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General terms and conditions

NEHÔ FRANCE operates the website www.neho4you.com (hereinafter “NEHÔ 4 YOU Site”) allowing the booking of overnight stays in various hotels listed by NEHÔ 4 YOU.

The present general terms and conditions (hereinafter “the General Conditions”) aim to govern the relations between the customer (hereinafter “the Customer”) and the company marketing the hotel establishment for which the Customer makes a reservation (hereinafter “NEHÔ 4 YOU”) and whose name and contact details appear in the list attached to the General Conditions and in the reservation summary.

  1. Contractual Documents – Order of Precedence

1.1 The relations between NEHÔ 4 YOU and the Customer are governed by the General Conditions, supplemented by their annexes (the service description – hereinafter “the Service Description” and the scale of fees charged to the Customer in case of damage / deterioration or if objects and/or furniture are missing in the rooms or apartments), as well as by the reservation summary on which are notably indicated the applied rate and any special conditions related to the chosen rate (payment conditions, on one hand, and cancellation and modification conditions – hereinafter the “Cancellation and Modification Policy”, on the other hand). All these documents constitute the entirety of the contract (hereinafter “the Contract”).

  1. Prerequisites

Booking a room or apartment with NEHÔ 4 YOU is reserved for individuals who are of legal age and legally capable. By making a reservation for a room or apartment with NEHÔ 4 YOU, the Customer expressly declares to meet these conditions.

  1. Booking Procedures

3.1 Booking can be made on the NEHÔ 4 YOU Site according to the following process and subject to the availability of the desired room(s) or apartment(s):

The Customer selects the hotel establishment, specifies the dates of their stay, chooses the type and number of room or apartment they wish to reserve and selects among the daily rates offered then validates their choice after having read the complete description of the corresponding room(s) or apartment(s), the rates, the services included in these rates, the payment conditions, and the Cancellation and Modification Policy;

They are then invited to identify themselves if they already have a customer account;

If they do not have a customer account, to create an account by filling out a form with their details and choosing a password to access their account later and benefit from the associated, notably tariff, advantages.

The Customer guarantees the truthfulness and accuracy of the information given on this occasion;

In a second step, the Customer is invited to:

Fill out a form allowing the booking to be taken into account. The Customer guarantees the truthfulness and accuracy of the information given on this occasion;

or

Contact the concerned hotel establishment by email or phone, in case of a booking request for more than 9 rooms or apartments, on the same dates. Indeed, the present general conditions are not applicable in such a situation. Special conditions for group bookings will then be communicated by the hotel establishment before the booking confirmation.

Throughout their booking, the Customer has access to a summary of the details of their booking.

To proceed with the booking, the Customer must:

Select the type of room or apartment and the desired rate which can be flexible (cancelable and modifiable); semi-flexible (cancelable and modifiable) or non-refundable;

Select the options for customizing their stay.

The Customer must validate their booking including the chosen options at the displayed rate.

The Customer then accesses a page where they are invited to:

Provide their contact details necessary for the booking, or if they have a customer account, to identify themselves

Complete their payment information.

This page also contains information on payment conditions, as well as the Cancellation and Modification Policy.

The Customer is invited to confirm their booking request by validating the page, after having read and accepted the General Conditions including the Service Description.

After validation, the Customer accesses a page containing a summary of their booking.

If the booking request has been taken into account, the Customer receives an email at the email address indicated in the aforementioned form or in the personal information corresponding to their customer account, confirming their booking and communicating the General Conditions including the Service Description and the Cancellation and Modification Policy.

3.2 The booking can be made by the Customer by phone. To do this, they directly call the number indicated on the NEHÔ 4 YOU site for this purpose and follow the following procedure :

The Customer informs the NEHÔ 4 YOU interlocutor of the chosen hotel establishment, the number of rooms or apartments, and the type of room or apartment they wish to reserve, specifies the dates of their booking and selects among the daily rates offered. They validate their choice after having received, from their NEHÔ 4 YOU interlocutor, information regarding the complete description of the corresponding room(s) or apartment(s), the rates, the services included in these rates, the payment conditions associated with the rates, as well as the Cancellation and Modification Policy.

They are then invited to provide their name and contact details including an email address as well as information corresponding to a credit card whose expiry date will not be exceeded at the time of the Customer’s stay at the hotel establishment to guarantee and pay for their reservation during their stay or to proceed, if applicable, with the prepayment of their reservation.

After validation, the Customer is informed of the successful consideration of their booking request by receiving an email at the email address indicated by phone confirming their booking and communicating the General Conditions including the Service Description and the Cancellation and Modification Policy.

3.3 Depending on the hotels, for certain periods of the year, a package of nights may be required. Information related to the concerned periods and the minimum booking duration are communicated upon simple request by phone.

3.4 Any booking is nominative and cannot in any case be transferred to a third party, whether free of charge or for a fee or for commercial purposes.

  1. Stay at the Hotel Establishment

4.1. The Customer undertakes to use the room or apartment allocated to them and more generally all the equipment of the hotel establishment in a reasonable manner, in compliance with the legislation in force, good morals, and public order.

4.2. The Customer is responsible towards NEHÔ 4 YOU for any possible damage caused during their stay, as well as for any object or furniture belonging to the hotel establishment that would be missing at the end of their stay.

If the hotel establishment should notice any damage or if an object or furniture should be missing due to the Customer, NEHÔ 4 YOU will be entitled to invoice the amount corresponding to the damage caused within 48 hours following the departure from the hotel establishment.

NEHÔ 4 YOU reminds that its hotels are non-smoking. Smoking in the common areas and/or rooms or apartments constitutes damage. NEHÔ 4 YOU will, in this case, be entitled to invoice the amount.

4.3. In case of behavior contrary to good morals or public order, the hotel establishment may require the Customer to leave the hotel establishment immediately, without the latter being able to claim any refund or compensation.

4.4. If one or more minors occupy rooms or apartments booked by the Customer, the latter undertakes to ensure that at least one adult is present in each of the rooms or apartments booked.

4.5. The Customer undertakes to:

Use the safe in their room or apartment for all valuable objects and sums of money of a value less than or equal to 2,000 euros or, failing that, to deposit them in the central safe of the hotel establishment, it being specified that the total cumulative value of the objects stored in the safe of their room or apartment cannot exceed 2,000 euros;

Any failure to comply with these obligations will be considered as serious negligence on the part of the customer.

4.6. The Customer is informed that, pursuant to legal and/or regulatory provisions, they may be required to fill in a police form upon their arrival at the hotel establishment and to present a valid identity document.

The Customer is also informed that they must be able to present the credit card used to make the reservation of the room or apartment.

4.7. The Customer may enter and leave the hotel establishment 24/7 (it being specified that, depending on the establishments, during certain time slots, an entry control system may be put in place). The Customer is informed that in case of loss or theft of the electronic key, they can obtain a duplicate from the hotel establishment. For security reasons, the Customer will be required to present a valid identity document to obtain this duplicate.

4.8. The rooms or apartments can be occupied by the Customer from 3:00 p.m.

4.9. Unless benefiting from the provisions applicable to early arrival or late departure (see article 4.10 for more details), the rooms or apartments must be vacated by the Customer before 11:00 a.m., otherwise, a sum equal to the rate in force on the day of the delay for one night for the corresponding room or apartment will be invoiced.

These amounts are directly debited from the Customer’s bank account corresponding to the credit card number indicated to NEHÔ 4 YOU at the time of their reservation or subsequently.

4.10. Early Arrival – Late Departure: subject to availability, the Customer may request to access their room or apartment before 3:00 p.m. on the day of their arrival or to keep their room or apartment after 11:00 a.m.

This service must be subscribed on-site with the hotel establishment teams for an additional sum and subject to availability. The applicable rates are indicated on the NEHÔ 4 YOU Site.

  1. Customer Account

5.1. On the NEHÔ 4 YOU Site, the Customer has the possibility to create a customer account.

5.2. Via their customer account, the Customer can notably:

Modify their personal information;

Access the summary of their ongoing reservations and their previous stays;

Benefit from commercial advantages.

  1. Rates – Payment Terms

6.1. The Customer is informed of the rates of the subscribed services, prior to the conclusion of the Contract by consulting the NEHÔ 4 YOU Site.

The rates indicated on the NEHÔ 4 YOU Site are expressed in euros. They include VAT but not the tourist tax (personal and daily tax), the amount of which varies depending on the geographical location of the hotel establishment. The price indicated in the reservation confirmation mentioned in article 3 includes VAT but does not include the tourist tax. The amount of the tourist tax appears on the detail of the reservation confirmation for information purposes, its amount being subject to regular changes. Any modification of the taxes in force or introduction of new taxes subsequent to the reservation will be reflected in the total price paid by the Customer.

6.2. The rates indicated at the time of booking are per room or apartment, for one night.

6.3. Depending on the establishments and concerned periods, different types of rates may be offered to the Customer. The type and conditions of application of the different rates offered for a room or apartment in the chosen hotel establishment are detailed on the NEHÔ 4 YOU Site and included in the Cancellation and Modification Policy.

6.4. Depending on the type of rate chosen by the Customer at the time of their booking, the price of the night(s) booked must be paid by the Customer as follows:

Bookings without the possibility of free modification and cancellation require prepayment. In this case, the price of the night(s) booked must be paid by the Customer in full at the time of booking. In this case, the amounts due are directly debited from the bank account corresponding to the credit card whose details were provided by the Customer at the time of booking, after the booking has been validated by the hotel establishment;

For semi-flexible bookings with the possibility of modification and cancellation, a deposit of 50% is charged at the time of booking, and the balance of the total stay of the Customer will be debited, starting from the arrival of the Customer at the hotel establishment. In this case, the amounts due are directly debited from the bank account corresponding to the credit card whose details were provided by the Customer at the time of booking.

For flexible bookings with the possibility of modification and cancellation, the price of the total stay of the Customer will be debited, starting from the arrival of the Customer at the hotel establishment. In this case, the amounts due are directly debited from the bank account corresponding to the credit card whose details were provided by the Customer at the time of booking.

6.5 Any extras and/or indemnities due to damage or missing objects/furniture will also be directly debited from the bank account corresponding to the credit card whose details were provided by the Customer at the time of booking.

In this regard, NEHÔ 4 YOU informs the Customer that their bank details are kept from the validation of their booking. NEHÔ 4 YOU reserves the right to use these data after the end of their stay for a duration of 7 days.

The Customer is informed in advance of the detail and the amount of the debits that will be made on their account in case of damage noted by NEHÔ 4 YOU at the end of their stay. Regarding the consumption of extras, a summary note is communicated to the Customer by email.

6.6. NEHÔ 4 YOU may modify at any time the rates of the different rooms or apartments, without this modification having any consequences for the Customer who will, in any case, be invoiced the rate in force on the day of their reservation, except for the modification of the taxes in force or the introduction of new taxes, as provided in article 6.1 of these General Conditions.

NEHÔ 4 YOU may also modify the rates of ancillary services. The applicable prices for these will be those on the day of their order by the Customer.

  1. Modifications – Cancellation

7.1. In accordance with the provisions of article L.221-28 of the Consumer Code, the Customer is informed that they do not have the right of withdrawal provided by article L.221-18 of the same code.

7.2. For each booking of a stay, the cancellation and/or modification terms of the booking are detailed in the Cancellation and Modification Policy specific to the chosen rate which is reminded in the booking confirmation.

7.3 When the Customer has booked one or more nights without the possibility of cancellation and/or free modification, cancellation is not allowed. The commitment of the parties will be considered firm and final and the Customer will not be able to obtain any refund of the amounts paid as a prepayment on the day of booking.

7.4 When the Customer has booked a night with the possibility of modification for a Flexible or Semi Flexible rate, the Customer can freely change the date of this night or the type of room or apartment until the deadline provided in the conditions indicated at the time of their booking, subject to availability of a room or apartment in this establishment. In this case, the rate charged to the Customer will be the one in force, at the time of the modification, for the new dates and the new type of room or apartment chosen by the Customer.

When the Customer has booked a night at a Flexible or Semi Flexible rate with the possibility of cancellation and modification, the following terms apply:

In case of cancellation within the required deadlines, no sum will be charged to the Customer;

If the cancellation of a Flexible or Semi Flexible rate exceeds the required deadlines, this late cancellation will result in the invoicing of the total price of the first night. This sum will be directly debited from the bank account corresponding to the credit card whose details were provided by the Customer at the time of their booking. If however this debit proved impossible for any reason (including if the considered credit card was no longer valid), the Customer undertakes to pay the due sum by another means of payment accepted by the hotel establishment.

In case of cancellation during the Customer’s stay, the Customer will not be able to claim any refund of the night(s) cancelled, the entirety of the amounts paid at the beginning of their stay in application of article 6.4. remaining acquired to the hotel establishment.

These rules are applicable except in cases of force majeure as defined in article 11 or specific conditions specified in the Cancellation and Modification Policy specific to the chosen rate.

7.5 Except in cases of force majeure in application of article 11, if the Customer does not show up after 1 a.m. on the first day of their booking (“no show”)

If the nights were booked without the possibility of free modification or cancellation, the Customer will not be entitled to any refund or any compensation.

If the nights were booked with the possibility of cancellation or modification, the amount of the first night will be directly debited from the bank account corresponding to the credit card whose details were provided by the Customer at the time of their booking and any additional nights of the booking will be cancelled without charge, unless otherwise indicated in the Tariff Conditions.

In any case, unless the Customer has previously informed NEHÔ 4 YOU by email or phone before midnight that they could not be present before the arrival deadline but intended to join the hotel establishment later and take possession of their room(s) or apartment(s), the Customer is informed that NEHÔ 4 YOU will put their room(s) or apartment(s) back on sale.

7.6. If, exceptionally and except in cases of force majeure, the hotel establishment should not be able to ensure the booked reservation, it will offer the Customer, at their choice, either the refund of the sums already paid, or rehousing in an establishment of at least equivalent category and located nearby (the hotel establishment bearing the possible difference between the price of the room or apartment initially booked by the Customer with NEHÔ 4 YOU and the price of the room or apartment in the new proposed establishment).

7.7 The cancellation and modification terms are as follows:

When the Customer has booked one or more nights with the possibility of cancellation, the cancellation of the booking can be made with the concerned hotel establishment by email or phone;

When the Customer wishes to modify their booking, the modification of the booking can be made on the NEHÔ 4 YOU Site or with the concerned hotel establishment, by email or phone, according to the conditions described in 7.3 and 7.4 above.

  1. Nehô 4 you Loyalty Program

8.1. The activation by the Customer of their customer account allows them to join a loyalty program.

8.2. Within the framework of the Loyalty Program, the Customer can benefit from specific discounts on the rates offered. The detail of the discounts, other advantages, and conditions applicable to the Loyalty Program are available on the NEHÔ 4 YOU Site https://neho4you.com/general-conditions-loyalty-program/

  1. Liability – Claims

9.1. The Customer is solely responsible for the choice of services they wish to book and their suitability with their needs, and NEHÔ 4 YOU will not be liable in this respect.

9.2. The Customer is informed that NEHÔ 4 YOU cannot guarantee that the room(s) or apartment(s) allocated to them will be strictly identical to the photographs of the type of room(s) or apartment(s) booked appearing on the NEHÔ 4 YOU Site. Indeed, within the same hotel establishment, variations may exist between different rooms or apartments, of the same type, in terms of room or apartment format, furniture layout, colors, or in case of furniture changes or renovations. No claim can therefore be made by the Customer, unless the differences invoked are substantial.

9.3. Any possible claims from the Customer must be made to the hotel establishment staff and, if the Customer deems that no satisfactory solution could be found, must imperatively be addressed by registered letter with acknowledgment of receipt to the Customer Service whose contact details appear in article 10 within a maximum period of thirty (30) days from the end of the Customer’s stay in the concerned hotel establishment.

  1. Customer Service

To contact the Customer Service, the Customer can:

Send a letter to the following address:

NEHÔ FRANCE – Customer Service

266 avenue de la Californie, 06200 NICE.

Send an electronic message via their personal account.

Send an electronic message to the following address: service.clientele@neho-group.com

For efficiency, when the Customer contacts the Customer Service, they are invited to specify the name of the hotel establishment concerned by their request.

  1. Force Majeure

No failure or omission of either party in the performance of its obligations under the Contract shall be considered as a breach of this party’s contractual commitments in the event that such failure or omission was due to an event of force majeure, as defined by the jurisprudence of the plenary assembly of the Court of Cassation. Force majeure shall only relieve the party invoking it of its contractual obligations to the extent and for the duration that it is prevented from performing them.

  1. Miscellaneous

12.1. By express agreement between NEHÔ 4 YOU and the Customer, emails and SMS exchanged in the context of the execution of the Contract will have probative value.

12.2. These General Conditions of Sale may be modified and/or supplemented by NEHÔ FRANCE. In this case, the new General Conditions of Sale will be posted on the site www.neho4you.com and will apply immediately for any new reservation made on the website or by phone.

  1. Applicable Law – Dispute Resolution

The Contract is subject to French law.

The Customer is informed of the possibility to resort, in case of dispute, to a mediation procedure.

After having contacted the NEHÔ 4 YOU service and in the absence of a satisfactory response within a period of 30 days, the Customer can in particular refer the matter free of charge to a justice mediator. The list of justice mediators is available at the following address: http://www.conciliateurs.fr/.

For the establishments mentioned below:

Consumer Mediation Center of Justice Conciliators (CM2C)

Website: https://www.cm2c.net

INFORMATION RELATED TO COMPANIES OPERATING HOTEL ESTABLISHMENTS,

HOTELS & TOURISM RESIDENCES (RT)

NEHÔ SUITES CANNES CROISETTE (RT) ★★★★ – Société par actions simplifiée ALL SUITES CANNES CROISETTE, 12 rue Latour Maubourg – 06400 Cannes. RCS of Cannes: 802 766 899, intra-community VAT number: FR 35 802 766 899. Phone: +33 (0)4 93 94 90 00 – Email: contact@nehosuites-cannescroisette.com

NEHÔ SUITES PORTE DE GENÈVE (RT) ★★★ – SASU ANNEMASSE ETOILE, 17 avenue Emile Zola – ZAC de l’Etoile – 74100 Annemasse. RCS of Thonon-les-bains: 811 306 281, intra-community VAT number: FR 93 811 306 281. Phone: +33 (0)4 50 04 04 84 – Email: contact@nehosuites-portedegeneve.com

HÔTEL ROI SOLEIL PRESTIGE PLAISIR ★★★★ – SASU DECRES 2, 1277, avenue du Pressoir – 78370 Plaisir. RCS of Nanterre: 885 057 174, intra-community VAT number: FR 40 885 057 174. Phone: +33 (0)1 85 83 04 50 – Email: plaisir.prestige@hotel-roi-soleil.com

ANNEMASSE APPARTS (Residence) – SASU ANNEMASSE CENTRE, Parc Avenue II, Ilot Moret, 17 rue Marc Courriard – 74100 Annemasse. RCS of Thonon-les-bains: 832 275 341, intra-community VAT number: FR 76 100 057 190. Phone: +33 (0)4 50 74 44 45 – Email: contact@annemasseapparts.com

ARASS HOTEL & BUSINESS FLATS (RT) ★★★ – SA ARASS HOTEL & BUSINESS FLATS Plantin. Moretuslei 111 – BE 2018 Antwerpen (Antwerp). Intra-community VAT number: BE 0430 082 459. Phone: +32 (0)3 206 71 00 – Email: mail@arasshotel.be

RÉSIDENCE LA RÉSERVE (RT) ★★★★ – SASU LES PORTES DE GENEVE – 1 avenue du Jura – 01210 Ferney-Voltaire. RCS de Bourg-en-Bresse : 340 100 665, Intra-community VAT number : FR 87 343 100 665. Phone: +33 (0)4 50 40 30 20 – E-mail : contact@residence-la-reserve.com

HÔTEL LIDO MONS CENTRE ★★★★ – SRL HOTEL ARBALESTRIERS, Boulevard Charles Quint 27 – 7000 MONS (Belgique). Intra-community VAT number : BE 0742 490 656. Phone: +32 (0)6 532 78 00 – E-mail : info@lido.be

HÔTEL IBIS MONS CENTRE GARE ★★★ – SRL HOTEL CHARLES QUINT, Rue des Arbalestriers 112 – BE 7000 MONS (Belgique). Intra-community VAT number : BE 30 0689 0163 2811. Phone: +32 (0)6 584 74 40 – E-mail : ibismons@monshotels.be