Stayinto, another way to travel

Stayinto is a booking platform for hotels, yachts and experiences. Booking and payment are made on Stayinto.

Stayinto, another way to travel

Stayinto is a booking platform for hotels, yachts and experiences. Booking and payment are made on Stayinto.

1. Definitions and identity

Some terms used in this document have specific meanings. Please consult the "Stayinto Dictionary" in our Terms of Service. Terms of Service. When you book an Accommodation, OPIDUN provides you with the Platform for which it is responsible, but is not responsible for the Travel Experience itself (section 1B). OPIDUN is a société par actions simplifiée (SAS) of droit français, whose registered office is located at 11 rue de Magdebourg, 75016 Paris, France. It is registered with the Registre du Commerce et des Sociétés de Paris under number 100 166 990 R.C.S. Paris and under SIRET number 100 166 990 00018. Its VAT number is FR26100166990. - E-mail : [email protected]

2. How does our service work?

Our service allows you to easily compare and book accommodations offered by various Service Providers: hotels, houses, apartments, villas, chalets and other unique accommodations.

When you make a booking on our Platform, you enter into **a contract directly with the Service Provider** (unless otherwise specified). Stayinto acts as a technical intermediary.

Stayinto is **never a party** to the hosting contract. As such, the obligations associated with the service (quality of accommodation, check-in, on-site services) are the responsibility of the Service Provider. Your contractual remedies are exercised first with him.

The information shown on our Platform is based on the data communicated by the Service Providers and by their management systems (PMS, *channel managers*). We make every effort to keep this data up to date in real time. However, reasonable updating (by way of example, descriptions, equipment or photos) may take up to a few hours.

3. Who do we work with?

Only Service Providers with a contractual relationship with Stayinto are displayed on our Platform. Each of them may otherwise offer Travel Experiences outside of our Platform.

**We do not own any Accommodations.** Each Service Provider is a separate company (or individual) that has agreed to work with us under a partnership agreement.

Before booking, please check the identity of the Service Provider (company name, country of establishment) displayed on the Accommodation page: this
determines the applicable jurisdiction in the event of a dispute regarding the execution of the stay.

Our Platform displays the Accommodations you can book worldwide through Stayinto. Our results page also shows you how many of these Accommodations match your search criteria.

4. What are our sources of revenue?

Stayinto **does not (re)sell** any products or services. Once your stay is completed, the Service Provider pays Stayinto a commission calculated on the amount of your reservation (excluding tourist taxes and additional fees paid on site where applicable).

We do not practice **paid sponsored advertising**: no Accommodation can buy a better ranking or a preferential position in search results. All editorial highlights (e.g. the *"Our favorites "*, *"New releases "* or *"Signature "* collections) are subject to quality and relevance criteria defined by Stayinto, independently of any financial consideration.

5. Our recommendation systems

5.1. Stayinto's use of recommendation systems

Every exceptional establishment deserves to be discovered. We therefore use "recommendation" systems to select, display and rank information on our Platform in order to help you find establishments that we think you might enjoy. For example, you'll find a number of recommendation systems on the home page, including:

- **Hot destinations**: destinations that might be of interest to you, based on bookings made by other travelers with similar searches;
- **Accomodations guests love**: accommodations with excellent review ratings;
- **Looking for the perfect stay?
- **Our favorites - News - Signature**: editorial selections regularly updated by our teams.

Our search results are themselves a recommendation system - in practice, the one our customers use most. See "Default ranking and sorting options" below.

All these systems are based on the following factors:

1. The **information you give us** when you want to book (destination, dates, number of travelers, etc.);
2. Information we have collected based on your **previous interactions** with our Platform (past searches, existing bookings), **unless you unsubscribe from personalized recommendations**;
3. Any other information about your **current interaction** with our Platform, including the country in which you are located;
4. The **performance of an Accommodation** on our Platform:
- its click-through rate (number of people who click on it);
- its gross bookings (number of bookings made);
- its net bookings (gross bookings minus cancellations);
5. Information about an Accommodation's **availability**, **price** and **review rating**.

The relative importance of each factor varies from case to case. It is calibrated to maximize the probability that the proposed list actually corresponds to an establishment in which you would like to book.

5.2. Default sorting and sorting options

Our search results list all Accommodations (hotels, apartments, villas, etc.) that match your search. You can refine the list using the filters. To see all the booking options for an Accommodation, select it.

When your results first appear, they are sorted according to **"Our favorites "**:

- To appear at the top of the page, an Accommodation must perform well on these three dimensions:
- **click-through rate**;
- **gross bookings**;
- **net bookings**.
- These figures themselves depend on many factors: review ratings, availability, cancellation conditions, rates, content quality (photos, description) and other elements.
- The interactions you've had with our Platform also come into play in the rankings, **unless you've disabled personalized recommendations**.

If you wish, you can sort your results differently from our default order, for example:

- **Houses / Entire Apartments first**: houses and apartments appear before hotels and other types of Accommodation.
- **Price (lowest to highest)**: the cheapest Accommodations appear first.
- **Category (descending order)**: Accommodations with the most stars* and/or the highest Stayinto Classification* appear first.
- **Category (ascending order)**: Accommodations with the fewest stars and/or the lowest Stayinto Classification appear first.
- **Best reviews**: Accommodations with the highest review ratings* appear first. We also integrate the **reliability** of the rating (i.e. the number of comments). For example, an accommodation with 1,000 reviews and an average rating of 8.2 may appear before an accommodation with 5 reviews and an average rating of 8.3.
- **Distance from X**: the accommodations closest to a given point (e.g. the city center) appear first. The distance indicated is a distance "as the crow flies".
- **Category + lowest rate**: the Accommodations with the most stars appear first; in each segment (5 stars, 4 stars, etc.), those with the lowest rate appear first.
- **Best rating and lowest rate**: the Accommodations with the highest ratings appear first; in each 0.5 segment (between 10 and 9.5, between 9.5 and 9, etc.), those with the lowest rate appear first.
- **Highest rating and lowest rate**: the Accommodations with the highest ratings appear first; in each 0.5 segment (between 10 and 9.5, between 9.5 and 9, etc.), those with the highest rate appear first.See section "Number of stars, review ratings and Stayinto Classification"

Whichever sorting option you choose, the factors described in "Our favorites" may still have a secondary influence on the results, for example to decide between two Accommodations that would be tied on the main criterion.

5.3. Personalized recommendations

Some of our recommendation systems go beyond your search settings and filters and make personalized recommendations based on your interactions with Stayinto (recommended destinations, nearby destinations, search results).

**If you live in the European Economic Area (EEA), the United Kingdom or Switzerland**, you can change your settings so that our systems do not offer you personalized recommendations:

- On our site (computer or mobile version): select "Manage personalized recommendations" in the footer;
- On our app: select "Manage personalized recommendations" in the account preferences.

We may, however, continue to retain certain information about you in order to provide you with our services (for example, your language preference based on your location).

Your personalized recommendations preference applies on all devices on which you are logged in to your Stayinto account. If you are not logged in, the preference is saved as a cookie and applies only to the current device.

6. Comments

Each comment score ranges from **1 to 5**. We use a **weighted system**: the more recent the comment, the greater its impact on the overall score.

Customers can also give establishments separate **"detailed scores "** for specific aspects of the Travel Experience: location, cleanliness, staff, comfort, facilities, value for money, Wi-Fi connection. These detailed ratings are independent of the overall rating.

You can leave a review for an Accommodation you have booked through Stayinto if you have stayed at the Accommodation or if you have visited but not stayed there. To modify a comment that has already been sent, please contact our Customer Service department.

We have **automated systems** (statistical and linguistic signal detection) and **specialized teams** to detect false comments. We remove any false comments identified and, where appropriate, take action against those responsible. Any suspicious activity can be reported to our Customer Service department and will be investigated.

Ideally, **we publish all comments** we receive - positive as well as negative - unless they violate our Content Standards and Rules.

To ensure that comments are relevant:

We only accept comments if they are sent within **3 months** after the accommodation has been vacated;
We may stop displaying comments **that are more than 36 months old** or when the Accommodation has changed ownership.

A Lodging can **respond** to a comment.

When multiple comments are displayed, the most recent are displayed first by default, subject to other factors (language, presence of text in addition to the rating, etc.). You can sort otherwise, for example:

- Most recent first;
- Oldest first;
- Highest ratings;
- Lowest ratings.

The translations of comments offered on our Platform may be provided by third-party services (e.g. Google Translate). Stayinto does not guarantee the accuracy, reliability or fitness for a particular purpose of these translations.

7. Rates

The rates displayed on our Platform are **established by the Service Providers**. Stayinto may finance, at its own expense, certain rewards or promotional discounts.

When you make a reservation, you agree to pay the Travel Experience rate and all other applicable fees and taxes: tourist taxes, housekeeping fees, options (parking, breakfast, extra bed, pet, etc.). Taxes and fees may vary according to the Provider's country, the type of accommodation and the number of travellers. The tariff description indicates whether these taxes and charges are **included** or **not**.

You will obtain full tariff details at the time of your booking.

Our Platform provides descriptions of all the facilities and equipment offered by the Service Providers based on the information they have provided to us, as well as any additional charges.

8. Payments

You can pay for your booking in **3 different ways**. The method applicable to each booking is clearly indicated before confirmation:

1. **On-site payment**: the Service Provider invoices you directly at the Lodging.
2. **Advance payment to the Service Provider**: Stayinto (or its affiliate) collects your payment details and sends them to the Service Provider, who will debit your account.
3. **Advance payment processed by Stayinto**: Stayinto (or its affiliate) collects your payment and ensures that the Service Provider is remunerated according to the contractual terms.

If you cancel a reservation or no-show, the cancellation or no-show fees, as well as any refund, depend on the **Service Provider cancellation terms** displayed on the Accommodation page at the time of your reservation.

9. Host type

We ask each Service Provider, regardless of location, to tell us whether they are acting as **individual** or **professional host**, according to the definition established by European Union legislation.

If you reside in a country of the **European Economic Area (EEA)**, **Switzerland** or the **United Kingdom**, you may notice in our results that some Accommodations are marked "Accommodation run by a private individual" with an explanatory description. To the best of our knowledge, all other Accommodations are managed by "professional hosts".

This mention has no bearing on taxes, including VAT and any other indirect taxes that relate to added value, sales or consumption.

10. Number of stars, review ratings and Stayinto Classification

10.1. Number of stars

The number of stars is indicated by the display of **1 to 5 stars** next to the establishment's name.

**Stayinto does not assign the number of stars.** Depending on local regulations, it is assigned by the Service Providers themselves or by independent third parties (e.g. official hotel classification bodies). The number of stars assesses the Accommodation according to various criteria - value for money, facilities, services - which we do not define or check ourselves.

However, if we learn that a number of stars is incorrect, we ask the Service Provider to correct it or prove that it deserves it. Failing that, we may remove the posting.

10.2. Commentary notes

Review ratings are indicated by a solid star with a white number between 1 and 5.

**Stayinto does not assign review ratings.** Travelers do.

10.3. Stayinto classification

The **Stayinto Rating** is indicated by the display of **1 to 5 colored markers** next to the establishment's name.

**Stayinto assigns Stayinto Ratings**, to help customers identify the Accommodation that's right for them. Each rating is based on over **400 criteria**, grouped into 5 categories:

1. **Facilities, equipment, services**;
2. **Lodging features** (dimensions, number of rooms, capacity);
3. **Number and quality of photos** imported by the Service Provider;
4. **Average review rating** (and detailed ratings in areas of particular value to guests, such as cleanliness);
5. **Overall historical booking data** (e.g. to weight the number of stars declared).

We use these criteria to feed statistical and machine learning models that automatically calculate a rating between 1 and 5. The Stayinto Classification is recalculated regularly as new data comes in.

11. Help and advice for the unexpected

If you have any questions or unforeseen circumstances, please don't hesitate to contact us. You can do so by accessing your booking, through our app or our Help Center, where you can also find useful FAQs. We process requests as soon as possible, giving the highest priority to the most urgent.

You can help us intervene as quickly as possible by providing, where possible:

- your **reservation number**, your **confidential code**, your contact details and the e-mail address you used when booking;
- a summary of the situation that requires our assistance, indicating **how you would like us to help you**;
- any useful supporting documents: bank statements, photos, receipts, etc.

We'll do our best to help, whatever the problem.

11.1. What happens if the price of a reservation is incorrect?

In very rare cases, the rate displayed on our Platform may be manifestly incorrect. If this happens and you make your booking before we have been able to correct the error, your booking may be **cancelled**. We will then refund any payment made. We will correct any obvious pricing errors as soon as we become aware of them.

11.2. Do we ever remove Service Providers from our Platform?

**Yes.** This may occur if, for example, we discover that a Provider has failed to meet its contractual obligations or that the description of its Hosting is inaccurate and it has made no correction after receiving a request from us.

For more information, see the "What to do if you have a problem?" and "Applicable law and competent bodies" sections of our Terms of Service.

12. Overbooking

Once your reservation has been confirmed, your Service Provider is **obliged to honor it**.

If the Service Provider finds itself "overbooked", it is obliged to find a solution as soon as possible. Stayinto provides guidelines and practical assistance to find you an equivalent alternative.

If the Service Provider is unable to provide you with the reserved option, nor offer you a suitable replacement:

- you will be able to **cancel your reservation free of charge** (with a full refund of any payments made);
- Stayinto can help you find another Accommodation of similar category and rate on our Platform. If this alternative is **a little more expensive**, we will refund you the difference after your stay, upon presentation of the alternative Provider's invoice.

12.1. Refunds

- If your payment was managed directly by the Service Provider, we will arrange for them to refund you as soon as possible.
- If Stayinto managed your payment, we will refund you directly. In most cases, the funds will appear in your account within **5 working days**, from one of the following events:
- cancellation of your original booking;
- verification of the supporting invoice (indicating that you have stayed at another establishment).