Statement of Privacy Principles (last updated 20 September 2019)
Grand Chancellor Hotels located in Australia & New Zealand, hereafter referred to as GCH, is committed to ensuring that all Customer’s privacy is protected. We recognise and acknowledge the need for appropriate protection of all personal information provided by our Customers to us.
If you wish to receive further information about our products and services from time to time, please click here to subscribe to our e-news.
When booking a GCH property, you may receive operational and marketing communications relating to your stay, which you can opt out of at any time.
When staying at a GCH property, you will be asked upon check in whether you would like to opt out of any future marketing communications on the registration card. You can also unsubscribe to any marketing communications at any time.
When dining at a GCH property, you may receive operational and marketing communications relating to your booking or potential future visits, which you can opt out of at any time.
When booking and/or attending a conference or event at a GCH property your personal or company information may be collected for operational and transaction purposes. You may receive future marketing communications relating to such services, which you can opt out of at any time.
Please note that all EU citizens are automatically opted out of all marketing communications from all GCH properties (when known).
Please refer to the loyalty program Terms & Conditions for how we communicate with our members.
Please refer to the Social Media Terms & Conditions for how we work with User Generated Content.
Collection, Use and Retention of Information
We collect, use and retain information about you only if we reasonably believe it is justified, required and useful in order to conduct our business effectively and to provide you with information about products and services we believe will be of interest to you.
Information about you will also be collected in order to conduct business transactions as legally required, such as staying in one of our hotels.
The criteria used to determine our retention periods include:
- The length of time we have an ongoing relationship with you and provide any services to you.
- Whether there is a legal obligation to which we are subject to.
- Whether retention is advisable considering our legal position (such as, for statutes of limitations, litigation or regulatory investigations).
Information may be collected when you:
- Stay, dine or attend/book an event at any of our properties
- Use our online booking engine
- Make a booking or enquiry at any of our properties
- Use any of our enquiry forms on the Website
- Email or phone any of our Hotels or Loyalty Programs contacts
- Respond to a questionnaire or online survey
- Become a Loyalty Program member
- Visit our Website
Type of Information Collected
The type of personal information we collect about you will depend on what services you use on the Website and at the Hotels. This may include collecting your name and address, your email address, your contact address, company details, credit card details for booking transactions and whatever other information you choose to supply to us.
Our web server collects the following types of information for statistical purposes about Customers to the Website:
- Number of Customers who visit the Website
- Date and time of visits
- Number of pages viewed and length of time on the Website
- Content viewed
- Country or region of Customers
- Traffic patterns
- Name of the referring website (if relevant)
All of the web server data is anonymous and GCH will make no attempt to identify users or their browsing activities. The purpose of this information is to evaluate the performance of the Website and to improve the content and capabilities for its Customers.
Protection of Information
We maintain appropriate security standards and procedures in relation to the collection, use and retention of your information in order to prevent unauthorised access or disclosure.
Our Website booking engine uses the latest security protocols (TLS) to protect our guest’s information.
Your information is disclosed to our Hotel's employees on "a need to know" basis and we confirm that all such persons understand the importance of client confidentiality and privacy. All employees are bound by our internal Employee Confidentiality Policy as part of their employment agreements.
Should you contact us, our security procedures mean that we may request proof of identity before we are able to disclose any information to you.
Purpose and Use of Information Collected
All personal information collected by GCH will be used for our legitimate business interests and to ensure our loyalty and marketing programs are tailored to you.
If you prefer not to be contacted, Customers can 'unsubscribe' from any e-marketing programs.
We use personal data to provide services including:
- To facilitate reservations, payment, send administrative information, confirmations / pre-arrival and post stay messages, to assist you with meetings and events and to provide you with other information about the area and the property at which you are scheduled to visit.
- To complete your reservation and stay, for example, to process your payment, ensure that your room is available and provide you with related customer service.
- To provide relevant promotions and information which may be based on data you have provided and/or on your history with us as a customer.
We will use personal data to manage our contractual relationship with you, because we have a legitimate interest to do so and/or to comply with a legal obligation.
Loyalty Programs - we use personal data to:
- Offer and manage your participation in our loyalty programs
- Send you offers, promotions and information about your account status and activities
- Assess your benefits
- Administer points and redemptions
Business Purposes: we may use personal data for data analysis, audits, security and fraud monitoring and prevention (including with the use of closed circuit television, card keys, and other security systems), developing new goods and services, enhancing, improving or modifying our services, identifying usage trends, determining the effectiveness of our promotional campaigns and operating and expanding our business activities.
Updating, Maintenance and Accuracy of your Information
It is the intention of GCH to ensure that all information held relating to you is kept up-to-date, accurate and complete.
Please contact us at firstname.lastname@example.org should your personal details require changing or updating. We may require further identification to be able to process your request.
Access to your Information
If you wish to exercise your right to seek access to the personal information held by us, please contact us at email@example.com with your request. We may require further identification to be able to process your request.
We will endeavour to respond to requests from you to access your information in an efficient and timely manner.
Removing your Information
Please contact us at firstname.lastname@example.org should you wish your personal information to be removed from all marketing databases. We may require further identification to be able to process your request.
Please note that we are required legally to retain operational data relating to transactions for seven (7) years as per Australian and New Zealand taxation legislation.
Our Website may employ the use of "Cookies". These are small pieces of information that are stored by your browser on your computer's hard drive and which track and report back information about you to us. Most browsers automatically accept Cookies, but you can usually change your browser to prevent that if you wish. Please refer to the section below on how to opt out.
Search Engine Marketing & Remarketing
Use of Triptease Services
Disclosure to Third Parties
We do not disclose your personal information to any third party without your consent, except when necessary to protect against fraud or any other crime (usually by providing such information to a reputable reporting organisation) or in the unlikely event that we sell our business to the purchaser of that business.
We may in addition from time to time share non-personal, non-individual information in aggregate form with third parties for business purposes. For example we may inform our business partners the number of customers in certain demographic groups who purchased certain goods or services. This does not involve the disclosure of any personal information which can identify any particular customer in any way.
The Website may contain hyperlinks which may enable you to leave the Website. GCH does not review or monitor any websites linked to and from our Website and is not responsible for the content or accuracy of any such linked websites.
Your linking to any websites is at your sole risk and subject to the terms and conditions of those sites. GCH is not responsible for the information, products, or services obtained on such other sites and will not be liable for any loss or damage arising from your access to or use of such sites. Any links to other websites are provided for the convenience of the Customers of the Website and the inclusion of these links does not imply an endorsement of the linked sites or the content therein.
Questions or Comments
Chief Privacy Officer
Grand Central Management
PO Box 10 047
- GCH - Hotel Grand Chancellor properties as listed on the grandchancellorhotels.com website.
- Website - grandchancellorhotels.com website and booking facility including their Loyalty Programs.
- Customer - any person using grandchancellorhotels.com website, staying, dining or attending an event at any Hotel Grand Chancellor property where your personal data has been shared with GCH.