Article 1: Définishes
Each capitalized term herein shall have 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 aét&e conclute;.
« 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 broadcasté on one of the sites of the Gîtes de France® network.
Article 2: Scope of application
Reviews are now a major element in the process of finding information and making purchasing 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, as well as in the development of the quality of their customer relations.
These General Terms and Conditions of Use (GTCU) relate to 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® établit des principes et règles de collecte, modacute;ration et restitution des avis auxquels les clients doivent se conformer pour que leurs avis puissent être acceptés et publiés.
The dépôt of reviews does not give rise to any advantage or financial consideration to the benefit of the customer.
3.1 Indépendence – The operations of collecting, moderating and returning reviews are totally indépendent from the operations of advertising and selling products and services carried out on the site.
3.2 Accessibility
The T&Cs 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 GCU. On this occasion, he/she also certifies:
- être a natural person,
- not to be in a situation of conflict of interest,
and
- have personally had the consumer experience of the day for which they are giving their opinion,
and
- only attach to its review items (documents, photos, etc.) of which it is the actual owner and/or holder of the rights of use,
and
- agree to be contacted again for verification purposes.
Gîtes de France® will reject reviews 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 opinion after his stay on the accommodation that he has occupied,
- à ce qu’il n’y nélection des clients en fonction de la perception de leur expérience (positive ou négative) ou de leurs caractéristiques (par exemple clients fréquents),
- à ce’il n’y ait ni présentation inexacte ni tromperie sur l’objet noté (la référence de l’hbergement est reportée sur le formulaire en ligne),
- à ce’un avis ne soit pas publié dès lors que l’auteur en a fait la demande (box à cocher à la fin du formulaire de dépôt de l’avis).
3.4 Contact – Gîtes de France® may contact the customer for the purposes of verifying the authenticity of the review. Should the customer fail to respond to the verification operations, his/her review may be deleted. .
3.5 Intellectual property – The customer cède à titre gratuit et exclusif la totalityé des droits de reproduction, de représentation, de traduction, le droit d’usage, le droit d’exploitation, le droit d’adaptation et le droit de distribution des avis qu’il publie.
Article 4: Collection process
4.1 General principles The general objective of the collection process is to gather customer opinions in an objective and verifiable manner. It ensures that no bias can be introduced by any party. It makes it possible to ensure that customers can express their opinion on a day-to-day experience that they themselves have had, in full knowledge of the collection procedures and without the collection process influencing their opinion in any way.In order to avoid conflicts of interest, authors who have an interest in the subject under review are excluded.Lastly, opinions are solicited from customers who have stayed in Gites de France-labelled accommodation, with rental contracts for specialised equipment, or who have made bookings via the website www.gites-de-france.com, with our reservation centres or in some cases directly with the owners.
4.2 Purpose– Opinions are collected for various purposes and in particular:
- &evaluate customer satisfaction following à their séjour,
- comparing customer reviews of different accommodation in order to help internet users in their booking decision,
- promote the Gîtes de France® offer.
4.3 Protection of personal data – Gîtes de France® complies with the legislation on the protection of personal data. In accordance with Law n°78-17 of 6 January 1978, known as the Data Protection Act, customers have the right to access, modify, rectify and publish their opinion and any information concerning them.
4.4 Identification of the author of the review – A review must include the following attributes, which make it possible to attest to the experience of its author, and which are collected during the collection phase by:
- the identification of the customer, author of the review,
- the timestamp of the dépôt of the customer's review,
- the period of the day,
The customer also agrees to be contacted again for the purposes of verification, further information, etc.
4.5 Structuring the content of reviews during collection – Gîtes de France® gives customers the opportunity to describe their consumer experience in their own words and language. However, it is asked:
- to comply with regulations, particularly in terms of consumer protection, competition law, press law, intellectual property, ,
- not to copy the comments or opinions of others,
- de dépose a notice readable, clear and understandable by all,
- déviter le langage SMS, les fautes d’orthographe, le langage grossier ou vulgaire, les abréviations (Ex: "c" au lieu de "c'est", "ki" au lieu de "qui"…),
- to respect text length restrictions,
- 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 séday. Gîtes de France® does not steer the opinion in one direction or another The customer can describe their séday experience in their own words and language.
4.7 Processes and tools for verification during collection – Gîtes de France® has developed processes for verifying collected content to ensure that it complies with the principles and rules. These processes combine automated tools, as well as manual verification processes.
The analyses carried out rely in particular on:
- characteristics collected during the process of identifying the consumer as a user of the review management site,
- the behaviour of the user,
- comparison of the rating awarded with the average,
and
- examination of the language used in the notice.
On the basis of these analyses, Gîtes de France® immediately initiates the processes of modelling and rendering non-problematic content. Indeed, speed plays a vital role in a positive customer experience and in the relevance of the content published.
Reviews stating that the customer is dissatisfied with the service are not considered potentially problematic content.
Article 5: Modération
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 such content.Gîtes de France uses moderation that is both automatic and human.
The same moderation process applies to all opinions, whether positive or negative. Finally, moderation is carried out a priori and a posteriori by moderators.
5.2 Modérateur – The modérateur is in charge of applying the modération rules for customer reviews. He may:
- accéder à l’intégralit; of the content of the review collected;
- access the information relating to the identity of the author collected during the submission of the notice so that, if necessary, the author can be contacted,
- access the information relating to the identity of the author collected during the submission of the notice so that, if necessary, the author can be contacted,
- access the information relating to the identity of the author collected during the submission of the notice so that, if necessary, the author can be contacted
- access à all information relating à the dépôt d’avis's history,
- assist accommodation owners in responding to customer reviews,
and
- reply to posted reviews,
- refuse the publication of problematic reviews by rejecting them
.
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5.3 Characteristics of the modération – The modération is independent of the content of the notice (note or textual content). It is carried out a priori and a posteriori, with reference to compliance with the law and the GTCs.
The customer review is modified within a maximum period of one month from the date of publication of the review. 5.4.
5.4 Right of withdrawal – The author of the notice may exercise his right of withdrawal with Gîtes de France® leading to à the cessation of publication of his notice. The notice will nevertheless remain registered in the databases of G&eicirc;tes de France®.
On the other hand, it is not possible for an 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 their rejected review in order to submit it à again à the modération.
5.6 Reasons for rejecting a customer review – A customer review may be rejected, in particular, for the following reasons:
- if Gîtes de France® believes that its civil or criminal liability may be incurred,
- if the textual content includes insults or grossièretés,
- if the information relating to the identity of the author contains insults or grossup,
- if the textual content contains insults or grossup,
- if the textual content contains insults or grossup,
- if the textual content contains insults or grossup,
- if the textual content contains insults or grossup,
- if the textual content contains insults or grossup
- if the textual content contains algebraic characters or sequences of words without any meaning,
- if the content (text, document, image…) is unrelated to the subject noté,
- if the attributes of the notice contain concrete evidence of conflicts of interest,
- if 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 to be published includes personal information, such as the name or first name of individuals, a telephone number, a specific physical address or an email address,
- if the textual content includes a credit card, social security, bank account number or any other information that could lead to identity theft,
- if the textual content indicates that the customer has not reviewed his or her consumer experience,
- if the textual content includes an appeal à 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, vidéo, …) accompanying 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 withdrawal, including any amendments.
The return shall constitute:
- a display of all the notices, with the exception of those rejected by the moderator,
- a chronological display in relation to the day's date,
- a transparency of calculation principles for the aggregation of scores,
- a display of information on the author of the notice à côté of each.
Gîtes de France® displays all reviews, whether positive or negative, as long as they comply with à 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 also restored in its integrity.
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 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 score is also accompanied by a label that qualifies the score achieved by the accommodation.
Here is the correspondence for overall scores between 3.5 and 5: .
- 5 à 4 included : Good
- 4 à 5 inclusive: Très bien
- 5 à 4.9 inclusive: Excellent
- 5: Superb
Gîtes de France® will not put a label on overall scores below à 3.5.
6.3 Information on the author of the review – Gîtes de France® distinguishes between profile information visible to the public and all information provided by the customer when submitting the review:
- the customer has control over the dissemination of their personal data,
- the setting is protective of the customer's privacy and identity,
- the owner's public right of reply is validated for each
.
By accepting these TOS, the customer consents to the following information being published:
- his pseudonym,
- the dates on which he stayed in the accommodation,
and
- the reason for his séjour (séjour en famille, séjour entre amis, 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 their contribution,
- give its version of the facts,
- indicate any changes introduced since the review was written by the customer
.
Owners' responses are moderated by Gîtes de France® under the same conditions as customer reviews and in accordance with the principles and rules set out in the GTC.The right to respond 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-acute;-publishing its notice, while retaining traçabilit;e; à for the purposes of subsequent verification.
Gîtes de France® keeps data of a personal nature for no longer than is necessary for the purposes for which it is collected, in accordance with the provisions of the Act of 6 January 1978 as amended by the Act of 6 August 2004. Gîtes de France takes into account the legal deletion obligations relating to the maximum retention period for files containing personal data.
When there is a change in ownership and/or a complete renovation of an establishment, or a change in the substantial characteristics of an establishment, or a change in the nature of the data stored;Gîtes de France may delete and archive the notices relating to the accommodation in question.
Gîtes de France® will keep a history on the notices removed from the site, any parts attached to the notices, and the reason for their removal for a period of at least one year
from the date of removal of the notice. .
6.6 Retention period for notices – Notices are kept for a minimum of 2 years, unless the author of the notice exercises his right to withdraw.
The period of retention is 2 years, starting from the date of withdrawal of the notice.
6.7 Loss of the right to post a notice for the author of a notice recognised as illicit or inappropriate after moderation – In the event of the identification of an author who has posted one or more notices recognised as illicit or inappropriate after moderation, and after moderation of the notice, the author of the notice will have the right to post a notice;ration, and after having applied the procedures related to the rejection or de-publication of customer reviews explained above, Gîtes de France® will cease to solicit its review and will delete all comments linked to the customer concernedé.
Article 7: Dissemination
This document applies to notices collected by Gîtes de France® for the following websites:
The customer gives the various rights à Gîtes de France® to disseminate all of its comments.
Article 8: Liability;
Gîtes de France® provides a tool designed to collect the opinions of its customers. This tool is made available as is. Gîtes de France® offers no guarantee whatsoever on this tool, its content, 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: Interruption
Gîtes de France® reserves the right to terminate, without prior notice or compensation, à its customer review tool.
Article 10: Entry into force
These GTC 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.
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