Terms & Conditions

Preambule

The brand Châteaux & Hôtels Collection commercializes on its website independent hotels and via the VEGA TRAVEL agency.
Company: VEGA VOYAGES
Tax Identification Number: 382 256 857 00071
VAT number: FR75 382 256 857
Business Register data: Entered in Commercial and Companies Register under the SIREN number 422 044 693
Head office: Bord de Seine 1 | 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE
Owner of web domain www.chateauxhotels.co.uk
Vega Voyages has taken out an insurance policy with SATEC, 10 rue de Châteaudun, 75009 PARIS, for its third-party and professional liability in respect of bodily injury and tangible and intangible damages caused to clients, service providers and third parties in the event of faults, errors of fact or law, omissions or negligence committed in the pursuit of its activities as a travel organisation for a total amount of 1,524,490 euros per year of insurance cover for bodily injury and tangible and intangible damages.
Bookings can be made with Châteaux & Hôtels Collection as follows.

Website
You can book online at chateauxhotels.com and pay at the hotel.

Steps:
1. Search hotels on the website
2. Click on the page of the hotel of your choice
3. Choose a date in the calendar
4. Select a room or offer
5. Enter your details
6. Enter your credit card details
7. Finish your booking
8. Guarantee: our payment system "Paybox” checks that your payment card is valid.

Click and you will receive a confirmation email containing your book number and a summary of your booking.


Your credit card details are required to guarantee your booking at the hotel. The website ChateauxHotels.com and/or Vega Voyages take(s) no payment from your credit card. Total cost of your booking will be debited by the hotel during your stay except special conditions mentioned in the description of offers booked on the ChateauxHotels.com website.

By email
If you are using an e-booking system, the booking request process consists of three stages:
1. You send us a booking request.
2. Depending on availability at the selected hotel, we send you an offer as soon as possible, within 48 hours except weekends and public holidays.
3. We confirm your booking by email after transmission of your credit card details. Your booking will be payed directly at the hotel.
4. The hotel will check the credit card used for the booking on the website ChateauxHotels.com.

By phone
Contact the Booking Centre (from France) on: 0 892 23 00 75 (€0,40/min) from Monday to Friday, 9am to 6pm.

Changes to your booking
To make any changes to your booking, please contact directly the hotel (i.e. Details information on your booking confirmation) or the Booking Centre (from France) on: 0 892 23 00 75 (€0,40/min) from Monday to Friday, 9am to 6pm or by email at resa@chateauxhotels.com.

Transferring your booking
Before the start date of your booking, you may transfer it to a third party who is required to fulfil all the conditions of the contract. You must inform us of this transfer a minimum of 7 (seven) days before the start date of your booking by registered mail with return receipt sent to the address given in Article 1.2, stating the following:
- your first name, last name and address
- the first name, last name and address of the third party to whom you are transferring the booking, plus an email address or fax number
- booking number and a copy of your confirmation from Châteaux & Hôtels Collection.
Upon receipt of this registered mail, a modified booking confirmation will be sent to the third party replacing you. You and the third party replacing you will be jointly responsible for payment of the total booking cost, as well as any costs incurred by the transfer (i.e. any surcharges due to booking changes, in particular as specified in Article 5.2).

The insurance contract you have purchased (if applicable) cannot be transferred to the third party replacing you. You can request an invoice detailing the transfer fees debited for your booking by sending an email or letter to Châteaux & Hôtels Collection.
In line with standard practice, rooms are made available to guests from 3pm to midday, unless otherwise specified by your hotel.

A double room accommodates: 2 adults and, if required, 1 child and/or 1 baby.
A twin room accommodates: 2 adults and, if required, 1 child and/or 1 baby.
A suite accommodates: 2 adults and, if required, 1 child and/or 1 baby.
A triple room accommodates: 3 adults and, if required, 1 child and/or 1 baby.
A quadruple room accommodates: 4 adults and, if required, 1 child and/or 1 baby.

The type of rooms available depends on the hotel. For more information, guests should contact their selected hotel directly. The number of meals depends on the number of nights spent in the hotel. Please be aware that not all our hotels offer meals. Full board begins with dinner on the first night and ends with breakfast the morning after the last night. Half board includes breakfast and one meal per day. Beverages are only included when specifically stated.
Châteaux & Hôtels Collection and/or the hotel reserve the right to consider your booking cancelled if the credit card details provided for payment prove to be defective. If necessary, Châteaux & Hôtels Collection and/or the hotel reserve the right to claim damages.
The following credit cards are accepted: Visa, MasterCard, American Express, J.C.B and Diners. Not all hotels accept all the credit cards cited above.

The credit card details are communicated to the hotel securely using 128-bit SSL encrypted transfer, in order to guarantee your booking.

The total amount of the stay and services consumed in the hotel must be payed at the hotel except special conditions mentioned in the description of offers booked on the ChateauxHotels.com website.

The hotel is the only one to debit the cost of your stay from the account corresponding to the credit card used when booking.
When booking on ChateauxHotels.com website and after confirmation of the availability for your stay, a confirmation message will be sent to you by email. The accommodation voucher must be presented on arrival at the hotel.

For hotels distributed by Vega Voyages

The hotel does not charge:
- If the cancellation or modification occurs more than 72 hours of arrival for a stay of less than or equal to 3 nights,
- If the cancellation or modification occurs more than 14 days of arrival for a stay longer than 3 nights.

In case of no-show:
The (no-Show) hotel or non-compliance with conditions of cancellation 100% of the total amount will be charged, including all services purchased upon reservation.

Some offers for benefit payable on booking promotional fares are clearly identified as non-cancelable, non-refundable, non-changeable.

In case of booking modification, booking cancellation or no-show at the hotel, the credit card will be charged of the total booking amount.

These bank information can, if you wish, be transmitted by phone at +33 178 94 78 94 from the Central Reservation.
We shall not be held liable for any problems arising during your trip that are due to your own actions, force majeure or the unforeseeable and unavoidable act of a third party not involved in the provision of services specified in the contract.

Photographs are supplied for information purposes only and are not contractually binding.

Before placing an order, each client shall be responsible for checking the calendar of local events such as carnivals, religious festivals and public holidays that could affect the quality of his or her trip. Vega Voyages cannot accept liability for any such disruptions.

Any complaints regarding the non-execution or unsatisfactory execution of your travel contract must be made to the service provider on-site within 24 hours of your arrival.

If your complaint was not resolved to your satisfaction, ensure your service provider confirms your complaint in writing and send this document as soon as possible, within a maximum 30 days of the date of your return, to
- the following address: Châteaux & Hôtels Collection, Service Clientèle, Bord de Seine 1 | 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE.
- or by email to: reclamation@chateauxhotels.com.

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The personal data provided by the customer may be reported to VEGA VOYAGES partners, to the member establishments of the Châteaux & Hôtels Collection network, and any other member company of Alain DUCASSE Group. The personal data is, unless the expressly request to the contrary by the customer, incorporated in the customer file of Châteaux & Hôtels Collection, which was declared with the CNIL (Commission Nationale Informatique et Libertés), the French National Commission for Computerized Data and Civil Liberties. The customer has a right to access and correct the data that concern him. To exert this right, the customer must send a request by mail to the following address: Châteaux & Hôtels Collection, Bord de Seine 1 | 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE.

On November 2016, Châteaux & Hôtels Collection, leading company of gourmet restaurants and charming hostelry in France and Italy, formalizes its partnership with a Germanic company, Romantik Hotels. This strategic alliance allow us to enlarge our offer with a hundred more unusual and authentic establishments in Germany and Austria.

These Germanic and Austrian establishments are now available on our website: www.chateauxhotels.co.uk. To book these establishments, customers will be lead to the Romantik Hotels booking platform.

Likewise, on www.romantikhotels.com, customers can now find more than 350 French establishments from Châteaux & Hôtels Collection. To finalize your booking, users will be lead to the Châteaux & Hôtels Collection website.

Legal information regarding this partner:

Romantik Hotels & Restaurants AG
Hahnstraße 70
D-60528 Frankfurt

Management board : Thomas Edelkamp (President), Ralph Düker
Chairman of the Supervisory Board : Dr. Florian Kreibich

Frankfurt am Main HRB 88565
USt.ID-Nr. DE 273644124
St.-Nr. 047 242 77016

Preambule

The brand Châteaux & Hôtels Collection commercializes on its website independent hotels and via the VEGA TRAVEL agency.
Company: VEGA VOYAGES
Tax Identification Number: 382 256 857 00071
VAT number: FR75 382 256 857
Business Register data: Entered in Commercial and Companies Register under the SIREN number 422 044 693
Head office: Bord de Seine 1 | 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE
1.1 Gift Boxes commercialized by Châteaux & Hôtels Collection
Gift Boxes are contracts which allow the client or beneficiary to have accommodation and / or restoration services determined by each type of package (hereinafter the “Gifts Boxes”) in the member establishments of the Châteaux & Hôtels Collection network which participate in each gift box offer.
These hosting and / or restoration services are described precisely, for each type of Gift Box, on the website accessible at http://www.chateauxhotels.co.uk/gift-box (hereinafter the "Site Châteaux & Hôtels Collection ").
In the case where any service described in a Gift Box could not be provided, that service will be substituted by equivalent service.
Gifts boxes can only be used in establishments participating in each Gift Box offer. The list of those establishments is available on the website Châteaux & Hôtels Collection (www.chateauxhotels.com). VEGA VOYAGES reserves the right at any time to change the list of establishments participating in each offer.
Gift Boxes are provided by a Collectionneur Gift Card, an information sheet and a presentation booklet which indicate the type of package concerned, the nature of the benefits included, as well as the validity period of the package.
1.2 Gift Boxes Presentation
The Collectionneur Gift Cards corresponding to Gift Boxes are presented in an orange metal box.
Gift Boxes can be ordered online on the website http://www.chateauxhotels.co.uk/gift-box or by phone:
- +331.55.33.13.70 (from France, the price of a local call from a landline)
- +331.72.72.92.02 (from abroad, the price of a call to France from a landline)

Any Gift Box order, whatever the terms and conditions, implies full acceptance and adherence to these Terms and Conditions of Sale; this is expressly understood and agreed by the Client.
Orders are supplied within 30 days after acceptance and verification of payment in case of remote payment by credit card. Thus, according to the conditions chosen by the customer when ordering, the ordered items are within 30 days mailed to the beneficiary of the order, whose his contact details has been expressly informed by the customer during the ordering process .
In this case, any delivery in metropolitan France are tracked and consequently charges to the customer an additional fee which is from 10 to 15 euros including tax and VAT (depending on the number of boxes ordered, with a limit of 10 boxes per beneficiary).
For any delivery outside metropolitan France, the delivery is secured and charge shipping costs to the customer. The shipping costs are listed in the table below:
Zone 1 Zone 2 Zone 3 Zone 4 Zone 5 Zone 6
Gift Vouchers (max amount € 2,000) € 13.00 € 17.00 € 22.00 € 26.00 € 30.00 € 29.00
1 Gift Box € 13.00 € 18.00 € 23.00 € 26.00 € 31.00 € 30.00
From 2 to 3 Gift Boxes € 15.00 € 20.00 € 24.00 € 27.00 € 35.00 € 32.00
From 4 to 7 Gift Boxes € 18.00 € 24.00 € 27.00 € 29.00 € 41.00 € 34.00
From 8 to 10 Gift Boxes € 22.00 € 29.00 € 33.00 € 36.00 € 47.00 € 41.00
Zone 1: Belgium, Luxembourg, Netherlands.
Zone 2: Austria, Denmark, Spain, Ireland and United Kingdom.
Zone 3: Czech Republic, Croatia, Hungary, Poland, Slovakia and Slovenia.

Zone 4 : Germany,Finland,Italy and Portugal.

Zone 5 : Andorra, Switzerland, Jersey, Liechtenstein, Norway and San Martin.

Zone 6 : Bulgaria, Estonia, Greece,Lithuania, Latvia and Romania.

The invoice for the items ordered by the customer is addressed, only upon request (for "general public" customers bookings, which are directly done on the Website), to the latter during the ordering process.

The shipping costs are from 8 to 12 euros including tax and VAT per beneficiary (depending on the number of boxes ordered, with a limit of 10 boxes per beneficiary) concerning the deliveries in metropolitan France.

The prices charged by VEGA VOYAGES may be revised at any time by the latter.

Gift Boxes are completely paid in euros by payment card belonging to the customer (e.g. Carte Bleue, Visa, Eurocard / MasterCard, American Express, e-carte bleue, JCB, Diners).

In this case, payment is done online via a secure payment system, known as the secure socket layer technology (SSL), which requires that the customer provides his payment card number and expiration date. Any fraudulent use of the customer's payment card falls under the contractual arrangements between the card owner and his bank.

Collectionneur Gift Cards corresponding to Gift boxes are not nominative, so they and can be used by any holder of it. They are under the responsibility of the bearer without any possible recourse in case of loss or theft.

Collectionneur Gift Cards corresponding to Gift boxes are valid 18 months from the date of activation and must imperatively be used during the validity period.

The validity of the Gift Card benefits may be extended once, during the period of validity, for six months.

Collectionneur Gift Cards corresponding to Gift boxes cannot be combined and are never repaid fully or partly against cash.

Any overspending and/or use of any service not included in the packages of Gift Boxes must imperatively be charged by the beneficiary to the establishment concerned, according to the conditions of the latter.

The member establishments of the Châteaux & Hôtels Collection network participating in Gift Boxes packages are required to provide all the services included in the package. Or, in the case they are unavailable, they must provide equivalent services.

Accommodation and / or restoration services provided in the packages of Gift Boxes must always be booked in advance, according to the conditions as described below.

Accommodation and / or restoration services provided in the packages of Gift Boxes must be booked in advance by phone directly with the member hotel or restaurant of the Châteaux & Hôtels Collection network, and selected by the beneficiary.

The customer must communicate during the booking process, the reference of its Collectionneur Gift Card corresponding to Gift Box which he is the beneficiary. The Client will receive a final booking confirmation after the required verifications have been performed.

The customer may change his booking according to the hotel's or restaurant’s cancellation policy, directly with the establishment concerned. No change will be accepted beyond cancellation conditions set by the concerned establishments.

The customer is not allowed to claim any exchange or compensation in case of no show in the establishment on the day and hours planned during the booking.

The Bookings of the Gift Box packages can be performed every day, during the week and the weekend, on the afternoon and / or the evening, depending on the options described in the package and the opening days and hours of the selected establishments. The bookings cannot be done on 24th December, 31th December and 14th February.

The customer must provide the original Collectionneur Gift Card during his visit to the establishment.

The customer (or beneficiary) must claim any complaints and errors concerning the delivery and / or non-compliance regarding to the order, within forty-eight hours following the delivery (date of receipt or withdrawal date at headquarters) to the company VEGA VOYAGES. Any complaint formulated beyond this time will be rejected and the delivered Gift Boxes will be deemed to be conformed and accepted by the customer.

Any difficulty relating to the execution of the package can be brought to VEGA VOYAGES in writing addressed to: Customer Service - Châteaux & Hôtels Collection Bord de Seine 1, 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE.

The names Châteaux & Hôtels Collection, the Collection of tables, drawing and logo are officially filed at the French National Institute of Industrial Property, and are under legal protection against any use made without the permission of their owner.

It is strictly forbidden to reproduce, modify, transmit, publish, adapt, on any medium, by any means, or operate in any manner, all or a part of the website content Châteaux & Hôtels Collection without the prior written permission of VEGA VOYAGES.

The personal data provided by the customer may be reported to VEGA VOYAGES partners, to the member establishments of the Châteaux & Hôtels Collection network, and any other member company of Alain Ducasse Group. The personal data is, unless the expressly request to the contrary by the customer, incorporated in the customer file of Châteaux & Hôtels Collection, which was declared with the CNIL (Commission Nationale Informatique et Libertés), the French National Commission for Computerized Data and Civil Liberties. The customer has a right to access and correct the data that concern him. To exert this right, the customer must send a request by mail to the following address: Châteaux & Hôtels Collection, Bord de Seine 1, 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE

Any order of Gift Boxes is subject to the French law. Any dispute relating to the execution of these General Terms and Conditions of Sale will be subject to the jurisdiction of the courts of the jurisdiction of the Court of Appeal of PARIS

During the purchase of a Châteaux & Hôtels Collection Gift Box, under the terms of Article L.121-20 of the Consumer Code, the consumer has a period of 7 (seven) days to exercise his right of withdrawal without having to give any reasons or incurring penalties, except, return costs. The period mentioned above run from the date of receipt of (or) Gift Boxes Châteaux & Hôtels Collection. Return costs will be at the charge of the customer. Only Châteaux & Hôtels Collection Gift Boxes returned on time and in perfect condition may be repaid. Châteaux & Hôtels Collection Gift Boxes returned damaged, soiled and/or with a lack of the Collectionneur Gift Card, the booklet and/or the orange metal box, will not be accepted and may not be repaid. Châteaux & Hôtels Collection Gift Boxes will be returned to the following mailing address: Châteaux & Hôtels Collection - Bord de Seine 1, 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE. Any return made according to the terms and conditions of this section will result in a refund equal to the totality of the sums paid by the customer no later than thirty days from the day of receipt of Châteaux & Hôtels Collection Gift Boxes in perfect state.

Shipments are performed by the MPO Company. Châteaux & Hôtels Collection Gift Boxes are transported at recipient’s risk. The customer is held responsible to provide the name and the address of the recipient. This information must be accurate and complete to enable a delivery in the best conditions.

Châteaux & Hôtels Collection may not, under any circumstances, be held liable for delivery return due to incomplete or incorrect address.

In the event of the client's absence at the time of the delivery, Châteaux & Hôtels Collection is not held responsible for a possible deterioration of the products due to a late withdrawal from the post office. The overtaking delivery deadlines cannot give rise to claims for damages. In case of failing and significant delay delivery or a noncompliance with the order, the customer is pleased to address his complaints to Customer Service at the following address: Châteaux & Hôtels Collection - Bord de Seine 1, 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE.

Châteaux & Hôtels Collection will make every effort in order to satisfy its customers in case of problems encountered during a delivery.

1. STANDARD DELIVERY

From Monday to Thursday included (excluding public holidays)
- Orders passed before 10h am will be processed and shipped the same day.
- Orders passed after 10h am will be processed and shipped the next day.
Friday (excluding public holidays)
- Orders passed before 10am will be processed and shipped the same day.
- Orders passed after 10am will be processed and shipped the next Monday.
- Orders passed on Saturday and Sunday will be processed as an order passed on Monday before 10am.
- Orders passed during a public holidays will be processed the next day (week-end excluded)
Delivery time depends on the destination but it will be between 5 and 12 days.

2. EXCEPTIONAL PERIOD

While peack season (such as Christmas, mother’s/father’s day and also valentine’s day) the delivery time might be delayed because of the calendar impose by a carrier.

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From January 30th 2017 to February 14th 2017 : Valentine's Day's Terms 

Preambule

The brand Châteaux & Hôtels Collection commercializes on its website independent hotels and via the VEGA TRAVEL agency.
Company: VEGA VOYAGES
Tax Identification Number: 382 256 857 00071
VAT number: FR75 382 256 857
Business Register data: Entered in Commercial and Companies Register under the SIREN number 422 044 693
Head office: Bord de Seine 1 | 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE
 
1.1 The terms used

Châteaux & Hôtels Collection commercialized Gift Vouchers on its website. These are also be called “Travel Invitation”. “Travel Invitation” is also the advertising terminology used for the Gift Vouchers.

1.2 Gifs Vouchers commercialized by Châteaux & Hôtels Collection

Gift Vouchers are face value which enables to benefit the hosting services, breakfast and restoration services in the member establishments of the Châteaux & Hôtels Collection network. Gift Vouchers are valid for 24 months from the date of activation, in every establishments of the EuroZone, members of the association, presented in the booklet “Guide Châteaux & Hôtels Collection” of the calendar year or on the website www.chateauxhotels.com. The gift vouchers are cumulative (the use of several gift vouchers to pay a service is possible) but can in no way be used in a case of a promotional offer or a special operation.

1.3 Gift Vouchers Presentation

Gift Vouchers are presented by a gift sheet and a presentation booklet indicating the nature of the benefits to which it is entitled, the validity period, as well as the user manual Gift Vouchers.

Gift Vouchers can be ordered online on the website http://www.chateauxhotels.co.uk/gift-box or by phone:
- +331.55.33.13.70 (from France, the price of a local call from a landline)
- +331.72.72.92.02 (from abroad, the price of a call to France from a landline)

Any Gift Voucher order, whatever the terms and conditions, implies full acceptance and adherence to these Terms and Conditions of Sale; this is expressly understood and agreed by the customer.

Orders are supplied within 30 days after acceptance and verification of payment in case of remote payment by credit card. Thus, according to the conditions chosen by the customer when ordering, the ordered items are within 30 days mailed to the beneficiary of the order, whose his contact details has been expressly informed by the customer during the ordering process .

In this case, any delivery in metropolitan France are tracked and consequently charges to the customer an additional fee of €8.00 including tax and VAT (depending on the number of vouchers ordered, with a limit of 10 vouchers per beneficiary).

For any delivery outside metropolitan France, the delivery is secured and charge shipping costs to the customer. For deliveries which will not exceed 10 vouchers, the shipping costs for the different Zones are the following:
- Zone 1: €13.00, including tax and VAT
- Zone 2: €17.00, including tax and VAT
- Zone 3: €22.00, including tax and VAT
- Zone 4: €26.00, including tax and VAT
- Zone 5: €30.00, including tax and VAT
- Zone 6: €29.00, including tax and VAT
The invoice for the items ordered by the customer is addressed, only upon request (for "general public" customers bookings, which are directly done on the Website), to the latter during the ordering process.
Zone 1: Belgium, Luxembourg, Netherlands.
Zone 2: Austria, Denmark, Spain, Ireland and United Kingdom.
Zone 3: Czech Republic, Croatia, Hungary, Poland, Slovakia and Slovenia.

Zone 4 : Germany,Finland,Italy and Portugal.

Zone 5 : Andorra, Switzerland, Jersey, Liechtenstein, Norway and San Martin.

Zone 6 : Bulgaria, Estonia, Greece,Lithuania, Latvia and Romania.

The shipping costs are charged to the customers.

The prices charged by VEGA VOYAGES may be revised at any time by the latter.

Gift Vouchers are completely paid in euros by payment card belonging to the customer (e.g. Carte Bleue, Visa, Eurocard / MasterCard, American Express, e-carte bleue, JCB, Diners).

In this case, payment is done online via a secure payment system, known as the secure socket layer technology (SSL), which requires that the customer provides his payment card number and expiration date. Any fraudulent use of the customer's payment card falls under the contractual arrangements between the card owner and his bank.

Gift Vouchers are not nominative, so they can be used by any holder of it. Each voucher is to be used once. They are under the responsibility of the bearer without any possible recourse in case of loss or theft and shall not be sold.

Gif Vouchers are never repaid fully or partly against cash.

Gift Vouchers are valid 24 months from the date of activation and must imperatively be used during the validity period. The validity of the Gift Voucher benefits may be extended once, during the period of validity, for six months. In any case the period of validity can be extended after the expiration date.
The Gift Vouchers are in any circumstance duplicable. Any full or partial reproduction of Châteaux & Hôtels Collection Gift Voucher is liable to prosecution.

The member establishments of the Châteaux & Hôtels Collection network (except Romantik Hotels network) are required to accept gift vouchers as payment.

The customer must visit the website http://www.chateauxhotels.co.uk/gift-box, enter the code which appears on the back of gift voucher in order to check the expiration date. Then, the customer can choose the room of the establishment where he expects to use his gift voucher.

Accommodation and / or restoration services provided in the packages of Gift Vouchers must always be booked in advance, according to the conditions as described below.

The Bookings of the Gift Voucher can be performed every day, depending to the availability of the establishment chosen:

- Through the hotel's restaurant chosen by the beneficiary. The phone number is indicated on the web site http://www.chateauxhotels.co.uk/gift-box or on the Guide Châteaux & Hôtels Collection.


-By phone:
+331.55.33.13.70 (from France, the price of a local call from a landline)
+331.72.72.92.02 (from abroad, the price of a call to France from a landline)

- By mail to resa@chateauxhotels.com


The customer must communicate during the booking process, the reference of his Gift Voucher. In the case that a customer is the beneficiary of several Gift Vouchers, he shall inform each Gift Voucher References during the booking process.

Booking cannot be done through online travel agencies such as Booking.com, Expedia.fr, Hotels.com, etc.

Any modification or cancellation of the previously confirmed booking is subject to the conditions of the establishment concerned.

The customer pays his stay and / or the meal by presenting the gift vouchers upon arrival in the establishment.
Any overspending and/or use of any service not included in the packages of Gift Vouchers must imperatively be charged by the beneficiary to the establishment concerned, according to the conditions of the latter.

Tourist taxes may not be included in the amount corresponding to the invitation. In this case, they must be paid by the beneficiary to the establishment.

The customer is not allowed to claim any exchange or compensation in case of no show in the establishment on the day and hours planned during the booking.

The customer (or beneficiary) must claim any complaints and errors concerning the delivery and / or non-compliance regarding to the order, within forty-eight hours following the delivery (date of receipt or withdrawal date at headquarters) to the company VEGA VOYAGES. Any complaint formulated beyond this time will be rejected and the delivered Gift Vouchers will be deemed to be conformed and accepted by the customer.

Any difficulty relating to the execution of the package can be brought to VEGA VOYAGES in writing addressed to: Customer Service - Châteaux & Hôtels Collection Bord de Seine 1 | 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE.

The names Châteaux & Hôtels Collection, the Collection of tables, drawing and logo are officially filed at the French National Institute of Industrial Property, and are under legal protection against any use made without the permission of their owner.

It is strictly forbidden to reproduce, modify, transmit, publish, adapt, on any medium, by any means, or operate in any manner, all or a part of the website content Châteaux & Hôtels Collection without the prior written permission of VEGA VOYAGES.

The personal data provided by the customer may be reported to VEGA VOYAGES partners, to the member establishments of the Châteaux & Hôtels Collection network, and any other member company of Alain DUCASSE Group. The personal data is, unless the expressly request to the contrary by the customer, incorporated in the customer file of Châteaux & Hôtels Collection, which was declared with the CNIL (Commission Nationale Informatique et Libertés), the French National Commission for Computerized Data and Civil Liberties. The customer has a right to access and correct the data that concern him. To exert this right, the customer must send a request by mail to the following address: Châteaux & Hôtels Collection, Bord de Seine 1 | 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE.

Any order of Gift Vouchers is subject to the French law. Any dispute relating to the execution of these General Terms and Conditions of Sale will be subject to the jurisdiction of the courts of the jurisdiction of the Court of Appeal of PARIS

During the purchase of a Châteaux & Hôtels Collection Gift Voucher, under the terms of Article L.121-20 of the Consumer Code, the consumer has a period of 7 (seven) days to exercise his right of withdrawal without having to give any reasons or incurring penalties, except, return costs. The period mentioned above run from the date of receipt of (or) Gift Vouchers Châteaux & Hôtels Collection. Return costs will be at the charge of the customer.

Only Châteaux & Hôtels Collection Gift Vouchers returned on time and in perfect condition may be repaid. Châteaux & Hôtels Collection Gift Vouchers returned damaged soiled and/or with a lack of the voucher and/or the booklet, will not be accepted and may not be repaid.

Châteaux & Hôtels Collection Gift Vouchers will be returned to the following address: Châteaux & Hôtels Collection - Bord de Seine 1, 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE.

Any return made according to the terms and conditions of this section will result in a refund equal to the totality of the sums paid by the customer no later than thirty days from the day of receipt of Châteaux & Hôtels Collection Gift Vouchers in perfect state.

Shipments are performed by the MPO Company. Châteaux & Hôtels Collection Gift Boxes are transported at recipient’s risk. The customer is held responsible to provide the name and the address of the recipient. This information must be accurate and complete to enable a delivery in the best conditions.

Châteaux & Hôtels Collection may not, under any circumstances, be held liable for delivery return due to incomplete or incorrect address.

In the event of the client's absence at the time of the delivery, Châteaux & Hôtels Collection is not held responsible for a possible deterioration of the products due to a late withdrawal from the post office. The overtaking delivery deadlines cannot give rise to claims for damages. In case of failing and significant delay delivery or a noncompliance with the order, the customer is pleased to address his complaints to Customer Service at the following address: Châteaux & Hôtels Collection - Bord de Seine 1, 3 esplanade du Foncet - 92441 ISSY LES MOULINEAUX CEDEX - FRANCE.

Châteaux & Hôtels Collection will make every effort in order to satisfy its customers in case of problems encountered during a delivery.

1. STANDARD DELIVERY

From Monday to Thursday included (excluding public holidays)
- Orders passed before 10h am will be processed and shipped the same day.
- Orders passed after 10h am will be processed and shipped the next day.
Friday (excluding public holidays)
- Orders passed before 10am will be processed and shipped the same day.
- Orders passed after 10am will be processed and shipped the next Monday.
- Orders passed on Saturday and Sunday will be processed as an order passed on Monday before 10am.
- Orders passed during a public holidays will be processed the next day (week-end excluded)
Delivery time depends on the destination but it will be between 5 and 12 days.

2. EXCEPTIONAL PERIOD

While peack season (such as Christmas, mother’s/father’s day and also valentine’s day) the delivery time might be delayed because of the calendar impose by a carrier.

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From January 30th 2017 to February 14th 2017 : Valentine's Day's Terms