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Guidelines for guest reviews

(Status: November 2024)

PDF version

B&B HOTELS would like to thank all guests who contribute to the continuous improvement of services at B&B Hotels through their feedback.

Please read these guidelines for guest reviews (“Guidelines”) carefully before submitting a review. The guidelines regulate the legal framework for guest reviews and the use of the guest review service. By submitting a review, you declare your agreement with the Guidelines in their currently valid version.

The guest review service for guests of B&B Hotels in Germany is operated by B&B Hotels Germany GmbH, Altkönigstraße 10, 65239 Hochheim am Main (hereinafter referred to as “B&B HOTELS” or “we”). B&B Hotels Germany GmbH has commissioned TrustYou GmbH, Schmellerstraße 9, 80337 Munich (“TrustYou”) to operate the guest review service. 

The central contact point for authorities and guests using the guest review service is 
customer-service-de@hotelbb.com

Messages can be sent in German or English.  

We reserve the right to change these guidelines at any time at our own discretion.  

1. Content and purpose of the guest review service 

B&B HOTELS gives guests the opportunity to rate their stay at a B&B Hotel in Germany via the TrustYou guest review service. Shortly after their hotel stay, guests receive an email with a link to a satisfaction questionnaire and rating form. The link is valid for 30 days. A review can only be submitted via the link. After 30 days of the e-mail being sent, the link will no longer work; it will no longer be possible to submit a review via the guest review service. 

The guest review service gives the B&B Hotel in which the guest was accommodated the opportunity to respond to reviews. 

The submission of a review is voluntary. The guest receives no financial or other material consideration for submitting a review.

2. Principles for the submission and handling of guest reviews
 

2.1 Rules for the use of the guest review service

Guests acknowledge and agree that all information they submit via the guest review system is their sole responsibility. 

By submitting a review, each guest confirms that they are only making their own experiences as a guest of a B&B Hotel in Germany the subject of a review and are reporting truthfully about their stay. 

By submitting a review, the guest also confirms that he/she is of legal age (18 years +) and has not received any financial or other material consideration for submitting the review. 

Guests acknowledge that the information they provide via the guest review service will be evaluated by B&B HOTELS and TrustYou and may be made publicly available on the B&B HOTELS website and in other electronic communication media, e.g. the B&B HOTELS app, which is why the opinions expressed must be free from distribution and reuse rights of third parties. Guests grant B&B HOTELS and the service provider commissioned with the operation of the guest review service the non-exclusive, free, transferable, temporally and spatially unrestricted right to reproduce, display, edit, translate, distribute and make publicly available the review.

The guest review service is used exclusively to evaluate and publish reviews of a guest's stay at a B&B Hotel in Germany. Guests therefore undertake

to use access to the guest review service exclusively for personal use and not to pass it on to third parties (neither for personal nor for commercial purposes or to generate unwanted emails such as spam) and to treat the access option confidentially;

  • not to disseminate any comments, images or URLs that link to websites whose content is offensive, defamatory, slanderous, racist or xenophobic, encourages pornography, pedophilia, suicide, discrimination, hatred, terrorism or other criminal acts or condones war crimes or crimes against humanity;
  • not to use the access for actions that violate the rights of third parties or endanger the safety of persons, in particular not to harass, stalk or threaten anyone;
  • not to transmit or use any malware (Trojans, spyware, viruses, etc.) or other programs via the access that could disrupt the guest review service or other users;
  • not to use the guest review service for advertising purposes;
  • not to transmit or share any e-mail addresses or telephone numbers or links to other websites or service platforms via the guest review service;
  • not to use the guest review service in a fraudulent or abusive manner, in particular to refrain from overloading the service through indiscriminate direct advertising (spamming, mass e-mails, junk e-mails, mail bombing) or to cause an overload by sending “teasing” or “trolling” messages that generate an excessive number of responses;
  • to protect the privacy of third parties and not to transmit personal data of third parties and to maintain the confidentiality of third party messages;
  • not to infringe the intellectual property of third parties, in particular to protect copyrights and similar rights of third parties and, in particular, not to transmit or share photos without the permission of the rights holder;
  • not to copy the content of the guest review service and not to pass it on to third parties for any purpose whatsoever; 

In order to ensure the authenticity of the guest reviews, guests also undertake

  • not to conceal or disguise their true identity and in particular not to impersonate another person;
  • to use the guest review service exclusively via the link provided and to refrain from accessing the guest review service in any other way,
  • not to use the guest review service to collect data from another natural or legal person or to contact other users for any purpose whatsoever;
  • not to attempt to obtain or use the access of another guest;
  • not to change or otherwise access the ratings and data of other users of the guest review service;
  • not to do anything that could disrupt, restrict, slow down, prevent or otherwise adversely affect the proper operation of the Guest Review Service;
  • not to change or delete any information that can be accessed via the guest review service in whole or in part.
     

2.2 Checking reviews

B&B HOTELS and TrustYou use automated moderation tools to check guest reviews. B&B HOTELS reserves the right not to publish reviews that violate these guidelines or to remove them permanently and without notice from the website and app. 
This procedure does not exclude the right of B&B HOTELS to exclude the guest from the guest review service.
Since not all illegal content can be identified through the review process, in particular content that infringes the rights of third parties, guests who have submitted reviews indemnify B&B HOTELS against all claims relating to content in their reviews that is found to be illegal.

This guest review service is not to be used or considered as a social network or dating platform. In this sense, any exchange or attempted exchange of contact information is considered a violation of these guidelines.

B&B HOTELS provides guests and other visitors to the website and app with a link to digital platforms that allows them to report a review. This “Report a review” link can be found next to the review in question or in the contact form on our B&B HOTELS website. The report can also be made via the following email address: customer-service-de@hotelbb.com 

2.3 Rejection of a review

B&B HOTELS reserves the right to reject (i.e. not publish) a review if it violates these guidelines, legal regulations or morality, in particular if :

  • the rating violates applicable law;
  • there is an objectively justified fear that the publication of the review may give rise to civil or criminal liability;
  • the review contains insults, inappropriate profanity or obscenities;
  • the review contains random characters or word sequences without any meaning or the submitted text is incomprehensible for other reasons;
  • the review is recognizably unrelated to the guest's stay at the hotel or indicates that the guest did not stay at the hotel;
  • the review contains an inappropriate or unobjective comment about other content or its author;
  • the review contains personal information, such as the first or last name of persons who are not public figures, a telephone number, an address or e-mail address, a credit card number, a social security number, a bank account number, or any other information that could lead to identity theft;
  • the review contains websites, hyperlinks or URLs;
  • the review does not contain a title or text content.

If a review is rejected, B&B HOTELS will inform the author of the review of the reasons for the rejection. 
 

2.4 Publication of reviews and overall rating

Reviews are made publicly available on the B&B HOTELS website and on the B&B HOTELS app 72 hours after submission for a period of 24 months. The reviews are placed in the online booking system with the advertisement of the specific B&B Hotel. Multiple reviews for a B&B Hotel are sorted and displayed in the order of the date they were submitted, with the most recent reviews appearing first.
 

The identity of the author of a review will not be disclosed. B&B HOTELS will publish a maximum of the first name and the first letter of the guest's surname (e.g. Max M.) and the date of the review in connection with a review, depending on the guest's attitude. The publication can also be anonymous. 

Each review contains an overall rating in the form of a score given by the guest when asked to rate the entire stay (“overall score”). The overall rating of a hotel (“Global Score”) is made up of the sum of all total scores and includes the scores of ratings without a title or without text content in the main comment. It is calculated using a special algorithm for rating a hotel. The most recent customer reviews are weighted more heavily. The last 24 months are used as the basis for the calculation. The scores are mathematically rounded as follows:

  • a score of 3 or 3.1 or 3.2/5 is displayed as 3/5
  • a score of 3.3 or 3.4 or 3.5/5 is displayed as 3.5/5
  • a score of 3.6 or 3.7/5 is displayed as 3.5/5
  • a score of 3.8 or 3.9 or 4/5 is displayed as 4/5.

 

2.5 Reporting illegal content and removing reviews

Guests and other visitors can report illegal content in a review published on the website or app if they believe that the content does not comply with the applicable laws or these guidelines.
Guests and other visitors also have the option of requesting the modification/deletion of their review or the review of a third party via the link provided with each review or via the following e-mail address: customer-service-de@hotelbb.com.

All changes to the content of reviews are subject to a re-examination of the review in question.

At the request of a B&B Hotel, a review may be removed from the website and app if it is proven not to be in accordance with these guidelines. In this case, the author of the review will be notified.

 

3. Obligations and responsibility of B&B HOTELS, handling of reports

Internet connections are not secure. Taking this into account, it is the responsibility of each guest to take all appropriate measures to protect their own data and/or software from viruses or unauthorized access by third parties to their systems and to implement the usual security measures for their own systems.

B&B HOTELS is not responsible for content that is accessible via the Internet and for any damage that may result from its use.

B&B HOTELS cannot be held responsible for the use of data or information entered by a guest via the guest review service.

B&B HOTELS declines all responsibility for the consequences of fraudulent, abusive or excessive use of the guest review service, such as the voluntary or involuntary overloading of the service or the sending of emails or other spam messages to guests based on information that may have been collected by a third party via the guest review service.  

The liability of B&B HOTELS is excluded in the following cases:

  • incorrect installation and/or misconfiguration and/or malfunction of the devices of guests using the guest review service,
  • improper use of the guest review service,
  • inability to access the guest review service,
  • malfunctions, interruptions and/or total or partial unavailability of the Guest Review Service
  • force majeure.

In no event shall B&B HOTELS be liable for direct and/or indirect material and/or immaterial damage caused to guests and/or third parties through the use of the guest review service, unless the damage was caused intentionally or through gross negligence on the part of B&B HOTELS. B&B HOTELS has unlimited liability for damages arising from injury to life, limb or health for which B&B HOTELS is responsible. B&B HOTELS is only liable for damages caused by simple negligence in the event of a breach of an essential contractual obligation, but the amount is limited to the foreseeable and typical damages for the guest review service. Essential contractual obligations are those that enable the proper implementation of the guest review service and on whose fulfillment the user relies and may rely. 

The liability of B&B HOTELS for reviews that are made publicly accessible via the website or app is based on the legal requirements, in particular Art. 4 et seq. of Regulation (EU) 2022/2065 of the European Parliament and of the Council of October 19, 2022 on a single market for digital services and amending Directive 2000/31/EC (Digital Services Act).  

The reporting of illegal content in ratings is handled as follows

1. with the notification report, the reported content, together with the concerns raised, is forwarded to the internal review department for review .
2. if necessary, the author of the objectionable review is contacted. During the ongoing review process, the disputed review and, if applicable, the hotel's response will remain publicly accessible on the website and app.
3. the review and/or response will be removed if they violate these guidelines or applicable law. 
4. if the reporting person has provided an e-mail address, the decision regarding the report and the possible legal remedies against this decision will be communicated. 
5. reporting persons affected by a decision on a report have the right to choose a certified out-of-court dispute resolution body to resolve disputes in connection with these decisions. 

4. Exclusion of guests from the guest review service 

B&B HOTELS reserves the right to suspend or terminate access to the guest review service at any time, in particular in the event of a breach of the rules of use by guests and, in particular, in the event of hacking, unauthorized use or the dissemination of messages contrary to public order or morality originating from or caused by the guest's account, without B&B HOTELS being held liable. In this case, guests are not entitled to compensation or any other form of redress.
Furthermore, B&B HOTELS reserves the right to suspend or terminate a guest's access to the guest review service at the request of third parties or the competent authorities, without B&B HOTELS being held liable and without the user being able to claim compensation or redress.

5. Information on data protection

Information on how your personal data is processed in connection with the guest review service can be found in our privacy policy.

6. Applicable law and dispute resolution 

These guidelines are subject to German law.

Guests are invited to contact the B&B HOTELS customer service department before resorting to arbitration or a court of law and, if necessary, to go through a voluntary mediation procedure. The B&B HOTELS customer service can be contacted as follows

- by post: B&B HOTELS, Altkönigstraße 10, 65239 Hochheim am Main
- by e-mail: kontakt@hotelbb.de 

The European Commission provides a platform (ODR platform) for out-of-court online dispute resolution at https://www.ec.europa.eu/consumers/odr. B&B HOTELS does not currently participate in the alternative dispute resolution procedures offered there; the online dispute resolution platform can therefore not currently be used by users. 

B&B HOTELS is neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board.