Booking, changes
and refunds

Scope of the conditions and definitions

These provisions govern direct bookings for individual stays of one to six nights marketed under the YRALYS Collection brand and expressly subject to this offer. The ‘Seller’ means the legal entity or individual identified as the contracting party in the pre-contractual information, summary and confirmation. The YRALYS Collection brand does not replace that identification. The ‘Customer’ is the person making the booking for themselves or the designated travellers.

Groups, exclusive-use bookings, stays of seven nights or more and undated gift vouchers are subject to specific conditions presented before purchase. An optional service or themed stay does not automatically take the booking outside this framework. Special conditions for a service apply only if they were clearly communicated and accepted before the corresponding commitment.

The accommodation price ‘H’ is the tax-inclusive price of the booked nights after discounts, excluding separately billed optional services and additional tourist tax. The number of nights is designated ‘N’. The reference night equals H divided by N. The two-night cap is therefore calculated using the average price actually booked, not a list price or the two most expensive nights.

The contractually agreed date and time at which the arrival period begins constitute the reference point ‘T’. Thresholds are calculated in elapsed hours: T minus 168 hours for seven days, and T minus 72 hours for three days. The applicable date, time and time zone are displayed before payment and restated in the confirmation. The calculation accounts for clock changes; abbreviated references to 7 or 3 days before arrival do not replace the precise deadlines communicated.

Mandatory rules applicable to the contract and more favourable conditions expressly granted to the Customer remain unaffected. Refund or remedy provisions may not be excluded by referring to conditions that the Customer could not access before booking.

Reference cancellation schedule

Percentages are applied to the accommodation price, not solely to the initial payment. The amount retained never exceeds the price of the nights concerned. Optional services are calculated separately under Articles 4 and 5. Adjustments for cost savings, resale or statutory rights may reduce the amounts retained.

For a single night, cancellation less than 72 hours beforehand therefore results in a maximum retention of 50% of that night’s price; a no-show may result in a 100% retention. Simply arriving later than the start of the arrival period does not constitute a no-show. A no-show is established only after the announced arrival window has ended, an attempt has been made to contact the Customer and no late arrival has been agreed. The Customer is informed that their booking has been closed and the remaining nights made available again.

1 Payment and booking confirmation

Information before payment. The summary identifies the Seller, estate, lodge, dates, travellers, included services and confirmed options. It sets out the total price, additional taxes or charges, amounts payable immediately and later, cancellation deadlines and accepted special conditions. No optional service is added without the Customer’s express choice. The Customer can check and correct the order before confirming their obligation to pay.

Payment schedule. For a booking made more than 168 hours before the start of the arrival period, a deposit of 30% of the amount of confirmed services covered by the standard payment schedule is payable at the time of booking. The 70% balance is payable at T minus 168 hours. For a booking made at or after this deadline, full payment is required. Amounts are rounded to the nearest cent; the balance is the exact difference between the amount due and the amounts collected. Taxes or amounts payable on site are identified separately.

Nature of the payment. The initial payment is expressly agreed to be a part-payment towards the price, subject to the contractual right to cancel defined in these conditions. It does not automatically become the Seller’s property on payment. While free cancellation remains possible, it is refundable; after that deadline, only amounts arising from the applicable rules may be retained. Where interest is legally due on advance payments, it is calculated and credited or returned in accordance with applicable law.

Formation and evidence of the booking. Confirmation is sent to the Customer on a durable medium, including by email, once the order has been accepted, availability has been verified and the initial payment has been successful. It includes a booking reference and the accepted conditions in the version applicable. A payment failure message, an unaccepted quotation or an availability enquiry does not constitute confirmation. If an amount has been collected but a booking cannot be confirmed, it is refunded in full in accordance with Article 2.

Balance and payment failure. The Seller sends a reminder before the balance is due. Any scheduled debit requires valid authorisation; otherwise, a secure payment method is offered. If payment fails for an already confirmed booking, the Customer is informed and has 48 hours after notification to settle the balance, without a flat payment incident fee. Any termination for non-payment is notified and accounted for in accordance with the applicable rights and obligations; it is not automatically treated as a no-show or forfeiture of the full stay price.

Optional services and security deposit for damage. An option still awaiting confirmation is not charged as a definitively booked service. Services confirmed later are covered by an accepted supplement stating their price and payment schedule. Any card pre-authorisation or security deposit for damage is a separate mechanism: its amount, uses and release arrangements are communicated separately. It cannot be used to add a cancellation penalty outside these conditions.

2 Cancellation and refund arrangements

Customer request. Cancellation may be requested through the secure ‘Manage my stay’ link or by email to the address shown in the confirmation. The Customer provides their reference and the services concerned. No reason or supporting evidence is required to benefit from the ordinary cancellation schedule. Cancellation by telephone is possible if the Seller sends written confirmation stating the date of the call; the Customer retains the option of using email to obtain direct evidence.

Date taken into account. The time at which a sufficiently identifiable request is received determines the applicable cancellation schedule. An acknowledgement of receipt or subsequent processing does not move that date. If information is missing, the Seller requests the necessary clarification without deferring a request where the booking and intention to cancel can already be identified. A request received exactly at a threshold benefits from the more favourable band associated with that threshold. If the website is unavailable, email remains an available channel.

Statement of account. The Seller states the amount collected, the price of the cancelled services, the amount retained for each item, the refund due and the future balance cancelled. Amounts already refunded or credited are taken into account to avoid any double charge. Tourist tax billed separately that is no longer payable for nights not taken is not retained as a penalty. No additional administrative or banking fees are added to the cancellation schedule.

Timeframe and method. Refundable amounts are refunded no later than seven calendar days after receipt of the cancellation or termination giving rise to the refund entitlement. This timeframe constitutes a commercial commitment by the Seller. The refund is made to the original payment method, at no cost to the Customer. Where this is objectively impossible, another method is agreed with the Customer following appropriate verification of the recipient’s identity. The Seller issues the payment instruction in good time, provides its reference and follows up in the event of failure or delay; a technical incident does not extinguish the Customer’s claim.

Multiple payments and no compulsory refunds in credit vouchers. If several payments have been received, the Seller provides an overall statement and specifies the refunds allocated to each payment. A credit voucher or postponement may be offered, but does not replace a refund due without the Customer’s express agreement to its conditions, validity period and amount. Declining a credit voucher incurs no additional charge.

Disputed amounts and supplementary refund. A dispute limited to one item does not delay the refund of the portion already due. The statement may subsequently be corrected in the Customer’s favour in the event of resale or recovery of a cost, in accordance with Article 6. The right to dispute a retained amount and request supporting evidence remains fully preserved.

Right of withdrawal and exceptional circumstances. For accommodation provided on specified dates, the ordinary fourteen-day right of withdrawal does not apply. This does not remove the Customer’s commercial cancellation right provided here or their rights arising from a failure to perform or a specific statutory regime. A serious personal impediment may be considered individually for a postponement or an additional reduction, without constituting automatic insurance cover. Only strictly necessary supporting documents are requested through an appropriate channel.

3 Changes to the dates and length of your stay

Request and agreement. The Customer may request a change of dates, lodge, length of stay or travellers. Whether the request can be accepted depends on availability, the accommodation’s capacity and the services concerned. The request does not constitute agreement to new dates or automatic cancellation of the original booking. If the Customer wishes to cancel if no availability is found, they may state this expressly in their initial request; that instruction and its timestamp are then taken into account.

Before the free cancellation deadline. An accepted change before the accommodation’s free cancellation deadline incurs no administrative fee. The Seller presents the price and conditions of the new stay before any commitment. If the price increases, the additional amount is payable according to the accepted payment schedule; if it decreases, the difference is refunded or deducted from the balance. Amounts already paid are transferred to the new stay with the Customer’s agreement. Any personalised preparation already irreversibly committed remains subject to Article 5.

After the free cancellation deadline. The Seller presents the cost of the change before carrying it out. Unless a more favourable commercial arrangement is agreed, a change of dates is treated as cancellation of the original services concerned under their applicable cancellation schedule, followed by a new booking. Any fee waiver or exceptional postponement is recorded in writing. If the Customer declines a proposed change, the original booking remains in force unless express cancellation instructions have been given.

Confirmation of the new conditions. Every accepted change is documented in an updated summary specifying dates, price, services retained or removed, amounts transferred, any fees and new deadlines. Fees already due under the original commitment are stated separately and are not erased by simply postponing the stay, unless a waiver is granted. Conversely, the same loss cannot be charged twice. A postponement does not, as a matter of principle, make the whole new booking permanently non-refundable.

Partial reduction. Reducing the number of nights constitutes a partial cancellation. The calculation is based on the price of the nights actually removed, at the price accepted when booking, without retrospectively increasing the price of the nights retained. The reference point for the deadline is the start of the arrival period corresponding to the first night removed. The cap is calculated using the average price of the nights removed. For the same set of nights, cumulative amounts retained may not exceed what full cancellation of those nights would have allowed to be retained at the time of the requests.

Voluntary early departure. Nights already used remain payable. For remaining nights cancelled at the Customer’s request, the amount retained is 50% of their price, capped at two average remaining nights. The balance is refunded and resale is taken into account. This rule does not apply to a departure caused by the Seller’s failure to perform, non-conformity or a statutory right to terminate, which falls under Article 7 and the applicable legal framework.

4 Meals, massages, spa, golf and other services

Identification and confirmation. Each option distinguishes what is included, sold at an additional charge, confirmed or still being requested. Before committing, the Customer is informed of its content, price, duration, location, time slot, seller and any relevant access conditions. A photograph or a preference entered in a form is not sufficient to confirm a service. An unconfirmed option incurs no cancellation fees.

Cancellation schedule for standard services. Unless special conditions were presented and accepted before purchase of the option, standard meals, hampers, massages, treatments, timed spa access and golf services may be cancelled free of charge up to 48 hours before the scheduled time, inclusive. After this deadline and before the service, a maximum of 50% of its price is retained. In the event of a no-show for the confirmed time slot, the amount retained may reach 100% if the service was prepared or the resource reserved and could not be reassigned. Avoided or recovered costs reduce the amounts actually retained.

Scope of special conditions. A different rule specifies the exact service concerned, its deadline and the maximum amount at risk. It does not change the lodge’s cancellation schedule and is not added after purchase. If a provider imposes a new or stricter condition after confirmation, the Seller does not pass it on unilaterally to the Customer. The Seller remains responsible for the obligations it has undertaken, subject to the applicable legal framework.

Cancellation of the lodge and possible retention of optional services. Full cancellation of the booking includes the accommodation and associated options sold within that booking, unless an express request to retain them is accepted by the Seller. The statement nevertheless distinguishes their respective rules. For a partial cancellation, the Customer may specify the services to be retained; the Seller checks that they remain feasible without the lodge. Cancelling a massage does not make the accommodation nights non-refundable.

Included facilities. A private hot tub or any facility expressly included in the lodge price follows the accommodation conditions and does not give rise to a second penalty. Its unavailability, where it was contractually promised, is treated as a difficulty in performance and not as a simple unused option. The Customer’s rights are assessed in light of the importance of the facility to the booked stay.

Separate providers and contracts. If the Seller markets the service and collects payment for it, the Seller handles cancellation and refund processing without requiring the Customer to resolve the Seller’s supplier relationships alone. If a service is genuinely sold and paid for directly with a separate professional, this arrangement and its contract are disclosed before any commitment. Separating invoices or line items is not sufficient to exclude the rules governing package travel or linked travel arrangements where they apply.

5 Personalised orders and specific commitments

Definition and quotation. A personalised preparation may include a cake, flowers, decorations, a special meal or a specially arranged service. Merely using the words ‘personalised’ or ‘tailor-made’ does not make the whole booking non-refundable. Before the order is placed, the Seller describes the service, its price, deadlines, the nature of irreversible commitments and the maximum amount that may remain payable.

Authorisation to begin work. The Seller obtains the Customer’s express agreement before incurring any irreversible expenditure that would be charged to them in the event of cancellation. The Seller retains evidence of the content accepted and the authorisation. A preliminary quotation, an exploratory discussion or an unaccepted request does not permit production costs to be charged. If the Customer cancels before the authorised irreversible work begins, the preparation price is refunded in full.

Amounts retained after commitment. Once work has been authorised to begin, only costs actually incurred, non-recoverable and supported by evidence may be retained, up to the price of the service accepted by the Customer. These may include dedicated purchases, production already started or specific work already carried out, where these were clearly provided for. The full price, a theoretical margin or a flat administration fee is not payable solely because the order is personalised.

Mitigating the loss. The Seller seeks to stop the order or recover what can be recovered without compromising other commitments. Supplier refunds, opportunities for reuse and savings are taken into account. The statement distinguishes costs retained from amounts returned; supporting evidence is provided on request, while protecting third-party data.

Stay maintained or cancelled. A special order can be cancelled without automatically changing the lodge conditions. If it was an expressly agreed essential feature of the stay, its consequences for the contract as a whole are assessed under the applicable rights. Any change to the content or price requires fresh agreement. Personalisation does not constitute a general waiver of any statutory right of withdrawal that may apply to a separate product.

6 Resale of nights and reduction of retained amounts

Making nights available again. As soon as cancellation takes effect, the released nights are put back on sale on reasonable terms, subject to genuine operational constraints. The Seller does not guarantee their resale but may not artificially make them unavailable in order to retain a penalty. The circumstances in which they are put back on sale and replacement bookings are tracked.

Limit on the amount retained. The amount ultimately retained may exceed neither the applicable cancellation schedule nor the substantiated economic loss after taking account of avoided costs and net replacement revenue. These elements are assessed on comparable bases, with consistent treatment of taxes, distribution costs and payment processing fees actually incurred. Ordinary overheads are not added a second time. The refund is limited to the amounts actually retained; it cannot be negative.

Full or partial resale. If replacement revenue and avoided costs cover the loss, the retained amount is refunded in full. If only some nights are resold or the replacement produces lower net revenue, the amount retained is reduced by the loss avoided, without exceeding its original cap. The treatment of options resold, reassigned or refunded by suppliers follows the same principle of avoiding double recovery.

Allocation and evidence. The review covers the dates and capacity released. A pre-existing booking or a night sold outside the cancelled dates is not presented as a resale of the booking concerned. Any transfers between units are documented to avoid counting the same replacement booking more than once. The Customer may obtain an explanatory statement of the calculations, without another traveller’s identity or personal data.

Supplementary payment. The part of the refund to which entitlement is established on the cancellation date is paid within the timeframe set out in Article 2. A supplementary statement is drawn up after the originally booked dates; the additional refund arising from resale is made no later than seven calendar days after the end of that period, or earlier if the relevant information is definitively known. This supplementary review does not postpone a statutory refund deadline that has already become due. Any recovery from a supplier identified later gives rise to a supplementary refund within seven days of being established, without withdrawing previously acquired rights.

7 Cancellation, changes or failure to perform by the Seller

Honouring the confirmed booking. The Seller fulfils the accepted booking. The Seller has no general right to cancel it for commercial convenience, to resell at a higher price or to unilaterally substitute a substantially different offering. Any difficulty affecting performance is communicated to the Customer as soon as it becomes known, by a prompt means of communication and then on a durable medium, together with its consequences and the possible solutions.

Full cancellation before the stay. If the Seller cancels the stay and does not provide the agreed services, amounts paid for the cancelled services are refunded in full within the timeframe set out in Article 2; the corresponding future payment instalments are cancelled. The Customer’s cancellation schedule does not apply. Any compensation, price reductions or other remedies legally due remain available: the refund does not constitute a waiver of the right to claim them.

Alternative solution. The Seller may offer to reschedule the stay or provide comparable accommodation, specifying the location, facilities, accessibility, services, dates and financial consequences. Unless a specific statutory regime applies, this substitution requires the Customer’s express agreement; silence does not constitute acceptance. If a lower-value alternative is accepted, an appropriate price reduction is granted. Additional costs for a replacement solution offered to remedy the failure to perform are not imposed on the Customer without a valid contractual or legal basis.

Cancellation of part of the stay. A service not provided is refunded or replaced in accordance with the Customer’s agreement and rights. If its removal compromises an essential element of the contract or the expressly agreed purpose of the stay, the Seller also examines the consequences for the stay as a whole. The Seller does not systematically limit the remedy to the standalone price of the service. During the stay, the Customer is invited to report any difficulty promptly so that a solution can be found; this invitation does not create an automatic forfeiture of their rights.

Weather and safety. Ordinary adverse weather, where the services remain feasible, does not in itself constitute cancellation by the Seller. In the event of closure, prohibited access, danger requiring interruption or genuine inability to perform, the Seller seeks a suitable solution and applies the corresponding refunds and rights. Classification as force majeure or unavoidable and extraordinary circumstances depends on the facts and the legal framework governing the contract; no general exclusion of refunds or liability follows solely from the external nature of the event.

Package travel and liability. Where a contract falls within the package travel regime, the specific mandatory rules governing changes, termination, assistance, alternative services, refunds and compensation take precedence. The Seller cannot avoid its obligations solely by invoking the failure of one of its service providers. Communications to the Customer specify the choices and timeframes actually applicable to their situation, without confusing them with voluntary cancellation by the Customer.