B&B Hotels would like to thank all of its guests who, through their reviews, contribute to the continuous improvement of the check-in experience and the services offered by the hotels in the B&B Hotels network.
Please read these Terms of Service carefully before using the “Customer Reviews” application.
The “Customer Reviews” application is operated by SAS B&B Hotels with a share capital of 16,318,236.88 euros, registered with the Brest Trade and Companies Register (France) under number 378 047 500, and with headquarters located at 271 Rue du Général Paulet, 29200 Brest, France (“B&B Hotels” or “we”).
The present Terms of Service define the legal framework that determines access to the “Customer Reviews” application and its use. Access to the “Customer Reviews” application and its use are subject to acceptance of these Terms of Service. We may modify these Terms of Service at any time. You will be informed in the case of a modification. B&B Hotels reserves the right to modify, suspend or remove, at any time and for any reason whatsoever, the “Customer Reviews” application.
By accessing or using the “Customer Reviews” application, you agree to be bound by and to comply with these Terms of Service and any modifications in effect at the time of your connection. If you do not agree to these Terms of Service, please do not access and do not use the “Customer Reviews” application.
The “Customer Reviews” application is available to customers of the B&B Hotels that participate in this application, are located in France and are on the list appearing below. These Terms of Service specify the liabilities of the user customers (hereafter the “User(s)”), in accordance with the legislation in force, in order to allow for an appropriate and optimal use of this application.
B&B Hotels offers its customers the possibility of leaving reviews of and communicating with the hotels located in France in which they have stayed. The service includes the possibility, following a stay, of giving a review of a participating hotel, or having the possibility of a correspondence with the hotelier. This service does not include the provision of Internet access, the provision of a mailbox, nor the hosting of webpages.
Except in the instance of an unforeseen technical issue, access to the “Customer Reviews” application is available 24 hours a day.
Use of the “Customer Reviews” application
2.1 User Obligations
B&B Hotels sets forth principles and rules regulating the collection, moderation and reproduction of reviews with which Users must comply in order for their opinions to be accepted and published.
By writing and submitting, the User certifies that this review reflects the lived experience of their stay and their authentic point of view of the concerned hotel in the review, that they are not tied personally or professionally to the hotel and that they have not received any compensation, financial or otherwise, from the hotel to write this review.
By using the “Customer Reviews” application, the User acknowledges that they:
have the legal capacity to abide by these Terms of Service; and that they
are over the age of 18 or have reached the age of majority in force in the country where they reside or of which they are a citizen.
All the customers who have booked and then stayed in one of the hotels operated by B&B Hotels located in France and participate in the “Customer Reviews” application have the option of submitting a review or communicating with the hotelier.
The User acknowledges that they are fully aware that the reviews they submit must correspond to the personal experience of their stay and are likely to be published on the B&B Hotels website as well as on any other electronic communication platform owned or operated in the name of and on behalf of B&B Hotels such that the reviews must be free of limitations of dissemination and reuse, the act of submitting a review carrying, where appropriate, the willing transfer to B&B Hotels or its agents of all rights of reproduction, representation, adaptation, translation and dissemination for the entire duration of intellectual property rights protection without limitation to territory.
When publishing customer reviews and hotelier responses on the B&B Hotels website, the identity of the customer will remain anonymous. Only the first name and surname initial will be displayed, following the format of “Martin D”.
2.2 Collection of reviews by B&B Hotels
The submission of a review by a customer will not engender any compensation, financial or otherwise, from B&B Hotels in exchange for the submission of said review.
To access the “Customer Reviews” application, a few hours after leaving the hotel, the User receives an invitation by email to submit a review at the personal email address that they provided when making their reservation. In the event that the User client stays in several B&B Hotels establishments over a period of one month, they may only submit one review of a single hotel in which they have stayed.
In order to display recent and relevant reviews, the link inviting the customer to submit their review can only be used over a limited period of 30 days. After this period, the customer will no longer be able to compose a review via the “Guest Review” application.
2.3 Moderation of reviews
The “Customer Reviews” application is subject to automatic moderation tools. B&B Hotels reserves the right to not publish or to remove definitively and without notice, reviews that would violate the rules of these Terms of Service. This option is not exclusive of the possibility for B&B Hotels to suspend or cancel access to the “Customer Reviews” application provided for in the article “suspension/termination of access to the “Customer Reviews” application”.
As the moderation is not able to detect all illicit content and in particular content infringing the rights of third parties, the Users indemnify B&B Hotels from and against any suit or claim following the publication of reviews which would prove to be illicit. The “Customer Reviews” application should not be used as or considered a social network or dating platform. In that sense, any exchange or attempt to exchange contact information will be considered contrary to the rules of use outlined below, and forming an integral part of these Terms of Service.
As the moderation is not able to detect all illicit content and in particular content infringing the rights of third parties, the Users indemnify B&B Hotels from and against any suit or claim following the publication of reviews which would prove to be illicit. The “Customer Reviews” application should not be used as or considered a social network or dating platform. In that sense, any exchange or attempt to exchange contact information will be considered contrary to the rules of use outlined below, and forming an integral part of these Terms of Service.
As part of the standardisation process of our customer reviews (a posteriori moderation or follow-up surveys) B&B Hotels reserves the right to contact the customer or the User by email to verify the authenticity of the review.
B&B Hotels provides Users with a link, on its digital platforms, to report a review. The “report a review” link is located on the review in question or through the contact form on our website (section 5).
2.4 Rules of use
Each User is legally liable for the use they make of their access to the “Customer Reviews” application. Any access made with the name and email of a User, via the invitation sent to them after their stay, is deemed to have been made by the User in question corresponding to that stay, as a B&B Hotels customer and under the sole liability of that User. With regard to the use of their access to the “Customer Reviews” application, the User is prohibited from usurping, using, transmitting or collecting any personal data and in particular any data that is prohibited, illegal, unlawful contrary to morality or public order and infringing or likely to infringe on the rights of third parties, intellectual property rights included.
B&B Hotels reserves the right to delete a review that does not respect these guidelines.
Reasons for rejecting a review
Publication and reproduction of reviews
Notices are published on the www.hotel-bb.com website and mobile applications within a maximum of 72 hours after the notice is submitted.
Notices will be displayed for a period of 24 months after their publication. Reviews are displayed by default from most recent to least recent.
An overall score is displayed for each notice. It corresponds to the score entered for the stay as a whole (Global Score).
The overall hotel score (Global Score) is calculated using a special algorithm to evaluate a hotel. The most recent customer reviews are given more weight. The calculation is based on data from the last 24 months from all sources. This overall score displayed is the actual score. It is matrixed by circles:
Examples :
Reporting review abuse and withdrawal from publication
A User or a customer may report a review published on the “Customer Reviews” application as abusive if they judge its contents to be such.
Customers or Users have the opportunity to request the modification/deletion of their review or that of a third party by requesting such through the dedicated link accompanying each review.
All changes or replacement of reviews lead to a new moderation process.
At the request of a hotelier, a review may be required to be withdrawn from publication if it does not comply with these Terms of Service. In all of these cases, the author of the review will be notified.
Commitment and liability of B&B Hotels
B&B Hotels reminds that the Internet is not a secure network. In such circumstances, it is contingent upon the User to take all appropriate measures to protect their own data and/or software from contamination by possible viruses circulating on the Internet or the intrusion of a third party in their computer equipment for any purpose whatsoever, and to put the usual safeguards in place on their equipment.
B&B Hotels employs the means available to it to ensure access to the “Guest Review” application but it can not guarantee the constant throughput, which depends specifically on the number of connected Users.
B&B Hotels is not liable for the content accessible via the Internet network and for any damage that may result from its use.
B&B Hotels cannot be held liable for the use of data or information that the User has put on the Internet through the “Customer Reviews” application.
B&B Hotels accepts no liability for the consequences of fraudulent, abusive or excessive use of the “Customer Reviews” application such as its intentional or involuntary congestion or the sending to the User of emails or indiscriminate direct mail advertising via the information which may have been collected by a third party from the “Customer Reviews” application.
In no event will B&B Hotels be liable to repair the direct and/or indirect damages, material and/or immaterial, suffered by the User and/or third parties due to their use of the “Customer Reviews” application.
Liability of the User
The User is solely liable for any direct or indirect damage, material or immaterial, to any person that they cause as a result of the use of this application.
Suspension/termination of access to the application
B&B Hotels reserves the right to suspend or terminate a User’s access to the “Customer Reviews” application at any time, particularly in the event of the User’s breach of any of their obligations, the rules of use and especially in case of piracy, unlawful use or dissemination of messages contrary to public order or morality whose origin are from or are caused by the User’s account, and this without its liability being invoked and without the User being entitled to claim any compensation or reparation.
In addition, B&B Hotels, at the request of third parties or any relevant authorities, reserves the right to suspend or terminate a User’s access to the “Customer Reviews” application without its liability being invoked and without the User being entitled to claim any compensation or reparation.
Log file
The use of the “Customer Reviews” application generates, on the occasion of its use, a historical record of the reviews published by Users. These files are used for technical purposes. They are essential to the systems’ administration. They serve to address the malfunctioning of services or information systems used.
In the context of judicial proceedings, this information must be made available to the courts “for the purposes of the investigation, detection and prosecution of criminal offenses”. An extract of these files may be linked to the database of the concerned Users.
Depending on any changes to the legislation, additional information may be archived. The Users will be immediately notified.
Cookies
The User is informed that when using the “Customer Reviews” application, information about the navigation of their terminal (computer, tablet, smartphone, etc.) on this application are likely to be recorded in “cookie” files installed on their terminal, subject to the choices they have made regarding cookies through the settings of their browser software.
Only the issuer of a cookie may modify or read the information contained therein.
The configuration of the browser software allows for either the automatic storing of cookies on the terminal, or their systematic rejection, or their storing or rejection according to the issuer.
The configuration of the browser software also offers the ability to accept or refuse a cookie each time before it is saved on the terminal. Each browser’s configuration for the management of cookies is different.
It is described in the help menu of the browser which specifies the manner in which it is possible to modify the settings.
For the Mozilla Firefox browser, select the “Tools” menu then “Options”, click on the “Privacy” icon, locate the “Cookies” menu and select the options that best suit your preferences.
For the Microsoft Internet Explorer browser, choose the “Tools” menu then “Internet options”, click on the “Privacy” icon and then use your cursor to select the desired level.
The User is informed that they will no longer be able to benefit from certain functionalities necessary to navigate certain areas of our “Customer Reviews” application if they refuse the storing of cookies on their terminal or if they delete the ones already saved there. This will be the case if the User customer attempts to access content or services that require identification.
B&B Hotels accepts no liability for the consequences related to the degraded functioning of the “Customer Reviews” application resulting from the impossibility of storing or accessing the cookies necessary for its operation and which have been rejected or deleted.
Confidentiality
When you access and use the “Customer Reviews” application, we collect and process, to the extent permitted by law, the personal data you provide to us (your name, date of birth, email address, booking details, etc.) or that are generated as a result of your access to the “Customer Reviews” application and its use. For more details on how we collect and process your personal data, see our Privacy Notice, available at: https://www.hotel-bb.com/en/privacy-policy.
Self-sufficiency of the provisions, non-renunciation
The provisions of these Terms of Service are self-sufficient.
If any of these provisions is declared void following a court decision, or unlawful or requiring modification following a decision of a national authority, in whole or in part, it shall be removed to the extent necessary, with the understanding that this nullity will not affect the other provisions of the Terms of Service, which will remain in force.
The fact that the User or B&B Hotels does not exercise any of its rights under these Terms of Service does not constitute a waiver of any right and its exercise.
Applicable law
These Terms of Service are governed by French law. Unless otherwise provided for by a mandatory legal provision in force that may apply to the User, any dispute relating to the validity, implementation and enforcement of these Terms of Service is subject to the exclusive jurisdiction of the courts of Brest (France), with all rights reserved however to file a petition in any other court of competent jurisdiction.
Penalties
The User who contravenes the previously defined rules is liable to the suspension of their access to the “Customer Reviews” application as well as to the legal proceedings provided for by the laws and regulations in force.
Entry into force
The present Terms of Service for the “Customer Reviews” application are applicable and considered as accepted by the User upon validation of the notice by the User.
B&B Hotels reserves the right to modify these Terms of Service at any time.
Last updated on August 21, 2018.