What is Personal Information?
The term "Personal Information" refers to information about you as an individual, such as your name, address, email and credit card information.
Why is Personal Information Collected?
1. To Provide Superior Customer Service to our Guests
Your Personal Information is collected to assist us in making your reservation and providing the services you request, to ensure we meet your needs while you are staying with us and/or to allow us to contact you in relation to matters that arise from your stay with us. Our goal is to provide you with superior customer service, whether you stay with us once or many times. By keeping certain stay related Personal Information on file, such as information regarding guest history and itemized spending, Guests have the ability to confirm prior transactions and reconcile statements or invoices.
2. To Keep Our Guests Informed
We may use the Personal Information you provide and that we collect from our business partners to send you newsletters to advise you of promotions or to inform you of offers or other information that may be of interest to you. In order to do this, your information may be shared with a third party, for example, a customer relationship management company and/or a marketing and communications company. These companies are under contract with us and are contractually required to protect all Personal Information to which they have access. If you do not wish to receive information from Hotel Promenáda, you may send an e-mail to: firstname.lastname@example.org
How is Personal Information Collected?
1. On Our Web Site and Mobile App
a) Initially Upon Contact With Our Web Site
Once you have visited our web site and accepted our cookie, an ID number is automatically assigned to your computer or mobile device whenever you visit our web site. Despite the fact that you remain anonymous until you enter Personal Information on the web site, the ID number allows us to log your session, so that we may better assist you should you need some individualized service or support. Once you enter Personal Information on the web site, we associate your ID number with your contact information so we can recognize you on a future visit. We also use it to keep track of information that appears to be of particular interest to you.
b) While Browsing Our Web Site and Mobile App
While in the process of browsing our web site, you also provide us with information that does not reveal your personal identity, for example, for what type of destination you are seeking information. We use this aggregated, anonymous data mainly for editorial purposes, but we do not connect it to any Personal Information, such as your name or address.
If you wish, you may also submit your e-mail address in order to be placed on a subscription list or to receive other information about our products and services. You will be placed on a subscription list only when you indicate your desire to be included. In deciding whether or not to join such lists, please note that they are only used for internal purposes and we do not sell or rent our subscription lists to anyone. In the event you choose to join one of our subscription lists, you may ask to be removed from the list at any time. You will always have the ability to accept or decline any form of communication from us.
c) When Making a Reservation
You can search for rates and availability at our hotels and resorts without providing any Personal Information.
d) During your stay at a Hotel or Resort
During your stay, we record your itemized spending to properly assemble your folio, which sets out your room rate and other expenses billed to your room. We also record this information to comply with financial reporting requirements, including those imposed by auditors and government regulators. We may also collect certain information as required by local laws (e.g. passport number). Information particular to your stay may also be stored (i.e. health issues, payment difficulties, special requests, service issues). This stay specific information is stored in the property management system at the particular hotel where you stayed and is combined with information from previous visits that you have made to that hotel.
In addition, we may retain the content of any document (including letters, comment cards, electronic documents such as e-mails and other similar forms of communication) that you send us before, during or following your stay. This information may be shared with employees of the hotel.
How is Personal Information Stored?
1. At the Hotel
Hotel Promenáda stores Personal Information in a secure location, be it a database or filing cabinet. Furthermore, we take steps to ensure that only designated individuals have access to this information. Hotel Promenáda as manager of the property, may use your Personal Information to create a guest profile that is stored in our property management systems. The stored guest profile information may include guest name, address, phone numbers, e- mail and credit card number. The guest profile may also include certain information regarding your service preferences.
2. In Our Guest Central Reservation System
In order to serve you better we also store your guest profile in our Central Reservation System (“CRS").
We store other transaction information in our CRS, including the number of stays you have had at the hotel including the number of nights of each stay. This information is available to us when you make a reservation at that property in order to serve you better.
3. In Our Marketing Databases
Hotel Promenáda maintains databases of Guest information which are used for marketing, promotional and research purposes. Guests will only receive such information if they have provided permission on their hotel registration form, on the hotel web site, or in some other form. Any information sent provides a clear notice of how to discontinue receiving promotional materials.
How do I access my Personal Information?
We understand that you may like to know what Personal Information we hold about you. We are happy to assist you with your request. To protect your Personal Information, however, we require that you prove your identity to us at the time your request is made. When you make a request in person, we will require you to produce some form of photo identification such as a passport or a driver's license and you will be asked to sign a request form.
Where you make a request by other means, we require the request be made in writing via email, fax or letter including a copy of a government issued identification and signature. We also require home and business addresses and phone numbers so we can check them with our files and satisfy ourselves as to your identity.
The above information is required to create an audit trail of how the request has been handled. Where a request is made, any correspondence or application may be kept and added to your Personal Information.
Hotel Promenáda reserves the right to decline access to your Personal Information under certain circumstances. If your Personal Information is not disclosed to you, you will be provided with the reasons for this non-disclosure.
How do I Revise my Personal Information?
If at any time you wish to update or access your Personal Information, you can do so by:
- via e-mail email@example.com
How long is my Personal Information retained?
Your Personal Information will be stored for the period of time required by law in the jurisdiction of any hotel holding the information. It may be stored indefinitely by Hotel
Promenáda as long as there is a business purpose for doing so. From time to time we may delete your Personal Information if you have not stayed with us for a certain period of time.
To whom do I direct questions or concerns regarding this policy?
- E-mail: firstname.lastname@example.org