Terms and Conditions – Accommodation

Article 1 / Length of Stay

The customer signing this contract for a fixed length of stay may not under any circumstances avail themselves of any right of tenancy.

Article 2 / Booking Procedures

Following receipt of your reservation request, we will send you confirmation of your request by e-mail (or, alternatively, by text message). During the period of ongoing uncertainty caused by the COVID-19 pandemic, no deposit will be required prior to arrival.
The total cost of your stay will be payable upon departure.

Any bank details stored securely by our partner EVIIVO at the time of your booking, will be used only in the event of your stay being cancelled in accordance with the specified conditions, or for any payments required following your departure (Please see: Articles 3, 13 and 14).
This information will also be used for secure payment via our partner PayPlug for all special offers and for any sales of goods from our EDENCO shop.

Once your booking has been confirmed, you will be deemed to have accepted these terms and conditions in their entirety.

Article 3 / Cancellation of booking by customer

Booking cancellation must be made by e-mail to AU COEUR D’EDEN at the following e-mail address: contact@au-coeur-eden.fr

Please note that, dependent on the booking cancellation date, all or part of the cost of the stay may be invoiced to you (the cancellation date shall be the date of receipt of your cancellation e-mail).

-Cancellations occurring more than 1 day prior to the arrival date will be free of charge.
-Cancellations occurring within 1 day of arrival (i.e. after 0:00 on the day of arrival), will be debited for the total amount of the stay, which will be retained by AU COEUR D’EDEN.
-No shows, where no notice of cancellation is given, will be invoiced at the full cost of the stay as compensation, whatever the reason and whatever the duration of the stay (including in the event of illness, certified or non-certified).
-In the event of an early departure, guests will be charged for the total cost of the reservation.

Article 4 / Cancellation Insurance

Please note that cancellation insurance is not included in our prices. You should make your own arrangements to insure against any costs incurred should you need to cancel your reservation.

Article 5 / Our Right to Cancel

If, prior to the commencement of your stay, AU COEUR D’EDEN is obliged to cancel a reservation, the customer will be immediately informed by e-mail, where the e-mail address has been provided.
The customer will be immediately reimbursed in full for any sums already paid. The customer shall, in addition, receive compensation equal to the penalty they would have incurred had they themselves cancelled on that date.

Article 6 / Arrival and Departure Times

Check-in is from 5.30pm until 8pm.
In the event of unforeseen circumstances, please let us know if you will be arriving later than 8pm. Please note that for the comfort of all guests, no arrivals will be accepted later than 10pm, for whatever reason. In this event, 100% of the total cost of the stay will remain payable.
Rooms must be vacated by 11am at the latest on the day of departure. In the event of late departure, a charge of €25 per half hour will be levied.

Article 7 / Prices and Tourist Tax

Our conditions and prices are non-binding and may be subject to change without prior notice. Promotional offers cannot be combined.
The tourist tax we collect is paid to the Treasury via the Arras city council. Tourist tax is paid at €0,80 per person, per night (for guests over 18 years of age).

Article 8 / Change of Room

We reserve the right to change the room originally booked by the customer for a room of equal occupancy, with an equal or higher level of comfort, with no requirement to compensate the customer for such a change. In this event, the cost of the stay will remain unchanged.
Similarly, guests wishing to make a reservation or extend their stay will be allocated the same room for the entire duration of their stay except in cases of force majeure.

Article 9 / Paying for Accommodation

The full cost of the reservation will be payable at the end of the stay. Payment may be made by debit/credit card (Visa or Mastercard), by a cheque drawn on a French bank, or in cash.
‘Chèques vacances’ (French holiday vouchers) are only accepted for reservations made directly via our own website at www.au-coeur-eden.fr.

Article 10 / Occupancy and Access

Room reservations are made for a specified number of occupants. If a greater number of guests arrive than originally booked (regardless of booking portal used), the cost of the stay will be increased accordingly.
Equally, if the number of guests staying is lower than booked, the cost of the stay will be adjusted (applicable only to reservations made on our own website www.au-cœur-eden.fr).
In any case, if the number of guests exceeds the maximum room occupancy, the additional guests will be refused accommodation or will be required to reserve and pay for one or more additional rooms, according to availability.

We will personally hand over the keys to your room and to the property on arrival (please note that we do not have a key safe or entrance code).
Please take care to keep keys safe as any loss will incur an additional charge of €15 incl. VAT. This amount will be added to your bill on departure.

Access is strictly limited to our paying guests. Guests must not allow visitors to enter the premises unless expressly authorised to do so. Failure to comply with this principle may result in immediate termination of the reservation. In this event, the full cost of the reservation will be charged in its entirety.

Article 11 / Access to Services

In the event of circumstances outside of our control, AU COEUR D’EDEN is unable to guarantee the regularity of water or power services, whatever the duration of the cuts or failure, nor any sudden closure of the premises caused by a case of force majeure outside of our control. AU COEUR D’EDEN does not accept liability, beyond the extent required by law, for any privation or diminished enjoyment caused by circumstances outside of our control.
AU COEUR D’EDEN may not be held responsible, beyond the extent required by law, for any instance of failure or breakdown of technical equipment if such failure or breakdown could not have been foreseen.

Article 12 / Pets

We are sorry that that we are unable to accept pets.
Should this clause not be respected, any refusal to accept animals and, consequently, their owners, by AU COEUR D’EDEN, shall not constitute a modification or rupture of the contract on the part of AU COEUR D’EDEN. Consequently, should the customer be refused leave to stay, no reimbursement shall be considered and the total cost of the reservation must be paid as compensation.

For customers susceptible to allergies, please note that we have two cats, named ‘DINO’ and ‘SALSA’. Consequently, any refusal by a customer to stay with us due to the presence of our animals shall not entitle the customer to a waiver of the cancellation fee in accordance with the provisions of Article 3 above. The full cost of the booking shall be payable.

Article 13 / Expectations on Guests

In order to guarantee the peaceful enjoyment and comfort of all, AU COEUR D’EDEN expects certain standards of behaviour from guests.
Smoking is not permitted inside the house. If this request is ignored, smoke detectors may be triggered unexpectedly and disturb the comfort of our other guests. For our guests who smoke, ashtrays are provided on the terrace and in the garden.

If, following a guest’s departure, it becomes evident that the no-smoking rule has been disregarded, we reserve the right to invoice the guest for the sum of €100 incl. VAT to defray the additional costs incurred.
Guests agree to comply with all guidelines for appropriate conduct and with these Accommodation Terms and Conditions.
Guests undertake to return the room in perfect condition at the end of their stay and to notify us of any damage for which they are responsible and to pay for any such damage. This applies equally to all equipment made available to guests for their use during their stay (including bicycles).

Please note that any children staying at the guest house remain the sole and complete responsibility of their parents or guardians.
AU COEUR D’EDEN does not accept liability for any loss, theft and/or damage to property and/or injury caused to property and/or persons on the property, whatever the cause.

Article 14 / Provision of Bicycles

Our two bicycles may not be reserved in advance, but are freely available to all of our guests (reservations may be made only as part of special offers booked via our website, subject to availability).

Consequently, guests may not request compensation or a reduction in the cost of their stay due to bicycles being unavailable during their stay.
Customers using this service may not make any claim for liability for any incidents or accidents resulting from such use, the equipment having been provided in good working order, with the necessary safety measures, namely: helmets, high-visibility vests and locks.

This service is provided at no extra cost. However, additional costs may be charged to cover any loss or damage incurred, payable with the final bill at the end of the stay. Additional costs:

– €20 incl. VAT per item for the loss of the bicycle lock keys, helmet, or high-visibility vest.
– €250 incl. VAT per bicycle in the event of theft.
– In the event of other damage, the costs will be billed following repair.

Article 15 / Changes to Accommodation Terms and Conditions

These Accommodation Terms and Conditions may be modified at any time without prior notice. You will be deemed to have accepted and complied with these Accommodation Terms and Conditions once we have confirmed your reservation by e-mail.

Article 16 / Data Protection Statement

In accordance with Act 78-17 of 6 January 1978 on Information Technology, Files and Freedoms, you have the right to access and rectify personal information about you. We will never share the information that you have provided to us with any third-party company or organization.