relais chateaux terms and conditions 2013
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Relais Chateaux Terms and Conditions 2013TRANSCRIPT
2012 / 2013
Relais & Châteaux
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Contents
Who are we?
What is Relais & Châteaux? ..................................p.3
Member properties around the world .....................p.4
Our Ideals ..............................................................p.5
Relais & Châteaux brings you ...............................p.7
Relais & Châteaux brings you guests and awareness
Return on Investment ............................................p.9
Return on Emotion .................................................p.11
Relais & Châteaux guarantees quality ..................p.13
Relais & Châteaux embodies a family spirit ..........p.15
Relais & Châteaux tomorrow .................................p.17
Terms and Conditions of Admission .......................p.19
Financial conditions ................................................p.27
Fees and commissions of the Central reservation..p.30
Wh
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515 Members in 60 countries
Hotel-Restaurants “Grands Chefs”
160 Grands Chefs
71 stand-alone restaurants
30 rooms on average
22,000 employees
What is Relais & Châteaux?
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All our members are attached to a delegation, supported by a subsidiary whose task is to promote and assist members on the regional level.
All around the world, unique in the world
France: 138 Europe without France: 208
Asia & Oceania: 41 Africa & Middle East: 28 South America: 22
North America: 78
International Head Office
Paris - France
International Offices
New York - USA
London- United Kingdom
Frankfurt - Germany
Brussels - Belgium
Geneva - Switzerland
Barcelona - Spain
Milan - Italy
Cape Town - South Africa
Tokyo - Japan
Sydney - Australia
Bangkok - Thailand
General Sales Agents
Mexico City - Mexico
São Paulo - Brazil
Buenos Aires - Argentina
Moscow - Russia
Mumbai - India
Shanghai - China
Hong Kong - China
Sydney - Australia
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Member properties around the world
Wh
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Our Ideals
Just as the 5Cs (Courtesy, Charm, Character, Calm, Cuisine) define our
Quality Charter, we have identified Five Ideals that capture the essential
spirit of Relais & Châteaux.
These Ideals have been beneath the surface of our Association since its
inception.
“The Relais & Châteaux Art de Vivre is all about discerning what can’t be
seen, but felt. »
Michel Guérard – Les Prés d’Eugénie (France)
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FELLOWSHIP
To be a member of Relais &
Châteaux, one must have a
certain character and spirit that
stands behind and enlivens the
quality of the hotel or restaurant.
And one must want to be among
others who share these passions.
This is the Ideal of Fellowship. As
different as we may be from one
another, we recognise in each of
us the true spirit of hospitality, the
spirit of Relais & Châteaux.
PERSONAL GENEROSITY
As we continually tell and re-tell
our story, the heart and soul of
Relais & Châteaux must always
emanate from what some call th
Soul of the Innkeeper.
“Innkeeper“ is a somewhat old-
fashined term but we embrace it
as a symbol of the personal touch
that is in danger of being lost in
our time. A Relais & Châteaux
innkeeper is one whose life is
inseparable from their hotel or
restaurant, who behaves with
generosity in sharing what they
do with others and who inspires
staff to embody passion,
generosity and pride to the same
extent.
SENSE OF PLACE
Relais & Châteaux is about
people and it is about places.
Most distinctively and most
crucially it is about people in
places. The third Ideal of our
association ensures that the
people who come together in
such places fully appreciate
where they are. Our places in the
world celebrate where they are,
so that those who arrive know
they have been somewhere
special.
HARMONY
The deep yet familiar rituals of
hospitality can awaken the
senses and bring our fill
awareness to a place and to our
companions. Any ordinary
moment can become a true
celebration. But every detail of
service and the environment must
be aligned to a single harmonious
expression, and this Harmony is
our Ideal.
BEING
There is an art to living. It is
perhaps the simpliest to all arts
and the one most difficult to
master. Yet we know that it is the
art that our members, each in
their own unique way, practises.
Their canvas is themselves, their
properties, and the guests who
accept their own lives. Our art de
vivre inspires an Ideal of Being.
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Wh
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Relais & Châteaux brings you ...
Guests Awareness
Quality Family Spirit
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60 countries
515 member properties
36 new members in 2013
19 new grands chefs in 2011
12,796 rooms
22, 000 staff members
€1.2 billion sales revenue total for all our properties
more than
€17.8 million of gift certificates sold
12 subsidiaries around the world
550,000 unique visitors per month to www.relaischateaux.com
600,000 Guides distributed In 6 languages (French, English, Italian, Spanish, German and Mandarin)
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75 000 Iphone downloads
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Return on Investment
Feedback of two new members 2010 on the summer season
“Also thanks to our membership with Relais & Châteaux our occupancy has increased by 50%
compared to summer last year.”
Hertelendy Kastely - Hungary
More than $1.9 million revenue after only 6 months in the Central Reservation System.
Hotel Raphaël - Rome (City Hotel), Italy
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Figures from two North American members (City Hotels)
$2.1 million revenue from 1st July 2009 to 30th June 2010 from the Central Reservation System.
Wedgwood Hotel and Spa - Vancouver, Canada
$2.25 million revenue from 1st July 2009 to 30th June 2010 from the Central Reservation System.
Auberge St Antoine - Québec, Canada
Feedback of two new members
Figures from two North American members (City Hotels)
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SynXis Central reservation System
CRM
Database of guests/prospects with 300 000
contacts & 230 000 e-mail addresses
Club 5C
11,550 Club 5C members, average
15 nights per year, special events at your
property
American Express
A brand in affinity with R&C, attracts new
guests, preferential rate negotiated with
American Express
Press and media relations
14 press offices around the world, press
coverage of €15.3 million.
Guide
600 000 copies, 4 million readers
6 languages : French, English, German,
Spanish, Italian and Mandarin
Richard Gere Ambassador
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USA 27%
France 17%
United Kingdom
13%
Canada 7%
Germany 6%
Switzerland 5%
Italy 4%
Spain 3%
Belgium 2%
Brazil 2%
Others 14%
TOP 10 Reservations origins – 2010/2011
(Source SynXis)
R&C reservations
R&C “Reservation” and R&C “Certificates” generate
€86.7 million for 400 properties i.e. €216 750 per
property ( increase of 29% for R&C “Reservation” and of
9% for R&C “Certificates”.)
The Roadmaps
350 000 copies: 6 versions
L’Ame & l’Esprit
Our « Art de vivre » Magazine
60 000 copies and 2 versions of
the magazine
1 725 000 readers
www.relaischateaux.com
Available in 6 languages
550,000 visitors per month
www.grandschefs.com
Facebook & Twitter
24 000 fans and growing
Regional posts by our offices
2 000 followers on Twitter
iPhone application
Used every month by 25 000 people
75 000 Iphone Downloads
Additional info:
We organize about 75 events
worldwide per year
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Return on Emotion
Relais & Châteaux is known as a unique collection of charming hotels and gourmet
restaurants around the world. But beyond that, Relais & Châteaux is an association that acts
on behalf of the world’s finest chefs and “maîtres de maison” - people who have devoted their
lives to serving and to offering their guests exquisitely crafted experiences. Relais & Châteaux
is neither a corporation nor a chain; it is a family. We are in the service of our members who are
themselves the proprietors of Relais & Châteaux properties. Our fundamental raison d’être
is to promote the success of our member properties by upholding the values and ideals
that we share. No other hospitality organisation in the world can make such a claim.
“Imagine all the Relais & Châteaux as one, a beautiful library comprised of a collection of
Masterpieces united under a singular title “a celebration of living well”, naturally each author
has his own style and tells his own personal story of “living well” in his own way, in his own
natural and cultural surroundings, his tastes, his passions, but always, always from his heart.”
Olivier Roellinger – Les Maisons de Bricourt
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“For my pleasure, Relais &
Châteaux has been my guide
for more than 25 years.”
Robert Parker
The Wine Advocate (USA)
“Joining Relais & Châteaux
doesn’t just mean economic
benefits but above all pride
in joining a prestigious family.”
Kazunari Nakamichi
new member 2009
Beniya Mukayu (Japan)
THE GUESTS EXPERIENCES
The Soul of the Innkeeper
The Taste of the Land
A Celebration
of the Senses
An Awakening to
« l’Art de Vivre »
A Passport of Friendship
Relais & Châteaux offers you awareness
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Qu
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Relais & Châteaux guarantees quality
“The extraordinary character of Relais & Châteaux is attributable to an unrivalled alliance
of comfort and elegance. The worldwide level of quality achieved by its restaurants offers
gourmets the ultimate in culinary experiences. Nowhere else in the world you will find
such a selection of unique places associated with such refined dining. This is why we
invite all our customers and partners to the Relais & Châteaux hotels and restaurants.”
Archie McLaren – Chairman & Founder, Central Coast Wine Classic (USA)
“Relais & Châteaux is the experience of hospitality and fine dining at its highest level
of excellence.”
Derek Brown – Former Director of the Michelin Guide
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Quality
Membership Services
The same value for unique personalities
Our members share the same values and comply with the same Quality Charter, the Relais &Châteaux Quality Charter, which can not be
dissociated from the unique personality of each property.
The mission of the quality department
The mission consists in highlighting the specific features of each of our members and to assess all of the services through our different
inspection tools :
-Providing anonymous inspections - once every 3 years
A genuine “guest experience” by our team of inspectors followed by a report
-The Client : A daily inspection
Proper Relais & Châteaux Guest comment forms transmitted in real time to the members in order to optimise guest relations ;
followed by quaterly analyses
A recent collaboration with Trip Advisor
-Develop the Network and integrate the best properties
Grow the network not just in quantity but in quality.
Integrate top city properties as the gateway to the world of Relais & Châteaux.
Assure our properties reflect our ideals and deliver on the Unique Guest experiences.
The unique information center
A permanent link with your international office and the different departments of the Association
The staff take center stage
Securing the loyalty of our properties’ staff, promoting their mobility by creating professional “Routes du Bonheur”, attracting the best talents,
strengthening our links with young people are the activities that support recruitments.
Relais & Châteaux Day
The tailor-made training program dedicated to share our values and our guest experiences with our 22,000 properties’ staff all over the world.
Our recruitment site
2,000 adds posted and the possibility to consult daily 700 applications in our library.
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Relais & Châteaux embodies a family spirit
“Dear all,
Many thanks for your welcome during the 36th congress of Relais & Châteaux. It was our first
participation and we were impressed by the quality of your organization.
Also, we appreciated the quality of work done. We will do everything possible to deserve your
trust. It was for us a real enjoyment to discover South Africa and to join the great family of
Relais & Châteaux.”
Le Doge, Casablanca
”Dear President and members of staff,
I have been back from Cape Town for more than a week now and at last I have a minute to
thank you very much for the organization of the International Congress. I would like to express
my special appreciation for all the topics covered during the convention.
I have taken note of the values of the Relais & Châteaux family and I personally undertake to
share them with the entire team of the Relais Santa Croce: let me tell you that we are all very
proud to be a member of Relais & Châteaux!
I can promise you that we will do our very best to be a very active member of the Relais &
Châteaux family.
I would like to thank you again for your support, also on behalf of the Relais Santa Croce team
and remain, with best regards”
Relais Santa Croce, Italy
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Feedback of new members after their first Congress
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International Congress - Cape Town 2010
Expand our fellowship
Activate our “tribe”
Facilitate, strengthen and empower membership
Operate, structure and lead smarter
Delegation Meeting & Networking
Looking boldly towards our future
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To be present in the major cities
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Relais & Châteaux tomorrow
Our goal:
To be the most attractive brand in the field of lifestyle hospitality, dining & travel services for
discerning travelers and passionate hoteliers & chefs
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DISCOVER THE WORLD
2 3
4 5
6 7
CELEBRATIONS
ROMANTIC ESCAPES
PROFESSIONAL
MEETINGS À LA
RELAIS & CHÂTEAUX
FOOD AND WINE
REST AND RELAX
SPECIAL INTEREST
The 7 Guests Promises
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2011 / 2012
Relais & Châteaux Terms & Conditions
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Which status can you apply for ?
In accordance with the provisions of Article 6 of the Articles of Association there are two
membership statuses. A member can have either one of the two or both membership statuses.
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Hotelier-Restaurateur Relais & Châteaux
Chef-Restaurateur « Grand Chef » Relais & Châteaux
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The Key Points
These points are based on extracts from the chapter entitled Conditions and
Procedure of Membership Applications of our Rules of Procedure as well as
the Quality Charter.
1. Any property applying for membership must have been in operation for
at least one year under the same owner-management company and/or
the same general manager of person in charge of the property.
However, the Board of Directors may approve the admission of a candidate
property that fully meets the Association’s admission criteria if said property
has an opening period during which the necessary quality inspections can be
organised.
2. The candidate must comply with the Quality Charter of the Association
(please refer to the annex document) by accepting, more particularly
the founding values of the Association as well as the spirit and soul of
Relais & Châteaux.
3. He may not belong to any competing marketing organisation or hotel
chain of must several membership links to these chains once the
property has been admitted as a member of Relais & Châteaux.
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• Provision of hotel services in conformity with at least the standards of a 4-5-star or equivalent hotel which meets our guests' expectations of excellence. • A high quality gourmet restaurant in conformity with the other services provided by the property and in line with the cultural habits of the country concerned. • The average number of rooms of a Relais & Châteaux property is 30.
Specific terms and conditions
• The Chef-Restaurateur status is granted to the chef intuitu personae within the framework of the property in which he acts • His cuisine must allow him to be recognised throughout situations : - an independent operator of a restaurant - A chef in a hotel member property of Relais & Châteaux • The Grand Chef Relais & Châteaux must be present and demonstrate their personal commitment • The experience of our guests in a restaurant of this category cannot be limited to strict culinary performance. The table art and the restaurant setting must be of the highest standard in terms of the cultural traditions of a country irrespective of the region in the world in which it is located
Hotelier-Restaurateur Relais & Châteaux status
Chef-Restaurateur “Grand Chef” Relais & Châteaux status
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From Application to admission
If a property meets the terms and conditions of admission,
the following membership application procedure has to be followed :
1. PREPARATION OF THE DOSSIER
The Head Office of the Relais & Châteaux Association (58/60 rue de Prony, 75017 Paris, France)
must be sent a membership application dossier including the following :
• A letter signed by the owner setting out the reasons why he wishes to become a member of Relais
& Châteaux.
• A brochure of the property and documents presenting the property (press kit, photos,…),
• The characteristic features of the property mentioned diligently (geographical situation, unique
properties, history of the property,…).
2. VERIFICATION OF THE TERMS AND CONDITIONS
Based on this dossier, the candidate will be informed whether his membership application will be
examined. In the affirmative, he will be asked to send us supplementary documentation, which will
be used to prepare his official membership application file. (Rules of Procedure – Terms and
Procedures of Membership Application)
The application file includes a financial participation for the quality audit of 25 points (please refer to
the financial conditions)
The value of the point which is fixed every year by the Board of Directors is based on a reference
value of € 72.79. The total number of points is multiplied by this reference value..
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3. SELECTION
The follow-up of the application file will be as follows:
• In-depth review by the Board of Directors.
• One or more anonymous and/or official quality audits.
• A summary report.
• An interview with the President to check the commitment
of the owner and the soul of the property, but also to ensure that the candidate intends to comply with the values of Relais & Châteaux.
4. DECISION BY THE BOARD OF DIRECTORS
The Board of Directors decides on the admission or rejection of applications on the basis of the documents in the application file, the
anonymous quality audit carried out and the interview with the President.
The candidates will be notified in writing of the decision taken by the Board of Directors as soon as possible.
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Admission
PRESENTATION
The new members are officially presented at the Relais & Châteaux Congress which takes place
every year in November when the international Guide is published.
CENTRAL RESERVATIONS AND OTHER SERVICES PROVIDED BY THE ASSOCIATION
After his admission, the new member can benefit from all services that the Association can provide
including the Central Reservation and Information Office, the gift certificates and special offers, the
website as well as marketing services taking into account the necessary time for training,
configuration and activation of the information in the different systems of the Association and its
subsidiaries.
PROPERTIES WITH MEMBERSHIP IN OTHER ORGANISATIONS
Properties, which are members of a competing marketing organisation, must send us a copy of their
letter of resignation. Membership of the Association excludes membership in any other hotel
marketing organisation. If the membership contracts signed with these organisations provide for a
period of notice before the resignation becomes effective, which means that the property remains a
member of that organisation during the period of notice, the property will nonetheless have the
possibility of becoming a member of Relais & Châteaux. It will use the period of notice to sever all
membership links to these organisations; this period may not, however, exceed two years. (cf.
Rules of Procedure, Article 8, Rule banning dual membership)
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Admission
THE OWNER GROUPS
Relais & Châteaux is an association of independent properties. Nonetheless, some of our member properties belong to owner groups which must
meet stringent terms and conditions*.
* If you wish to have more details on these terms and conditions, you can consult our Rules of Procedure, Duties of the Members, Article 8.
MEMBERSHIP AND QUALITY AUDIT
Within the framework of a regular quality audit of the services provided by the members all member properties of the Association are inspected at
least once every three years. A quarterly review of guest comment forms and the processing
of guest correspondence are additional quality tracking tools. Failure to comply with the quality criteria as established by these different tools and
procedures can result in a decision by the Board of Directors to exclude a member. This decision may also be taken if the different standards laid
down by the Association are not complied with.
FINANCIAL TERMS AND CONDITIONS
Please refer to the enclosed document for a simulation of your membership fees.
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Financial Conditions
One of the prerequisites to admission is compliance with the Financial Rules of Procedure
of the Association
I. THE CANDIDATE
A financial contribution to the costs of the application dossier, including the quality audit, in the
amount of 25 points.
II. THE MEMBER
1‐An admission fee
Payable within the first year
140 points for a Hotelier‐Restaurateur Relais & Châteaux property.
(i.e.: EUR 10 190.60 without tax)
70 points for a Chef‐Restaurateur « Grand Chef » Relais & Châteaux property
(without rooms) with annual sales revenues of more than € 2 million
(i.e.: EUR 5 095.30 without tax)
35 points for a Chef‐Restaurateur « Grand Chef » Relais & Châteaux property
(without rooms) with annual sales revenues of less than € 2 million
(i.e.: EUR 2 547.65 without tax)
The admission fee may be paid in two instalments during the 12 months
following admission.
2‐A Guarantee Fund contribution
Payable within the first year
25.14 points payable on admission
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3‐A global annual membership fee
Calculation basis for the membership fee
Each hotel property is allocated 108 base points for calculation purposes. (i.e.: EUR 7 861.32 without tax)
a. A Hotelier‐Restaurateur Relais & Châteaux property
Each property with rooms is allocated 4 supplementary points per room and 6 supplementary points per suite or apartment based on the
declarations transmitted through the annual information questionnaire for the next year, as returned by the members for the edition of the
Association’s Guide.
Hotelier‐ Restaurateur Relais & Châteaux member:
Example for a property with 20 rooms and 9 suites:
(108 + 4x20 + 6x9) X 72.79 = EUR 17 615.18 without tax
A Hotelier‐Restaurateur Relais & Châteaux property which has also the Chef‐Restaurateur «Grand Chef» Relais & Châteaux status is
allocated another 15 points
Hotelier‐Restaurateur member and Chef‐Restaurateur « Grand Chef »
Example for a property with 20 rooms and 9 suites:
(108 + 15 + 4x20 + 6x9) X 72.79 = EUR 18 707.03 without tax
b/ Chef‐Restaurateur « Grand Chef » Relais & Châteaux (without room)
A Chef‐Restaurateur « Grand Chef » Relais & Châteaux property whose sales revenues are above € 2 million
(108 + 15) x 72.79 = EUR 8 953.17 without tax
For a « Chef‐Restaurateur Relais & Châteaux » (without rooms), subject to the submission of a declaration of annual sales revenues of less
than € 2 million, the membership fee is reduced to 90 points:
90 x 72.79 = EUR 6 551.10 without tax
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s 4‐An annual delegation fee
The annual delegation fee represents 10% of the value of the global annual membership fee (see
item 3)
5‐ An advance payment on Congress participation fees
All members are obliged to participate in the annual congress during which the general meetings
take place. In this connection every member pays, together with the membership fees, an advance
in respect of the Congress fees which will be deducted from the participation fees.
The advance payment on Congress participation fees is fixed every year by the Board of Directors
and is based on a reference value of 14 points. (i.e.: EUR 1 019.06 without tax)
6‐ Participation in the Media Plan financing
Each year, every member of the Association are requested to participate in the Media Plan
financing. Thanks to that support, Relais & Châteaux obtained advertising space with a value of
more than EUR 3 million in 2009 and EUR 2.6 million in 2010.
a. For a Hotelier‐Restaurateur Relais & Châteaux
The contribution is of EUR 50 per room.
b. For a Chef‐Restaurateur « Grand Chef » Relais & Châteaux (without room)
The contribution is of EUR 350 per property.
All the elements mentioned and invoiced are calculated on the basis
of a number of points.
The value of the point which is fixed every year by the Board of
Directors is based on a reference value of € 72.79.
The total number of points is multiplied by this reference value.
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2011/2012
Fees and Commissions of the Central Reservation System
of Relais & Châteaux
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Fees and Commissions of the
Central Reservation system PROGRAMMING AND MANAGEMENT FEES
1 – Programming fees
For 2010/ 2011: EUR 700 without tax per Member. These fees may be revised annually and will be
shown on the invoices.
2 – Annual management fees
For 2010/ 2011: EUR 600 without tax per Member. These fees may be revised annually and will be
shown on the invoices.
TECHNICAL RESERVATION FEES
Call Centres
7% technical fees (Based on the price of the reservation/stay (rate loaded in the system)
GDS
5 % technical fees based on the price of the reservation/stay (price loaded in the system)
Website Relais & Chateaux (www.relaischateaux.com)
4% technical fees based on the price of the reservation/stay (price loaded in the system)
Online reservation system
(your Member website) Free of charge
Channel Connect
No reservation fees until the end of 2012
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COMMISSION
1) Business provider commission
Call centres, Maisons des Relais & Châteaux
The commission rate for business providers corresponds to the rate defined by the Member in the reservation system. It may not be less
than 8 % per room or 5 % for the packages (reservation without intermediary travel agent).
Relais & Châteaux website (www.relaischateaux.com)
The commission rate for business providers corresponds to the rate defined by the Member in the reservation system. It may not be less
than 8 % per room or 5 % for the packages.
Channel Connect
Commission negotiated in your contract with your partner.
2) As a reminder: commission for general sales agents and travel agents
This commission shall not be invoiced by the Distributor and must be settled separately by the Member.
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Table concerning the amounts to be paid to Relais & Châteaux
1 minimum amounts
There is never any double commission: travel agent commission + Relais & Châteaux business
provider commission; it’s either one or the other.
FINANCIAL FLOWS AND SETTLEMENTS
Voice
(telephone) GDS
Internet
R & C
website
Internet
Personnal
website
Channel
Connect
Reservation fees 7 % 5 % 4 % Free of charge Free of charge
Commission for
travel agents and
business
providers1
8 %
(5 % per
package)
8 %
(5 % per
package)
8 %
(5 % per
package)
If travel agent
8%
(5% per
package)
Commission
negotiated in
your contract
with the partner
BUSINESS PROVIDER
Relais & Châteaux
GENERAL SALES AGENTS
Relais & Châteaux
AND TRAVEL AGENTS
Reservation fees
Invoiced by
Relais & Châteaux Reservations and
transferred to the reservation system
operator to cover technical expenses
Invoiced by
Relais & Châteaux Reservations and
transferred to the reservation system
operator to cover technical expenses
Commission
Invoiced by
Relais & Châteaux Reservations to
cover the marketing activities
Payment directly by the member to
the General Sales Agents of Relais &
Châteaux or the travel agents to
cover the marketing activities.
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