General terms and conditions of sale

These general terms and conditions of sale apply to the services provided by the establishment.
These general terms and conditions of sale are sent to the customer at the same time as the quotation, to enable the customer to make a reservation. Any reservation therefore implies the customer’s full and unreserved acceptance of these conditions to the exclusion of any other document such as brochures, commercial documents, etc.

Anyone wishing to stay at the hotel is advised to make a reservation. The reservation will only be confirmed once the hotel has given its agreement. When making a reservation, the customer must pay a deposit or provide a credit card number. The hotel contract is deemed to have been concluded as soon as the parties have reached agreement. Reservations made on our website www.casteauresort.be and www.hotelcasteauresortmons.be are only effective after a credit card imprint. If the card is rejected, the hotel may cancel the reservation. The hotel reserves the right to pre-authorise the credit card before the date of arrival.
If you are unable to provide us with a valid credit card, we will be obliged to refuse your room rental request.
We accept the following credit cards Visa, Eurocard-Mastercard and American Express. It is also possible to pay in cash (except with 200 and 500€ notes).

Rooms: Rooms will be made available to guests from 4pm and must be vacated by 10am on the day of departure. If this time limit is exceeded, an additional night may be charged.
No-shows: “No-shows” (services ordered but not cancelled) will be invoiced on the basis of the total stay.

In the event of a long stay (more than one week), a weekly invoice will be issued.

ARTICLES VI: Changes to services

Any request for a change in services in relation to the reservation made must be sent to the establishment in writing. The modification will only be accepted and confirmed if the establishment has sufficient availability at the time of the request.

In the event of modifying or cancelling a reservation, all customers must give 48 hours’ notice before the date of arrival, or before 12 noon on the same day for business travellers. If the customer fails to give notice within the above deadlines, he/she must pay as if he/she were staying. Any rental period started is payable in full.
Under no circumstances can late arrivals or early departures give rise to a refund.
In the event of cancellation or modification up to 2 days (48 hours), the hotel does not deduct any charges (request made by email) concerning direct bookings only and not those made by online agencies (OTA such as Booking.com).
In the event of a no-show, the hotel will charge 100% of the stay.
In the event of a change during the stay, the hotel will demand 100% of the stay.
Non-refundable” booking: the full amount of the stay is deducted at the time of booking. Non-modifiable, non-cancellable and non-exchangeable.
The hotelier may re-let a room immediately under the following conditions:
- Cancellation by the customer.
- Modification of the reservation by the customer.
- No-show by the customer.
- Error by the customer when making the reservation, concerning dates, number of rooms or type of room.

In the event of force majeure, the establishment reserves the right to arrange for participants to be accommodated in whole or in part in a nearby hotel of an equivalent category for services of the same nature, with the costs inherent in the transfer remaining at the expense of the establishment, which may not be called upon to pay any additional compensation.

Prices are expressed in euros and include VAT. They are available on the booking pages accessible via the “book” links. You will also find the general terms and conditions of sale.
The prices confirmed on the booking request are firm until the date on which the option is exercised. After this date, they may be modified according to economic conditions. The applicable rates are those in force on the day the service is provided. They may be modified in the event of legislative and/or regulatory changes likely to lead to price variations, such as a change in the applicable VAT rate, the introduction of new taxes, etc.

One child under 11.99 years stays free of charge when using existing bedding.
One child under 2 years stays free of charge and a baby cot is available upon reservation (subject to availability).
The maximum number of baby beds in a room is 1.
Supplements are not automatically calculated in the total amount of the booking on the website and must be paid separately directly to the establishment.

Pets are allowed in the hotel at a supplement of €15/night/pet and a guarantee of €200 will also be requested in the event of damage.
Guide dogs are admitted free of charge with the prior agreement of the hotelier. Pets are the responsibility of the person renting the room.
It is forbidden to leave it unattended in the room.

Any damage caused intentionally or unintentionally must be paid for by the tenant of the room.

A booking is considered to be for a group of 20 people or more. A deposit of 30% of the total amount of the reservation will be requested at the time of booking to confirm the group. In the event of cancellation or modification up to 30 days before the date of arrival, the deposit will be refunded.
In the event of cancellation or modification up to 30 days before the date of arrival, the deposit will no longer be refundable.

Items left behind or abandoned may be donated one year after the date on which they were forgotten.
If the customer requests the return of his/her belongings by parcel or post, the customer must provide the hotel with a pre-paid envelope or parcel with the recipient’s address.

Any complaint regarding the quality of the services provided must be presented to the hotel owner immediately in writing.

This contract is subject to Belgian law. In the event of a dispute relating to this contract, the Mons courts will have jurisdiction.