Privacy Policy

Hotel Divine Hills ("we", "us", "our", or "the Hotel") respects your privacy and is committed to protecting the personal data you share with us. This Privacy Policy outlines our practices regarding the collection, storage, usage, disclosure, and security of information when you visit our website, make a reservation, stay at our property, or interact with our services. By using our services, you consent to the data practices described in this document.

1. Information We Collect

We may collect and process the following categories of personal data:

• Identity & Contact Information: Full name, email address, phone number, postal address, date of birth, and government-issued ID (as required by local law for check-in).
• Reservation & Stay Data: Dates of stay, room preferences (Deluxe, Super Deluxe, Family Suite), special requests, number of guests, payment details (card information, UPI ID, bank transfer details), and billing records.
• Technical Data: IP address, browser type and version, time zone setting, browser plug-in types, operating system and platform, and other technology on the devices you use to access our website.
• Usage Data: Information about how you use our website, products, and services, including clickstream data, pages viewed, and time spent.
• Marketing & Communications Data: Your preferences in receiving marketing from us and our third parties, and your communication preferences.

We also collect non-personal data such as aggregated statistics about website traffic and room occupancy patterns, which do not identify any individual.

2. How We Collect Your Information

We use different methods to collect data from and about you including:

• Direct interactions: You provide us with your identity, contact, and payment information when you make a reservation online, by phone, email, or at our front desk, or when you subscribe to our newsletter or request services.
• Automated technologies: As you interact with our website, we may automatically collect technical data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs, and other similar technologies.
• Third parties or publicly available sources: We may receive personal data about you from online travel agencies (OTAs), booking engines, payment processors, or other partners involved in your booking.

3. Use of Your Personal Data

We will only use your personal data when the law allows us to. Most commonly, we use your data to:

• Process and confirm your room reservations, manage check-in/check-out, and provide hotel services (housekeeping, dining, room service, billing).
• Communicate with you regarding your stay, updates, or changes to your booking.
• Comply with legal obligations (e.g., maintaining guest registers as required by local authorities).
• Improve our website, guest experience, and develop new services.
• Send you promotional offers, newsletters, or special event invitations if you have opted in (you may unsubscribe at any time).
• Respond to your inquiries, complaints, or requests.
• Prevent fraud, ensure security, and enforce our terms and conditions.

We do not sell, rent, or trade your personal information to third parties for their marketing purposes without your explicit consent.

4. Legal Basis for Processing (for GDPR & Indian IT Act compliance)

For guests from the European Economic Area or as required by Indian law, our legal basis for collecting and using your data includes:

• Performance of a contract: To fulfill your reservation and provide accommodation services.
• Legitimate interests: To improve our services, maintain security, and prevent fraud.
• Legal obligation: To comply with local hospitality regulations, tax laws, and guest registration requirements.
• Consent: For marketing communications, cookies, and certain data processing activities where consent is required by law.

5. Sharing Your Information

We may share your personal data with selected third parties strictly for operational purposes:

• Service providers: Payment gateways, IT support, booking engine vendors, marketing platforms, and maintenance services who assist us in running our hotel. They are contractually bound to keep your data confidential and use it only for the specified services.
• Government & regulatory authorities: When required by law, such as sharing guest registration details with local police or tax authorities.
• Professional advisors: Lawyers, auditors, and insurers for risk management and legal compliance.
• Business transfers: In the event of a merger, sale, or asset transfer, your data may be transferred to the new owner, subject to the same privacy commitments.

6. Data Retention

We retain your personal data only for as long as necessary to fulfill the purposes for which it was collected, including legal, accounting, or reporting requirements. Typically:

• Guest reservation data is retained for 3 years after your stay for customer service and analytics.
• Guest registration records (C-Form) are kept for a minimum of 3 years as required by Himachal Pradesh tourism laws.
• Financial transaction data is retained for 7 years to comply with tax laws.
• Marketing data is retained until you opt-out or unsubscribe.

After the retention period, your data will be securely deleted or anonymized.

7. Data Security

We implement appropriate technical and organizational measures to protect your personal data against accidental loss, unauthorized access, alteration, or disclosure. These include:

• SSL encryption on our website for transmitting sensitive information.
• Access controls and restricted permissions to guest data within our staff.
• Regular security reviews and updates to our systems.
• Secure storage of physical guest registration records.

While we strive to protect your data, no transmission over the internet is 100% secure. Therefore, we cannot guarantee absolute security.

8. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to enhance your browsing experience, analyze site traffic, and personalize content. Cookies are small text files stored on your device. You can control cookie preferences through your browser settings; however, disabling cookies may affect functionality of certain site features. We use:

• Essential cookies: required for navigation and booking engine.
• Analytics cookies: to understand how visitors use our site (e.g., Google Analytics).
• Functional cookies: remember your language preferences or login details.

Third-party cookies from booking partners (e.g., online travel agencies) may also be present. By using our website, you consent to our use of cookies as described.

9. Your Privacy Rights

Depending on your location, you may have the following rights regarding your personal data:

• Access: Request a copy of the personal data we hold about you.
• Correction: Request correction of inaccurate or incomplete data.
• Erasure: Request deletion of your data where there is no compelling reason for us to keep it.
• Restriction: Request us to restrict processing of your data under certain conditions.
• Portability: Request transfer of your data to you or a third party in a structured format.
• Objection: Object to processing based on legitimate interests or direct marketing.
• Withdraw Consent: Where we rely on consent, you can withdraw it at any time.

To exercise any of these rights, please contact us at privacy@hoteldivinehills.com. We will respond within 30 days. You also have the right to lodge a complaint with your local data protection authority (e.g., in India, with the Ministry of Electronics & IT).

10. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal data from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us, and we will delete such information.

11. Third-Party Links

Our website may contain links to third-party websites (e.g., payment gateways, travel blogs, social media). Clicking those links may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy practices. We encourage you to read the privacy policy of every website you visit.

12. International Data Transfers

As a hotel in India, your data is primarily stored on servers located in India. If you are accessing our site from outside India, please be aware that your information may be transferred to, stored, and processed in India where our central database operates. By providing your data, you consent to this transfer. We ensure appropriate safeguards are in place to protect your data.

13. Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. The revised version will be indicated by an updated "Effective Date" and will be posted on this page. We encourage you to review this policy periodically. Material changes will be notified via a notice on our website or by email.

14. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data handling practices, please reach out to our Data Protection Officer (DPO) / Grievance Officer:

Hotel Divine Hills
Near Mall Road, Manali - 175131, Himachal Pradesh, India
Email: privacy@hoteldivinehills.com
Phone: +91 8219508869