Introduction

Shangri-La International Hotel Management Limited ("Shangri-La", "we", "us", "our") ") respects your privacy, and is committed to protecting the privacy, confidentiality and security of the personal data you provide to us or that we collect about you when you use our website www.shangri-la.com or our mobile application(s) and other online products and services ("Site"), when you contact guest services, or when you otherwise interact with us. We are aware of our responsibilities to protect your personal data, to keep it secure and comply with applicable privacy and data protection laws. For the purposes of this Privacy Policy, “personal data” shall have the meaning as given to it by applicable privacy or data protection laws.

This Privacy Policy explains our personal data practices and the choices you can make about the way your personal data is used. This Privacy Policy gives effect to our commitment to protect your personal data and serves as the guidelines to be observed by all of the hotels, resorts and properties managed and/or operated by Shangri-La or its affiliates and subsidiaries.

You will be asked to consent to the terms of this Privacy Policy when making a reservation, joining the Shangri-La Circle programme, registering for events or promotions, or otherwise corresponding with us via the Site or otherwise where required under applicable law. Subject to the requirements of applicable law, your continued use of the Site will constitute your deemed consent or acknowledgement to the terms of this Privacy Policy.

Shangri-La International Hotel Management Limited, at 28/F, Kerry Centre, 683 King’s Road, Quarry Bay, the Hong Kong Special Administrative Region of the People’s Republic of China (“Hong Kong”) is responsible for using your personal data. Our data protection officer can be contacted via [email protected].

For Thailand, Shangri-La Hotel Public Company Limited, at 89 Soi Wat Suan Plu, New Road, Bang Rak, Bangkok 10500, Telephone: +66 (0) 2236 7777 is also the data controller who is responsible for collecting, using and/or disclosing your personal data. Our data protection officer can be contacted via [email protected].

For EU residents, Shangri-La Hotels (Paris), at 10 avenue d'Iéna, Paris 75116, France will act as our EU representative office. For UK residents, Shangri-La Hotels Pte Limited at Shangri-La Hotel, at the Shard, London, 31 St Thomas Street, London SE1 9 QU, United Kingdom will act as our UK representative office. Our European and UK data protection officer can be contacted via [email protected].

Types of Personal Data We Collect

Information you provide to us: we collect personal data (including where applicable sensitive personal data) you provide directly to us. This includes:

• your full name, gender, date of birth and contact information (e.g. country of residence, physical address, email address and phone number), passport and visa information;
• guest stay information, including the hotels where you have stayed, date of arrival and departure, goods and services purchased, special requests made, your service preferences, telephone numbers dialled and email, faxes, telephone and other messages received;
• your credit card, mobile payment and other payment details;
• your membership information, account details, profile or password details and any frequent flyer or travel partner programme affiliation;
• any information necessary to fulfill special requests (for example, leisure, travel and guest preferences);
• your reviews, feedback, opinions and interactions you have with us about our hotels, resorts, Shangri-La Circle programmes and services;
• information collected through the use of closed circuit television (“CCTV”) systems and other security systems; and
• any other personal data you choose to provide to us (e.g. health data, social media information).

Information We Collect Automatically When You Use the Site: when you access or use the Site, we automatically collect personal data about you, including:

• Log Information: we may collect system log information about your use of the Site, including the type of browser you use, access times, pages viewed, your IP address and the page you visited before navigating to our Site.
• Device Information: we may collect information about the computer or mobile device you use to access our Site, including the hardware model, operating system and version, unique device identifiers (such as, IP address, IMEI number, the address of the device's wireless network interface, or mobile phone number used by the device) and mobile network information.
• Location Information: we may collect information about the location of your device each time you access or use one of our mobile applications or otherwise consent to the collection of this information. You can turn off location services for a device at any time, but this may turn off some useful features.
• Information Collected by Cookies and Other Tracking Technologies: we and our service providers use various technologies to collect information, including cookies and web beacons. Cookies are small data files stored on your hard drive or in device memory that help us improve our Site and your experience, see which areas and features of our Site are popular and count visits. Web beacons are electronic images that may be used in our services or emails and help deliver cookies, count visits and understand usage and campaign effectiveness. For more information about cookies, and how to disable them, please see our Cookies Policy.

Information We Collect From Other Sources: we may also obtain personal data from our hotels and from our third party service providers (such as information relating to the credit of guests) or via third party SDK platforms as set out in Appendix to this Privacy Policy and from public sources and combine that with information we collect through our Site where we believe that it is necessary to help manage our relationship with you.

Where you provide personal data of third parties (for example, names and contact details of your family members in connection with bookings or family memberships), you confirm that you have their consent or rely on applicable legal basis to provide their personal data to us. We recommend you show them this Privacy Policy.

How We Collect, Use and Disclose Your Personal Data

Subject to the requirements of applicable law, we may collect, use and disclose your personal data for the purposes set out below.

For the performance of our agreement with you, in order to:

• process, confirm, provide and charge for hotel arrangements, restaurant and spa reservations and our goods and services, and administer mobile (where applicable) and in person check in and check out;
• fulfill contractual obligations to you, anyone involved in the process of making your travel arrangements (e.g. travel agents, group travel organisers and your employer) and vendors (e.g. credit card companies, airline operators and other loyalty programmes);
• provide you with access to the content on our Site, and respond to your enquiries and requests for information and services; and
• administer, and disclose the winner of, contests and lucky draw competitions conducted by us or on our behalf.

For our legitimate commercial interests, in order to:

• understand how our products and services impact you, provide you with a better, more personalised level of service, and further develop our products and services, including linking or combining with information we get from others to do so;
• provide privileges, benefits and services to you, process applications for and administer membership programmes, verify and validate your ability to access and use certain products, services, facilities and information (such as Shangri-La Circle member-only information), and administer Shangri-La Circle membership, including as regards points and rewards redemption;
• monitor your use of our Site and your bookings, and conduct analysis of the use of our Site in order to operate, evaluate and improve our Site and our services, understand your preferences, display customised content to you on our Site which may be of interest to you and troubleshoot any problems;
• conduct market analysis, market research, customer satisfaction and quality assurance surveys to improve our hotels, resorts, membership programme and services; and
• manage and provide for the safety and security of guests, premises and services (including but not limited to handling any incidents, accidents or claims made by guests or customers, conducting investigations and/or audits, carrying out CCTV surveillance and conducting security clearances).

For compliance with legal obligations to which we are subject, in order to:

• meet legal and regulatory requirements and administer general record keeping;
• prevent, detect and investigate crime and analyse and manage commercial risks; and
• conduct investigations.

Use of information based on your consent:

• to facilitate direct marketing, promotional and customer management purposes, including sending you promotional communications (including without limitation emails, SMS / MMS and push notifications) or special offers if you have consented to receive the same. Please see section “Direct Marketing” below;
• to use special categories of data (e.g. health data, biometric data, disability data, sensitive data from official identification documents if any, sexual behavior, religion, race, cult, and philosophical belief) only if we have received your explicit consent thereto for such activities separately; and
• for any other purposes for which we have obtained your consent, in accordance with the requirements of applicable law.

In addition, we collect, use, and disclose your personal data for the following purposes depending on the nature of our relationship:

• If you are a guest at our hotel(s), or a guest to events organised at our hotel(s):
• providing customer service and support;
• creating and maintaining guest profiles in our system database;
• administering debt recovery and debt management; and/or
• any other purposes relating to any of the above;

 

• If you are a customer or guest at our spa, health club, restaurants or bars;
• indemnifying our hotel(s) from liability related to your use of the spa or health club or consumption of restaurant or bar food and drinks outside the restaurant or bar;
• preventing or suppressing a danger to your life, body or health, where you are incapable of giving consent by whatever reason; and/or
• any other purposes relating to any of the above.

 

• If you are an employee, officer or owner of an external service provider or vendor outsourced or prospected by Shangri-La:
• managing project tenders and quotations, processing orders or managing the supply of goods and services;
• processing payment of vendor invoices and bills;
• maintaining internal communications; and/or
• any other purposes relating to any of the above;

 

In order to register with our mobile application(s), make an online hotel reservation, enrol with the Shangri-La Circle programmes or if you make an enquiry, you must provide us with the personal data marked with an asterisk or otherwise indicated as mandatory, otherwise we may not be able to process your request or comply with our legal obligations.

In addition to the above, except in limited instances where your consent is required, we may also collect, use, and disclose your personal data on the legal basis of (i) vital interest for the prevention or suppression of danger to a person's life, body, or health; (ii) public interest for the performance of task carried out in the public interest or for exercising of official authorities or duties; and/or (iii) the necessity for an establishment and defenses of legal claims.

Disclosures of Your Personal Data

Subject to the provisions of any applicable law, we may share your personal data to the following entities and parties, for the purposes listed above (where applicable):

• between and among Shangri-La and a limited number of our affiliates as are relevant for the above purposes and to facilitate the operation of our business, but we shall only do so on a need to know basis;
• with the operator of the hotel or the hub of hotels which you book, stay or visit for the above purposes;
• with third-party payment processors, payment service providers, external banks, credit card companies, IT and marketing support service providers, insurance companies and other consultants, vendors and service providers who need access to such information to carry out work or provide services on our behalf or who help us provide the Site to you;
• vendors or third party service providers in connection with marketing promotions and services offered by Shangri-La (please also see the section below on “Direct Marketing”);
• with anyone involved in the process of making your travel arrangements (e.g. travel agents, group travel organisers, your employer, our partners, foreign embassies) in order to fulfill contractual obligations;
• with any law enforcement, courts, Government or regulatory bodies (in whatever jurisdiction), or otherwise in response to a request for information if we believe disclosure is in accordance with, or required by, any applicable law, regulation, court order or legal process;
• if we believe your actions are inconsistent with our user agreements or policies, or to protect the rights, property and safety of Shangri-La, our affiliates or others;
• any business partner, investor, assignee, or transferee (actual or prospective) in connection with, or during negotiations of, or to facilitate any business asset transactions (which may extend to any merger, sale of company assets, financing or acquisition of all or a portion of our business by another company, or any change of management of a hotel);
• with our advisors, which includes our accountants, auditors, lawyers, other professional advisors and business contacts for the purpose of assisting us to better manage, support or develop our business and comply with our legal and regulatory obligations;
• with any other party at your consent or at your direction or whom you authorise us to disclose your personal data to; and
• otherwise as permitted or required by applicable laws and regulations.

We may also disclose aggregate or de-identified data that is not personally identifiable with third parties, including our commercial and strategic partners.

Overseas Transfers of Your Personal Data

Your personal data will be transferred to, and stored at, locations in Hong Kong and Singapore and in the location of the hotel in which you make reservations, stay or visit. It will also be accessed and processed by our personnel and the personnel of our partners, affiliates and third party service providers, who operate outside of Hong Kong, Singapore and the location of the hotel in which you make reservations, stay or visit. Your personal data will only be transferred to locations outside of Hong Kong, Singapore and the location of the hotel in which you make reservations, stay or visit where we are satisfied that adequate or comparable levels of protection are in place to protect personal data held in that jurisdiction or that appropriate safeguards are put in place(including standard data protection clauses for transfer from the EU to outside the EU and for access or transfers outside of Mainland China), or other derogations as allowed by laws and (where we are required to do so) with your consent.

Direct Marketing

From time to time, we would like to use your name, email address, mobile phone number, and other relevant contact information to send you either via emails, SMS / MMS messages, telephone calls, push notifications, post, or social media (e.g. WeChat and Facebook) information that we think may be of interest to you, including about our hotels, products and services, news about our membership programme (if you become a member of Shangri-La Circle), satisfaction surveys, events, offers and promotions, but we can only do so with your consent.

We would also like to share (for gain) such data with the operator of the hotel or hub of hotels in which you stay or visit and with selected third party entities, so that they may send you information, news updates, special events, offers and promotions as regards their products and services, including travel, transportation, retail, food and beverage, hotel accommodation, credit cards, financial and investment services, real estate, entertainment, publications, fashion and jewellery, leisure and sports, health and wellness, non-profit and charitable activities, telecommunications, social networking, media and public relations, but we will not share your personal data with such third parties or use your personal data for direct marketing without your consent.

You may, in accordance with applicable law, choose not to receive marketing communications or opt-out from receiving marketing communications at any time, free of charge, by following the unsubscribe instructions contained in the marketing communications or contacting Shangri-La in accordance with the section “Your Rights and Contact Us” below. If you opt out of these communications, we may still send you non-promotional communications, such as those about your reservation or Shangri-La Circle programme members communications, unless we are prohibited from doing so by applicable laws.

Retention of Personal Data

In certain countries, the collection and retention of personal data is mandated by law. To the extent required or permitted by law, we take reasonable steps to delete, destroy, de-identify or redact personal data in a secure manner when retention is no longer necessary for legal or business purposes for which it was collected (as set out in this Privacy Policy) or when requested by you. In any event, we do not retain your personal data for longer than six (6) years, subject to local laws and regulations.

Our Commitment to Data Security

We have in place reasonable technical and organisational measures to prevent unauthorised or accidental access, processing, erasure, loss or use of your personal data and to keep your personal data confidential. These measures are subject to ongoing review and monitoring. To protect your personal data, we also require our third party service providers to take reasonable precautions to keep your personal data confidential and to prevent unauthorised or accidental access, processing, erasure, loss or use of personal data, and to act at all times in compliance with applicable data protection laws.

We cannot guarantee that our Site will function faultless and without any interruptions. We shall not be liable for damages that may result from the use of electronic means of communication, including, but not limited to, damages resulting from the failure or delay in delivery of electronic communications, interception or manipulation of electronic communications by third parties or by computer programs used for electronic communications and transmission of viruses.

We recommend that where applicable, you change your passwords often, use a combination of letters and numbers, and ensure that you use a secure browser. If applicable, you undertake to keep your username and password secure and confidential and shall not disclose or permit it to be disclosed to any unauthorised person, and to inform us as soon as reasonably practicable if you know or suspect that someone else knows your username and password or believe the confidentiality of your username and password has been lost, stolen or compromised in any way or that actual or possible unauthorised transactions have taken place. We are not liable for any damages resulting from any security breaches, on unauthorised and/or fraudulent use of your username and password.

Children, Minors, Quasi-Incompetent Persons, and Incompetent Persons

Except where required by local laws, we do not knowingly collect personal data from minors, quasi-incompetent persons, and incompetent persons. If you are a minor, quasi-incompetent persons, and incompetent persons, you may only use our Site and services with the permission of your parent, guardian, or curator.

If you are in the EU, our online services are not directed at children under the age of 13. If you believe we have collected information about a child under the age of 13, please contact us so that we may take appropriate steps to delete such information. If you are at least 13 but under the age of 16, please get the consent of your parent or legal guardian before giving us any personal data about yourself. If you are in the People’s Republic of China, our online services are not directed at children under the age of 14. If you are under the age of 14, please get the consent of your parent or legal guardian before giving us any personal data about yourself.

If you are in Thailand, our online services are not directed at children under the age of 20. If you believe we have collected information about a child under the age of 20, please contact us so that we may take appropriate steps to delete such information. If you are under the age of 20 and other legal exceptions cannot be relied on, please get the consent of your parent or legal guardian before giving us any personal data about yourself.

Third Party Sites

The Site may contain links to other websites, apps, content, services or resources on the internet which are operated by third parties. If you access other websites, apps, content, services or resources using the links provided, please be aware they may have their own privacy policy, and we do not accept any responsibility or liability for these policies or for any personal data which may be collected through these sites. Please check these policies before you submit any personal information to these sites.

Your Rights and Contact Us

Subject to applicable law, you may be entitled to access, make/ raise objection to processing, rectify, erase (including deletion of your membership account), limit the use or transfer the personal data we hold of you, exercise the right to data portability, or lodge a complaint to a competent authority. Whenever reasonably possible and required, we will strive to grant these rights within one (1) month or within a reasonable time or as required by applicable local data protection law (e.g. within 15 working days in the People’s Republic of China). You may also withdraw your consent to receiving direct marketing communications, or more generally to our processing of your personal data if based on your consent, at any time. You may also be entitled to appeal and object to important decisions which were made based solely on automated decision-making. You may in certain circumstances ask us to cancel your membership account or delete your personal data, in which case, to the extent permissible by applicable law, we will take reasonable steps to delete or de-identify your personal data. Please note that we may not be able to continue providing services to you if you entirely withdraw your consent or ask us to delete your personal data entirely, and this may also result in the termination of any agreements with Shangri-La.

If you would like us to update the data we maintain about you and your preferences, or if you wish to withdraw your consent to receiving direct marketing communications from us, please contact us by email at [email protected].

For any other requests (including deletion of your membership account), or if you have any questions or complaints about how we handle your personal data, please contact our data protection officer by email at [email protected] or by post at 28/F Kerry Centre, 683 King’s Road, Quarry Bay, Hong Kong, or other contact details as set out in the “Introduction” section above.

Changes to the Privacy Policy

We may modify this Privacy Policy from time to time. Any changes to this Privacy Policy will be posted to the Site so that you are always informed of the way we collect and use your personal data, and we encourage you to review this Privacy Policy whenever you access the Site or otherwise interact with us to stay informed about our information practices and the ways you can help protect your privacy. Updated versions of this Privacy Policy will include the date of the revision at the end of this Privacy Policy so that you are able to check when the Privacy Policy was last amended. Any changes to this Privacy Policy will become effective upon posting of the revised Privacy Policy on the Site. Use of the Site following such changes constitutes your acceptance of the revised Privacy Policy then in effect but, to the extent such changes have a material effect on your rights or obligations as regards our handling of your personal data, such changes will only apply to personal data after the changes are applied (and, where required under applicable law, we will obtain your consent to material changes to the Privacy Policy).

Miscellaneous

This Privacy Policy is governed by and shall be construed in accordance with the laws of Hong Kong.

This Privacy Policy is written in the English language and may be translated into other languages. In the event of any inconsistency between the English version and the translated version of this Privacy Policy, the English version shall prevail.

Last Updated: 1 June 2022