Last updated: 21/07/2023
B&B HOTELS would like to thank all the customers who, through their feedback, contribute to the continuous improvement of the welcome and services offered in the hotels of the B&B HOTELS network.
Please read these Terms of Service (the “Terms of Service”) for the Customer Review Service carefully.
In France, the hotels of the B&B HOTELS network are operated by the companies mentioned
B&B HOTELS gives its customers the opportunity to leave a review following their stay through a customer satisfaction questionnaire. The customer receives a link to the satisfaction questionnaire generated by their specialized service provider on the e-mail address they provided when making their reservation.
B&B HOTELS reserves the right to modify, suspend or cancel, at any time, for any reason, the customer review service.
The customer review service is offered to customers of all B&B HOTELS located in France. 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 issuing opinions and of communicating with the hotels located in France in which they have stayed. The customer review service includes the possibility, following a stay, of issuing an opinion on a hotel to which the hotelier has the possibility of responding. 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.
B&B HOTELS establishes principles and rules for the collection, moderation and restitution of reviews with which Users must comply so that their reviews can 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.
The User's opinion is understood to be the expression of their opinion on their consumer experience through any quantitative or qualitative element of appreciation.
By using the customer review service, the User acknowledges that they:
All customers who have booked and then stayed in one of the B&B HOTELS hotels located in France have the possibility of issuing an opinion and obtaining a comment in return from the hotelier.
The User recognizes that they are fully informed that the opinions that they submit must correspond to a personal experience of a stay and are susceptible to being published on the B&B HOTELS website as well as on any other electronic communication medium belonging to or exploited in the name and on behalf of B&B HOTELS, so that the opinions must be free of rights of diffusion and reuse, the fact of issuing a notice entails, if applicable, the non-exclusive, free, transferable and worldwide cession to B&B HOTELS or its agents of all the rights of reproduction, representation, adaptation, translation and distribution for the entire duration of the protection of the intellectual property rights.
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”.
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.
In order to submit a customer review, the User will receive an invitation to submit a review, including a link to the satisfaction questionnaire to be filled out, by e-mail to the personal e-mail address provided at the time of reservation, a few hours after leaving the hotel.
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 “Customer Reviews” application.
Customer reviews are 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 possibility does not exclude the possibility for B&B HOTELS to suspend or cancel access to the customer review service provided for in the article “suspension/termination of access to the customer review service appearing below .
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.
This customer review service should not be used 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 standardization 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 digital platforms, allowing them 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).
Each User is legally responsible for the use they make of their access to the customer review service. 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.
More generally, the User agrees to respect the regulations in force relating to the following, without this list being exhaustive:
As the application is exclusively intended for the publication of User reviews regarding their stays in a B&B Hotel participating hotel, the User also, in the context of their use, agrees:
In order to guarantee the authenticity of the reviews available on the “Customer Reviews” application, the User also agrees not to intentionally carry out activities that could have the following consequences:
B&B HOTELS reserves the right to delete a review that does not respect these commitments.
In the event of rejection of a review, B&B HOTELS informs by all means the author of the review of the reasons for its rejection.
Publication and reproduction of reviews
Reviews concerning a hotel will be displayed on its dedicated page on the B&B HOTELS Website and mobile applications within a maximum period of 72 hours after the review has been submitted.
Reviews will be saved on the B&B HOTELS Website and mobile applications for a period of 24 months after their publication. Comments are displayed by default from most recent to least recent.
An overall score is displayed for each review. It corresponds to the score entered for the question about the stay in its entirety (Overall Score).
The hotel's overall rating (Global Score) includes all the ratings of customers who have completed the satisfaction questionnaire, and includes the ratings of reviews without a title or without textual content in the main comment. It is calculated using a special algorithm to rate a hotel. The most recent customer reviews are given a greater weight. The calculation is based on data over the last 24 months from all sources. This overall rating displayed is the actual rating. It is visualized by circles:
A User or customer may report abuse of a review published on the B&B HOTELS Site if they consider its content to be abusive.
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.
B&B HOTELS points out 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 implements the means at its disposal to ensure access to the customer review service, but it cannot guarantee its speed, which depends in particular on the number of connected Users.
B&B HOTELS is not responsible for content accessible via the Internet and for any damage that may arise from its use.
B&B HOTELS cannot be held responsible for the use of data or information that the User may have entered on the Internet through the customer review service.
B&B HOTELS declines all responsibility for the consequences of fraudulent, abusive or excessive use of the customer review service such as its voluntary or involuntary congestion or the sending to the User of e-mails or uncontrolled mailings by means of information which will have may have been collected by a third party from the customer review service.
By making the customer review service available to Users, B&B HOTELS acts exclusively as a host. As such, and in accordance with article 6 I 2 of law no. 2004-575 of June 21, 2004 on confidence in the digital economy, B&B HOTELS cannot be held liable for the information stored at the request from Users that if B&B HOTELS was not actually aware of their manifestly unlawful nature or of the facts and circumstances giving rise to this character or if, from the moment B&B HOTELS became aware of them, B&B HOTELS acted promptly to withdraw these data or make access to it impossible.
The reporting of abuse is handled as follows:
1. The abuse report returns the review to moderation (but does not necessarily guarantee it will be withdrawn from publication, after the moderation proceedings)
2. The review or the response is studied by our moderation services and may be the object of an additional follow-up
3. The author of the report may be contacted in this context during the period during which the moderation is carried out. During this period, the review or response still appears in publication.
B&B HOTELS cannot be held liable vis-à-vis the User of the customer review service in the event of:
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.
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.
5.Suspension/termination of access to the customer reviews service
B&B HOTELS reserves the right to suspend or terminate access to the customer review service at any time, in particular in the event of a breach by the User of one of his obligations, the rules of use and especially in the event of hacking, illicit use, or the dissemination of messages contrary to public order or morality originating or caused by the User's account, without B&B HOTELS being held liable and without the User being able 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.
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-policies.htm.
THESE GENERAL TERMS AND CONDITIONS AND ANY RELATIONS BETWEEN THE CUSTOMER AND B&B HOTELS ARE SUBJECT TO FRENCH LAW, WITH REGARD TO THE HOTELS LOCATED IN FRANCE, SUBJECT TO A MANDATORY PROTECTIVE PROVISION.
Prior to any recourse to the arbitration or state judge, the customer is invited to contact B&B HOTELS customer service and, if necessary, to conduct an optional mediation procedure. B&B HOTELS customer service can be contacted:
• By mail: B&B HOTELS, Customer Relations Department – 271 rue du General Paulet in Brest 29200
• By using the claims form provided for this purpose: https://www.hotel-bb.com/fr/aide-contact/formulaire-contact/france
Without infringing on the applicable procedural regulations and in accordance with Article L.616-1 of the French Consumer Code, B&B HOTELS is sharing the details of the responsible mediator with the consumer.
The consumer can contact MTV - MEDIATION TOURISME ET VOYAGE (the French tourism and travel mediator).
After contacting the B&B HOTELS Customer Service department to attempt an amicable resolution and in the absence of a satisfactory response or the absence of any response within sixty (60) days of the complaint being made, the customer may contact the French travel and tourism mediator, whose contact details are as follows:
- Mailing address of referral: MTV Médiation Tourisme et Voyage, BP 80303 – 75823 PARIS CEDEX 17, France
- Email: firstname.lastname@example.org
The French travel and tourism mediator must be contacted within twelve (12) months of your first complaint.
All consumers also have the option of using the European online dispute resolution platform, available via the following address: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show.
As mediation is not obligatory, the customer and B&B HOTELS can withdraw from the procedure at any time.
IN THE EVENT THAT MEDIATION FAILS OR IS NOT CONSIDERED, A DISPUTE THAT MAY HAVE RESULTED IN MEDIATION WILL BE REFERRED TO THE COMPETENT COURTS.
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.
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.