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General terms and conditions of use – Trust You

B&B Hotels would like to thank all the clients who, through their reviews, help to continually improve the welcome and services offered in the hotels of the B&B Hotels network.

Please read these terms and conditions of use carefully before using the "Customer Reviews" application.

The "Customer Reviews" application is operated by B&B Hotels Belgium SRL, registered with the Crossroads Bank for Enterprises under number 0693.764.388 and with its registered office at 8, Place Marcel Broodthaers, 1060 Brussels (Belgium) ("B&B Hotels" or "we" or "us").

These general terms and conditions of use define the legal framework governing access to and use of the "Customer Reviews" application. Access to and use of the "Customer Reviews" application is subject to acceptance of these terms and conditions of use. We may change these terms of use at any time. You will be informed of any changes. B&B Hotels reserves the right to modify, suspend or remove the "Customer Reviews" application at any time and for any reason whatsoever.

By accessing or using the "Customer Reviews" application, you agree to be bound by and comply with these terms and conditions of use as modified from time to time by B&B Hotels. If you do not agree with these terms and conditions of use, please do not access or use the "Customer Reviews" application.

The "Customer Reviews" application is offered to customers of B&B Hotels using this application, located in Belgium and listed below. These general terms and conditions of use set out the responsibilities of the customer users (hereinafter referred to as the "User(s)") in accordance with the legislation in force in order to enable the appropriate and optimal use of this application.

Presentation of the Customer Reviews service

B&B Hotels offers its customers the opportunity to give their reviews and communicate with the hotels in Belgium where they have stayed. The service includes the option, following a stay, to give a review on a participating hotel, or to interact with the hotelier. This service does not include the provision of Internet access, the provision of mailboxes, or the hosting of web pages.

Barring unforeseen technical incidents, 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 establishes principles and rules for the collection, moderation and return of reviews that Users must comply with in order for their reviews to be approved and published.

By validating the review written by the User, the User certifies that the review reflects their experience of their stay and their genuine opinion about the hotel concerned by the review, that they are not personally or professionally linked to the hotel, and that they have not received any financial or other compensation from the hotel for writing the review.

By using the "Customer Reviews" application, the User acknowledges that he/she:

  • has the legal capacity to be bound by these terms and conditions of use; and that he/she
  • is over 18 years of age or has reached the age of majority in force in the country where he/she resides or of which he/she is a citizen.

All customers who have booked and then stayed at one of the B&B Hotels, located in Belgium and participating in the "Customer Reviews" application, have the option of leaving a review or engaging in dialogue with the hotelier.

Users acknowledge that they are fully informed that the reviews they submit must reflect their personal experience of their stay and may be published on the B&B Hotels website and any other electronic communication medium owned or operated in the name of and on behalf of B&B Hotels. Reviews must therefore be free of distribution and re-use rights, with the fact of submitting a review entailing, where applicable, the free transfer to B&B Hotels or its representatives of all reproduction, representation, adaptation, translation and distribution rights for the entire duration of the protection of intellectual property rights, without any territorial limitation.

When publishing customer reviews and responses from hoteliers on the B&B Hotels website, the identity of the customer shall remain anonymous. Only the first name and the initial of the surname will be displayed, in "Martin D" format.

2.2 Collection of reviews by B&B Hotels

The filing of a review by a customer shall not result in any financial or other consideration from B&B Hotels in return.

To access the "Customer Reviews" application, Users will receive by email, a few hours after their departure from the hotel, an invitation to leave a review on the personal email address they provided when making their reservation. If a User stays in several B&B Hotels over a period of one month, he or she will only be able to post a single review on one hotel in which he or she has stayed.

In order to ensure that customer reviews are recent and relevant, the link inviting the customer to post their review will only be available for a limited period of 30 days. After this period, the customer will no longer be able to submit reviews via the "Customer Reviews" application.

2.3 Moderation of reviews

The "Customer Reviews" application is subject to automatic moderating tools. B&B Hotels reserves the right not to publish, or to exclude permanently and without prior notice, reviews that would contravene the rules of these terms and conditions of use. This does not exclude the possibility for B&B Hotels to suspend or cancel access to the "Customer Reviews" application as provided for in the article entitled "Suspension/termination of access to the ‘Customer Reviews’ application".

As moderation does not make it possible to detect all unlawful content, and in particular content that infringes the rights of third parties, Users shall indemnify B&B Hotels against any action or claim resulting from the publication of reviews that prove to be unlawful. The "Customer Reviews" application should not be used as or regarded as a social network or dating platform. In this respect, any exchange or attempt to exchange contact information will be considered contrary to the rules of use set out below, which form an integral part of these terms and conditions of use.

As part of the process of standardisation of our customer reviews (after moderation or additional enquiries), B&B Hotels reserves the right to contact the customer or the User by email in order to verify the authenticity of the review.

B&B Hotels provides Users with a link, on digital platforms, enabling them to report a review. The "report a review" link can be found on the review in question or through the contact form on our website (point 5).

2.4 User rules

Each User is legally responsible for the use he or she makes of his or her access to the "Customer Reviews" application. Any access made using the name and email of a User from the invitation sent to him/her after his/her stay shall be deemed to have been made by the User staying as a customer of B&B Hotels and under his/her sole responsibility. With regard to the use of access to the "Customer Reviews" application, the User is prohibited from usurping, using, transmitting or collecting any personal data and in particular any prohibited, illegal, unlawful data contrary to morality or public order and infringing or likely to infringe the rights of third parties, including intellectual property rights.

More generally, the User undertakes to respect the regulations in force relating to (without this list being exhaustive):

  • the privacy of individuals,
  • intellectual or industrial property,
  • the protection of personal data,
  • compliance with public policy rules on the content of online information, the secrecy of correspondence and the prohibition of interception of electronic communications sent via the Internet.

As the application is exclusively intended for the publication of Users' reviews of their stay in a participating B&B Hotel, Users also undertake, in regard to their use:

  • to make strictly personal use of their access to the "Customer Reviews" application and not to disclose it to a third party for any purpose whatsoever (for personal or commercial purposes or to generate unsolicited emails),
  • not to disseminate comments, images or URLs referring to Internet sites offering content that would in particular be offensive, denigrating, defamatory, racist, xenophobic, inciting pornography, paedophilia, suicide, discrimination, hatred by reason of origin or belonging or not to an ethnic group, nation, race or religion, the commission of crimes or offences, acts of terrorism, or condoning war crimes or crimes against humanity,
  • not to commit crimes and acts of piracy that infringe the rights of others and the safety of individuals and, in particular, not to harass, stalk or threaten anyone,
  • not to transmit or use malicious software (Trojan horses, spyware, viruses) or other harmful or destructive programs on the "Customer Reviews" application or the data of other Users,
  • not to use the "Customer Reviews" application to advertise for the benefit of an advertiser, a service provider, a product manufacturer, a competitor or a brand,
  • not to communicate email addresses or telephone numbers, nor to create hypertext links to other websites or service platforms,
  • not to use the "Customer Reviews" application in a fraudulent, abusive or excessive manner, in particular by voluntarily or involuntarily clogging the service by spamming, bulk email, junk email, mail bombing or by sending trolling messages generating a large number of responses (teasing or trolling) that could disrupt the availability of the "Customer Reviews" application,
  • not to reproduce, represent, make available or communicate works or objects protected by copyright or related rights without the authorisation of the holders of such rights,
  • not to reproduce, make available or resell in any form whatsoever all or part of the content of the "Customer Reviews" application. The use of such processes would be deemed an act of counterfeiting contrary to the intellectual property rights of B&B Hotels.

In order to guarantee the authenticity of the reviews posted on the "Customer Reviews" application, Users also undertake not to intentionally carry out operations that could have the following consequences:

  • concealing their true identity,
  • connecting or trying to connect to the “Customer Reviews” application without being authorised to do so,
  • collecting data from another natural or legal person,
  • stealing the identity of another natural or legal person,
  • appropriating another User’s access,
  • altering, modifying or accessing data or information belonging to other Users of the "Customer Reviews" application,
  • disrupting, restricting, slowing down, disrupting, preventing or interrupting the normal operation of the "Customer Reviews" application,
  • modifying or destroying all or some of the information available on the “Customer Reviews” application.

B&B Hotels reserves the right to delete a review that does not respect these commitments.

Reasons for rejecting a review

B&B HOTELS reserves the right to reject a review transmitted by a User via the “Customer Reviews” application in the following cases:

  • if the review manager considers that he/she may be held liable under civil or criminal law;
  • if the "textual" content contains insults or coarse language;
  • if the elements relating to the identity of the author include insults or coarse language;
  • if the textual content contains random characters or sequences of words without any meaning;
  • if the content is unrelated to the subject matter;
  • if the attributes of the review include concrete elements of a conflict of interest;
  • if the textual content is so poorly written as to be unintelligible;
  • if a user makes an inappropriate comment about another review or its author;
  • if the textual content to be published contains personal information, such as the first or last name of individuals who are not public persons, a telephone number, a physical address or an email address;
  • if the textual content includes a credit card number, social security number, bank account number or any other information that could lead to identity theft;
  • if the textual content indicates that a User has not actually completed the experience which they are reviewing;
  • if the textual content includes a call for legal action;
  • if the content mentions websites, hyperlinks, URLs, email addresses or telephone numbers, including those of the customer;
  • if the textual content is clearly spam;
  • if the elements describing the consumer experience are not filled in.

Publication and return of reviews

The reviews are published on and the mobile applications no more than 72 hours after submitting the review.

Reviews will be posted for a period of 24 months after publication. Comments are displayed by default by the date of posting.

An overall rating is displayed for each review. This corresponds to the score entered in relation to the question of 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 guest reviews have a higher weighting. The calculation is based on data for the last 24 months from all sources. The Global Score is rounded off to the nearest half point.


  • a rating of 3 or 3.1 or 3.2/5 will be shown as 3/5
  • a rating of 3.3 or 3.4 or 3.5/5 will be shown as 3.5/5
  • a rating of 3.6 or 3.7/5 will be shown as 3.5/5
  • a rating of 3.8 or 3.9 or 4/5 will be shown as 4/5

Reporting abuse on a notice and withdrawal of publication

A User or customer may report abuse in a review published on the "Customer Reviews" application if he or she considers its content to be abusive.

Customers or Users may request the modification/deletion of their review or that of a third party by indicating this via the link provided for this purpose on each review.

All modifications or replacements of reviews result in a new moderation.

At the request of a hotelier, a review may be removed if it does not comply with these general terms and conditions of use. The author of the review will be informed in all cases.

Commitment and responsibility of B&B Hotels

B&B Hotels reminds you that the Internet is not a secure network. Accordingly, it is the User's responsibility to take all appropriate measures to protect his/her own data and/or software, in particular from contamination by any viruses circulating on the Internet or from the intrusion of a third party into his/her computer equipment for any purpose whatsoever, and to carry out the usual back-up operations on his/her equipment.

Although B&B Hotels uses the means at its disposal to ensure access to the "Customer Reviews" application, it cannot guarantee the connection speed, which depends in particular on the number of Users connected.

B&B Hotels is not responsible for the content accessible through 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 posted on the Internet via the "Customer Reviews" application.

B&B Hotels disclaims all responsibility for the consequences of fraudulent, abusive or excessive use of the "Customer Reviews" application, such as its intentional or unintentional overloading or the sending to the User of emails or mass mailing using information that may have been collected by a third party from the "Customer Reviews" application.

Reports of abuse are dealt with as follows:

  • 1. Reporting abuse refers the review back to moderation (but does not necessarily guarantee its removal).
  • 2. The review or response is examined by our moderators and may be subject to further action.
  • 3. The author of the report can be contacted in this context during the period in which the moderation is carried out; the review or the reply will still appear on the page.
  • 4. The review or the reply will be removed if it is contrary to these general terms and conditions of use.

B&B Hotels cannot be held liable vis-à-vis the User of the "Customer Reviews" application in the event of: 

  • incorrect installation and/or incorrect configuration and/or malfunctioning of the User's equipment,
  • misuse of the application,
  • inability to access the application,
  • disruptions, interruptions and/or total or partial unavailability of the "Customer Reviews" application,
  • force majeure within the meaning of articles 1147 and 1148 of the Belgian Civil Code and of the case law of the Belgian courts and tribunals.

Under no circumstances may B&B Hotels be held liable for any direct and/or indirect, material and/or immaterial damage suffered by the User and/or third parties as a result of the use of the "Customer Reviews" application.

User’s liability

The User is solely liable for any direct or indirect, material or immaterial damage to any person caused by the use of this application.

Suspension/termination of access to the application

B&B Hotels reserves the right to suspend or terminate access to the "Customer Reviews" application at any time, in particular in the event of the failure by a User to comply with any of his or her obligations, with the rules of use and especially in the event of hacking, unlawful use, or dissemination of messages contrary to public order or morality originating from or on behalf of the User, without the User being able to be held liable or claim any compensation or reparation whatsoever.

Furthermore, B&B Hotels reserves the right at the request of third parties or any competent authorities to suspend or terminate access to the "Customer Reviews" application without being held liable and without the User being able to claim any compensation or reparation whatsoever.

Trace file

The use of the "Customer Reviews" application generates historical traces of reviews published by Users. These files are used for technical purposes. They are essential for system administration. They are in fact used to remedy malfunctions in the computer services or systems used.

In addition, Article 126 of the Law of 13 June 2005 on electronic communications requires operators providing public electronic communications networks, as well as operators providing one of these services, to retain the following data generated or processed by them in connection with the provision of the communications services concerned:

  • for twelve months from the date of the communication:
  • data relating to the access and connection of the terminal equipment to the network and to the service and location of that equipment, including the network termination point;
  • communication data, excluding content, including its origin and destination;
  • for twelve months from the date on which communication is last possible via the service used, data aimed at identifying the user or subscriber and the means of communication (excluding the data specifically provided for above). 

The judicial authorities may, by way of a simple request, obtain data from providers and operators providing public electronic communications networks that is stored for the detection, investigation and prosecution of offences, in accordance with the provisions of Article 126 of the Law of 13 June 2005.  

Further information may be archived in accordance with changes in legislation. Users will be notified immediately.


The User is informed that when using the "Customer Reviews" application, information relating to browsing activity on his/her device (computer, tablet, smartphone, etc.) on this application may be recorded in "cookie" files installed on his/her device, subject to the preferences that he/she has expressed concerning cookies through the configuration of his/her browser software.

Only the issuer of a cookie is able to modify or read the information contained therein.

The purpose of these cookies is:

  • to enable or facilitate access to the "Customer Reviews" application and to adapt how the application displays in line with the display preferences of Users' terminals during their visits (language used, display resolution, operating system used, etc.),
  • to memorise the information relating to the form that the User has filled in on the "Customer Reviews" application,
  • to allow Users to access their area,
  • to implement security measures, for example, when the User is asked to log back on to a service after a certain period of time. Users may object to the storing of cookies at any time by configuring their browser accordingly.

The configuration of the browser software allows either the automatic storing of cookies on the terminal, or their systematic rejection, or their storage or rejection depending on the issuer.

The configuration of the browser software also offers the option of accepting or rejecting a cookie before it is installed on the device. The configuration of each browser is different for the management of cookies.

This is described in the browser's help menu, which allows you to find out how you can modify your preferences.

For the Mozilla Firefox engine, choose the "tools" menu then "options", click on the "privacy" icon, find the "cookie" menu and select the options you prefer.

For the Microsoft Internet Explorer engine, choose the "tools" menu then "Internet option", click on the "privacy" icon and select the desired level with the cursor.

Users are informed that they will no longer be able to benefit from certain functions required to navigate certain areas of our "Customer Reviews" application if they reject the storing of cookies in their terminal, or if they delete those stored there. This would be the case if the customer user attempts to access content or services that require identification.

B&B Hotels disclaims all responsibility for the consequences related to the impaired functioning of the "Customer Reviews" application resulting from the inability to record or view the cookies necessary for its functioning and which have been rejected or deleted.

For more information on the use of cookies, please consult our cookies policy at


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 which are generated as a result of your access to and use of the "Customer Reviews" application. For more details on how we collect and process your personal data, please see our Privacy Policy, available at:

Autonomy of stipulations, no waiver

The provisions of these terms and conditions of use are independent.

If any of these provisions are declared null and void following a court decision, are unlawful or need to be modified following a decision by a national authority, in whole or in part, they will be deleted to the extent required, it being understood that this nullity will not affect the remaining provisions of the terms and conditions of use, which will remain applicable.

The failure of the Users or B&B Hotels to exercise any of their rights under these terms and conditions of use shall not constitute a waiver by them of any such rights and their subsequent exercise.

Applicable law

These terms and conditions shall be subject to Belgian law. Unless otherwise stipulated by a mandatory legal provision in force which could apply to you, any dispute relating to the validity, application and performance of these terms and conditions of use shall be subject to the jurisdiction of the Brussels courts.


Any User who contravenes the rules defined above shall be liable to have his/her access to the "Customer Reviews" application withdrawn and to be prosecuted in accordance with the laws and regulations in force.

Entry into force

These general terms and conditions of use of the "Customer Reviews" application shall be applicable and considered as accepted by the User upon approval of the review by the User.

B&B Hotels reserves the right to modify these general terms and conditions of use at any time.

Most recently updated on 14/01/2021.