Terms and Conditions Hotel Totem, Friendly Hotel - Flaine Winter 2021-2022


Prices are quoted in €uro and include VAT applicable on the date of booking. Any change in the applicable rate, or any modification or introduction of new legal taxes by the competent authorities, will be automatically reflected in the prices indicated on the invoice date. Rates are per room for the number of people indicated and according to the period selected.

The tourist tax, €1.50 in 2024 per night and per person (over 18), is not included in the price and must be paid directly on site. It applies all year round.

Certain services may be subject to a supplement and may be subject to change without notice, for which the hotel cannot be held responsible. No stay booked before the introduction of a promotional offer (non-refundable rate) will be reimbursed, even partially.


Reservations can be made via the website https://totem.terminal-neige.com/, by telephone, e-mail or post. Reservations will only be effective if they are guaranteed by the customer, either by providing a credit card number with a validity date or by paying a deposit, and after receipt of a detailed reservation confirmation. Payment for all services must be made directly to the hotel (except for reservations prepaid at the time of booking). The balance, if any, as well as any additional services purchased by the customer, must be paid by the customer before leaving the hotel. The hotel reserves the right to refuse any reservation if the credit card number is incorrect or the reservation incomplete. Reservations from all sources are payable in €uro only. The hotel accepts the following credit cards: Visa, Mastercard and American Express, and has a secure reservation system (SSL) that protects and encrypts all sensitive data transmitted to the reservation in order to prevent any disclosure to a third party. At the time of booking, a credit card debit authorization will be issued. This will be done for information purposes, and will in no case be a debit to the account except in the following cases:

- Non-cancellable - non-refundable" promotional offer

- If the validity date of the credit card is prior to the arrival date.

The customer is solely responsible for his or her choice of services and their suitability for his or her needs, and Totem, Friendly Hotel cannot be held liable in this respect.

The establishment also accepts vacation vouchers.


Any breakfast or dinner not eaten on the scheduled day cannot be refunded or postponed.


Deposit: 25% of the total cost of your stay must be paid at the time of booking. The balance of the stay must be paid 15 days before the arrival date.

Cancellation: Free of charge and refund possible up to 15 days before the date of arrival.

In case of cancellation 14 days before and up to the day of arrival, or in case of no-show: the total amount of the booked stay will be invoiced, without possibility of refund or postponement.


Benefit from up to 30% off thanks to our non-flexible rates. The earlier you book, the greater the discount. The "Early Booking" rate is available up to 90 days before the selected arrival date. The "Early Booking" rate applies up to 30 days before the arrival date and the "Non flex" rate up to 14 days before the arrival date.

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.

Modification of stay: In case of modification of the date of arrival and/or departure, the amount of the initial stay will be invoiced in full, by way of compensation, without any other form.


Force majeure is defined as any unforeseeable and insurmountable event outside the control of the parties, which prevents the customer or the hotel from fulfilling all or part of their obligations under the contract. This includes, but is not limited to, strikes by hotel staff, government or public riots, natural or man-made disasters, hotel fires, etc.


Any modification or cancellation of a reservation must be requested by e-mail reservation@tn-totem.com or by telephone The request will only become effective once the hotel has confirmed its acceptance in writing. In the event of modification or cancellation of a stay, the following conditions apply (except in cases of force majeure):

- No deductions will be made for changes or cancellations made 30 days prior to arrival.

- From 30 days before arrival to the date of arrival, or in the event of no-show on the scheduled date of arrival, a deduction of 100% of the cost of the stay will be applied.

- Any stay begun is fully payable.

For bookings made via our partners' websites, cancellations must be made via this website (expedia, booking, etc.). The cancellation conditions that apply are specific to the partner and may therefore differ from those of the hotel.

If you wish to extend your stay, please notify the hotel reception by 10:00 a.m. on the day of departure at the latest, to check availability and conditions.


The children's breakfast rate applies to children up to and including age 12.

Pets are allowed on the premises for a supplement of €20 per animal per day.

Rooms are available from 4:00 pm and must be vacated by 12:00 pm on the day of departure. A supplement may be charged if the check-out time is not respected. The hotel reception is open 24 hours a day.

The customer accepts and undertakes to use the room in good manners. Any behavior contrary to good morals and public order will lead the hotelier to ask the customer to leave the establishment without any compensation or refund if payment has already been made.


Access to the Spa is subject to an additional charge, and is only accessible to external customers under conditions. Access to the Spa is reserved for customers over 16 years of age. The customer who accesses the wellness area or who benefits from a treatment agrees to respect the staff and other customers. Also any behaviour contrary to good morals and public order will lead the hotelier to ask the client to leave the establishment without any compensation and or without any refund if a payment has already been made.


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.


In case of unavailability of the hotel or in case of force majeure, the hotel reserves the right to have the customer stay totally or partially in a hotel of equivalent or superior category, offering services of the same nature. The transfer will then be at the expense of the hotel owner who cannot be sought in payment of any additional compensation.


Any complaint must be sent to the Hotel by registered letter with acknowledgement of receipt within 15 days of the departure of the stay that is the subject of the said complaint. After this period, no complaint can be taken into account.


In application of the law 78-17, known as the "Informatique et Libertés" law, customers are informed that their reservation is subject to computerized personal data processing. Users have the right to access and rectify the data entered, which can be exercised at the head office: SAS TERMINAL NEIGE - Flaine Forum - 74300 ARACHES-LA-FRASSE. It is specified that this information is not communicated to third parties. The hotel offers wifi internet access. The client user undertakes that the computer resources made available to him/her will not be used in any way for the purposes of reproduction, representation, making available or communication to the public of works or objects protected by copyright, by a neighbouring right such as texts, images, photographs, audiovisual musical works, software and video games, without the authorisation of the holders of the rights provided for in Books I and II of the intellectual property code when such authorisation is required. The establishment has a video surveillance system in the common areas of the building.


The hotel declines all responsibility in the event of theft, loss or damage to the effects belonging to the guests during their stay.
The guest will be held responsible for any damage, any degradation, any act of vandalism that may occur due to the occupation of the premises and/or due to the participants and/or the staff in their charge, both to movable, decorative and immovable property belonging or not belonging to the hotel. As a result, the hotel may therefore ask the guest to leave the establishment without any compensation or reimbursement for the current stay, and to reimburse the damages caused by these acts, as well as all damages suffered by the hotel.


These General Terms and Conditions of Sale are governed by French law. The same is true for the rules of substance as for the rules of form. Disputes shall fall within the exclusive jurisdiction of French courts.

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