Terms and Conditions

Identity of the Contracting Parties

The present general conditions are concluded


•    Martin's Hotels S.A., with registered office at Avenue du Lac 87, 1332 Genval, VAT BE 0422 825 374, RPM Brabant Wallon
For the following establishments: Martin's Château du Lac, Martin's Manoir, Martin's Grand Hotel & Martin's Waterloo, Martin's Klooster, Martin's Patershof, Martin's Red and Martin's Rentmessterij.

•    MSB S.A., with registered office at Avenue Herbert Hoover 20, 1332 Genval, VAT BE 0422 656 912, RPM Brabant Wallon
For the following establishments: Martin's Brugge and Martin's Relais.

•    Martin's Brussels S.A. with registered office at Boulevard Charlemagne 80, 1000 Brussels, VAT BE 0443 093 723, RPM Brussels
For the following establishments: Martin's Brussels EU and Martin's Dream Hotel.

•    Agora Hospitality S.A., with registered office at Rue de l'Hocaille, 5 bte 001, 1348 Louvain-la-Neuve, VAT BE 0629 898 895, RPM Brabant Wallon
For the following establishments: Martin's Agora, Martin's Louvain-la-Neuve & Martin's All Suites.

Called each or all "Martin's Hotels".


Any natural or legal person who, in a personal capacity and/or in the capacity of a legal representative, has decided to make reservations or purchases after having consulted and approved the general conditions of the Martin's Hotels group.

Referred to as the "Client".

General provisions applicable to all types of reservations or purchases from Martin's Hotels: 

The present general conditions are applicable to :
•     the use of the website;
•    your reservations for accommodation in the hotels of the Martin's Hotels group; - your reservations in our wellness facilities
•    your reservations in our wellness facilities;
•    your reservations in our restaurants;
•     your reservations for events, banquets and conferences.

By browsing the www.martinshotels.com website and making purchases or reservations via this website, you fully accept these Terms and Conditions.

Any deviation from these terms and conditions will only be valid if accepted in writing by Martin's Hotels.


Cessions – Sublease

Guests may not transfer their rights and obligations under the reservation contracts to third parties without the prior written consent of Martin's Hotels.

Reserved rooms or spaces may not be sublet to third parties. 

In the case of hotel reservations made on behalf of third parties, the person making the reservation must disclose the identity of the persons actually staying.


Martin's Hotels complies with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of individuals with regard to the processing of personal data (General Data Protection Regulation or GDPR) as well as the Act of 8 December 1992 on the protection of privacy with regard to the processing of personal data, Martin's Hotels Group.

Consequently, Martin's Hotels undertakes to protect and guarantee the confidentiality of all personal information collected via the website or communicated by the client during contacts by e-mail, during reservations made in one of our establishments, or by any other means.
All information about how your personal data is processed can be found at https://www.martinshotels.com/fr/page/politique-de-confidentialite.12264.html

Intellectual rights

The Client is prohibited from making any reference to or using in any way whatsoever the signs, acronyms, logos dependent on the names of the hotel or the company, as well as photographs taken on the hotel's premises during the performance of the contract, without the prior written consent of the hotel's general management.

In case of complaints

We hope you will be satisfied with our services. 

If you have a complaint, you can go to the Martins Hotels contact page: 
https://www.martinshotels.com/fr/page/contact.12263.html and we will make every effort to follow up and resolve any dispute amicably.
To be valid, all complaints must be received within 8 days of the invoice being sent or the end of the stay.

Applicable law and jurisdiction

In the event of a dispute, Belgian law shall apply and, without prejudice to Title VI "Market practices and consumer protection" of the Code of Economic Law, the courts of Brabant-Walloon shall have jurisdiction.

Website Terms and Conditions

Personal data 

The personal information that is collected when you make a reservation is used to manage our relationship with you (reservations, information requests, invoicing, parking management, etc.) in order to guarantee you an optimal service.

All information concerning the way in which your personal data is processed can be found on https://www.martinshotels.com/fr/page/politique-de-confidentialite.12264.html


Martin's Hotels reserves all intellectual property rights to the website and the information provided. The texts, layouts, illustrations and other elements on this site are protected by copyright. Any copy, adaptation, translation, arrangement or modification of all or part of this site, in any form whatsoever, whether electronic, mechanical or otherwise, is strictly forbidden without the prior written authorization of the copyright holder.

The companies of the Martin's Hotels group decline all responsibility for any damage that may result from the consultation of information present on other sites or in other sources of information in general, and to which this site refers.

General conditions hotel reservations


All our hotels and hotel rooms are non-smoking. The hotel reserves the right to charge a flat rate cleaning fee of €100 to the guest who smokes in the hotel or in a room.

It is forbidden to stick, staple or otherwise place posters on walls, floors or ceilings. The Client will be responsible for repairing any damage caused by non-compliance with these rules.

The hotel declines all responsibility for damage to cars and theft of objects left in the car; for the loss or disappearance of valuables not deposited in the room safe or at the reception desk; or for goods left in public places, corridors or meeting rooms without supervision.

In the event of force majeure, the hotel is exempt from all liability in the event of partial or total non-performance of the contract resulting from a fortuitous event caused by a third party, by the public authorities or by a case of force majeure such as, but not limited to, total strikes, lock-outs, floods, fires, or terrorist attacks.

Terms of payment

The reservation will be confirmed upon receipt of payment or communication of your credit card number.

In case of payment by credit card, your credit card is only used as a guarantee for your reservation. Your credit card will only be charged if you book a room at a special rate where other conditions apply. In all other cases, your credit card will be charged automatically at check-out.

In case of payment by debit card (Bancontact, IDEAL or Maestro), you will be charged the full amount at the time of booking.

In case of payment by bank transfer, your reservation will be confirmed upon receipt of payment. Payment can be made to the bank account number indicated in our booking engine. 

All additional services booked or consumed during the stay must be paid for at check-out.

Cancellation Policy

No fee will be charged for cancellations up to 14:00 on the day before the date of arrival. For all reservations that are not cancelled by this time or in case of no-show, the entire first night will be charged.

In case of cancellation without charge until 14:00 the day before your arrival:
•    if the reservation was guaranteed by credit card, the guarantee will be released
•    if the reservation was paid by bank transfer, the total amount of your reservation will be credited to your account.
•    if the booking was paid by Bancontact, Ideal or Maestro: please send your booking number and bank details to comptasaferpay@martinshotels.com. You will be refunded the amount of your booking within 5 working days.

If you book a non-cancellable, non-refundable rate, these cancellation conditions do not apply.  
Reservations for more than 7 rooms are subject to special cancellation policy. Please contact the hotel for more information.

Conditions Restaurant Reservations

Reservations made by the client are made either by telephone or via the website of the various hotels. Prior to any reservation, the client undertakes to complete the following information:

•     Breakfast / Lunch / Tea room / Dinner, ... ;
•    The number of people (depending on the restaurant, reservations for more than 8 people are made by telephone);
•    The date.

In the event of a delay of more than 30 minutes, the client is requested to inform the restaurant. If this is not done, the restaurant reserves the right to cancel the reservation.

Wellness & Spa Terms and conditions

Appointments are guaranteed by credit card.
We ask you to arrive 15 minutes before your appointment time. If you are late, we will be obliged to reduce the duration of your treatment in order to respect our schedule.
If you cancel your treatment less than 24 hours before your appointment, you will be charged for the entire treatment.
Our prices include VAT and service. 
We decline all responsibility in case of loss or theft within our establishment.

Meetings and Events Terms and Conditions

Any reservation of a room or space for an event, a demonstration, a banquet or a conference will be subject to a reservation contract.
Reservations are subject to the following general conditions:

  1. The hotel provides the guest with the lounges, party rooms and seminar rooms listed in the booking form.
  2. The equipment of a room includes fixed installations and special equipment specific to that room.
  3. The use of the Rooms is strictly limited to those allocated to the event. The Hotel may allocate rooms other than those mentioned in the booking form.
  4. Any change in the declared destination automatically entitles the Hotel to revise the price.
  5. In the event that the Client occupies a Room outside of the defined period, the Client is obliged to pay an additional fee, the amount of which will be proportional to the basic price and the additional time occupied.
  6. Any additional services, fittings not included in the standard equipment of the Room or electrical installations in addition to the standard equipment (63 amp - 220 V) will be the subject of a separate offer and will be invoiced in addition. Any equipment brought in by the Client or one of its suppliers must be approved by the hotel's technical services on the basis of the specifications provided by the Client at least one month before the event.
  7. The price includes the use of the hotel's electrical energy required for the use specified in the booking form, provided that the electrical installations, in addition to the standard equipment, do not exceed the power ratings specified in point 6.
  8. Any supply of drinks, meals or services in the rooms is reserved exclusively for the hotel's own services, in accordance with a special agreement which is the subject of a separate offer.
  9. The Client is obliged to comply with SABAM. 
  10. The Client will take out insurance to cover any damage that may occur to the premises and equipment used by the Client or its guests as a result of its organisation.
  11. In order to preserve the integrity of the Room and its equipment, the Client and its suppliers shall comply with the instructions given by the hotel's technical services, in particular when assembling and dismantling equipment.
  12. The Client and the contractor shall be jointly and severally liable to the hotel owner for any damage caused to persons, the building, furniture or equipment of the hotel and places accessible to the public.
  13.  Any exhibition material or panels installed by the Client shall be taken back on the same day, at the Client's expense, as soon as the event is over.
  14. For any event with more than 100 people, the hotel reserves the right to require the signatory to provide professional security for the entire event in order to ensure proper organisation.
  15. The hotel reserves the absolute right to unilaterally terminate, without notice or compensation, any contract whose object or cause is contrary to the law or incompatible with the purpose of the rented premises and which is contrary to good morals or likely to disturb public order.
  16. For the organisation of dances, dinners, banquets, etc. after 00.00 hours, the hours of service provided by the personnel, not included in the fixed price, will be invoiced at 40.00 EUR per hour and per waiter.
  17. The reservation will only be effective when the Client has returned the signed reservation contract and general conditions for approval. In order to maintain the reservation, the requested deposit must be paid by the Client within ten days of signing the reservation form, by transfer to the hotel's bank account mentioned on the reservation form. For bookings of €750 or less, the deposit will be equal to 100% of the amounts due. If the deposit is not paid within this period, the hotel reserves the right to release the booked dates without charge or compensation to the Client.
  18. Without prejudice to the application of the cancellation conditions, in order to ensure the smooth running of the event, the Client shall notify the hotel in writing (fax, e-mail) of the exact number of participants, at the latest 72 hours before the start of the event.
  19. The hotel cannot guarantee that the Client's competitor will not be present during the event.

Cancellation conditions

  1. Partial cancellation
    1. From the date of signature of the contract and up to 90 days before the date of the event, 30% of the number of participants per day may be cancelled without charge.
    2.  Between 89 days and 30 days before the event, the number of participants per day may be reduced by 20% without charge.
    3. Between 29 days and 7 days before the event, the number of participants per day may be reduced by 10% free of charge.
    4. At 6 days or less before the event, no reduction in the number of participants can be taken into account and the event will be invoiced in full.
    5. Cancellations exceeding the percentages stated in points 1.1.1 to 1.1.3 cannot be taken into account and will be invoiced in full.
  2. Complete cancellation
    1. From the date of signing the contract until 90 days before the event, the hotel will charge 30% of the value of the event as a handling fee.
    2.  Between 89 days and 60 days before the event, the hotel will charge 40% of the value of the event.
    3. Between 59 days and 30 days before the event, the hotel will charge 60% of the value of the event.
    4. Between 29 days and 7 days before the event, the hotel will charge 80% of the value of the event.
    5. 7 days or less before the event, the hotel will charge the full value of the event.
Terms and Conditions Products

How do I know when my purchase has been sent?

You will receive an email informing you when your purchase has been sent.

General terms and conditions of sale

  1. Unless otherwise stated, our invoices are payable in cash and without discount, on the date of the invoice 
  2. Any amount not paid on the due date shall be subject to interest on arrears at the rate of 9.5% per annum from the date of the invoice, ipso jure and without notice of default. 
  3. In the event of non-payment of an invoice on the due date, the outstanding amount shall be increased by 15% without notice of default, with a minimum of €25, irrespective of any interest on arrears and legal costs, by way of collection costs. 
  4. Any complaints must reach us within 8 days of the invoice date at the latest, failing which the invoice shall be deemed to have been definitively accepted. 
  5. The client is aware of the cancellation conditions applicable in MARTIN'S HOTELS. He/she is bound by them at the time of booking. 
  6. In the event of a dispute, Belgian law will be applicable and without prejudice to Title VI "Market practices and consumer protection" of the Economic Law Code, the courts of Brabant-Walloon will be competent. 
  7. Gift vouchers are neither refundable nor exchangeable. They are valid for one year from the date of purchase. 
  8. The establishment cannot be held responsible for the loss or theft of goods brought in by clients, whether or not they are deposited/stored in the safes or lockers.

Return Policy (for product purchases)

You have 14 calendar days from receipt of your order to cancel it. Please inform us in writing if you wish to cancel your purchase: by e-mail, by registered mail or via the cancellation form. You are not obliged to state the reasons why you wish to cancel your purchase.

•    Only for non-business customers;
•    + sample withdrawal form (see law).

Right of withdrawal

The customer has the right to withdraw from the contract within a period of fourteen days without giving any reason. The period of this right of withdrawal shall begin on the day the contract is concluded.
If the Guest exercises his/her right of withdrawal, he/she shall notify the hotel by means of the withdrawal form below. 

The customer may not exercise the right of withdrawal for :

•    Contracts for services that have been fully executed if execution has begun with the express prior consent of the client, who has also acknowledged that he/she will lose the right of withdrawal once the contract has been fully executed by the hotel;

•    The provision of accommodation services.




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