PRIVACY POLICY
We appreciate your interest in our company and our website. We value the trust you place in us, and we recognise both the importance of handling your data with care and the duty to protect it from misuse or abuse.
We take the protection of your personal data very seriously and strictly comply with the applicable data protection laws. Personal data is collected on this website only to the extent necessary. Under no circumstances will data be shared with or disclosed to third parties without authorisation.
By using our website and the offers contained within it, you agree that the data you have provided may be stored, processed or used by us within the scope of this privacy policy.
WHO AND WHAT THIS POLICY COVERS
This policy governs the way Royal Ha Long Hotel processes the personal data of the Customer and of persons related to the Customer through relationships in which the law requires data to be processed, or of persons who use the products and services of Royal Ha Long Hotel jointly with the Customer, when using or interacting with the website and/or the products and services of Royal Ha Long Hotel.
For the avoidance of doubt, this data privacy policy applies only to individual Customers. Royal Ha Long Hotel encourages Customers to read this policy carefully and to check the website regularly for any changes Royal Ha Long Hotel may make to its terms.
PURPOSE AND SCOPE OF DATA COLLECTION
Royal Ha Long Hotel collects only the contact details necessary to complete transactions between the website or application and the customer, and no other information. Customer information is stored only when the customer creates an account and signs in with that account. Royal Ha Long Hotel collects and uses customers’ personal information for appropriate purposes and in full compliance with the law. Royal Ha Long Hotel undertakes not to share or use customers’ personal information with any third party for profit. Customer information is used only within Royal Ha Long Hotel. Where necessary, we may use this information to contact the customer directly by means such as letters, orders and thank-you notes. Customers may receive periodic mailings about new products and services and about promotional programmes. When a customer registers on the website or application, the information we collect includes:
Name – delivery address – telephone number – date of birth – gender – other information (if any).
SCOPE OF USE OF INFORMATION
The information above is used only for the following purposes:
(a) To provide products or services, or to support the Customer in using the products and services of the Company and/or of the Company’s Partners under a cooperation arrangement requested by the Customer;
(b) To carry out customer care activities and after-sales programmes;
(c) To adjust, update, secure and improve the products and services that Royal Ha Long Hotel provides to the Customer;
(d) To verify identity and ensure the security of the Customer’s personal information;
(e) To meet the Customer’s service requests and support needs;
(f) To notify the Customer of changes to the policies and promotions of the products and services the Company provides;
(g) To measure and analyse data internally and carry out other processing in order to improve the quality of the Company’s services and products, or to conduct marketing communications;
(h) To conduct market research and opinion surveys in order to improve the quality of products and services, or to research and develop new products and services that better meet customers’ needs;
(i) To prevent and combat fraud, identity theft and other unlawful activities;
(j) To provide a basis for establishing and enforcing lawful rights or defending legal claims of Royal Ha Long Hotel, the Customer or any individual. These purposes may include exchanging data with other companies and organisations in order to prevent and detect fraud and to reduce credit risk;
(k) To comply with applicable law, relevant industry standards and other policies of the Company in force;
(l) Any other purpose specific to the Company’s operations;
(m) Any other purpose notified by Royal Ha Long Hotel to the Customer at the time the Customer’s personal data is collected, or before the related processing begins, or as otherwise required or permitted by applicable law
Royal Ha Long Hotel will seek the Customer’s permission before using the Customer’s personal data for any purpose other than those set out above, at the time the Customer’s personal data is collected or before the related processing begins, or as otherwise required or permitted by applicable law. The Customer may withdraw consent to the processing of their data at any time through our website.
SECURITY OF CUSTOMERS’ PERSONAL DATA
1. Security principles:
(a) The Customer’s personal data is protected in accordance with the rules of Royal Ha Long Hotel and with the law. The processing of each Customer’s personal data is carried out only with that Customer’s consent, save where the law provides otherwise.
(b) Royal Ha Long Hotel does not use, transfer, disclose or share the Customer’s personal data with any third party without the Customer’s consent, save where the law provides otherwise.
(c) Royal Ha Long Hotel will comply with the other personal data protection principles laid down by applicable law.
2. Possible unwanted consequences and damage:
Royal Ha Long Hotel uses a range of information security technologies to protect the Customer’s personal data from unintended retrieval, use or disclosure. However, no data can be made one hundred per cent secure. Royal Ha Long Hotel therefore undertakes to protect the Customer’s personal data to the fullest extent within its power. Some of the unwanted consequences and damage that may occur include, but are not limited to:
(a) Hardware or software failures during data processing that cause loss of the Customer’s data;
(b) Security vulnerabilities beyond the control of Royal Ha Long Hotel, where a related system is attacked by hackers and data is exposed;
(c) The Customer exposes their own personal data through carelessness, or by being deceived into visiting websites or downloading applications that contain malicious software, and so on.
3. Royal Ha Long Hotel advises Customers to keep their account login password and OTP codes confidential and not to share that password or those OTP codes with anyone else.
4. Customers should keep their electronic devices secure while in use, and should lock, sign out of or exit their account on the Royal Ha Long Hotel website when it is not in use.
OUR UNDERTAKING TO PROTECT CUSTOMERS’ PERSONAL INFORMATION
Royal Ha Long Hotel always ensures that all customers’ personal information is kept securely. Except for the uses of personal information set out in this policy, we undertake not to disclose customers’ personal information externally for commercial purposes. We may disclose or provide a customer’s personal information only where it is genuinely necessary, as follows:
(a) When required by a law enforcement authority
(b) Where doing so helps us protect our legitimate rights before the law
(c) In an emergency, where it is necessary to safeguard the personal safety of other members
THE TYPES OF DATA ROYAL HA LONG HOTEL PROCESSES
In order for Royal Ha Long Hotel to supply products and services to the Customer and/or to handle the Customer’s requests, Royal Ha Long Hotel may need and/or be required to collect personal data, including:
(a) Basic personal data of the Customer and of individuals related to the Customer;
(b) Sensitive personal data of the Customer and of individuals related to the Customer;
(c) Data relating to the websites or applications: technical data (as described above, including device type, operating system, browser type, browser settings, IP address, language settings, the date and time of connection to the website, application usage statistics, application settings, the date and time of connection to the application, location data and other technical communication information); secure login details; usage data, and so on.
(d) Marketing data: advertising interests; cookie data; clickstream data; browsing history; responses to direct marketing; and choices to opt out of direct marketing.
HOW PERSONAL DATA IS COLLECTED
Royal Ha Long Hotel collects personal data from Customers in the following ways:
- Directly from the Customer by various means:
(a) When the Customer submits a registration request or fills in any other form relating to the products and services of Royal Ha Long Hotel or of its partners.
(b) When the Customer interacts with the Company’s customer service staff, for example by telephone call, letter, face-to-face meeting, email or social media;
(c) When the Customer uses certain services of Royal Ha Long Hotel, such as its websites and applications, including setting up online accounts with Royal Ha Long Hotel;
(d) When the Customer is contacted by, and replies to, marketing representatives and customer service staff of Royal Ha Long Hotel;
(e) When the Customer sends their personal information to the Company for any other reason, including when the Customer signs up for a free trial of any product or service, or expresses interest in any of the Company’s products or services.
(f) When the Customer purchases or uses third-party services through Royal Ha Long Hotel.
2. From other third parties:
(a) If the Customer interacts with third-party content or advertising on the website or within the application, the Company may receive the Customer’s personal information from the third party concerned, in accordance with that third party’s lawful privacy policy in force.
(b) If the Customer chooses to pay electronically direct to Royal Ha Long Hotel or through the website or application, Royal Ha Long Hotel may receive the Customer’s personal data from third parties, such as payment service providers, for the purpose of that payment.
(c) In order to comply with its obligations under applicable law, Royal Ha Long Hotel may receive personal data about the Customer from law enforcement bodies and public authorities as provided by law.
(d) Royal Ha Long Hotel may obtain personal data about the Customer from public sources (such as telephone directories, advertising material and leaflets, information published on websites, and so on).
Whenever such personal data is collected, Royal Ha Long Hotel will ensure that the data is received from the third parties concerned by lawful means, and will require those third parties to be responsible for complying with personal data protection law.
WHO MAY HAVE ACCESS TO A CUSTOMER’S PERSONAL INFORMATION
The Customer agrees that, where necessary, the following bodies, organisations and individuals are entitled to access and collect their personal information, namely:
- The management and staff of Royal Ha Long Hotel
- Third parties whose services are integrated with the website or application
- Delivery partners engaged by the Company to deliver goods to customers
- Financial and legal advisers, and the auditing firm
- A complainant who can prove a breach committed by the customer
- At the request of a competent state authority
PROCESSING OF PERSONAL DATA IN CERTAIN SPECIAL CASES
Royal Ha Long Hotel ensures that the processing of the Customer’s personal data fully meets the requirements of the law in the following special cases:
- Closed-circuit television (CCTV) footage may also, in specific cases, be used for the following purposes:
(a) For quality assurance purposes;
(b) For public security and occupational safety purposes;
(c) To detect and prevent suspicious, inappropriate or unauthorised use of the Company’s facilities, products, services and/or premises;
(d) To detect and prevent criminal conduct;
(e) To carry out investigations into incidents.
2. Royal Ha Long Hotel always respects and protects children’s personal data. In addition to the personal data protection measures required by law, before processing a child’s personal data the Company will verify the child’s age and obtain the consent of (i) the child and/or (ii) the child’s parent or guardian, as required by law.
3. In addition to complying with other relevant legal provisions, where the processing concerns the personal data of a person declared missing or of a deceased person, the Company must obtain the consent of one of the related persons as provided by applicable law.
HOW LONG INFORMATION IS KEPT
Customer information is kept for exactly the period laid down by law, or used only for the purpose for which it was collected.
HOW DATA IS PROCESSED
Royal Ha Long Hotel applies one or more operations affecting personal data, such as: collecting, recording, analysing, confirming, storing, amending, disclosing, combining, accessing, retrieving, recalling, encrypting, decrypting, copying, sharing, transmitting, providing, transferring, erasing or destroying personal data, or other related actions.
COOKIES
- When the Customer uses or visits the websites and online pages (together, the “websites”) of Royal Ha Long Hotel, Royal Ha Long Hotel may place one or more cookies on the Customer’s device. A “cookie” is a small file placed on the Customer’s device when the Customer visits a website; it records information about the Customer’s device and browser and, in some cases, the Customer’s browsing preferences and habits. Royal Ha Long Hotel may use this information to recognise the Customer on their return to the websites of Royal Ha Long Hotel, to provide personalised services on those websites, to compile analytics in order to understand website activity better, and to improve the websites of Royal Ha Long Hotel. The Customer may use their browser settings to delete or block cookies on their device. However, if the Customer decides not to accept or to block cookies from the websites of Royal Ha Long Hotel, the Customer may not be able to make full use of all the features of those websites.
2. Royal Ha Long Hotel may process the Customer’s personal information through cookie technology in accordance with the provisions of this clause. Royal Ha Long Hotel may also use remarketing to serve advertisements to individuals whom Royal Ha Long Hotel knows to have previously visited its websites.
3. To the extent that third parties have embedded content on the websites of Royal Ha Long Hotel (for example, social media features), those third parties may collect the Customer’s personal information (for example, cookie data) if the Customer chooses to interact with that third-party content or to use third-party services.
CHANGES TO THIS PRIVACY POLICY
Royal Ha Long Hotel reserves the right to change and amend this privacy policy at any time. We will publish any changes on the website and application. If a customer has a complaint or a comment about the policy of Royal Ha Long Hotel, please contact us in either of the following two ways:
Freephone hotline: 0904 030 222
Email: sales@royalhalonghotel.com
PROTECTION OF MINORS
As a matter of principle, children and young people with limited legal capacity may not transmit any personal data to our website without the prior consent of their parent(s) or legal guardian(s). Royal Ha Long Hotel will not knowingly collect the personal data of children or of young people with limited legal capacity, use such data in any form, or disclose such data to third parties without authorisation.
ADDRESS OF THE ENTITY THAT COLLECTS AND MANAGES PERSONAL INFORMATION
ROYAL HA LONG HOTEL
Hotline: 0904 030 222 – Address: Ha Long Road, Bai Chay Ward, Ha Long City, Quang Ninh Province, Vietnam.
Email: sales@royalhalonghotel.com
HOW USERS CAN ACCESS AND CORRECT THEIR OWN PERSONAL DATA
You have the right at any time to ask about the personal data held, its origin and the recipients of that data, as well as the scope and purpose of the processing. You may also request the correction of inaccurate data relating to you. If you would like information about the data held, or have a question about this privacy policy, please contact us on our hotline: 0904 030 222, or write directly to our contact for this data policy at sales@royalhalonghotel.com.
HOW COMPLAINTS ABOUT CUSTOMER INFORMATION ARE RECEIVED AND RESOLVED
On discovering that their personal information has been used for the wrong purpose or beyond the agreed scope, the customer should send a complaint by email to sales@royalhalonghotel.com or telephone 0904 030 222 in order to lodge the complaint and provide the management with the relevant evidence. The management undertakes to respond immediately, and in any event within 24 (twenty-four) working hours of receiving the complaint.
GENERAL PROVISIONS
- This policy takes effect on 1 November 2024. The Customer understands and agrees that this policy may be amended from time to time and notified to the Customer through the transaction channels of Royal Ha Long Hotel before it applies. The changes and their effective dates will be updated and published on the transaction channels and other channels of Royal Ha Long Hotel. The Customer’s continued use of the services after the notice period for the amendments and supplements in force from time to time means that the Customer has accepted those amendments and supplements.
2. The Customer acknowledges and agrees that this policy also constitutes the notice of personal data processing provided for in Article 13 of Decree No. 13/ND-CP/2023 (Vietnam), as amended and supplemented from time to time, given before Royal Ha Long Hotel carries out the processing of personal data. Accordingly, Royal Ha Long Hotel need not take any further measure for the purpose of notifying the Customer of the processing of personal data.
3. The Customer undertakes to observe the provisions of this policy strictly. On matters not yet provided for, the Parties agree to follow the law, the guidance of the competent state authorities and/or the amendments and supplements to this policy notified by Royal Ha Long Hotel to customers from time to time.
4. The Customer may see advertising or other content on any website, application or device that may link to the websites or services of partners, advertisers, sponsors or other third parties.
Royal Ha Long Hotel does not control the content or the links that appear on third-party websites or services, and accepts no responsibility or legal liability for the practices employed by third-party websites or services linked to or from any website, application or device. Those websites and services may be subject to the third party’s own privacy policies and terms of use.
5. This policy is entered into in good faith between Royal Ha Long Hotel and the Customer. If a dispute arises during its performance, the Parties will seek to resolve it through negotiation and conciliation. If conciliation fails, the dispute will be brought before the competent People’s Court (Tòa án nhân dân) for resolution in accordance with the law.
6. The Customer has read this privacy policy carefully, understands the rights and obligations it sets out, and agrees to all of its contents.