account General Terms and Conditions of Sale: Switzerland
Old PDF Version 06/10/2023
Last updated on : 28/10/2026
1. Scope
These General Terms and Conditions apply to all accommodation contracts entered into between B&B Hotels Switzerland GmbH (hereinafter: “B&B Hotels”), as the management company for B&B Hotels in Switzerland, and third parties (hereinafter: “Customer”), as well as to all other services provided and delivered by B&B Hotels.
Any reservation made on the Website implies the Customer’s unconditional acceptance of these General Terms and Conditions of Sale.
These General Terms and Conditions of Sale (GTC) are intended to govern the booking of a stay by a consumer customer made with B&B HOTELS via its mobile app or its website accessible at the following address: https://www.hotel-bb.com/fr (hereinafter “the Website”), by calling our reservation center at +34 900 533 147, or directly with the hotel.
2. If You Have Not Made a Reservation
For more information about staying at our hotels in France, you can contact the hotel of your choice directly or call our reservation center. You can also visit the hotel pages for more information about the selected hotel.
Outside of the listed operating hours, our hotels have an automated room booking machine (“DAC”) through which you can also book a room using a credit or debit card equipped with a chip.
3. In the case of a reservation
3.a Guaranteed Reservation
Your hotel room reservation is guaranteed once you have prepaid for your stay (by credit card or cash) directly with the B&B Hotels property or have provided your credit card information when booking your stay (unless the credit card information provided is invalid or your transaction could not be processed for other reasons).
Providing your credit card information to guarantee your hotel reservation does not constitute payment for the reserved nights, but it authorizes B&B Hotels to charge your account for the cost of the first night of the reserved stay in the event of a no-show, provided the hotel room reservation has not been canceled ( see section 6 below ).
For all guaranteed reservations, you will be provided with a reservation number. This reservation number allows you to arrive at the hotel at the time of your choosing. If you arrive earlier or later than the stated check-in times, please provide your reservation number to our automated reception system, which will issue you (after payment for your stay, if applicable) a ticket indicating your room number and access code.
3.b Simple Reservation
Your reservation will be a simple reservation if you book without providing your credit card information:
- either directly with the hotel for a stay in Switzerland;
- or, when possible, on the hotel-bb.com website and via the B&B Hotels mobile apps for a stay.
In this case, the reservation number provided to you by B&B Hotels allows you to check in outside of the specified reception hours or to be checked in by the hotel until 6:00 p.m. on the day of arrival. After 6:00 p.m. on the day of arrival, your reservation will no longer be valid, and your hotel room will automatically be re-rented.
3.c Booking Event-Based and/or Promotional Offers
Event and/or promotional offers, available exclusively on the hotel-bb.com website and B&B Hotels’ mobile services, or on the websites and mobile services of B&B Hotels’ business partners, are rate offers for which no combination of offers, cancellations, modifications, or refunds are permitted (including hotel rooms and any additional services).
Unless otherwise specified in the offer’s specific terms and conditions, online prepayment of the full cost of the stay and any additional services is required to confirm this reservation.
3.d. 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 stay in France, you may contact the dedicated group services department at B&B HOTELS by sending an email togroupdesk@hotelbb.com .
3.e 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.
4. Reservation Procedure on hotel-bb.com or via B&B HOTELS Mobile Services
By accepting a room reservation, an accommodation contract is formed. There is no right to a specific room. B&B Hotels reserves the right to impose restrictions customary in the hotel industry, such as minimum stays or advance payments for specific dates. The procedure for reserving a hotel room is as follows:
1. Search for a hotel and select a room and rate;
2. Optionally, select additional services such as breakfast, unless the additional service is included in the rate mentioned in Step 1;
3. Review the details of your reservation, the total price, and the applicable terms and conditions, and make any necessary adjustments to your selection (room, rate, additional services), then provide your contact information;
4. Review the Privacy Policy and accept the General Terms and Conditions of Sale, the General Terms and Conditions of Use for the website, and the Terms and Conditions of Sale for the reserved rate (to adjust your selection, you can go back to the previous steps);
5. Enter your credit card information, review and accept the general terms and conditions of accommodation and the terms and conditions of the reserved rate, and confirm the reservation;
6. B&B Hotels acknowledges receipt of the reservation by immediately sending an email summarizing the contract offer, the additional services booked, the prices, the accommodation terms and conditions for the selected rate (as accepted by the customer), the reservation date, Customer Service contact information, and the address of the hotel where the customer may file complaints.
5. Cancellation or Modification of Your Reservation
Please note that, as this involves the provision of lodging services, you do not have the right of withdrawal provided for in Article 16 of the Federal Consumer Credit Act.
Guaranteed reservations (section 3.a above) and standard reservations (section 3.b above) may be canceled before 6:00 p.m. on the day of arrival.
To cancel a standard or guaranteed reservation free of charge, you must:
- either notify the hotel directly as soon as possible;
- or click on the link provided for this purpose in your reservation confirmation email.
You will receive confirmation of the cancellation. A refund will be issued for the portion of the stay that was canceled (via the same payment method used to pay for the stay).
In the event of a late cancellation (after 6:00 p.m. on your scheduled arrival date), the hotel will charge you the amount corresponding to the first night’s stay (excluding the tourist tax and any additional services), retaining any payments already made or charging the debit card orcredit card details provided at the time of booking as a guarantee to cover cancellation fees (corresponding to the internal costs of processing the cancellation in our systems and making the room available for resale). Any remaining nights that have already been paid for will be canceled and refunded via bank transfer.
Event-based and/or promotional offers (section 3.c above) are not subject to any modification, cancellation, or refund (whether for the cost of the stay or for additional services). In such cases, this is specified in the offer’s specific terms and conditions.
For reservations made during event and trade show periods, different cancellation deadlines apply. These will be displayed during the booking process and on the reservation confirmation.
For any extension of your stay, you must contact B&B Hotels before noon to check availability. If an extension is possible, you must pay for your room immediately so that the hotel can provide you with a new access code.
If you need to cut your stay short, you must notify the hotel by noon so that the shortened stay can be processed. For standard or guaranteed re s, a refund for the canceled portion of your stay will be issued via a check for the corresponding amount. No refund will be granted for this reason in the case of a reservation made as part of a special event and/or promotional offer.
6. No-Show
In the event of a no-show, any guaranteed reservation:
made by providing your bank information and not canceled by 6:00 p.m. on the day of arrival will automatically result in the first night’s stay being billed and charged as a flat-rate compensation, and the remainder of your stay will be canceled at no charge
made via prepayment to the hotel and not canceled by 6:00 p.m. on the day of arrival will, upon your request, result in a refund of the full cost of your stay, minus 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., the amounts paid in advance (deposit) will not be refunded and will be retained as a flat-rate compensation and to cover the cost-free cancellation of the remainder of the guest’s stay.
For “non-refundable” reservations, as referred to in Article 3.c, 100% of the total price due has been paid at the time of booking, unless otherwise expressly stated in the terms of the offer. This amount will not be refunded under any circumstances (for rooms and 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.
7. Price
Prices are displayed before and at the time of booking hotel rooms. They are quoted per room for the number of guests and the selected date. Prices are confirmed to the guest in Swiss Francs and are valid only for the duration indicated on the website. Unless otherwise stated, additional services (breakfast, parking, etc.) are not included in the price.
The tourist tax is to be paid directly on site to B&B Hotels, except in the case of a booking for a special event or promotional offer, in which case this amount is included.
Please note that, depending on the city or country, certain taxes may be added to the rates. Prices include the VAT applicable on the date of booking, and any change in the applicable VAT rate will be automatically reflected in the prices listed on the billing date.
In the event of changes to taxes, fees, and charges, as well as the actual imposition of new taxes, fees, and charges not previously known to the party, B&B Hotels reserves the right to adjust the prices offered.
8. Payment
Online payment is made by credit card (Visa, Mastercard, American Express) via a secure payment system. You will be asked for your credit card number, the security code on the back of your card, and its expiration date. Any payment that is irregular, invalid, incomplete, or fraudulent for reasons attributable to the customer will result in the cancellation of the reservation at the customer’s expense, without prejudice to any civil or criminal action against the customer.
Once your reservation has been confirmed and full online payment has been processed, you will receive a detailed reservation confirmation and a payment receipt for your stay at the email address you provided. The confirmation is deemed to constitute an agreement between the parties. Upon your arrival at the hotel, you will be provided with a summary invoice for the total amount of your stay, including any applicable tourist tax.
Visa Electron and Maestro cards are not accepted to guarantee a reservation, but may be accepted for payment at the hotel. At the automated check-in kiosk, only credit cards equipped with a chip allow you to pay for your stay at B&B Hotels. If your credit card has only a magnetic stripe, to pay for your stay at B&B Hotels, you must arrive at the hotel during reception hours (check-in hours) or use another payment method.
9. Complaints
For stays in Switzerland, any complaints must be submitted to the hotel via the contact form.
To be considered, any dispute must be submitted via email using our contact form within 8 days of your departure from the hotel; failure to do so will result in forfeiture of the right to file a claim. In the event of a dispute, the data stored in our information systems shall serve as conclusive evidence. You must also have taken care during your stay to report any issues in order to minimize potential harm.
In this regard, we draw your attention to the fact that certain hotels are operated by companies that are legally independent from B&B HOTELS, to which they are linked through a franchise agreement, and are therefore solely liable to guests for any damages. As such, any guest complaint concerning an independent company will be forwarded by B&B HOTELS to that company within seventy-two (72) business hours.
B&B HOTELS and the hotels are insured by insurance companies known for their financial stability with respect to their professional liability. You must also take care during your stay to report any issues in order to minimize potential damage.
10. Liability
The photographs and information presented on the website are not binding.
The hotel room must be used by the guest with the utmost care. The guest is liable for any damage to B&B Hotels’ property.
B&B Hotels shall not 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 that the cardholder’s bank refuses payment.
B&B Hotels is liable for damages resulting in death, bodily injury, or harm to health. Furthermore, B&B Hotels’ liability for other damages—including damage to, destruction of, or theft of personal belongings—is limited to cases where the damage results from intentional conduct or gross negligence on the part of B&B Hotels or its employees.
11. Hotel Stay
The length of the room rental period is determined by each B&B HOTEL. You can find this information on the hotel pages.
Pets are allowed at B&B Hotels for an additional fee, only at those B&B Hotels that specify in their specific services that pets are permitted, and provided that the established rules are strictly followed. Pets must be under the guest’s constant supervision, must be free of disease, and must not pose any danger to other hotel guests or hotel staff. Pets are not allowed in the breakfast area, except for guide dogs, hearing dogs, and other similar service dogs. In the event of damage or destruction caused by the pet, the pet owner will be held directly liable. Depending on applicable laws, you may be asked to fill out a police registration form upon arrival at the hotel. To do so, you will be asked to present a form of identification to verify whether or not you are required to complete the police form.
Service dogs accompanying people with disabilities (particularly those with visual or hearing impairments) are welcome in our hotels at no additional cost. These dogs are permitted in all public areas of our properties, including dining areas. Muzzles are not required, and no hygiene regulations may be used to justify denying access. The owner of the service dog agrees to ensure that the animal remains under constant control, does not disrupt the smooth operation of the establishment, and does not cause a nuisance to other guests.
The guest agrees to use the room reasonably and in accordance with its intended purpose; the use of the hotel room for purposes other than lodging is expressly prohibited. Furthermore, any behavior contrary to public decency and public order will result in B&B Hotels asking you to leave the property without any compensation and/or without any refund if 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 compensation fee 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; B&B HOTELS reserves the right to seek full compensation for any resulting damages.
B&B HOTELS offers free Wi-Fi access. The guest agrees not to use the hotel’s IT resources to reproduce, display, make available, or communicate to the public any works protected by copyright or related rights without the authorization of the rights holders or in violation of their rights.
B&B HOTELS aims to provide the best possible experience for its guests, from booking to checkout, and therefore offers the “Refund & Invited” guarantee.
The “Refund & Guest” guarantee is a guest-focused service designed to find a solution in the event of a confirmed issue in the guest’s room or with the breakfast buffet observed during the stay. The guest must report this issue immediately to the hotel front desk.
In the event of a confirmed issue during the stay and if the on-site hotel staff cannot offer a solution, the guest may submit a claim under the “Refund & Invitation” guarantee for the first night of their stay. This claim will result in a refund for the affected service.
In addition to this refund, B&B HOTELS will offer the guest a complimentary invitation for the service that was the subject of the malfunction, to be used during a future stay. Only any optional expenses will remain the guest’s responsibility.
12. Prohibitions
The resale, rental, and/or transfer of reserved rooms is prohibited, particularly to third parties at higher prices. Furthermore, the assignment or sale of rights against B&B Hotels is not permitted. In such cases, B&B Hotels is entitled to cancel the reservation, particularly if the guest has provided false information regarding the type of reservation or the payment for the assignment or sale to a third party.
13. Relocation and Force Majeure
In the event that the reserved room is unavailable, or in the event of force majeure, B&B Hotels reserves the right to accommodate the guest, in whole or in part, at a hotel of equivalent category offering services of a similar nature; any additional costs for the room and transportation between the two hotels shall be borne by the hotel originally reserved.
Any additional costs (related to the difference in room rates) will be borne by the hotel originally booked by the guest.
B&B HOTELS shall not be liable for any failure to perform its obligations resulting from an event of force majeure.
Force majeure in a contractual context occurs when an event beyond the debtor’s control—which could not reasonably have been foreseen at the time the contract was concluded and whose effects cannot be avoided by appropriate measures—prevents the debtor from fulfilling its obligation.
B&B Hotels shall not be liable for any failure to perform its obligations resulting from an event of force majeure. Events of force majeure or unforeseeable circumstances are those generally recognized by the case law of Swiss courts and tribunals.
14. Privacy
When a customer uses the B&B HOTELS website or mobile apps, particularly when making a reservation, B&B HOTELS processes personal data. All relevant information is provided in the “Privacy Policy” and the “Cookie Policy.”
15. Final Provisions
These general terms and conditions of accommodation are subject to change without notice. Any unilateral changes or additions made by the customer are invalid.
16. Dispute Resolution
Without prejudice to applicable procedural rules, and in accordance with Swiss legal practice, B&B HOTELS provides the consumer with the contact information for the independent mediation service responsible for the hotel industry. The consumer may thus contact the Ombudsman of the Swiss Travel Industry (Ombudsman Tourisme Suisse).
After contacting B&B HOTELS’ customer service department to attempt to resolve the dispute amicably, and in the absence of a satisfactory response or any response within sixty (60) days of the complaint, the customer may contact the Ombudsman, whose contact information is as follows:
Mailing Address: Ombudsman for the Swiss Travel Industry, Etzelstrasse 42, 8038 Zurich, Switzerland
Email: info@ombudsman-touristik.ch
Information: http://www.ombudsman-touristik.ch
A case may be referred to the Ombudsman (who offers free, impartial, and confidential mediation) within twelve (12) months of the initial complaint.
If an amicable resolution cannot be reached through this mediation service, the dispute may be brought before the Swiss courts. In accordance with the Swiss Code of Civil Procedure (CPC), legal action is generally preceded by an attempt at conciliation before the competent cantonal conciliation authority (the venue for such proceedings is generally the consumer’s Swiss domicile or the location of the hotel). Swiss substantive law applies.
17. Jurisdiction and Governing Law
All legal relationships arising from the contract between the parties are governed exclusively by Swiss law; the place of jurisdiction is Zurich.
18. 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 for as long as B&B HOTELS’ services remain available online for reservations of up to ten (10) rooms.
They are subject to change and/or amendment at any time. As such, we encourage you to review them regularly.
The applicable General Terms and Conditions of Sale are those in effect at the time of booking.
Changes made to the General Terms and Conditions of Sale will not apply to reservations already made on the Website.
Reservations for more than 10 rooms are subject to a group contract. For any information regarding a stay in Switzerland, the B&B Group Department is available to assist you at 02 98 33 76 18 or by email at groupes@hotelbb.com.