Article 1: Definitions
Each term described herein in capital letters has the meaning given to it in its definition which appears in the present article:
« CONDITIONS GÉNÉRALES D’UTILISATION » (CGU) désigne le présent document.
« GÎTES DE France » désigne l’ entitéé du réseau Gîtes de France® avec laquelle la réservation
du logement aé aé conclue.
« CLIENT means the person who has stayed in a Gîtes de
France® labelled accommodation and who writes an opinion about it.
« PROPRIEÉTAIRE » désign the person who owns a hébergement diffusedé on one of the sites
du réseau Gîtes de France®.
Article 2: Scope of application
Reviews are now a major element in the process of finding information and making decisions for Internet users. They also offer a particularly rich source of information for owners in the continuous improvement of the quality of their services and in the development of the quality of their customer relations.
These General Terms and Conditions of Use (GTCU) cover the principles and rules for collecting, moderating and returning online customer reviews.
They ensure the reliability of the collection processes and define all the principles and requirements put in place by Gîtes de France®, in order to process customer reviews in a transparent and fair manner.
The processing of reviews includes the steps for their collection, moderation and restitution.
Article 3: Information for internet users
Gîtes de France® établishes principles and rules for the collection, moderation and restitution of reviews with which customers must comply in order for their reviews to be accepted and published.
The submission of reviews does not give rise to any benefit or financial consideration for the customer.
3.1 Independence The collection, moderation and return of reviews are completely independent of the advertising and sales of products and services carried out on the site.3.2 Accessibility The GTUs are displayed when the review is collected; they are validated by ticking a box when the review is submitted.
3.3 Acceptance – By validating a box to be ticked when the first review is posted, the customer formally accepts the GTCU. On this occasion, he/she also certifies :
● he/she is a natural person,
● he/she is not in a situation of conflict of interest,
● he/she has had personal experience of consuming the day for which he/she is submitting his/her review,
● he/she is attaching to his/her review only those parts of the website that he/she considers relevant,
● he/she is not a natural person,
● he/she is not in a situation of conflict of interest,
● he/she has had personal experience of consuming the day for which he/she is submitting his/her review,
● he/she is attaching to his/her review only those parts of the website that he/she considers relevant; their opinion only with items (documents, photos, etc.) of which they are the actual owner and/or holder of the rights of use,
● agree to be contacted again for verification purposes. Gîtes de France will reject notices that do not comply with these principles.
Gîtes de France® undertakes:
● à that for each contract registered; by Gîtes de France®, the customer can leave his review after his séjour on the accommodation he has occupied,
● à there is no selection of customers based on their perceived experience (positive or negative) or their characteristics (e.g. French customers),
● à; - there is no selection of customers based on their perceived experience (positive or negative) or their characteristics (e.g. French customers),
● à - there is no selection of customers based on their perceived experience (positive or negative) or their characteristics (e.g. French customers),
● à - there is no selection of customers based on their perceived experience (positive or negative) or their characteristics (e.g. French customers);quents),
● that there is no misrepresentation or deception regarding the subject matter of the listing (the reference to the accommodation is included on the online form),
● that the information provided is accurate and complete, and
that there is no misrepresentation or deception regarding the subject matter of the listing (the reference to the accommodation is included on the online form),
that there is no misrepresentation or deception regarding the subject matter of the listing, and
that there is no misrepresentation or deception regarding the subject matter of the listing (the reference to the accommodation is included on the online form);The author of the notice may request that it not be published (tick the box at the end of the notice form).
3.4 Contact – Gîtes de France® may contact the customer à for the purposes of verifying the authenticity of the notice. Should the customer fail to respond to the verification process, the review may be deleted.
3.5 Intellectual property The customer transfers, free of charge and exclusively, all rights of reproduction, representation, translation, the right of use, the right of exploitation, the right of adaptation and the right of distribution of the notices it publishes.
Article 4: Collection process
4.1 General principles The general objective of the collection process is to collect customer opinions in an objective and verifiable manner. It ensures that no bias can be introduced by any stakeholder. It ensures that customers can express their opinion on a day-to-day experience that they themselves have had, with full knowledge of how it is collected and without the collection process influencing their opinion in any way.
4.2 Purpose Reviews are collected for various purposes, in particular:
● to assess customer satisfaction following their stay,
● to compare customer reviews of different properties in order to help Internet users make their booking decisions,
● to promote the Gîtes de France offer.
4.3 Protection of personal data – Gîtes de France®, as the data controller, complies with current legislation on the protection of personal data.
In accordance with the French Data Protection Act (Loi n°78-17 du 6 janvier 1978), amended by Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (the "Regulation");ral sur la Protection des Données »), the customer has a right of access, modification, rectification and publication of his opinion and of any information concerning him by writing to the following address: Gîtes de France® – 8, rue d’Athènes - 75009 PARIS or via the contact form on www.gites-de-france.com In accordance with the regulations in force, you have the right to access, rectify, delete, limit, oppose and port your personal data. These rights may be exercised by contacting the data protection officer by post at the following address: 8 rue d'Athènes, 75009 PARIS or by electronic means at the following address: dpd.fngf@gitesdefrancefede.com
4.4 Identification of the author of the notice A notice must include the following attributes, which attest to its author's experience and which are collected during the collection phase by :
● the identification of the customer, author of the review,
● the timestamp of the date of the customer's review,
● the period of the review,
● a structured questionnaire.
The customer also agrees to be recontacted for the purposes of verification, additional information, etc.
4.5 Structuring the content of reviews during the collection process Gîtes de France® gives the customer the opportunity to describe his or her consumer experience in his or her own words and language. However, they are asked to:
● comply with regulations, particularly those relating to consumer protection, competition law, press law, intellectual property,
etc. not to copy other people's comments or opinions,
● to post an opinion that is legible, clear and understandable by everyone,
● to avoid text messaging, spelling mistakes, coarse or vulgar language, abbreviations (e.g. "c" instead of "c"), or any other form of abuse: "c" instead of "c'est", "ki" instead of "qui"…),
● to respect text length restrictions,
● to ensure that the terms used are as neutral as possible.
4.6 Collection form – Gîtes de France® provides the client with a questionnaire covering the séjour. Gîtes de France® will not bias the advice in one direction or another. The customer can describe their experience of the day in their own words and language.4.7 Verification processes and tools during collection – Gîtes de France® has developed processes for verifying the content collected to ensure that it complies with the principles and rules. These processes combine automated tools with manual verification processes.
The analyses carried out are based in particular on:
● the characteristics gathered during the process of identifying the consumer as a user of the review management site,
● the user's behaviour,
● the comparison of the rating awarded with the average,
● the examination of the language used in the review.
On the basis of these analyses, Gîtes de France immediately initiates the process of moderating and restoring non-problematic content. Indeed, speed plays a vital role in a positive customer experience and in the relevance of the content published.
Reviews expressing customer dissatisfaction with the customer's experience are not considered potentially problematic content.
It is important to note that the content published by France&ereg; is not considered potentially problematic content.
Article 5: Moderation
5.1 General principles The purpose of moderation is to ensure that the content collected complies with French law and the General Terms and Conditions of Use of the site, with a view to publishing, rejecting or deleting this content.
5.2 Moderators The moderator is responsible for applying the rules for moderating customer reviews. They can :
● access the integrity of the content of the reviews collected,
● access the information relating to the identity of the user,
● access the information relating to the content of the reviews collected,
● access the information relating to the identity of the users,
● access the information relating to the identity of the users,
● access the information relating to the identity of the users,
● access the information relating to the identity of the users,
● access the information relating to the identity of the users,
● access the information relating to the identity of the users,
● access the information relating to the identity of the users;identity of the author collected when the notice was sent, so that, if necessary, the author can be contacted,
● access all information relating to the identity of the author collected when the notice was sent, so that, if necessary, the author can be contacted,
● access all information relating to the identity of the author collected when the notice was sent;to obtain all the information relating to the history of the notification,
● to assist accommodation owners with the drafting of the notification,
● to assist accommodation owners with the drafting of the notification;
● responding to notices,
● refusing to publish problematic notices by rejecting them.<5.3 Characteristics of moderation Moderation is independent of the content of the notice (note or textual content). It is carried out a priori and a posteriori, in compliance with the GTC. The customer review is modified within a maximum period of one month from the date on which the review is published.5.4 Right of withdrawal The author of the notice may exercise his right of withdrawal with Gîtes de France, leading to the publication of his notice being discontinued. The notice will nevertheless remain registered in the databases of G&eicirc;tes de France®
On the other hand, it is not possible for the author of a notice to modify it once it has been published.<5.5 Rejection of the notice The author of the notice is systematically informed of the rejection of his notice and the reason for the rejection, if applicable. Following this, Gîtes de France® must give the consumer the opportunity to rectify his rejected notice in order to resubmit ità the modération.
5.6 Reasons for rejecting a customer review A customer review may be rejected for the following reasons in particular:
● if Gîtes de France® considers that its civil or criminal liability may be incurred,
● if the textual content contains insults or gross negligence,
● if Gîtes de France® considers that its civil or criminal liability may be incurred,
● if the textual content contains insults or gross negligence,
● if Gîtes de France® considers that its civil or criminal liability may be incurred,
● if the textual content contains insults or gross negligence;if the textual content contains insults or swearwords,
● if the information relating to the identity of the author contains insults or swearwords,
● if the textual content contains aliases or word sequences that are not in accordance with the author's identity,
● if the textual content contains aliases or word sequences that are not in accordance with the author's identity,
● if the textual content contains aliases or word sequences that are not in accordance with the author's identity,
● if the textual content contains aliases or word sequences that are not in accordance with the author's identity;atoires ou des suites de mots sans aucune signification,
● si le contenu (texte, document, image…) est sans rapport avec le sujet noté,
● si les attributs de l’avis comportent des éléments concrets de conflits d’intéif the textual content is poorly written to the point of being unintelligible,
● if a customer makes an inappropriate comment about another piece of content or its author,
● if the textual content intended for publication contains a misleading or offensive message,
● if a customer makes an inappropriate comment about another piece of content or its author,
● if the textual content intended for publication contains a misleading or offensive message,
● if a customer makes an inappropriate comment about another piece of content or its author,
● if a customer makes an inappropriate comment about another piece of content or its authorif 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 the customer has not paid 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 the customer has not paid a credit card number, social security number, bank account number or any other information that could lead to identity theftif the textual content includes a call for legal action,
● if the content mentions websites, hyperlinks, URLs, email addresses or telephone numbers,
● if the textual content includes a call for legal action,
● if the textual content mentions websites, hyperlinks, URLs, email addresses or telephone numbers,
● if the textual content mentions websites, hyperlinks, URLs, email addresses or telephone numbers,
● if the textual content mentions websites, hyperlinks, URLs, email addresses or telephone numbers;If the textual content contains 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. Gîtes de France® will remove images (photo, video, …) accompanying reviews if the author does not have the rights to use the illustrated contributions posted with the review.
● 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 information describing the consumer experience is not provided. Gîtes de France® will delete the images (photo, video, …) accompanying the reviews if the author does not have the rights to use the illustrated contributions déposed with the review.
Article 6: Return of notices
6.1 General principles; Notices shall be returned within a maximum period of one month from the date of submission, including any amendments.
Return constitutes:
● a display of all notices, with the exception of those rejected by the moderator,
● a chronological display in relation to the date of the day,
● transparency of the calculation principles for aggregating the scores,
● a display of information on the author of the notice and the date of each notice. Gîtes de France® displays all reviews, whether positive or negative, as long as they comply with its principles and rules and have not been rejected during the moderation process.
Gîtes de France® is not selective about the reviews it publishes. Each opinion is reproduced in its entirety.
6.2 Ratings – All the overall ratings of the reviews are aggregated into an overall summary rating per accommodation, calculated using a simple mathematical average, together with the total number of reviews that it aggregates. This score only takes into account the scores of notices posted within a period of less than or equal to the period of validity, which is two years.
The overall rating is also accompanied by a label to describe the rating achieved by the accommodation.
Here is the correspondence for overall scores between 3.5 and 5:
● 3.5 including 4: Good
● 4 including 4.5: Very good
● 4.5 including 4.9: Excellent
● 5: Superb Gîtes de France® will not put a label for overall scores below 3.5.
6.3 Information on the author of the review – Gîtes de France® distinguishes between the profile information visible to the public and all the information provided by the customer when submitting the review:
● the customer has control over the dissemination of his or her personal data,
● the settings protect the customer's privacy and identity,
● the owner's public right of review is validated for each review.
By accepting these T&Cs, the customer consents to the following information being published:
● his pseudonym,
● the dates of his stay in the accommodation,
● the reason for his stay (family stay, stay with friends, etc.)
6.4 Owner's right of reply – Gîtes de France® allows the owner whose accommodation is rated to reply publicly to notices in order to:
● thank the customer for his or her contribution,
● give the customer's version of events,
● indicate any changes that have been made since the customer wrote the review
Replies from property owners are welcome;owners' responses are moderated by Gîtes de France under the same conditions as customer reviews, in accordance with the principles and rules set out in the GTCU.
They are published within seven calendar days from the date on which the review is received from the customer, and are attached to the review in question. Each response is displayed on the site under the review in question. The right to reply is granted free of charge to the owner.
6.5 Criteria for deleting notices after publication – &At the request of a notice author, Gîtes de France® offers the possibility of de-publishing its notice, while retaining the traçabilité à purposes of subsequent verification.
Gîtes de France will keep personal data for no longer than is necessary for the purposes for which it is collected, in accordance with the provisions in force.
6.7 Loss of the right to post a notice for the author of a notice recognised as illicit or inappropriate after modification In the event of the identification of an author who has posted one or more notices recognised as illicit or inappropriate after modification, and after the publication of the notice, the author of the notice will have the right to cancel the notice;ration, and after having applied the
procedures related to the rejection oràes dépublication of customer reviews explainedées précédemment, Gîtes de France® will cease to solicit its review and delete all comments linkedés to the customer concernedé.
Article 7: Dissemination
This document applies to reviews collected by Gîtes de France® for the following websites:
● www.gites-de-france.com
● http://chambredhotes.gites-de-france.com
● http://ville.gites-de-france.com
● as well as the départementaux and régionaux sites Gîtes de France®.
The customer gives the various rights à Gîtes de France® to distribute all of its comments.
Article 8: Responsibility
Gîtes de France® provides a tool designed to collect the opinions of its customers. This tool is provided as is. Gîtes de France makes no warranties of any kind about this tool, its content or its performance.
Gîtes de France® cannot be held liable for any direct or indirect, material or immaterial prejudice suffered by the author of the notice and/or third parties as a result of the use of this tool.
Article 9.
Article 9: Termination
Gîtes de France&eregute; reserves the right to terminate, without prior notice or compensation, its customer review tool.
Article 10: Entry into force
The GCU are applicable from the moment they are accepted by the author of the notice. Gîtes de France reserves the right to modify these GTC at any time.