OKKO HOTELS SAS uses the website www.okkohotels.com and its subdomain espaceclient.okkohotels.com to take bookings for stays at the hotels that make up the OKKO HOTELS chain.
The purpose of these general terms and conditions of sale (hereinafter referred to as "the General Conditions") is to govern relations between the customer (hereinafter referred to as "the Customer ") and the company operating the hotel for which the Customer makes a booking (hereinafter referred to as "OKKO HOTELS") and whose name and contact details appear in the list attached to the General Conditions and in the booking summary.
1. Contractual documents – Order of precedence
1.1. The relationship between OKKO HOTELS and the Customer is governed by the General Conditions and its annexes (the description of services, hereinafter “the Description of Services”, and the schedule of fees charged to the Customer in the event of damage/deterioration of furniture and/or of missing furniture in the rooms) and by the booking summary, which details the applicable rate and any particular terms and conditions linked to the chosen rate. Together, these documents constitute the contract (hereinafter “the Contract”).
1.2. In the event of any conflict between these documents, the order of precedence will be as follows: (i) the General Conditions, (ii) the booking summary and (iii) the annexes to the General Conditions.
Only natural, legally capable persons of adult age (18 years) may book an OKKO HOTELS room. By completing the booking of a room through OKKO HOTELS, the Customer expressly declares to fulfil these conditions.
3. Booking process
3.1 The booking can be made on the OKKO HOTELS website by the following process, subject to availability of the room(s) requested:
The Customer chooses the hotel, the number of rooms and the type of room that he/she wishes to book, specifies the dates of the stay and chooses from the rates available. He/she then confirms the choice after having reviewed the full description of the room(s) in question, the rates, the services included in the rates (such as internet access in the room(s) and breakfast) and any specific conditions that may be linked to the chosen rate.
The Customer is then prompted:
3.2 The Customer may choose to make his/her booking over the telephone. To do so, he/she should call the number indicated on the website and take the following steps:
The Customer indicates to the OKKO HOTELS representative the chosen hotel, the number of rooms and the type of room required, and the dates of his/her booking, then chooses from among the rates on offer. The Customer confirms his/her choice having received, from the OKKO HOTELS representative, information concerning the full description of the room(s), the rates, the services included in those rates (such as internet access in the room(s) and breakfast), and any specific conditions that may be linked to the chosen rate.
The customer is then asked to provide his/her name and contact details as well as the details of a bank card that will still be valid during the dates of the Customer’s stay at the hotel in order to confirm his/her booking and to pay for the stay on arrival or to proceed, if applicable, to the prepayment of the booking.
Following confirmation, the Customer is notified of the success of his/her booking request in an email confirming the booking and the General Conditions including the Description of Services.
3.3 The Customer may choose to make his/her booking by sending an email to OKKO HOTELS by taking the following steps:
In his/her email, the Customer indicates the number of rooms and the type of room that he/she wishes to book, in addition to the dates of the stay.
Depending on availability, OKKO HOTELS sends the Customer a proposal comprising the rates on offer, the General Conditions including the Description of Services, and any specific conditions that may be linked to the chosen rate.
The Customer confirms his/her choice by replying to the email, having reviewed the full description of the room(s) in question, the rates, the services included in the rates (such as internet access in the room(s) and breakfast), the General Conditions, and any specific conditions that may be linked to the chosen rate, as attached to the email sent by OKKO HOTELS.
In order to finalise the booking, the Customer is prompted to contact the hotel where he/she wishes to stay. The Customer gives the OKKO HOTELS representative his/her name and contact details, as well as the details of a bank card that will still be valid during the dates of the Customer’s stay at the hotel in order to confirm his/her booking and to pay for the stay on arrival or to proceed, if applicable, to the prepayment of the booking.
Following confirmation, the Customer is notified of the success of his/her booking request in an email confirming the booking and the General Conditions, including the Description of Services.
3.4 Depending on the hotel in question, for certain periods of the year and within reason, restrictions may be imposed on the minimum length of stay. Information related to the time periods concerned and the minimum length of stay applicable is available on the OKKO HOTELS website and, by request, over the telephone.
4. The stay at the hotel
4.1. The Customer undertakes to use the room that he/she has been allocated, and more generally all the hotel equipment, in a reasonable manner, in accordance with the applicable rules, common decency and public order.
4.2. The Customer is liable to OKKO HOTELS for any damage caused during the stay, and for any items of furniture belonging to the hotel that are missing at the end of his/her stay.
Should OKKO HOTELS observe any such damage, or if any object or item of furniture is missing for reasons attributable to the Customer, OKKO HOTELS will be entitled to send a bill for the damage caused within 48 hours of the Customer’s departure from the hotel, in accordance with the fee schedule attached to the General Conditions.
OKKO HOTELS emphasises that its hotels are non-smoking. Smoking in the common areas and/or the rooms constitutes an infringement of hotel rules. In the event of such an act, OKKO HOTELS will be entitled to send a bill for the damage caused, in accordance with the fee schedule attached to the General Conditions.
4.3. For behaviour that is found to be indecent or contrary to public order, OKKO HOTELS reserves the right to demand that the Customer immediately leave the hotel without being able to claim any compensation or damages.
4.4. If one or more people under the age of 18 years are staying in the rooms booked by the Customer, he/she agrees to ensure that at least one adult is present in each of these rooms.
4.5. The Customer undertakes to:
Any failure to fulfil these obligations will be considered as gross negligence on the part of the Customer.
4.6. The Customer is informed that, in accordance with legal and regulatory provisions, he/she may be obliged to fill in a police form on arriving at the hotel and to present a valid piece of ID.
The Customer is also informed that he/she must be able to produce the bank card used to book the room.
4.7. The Customer can enter and leave the hotel 24 hours a day (it being understood that entry to the hotel may, during certain periods, be subject to checks). The Customer is informed that, in the event of his/her electronic key being lost/stolen, a duplicate can be requested from the hotel. For security reasons, the Customer will be obliged to present a valid piece of ID to obtain the duplicate.
4.8. The Customer is entitled to occupy his/her room(s) from 14:00.
4.9. Unless the Customer wishes to take advantage of the Early Arrival or Late Departure services (see article 4.10 for further details), rooms must be vacated before midday (Monday to Friday) or 14:00 (on Saturday and Sunday). Any room not vacated on time will be subject to an extra charge equal to the rate for a stay of one night in the given room.
This amount will be debited directly from the Customer’s bank account, using the bank card details given to OKKO HOTELS either when the booking was made or at a later stage.
4.10 Early Arrival / Late Departure: subject to availability, the Customer may request access to his/her room before 14:00 on the day of his/her arrival or to retain his/her room after midday (14:00 on Saturday and Sunday) and until 18:00 on the day of his/her departure. Permission must be requested directly from the team at the hotel and is subject to availability and the payment of an additional fee. The applicable fees are available for consultation on the OKKO HOTELS website.
By registering for a Club Pass, the Customer can also access the Club outside the hours that he/she is entitled to occupy the room. Different Club Passes are available (for more information, see the Description of Services).
4.11. The annex to the General Conditions specifies which services are included in the price of a stay and which are charged separately (except information concerning internet access in customer rooms and breakfast).
4.12. With respect to the internet access provided the hotel, whether via cable or Wi-Fi, the Customer undertakes to respect the Conditions of Use that are given when the Customer first connects to the internet. The Conditions of Use are also available for consultation at the hotel’s reception.
4.13. Only one pet weighing less than fifteen (15) kilograms is allowed per room at OKKO HOTELS, at no extra cost, provided that it is kept on a leash or carried in a cage in the communal areas. However, for hygiene reasons, animals are not permitted in areas where refreshments are consumed (the Club) during the main hours of consumption (breakfast and evening apéritivo). The Customer is responsible for any damage that the animal may cause, particularly to the hotel’s staff and equipment, as well as to other customers and more generally to any third party.
Customers who bring pets to the hotel are also informed that the cleaners will not clean any rooms where pets are still present.
5. Club account
5.1. On the OKKO HOTELS website, the Customer has the option to create his/her own Club account.
5.2 The Customer can use the Club account to:
6. Rates – Methods of payment
6.1. Information on the applicable rates for services is available to the Customer, prior to conclusion of the Contract, on the OKKO HOTELS website.
The rates on the OKKO HOTELS website are given in euros. They are inclusive of VAT but not the taxe de séjour (this is a visitors’ tax, charged per person and per day by the host city or region, whose rate depends on the hotel’s location). The total cost indicated in article 3 of the booking summary is inclusive of VAT and the taxe de séjour. The amount detailed under taxe de séjour on the booking summary is for information only, and is subject to regular amendments. Amendments to existing taxes or the introduction of new taxes after the booking is made will be reflected in the total price paid by the Customer.
6.2. The rates when a booking is made are indicated per room, per night and for a maximum of two (2) guests per room (not including children less than eighteen (18) months of age and with the option to add an extra baby bed at no extra cost). By purchasing a specific Club Pass for the hotel, the Customer can give a third party non-customer access to the hotel’s complementary services (not including accommodation).
6.3. Depending on the hotel and the booking period in question, several rate types may be offered to the Customer:
6.4. In accordance with the rate type chosen by the Customer when a booking is made, the price of the night(s) booked must be paid by the Customer as follows:
When the booking requires an up-front payment (notably for certain promotional rates), the price of the stay must be paid in its entirety by the Customer when the booking is made. In these cases, the amount due is debited directly from the bank account associated with the bank card details provided by the Customer when making the booking, once the booking has been validated by OKKO HOTELS;
In other cases (particularly for flexible rates), the price per night will be debited on a daily basis, from the Customer’s arrival at the hotel until the end of his/her stay. In these cases, the amount due is debited directly from the bank account associated with the bank card details provided by the Customer when making the booking.
Any extra amounts due and/or charged for damaged or missing objects/furniture will also be debited directly from the bank account associated with the bank card details provided by the Customer when making the booking.
6.5. OKKO HOTELS may adjust the rates for the different rooms at any moment, without affecting the Customer who will always be charged at the rate that was valid on the day the booking was made, excluding amendments that have been made to existing taxes or new taxes that have been introduced, as outlined in article 6.1 of the General Conditions.
7. Amendments - Cancellation
7.1. In accordance with article L.121-28 of the French Consumer Code, the Customer is informed that he/she does not have the right to withdrawal and/or amendment, as outlined by article L.121-18 of the same code.
7.2. When the Customer has booked a stay with the option to amend it at a later date, the Customer is free to alter the date of the stay or the type of room until 18:00 on the first day of the stay, subject to availability in the hotel concerned. Under these circumstances, the rate charged to the Customer will be the one that is applicable at the time the booking is amended, for the new dates and the new type of room chosen by the Customer.
7.3. When the Customer has booked a stay with the option to cancel it at a later date, the cancellation of the stay must be requested without fail before 18:00 on the first day of the stay concerned. The cancellation can be effected on the OKKO HOTELS website or by telephone.
It is subject to the following provisions:
Conversely, the total cost of the stay will be charged for all late cancellations. This amount will be debited directly from the bank account associated with the bank card details provided by the Customer when making the booking. If, for whatever reason, it is not possible to take payment in this way (notably if the bank card concerned is no longer valid), the Customer undertakes to settle the amount due by another means of payment accepted by the hotel.
7.4. If the Customer has booked a stay without the option for amendment and/or cancellation, he/she is not permitted to amend or cancel the booking. The commitment of all parties will be considered as firm and definitive, and the Customer will be unable to claim back any of the money paid when making the booking.
7.5. In the unlikely scenario, not caused by force majeure, that OKKO HOTELS is unable to honour the booking purchased, the Customer will be able to choose between either being fully reimbursed for the money already transferred, or receiving accommodation at a nearby establishment of at least the same category (with OKKO HOTELS covering any possible discrepancy between the cost of the room originally booked by the Customer with OKKO HOTELS and the cost of the room at the new establishment suggested by OKKO HOTELS).
8. Loyalty Scheme
8.1. The Customer’s activation of a Club account entitles him/her to receive the benefits associated with a loyalty scheme (hereinafter referred to as "the Loyalty Scheme").
8.2. Through the Loyalty Scheme, the Customer can benefit from a system of discounted rates. Details on the discounts and conditions that apply to the Loyalty Scheme are available for consultation on the OKKO HOTELS website.
9. Liability – Claims
9.1. The Customer alone is responsible for selecting the services that he/she books and for ensuring that they are appropriate for his/her requirements. OKKO HOTELS will in no way take responsibility for this.
9.2. The Customer is informed that OKKO HOTELS is unable to ensure that the room(s) assigned to him/her will be strictly identical to the photographs of the type of room(s) booked that appear on the OKKO HOTELS website. Within one hotel, many variations can be found between different rooms of the same type, notably with respect to the room layout, furniture arrangements and colour scheme, and there are instances where furniture has been changed or renovations have been carried out. No complaints can therefore be made by the Customer, unless in the event of significant differences.
9.3. Any potential customer complaints will need to be addressed to the hotel’s staff and, if the Customer believes that no satisfactory solution has been found, will need to be addressed without fail by registered letter (with acknowledgement of receipt) to Customer Services, whose contact details are indicated under article 10, within a maximum of thirty (30) days from the end of the Customer’s stay at the hotel concerned.
10. Customer Services
To contact Customer Services, the Customer can:
OKKO HOTELS SAS – Service Clients
12, rue Rougemont 75009 PARIS ;
So that enquiries may be dealt with as efficiently as possible, customers are asked to clearly specify the name of the hotel in question.
11. Force majeure
The failure or omission of either party to carry out their obligations in accordance with the Contract cannot be considered as a breach of contractual commitments by that party if it happens that the failure or omission is due to a force majeure event, as defined by the case-law of the Plenary Assembly of the Court of Cassation. Force majeure only exempts the party claiming it from its contractual duties to the extent and during the time that it is prevented from performing them.
12. Personal data and cookies
12.1. The personal data on the Customer that is obtained by OKKO HOTELS is handled in accordance with the amended Act of 6th January 1978 relating to data processing and personal freedoms. This data is used by OKKO HOTELS for the purposes of the Contract, notably to handle the booking and send information, as well as for billing and payment operations.
The processing of personal data carried out by OKKO HOTELS is declared with France’s Commission Nationale de l'Informatique et des Libertés (CNIL) under number 750262321. The Customers’ personal data are kept on file for the length of time needed to provide the service and the follow-up of the commercial relationship. Any of the Customers’ personal data needed to provide evidence of a right or a contract will be kept on file for the length of time needed for OKKO HOTELS to fulfil its legal and/or regulatory obligations.
Bank card details will be held for as long as is needed to execute the Contract. Additionally, they may be stored in intermediary archives for evidentiary purposes for a period of 13 months from the date that payment is debited, or 15 months in the case of deferred debit cards, on the understanding that these details can only be used in the event of a dispute.
12.2. OKKO HOTELS is obliged to communicate the Customer’s personal data to third parties (notably the administrator of the online booking platform and the company in charge of the secure payment site) in order for the services to be rendered. Some of these third parties may be located abroad, but always within the European Union. These third parties are only authorised to use the data for these same purposes. The third parties are committed to taking all the security measures necessary to guarantee the confidentiality of the Customer’s personal data.
12.3. OKKO HOTELS can use the Customer’s personal data for its own marketing operations by sending him/her, by any means and notably by email, information on its products and services except when the Customer gives explicit instructions to the contrary, either when submitting the personal data, by writing at a later date to Customer Services (whose contact details appear in article 10) or by sending an email to firstname.lastname@example.org.
In relation to commercial solicitations sent to the Customer, OKKO HOTELS will retain the data for a period of three years from the conclusion of the commercial relationship.
In order to execute the Contract, OKKO HOTELS may have to request the Customer’s telephone number. The Customer is informed of the existence of “Bloctel”, a list set up to oppose telephone marketing. The Customer may choose to register on this list by clicking on the following link.
12.4. The Customer is entitled to access, amend, correct, oppose and delete his/her personal details, and to specify what should happen to those personal details in the event of death. The Customer may also ask for his/her personal details to be made available in an open and machine-readable format, in order to use them for personal reasons and, where applicable, to communicate them to an entity of his/her choice. The Customer may exercise these rights by writing to Customer Services (whose contact details appear in article 10).
12.6. OKKO HOTELS takes all the necessary measures to guarantee the protection and confidentiality of the personal data submitted by the Customer.
13.1. By express agreement between OKKO HOTELS and the Customer, emails and SMS messages exchanged in the name of executing the contract will have probative value.
13.2 These General Terms and Conditions may be amended and/or supplemented by OKKO HOTELS SAS. In such a case, the new General Terms and Conditions will be made available online at www.okkohotels.com and will be immediately applicable for all new reservations made on the website or over the telephone.
14. Applicable law – dispute resolution
The Contract is governed according to French law.
The Customer is informed that he/she has the option, in case of dispute, to call upon a conventional mediation procedure or any other means of dispute resolution.
In particular, the Customer can consult a judicial conciliator free of charge. The list of judicial conciliators is available at the following address: http://www.conciliateurs.fr/.
The following services are included in the price of an overnight stay (the rates provided are inclusive of VAT and are only valid on the dates and for the number of guests indicated by the Customer):
- Access to TNT and Canal+ television channels, as well as to a package of international channels. The list of TNT and international channels accessible is liable to change at any moment (notably as a result of modifications to broadcasting packages);
- A selection of French and international films. This selection is regularly updated;
- Unlimited calls to landlines and mobile numbers within mainland France (not including short, special and premium numbers) and a maximum of ten (10) euros of calls to numbers abroad or in French overseas departments and collectivities;
- Internet access (cable and Wi-Fi);
- A Nespresso coffee machine and one capsule per day, per guest;
- One bottle of water per day, per guest;
- Cosmetic products;
- The option to ask for a baby bed to be brought to the room (requested in advance, subject to availability).
- Snacks throughout the day, plus hot drinks and soft drinks. It is understood that all of these products are only to be consumed in the Club area. The Customer will be charged 2 euros for any product(s) that he/she wishes to consume outside the Club area;
- An evening apéritivo from 18:30 to 21:30, including a welcome drink (wine, beer or cider);
- Access to a Wi-Fi internet connection;
- Access to a computer and printer (printing is included in the price, provided it is of a reasonable volume);
- Access to a fitness and well-being area that, depending on the hotel, may comprise cardio training machines, body-building equipment and/or a sauna. Prior to booking, the Customer is invited to visit the OKKO HOTELS website, or to contact the hotel or Customer Services directly, in order to confirm the availability of these services at the hotel where he/she wishes to make a reservation;
- A concierge service provided by the OKKO HOTELS staff (to make bookings for restaurants, shows or transport services).
The Customer’s access to the Club and its associated services is only permitted for the period that he/she is occupying a room at the hotel (from 14:00 on the day of arrival and until midday on the day of departure on weekdays, and until 14:00 at weekends, although this period may be extended if the Customer chooses to sign up for the Early Arrival or Late Departure services).
If the Customer would like access to the Club before the booking comes into effect and/or after it has finished, he/she may purchase a Club Pass (different Club Passes are available: hourly pass, half-day pass, Breakfast Pass and Apéritivo Pass). The prices of the Club Passes are listed on the OKKO HOTELS Website and at the receptions of the hotels, where they can also be purchased.
All other services or provisions are not included in the price of an overnight stay and will be billed separately, notably:
SCHEDULE OF FEES CHARGED TO THE CUSTOMER FOR ANY DAMAGE CAUSED OR FOR ANY OBJECTS AND/OR FURNITURE MISSING FROM THE ROOMS OR COMMON AREAS
1.1 The damage detailed below will be billed in accordance with the applicable rates listed in the following table (these rates are designed to cover the costs incurred by OKKO HOTELS in order to repair the damage detected):
1.2. If any of the objects or furniture detailed below are missing, the Customer will be charged in accordance with the rates listed in the following table (these rates are designed to cover the costs incurred by OKKO HOTELS to replace the items):
OKKO HOTELS – a simplified joint-stock company with a capital of 136,782 euros whose head office is located at: 12, Rue Rougemont 75009 PARIS, RCS Paris : B 515 402 188, intracommunity VAT number: FR 95 515 402 188. Telephone: +33 (0)188.8.131.52.93 – Email: email@example.com.
OKKO HOTELS NANTES CHATEAU :
OKKO HOTELS NANTES CHATEAU – simplified joint-stock company, 15 bis rue de Strasbourg – 44 000 Nantes. RCS : 750 262 321, intracommunity VAT number : FR 42 750 262 321. Telephone : + 33 (0)2 52 20 00 70 – E-mail : firstname.lastname@example.org. Professional indemnity insurance cover provided by AREAS Assurances – 49 rue de Miromesnil – 75380 Paris Cedex 08 covering the hotel.
OKKO HOTELS GRENOBLE JARDIN HOCHE :
OKKO HOTELS GRENOBLE JARDIN HOCHE – simplified joint-stock company, 23 rue Hoche – 38 000 Grenoble. RCS : 789 166 097, intracommunity VAT number : FR 00 789 166 097. Telephone : + 33 (0)4 85 19 00 10 – E-mail : email@example.com. Professional indemnity insurance cover provided by AXA Assurances – 313 Terrasses de l’Arche – 92727 Nanterre Cedex covering the hotel.
OKKO HOTELS LYON PONT LAFAYETTE :
LYON PONT LAFAYETTE – simplified joint-stock company, angle 2 et 4 rue Vauban et Quai Général Sarrail – 69 006 Lyon. RCS : 789 210 408, intracommunity VAT number : FR 43 789 210 408. Telephone : + 33 (0)4 28 00 02 50 – E-mail : firstname.lastname@example.org. Professional indemnity insurance cover provided by AREAS Assurances – 49 rue de Miromesnil – 75380 Paris Cedex 08 covering the hotel.
OKKO HOTELS CANNES CENTRE :
OKKO HOTELS CANNES CENTRE – simplified joint-stock company, 6 bis place de la Gare – 06 400 Cannes. RCS : 515 402 188, intracommunity VAT number : FR 95 515 402 188. Telephone : + 33 (0)4 92 98 30 30 – E-mail : email@example.com. Professional indemnity insurance cover provided by AXA Assurances – 313 Terrasses de l’Arche – 92727 Nanterre Cedex covering the hotel.
OKKO HOTELS PARIS RUEIL-MALMAISON :
OKKO HOTELS PARIS – RUEIL MALMAISON – simplified joint-stock company, 109 avenue Victor Hugo – 92 500 Rueil-Malmaison. RCS : 515 402 188, intracommunity VAT number : FR 95 515 402 188. Telephone : + 33 (0)1 47 10 92 10 – E-mail : firstname.lastname@example.org. Professional indemnity insurance cover provided by AXA Assurances – 313 Terrasses de l’Arche – 92727 Nanterre Cedex covering the hotel.
OKKO HOTELS BAYONNE CENTRE :
HOTELADOUR – simplified joint-stock company with a single shareholder, 22 boulevard du BAB – 64 100 Bayonne. RCS : 814 045 662, intracommunity VAT number : FR 08 814 045 662. Telephone : + 33 (0)5 59 42 88 38 – E-mail : email@example.com. Professional indemnity insurance cover provided by AXA Assurances – 313 Terrasses de l’Arche – 92727 Nanterre Cedex covering the hotel.
OKKO HOTELS PARIS PORTE DE VERSAILLES :
OKKO HOTELS PARIS PORTE DE VERSAILES – simplified joint-stock company, 2 rue du Colonel Pierre Avia – 75 015 Paris. RCS : 515 402 188, intracommunity VAT number : FR 95 515 402 188. Telephone : + 33 (0)1 45 01 17 00 – E-mail : firstname.lastname@example.org. Professional indemnity insurance cover provided by AXA Assurances – 313 Terrasses de l’Arche – 92727 Nanterre Cedex covering the hotel.
OKKO HOTELS STRASBOURG CENTRE :
OKKO HOTELS STRASBOURG CENTRE – simplified joint-stock company, 48 rue du Bassin d'Austerlitz – 67 100 Strasbourg. RCS : 515 402 188, intracommunity VAT number : FR 95 515 402 188. Telephone : + 33 (0)3 88 39 80 80 – E-mail : email@example.com. Professional indemnity insurance cover provided by AXA Assurances – 313 Terrasses de l’Arche – 92727 Nanterre Cedex covering the hotel.