General Terms and Conditions

1 - Designation of the party

Eklo Hotels is a SAS (Simplified Joint-Stock Company) registered with the Bordeaux Trade and Companies Register under the number 513 733 014. Its headquarters is located at 10, rue de la Gare d’Orléans, 33100 Bordeaux.
Eklo Hotels operates and manages the website www.eklohotels.com (also available in mobile version), a hotel reservation site and other services.

2 - Application of General Terms and Conditions

These general terms and conditions of sale apply to the services provided by establishments under the Eklo brand.
Any reservation implies the client’s full and unreserved acceptance of these terms, to the exclusion of any other document, such as brochures, commercial documents, etc.
The Website allows you to reserve rooms and related services at Eklo hotels.
The essential characteristics, availability dates, price, offered options, payment terms, and specific sales conditions applicable to the selected rate (guarantee policies, cancellation conditions, check-in time, rate conditions, etc.) for the offered hotels are presented during the booking process.
It should be noted that each Eklo establishment has its own specific sales conditions applicable to the selected rate, which are also available on the Website and are communicated to the Client before any reservation is made on the Website.
Finally, in accordance with French regulations, upon arrival at an Eklo establishment, the Client may be required to fill out a police form. For this purpose, the Client will be asked to present identification to verify whether they need to complete the police form.

3 - Reservation & Deposits

For each reservation, a reservation number will be provided, which will allow you to cancel and/or modify your reservation (only if the cancellation option was selected at the time of booking).
Your reservation will be fully guaranteed once your stay is paid for, either directly at the hotel or by providing your credit card details when booking your stay (unless the provided card details are invalid).
Providing your credit card details to guarantee your reservation does not allow for the payment of the reserved nights but authorizes the hotel to charge your account for the amount of the first night of the reserved stay in case of a no-show if the reservation was not canceled under the conditions set out in Article V of these general terms and conditions of sale.

When booking a bed in a dormitory at our establishment, the gender stated on your ID card will be used to assign beds in non-mixed dormitories. Please ensure that the information provided during the reservation matches the details on your official identification document.

4 - Reservation Organization

  • Eklo hotels are open with 24/7 reception.

  • Rooms are available to guests from 3:00 PM and must be vacated by 11:00 AM on the day of departure. Guests can choose to check in at 1:00 PM instead of 3:00 PM or check out at 1:00 PM instead of 11:00 AM by selecting either the “Early Check-in” or “Late Check-out” options. Exceeding this time limit may result in an additional night being charged.

  • Guests must cancel breakfast orders no later than the day before, by 11:00 PM at the latest. Beyond this time, the hotel reserves the right to charge for breakfast even if it is not consumed.

  • Pets (cats and small dogs limited to 10kg) are allowed in Eklo hotels for an additional fee (only one pet per room). In case of any damage or harm caused by the pet, the owner will be held directly responsible.

4.1 - Booking Procedure via eklohotels.com The booking procedure is as follows:

- Search for a hotel among the various Eklo group hotels available on the website;

- Choose the hotel, stay dates (start and end), number of occupants, type and number of rooms, and the sale conditions of the selected rate. You may also select additional services (such as breakfast), except when such services are included in the mentioned rate;

- Review the booking details, the total amount payable, and the applicable sale conditions for the reserved rate (for the room, the rate, and/or additional services). Provide the contact details of the guest(s);

- Review and accept the general terms and conditions of sale, the general terms of use of the website, the privacy policy, and the specific sale conditions of the selected rate (you may go back to previous steps to adjust your choice);

- Enter your credit/debit card details (only credit/debit cards are accepted; Visa Electron and Maestro cards are not accepted to guarantee the reservation). Accept the general terms and conditions of sale and the specific sale conditions of the selected rate, then confirm your reservation.

- Eklo will acknowledge receipt of your reservation by immediately sending an email summarizing: the booking dates, the number of nights, the type of reservation made, the total amount payable, the sale conditions related to the selected rate (accepted by the guest), and the hotel address where the guest can send a complaint if they wish.

4.2 - Long Stay

For long stays (more than a week), billing will be done at the end of the stay or monthly for stays longer than one month.

4.3 - Group Bookings

A booking involving more than eight (8) rooms will be considered a group booking and may be subject to specific conditions. For any information regarding a stay at one of the Eklo establishments, you can directly contact the hotel by sending an email to the selected hotel.

4.4 - No Show

In case of a no-show, any guaranteed reservation:

  • With provided bank details and not canceled before 6:00 PM will automatically result in the charge and debit of the price of the first night (excluding tourist tax and additional services) as a fixed compensation and for the cancellation without charge of the remainder of the stay. The remaining nights will be canceled;

  • Prepaid in full at the hotel and not canceled before 6:00 PM, may be refunded upon request, minus the cost of the first night. In case of a reservation guaranteed by partial prepayment at the hotel and not canceled before 6:00 PM, the advance payments (deposits) will not be refunded and will be kept as a fixed compensation and for the cancellation without charge of the remainder of your stay. For "non-refundable" reservations referred to in Article II, 100% of the total price payable was settled at the time of booking, unless otherwise expressly stated in the offer conditions. This amount will not be refunded under any circumstances (for rooms and any additional services). In case of a no-show on the scheduled arrival date, even if the hotel has been notified by any means, the reservation will be fully canceled, and the hotel may charge the total reservation amount to the guest to cover cancellation fees and compensate for the loss incurred.

5 - Promotional Stay (Non-Refundable Reservations)

Certain promotional and/or special offers are sold exclusively online and not at the hotel reception. These offers, available on the website or on the websites and mobile services of Eklo's commercial partners, are rate offers for which no combination, cancellation, modification, or refund is possible (including rooms and any additional services). Unless otherwise stated in the specific offer conditions, online prepayment of the entire stay and any additional services is required to validate this reservation. In case of a no-show on the scheduled arrival date, even if the hotel has been notified by any means, the total prepaid amount at the time of booking will not be refunded.

6 - Canceling or Modifying Your Reservation

Please note that, in the case of accommodation services, according to Article L 221-28 paragraph 12 of the Consumer Code, you do not have the right of withdrawal provided for in Article L 221-18 of the Consumer Code.

6.1. Canceling Your Reservation

Simple and guaranteed reservations can be canceled before 6:00 PM on the scheduled day of arrival. To cancel a simple or guaranteed reservation without charge, you must notify the concerned hotel directly as soon as possible by email or phone as indicated in the booking confirmation.

A refund will be made for the portion of the stay that is canceled (by the same payment method used to pay for the stay). Prepaid reservations cannot be modified and/or canceled. The advance payments (deposits) will not be refunded. The cancellation option, when selected at the time of booking, allows for the cancellation and/or modification of the reservation. For a cancellation request, it must be made before 6:00 PM on the day of arrival, directly with the hotel, whose contact details are provided in the booking confirmation. The reservation will then be fully refunded (excluding the cost of the cancellation option). In case of late cancellation (after 6:00 PM on the scheduled day of arrival), the hotel will charge the amount corresponding to the first night (excluding tourist tax and additional services), retaining the payments made in cash or debiting the debit/credit card provided during booking to cover the cancellation fees. The remaining nights will be canceled and refunded by bank transfer if the initial payment was made in cash. In case of a shortened stay, delayed arrival date, modified number of guests, or any other change to the original booking contract, the advance payments (deposits) will not be refunded or deducted from the invoice, as they constitute a cancellation fee. The balance of the initially reserved stay will be required.

6.2. Modifying Your Reservation

For any extension of stay, you must contact the hotel reception before 10:00 AM to check room availability. If this extension is possible, you must immediately pay the corresponding amount for your room, so the hotel can grant you access to the room. For any interruption of stay, you must notify the hotel reception before 10:00 AM for the interruption of your stay to be taken into account. In the case of a simple or guaranteed reservation, the refund of the price of the canceled part of the stay will be made on the card used for payment if the initial payment was made by Visa or Mastercard. For any other payment method, the refund of the price of the canceled part of the stay will be made by bank transfer. Promotional offers and/or special offers cannot be modified, canceled, or refunded (for the stay amount or additional services). For more information, refer to Section IV Promotional Offers and/or Special Offers (Non-Refundable Reservations). In this case, it is mentioned in the specific offer conditions.

7 - Relocation

In the event of force majeure, the establishment reserves the right to accommodate participants entirely or partially in a nearby hotel of equivalent category for similar services, with the transfer costs borne by the establishment, which cannot be sought for any additional compensation.

8 - Prices

Prices are per room for the selected number of guests and date. Rates are expressed in euros, including taxes. The rates confirmed upon reservation request are fixed. The amount of the tourist tax, collected on behalf of municipalities, varies depending on the city and is payable per person per night upon arrival. Unless otherwise stated, additional services (breakfast, parking, etc.) are not included in the price. Prices take into account the VAT applicable on the day of booking, and any change in the applicable VAT rate, or any modification or introduction of new legal or regulatory taxes imposed by the competent authorities, will automatically be reflected in the prices indicated on the billing date of the stay (arrival date).

9 - Payment Terms

To access your room, payment must be made in advance. Online payment can be completed via credit/debit card (Visa, Visa Electron, Maestro, and/or Mastercard) through a secure payment system. You will need to provide your credit/debit card number, expiration date, and CVV (security code on the back of the card).

For bookings that can be canceled on the day of your arrival until 6 PM, you may pay at the hotel using vacation vouchers (ANCV). Payment by e-carte bleue or ANCV e-connect is also available for booking and paying for your stay at Eklo hotels.

Any irregularity detected in the payment or payment method (even after full payment has been made), or any incomplete, fraudulent payment, or payment associated with illegal activities attributable to the client or carried out by the client in collaboration with a third party, will result in the full cancellation of the reservation at the client's expense, without prior notice and without prejudice to any civil or criminal actions that may be taken against them.

Once the reservation is confirmed and online payment is completed, you will receive a detailed confirmation via email to the email address you provided, which will serve as proof of payment for the reservation. The confirmation is deemed to represent the agreement between the parties.

Upon arrival at the hotel, you can request a detailed invoice showing the total cost of your stay, including any applicable tourist tax.

The payment terms are as follows: At the end of your stay, the deposit will be deducted from the final invoice for the initially planned period. Balance invoices are payable upon receipt on the day of departure. Unless otherwise agreed, no payment extensions are granted. Payment for additional services (laundry, drinks, telephone, tourist tax, etc.) requested by participants must be made by the participants before their departure. In case of non-payment, the invoice will be sent to the client, who agrees to pay it upon receipt.

Any delay in payment will result in the charging of late fees equal to one and a half times the legal interest rate in effect without prior notice.

10 – Insurance, Damage, Breakage, Theft

The client is responsible for safeguarding their belongings and equipment. The client must inform the establishment of any damage for which they are responsible. They are liable for all damages caused by their actions and agree to bear the costs of restoring any damaged areas (room, common areas such as garden, lounge, sanitary facilities).

 

11 - Recommendations

The client agrees not to invite any person whose behavior may cause harm to the establishment, which reserves the right to intervene if necessary. The client may only consume food and beverages brought from outside in the guest kitchen or in their room. Consumption in common areas is prohibited without prior authorization from management. The client agrees to ensure that participants and their guests comply with all the establishment’s rules and regulations (including the no-smoking policy). The client will ensure that participants do not disrupt the operation of the establishment or compromise the safety of the establishment and its occupants.

Eklo hotels are insured with reputable insurance companies for their professional liability. You should also report any inconvenience during your stay to minimize potential harm.

12 - Liability and Force Majeure

The photographs and information displayed on this website are not contractual. Eklo cannot be held responsible for the non-performance or poor performance of the reservation in the event of force majeure, actions by a third party, actions by the client, failure of the internet network, or refusal of payment by the cardholder's bank.

13 - Complaints

After contacting Eklo's customer service to attempt an amicable resolution of the dispute and in the absence of a satisfactory response or no response within sixty (60) days from the date of the complaint, the client may contact the Tourism and Travel Mediator, whose contact details and procedures are available on their website: www.mtv.travel.

Their contact details are as follows:​

-    Postal address: MTV Médiation Tourisme et Voyage BP 80303 – 75823 PARIS CEDEX 17
-    Email : info@mtv.travel