Our Group (“Dusit Hotels and Resorts“, “we“, “our“, “ours” and “us“) takes the issue of safeguarding your privacy seriously.
what data or information we collect from guests, customers, villa owners, residence owners, lessors, lessees, tenants, vendors, suppliers, including prospective or potential ones, and you as well as visitors to dusit.com, affiliate and/or third party websites and DusitApp (“Guest”, “you”, “your” and “yours”)
the way in which Dusit International uses this data or information to better serve the needs of our Guests
The term “Personal Information” refers to information about you as an individual, such as your name, address, age, gender, image and credit card information.
Why is Personal Information Collected?
1. To Provide Superior Customer Service to our Guests and Owners
Your 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. Our goal is to provide you with superior customer service, whether you stay with us once or many times. By keeping certain stay-related Personal Information on file, such as information regarding guest history and itemized spending, Guests have the ability to confirm prior transactions and reconcile statements or invoices.
2. To Keep Our Guests Informed
We may use the Personal Information you provide and that we collect from our business partners 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 Dusit Hotels and Resorts and are contractually required to protect all Personal Information to which they have access. If you do not wish to receive information from Dusit Hotels and Resorts, you may indicate your wishes on your registration card when you stay with us or you may advise one of our properties or send an e-mail to: DP@dusit.com
3. For Marketing Research
Finally, we may wish to contact Guests 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 to better understand trends and Guest expectations. When this occurs, all identifiers are removed and the aggregate information cannot be linked to any specific Guest.
How is Personal Information Collected?
1. On dusit.com and DusitApp
A. Initially Upon Contact With dusit.com
Once you have visited dusit.com and accepted our cookie, an ID number is automatically assigned to your computer or mobile device whenever you visit dusit.com. Despite the fact that you remain anonymous until you enter Personal Information on the website, the ID number allows us to log your session, so that we may better assist you should you need individualized service or support. Once you enter Personal Information on the website, 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 dusit.comand DusitApp
While in the process of browsing dusit.com, 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 DusitApp 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 dusit.com and DusitApp, you may also wish to put in a specific “Information Request” about one of our hotels, resorts or residential properties, or you may wish to participate in one of our online 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 Dusit Hotels and Resorts.
C. Making a Purchase on dusit.com
When making a purchase, such as a gift card, you will be asked to complete a form that includes your contact information and payment information. The form is secure. When the form is complete, your credit card number will be verified using a checking sequence, and once this is confirmed we authorize payment for the amount shown on your order form. Once your transaction is confirmed you will see a ‘Thank You’ screen, and if you requested an e-mail confirmation it will be sent within a few moments. Again, due to the personal nature of the information you provide when making a purchase through dusit.com, the form is secure, such that your credit card number is protected with encryption technology. Purchasing transactions are assisted by third party processors who are required by contract with us to protect the privacy of your Personal Information.
We retain a log file of transactions at dusit.com, excluding your credit card information, connected to your ID number. We will then use that information to assist in any inquiries about your transaction.
We also occasionally combine information from a number of web visitors in a way that does not identify any user, in order to identify user patterns.
2. When Making a Reservation
A.On dusit.com and DusitApp
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 Dusit Hotels and Resorts. From this point the information is sent to the selected property 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 dusit.com or DusitApp, Dusit Hotels and Resorts employs encryption technology to keep your data secure. We also retain a copy of the reservation profile on dusit.com, excluding the credit card number connected to your ID number. We will then use that information to create a log in dusit.com 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 Hotel’s Central Reservation Offices
Reservations can also be made by contacting a particular hotel or resort reservation office directly or by calling our Central Reservation Office. 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 will be sent in a secured communication to the relevant hotel or resort. 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 Hotel or 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 or resort where you stayed and is combined with information from previous visits that you have made to that hotel or resort. Certain information regarding your service preferences is also stored centrally by us and may be made available to other Dusit Hotels and Resorts through our guest database. You may advise the hotel or 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 or resort and with Dusit Hotels and Resorts. Finally, in preparation for your stay, we may collect your photograph from publicly available sources so that we can recognize you in order to provide you with superior customer service.
4. Regarding Residence Ownership
A. When Inquiring about Residence Ownership
If you have indicated on dusit.com, personal mailings or otherwise that you are interested in receiving information about services and promotions offered by Dusit Hotels and Resorts, you may receive information about Dusit Branded Residences. If you contact Dusit Hotels and Resorts to request further information about becoming an owner at one of Dusit Branded Residences, we will record your contact information. At your request, the Personal Information you have provided is forwarded to the third party developer of the Dusit Branded Residences (or its authorized agent), who will contact you to provide you with the information you requested.
B. As a Residence Owner
Once you become a Residence owner, Dusit Hotels and Resorts as manager of the Residences will use your Personal Information to create an owner profile that is stored in Dusit Hotels and Resorts’ property management systems. This is used to keep track of your account and to provide you with superior service throughout your ongoing relationship with Dusit Hotels and Resorts. The information recorded in your Residence owner profile includes your name, contact information, credit card number, details about your ownership and use of your Residence, as well as your preferences and any special requests.
C. During your stay at your Residence
When you stay at your Residence, Dusit Hotels and Resorts as manager of the Residences, will record information about your use of the amenities and services offered by Dusit Hotels and Resorts (if applicable). Dusit Hotels and Resorts and/or respective Dusit Hotels and Resorts’ property will use this information for the purposes of billing. Dusit Hotels and Resorts 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 Residence owner. We also record information about your stay to comply with financial reporting requirements, including those imposed by our 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 to us. This information may be shared with employees of the Residences or with Dusit Hotels and Resorts. Finally, in preparation for your stay, we may collect your photograph from publicly available sources so that we can recognize you in order to provide you with superior customer service.
How do we store Personal Information?
Your Personal Information may be stored, used and transferred for processing in all jurisdictions where it is necessary, or if it is required under local laws, your Personal Information may be accessed by the courts, law enforcement and national security authorities with or without notice to you.
1. At the Hotel or Resort
Each of Dusit Hotels and Resorts stores Personal Information in a secure location, be it a database or filing cabinet. Furthermore, we take steps to ensure that only designated individuals have access to the Personal Information. Dusit Hotels and Resorts, as manager of all properties within the group of Dusit Hotels and Resorts, may use your Personal Information to create a guest profile that is stored in our property management systems. The stored guest profile information may include guest name, address, phone numbers, e-mail and credit card number. The guest profile may also include certain information regarding your service preferences.
2. In Central Reservation System
In order to serve you better we also store your guest profile in Central Reservation System (“CRS”), a platform located in a data center in Thailand. When you make a reservation directly to each of Dusit Hotels and Resorts, this information is available at / to that hotel or resort.
We store other transaction information in CRS, including the number of stays you have had at Dusit Hotels and Resorts including the number of nights of each stay. This information is available at / to each of Dusit Hotels and Resorts when you make a reservation at that hotel or resort in order to serve you better.
3. In Residence Owner Property Management Systems
Personal Information related to your being a Residence owner will be stored at respective Dusit Hotels and Resorts in its property management system as well as in CRS and other secure databases.
The stored information includes your name, contact information, credit card number, information relating to your Residence ownership and amenities, information relating to your stays at your Residence, and other services offered at that Residence, historical billing records, and any information you may provide about your particular preferences.
4.In Marketing Databases
Dusit Hotels and Resorts maintains databases of Guest information which are used for marketing, promotional and research purposes. Guests will only receive such information if they have provided permission on their registration cards, on dusit.com, on DusitApp, or in some other form. Any information sent provides a clear notice of how to discontinue receiving promotional materials.
What information is not secure?
We endeavor to protect the privacy of your account and other Personal Information that we hold in our records, but unfortunately, we cannot guarantee complete security. Unauthorized entry or use, hardware or software failure, and other factors, may compromise the security of user information. Also, while we endeavor to put adequate contractual protections in place we cannot guarantee the security of any Personal Information in databases hosted by third parties.
When you log-in to complete or modify a Booking Profile,or Guest Service Profile, 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 website). 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.
If I have created a Guest Profile, how is my Personal Information treated?
If you are invited and elect to create a Guest Profile on dusit.com or DusitApp, you will be asked to furnish specific Personal Information. You will also be asked to provide a password for use each time you log-in. Once you have created a Guest Profile, we may add online session data to your Guest Profile on subsequent visits to our website. When you provide information, including revised information to your Guest Profile, we may use the information you provide to update other databases maintained by us.
What information may be exchanged between Dusit Hotels and Resorts?
Information is shared between Dusit Hotels and 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 Dusit Hotels and Resorts.
What Personal Information may be provided to third parties?
Personal Information is shared with third party developers of the Dusit Branded Residences (or the authorized agents). The particular developer’s website can be consulted for the developer’s policy on the collection, storage and use of such information.
We will only share Personal Information about you outside Dusit Hotels and Resorts 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. car rental); (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 any of Dusit Hotels and Resorts.
If Dusit Hotels and Resorts 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 / revise my Personal Information?
You may request to access / revise to your Personal Information held by us by taking the following steps:
Step 2: Eenter your membership no. or email address as your ID and password registered with the Dusit Gold Programme
Step 3: The system will take you to access your Personal Information held by us, This will take a few moments Step 4: Once accessed, you may revise and update your Personal Information and address, and choose to opt-in or opt out of your Newsletter subscription
Step 5: You can contact our Dusit Gold Service Centre via email at CS@dusit.com
Mark as “Personal Information Request” together with your first name and last name and contactable telephone number
Step 2: Wait for our staff to contact you. This may take a few days
Step 3: To identify you as the owner of the Personal Information requested
– our staff will require you to produce some form of photo identification (e.g. a copy of a government-issued identification with signature, a passport or a driver’s license), home or business addresses, phone numbers and information of your stay with Dusit Hotels and Resorts). You will also be asked to sign a request form.
If you are a Residence owner:
Please follow the above steps for Hotel Guest. However, we cannot assure that your Personal Information held by us is the same or different from that stored or held by third party developers of the Dusit Branded Residences (or the authorized agents).
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.
Dusit Hotels and Resorts reserves the right to decline access to your Personal Information under certain circumstances. If your Personal Information is not disclosed to you, you will be provided with the reasons for this non-disclosure.
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 Dusit Hotels and Resorts holding the information. It may be stored indefinitely by Dusit Hotels and Resorts 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?
How Is Personal Information affected by business transfers?
Dusit Hotels and Resorts manages the properties within the group of Dusit Hotels and Resorts including Residences on behalf of third party owners. Personal Information and/or other information required for the business transaction between the Guest and each of Dusit Hotels and Resorts including Residences may be shared with the third party owners, but all Personal Information is considered to be proprietary to Dusit Hotels and Resorts. If we cease to manage a particular Dusit Hotels and Resorts including Residences, all Personal Information remains with Dusit Hotels and Resorts. Guest information (including Personal Information) required to process pending reservations and information that is historically shared with the third party owner is retained by the third party owner.
Data Personal Officer Dusit International, 5th Floor, Dusit Thani Building, 946 Rama IV Road, Bangkok 10500 Thailand
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