in accordance with basic rules of respect and politeness. Domaine Ribiera reserves the right to take any appropriate measures against the Client in case of harmful or reprehensible behavior (notably offensive, malicious, or insulting) toward Domaine Ribiera or its staff.

MEDIATION

If, within 60 days of sending your complaint to Domaine Ribiera, you consider the response unsatisfactory, you may refer the matter to our mediator, available via this link: https://www.cm2c.net

Mediation may be sought within 12 months of sending your complaint.

9. Vouchers and gift boxes

- To make a reservation, the Client must do so directly on the Ribiera estate website