General Terms and Conditions of Sale effective as of 23 October 2026.
CONTENTS
1. General terms and conditions
2. Online booking process
3. Amendments to the General Terms and Conditions
4. Promotional offers, rates and groups
5. Use of the website
6. Online bookings and third-party websites
7. Payment terms
8. Cancellations and no-shows
9. Bookings made through other channels
10. Relocation
11. Changes to the booking at the Guest’s request
12. Security deposit and amounts due at the end of the stay
13. Arrival, departure and personal belongings
14. Prices and tourist tax
15. Hotel liability for Guest belongings
16. Guest obligations and liability
17. Liability for damage to or loss of property belonging to the Hotel
18. Refusal of access and anti-party policy
19. No-smoking and no-candle policy
20. Access to rooms by Management
21. Complaints
22. Children’s policy
23. Pets
24. Force majeure
25. Consumer mediation
26. Applicable law and jurisdiction
27. Telephone marketing
28. Personal data protection
29. Accessibility
30. Business Guests
31. Languages
These General Terms and Conditions of Sale (hereinafter the “GTCS”) are offered by Société Paris Malesherbes, a simplified joint-stock company (SAS) with share capital of €49,309.28, registered with the Paris Trade and Companies Register under number 419 333 760, with its registered office at 11 place Saint-Augustin, 75008 Paris, SIRET number 419 333 760 00017, intra-Community VAT number FR 47 419 333 760, operating the Maison Malesherbes hotel, located at 11 place Saint-Augustin, 75008 Paris (hereinafter the “Hotel”).
Contact: telephone +33 (0)1 42 93 27 66; email bonjour@maison-malesherbes.com.
The Hotel is managed by MADEHO, a simplified joint-stock company (SAS) with share capital of €10,001.00, registered with the Paris Trade and Companies Register under number 818 728 115, with its registered office at 16 Avenue Hoche, 75008 Paris, acting in the name and on behalf of Société Paris Malesherbes. Accommodation contracts are concluded exclusively with Société Paris Malesherbes.
1. General terms and conditions
These General Terms and Conditions of Sale (hereinafter the “GTCS”) apply to all bookings for accommodation services and ancillary services made directly with the Hotel, on its website www.maison-malesherbes.com, by telephone, email or at reception, by any natural person acting for purposes outside the scope of their professional activity (hereinafter the “Guest”). Bookings made by business Guests are also governed by Article 30.
Bookings made through a travel agency or third-party booking platform are subject to that intermediary’s booking, payment and cancellation terms. These GTCS apply to the stay on site.
The GTCS are made available to the Guest before any booking, on a medium allowing them to be retained and reproduced. Their express acceptance, evidenced by a checkbox, is a mandatory prerequisite for the validation of any online booking.
2. Online booking process
Online bookings are made according to the following steps:
(i) selection of dates, room type and rate, with the payment, amendment and cancellation terms specific to each rate displayed before any selection;
(ii) selection of any additional services, which are never pre-selected;
(iii) entry of the Guest’s contact details;
(iv) display of a summary stating, in particular, the dates, room, rate, total price including tax, tourist tax amount and selected additional services, at which stage the Guest may review their booking and correct any input errors;
(v) express acceptance of the GTCS;
(vi) final validation by means of a button marked “Confirm”.
The Hotel acknowledges receipt of the booking without delay by email and sends the Guest a confirmation containing all pre-contractual information and these GTCS on a durable medium.
The contract may be concluded in French and English. The French version shall prevail.
Where the booking concerns an amount equal to or greater than €120, the Hotel shall retain the written record of the contract under the conditions and for the period provided for in Articles L. 213-1 and D. 213-1 et seq. of the French Consumer Code, and shall guarantee the Guest access to it at any time, upon simple request sent to bonjour@maison-malesherbes.com.
3. Amendments to the General Terms and Conditions
The Hotel may amend these GTCS at any time. The GTCS applicable to a booking are those in force and accepted by the Guest on the date of that booking. Any subsequent amendment shall have no effect on bookings already confirmed.
4. Promotional offers, rates and groups
Promotional rates are offered subject to availability and may be conditional upon a minimum length of stay, indicated before any booking. Any price reduction announcement shall state the prior price charged by the Hotel, corresponding to the lowest price charged to all consumers during the thirty days preceding the application of the reduction.
Any request for more than three rooms for the same period of stay must be submitted in writing to bonjour@maison-malesherbes.com. It shall be subject to a specific quotation and contract, including pricing and cancellation terms specific to groups.
5. Use of the website
Use of the website is reserved for persons over 18 years of age who have the legal capacity to enter into a contract.
6. Online bookings and third-party websites
Please note that different General Terms and Conditions and cancellation policies may apply to online bookings made through booking agents or third-party websites, depending on the accommodation and the rate type selected.
We encourage you to read carefully the rate information available before making your online booking.
7. Payment terms
7.1. Flexible rate. The booking must be guaranteed by credit card. Before the Guest’s arrival, the Hotel may request a pre-authorisation on the credit card provided at the time of booking. Payment for the stay shall be made in accordance with the terms presented to the Guest at the time of booking. The tourist tax is not included in the accommodation price and is collected separately by the Hotel.
7.2. Prepaid, non-amendable and non-refundable rate. The price of the stay is prepaid at the time of booking. Once secure payment has been validated, the booking cannot be amended or refunded, subject to the cases expressly provided for in these GTCS, in particular in the event of cancellation by the Hotel, relocation or force majeure. The amount paid constitutes payment of the price and not a deposit within the meaning of Article L. 214-1 of the French Consumer Code. In the event of cancellation, a request for amendment or a no-show by the Guest, the amount paid shall be retained by the Hotel under the terms set out in these GTCS. The credit card used to make the booking must be presented at reception upon the Guest’s arrival. The tourist tax is not included in the accommodation price and is added to the total amount of the stay.
7.3. Payment methods. The Hotel accepts Visa, Mastercard and American Express cards, as well as cash payments in euros within the limits set by applicable regulations. Cash payments are capped at €1,000 in particular. Cheques are not accepted. Bank transfers are accepted upon request, provided that funds are received by the Hotel no later than 48 hours before arrival; bank transfer fees remain payable by the Guest. No fee is charged to the Guest on account of the payment method used.
7.4. Currency. Prices are stated and invoiced in euros. Any conversion or exchange fees are charged by the Guest’s bank in accordance with its own terms.
7.5. Online payment. Online payment is secured by the payment service provider used by the Hotel’s booking system. If payment is refused by the card issuer, the booking shall not be confirmed.
8. Cancellations and no-shows
8.1. No right of withdrawal. In accordance with Article L. 221-28, 12° of the French Consumer Code, the Guest does not benefit from a right of withdrawal for accommodation services provided on a specified date.
8.2. Flexible rate. Any booking made directly with the Hotel at the flexible rate may be cancelled or amended free of charge until 4:00 p.m., Paris time, on the day before the scheduled arrival date. After this deadline, in the event of late cancellation or no-show, one night shall be charged to the Guest.
8.3. Prepaid, non-amendable and non-refundable rate. Bookings made at the prepaid, non-amendable and non-refundable rate may not be amended or cancelled once secure payment has been validated. In the event of cancellation or no-show, the amount paid shall be retained by the Hotel, subject in particular to Articles 8.6, 10 and 24.
8.4. Cancellation procedures. Any cancellation request concerning a flexible booking must be sent to the Hotel by email at bonjour@maison-malesherbes.com. The cancellation takes effect on the date and at the time the request is received by the Hotel. The Hotel shall send the Guest an acknowledgement of receipt of their cancellation request.
8.5. Early departure. In the event of early departure at the Guest’s initiative, the applicable terms depend on the rate booked.
For a booking made at the flexible rate, the Guest may cancel the remaining nights provided that 48 hours’ notice is given. If this notice period is not observed, the night following the early departure shall be charged. Subsequent nights shall be cancelled free of charge.
For a booking made at the prepaid, non-amendable and non-refundable rate, no refund is due for booked and unused nights. The total booking amount shall be retained by the Hotel, subject to the cases provided for in these GTCS.
8.6. Cancellation by the Hotel. If the Hotel cancels a booking for a reason other than force majeure, and other than pursuant to Article 10, it shall refund all sums paid within 14 days and pay the Guest compensation equal to those sums.
Bookings made through a third party are subject to that intermediary’s cancellation terms.
9. Bookings made through other channels
Bookings may be made through other channels, in particular via online travel agencies, tour operators or other websites applying specific rate terms and cancellation policies. We encourage you to consult your booking confirmation carefully for further information.
10. Relocation
If, exceptionally, the Hotel is unable to make the booked room available to the Guest, it shall inform them as soon as it becomes aware of this and offer accommodation of at least an equivalent category, located nearby.
Relocation shall not result in any additional cost for the Guest. The Hotel shall bear any difference between the price of the replacement accommodation and the price agreed upon in the initial booking, for the nights concerned by the relocation.
Where the Guest is already present at the Hotel when the relocation is arranged, the Hotel shall also bear the transport costs between the Hotel and the replacement establishment.
The Guest may refuse the proposed solution and obtain a full refund of the sums paid within 14 days. These provisions do not deprive the Guest of their right to compensation for damage suffered, except in the event of force majeure.
11. Changes to the booking at the Guest’s request
If the Guest wishes to amend their booking (for example, to change the dates of their stay or the requested accommodation), the Hotel cannot guarantee that it will be able to accommodate the request and declines all liability for any losses, damage or additional expenses that may arise in such circumstances.
Amendments are not permitted for bookings made under the prepaid, non-amendable and non-refundable rate. They may be accepted for flexible bookings (subject to availability), provided that the request is made no later than 48 hours before the scheduled arrival date.
Additional charges may apply if the rate corresponding to the new stay dates differs from that of the initial booking.
Any amendment request must be made in writing.
12. Security deposit and amounts due at the end of the stay
12.1. Security deposit. A security deposit of €100 per night and per room may be requested upon arrival, by credit card pre-authorisation. The pre-authorisation does not result in an immediate charge but may temporarily reduce the card’s available limit. If no amounts are due, it shall be released at the end of the stay; the actual release period depends on the Guest’s bank.
12.2. Amounts that may be charged. The security deposit may be charged exclusively against:
(i) Unpaid consumption and additional services;
(ii) The cost of repairing or replacing Hotel property damaged by the Guest, the occupants of their room or their guests, upon presentation of supporting evidence;
(iii) An exceptional cleaning charge of €500 where the condition of the room clearly exceeds that resulting from normal use;
(iv) The flat fee provided for in Article 19 (tobacco).
12.3. Procedure. Any charge shall be preceded by a dated report, accompanied by photographs, and written notification to the Guest specifying the nature and amount of the sums retained, together with the relevant supporting evidence. The Guest shall have 3 days to submit their observations.
12.4. Damage exceeding the deposit. Where the amount of substantiated damage exceeds the security deposit, the Guest remains liable for it. The Hotel shall only make an additional charge to the credit card after prior notification to the Guest under the conditions set out in Article 12.3.
The booking holder shall be liable for damage caused by persons accommodated in their room or invited into the establishment.
13. Arrival, departure and personal belongings
Rooms are available from 3:00 p.m. on the day of arrival and must be vacated before 12:00 noon on the day of departure, unless otherwise agreed in advance. Late check-out may be granted subject to availability, for a supplement of €100. Any departure after 3:00 p.m. without prior agreement shall result in the charge of an additional night at the daily rate.
Where the room has not been vacated by 3:00 p.m. without the Hotel’s prior agreement, the Hotel may, after attempting to contact the Guest, remove personal belongings remaining in the room in order to make it available. This operation shall be carried out in the presence of two staff members. Removed personal belongings shall be inventoried and retained by the Hotel, which acts as custodian under the conditions provided for in Articles 1952 et seq. of the French Civil Code.
Unclaimed belongings shall be handled in accordance with the provisions of the Law of 31 March 1896 relating to the sale of items abandoned or left as security by travellers with innkeepers or hoteliers.
In the event of online payment, the credit card used may be requested upon arrival in order to verify that the Guest is the cardholder. If verification is not possible, the Hotel may request another payment method.
14. Prices and tourist tax
All rooms are fully furnished and equipped with facilities such as: television, minibar, coffee machine, kettle, etc.
Meals and drinks are not included in the offer, unless otherwise stated in the Guest’s booking.
No item or equipment may be removed from the room. The list of items, equipment and services, together with their rates, is available at the hotel reception.
All advertised prices include bed linen, towels, television access and Wi-Fi Internet access. Private use of Wi-Fi is subject to applicable French legislation, in particular regarding the security and identification of connections via IP address. The user remains liable for actions carried out from their access, including where performed by a third party.
Prices are stated in euros, inclusive of all taxes, including VAT at the rates in force. The tourist tax, amounting to €8.45 per adult per night, is not included in the room price. It is indicated before the booking is validated and appears separately on the invoice. Minors are exempt from it.
15. Hotel liability for Guest belongings
In accordance with Articles 1952 to 1954 of the French Civil Code, the Hotel, as custodian, is liable for clothing, luggage and items brought into the establishment by a Guest staying there.
This liability is unlimited for items deposited at reception, for items whose deposit has been refused by the Hotel without legitimate reason, and where the damage results from fault on the part of the Hotel or persons for whom it is responsible.
In other cases, damages payable to the Guest are limited to the equivalent of one hundred times the daily accommodation rental price.
The Hotel shall not be liable for theft or damage resulting from force majeure, or for loss resulting from the nature of or a defect in the item.
Articles 1952 and 1953 do not apply to live animals.
Guests are encouraged to deposit valuables at reception and to report any theft or damage without delay.
16. Guest obligations and liability
The Guest is solely responsible for the information provided when making their booking. The Hotel shall not be held liable in the event of inaccurate, incomplete or fraudulent information supplied by the Guest.
A Guest making a booking on behalf of third parties, including minors, undertakes to make these GTCS known to them.
The Hotel must be immediately informed of any misappropriation or fraudulent use of the Guest’s email address.
The Guest undertakes to use the website and the Hotel’s services in compliance with applicable regulations, these GTCS and the internal rules.
In particular, when making a final booking, the Guest undertakes to pay the price and comply with the conditions of the booked rate.
In particular:
• Any booking or payment that is irregular, ineffective, incomplete or fraudulent for a reason attributable to the Guest shall result in cancellation of the booking, without prejudice to any action the Hotel may take against them;
• The Guest must not invite into the hotel any person whose behaviour may be detrimental to the hotel, its teams or its guests;
• The Guest must not bring into the hotel, rooms or common areas any drinks or food from outside, unless prior authorisation has been granted by the hotel;
• The Hotel is an entirely non-smoking establishment. Smoking is strictly prohibited within the establishment, including in rooms (see Article 19);
• The Guest must not disrupt the operation of the hotel or compromise the safety of the establishment or persons within it;
• Minors may stay in the establishment only when accompanied by an adult and in possession of personal identification. If the accompanying adult is not a parent, they must hold parental authorisation. The Hotel may request that these documents be presented;
• The Guest also undertakes that the IT resources made available by the Hotel, in particular the Wi-Fi network, shall not be used for any purpose involving reproduction, representation, making available or public communication of works or content protected by copyright or related rights without the authorisation of the rights holders, where such authorisation is required. The Guest is also required to comply with the hotel Internet service provider’s security policy and to refrain from any act that undermines the security measures in place.
The Guest shall be liable for damage caused to the Hotel or third parties through their fault or negligence, or through that of persons they accommodate or invite into the establishment, under the conditions provided for in Articles 12 and 17.
In the event of a serious breach by the Guest of their obligations, in particular behaviour endangering the safety of persons or seriously disturbing the peace of other guests, the Hotel may terminate the stay by notifying the Guest, following formal notice that has remained ineffective, or without formal notice in an emergency. The current night remains payable. Unused nights shall be refunded, less any amounts due for substantiated damage.
17. Liability for damage to or loss of property belonging to the Hotel
The Guest is required to take reasonable care of their room and all equipment and property made available to them during their stay at the Hotel.
The room and all furniture, equipment and facilities must be left in a proper state of cleanliness and tidiness at the end of the stay. Failing this, exceptional cleaning or restoration charges may be invoiced under the conditions provided for in Article 12.
The Guest is encouraged to ensure that room doors and windows are closed when absent. Except for normal wear and tear, the Guest remains liable for any damage caused to the room, its contents or hotel equipment during their stay, resulting in particular from negligence, deliberate misconduct or irresponsible behaviour by them, the room occupants or their guests.
Any damage observed must be reported without delay to Hotel Management.
18. Refusal of access and anti-party policy
The Guest must not undertake anything in the accommodation that may breach the law.
The Guest must not, under any circumstances, cause any nuisance to other guests or staff members.
The Hotel permits the use of its rooms and facilities solely for personal, appropriate and lawful purposes.
The Hotel expressly prohibits access to its rooms by persons other than those listed on the official booking document.
The Hotel and the Guest agree that no lease or right to remain on the premises arises from use of the hotel.
The Guest is not authorised to sublet or make the room available to a third party for consideration.
The Hotel reserves the right to refuse entry to the hotel and accommodation to any person whose behaviour compromises the safety or tranquillity of guests or staff, in particular in the event of obvious intoxication, obvious influence of narcotics, threatening, violent or abusive behaviour, or failure to comply with the establishment’s safety rules.
The Hotel applies a strict anti-party policy. Parties and gatherings likely to disturb the tranquillity of other guests are prohibited in rooms. The maximum number of occupants per room must be respected, and noise levels must not disturb other guests. In the event of an observed breach, the Hotel may charge substantiated restoration costs under the conditions of Article 12 and terminate the stay under the conditions of Article 16.
The maximum occupancy of the room is displayed on the booking engine when booking the selected room category.
The Guest must comply with all reasonable rules and procedures in force within the establishment, including, without limitation, health and safety procedures and requirements and registration formalities.
In their relations with staff and customer service, the Guest undertakes to remain courteous and not make abusive or threatening remarks towards Hotel employees or personnel, in accordance with common sense and politeness. In the event of a serious breach, the Hotel may terminate the stay under the conditions of Article 16.
19. No-smoking and no-candle policy
All Hotel rooms are strictly non-smoking. A charge of €500 per stay shall be invoiced in the event of a breach of this rule observed under the conditions of Article 12.3.
The use of candles or naked flames in rooms is strictly prohibited.
Any act compromising the establishment’s detection and safety systems may result in legal proceedings.
20. Access to rooms by Management
Hotel Management and authorised staff may access rooms, while respecting Guests’ privacy, in order to carry out inspection, servicing, maintenance or repair operations where necessary.
21. Complaints
Any complaint may be made to reception during the stay, to allow the Hotel to remedy it as soon as possible. After the stay, it must be sent in writing to customer service: by email to bonjour@maison-malesherbes.com or by post to 11 place Saint-Augustin, 75008 Paris. The Hotel undertakes to respond within 30 days.
The Hotel may offer a replacement room or a goodwill gesture. Such proposals are without prejudice to the Guest’s rights under the law and the contract.
If no satisfactory response is received, the Guest may refer the matter to the consumer mediator under the conditions set out in Article 25.
22. Children’s policy
Children under 2 years of age stay free of charge.
23. Pets
Small pets (under 8 kilograms) are accepted at the Hotel for an additional charge of €15 per night.
Guide dogs and assistance dogs are permitted within the establishment at no additional charge.
24. Force majeure
Neither Party may be held liable for total or partial non-performance of its obligations under this contract if such non-performance results from a force majeure event as defined in Article 1218 of the French Civil Code, namely an event beyond the control of the Party concerned, which could not reasonably have been foreseen at the time of conclusion of the contract and whose effects cannot be avoided by appropriate measures.
The following may, in particular, constitute force majeure events, provided that the relevant conditions are met:
• natural disasters (such as floods, storms, hurricanes, earthquakes or naturally occurring fires);
• acts of war, attacks, riots, violent social unrest or acts of terrorism;
• pandemics, epidemics or health crises resulting in administrative measures to close or restrict the Hotel’s activity;
• decisions or restrictions issued by the competent public authorities (prohibition on receiving the public, curfews, administrative closure, etc.);
• general and prolonged interruptions to energy, water or road access, where they affect an entire area and are not attributable to the Hotel.
In the event of a force majeure event, the Hotel shall inform the Guest as soon as possible.
If a force majeure event prevents the Hotel from performing all or part of the stay, the contract shall be terminated for services not performed. Amounts already paid by the Guest for services not provided shall be refunded in full within 14 days from notification. The Guest may, if they prefer, choose to postpone their stay or receive a credit note for an equivalent amount.
25. Consumer mediation
The Guest is informed by the Hotel of the possibility, in the event of a dispute relating to these GTCS, of using a conventional mediation procedure or any other alternative dispute resolution method, under the conditions provided for in Title I of Book VI of the French Consumer Code.
After referring the matter to customer service or the Establishment in an attempt to resolve the dispute amicably, and in the event of a negative response or no response within sixty (60) days of the referral, the Guest may refer the matter free of charge to the consumer mediator responsible for the professional, namely Avenir Conso.
- The procedure for referring a matter to the Mediator and its contact details are available by clicking on the following link: https://www.avenir-conso.com/.
- The Mediator may be referred to within twelve (12) months of the first complaint.
- The referral form for this Mediator is available from the following link: Tourism and Travel Mediator referral form.
The Hotel also informs the Guest of the existence of a European Online Dispute Resolution (“ODR”) platform that they may use. The Guest may access it via the following link: https://ec.europa.eu/consumers/odr
26. Applicable law and jurisdiction
These GTCS are governed by French law, without prejudice to any mandatory protective provisions that may apply in the consumer’s country of residence.
In the event of a dispute, the competent courts shall be those designated by the applicable rules of general law. Consumer Guests may, in particular, bring proceedings, at their choice, before the court of the place where they resided at the time of conclusion of the contract or occurrence of the harmful event. Consumer Guests domiciled in another Member State of the European Union may also bring proceedings before the courts of their domicile.
For business Guests who are traders: any dispute shall be subject to the jurisdiction of the Paris Commercial Court.
27. Telephone marketing
In accordance with Articles L. 223-1 et seq. of the French Consumer Code, it is prohibited to solicit a consumer by telephone where they have not previously expressed their consent to receiving marketing communications by that means.
Where the Hotel collects the Guest’s telephone contact details when the contract is concluded, the Guest is informed that any use of their telephone number for marketing purposes requires their prior consent, except where the solicitation occurs in the context of performance of an ongoing contract and is related to the subject matter of that contract, under the conditions provided for in Article L. 223-1 of the French Consumer Code.
Where their consent is required, the Guest may withdraw it at any time.
28. Personal data protection
Data controller. The Guest’s personal data are processed by Société Paris Malesherbes, acting as data controller. The Data Protection Officer may be contacted by email at RGPD@madeho.fr or by post at 11 place Saint-Augustin, 75008 Paris.
Purposes and legal bases. Data are processed for:
- Managing bookings, stays and invoicing, on the basis of performance of the contract;
- Complying with the Hotel’s legal obligations, in particular accounting and tax obligations, as well as preparing the individual police registration form for Guests of foreign nationality, on the basis of a legal obligation;
- Managing customer relations, reviews and complaints, as well as preventing payment fraud, on the basis of the Hotel’s legitimate interest;
- Sending commercial offers, with the Guest’s consent or, for services similar to those already booked, on the basis of the Hotel’s legitimate interest, with the Guest being able to object at any time free of charge, in particular using the unsubscribe link included in each message.
Mandatory nature. Data indicated as mandatory when booking are necessary to conclude the booking. Failing this, the booking cannot be processed.
Data of other occupants. The Guest who provides the data of other persons staying with them undertakes to inform them of this Article and the Hotel’s personal data protection policy.
Rights. The Guest has the right to access, rectify, erase, restrict and object to processing of, and port, their data; the right to withdraw consent at any time; and the right to define instructions concerning the use of their data after their death. They may exercise these rights with the Data Protection Officer using the contact details above, and lodge a complaint with the CNIL (www.cnil.fr).
Complete information. Data recipients, any transfers outside the European Union and retention periods are detailed in the personal data protection policy, available at Privacy Policy
29. Accessibility
The Hotel’s online booking service is designed to meet the accessibility requirements applicable to e-commerce services. Information relating to the accessibility of this service is included in the accessibility statement available at [link]
30. Business Guests
Where the Guest acts for the purposes of their professional activity, these GTCS apply subject to the following provisions. Invoices are payable upon receipt. Any late payment shall automatically result in late payment penalties at the ECB refinancing rate plus ten percentage points, as well as a fixed compensation of €40 for collection costs.
31. Languages
These GTCS are drawn up in French and English. In the event of any discrepancy between these versions, the French version shall prevail.