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").
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.
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
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:
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.
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.
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).
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):
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:
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:
B&B Hotels reserves the right to delete a review that does not respect these commitments.
B&B HOTELS reserves the right to reject a review transmitted by a User via the “Customer Reviews” application in the following cases:
The reviews are published on www.hotel-bb.com 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 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.
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:
B&B Hotels cannot be held liable vis-à-vis the User of the "Customer Reviews" application in the event of:
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.
The User is solely liable for any direct or indirect, material or immaterial damage to any person caused by the use of this 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.
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:
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:
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.
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.
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.
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.