隐私政策

最后更新日期:2018 5 30

 本文为 Harilela Hotels (S) Pte Ltd(经营别称:新加坡乌节中心假日酒店,以下简称我们的酒店我们我方)的隐私政策。

我们是一家在新加坡共和国注册的公司,公司编号:198002635K,注册办事处地址:11 Cavenagh Road, Singapore,邮编:229616。就《通用数据保护条例》(General Data Protection Regulation,以下简称“GDPR” 而言,我们就是数据控制者。我们的数据保护官联系邮箱为(待告知数据保护官电子邮箱)。

我们收集、使用和披露宾客数据(如下所定义)旨在为您提供安全、顺畅、高效的定制化体验。通过收集、使用和披露宾客数据,我们能够提供最有可能满足您的需求和要求的服务和产品。本《隐私政策》概述了我们在收集、使用和披露宾客数据方面的政策和责任。

继续使用我们的服务,即表示您已阅读并理解了本《隐私政策》的内容。

 

 

 

摘要

我们会收集关于您的哪些信息?

当您在我们的品牌网站和独立网站(桌面版和移动版)预订住宿或购买其他产品或在我们酒店入住时,我们会收集您的联系方式、旅游信息、信用卡详情等信息。我们还会从您与我们服务团队成员的互动以及您所提出的特定要求中收集关于您的偏好的信息。  此外,当您使用我们的品牌网站和独立网站(桌面版和移动版)时,我们也会收集您的设备和技术信息。

我们将如何使用您的信息?

我们使用您的信息来履行我们与您的酒店服务合同及管理您在我们的忠诚度计划中的会籍,这些计划包括但不限于 IHG 优悦会计划、IHG 商悦会计划和 Gourmet Collection。我们也会使用您的信息来维护我们的品牌网站和独立网站(桌面版和移动版),并根据您的喜好调整我们的产品和服务,以提供更优质的服务。此外,我们还会使用您的信息向您推广营销我们及我们的合作伙伴和代理商的产品和服务(在法律要求的情况下,我们会征得您对此的同意)。 

我们会与谁分享您的信息?

我们仅在必要的情况下在须知的基础上与刷卡服务提供商及相关雇员等第三方服务提供商分享您的数据,以便其能够为您提供他们的服务;并且仅在法律要求时向政府机构提供您的数据。

我们在哪里处理您的信息?

我们的服务器位于新加坡,我们的员工和办公室都在新加坡。

您的信息将保存多长时间?

为履行最初收集信息的目的及酒店的法律或商业目的,或者根据相关法律的要求,我们将在必要的时间期限内保留您的信息。通常,您的宾客数据至多保留 7 年,以确保任何合同争议都能得到解决。对于欧盟居民,我们将努力在收到删除要求后 30 天内删除数据,如果需要保留更长的时间,我们将及时与您联系。 

争议解决

如果您有任何顾虑或需要投诉,请发送电子邮件至 marcom.hisinorchard@ihg.com 联系我们

我们如何通知您相关变更?

我们将不时修改本《隐私政策》,更新版将在我们的独立网站上发布并注明日期,方便您知晓《隐私政策》最后更新时间。请不时回访网站,查看本《隐私政策》的任何更新或变更。如果我们对本《隐私政策》作出任何重大变更,将通过电子邮件公告的形式通知。

一般宾客数据隐私政策声明

1. 我们收集的宾客数据类型

我们收集的宾客数据类型取决于收集信息的情况和所要求的服务或执行的交易的性质。

我们收集的宾客数据可分为两大类:

个人数据。我们收集的数据包括但不限于:

(i) 可用于确定个人身份的个人信息,如姓名、性别、出生日期、护照或其他个人身份号码;

(ii) 联系信息,如邮寄地址、电话号码、电子邮件地址;

(iii) 支付信息,如信用卡或借记卡信息,包括持卡人姓名、卡号、账单地址和有效期;

(iv) 入住信息,如预订确认号

(v) 通过我们酒店购买的其他产品或服务的相关信息,如跟踪您购买加床和付费升级,以及通过我们的品牌和独立网站购买的其他产品或服务的相关信息。 

(vi) 您的个人偏好,如饮食禁忌或其他服务偏好;
(vii) 关于您在酒店内的 Wi-Fi 使用情况以及您的 Wi-Fi 连接的数据使用量的信息;

(viii) 关于您与我们的员工之间的互动的信息,如任何投诉案例的详情、通话详情以及其他有助于我们团队为您服务的相关信息;

(ix)  我们从您在我们的全球 Facebook 页面上的聊天机器人 Kris 和网站中输入的咨询内容中获得的信息(如下所定义);

(xi) 我们从通过我们的在线公司预订平台进行的客房预订中获得的信息; 

(xii) 我们从其他来源获得的信息,如我们在社交媒体网站上的页面;

(xiii) 业务联系信息,如我们供应商和公司客户的雇员的联系方式,以及我们的运营和管理部门收集的联系方式

技术数据。技术数据包括您在使用我们的网站(桌面版和移动版)时提供的设备和技术信息,如 IP 地址或其他唯一标识符、Cookie、移动运营商、时区设置、操作系统和平台。

本政策声明所称宾客数据系指个人数据和技术数据。

我们还使用宾客数据来获取统计数据,如宾客数量。此类数据仅仅出于分析的目的而进行处理和存储,并且完全匿名。此类信息不会存储在您的宾客记录中,并且只出于统计分析的目的进行汇总,以便我们能更好地了解宾客情况并提升自身服务水准。 

 

特殊类别的信息或敏感个人数据

特定类别的宾客数据,如关于您的种族、民族、宗教信仰或健康状况的信息,都属于特殊类别的信息或 GDPR 项下的敏感个人数据

一般而言,我们会努力限制收集您的敏感个人数据的情况。但是,如果您提出了一些与您的入住安排有关的要求,其中揭示或暗示了关于您的一些信息——可能属于敏感个人数据,或者您因其他原因自行向我们(或您预订所用旅行社等第三方)提供此类信息,这种情况偶尔也会发生。

例如:

如果您要求我们供应特殊餐食,如清真或犹太餐,这可能暗示您信奉某种宗教;或

如果您要求我们和/或当地的经营者提供特定的医疗援助,如提供轮椅,这可能会表明您身体状况特殊。

我们如何收集您的数据

我们根据我们当时现行的安全程序直接向您或您的授权代表(即您授权的人士和/或已被有效确认为您的授权代表的人士(如您所在单位的企业差旅经理)收集宾客数据。

酒店还从位于不同国家/地区的第三方收集宾客数据。其中包括但不限于旅行社、我们的合作伙伴、我们的服务提供商或通过我们的品牌和独立网站、移动服务、社交媒体网站和其他渠道(包括在线旅行社 (OTA) )上我们酒店的特定页面中的任何帖子

如果您系代表他人预订,您承诺并确保向我们提供宾客数据的个人已授权相关信息披露、知晓并同意本《隐私政策》的条款。

2. 是否必须提供宾客数据?

为了使我们能够履行与您的酒店服务合同,以下类型的宾客数据必须提供。这些类型的宾客数据在我们的预订表单上标记为必须提供。如果您不提供这些信息,我们将无法提供您所需的服务和/或产品。

宾客详细资料,如称谓、姓氏、名字、出生日期、是否是欧盟居民。

联系方式,如电子邮件地址、手机号码、住宅电话或工作电话号码。

支付详情,如信用卡或借记卡上的姓名、信用卡或借记卡号码、信用卡或借记卡上的有效期和验证码,以及将发送给我们的刷卡服务提供商的账单地址。

以下类型的宾客数据为必须收集的数据,使我们能够管理您的 IHG 优悦会计划、IHG 商悦会计划和 Gourmet Collection 的会籍:(i) 称谓;(ii) 姓氏;(iii) 名字(若无姓氏);(iv) 出生日期;(v) 电子邮件地址;(vi) 手机号码;(vii) 邮寄地址;(viii) 性别;(ix) 国籍;(x) 是否是欧盟居民。

这些类型的宾客数据在我们的注册表单上标记为必须提供。如果您不提供这些信息,将无法享受积分累积和会籍等级礼遇,我们也将无法提供您所需的服务和/或产品。

如果未能提供以下类型的宾客数据,(i) 我们将无法为您提供有关我们最新的产品和/或发布的最新信息;(ii) 您无法参与或参加酒店组织的竞赛、促销或兑换活动:

联系信息,如电子邮件地址、电话号码;及

居住国/居住地。

3. 我们如何使用您的宾客数据

如果您是欧盟居民,我们必须披露在 GDPR 项下处理您的数据的法律依据。我们将以下列方式使用宾客数据:

根据我们与您的酒店服务合同,我们将出于以下目的使用宾客数据:

处理和协助与您的预订有关的任何交易(如,进行预订、提供与预订有关的服务(如客房选择、住宿等)、完成此类预订及调查潜在的欺诈交易);

向您通知我们服务的变化,包括通过电子直邮设施;  

响应您的需求、为您提供定制服务和营销及确保我们的产品、服务和组织的正常运作符合我们的合法利益,因此,我们将出于以下目的使用您的宾客数据:

改进我们的独立网站,确保以最有效的方式在您的设备上将网站内容呈现给您;

管理独立网站和展开内部业务运作,包括故障排除、数据分析、测试、研究、统计和调查目的;

出于质保、培训、法律合规、分析及其他相关目的监督和记录通话,以追求我们的合法利益并改善提供的服务;

通过电子邮件向您发送调查(如果您是会员,我们将发送与我们的忠诚度计划相关的调查,详见下文)。您可随时联系我们并选择不接收这些调查;

向您发送服务电子邮件,例如,当您未对在我们网站上购买的服务或产品结账时发送提醒。您可随时联系我们并选择不接收服务电子邮件;

回答您的咨询、要求或反馈;

执行我们的条款、条件和政策;

允许您参加独立网站的互动功能(若您选择参加);

为您定制我们的产品和服务,包括响应和迎合您的宾客偏好; 

保持独立网站的安全性与可靠性;

将宾客数据汇总成匿名的统计数据(如在特定时间段内入住的宾客数)进行统计分析,以便我们更好地了解宾客情况并提升自身的服务水准;

进行定制营销,例如,根据您对我们独立网站上的选项的回复以及您之前在酒店的入住情况及与酒店的互动向您发送您希望收到的有针对性的营销信息。如果您是欧盟居民,您可以不同意此类分析并选择不接收此类针对性营销。

如果您是与我们有合同关系的实体的雇员:

i. 为了履行我们的服务而联系您,以及出于质保、培训、法律合规、分析及其他相关目的监督和记录通话,以追求我们的合法利益并改善提供的服务;

ii. 对您的雇主执行我们的条款和条件;及

iii. 就产品、服务、促销、活动以及其他我们认为您会感兴趣的新闻和信息与您沟通。

如果您是欧盟居民,您可以不同意此类分析并选择不接收此类针对性营销。

根据法律要求征得您同意的情况下,我们将出于以下目的使用您的宾客数据:

向您发送关于酒店、其附属酒店和服务合作伙伴以及 IHG 优悦会计划、IHG 商悦会计划和 Gourmet Collection 提供的产品和服务的营销和促销材料。

 您有权随时发送电子邮件至 marcom.hisinorchard@ihg.com 联系我们撤销同意

4. 披露您的宾客数据

酒店将与洲际酒店集团旗下任何成员(即我们在本地和海外的姊妹酒店)分享您的宾客数据,以便在您入住我们酒店时按照您的喜好为您提供定制化服务。  

目的在于进行有针对性的直接营销和其他形式的营销或广告宣传,但条件是我们按照适用法律的要求征得了接收者的同意和/或提供了选择不接收的机会。我们还将根据我们当时现行的安全程序,出于相关交易或咨询的目的使用并将您的宾客数据披露给经有效身份确认为您本人或您的授权代表的人士。出于安全、海关和移民方面的目的,酒店将向执法机构、公共或监管机构、证券委员会或其他组织披露您的宾客数据,条件是在法律要求的情况下或我们出于善意认为此披露对于以下各项合理有必要:

履行法律义务、流程或要求;

执行我们的条款、条件及其他协议,包括调查任何可能的违约情况;

发现、预防或处理安全、欺诈或技术问题;或

根据法律的要求或许可保护我们、我们的用户、第三方或公众的权利、财产、健康或安全(包括与其他公司和组织交换宾客数据,以防止欺诈和降低信用风险)。

我们还将向第三方披露您的宾客数据: 

以履行法律义务、流程或要求(如向执行者披露宾客数据以回应法院命令)。

此外,酒店还可能将宾客数据披露给我们的法律顾问以建立、行使或捍卫我们的合法权利,以及向我们的其他专业顾问披露,或在法律另行授权或要求的情况下进行披露。酒店还保留在必要时分享宾客数据的权利,以防止对个人或公司实体(如酒店本身)的生命、健康或安全构成威胁。此外,酒店还将在必要时披露宾客数据,以调查可疑的非法活动,包括但不限于欺诈、侵犯知识产权或隐私的行为。

5. 非欧盟数据主体的权利

如果您不是欧盟居民,可能对我们所持有的关于您的宾客数据享有特定的权利,具体如下所述。

访问。

您有权知道我们是否处理了关于您的宾客数据,以及在我们处理了您的宾客数据时访问我们所持有的关于您的宾客数据,以及关于我们如何使用及分享这些数据的特定信息。

在法律允许的情况下,酒店保留对此服务收取合理管理费用的权利。在特殊情况下,酒店保留拒绝您访问您的宾客数据的权利,并可在适用法律要求的情况下对此作出解释。

特殊情况包括(在适用法律允许的范围内):

调查机构或政府机构反对酒店满足宾客的要求;

相关信息经酒店合理斟酌决定和/或评估可能影响到个人的生命或安全;及

数据收集与针对违反合同、涉嫌欺诈活动或违反法律而进行的调查有关。

纠正。

您有权纠正任何关于您的不准确的宾客数据。

反馈和投诉

如果您对使用和/或分享您的宾客数据有任何疑虑、反馈或投诉,我们愿意接受您的反馈或投诉。

行使权利。

如需行使您的任何权利,请填写数据隐私权利表格(带超链接)并提交至 marcom.hisinorchard@ihg.com

6. 欧盟数据主体的权利

如果您是欧盟居民,可能对我们所持有的关于您的宾客数据享有特定的权利,具体如下所述。其中一些只在特定情况下适用,详见下文。我们还规定了如何行使这些权利。

这些权利包括:

访问权。 

数据可携权。 

纠正权。 

删除权。 

限制处理权。 

反对权。 

请注意,我们将要求您先向我们提供身份证明,确认身份后才能回应您提出的任何行使自身权利的要求。我们须至少在一个月内(尽管在某些情况下,此期限可能会再延长两个月)对您提出的行使这些权利的要求作出回应,不得无故拖延。如需行使您的任何权利,请填写数据隐私权利表格(带超链接)并提交至 marcom.hisinorchard@ihg.com

投诉。

若您想就我们处理您的宾客数据的方式提出投诉,请与我们联系,我们将努力尽快处理您的请求。这并不妨碍您向您的数据保护机构提出索赔的权利。

访问。

您有权知道我们是否处理了关于您的宾客数据,以及在我们处理了您的宾客数据时访问我们所持有的关于您的宾客数据,以及关于我们如何使用及分享这些数据的特定信息。

如果您需要不止一份我们所持有的关于您的宾客数据的副本,我们可收取管理费用。

如果提供相关信息会干扰其他人的权利(例如,提供我们所持有的关于您的宾客数据会泄露关于其他人的信息),或者其他豁免适用,我们可能不会提供某些宾客数据。

可携带性。

您有权以结构化、常用且机器可读的格式接收我们从您那里收集的宾客数据的一部分,并且有权要求我们将这些宾客数据转移给另一方。

该部分宾客数据是您在给予同意的情况下提供给我们(宾客数据类型请见此处)的数据,我们根据您的同意或出于履行与您的合同的目的进行处理。

如果您希望我们将宾客数据转移给另一方,请确保说明该方的详细情况。请注意,我们只能在技术上可行的情况下将宾客数据转移给该方。第三方收到宾客数据后,对于宾客数据的安全及其处理,我们一概不予负责。如果提供相关信息会干扰其他人的权利(例如,提供我们所持有的关于您的宾客数据会泄露关于其他人的信息),我们也可能不会提供某些宾客数据。 

纠正。

您有权纠正任何关于您的不准确的宾客数据。请注意,当我们评估我们所持有的关于您的宾客数据是否不准确或不完整时,您可以行使您的权利来限制我们对适用数据的处理,具体如下所述。

如需行使您的任何权利,请填写数据隐私权利表格(带超链接)并提交至 marcom.hisinorchard@ihg.com

 

删除。

您可要求我们在以下情况下删除我们所持有的关于您的宾客数据:

您认为我们没必要再持有我们现在所持有的关于您的宾客数据;

我们正根据您的同意来处理我们所持有的关于您的宾客数据,而您希望撤回同意,并且我们没有任何其他理由可以处理您的宾客数据;

我们正根据我们的合法利益处理我们所持有的关于您的宾客数据,而您对此持反对态度。请详细说明您的理由,以便我们评估是否有高于一切的利益需要保留此类宾客数据;

您不希望我们再使用我们所持有的关于您的宾客数据,以便向您发送促销、特别优惠、营销和幸运抽奖等信息;或 

您认为我们正非法处理我们所持有的关于您的宾客数据。

另请注意,在我们考虑您提出的要求时,您可行使自身权利来限制我们对宾客数据的处理。

请尽可能详细地说明您提出要求的理由,以帮助我们确定您是否有删除宾客数据的有效依据。然而,如果根据法律规定我们有正当理由保留宾客数据(例如,为进行法律索赔辩护或出于言论自由),则可予以保留,但我们会告知您具体情况。  请注意,在删除宾客数据之后,我们可能无法为您提供相同级别的服务,因为我们将无法了解您的偏好。

如果您要求我们删除我们已公开的宾客数据,并且有删除的理由,我们将采取合理的措施,并尽力告知正在展示宾客数据的其他人士,或者提供宾客数据链接,以删除相关宾客数据。

如需行使您的任何权利,请填写数据隐私权利表格(带超链接)并提交至 marcom.hisinorchard@ihg.com

将处理仅限为存储。

在特定情况下,您有权要求我们停止出于存储以外的目的处理我们所持有的关于您的宾客数据。但是,请注意,如果我们停止处理宾客数据,则在根据数据保护法律规定我们有有效理由再次使用宾客数据的情况下(例如,为进行法律索赔辩护或保护其他人),我们可以再次使用。

在下列情况下,您可要求我们停止处理并仅存储我们所持有的关于您的宾客数据:

您认为宾客数据不准确(在我们核实宾客数据是否准确期间停止处理);

我们希望删除宾客数据,因为我们正进行的处理属非法,但您希望我们仅将其存储起来;

我们希望删除对于履行我们的目的不再需要的宾客数据,但您要求将其储存起来,以便提出、行使法律索赔或进行辩护;或

您反对我们根据我们的合法利益来处理我们所持有的关于您的宾客数据,且在我们确定是否有高于一切的利益需要保留这些宾客数据期间,您希望我们停止处理宾客数据。

反对。

您随时有权反对我们出于以下目的处理关于您的宾客数据:向您发送促销、特别优惠和营销信息(包括出于这些目的建立档案),而我们也将停止出于该等目的处理宾客数据。

在其他情况下,您亦有权反对我们处理关于您的宾客数据,而我们也将考虑您的要求,具体如下文所述,您可通过填写数据隐私权利表格并提交至 marcoms.hisinorchard@ihg.com 提出要求

如果我们正根据我们的合法利益处理我们所持有的关于您的宾客数据,您可对此提出反对意见。

请详细说明您的理由,以便我们评估是否有令人信服的高于一切的利益需要我们继续处理这些数据,否则,我们需要就法律索赔处理这些数据。另请注意,在我们评估是否有高于一切的利益时,您可行使权利要求我们停止处理宾客数据,您可在我们的数据隐私权利表格中提出要求

7. 保留

为履行最初收集信息的目的及酒店的法律或商业目的,或者根据相关法律的要求,我们将在必要的时间期限内保留宾客数据。通常,您的宾客数据至多保留 7 年,以确保任何合同争议都能得到解决。其中包括那些包含关于您自己的敏感个人数据的长期要求,例如,您希望在酒店享用清真餐或使用轮椅的长期要求。您可随时修改您的长期要求,以更改您日后的偏好。

如果您选择不接收营销信息或撤销对此的同意,我们将从我们的营销数据库中删除您的信息。

8. 准确性

酒店需要您帮助确保您的宾客数据为最新且完整准确。因此,请通过与我们联系并将您的更新资料以书面形式提交给酒店(见第 13 节),以通知酒店更改您的宾客数据。

我们也会不时地请求您提供最新宾客数据。如上所述,您的预订信息和行程将根据法律规定向相关海关和移民当局披露。因此,务请确保您的预订信息中包含的宾客数据为最新且完整准确。

9. 安全保障

酒店严肃对待宾客数据安全保护,但通过互联网传输信息无法保证绝对安全。虽然我们会尽最大努力保护您的宾客数据,但我们仍然无法保证通过网站传输的您的宾客数据的安全性;任何传输都需要您自担风险。

10. 其他网站链接

为方便您使用及获取信息,酒店可能会不时地为您提供其他网站的链接。如果您通过点击链接进入网站,请注意这些网站制定有自己的隐私政策,我们不对这些政策承担任何责任或义务。您访问这些网站需自担风险,酒店不予对这些网站负责。虽然酒店将保护我们独立网站上您的宾客数据,但是酒店无法控制我们可能链接到的其他网站的政策或您可能与之分享的任何宾客数据的使用,亦不予对此负责。请注意,酒店的隐私政策并不涉及其他网站,我们建议您自行了解他们的具体政策。

11. 未成年人

酒店的独立网站并不针对 16 岁以下的儿童,酒店也不能辨别访问和使用我们独立网站的人士的年龄。如果适用法律所称未成年人在没有父母或监护人同意的情况下为酒店提供宾客数据,家长或监护人应与酒店联系(见第 13 节),以删除相关宾客数据并注销该未成年人的账户。如果我们知晓宾客数据是在没有父母或监护人同意的情况下从 16 岁以下人士那里收集的,我们将删除这些宾客数据,并且,如果该未成年人有账户,将终止其账户。

12. 隐私政策更新

酒店将不时修改本《隐私政策》,更新版将在酒店的独立网站上发布并注明日期,方便您知晓《隐私政策》最后更新时间。请不时回访网站,查看本《隐私政策》的任何更新或变更。如果我们对本《隐私政策》作出任何重大变更,我们将发出电子邮件公告等通知。根据适用的法律,本《隐私政策》的英文版高于任何其他语言版本。

13. 联系我们

如果您对本《隐私政策》声明有任何意见、疑问或投诉,请按下方地址与酒店联系,并提及《隐私政策》

 

Harilela Hotels (S) Pte Ltd trading as Holiday Inn® Singapore Orchard City Centre DPO                                                                    

11 Cavenagh Road

Singapore,邮编:229616

或发送电子邮件至 marcoms.hisinorchard@ihg.com,提及:《隐私政策》。

Privacy Policy

Last Updated: 30 May 2018

 

This is the Privacy Policy for Harilela Hotels (S) Pte Ltd trading as Holiday Inn® Singapore Orchard City Centre (Hereinafter referred to as “our”, the hotel”, “us” and “we”).

We are a corporation registered in the Republic of Singapore with company number 198002635K and a registered office at 11 Cavenagh Road, Singapore 229616. For the purpose of the General Data Protection Regulation (“GDPR”), we are the data controller. Our data protection officer can be contacted at  (to advise DPO’s email).

We collect, uses and disclose Guest Data (as defined below) in order to provide you with a safe, smooth, efficient and customised experience with us. The collection, use and disclosure of Guest Data enable us to provide services and products that are most likely to meet your needs and requirements. This Privacy Policy outlines our policy and responsibility in relation to the collection, use and disclosure of Guest Data.

By continuing to use our services, you signify that you have read and understood this Privacy Policy.

 

SUMMARY

What information do we collect about you?

We collect information when you purchase room nights or other products on our brand website, independent website (desktop and mobile) or when you stay with us, such as your contact details, travel information and credit card details. We also collect information about your preferences from your interactions with our service team members, and from specific requests you make.  In addition, we collect device and technical information from you when you use our brand website, independent website (desktop and mobile).

How will we use the information about you?

We use your information to fulfil our contract of hospitality with you, to administer your membership with our loyalty programmes including but not limited to IHG Rewards Club, IHG Business Rewards and Gourmet Collection. We also use your information to maintain our brand website, independent website (desktop and mobile), and to tailor our products and services to your preferences to provide the best service possible. In addition we use your information to market our products and services to you, and those of our partners and agents (with your consent where required by applicable law). 

Who do we share your information with?

We share your data with our third party service providers to the extent necessary for them to provide their services such as payment processor and relevant employees only on a need-to-know basis as well as government bodies only when required by law.

Where do we process your information?

Our servers are located in Singapore where our staff and offices are located.

How long do we keep hold of your information?

We retain your information for as long as it is necessary to fulfil the purpose for which it was collected, the legal or business purposes of the hotel, or as required by relevant laws. We will usually keep your Guest Data for up to 7 years to ensure that any contractual disputes can be addressed. For EU residents, we will endeavour to delete data within 30 days of a request for erasure or contact you if it will take longer. 

Dispute Resolution

If you have any concerns or complaints, please contact us at marcoms.hisinorchard@ihg.com

How will we notify you of changes?

We will amend this Privacy Policy from time to time and the updated versions will be posted on our independent website and date stamped so that you are aware of when the Privacy Policy was last updated. Please check back frequently to see any updates or changes to this Privacy Policy. If we make any material changes to this Privacy Policy, we will provide notice through an email announcement.

 

General Guest Data privacy policy statement

1. The types of Guest Data we collect

The types of Guest Data that we collect depend on the circumstances of collection and on the nature of the service requested or transaction undertaken.

There are two broad categories of Guest Data that we collect:

• Personal Data. The data we collect includes but is not limited to:

(i) Personal information that can be used to identify an individual, such as name, gender, date of birth, passport or other personal identification numbers;

(ii) Contact information, such as mailing address, phone number, email address;

(iii) Payment information, such as credit or debit card information, including the name of cardholder, card number, billing address and expiry date;

(iv) Stay information, such as reservation confirmation number

(v) Information on your other purchases made through our hotel, such as tracking your purchases of extra bed(s), paid upgrades and other purchases made through our brand and independent website. 

(vi) your guest preferences, such as dietary restrictions or other service preferences;
(vii) information about your in-hotel Wi-Fi usage and how much data was utilised for your Wi-Fi sessions;

(viii) information about your interactions with our employees, such as the details of any complaint cases, call details, and other information relevant to assist our team to service you;

(ix)  Information we receive from the queries you enter into our chatbot, Kris on our global Facebook page and Website (as defined below);

(xi) Information we receive from room bookings made via our online corporate booking platform; 

(xii) Information we receive from other sources e.g. our page on social media websites; and

(xiii) business contact information, such as the contact details of the employees of our vendors and corporate clients, as well as the contact details collected by our operation and administrative divisions

Technical Data. This includes device and technical information you give us when using our website (desktop and mobile) such as IP addresses or other unique identifiers, cookies, mobile carrier, time zone setting, operating system and platform.

For purposes of this policy statement, Guest Data means Personal Data and Technical Data.

We also use Guest Data to derive Statistical Data, such as the number of guests. This is processed and stored purely for analytical purposes, and is entirely anonymous. This information will not be stored to your guest record, and will only be aggregated for statistical analysis so that we can better understand our guest profile and enhance our service offering. 

 

Special categories of information or “sensitive personal data”

Certain categories of Guest Data, such as information about your race, ethnicity, religion or health, are considered special categories of information, or “sensitive personal data” under the GDPR.

Generally, we try to limit the circumstances where we collect your sensitive personal data. However, this can occasionally occur because you have made certain requests in connection with your stay arrangements that reveal or suggest something about you that could be considered “sensitive personal data”, or if you otherwise choose to provide such information to us (or a third party such as the travel agent through which you made your booking).

For example:

• if you request a particular type of meal, e.g. halal or kosher meals, this may imply or suggest that you are a member of a particular religion; or

• if you request specific medical assistance from us and/or a local operator, e.g. the provision of a wheelchair, this may reveal that you have a particular medical condition.

How we collect data from you

We collect Guest Data, either directly from you or from your authorised representatives (i.e. persons whom you have authorised and/or persons who have been validly identified as being your authorised representative (e.g. your organisation’s corporate travel manager) pursuant to our then-current security procedures).

The hotel also collects Guest Data from third parties which are located in various countries. This includes, but is not limited to, travel agents, our partners, our service providers, or through our brand and independent website, mobile services, any posts on our hotel-specific pages on social media websites and other channels including online travel agencies (OTAs)

Where you make reservations on behalf of another person, you undertake and will ensure that the individual whose Guest Data is supplied to us has authorised the disclosure, is informed of and agrees to the provisions of this Privacy Policy.

 

2. Is the provision of Guest Data required?

The collection of the following types of Guest Data is mandatory to enable us to fulfil our contract of hospitality with you. These types of Guest Data are marked as mandatory on our booking form. If you do not provide this information, we will not be able to provide you with our services and/or products required.

• Guest details, e.g title, first/given name, last/family name, date of birth, whether you are an EU resident.

• Contact details, e.g. email address, mobile phone number, home number or business number.

• Payment details, e.g. the name on the credit or debit card, the credit or debit card number, expiry date and card verification value on the credit or debit card, and billing address which will be transmitted to our payments processors.

The collection of the following types of Guest Data is mandatory to enable us to administer your membership with IHG Rewards Club, IHG Business Rewards, Gourmet Collection: (i) title; (ii) last/family name; (iii) first/given name if you do not have a last/family name; (iv) date of birth; (v) email address; (vi) mobile phone number; (vii) mailing address; (viii) gender; (ix) nationality; and (x) whether you are an EU resident.

These types of Guest Data are marked as mandatory on our sign up form. If you do not provide this information, you will not be able to benefit from points accruals and membership tier benefits and we will not be able to provide you with our services and/or products required.

The failure to supply the following types of Guest Data will result in (i) we being unable to update you on our latest products and/or launches; and/or (ii) your inability to enter or participate in contests, promotions or redemption activities organised by the hotel:

• Contact Information e.g. email address, telephone number; and

• Country of residence.

 

3. How we use your Guest Data

If you are an EU resident, we are required to disclose the legal basis for processing your data under the GDPR. We will use the Guest Data in the following ways:

In accordance with our contract of hospitality with you, we will use the Guest Data to:

• Process and assist you with any transactions related to your booking (e.g., making a booking, providing services related to the booking (e.g., room selection, accommodation, etc.), fulfilling such booking and investigating potential fraudulent transactions);

• notify you about changes to our service, including through Electronic Direct Mail facility;  

As it is in our legitimate interests to be responsive to you, to provide customised services and marketing and to ensure the proper functioning of our products, services and organisation, we will use your Guest Data to:

• improve our independent website and to ensure content from the wtebsite is presented in the most effective manner for you and your device;

• administer the independent website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;

• monitor and record calls for quality, training, legal compliance, analysis and other related purposes in order to pursue our legitimate interest to improve service delivery;

• send you surveys by email (including surveys related to our loyalty programmes, if you are a member, as detailed below). You can opt-out of receiving these surveys at any time by contacting us;

• send you service emails, such as reminders when you have not checked out your purchases on our Website. You can opt-out of receiving service emails at any time by contacting us;

• respond to your enquiries, requests or feedback;

• enforce our terms, conditions and policies;

• allow you to participate in interactive features of the independent website, when you choose to do so;

• customise our products and services to you, including by responding to and catering for your guest preferences; 

• keep the independent website safe and secure;

• Aggregate Guest Data into anonymised statistical data (such as number of guests staying during a specific time frame), which we will use for statistical analysis so that we can better understand our guest profile and improve our service offering;

• to customise our marketing e.g. send you targeted marketing on information you would like to receive, based on your responses to options on our independent website and your prior stay and interaction with the hotel. If you are an EU resident, you can object to this profiling and opt-out of receiving such targeting marketing.

• If you are an employee of an entity with a contractual relationship with us:

i. to contact you to perform our services, and in particular, to monitor and record calls for quality, training, legal compliance, analysis and other related purposes in order to pursue our legitimate interest to improve service delivery;

ii. Enforce our terms and conditions against your employer; and

iii. Communicate with you about products, services, promotions, events and other news and information we think will be of interest to you.

If you are an EU resident, you can object to this profiling and opt-out of receiving such targeted marketing.

With your consent where required by applicable laws, we will use your Guest Data to:

• send you marketing and promotional materials in relation to products and services offered by the hotel, its affiliated hotels and service partners, as well as IHG Rewards Club, IHG Business Rewards and Gourmet Collection.

 You have the right to withdraw your consent at any time by contacting us at marcoms.hisinorchard@ihg.com

 

4. Disclosure of your Guest Data

The hotel will share your Guest Data with any member of the InterContinental Hotel Group, which means our sister hotels locally and overseas  in order to better customise your preferences when you stay with any of our hotels.  

• For the purposes of undertaking targeted direct marketing and other forms of marketing or advertisement, provided we have the consent of the recipient and/or have provided the opportunity to opt-out, in each case where required by applicable law. We will also use and disclose your Guest Data to persons who have been validly identified as being you or your authorised representative(s) pursuant to our then-current security procedures, for the purpose of the relevant transaction or enquiry. The hotel will disclose your Guest Data to law enforcement agencies, public or regulatory authorities, securities commissions or other organisations for security, customs and immigration purposes, if legally required to do so, or if we have a good faith belief that such use is reasonably necessary to:

• comply with legal obligation, process or request;

• enforce our terms and conditions and other agreements, including investigation of any potential violation thereof;

• detect, prevent or otherwise address security, fraud or technical issues; or

• protect the rights, property, health or safety of us, our users, a third party or the public as required or permitted by law (including exchanging Guest Data with other companies and organisations for the purposes of fraud protection and credit risk reduction).

We will also disclose your Guest Data to third parties: 

• to comply with legal obligations, processes or requests (such as disclosing Guest Data to executors in response to court orders).

In addition, the hotel may disclose Guest Data to our legal advisors for establishing, exercising or defending our legal rights, to our other professional advisors, or as otherwise authorised or required by law. The hotel also reserves the right to share Guest Data as is necessary to prevent a threat to the life, health or security of individual or corporate entities such as the hotel itself. Further, the hotel will disclose Guest Data, as is necessary, to investigate suspected unlawful activities including but not limited to fraud, intellectual property infringement or privacy.

 

5. Non-EU Data Subject Rights

If you are not a resident in the EU, you may have certain rights in relation to the Guest Data we hold about you, which we detail below.

Access.

You have the right to know whether we process Guest Data about you, and if we do, to access Gues Data we hold about you and certain information about how we use it and who we share it with.

Where permitted by law, the hotel reserves the right to charge a reasonable administrative fee for this service. In exceptional circumstances, the hotel reserves the right to deny you access to your Guest Data and may provide an explanation as required by applicable laws.

Exceptional circumstances include (to the extent allowable under applicable law) where:

• An investigating authority or government institution objects to the hotel complying with a guest’s request;

• The information may, in the exercise of the hotel’s reasonable discretion and/or assessment, affect the life or security of an individual; and

• Data is collected in connection with an investigation of a breach of contract, suspicion of fraudulent activities or contravention of law.

Correction. 
You have the right to correct any Guest Data held about you that is inaccurate.

Feedback and complaints

If you have any concerns, feedback or complaints about the use and/or sharing of your Guest Data, we are open to receiving your feedback or complaints.

Exercise of Rights.

To exercise any of your rights, please use the following form: Data Privacy Rights Form (hyperlinked) and submit it to marcoms.hisinorchard@ihg.com

6. EU Data Subject Rights

If you are a resident in the EU, you may have certain rights in relation to the Guest Data we hold about you, which we detail below. Some of these only apply in certain circumstances as set out in more detail below. We also set out how to exercise those rights.

These rights include:

• The right of access. 

• The right of data portability. 

• The right of rectification. 

• The right of erasure. 

• The right to restrict processing. 

• The right to object. 

Please note that we will require you to provide us with proof of identity before responding to any requests to exercise your rights. We must respond to a request by you to exercise those rights without undue delay and at least within one month (although this may be extended by a further two months in certain circumstances). To exercise any of your rights, please use the following form: Data Privacy Rights Form (hyperlinked) and submit it to marcoms.hisinorchard@ihg.com

Complaints.

In the event that you wish to make a complaint about how we process your Guest Data, please contact us and we will endeavour to attend to your request as soon as possible. This is without prejudice to your right to launch a claim with your data protection authority.

Access.

You have the right to know whether we process Guest Data about you, and if we do, to access Guest Data we hold about you and certain information about how we use it and who we share it with.

If you require more than one copy of the Guest Data we hold about you, we may charge an administration fee.

We may not provide you with certain Guest Data if providing it would interfere with another’s rights (e.g. where providing the Guest Data we hold about you would reveal information about another person) or where another exemption applies.

Portability.

You have the right to receive a subset of the Guest Data we collect from you in a structured, commonly used and machine-readable format and a right to request that we transfer such Guest Data to another party.

The relevant subset of Guest Data is data that you provide us with your consent (please see here for the types of GuestData we process on the basis of your consent  or for the purposes of performing our contract with you.

If you wish for us to transfer the Guest Data to another party, please ensure you detail that party and note that we can only do so where it is technically feasible. We are not responsible for the security of the Guest Data or its processing once received by the third party. We also may not provide you with certain Guest Data if providing it would interfere with another’s rights (e.g. where providing the Guest Data we hold about you would reveal information about another person). 

Correction.

You have the right to correct any Guest Data held about you that is inaccurate. Please note that whilst we assess whether the Guest Data we hold about you is inaccurate or incomplete, you may exercise your right to restrict our processing of the applicable data as described below.

To exercise any of your rights, please use the following form: Data Privacy Rights Form (hyperlinked) and submit it to marcoms.hisinorchard@ihg.com

 

Erasure.

You may request that we erase the Guest Data we hold about you in the following circumstances:

• you believe that it is no longer necessary for us to hold the Guest Data we hold about you;

•  we are processing the Guest Data we hold about you on the basis of your consent and you wish to withdraw your consent and there is no other ground under which we can process the Guest Data;

• we are processing the Guest Data we hold about you on the basis of our legitimate interest and you object to such processing. Please provide us with detail as to your reasoning so that we can assess whether there is an overriding interest for us to retain such Guest Data;

• you no longer wish us to use the Guest Data we hold about you in order to send you promotions, special offers, marketing and lucky draws; or 

• you believe the Guest Data we hold about you is being unlawfully processed by us.

Also note that you may exercise your right to restrict our processing of the Guest Data whilst we consider your request as described below.

Please provide as much detail as possible on your reasons for the request to assist us in determining whether you have a valid basis for erasure. However, we may retain the Guest Data if there are valid grounds under law for us to do so (e.g., for the defence of legal claims or freedom of expression) but we will let you know if that is the case.  Please note that after deleting the GuestData, we may not be able to provide the same level of servicing to you as we will not be aware of your preferences.

Where you have requested that we erase Guest Data that we have made public and there are grounds for erasure, we will use reasonable steps try to tell others that are displaying the Guest Data or providing links to the Guest Data to erase the Guest Data too.

To exercise any of your rights, please use the following form:  Data Privacy Rights Form (hyperlinked) and submit it to marcoms.hisinorchard@ihg.com


 

Restriction of Processing to Storage Only.

You have a right to require us to stop processing the Guest Data we hold about you other than for storage purposes in certain circumstances. Please note, however, that if we stop processing the Guest Data, we may use it again if there are valid grounds under data protection law for us to do so (e.g. for the defence of legal claims or for another’s protection).

You may request we stop processing and just store the Guest Data we hold about you where:

• you believe the Guest Data is not accurate, for the period it takes for us to verify whether the Guest Data is accurate;

• we wish to erase the Guest Data as the processing we are doing is unlawful but you want us to just store it instead;

• we wish to erase the Guest Data as it is no longer necessary for our purposes but you require it to be stored for the establishment, exercise or defence of legal claims; or

• you have objected to us processing Guest Data we hold about you on the basis of our legitimate interest and you wish us to stop processing the Guest Data whilst we determine whether there is an overriding interest in us retaining such Guest Data.

 

Objection.
At any time you have the right to object to our processing of Guest Data about you in order to send you promotions, special offers, marketing messages, including where we build profiles for such purposes and we will stop processing the Guest Data for that purpose. 

You also have the right to object to our processing of Guest Data about you and we will consider your request in other circumstances as detailed below by using the following form: Data Privacy Rights Form and submit it to marcoms.hisinorchard@ihg.com

You may object where we are processing the Guest Data we hold about you (including where the processing is profiling) on the basis of our legitimate interest and you object to such processing.

Please provide us with detail as to your reasoning so that we can assess whether there is a compelling overriding interest in us continuing to process such data or we need to process it in relation to legal claims. Also note that you may exercise your right to request that we stop processing the Guest Data whilst we make the assessment on an overriding interest by indicating this in our Data Privacy Rights Form

 

7. Retention

We will retain Guest Data for as long as it is necessary to fulfil the purpose for which it was collected, the legal or business purposes of the hotel, or as required by relevant laws. We will usually keep your Guest Data for up to  7 years to ensure that any contractual disputes can be addressed. This includes standing requests which contain sensitive personal data about yourself, e.g. a standing request that you wish to receive a halal meal or a wheelchair at the hotel. You can amend your standing request at any time to change your preferences in the future.

If you opt-out or withdraw your consent to marketing, we will remove you from our marketing database.

8. Accuracy

The hotel needs your assistance to ensure that your Guest Data is current, complete and accurate. As such, please inform the hotel of changes to your Guest Data by contacting us and submitting your updated particulars to the hotel in writing (see Section 13).

We will also request Guest Data updates from you from time to time. As detailed above, your reservation information and itinerary will be disclosed to the appropriate customs and immigration authorities as required by law. As such, it is important to ensure that the Guest Data contained in your booking information is current, complete and accurate.

9. Security safeguards

The hotel takes the protection of your Guest Data seriously but, unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your Guest Data, we cannot guarantee the security of your Guest Data transmitted through the Website; any transmission is at your own risk.

10. Links to other websites

The hotel may, from time to time, provide you with links to other websites for your convenience and information. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. You access these websites at your own risk and the hotel is not responsible for these websites. Whilst the hotel will protect your Guest Data on our independent website, the hotel cannot control or be responsible for the policies of other sites we may link to, or the use of any Guest Data you may share with them. Please note that the hotel’s Privacy Policy does not cover these other websites, and we would recommend that you are apprised of their specific policies.

11. Minors

The hotel’s independent website is not directed at children under the age of 16 and the hotel cannot distinguish the age of persons who access and use our independent website. If a minor (according to applicable laws) has provided the hotel with Guest Data without parental or guardian consent, the parent or guardian should contact the hotel (see Section 13) to remove the relevant Guest  Data and unsubscribe the minor. If we become aware that Guest Data has been collected from a person under the age of 16 without parental or guardian consent, we will delete this Guest Data and, where that minor has an account, terminate the minor’s account.

12. Updates to the privacy policy

The hotel will amend this Privacy Policy from time to time, and the updated versions will be posted on the hotel’s independent website and date stamped so that you are aware of when the Privacy Policy was last updated. Please check back frequently to see any updates or changes to this Privacy Policy. If we make any material changes to this Privacy Policy, we will provide notice including by way of a an email announcement. Subject to applicable laws, the English version of this Privacy Policy will prevail over any version of this Privacy Policy in another language.

13. Contact us

If you have comments, questions or complaints about or requests relating to this Privacy Policy statement, please contact the hotel in writing at the address below referencing ‘Privacy Policy':

 

Harilela Hotels (S) Pte Ltd trading as Holiday Inn® Singapore Orchard City Centre DPO                                                                    

11 Cavenagh Road                                                                                                                                                                                

Singapore 229616

Or email marcoms.hisinorchard@ihg.com referencing: Privacy Policy.