Auvergne chalets sancy
General Terms and Conditions of Sale
Please read the following General Terms and Conditions of Sale carefully. Booking a stay implies full acceptance of these terms and conditions.
Booking conditions
The rental is personal. Subletting or transferring the accommodation to a third party is prohibited. The booking becomes effective only with the approval of the Residential Leisure Park (PRL), after receipt of the deposit and either receipt of the duly completed and signed booking contract or acceptance of the General Terms and Conditions of Sale when booking online. The Auvergne Chalets Sancy Residential Leisure Park (ACS) offers stays intended for families in the traditional sense, and its accommodation has been specifically designed for this purpose. Auvergne Chalets Sancy reserves the right to refuse any booking that is contrary to this principle or attempts to circumvent it. Minors must be accompanied by their parents or legal guardians.
Before returning the contract, please check availability with the PRL booking department.
Rental accommodation
The rental accommodation is fully equipped. The standard occupancy package is for 2 to 6 people. As specified in our brochure and on our website, each accommodation unit is designed for a specific number of people. For safety and insurance reasons, the maximum number of occupants may not be exceeded. Babies are considered full occupants. ACS reserves the right to refuse access to the PRL to groups or families arriving with more people than the capacity of the rented accommodation. Please remember to bring your own duvet covers, fitted sheets and pillowcases if you do not wish to rent them. Under no circumstances is it permitted to sleep directly on the mattress protectors or duvets. Animals, including dogs, cats and rabbits, are strictly prohibited inside the rental accommodation, outdoors within the PRL and inside vehicles. We reserve the right to refuse access to the rental accommodation to families arriving with an animal.
Group bookings
Any booking of more than 4 accommodation units made by the same individual, or by different individuals who know each other and are travelling together for the same purpose and during the same stay dates, is considered a group booking. Our accommodation is intended exclusively for individual customers. For any group booking request, you must contact us by telephone, email or through our “Contact us” section. We reserve the right to review the booking request before accepting or refusing it.
Rates and tourist tax
The prices shown are per night and are stated in euros. They are per night and are stated in euros, including VAT at the rate of 10%. Any subsequent change to the applicable VAT rate occurring between the date on which the rates were determined and the invoicing of the stay will result in a corresponding change to the price inclusive of VAT, which the Customer accepts without reservation.
The tourist tax is €0.60 per person over the age of 18.
Electricity allowance
An electricity allowance of 10 kWh per day and per chalet is included in order to encourage customers to manage their electricity consumption responsibly. The chalets are equipped with individual meters, and the meter readings are recorded during the check-in and check-out inspections. Any additional kWh consumed will be charged at the price paid by ACS at the time of the contract.
Payment conditions
For bookings made more than 30 days before the beginning of the stay, a deposit of 30% of the total price of the booked services, subject to a minimum payment of €130, must be paid at the time of booking. The remaining balance must be paid no later than 30 days before arrival.
For bookings made less than 30 days before the beginning of the stay, the full price of the stay must be paid on the booking date. Similarly, for any stay of fewer than 7 days, the full amount will be requested at the time of booking. Accepted payment methods are bank cards, Visa, Eurocard, Mastercard, bank cheques issued in euros and payable in France, bank transfers and French holiday vouchers. If full payment has not been received 30 days before your arrival, ACS reserves the right to consider the booking cancelled. Any payments already made will not be refunded.
No right of withdrawal
In accordance with Article L221-28 of the French Consumer Code, ACS informs its customers that the sale of accommodation services provided on a specific date or according to a specified schedule is not subject to the provisions governing the 14-day withdrawal period.
Your stay
Arrival and departure are possible on the day of your choice, except during July and August. The compulsory minimum length of stay varies depending on the period and type of accommodation. Further details are available in our brochure and on our website.
- Arrival
For all rental accommodation, arrivals are between 4:00 p.m. and 7:00 p.m. Departures must take place before 10:00 a.m. Security deposits will be requested when the keys are handed over. Cars must be parked in the car park near reception. Driving to the rental accommodation is prohibited. A trolley may be made available to help you transport your personal belongings.
Any late arrival must be reported before 6:00 p.m. so that the PRL can make the necessary arrangements. To arrive in the morning, you must book the previous night. Any delay beyond the scheduled arrival time must be reported so that the accommodation can be held for you. The manager reserves the right to make the accommodation available to another customer if no information has been received within 24 hours of the scheduled arrival date. Any payments already made will not be refunded.
Any change in the number of occupants that may result in an increase or reduction in the amount payable must be reported upon arrival, including tourist tax or an additional person beyond the standard capacity of the accommodation. In the event of an inaccurate declaration by the Customer, this contract will be terminated automatically and all sums paid will be retained by the accommodation provider.
The PRL reserves the right to refuse access to anyone arriving with more participants than the number included in the selected package or the capacity of the rented accommodation, or where the names provided do not match the people arriving.
- During your stay
It is the Customer’s responsibility to ensure that they are adequately insured. The Customer is responsible for supervising their personal belongings, including bicycles. The PRL accepts no liability for incidents falling within the Customer’s civil liability.
All customers must comply with the provisions of the internal rules. Each named tenant is responsible for any disturbance or nuisance caused by the people staying with them or visiting them.
- Visitors
For safety reasons, visitors must register at reception as soon as they arrive and before visiting a resident. Management reserves the right to refuse access to the PRL to anyone who has not registered.
Additional charges: any undeclared additional service or occupant, including an additional person or a dog, discovered during an inspection carried out during the stay will be charged to the Customer from the date of arrival.
- Departure
On the departure date indicated in your contract, the rental accommodation must be vacated before 10:00 a.m., following an appointment made with reception. The accommodation must be returned in a perfectly clean condition. The inventory may be checked, and the Customer will be charged for any broken or damaged item and for any necessary restoration work.
The security deposit will be returned at the end of the stay, less any amounts retained for damage identified during the check-out inspection and supported by the relevant invoices. Retention of the security deposit does not exclude additional compensation where the costs exceed the amount of the deposit.
If the accommodation has not been cleaned before your departure, a minimum cleaning charge of €100 will be requested. For any departure outside reception opening hours, a cleaning charge of €100 will be requested.
For any delayed departure, an additional day may be charged at the applicable nightly rate.
Security deposits
For rental accommodation, a security deposit of €800 is requested upon arrival to cover any damage to the accommodation and any cleaning costs at the end of the stay. The deposit will be returned on the day of departure following the check-out inspection. Under no circumstances will the accommodation keys be handed over without payment of the required security deposit.
Cancellations and amendments
- Amending your booking
The Customer may request a change to the dates of their stay by submitting a written request to the PRL by post or email. Any change is subject to availability and operational possibilities. No booking may be postponed to the following season. Customers are advised that, where a stay is amended, they will not be eligible for any promotional offers introduced after their original booking. The date of the original booking will prevail. If no amendment is possible, the Customer must either complete the stay under the original booking conditions or cancel it in accordance with the cancellation insurance terms.
Any request to extend the duration of your stay will be subject to availability and the rates applicable at that time.
Any request to reduce the duration of your stay will be considered a partial cancellation and will be subject to the terms governing cancellations and interrupted stays.
If we do not receive a message from you informing us that your arrival date has been postponed, the accommodation may be made available for sale again 24 hours after the arrival date stated in the contract. You will consequently lose the benefit of your booking.
- Unused services
Any stay that is interrupted or shortened by the Customer, including as a result of a late arrival or early departure, will not give rise to any refund, regardless of the reason given.
- Cancellation by ACS
If the stay is cancelled by the PRL, the full price of the stay will be refunded, except in cases of force majeure. However, such cancellation will not give rise to the payment of any damages or compensation.
- Cancellation by the Customer
Any booking cancellation must be submitted to ACS in writing.
If the cancellation occurs:
More than 30 days before the beginning of the stay: the deposit will be retained as compensation.
Fewer than 30 days before the beginning of the stay: 100% of the total price of the stay will remain payable and no refund will be granted.
Internal rules — extract
The Customer is required to comply with the internal rules of the PRL.
TOILETS
PARKING: All cars must be parked in the car park. Vehicles are not permitted to travel along or park on the access road leading to the chalets. A maximum of two parking spaces is permitted per rental accommodation. Any additional vehicle will not be permitted within the PRL.
SPA: Access to the wellness area is regulated and is available only by booking a one-hour time slot at least 24 hours in advance. No more than 6 people are permitted in this area at the same time. Swimming briefs or swimming trunks are compulsory. Guests are prohibited from changing the settings of the different appliances. Only the site manager or a person representing the manager is authorised to do so. Drinking, eating and smoking within the wellness area are prohibited.
BARBECUE: For safety and insurance reasons, using a wood-fired, gas or electric barbecue, including a portable barbecue, on or near the chalet terraces is prohibited. A barbecue area located immediately before the car park is available for your use. You must respect the area and leave it in a clean condition at all times. Cleaning the cooking grill after use is compulsory. Use of the charcoal barbecue is subject to booking. For any other cooking equipment, you must consult the manager, who alone is authorised to approve or refuse its use.
VISITORS: Visitors must report to reception upon arrival. Visitors are admitted between 11:00 a.m. and 10:30 p.m. Any abuse by visitors or tenants receiving visitors may result in their removal from the PRL.
TRAFFIC: The speed limit is 10 km/h. The entrance barrier is closed between 11:00 p.m. and 7:00 a.m.
NOISE: All customers must respect quiet hours between 11:00 p.m. and 7:00 a.m. If a Customer disrupts the stay of other guests, fails to comply with the internal rules or provides false information concerning the occupants of the rental accommodation, the manager or the manager’s representative may, verbally or in writing and where considered necessary, formally request that the disturbance cease. In the event of a serious or repeated breach of the internal rules, and after the Customer has been formally requested by the manager to comply with them, the manager may terminate the contract. In the event of a criminal offence, the manager may contact the police or other law-enforcement authorities.
Responsibility of the contracting Customer
The Customer named in the accommodation booking form undertakes to use, and to ensure that the people accompanying them use, the park’s equipment and facilities in accordance with their intended purpose and normal conditions of use. In particular, the Customer undertakes to leave the accommodation in good condition when departing at the end of the stay. Any damage to the premises or any loss or destruction of furniture or equipment located in the chalets or the park’s communal buildings will automatically incur the liability of the person responsible. The contracting Customer of a chalet is considered personally responsible for all damage, loss, deterioration, disturbance or nuisance caused by the people staying with them or visiting them. The contracting Customer acknowledges that they have read the internal rules and undertakes to comply with them and to ensure compliance by the people accompanying or visiting them. Where a Customer causes a disturbance or nuisance to other customers or damages the communal facilities, ACS reserves the right to terminate the stay immediately, without payment of compensation and without prejudice to any claims for damages that the park or third parties may bring against the Customer.
The same will apply if ACS identifies excessive occupancy of the accommodation, meaning a number of occupants exceeding the authorised capacity of the rental accommodation. The Customer confirms that they hold a civil liability insurance policy covering damage caused to rented property and must provide the relevant insurance certificate.
Liability of the campsite
Under no circumstances does ACS assume any obligation to safeguard personal belongings or objects within the park.
Beyond its statutory liability, ACS may not be held liable in the event of:
* theft, loss, damage or deterioration of personal belongings of any kind during or following a stay.
* the failure or unavailability of technical equipment, or the permanent or temporary failure or closure of certain PRL facilities, where these circumstances are beyond its control and are connected with an event of force majeure.
* temporary measures taken by the PRL management to restrict access to certain facilities, including the changing rooms in the wellness area, where such measures are necessary to comply with safety standards or to carry out periodic maintenance work.
* damage caused to or sustained by Customers’ vehicles parked or driven within the PRL, including where such vehicles have been expressly authorised to enter the premises.
During the low season, and for reasons connected with the number of visitors, the PRL reserves the right to modify or discontinue certain scheduled facilities, amenities or services. For any low-season booking, we recommend contacting ACS to confirm the availability of these facilities and services.
Personal data
In accordance with French Data Protection Act No. 78-17 of 6 January 1978, the Customer is informed that the identifying or personal data marked as mandatory and collected as part of the booking process is necessary to process and fulfil the booking. The Customer has the right to access and correct this data and to object to its transfer to third parties. These rights may be exercised by writing to Auvergne Chalets Sancy, Route de Latour d’Auvergne, 63810 Bagnols, France.
Complaints
Any complaints regarding the conduct of your stay must be raised with the management on-site so that an immediate solution can be found. If the response is unsatisfactory, you may refer the matter to the consumer ombudsman: CM2C, 49 rue de Ponthieu, 75008 Paris (telephone: 01 89 47 00 14).