These General Terms and Conditions of Sale (GTC) apply to all individual reservations made with the Totem Friendly Hotel, excluding group reservations. Any reservation implies full and unconditional acceptance of these GTC. The customer acknowledges having read them and agrees to comply with them. The applicable terms and conditions are those in effect on the date of the reservation.
ARTICLE 1 - RATES
Rates are listed in euros (€), inclusive of all taxes (TTC), and include the VAT rate applicable on the date of booking. Any change in the VAT rate or the introduction of any new statutory tax will be automatically reflected in the prices on the billing date. Rates are per room, for the number of guests indicated and the selected period.
The tourist tax, set at €2.60 per night per person over the age of 18 in 2026, is not included in the listed price and must be paid on site.
Certain services may be subject to an additional charge and are subject to change without notice, and the hotel shall not be held liable for such changes. No reservation made prior to the launch of a promotional offer will be eligible for a partial or full refund.
ARTICLE 2 - RESERVATIONS AND PAYMENT METHODS
Reservations can be made on the website https://www.totem-flaine.com, by phone, by email, or by mail.
The reservation will only be confirmed if it is guaranteed by the customer—either by paying a deposit for flexible rates or by paying the full amount for non-flexible rates—and after receipt of a detailed reservation confirmation.
All stays must be paid in full before the guest arrives at the hotel. Any additional services purchased by the guest during their stay must be paid for before they check out of the hotel.
The hotel accepts the following credit cards: Visa, Mastercard, and American Express. It uses a secure payment system with SSL encryption to protect and encrypt all data transmitted during the booking process. The hotel also accepts Chèques Vacances.
When the reservation is made, a pre-authorization may be processed. This is done for informational purposes only and will not result in any charges to your account, except in the following cases: reservations made with a “non-cancellable, non-refundable” promotional offer and/or if the credit card’s expiration date is prior to the arrival date.
The hotel reserves the right to refuse any reservation in the event of an invalid credit card or an incomplete booking. All reservations, regardless of their origin, must be paid for in euros only.
The guest is solely responsible for selecting services and ensuring they meet their needs; accordingly, the hotel cannot be held liable in this regard. In accordance with Article L221-28 of the French Consumer Code, the guest does not have a right of withdrawal for accommodation services provided on a specific date.
SECTION 3.1 - BOOKING AND CANCELLATION POLICY
FLEXIBLE OFFER
Deposit: 30% of the total cost of the stay is due at the time of booking. The balance is due 15 days before the arrival date.
Cancellation: No cancellation fee and a refund is available up to 15 days before the arrival date. If you cancel 14 days before the arrival date or on the day of arrival, or if you do not show up, you will be charged the full amount of the booked stay, with no possibility of a refund or rescheduling.
NON-FLEXIBLE OFFERS
Save up to 30% with our non-flexible rates. The earlier you book, the bigger the discount. The "Early Booking" rate is available up to 90 days before your selected arrival date. The "Early Booking" rate applies up to 30 days before the arrival date, and the "Non-Flex" rate applies up to 14 days before the arrival date. The discount applies to the room rate, excluding meals.
Deposit: 100% of the amount of the stay is to be paid at the time of booking.
Cancellation: The total amount of the prepayment will be retained for any cancellation.
If there is a change in the arrival and/or departure date, the full amount of the original stay will be charged.
BREAKFAST AND HALF-BOARD
Any breakfast or dinner not consumed on the scheduled day cannot be refunded or rescheduled.
SECTION 3.2 - CHANGES TO AND CANCELLATION OF THE STAY
Any stay that has begun must be paid for in full.
Any request to change or cancel a reservation must be sent by email to reservation@totem-flaine.com or by phone at +33 (0)4 30 05 03 59. It will not take effect until the hotel has provided written confirmation.
For reservations made through our partners’ websites (Expedia, Booking.com, etc.), cancellations must be made through that website. The cancellation policies that apply are specific to the partner and may therefore differ from those of the hotel.
ARTICLE 4 - FORCE MAJEURE
Pursuant to Article 1218 of the Civil Code, force majeure refers to any external, unforeseeable, and unavoidable event that prevents the performance of contractual obligations. The performance of the contract is then suspended or canceled without compensation.
The following are considered cases of force majeure (without limitation): natural disasters, fire, health crises, labor disputes, administrative or governmental decisions, strikes by hotel staff…
ARTICLE 5 - HOTEL AND SERVICES
Children's rates, particularly for dining, apply to children up to and including 12 years of age.
Pets are welcome on the premises (except in the spa area) for an additional fee of €15 per pet per night.
Rooms are available from 4:00 p.m. and must be vacated by 11:00 a.m. on the day of departure. A surcharge may apply if the check-out time is not observed. The hotel front desk is open 24 hours a day.
The customer agrees to use the premises in a reasonable manner and in accordance with their intended purpose. Any behavior that violates safety rules, standards of good conduct, or public order may result in removal from the premises without compensation or refund.
ARTICLE 6 - THE SPA
The Spa and Wellness Area is reserved for guests over the age of 16 and is open to non-guests under certain conditions.
Customers who enter the wellness area or receive a treatment agree to respect the premises, the staff, and other guests. Any inappropriate behavior may result in the hotel asking the customer to leave the premises without any compensation and/or refund if payment has already been made.
ARTICLE 7 - THE SKI SHOP
The ski shop is operated by the company Terminal Neige Skishop. The general sales conditions applicable to all products and services bought from the Skishop are the specific conditions of the Skishop.
ARTICLE 8 - ACCOMMODATION
In the event of unavailability or force majeure, the hotel reserves the right to accommodate the guest, in whole or in part, at a hotel of equivalent or higher category offering similar services. The hotel will cover the cost of the transfer, and no additional compensation may be claimed.
ARTICLE 9 - COMPLAINTS
All complaints must be sent to the hotel by certified mail with return receipt requested within 15 days of the end of the stay to which the complaint relates. The hotel will make every effort to address all requests as promptly as possible.
ARTICLE 10 - PERSONAL DATA (GDPR) AND INFORMATION TECHNOLOGY
In accordance with Law No. 78-17, known as the Data Protection Act, customers are hereby notified that their reservation is subject to computerized processing of personal data. The data collected is necessary for managing reservations and customer relations. It is processed in accordance with the General Data Protection Regulation (GDPR). Please note that this data is not shared with unauthorized third parties.
The customer has the right to access, correct, delete, and restrict the processing of their personal data. These rights may be exercised by contacting the company’s headquarters: SAS FRIENDLY HOTEL – Lotissement Courbaton – Arc 1600 – 73700 Bourg Saint Maurice. The customer may also file a complaint with the supervisory authority: the CNIL.
The facility has a video surveillance system in the common areas.
Free Wi-Fi access is provided. The customer agrees to use the IT resources made available to them in compliance with applicable laws regarding intellectual property rights.
ARTICLE 11 - LIABILITY
The hotel is liable under the conditions set forth in Articles 1952 et seq. of the Civil Code.
The guest will be held liable for any damage, deterioration, or vandalism caused on the premises by the guest or their companions, whether to movable property, furnishings, or real property, regardless of whether such items belong to the hotel. Consequently, the hotel may ask the guest to leave the premises without compensation or a refund for the stay, and to pay for the damage caused, as well as all losses incurred by the hotel.
ARTICLE 12 - MEDIATION
In accordance with the Consumer Code, the customer may seek the assistance of a consumer mediator free of charge to resolve a dispute amicably.
Mediation Service: MTV Tourism and Travel Mediation - www.mtv.travel.
ARTICLE 13 - GOVERNING LAW
These General Terms and Conditions of Sale are governed by French law. This applies to both substantive and procedural matters. Any dispute shall fall within the exclusive jurisdiction of the French courts.
These Terms and Conditions are written in French. In the event of a translation, only the French version shall be deemed authentic.