18 travnja 2017

Privacy policy

All the visitors of our website and all our customers in general, including you, deserve our maximum discretion and liability in the process of managing their personal data. Therefore Arena Hospitality Group d.d. commits to protect your personal information in order to build a trustful and open communication that justifies our customers’ confidence.

We suggest you retain a copy of the Privacy Policy, along with any documents referenced herein, for your records and check back often for updates. We reserve the right to modify this Privacy Policy at any time.

We at Arena Hospitality Group (hereinafter: “Company”, “we”, “our”, “us”) are dedicated to protecting the privacy of our customers, employees, suppliers, visitors of our web sites as well as of all users of the services provided by us (hereinafter: “you”, “your”). Please read carefully the following privacy policy (hereinafter: “Privacy Policy”) we provide you with in order to explain how we process personal data.

By completing a guest registration card, signing up to receive emails from us, or by providing us with personal data while visiting our hotels or our website you are consenting to the practices described in this Privacy Policy. If you do not agree to all of the terms contained in this Privacy Policy or you do not have the capacity to agree to the terms of this Privacy Policy, please do  not share personal data with us. .

ABOUT US

Arena Hospitality Group d.d. for tourism and hospitality is joint stock company with headquarter in Pula, Smareglina ulica 3,  Republic of Croatia and operates under the legislation of the Republic of Croatia and the EU acquis communautaire.

Company (directly or through its associated companies) operates and develops full-service hotels and self-catering holiday apartment resorts in the upscale, upper upscale and lifestyle market classes. The Company’s hotels and resorts are located in exclusive destinations in Croatia and in major business and regional centers in Germany and Hungary. The Company also co-owns and operates campsites on the southern coast of the Istrian peninsula in Croatia. Most of the Company’s hotels and one resort operate under the Park Plaza® and art’otel® brands.The Company has an ownership or operational interest in 15 hotels and four resorts, including hotel rooms, suites and apartments, and eight campsites, including pitches, mobile homes, rentals and apartments.

Park Plaza Hotels Europe B.V., a company registered at Viñoly Tower, 5th Floor, Claude Debussylaan 14, 1082 MD Amsterdam, The Netherlands  (hereinafter referred to as: “PPHE”), a member of the PPHE Hotel Group, is the master sub-franchisee of the Park Plaza brand with Carlson Hotels, in among others, Croatia, and is a long-term business partner of Arenat Hospitality Group. Arena Hospitality Group d.d. has entrusted certain personal data processing activities with PPHE and guarantees appropriate personal data protection measures in accordance with the Personal Data Protection Act. 

WHAT COVERS THIS POLICY

Arena Hospitality Group d.d. is committed to protecting the personal data collected by complying with the basic data protection principles, primarily by acting in accordance with the EU legislation (Directive 95/46/EC of 24.10.1995, CELEX 31995L0046), Croatian laws (Personal Data Protection Act) and the provisions set forth in this privacy policy (“Privacy Policy”).

This Privacy Policy (together with our Terms and Conditions and any other documents referred to herein) sets out the basis on which any personal data will be processed by us.Updates to this Privacy Policy are effective upon our publishing them on this website (http://www.arenahospitalitygroup.com/) and where appropriate by notifying you through email. Please refer back to this Privacy Policy frequently for updates.

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Pursuant to the “Ordinance on the form, contents and keeping of guest books and guest lists” and “Ordinance on the keeping of tourist lists and on the form and contents of the registration form to be sent to the tourist association”, Arena Hospitality Group d.d. , as a registered database controller, is obliged to collect, securely store and keep your data (name and surname, gender, date, place and country of birth, nationality, identification document number, date and place of its issue, address, arrival and departure dates) for at least two years from the date on which they are collected.

We, or our associated companies, may be required by law to maintain your personal data for an extended period. We will do so in compliance with applicable laws and will use and process all personal data only in as much as required to carry out legitimate business purposes as set forth herein. We will secure and maintain your personal data to the standard required of us by law.

We note that additional privacy policies may also apply in certain circumstances, e.g. where you have agreed to Guest terms and conditions, the Club Carlson terms and conditions, through use of our hotel wifi, upon employment, or where you have entered into another contract with us. Any additional consent you provide through other channels will apply.

For Park Plaza® Hotels & Resorts, certain transactional services require interaction with Carlson Hotels’ websites or PPHE websites; such services include making reservations, bookings, cancellations or other changes or opting in to join or make use of loyalty programmes membership.

Our Park Plaza branded hotels participate in the loyalty programme "Club Carlson" operated and owned by Carlson Hotels for which programme Carlson Hotels are solely responsible including any privacy issues relating to it (for Club Carlson privacy policy, please see www.clubcarlson.com).

Please note that when you provide personal information directly to, or by opting in to share certain personal data with, Park Plaza, PPHE and Carlson Hotels, you are agreeing that their respective privacy policy applies to the personal data you supply. The respective privacy policy for Park Plaza® Hotels & Resorts can be found at: https://www.parkplaza.com/section/privacy.home/privacy.sidemenus, or http://www.pphe.com/site-services/privacy-policy for PPHE.

PERSONAL DATA

We process information about our past, current and prospective guests, employees, customers, suppliers, franchisees, third-party hotel owners, partners, shareholders and other individuals with whom we communicate. We process this data only in as much as necessary to provide you with the services you have requested or agreed to receive and to comply with our legal obligations. Such data often includes “personal data” and in some cases “sensitive personal data.” 

The personal data and sensitive personal data we process are subject to certain legal safeguards and restrictions, such as those specified in the EU Directive 95/46/EC of 24.10.1995, (CELEX 31995L0046), Croatian laws (Personal Data Protection Act) and various regulations in the other jurisdictions in which we operate (collectively, the “Regulations”). 

The data we collect and process is protected by the appropriate technical, professional and organisational personal data protection measures.

Pursuant to the Personal Data Protection Act, “personal data” means any information relating to an identified or identifiable natural person, an identifiable person representing a person whose identity may be ascertained directly or indirectly, in particular by reference to an identification number or to other factors specific to his or her physical, psychological, mental, economic, cultural or social identity.

This Privacy Policy broadly uses the term “process” to mean the collection, storage, maintenance, use, deletion or processing of your personal data.

WHY WE COLLECT DATA FROM YOU

The personal data we process is necessary for the provision of services, correspondence about offers and promotions and to enable us to carry out legitimate business obligations and our legal obligations (as specified more clearly below). Our legal obligations include those  related to our catering activities (Hospitality and Catering Industry Act, Foreigners Act, Sojourn Tax Act, Ordinance on the form, contents and keeping of guest books and guest lists, Ordinance on the keeping of tourist lists and on the form and contents of the registration form to be sent to the tourist association). We collect your personal data only to the extent necessary for the required purpose and for a period to fulfill the required purpose.

DATA WE MAY COLLECT FROM YOU

Our website, registration cards, third party vendors providing booking and support services allow you to communicate with us on a range of topics.

By completing a guest registration card, signing up to receive emails from us, or by providing us with personal data while visiting our hotels or using our website, you expressly consent to us processing your information for the purposes for which this information is collected and contacting you by SMS, email, telephone or any other electronic means. You may withdraw your consent or update or correct your information at any time by contacting us as described below.

We may collect and process the following data about you: 
A. Data you give us. 
    You may give us personal data about you by:

  1.  filling-in a registration form at check-in, or upon check-out; 
  2. providing payment in our restaurants, bars, hotels and leisure facilities;  
  3. in the process of making a booking, an inquiry, completing a survey, or participating in a prize draw or promotion;
  4. corresponding with us by phone, e-mail, social media, fax or other means;
  5. providing post-stay surveys, feedback or guest review information regarding your stay or experience of our services and products;
  6. registering for a loyalty programme offered to our guests and prospective guests; and
  7. linking a social media or loyalty club accounts.

B. Data we receive from other sources. 
We may receive information about you if you use any of the other websites we operate, other services offered by us or by our partners and affiliates.

In this case you will have been informed when the data was collected that it may be shared internally and combined with data collected on this website.

We are also working closely with third parties (including, for example, travel agents and booking services, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies, among others) and may receive information about you from them.

C. Data we collect about you. 
With regard to each of your visits to our site we may automatically collect the following information:

  1. Technical data 
    Including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform, etc.;
  2. Data about your website visit 
    Including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.
  3. Data about your use of our marketing emails
    Our e-mails may contain single, campaign unique “web beacon pixel” to tell us whether our e-mails are opened and verify any clicks through from links or advertisements within the e-mail. We may use this information for purposes including determining which of our e-mails are more interesting to users, to query whether users who do not open our e- mails wish to continue receiving them. 
  1. Anonymised data
    Whenever you visit our web site, we automatically obtain some information about your computer. 
    We will, for example, obtain your IP address, information regarding your web browser software, such as Firefox, Safari or Internet Explorer. we may store information about your preferences, compile anonymous statistics about the manner in which our websites are accessed and used, assisting you to retrieve stored information you have provided, recognise you when you return to our website and the referral web page. For information on cookies and the collection of anonymized data please see our Cookie Policy http://www.arenahospitalitygroup.com/en/cookie-policy
  2. The information you give us and information we may receive from other sources may include: your name, address, e-mail address and phone number and financial and bank account/debit/credit card information, information included in any identification document you provide, your travel history, amounts spent on services at our hospitality outlets, your gender, room preferences or other special requests, pre-arrival transportation, airline frequent flyer or customer loyalty information, nationality and residence, event details, and any additional information you provide us. 

We use the information you give us and the information we receive from other sources to:

  1. carry out our obligations under any contracts, such as bookings and reservations, between you and us;
  2. provide you with information where you have enquired;
  3. communicate with you about your loyalty account or booking with us and to personalise your experience of our website, your stay or a service we are providing you;
  4. provide pre-arrival information, reservation confirmation and electronic receipts/invoices;
  5. provide post-stay communications to improve our service, offers and website;
  6. provide services to you before, during or after your stay; and to
  7. respond to your enquiry.

Information about a travelling companion: When booking on behalf of another person, we will ask for personal data pertaining to that person, since their data may only be reviewed or changed through your account. When providing the personal data of your travelling companions, you warrant and agree that you have obtained, on our behalf, a prior approval of that travelling companion as regards the use of their data in accordance with this Privacy Policy.

Registering and using a Club Carlson account: Certain of our hotels participate in the Carlson Inc owned Club Carlson programme (“Club Carlson”). Enrolment in Club Carlson is voluntary, and subject to you meeting the Club Carlson eligibility criteria and agreeing to the Club Carlson Terms and Conditions. If your membership application is successful, we may, in accordance with the Club Carlson Terms and Conditions, access, review and update your personal information.

Data collected for employment purposes: we may collect personal information in order to consider and process any enquiries or applications regarding job vacancies.

Sensitive Data: Please note in some instances we may collect or be provided with personal information which is sensitive, such as your: nationality (as recorded on your passport or identification card); membership in a political, professional or trade association (where this relates to a group booking or event with which you are associated during any stay at a hotel, mobile home, accommodation units or any of our campsites); and health and/or medical information (where this relates to your preferences, special requests or needs).

Third party websites:  Our website may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that they have their own privacy policies and we do not accept any responsibility or liability for these policies. Please check these policies before you provide any personal information using these websites.

Information about children: We collect information about children in line with Croatian Personal Data Protection Act and apply al legal measures required by special laws in this matter.

Limited and specific use: Company will not collect or process any more data than necessary to fulfil the purposes mentioned above. Internally, a limited number of persons from our marketing, business development and customer loyalty divisions are likely to access your information to process it in accordance with this Privacy Policy and in compliance with European regulations, notably the European Directive 95/49/EC on the protection of individuals with regard to the processing of personal data.

DISCLOSURE OF YOUR INFORMATION FOR LEGITIMATE PURPOSES 
We may share your personal data insomuch as required for our compliance with our legal obligations and to comply with laws and regulations imposed upon us.  
We may share your personal data with other parties where we have obtained your consent or, without your consent where required to fulfill our obligations to you. Under such circumstance your data may be shared with Carlson Hotels and PPHE or other associated companies (including, without limitation, franchisees and managed hotels and hotels operating with a common licensor), and selected third parties including:

  1. business partners, and any other service providers and contractors in order to comply with any legal obligations (whether under a contract with them or you) and/or provide any service and products to you. Advertisers and advertising networks to whom we provide information in aggregate demographic and statistical form only (from which you cannot be identified as an individual) for marketing and statistical purposes;
  2. third party suppliers as necessary to operate features on our website, through social media channels or facilitate the delivery of any products and services purchased through our website, at our properties or otherwise;
  3. third party vendors who provide services or functions on our behalf (such as payment processing services) in order to facilitate bookings and purchase products or services on our website, at our properties or otherwise;
  4. third parties where necessary to enable us to protect your life or bodily integrity and you are not in the position to consent to the same;
  5. a third party where Arena Hospitality Group d.d. (or a part thereof or member of its group) is sold to a third party or undergoes a re-organisation, you agree that any of your personal information which it holds may be transferred to that re-organised entity or third party and used for the same purposes;
  6. a third party where you have already published the same information; and
  7. a third party where you have consented for us to share your personal data. 

YOUR RIGHTS

We will take reasonable steps to ensure the accuracy and completeness of any personal information we hold about you.

You may request access to, or the correction of, or deleting of your personal data we hold by contacting us at privacy@arenaturist.hr or by written request to the following address: Arena Hospitality Group d.d., Smareglina 3, 52 100 Pula, Croatia.

If you have previously opted into a communication or marketing preference, through the booking or registration process, or otherwise, those preferences will continue to apply unless you wish to opt-out. 
You may opt-out by following the link contained in the footer of all marketing emails sent from US or by notifying us with your email address, complete name and request to be removed from marketing communications via:

  • email at privacy@arenaturist.hr, with the subject line “interruption of offers“;
  • in person by informing a hotel receptionist;
  • by prepaid post to Arena Hospitality Group d.d., Smareglina 3, 52 100 Pula, Hrvatska, Croatia.
    Please note that opting-out of one type of marketing communication will not necessarily result in opting-out of all types of marketing communication nor will it  prevent us communiciating with you regarding a transaction or as necessary to comply with our legal or contractual obligations.

Please note that opting-out of our database will not result in opting out of any communication by Carlson Hotels (including a Club Carlson communication) and/or PPHE. Personal data processed by either PPHE or Carlson Hotels is subject to their respective privacy policies and terms and conditions.  respective privacy policies.

TRANSMISSION OF PERSONAL DATA

We hereby declare that we will not transmit your data to third parties without your consent, except in the manner provided for by Croatian Personal Data Protection Act  and this Privacy Policy.

Due to the global nature of our hospitality business, personal data we collect from you may be transferred, processed and stored overseas including (where applicable) outside the jurisdiction where the personal data is collected. In some cases, as necessary for the operation of our business we transfer data to the United States.

Where it is necessary to transmit personal data outside the territory in which the EU law applies, for example to the United States, Arena Hospitality Group d.d. has taken all the appropriate measures to ensure their protection in accordance with the regulation on international transmission of personal data.

Unfortunately, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of your information transmitted to our website and any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

We hereby inform you that we may transmit data collected from guests or potential guests in Park Plaza® Hotels & Resorts branded properties by sending queries, booking at the reception, booking via the webpages of Arena Hospitality Group d.d. or PPHE or other associated companies. If personal data is transmitted to Carlson Hotels or PPHE as mentioned above, the data transmitted shall be as required to fulfil a particular purpose.

By submitting your personal information, you agree to this transfer, storage and/or processing.

DATA CONFIDENTIALITY

Any personal data that we collect from you remain confidential, except in case you wish to disclose them voluntarily. We hereby declare that we will not disclose the data we receive from you to any other parties, except in the cases referred to in this Privacy Policy.

SECURITY MEASURES

Arena Hospitality Group d.d. recognises the importance of data protection, and continuously controls and encourages the improvement of technical, professional and organisational security measures and procedures. All webpages and servers operated under the control of Arena Hospitality Group d.d. are equipped with strict security measures intended to protect your personal data from unlawful destruction or accidental loss, misuse, alteration, unauthorised disclosure or access and all other unlawful forms of processing. The website owner is not liable for personal data lost in transmission to the website.

Only authorised employees of Arena Hospitality Group d.d. and trusted third parties whose use of personal data is necessary to carry out the business interests as noted above have access to personal data. We use standard encryption procedures to submit sensitive personal data and payment information. Additionally, we employ firewalls and unauthorised access detection systems.

Arena Hospitality Group d.d. shall not be responsible for any failures to protect your data arising out of an act of God which could not have been prevented by commercially reasonable means. Arena Hospitality Group d.d. guarantees that the error will be removed, if possible, without delay.