Terms of sale
Article 1: Booking
English translation provided for information only; in case of discrepancy, the French version prevails.
Anyone wishing to stay at the hotel is advised to book in advance. A booking is only confirmed once the hotelier has agreed to it. For any booking, the guest must pay a deposit or provide a credit card number. The hotel contract is deemed concluded as soon as the parties have agreed. Bookings made on our website take effect once the booking amount has been charged. If payment is refused, the hotel may cancel the booking.
The hotel reserves the right to pre-authorise the credit card before the arrival date.
Article 2: Payment
Accommodation is payable no later than the day of departure, except for online bookings made on this website, where full payment is required to complete the booking. For long stays (1 week or more), bills must be settled every week.
Hôtel ATRIUM accepts the following cards: Visa, Eurocard-Mastercard. Payment in cash is also possible.
A valid card in the guest’s name will be required. A card imprint is taken as a guarantee. In some cases, the imprint may appear as a pending charge on the bank account linked to the card. In rare cases, the authorisation request may result in a charge by the Guest’s bank before the actual charge is made. In that case, the bank will automatically credit the amount back to the Guest, and it may appear as a refund.
If the guest cannot provide a card number, we will be unable to accept their room request.
Room rates are set per day. Failure to pay will result in the guest’s immediate eviction, without prejudice to legal action to recover the amount due. In the event of a dispute, jurisdiction lies with the summary proceedings judge of the civil courts.
Under Article 2102 of the French Civil Code, a guest who refuses to pay cannot object to their luggage being retained.
Article 3: Tourist tax
The tourist tax is never included in the booking price. It applies in the town and is payable on site. Amount in force in Lourdes in 2027: €2.45 per adult per night.
Article 4: Cancellation / change of booking and commitment
To change or cancel a booking, guests must give 48 hours’ notice. If the guest fails to give notice within this period, they must pay the booking amount as if they had stayed. Any stay that has begun is due in full.
Late arrivals or early departures cannot give rise to any refund.
For cancellations or changes up to 2 days (48 hrs) before the arrival date (request made by email), the hotel charges no fee.
For late cancellations or changes (request made by email), the hotel charges 100% of the total amount of the stay
In the event of a no-show, the hotel charges 100% of the amount of the stay and may re-let the room.
For changes during the stay, the hotel charges 100% of the stay.
“Non-refundable” booking:
The full amount of the stay is charged at the time of booking; the booking cannot be changed, cancelled or exchanged.
The hotelier may re-let a room immediately in the following cases:
- Cancellation by the guest.
- Change of booking by the guest.
- No-show by the guest.
- Error by the guest when booking (dates, number of rooms, room type).
Any payment or charge made by card commits the guest not to reverse the payment with their bank, whatever the nature of the dispute. Any commercial dispute must be settled by agreement between the hotel and the cardholder, entirely independently of the card charge.
Article 4a: Cancellation / change of a duplicate booking
If a booking is duplicated through the guest’s error, the guest may change or cancel the booking made in error within 24 hours of booking (except for same-day arrivals), only if the booking was made on our website.
Article 5: Access to rooms, check-in and check-out
Anyone wishing to stay at the Hotel must give their identity and that of the people accompanying them.
On arrival, unless the hotelier agrees otherwise, the guest cannot require access to the room before 4 pm. The night’s let ends at 11 am. A luggage service allows guests to leave their luggage at the Hotel reception.
On departure, the guest must return the room key to reception. If a Hotel key is lost or not returned at the end of the stay, it will be charged to the guest at €30 per key, using the card given as a guarantee when booking or on departure.
Guests are strictly forbidden to take away any item belonging to the hotel: if they notice a mistake, they must inform the hotelier and return it, otherwise it will be charged to them.
Article 6: Children and extra beds
Children under 2 stay free of charge provided they use the bedding available in the room.
The hotel provides baby cots for its guests (children under 2).
The maximum number of baby cots per room is 1.
Supplements are not automatically included in the total booking amount on the website and must be paid separately, directly to the hotel.
Article 7: Pets
Pets are not allowed in the hotel.
Article 8: Groups
A booking is considered a group booking from 5 rooms. A deposit of 50% of the total booking amount will be requested at the time of booking to confirm the group. For cancellations or changes up to 15 days before the arrival date, the deposit will be refunded.
The deposit is not refundable for any cancellation or change less than 15 days before the arrival date.
Article 9: Damage
The guest must use the rented premises with reasonable care.
The rooms provided to our guests are checked, in working order and in good condition. Guests are asked to report any problem to hotel reception immediately.
In the event of a problem, the guest’s civil liability applies. In the event of damage, the hotel reserves the right to charge the guest the cost of repair or replacement. The same applies to any breach found after the guest’s departure; the compensation will be charged to the guest’s card.
In the event of deliberate or accidental damage to equipment, objects or furniture belonging to the hotel, the hotel may demand full reimbursement plus a penalty and damages of €500 to €1,000.
In the event of deliberate or accidental flooding or water damage, the hotel may demand full reimbursement of the damage caused. If other rooms are damaged, reimbursement of the other guests’ nights will be required.
The hotel may charge a cleaning fee if the room is left in an unacceptable state. If carpets, bedding or bed bases are damaged, the hotel will demand reimbursement of the damage with a minimum flat fee of €1,000 for restoration and for being unable to re-let the rooms.
In general, the guest must pay for any damage directly to the hotel. They may claim on their insurance (if they wish to be reimbursed) for any deliberate or accidental damage caused during their stay.
All our rooms are non-smoking. The hotel reserves the right to charge the price of one night for additional cleaning to a guest who smokes in their room. If the guest continues to smoke indoors or outside the designated areas, they will be asked to leave the hotel.
If the rules are not respected, the guest will be asked to leave the hotel without any right to a refund. The hotel reserves the right to charge for items consumed but not declared on departure, as well as any damage to the room. This amount will be charged to the card imprint provided at booking. The hotel is under no obligation to notify the guest but can provide an invoice on request.
Article 10: Complaints
Any complaint about the quality of the services provided must be made to the hotelier immediately.
Article 11: Safe
Identity documents and valuables (watches, jewellery, means of payment, etc.) can be placed in the safe provided for this purpose at reception.
Article 12: Lost property
Items left behind or abandoned may be sold under the conditions laid down by the French law of 31 March 1896. If the guest asks for their belongings to be sent back by parcel or post, this will always be done with tracking, and with insurance for valuables. Items will be sent once the guest has paid the shipping costs.
Article 13: Acceptance of the rules and terms of sale
The hotel’s house rules apply to all bookings. Any stay implies acceptance of the specific conditions and house rules of the hotel. Failure to comply with the above provisions will result in immediate termination of the contract.
Article 14: Disputes
In the event of a dispute between the business and the consumer, both will try to find an amicable solution.
Failing an amicable agreement, the consumer may refer the matter free of charge to the consumer mediator for the business, the Association des Médiateurs Européens (AME CONSO), within one year of the written complaint sent to the business.
The consumer mediator can be contacted: online at www.avenir-conso.com (AME CONSO is now called Avenir Conso), or by post to Avenir Conso, 197 boulevard Saint-Germain, 75007 Paris, France.
IF THE GUEST FAILS TO COMPLY WITH ANY OF THESE CONDITIONS, THE HOTELIER WILL BE OBLIGED TO ASK THE GUEST TO LEAVE THE PREMISES IMMEDIATELY, WITHOUT ANY COMPENSATION.