Privacy Policy
INTRODUCTION
In the context of personal data protection, l’Ermitage Hôtel Cuisine-à-manger, SAS DU MONT CINDRE, registered under number 495 368 557 00015, is committed to ensuring total transparency with regard to the collection, analysis and processing of its customers’ personal data.
By “personal data”, we mean any information collected and recorded in a format that makes it possible to identify you personally, either directly (e.g. name) or indirectly (e.g. telephone number) as a natural person. Before sending us this information, we recommend that you read the rest of this document, which describes our policy on protecting the privacy of our customers.
This privacy policy is an integral part of the general terms and conditions governing our hotel services. By accepting our terms and conditions, you expressly agree to the provisions of this document.
l’Ermitage Hôtel Cuisine-à-manger, SAS DU MONT CINDRE is part of the èhotels-Lyon group (SAS MISE EN ŒUVRE), which may centralize and process data for the purposes described below.
COLLECTION OF PERSONAL DATA
As a customer of l’Ermitage Hôtel Cuisine-à-manger, SAS DU MONT CINDRE, you may be asked at various times for information about yourself and/or members of your family, such as :
– Contact details (e.g. surname, first name, telephone number, email address, etc.) ;
– Personal information (e.g. date of birth, nationality, …) ;
– Information about your children (e.g. first name, date of birth, age…) ;
– Your credit card number (for transaction and reservation purposes):
– Your arrival and departure dates;
– Your preferences and interests (e.g. smoking or non-smoking room, preferred floor, type of bedding, type of newspapers read, sports, cultural interests, etc.);
– Your questions/comments, during or following a stay in our establishment.
The collection of information on persons under 18 is limited to their name, nationality and date of birth, which can only be provided by an adult. Please ensure that your children do not send us any personal data without your permission (particularly via the Internet). In the event of such transmission, you can contact the hotel directly to have this information deleted.
We voluntarily do not collect sensitive information, such as racial or ethnic origins, political opinions, religious or philosophical beliefs, trade union membership, health details or sexual orientation.
Personal data may be collected on various occasions, including:
– Hotel activities:
> Room reservations ;
> Check-in and check-out
> Consumption in the hotel bar and restaurant during a stay;
> Requests, complaints and/or disputes.
– Participation in marketing programs or events:
> Contribution to satisfaction surveys;
> Subscription to newsletters, in order to receive offers and promotions by e-mail;
– Transmission of information from third parties:
> Channel Manager, Tour Operators, Travel Agencies, OTAs, Metasearch, GDS reservation systems, others, … ;
– Internet activities :
> Connection to l’Ermitage Hôtel site (IP address, cookies, web tracers) ;
> Online collection forms (online reservations, questionnaires, l’Ermitage Hôtel Cuisine-à-manger, SAS DU MONT CINDRE pages on social networks, connection devices such as Facebook Login, etc.).
PURPOSE OF PERSONAL DATA PROCESSING
We collect your personal data in order to:
– Fulfill our obligations towards our customers.
– Manage room reservations and accommodation requests:
> Drawing up and keeping legal documents in compliance with accounting standards;
– Manage your hotel stay:
> Track your consumption (telephone, bar, restaurant…)
> Room access management
> Internal management of a list of customers who have behaved inappropriately during their stay at the hotel (aggression and incivilities, failure to comply with the hotel contract, failure to comply with security rules, theft, damage and vandalism or payment incidents).
– To improve our hotel service, in particular:
> Processing your personal data as part of customer marketing programs, in order to carry out marketing operations, promote brands and gain a better understanding of your needs and wishes;
> Adapt our products and services to better meet your needs;
> Personalize commercial offers and relational messages for you;
> Inform you of special offers and new services created by our company;
– Manage our customer relations before, during and after your stay
– Loyalty program management;
> Qualification of the customer database;
> Segmentation operations based on customers’ booking history and travel habits to send targeted communications;
> Forecasting and anticipating future behavior;
> Establish statistics and commercial scores, and carry out reporting;
> Provide contextual data to the offer push tool when a customer visits the hotel website or makes a reservation;
> Know and manage the preferences of both loyal and non-loyal customers;
> To send you newsletters, promotions and offers concerning tourism, hotels or services, or offers from l’Ermitage Hôtel Cuisine-à-manger, SAS DU MONT CINDRE partners, or to contact you by telephone;
> To manage requests to unsubscribe from newsletters, promotions, tourist offers and services, or offers from partners.
> Manage requests to unsubscribe from newsletters, promotions, tourist offers and satisfaction surveys;
> Take into account the right of opposition;
> Use a dedicated telephone service to contact people in the hotel in the event of serious events affecting the site concerned (natural disasters, terrorist attacks, etc.);
– To carry out cross-checks, analyses and combinations via a trusted third party of your data collected during your reservation or your stay, in order to determine your centers of interest, your customer profile and to enable us to send you personalized offers.
– To improve l’Ermitage Hôtel Cuisine-à-manger, SAS DU MONT CINDRE’s services, in particular:
> Carrying out studies and analyses of questionnaires and customer comments;
> Complaints management;
> Enabling you to benefit from the advantages of our loyalty program.
– To secure and improve your use of the l’Ermitage Hôtel Cuisine-à-manger, SAS DU MONT CINDRE web sites, in particular :
> Improving navigation
> Implementation of security and fraud prevention measures
– To comply with the legislative provisions set out in French law.
STORAGE OF PERSONAL DATA
Data may only be kept for as long as is necessary for the purposes for which it is processed. The minimum retention period is 1 year.
CONDITIONS OF ACCESS BY THIRD PARTIES
Within l’Ermitage Hôtel Cuisine-à-manger, SAS DU MONT CINDRE: in order to provide you with the best possible service, we may share your personal data and give access to authorized staff of our, in particular:
> Hotel staff ;
> Reservation personnel;
> IT departments;
> Business partners and marketing departments;
> Medical services, if required;
> Legal services (if applicable);
> Generally, any appropriate person of the èhotels group entities, for certain specific categories of personal data.
Local authorities: we may transmit your information to local authorities, if required by law or in the context of an investigation and in accordance with local regulations.
RIGHT OF ACCESS, MODIFICATION AND DELETION
We undertake to grant you a right of access and rectification should you wish to consult, modify or even delete information concerning them.
To exercise this right, please contact the hotel directly.
All requests will be processed as quickly as possible and in accordance with applicable law.
RIGHT OF OBJECTION
We are committed to guaranteeing you the right to object to the use of your personal information.
The right of opposition is understood to be the possibility offered to customers to refuse that their personal information be used for certain purposes mentioned at the time of collection.
This right may be exercised by contacting the hotel directly.
All requests will be processed as quickly as possible and in compliance with applicable law.
SECURITY
We are committed to ensuring the proper application of security measures relating to the processing of our customers’ personal data, in particular in order to protect data against unauthorized or illicit processing, loss, destruction, accidental damage or disclosure to unauthorized persons.
To ensure the security of personal information, we use the following measures:
– Incremental computer backup on dedicated servers
+ backup copy on NAS
+ NAS copy on another NAS
– Physical firewall (Stormshield)
> VPN access via Microsoft authorized according to user/Active Directory for data consultation outside the premises
– Dedicated main server for client/software base
> Installation of an Active Directory system (i.e. a system for assigning rights to files according to user).
> Encrypted Protel software with user-dependent document access + log tracking
– Secondary server for TSE system, connected to Active Directory
> Internal Exchange system for messaging, connected to Active Directory