Terms and Conditions

A credit card number is required to guarantee the reservation.

The property reserves the right to temporarily place a hold on your credit card prior to your arrival. This amount corresponds to the cost of the first night of your stay.

A credit card or a prepayment of €200 will be required at check-in to guarantee your stay. Failure to provide this may result in the cancellation of your reservation by the property. 

The credit card used to make the reservation will be requested upon arrival at check-in.

If you are unable to present this card, please contact the hotel directly before your arrival. You must present a photo ID and a credit card at check-in. Please note that all special requests are subject to availability and may incur additional charges.

To guarantee your reservation, a pre-authorization may be placed on your credit card from the date of booking until the check-in date. This amount will correspond to the cost of your first night’s stay at the property.

The security deposit will be fully refunded if the property has not identified any damage at the time of departure.

Reservations for 4 or more rooms may be subject to special conditions and additional fees.

Our website uses some of the most advanced internet security technologies available today. Every step of the booking process is secured using Secure Socket Layer (SSL) technology, the industry standard in this field. Your information is encrypted and protected through server authentication and data stream encryption.

The security certificate used is issued by the accredited third-party company USERTrust RSA Certification Authority and is used by the D-EDGE booking system. You can verify the certificate’s validity.

Additionally, the booking system is hosted in a secure server environment equipped with biometric security, firewalls, and other advanced technologies to prevent interference and block any intrusions.

For Accommodation Services (room reservations at a hotel or other types of accommodations), the Customer is reminded that they do not have the right of withdrawal provided for in Article L. 221-18 of the French Consumer Code, in accordance with Article L. 221-28, paragraph 12, of the French Consumer Code, which excludes this right for contracts relating to accommodation services that must be provided on a specific date or during a specific period.

For each Service reservation, the Special Terms specify the procedures for canceling and/or modifying the reservation.

Reservations made with prepayment cannot be modified and/or canceled. Deposits (sums paid in advance) are non-refundable. In such cases, this is noted in the Special Terms.

When permitted by the Special Terms and Conditions:
— You may modify or cancel a Service reservation by clicking the link at the end of your confirmation email and following the on-screen instructions; you may also modify or cancel a Service reservation directly on the Website via the “Modify or Cancel a Reservation” section;

— You may modify or cancel a Service reservation directly with the establishment, whose contact information, including phone numbers, is provided in the reservation confirmation sent by email.

In the event of a Service interruption caused by the Customer, the full agreed-upon price will be charged. In the case of a reservation with prepayment prior to the stay, no refund will be granted. It is recommended to cancel as soon as possible once the reason for cancellation has arisen.

Cancellation fees are non-refundable if you select a non-cancellable, non-refundable fare. For all other offers, please refer to the terms and conditions listed in the booking engine. In the event of a no-show, 100% of the reservation will be charged and is non-refundable.

In the event of a cancellation, if you paid for all or part of the reservation online, that amount will be refunded to you after deducting the cancellation fee (except for non-cancellable, non-refundable offers).

Prices include VAT. A tourist tax, as well as any government or local taxes, may be charged as an additional fee.

Your room or apartment will be available at the front desk starting at the time listed below. On the day of your departure, you must vacate your room or apartment by the time listed below at the latest. Failure to meet this check-out deadline may result in a charge for an additional night.

We recommend using the "Comments or Additional Information" field on the reservation form to let us know your estimated arrival time, especially if you expect to arrive late.

Check-in time (from): 3:00 PM
Check-out time: 11:00 AM
Reception hours: 24-hour reception

Special terms and conditions apply to groups. Please contact the reservations department for more information: reservation@hotel-mucem.com.

In the event of force majeure, the hotel reserves the right to accommodate guests at another hotel within the group or at a nearby hotel of equivalent category offering similar services; any costs associated with the transfer will be borne by the hotel.

The Hotel du Mucem by Esteem hereby informs the Guest that, in the event of a dispute regarding these Terms and Conditions, the Guest may resort to a contractual mediation procedure or any other alternative dispute resolution method, in accordance with the provisions of Title I of Book VI of the French Consumer Code.

After contacting the management of the Hôtel du Mucem by Esteem and failing to receive a satisfactory response within 60 days, you may contact the mediator using the contact information below.
Mediator: CM2C (cm2c.net)
Phone: +33 (0)1 89 47 00 14
Address: 49 Rue de Ponthieu, 75008 Paris, France
SIRET: 831 213 871 00021
Legal form: Registered Association

You can also find the procedures for filing a complaint on their website:
- The procedures for filing a complaint with the Mediator and their contact information are available by clicking on the following link: How to file a consumer dispute with CM2C (https://www.cm2c.net/comment-nous-saisir.php)

- The form to file a complaint with this Mediator is available via the following link: File a Consumer Dispute (https://www.cm2c.net/declarer-un-litige.php) 

The Hôtel du Mucem by Esteem also informs the Customer of the existence of a European Online Dispute Resolution (“ODR”) platform that they may use. The Customer can access it via the following link: Online Dispute Resolution (https://ec.europa.eu/consumers/odr/). 

These Terms and Conditions are governed by French law, without prejudice to any mandatory protective provisions that may apply in the consumer’s country of residence. 

In accordance with Article L.223-2 of the Consumer Code, consumers who do not wish to receive unsolicited sales calls may register free of charge on a do-not-call list. This list is available on the following website: Bloctel (www.bloctel.gouv.fr).

For further information regarding our terms and conditions, please feel free to contact our reservations department.