General Terms and Conditions of Sale (GTCS) – Hôtel Iloma, Martinique

Effective date: December 1st, 2023

Scope of Application

These General Terms and Conditions of Sale (GTCS) govern the contractual relationship between Hôtel Iloma, a 4-star establishment located in Martinique, and its clients. They apply to all bookings and service provisions offered by Hôtel Iloma. These terms are available online on the official Hôtel Iloma website and at the front desk upon request.

Bookings

Bookings can be made online, by phone, or in person. All bookings are confirmed subject to the payment of a deposit in accordance with the applicable rates. Displayed rates are subject to variation depending on the period, length of stay, and selected options. Only the rates shown on this website are authoritative.

Cancellation Policy

All cancellations must be notified by email to: info@iloma-martinique.com. In case of cancellation, fees may apply depending on the type of rate booked. The cancellation conditions are outlined in your booking confirmation.

No-show

In the event of a no-show on the scheduled arrival date without prior cancellation, the total amount of the stay may be charged as a penalty, with no possibility of deferral or refund.

Cancellation Insurance

Hôtel Iloma offers optional cancellation insurance at the time of booking. This insurance allows the client to cancel their reservation free of charge under certain conditions detailed in the insurance policy terms.

Purchase and Booking with a Gift Voucher

Gift vouchers are valid for 3 months from the date of issue. Gift vouchers are subject to the same modification and cancellation rules as standard bookings.

Payment

Payment may be made in cash, by credit card, or by bank transfer if your stay is scheduled at least 3 months after the payment date. All bookings must be validated through credit card verification, regardless of the chosen payment method. A pre-booking email is sent to the client, who must click the link to confirm the stay. This step verifies the card via our secure platform, with or without automatic debit. Even in the case of cash payment, this verification is mandatory to secure the reservation. Any additional services not included in the booking must be settled at the end of the stay.

Check-in and Check-out

Rooms are available from 3:00 p.m. on the day of arrival and must be vacated by 11:00 a.m. on the day of departure. Any late check-out may result in a fee. You will be charged for an additional night at the current daily rate.

Stay Conditions

Guests agree to comply with the internal rules of Hôtel Iloma. In the event of damage to hotel property, repair, replacement, or cleaning costs will be charged based on a quote or a fee schedule available at the end of this page and at the front desk. Hôtel Iloma welcomes children of all ages. A baby cot can be provided free of charge upon prior request and subject to availability. Children over 2 years old are considered full occupants when calculating the maximum accommodation capacity. Pets under 10 kg are accepted free of charge, provided they are kept on a leash in common areas and do not cause any nuisance or damage. The presence of a pet must be declared at the time of booking. Guide dogs and assistance dogs are accepted regardless of their size. The number of occupants per accommodation must not exceed the number stated at the time of booking. Any undeclared person or person exceeding the maximum allowed capacity may result in denial of access or an additional charge. For safety and comfort reasons, the hotel reserves the right to deny access or terminate the stay in case of non-compliance with this rule, without any refund. The hotel reserves the right to terminate the stay of any guest whose behavior is contrary to public decency, public order, or disrupts the proper functioning of the establishment or the safety of others. In such cases, no refund shall be granted. Smoking is strictly prohibited in rooms. Any violation will incur a cleaning fee of €150 including VAT.

Modification of Services

Hôtel Iloma shall not be held liable for the partial or total failure to fulfill its obligations in the event of force majeure, as defined by Article 1218 of the French Civil Code. Events considered force majeure include: natural disasters (hurricanes, earthquakes, floods), fires, acts of war or terrorism, epidemics or pandemics declared by the competent authorities, general strikes, extended power or water outages, transportation blockages, and any decision by public authorities including administrative closures of the establishment. In the event of force majeure, the hotel reserves the right to modify, postpone, or cancel all or part of its services without liability for compensation or automatic refund. Whenever possible, the client will be offered a postponement or credit valid for 18 months.

Liability

The hotel disclaims all liability in the event of theft or loss of personal belongings not deposited in the in-room safe or left in vehicles parked in the car park. Valuables must be placed in the provided room safe.

Complaints

Any complaint regarding a stay must be submitted in writing, no later than 30 days after the departure date. Oral complaints, whether made on-site or after 30 days from departure, will not be considered. Complaints must be sent either:
• by email to: info@iloma-martinique.com
• or by registered mail with acknowledgment of receipt to the following address:
Hôtel Iloma – Anse Mabouyas, 97228 Sainte-Luce, Martinique

In accordance with the provisions of Articles L.612-1 to L.616-3 of the French Consumer Code, any client of Hôtel Restaurant & Spa ILOMA has the right to access, free of charge, the consumer mediation service to which the hotel subscribes, for the amicable resolution of a dispute with the establishment.

The designated mediation entity is:

Médiation Tourisme et Voyage (MTV)
BP 80303 – 75823 Paris Cedex 17
Website: www.mtv.travel
Submit a request online: https://www.mtv.travel/saisir-le-mediateur

After submitting a written complaint to the hotel and in the absence of a satisfactory response within 60 days, the client may refer the matter to the mediator under the conditions outlined on the MTV website.

Personal Data Protection

Clients’ personal data is collected and processed in accordance with current regulations. In accordance with the GDPR, you have the right to access, rectify, and delete your data. To exercise this right, please email: info@iloma-martinique.com. Your data may be used for commercial purposes unless you object.

Applicable Law and Jurisdiction

These GTCS are governed by French law. In the event of a dispute, the competent courts will be those located in the jurisdiction of Hôtel Iloma. Failure by Hôtel Iloma to enforce any part of these general terms and conditions at any given time shall not be construed as a waiver of its right to enforce them later. By booking a stay or service at Hôtel Iloma, the client acknowledges having read and accepted these General Terms and Conditions of Sale without reservation.

Affected Item	Reason for Charge	Indicative Amount (incl. VAT)
Bedding (sheets, covers, etc.)	Irreversible stains, burns, theft	€30 to €80 depending on item
Towels / bathrobes / bath mats	Loss, permanent stains, theft	€15 to €60 depending on item
Pillow / bolster	Damage, theft, non-removable stains	€45 per item
Duvet	Tears, irreversible stains, theft	€90
Mattress	Stains, burns, deformation	From €300 (quote required)
Furniture (table, chair, etc.)	Breakage, deep scratches	On quotation (min. €100)
Household appliances (TV, fridge, etc.)	Breakage, theft, client-caused malfunction	On quotation (min. €150)
Remote control (TV, AC, etc.)	Loss or breakage	€50
Key	Loss or non-return	€50
Curtains / blinds	Tears, damage	€60 to €250 depending on size/material
Decorations (frames, ornaments, etc.)	Theft or breakage	On quotation (min. €40)
Extra cleaning (excessive dirt)	Vomit, strong odors, major damage	€80 to €200 depending on situation
Smoke / cigarette smell in room	Violation of no-smoking policy	€150 flat-rate cleaning fee
False fire alarm activation	Smoke, intentional steam, deliberate acts	From €300 (depending on impact)
Sanitary facilities damage	Clogged toilet, broken shower, damaged faucet	On quotation (min. €100)
Kitchen items (dishes, appliances)	Loss, breakage	€10 to €100 depending on item

Prices include VAT and are provided for information purposes only. They are subject to change based on the cost of supplies or external services. Final prices may be adjusted based on a quotation.
 

PUBLISHER

The website accessible, notably at the address www.iloma-martinique.com (hereinafter referred to as the "Site"), is published by the company ILOMA, a French SARL registered with the Fort-de-France Trade and Companies Register under number B 885 113 977, with its registered office located at Anse Mabouya, 97228 SAINTE-LUCE; telephone number: +596 (0)5 96 62 11 01 (hereinafter referred to as “ILOMA”).

Access to the Site and use of its content are subject to the terms of use set out below. By accessing and browsing the Site, the user unreservedly accepts the following provisions:

The Site is hosted by Agence WEBCOM, 229 rue Saint Honoré, 75001 Paris, France; telephone number: +33 (0)1 83 56 95 62.
Official website: www.agencewebcom.com
 

Intellectual Property
The Site as a whole, as well as each of its individual components (including but not limited to texts, diagrams, site structure, software, animations, images, photographs, illustrations, videos, graphic or editorial representations, logos, etc.) are protected by intellectual property rights under the French Intellectual Property Code and all applicable international legislation.

ILOMA alone is authorized (directly or through licenses or permissions) to use the components of the Site, including domain names, trademarks, designs, and models, as well as the editorial content and images appearing on the Site.

Any use of all or part of the Site, particularly by downloading, reproduction, transmission, display or dissemination for purposes other than personal and private consultation and use by the user, for non-commercial purposes, is strictly prohibited. Violation of these provisions may result in legal action and penalties as provided for under the Intellectual Property Code, particularly in relation to copyright and trademark infringement, and under the Civil Code concerning civil liability.

The creation of any hyperlink to any page or element of the Site is prohibited without prior written authorization from ILOMA, which may be revoked at any time. Any content, website, or other platform linking to the Site or to any of its elements is not under the control of ILOMA, which therefore disclaims all responsibility (including editorial responsibility) for access to and content of such external sites.

 

Site Availability
ILOMA endeavors, insofar as possible, to maintain permanent access to the Site, but is under no obligation to do so. Access to the Site may be interrupted, notably for maintenance, updates, or for any other technical or editorial reasons, without prior notice to users and without liability on the part of ILOMA for the consequences of such interruptions, whether to users or to third parties.

Furthermore, ILOMA shall not be held liable if users are unable to access all or part of the Site due to any technical defect or issue, including but not limited to:

• Internet network failure and/or congestion,

• Internet service provider malfunction,

• Human or electrical error,

• Malicious intervention,

• Software or hardware malfunction,

• Force majeure.
   

Liability
ILOMA makes every effort to ensure the accuracy and updating of information published on the Site and reserves the right to modify the content at any time without notice.

However, ILOMA cannot guarantee the accuracy, precision, or completeness of the information provided on the Site. Such information does not constitute a guarantee or commitment by ILOMA to the user. In particular, ILOMA shall not be held liable for:

• Any inaccuracy, imprecision, or omission of said information;

• Any damage resulting from a third party's unauthorized intrusion leading to a modification of said information;

• More generally, any direct or indirect damage, regardless of the cause, origin, nature, or consequences, arising from access (or the inability to access) the Site, its content, its use, and/or the reliance placed on any information derived from it.
   

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