Current document — updated on
A common framework completed by your agreement
These Grotels partner terms govern the collaboration between SOLID Ventures, operator of the Grotels partner network, and the property joining that network, referred to below as the “partner”.
The agreement displayed in the partner portal records the terms specific to the property: contracting entity, reference, remuneration model, calculation basis, rate, currency and any special conditions. Those special conditions prevail if they differ from this general framework.
The person accepting the agreement confirms that they are authorised to bind the property. The accepted version, declared identity, role and timestamp are retained as evidence. The confirmation email identifies the accepted version and provides access to the corresponding terms.
Purpose of the partnership
Grotels operates the property-facing network through which the partner receives and answers suitable group-accommodation requests. Grotels receives group accommodation requests originating from both Grotels and Auberges Pour Groupes, two services operated by SOLID Ventures. The originating customer service remains responsible for its own customer-facing communications, while partner invitations, access and offer submission take place through Grotels.
Joining the network and accessing the partner portal are free. The partner remains free to accept or decline each request and receives no guarantee of volume. Grotels gathers, clarifies and transmits relevant offers and facilitates exchanges through confirmation and follow-up of the booking file.
Listing and property information quality
The partner supplies accurate and current professional information, including its identity, contact details, location, capacity, room types, facilities, services, accessibility, guest rules, images and any relevant authorisation.
The partner holds the licences, insurance and authorisations required for its activity and promptly reports any material change, including closure, capacity changes or restrictions on the groups it can host. Grotels may request clarification or delay publication of incomplete material so that organisers receive reliable property information.
Group requests and offers
The partner selects the group categories, sizes, periods and configurations it wishes to receive. Grotels may use those preferences to reduce requests that are unlikely to be relevant.
For each request it chooses to answer, the partner provides a clear offer within the useful response period. The offer must include at least availability, room configuration, included services, total price and currency, identified taxes or fees, validity period, and payment and cancellation terms.
The partner keeps the offer available throughout its validity period or informs Grotels immediately of a change. Sending a request is neither a booking nor a promise that a booking will be made.
Confirmation and relationship with the group
When an offer is selected and confirmed, the accommodation contract is made between the partner and the organiser, or the entity represented by the organiser. The partner is responsible for delivering the agreed nights and services, providing applicable pre-contract information and applying its own guest, payment, cancellation and refund conditions.
Grotels or the originating SOLID Ventures customer service may centralise confirmations, contractual documents, invoices and exchanges to support the booking. This assistance does not make SOLID Ventures the provider of the accommodation or other services performed by the property.
Commission and commercial conditions
The standard commission is 10% on bookings confirmed through the Grotels partner network. Preferential rates may be reserved for preferred partners. The rate actually applicable, its calculation basis, triggering event, currency and invoicing arrangements are recorded in the partner-specific agreement and prevail over this standard.
The partner informs Grotels of confirmations, changes, cancellations, no-shows and refunds resulting from an introduction so that follow-up and invoicing remain accurate. A correction to the booking value results in the adjustment specified in the agreement.
Invoices are paid by the due date stated in the agreement or invoice. Interest, recovery charges and other consequences of late payment are those specified in the agreement and under mandatory applicable rules.
Offer ranking and visibility
The main factors used to select or order proposals are their fit with the destination, dates, capacity, group profile, requested rooms and meals, budget, payment and cancellation conditions, offer quality and completeness, and the partner’s availability and responsiveness.
The organiser’s preferences and observed operational reliability may also affect the order. Preferred-partner status or agreed commercial conditions may distinguish offers of comparable relevance. There is no automatic purchase of first position.
These factors are assessed together; no fixed weighting guarantees a ranking or volume. The partner may request an explanation of its listing or the presentation of its offers through the complaint channel described below.
Data access and responsible use
In its private portal or by email, the partner receives only the group information needed to assess a request, prepare an offer and fulfil a confirmed booking. It can also access its property information, preferences, submissions, offers and contractual documents. It cannot access another partner’s offers or internal data.
Grotels accesses property information, request interactions, offers, statuses and technical data needed for security, support, evidence and service improvement. After the partnership ends, portal access may be closed; data needed for legal, accounting or contractual obligations, or the defence of rights, is retained under the criteria in our privacy information.
Each party acts as controller for processing performed for its own purposes. The partner uses received data only for the relevant request or stay, limits access to authorised staff, protects access codes and documents, and promptly reports any incident.
Photos, text and intellectual property
The partner retains ownership of its trade marks, photos, text and other content. It warrants that it may provide them and grants SOLID Ventures a non-exclusive, worldwide, royalty-free licence for the duration of the relationship, limited to importing, formatting, translating, displaying and promoting its property and offers through Grotels, Auberges Pour Groupes and their relevant communication channels.
SOLID Ventures retains its trade marks, tools, presentations, templates and databases. Neither party receives rights beyond those expressly required for the collaboration.
Changes to these terms
A proposed change to these terms is communicated to the partner on a durable medium at least 15 days before it takes effect. A longer period is allowed where an important technical or commercial adaptation is reasonably required.
During the notice period, the partner may ask a question, propose an adjustment or end the relationship before the effective date. The notice period may not apply where an immediate change is required by law, is needed to address an unforeseen and imminent security, fraud or cybersecurity risk, or is exclusively favourable to the partner without imposing a new burden.
A general change does not retroactively alter the commercial conditions of a booking already confirmed.
Restriction, suspension and termination
Access or participation may be restricted or suspended in particular where information is inaccurate, offers are repeatedly unavailable, a serious complaint is received, security is threatened, payment is overdue, these terms are breached or a legal obligation applies. The partner receives the reasons before or at the time of the measure and may provide an explanation.
Where complete termination by SOLID Ventures falls within the European rules applicable to online intermediation services, the reasons are communicated at least 30 days before termination takes effect. That period may be disapplied where required by law, because of a legal or regulatory imperative, a security risk, fraud or sufficiently serious repeated breaches.
Except in an emergency or for serious misconduct, either party may end the partnership using the reasonable notice stated in the agreement, taking account of the duration and established commercial relationship. Confirmed bookings and surviving payment, confidentiality, data and liability obligations remain in effect until they have been completed.
Partner complaints
The partner may email partners@grotels.com about a technical measure, ranking, listing, access restriction, invoice, service conduct or application of these terms. The property name, file reference and requested outcome should be included where possible.
Each complaint is recorded, assigned to a person able to reconsider the issue and handled free of charge within a reasonable time. A reasoned response is provided. The parties then favour an amicable exchange or, where agreed or required by law, suitable mediation before court proceedings.
Liability, confidentiality and governing law
Each party is responsible for performing its own obligations and protects non-public information received through the collaboration. The partner remains responsible for its property, offer and the stay; SOLID Ventures remains responsible for its intermediation service and its own communications.
Liability that cannot lawfully be excluded is not limited. For other loss, each party is responsible for the direct and foreseeable consequences of its breach. Neither party is responsible for delay caused by an external event that could not reasonably be overcome, provided it informs the other party and limits the effects.
These terms are governed by Belgian law, subject to mandatory rules applicable in the partner’s country of establishment. If an amicable resolution is not reached, the competent courts are determined under the agreement and mandatory jurisdiction rules.