Privacy Policy

This website www.kempinski.com (“Website”) is made available to you by Kempinski Hotels S.A., Rue de Hollande 10, 1204 Genève, Switzerland hereinafter referred to as “Kempinski”, “we” or “us”. We comply with data protection legislation such as the EU General Data Protection Regulation and the Personal Data Protection Act 2012 of Singapore, which regulates the processing of personal data relating to you and grants you various rights in respect of your personal data. The aim of this Privacy Policy is to inform you about how we will use your personal data you provide to us through this Website, in connection with hotel bookings, your stay at hotels of the Kempinski group as well as personal data provided and/or collected by us through other channels. We also inform you about your rights under applicable data protection law with respect to the handling of your Personal Data by us. Before providing us with Personal Data we recommend that you read this Privacy Policy which also forms part of our Terms and Conditions that govern our hotel services.

I. What is Personal Data?

For the purposes of this Privacy Policy, “Personal Data” means any information provided by you when interacting with us, for example through our Website or when calling us, or data is collected about you through your use of our Website and allowing you to be identified personally, either directly (e.g. your name) or indirectly, because the data references an identifier such as your name, an identification number, location data, an online identifier (e.g. telephone number) as an individual person. We may also collect personal data about you in other instances which relate to your stay at Kempinski.

II. When is what kind of data stored and processed for what reason?

1. Use of the Website

Whenever you navigate our Website, data is collected and processed about you. We collect the following data:

Information related to the browser or device you use to access our website
IP address
Country you are browsing from
Browsing habits, including sites visited
Other demographics and statistical information

The data is collected through the session cookies (with regard to cookies see also below) we use on our Website. It is anonymised, before we use it to build anonymous utilisation profiles, for marketing purposes and to optimise our Website and the services we provide. This data shall not be used in order to identify the visitor of this Website personally.

2. Interacting with us

Every time you interact with us (e.g. booking a room through our Website, by phone or through a third party provider, posting a comment on our blog, signing up for our newsletter, filling out a survey) we may collect and process the Personal Data you provide to us.

a. Booking a room and using a service provided at a Kempinski Hotel

When you book a room, we collect Personal Data, which includes:

Your selected hotel
Your selected dates
Number of rooms in the reservation
Number of people in the reservation (adults and children)
Age of children
The rate/special offer selected
Any add-on packages selected
Your full name
Your address, including city and country
Your e-mail address, and
Your credit card details

Optional information

Frequent Flyer Information
Arrival Information
Room, Bed type and/or other preferences
Telephone/mobile
Option to join the KEMPINSKI DISCOVERY loyalty programme
Information required for your use of the WIFI provided by Kempinski
Any information required for your use of a service provided by Kempinski ( such as restaurant, spa and wellness services)

We use this Personal Data to handle your reservation and to establish and fulfill our contract with you. This includes verifying your identity, taking guarantee and/or payment information, and sending stay-related communication.

We take the protection of your Personal Data very seriously and therefore have kept the mandatory required fields to a minimum.

b. Personalised marketing communications and special offers

If you have provided your consent for personalised marketing communications, including special offers and hotel and partnership promotions, by means of electronic communication, you will receive a confirmation email

Depending on the information you share with us, we may process the following categories of personal data to send you personalised marketing communications tailored to your preferences and interests:

Booking information: This includes details such as your previous and upcoming stay dates, aggregated booking data like your total number and average length of stays, revenue bucket, booking lead time and preferred booking channel, hotel type and room category.
KEMPINSKI DISCOVERY membership information: This encompasses your membership details, like membership number, membership level, relevant promotions and the data listed under section II.2.c. below.
Survey information: Data provided through pre-arrival or post-stay surveys, including your travel purpose and whether you’re traveling with children or pets.
Preferences and interests: This includes data you share with us about your preferences and interests, like favorite destinations, cuisine preferences, hobbies, sports (e.g., skiing, golf), wellness activities, and events you enjoy. These preferences may be gathered from surveys, your profile information and other interactions with us where you voluntarily provide us with such information. If you have consented through the pre-arrival survey to share your preferences and interests based on your social media interactions with us, we may refer to this source as well.
Kempinski Guest App and Google Analytics: Information from interactions within the Kempinski Guest App and analytics data collected as outlined in section VIII below.

We also include web beacons in HTML-formatted email newsletters in order to count how many newsletters (or particular articles, links, etc.) are being accessed, and on our website to count users who have visited these pages.

You can revoke your consent for receiving personalised marketing communications at any time by clicking on the unsubscribe link included in each communication (e.g. newsletters, promotions, special offers), regardless of the method of electronic communication. Additionally, you can manage your preferences and unsubscribe from personalised marketing communications in your personal profile under ‘data protection’. For any further questions or objections, kindly address the contact stated at the end of this policy.

c. KEMPINSKI DISCOVERY membership account

You can create a KEMPINSKI DISCOVERY membership account with us, which gives you added benefits, such as updating personal information and preferences; summary of past/future stays in any Kempinski Hotel. You may also be able to benefit from a member rate or/ and special benefits (varies by KEMPINSKI DISCOVERY membership level) in a Kempinski Hotel* and unique experiences / local offers and DISCOVERY Dollars. If you create a KEMPINSKI DISCOVERY membership account, we ask you to provide the following Personal Information:

Your full name and email address
Your home address
Your language preference for email communication
Your email marketing preferences

If you have consented, we will use your Personal Data to send you personalised newsletters and special offers (please see point II.2.b).

*For further information on KEMPINSKI DISCOVERY, please see point 4.

For KEMPINSKI DISCOVERY, you can deactivate your account via the ghadiscovery.com website.

d. “Contact Us” functionality

You can get in contact with us via our Website by using the “Contact Us” functionality, or by telephone. To contact us you are required to provide the following information:

Your full name
Your zip code
Your telephone number and your e-mail address,
Your enquiry, and
Recaptcha, to confirm you are an actual person, and not a robot

Any additional information (e.g. home address) is provided voluntarily.

We use your information to reply to your enquiry.

e. Communications Provider

You can also get in contact with us via different communication channels (such as Twitter, Viber, WeChat, Telegram etc., hereafter referred to as "Communications Provider") if you have any enquiries which you would like us to address. You will find an overview of the respective Communications Provider through which you can get in contact with us (i) in our pre-arrival communications with you, (ii) on the landing page of our central communications hub (iii) on leaflets including this information, which we may provide to you on hotel level. Please kindly note that those Communications Provider independently control your Personal Data which is being communicated on these channels, i.e. how they process your Personal Data solely lies within their responsibility. We do not have influence on the collected data and data processing operations conducted by such Communications Provider. Information on the purpose and scope of data collection and its processing by the Communications Provider can be found in the respective data protection policies of these Communications Provider, where you will also find further information on your rights and options for privacy protection.

Additionally, to facilitate our reply and to communicate with you in real-time on the respective communication channel, your enquiries sent to us through this communication channel will be centralized in one central communication hub. We are responsible for the processing of your Personal Data on this central communication hub. This hub and your enquiries can be accessed by our relevant staff in charge. We use your information only to reply to your enquiry.

f. Kempinski Blog

In our Kempinski Blog we publish articles on travelling. The blog allows you to post public comments. If you submit a comment, it will be published with the corresponding blog post and your username. Posting comments on our blog is entirely voluntary.

When you comment on a blog post, we collect and store the following Personal Data:

Name
Website URL
Your Comment

We use this Personal Data to post the comment on the blog page.

3. Processing of Personal Data to personalise your stay at Kempinski

We may collect and process Personal Data about you if it is relevant for your stay in a Kempinski hotel or if it is in your interest. We may collect and process certain additional data to personalise your stay upon your express request and consent (please below under 3.a.).

a. Your consent to our ‘Personalise your Stay’ option

You have the option to enable Kempinski to find out more about you to improve your unique and personal experience by opting for the “personalise your stay” option. Only if you have expressly consented to this option we are permitted to conduct further research on you, in particular on publicly available social media entries and the internet. We do not undertake any research, in particular on social media or the internet if we have not obtained your express consent for this option.

If you consent to the “personalise your stay” option we may undertake additional research and record and use respective information to make your stay more personal. For example, we may collect information on

your sports preferences such as in relation to golf or football to provide you, in our sole discretion, with relevant information in this regard (e.g. a golf course next to the hotel or a football match in proximity to the hotel), or
your social media profiles to find out your favourite flowers or wine to allow us to provide you, in our sole discretion, with comforts or other conveniences tailored to you.

We will not collect any information which is embarrassing to you or inappropriate under, or not compliant with, local standards, conventions and habits or which are incorrect.

You may withdraw your consent at any time for the future by contacting us under the details of the contact section XII below.

b. Personal data collection without your express consent

If you have not provided your express consent to the “personalise your stay” option, we do not undertake additional research and do not record and use respective information. In such cases the Personal Data we collect is limited to information we have gained from you personally or by hotel personnel during your stay at the hotel and to information which is relevant for the stay at a Kempinski hotel (e.g. preferences to rooms, beds, food, and wine if obtained at the hotel). We do not undertake any additional research on you in this case, in particular no research on social media or the internet.

4. Loyalty programme; Kempinski hotels

The Kempinski loyalty programme is provided by a third party provider. You can access its privacy policy here. Please note that Kempinski hotels are owned by separate legal entities. The Kempinski hotels generally follow the principles of this Policy; however, for details on the use of your data by Kempinski branded hotels, you can request information from the respective hotel.

III. Sharing Personal Data

Your Personal Data may be shared:

Within the Kempinski group and with our Kempinski hotels to establish and fulfill our contract with you or to the extent you consented to such sharing of data, for example. This includes verifying your identity, taking payments getting in contact and communicating with you.
With our commercial partners in the event that you book an event or an activity organised by such commercial partners.
With our third party service providers who process your data on our behalf. Kempinski’s third party service providers hosting providers (including Amazon Web Services), and providers of data analysis, IT services, and other similar services requested by Kempinski to provide the Website and other business-related services to you. Any data processing on our behalf complies with the applicable laws.

We will not transfer your personal data to third party recipients, unless you consent to such transfer of data or such transfer is permitted under applicable law.

IV. Transfer of Personal Data to a third country

Where information is transferred outside the European Economic Area or Singapore, we will ensure that appropriate safeguards are implemented. If your Personal Data is transferred to a country that is not subject to an adequacy decision by the EU Commission or the Personal Data Protection Commission of Singapore, data is adequately protected by EU Commission approved standard contractual clauses, or a third party’s Binding Corporate Rules.

V. Social Media Buttons

On our Website we use the following social media plug-ins integrated through cookies: Facebook, Google+, Twitter, LinkedIn, Instagram, Weibo, WeChat. The plug-ins can be identified by the social media buttons marked with the logo of the provider of the respective social media networks.

We have implemented these plug-ins using the so-called 2-click solution. This means that when you navigate on our Website, Personal Data will initially not be collected by the providers of these social media plug-ins. Only if you click on one of the plug-ins will your Personal Data be transmitted: By activating the plug-in, data is automatically transmitted to the respective plug-in provider and stored by them (in the case of US providers your Personal Data will be stored in the USA). We neither have influence on the collected data and data processing operations conducted by the providers, nor are we aware of the full extent of data collection, the purposes or the retention periods.

The plug-in provider stores the data collected about you as user profiles and uses them for the purposes of advertising, market research and/or demand-oriented design of its website. Such an evaluation is carried out in particular (also for users who are not logged in) for the purpose of presenting need-based advertising and to inform other users of the social network about your activities on our Website. You have the right to object to the creation of these user profiles, whereby you must contact the respective plug-in provider to exercise this right. Through the plug-ins, we offer you the opportunity to interact with the social networks and other users, so that we can improve our offer and make it more interesting for you as a user. The legal basis for the use of the plug-ins is Art. 6(1)(f) GDPR.

The data is passed on regardless of whether you have an account with the plug-in provider and are logged in. If you are logged in with the plug-in provider, your data collected by us will be directly assigned to your account with the plug-in provider. We recommend that you log out regularly after using a social network, but especially before activating the button, as you can then avoid being assigned to your profile with the plug-in provider.

Information on the purpose and scope of data collection and its processing by the plug-in provider can be found in the respective privacy policies of these providers, where you will also find further information on your rights and options for the protection of your personal data.

VI. Integration of YouTube videos

We have included a link to our YouTube channel on our Website. The videos are stored on http://www.YouTube.com, operated by YouTube, LLC, 901 Cherry Ave., San Bruno, CA 94066, USA. Your Personal Data will not be transferred to YouTube unless you play the videos. We have no influence on this data transfer. You will find further information with regard to the processing of personal data under YouTube’s privacy policy available at: https://www.google.com/intl/en/policies/privacy/

VII. Cookies

This Cookie policy describes the different types of cookies and similar technologies that may be applied on the Website provided by Kempinski.

What are cookies?

A cookie is a data file, which often includes a unique identifier, that is sent to your browser from a web server and is then stored on the hard drive of the device you are using to browse the website. Each website you visit can send its own cookie to your browser if your browser’s preferences allow it, but to protect your privacy your browser only permits a website to access cookies it has already sent to you, not cookies sent to you by other websites.

On the Website, users have the option of agreeing to the use of cookies in principle and thus being able to use all functions of the website without restrictions, the option of not receiving cookies at any time or of personalizing cookies by agreeing to the use of certain cookies. Please be aware that if you do not accept or deactivate the use of cookies which are subject to consent, this may lead to a situation that these cookies cannot do what they are intended for. In particular, if you deactivate functionality cookies, the respective functions of the website cannot be used. Therefore, your consent is required if you want to use certain functions provided by cookies.

How we use cookies

You can find more information about the categories of cookies we generally use and the purposes for which we use them through this link. For the individual cookies of each category, we have further set forth the cookie name, duration of the operation of the respective cookie, description of what this cookie does and, if applicable, what personal information is concerned as well as the name of the third party(ies) having access to the cookie.

How to control and delete cookies

With the banner, we offer you a convenient option of rejecting or approving individual cookies or groups of cookies generally used on the Website. You can also block and delete cookies at any time by changing settings on your browser. To manage cookies, most browsers allow you to accept or reject all cookies or accept only certain types of cookies. Information about the procedure to follow in order to enable or disable cookies can be found on your Internet browser provider’s website via your help screen. You can also find out how to do this, and find more information on cookies at www.allaboutcookies.org. for information on how to manage cookies within commonly used browsers. Please be aware that if cookies are disabled, not all features of the Website may operate as intended. If you would like more information about interest-based advertising, including how to opt-out of these cookies, please visit http://youronlinechoices.eu/.

VIII. Google Analytics

Our Website uses Google Analytics, a web analysis service of Google Inc (“Google”). When you provide us with your consent, Google Analytics uses cookies to analyse how you use our Website. We only use Google Analytics with activated IP anonymization. This means that Your IP address will be only processed in a shortened form in order to exclude direct personal references. The legal basis for this processing is Art 6.para.1lit.a) GDPR. You can object to this processing and revoke your consent to this data collection at any time through this link.

Google recommends that its users provide end-users with some specific information. Below is a summary of Google’s statement to fulfil this recommendation:

Google Analytics uses "cookies", which are text files placed on your computer, to help the website analyse how users use the site. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google will not associate your IP address with any other data held by Google. You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of this website. By using this website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

IX. What kind of security measures for the compliance with data protection?

We strive to maintain the appropriate standards of security and we have put in place robust technical and organisational measures for the protection of your Personal Data in accordance with the current state of the art technologies, especially to protect the data against loss, falsification or access by unauthorised third persons. For the transfer of particularly sensible Personal Data via the internet, such as for example credit card details, we exclusively use encrypted transmission routes and we comply with the Payment Card Industry Data Security Standards (PCI DSS) which is a set of policies and procedures intended to optimise the security of credit, debit and cash card transactions and protect cardholders against misuse of their personal information. However the transmission of information via the internet is not completely secure. So, whilst we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our Website. Any transmission is at your own risk. Once we have received your personal data we will use strict procedures and security features to prevent unauthorised access. Our internal processing takes place inside a VPN which is firewalled against the open internet and inside of which any kind of communication is processed in an encrypted way. As far as third parties (i.e. external companies) are rendering data processing services for us, we have committed them to the compliance with our data privacy regulations. The external service providers are supervised by our Global Data Protection Manager in terms of compliance with these regulations.

X. Your Rights

In respect of the collection and use of your personal data, you may:

withdraw your consent at any time for example by unsubscribing from the newsletter under “data protection”,
ask us whether we processes Personal Data about you, for which purposes, the categories of Personal Data concerned, to which categories of recipients the information has been disclosed, where possible, the envisaged period for which the personal data will be stored (or, if not possible, the criteria used to determine that period),
inquire with us about the appropriate safeguards relating to the transfer to a third party,

ask us for a copy of the Personal Data undergoing processing and ask to receive your Personal Data in a structured, commonly used and machine-readable format and to transmit those data to another controller without any hindrance from us. Via the link “My Profile”, you will be displayed all stored data relating to your person. In addition to that, you can also view your stored reservations via the link “My Bookings”. We guarantee that no unauthorised persons are able to have access either to your profile or to your reservations,

have inaccurate data rectified,
object against the further processing and request erasure of your Personal Data,
request that the processing of your personal data is restricted by Kempinski,
request not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning you or similarly significantly affects you.

If you have any further questions on your personal data which has been stored with us or would like to exercise your rights please refer to our Global Data Protection Manager via the contact details stated below.

XI. Retention and deletion of Personal Data

We will retain your personal data only for a limited period of time needed to fulfil the purposes of processing mentioned above. After that time your personal data will be erased. If we process your personal data based on your consent we will retain your personal data for a limited period of time needed to fulfil the purposes of processing it.

Where we enter into a contract with you , we will keep your information for the duration of the contractual relationship you have with us, and, to the extent permitted, after the end of that relationship for as long as necessary to perform the purposes set out in this notice. The criteria to determine the storage period are statutory and contractual requirements, the nature of our relationship with you, the nature of the data concerned and the technical requirements. Laws may require us to hold certain information for specific periods.

Where we process personal data for marketing purposes or with your consent, we process the data until you ask us to stop and for a short period after this (to allow us to implement your requests). We also keep a record of the fact that you have asked us not to send you direct marketing or to process your data so that we can respect your request in future.

In other cases, we may retain data for an appropriate period after any relationship with you ends to protect itself from legal claims, or to administer its business.

XII. Updates

This Privacy Policy may be updated periodically. We will update the date at the top of its first page accordingly and encourage you to check for changes that we have made, which will be available at https://www.kempinski.com/en/hotels/legal. On some occasions, we may also actively advise you of specific data handling activities or significant changes to this Privacy Policy, as required by applicable law.

XIII. Who is the contact person for questions and/or problems relating to the data protection?

Please contact our Global Data Protection Manager at [email protected]