Summary of data protection at The Papaya Tree (Private) Limited

This privacy policy (“Privacy Policy”) describes how The Papaya Tree (Private) Limited (“The Papaya Tree”) uses information that we collect, or that you as a guest, customer or supplier provide to us, for the following main reasons:

To be able to manage and administer your booking at our hotel.
In order to be able to respond to questions or comments received via e-mail, we need to process e-mail, name and any other personal data provided via e-mail.
In order to be able to fulfil the legal obligations imposed on us by, for example, the Accounting Act, we need to store accounting data, which may contain personal data, for a prescribed period of time.
We have security in place to protect ourselves against external and internal threats and process technical logs where personal data may be found.

You can find information on how to contact us under the heading “Who do you contact if you have any questions” below.

1. Background, scope and responsibility for personal data

This privacy policy (“Privacy Policy”) describes how The Papaya Tree processes your Personal Data within the framework of the Hotel’s operations. “Personal Data” means any information that can be directly or indirectly linked to a physical, living person.

In this Privacy Policy, we describe the situations in which The Papaya Tree processes your Personal Data, the legal basis on which we rely for this, how we protect your data and how you can exercise your data rights under applicable data protection legislation.

The Papaya Tree is an independent data controller for the customer and is registered and stored in a central system for booking and invoicing. The Papaya Tree is also an independent data controller for the processing of personal data collected via our website.

The responsibility relates to the administration of your personal data in connection with:

Booking of hotel rooms
Invoicing of hotel rooms and ordered services

We process your Personal Data when you use our services (the “Services”) in the manner set out below in this Privacy Policy. We care about your privacy and comply with applicable legislation that aims to protect you as an individual. This Privacy Policy sets out the basis on which we process the Personal Data you provide to us or that we collect about you when you use the Services. For some of our Services, there are also specific terms and conditions that you must agree to before use.

If we make material changes to the Privacy Policy, we will notify you. The method of notifying you varies depending on which of our Services you use and when. You will always find our updated terms and conditions published on The Papaya Tree’s website.

2. Collection and processing of personal data

It is important to us that you feel safe with us. We always protect your privacy and take various measures to protect you as an individual. In this section, we describe how we collect and process your Personal Data.

Depending on which of our Services you use, the method of collection, the purposes and means of the processing may vary. Below is a description of the purposes for which The Papaya Tree processes your personal data.

2.1 Bookings

2.1.1 Hotel reservation

When you book a hotel room, optional products and services with us, regardless of whether the booking is made via our website, via an online booking channel, via a travel agency, or directly through our hotel, we process your Personal Data for the purpose of (a) giving you the opportunity to book a room according to your wishes, (b) administering and charging for your booking, (c) confirming the booking to you (booking confirmation) and (d) providing communications related to your stay, such as information on optional products and services.

2.2 Other services related to our hotel

At The Papaya Tree, we offer services such as restaurant and bar, breakfast, room service, pool, laundry, parking, taxi order, free Wi-Fi, and similar services. If you use any of these Services at our hotel, your personal data may be processed in order to (a) administer those bookings and use of such additional service, (b) communicate and inform you about these bookings through our communication channels (e.g. email, SMS or phone), and (c) manage the costs incurred for such additional Services and/or facilities.

2.3 Hotel check-in and check-out

When you stay at The Papaya Tree, we process your Personal Data for the purpose of (a) managing your arrival and departure from our hotel, (b) assigning you a key or key card to the booked room, (c) handling information about credit cards and/or other means of payment to ensure payment for your stay, (d) handling payment for your stay, (e) preparing, printing or sending an invoice for your stay, and (f) handling any customer service matters.

If you fail to show up without cancellation or make your cancellation too late in accordance with The Papaya Tree’s booking rules, we will process your personal data for the purpose of (a) cancelling your stay and other bookings you may have made and (b) managing, processing and settling any outstanding amounts that may have fallen due.

2.4 Handling of personal data in e-mail

In our daily work, we communicate with guests, partners and employees. Some of this contact is handled by e-mail and in connection with this, we also normally process personal data.

2.5 Legal obligations

The Papaya Tree will, as a result of law, court or government decision, process your Personal Data for the purpose of complying with a legal obligation imposed on us (e.g. obligations we have under the Tax Act, the Accounting Act, decisions from the police or other authorities) and the personal data that will be processed is that which is required by law, court or government decision. The personal data may include information about your name, payment information, booking details, contact details (e.g. email address, telephone number, address) or other details of your completed purchases (receipts, and similar records).

2.6 Handling of customer service matters

We or our customer service subcontractor will process your Personal Data for the purpose of answering, assisting, following up or handling your customer service request. This includes the processing necessary to answer any questions you have asked us by phone, chat, email, social media or any of our other communication channels. We process your Personal Data, within the scope of this purpose, in order to investigate complaints or provide support, including technical support, to you.

Personal data and other information that you provide to us via social media in connection with a customer service case will also be processed by the company behind the social media service (e.g. Meta). The provider of the social media channel will process your Personal Data as a data processor to us (e.g. when the supplier processes data on our behalf for the purpose of reporting statistics about individuals who have communicated with us via our channels) or as a separate data controller (e.g. for the provision and administration of their service).

2.7 Social media and online reviews

We may process your personal data when you communicate with us via our social media channels (e.g. Facebook, Instagram) or if you give us reviews via e.g. TripAdvisor. The purpose of the processing is to (a) be able to respond to your questions or complaints that you have written on social media, (b) monitor what is written about us and what reviews you leave about us, and (c) to be able to identify opportunities and also improve our Services.

It is possible to write your own content on our social platforms. Keep in mind that everything that is written on our pages will be available to everyone who visits our pages and that you should therefore be careful about disclosing your personal data on these platforms.

Please also read the respective Privacy Policy and Cookie Policy applicable to the social media platforms you use.

2.8 Camera surveillance at our hotel

We use camera surveillance at our hotel for the purpose of preventing and investigating crime, accidents and/or damage to our hotel. Before any camera surveillance is carried out, we perform a balancing test in which the interests behind the surveillance at the individual hotel are weighed against the individual’s interest in not being monitored. Camera surveillance is only carried out if and to the extent we deem such surveillance necessary and the individual’s interest in not being monitored is overridden by the interests behind the surveillance.

3. How long is your personal data stored?

Your Personal Data is stored for as long as it is necessary to fulfil the purposes of our processing. Thereafter, we will securely delete or de-identify your Personal Data so that it is no longer possible to link it to you. Under each processing as stated above, there is a defined storage period. Please note, however, that we may retain information about you for a longer period of time if litigation is initiated or if required by applicable law.

The Papaya Tree deletes Personal Data in accordance with the law applicable from time to time and in accordance with the criteria set out above. This means, for example, that The Papaya Tree deletes or de-identifies your Personal Data when the purpose of the processing has been fulfilled.

4. How is your personal data protected?

Protecting your personal data is of the utmost importance to The Papaya Tree, which is why we have implemented the necessary organizational and technical security measures to ensure that your Personal Data is protected against e.g. loss, manipulation and unauthorized access. These measures include, among other things, training for our employees, processes for how we handle information and how we build our IT infrastructure.

The purpose of our information security activities is to implement an appropriate level of information asset protection and preventive risk measures.

Our employees receive training in data protection and are responsible for fulfilling their obligations. Our partners are also obliged to ensure that their employees comply with the same regulations as we do, and that their employees meet the requirements for processing personal data.

We continuously adapt our security measures to technological developments in order to maintain a high level of security.

5. Cookies

The Papaya Tree uses cookies through its digital Services that automatically collect Personal Data about you (e.g. IP address and behaviour patterns). We use cookies in order to improve your experience and the security of our digital Services. See our cookie policy for which cookies this website uses and how to accept or decline them.

Who do you contact if you have any questions

Email: hello@thepapayatree.com

WhatsApp +94 78 716 3242