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?
1. To Provide Superior Customer Service to our Guests
Personal Information is collected to assist us in making your reservation and providing the services you request at any of our properties, 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 of Silverland 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 Silverland and are contractually required to protect all Personal Information to which they have access. If you do not wish to receive information from Silverland Hotels & Spas you may indicate your wishes on our web site or you may advise one of our properties or send an e-mail to: firstname.lastname@example.org
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.
How Is Personal Information Collected?
1. On Our Web Site and Mobile Web Site
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 Web Site
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.
While you explore our mobile web site for information that interests you, you will provide Personal Information when you create a profile or sign in to access an existing profile.
While browsing our web site and mobile web site, you may also wish to put in a specific "Information Request" about one of our hotels, or you may wish to participate in one of our on-line surveys or promotions. To respond to this request or to participate in our various programs, we may ask you for Personal Information, such as your name, zip/postal code, e-mail address, and phone number.
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 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 Silverland.
2. When Making a Reservation
You can search for rates and availability at our hotels without providing any Personal Information.
Your credit card number will be verified using a checking sequence, but we do not authorize any payments at this point. Once you indicate confirmation of your reservation, all of the reservation information that you submitted will be sent to Silverland. From this point the information is sent to the selected hotel in exactly the same way as if you called us directly.
We normally charge the first night of your booking to your credit as guarantee (booking condition) one week prior to your arrival.
Due to the personal nature of the information you provide when making a reservation through our web site or mobile web site, Silverland employs encryption technology to keep your data secure.
We also retain a copy of the reservation profile on our web site, excluding the credit card number connected to your ID number. We will then use that information to create a log in our web site database.
We also may combine information from a number of web visitors in a way that does not identify any user, in order to identify user patterns.
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 other Silverland properties through the Silverland guest history database. You may advise the hotel if you do not want personal preferences shared.
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?
1. At the Hotel
Each Silverland managed property 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 intranet system.
The stored information includes guest name, address, phone numbers and credit card number. We may also store certain information regarding your service preferences. When you make a reservation at another Silverland property, this information is sent to that hotel.
We also store other transaction information in our intranet system, including the number of stays you have had at properties managed by Silverland and the number of nights of each stay. This information may be available to another Silverland property when you make a reservation at that property, in order to serve you better.
3. In Our Marketing Database
Silverland 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 the Silverland web site, or in some other form ath the hotel. Any information sent provides a clear notice of how to discontinue receiving promotional materials.
What Information Is Not Secure?
When you log-in to complete or modify a Booking Profile, Guest Profile, your online interaction with us is protected from eavesdropping using the highest level encryption technology based on the browser you use. In order to ensure your privacy and the protection of information you choose to share with us, we allow only encrypted communications from all of our web forms.
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.
If I have created a Guest Profile, how is my Personal Information treated?
If you are invited and elect to create a Guest Profile, on our web site or mobile web site, you will be asked to furnish specific Personal Information. You will also be asked to provide a password for use each time you log-in. Once you have created a Guest Profile, we may add online session data to your Guest Profile on subsequent visits to our website. When you provide information, including revised information to your Guest Profile, we may use the information you provide to update other databases maintained by us.
What Information May Be Exchanged Between Properties?
Information is shared between certified data privacy personnel at individual Silverland Hotels & Spas in certain limited circumstances, particularly where health or safety concerns have arisen in the past. Preference information may also be shared to enhance your guest experience.
Further, if a guest does not pay an outstanding account on time, or acts in an unlawful manner in regards to payment obligations, this information may be shared among accounting personnel at other Silverland managed properties.
What Personal Information May Be Provided To Third Parties?
Personal information is shared with third party residential property developers as set out above. The particular developer's website can be consulted for the developer's policy on the collection, storage and use of such information.
We will only share Personal Information about you outside Silverland Hotels & Spas without your consent, where: (a) it is required or authorized by law (for example, in response to a legal subpoena); (b) it is required to provide you with services you have requested in which case you will be considered to have implied your consent (e.g. car rental); (c) if your stay has been paid for by a third party we will provide billing information to the paying party; or (d) if you have failed to pay amounts owed to a property.
If Silverland Hotels & Spas suspects any unlawful activity is taking place, it may investigate and/or report its findings or suspicions to the police or other relevant law enforcement agency.
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.
Silverland 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 our Marketing Department via e-mail at email@example.com
Or you may visit our web site and mobile web site at www.silverlandhotels.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 Silverland 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?
Silverland Hotels & Spas manages properties on behalf of third party owners. Guest information 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 Silverland, and is not shared with property owners. If we cease to manage a particular property, all Personal Information remains with Silverland. Guest information required to process pending reservations and information that is historically shared with the property owner is retained by the property owner.
To WHOM DO I DIRECT QUESTIONS OR CONCERNS REGARDING THIS POLICY?