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Privacy Policy

Updated on 25 December 2021

What data do we collect?

How is your data collected?

What do we do with your data?

What is our policy regarding cookies?

Is your data shared?

How is your data protected?

For how long is your data kept?

Respecting your privacy has always been important to us.

With the introduction of the General Data Protection Regulations (GDPR), we have updated our privacy policy in order to openly provide you with clear and accurate information on how information collected through our website is used and protected.

Before browsing and booking on the hotel website of the Sarana Hotel & Spa, we recommend that you read the following terms and conditions of use as well as our privacy policy.

This data protection policy is part of the general conditions governing our hotel services. By accepting our terms and conditions, you expressly agree to the provisions of this policy.
If you do not agree with certain clauses of this document, we recommend that you do not continue browsing this website.

1. What data do we collect?

All data that you provide willingly to access our services, as well as your browsing data on our website.

Nature of information collected

Personal data / Definition:
Any information collected and recorded in a format that identifies you personally, either directly or indirectly as an individual.
The data that we collect includes the following:

  • Your identity (e.g. family name, first name, email, phone number with country code, passport or ID card number…).
  • Mandatory or optional personal information such as your date of birth, hobbies, interests, number and age of your children, etc…
  • Information about your credit card: number, account holder, cryptogram.
  • Your comments recorded on satisfaction questionnaires that we may send you following your stay with us, or those that you write on websites or online applications.
  • Information that we collect using cookies and other similar technology, as explained in greater detail below; we collect the mandatory information that you enter when completing the booking forms which are necessary for your reservation and without which we would not be able to provide the requested service.
  • We also collect optional information once you have agreed to supply it, thus enabling the Sarana Hotel & Spa to provide additional services. We may only collect personal data concerning adults. We collect personal data of minors only when given by a legal representative of said minors. When providing us with personal data about a minor, you are making a guarantee to the Sarana Hotel & Spa that you are an adult and have legal representative power over that minor. Any attempt of fraud may result in prosecution by the Sarana Hotel & Spa.

2. How is your data collected?

Our data is collected when you visit our website as well as that of our hotels and interact with our services, most notably when:

  • You browse our website
  • You make bookings for rooms or any other extra services on the official website of the Sarana Hotel & Spa by directly asking our staff for a specific request.
  • You book a room or any other service via an online partner hotel room referencing of the Sarana Hotel & Spa
  • You make a payment when booking or at the end of your stay at Sarana Hotel & Spa
  • You fill out a contact form from our website
  • You send an e-mail an e-mail to Sarana Hotel & Spa
  • You call us
  • You subscribe to our newsletter mailing list and to special offers
  • You join our social networks
  • You share a page or information about a special offer, either via email or using a social network
  • You share your observations / comments about your experience at the Sarana Hotel & Spa by completing the satisfaction questionnaire sent by a third-party provider
  • You leave a comment on an online review site describing your stay at the Sarana Hotel & Spa

3. What do we do with your data?

We mainly handle your data when processing your requests for information and reservations, but also to personalize our relationship with you to better satisfy your needs. Your data is also processed so that we may carry out statistical analyses.

Purpose of collecting your personal data

There are several purposes:

  • to process and respond to your requests: for example, when you call us, send us an e-mail or when you fill out a form on our website.
  • to manage your booking and other services that you have requested during your reservation
  • to manage your stay at the hotel: providing access to your rooms, recording your
  • purchases at restaurants, and other services related to needs expressed while booking, such as extra beds for children, bedding comfort options and personalized welcome gifts connected to a specific event such as a honeymoon…
  • to improve our hotel service: by considering all the comments you may leave during your stay or when completing the satisfaction questionnaires that you might receive after your stay,
  • to manage the distribution of sales and marketing campaigns, thus targeting special offers according to your preferences,
  • to establish anonymous attendance statistics and reports, as we archive your requests for bookings and stays with us,
  • to deal with claims and legal disputes: for example, to respond to any complaints you may have, to transmit any legal advice and to ensure our interests are protected,
  • to manage your requests to unsubscribe from the newsletter or from receiving commercial offers,
  • to manage your rights of withdrawal, transmission, rectification, or opposition of your personal data from our data processing,

For E-mails related to your booking and the information we send you, you are likely to receive 2 types of communication from us:

  1. E-MAILS related to your booking
    When you book your stay using our services (on our official website, by phone, or by email), or via an online booking platform partner of Sarana Hotel & Spa, to whom you have authorized to share your personal data, you are likely to receive emails from us regarding your stay.
    For example :
    To confirm your stay by email, you will receive an email prior to your arrival regarding the personalization of your stay, a welcome email and an email on departure with a satisfaction questionnaire.
    These messages that we send to you electronically, are mainly intended:
  • to provide you with access to all our services
  • to accompany you in a very personalized way before, during and after your stay.
    to meet your expectations in a very personalized way.

An unsubscribe link can be found on everything we send you, giving you the option of stopping these emails at any time.

  1. NEWSLETTERS about our news & special offers

If you wish to subscribe to receive our latest offers and special events, simply:

  • click on the “SUBSCRIBE” button on the website of Sarana Hotel & Spa and that if its hotels. You will then be asked to fill out a form with your personal data so that we may send you targeted marketing campaigns according to your interests.
  • tick the box “I wish to be registered to receive the latest news and offers”, which can be found at the 2nd step of your booking on our page entitled “DETAILS”
    This process is always optional.

If you have not undertaken this procedure, we promise to only send you emails related to your booking.
An unsubscribe link can be found on everything we send you, giving you the option of stopping these emails at any time.

4. What is our policy regarding cookies?

When you visit our website for the first time, you will be invited to read our cookies policy. Here we explain how these cookies work, for what purpose the cookies are used and what you can do to manage these cookies.

Information collected

In general, you can visit the website without telling us who you are or giving us any personal information. However, when you visit the site, our web server automatically registers certain information such as your Internet Protocol (IP) address and other information such as the name of your Internet Service Provider, your browser, your operating system, the language used, the site from which you have connected, the key words and technologies added to the navigation system available for viewing content, the pages of the site you are viewing and the order of viewing, as well as the date and duration of your visit.

What is a cookie?

Our website www.thevictoriacollection.com uses cookies. A cookie is a text file stored on your computer when you visit our site. They enable your computer to be identified during your next visit.

What do we do with these cookies?

We use cookies to analyse our website’s performance using anonymous information about your browsing (for example: page views, number of visits…). We use the “Google Analytics” analysis tool.
The cookies we use do not allow us to identify you personally and are designed to be used only by Sarana Hotel & Spa.
The collected data is stored by Sarana Hotel & Spa for a period of 6 months and will not be transferred to third parties or used for other purposes.

Can I object to my cookies being collected?

You may object to these ‘cookies’ being collected, either generally or on a case-by-case basis, simply by adjusting the parameters of your browser. Please take a look at this procedure which can be found in your browser settings.
However, we inform you that if you choose to refuse all types of cookies, some features of the site may not be accessible.
You may also opt out of cookies installed in connection with the use of Google Analytics, simply by installing the add-on provided by Google at the following address: https://tools.google.com/dlpage/gaoptout?hl=en

5. Is your data shared?

Your data is shared only with service providers with whom we have signed a partnership agreement, enabling us to ensure your booking is correctly processed and to optimize your experience when using our services.

Third party access to your personal data

In the single framework of being able to ensure your satisfaction when using our services, we are required to communicate your personal data to internal and external parties. Internal recipients concern the staff who will allow you to benefit from the hotel services that you have booked, such as:

The hotel staff who will handle requests you have made before, during or after your stay (an extra bed, a cot, a specific service in the room, booking a spa treatment or dinner, sending your invoice etc.).

Further support staff such as the sales, marketing and communication departments who manage your requests when signing up or unsubscribing to our newsletter and special offers, who send you e-mails relating to the confirmation of your stay or to bookings that you may have made on our website or via our application.

Our IT department has set up connections between our booking system and the hotel’s customer management system.

External recipients include subcontractors, service providers and banks. The transmission of information is for the sole purpose of ensuring that the The Victoria Collectionis able to meet your needs regarding the services you have requested and fully satisfy your expectations. And finally, administrative bodies or local or national judiciaries if they ask to access your personal data to the extent that the law would require.

6. How is your data protected?

The Victoria Collection undertakes to take the necessary measures to ensure data privacy and to prevent their disclosure to unauthorized third parties.

Data security and Sensitive Transactions

Sensitive transactions (bank details, etc.) are transmitted securely using encryption and authentication algorithms. These secure transactions are identifiable by the presence of a closed lock in most browsers. More specifically, it is stipulated that for payment purposes, bank details are collected and kept by our online booking engine service provider SYNXIS.

However, Sarana Hotel & Spa does not control all risks related to the usage of the internet and draws the attention of internet users to the existence of possible risks inherent in its use and its operation.

Sarana Hotel & Spa has put in place the appropriate means to preserve the encryption and security of the data you agree to communicate to us, in accordance with the applicable legal and regulatory provisions.

Video surveillance

Hotels of The Victoria Collection have placed its premises under video surveillance to ensure the safety of its customers, staff and property. Images recorded on this system are not used for personnel monitoring or scheduling purposes.

The images can be viewed, in the case of incident, by the Management and the owner of Sarana Hotel & Spa and by the police. Staff members in charge of maintaining this material may also access the images, for this sole purpose.

7. For how long is your data kept?

The personal data that you communicate to us is kept for a maximum period of 10 years, starting from the date of your last visit to our website or from the departure date of your last stay.

The personal data that you communicate to us is kept for a maximum period of 10 years, starting from the date of your last visit to our website or from the departure date of your last stay.

Regarding the hotel’s video surveillance system, images are stored for a maximum period of 1 month. In case of an incident related to the security of people and property, CCTV images can nevertheless be extracted. They are then stored on another format during the settlement of procedures related to this incident and accessible only to those authorized within this context.

In accordance with the amended French Data Processing and Civil Liberties Law of 6th January 1978, you have the right to modify, delete, oppose, and rectify any information concerning you. You may access your information by contacting the Sales & Marketing Department of Sarana Hotel & Spa by sending an e-mail on  sm@thevictoriacollection.com

In the interest of privacy and protection of your personal data, when making your request we ask you to provide a copy of an official document enabling us to identify you. Your request will then be processed as soon as possible and in accordance with the applicable texts.

For any questions, please send an email to: info@thevictoriacollection.com or a letter to the following address: Sarana Hotel & Spa, 16 Rue Ambroise Croizat, ZAC Commune Bègue, 97441 Sainte Suzanne.  We may make changes to this document at any time. Any new policy will come into effect as of the date the policy is put online. We advise you to consult it regularly.