Last updated on June 24, 2026
Preamble
These terms and conditions and the general terms and conditions of sale (hereinafter ‘the Terms’) govern the relationship between SAS Les2Châteaux (hereinafter ‘the Establishment’) and any guest who has made a booking (hereinafter ‘the Guest’). Booking accommodation — by whatever means — implies full and unconditional acceptance of these Rules.
The establishment is operated by SAS Les2Châteaux, whose registered office is situated at 33 Rue des Châteaux, 67110 Windstein (Bas-Rhin). Operations are conducted in accordance with the regulations in force applicable to tourist accommodation establishments and the requirements of the Clef Verte scheme (application due in January 2027).
Article 1 — Arrival and departure
1.1 L’arrivée des hôtes est fixée à partir de 17h00. Toute arrivée anticipée ne peut être garantie sans accord préalable de l’Établissement.
1.2 Check-out must take place by 11.00 at the latest. Any check-out after 11.00, without prior agreement, will be charged according to the length of the delay.
1.3 In the event of arrival after 8.00 pm, the Guest must inform the Establishment at least 24 hours in advance so that arrangements can be made to welcome them in the best possible conditions.
1.4 Keys will be handed over in person at check-in. The Customer will be charged for any lost keys at the actual replacement cost (replacement of the full set of keys and the lock if necessary).
1.5 On departure, the Customer undertakes to return all keys and to leave the premises in a reasonably clean condition. Rubbish must be placed in the outdoor area provided for this purpose, and waste must be sorted accordingly.
Article 2 — Cancellation and payment
2.1 All bookings are confirmed upon payment of a deposit of 30% of the total cost of the stay, payable within 7 days of the booking confirmation. Failure to do so will result in the booking being deemed void.
2.2 The balance for the stay is payable no later than the day of the Customer’s arrival.
2.3 Cancellation terms:
- Cancellation more than 30 days before the arrival date: full refund of the deposit, less an administration fee (€15).
- Cancellation between 15 and 30 days before the arrival date: a refund of 50% of the deposit paid.
- Cancellation less than 15 days before the arrival date: no refund. The deposit will be retained by the establishment as a lump-sum compensation payment.
- No-show: the full cost of the stay is due and will be invoiced.
2.4 In the event of duly substantiated force majeure (hospitalisation, death in the family), the Institution reserves the right to consider any request for a postponement or refund on an exceptional and discretionary basis.
2.5 The Establishment reserves the right to cancel a booking in the event of exceptional circumstances beyond its control. In such cases, the Customer will be refunded the full amount paid.
2.6 The following payment methods are accepted: cash and bank transfer. Payment by credit or debit card is accepted subject to the availability of a payment terminal.
2.7 The tourist tax is levied in accordance with the rates in force in the municipality of Windstein and paid to the local authority. It is shown separately on the invoice.
Article 3 — Security deposit and liabilities
3.1 A security deposit is required on arrival. The amount is set as follows:
- Bed and breakfast: €300 per room booked
- Entire holiday cottage (exclusive use): €1,500
3.2 This security deposit may be paid by cheque (which will not be cashed unless a claim is made) or by credit card authorisation. It will be refunded within a maximum of 7 working days after the Customer’s departure, less any sums due in respect of any damage found.
3.3 The Guest is liable for any damage caused to the Establishment’s movable and immovable property during their stay, including damage caused by their companions and guests.
3.4 In the event of damage exceeding the amount of the security deposit, the Establishment reserves the right to seek compensation for the full amount of the loss suffered through the appropriate legal channels.
3.5 Applicable refurbishment packages (non-exhaustive list):
| Operation | Price | Justification |
|---|---|---|
| Special room cleaning | 150 € | A situation requiring action outside the standard protocol |
| Spa cleaning and deep cleaning treatment | 150 € | Contaminated water requiring emergency chemical treatment |
| Complete draining and reconditioning of the spa | 200 € | Incorrect use rendering the water unfit for use |
| Laundry replacement (sheets, towels) | Actual cost | Permanent stain, burn, tear |
| Replacement of broken equipment | Actual cost | Tableware, lighting, furniture, equipment |
| Odor Removal Fees (Tobacco) | 200 € | Tobacco found. NON-SMOKING ESTABLISHMENT |
Article 4 — Peace and Quiet and Neighborly Relations
4.1 The facility is located in a protected natural area (Natura 2000). Noise disturbances are strictly prohibited. Quiet must be maintained at all times, especially between 10:00 p.m. and 8:00 a.m.
4.2 The use of any audio equipment (music, television, musical instruments) must be kept at a reasonable volume that does not disturb other guests or the neighborhood.
4.3 Any meeting, party, or gathering that has not been previously reported to and authorized by the facility is prohibited. When the entire lodge is booked, festive activities must end by 11:00 p.m.
4.4 The Facility reserves the right to immediately terminate any stay in the event of a serious disturbance of order or peace, without refunding any amount.
Article 5 — Spaces and Facilities
5.1 Private areas (rooms) are reserved exclusively for guests who have made a reservation. Common areas (living room, dining room, bar, garden, sensory trail, and other facilities) are shared by all guests on site, unless the property has been fully reserved for private use.
5.2 The Customer agrees to use the equipment made available to them in accordance with its intended purpose and the instructions provided during the orientation or contained in the orientation booklet.
5.3 Any abnormal, abusive, or improper use of the equipment shall be the responsibility of the Customer and may result in the application of the flat fees provided for in Article 3.
5.4 Children under 12 must be accompanied at all times by a responsible adult in all areas of the facility, including the garden, the sensory trail, and the spa grounds.
5.5 The sensory trail is accessible only during the time slots designated by the Facility. The Customer is responsible for any damage to the trail, signage, or vegetation.
Article 6 — Spa — Terms of Use and Safety Guidelines
Mandatory Rules — Please Read Before Use
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6.1 The Guest is fully liable for any failure to comply with the spa’s rules of use. The restoration fees set forth in Article 3.5 apply.
6.2 The Facility assumes no liability for any accident resulting from failure to comply with these rules of use.
Article 7 — Animals
7.1 Pets are not allowed on the premises, with the exception of service dogs that are duly certified in accordance with applicable regulations.
7.2 Any exception to this rule must be requested in writing in advance and expressly approved by the Establishment. If approved, an additional fee of €15 per night per pet will be charged.
7.3 Damage caused by an animal — including soiling and odors — will be billed to the Customer according to the restoration fees defined in Article 3.5, plus any applicable surcharges.
Article 8 — Tobacco and Fire
8.1 The facility is entirely smoke-free. Smoking (cigarettes, cigars, pipes, e-cigarettes, hookah) is strictly prohibited in all indoor areas.
8.2 A smoking area is designated outside the building, at a minimum distance of 5 meters from any opening. Cigarette butts must be disposed of in the ashtrays provided and must never be thrown on the ground or into the vegetation.
8.3 Any violation of the ban on smoking in indoor areas or of Section 8.2 will result in the immediate imposition of a flat-rate deodorization or cleaning fee of €200, without prejudice to any other claim for damages.
8.4 It is strictly prohibited to light any fire. This prohibition applies in particular to barbecues, campfires, and candles outdoors.
Article 9 — Health and Safety
9.1 The Guest is required to report upon arrival any allergies, food intolerances, or medical conditions that may require adjustments to the accommodations or services.
9.2 The property is located in the Vosges region, where ticks (Ixodes ricinus) are prevalent from April through November. A tick prevention guide is provided to each guest upon arrival. The property provides first-aid supplies (tick remover, antiseptic) at the front desk.
9.3 In the event of a medical emergency, the Guest should immediately contact the SAMU (15), the fire department (18), or the European emergency number (112). The contact information for the on-call doctor in Niederbronn-les-Bains is posted in each room and available at the front desk.
9.4 The sophrology and hypnotherapy sessions and wellness workshops offered as part of the EntreNous program are personal development practices. They do not constitute medical treatment and are not a substitute for appropriate medical care.
9.5 The Establishment declines all liability for accidents occurring on the sensory trail or in outdoor areas due to the Customer’s negligence or behavior that does not comply with the instructions provided.
Article 10 — Eco-friendly practices and the Clef Verte commitment
The Institution is committed to this cause and encourages your civic participation: Les2Châteaux is an eco-friendly establishment that is applying for the Clef Verte certification in January 2027. Your active participation is essential to the success of this initiative. |
10.1 Recycling is mandatory. Recycling guidelines are posted in each area and in the welcome booklet. Recycled waste must be placed in the outdoor recycling bin provided for this purpose.
10.2 Guests are asked to turn off the lights, heating, and air conditioning when they are not in the room, and to close the windows when the heating or air conditioning is running.
10.3 Use of Restrooms and Protection of the Sewer System
Since the property is connected to an on-site sewage system (septic tank), it is strictly prohibited to flush anything other than toilet paper down the toilet, including tampons, sanitary pads, wipes, cotton balls, and any other solid waste.
Any damage resulting from failure to comply with this instruction will result in the guest in the affected room being billed for the cost of unclogging, repairs, or pumping out, upon presentation of supporting documentation. Sanitary trash cans are provided in every bathroom.
10.4 Reusing towels is encouraged. Towels left on the floor are considered to need replacement. Towels that are hung up are kept for later use.
10.5 The facility’s medicinal garden is cultivated without the use of chemical inputs. Picking plants is strictly prohibited. Guests wishing to learn about the garden’s plants are invited to participate in the guided workshops offered by the Establishment as part of the EntreNous program.
10.6 It is prohibited to dispose of any waste in the garden, on the sensory trail, or in the adjacent forest. The area is designated as a Natura 2000 site; any disposal of waste constitutes an offense subject to prosecution.
10.7 Water is a precious resource in forested areas. Guests are asked to limit their hot water usage (showers of less than 5 minutes are recommended).
Article 11 — Personal Data Protection (GDPR)
11.1 Personal data collected during the reservation process (last name, first name, address, contact information, payment information) is processed in accordance with the General Data Protection Regulation (GDPR—EU Regulation 2016/679).
11.2 This information is used exclusively for the purposes of managing the reservation, billing, and, if necessary, communicating regarding the stay. It is neither sold nor shared with third parties.
11.3 In accordance with applicable regulations, the Customer has the right to access, correct, delete, and transfer their data. These rights may be exercised by contacting the Establishment at the mailing address or email address indicated on the invoice.
Article 12 — Disputes and Governing Law
12.1 These Rules are governed by French law.
12.2 In the event of a dispute, the Customer and the Establishment agree to seek an amicable resolution within 30 days of notification of the dispute.
12.3 If an amicable resolution cannot be reached, the dispute shall be submitted to the competent court within the jurisdiction of the Strasbourg Regional Court.
12.4 In accordance with Articles L.611-1 et seq. of the Consumer Code, the Customer may seek the assistance of a consumer mediator free of charge. The Establishment will provide the contact information for the appropriate mediator upon request.