What is Personal Information

The Company takes the protection of its Customers’ privacy extremely seriously and with the utmost respect. The collection of customers’ personal information is intended to meet their needs and facilitate booking requests. Personal information is defined as any information collected about the customer as an individual, such as their name, address, age, gender, image, email address, telephone number, credit card details, preferences and specific requests before, during and after their stay, including digital correspondence. This data will only be collected with the Customer’s prior consent and processed in compliance with European Union legislation under the General Data Protection Regulation.

 

Why it is collected

To provide a high-quality service to the Customer – Personal information is collected so that the Accommodation can process the desired bookings and provide the requested services.

Retaining this data enables the Accommodation to improve the service provided to the Customer each time they return for a stay. By keeping certain personal information relating to the stay on file, such as details of the Customer’s history and itemised lists of expenditure, both the Customer and the Accommodation are able to verify previous transactions and cross-check statements or invoices. It also helps to keep the Guest informed – any personal information provided may be used to send newsletters containing the latest news and to inform the Guest of promotions, offers or other matters that may be of interest to them. To this end, personal information may be shared with third parties, including customer relationship management companies and/or marketing or communications firms.

These companies are contractually bound to the Company and are therefore obliged to protect all Customer information to which they may have access. Should the Customer not wish to receive information about the Accommodation, they may indicate this on the registration form at the time of their stay or inform the Accommodation via email: geral@primesilvercoast.pt.​

 

How Data is Collected

On the Accommodation’s website – When a Customer visits the Accommodation’s website, they are assigned a ‘cookie’ (see Cookies Policy), and an ID number is assigned to their computer. Although the Customer remains anonymous until they enter their personal details on the website (at the time of booking), the ID number enables the Accommodation to record the session, with the aim of assisting the Customer by providing a more personalised service. It is also used to find information that may be of particular interest to the Customer. Whilst browsing the website, the Customer also provides information, such as the types of topics they visit most frequently, which do not reveal their personal identity. Should the Customer ‘Ask a Question’ about a specific topic, such as a request for information about horse riding, they will be asked to provide certain personal details, such as their name, email address and telephone number. This data will only be used for the specified purpose. By providing their personal data, the Customer acknowledges and accepts the terms and conditions set out in this Privacy Policy. If the Customer wishes to be included on a mailing list or to receive further information, they may send their email address to the Accommodation for this purpose. The Customer may also subscribe to the aforementioned newsletter via the Accommodation’s website. These mailing lists are used solely for internal purposes – the Company does not sell or rent these lists to any other entity – and the decision as to whether or not to be included on them rests entirely with the Customer.​

 

When Making a Booking

When making a booking on the Accommodation’s website, you will be asked to complete a booking profile, which will include personal information such as your name, address, contact details, information about children (for example, name, date of birth, age), as well as certain guarantee and deposit details to secure the booking, such as your credit card number. By providing their personal data, the Customer acknowledges and accepts the terms and conditions set out in this Privacy Policy. Due to the personal nature of this information, the booking system is secure, protecting the Customer’s credit card number using SSL (Secure Socket Layer) encryption technology and transmitting it over a private network. The Guest may also make a booking by contacting the Accommodation directly, at which point they may be asked for personal details such as their name, address, contact details, payment method and preferences regarding rooms or special requests.

 

During the Stay

During the stay, the Accommodation keeps a detailed record of the Guest’s expenditure in order to correctly settle their bill, which includes the room rate and other charges attributed to it. This information is also recorded so that the Company can comply with financial reporting requirements, including those required by auditors and regulatory bodies. Certain information may also be collected as required by local legislation (for example, passport number), or specific details regarding the stay may be retained (for example, the Guest’s health issues, special requests, service issues). This information is stored in the Property Management System at the Accommodation and is linked to details of previous visits. In addition, the content of any document (including letters, feedback cards, electronic documents such as emails or other similar forms of communication) that the Guest has sent before, during or after their stay may be retained. This information may be shared with the Accommodation’s staff. As part of the preparations for the stay, a photograph of the Guest may be collected from publicly available sources so that the Accommodation can recognise them, with the sole aim of providing a superior service to the Guest.

 

How We Store It

The Accommodation stores personal information in a secure location, whether in a database or a file. Furthermore, measures are taken to ensure that only authorised personnel have access to this information. To enable the Accommodation to provide a better and more personalised service to the Customer, the Customer’s profile is stored on RoomRacoon, the central platform that manages bookings. Other transaction details are also stored, including, for example, the number of stays and the number of nights for each stay.

 

What May Be Disclosed to Third Parties

The Accommodation reserves the right to disclose Customers’ personal information to agents, subcontractors or third-party service providers whilst they are providing services to the Accommodation itself, in order to respond more effectively to the Customer’s needs. To this end, it enters into contractual or other agreements to ensure that such parties protect the personal information in question in accordance with the principles set out in this Privacy Policy. The Customer’s personal information will only be shared outside the Accommodation without their consent in the following situations: a) where this is required or authorised by law (for example, in response to a civil summons); b) where this is necessary to provide services requested by the Customer, in which case their consent will be deemed to have been given (for example, car hire); (c) where payment for the stay has been made by a third party (billing information will be provided to the third-party payer). Should the Accommodation suspect that any illegal activity has taken place, it reserves the right to investigate and/or report its findings or suspicions to the police or other relevant law enforcement agency.

 

Retention Period

Personal data will be retained for the minimum period required by law in the jurisdiction where the Accommodation is located (5 years). It may be retained indefinitely by the Accommodation for as long as there is a legitimate business purpose for doing so. Periodically, and after a number of years during which the Customer has not stayed at the Accommodation, it may be deleted.

 

Access, Amendment and Deletion

The Guest may access, correct, add to, update or delete their personal data by contacting the Accommodation via email at: geral@primesilvercoast.pt. The Accommodation may request a copy of a valid identification document to protect the Guest’s privacy and confirm their identity before making any changes.

 

Asking Questions

Should the Customer wish to contact the Accommodation with any questions regarding this Privacy Policy, they should do so by emailing: geral@primesilvercoast.pt.