What is Personal Information?
The term "Personal Information" refers to any information that can be used to identify you as an individual. It can include, among other things, your name, address, age, gender, personal financial history and social insurance or social security number.
Why is Personal Information Collected?
- 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. 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 to send you newsletters regarding our properties and 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 Cala Luna and are contractually required to protect all Personal Information to which they have access. If you do not wish to receive information from Cala Luna you may indicate your wishes on your registration card when you stay with us or you may advise one of our properties or send an e-mail to: email@example.com 3. For Marketing Research Finally, we may wish to contact Guests to conduct surveys or focus groups to receive your views of our properties and service delivery. Such information may be collected by a third party under contract with us and they will be contractually required to protect your Personal Information as explained below. Occasionally we will combine information from a number of Guests to better understand trends and Guest expectations. When this occurs, all identifiers are removed and the aggregate information cannot be linked to any specific Guest or Owner.
How is Personal Information Collected?
- Reservations can also be made by calling our Reservation Office. When you make a reservation we may ask you for Personal Information such as your name, address, telephone number and method of payment. We may also obtain from you any room preferences or special requests. Confirmation of your reservation will be provided to you, generally by e-mail, directly from the hotel. 3. 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. Certain information regarding your service preferences is also stored centrally by us and may be made available to our guest history database.
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 do we store personal information?
- Cala Luna Hotel goes to great measures to ensure that all Personal Information is kept 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. 2. In Our Guest Reservation System In order to serve you better we also store certain guest information in our Central Reservation System (“CRS"). The stored information includes guest name, address, phone numbers and credit card number. We may also store certain information regarding your service preferences. 4. In Our Marketing Database Cala Luna maintains a database of Guest information which is used for marketing, promotion and research purposes. Guests will only receive such information if they have provided permission on their Hotel registration form, on the Cala Luna web site, or in some other form. Any information sent provides a clear notice of how to discontinue receiving promotional materials.
What information is not secure?
It is important to note that any e-mail communication is not secure. This is a risk inherent in the use of e-mail. Please be aware of this when requesting information or sending forms to us by e-mail (for example, from the Contact Us section of our web site). We recommend that you do not include any confidential information (i.e. credit card information) when using e-mail. For your protection, our e-mail responses to you will not include any confidential information. Finally, to be prudent, please be sure to always close your browsers when you are done using a form or the reservation site. Although the session will terminate after a short period of inactivity, it is best to close your browsers immediately upon completion.
What Personal Information may be provided to third parties?
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 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. Cala Luna reserves the right to decline access to your Personal Information under certain circumstances. If your Personal Information will not be disclosed, 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 contacting:
- via e-mail at firstname.lastname@example.org
How long is my Personal Information retained?
Your Personal Information will be stored for the period of time required by law in the jurisdiction. It may be stored indefinitely by Cala Luna 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.
How will I know if there are changes to this Policy?
How Is Personal Information affected by business transfers?
Guest required for the business transaction between the Guest and the property may be shared with the property owner, but all other Personal Information is considered to be proprietary to Cala Luna, and is not shared with property owners. If we cease to manage the property, all Personal Information remains with Cala Luna. Guest information required to process pending reservations and information that is historically shared with the property owner is retained by the property owner.
What laws apply to this policy?