Frequently asked questions

A travel agency. MyConciergeHotel SAS is IATA-registered, APST member with professional financial guarantee, and subject to the French Tourism Code. Our business is regulated — unlike a platform doing pure intermediation. Your payments are protected in case of agency failure by the APST guarantee.

IATA is the global airline association — IATA accreditation lets an agency issue tickets and book via GDS (Amadeus, Sabre, Travelport) at negotiated net rates. APST is the French professional solidarity association for tourism, financially backing customer payments in case of agency failure.

Independent editorial selection on 8 cross-referenced criteria: Atout France (Palace, 5★), Michelin Keys, dining Michelin stars, Forbes Travel Guide, author collection membership (Relais & Châteaux, LHW), verified Amadeus reviews, MyConciergeHotel internal audit, and editorial signature. See /le-concierge/editorial-method for detail.

No, ever. Our revenue comes from booking commissions (IATA standard), identical from one hotel to another. Refusing pay-to-play is our strongest commitment.

A proprietary editorial signature: each hotel page ends with 60-110 words delivering a concrete operational secret (signature room number, hidden table, access, optimal timing). Information no general guide or aggregator publishes. Our USP.

Yes — 8 countries are published with editorial guides (Italy, Switzerland, Morocco, UAE, Maldives, Thailand, Japan, USA). Our Amadeus network covers 950,000 hotels worldwide — beyond the editorial catalogue, any listed property can be booked on concierge request.

See the full guide on /le-concierge/how-to-book. In summary: find the hotel → pick your dates → select a rate → pay by secure card → instant confirmation (Amadeus mode) or within 24h (concierge mode for non-GDS hotels).

Amadeus mode: instant (PNR + voucher email within seconds). Concierge mode: within 24 business hours, usually 4-6h during office hours.

Yes — at checkout, you indicate the actual traveller's name (different from payer). The hotel receives the traveller's name for check-in. The payer receives the invoice and confirmation.

Valid ID (ID card, passport) in the traveller's name. The payment card is not systematically requested but some hotels may ask — your confirmation states it.

Yes — enter the number of adults AND children at checkout. Policies vary by hotel (rollaway, family room, age supplement). A room declared 2 adults cannot accept an undeclared child without the hotel's agreement.

No. We access Amadeus GDS net rates, identical to the hotel's public published rate. No commission added. Our non-affiliated comparator transparently shows Booking, Hotels.com, Expedia rates — you see the delta directly.

Bank card (Visa, Mastercard, American Express) via secure Amadeus Payments iframe — PCI-DSS level 1, 3D-Secure 2 mandatory. For payments > €5,000, bank transfer on concierge request. No cheque or cash.

On request for stays > €5,000: 30% deposit at booking, balance 30 days before arrival. For lower amounts, 3 or 4 instalments with no fees via Apple Pay / Google Pay available at some hotels — option appears at checkout if eligible.

To guarantee transparency. On every hotel page, we display public rates (incl. tax in EUR) of Booking, Hotels.com, Expedia for your selected dates — sober text, no affiliate link, no logo. You immediately see the delta with our net GDS rate.

No. The tourist tax is due to the hotel on arrival, per the French General Tax Code (varies €0.20-5 per person per night per city and category). The rate displayed on our site is incl. tax but excl. tourist tax — the hotel adds it to the final bill.

See /le-concierge/loyalty for full detail. In summary: Essential tier (free, automatic on Little Hotelier — breakfast, late check-out, credit) and Prestige tier (subscription — upgrade, airport transfer, confirmed late check-out at 4pm). Stacks with chain programmes.

Yes — attach your chain loyalty number at checkout. Points are credited by the hotel after the stay per the programme's terms — often reduced compared to a direct booking on the chain's website (agency standard).

No, free for life. No nights threshold, no membership card. Automatically activated at account creation + first booking on a Little Hotelier hotel.

In preparation (ADR-0005). Exact annual rate, sign-up flow and scope to be published at launch. Sign up to the newsletter on /le-concierge to be notified.

Per the cancellation policy of the chosen rate (explicit at booking and in your confirmation). Flexible rates: free cancellation up to 24-48h before arrival. Early-bird rates: non-refundable. Cancellation handled from your MyConciergeHotel account or by your dedicated concierge.

Per the rate's terms. If flexible, free change (subject to availability at the new rate). If non-refundable, free change sometimes possible with equivalent date swap — otherwise cancel + new booking.

The 24/7 emergency number is communicated in your confirmation. For critical issues (safety, overbooking, major breakdown), an on-call advisor replies. For non-urgent topics (room preference, extra request), email your dedicated concierge at the address shown in your confirmation.

Document the facts (photos, email to hotel management during the stay) and write to your concierge within 30 days after departure. Our concierge negotiates a commercial gesture with the hotel (partial refund, complimentary stay). In case of failure, escalation to the Tourism and Travel Mediator (MTV) — free.

On request at booking or via your dedicated concierge. Late check-out at 2pm offered Essential tier (subject to availability), 4pm confirmed Prestige tier. Early check-in remains subject to room availability.

Document (photo of invoice if breakfast charged when it was supposed to be offered) and report to your concierge within 7 days after departure. Our concierge gets the direct refund from the hotel or applies a MyConciergeHotel credit usable on your next stay.

On /compte/inscription — email + password, email-link validation. The account is free, no commitment. It lets you activate Essential tier, save favourites, retrieve booking history, and exercise your GDPR rights.

From each hotel page, click the heart icon to add to favourites. Find the list on /compte/favoris. Synced across devices via your connected account.

Write to dpo@myconciergehotel.com specifying your request (access, rectification, deletion, portability, objection). Reply within 30 days per GDPR. Complete account deletion is also available from /compte ("Privacy" section).

On /compte/mot-de-passe-oublie — enter your email, receive a secure link valid 24h. Click and set a new password. If you don't receive the email, check spam or contact the concierge.

At account deletion, your personal data is erased within 30 days. Accounting proofs (booking invoices) remain archived for 10 years per legal obligations — but no longer linked to your identity (anonymised).

Hashed passwords (Argon2id), 2FA via TOTP recommended at activation, HttpOnly + SameSite=Strict cookies, CSRF token on every action. Annual OWASP audit. In case of incident, notification within 72h per GDPR.

Tick preferences on /compte ("Notifications" section): monthly newsletter, opening alert, Prestige launch, partner events. Unsubscribe in one click from each email. No address sale to third parties.

Three channels: phone +33 1 84 60 95 50 (Mon-Sat 9am-7pm), email contact@myconciergehotel.com (within 24 business hours), form on /le-concierge/contact. For an emergency during the stay, see the on-call number in your confirmation.

Contact us on /le-concierge/contact or by email at contact@myconciergehotel.com. Our concierge replies within 24 business hours. If your question is recurring, we'll add it to this FAQ — updated monthly.