GENERAL TERMS AND CONDITIONS OF SALE FOR LOUVRE HOTELS GROUP SERVICES

Last updated: 06/10/2026

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LOUVRE HOTELS GROUP
A simplified joint-stock company (SAS) with capital of €117,624,016, registered with the Nanterre Trade and Companies Register under number 309 071 942, with its registered office at Tour Voltaire, 1 place des Degrés, 92800 Puteaux / La Défense, France.
Publication Director: Julie Guérin
Phone: +33 (0)1.73.21.98.99 - Email: relation@louvre-hotels.com
VAT number: FR 16 309 071 942
SIRET: 309 071 942 00 127

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PLEASE READ THESE LOUVRE HOTELS GROUP GENERAL TERMS AND CONDITIONS OF SALE CAREFULLY BEFORE MAKING A BOOKING 

As the parent company of a hotel franchise network, LOUVRE HOTELS GROUP sells the services available on its sales website https://louvrehotels.com/ and on its mobile applications (together, the “Services”).
These general terms and conditions of sale (the “Terms”) apply to any booking made by an individual consumer acting in a personal, non-professional capacity (the “Customer”) through LOUVRE HOTELS GROUP’s Services, at any LOUVRE HOTELS GROUP affiliated establishment operated in particular under the brands Première Classe, Hosho, Campanile, Kyriad, Kyriad ECO, Kyriad Prestige, Kyriad Direct, Tulip Inn, Golden Tulip, Royal Tulip, Sarovar, Tulip Résidences (the “Brands”), and at partner establishments (the “Partners”). Certain pages of the Services are dedicated to special LOUVRE HOTELS GROUP offers aimed in particular at corporate customers. Where applicable, the terms of these professional or special offers appear on the relevant pages.
The Customer is invited to contact the establishment they select to find out the terms of stay at that establishment (the “Stay Terms”).
By using the Services, the Customer confirms that they have full legal capacity to be bound by these Terms and guarantees that the information they provide is true and accurate.
The Customer chooses from the offers presented on the Services, which are valid at the time they are viewed.
The Customer agrees to the Terms when making a booking; by doing so, the Customer confirms that they have read the Terms and accept them without reservation. No booking can be made without this acceptance.

The terms defined in this article, beginning with a capital letter, whether used in the singular or plural in the Terms, have the following meaning:

“Mobile applications”: refers to the mobile applications operated by LOUVRE HOTELS GROUP, which the Customer can download and access from a mobile phone or tablet, and through which Customers can make bookings at establishments.

“Customer(s)”: refers to individual consumers, of legal age and legal capacity, acting in a personal, non-professional capacity, who make individual bookings (as opposed to group bookings) for personal purposes through LOUVRE HOTELS GROUP’s Services.

“Stay Terms”: refers to the document(s) issued by each establishment describing the terms and conditions of a stay there, including check-in and check-out times, policies on children, etc. The Customer is invited to contact the establishment they have selected to find out its Stay Terms.

“Data”: refers to all information provided by the Customer when making a booking, concerning the Customer and any third-party individuals for whom the Customer is booking, including personal data.

“Personal Data”: refers to any information relating to an identified or identifiable natural person, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier, or one or more factors specific to that person’s physical, physiological, genetic, mental, economic, cultural or social identity.

“Establishment(s)”: refers to the hotel establishments of LOUVRE HOTELS GROUP’s Brands or of Partners at which a Customer can make bookings through the Services, including, where applicable, Partner hotel establishments.

“Offer(s)”: refers to the accommodation proposal (beds, rooms, apartments, villas, etc.) at an Establishment as published on the Services, including in particular a description of the Establishment, the presentation and specific features of each type of accommodation, the applicable rate, and the guarantee and cancellation conditions. The Customer is reminded that specific Stay Terms may apply depending on the Establishment booked. Where applicable, the Customer should contact the selected Establishment to find out more.

“Booking(s); Online Booking(s)”: booking(s) of accommodation at an Establishment made through the Services.

“Individual Bookings”: as opposed to a group booking, refers to a booking that may include up to a maximum number of accommodation units and/or people. Beyond this maximum, these Terms no longer apply, and specific group-booking terms and rates apply instead. Accordingly, the Customer is informed that LOUVRE HOTELS GROUP and/or the Establishment reserve the right to cancel an Individual Booking and redirect the Customer to the group booking service if they find that two Online Bookings have been made in succession by the same Customer and/or the same people taking part in the stay, for the same stay dates, together exceeding the maximum number of accommodation units and/or people allowed for an Individual Booking on the Services.

“Services”: refers to the Site and the Mobile Applications through which Customers can make Individual Bookings at Establishments

“Site”: refers to the website operated by LOUVRE HOTELS GROUP under the LOUVRE HOTELS GROUP name, on which LOUVRE HOTELS GROUP’s Brands are marketed and through which Customers can make Bookings at Establishments.

“Booked Rate”: refers to the Price and the applicable conditions (cancellation, changes, etc.) under these Terms and the Offer issued by the Establishment, chosen and accepted by the Customer as part of their Booking and confirmed once the Booking is confirmed. This Rate may include local taxes and/or supplements corresponding in particular to additional services chosen by the Customer.

These Terms apply exclusively to Individual Bookings made through the Services.
Depending on the Service used, the maximum number of accommodation units that can be booked as part of an Individual Booking under these Terms is nine (9) accommodation units, or fifteen (15) people maximum.
For any Booking involving a greater number of people and/or accommodation units, the Customer must complete the contact form on the “Contact” page of the Services.

3.1 Booking process

• The Customer makes the Online Booking through the Services.
• The Booking is considered final once a booking number has been given to the Customer on the confirmation screen; the Customer also receives a booking confirmation by email.
• For each Booking, a Booking number is issued to the Customer. It allows the Customer to cancel their Booking, where this is permitted under the specific conditions applicable to the Rate they booked.
• Before making any Booking on the Services, the Customer agrees to complete the mandatory information requested on the online Booking form.

3.2 Displaying prices

For any Booking made through a Service, prices are valid at the time the Customer views the Service. Before the Booking is confirmed, the price payable by the Customer is shown, with a breakdown of applicable taxes, in the Booking summary. This price includes the taxes applicable on the day the Service is viewed, and any change in the applicable tax rate will automatically be reflected in the prices shown on the billing date.
Prices are shown by default in the currency linked to the language in which the Customer is viewing the Service, whether selected by the Customer or set by default by the browser through which the Customer is viewing the Service.
Any conversion into a currency other than the one used by the Establishment is provided for information purposes only and is not contractually binding.
All Bookings, regardless of their origin, are payable in the Establishment’s local currency, unless the Establishment states otherwise on site. The Customer can contact the Establishment directly for this information and to find out its Stay Terms.
If the charge at the Establishment is made in a currency other than the one confirmed on the Booking, any currency exchange fees are the Customer’s responsibility.
If the terms of the Offer change during the Booking process on the Services (e.g. rate, availability, etc.), the Customer is informed before their Booking is confirmed.
Prices are dynamic and may be changed at any time, but this does not apply to Bookings that have already been confirmed, except where taxes change due to legal or regulatory requirements imposed by the relevant authorities.
When making a Booking on the Services, the Customer may be offered a choice between different rates depending on the Establishment chosen, the period, and the offers available.

3.3 Cancellation / Changes to the Booking by the Customer

• For each Booking, a Booking number will be issued to the Customer, allowing them, where applicable, to cancel their Booking, where this is permitted under the specific conditions applicable to the Rate they booked.
• The conditions of the Booked Rate set out how the Customer’s Booking can be cancelled and/or changed. Where the Booked Rate allows it, any cancellation can be made in the “My Bookings” section of the customer account, through central reservations, or directly with the Establishment
• Please note that prepaid Bookings cannot be cancelled or refunded (except at HOSHO establishments, which offer a flexible prepaid rate that can be cancelled and changed). The bank card is charged the full amount of the stay, including taxes (except local taxes, which are always paid by the Customer on site at the Establishment), on the day of the Booking or on the Customer’s arrival date at the Establishment. The Customer should contact the Establishment to find out the applicable law.
• Changes to the Booking can be made directly with the Establishment, whose phone number is given on the booking confirmation sent by email.
• If the Customer cuts their stay short, the full agreed price may still be charged, depending on the applicable local law.
• Every Booking is made in one person’s name and cannot, under any circumstances, be transferred to a third party, whether free of charge, for payment, or for commercial purposes.

3.4 Booking hours on the Services

At most Establishments, same-day Bookings close between 8:30 p.m. and 10:00 p.m. (local time at the Establishment), depending on the Brand. After this time, the Customer can contact the Establishment directly to check availability.
Please note that most CAMPANILE, PREMIÈRE CLASSE, KYRIAD, KYRIAD DIRECT and KYRIAD PRESTIGE establishments close at 11:00 p.m. (local time at the Establishment). A later arrival may be possible; the Customer should contact the Establishment to find out more.
The Customer should contact the Establishment to find out its Stay Terms.

4.1 General Rules

• All Bookings, regardless of their origin, are payable in the Establishment’s local currency, unless stated otherwise. The Customer is invited to contact the Establishment to find out its Stay Terms and its specific payment rules.
• If the charge at the Establishment is made in a currency other than the one confirmed on the Booking, any currency exchange fees are the Customer’s responsibility.
• Bank card guarantee: For any Booking made through the Services that does not require online prepayment, the Customer is asked to provide their bank card details (expiry date, security code, cardholder name) as a guarantee. The bank card is not charged, and payment for the stay is made directly at the Establishment on arrival or departure (depending on each Establishment’s Stay Terms), unless the Customer does not show up at the Establishment and has not cancelled their Booking beforehand under the cancellation conditions of the Booked Rate.
• Bank pre-authorization as a guarantee: The conditions for pre-authorization are specific to each Establishment. On the day the Customer arrives, Establishments may ask the Customer’s bank for a pre-authorization on their bank card, for an amount that may go up to the amount of the booking, plus a flat amount intended to cover expenses incurred on site that are not included in the Booked Rate (such as minibar use or the local tourist tax), as well as any confirmed damage to the room caused by the Customer. The pre-authorization is a flat sum, the amount of which is set by the Establishment based on the number of rooms and nights booked. This sum is held on the account of the Customer whose bank card was used. Except in rare cases linked to agreements between banks and payment terminal providers, the bank pre-authorization does not result in an actual charge. However, depending on the bank, the pre-authorization request may temporarily reduce the available limit on the card used by the Customer, to cover any future charge, or may appear as a pending transaction. At the end of the stay, once the booking has been paid for, the Establishment asks the Customer’s bank to release the pre-authorization, unless the situations for which it was requested occur during the stay. Releasing the pre-authorized amount usually takes twenty-four (24) to forty-eight (48) hours, but this can take up to seven (7) business days or more, depending on the Customer’s bank.
• To request a pre-authorization, the Customer is asked to provide their bank card details. The Customer is informed in advance of the details of the pre-authorization request. Bank card details are kept by the payment provider under a strict bank-data security policy. If the Customer’s bank refuses the pre-authorization, the booking cannot be guaranteed.
• The right of withdrawal provided for under Article L.221-5 of the French Consumer Code does not apply. Indeed, under Article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for contracts for: “12° The provision of accommodation services, other than residential accommodation, goods transport services, car rental, catering or leisure activities that must be provided on a specific date or during a specific period.”
• In the case of prepayment: Bookings cannot be cancelled or refunded (except at HOSHO establishments, which offer a flexible prepaid rate that can be cancelled and changed). The bank card is charged the full amount of the stay, including taxes (except tourist taxes, which are always paid by the Customer on site at the Establishment), on the day of the Booking or on the Customer’s arrival date at the Establishment. The Customer should contact the Establishment to find out the applicable law.
• No-show: If the Customer does not show up at the Establishment on the date of their Booking, the Booking is considered cancelled and the cancellation conditions of the Booked Rate apply. The Customer may be charged for the first night or for the entire stay, depending on the conditions of the Booked Rate.

4.2 Methods of payment

Payment on the Services is made by bank card.
Prepayments made online through the Services by bank card are secure. They are collected either directly by the selected Establishment, or through LOUVRE HOTELS GROUP’s technical service provider, depending on monetary and geographic criteria. Where applicable, the Customer is redirected to the technical provider’s secure webpage to make their payment.
The Customer may be asked to present, at the Establishment, the same bank card with the same number used when making the Booking, to guarantee their booking or make their prepayment. Otherwise, the Booking cannot be guaranteed.
Where payments are collected on the Services either directly by Establishments or through LOUVRE HOTELS GROUP’s technical intermediary, the bank cards accepted are Visa and Mastercard. Other payment methods may also be accepted, such as Carte Bleue, Diners Club, Maestro, JCB and American Express. For any online Booking and/or prepayment, the Customer may only choose payment methods accepted by the Establishment where the Booking is being made.

• Payment security on the Services
  To ensure the security of bank card payments on the Services, the Customer must provide LOUVRE HOTELS GROUP with the card verification value (CVV) shown on the back of the bank card used by the Customer. The security of the payment relies on authenticating the Customer by code and on the confidentiality of all the information the Customer provides.
  Any payment that is irregular, invalid, incomplete or fraudulent for a reason attributable to the Customer will result in the Booking being cancelled at the Customer’s expense, without prejudice to any civil or criminal action against them.
• Booking data
  As part of efforts to combat online fraud, information relating to the Customer’s Booking may be shared with any third party authorised by law or designated by LOUVRE HOTELS GROUP, solely to verify the Customer’s identity, the validity of the Booking, and the payment method used.
• Bank card guarantee: For any Booking made through the Services that does not require online prepayment, the Customer is asked to provide their bank card details (expiry date, security code, cardholder name) as a guarantee. The bank card is not charged, and payment for the stay is made directly at the Establishment on arrival or departure (depending on each Establishment’s Stay Terms), unless the Customer does not show up at the Establishment and has not cancelled their Booking beforehand under the cancellation conditions of the Booked Rate.
• Methods of payment at the Establishment
  Accepted payment methods (in addition to cash) are: Visa and Mastercard. Other payment methods may also be accepted, such as American Express, UnionPay, etc. We invite the Customer to contact the Establishment to find out which payment methods it accepts.

LOUVRE HOTELS GROUP enters into partnership agreements with third-party travel sales websites.
These partnerships allow the Customer, using the services of third-party travel websites, to search for, select and book accommodation at Establishments of LOUVRE HOTELS GROUP’s various Brands.
In this case, the partner is the Customer’s main point of contact for any question relating to their Booking.
Bookings made by the Customer through third-party travel websites are made using the online booking form available on the website and mobile services of those third-party travel websites. The general terms and conditions of sale of the third-party travel websites apply to the Customer’s booking made on those websites.
The terms applicable to the Customer’s stay at the selected Establishment are the Establishment’s Stay Terms. The Customer should contact the Establishment to find out more.

At various times of the year, LOUVRE HOTELS GROUP puts forward promotional and/or special offers, to which specific rates and specific sales conditions apply. These can be found as follows:

• By clicking on the Site or Mobile Application tab corresponding to the promotional and/or special offer that is the subject of the Customer’s Booking;
• As part of the Customer’s journey on the Site or Mobile Application;
• To benefit from Promotional Offers and Special Offers that give access to specific rates (sports, senior, corporate), the Customer may be asked to enter a personal, specific code to prove they are entitled to that rate.

LOUVRE HOTELS GROUP is a participating entity in the Radisson Rewards loyalty program, which is set up and managed exclusively by Radisson. LOUVRE HOTELS GROUP allows Customers to join the Radisson Rewards loyalty program, the general terms of which can be viewed by clicking on the corresponding links for this program. This Radisson Rewards loyalty programme does not necessarily apply at Partner brands. The Customer is invited to check the general terms of the Radisson Rewards loyalty program to confirm this.

8.1 LOUVRE HOTELS GROUP and the Customer agree to perform their obligations under the Terms in good faith, and each is liable for any damage they may cause to the other party as a result of a fault attributable to them.

8.2 By making a Booking through the Services, the Customer enters into a direct contractual relationship with the Establishment. The terms applicable to their stay at the Establishment are specific to each Establishment. The Customer is invited to contact the selected Establishment to find out its Stay Terms.
In particular, from the moment the Customer makes a Booking through the Services, LOUVRE HOTELS GROUP acts solely as an intermediary between the Customer and the Establishment, by forwarding the Booking details to the relevant Establishment and sending the Customer a confirmation email in the name of, and on behalf of, the Establishment. The Customer acknowledges and accepts that LOUVRE HOTELS GROUP acts solely as an intermediary, and that as a result LOUVRE HOTELS GROUP cannot be held liable for:

• the Establishment’s use of Data: as a technical service provider, LOUVRE HOTELS GROUP has no control over the Establishment’s use of Data provided by the Customer.
• Offers: Establishments update their Offers, and in particular all of their rates, availability and other information relating to the Offers. LOUVRE HOTELS GROUP makes every effort to ensure the accuracy of the Offers, in particular as regards availability, price and description, but cannot guarantee that they are entirely accurate or complete, or that the Offers match the information it holds. The Customer is invited to contact the relevant Establishment to find out its Stay Terms.
• booked stays: once the Booking has been confirmed to the Customer by the Establishment by email, the Establishment becomes the Customer’s main point of contact.

8.3 Photographs shown on the Services are for illustration purposes only and are not contractually binding. Although every effort is made to ensure that the photographs, graphic representations and text used to illustrate the Establishments shown give as accurate a picture as possible of the accommodation on offer, variations may occur, in particular due to changes in furniture or renovation work.

8.4 LOUVRE HOTELS GROUP cannot be held liable for failure to perform, or improper performance of, the Customer’s Booking in the event of force majeure, an unforeseeable and insurmountable act of a third party, or an act attributable to the Customer – including, in particular, unavailability of the internet, inability to access the Services, external intrusion, computer viruses, or prepayment not authorized by the cardholder’s bank.

8.5 Hyperlinks may lead to websites/services other than LOUVRE HOTELS GROUP’s Site and Mobile Application; LOUVRE HOTELS GROUP accepts no liability for the content of such sites and services.

8.6 The Customer acknowledges the risks associated with using the internet. LOUVRE HOTELS GROUP will make every effort, together with its providers, to ensure the Services work properly, but cannot guarantee that the Services are free of any fault or malfunction. LOUVRE HOTELS GROUP therefore cannot be held liable for damage resulting from use of the Services, or from a total or partial inability to use them. In particular, LOUVRE HOTELS GROUP cannot be held liable for failure to perform, or improper performance, caused by the Customer, a third party, or force majeure.

8.7 Any Booking or payment that is irregular, invalid, incomplete or fraudulent for a reason attributable to the Customer will result in the order being cancelled at the Customer’s expense, without prejudice to any civil or criminal action against them.

8.8 As part of their Booking and stay, the Customer agrees not to harm, in any way, members of the Establishment’s staff or any third parties present at the Establishment. Such behavior may lead the Establishment to remove the Customer from the premises, without the Customer being entitled to claim any form of compensation.

8.9 Radisson Rewards loyalty program: LOUVRE HOTELS GROUP accepts no liability for any dispute arising from joining or taking part in the Radisson Rewards loyalty program, which is set up and managed by Radisson.

The Terms that apply are those accepted by the Customer at the time of the Booking. However, LOUVRE HOTELS GROUP reserves the right to change these Terms at any time, without notice to the Customer. Any such changes take effect immediately. Any use of the Services after the Terms have been changed means the Customer accepts those changes. The Customer is therefore advised to check these Terms regularly to keep up with any changes, and to print and keep a copy of the Terms.

LOUVRE HOTELS GROUP may collect Personal Data, in particular from Customers (the “Data Subjects”), notably when Customers make a Booking and are authenticated, as part of managing access to and use of the Services.
For more information on the protection of Personal Data, Customers are invited to consult the Personal Data Policy available here.

In addition, LOUVRE HOTELS GROUP is a participating entity in the Radisson Rewards loyalty program offered and operated by Radisson. For more information on the protection of Personal Data relating to the Radisson Rewards loyalty program, Customers are invited to consult the Radisson Rewards Privacy Policy available at the following link: https://www.radissonhotels.com/en-us/privacy/radisson-rewards

These Terms do not transfer any intellectual property rights whatsoever. The Customer is granted only the right to browse and, in particular, to make Bookings through the Services, worldwide and under the conditions set out in the Terms. The trademarks and logos appearing on the Site are the intellectual property of LOUVRE HOTELS GROUP. They may not be used without LOUVRE HOTELS GROUP’s prior written consent. Partial or full reproduction of this site or its content, in any format, is permitted for personal use only. Unless stated otherwise, the text published on this Site is the intellectual and legal property of its publisher, LOUVRE HOTELS GROUP. This original text may be quoted under the conditions set out in Article L.122-5 of the French Intellectual Property Code, provided that the site’s URL is clearly stated, or included as a hyperlink. Any photographic reproduction on the Site is either owned by LOUVRE HOTELS GROUP or has been used with the prior authorization of its author. Any link leaving the Site has been subject to prior authorization, and any link to the Site must be subject to prior written authorization.

These Terms are supplemented by the legal notice, the personal data policy, and the cookie policy.
As these documents may change over time, the most recent version prevails over earlier versions. These contractual documents apply to the exclusion of any other document from the Customer that is not binding on LOUVRE HOTELS GROUP. These documents set out the entire obligations of the parties with respect to their subject matter. No general or specific terms provided by the Customer may be incorporated into these Terms.
In the event of any conflict between the booking confirmation and the Terms, the provisions of the booking confirmation will be the only ones that apply to the matter in question.
In the event of any difficulty in interpreting a heading at the start of a clause in these Terms against the clause itself, the heading will be disregarded and the content of the clause will prevail.

Force majeure refers to any external event that is unforeseeable, insurmountable, and beyond the control of the Customer or LOUVRE HOTELS GROUP. Events usually recognised as force majeure, or an act of God, by French courts and tribunals are considered as such here.
Neither party may be held liable to the other for failing to perform its obligations as a result of a force majeure event. It is expressly agreed that force majeure suspends the parties’ performance of their respective obligations, and that each party bears the costs resulting from it.

Any request for information or complaint regarding a Booking should be sent either to the relevant Establishment, to the Partner’s customer service, or to LOUVRE HOTELS GROUP’s Customer Service, which will handle mediation between the parties.

The Customer is invited to submit any complaint relating to a stay as soon as possible, to make it easier to handle. During their stay, the Customer should also report any issue promptly, in order to limit any possible consequences.
In addition, regarding the Radisson Rewards loyalty program, any request for information or complaint relating to this program must be submitted using the form available at the following link: https://www.radissonhotels.com/en-us/contact-us

After contacting our Customer Service, if you have not received a satisfactory response within sixty (60) days, you may refer the matter to the Tourism and Travel Ombudsman (“Médiateur du Tourisme et du Voyage”) by email, using the online form available on the website www.mtv.travel or by post at the following address:
Médiation Tourisme Voyage (MTV)
CS 30959
75383 PARIS CEDEX 08, France

The Customer is also informed of the existence of a European Online Dispute Resolution (“ODR”) platform, which they may use. The Customer can access it at the following link: https://ec.europa.eu/consumers/odr/

These general terms and conditions are governed by French law. In accordance with Article L.141-5 of the French Consumer Code, the consumer may bring proceedings, at their choice, before one of the courts with territorial jurisdiction under the French Code of Civil Procedure, or before the court of the place where they lived at the time the contract was entered into or where the harmful event occurred. The parties undertake to make every effort to reach an amicable settlement.