Privacy Policy

INTRODUCTION

We take your privacy seriously and are committed to safeguarding your personal information at DRAGON PALACE HOTEL(which term includes all subsidiaries of DRAGON PALACE HOTEL). (“Company”, “we” or “us” or “DRAGON PALACE HOTEL”) values you as our guest, respect your privacy and are committed to protecting it through our compliance with this policy.

This policy describes the sources of your personal data that we may collect from you or that you may provide to us and our practises for collecting, using, maintaining, protecting and disclosing that information.

Please read this policy carefully to understand our policies and practises regarding your information and how we will treat it. If you do not agree with our policies and practises, your choice is not to use our platforms. By accessing or using our platforms, you agree to this privacy policy.

If you have any questions or concerns about this privacy policy or your personal information, please contact us using the details provided in Section – ‘How do you contact us?’.

WHAT INFORMATION WE COLLECT ABOUT YOU?

Personal information you give us

The information we collect on or through our platforms may include:

• Information that you provide by filling in forms. This may include information provided at the time of registering to use our Website, subscribing to our service, registering for newsletter, using the ‘contact us’ form, using the “Enquiry” forms, using the ‘WeCare’ form, using the careers portal or requesting further services, entering a contest or promotion sponsored by us, reporting a problem with our Website. The personal information that you provide us with may include your name, email address, phone number, nationality, residential address, identification proof (such as Emirates ID, or Passport), credit card details, partner issued membership ID etc
• Records and copies of your correspondence (including e-mail addresses), when you contact us.
• Information that you provide to surveys that trigger for feedback to help us improve ourselves, details of transactions you carry out through our Website and of the fulfilment of your orders. You may be required to provide financial information before placing an order or making payment through our Website.

OTHER INFORMATION WE COLLECT

There is other information we may collect that does not directly reveal your specific identity or does not directly relate to you as an individual. We may automatically collect the following information when you use our service:

• Your equipment, browsing actions and patterns collected automatically as you navigate through our websites.
• Usage details, time of requests, Browser types, operating system, IP addresses and information collected through cookies, web beacons and other tracking technologies.
• Details of your visits to our Website, including traffic data, location data, logs and other communication data and the resources that you access and use on the Website.

The information we collect automatically is statistical data. It helps us to improve our Website and to deliver a better and more personalised service by enabling us to:

• Estimate our audience size and usage patterns.
• Store information about your preferences, allowing us to customise our Website according to your individual interests.
• Speed up your searches.
• Recognise you when you return to our Website.

The technologies we use for this automatic data collection may include:

• Cookies: A cookie is a small piece of data, which includes an identifier made of letters and numbers that is sent by a web browser and stored on your computer. Cookies are used as a reliable mechanism to remember information about you, so your interaction with our website is seamlessly simple. Cookies typically do not contain any information that personally identify you, but personal information that we store about you may be linked to the information stored in and obtained from cookies.
• Flash Cookies: Certain features of our Website may use local stored objects (or Flash cookies) to collect and store information about your preferences and navigation to, from and on our Website. Flash cookies are not managed by the same browser settings as are used for browser cookies.
• Web Beacons: Pages of the Website and our e-mails may contain small electronic files known as web beacons (also referred to as clear gifs. pixel tags and single-pixel gifs) that permit the Company, for example, to count users who have visited those pages or opened an e-mail and for other related website statistics (for example, recording the popularity of certain website content and verifying system and server integrity).

We use cookies for the following purposes:

• To identify you when you visit our platforms and to help you navigate through our platforms;
• To help determine if you are logged into our platforms:
• To store information about your preferences and to personalise our platforms for you;
• To secure and protect your user account and our platforms; and
• To analyse the use and performance of our platforms.
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INFORMATION WE RECEIVE FROM OTHERS

We work closely with third parties and receive information about you from them as well. We also collect personal information from individuals who may refer you as a friend to our loyalty schemes or products or services. We ask these individuals to confirm that you are happy to hear from us.

WHAT ARE THE SOURCES OF YOUR PERSONAL DATA?

The sources of your personal data collected (collectively referred as “Platforms” in this policy) may include without limitation the following

• DRAGON PALACE HOTEL websites: These are websites we created for you that are operated by us, they include websites operated by DRAGON PALACE HOTEL under our own domains and web addresses (URLs) and our own micro-sites that are part of a third-party social media networks such as Facebook, Twitter, or Instagram.
• Emails, text messaging services, and other electronic messages: These are the electronic text-based interaction between you and DRAGON PALACE HOTEL.
• DRAGON PALACE HOTEL Customer Service: Any communication between you and our Customer Service centre (e.g. phone, chatbot, email, etc.).
• Offline registration forms: These include printed registrations, surveys, or questionnaires DRAGON PALACE HOTEL collects via registration forms, contests, events, and various promotions.
• Advertising:You might interact with one of our or our partners’ advertisements on our websites and apps and we might receive and collect this information.
• Career Portal: These includes recruitment portal across DRAGON PALACE HOTEL.
• Data we create: DRAGON PALACE HOTEL may also create data about you, such as your reservation history.
• Data from other sources: These include social media networks, market research agencies, DRAGON PALACE HOTEL promotional partners, public sources, and data received when we acquire other companies.
• Third Party Partners: Online booking web sites or agents.

This policy does not apply to information collected:

• through any other means, including any other website operated by any third party; or
• by any third party, including through any application or content (including advertising) that may link to the Website.
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WHY DO WE COLLECT AND HOW WE USE YOUR PERSONAL INFORMATION?

We use personal information for several legitimate interests, including to provide and improve our services, administer our relationship with you and our business.

To facilitate any reservation or booking requests we receive from you:

To facilitate a reservation or booking request we would need to collect and use the following personal information: name, email address, phone number, residential address, nationality, identification proof (such as Emirates ID or Passport) and credit card details. We would need to collect and use your personal information to fulfil our contractual obligations towards the service(s) requested by you (such as room booking, dining reservation, etc.).

In the event you have any special requests, we would need to collect additional personal information which may also include sensitive information. For example:

• if you require our assistance with applying for a travel visa, we would collect additional information such as photograph and passport details;
• if you would like to inform us about any food allergies, we would use and retain this information to help us tailor our cuisines to your needs and to help us remember your preferences; or
• if you require any special assistance such as accessible parking, wheelchair assistance, etc., we may collect and retain this personal information to facilitate your request and be more proactive in the future;
• We shall only collect and use your personal information (especially sensitive information) based on your explicit consent and solely for the purposes mentioned above.

To respond to any queries made by you:

We would need to collect and use the following personal information: name, email address, phone number, nationality and details of your enquiry.

In certain cases, your enquiry may relate to a specific service request, for example: requesting a copy of an invoice. For such requests, we need to use your personal information to help us respond to your request and to fulfil our contractual obligations under the requested service.

Additionally, when you call our customer service centre, we would maintain a record of the communications, including call recordings, in pursuit of our legitimate business interest to monitor and improve the quality of our guest support.

To provide you with information about DRAGON PALACE HOTEL’s services and latest offers:

It is in our legitimate business interests to send you information about DRAGON PALACE HOTEL’s services and latest offers. We use your personal information such as email ID and/ or contact number to share information relating to DRAGON PALACE HOTEL’s services and latest offers that may be of interest to you. In the event you prefer not to receive such information, you may opt-out by following the instruction provided Section – “How to opt-out?”.

To personalise the information we send you:

We may combine the information we receive and collect about you to better understand your interests and preferences so that we can provide you with an experience that is tailored to those interests and preferences. For example, we may do this by offering you use of certain facilities (such as dining, spa or lifestyle events) that you are most likely to be interested in, or sending you personalised offers, discounts or promotions by email (where you have agreed to receive our emails), or advertising content that is relevant to your interests. In the event you prefer not to receive such information, you may opt out by following the instruction provided Section – “How to opt out?”.

To request your feedback, and to respond to complaints:

Your satisfaction is our utmost priority and we proactively take necessary steps to ensure you are well satisfied with our services.

To help us respond to your feedback or complaints, we would need to collect the following personal information: name, email ID, transaction details (such as DRAGON PALACE HOTEL hotel and room type you stayed at) and your feedback/ complaints in the submission form or through a survey after a hotel stay or dining experience.

We collect and use your personal information in pursuit of our legitimate business interests to address your concerns and to take necessary steps towards continual improvement. In the event you prefer not to receive such information, you may opt out by following the instruction provided Section – “How to opt out?”.

To establish a working relationship with corporate clients:

We collect/ receive personal information about you through one of the following channels:

• When you participate in any of our sales, marketing and thought leadership events organised or hosted by DRAGON PALACE HOTEL;
• When our sales executive or business leaders visit events organised by external organisations (including the company you represent);
• We collect from our sales executives or business leaders who share a professional/ personal relationship with you; or
• We collect from publicly available information that you have shared on professional networking platforms such as LinkedIn.

We would need to collect the following personal information: name, email ID, contact number, designation, and the company you represent. We use this information for the purposes, listed below, in pursuit of our legitimate business:

• To share information relating to DRAGON PALACE HOTEL services;
• To invite you to future events, that may be of interest to you and/ or the company you represent; and
• To establish a working relationship with the company you represent.

To facilitate email campaigns carried out by our sales and marketing departments:

As part of our email campaigns, we track whenever you receive, open, click a link, or download any attachments from an e-mail you receive from DRAGON PALACE HOTEL. We will carry out automated profiling of such information to evaluate your interest in our service offerings or promotions. This processing will enable us to identify and target potential guests or business partners, tailor our marketing and provide you with relevant and timely content based on your interests, in pursuit of our legitimate business interests. In the event you prefer not to receive such information, you may opt out by following the instruction provided Section – “How to opt out?”.

To comply with legal requirements and exercise or defend legal claims:

We may need to process and retain your personal information to comply with legal requirements to which we are subject (for example in relation to health and safety). It is in our legitimate interests to process personal information for the purposes of exercising and defending legal claims. Processing personal information may also be necessary to ensure compliance with the relevant legal and regulatory obligations.

To process your payments and protect against fraudulent transactions:

We may need to process your personal information to keep your payments safe and secure and protect against fraudulent transactions. It is in our legitimate interests to process personal information to keep your payments secure and to prevent fraud. Processing personal information in this way may also be necessary to ensure compliance with the relevant legal and regulatory obligations.

To comply with any opt-out or do not disturb requests we receive from you:

We understand that you may not prefer for us to contact you with any offers, promotions or details of our products and services. In the event you opt-out, we may be required to maintain information such as name, email ID/contact number and the subscription(s) that you have opted out of to ensure compliance with your requests. Also, in the future, if you wish to hear from us, you may at any time, contact us to opt-in and we would happy to keep you posted about our latest offers, promotions and/ or details of our products and services.

HOW TO OPT OUT?

• Email:You can click on the unsubscribe link provided in the email you receive from us.
• SMS:You can follow the instruction provided in the messages you receive from us
• Contact us:You may contact us using the details provided in Section – ‘How do you contact us?’.