General Terms and Conditions of Service : Online Groups and Events 

2026

ACCOR is a public limited company, registered with the Nanterre Trade and Companies Register under number 602 036 444, whose head office is located at 82, rue Henri Farman CS20077 - 92445 Issy-les-Moulineaux - France and whose intra-community VAT number is FR 93 602 036 444 (hereinafter “ACCOR”). 

ACCOR is registered in the register of travel agents and other holiday operators under number IM091100035, the guarantor of which is: WHITE ROCK INSURANCE (Europe) PCC Limited – Vision Exchange Building - Triq it-Territorjals, Zone 1, Central Business District - Birkirkara CBD1070 – MALTA and the insurer is: CHUBB - 31 place des Corolles – 92400 Courbevoie – France.

ACCOR publishes and operates the website www.events.accor.com (hereinafter the “Site”).

 

Article 1 - Definitions

"Client": Legal entity or natural person purchasing, for the needs of Groups, travel services for personal or professional purposes.

“Customer”: Refers to the end user of the services, namely the individual who stays at the Establishment and personally benefits from the accommodation and related services, whether the booking was made directly or through a third party. The Customers are the members of the Group.

"Reservation Request": Process by which a Client selects online one or more Services offered by one or more Establishments, for a given Group, within the limit of 8 to 30 rooms and up to 60 people, provided that the Establishment has agreed to go through a Reservation Request. The reservation only becomes effective after express acceptance by the Establishment concerned and signing of a contract between the Client and this Establishment.

"Quote Request": Process allowing the Client to request a personalised commercial proposal from one or more Establishments, for Accommodation Services or Event Spaces or a combination of the two. A reservation is only confirmed once it has been expressly validated by the Establishment and a written contract has been expressly validated by the Establishment and the Client.

"Group": Group consisting of at least 8 people and 8 rooms travelling for business or personal purposes as part of a reservation made by a Client. 

"Event Space": An event space is a place designed or fitted out within the Establishment to host professional or private events, such as seminars, conferences, meetings, cocktail parties, product launches, weddings or corporate evenings. These spaces can take different forms (modular rooms, private lounges, terraces, etc.) and are generally equipped to meet the technical, logistical and reception needs specific to each type of event.

"Site": ACCOR group website dedicated to reservation stays for groups, accessible at the following address: www.events.accor.com

 

Article 2 - Purpose

ACCOR, acting in its own name and on behalf of the hotels of the ACCOR group, operates the Site reserved for Clients that allows them to make Reservation Requests or Quotes online, for hotels or other types of accommodation operated under an ACCOR brand (hereinafter collectively referred to as “Establishments”).

These general terms and conditions of service (the "GTC") define the terms and conditions under which ACCOR allows its Clients to make Reservation or Quote Requests for accommodation services or for Event Spaces in Establishments operated under an ACCOR group brand (hereinafter collectively referred to as the "Services").  

Prior to any Reservation Request or Quote Request concerning a Service offered on the Site, the Client acknowledges having sufficient proficiency of the language in which these GTC and the Site are written. This acceptance is in no way subject to the Client's handwritten signature. Finally, the Client declares having full legal capacity to enter into commitments under these GTC. 

The Client is recommended to save and print a copy using the standard features of their browser. It is also up to them to consult the specific conditions of each Establishment, which are listed on the hotel information sheet.

Any Reservation Request or Quote Request therefore implies the Client's full and complete acceptance of the General Terms and Conditions and, where applicable, any specific conditions of the Establishment which form an inseparable contractual whole, to the exclusion of any other document such as prospectuses, commercial documents, etc.

These General Terms and Conditions take precedence over any general purchasing conditions of the Client. The Client undertakes to comply with and ensure compliance by its intermediaries and the members of the Group on whose behalf the Reservation Request or Quote Request is made, with all obligations incumbent upon it as a result of accepting these General Terms and Conditions.

ACCOR reserves the right to modify all or part of the General Terms and Conditions at any time. The current version, together with its entry date, will be available on the Site. The Client is invited to regularly check them. Only the version in effect at the time of the Reservation or Quote Request applies. 

In the event that specific conditions are signed with an ACCOR sales office or with one of the Establishments in the ACCOR network, such specific conditions will prevail and apply at the time of the confirmed reservation with the Establishment.

The Client also undertakes to comply with the general terms and conditions of use of the Site, which are included in the legal notices of the Site and to provide, where applicable, the technical means necessary for access.

Any request made on the Site, whether an Online Reservation Request or a Quote Request, does not constitute a firm reservation. The reservation only becomes effective after express validation by the Establishment concerned and the signing of a contract between the latter and the Client. The reservation contract is concluded directly between the Client and the Establishment, excluding ACCOR.

The Establishment is requested to respond to requests sent by email as soon as possible. However, the lack of a response will not give rise to any liability on its part nor on the part of ACCOR. In such cases, it is the Client’s responsibility to contact the Establishment directly.

 

Article 3 - Description of Services

3.1 – ACCOR Services

ACCOR offers on its Site (i) Services for Requesting Reservations for rooms or Quotations for hotel rooms and, where applicable, event spaces or other types of accommodation (“Accommodation Services”) and (ii) services complementary to said Services ("Additional Services”). 
The Accommodation Services and the Additional Services are hereinafter collectively referred to as the “ACCOR Services”.

The Site allows you to submit Reservation Requests or Quotes solely for rooms, Event Spaces, or a combination of both, in Establishments operated under a participating ACCOR brand (hereinafter collectively referred to as the “Establishments”).

When it comes to a Reservation Request, the essential characteristics, the number of rooms, the dates of availability of the rooms, the price, the options offered, the information relating to the payment conditions and the specific conditions of sale applicable to the selected rate (guarantee policies, cancellation conditions, etc.) of the Establishments offered are presented during the reservation process as described in article 5 below for the case where a Reservation Request is possible.

When it comes to a Quote Request, the Client has the option to choose whether the Quote Request relates to: The rooms or the Event Spaces or the combination of both. 

The essential characteristics—including dates, number of rooms and/or participants, hotel names, room categories, number of Event Spaces, and Additional Services offered—are presented during the Quote Request procedure, as described in Article 5 below. 

In this regard, it is specified that each Establishment has its own specific conditions of service which it may communicate directly to the Client for any Reservation or Quote Request. The specific conditions may include details such as check-in and check-out times, guarantee policies, cancellation deadlines, WIFI access, specific conditions applicable to children, and the admissibility of animals provided they are kept on a leash or in a cage in the common areas of the Establishment (for hygienic reasons, animals are never allowed in the dining rooms).

In accordance with the current regulations in certain countries, the Customer (as well as the members of the Group), upon arrival at the Establishment, may be asked to complete a registration form. To do this, the Customer must present a valid identity document to allow the Establishment to check whether a registration form must be completed by the Customer.

Clients declare that they authorise ACCOR and/or the Establishment in the event of a reservation for an accommodated group to pre-fill the registration form with the information provided during the reservation process.  
Upon arrival at the Establishment, the Customer must sign the registration form after ensuring the accuracy of the pre-filled information and making any necessary corrections. 

In the event that the Customer refuses to complete or sign the registration form, they acknowledge that they have been informed that the Establishment is entitled to refuse to provide the reserved accommodation, without any reimbursement being owed to the Client.

Individual registration forms are required for each Customer staying at the Establishment. However, in the event of an event organised within the Establishment for a non-accommodated group, the Client remains required to be able to provide, at the first request of the competent authorities, the nominal list of the members of the Group.

 

Article 4 - Price and payment

4.1 – Price

The Group rates displayed on the Site are applicable provided that the following conditions are cumulatively met, namely: 

• The Establishment accepts Reservation Requests; 

• The Request must be for a minimum of 8 people and 8 rooms and a maximum of 30 rooms;

• All members of the Group arrive and leave the Establishment together on the same dates;

• All members of the Group will benefit from the same Services.

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 of each Establishment.

When confirming the Reservation Request for a Service, the total price is indicated to the Client inclusive of tax in the currency chosen by the Client on the site (which in some cases may be different from the local currency of the Establishment).  

After the Reservation Request and the signing of the contract between the Establishment and the Client, if the total price of the Service reservation is charged to the Establishment in a currency other than that confirmed on the Reservation Request, any resulting exchange costs shall be borne by the Client. Please note that if a conversion of the currency confirmed on the reservation into another currency appears on the Site, it is given for purely indicative purposes and is not contractual, taking into account in particular the possible evolution of exchange rates between the reservation date and the dates of stay at the Establishment. The total price, calculated in euros, is converted according to the exchange rate of the day provided by DEVISEA. Exchange rate details are available here.

The tourist tax, indicated during the Service Reservation Request process, must be paid directly on-site to the Establishment.

Prices take into account the VAT applicable on the day of the Reservation Request 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.

Rates do not include:

• Extras (any service not included in the pro-forma invoice, paid directly to the Establishment by members of the Group, and subject to availability);

• Other taxes and withholdings: The regulations of certain countries, cities or regions may require members of the Group to pay taxes (other than VAT). In such an event, the aforementioned taxes are excluded from the above rates and must be paid on-site at the Establishment by the members of the Group, unless an exemption is provided in the special terms and conditions. These other taxes and withholding taxes depend on the location of the Establishment. These taxes may be modified in the event of legislative and/or regulatory changes that could result in variations in the rates.

In the event of the Group's stay during an exceptional date (trade fair, New Year's Day, etc.), specific conditions of sale may apply.

The Client is prohibited from directly or indirectly disclosing, in any manner, the rates they receive under their contract with the Establishment. 

When the reservation is the subject of a prior Request for Quote, no price is displayed on the Site; prices will be communicated exclusively as part of a commercial proposal issued by the Establishment to the Client. 

4.2 – Payment

The Client may be required to provide their payment details to the Establishment as a guarantee for the reservation. 

In the event of payment to the Establishment, each Establishment or any other entity may accept different means of payment. The Establishment may also ask you to provide proof of identity for the purpose of preventing bank card fraud. 

An invoice may be sent electronically to the email address provided by the Client when making their reservation; if the Client wishes to receive a paper invoice, they must expressly request this from the Establishment concerned.

The payment terms may be specified by the Establishment.

 

Article 5 - Reservation Request and Quote Request Process

The Client chooses any Service presented on the Site by following the path provided for this purpose. 

• It is possible to submit a Group Reservation Request for accommodation only, for 8 to 30 rooms and up to 60 people, subject to approval by the Establishment.

• It is possible to submit a Quote Request for accommodation, Event Spaces, or a combination of both, which allows the Client to initiate discussions with the Establishment to obtain a commercial offer.

The Site allows the Client to submit a Quote Request for rooms and/or Event Spaces, selecting up to seven Establishments simultaneously for the same period. 

The Client may not under any circumstances confirm the same Reservation Request at several Establishments for the same Group and the same dates.

No reservation will be considered confirmed without the prior agreement of the Establishment and the signing of a contract with the latter.

5.1 – Request for Reservation of Accor Services

Requests for Reservations for Accor Services are made by the Client on the Site.  
The Group Reservation Request process may vary depending on the Client’s navigation and request, and includes the following steps to submit a Reservation Request for stays that include one or more Complementary Services:

1/ The results and the selection of an Establishment and, where applicable, one or more Complementary Service(s). During this step, only Establishments eligible for a prior Reservation Request are displayed with a price. Other Establishments must request a quote in advance in order to obtain a commercial proposal from the respective Establishment.

2/ The details and characteristics of the Accommodation Services: Room type and configuration (single room, double room with large bed, double room with 2 single beds, triple room, etc.), room category (standard, superior, deluxe, etc.), length of stay.

Provision of additional information: 

3/ Optional Additional Services: breakfast, dinner, luggage assistance.

Credentials:

4/ Contact details: Client identification (agency, company, individual), address, etc.

Summary of the Reservation Request for the Service(s) with: (i) a reminder of the main characteristics (length of stay, characteristics of the Accommodation Service and/or Additional Service(s), amount including tax with details of applicable taxes) and, the Client providing their contact details: Either by logging into an existing account or by filling in all the mandatory fields with the option of saving this information by creating a member account for the loyalty programme offered by ACCOR.

Finalisation of the Reservation Request:

5/ Finalisation of the Reservation Request for the Service(s) by the Client with: 

• Consideration of the Reservation Request for the Service(s) by the Establishment concerned;

• The total price of the Reservation Request including details of additional services and applicable taxes;

• Establishment of contact between the Establishment and the Client (prepayment conditions according to the schedule, Article 9 "Payment Terms" of the reservation before the stay, formalisation of the quote and signing of the contract);

• Information regarding the earning of Reward Points for Member Clients. 

In the absence of a response from the Establishment within seventy-two (72) hours following receipt of the reservation request, an automatic acknowledgment of receipt, serving as provisional confirmation, is generated by the Establishment. However, the Establishment expressly reserves the right to cancel the request at any time after the expiry of the mentioned period.

Additional information, such as the specific conditions for each Establishment, may be communicated directly by the Establishment to the Client. 

Firm confirmation of the Reservation Request is subject to acceptance by the Establishment and the signing of a contract between the Establishment and the Client.

Once the Reservation Request has been confirmed by the Establishment, the Client will deal directly with the Establishment. The General Terms and Conditions of Sale communicated by the Establishment will govern their contractual relationship. The reservation will be confirmed by the Client after payment of the first deposit to the Establishment. The final list of names must reach the Establishment no later than 14 days before the Group's arrival.

If the Client does not provide any confirmation to the Establishment by the first due date specified for deposit payments, the reservation will be considered confirmed, and the first deposit will become payable.

However, if the Client does not make payments to the Establishment concerned in accordance with the schedule indicated below in Article 9 "payment terms" or within the contract signed between the Establishment and the Client, the Establishment reserves the right to cancel the reservation and all services inherent to the event after having informed the Client by any means.

Specific conditions may, however, be negotiated between the Establishment and the Client within the contract that they sign. 

5.2 – Request for a Quote for Accor Services

For the Quote Request, the Client can simultaneously request up to seven Establishments for the same Group and on the same dates. This Quote Request can be saved if the Client is registered as a member of ALL, the ACCOR group's loyalty programme. 

The Client may only make a firm reservation with one Establishment among the different Establishments requested.

5.2.1 – Quote Request on Accommodation Services and/or Event Spaces:

Quote Requests for Accor Services (accommodation and/or event spaces, with or without Additional Services) are made by the Client on the site.

The Group Quote Request process includes completing a form according to the following steps:

Identifying needs:

1/ The Client provides the necessary information according to the type of services sought: Accommodation, or Event spaces, or a combination of both.

2/ For accommodation and Event Spaces: dates of stay (flexibility on dates possible), number of participants, number of rooms, number of Event Spaces, destination of one or more Establishments.

Provision of additional information:

3/ The Client provides information relating to Additional Services such as: 

• Breakfast, dinner, luggage transport; room characteristics (category, room type), length of stay.

• Configuration of spaces (up to 10 separate spaces, with a single configuration per space) and necessary equipment.

• Catering options (welcome coffee, morning break, lunch, aperitif, afternoon break, dinner). (Catering options apply to all spaces by default).

• Additional information: The Client can provide additional information by filling in a free text field provided for this purpose and/or attaching files as an appendix.

Credentials:

4/ The Client is required to complete their profile information, specifying in particular:

• The type of applicant: Individual, company, agency,

• Identification-related information: Name of company, agency, individual, address and full contact details.

Finalisation of the request:

5/ The Quote Request completed and validated by the Client is sent to the selected Establishments which are invited to respond to it. The Client is informed of the next steps:

• Receipt of the request by the Establishment.

• The Establishment contacts the Client.

• Monitoring of the commercial proposal.

• Receipt and confirmation of the request, then sending of the contract by the Establishment to the Client.

Upon the conclusion of the contract signed between the Establishment and the Client, the Quote Request will be considered as a reservation confirmed by the Establishment. Once the Reservation Request has been confirmed by the Establishment, the Client will deal directly with the latter and the General Terms and Conditions of Sale communicated by the Establishment will form the basis of their contractual relationship. The reservation will be confirmed by the Client after payment of the first deposit to the Establishment. The final list of names must reach the Establishment no later than 14 days before the Group's arrival.

If the Client does not provide any confirmation to the Establishment by the first due date specified for deposit payments, the reservation will be considered confirmed, and the first deposit will become payable.

However, if the Client does not make payments to the Establishment concerned in accordance with the schedule indicated above, the Establishment reserves the right to cancel the reservation and all services inherent to the event after having informed the Client by any means.

Specific conditions may, however, be negotiated between the Establishment and the Client within the contract that they sign. 

 

Article 6 - Length of stay

The length of stay is subject to the following conditions:

• All reservation requests must be made at least eight calendar days before the arrival date (check-in)

• The length of stay must be between one (1) and fourteen (14) consecutive nights, i.e. a stay of a minimum duration of one (1) day and a maximum of fourteen (14) days.

Any Request outside these limits may be examined by the Establishment, without commitment to processing or acceptance.

 

Article 7 - Modification of the Reservation Request and Quote

Any request to modify the Services mentioned in the Reservation Request or Quote submitted on the Site cannot be made through the Site and must be made through other channels. It must be addressed directly to the Establishment concerned, by telephone or by email. Any request to modify the Services in relation to the elements of the Reservation Request may be refused by the Establishment and may be the subject of a new commercial proposal from the Establishment. 

 

Article 8 - Cancellation

Once the reservation has been confirmed by the Establishment within the contract signed between the parties, with invoicing made on the basis of the Services requested for the total duration of the stay, the Client is advised to carefully review the cancellation conditions below. Cancellations of all or part of the initial reservation must be sent by email to the Establishment.

Where applicable, the Establishment may provide specific conditions to the Client upon signing the contract between the parties. 

8.1 – Total cancellation

Are considered as a total cancellation and giving rise to the application of the cancellation conditions defined below:

- Change of reservation date and/or failure to pay deposits within the contractual deadlines. 

- Cancellation of 50% or more of the number of rooms per night and/or the number of members of the Group and/or the total amount of the quotation. 

- Any stay that has commenced but is interrupted, for any reason, the full price, including taxes, for the entire stay or agreed Services will be charged, with no refund or recourse available to the Client. 

- Any failure to comply with payment deadlines: The Establishment shall have the right to cancel the reservation and require the Client to immediately pay the balance of the reservation, with the Client's payment to be received by the Establishment within seven (7) working days following the date of the Establishment's written request. The Establishment may request, in addition to payment of the balance or the full price as stated below, damages for the loss suffered. 

 

Any total cancellation will give rise to the application of the cancellation conditions defined below. If a cancellation affects 50% or more of the reservation, the Establishment will issue a new quote or contract with updated pricing for the portion of the reservation that remains confirmed.

 

 

A total cancellation results in the invoicing of a portion of the Services, calculated as follows:

 

Total cancellation If the cancellation is greater than or equal to 50% (number of participants and/or duration)	From 8 to 60 participants up to 30 rooms
Cancellation notification sent to the Establishment	Penalties applied to the cancelled portion
Up to 180 days before the event	No penalty - deposits refunded
Between J-179 and J-60 days	Deposits retained or due (7 working days to pay the deposit)
Less than 60 days	100% of the initial quote amount including tax

In the event of a cancellation notification being equal to or greater than 50% received on the number of participants and/or the duration:

• Up to 180 days before the day of arrival no penalty will be charged, and deposits will be reimbursed.

• If a cancellation is notified less than 179 days before the arrival date, a portion of the services will be charged

• In case of cancellation notification received less than 60 days before the arrival date, 100% of the amount of the Services will be charged.

8.2 – Partial cancellation

A partial cancellation corresponds to a reduction in the amount of the contract whatever the cause:

Reduction in the duration of the reservation, reduction of less than fifty percent (50%) in the number of rooms per night, the number of Group members per day or the total amount of the contract. In the event of partial cancellation of the contract by the Client, the cancellation fees incurred are as follows (this schedule can be modified directly in the quote).

8.2.1 – Conditions for partial cancellations up to 60 participants or 30 (thirty) rooms maximum:

 

	From 8 to 60 participants up to 30 rooms
Partial cancellation  If cancellation < 50%   (number of participants and/or duration)  Cancellation notification sent to the Establishment	Cancellation percentage that can be cancelled without charge (% of the total initial quote amount – including VAT and catering services)	Fees charged in excess of the authorised cancellation percentage  (based on the total amount including VAT of the initial quote/contract)
Up to 365 days	No penalty - deposits refunded	Free of charge
Between 364 and 180 days	40%	50%
Between 179 and 60 days	20%	80%
Between 59 and 30 days	10%	90%
Less than 30 days	0%	100%

 

In the event of a cancellation notification of less than 50% received on the number of participants and/or the duration:

• Up to 365 days before the arrival date, no penalty will be charged and deposits will be refunded without charge.

• For cancellations made between 364 and 180 days before arrival: up to 40% of the reservation may be cancelled without charge if the total cancellation does not exceed 50%. If cancellations exceed 50% of the reservation, 50% of the total amount for the cancelled portion will be charged. 

• For cancellations made between 179 and 60 days before arrival, up to 20% of the reservation may be cancelled without charge. If cancellations exceed 20%, 80% of the total amount for the cancelled portion will be charged.

• For cancellations made between 59 and 30 days before arrival, up to 10% of the reservation may be cancelled without charge. If cancellations exceed 10%, 90% of the total amount for the cancelled portion will be charged. 

• Within 30 days, the cancellation percentage authorised without charge is 0% and 100% of the total amount of the Services will be invoiced based on the total amount including tax of the initial contract.

Unless otherwise provided in the contract, the Client undertakes to pay the amount of the deposits due in the event of partial cancellation within seven (7) working days following notification of cancellation.

Revision of conditions: The above cancellation conditions may be modified depending on the operational requirements of the Establishment and/or the exceptional or complex nature of the reservation according to the terms to be agreed between the Establishment and the Client.

8.2.2 – Conditions for total or partial cancellation for a Group request of more than 60 participants: 

For any reservation request for more than 30 rooms and more than 60 participants, the cancellation conditions communicated directly by the Establishment apply. 

For any questions regarding the Establishment’s terms and conditions, please contact the Establishment directly.

8.3 – No-show: (absence of cancellation/modification and no-show on the date scheduled for the start of the stay).

In the event of no-show of the entire Group or one or more members of the Group or in the event of interruption of the stay, the Client must pay the Establishment the total amount, including taxes, for the Services for the entire stay. No claim may be made by the Client following a no show.

The Establishment will retain, as deposits, all sums paid by the Client when making their reservations

8.4 – Late arrival

In case of late arrival, after the restaurant closes, meals not served will be charged at 100%. 

Article 9 - Payment terms 

9.1 – Payment deadline and deposit payment

85% of the total amount of the stay must be paid to the Establishment at the time of signing the contract with the Establishment and the remaining 15% before the arrival of the Group as follows:

Deposits	Amount of the deposit based on the total amount including tax of the services booked for the event
Deposit payment date  (D= first day of the event)	Up to 60 people
Signing of the quote/contract	85% total amount including tax
180 days before the event	0%
60 days before the event	0%
Less than 30 days	15%

 

• Payments are made in the currency indicated on the invoices issued by the Establishment.

The payment of deposits gives rise to the issue of deposit invoices by the Establishment. These will be issued after the deposits have been cashed by the Establishment.

It is hereby agreed that these amounts do not accrue interest. Similarly, early payment will not give rise to any discount. In the case of a reservation made within a shorter period than the abovementioned payment schedule, the instalments will be combined and paid on the due date.

The amount of this deposit or these deposits is deducted from the final invoice (balance), subject to the possible application of cancellation penalties and other Services that may be charged (for example: Services consumed by members of the Group). 

In the absence of collection as defined above, the Establishment reserves the right to cancel the contract and the deposits already paid will be retained.

The minimum unit amount invoiced per establishment is EUR 300, excluding VAT. Any invoice for a lesser amount may lead to the collection of administration costs amounting to a minimum of EUR 20, excluding VAT, per invoice.

9.2 – Payment for extras

Extras (laundry, minibar, telephone, etc.) must be paid directly to the Establishment by the members of the Group, before the Group's departure. The Client undertakes to ensure that all Customers comply with this rule. The Establishment declines any liability for the consequences of a delayed departure due to this payment.

Upon arrival of the Group, the Establishment reserves the right to request the imprint of the accompanying person's credit card and/or the credit cards of each member of the Group or, failing this, the payment of a security deposit at reception. In the absence of payment by one or more members of the Group, the invoice will be sent to the Client who undertakes to pay it no later than 3 days from the invoice date.

9.3 – Failure to pay

If the payment is not made by the contractual due date, late payment penalties will be due from the day after the invoice due date at an annual rate of 15%, applied to the total amount of the invoice, including VAT.

In addition, a flat-rate penalty of EUR 40, excluding VAT, per debt will be payable from the day after the invoice due date, plus an additional indemnity to cover all costs incurred in the event of legal recovery.

Please note that any payment made after 60 days from the date of issue of the invoice is legally considered to be an abusive practice and is punishable by law.

Any payment default experienced by another Establishment of the ACCOR group may result in the termination of this contract and the contract signed between the Establishment and the Client without any compensation for the Client.

9.4 – Modification of invoicing/payment terms

Any special provisions included in the commercial proposal which deviate from the invoicing/payment terms set out in Article 9, as well as any subsequent request for modification of these terms, must be submitted for formal acceptance by the Establishment and will result in an additional invoicing charge for file management costs.

These costs amount to 3% of the total amount, including taxes, of the event with a minimum collection of EUR 20, excluding taxes.

 

Article 10 – Conditions relating to accommodation

10.1 – Relocation

In the event of an exceptional event or an event preventing the operation of the Establishment under normal conditions, including natural disasters, unforeseen work within the Establishment, water damage, technical problems or for any other reason preventing the provision of Services to members of the Group in the planned Establishment, the Establishments reserve the right to accommodate members of the Group in an Establishment of equal category, at no additional cost, the costs inherent in the transfer between the two Establishments remaining the responsibility of the Establishments, which may not be liable for any other compensation.

10.2 – Multiple Reservations

The Client is prohibited from making multiple reservations for the same Group on the same dates with multiple Establishments. Any failure to comply with this rule authorises the Establishment to cancel the contract unilaterally; no compensation may be claimed by the Client and/or the Customers.

10.3 – Child policy

The child policy must be specified with the Establishment concerned when requesting a reservation.

 

Article 11 - Liability

11.1 – Client liability

The Client bears sole responsibility for the selection of Services on the Site and their appropriateness for the Client’s needs, so that ACCOR cannot be pursued for liability in this regard.

The Client is also solely responsible for the information provided when creating his account and/or any Request for Reservation of a Service. ACCOR cannot be held liable for any erroneous or fraudulent information provided by the Client. In addition, only the Client is responsible for the use of their account and any reservation made, both on behalf of the Client and on behalf of third parties, including minors, except to demonstrate fraudulent use arising from no fault or negligence on the part of such Client. In this regard, ACCOR must be immediately notified of any misappropriation or fraudulent use of its email address to the customer service department, the contact details of which are specified in Article 12.

The Client undertakes to use the Site and the Services offered there in compliance with applicable regulations and these General Terms and Conditions. In the event of a breach by the Client of its obligations under these General Terms and Conditions, the latter shall be liable for any damage caused by it to ACCOR or to third parties. In this regard, the Client commits to guarantee ACCOR against all claims, actions or recourse of any kind that may arise and to compensate for any damages, fees or any compensation related thereto.

The Client, in particular, undertakes by making a definitive reservation of a Service (by signing a contract with the Establishment), to pay the price and to respect the specific conditions relating thereto. 

Furthermore, the Client undertakes for itself and on behalf of all Customers for whom it is making the reservation, to comply with the following obligations:

- 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 reservation of the Service at the Client's expense, without prejudice to any action that ACCOR or the Establishment may take against the latter;

- The Customer must not invite into the Establishment a person whose behaviour is likely to harm the Establishment;

- The Customer must not bring into the Establishment (rooms and common areas) drinks or food from outside sources, unless the Establishment has clearly authorised it in advance;

- The Customer must not smoke in the common areas of the Establishment and may only smoke in rooms that have been classified as “smoking rooms” and reserved in advance as such. Some Establishments are 100% smoke-free; which means that in this case, smoking is prohibited within the Establishment, including in the rooms;

 - The Customer must not disrupt the operation of the Establishment and must not compromise the safety of the Establishment or the people therein;

 - More broadly, any behaviour contrary to public decency or public order within the Establishment, as well as any failure to comply with the Establishment’s Internal Regulations, will cause the Director of the Establishment and/or any other Service Provider to request that the Customer leave the premises without any compensation and/or without any refund if payment has already been made. In the event that no payment has yet been made, the Customer must pay the price of the Services consumed before leaving the premises;

 - Minors may only stay in an Establishment if accompanied by an adult and in possession of their own identity document. If the accompanying adult is an adult other than the parents, they must have parental authorisation from the child's parents. The Establishment may request these elements;

 - The Customer also undertakes that the IT resources made available to it by the Establishment (in particular the WiFi network) will not be 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 authorisation of the holders of the rights provided for in Books I and II of the Intellectual Property Code when this authorisation is required. The Customer is also required to comply with the security policy of the Establishment's internet service provider, including the rules for using the 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 damage caused by him and/or his guests within the Establishment and bears all costs incurred by this damage and/or by non-compliance with the aforementioned rules. ACCOR reserves the right to intervene if necessary and take any appropriate action against the Customer.

11.2 – Responsibility of the Establishment

The Establishment is liable for any claims, costs, expenses or damages (bodily injury, material injury, financial losses) caused to the Customer and resulting from the Establishment's failure to perform any of its obligations under the contract signed between the Client and the Establishment.

11.3 – Liability of ACCOR

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

ACCOR may, however, be obliged to temporarily suspend the Site without notice, in particular for technical maintenance reasons, without this incurring any liability. 

The Client acknowledges and accepts that ACCOR cannot be held liable for any inconvenience or damage 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 Site and/or the reservation of Services. 
 
The Site may refer to hyperlinks to other websites published and managed by third parties for which ACCOR disclaims all liability regarding the content of these websites and the services offered there. In this regard, it is specified that the partners are responsible for promoting the offers published on their own websites. The decision to consult third-party websites is therefore the sole responsibility of the Client. 
 
The Establishments are operated by legal entities separate from ACCOR.

 ACCOR and the Establishments are bound by a contract under which ACCOR provides hotel expertise, brands and various services including distribution, sales, marketing and loyalty services. ACCOR being an agent of the Establishment, the Client may not in any way hold ACCOR or any company in the ACCOR group liable for breaches caused by the Establishment. Information relating to the Establishment is available (i) in the reservation confirmation email and (ii) on the Establishment's profile on the Site.

 

Article 12 - CONTACTS

For any questions relating to the proper execution of a Service reserved on the Site (requests for additional information, modification or cancellation of a reservation), the Client is invited to contact the Establishment concerned directly: The Establishment's contact details are provided (i) in the email and the reservation confirmation page and (ii) on the Establishment's information sheet available on the Site.

- For any comments 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 available to assist you:

• By telephone, Monday to Friday, 8:00 a.m. to 7:00 p.m. (Paris time), at 08 05 50 40 30 (free service and call);

• On the internet, via the Support area link, where an FAQ is available to you

• By post, to the following address: Accor Customer Contact Centre, 82 rue Henri Farman, CS 20077, 92130 Issy-les-Moulineaux - France.

To facilitate the processing of complaints, it is recommended that complaints to customer service relating to the non-performance or improper performance of the Services be submitted in writing within eight (8) days after the date of performance of the Service.

 In its relations with customer service, the Client undertakes to remain courteous and refrain from making disparaging comments, in particular about ACCOR, the Establishments, the entities of its group or its employees or partners, in accordance with common sense and standards of courtesy. ACCOR reserves the right to take any appropriate measures against the Client in the event of harmful or reprehensible behaviour (including offensive, malicious, or insulting behaviour) towards ACCOR, the Establishments, the entities of its group, or its employees or partners.

 

Article 13 - Force Majeure

ACCOR and the Establishment shall comply with these General Terms and Conditions subject to the occurrence of a case of force majeure as defined by French case law described as an emergency situation beyond the control of the Parties and making it illegal or impossible to provide distribution services or occupy the rooms of the Establishment.

It is specified that a breakdown or interruption in the Client's computer network will not be considered a case of force majeure.

In the event that the execution of these General Terms and Conditions is made impossible by a case of force majeure, the execution of the Parties' obligations will be suspended for the duration of the case of force majeure, without this giving rise to any compensation.

If the force majeure event were to persist without interruption for a period of more than six months, the Parties must discuss in good faith with a view to mitigating the effects of the delay or agreeing on the arrangements to be made, in a fair and reasonable manner.

 

Article 14 - Personal Data

When the Client uses the Site, in particular when making a Reservation or Quote Request, ACCOR and the entities of the ACCOR group process personal data under the conditions described in the “Personal Data Protection Charter” available in the “Personal Data” section in the bottom banner of the Site or by clicking on the following link: “Personal Data Protection Charter”.

The Client agrees not to transmit to ACCOR, via the Site, any sensitive personal data relating to itself or to members of the Group (e.g.: Health information, religious beliefs, ethnic origins, sexual orientation, etc.). We remind you that only objective data (without personal assessment or opinion) should be entered in the data collection forms. 

The Client is informed, on each of the personal data collection forms, whether the responses are mandatory or optional, with optional information being indicated by the word “optional”.

If the Client fails to provide information that is identified as mandatory, ACCOR may be unable to enter a Reservation or Quote request, manage the participation of the Client in the loyalty programme, and address Client complains.

Thus, the information collected as part of the Client's Reservation or Quote request is intended for ACCOR, its entities, its partners, its service providers (in particular its IT and online payment service providers) and the Establishments for the purposes of fulfilling the reservation, studying the Quote Request or taking pre-contractual measures. Once the guarantees provided for in the applicable rules have been implemented, the Client's data may be transferred from Europe to countries that do not guarantee, from the perspective of the European Union, an equivalent level of data protection.

Where applicable, in order to secure payment transactions, ACCOR group entities implement, in particular, processing of personal data intended to determine the level of fraud risk associated with each transaction. On this occasion, ACCOR and the Establishments may use the services provided by the ACCOR group service provider in terms of risk prevention to refine their analysis. Depending on the results of the analyses carried out, the ACCOR group may take security measures, in particular asking the Client to use another reservation channel or another payment method. These measures will have the effect of suspending the execution of the reservation or, if the result of the analysis does not guarantee the security of the order, cancelling it. Fraudulent use of a payment method generating a payment default may result in the Client being entered in the ACCOR group's incident file, which may lead the ACCOR group to block future payments or carry out additional checks.

The Client may exercise at any time the rights granted under applicable personal data protection regulations. All relevant information for this purpose is provided in the "Personal Data Protection Charter".

 

Article 15 – Transfer – Intuitu Personae

The contract signed between the Establishment and the Client is concluded intuitu personae due to the identity of the Client, and the Client may not assign any of the rights, duties, or obligations granted under this contract to any natural or legal person without the prior written authorisation of Accor.

 

Article 16 - Miscellaneous 

Acceptance of these General Terms and Conditions and the applicable specific conditions sent electronically constitutes a binding electronic contract between the parties, serving as evidence of the Reservation or Quote Request for the Service and any Additional Services.

The General Terms and Conditions and the applicable specific conditions represent the full scope of the parties’ obligations. No other conditions communicated by the Client may be included therein.

In the event of a contradiction between the special conditions and the General Terms and Conditions, the special conditions will be the only ones applicable to the obligation in question. In the event of a contradiction between, on the one hand, the general terms and conditions, of any kind, of a partner and, on the other hand, these GTC, the provisions of these GTC will be the only ones applicable for the obligation in question.

If one or more provisions of the GTC are held to be invalid or declared invalid under any law, regulation or by a final and binding decision of a competent court, the other provisions will continue in full force and effect. 

The official language of the contract is French. If the GTC are translated into a foreign language, the French language will prevail over any other translation in the event of a dispute, litigation, difficulty in interpreting or executing these conditions and, more generally, concerning the existing relations between the parties. 

The Client acknowledges and accepts that ACCOR may assign these GTC and all rights and obligations attached thereto to any third party without the prior written consent of the Client. The Client agrees that such an assignment releases ACCOR from any future obligations or claims. The Client may not assign the General Terms and Conditions, nor the rights and obligations arising from them, to any third party without the prior written consent of ACCOR. 

In accordance with Article L.223-1 of the French Consumer Code, a consumer who does not wish to receive commercial solicitations by telephone may register free of charge on a no-call list. This list is accessible via the following site: www.bloctel.gouv.fr.

 

Article 17 - Declaration of mutual independence

The Parties expressly declare that they are and will remain independent business and professional partners. Nothing in this Agreement and the Agreement between the Establishment and the Client shall create or be deemed to create a partnership or an employer-employee relationship between the Parties.

 

Article 18 - Applicable law and dispute resolution

These GTC are governed by French law, without prejudice to any mandatory protective provisions that may apply in the consumer’s country of residence.

 The Client is informed by ACCOR, in the event of a dispute relating to these GTC, of the possibility of resorting to a conventional mediation procedure or any other alternative dispute resolution mechanism, as provided for under Title I of Book VI of the French Consumer Code.

 After contacting customer service or the Establishment to attempt an amicable resolution, and if the response is unsatisfactory or no response is received within sixty (60) days from the initial contact, the Client may refer the dispute to the Mediator of Tourism and Travel – CS 30958 – 75383 PARIS CEDEX 08 for the ACCOR Group's subsidiary and managed Establishments and for franchised hotels that have opted to use the Mediator of Tourism and Travel.

• Information on how to contact the Mediator and its contact information are available by clicking on the following link: The procedures for referral and contact details of the Tourism and Travel Mediator are available in the Reservation tab of the “Help and Assistance” section or on the website www.mtv.travel

• The Client may contact the Mediator within twelve (12) months following the first complaint.

• The Mediator’s complaint form can be accessed via the following link: Form for referral to the Tourism and Travel Mediator.

In the event of a dispute at an Establishment located in Portugal that cannot be resolved by the Establishment itself or by customer service, the Client is invited to submit a complaint through the dedicated complaints platform, available on the presentation page of the relevant Establishment and accessible via the following link: www.livroreclamacoes.pt.

 
ACCOR also informs the Client of the existence of a European Online Dispute Resolution (“ODR”) platform which they can use. The Client can access it from the following link: https://ec.europa.eu/consumers/odr/.