Privacy Policy

SOUTH PACIFIC MANAGEMENT PRIVACY POLICY

SOUTH PACIFIC MANAGEMENT Is committed to respect and protect   its clients’ private life. The present Privacy Chart adopted by our Company allows you to stay informed regarding the data we collect from our hotel clients and from visitors to our websites:  www.spmhotels.com and www.spmhotelsgroup.com

In addition, we present you with the reasons why we collect them and the way in which SOUTH PACIFIC MANAGEMENT uses this information.

  • WHAT IS THE PERSONAL INFORMATION COLLECTED?

SOUTH PACIFIC MANAGEMENT collects the following “personal information”: name, first name, address, email, telephone number, age, gender, image, credit card, and passport details, amounts spent at hotel, flight information (arrival and departure times), as well as any complaints and specific requests from the client.

  • WHY DO WE COLLECT THE CLIENTS PERSONAL INFORMATION?

1/ To guarantee a high-quality service to our customers.

SOUTH PACIFIC MANAGEMENT collects personal information from clients staying at hotels it represents. This is done in order to guarantee that they enjoy the best possible experience during their stay.

The information collected allows us to better manage reservations and to offer a high-quality service to the client.

2/ To better inform or clients

The data obtained is also used by SOUTH PACIFIC MANAGEMENT to send personalized offers and services. Such information is mainly sent via electronic newsletters. Some personal information may be shared with partner companies such as the call center (WE ARE YOU), emailing platforms (MAILCHIMPS, MAILPERFORMANCE) and reservation centers (FASTBOOKING) or directly with represented companies.

Our partners have committed themselves to respect the confidential nature of the data shared with SOUTH PACIFIC MANAGEMENT.

Our clients have the possibility to decline receiving information from SOUTH PACIFIC MANAGEMENT or its partners. For this, they need to send us an email at the following address:  webmarketing@spmhotels.pf

  • HOW IS THE PERSONAL INFORMATION COLLECTED?

ON OUR WEBSITE

1.When a user visits our website

When a user visits our website, he receives a “cookie” and also an identifier assigned to his computer. With a cookie, it is possible to record a user’s behavior on a given website. Cookies give the user a personalized experience and provide SOUTH PACIFIC MANAGEMENT with personal information that will be used for marketing purposes.

Cookies are used to improve the customer’s experience on www.spmhotels.com  and   www.spmhotelsgroup.com and to offer targeted advertising that may interest the users.

If the user does not block the use of cookies, this is then considered to be a de facto acceptance of the way the collected data is being exploited by SOUTH PACIFIC MANAGEMENT.

One should be aware of the fact that the main data analyzed and collected through cookies are: the number of visits, the time spent on the site and the users ‘geographical location. Thanks to this data, we can continually update and improve our website.

If the user does not want to accept cookies, he can have them blocked by adjusting the settings of the browser he is using.

 2. When a user browses on our website.

When a user browses on our website, his personal identity is not communicated. In fact, the tools we have only allow us to know which the pages are he consulted, the length of time of his visit, his origin and his sex. This anonymous data is provided to us through the Google Analytics tool and we use it to improve our editorial line and the overall quality of our website.

Nevertheless, if a user visits our website and wishes to make contact with us via the Contact Form, he will then be asked to give his personal information, such as his name, first name, address, email and telephone number.

This data is requested in order to better meet our customers’ requirements. When a customer provides us with his personal data, he / she confirms that he / she has read the terms and conditions of the Privacy Chart and that he / she agrees with its terms and conditions. In the event that the customer does not wish to provide such personal information via the Internet, it is possible to contact our Booking Office by telephone at +(689)40 50 84 45.

Additionally, when a customer subscribes to the newsletter, the following information is passed on to us: name, first name, date of birth and email address.  This information is added to our mailing lists stored on the MAILCHIMPS or MAILPERFORMANCE tool.  This allows SOUTH PACIFIC MANAGEMENT to send personalized electronic newsletters to its customers.

To be added to these lists requires the client’s approval. It should also be noted that these lists are for internal use only: our data bases are never sold nor rented out to third parties.

Moreover, all our clients have the possibility to request at any time the withdrawal of their information from these lists. As a matter of fact, a client has the right to accept or to refuse any form of communication from our company.

3.When a client makes a reservation on our website.

In case of a reservation made on our website, the user must fill a form that includes his personal information and his credit card details. Once the client has validated the form, his credit card number is loaded onto our data basis. The information collected is then used by our reservation staff to validate the bookings.

All transactions done on our website are then loaded onto to our reservations system and into our archives. These data allow us to better handle requirements regarding the transaction that is taking place, but also to prepare the arrival and departure of our clients, together with payment of the reservation.

WHEN A CLIENT MAKES A RESERVATION ON OUR WEBSITE

It is possible to make a reservation by contacting our French Polynesia based Reservations Center or through “WE ARE YOU”, our Reservations Center in the United States. Clients must then provide the following personal information: name, first name, email address, telephone number and means of payment.

The personal data collected will be sent to the hotel concerned. Confirmation of the reservation will then be sent to the client, usually by email.

DURING YOUR STAY IN A HOTEL MANAGED BY SOUTH PACIFIC MANAGEMENT

During the client’s stay, the hotel keeps a record of his detailed expenses in order to correctly issue the customer’s bill. This includes the room rate and all other expenses charged to the room. The hotel must also record that information in order to comply with financial reporting requirements, including those imposed by auditors and government regulators.  In accordance with local regulations, the hotel may need to collect certain information (eg Passport number). Information specific to a given stay might also be kept (health problems, payment difficulties, specific requests, complaints, etc…). This information, collected during the whole stay, is kept in the hotel management system. Some information regarding service preference may be provided to SOUTH PACIFIC MANAGEMENT through the management booking platform. In any case, it is always possible to inform the hotel or SOUTH PACIFIC MANAGEMENT that the customer does not wish to share certain personal information.

Moreover, the hotel may be required to keep the contents of any document (including letters, comments, emails …) that the customer has sent before, during and after the stay. This information may be communicated to SOUTH PACIFIC MANAGEMENT. Finally, in anticipation of a stay, the hotel may have to collect the photo of the customer accessible on the internet in order to recognize the customer upon arrival and to offer him an adapted and personalized customer service.

 

  • HOW IS PERSONAL INFORMATION STORED BY SOUTH PACIFIC MANAGEMENT?

 

The personal information regarding the clients is stored, used and transferred for treatment, according to the local laws, the judicial, police and territorial security authorities. This data can also be collected for marketing purposes in order to improve customer experience at the hotels

1.HOTELS MANAGED by SOUTH PACIFIC MANAGEMENT

The hotel keeps all customers’ personal information in a secure location, in particular in database form and archived in filing cabinets and, also, in the hotel reservation system.

This information is only accessible by hotel staff for the overall smooth running of the hotel and the optimization experienced by the guests staying at our hotel.

As the property manager, SOUTH PACIFIC MANAGEMENT may also use this personal information to define the hotel’s marketing strategy and actions. The main customers’ information of the exploited are: the origin, the age, the average basket, the average duration of stay, the behaviors, the complaints and specific requests as well as the email addresses

.2. IN OUR CENTRALIZED SYSTEM OF RESERVATIONS

In order to ensure a quality service, we store the profiles of each of our customers in our centralized reservation system.

Thus, when a customer makes a reservation, information is transmitted to the hotel.

Further information about the transaction is also stored in our system, such as the number of stays in the hotels we represent and the number of nights spent at each stay. All this information is collected for the purpose of guaranteeing a better service and to continually improve the customer experience within our properties.

3-WITHIN OUR MARKETING DEPARTMENT

SOUTH PACIFIC MANAGEMENT collects and maintains databases of customer information for commercial, marketing and managerial purposes. Customers will only receive the information they have agreed to receive. Any information sent is accompanied by clear instructions on how to proceed to stop receiving promotional content.

 

  • IS THE INFORMATION SECURELY STORED?

Despite all the efforts to protect the privacy of the customer personal information that we maintain in our archives and operating system, we cannot guarantee absolute security.

In fact, the protection of our customers’ information may be compromised by fraudulent access or use, by material or technical failure, or various other factors.

Despite, a deployment of contractual protections, we are not able to guarantee the protection of personal information hosted by third parties.Please also note that email communications are not secure. The use of e-mails carries a risk. It is necessary to keep in mind that when a customer requests information or sends us forms by e-mail (for example, from the “Contact us” section of our website), these exchanges are not secure. It is therefore important not to include confidential information (eg credit card number) when a customer sends us an email. For customer protection, the responses sent by the hotel will not contain any confidential information.

Finally, for the sake of caution, it is recommended to close browsers when a user has finished using a form or booking site.

 

  • WHAT PERSONAL INFORMATION CAN BE TRANSMITTED TO THIRD PARTIES?

We reserve the right to pass our customers’ personal information onto agents, subcontractors or third-party service providers in the facilities we manage to best meet the needs of our customers. However, SOUTH PACIFIC MANAGEMENT uses contractual or other commitments to ensure that such third parties protect personal information in accordance with the principles set forth in our Privacy Policy.

Personal information is shared with the entities we manage according to the conditions set out above.

We will only share personal information with the client’s consent in cases where: (a) it is required or permitted by law (for example, witness summons); (b) this is necessary to provide the services requested by the customer, in which case the consent will be presumed (for example, for a car rental); (c) the stay has been paid by a third party, in which case we will provide the billing information to the paying party; (d) the customer has not settled his debit balance at the hotelIf SOUTH PACIFIC MANAGEMENT suspects that an illegal activity is taking place, the hotel reserves the right to transmit its findings or suspicions to the police or any other law enforcement agency.

Moreover, for the customers having subscribed to our newsletter, their e-mail addresses will then be inserted into our database stored by the MAILCHIMPS & MAILPERFORMANCE websites and archived on our server.

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  • HOW CAN A CUSTOMER CONSULT HIS PERSONAL INFORMATION?

Customers who wish to know what personal information we hold about them, can send us their request by email at the following address < info@spmhotels.pf> . However, in order to protect personal information, we will ask the customer to prove his identity at the time of the request.

If the client makes a request in person, we will ask him to present an ID with photo identification, such as a passport or driver’s license. He will also have to have to sign an application form.

If the request is made by other means, it will need to be formulated it in writing and send to us by e-mail, fax or mail, together with copy of the ID and signature of the client.  We will also need the home address and telephone number so we can verify that they match the ones we have in our files and confirm the identity.

The above information is needed to create an audit trail regarding  the way  the request was handled. We may retain all correspondence related to the request and add it to the customer’s personal information.In certain circumstances, SOUTH PACIFIC MANAGEMENT reserves the right to decline access to personal information. Should  we decide not to disclose a client’s personal information, we will indicate the reasons for this non-disclosure.

 

  • HOW CAN A CUSTOMER CHANGE HIS PERSONAL INFORMATION ?

If, at any time, a customer wishes to update or consult his personal information, he can contact us:

  • by email : res@spmhotels.pf
  • by fax : +689 40 42 99 14
  • by mail to:

South Pacific Management

BP 460

98 713 Papeete – Tahiti – French Polynesia

 

  • HOW LONG IS THE PERSONAL INFORMATION RETAINED?

Personal information will be stored for the duration provided by the applicable law or regulation. It could be retained indefinitely, subject to a professional motive. Occasionally, we will suppress the personal information if the customer has not stayed in the hotels we manage for several years.

 

  • HOW TO KNOW IF CHANGES ARE MADE TO THIS PRIVACY POLICY ?

If we decide to make important changes to our Privacy Policy, we will post them on our websites <www.spmhotels.com> and <www.spmhotelsgroup.com> so that our customers know how all times  how we handle personal information. Minor changes can be made and published as a revised policy. Such changes will not be applicable retroactively to personal information for  which you had agreed prior to  the changes to the Privacy Policy came into force, except as required by law.  If we decide to use personal information in a manner different from that provided by this Privacy Policy, we will notify our customers by email sent to our customers’ last known addresse. If a customer does not accept the new use of personal information, he may refuse in writing. If the customer does not express any objection object, he will be deemed to have consented to the new use of the personal information.

 

  • CAREERS

Our “careers” section on <www.spmhotels.com> and <www.spmhotelsgroup.com> allows people who wish to be considered for a potential job to send their resume for consideration. We will not use the information provided for any purpose other than to determine whether you qualify for a potential job with the SOUTH PACIFIC MANAGEMENT Group.

 

Date of entry into force: May 25, 2018