General terms and conditions of sale

Hôtel La Réserve & Spa – L’Annexe by La Réserve

Spa La Forêt by La Réserve – Gérardmer

Version dated October 26, 2026

1. Identification and scope of application

These general terms and conditions of sale (hereinafter the “GTC”) govern accommodation reservations, the services offered by Hôtel La Réserve & Spa, L’Annexe by La Réserve and Spa La Forêt by La Réserve, as well as the sale of gift vouchers.

Operator: SAS LA RÉSERVE
Registered office: 2 avenue du 19 Novembre, 88400 Gérardmer, France
SIREN: 503 631 350
SIRET Hôtel La Réserve: 503 631 350 00017
SIRET L’Annexe: 503 631 350 00025
Trade and Companies Register: Épinal 503 631 350
Intracommunity VAT number: FR43 503631350
Hôtel La Réserve: 2 avenue du 19 Novembre, 88400 Gérardmer
L’Annexe by La Réserve: 4 route d’Épinal, 88400 Gérardmer
Telephone: 03 29 63 21 60
Email: contact@lareserve-gerardmer.fr
Website: www.lareserve-gerardmer.fr

These GTC are made available to the customer before any reservation or purchase.

Confirmation of a reservation or purchase implies acceptance of these GTC, after the customer has been able to review them.

The specific conditions of the selected rate set out the included services, the price, the payment terms and the cancellation conditions.

In the event of a contradiction, the specific conditions expressly accepted shall prevail over these GTC for the point concerned, subject to mandatory legal provisions.

2. Reservation and confirmation

Reservations may be made directly with the establishment, by telephone, by email, on the website or through partner platforms, including Booking.com and Expedia.

The customer undertakes to provide accurate information concerning their identity, contact details, stay dates, number of occupants and, where necessary, the ages of the children.

Before validating their reservation, the customer is informed of the essential characteristics of the services, the total price and the applicable conditions.

For online reservations, the customer may check and correct the information entered before confirming their order with an obligation to pay.

A booking confirmation is sent to the customer, in particular by email.

The reservation becomes final according to the terms indicated in the offer, in particular after receipt of payment or any deposit that may be requested.

Reservations made through a partner platform are subject to the pricing and cancellation conditions actually presented and accepted on that platform.

Any modification or cancellation must be made according to the terms specified in the booking confirmation.

Group reservations may be subject to a quote or a specific contract.

3. Rooms, occupancy and hours

Hôtel La Réserve & Spa and L’Annexe by La Réserve offer different room categories, the characteristics, sizes, capacities and amenities of which are specified in the booking offers.

The term “lake view” does not systematically guarantee the presence of a balcony.

The allocation of a particular room number is guaranteed only when it has been expressly confirmed in writing.

Hours:

Check-in: from 3:30 pm
Check-out: no later than 11 am
Reception: from 7:30 am to 11 pm

Arrivals after 11 pm must be arranged in advance with the establishment. Key handover arrangements may be offered according to the terms communicated to the customer.

Early check-in: check-in from 2 pm may be offered, subject to availability and prior agreement, at a rate of €30 incl. VAT.

Late check-out: a late check-out agreed in advance may be offered subject to availability and at the rate communicated to the customer.

In the absence of prior agreement, any overrun of the 11 am check-out time may result in a charge of €30 incl. VAT per commenced 30-minute period, provided that this term was brought to the customer’s attention before the reservation and accepted.

These charges apply subject to their proportionality and the applicable legal provisions.

An overrun of the check-out time does not automatically constitute a reservation for an additional night.

The maximum capacity of each room must be respected.

The rooms at L’Annexe accommodate a maximum of two people. Certain categories at Hôtel La Réserve can accommodate up to four people.

Where provided for in the offer, a supplement of €20 incl. VAT per night may be charged for a third person.

4. Prices, services and tourist tax

Prices are stated in euros, all taxes included, excluding tourist tax when applicable and shown separately.

The applicable price is the one accepted at the time of booking for the dates, room category and occupancy selected.

Rates may vary depending on the period, availability and booking conditions.

A subsequent change in rates does not alter the price of a reservation already confirmed.

The total price and any additional charges are communicated to the customer before validation.

The tourist tax is collected in accordance with the applicable legal scale.

No optional service is added without the customer’s agreement.

The rate description specifies whether breakfast, spa access or other services are included.

Unless expressly stated otherwise, these services are optional and billed separately.

Reservations made on a partner platform include only the services expressly announced in the selected offer.

5. Lake-view, breakfast and spa packages

Certain room categories at Hôtel La Réserve & Spa are marketed as packages including accommodation, the local buffet breakfast and access to Spa La Forêt.

The categories concerned and the included services are expressly identified in the booked offer.

The number of breakfasts and spa admissions included corresponds to the number indicated in the offer and repeated in the booking confirmation.

Access to Spa La Forêt is exclusively reserved for persons aged 18 and over.

Booking a family room does not grant any right of spa access to minors.

For eligible persons, spa access included in the package may be used on the day of arrival and until 11 am on the day of departure, under the conditions and during the hours indicated at the time of booking.

The semi-private slot from 8 pm to 10 pm is not included in the package, unless expressly stated otherwise.

For guests of L’Annexe by La Réserve, spa access is an optional service, except where a special offer expressly provides for its inclusion.

Reception, breakfast and the spa are located at Hôtel La Réserve.

Where a service included in a package has been made available in accordance with the contract, the customer’s choice not to use it does not give rise to a price reduction.

This provision does not deprive the customer of their rights where a contractually included service was not provided by the establishment.

6. Breakfast and additional services

Breakfast is offered as a local buffet, including in particular hot and cold items as well as a selection of local products.

It is served at Hôtel La Réserve from 7:30 am to 10 am.

Rates outside packages:

Adult: €17 incl. VAT
Child under 10: €8 incl. VAT

Other services, including drinks, sharing boards, parking, early check-in and late check-out, are offered according to the conditions and rates communicated before they are ordered.

A service is considered included only when that inclusion is expressly indicated in the offer or the booking confirmation.

7. Payment, deposit and bank guarantee

7.1 – Means of payment

The accepted means of payment are:

Bank card
Cash, within the applicable legal limits

ANCV Connect vouchers for accommodation services only, subject to the applicable conditions

The terms and date for payment of the balance are specified in the booking confirmation.

The balance may be paid on arrival, on departure or according to any other due date expressly provided for in the offer.

7.2 – Deposit

For certain flexible reservations, particularly during the summer and winter periods, a 30% deposit may be required when this arrangement is expressly indicated in the offer.

When the payment is described as a deposit, this description is indicated in the offer and the booking confirmation.

The consequences of a cancellation or modification are those provided for in the specific conditions of the booked rate, subject to the legal rules applicable to deposits.

7.3 – Non-cancellable and non-refundable rate

For a rate indicated as non-cancellable and non-refundable, payment of 100% of the reservation amount is made at the time of booking according to the terms indicated in the offer.

Except in the case of mandatory legal provisions or more favorable specific conditions, sums paid under this rate are non-refundable in the event of cancellation at the customer’s initiative.

7.4 – Mandatory bank pre-authorization of €200

A bank pre-authorization of €200 is systematically required for each room booked, both at Hôtel La Réserve & Spa and at L’Annexe by La Réserve, regardless of the room category or pricing package chosen.

This pre-authorization constitutes a stay guarantee intended in particular to cover:

Damage and deterioration attributable to the customer.

Exceptional cleaning costs made necessary by a breach of the house rules, in particular the smoking ban.

Failure to return, or deterioration attributable to the customer, of the equipment made available to them, in particular bathrobes, towels and reusable slippers.

Other sums expressly covered by the guarantee and accepted by the customer.

The pre-authorization is a temporary bank authorization. It does not in itself constitute a charge, but may result in a temporary hold on the amount in the customer’s bank account.

It is carried out according to the terms communicated to the customer at the time of booking or upon arrival.

Normal wear and tear and damage not attributable to the customer do not give rise to any charge.

Any sum claimed under the guarantee must be justified, proportionate and detailed.

The establishment informs the customer of the amount and reason for the charge and makes the corresponding supporting documents available to them.

The use of the pre-authorization to pay a sum due remains subject to validly given bank authorizations and applicable rules.

The sum of €200 constitutes neither an automatic penalty nor a cap on liability.

Where the justified amount of damage attributable to the customer exceeds €200, the establishment may claim the corresponding additional amount, after deduction of sums already paid.

No charge exceeding the bank authorization given may be made on the sole basis of these GTC.

If no sums are due, the request to release the pre-authorization is made after the room has been checked and the account settled.

The time taken for the funds to become effectively available depends on the customer’s bank.

An invoice is issued in accordance with the applicable regulations.

8. Cancellation, modification and no-show

The conditions applicable to cancellation and modification are those of the booked rate and are communicated before the reservation is confirmed.

Any request must be sent in writing to the establishment or made through the platform used for the reservation.

Where a cancellation is permitted free of charge by the booked rate, it takes effect in accordance with the conditions of that rate.

Any modification is subject to availability and may result in a price change.

8.1 – Flexible rate

For flexible rates, cancellation is free of charge until 7 am, Paris time, on the fifth day preceding the arrival date.

After this deadline, 100% of the total reservation amount is due as cancellation fees.

Any sums already paid are offset against any sums due.

Example: for an arrival scheduled on Saturday, October 10, cancellation free of charge is possible until Monday, October 5 at 7 am.

8.2 – Non-cancellable and non-refundable rate

For a non-cancellable and non-refundable rate, the modification options are those expressly indicated in the offer.

Where the rate is indicated as non-modifiable, no modification is possible, subject to mandatory legal provisions.

In the event of cancellation at the customer’s initiative, 100% of the reservation amount remains due, except in the case of mandatory legal provisions or a more favorable agreement by the establishment.

8.3 – No-show

In the event of a no-show without prior cancellation, the financial consequences provided for by the booked rate apply.

For rates providing for full billing in the event of a no-show, 100% of the reservation amount is due.

The room is held until the end of reception hours, i.e. 11 pm, unless otherwise agreed in advance.

A late arrival agreed in advance with the establishment does not constitute a no-show.

8.4 – Early departure

In the event of early departure at the customer’s initiative, the rate conditions accepted at the time of booking remain applicable.

Where the rate provides that the stay is due in full, unused nights remain payable, except in the case of mandatory legal provisions or a contrary agreement by the establishment.

The charges applied may not result in double billing of the same amount.

Requests based on exceptional circumstances may be examined upon presentation of supporting documents, without constituting a general promise of reimbursement and subject to the customer’s legal rights.

Group reservations are subject to the specific conditions of their contract.

9. No right of withdrawal for dated services

In accordance with Article L. 221-28, 12° of the French Consumer Code, the right of withdrawal does not apply to accommodation service contracts, other than residential accommodation, provided on a specific date or during a specific period.

The cancellation and modification conditions of the booked rate remain applicable.

Undated gift vouchers and other separate products may be subject to specific conditions and a different legal regime.

10. Conditions of access to Spa La Forêt

Spa La Forêt by La Réserve includes in particular an indoor pool with integrated jacuzzi, a sauna, a hammam, a halotherapy area and an outdoor Finnish bath.

10.1 – Conditions of access

The entire spa, including the indoor pool and its integrated jacuzzi, is exclusively reserved for persons aged 18 and over.

The pool is an integral part of the spa and is not accessible separately.

Booking a room does not automatically grant access to the spa or its pool.

Access is included only in packages that expressly provide for it or may be purchased as an extra according to the conditions and availability.

10.2 – Hours and rates

Standard access is offered from 8 am to 8 pm.

Outside packages, the day-access rate is €49 incl. VAT per person, by reservation and subject to availability.

A semi-private slot is offered from 8 pm to 10 pm, by reservation, at a rate of €75 incl. VAT per person, limited to ten people.

The semi-private nature does not mean exclusive use of the spa for a single couple or group.

The cancellation conditions applicable to spa access sold separately are those communicated at the time of booking.

10.3 – Rules and safety

The customer undertakes to comply with the spa rules, capacity limits and posted instructions.

Wearing swimwear and taking a shower beforehand are mandatory.

Phones and devices enabling photography or filming are prohibited in the spa area.

Any behavior disturbing the peace and quiet of the premises or endangering people may result in access being interrupted, in proportion to the situation.

The temperatures and operating conditions of the facilities may vary depending on the conditions of use and the establishment’s technical settings.

Each customer must adapt their use to their state of health and, if necessary, seek the advice of a health professional.

Access to the spa is prohibited to persons in a state of intoxication.

These provisions do not limit the establishment’s legal safety obligations.

10.4 – Bathrobes, towels and equipment

The bathrobes, towels and reusable slippers provided to customers are made available to them temporarily and remain the property of the establishment.

They must be returned in accordance with the instructions provided by reception or the spa staff.

In the event of non-return or damage attributable to the guest, replacement charges corresponding to the justified costs may be billed.

The applicable replacement rates are communicated to the guest before or when the equipment is handed over.

When the guest is staying at the hotel, the justified amounts may be covered by the €200 bank guarantee, under the conditions set out in Article 7.

A separate guarantee may be requested from outside guests when its terms have been communicated and accepted in advance.

10.5 – Unavailability of equipment

In the event that equipment or the spa is unavailable, the establishment will inform the guest as soon as possible.

When a contractually included service cannot be provided, an appropriate solution will be sought, which may in particular consist, depending on the situation and the applicable rights, of an accepted replacement, a price reduction, or a refund for the service not provided.

11. Parking

Hôtel La Réserve & Spa offers paid private parking, subject to availability, to guests of Hôtel La Réserve & Spa and L’Annexe by La Réserve.

Parking is not included in the room price, unless otherwise stated in the booked offer.

Parking rates:

Car: €10 incl. VAT per night
Motorcycle: €8 incl. VAT per night
Bicycle free of charge for guests with a reserved parking space

As spaces are limited, a parking space is guaranteed only after the establishment’s express confirmation.

Guests are invited to inquire with reception before their arrival.

The guest agrees to comply with the parking instructions and to lock their vehicle.

The establishment’s liability is assessed in accordance with the applicable legal provisions, in particular those relating to travelers’ property when they apply.

No provision of these General Terms and Conditions removes or reduces the legal guarantees from which the guest benefits.

12. Rules of stay, no-smoking policy, and damage

12.1 – Respect for the premises

The guest undertakes to respect the peace and quiet of other guests, the safety rules, the maximum room occupancy, and the internal rules.

It is prohibited to accommodate additional occupants or sublet a room without the establishment’s prior consent.

Minors remain under the supervision and responsibility of their legal representatives.

Minors are not admitted to the spa.

12.2 – No-smoking policy

Smoking or vaping is strictly prohibited in the rooms and indoor areas of Hôtel La Réserve & Spa and L’Annexe by La Réserve.

If a breach of this prohibition is observed that requires specific cleaning, deodorization, or restoration of the room, charges of up to €100 incl. VAT may be billed to the responsible guest, within the limit of the justified costs.

12.3 – Triggering of the fire alarm

When a guest’s wrongful conduct causes the unjustified triggering of the fire alarm and requires an exceptional intervention, the additional costs actually incurred by the establishment may be claimed from the responsible guest, upon presentation of supporting documents.

This billing assumes that the link between the guest’s conduct and the alarm being triggered has been established.

No charges will be imposed on the guest when the triggering results from a technical malfunction or an event not attributable to them.

Cleaning charges and any intervention charges may be combined only when they correspond to separate costs that were actually incurred.

No double compensation may be claimed for the same loss.

12.4 – Animals

Pets are not permitted in the establishment.

This prohibition does not affect the rights recognized by the applicable regulations for guide dogs and assistance dogs.

12.5 – Damage and non-return of equipment

The guest is liable for damage and deterioration attributable to them in accordance with legal rules.

The equipment made available in the rooms or at the spa, in particular bathrobes, towels, and other accessories, must be returned under the prescribed conditions.

In the event of disappearance, non-return, or damage attributable to the guest, justified replacement or repair costs may be claimed.

The sums due may, within the limits of the bank authorizations validly given, be covered by the pre-authorization provided for in Article 7.

In the event of a serious breach of the rules of stay or safety rules, the establishment may take the necessary measures proportionate to the situation, after warning when circumstances permit.

The financial consequences are assessed in accordance with the contract and the law.

No automatic forfeiture of all sums paid is provided for.

13. Liability and personal belongings

The establishment is liable for its contractual obligations and for damage for which it is legally responsible.

The establishment’s liability with regard to clothing, luggage, and items brought by travelers is governed in particular by Articles 1952 to 1954 of the Civil Code.

No clause of these General Terms and Conditions removes or reduces the mandatory guarantees from which the guest benefits.

The photographs and descriptions presented by the establishment are intended to faithfully describe the essential characteristics of the rooms and services offered.

Differences in decoration or layout may exist between rooms in the same category, without altering the essential services booked.

The guest retains their rights when the service actually provided does not correspond to the essential characteristics of the contract.

When certain services are provided by an external service provider, this is identified as such before the order when necessary.

The liability of each party involved is determined according to its role and the applicable legal provisions.

14. Hotel unavailability and force majeure

If the establishment is unable to honor a confirmed reservation, it will inform the guest as soon as possible.

The establishment may offer comparable or superior accommodation, at no extra cost to the guest, specifying the transfer arrangements and, where applicable, coverage of the necessary expenses.

Failing an accepted solution or when no appropriate solution can be offered, the sums corresponding to the services not provided will be refunded.

The guest’s other rights remain reserved in accordance with the applicable legal provisions.

Force majeure is assessed in accordance with Article 1218 of the Civil Code.

An event such as a breakdown, strike, epidemic, or supply difficulty does not automatically constitute a case of force majeure.

The party concerned informs the other party as soon as possible and takes reasonable measures to limit the consequences.

The effects of force majeure on the performance, suspension, or termination of the contract, as well as on any refund of sums paid, are determined in accordance with the applicable legal rules.

15. Complaints and consumer mediation

Any complaint concerning a stay or a service may be sent to:

Hôtel La Réserve & Spa – SAS La Réserve
2 avenue du 19 Novembre
88400 Gérardmer – France
Email: contact@lareserve-gerardmer.fr

In accordance with the provisions of the Consumer Code, after having sent a written complaint to the establishment and in the absence of a satisfactory resolution, the consumer may refer the matter free of charge to the consumer mediator to which the establishment belongs, subject to the applicable admissibility conditions.

Consumer mediator: Médiation Tourisme et Voyage (MTV)
BP 80 303
75823 Paris Cedex 17
Website: www.mtv.travel

SAS La Réserve benefits from the Médiation Tourisme et Voyage consumer mediation scheme as part of its membership in the UMIH.

The referral to the mediator is made in accordance with the applicable admissibility conditions and deadlines.

16. Personal data and video surveillance

16.1 – Protection of personal data

The personal data necessary for the reservation and performance of the services are processed in accordance with the applicable regulations.

The website’s privacy policy specifies in particular the identity of the data controller, the purposes and legal bases of the processing, the data recipients, the retention periods, the rights of the persons concerned, and how to exercise those rights.

The privacy policy is accessible on the establishment’s website.

For any question or request relating to personal data:

SAS LA RÉSERVE
2 avenue du 19 Novembre
88400 Gérardmer – France
Email: contact@lareserve-gerardmer.fr

The guest may also lodge a complaint with the Commission nationale de l’informatique et des libertés (CNIL).

The consents required for certain commercial prospecting operations or for the use of non-essential cookies are collected separately when required by regulations.

16.2 – Video surveillance

To ensure the safety of people and property, certain areas of Hôtel La Réserve & Spa and L’Annexe by La Réserve are placed under video surveillance.

The system has been subject to the formalities with the prefecture, in accordance with the applicable regulations.

The cameras are installed only in areas legally authorized and necessary for the security purposes pursued, excluding areas where they would infringe on people’s privacy.

The areas concerned are subject to specific and visible information on site.

The images are accessible only to authorized persons and, when necessary, to the authorities legally authorized to request disclosure of them.

The images are kept for a maximum period of 30 days, unless a particular retention need is legally justified, in particular in the context of proceedings.

Any person concerned may exercise the rights recognized to them by the applicable regulations, in particular the right of access to images concerning them.

Requests may be sent to: contact@lareserve-gerardmer.fr.

When necessary, the request must make it possible to identify the images concerned, in particular by specifying the date, approximate time, and place of presence in the establishment.

People’s rights may be limited in the cases provided for by regulations, in particular to protect the rights of third parties.

The guest may also lodge a complaint with the CNIL.

17. Legal guarantees

These General Terms and Conditions do not deprive the consumer guest of the legal guarantees applicable to them under the regulations in force.

When a guest believes that a service does not comply with what was contractually agreed, they are invited to inform the establishment as soon as possible in order to seek an appropriate solution, without prejudice to their legal rights.

No provision of these General Terms and Conditions may have the effect of excluding or limiting the rights that the consumer benefits from under mandatory legal provisions.

18. Applicable law and competent jurisdiction

These General Terms and Conditions are governed by French law.

This provision does not deprive the consumer of the mandatory protections applicable to them under the legislation from which they benefit.

Disputes are submitted to the competent courts in accordance with the applicable legal rules.

No exclusive jurisdiction at the establishment’s registered office is imposed on the consumer.

The version of the General Terms and Conditions that applies is the one communicated and accepted at the time of booking.

Any subsequent amendment to the General Terms and Conditions does not apply retroactively to an already confirmed booking, unless otherwise provided by law.

If a provision of these General Terms and Conditions is declared null and void or unenforceable, the other provisions remain in force to the extent permitted by law.

19. Gift vouchers

Hôtel La Réserve & Spa offers gift vouchers allowing guests to benefit from accommodation services and, depending on the offer chosen, breakfast, access to Spa La Forêt, or other services expressly mentioned.

The gift vouchers may concern Hôtel La Réserve & Spa or L’Annexe by La Réserve, depending on the package chosen.

19.1 – Validity

Gift vouchers are valid for one year from their date of purchase, unless a more favorable specific statement is made.

They may be used exclusively upon prior reservation and subject to the establishment’s availability.

The reservation and use of the services must take place before the gift voucher’s expiry date, unless otherwise agreed in writing by the establishment.

After the expiry of its validity period, the gift voucher may no longer be used, except in the event of an exceptional commercial agreement by the establishment and subject to the applicable legal rights.

19.2 – Included services

The included services are those expressly stated on the gift voucher.

Any additional service is billed separately.

Access to Spa La Forêt is reserved for persons aged 18 and over.

Presentation of the gift voucher or its reference may be requested at the time of booking or use.

19.3 – Cancellation and refund

Gift vouchers are non-cancellable and non-refundable, subject to mandatory legal provisions and any more favorable special conditions.

For gift vouchers purchased remotely without a determined stay or service date, a legal 14-day right of withdrawal may apply depending on the nature of the voucher and the applicable legal provisions.

When a right of withdrawal exists, the conditions for exercising it are communicated to the consumer before purchase.

After expiry of the legal withdrawal period, where applicable, the gift voucher is neither cancellable nor refundable at the buyer’s initiative, except in the case of a mandatory legal provision or a specific commercial agreement.

19.4 – Unavailability of a service

In the event that a service is unavailable and this is attributable to the establishment, an appropriate solution will be sought.

The beneficiary’s legal rights remain applicable.

Effective date: 26 October 2026

SAS La Réserve – Hôtel La Réserve & Spa – L’Annexe by La Réserve – Spa La Forêt, Gérardmer