General Terms and Conditions
Last updated: October 18, 2025
ARTICLE 1 – PREAMBLE
The trade name NESTAY is used to designate the establishments operated under this brand. These General Terms and Conditions of Sale (hereinafter referred to as the “GTC”) apply to reservations made for the following establishments:
- NESTAY Les Halles, operated by SNC FORUM, registered with the Paris Trade and Companies Register under number 317 840 015, with its registered office at 7 rue de la Cossonnerie, 75001 Paris, France.
- NESTAY Sentier, operated by SAS NESTAY, registered with the Paris Trade and Companies Register under number 949 144 760, with its registered office at 158 rue Saint-Denis, 75002 Paris, France.
Although these establishments are operated by distinct legal entities, they share a common commercial identity under the NESTAY brand.
The companies SNC FORUM and NESTAY (hereinafter the Operator) operate, directly or indirectly, furnished apartments (hereinafter the Apartments) intended for a transient clientele (hereinafter the Client) for short or medium-term stays (less than 30 nights) under the NESTAY brand.
These GTC govern all reservations that meet the conditions described above, regardless of the mode or channel used for the booking (website, partner platforms, direct reservation, etc.).
In other cases, particularly for stays exceeding the indicated duration or for specific uses, a special contract will be established between the Client and the Operator, which shall take precedence over these GTC.
It is expressly stated that the Apartments may not, under any circumstances, be used as a primary residence, whether for professional, personal, medical, or other reasons. The Client agrees to maintain a separate primary residence for the entire duration of the stay.
Any professional or commercial activity, regardless of form, is also strictly prohibited within the Apartments.
ARTICLE 2 – RESERVATION
2.1 A reservation of an Apartment with the Operator is only considered final upon receipt of written confirmation from the latter. This confirmation is sent via email to the Client, summarizing the key elements of the booking. For reservations made via the website https://www.nestayparis.com, a confirmation email is sent to the Client. This message outlines the main characteristics of the reservation: selected services, applicable rate, pricing terms accepted by the Client, after-sales service details, any applicable commercial guarantees, and the contact information of the establishment concerned, where the Client may address any complaints.
2.2 The Client acknowledges, prior to any booking, that the reserved services are for personal use and not for professional purposes. Therefore, the Client benefits from the rights attached to the status of consumer. If a reservation is made for purposes falling within the scope of a professional, artisanal, commercial, or liberal activity, these rights may not apply. The Client is solely responsible for selecting services that suit their needs. Consequently, the Operator cannot be held liable for any mismatch in this regard.
2.3 Reservations are strictly personal and may not be transferred, assigned, or resold to a third party, either free of charge or for consideration.
2.4 Visuals (photos, graphics) and descriptions presented on the website, partner platforms, or other media are for illustrative purposes. Although the Operator strives for accuracy, differences may exist (e.g., due to furniture renewal, reconfiguration, or renovations). Such differences shall not constitute valid grounds for complaint by the Client.
ARTICLE 3 – RATES
3.1 Unless otherwise expressly stated, all reservations, regardless of their origin, are quoted and must be paid in euros.
3.2 Rates may vary based on several parameters, such as booking date, arrival date, stay duration, or the category of the reserved Apartment (studio, one-bedroom, etc.).
Rates are quoted per night and per Apartment, for the chosen period and duration, regardless of the number of occupants (within the allowed maximum capacity).
The rate includes private use of the Apartment and covers standard occupancy costs, namely: water, electricity, and heating consumption, as well as taxes in effect at the billing date. However, any excessive water or energy usage will incur additional charges.
The following services are also included:
– end-of-stay cleaning (check-out),
– provision of household linen, including bed sheets, towels, and dishcloth,
– supply of essential hygiene products (hand soap, shower gel, shampoo, conditioner),
– a welcome kit with one bottle of water and one coffee capsule per person.
3.3 Additional services (baby cot, etc.) are not included in the base rate unless explicitly stated at the time of booking. These services may be charged extra if requested by the Client.
3.4 The city tax is included in the displayed price, unless otherwise specified. However, any regulatory changes (increases, removals, or creation of taxes) by the relevant authorities will be automatically reflected in the total price at billing.
3.5 Promotional or indicative rates such as “starting from” prices shown on commercial or online platforms are for informational purposes only, available for a limited selection of dates. They apply solely within the periods and conditions specified.
ARTICLE 4 – GUARANTEES
4.1 A reservation only becomes firm and final if the Client provides a valid credit card covering the entire duration of the stay.
4.2 NESTAY reserves the right to charge the Client’s credit card under the following circumstances:
– total or partial non-payment of the stay;
– failure to pay for ancillary services consumed on-site;
– damage, loss, or theft affecting the Apartment or hotel common areas.
In such cases, the provided credit card may be charged after the Client’s departure, up to the amount indicated on the repair estimate issued by NESTAY or an appointed provider.
4.3 Upon arrival, the Client must present a valid payment method and a valid ID matching the name on the reservation. Failure to provide these documents or guarantee payment for potential damages entitles the Operator to deny access to the Apartment, without refund or compensation.
ARTICLE 5 – PAYMENT OF THE RESERVATION
The provisions outlined in this article apply to all reservations, regardless of the length of the stay.
5.1 For any reservation made on the Operator’s website (https://www.nestayparis.com), payment may be made by credit card or any other means of payment accepted by the Operator, excluding bank checks, which are not accepted due to the risk of non-payment.
5.2 For reservations made under the “Flexible 14 days” rate condition, an advance payment equivalent to one night is required at the time of booking as a guarantee. If payment is not received within the specified time frame, the reservation will be considered unconfirmed and may be automatically cancelled by the Operator.
For all other rate conditions, including “Non-refundable”, “Standard rate” and “Flexible 14 days”, the payment of the stay shall be made in accordance with the payment terms set out in Article 6 of the General Terms and Conditions of Sale.
In the event of a cancellation entitling the Client to a full or partial refund, the Establishment undertakes to reimburse the corresponding amount in full as soon as possible.
5.3 In any case, the total amount of the stay must be paid in full before check-in. Failure to do so entitles the Operator to deny access to the reserved Apartment.
ARTICLE 6 – CANCELLATION / MODIFICATION OF THE RESERVATION
These rules apply to all bookings unless specific provisions were agreed upon in writing at the time of booking (e.g. special rate or third-party platform). Clients are strongly advised to take out personal cancellation insurance to cover unforeseen events.
6.1 – Full Cancellation Terms
- Non-Refundable rate:
• Conditions: No modification or cancellation allowed.
• Fees: 100% of the total amount is charged in case of cancellation. No refund will be granted, regardless of the reason or cancellation date. - Standard rate:
• Conditions: Free cancellation up to 30 days before arrival.
• Fees: 100% of the total amount is charged if cancellation occurs less than 30 days before arrival. No fee beyond this period. - Flexible 14 days:
• Conditions: Free cancellation up to 14 days before arrival.
• Fees: 100% of the total amount is charged if cancellation occurs less than 14 days before arrival. No fee beyond this period.
Pre-ordered additional services involving perishable products (such as cakes, flower bouquets, etc.) are non-refundable if the cancellation occurs less than 72 hours before the Client’s arrival. The full amount will therefore remain due.
6.2 – Partial Cancellation or Modification
Any change affecting:
• stay dates,
• duration,
• apartment type,
• or location (hotel change), is considered a partial cancellation.
Reduction in length of stay may affect the initial rate due to dynamic pricing.
The Operator reserves the right to refuse any reduction if it occurs within 7 days before arrival and may charge the initial full amount as per Article 4.
Extensions are subject to prior agreement and new pricing will apply from the date of the request.
6.3 – Notification Procedures
Any cancellation or modification must be made:
- by email to the Operator (for direct bookings), or
- via the third-party booking platform used.
6.4 – Refunds
Refunds will be processed using the original payment method or another appropriate method chosen by the Operator.
ARTICLE 7 – NON-REFUNDABLE, NON-MODIFIABLE, NON-CANCELLABLE OFFERS
7.1 Some offers are marked “non-cancellable, non-modifiable and non-refundable.” These conditions override general terms.
7.2 Booking a fixed-rate offer requires full payment of the total amount of the stay, in accordance with the terms set out in Article 5.
If payment is not received within the specified time frame, the reservation will not be considered confirmed and may be automatically cancelled by the Operator.
7.3 These offers, granted at a preferential rate, cannot be modified or canceled. Any such request will be rejected, regardless of timing.
Cancellations or unused stays will result in a 100% charge.
Complementary services (breakfasts, options, etc.) will not be refunded even if not used.
7.4 In case of no-show, the full amount of the reservation is retained as a penalty without any deferral or refund.
ARTICLE 8 – CHECK-IN AND CHECK-OUT
8.1 Check-in is available from:
• 3:00 PM at NESTAY Sentier,
• 4:00 PM at NESTAY Les Halles.
Access requires presentation of a valid payment method and government-issued ID. Otherwise, access may be denied without refund.
8.2 Check-out must be completed by 11:00 AM on the departure day. Late check-outs may be charged as an extra night unless agreed upon in writing.
ARTICLE 9 – OCCUPANCY RULES
9.1 Each Apartment has a defined maximum capacity that must not be exceeded for safety reasons. No extra beds allowed.
9.2 All children, including infants, count towards this maximum.
9.3 Exceptionally, a baby bed may be provided (under 2 years), upon reservation and availability.
9.4 The Apartment is strictly for the use of the individuals listed in the reservation. Subletting, lending, or transferring to third parties is strictly prohibited.
ARTICLE 10 – MINORS
NESTAY Apartments are not classified as Youth or Holiday Centers (per French Decree 2002-883).
10.1 The Operator may refuse access to unaccompanied minors under 18, even with a reservation. Such bookings will be canceled without refund.
10.2 Stays are free for infants under 2 years staying with parents, if declared during booking. Baby equipment can be provided on request, subject to availability.
ARTICLE 11 – PERSONAL DATA
11.1 When booking a stay in one of the Operator’s Apartments, certain personal data is collected and processed. This information is necessary to register and confirm the reservation. It may also be used to better understand the Client and share information on the Operator’s products and services. Without this data, the reservation cannot be completed.
11.2 The data collected is intended for the Operator and its service providers. It may be transferred outside the European Union, notably for booking management or file monitoring, as part of pre-contractual measures or in accordance with CNIL authorization.
11.3 The Operator, as data controller, uses the data for commercial management, billing, debt recovery, marketing, customer relations, statistical purposes, and satisfaction surveys.
11.4 In accordance with current legislation, the Client can view the Data Protection Policy at https://www.nestayparis.com. They also have the right to access, rectify, object, and define post-mortem data processing instructions. These rights can be exercised by contacting: [email protected] or by mail at:
Personal Data Management Service
NESTAY Sentier
158 Rue Saint Denis, 75002 Paris – France
11.5 Regarding telephone solicitation, the Client may register on the BLOCTEL opposition list at www.bloctel.gouv.fr.
ARTICLE 12 – CARDS AND SUBSCRIPTIONS
12.1 The benefits, discounts, or special terms linked to the Operator’s loyalty or subscription cards are valid only for reservations made at their own Apartments. They cannot be combined with other offers or promotions.
ARTICLE 13 – HOUSE RULES IN THE APARTMENTS
13.1 An internal regulation is available in each Apartment. The Client is deemed to have read and accepted it upon arrival.
13.2 The Client agrees to maintain the condition of furniture and equipment and to report any issues or defects. To avoid inconvenience, the Operator recommends that the Client:
- securely close all windows before leaving the Apartment;
• ensure that all water taps in bathrooms and kitchen are turned off properly;
• verify that the front door is locked before leaving the premises.
13.3 The Operator may access the Apartment for cleaning, inspections, or safety reasons.
13.4 Pets are not allowed. However, service dogs assisting individuals with disabilities are permitted inside Appartements, in accordance with the law of July 10, 1987.
13.5 Smoking is strictly prohibited inside Apartments and in the building’s common areas.
13.6 The organization of parties, events, commercial activities, or any form of compensated sexual activity, whether private or open to the public, is strictly prohibited within the Apartments.
13.7 The Client agrees to behave responsibly and respectfully, particularly regarding neighbors. Noise is prohibited between 10:00 PM and 8:00 AM.
13.8 Wi-Fi is available in the Apartments. The Client agrees to use it legally and responsibly. Any unlawful use to share copyrighted content (films, music, software, games) without permission is a criminal offense (Article L. 335-3 of the French Intellectual Property Code), punishable by up to 3 years’ imprisonment and a €300,000 fine. The Client must also follow the provider’s security policy and avoid interfering with protective measures.
13.9 In case of violation of the house rules, the Operator reserves the right to terminate the stay without refund.
13.10 The Operator is not liable for any forgotten or lost personal belongings after the Client’s departure.
ARTICLE 14 – APPLICABLE LAW AND REGULATIONS
14.1 These GTC and all services provided by the Operator are governed by French law. This applies to both substance and form, without prejudice to international private law provisions.
14.2 The Client expressly acknowledges that residential lease laws do not apply to this contract, including the right to remain in the premises. The Client also agrees not to establish residence at the Apartment’s address, for personal, tax, or professional reasons, and is strictly prohibited from subletting, lending, or transferring the property. 14.3 As required by law, a police form may be requested upon arrival. It must be kept for six months and may be provided to law enforcement if requested. A valid ID will be required during online check-in to determine if this formality applies. A secure link will be provided for submitting a copy of the ID.
ARTICLE 15 – AFTER-STAY SERVICE
15.1 Our team remains available during your stay to answer questions, address complaints, and resolve issues promptly to ensure a pleasant experience. Please contact them on site for any assistance.
15.2 If you wish to submit a complaint after your stay, please do so within two (2) months of departure using one of the following methods:
- by registered mail with acknowledgment of receipt to:
NESTAY Sentier – 158 Rue Saint Denis, 75002 Paris, France - by email at: [email protected]
To ensure prompt and effective processing, please include the following information:
- name of the person who made the reservation,
- reservation number,
- stay dates and location,
- apartment type, and any relevant documents or proof.
Prompt reporting significantly facilitates resolution under the best possible conditions.
ARTICLE 16 – ACCOMMODATION CHANGE
16.1 If the originally reserved Apartment is unavailable (e.g., force majeure), the Operator may offer replacement accommodation of equivalent category and quality, subject to the Client’s prior agreement.
16.2 Any additional costs resulting from the change will be fully covered by the Operator.
ARTICLE 17 – ACCEPTANCE AND APPLICATION OF THE GENERAL TERMS AND CONDITIONS OF SALE
Booking a stay with the Operator implies full acceptance of these GTC. Any reservation made via https://www.nestayparis.com or its mobile versions requires prior, express, and unconditional acceptance of these GTC and the specific pricing terms related to the chosen offer. This acceptance is necessary to validate the reservation and cannot be separated from the booking process. The Client may save or print the GTC using standard browser or computer tools.
17.1 These GTC remain in effect as long as they are available online at https://www.nestayparis.com. The Operator reserves the right to amend or supplement them at any time. Any new version will apply immediately to bookings made thereafter.
17.2 In case of conflict between the GTC and specific terms related to a special rate or separate contract, the specific terms will prevail.