Because we consider you an important customer, our first priority is to offer you exceptional times and stays throughout the world.
Your complete satisfaction and confidence in Accor S.A. are absolutely essential to us.
That's why, as part of our commitment to meeting your expectations, we have set up a customer privacy protection policy. This Charter formalizes our commitments to you and describes how Accor S.A. uses your personal data.
The main rules applicable within the Accor Group worldwide (Accor S.A. and its subsidiaries) are founded onseven principles.
"Personal data" means any information collected and logged in a format that allows you to be identified personally, either directly (e.g. name) or indirectly (e.g. telephone number) as a natural person. Before providing us with this information, we recommend that you read this document describing our customer privacy protection policy.
This Personal Data Protection Charter forms part of the terms and conditions that govern our hotel services. By accepting these terms and conditions, you expressly accept the provisions of this Charter.
The seven principles below are applicable within the Accor Group throughout the world.
For any questions concerning the seven principles of Accor Data Protection, please contact the Data Privacy department whose details appear in the clause "Access and modification".
This Charter applies:
Although our customer privacy protection policies cannot be imposed on our franchised hotels, Accor S.A. will do its utmost to promote the seven principles set out in this Charter so that our franchises comply with the applicable laws in relation to the processing of your personal data.
At various times, we will be obliged to ask you, as an Accor S.A. customer, for information about you and/or members of your family, such as:
The information collected in relation to persons under 18 years of age is limited to their name, nationality and date of birth, which can only be supplied to us by an adult. We would be grateful if you could ensure that your children do not send us any personal data without your consent (particularly via the Internet). If such data is sent, you can contact the Data Privacy department ("Access and modification" clause) to arrange for this information to be deleted.
We do not deliberately collect sensitive information, such as information concerning race, ethnicity, political opinions, religious and philosophical beliefs, union membership, or details of health or sexual orientation.
Moreover, depending on applicable local laws, other information could be considered sensitive, such as your credit card number, your leisure activities, personal activities and hobbies, and whether or not you are a smoker. We may be obliged to collect such information in order to meet your requirements or provide you with an appropriate service, such as a specific diet.
In this case, depending on the laws in force in certain countries, your prior consent may be required with regard to the collection of sensitive information.
Personal data may be collected on a variety of occasions, including:
We collect your personal data for the purposes of:
As we are present in many countries, we endeavor to provide you with the same services throughout the world. Thus, to guarantee you the right of access and amendment ("Access and modification" clause), we have to share your personal data with internal and external recipients subject to the following conditions:
a. Within the Accor Group, in order to offer you the best service, we can share your personal data and give access to authorized personnel from the Group, including:
b. With service providers and partners: your personal data may be sent to a third party for the purposes of supplying you with services and improving your stay, for example:
c. Local authorities: We may also be obliged to send your information to local authorities if this is required by law or as part of an inquiry and in accordance with local regulations.
For the purposes set out in Clause 7 of this Charter, we may transfer your personal data to internal or external recipients who may be in countries offering different levels of personal data protection.
Consequently, in addition to implementation of this Charter, Accor S.A. employs appropriate measures to ensure secure transfer of your personal data to an Accor entity or to an external recipient located in a country offering a different level of privacy from that proposed in the country where the personal data is collected.
As part of these activities, your data may be sent, in particular as part of the reservation process, to Accor hotels located outside of the European Union, in particular in the following countries: South Africa, Algeria, Andorra, Saudi Arabia, Argentina, Australia, Bahrain, Benin, Brazil, Cambodia, Cameroon, Canada, Chile, China, Colombia, South Korea, Ivory Coast, Cuba, Egypt, United Arab Emirates, Ecuador, United States of America, Fiji, Ghana, Guatemala, Equatorial Guinea, India, Indonesia, Israel, Japan, Jordan, Kuwait, Laos, Lebanon, Madagascar, Malaysia, Morocco, Mauritius, Mexico, Monaco, Nigeria, New Zealand, Oman, Uzbekistan, Panama, Paraguay, Peru, Philippines, Qatar, Dominican Republic, Russia, Senegal, Singapore, Switzerland, Chad, Thailand, Togo, Tunisia, Turkmenistan, Turkey, Ukraine, Uruguay, Vietnam, Yemen, Taiwan, Hong Kong, Macao, Dubai.
Dataflows to countries having different levels of personal data protection are regulated by standard contractual manager-to-subcontractor clauses defined by the European Commission. Dataflows to the United States are made to entities that belong to Safe Harbor.
Accor S.A. takes appropriate technical and organizational measures, in accordance with applicable legal provisions, to protect your personal data against illicit or accidental destruction, accidental alteration or loss, and unauthorized access or disclosure. To this end, we have taken technical measures (such as firewalls) and organizational measures (such as a user ID/password system, means of physical protection etc.). When you submit credit card data when making a reservation, SSL (Secure Socket Layer) encryption technology is used to guarantee a secure transaction.
These tracers may be installed on your device depending on the preferences that you expressed or may express at any time in accordance with this policy.
1. Why have a cookies policy?
With a view to provide information and ensure transparency, Accor established this policy so that you can learn more about:
2. What is a cookie?
Cookies and other similar tracers are packets of data used by servers to send status information to a user's browser and return status information to the original server through this same browser.
The status information can be a session identifier, a language, an expiration date, a response field or other types of information.
During their validity period, cookies are used to store status information when a browser accesses various pages of a website or when the browser returns to this website at a later point.
There are different types of cookies:
Cookies strictly necessary for browsing the Accor Websites and the ability to use all of their features, and intended in particular to:
Cookies for features intended in particular to:
Cookies for visitor tracking are aimed at improving the comfort of users by helping us understand your interactions with Accor Websites (most visited pages, applications used, etc.); these cookies may collect statistics or test different ways of displaying information in order to improve the relevance and usability of our services.
Advertising cookies are intended to (i) offer you, in advertising spaces, relevant, targeted content that may be of interest to you (best offers, other destinations, etc.) based on your interests, browsing behavior, preferences, and other factors, and (ii) reduce the number of times that the advertisements appear.
Affiliate cookies identify the third-party website that redirected a visitor to Accor Websites.
Social network cookies, set by third parties, allow you to share your opinion about and content from Accor Websites on social networks (for example, the "Share" or "Like" application buttons for social networks).
The social network applications on Accor Websites as mentioned above can in some cases allow the social networks concerned to identify you even if you did not click on the application button. This type of button can allow a social network to track your browsing on Accor Websites, simply because your account in the social network concerned is enabled on your device (open session) while you are browsing.
We recommend that you read the policies of these social networks to familiarize yourself with how they use the browsing information they may collect, especially with regard to advertising. These policies must specifically allow you to make choices on these social networks, particularly by configuring your user accounts for each of them.
The installation of certain cookies is subject to your consent. Also, when you first visit the Accor Websites, you are asked whether you agree to the installation of this type of cookie, which is only activated after your acceptance.
This process is supported by means of an information banner on the home page of the Accor Websites, which informs you that by continuing to browse, you are agreeing to the installation of cookies that require consent on your device.
You can change your mind at any time using the various methods described in section "Deleting and/or blocking cookies".
5. Deleting and/or blocking cookies
You have several options for deleting cookies and other tracers.
Although most browsers are set by default to accept cookies, you can, if you desire, choose to accept all cookies, always block cookies, or choose which cookies to accept based on their senders.
You can also set your browser to accept or block cookies on a case-by-case basis before they are installed. Your browser also allows you to regularly delete cookies from your device. Remember to configure all the browsers in your different devices (tablets, smartphones, computers, etc.).
Regarding management of cookies and your preferences, configuration varies for each browser. This is described in the Help menu of your browser, as well as how to edit your preferences with regard to cookies. For example:
Saving a cookie to your device depends on your wishes, which you can exercise and change at any time and free of charge using the settings offered by your browser software.
If your browser is set to accept cookies on your device, the cookies embedded in the pages and content that you view may be temporarily stored in a dedicated space on your device. They can only be read by their issuer.
However, you can set your browser to block cookies. Keep in mind that if you set your browser to block cookies, some features, pages and spaces on Accor Websites will not be accessible, and we cannot be held responsible in this case.
Specialized advertising platforms
Several professional advertising platforms also give you the option to accept or block cookies used by companies that are members. These centralized mechanisms do not block the display of ads; they simply prevent the installation of cookies that tailor ads to your interests.
For example, you can visit the website http://www.youronlinechoices.com to prohibit the installation of these cookies on your device. This website is offered by digital advertising professionals brought together within the European Digital Advertising Alliance (EDAA) and managed in France by Interactive Advertising Bureau France.
We retain your personal data only for the period necessary for the purposes set out in this Charter or in accordance with the provisions of applicable law.
You have the right to access your personal data collected by Accor S.A. and to modify it subject to applicable legal provisions.
To this end, you may exercise your rights pertaining to the personal data held at a hotel and should contact the hotel directly.
You may also exercise your right to object by writing to the address below.
In the event of difficulty exercising your rights, please contact the Data Privacy department for the Accor Group directly by sending an email to firstname.lastname@example.org or by writing to the address below:
Département Protection des Données Personnelles
110, Avenue de France
75210 Paris Cedex 13, France
For the purposes of confidentiality and personal data protection, we will need to identify you in order to respond to your request. You will be asked to include a copy of an official piece of identification, such as a driver's license or passport, along with your request.
If your personal data is inaccurate, incomplete or not up to date, please send the appropriate amendments to the Data Privacy department as indicated above.
All requests will receive a response as swiftly as possible and in accordance with applicable law.
We may modify this Charter from time to time. Consequently, we recommend that you consult it regularly, particularly when making a reservation at one of our hotels.
For any questions concerning the Accor Group's personal data protection policy, please contact the Data Privacy department ("Access and modification" clause).