1. The Retreat, Darjeeling (‘THE RETREAT, DARJEELING/us’) respects an individual's right to privacy. This policy lays down our practices with respect to collection, confidentiality, and disclosure of Personal Information. Please familiarize yourself with our privacy practices, as given below. We are an organisation based and existing in India and are thus bound by the laws of the Union of India. This Privacy Policy has been prepared in accordance with applicable Indian laws.
2. Should you choose to share your Personal Information with The Retreat, Darjeeling it will be assumed that you have consented to the collection of Personal Information and the processing thereof in terms of this policy (“Privacy Policy”).
Collection of Personal Information
What is collected
3. We may collect Personal Information (‘Personal Information’) from you such as:
Personal contact details such as name, alternate name, title, addresses, telephone numbers, and personal email ID
Date of birth, age, anniversary, and/or special occasions
Gender
Marital status
Nationality, country, city details, device related information such location, IP address, device id, mobile OS details etc
Next of kin and emergency contact information, pseudonymous email address
Copy of Government issued ID Card, as applicable on the location of the hotel
Copy of Passport and Visa as applicable on the location of hotel
Reservation information and travel itinerary such as duration of stay and other related details and your loyalty program membership ID/details
Photographs
Bank account details, credit/debit card information
CCTV footage and other information obtained through electronic means such as door access records, internet systems (including wired or wireless networks that collect data about your computer, smart or mobile device), card key, POS devices, and other security and technology systems in the Hotel.
Information about your use of our information and communications systems
Preference and interests including but not limited to dietary preferences, allergy details, health condition, and any special requests made by you and observations about your service preferences (including room and food preferences)
Information about how you use our services (online and at the hotel) and about how you use our website/mobile application.
Additionally, in some circumstances, we may also collect:
- Voice Recordings: This includes recordings of your interactions, such as customer service calls, which are captured for quality assurance purposes.
4. While collecting any Personal Information, The Retreat, Darjeeling indicates the purpose of collection of such information and gives the person providing the information an option of not providing the information. In such cases, The Retreat, Darjeeling may choose not to provide any services/supply goods for which the information was necessary. You hereby accept and agree that we shall not be held liable in any manner whatsoever if we are unable to perform our services or if there is a deficiency in our services to you due to your failure to provide such information.
5. If you are under 18, you may use our services only with the consent of your parents/ legal guardian. As a general rule, we do not intentionally collect sensitive personal information or personal information about children under the age of 18, except wherein contractually obligated to provide services and with the consent of a legal guardian or parent. If we become aware that we have inadvertently collected such information about children under the age of 18, we will take steps to delete the information as soon as possible, except where we are required by applicable law to keep it or where the collection/use of the same has the consent of their parent or legal guardian.
Why is it collected
6. The Retreat, Darjeeling collects Personal Information for business purposes and for providing various hospitality services to you.
7. Without limitation, Personal Information collected by us may be used by us for the following reasons:
Enable your use of the services available at our hotels and restaurants.
Where we need to perform the contract, we have entered into with you.
Where we need to comply with a legal obligation.
Where it is necessary for our legitimate interests [or those of a third party] and your interests and fundamental rights do not override those interests.
Send loyalty Point statements, invoices, and payment reminders to you, and collect payments from you.
Send you commercial communications.
Send you email notifications that you have specifically requested.
Send you communications relating to our business or the businesses of carefully-selected third parties which we think may be of interest to you, by post by email, WhatsApp, SMS, notifications/pop-ups, or similar technology.
Provide third parties with statistical information about our users for research, analytics, and audit purposes.
Deal with feedback, enquiries and complaints made by or about you relating to the services provided.
Keep our website, mobile application, and other systems secure and to prevent fraud.
Conduct promotions, online contests and surveys relating to our services.
Develop, maintain, and improve our website, mobile application and other systems and the services provided by us.
Understand your preferences and to enhance and customize your experience of using our services.
General safety and security and providing assistance during emergencies for you and the people accompanying you.
Wherever you have given us explicit consent to do so.
8. Where you are making a booking on behalf of other visitor or customer, it is your responsibility to represent that visitor or customer in the booking process and explain to the visitor or customer how we will use their Personal Information as set out in this Privacy Policy. Consent from such visitor or customer is deemed to be in place when you enter into a transaction with us and share their details with us enabling us to reach out to them. If you enter into a transaction for some other person, we may collect your billing information but may communicate with the customer directly about the service transacted.
How is it collected
9.We collect Personal Information about you through the following means:
Whenever you use our services [whether services provided directly by us or by other companies or agents acting on our behalf - for example through a guest contact centre, booking agency, travel agent or corporate account];
When you stay, dine or transact with us.
When you use our website/mobile application.
When you make reservations through any of our owned & third-party channels [DC6]
When you interact with our associates.
When you interact with us via email or social media platforms such as Facebook, LinkedIn, Instagram, X etc.
Cookies: - To personalize your experience on The Retreat, Darjeeling's Website, App or to support one of its promotions, The Retreat, Darjeeling may assign your computer browser a unique random number (cookie). "Cookies" enhance website performance in important ways like personalizing your experience, or making your visit more convenient; We use the following types of cookies:
Strictly Necessary Cookies: These cookies are necessary to enable the essential features of our Websites / Apps
Functional Cookies: These cookies are used to personalise your experience
Targeting Cookies: These cookies enable us to serve you advertisements of our products and services.
Analytics Cookies: These cookies help us to improve our website/ mobile apps.
You can manage your cookie preferences by clicking the ‘Manage Cookie’ button on the Cookie Policy link placed at the footer of website..
In addition to the collection of Personal Information, while you visit our website/mobile applications, we automatically receive and record certain information of your session. Like many other websites, our website uses log files to do so. These files merely log visitors to the website which is a standard procedure for hosting companies and a part of hosting services’ analytics. The information inside the log files includes internet protocol [IP] addresses, browser type, Internet Service Provider [ISP], date/time stamp, referring/exit pages, and possibly the number of clicks made by you. This information is used to analyse trends, administer the website, track your movement around the website, and gather demographic information. These log files and the information contained in it, such as IP addresses, and other such information, cannot be used by us to identify or ascertain your identity.
Confidentiality and Disclosure of Personal Information
10. The Retreat, Darjeeling has also adopted reasonable security practices and procedures comprising of managerial, technical, operational and physical security control measures with a view to ensure confidentiality and prevent unauthorized disclosure of Personal Information.
11. The Retreat, Darjeeling does not retain information after the purpose for which it is furnished is accomplished unless the same is required to be retained under any law in force or for purposes of satisfying any legal, accounting, auditing or reporting requirements or as long as processing and retaining Personal Information is necessary for our legitimate interest. In such cases also, confidentiality of such information is maintained.
12. The Retreat, Darjeeling assures you that in the event of your Personal Information being shared by The Retreat, Darjeeling with its subsidiaries, associate companies, group companies, affiliates, business associates, third party service providers such as those engaged for website/app hosting, development and maintenance, processing of payments, customer services and feedback, order fulfilment, research and analytics, digital storage, IT and related infrastructure, marketing, reservation, loyalty programs etc., such sharing of information shall be for the purpose of doing the intended business with you. You hereby grant your consent to The Retreat, Darjeeling to share such information with aforesaid entities.
13. We may further disclose your Personal Information:
To the extent that we are required to do so by law;
In connection with any ongoing or prospective legal proceedings;
In order to establish, exercise or defend our legal rights including providing information to others for the purposes of fraud prevention and reducing credit risk;
To the purchaser or prospective purchaser or successor in interest of whole or part of any business or asset that we are or are contemplating selling;
14. While using the Website, app or other systems, there may be certain links which may direct you to other websites or applications not operated/maintained by The Retreat, Darjeeling (“Third Party Site”). The manner in which Your information is collected, received, stored, processed, disclosed, transferred, dealt with and handled by such Third-Party Site(s) is governed by the terms and conditions and privacy policy of the respective Third-Party Site(s). We urge you to acquaint yourself with the terms and conditions and privacy policy of every such Third-Party Site.
15. The Retreat, Darjeeling shall not be responsible in any manner whatsoever for any violation or misuse of your Personal Information by unauthorised persons consequent to misuse of the internet environment.
Transfer of Personal Information
16. Unless stated otherwise, we store and process your Personal Information in India. There will, however, be occasions when we need to transfer your Personal Information outside India in order to enable us to use the information in accordance with this Policy.
17. Such transfer of information may be to a country which does or does not provide the same level of data protection as in India. In these circumstances we will take appropriate steps to ensure that your Information is adequately protected. Typically, such steps include carrying out data security reviews of any recipients and putting in place contracts with such recipients to ensure they employ the same or similar appropriate technical and organisational measures as us, so that your Personal Information is adequately protected.
Your rights viz-a-viz your Personal Information
18. Rights of access to and correction of Personal Information- You may write to us at any time to request for a copy of your data including purpose, categories of data processed, recipients, period for which data will be retained. You may write to us at any time to request for amendments to certain information that you consider to be incorrect or irrelevant or to access Personal Information already provided by you to us.
19. Right of deletion/erasure- You may at any time ask us to delete your Personal Information. Please note that after deleting the Information, we may not be able to provide the same level of services to you as we will not be aware of your preferences.
20. Right of withdrawal of consent- You may at any time revoke or withdraw your consent to provide your Personal Information to us by using the applicable contact details set out at the end of this Policy. However, such action may render it impossible for us to assist you any further.
21. Right of portability- You have the right to receive a subset of Personal Information we collect from you in a structured, commonly used and machine-readable format and a right to request that we transfer such Information to another party. If you wish for us to transfer the Personal Information to another party, please ensure you provide details of that party and note that we can only do so where it is legally, contractually and technically feasible.
22. Right to restrict processing of your Personal Information- In certain circumstances, you have a right to ask us to stop processing your Personal Information other than for storage purposes. However, please note that even if we stop processing your Personal Information, we may use it again if there are valid grounds under applicable laws for us to do so [e.g. for the defence of legal claims or for another’s protection].
You may ask us to stop processing your Personal Information and just store it with us in the following cases:
Where your Personal Information is not accurate. In such a case you can ask us to stop processing your Personal Information for the duration it takes us to verify whether the Information is accurate;
Where we wish to erase your Personal Information as the processing we are doing is unlawful but you want us to store the Information instead;
Where we wish to erase the Personal Information as it is no longer necessary for our purposes but you require it to be stored for the establishment, exercise or defence of legal claims; or
Where you have objected to our processing of your Personal Information on the basis of our legitimate interest and during the duration it takes us to determine whether there is an overriding interest for us to retain such Personal Information.
We are not responsible for the security of the information, its transmission or its processing once received by the third party. We also may not provide you with certain information if providing it would interfere with another’s rights [e.g. where providing the information we hold about you would reveal information about another person].
23. Right of objection- You have the right to object to our processing of your Personal Information which is used to send you promotions, special offers, marketing messages and any automated decision making (if any). You may also object to the processing of your Information on the basis of our legitimate interest and your objection to such processing.
24. In case of no or unsatisfactory resolution of grievance, you have the right to lodge complaint with the relevant authority.
Communication Preferences
25. If you no longer wish to receive marketing-related communications, you can unsubscribe by following the instructions below:
26. Non-members:If you have provided us your email address to receive marketing communications, you can manage the marketing communication preferences across various channels (such as email, SMS, WhatsApp, and mobile push notifications) by following the instructions provided on the “Communication Preferences” link included at the bottom of our emails. Alternatively, WhatsApp messages can be unsubscribed by replying with “STOP” and SMS messages by using Do Not Disturb (DND) services provided by your Mobile Operator.
Note: Even if you choose to opt-out of marketing-related communications, we will continue to send you transactional messages (e.g., OTP, account updates, membership tier updates, reservations information, pre-arrival emails, etc.)
Changes to the Policy
The Retreat, Darjeeling reserves its right to revise this Privacy Policy from time to time at its sole discretion. Such policy will be available on the The Retreat, Darjeeling's Website, App or at the hotel. You should check our website and mobile application frequently to see recent changes. The updated version will be effective as soon as it is accessible. We encourage you to review this Privacy Policy frequently to be informed of how we are protecting your information.
Grievance Support
You may contact us for any feedback, complaint, or grievance at the following contact details:
Email Id: reservations@theretreatdarjeeling.com
Phone No: +91 8582996111 / +91 8101815935.
10:30AM – 07:30PM (on all working days)