General Sale Conditions

Direct Individual Sales

As used herein, the terms below shall have the following meanings:

  • GTC: these General Terms and Conditions of Sale applicable to the Customer and the Hotel.
  • Client: natural or legal person making a reservation on their own behalf or on behalf of another person and/or the person staying at the hotel as part of their professional or personal activity.
  • Booking Confirmation: document summarising the details of the booking made by the Customer, sent by the website or the Hotel to the Customer.
  • Hotel: hotel belonging to the TIMHOTEL Group.
  • Additional services: all services not included in the package.
  • Stay: all the products and services provided by the hotel for the Client.
  • DCP: personal data



These terms and conditions apply to individual bookings 5 rooms or less, made in one go, excluding those made by a travel professional, made directly in TIMHOTEL hotels or on our website Online bookings can be made until 11.59pm for same-day arrival.

Reservations for more than 5 rooms are group bookings and may be subject to special conditions. For these bookings, please contact the hotel directly. 

For the hotel La Lanterne & Spa by Timhotel, bookings over 1,500€ will be subject to special conditions and additional guarantees.

The main characteristics of the Services are presented on the website. It is the Customer's responsibility to read them before making any reservation. The choice and purchase of a Service is the sole responsibility of the Customer.

The Customer undertakes to comply with and ensure compliance with all the provisions set out in this document, as well as all legal and regulatory requirements.

These conditions of sale may be modified at any time, and the conditions applicable will be those in force on the date on which the reservation is made.

These General Terms and Conditions shall prevail over any other general terms and conditions of sale not expressly approved by the TIMHOTEL SAS group, owner of the TIMHOTEL brand.

As these GCS may be subject to subsequent amendments, the version applicable to the Customer's purchase is that in force on the website at the date of the reservation.

Article 2.CAPACITY

The Customer acknowledges that he/she has the capacity to enter into commitments under these GCS and, more generally, to enter into contracts, i.e. that he/she is of legal age and not under guardianship.

The Customer undertakes to book hotel rooms and ancillary services for his/her personal needs and for bookings of five (5) rooms maximum, depending on the establishment.

The Customer undertakes to complete the information requested on the booking request and attests to the truthfulness and accuracy of the information provided.

The Hotel reserves the right to cancel or refuse any reservation from a Customer with whom there is a dispute over payment of a previous reservation.


The Customer declares that he has read and accepted the GTC (including the DCP use policy).

Any reservation made on the TIMHOTEL website constitutes the formation of a contract concluded remotely between the Client and the Hotel.

For bookings made exclusively on the Internet, when the Customer accepts the latter by ticking the box provided for this purpose before the online booking procedure begins. The Customer selects the services he/she wishes to book on the website, as follows:

  1. Selection of hotel, room type, period and price;
  2. Selection of any additional services ;
  3. Provide contact details by creating a Customer account or logging into one if one already exists;
  4. Check and validate the details of the reservation, the total amount of the reservation and the terms and conditions of the fare;
  5. Consult and accept the General Terms and Conditions and the terms and conditions of the fare selected before confirming your reservation;
  6. Enter your bank card details in the case of a guarantee or prepayment;
  7. Receipt of the Booking Confirmation by email to the address indicated in the customer account;

The Customer has the opportunity to check the details of their booking and its total price and to correct any errors before confirming their acceptance (article 1127-2 of the French Civil Code). Confirmation implies acceptance of these GTC in their entirety and constitutes proof of the sales contract.

TIMHOTEL acknowledges receipt of the booking by sending an e-mail summarising: the type of booking made, any additional services booked and applicable tourist taxes, the booking dates, the rate, the total amount to be paid and details of this amount, the conditions of sale linked to the rate selected and accepted by the customer, customer service information and the hotel address to which the customer can send a complaint if they so wish.

The Customer acknowledges that he/she is aware of the nature, purpose and reservation terms and conditions of the Services offered by the Hotel and that he/she has requested and obtained the information necessary to make his/her reservation with full knowledge of the facts. The Customer is solely responsible for his/her choice of services and their suitability for his/her needs, and the Hotel may not be held liable in this respect.

The photographs appearing on any communication medium reflect a faithful image of the Products and Services offered but do not constitute a contractual commitment insofar as they cannot ensure perfect similarity with the actual locations.


It is possible to create a "Customer account" by becoming a member of the Loyalty Programme. A Customer account may be created by the Hotel on the occasion of a stay acquired on site.

To this end, the Customer is asked to provide a certain amount of personal information, such as, but not limited to, their first and last name, email address, postal address and telephone number.

In this respect, the Customer undertakes to provide accurate information and remains responsible for updating his/her data. They must therefore notify the Hotel immediately of any changes.

Registered Customers can access their Customer account by logging in using their login details (e-mail address defined when they registered and password).

The Customer is entirely responsible for protecting the password he/she has chosen. They are encouraged to use complex passwords. If they forget their password, Customers can generate a new one. This password guarantees the confidentiality of the information contained in the "my account" section and the Customer therefore undertakes not to pass it on or communicate it to a third party. Failing this, the Seller may not be held liable for unauthorised access to a Customer's account.

The Customer account enables the Customer to consult all orders placed on the Site as a Member. 

If the data contained in the Customer Account section were to disappear as a result of a technical failure or force majeure, the Vendor shall not be held liable, as this information has no evidential value and is for information purposes only.

The pages relating to the Customer account are freely printable by the Customer holding the account in question but in no way constitute proof; they are for information purposes only and are intended to ensure efficient management of the Customer's orders or contributions.

The Hotel shall keep the written record of the conclusion of the contract in electronic or paper format for a maximum period of 10 years for any contract concluded with the Customer corresponding to an amount in excess of 120 euros including tax, in accordance with article L.213-1 of the French Consumer Code.

The Customer is free to close his/her account on the Site. To do so, they must send an e-mail to the Hotel indicating that they wish to delete their account. The Customer's data may not be recovered. The Hotel reserves the exclusive right to delete the account of any Customer who has contravened these GTC (including, but not limited to, when the Customer knowingly provides incorrect information when registering and creating his/her personal space) or any account that has been inactive for at least one year. Such deletion shall not constitute a loss for the Customer, who shall not be entitled to claim any compensation as a result. This exclusion is not exclusive of the possibility for the Hotel to take legal action against the Customer, when the facts so justify.

Article 5.RATES

Rates are indicated before and at the time of booking by the Customer. They are per room for the number of people and the period selected.

Prices are quoted in euros (€) and only cover the services strictly mentioned in the booking.

The conversion into foreign currency is given for information purposes only and is non-contractual. If a rate involves payment directly to the Hotel on the Customer's arrival or departure and the Customer's currency is not the same as that of the Hotel, the rate debited by the Hotel may differ from the rate communicated at the time of reservation, taking into account changes in the exchange rate between the date of reservation and the date of payment. Charges specific to the customer's bank may apply.

Tourist taxes are not included and must be paid directly on site when the Customer arrives at the Hotel. The Customer undertakes to pay these various taxes to the Hotel without any dispute.

The prices mentioned on the website are subject to change without notice and only the price (excluding tourist tax) mentioned in the booking confirmation is binding.

Rates are confirmed to the Client in the Hotel's commercial currency and include VAT (excluding tourist tax). They include VAT at the rate applicable on the day of booking; any change in the rate applicable to VAT will automatically be reflected in the rates indicated on the date of invoicing. The same will apply to any change or introduction of new legal or regulatory taxes imposed by the competent authorities.

Article 6.PAYMENT

Payment for all services is made either via the internet or directly to the hotel (with the exception of pre-payment at the time of booking).

A secure payment provider (Wordline) is in place on the TIMHOTEL website.

For bookings made exclusively via the Internet, the Customer must provide his/her bank details, specifying the name of the bank card, the bank card number, the validity date (the bank card must be valid until the end date of the holiday) and the cryptogram. Payment data is exchanged in encrypted mode using SSL protocol.

Credit cards are accepted: Visa, MasterCard, American Express.

A reservation is only effective if the Client guarantees his/her reservation by providing a credit card number with a validity date that is valid at the time of the Client's stay. The hotel reserves the right to refuse any reservation if the credit card number is incorrect.

At the time of booking, for bookings without prepayment, an authorisation to debit the credit card will be given by the secure payment service provider in place on the site (Wordline). This authorisation will be for information purposes only and will under no circumstances constitute a debit to the account. For pre-payment bookings, the full amount of the stay will be debited at the time of booking by the same secure payment provider (Wordline).

For bookings made on site, the Hotel will ask the Customer to pay the total amount of the stay on arrival.

The Customer must present the bank card used to pay for the online reservation at the Hotel. The Customer may be asked to show proof of identity as part of the procedures to prevent credit card fraud.

If the customer is unable to provide the same card, the hotel may request a new payment.

The Hotel shall not be obliged to provide the Services ordered by the Customer if the price has not first been paid in full in accordance with the above conditions.

Payments made by the Customer will not be considered final until the sums due have actually been received.



Requests must be made by the following means:

  • or by notifying the hotel concerned as soon as possible at reception, by telephone or by e-mail;
  • or by clicking on the link provided in the booking confirmation e-mail

The Customer will receive confirmation of the cancellation by e-mail. The change to the reservation is firm and definitive only after the Customer has received confirmation from the Hotel.

B.Cancellation or postponement

Any request to cancel or postpone a booking must be made before 4pm one (1) day before the start of the stay for Flexible Rate bookings.

A refund will be made for the cancelled part of the stay (using the same payment method as that used to pay for the stay) if the conditions of the offer allow.

Some prices do not allow changes or cancellations, as full prepayment is required at the time of booking.

The date of receipt of the written request for cancellation (by e-mail or post) will be the date on which the reservation is effectively cancelled.


Any interruption to your stay must be requested from the hotel reception before 11am on the day of the interruption.

In the case of a simple or guaranteed reservation, the refund of the price of the cancelled part of the stay will be made to the account of the card used for the initial payment.

For all other methods of payment, the price of the cancelled part of the holiday will be refunded by cheque or bank transfer.


Any extension to the stay must be requested from the hotel reception before 11 a.m. in order to be taken into account. If the extension is possible, the Customer will immediately pay the amount corresponding to the overnight stay.

E. No show

In the event that the Customer does not turn up at the Hotel and in the absence of notification of cancellation before 4 p.m. one day before the start date of the stay :

  • If the reservation has been guaranteed by the provision of the Customer's bank details, it will automatically give rise to the invoicing and debiting of the price of the first night (excluding tourist tax and additional service(s)) by way of fixed compensation and for the cancellation without charge of the remainder of the stay booked. The remaining nights will be cancelled;
  • If the reservation has been guaranteed by prepayment of the entire stay, no refund will be made.

In the case of "non-refundable" bookings, the total price to be paid is paid in full at the time of booking, unless expressly stated otherwise in the conditions of the offer. This sum will not be reimbursed under any circumstances, either for the room or for any additional services. If the client fails to arrive on the scheduled arrival date, even if the hotel has been notified by any means whatsoever, the reservation will be cancelled in its entirety and the hotel will charge the client the full amount of the reservation to cover cancellation costs.

If the stay is interrupted by the Customer, the full price agreed will be collected.


The Services acquired by the Customer, which include hotel room reservations and ancillary services, will be provided in accordance with the following terms and conditions.

In accordance with Article R. 814-1 of the French Code de l'Entrée et du Séjour des Etrangers et du Droit d'Asile (Code on the Entry and Residence of Foreigners and the Right of Asylum), the Client may be asked to complete an individual police form upon arrival at the Hotel, at the time of check-in. In this case, the Client must show proof of identity to enable the hotel to check whether or not the form should be completed.

Unless expressly agreed otherwise, the room will be made available to the Customer on the day of arrival from 2 p.m. and the Customer will leave the room on the day of departure by 12 noon at the latest. Failing this, the Customer will be billed for an additional night's stay. The Customer must check his/her departure date.

In the event of force majeure or exceptional circumstances, the Hotel reserves the right to accommodate Customers in a nearby hotel of equivalent category, without any change in rate.

Each room can accommodate a maximum number of occupants (adults and children). For safety reasons, it is impossible to stay in a room with more occupants than declared and authorised. If, on arrival, the Hotel establishes that this is the case, it will be obliged to refuse access to the room, with full payment of the 1st night remaining due. The Hotel will endeavour to offer, subject to availability, a room of a suitable capacity, and the price of this new room will apply.

The Hotel is an entirely non-smoking area, unless an exception is indicated on site. The Customer is liable for direct and/or indirect, consequential damage resulting from the act of smoking or vaping in places where this is not expressly permitted, including at the window or on the terrace/garden. In particular, the Customer is liable for the full cost of cleaning and restoring the damaged item or area to its original condition.

Pets are strictly forbidden in all TIMHOTEL Hotels.

The Client undertakes not to invite any person whose behaviour is likely to cause harm, as the hotel reserves the right to intervene if necessary.

The Customer accepts and undertakes to use the room with good manners. Any behaviour contrary to good morals and public order will consequently lead the Hotel to ask the Customer to leave the premises without any compensation or refund if payment has already been made. If no payment has yet been made, the Customer must pay the price of the nights consumed before leaving the Hotel.

The Customer shall be held liable for all direct and/or indirect, consequential damages caused by the Customer in the room reserved or that the Customer may cause within the Hotel. Consequently, he/she undertakes to compensate the Hotel for the amount of said damages and interest that may be due, procedural and legal costs incurred by the Hotel, as well as the costs resulting from the Hotel's inability to rent the room to other guests due to the damage.

WIFI access (with or without a charge) enabling Customers to connect to the Internet will be offered in accordance with the Hotel's current policy. The Customer is required to comply with the terms and conditions of the Hotel'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 Hotel undertakes to use its best efforts to provide the Services reserved by the Customer, on a best-efforts basis.

The Hotel guarantees the Customer, in accordance with legal provisions and without additional payment, against any lack of conformity or latent defect resulting from a failure to provide the Services reserved and actually paid for under the conditions and according to the procedures defined in the GTCS.

The Services provided through the Hotel's Internet site comply with the regulations in force in France. The Hotel may not be held liable in the event of non-compliance with the legislation of the country in which the Services are provided, which it is up to the Customer, who is solely responsible for choosing the Services requested, to check.

Article 10.LODGING

In the event of force majeure, an exceptional event or technical problems in the hotel making the Client's stay impossible, the hotel will do everything in its power to find alternative accommodation in a hotel of the same or higher category (except in extreme cases). In such cases, the Hotel shall bear the cost of the alternative accommodation (extra charge and transfer) and shall not be liable for any additional compensation whatsoever.


TIMHOTEL processes personal data in accordance with regulations. To find out more, please consult our "Policy on the use of personal data".

Pursuant to article L223-2 of the French Consumer Code, customers are informed that they may register free of charge on the national telephone anti-solicitation list, known as "Bloctel" (


In accordance with article L 221-28 of the Consumer Code, the Customer does not have the right of withdrawal provided for in article L 221-18 of the Consumer Code, given the nature of the services provided.

Consequently, the Services acquired by the Customer are subject exclusively to the cancellation and modification conditions set out in the GTCS and the Customer may not invoke the right of withdrawal.


Any complaint must be sent by recorded delivery post to TIMHOTEL SAS - 60, rue Marcel Dassault - 92100 Boulogne Billancourt, no later than 15 days after the departure date.  In the absence of reservations or complaints expressly made within this time limit by the Client upon receipt of the Services, the latter will be deemed to comply with the reservation, in terms of quantity and quality.

In accordance with Article L.612-1 of the French Consumer Code, "any consumer has the right to have recourse, free of charge, to a mediator with a view to the amicable resolution of a dispute between him/her and a professional". To this end, the Hotel guarantees effective recourse to a consumer mediation system by adhering to the Tourism and Travel Mediation Charter - MTV.

After having contacted TIMHOTEL's customer service to try to resolve the dispute amicably and in the absence of a satisfactory response or in the absence of a response within sixty (60) days of the complaint, the customer may refer the matter to the Tourism and Travel Ombudsman, whose contact details are as follows:

- Postal address for complaints: MTV Médiation Tourisme et Voyage BP 80303 - 75823 PARIS CEDEX 17

- Email :

- Information:

The Tourism and Travel Ombudsman may be contacted within twelve (12) months of the first complaint.

Any consumer may also have recourse to the European online dispute resolution platform accessible at the following address:


With regard to the use of the website, TIMHOTEL SAS is the owner of all intellectual property rights relating to the website.

The elements accessible on the site, in the form of texts, photographs, images, icons, sounds, videos, software and databases, are also protected by intellectual and industrial property rights and other private rights held by Paninvest.

Unless expressly agreed in writing by TIMHOTEL SAS, it is expressly forbidden to reproduce, exploit, distribute or use in any way whatsoever, even partially, elements present on the site, or to distribute a simple hypertext link.

Article 15.FORECAST

The General Terms and Conditions of Sale expressly exclude the legal regime of unforeseeability provided for in Article 1195 of the French Civil Code for all services provided by the Provider to the Customer. The Hotel and the Customer therefore each waive their right to invoke the provisions of Article 1195 of the French Civil Code and the unforeseeable circumstances regime provided for therein, and undertake to fulfil their obligations even if the contractual balance is upset by circumstances that were unforeseeable when the sale was concluded, even if their performance proves excessively onerous, and to bear all the economic and financial consequences thereof.


The Hotel and the Customer shall not be held liable if the non-performance or delay in the performance of any of their obligations, as described herein, results from a case of force majeure, within the meaning of Article 1218 of the French Civil Code.



In the absence of an amicable agreement, any disputes that may arise between users in connection with the interpretation and/or performance of these terms and conditions shall be subject to the exclusive jurisdiction of the courts in accordance with the legal rules governing the allocation of jurisdiction in force.


The present general terms and conditions of sale are applicable from the date of their last update and for as long as the TIMHOTEL services are online. They may be amended and/or supplemented at any time. We therefore invite you to consult them regularly.

The General Terms and Conditions of Sale applicable are those in force at the time of booking.

Changes to the General Terms and Conditions of Sale will not apply to bookings already made on the Site.


The Customer acknowledges that, prior to making a booking and concluding the contract, he/she has been provided, in a legible and comprehensible manner, with these GTC and with all the information listed in article L. 221-5 of the French Consumer Code, and in particular with the following information:

  • The essential characteristics of the Services, taking into account the communication medium used and the Service concerned;
  • The price of Services and ancillary costs ;
  • If the contract is not executed immediately, the date or time by which the Hotel undertakes to provide the reserved Services ;
  • Information relating to the identity of the Hotel, its postal, telephone and electronic contact details, and its activities, if this is not apparent from the context,
  • Information on legal and contractual warranties and how they apply;
  • The functionalities of the digital content and, where appropriate, its interoperability ;
  • The possibility of resorting to conventional mediation in the event of a dispute ;
  • Information on important contractual conditions.
  • Payment methods accepted.