General conditions of sale

How to make a reservation and useful information

The Reservation Department is open from 8.30 a.m. to 8 p.m. Paris time every day.
Deposit : In order to confirm definitively your reservation, a deposit of 30% of the total amount is required. A link will be sent to you after you have booked your stay, in order to make your payment securely online. Alternatively, you can send us a cheque or bank transfer payable to : CIE HÔTELIÈRE ET FERMIÈRE D’EUGÉNIE-LES-BAINS – MICHEL GUÉRARD (CHEFEMG). Bank: H.S.B.C. – 44, Avenue Victor Hugo – 40 000 Mont-de-Marsan – IBAN: FR76 3005 6001 8301 8321 0099 032
Cancellation of reservation by the customer : If you are unable to come at the confirmed date, please inform the Reservation Department by writing. Only a written cancellation – by post or by email at email reservation@lespresdeugenie.com – will be taken into account.
The terms of repayment and deferment will be applied as follows :
- For any cancellation more than 15 days before your arrival date : we will issue a full refund.
- For any cancellation between 15 days and 48 hours before your arrival date : we give you the opportunity to carry forward the paid deposit to another stay, until 31st December of the current year. However, in the event of definitive cancellation and in accordance with the provisions of article 1590 of the French Civil Code, “any deposit paid remain definitively acquired.”
- For any cancellation less than 48 hours before your arrival date : the deposit paid is definitively acquired.
- In case of no show at the hotel on the day of your reservation, the whole number of nights previously booked will be due and invoiced.
- For any shortened stay, once you have arrived in Eugénie, the full amount of the nights previously booked will be due and invoiced.
- Special case of “Early Bird” rates: rates indicated as requiring 100% prepayment at the time of booking do not entitle the customer to any refund in case of cancellation.
Credit cards : Visa, Eurocard, Mastercard, American Express, JCB.
If you have booked your stay via another channel and want to cancel it, you must cancel on the same channel.
Arrivals and departures :
- On the day of arrival, you can check-in in your room from 3 p.m.
- On the day of departure, rooms must be vacated by midday.
Any miscellaneous extras and supplements which are not included in these rates, such as local tourism taxes, charges for the wine cellar, bar, telephone, laundry, beauty treatments, massages, etc. must be paid for on the spot, in addition to the rest of the balance, on the day of your departure.
The net prices inclusive of all taxes (except for any legal tourism taxes) shown are subject to alteration which might be due to new taxes, and any modification in the opening dates and seasons, which could occur.

Complaints, mediation and disputes
Any complaint must be sent as soon as possible (if possible in real time) and no later than 15 days after the end of the stay by post or e-mail (reservation@lespresdeugenie.com), accompanied by the necessary supporting documents.
After contacting our Reservation Department and if you do not receive a satisfactory response within 30 days, you may refer the matter to the Tourism and Travel Ombudsman, whose contact details are given below. Postal address: Médiation Tourisme et Voyage – BP 80 303 75 823 -Paris Cedex 17. Website : www.mtv.travel

Services

Treatments at La Ferme Thermale^®: As the Thermal Spa is very successful, we strongly advise you to book your treatments before your arrival, ideally with your accommodation reservation. Any spa treatment, massage by a state qualified physiotherapist, beauty treatment by a qualified beautician (not included in the spa packages shown above), booked and cancelled with less than 24 hours’ notice will be billed at 100% of its price.
The fees for medical examination and supervision, which are highly recommended from 5-day-hot spring treatment programs, carried out by the spa doctors, at La Ferme Thermale^®, are not included in the packages on our website and brochures. They must be paid to the doctors in addition to our rates.
Some of our treatments are not recommended for pregnant women. Thank you for kindly informing us, should you be expecting a baby.
La Ferme Thermale^® is not accessible to children and adolescents under 16 years of age.
Room service and Outdoor service : All food and beverage services requested outside of the bar, lounges and dining rooms (in other words : rooms, terraces, swimming pools and gardens) or at unusual times, will be charged with an extra 20%.
- At La Maison Rose: no room service. Breakfast is served in the dining room between 7.30am and 9.30am.
- At the Couvent des Herbes and Logis des Grives, breakfast is served either as a buffet in the Orangerie, between 7.30am and 10.30am, or in your room, between 7.30am and 9.45am.
Pets : Because a medical spa facility is located within the Main House, imposing sanitary measures, pets are admitted neither in the Restaurant Michel Guérard nor to rooms in the Main House. Pets, except for guard dogs, are allowed at tat La Maison Rose, Le Couvent des Herbes and Les Logis des Grives with an extra cost, (accommodation only, food not included). Pets are also welcome in our Auberge de la Ferme aux Grives.

Miscellaneous

Under the law applicable in France since 1^st January 2008, and for our customers’ comfort and health, all our lounges and restaurants, as well as our rooms and suites are non-smoking.
A safe is at your disposal in your room. Please leave any valuable you may have inside it. We decline liability in case of loss or theft.
Our company declines liability for any damage that may occur to your vehicle while it is parked in one of our landscaped car parks.
Our guests are expected to respect all employees working for the Domaine.
Any behaviour or attitude that undermines their dignity, their physical and/or moral integrity will lead to the suspension of the service provided.
Any damage found in the rooms and suites occupied by our guests will be invoiced to them at the price of their repairs.