Terms and Conditions – Au coeur de Bordeaux guest house


These General Terms and Conditions of Sale (GTCS) apply to the reservation made by the Customer. These terms and conditions are available to customers on our website. Any reservation therefore implies that the customer fully and unreservedly accepts these conditions.


Reception is open from 8am to 7pm. In the event of late arrival outside these hours, the customer must inform us as soon as possible in order to organize a remote reception. For all customers, reserved rooms are made available from 3 p.m. on the day of arrival, and must be vacated by 10.30 a.m. on the day of departure. If this period is exceeded, an additional night may be charged at the public rate.



1/ Reservations can be made via our website, by e-mail or by telephone. This type of booking is subject to confirmation by the Host. If the booking is made on our partners’ websites, no confirmation from the host is sent to the customer.

2/ For the reservation to be definitive, payment for the service ordered must be made in accordance with the pricing conditions below:

  • Non-cancellable, non-refundable rate: 100% on reservation.
  • Standard rate: 100% or balance due at time of check-in.

If the reservation is made on our partner sites, the Host is authorized to retrieve the bank details transmitted by the Customer. The Host undertakes to use these details only in the event of cancellation as specified in Article 4 of these GTC.



As invoicing is based on the services ordered for the entire stay, customers are asked to pay careful attention to the cancellation conditions defined below.

1/ The following are considered as cancellations: – Failure to pay – Oral or written warning that the guest is not coming for personal reasons, – Failure to come without warning, – Breach of guest house rules.

2/ Changes to the dates of stay and cancellations of all or part of the initial reservation must be accepted in writing by the Host, who may, however, refuse the request for a change of services without giving any reason. In the absence of written acceptance by the establishment, the reservation is maintained under the initial terms and the Guest may not be sought to pay any compensation.

3/ Any stay booked or begun is due in full in accordance with the reservation made by the Customer. There will be no reduction or discount in the event of non-attendance or early departure at the customer’s initiative, for whatever reason (except for exclusions below, article 3).

4/ Cancellation periods according to fare option :

  • Non-cancellable, non-refundable rate: 100% of the service ordered is invoiced at the time of booking. Should the reservation be cancelled by the customer, no refund will be considered. Only changes to reservations in cases of force majeure may be submitted to the Host. Any extras consumed during the stay must be paid for by the customer on departure.
  • Standard rate: Customers can modify or cancel their booking free of charge up to 7 days before arrival. In the event of cancellation, late modification or no-show, the customer is liable for the full amount of the service ordered. Invoices must be paid at reception upon check-in.

5/ Exclusions to the application of cancellation conditions: – Death of a close family member: a death certificate and proof of family relationship must be provided, – Hospitalization of the customer: a hospital admission certificate specifying the reason for admission must be provided.



In the event of unavailability of the hotel, force majeure, technical problems or any other reason, the hotel reserves the right to accommodate Customers in whole or in part in a hotel of an equivalent category or, failing this, to refund the full price of the stay. The Host shall not be liable for any additional compensation.



Prices are given in Euros. The rates applicable are those in force on the day of booking. They include the price of the room, breakfast included; served on the first floor of the house between 8 and 10 am. In the event that the Host is unable to take the flight, no request for reimbursement may be submitted. As the tourist tax is not included in the room rate, it must be paid according to the payment terms of the chosen rate.

Prices may be modified in the event of legislative and/or regulatory changes likely to lead to price variations, such as changes in the applicable VAT rate, the introduction of new taxes, etc. The VAT rate applied is the rate in force on the date of invoicing.



Payment can be made on our website, via a secure payment system or at reception. The Host accepts all types of credit card, mobile payment and cash as the sole means of payment. In the case of reservations on our partner sites, their conditions apply. Credit card details are collected by the Host, who undertakes to use them only in the event of cancellation. It is specified that the Host may refuse access in the event of non-payment at the time of registration.


The Host does not provide any transport services. It can therefore in no way be held responsible for problems related to the transport of customers (delays, cancellations, etc.).



1/ The Customer accepts and undertakes to use the guest rooms with due care. Any behavior contrary to public decency and order will lead the Host to ask the Customer to leave the establishment without any compensation and/or refund. All parties, birthdays, stag and hen parties are not permitted on the premises.

For the respect and well-being of our customers, we ask for silence from 10 pm to 8 am.

2/ Additional persons: The Customer agrees not to bring additional persons without the express permission of the Host, and not to sublet the accommodation. Otherwise, the Host reserves the right to refuse access to the room.



The customer certifies that he has taken out civil liability insurance to cover any damage caused in the establishment during his stay. The customer must ensure the safekeeping of the goods and materials brought in by himself. In particular, guests are invited to take out specific insurance to cover the presence of large items of equipment or valuables, as the establishment cannot be held responsible for damage to or theft of such items. The customer is responsible for all damage caused and undertakes, in the event of damage to the premises made available, to bear the costs of restoring these premises. Under no circumstances may the establishment be held responsible for damage of any kind whatsoever, in particular fire or theft, which may affect the objects or materials deposited by the customer during the stay.

In the same way, any parcel, package, etc. delivered to the guest house before and during the accommodation may be received by the host, but under no circumstances may the host be held responsible for any incident, deterioration, incorrect number of parcels, damaged parcel, or any delivery problem. In the event of a problem, the customer undertakes to contact the supplier or carrier directly. The Customer and its insurers waive all recourse against the Host, its staff and its insurers for any direct or indirect prejudice resulting from the total or partial destruction of all equipment, movable objects, fittings, valuables of any kind, goods, as well as the deprivation or disturbance of enjoyment of the premises.



Only small dogs are allowed, with a limit of one per room. Any customer accompanied by an animal without the agreement of the Host may be refused access, and will be subject to the cancellation conditions set out in article 4.



In accordance with the law of January 2, 2008, smoking is prohibited in guest rooms.