Terms and Conditions of Sale

• Un service d’hôtellerie de luxe (classé 5*****), avec des réservations allant de la chambre Supérieure à la suite terrasse, l’accueil et la location de salles pour séminaires.
• A high-end spa/thalassotherapy service offering the following treatments: spa, steam room, massages, sauna, salt cave, hydrotherapy treatments, etc.
• A catering service:
  • The Aho Fina restaurant.
  • The Clipper Bar.

• By phone, at +33 (0)5 59 26 35 36
• By email, at the address reception@luzgrandhotel.fr
• By mail, to the service address mentioned above.

3. Booking procedures and pricing

The Customer may book accommodation at the Grand Hôtel Thalasso & SPA Saint-Jean-de-Luz by email or telephone, using the contact details provided above.

He can also make reservations through a platform or a “reseller” provider of Grand Hotel services.

Payment, Check-in, Check-out, and Cancellation

Check-in is from 4 p.m. and check-out is before 12 noon. In the event of early check-in, late check-in, or late check-out, the Guest must inform reception as soon as possible. Staff will do their best to accommodate this, but the Grand Hotel is under no obligation to do so.
Any late check-out may result in the billing of 50% of an additional night.
In case of early departure, 100% of the remaining stay will be charged.

All booking confirmations are subject to the Grand Hotel receiving a deposit, depending on the booking made:

• Non-cancellable and non-refundable stay: a deposit equal to 100% of the price of the stay will be charged.
• Modifiable stay: a deposit equal to 30% of the price of the stay booked.

Where applicable, the remaining balance (balance of the reservation and/or ancillary services consumed) must be paid at the latest upon check-out.

All cancellations must be made in writing by the customer. The Grand Hôtel Thalasso & SPA Saint-Jean-de-Luz will agree to refund any deposits paid only if the following deadlines are met:

• At least 7 days before the arrival date in the case of a reservation for a stay with spa treatment.
• At least 72 hours before the arrival date for reservations made for stays without spa treatments in July or August.
• At least 24 hours prior to arrival in all other cases.

For any cancellation outside of these cases, or in the event of a no-show, the deposit will not be refunded, and the Grand Hôtel Thalasso & SPA Saint-Jean-de-Luz reserves the right to seek compensation for the damage suffered.

Pricing

Room rates are per night, excluding breakfast.

However, the following are included: Wi-Fi, access to the fitness room, and access to the following spa facilities: heated seawater pool, sauna, steam room, and salt cave.

Rates are subject to change, depending on the hotel’s occupancy rate, the size, amenities, or location of the room..

They are as follows, by room category:

• Classic: from $180 to $540
• Superior: from €198 to €575
• Superior Ocean: from $320 to $950
• Deluxe Ocean: from $348 to $1,025
• Family Room: from $252 to $892
• Junior Suite Sainte Barbe: from $450 to $1,300
• Junior Suite Terrace: from $599 to $1,630
• Terrace Suite: from €713 to €2,035

These rates are provided for informational purposes only; the rate indicated at the time of booking shall prevail.

A tourist tax (2024) of €5.04 per person (adult) per day (from 18 years old) will be added.

Pricing for the main services offered as extras, in addition to room reservations:

• Early check-in: for arrivals before noon, 100% of the room rate for the previous night will be charged.
• Access to the spa, pool, steam room, sauna, and fitness room: complimentary.
• Extra beds: €51 per night, free for children under 12 years old. This additional service is only available in the following room categories:
  • Upper Town
  • Deluxe Ocean
  • Junior Suite
  • Family Room

As this service may not be available at short notice, the Guest is required to inform the Grand Hotel of their wish to add this supplement at the latest at the time of booking.

Failing this, the Grand Hotel shall not be liable for any negative consequences arising therefrom (late cancellation, damages, etc.).

• Buffet breakfast: $35 per night.
• Children’s breakfast (ages 4 to 12): €15 per night.
• Breakfast for children (under 4 years old): complimentary.
• Half board: €100 per day.
• Half board for children: €45 per day.
• Full board: €145 per day.
• Pets: €30 per night.
• Transport service to the airport or city: with Taxi Luzien for your “standard” trips or Biarritz chauffeur sedans or minivans
  • Private underground parking garage:
  • Private parking with valet service: €32 per day
  • With daily electric recharge: €38 per day
  • Single electric recharge: €10
  • Electric car charging stations: €10 per charge.
  • Room service.
  • Laundry service.

Right of retention

The Customer is informed that, in the event that they fail to pay for hotel services, the Grand Hotel may, at its sole discretion, exercise its right of retention over all of the Customer’s property, in accordance with Articles 1948, 1951, and 1952 of the Civil Code.

This right of retention shall be exercised until full payment of the amounts due.

Reservation terms and conditions and pricing (SPA)

All treatments are recreational, wellness, and relaxation services. They are non-therapeutic and non-medical.

All treatments are recreational, wellness, and relaxation services. They are non-therapeutic and non-medical.

Unless expressly stated as being intended for young children, all treatments are only available to those aged 16 and over.

This special care for children can only be provided in the presence of a legal representative.

The Customer may book a service at the Grand Hotel SPA directly, using the following methods:

By email at loreamar@luzgrandhotel.fr
By phone at 05.59.85.23.33

SPA opening hours: 9 a.m. to 7 p.m. all year round

The spa is only open to children under 12 between 1:30 p.m. and 5:30 p.m.

Arrival and cancellation terms and conditions

Guests are required to arrive at the spa 15 minutes before their scheduled treatment time. Any delay will be deducted from the reserved treatment time.

Confirmation of any order exceeding €500 will be subject to receipt by the Grand Hotel of a deposit equal to 100% of the total amount of the services reserved.

A bag containing items such as a bathrobe, a pair of slippers, and a towel will be provided. Its contents must be returned at the end of the treatment, with the exception of the slippers, which are complimentary.

Any cancellation or postponement of treatment must be made at least 24 working hours before the start of treatment, by emailing loreamar@luzgrandhotel.fr or by calling 05.59.85.23.33.

Any failure to attend the treatment or cancellation after this deadline will result in the full amount of the treatment being charged. In the case of a Subscription or Gift Invitation, the amount of the treatment will be charged in the same way.

Pricing

The services and rates applicable for treatments or spa stays are specified in the Spa Guide.

Responsibility

Certain services may be incompatible with the Customer’s specific state of health and therefore require adaptation or justify cancellation.
It is the Customer’s responsibility to find out whether the treatments are compatible with their state of health. The Hotel accepts no responsibility for the consequences of a treatment carried out without adaptation.

The Grand Hotel is bound by an obligation of means with regard to safety and advice. However, it cannot be held liable for any damage resulting from the provision of care without adaptation or despite a contraindication, if such damage is due to a lack of information or incorrect information regarding the Customer’s state of health.

Subscriptions

Access to the spa is also available through the purchase of packages, according to the following options. Personal subscription, valid for 6 months.

SPA packages:

5 LPG facial treatments, 40 minutes each
Price: $390

10 LPG Body sessions, 40 minutes each
Price: $800

10 LPG body treatments, 20 minutes each
Price: $450

5 sessions of pressotherapy, 30 minutes each
Price: €250

5 sessions of 60-minute 3D Cellulite Massage
Price: €580

8 personalized massage sessions, 50 min each
Price: €900

5 massages, 50 minutes each
Price: €650

5 hydro treatments
Price: $320

Coaching Packages:

5 sessions, 30 minutes each
Price: $255

5 sessions, 50 minutes each
Price: $375

10 sessions, 30 minutes each
Price: $470

10 sessions, 50 minutes each
Price: €750

No subscription packages are refundable. All packages are valid for a period of 6 months from the date of confirmation of subscription.

5. Reservation procedures and pricing (catering)

The Clipper Bar:

Hours: 11 a.m. – 11 p.m. (every day)
Pricing: find out more here.

The Aho Fina restaurant:

Breakfast hours: 7:30 a.m. – 10:30 a.m. (every day).

Restaurant hours: 12:30 p.m. – 2 p.m. and 7 p.m. – 9 p.m. (every day)

Reservations can be made by calling 05.59.26.35.36. Please note that a deposit of €40 per person is required to confirm reservations for tables of 6 or more people, and for all reservations during theme nights.

Without a reservation, admission to the restaurant is subject to availability.

Lunch pricing: click here.

Dinner pricing: click here.

6. Booking terms and conditions and pricing (gift boxes and gift cards)

Principles

The Grand Hotel offers gift cards and gift boxes for sale. The contents of each gift box vary and can be viewed at the link provided in 6.2. These cards and gift boxes can be ordered online by the Customer on the Grand Hotel website, by telephone on +33 (0)5 59 26 35 36, or by email at reception@luzgrandhotel.fr

All services mentioned in the gift boxes must be booked in advance and are subject to availability.

Unless otherwise stipulated with the Grand Hotel on the order form, the following rules apply:

• The use of the boxes in July/August requires the payment of a supplement for accommodation services.
• Box sets and cards are valid for one year from the date they are sent by email.
• Gift boxes and cards are non-refundable (subject to the legal withdrawal period of 14 days from receipt for gift cards).

Pricing

With regard to gift cards, the amount chosen is determined by the Customer.

Regarding gift sets, the prices for each set can be found in our store: https://www.luzgrandhotel.secretbox.fr/

It is specified that the rates indicated are the minimum rates that will be charged for the packages. The Customer is informed that these rates are subject to increase if they wish to modify the services offered (for example: room category higher than the one ordered).

7. diverse information

Other services

For services not specified or whose price is not stated in these GTC (e.g., room reservations or private hire), it is necessary to contact the Grand Hotel directly so that a specific quote can be provided.

Damage and theft

Any damage or theft committed within the Grand Hotel, in particular the theft of items contained in the bag provided at the spa entrance, will be charged at a flat rate of €120.

If the amount of damage or theft exceeds the fixed amount, the Grand Hotel reserves the right to charge the actual amount incurred.

Accepted payment methods

• Credit cards (Visa, Eurocard, Mastercard, American Express, Diners).
• Checks.
• Cash. Please note that the Hotel will be obliged to refuse any cash payment exceeding the amounts specified in Article D112-3 of the French Monetary and Financial Code.
• Vacation vouchers

Personal data

For any information, requests to exercise your rights, or complaints under the GDPR, please consult our privacy policy.

Insurance

The Grand Hotel has taken out civil liability insurance with a company based in France that is notably solvent.

5***** certification

Establishment registration number: H64-051501-002

Issuing body: Atout France

Lost and Found Policy

Items found by Grand Hotel staff will, if their size allows, be stored securely in a safe for a period of three years in accordance with the law.

These items will be returned at the Customer’s first request, although the Grand Hotel reserves the right to request any documentation required to confirm ownership of the item or to ensure its return to its owner (invoice, ID of the person authorized to collect the item, etc.).

Where applicable, the costs and risks of shipping shall be borne entirely by the customer.

8. Mediation

For any complaints, please contact Customer Service. (direction@luzgrandhotel.fr).

If, within 60 days of sending your complaint to the above address, you feel that the response to your complaint is unsatisfactory, you can refer the matter to the tourism and travel mediator, who can be contacted via this link: www.mtv.travel

This is Tourism and Travel Mediation for hotels.

The mediator may be contacted within 12 months of sending your complaint.