General Terms and Conditions of Sale: Belgium

Old PDF Version (June 17, 2025)

Last updated on : October 26, 2026 - This page can be printed at the end.

These General Terms and Conditions of Sale are entered into between, on the one hand, B&B HOTELS BELGIUM, as described in Article 2 herein, and, on the other hand, the recipient of the service, hereinafter referred to as “the Guest.” They define the rights and obligations of the parties in connection with a reservation for services offered by our establishments in Belgium and govern all steps necessary for making, tracking, and cancelling a reservation. 
 

These General Terms and Conditions of Sale apply to all reservations made at our hotels located in Belgium, regardless of the method of reservation. These General Terms and Conditions of Sale are brought to the Customer’s attention and must be accepted by the Customer prior to confirmation of the reservation. 

1. You have not booked a room at our hotels 

For more information about a stay at our hotels in Belgium, you can contact the hotel of your choice directly. 

You can also visit the “Hotels” pages on our website for more information about the selected hotel. 

2. You wish to book a room at our hotels 

The Customer’s reservations for a stay at our hotels in Belgium are made through the companies listed below: 
 

• B&B HOTELS BELGIUM, a limited liability company, registered with the Belgian Central Bank (BCE) under number 0693.764.388, with its registered office located at Place Marcel Broodthaers, 8 - Régus Brussels South Station - 4th floor - 1060 Saint-Gilles (Brussels) (Phone number: +32 (0)4 71 67 67 17 / email address: bel-info@hotelbb.com / account number: IBAN: BE57001833594535) 

   

• B&B HOME BELGIUM, a limited liability company, registered with the Belgian Central Bank (BCE) under number 1011.289.534, with its registered office located at Place Marcel Broodthaers, 8 - Régus Brussels South Station - 4th floor - 1060 Saint-Gilles (Brussels) 

(hereinafter “B&B HOTELS BELGIUM”). 
 

In accordance with the Website’s General Terms and Conditions of Use, available here, it is specified that CASPER BIDCO is an online platform operator and acts solely as an intermediary between the property operators and the customers. CASPER BIDCO is not a party to these General Terms and Conditions of Use or to the reservation of your stay. 

2.1. Guaranteed Reservation 

A reservation is fully guaranteed as soon as the stay is paid for, either directly to the hotel or by providing bank details at the time of booking the stay (unless the bank details provided are invalid). 
 

Providing bank details to guarantee the reservation does not constitute payment for all reserved nights, but authorizes the hotel to charge the bank account provided for the cost of the first night of the reserved stay in the event of a “no-show,” if the reservation has not been canceled in accordance with the terms set forth in Article 4 of these General Terms and Conditions of Sale. 
 

An email containing a reservation number will be sent to the email address previously provided to the hotel for all guaranteed reservations. This reservation number allows the Guest to arrive at the hotel at any time. 
 

In the event of arrival outside the hotel reception’s operating hours, when possible, the reservation number may be entered into the automated room assignment machine (“ARAM”), which will issue (if applicable, after payment for the Guest’s stay) a ticket indicating the room number and access code to the Guest.

2.2. Simple Reservation 

A reservation is considered “simple” when it is made without providing bank details and/or without paying for the stay directly to the hotel. 
 

In this case, the reservation number provided by the hotel allows the Guest to check in for a room outside the selected hotel’s reception hours via the DAC, or to be checked in by the hotel until 6:00 p.m. on the first day of the stay. After 6:00 p.m., the room is automatically made available for sale again if the Guest has not checked in. 

2.3. Promotional Offers and/or Special Offers (“Non-Refundable” Reservations) 

Certain promotional and/or special offers are available exclusively online and cannot under any circumstances be obtained at the hotel’s front desk. 
 

These offers, available on the website, on the B&B HOTELS BELGIUM mobile apps, or on the websites and mobile services of B&B HOTELS BELGIUM’s business partners, are rate offers that cannot be combined with other offers. The specific terms and conditions of each offer (including whether the offer is cancellable and/or modifiable) are expressly disclosed to the consumer on a pre-contractual basis—that is, before the consumer can complete their online reservation—directly within the offers available on the Website. 
 

Unless otherwise stated in the specific terms of the offer in question, online prepayment of the full cost of the stay and any additional services is required to confirm the reservation. 
 

In this case, if the Guest fails to check in on the scheduled arrival date—even if the hotel has been notified by any means—the total prepaid amount for the reservation (including rooms and any additional services) will not be refunded.

2.4. Group Reservations 

A reservation comprising more than ten (10) rooms will be considered a group reservation and may be subject to specific terms and conditions. For any information regarding a group reservation for a stay in Belgium, you may contact the dedicated group services department at B&B HOTELS BELGIUM by sending an email to bel-group@hotelbb.com. 

2.5 Refusal to Accommodate Unaccompanied Minors. 

Unaccompanied minors are prohibited from accessing a room, even if the room has been previously reserved and paid for at the adult rate by an adult.

3. Booking Procedure via hotel-bb.com or the B&B HOTELS Mobile Apps 

The reservation procedure is as follows: 

1. Search for a hotel among the various B&B HOTELS BELGIUM properties listed on the website; 
2. Select the hotel, the dates of your stay (start and end), the number of guests, the type and number of rooms, and the terms and conditions of the associated rate; select any additional services (such as breakfast), unless the additional service is already included in the stated rate; 
3. Review the booking details, the total amount due, and the terms and conditions applicable to the reserved rate (for the room, the rate, and/or any additional services). Provide the contact information for the guest(s); 
4. Review and accept the general terms and conditions of sale, the general terms and conditions of use for the website, the privacy policy, and the terms and conditions of the reserved rate (to adjust your selection, you can return to the previous steps); 
5. Enter your credit or debit card information (only credit/debit cards are accepted; Visa Electron and Maestro cards are not accepted to guarantee the reservation). Accept the general terms and conditions of sale and the specific terms and conditions for the reserved rate, and then confirm your reservation; 
6. B&B HOTELS BELGIUM will acknowledge receipt of your reservation by immediately sending an email to the address provided, summarizing (i) the type of reservation made, (ii) any additional services booked and tourist taxes, (iii) the reservation dates, (iv) the rate, (v) the total amount due and a breakdown of that amount, (vi) the terms and conditions associated with the selected rate (accepted by the Customer), and (vii) customer service information and the address. 

Reservations can be made in various languages, including English, French, and Dutch. 

4. Canceling or Modifying a Reservation 

Please note that, with regard to accommodation services, in accordance with Article VI.53, 12° of the Economic Code, the Customer does not, in principle, have the right of withdrawal provided for in Article VI.47 of the Economic Code. 

4.1. Canceling a reservation 

Standard and guaranteed reservations may be canceled before 6:00 p.m. on the scheduled arrival date. 

To cancel a standard or guaranteed reservation free of charge, you must, before 6:00 p.m. on the scheduled arrival date: 

• either notify the hotel directly as soon as possible; 
• or click on the link provided for this purpose in the reservation confirmation email. 

The Guest will then receive confirmation of the cancellation via email. A refund will be issued for the canceled portion of the stay (using the same payment method used to pay for the stay). 
 

In the event of a late cancellation (after 6:00 p.m. on the scheduled arrival date), the hotel will charge the Guest the amount corresponding to the first night’s stay (excluding the tourist tax and any additional services), retaining any payments made in cash or charging the debit/credit card whose details were provided at the time of booking, to cover the cancellation fee. The remaining nights will be canceled and refunded via bank transfer if the initial payment was made in cash. 

4.2. Modifying a Reservation 

For any extension of the stay, the Guest must contact the hotel front desk by 11:00 a.m. on the scheduled departure date to check room availability. If the extension is possible, the Guest must immediately pay the amount corresponding to the extension so that the hotel can provide a new access code for the room. 
 

For any interruption of the stay, the Guest must notify the hotel front desk by 11:00 a.m. on the desired departure date so that the interruption can be processed. For standard or guaranteed reservations, if the initial payment was made by Visa, Mastercard, or American Express, the refund for the canceled portion of the stay will be credited to the card used for payment. 
 

For any other payment method, the refund for the canceled portion of the stay will be issued via bank transfer. 
 

Certain promotional offers and/or special offers are not subject to any changes, cancellations, or refunds (whether for the cost of the stay or for any additional services). For more information, please refer to section “2.3 Promotional Offers and/or Special Offers” above. 

5. No-Show 

In the event of a “no-show” by the Customer, any guaranteed reservation: 
 

• secured by providing bank details and not canceled by 6:00 p.m. on the scheduled arrival date will automatically result in the billing and charging of the price of the first night’s stay (excluding the tourist tax and any additional services) as a lump-sum compensation and to allow for the cancellation of the remainder of the stay at no charge. The remaining nights will be canceled at no additional cost; 
• if prepaid in full to the hotel and not canceled by 6:00 p.m. on the scheduled arrival date, will result, upon the Guest’s request, in a refund of the full cost of the stay, less the cost of the first night’s stay. 

In the case of a reservation guaranteed by partial prepayment to the hotel and not canceled by 6:00 p.m. on the scheduled arrival date, the amounts paid in advance will not be refunded and will be retained as a lump-sum compensation and to cover the cost-free cancellation of the remainder of your stay. 
 

In the case of “non-refundable” reservations referred to in Section 2.3, the full total price payable has been paid at the time of reservation, unless expressly stated otherwise in the terms of the offer in question. This amount will not be refunded under any circumstances (whether for the price of rooms or any additional services). If the Guest fails to check in on the scheduled arrival date—even if the hotel has been notified by any means—the reservation will be canceled in its entirety, and the hotel may charge the Guest the full amount of the reservation to cover cancellation fees and compensate for the resulting loss. 

6. Rates 

Prices are per room, for the specified number of guests, and for the selected date. Unless otherwise stated, additional services (breakfast, parking, etc.) are not included in the price. 
 

The prices confirmed to the Guest are quoted in euros, inclusive of all taxes, and are valid only for the period indicated on the website of the hotel in question or on the website. 
 

B&B HOTELS BELGIUM reserves the right to modify the prices of its services at any time and without notice, but agrees to bill any confirmed reservation based on the rates and conditions in effect at the time the Customer made said reservation. 
 

The amount of the tourist tax, collected on behalf of the region or city, varies depending on the region or city where the hotel is located. 
 

Prices include the VAT applicable on the date of booking; any change in the applicable VAT rate, or any modification or introduction of new statutory or regulatory taxes imposed by the competent authorities, will be automatically reflected in the prices indicated on the date the stay is billed (i.e., the Guest’s arrival date). 

7. Payment 

The Guest must have paid in full for their stay before being able to check into their room on the day of arrival. 
 

Visa Electron and Maestro cards are not accepted to guarantee an online reservation but may be used for payment at the hotel. 
 

Online payment is made by credit/debit card (American Express, Visa, Visa Electron, Maestro, and/or Mastercard only) via a secure payment system. The Guest must provide their credit/debit card number, expiration date, and CVV (security code on the back of the card) to make an online payment. 
 

Any irregularity detected in the payment or payment method (even after the payment has been made in full), or any payment that is not made, incomplete, or fraudulent, or any payment related to illegal activities attributable to the Customer or carried out by the Customer with the complicity of a third party, will result in the complete cancellation of the reservation at the Customer’s expense, without prior notice and without prejudice to any civil or criminal action that may be brought against the Customer. 
 

Once the reservation is confirmed and the online payment is completed, the Customer will receive a detailed confirmation via email at the email address provided, which will serve as proof of payment for the reservation. 
 

The confirmation is deemed to constitute the agreement between the parties. 
 

Upon the Customer’s departure from the hotel, they may request an itemized invoice showing the total cost of their stay, including the tourist tax (if applicable). 
 

The use of an invalid credit card will automatically result in the cancellation of the reservation under the same terms and conditions that apply to irregular or fraudulent payments. 
 

At the DAC, only credit cards equipped with a chip can be used to pay for stays at B&B hotels. If the credit card has only a magnetic stripe, to pay for the stay, you must arrive at the hotel during reception hours or use another payment method. 

8. Complaints 

To facilitate their processing, all complaints regarding the non-performance or improper performance of hotel services must be brought to the attention of B&B HOTELS BELGIUM Customer Service via our contact form, available by clicking here, within eight days of the date of departure from the hotel. 
 

In this regard, we would like to draw your attention to the fact that certain hotels are operated by companies that are legally independent from B&B HOTELS BELGIUM, to which they are bound by a partnership agreement, and are therefore solely liable to guests for any damages. 
 

B&B HOTELS BELGIUM and the hotels are insured with well-established, financially sound insurance companies for their professional liability. The Guest is asked to report any inconvenience experienced during their stay in order to minimize potential harm. 

9. Liability 

The photographs and information appearing on this website are not contractually binding. 
 

B&B HOTELS BELGIUM cannot be held liable for the non-fulfillment or improper fulfillment of the reservation in the event of force majeure, due to the actions of a third party, due to the Guest’s actions, due to an internet network failure, or in the event of a payment refusal by the credit cardholder’s bank. 

10. Dispute Resolution

Without prejudice to applicable procedural rules, and in accordance with the provisions of Book XVI of the Economic Law Code, the Customer may, free of charge, seek mediation through the “Consumer Mediation Service.” 
 

After contacting B&B HOTELS BELGIUM’s customer service department to attempt to resolve the dispute amicably, and in the absence of a satisfactory response or if no response is received within sixty (60) days of the complaint, the Customer may contact the Consumer Mediation Service, whose contact information is as follows: 
 

• Boulevard du Roi Albert II 8, P.O. Box 1 - 1000 Brussels 
• Tel.: 02/702.52.20 
• Fax: 02/808.71.29 
• Email: contact@mediationconsommateur.be 
• Company number: 0553.755.479 
• Website: www.mediationconsommateur.be 

In the event of a dispute, the Customer may also use the European Online Dispute Resolution (ODR) Platform provided by the European Commission. This platform is accessible via the following link: http://ec.europa.eu/consumers/odr/. 

11. Hotel Stay 

Unless otherwise expressly stated, reserved rooms may be occupied from 3:00 p.m. on the first day of the reservation until 12:00 p.m. on the last day of the reservation.
 

Pets will be accepted only at B&B hotels that specify in their service details that pets are allowed, and provided that the established rules are strictly followed. This service incurs an additional charge. The pet owner will be held directly liable for any damage or inconvenience caused by the pet to the hotel, third parties, employees, or other hotel guests. The cost of any damage caused during the stay will be billed to the Guest. 
 

In accordance with the law of December 22, 2009, establishing general regulations regarding the ban on smoking in enclosed public spaces and the protection of workers from secondhand smoke, smoking is prohibited in all areas of the hotel (including guest rooms, stairwells, hallways, elevators, lobby, common areas, and any other area accessible to the public). 
 

Upon arrival at the hotel, the Guest is required to present a valid form of identification to allow for registration on a police record, in accordance with the Royal Decree of April 27, 2007, regarding the registration and monitoring of travelers staying at tourist accommodations. The hotel further reserves the right to verify the Guest’s identity at any time. 
 

The Guest agrees and undertakes to use the room and the hotel’s facilities with due care and in accordance with their intended purpose. The Guest further undertakes to comply with the hotel’s house rules. Any serious or repeated breach of this provision or any conduct contrary to public decency and public order shall entitle the hotel management to terminate the Guest’s stay and/or that of the persons under his or her care without notice, as well as to require him or them to leave the premises without paying any compensation or providing any refund in the event that payment has already been made. 
 

For obvious reasons of safety and comfort, it is strictly prohibited to smoke, vape, or consume nitrous oxide and other similar substances anywhere on the hotel premises, including, in particular, the guest rooms—even at the window—as well as to obstruct or interfere with the operation of smoke detectors. In the event of non-compliance with this prohibition, a flat-rate fee of 80 euros will be charged to the guest to cover the costs of restoring the room to its original condition and any costs associated with restoring the smoke detectors to working order; B&B HOTELS reserves the right to seek compensation for the full extent of any resulting damage.
 

In the event of theft of equipment and amenities (towels, bedding, etc.) or proven damage to the hotel room, a flat-rate compensation fee—which may amount to the total amount of the pre-authorization referred to in Article 9—will be debited from your bank account. This compensation is intended to cover the costs of replacing stolen equipment and amenities and restoring the room to its original condition, and B&B HOTELS reserves the right to seek full compensation for any resulting damages.
 

B&B Hotels offer free Wi-Fi access. Guests agree not to use the hotel’s IT resources for the purpose of reproducing, displaying, making available, or communicating to the public any property protected by copyright or related rights without the authorization of the rights holders or in violation of their rights. 

12. Relocation and Force Majeure 

In the event that the reserved hotel is unavailable for reasons attributable to the hotel, the hotel reserves the right to relocate guests, in whole or in part, with their consent, to a hotel of equivalent category offering services of the same nature. Any additional costs (related to the difference in room rates) shall be borne by the hotel originally reserved by the Guest. 
 

B&B HOTELS BELGIUM shall not be liable in the event of total or partial non-performance of its obligations resulting from a force majeure event. Force majeure or unforeseeable events are those generally recognized by Belgian case law (such as flooding, fire, storms, terrorism, strikes, etc.). 

13. Privacy and Personal Data Protection 

The Customer’s personal data is processed by B&B HOTELS BELGIUM in its capacity as data controller, in accordance with the provisions of the Belgian Law of July 30, 2018, on the protection of natural persons with regard to the processing of personal data, and the General Data Protection Regulation No. 2016/679 of April 27, 2016 (the “GDPR”). 
 

For more information on the processing of your personal data, please consult our General Privacy Policy at and our Cookie Policy . 

14. Intellectual Property 

Our website and our applications, as well as the logos, texts, comments, and images reproduced or displayed therein, and, more generally, all content we publish, are protected by intellectual property rights owned by B&B HOTELS BELGIUM or by third parties. 
 

Consequently, only use authorized under legal exceptions—such as for private use—is permitted. Any other reproduction, modification, or adaptation, whether in whole or in part, is strictly prohibited without the prior authorization of the owner of the relevant intellectual property rights. 

15. Governing Law and Jurisdiction 

These General Terms and Conditions of Sale are governed by Belgian law. 
 

Any dispute arising out of or in connection with these General Terms and Conditions of Sale, or relating to a reservation or the performance of a contract entered into between B&B HOTELS BELGIUM and a customer, shall, if it cannot be resolved amicably, be settled exclusively by the courts of Brussels. 

16. Updates and Amendments to the General Terms and Conditions of Sale 

These General Terms and Conditions of Sale are effective as of their most recent update and remain in effect for as long as B&B HOTELS BELGIUM’s services are available online. They are subject to change and/or amendment. Any changes to the General Terms and Conditions of Sale apply only to contracts entered into after such changes take effect. Accordingly, we encourage you to review them regularly. 
 

Any exceptional deviation from these General Terms and Conditions of Sale must be agreed upon in writing by the parties. 

17. General Provisions

The invalidity or unenforceability of any provision of these General Terms and Conditions of Sale shall not affect the validity or enforceability of the remaining provisions. In such cases, the parties shall endeavor to replace the provision deemed invalid or unenforceable with a valid provision that most closely approximates the original provision. 
 

The fact that B&B HOTELS BELGIUM does not invoke these General Terms and Conditions of Sale at a given time shall not be construed as a waiver of the right to invoke them at a later date. 
 

These General Terms and Conditions of Sale were updated on 12th October, 2026 .