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 and Owners
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 Soneva have the ability to confirm prior transactions and reconcile statements or invoices.
2. To Keep Our Guests and Owners 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 Soneva and are contractually required to protect all Personal Information to which they have access. If you do not wish to receive information from Soneva Resorts and Residences you may indicate your wishes on your registration card when you stay with us, or you may unsubscribe from our communication by clicking the “unsubscribe” link in one of the email communications you have received, or you may advise one of our properties or send an e-mail to [email protected].
3. For Marketing Research
We may wish to contact Guests and Owners 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 and Owners to better understand trends and Guest and Owner expectations. When this occurs, all identifiers are removed and the aggregate information cannot be linked to any specific Guest or Owner.
4. For Remarketing
Soneva Resorts and Residences utilizes various display advertising networks, including Google Display Network, for remarketing purposes.
How is Personal Information Collected?
1. On Our 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
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 App 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, you may also wish to put in a specific “Information Request” about one of our resorts or private residences, 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 products and 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 Soneva.
2. When Making a Reservation
A. On Our Web Site
You can search for rates and availability at our hotels and resorts 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 Soneva. From this point the information is sent to the selected resort in exactly the same way as if you called us directly or if your travel agent made the reservation.
Due to the personal nature of the information you provide when making a reservation through our web site, Soneva 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.
B. Through our Central Reservations Office or Resorts
Reservations can also be made by calling one of our Central Reservation Office (“CRO”) or by contacting a particular resort directly. 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. Personal Information obtained by CRO will be sent in a secured communication to the relevant hotel. Confirmation of your reservation will be provided to you, generally by e-mail, directly from the hotel or resort.
3. During your stay at a 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 Soneva properties through the Soneva guest history database. You may advise the resort 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.
4. Regarding Private Residences
A. When Inquiring about Private Residences
If you have indicated on our web site, in a personal mailing or otherwise that you are interested in receiving information about services and promotions offered by Soneva, you may receive information about Soneva Private Residences. If you contact Soneva Private Residences to request further information about becoming an owner of one or more of our Private Residences, we will record your contact information. We will then forward this information to one or more of our Private Residences Sales Managers, who will contact you to provide you with the information that you requested.
B. When becoming a Private Residence Owner
C. As a Private Residence Owner
Once you become a Private Residence Owner, Soneva as manager of the Private Residences, will use your Personal Information to create an owner profile that is stored in our property management system. This is used to keep track of your Private Residence account and to provide you with superior service throughout your ongoing relationship with Soneva. The information recorded in your Private Residence owner profile includes your name, contact information, certain account and financial information, details about your purchase and ownership and use of other Private Residences, as well as your preferences and any special requests.
When you contact the Soneva CRO to reserve time at your Private Residence, or for any other reason relating to your Private Residence ownership, the Soneva staff who speak to you will access your owner profile on our Property Management System. The information you provide about your reservation and any additional information, requests or preferences will be recorded in the owner profile. This information will be used to assist us in booking your reservation, providing the services that you desire and to ensure we meet your needs while you are staying at your Private Residence.
D. During your stay at your Private Residence
During your stay at a Private Residence, Soneva will record information about your use of the Property and the related amenities and services offered by the Resort. Soneva will use this information for the purposes of billing, and to keep track of reservations of your Property by you and other owners. Soneva may also record any information you provide about your preferences as well as information about any issues you encountered during your stay (i.e. health issues, payment difficulties, etc.) in order to provide you with superior customer service during your stay and in our ongoing relationship with you as a Private Residence owner. We also record information about your stay 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).
In addition, we may retain the content of any document (including comment cards, electronic documents such as e-mails and other forms of similar communication) that you send us before, during or following your stay. This information may be shared with employees of the Resort.
How do we store personal information?
1. At the Resort
Each Soneva 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 Reservation System (“RS”), a platform located in a data centre in Bangkok, Thailand.
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 Soneva property, this information is sent to that resort.
We also store other transaction information in our RS, including the number of stays you have had at Soneva properties and the number of nights of each stay. This information may be available to another Soneva property when you make a reservation at that property, in order to serve you better.
3. In Our Private Residences Database
As a Private Residence Owner, your Personal Information will be stored in our property management system. This is a secure database stored in a server located in a data centre in Bangkok, Thailand.
The stored information includes your name, contact information, credit card number, information relating to your Private Residence ownership and amenities, information relating to your stays at your Private Residence and other services offered at that Property, historical billing records and any information you may provide about your particular preferences.
4. In Our Marketing Database
Soneva maintains a database of Guest and Owner information which is used for marketing, promotion and research purposes. Guests and Owners will only receive such information if they have provided permission on their Resort registration form, on the Soneva 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?
When you log-in to complete or modify a Booking Profile or a Reservation, 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.
What information may be exchanged between properties?
Information is shared between certified data privacy personnel at individual Soneva resorts 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 Soneva properties.
What Personal Information may be provided to third parties?
We will only share Personal Information about you outside Soneva 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. local transfer); (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 Soneva Resorts and Residences 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. You may make a request to the property where you stayed or to the [email protected] as set out below.
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.
Soneva 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:
For resort Guests and Private Residence Owners, contacting our Relationship Manager:
via e-mail at [email protected]
via fax at +66 (0) 2631 9699
via letter – Attention: Relationship Manager
Soneva Resorts, Residences & Spas
19/F Two Pacific Place, 142 Sukhumvit Rd., Bangkok 10110, Thailand
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 Soneva 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?
What laws apply to this policy?
To whom do I direct questions or concerns regarding this policy?
Soneva Resorts, Residences & Spas
19/F Two Pacific Place, 142 Sukhumvit Rd., Bangkok 10110, Thailand
Or email to [email protected]