This Privacy Policy explains how Grupo Hoteles Roland collects, uses, shares, and protects personal information obtained from guests, users of our websites, and individuals who interact with our services. By making a reservation, using our websites, subscribing to communications, or staying at any of our properties, you acknowledge and accept the practices described in this Policy.
- Information Covered by This Policy
This Policy applies to all personal information collected about you by Grupo Hoteles Roland through any of the following:
- Hotel reservations, check-ins, and service requests
• Our websites, online booking engines, and digital communication channels
• Marketing campaigns, surveys, and promotional programs
• Third-party sources permissible under applicable law
Personal information means any data, or combination of data, that can be used to identify you directly or indirectly.
Grupo Hoteles Roland is not responsible for the privacy practices of external websites. We recommend reviewing the privacy policies of any site you visit outside our domain.
- Information We Collect
We may obtain information about you from:
- Information you provide directly
• Information automatically collected through website or service usage
• Information obtained from third-party sources when legally permitted
2.1. Information You Provide Directly
You may provide information to us voluntarily when:
- Making a reservation or creating a guest profile
• Contacting us for service requests or communication preferences
• Participating in promotions, surveys, or research programs
• Using our websites or subscribing to newsletters
Examples of information you may provide include:
- Full name, email address, mailing address
• Phone number
• Date of birth
• Account login details when applicable
• Demographic information (such as gender or household data)
• Consumer preferences or travel behavior information
• Payment details (credit/debit card information or billing data)
• Communication and marketing preferences
• Information about third parties you authorize us to contact
• In limited research contexts, voluntarily provided biometric or behavioral data
2.2. Information We Collect Automatically
Through cookies and similar technologies, we may collect:
- Browser type and operating system
• Pages viewed and links clicked
• IP address
• Device identifiers
• Referring websites
• Interaction with marketing emails (open, forward, clicks)
• Search behavior within our platforms
• Booking patterns and preferred services
2.3. Information From Other Sources
When legally permitted, we may supplement the information above with:
- Public records or commercially available databases
• Demographic profiles
• Interests and consumer behavior indicators
• Social media content or publicly posted activity
• Market research data
We may combine information from various sources to improve service quality and personalization.
- How We Use Personal Information
We use your information for operational, administrative, and marketing purposes, including to:
- Process reservations, payments, and hotel services requested
• Provide personalized offers, upgrades, and in-hotel experiences
• Deliver customer support and respond to inquiries
• Manage loyalty programs, promotions, or contests
• Improve our products, services, and operational efficiency
• Develop targeted advertising and digital marketing campaigns
• Analyze website usage and service performance
• Detect and prevent fraud or unauthorized activity
• Enforce our Terms and Conditions
• Comply with legal and regulatory requirements
Where required by law, we will obtain your consent prior to sending promotional communications.
- Your Choices and Access to Information
4.1. Communication Preferences
You may choose how you prefer to receive communications:
- Email
• Mobile messages
• Postal mail
Promotional messages are only sent when you explicitly opt in, and you may unsubscribe at any time by following the instructions included in each communication.
Unsubscribing from promotional messages does not affect service-related communications (such as reservation confirmations).
4.2. Access and Updates
We take reasonable steps to keep your information accurate and up to date.
You may request to view, update, or correct your personal information by contacting the Hotel directly or through available online account tools when applicable.
- Cookies, Web Beacons, and Other Technologies
5.1. Cookies
We use cookies to personalize your online experience, analyze website behavior, and improve functionality. Cookies may store:
- User preferences
• Session identifiers
• Analytics data
Most browsers automatically accept cookies, but you may decline them through browser settings.
5.2. Web Beacons
Web beacons may be used in webpages and emails to:
- Measure engagement
• Track email opens or forwards
• Deliver personalized advertising
You may disable web beacon tracking by rejecting cookies.
5.3. Other Technologies
We may also use:
- Session variables
• Browser plugins
• Third-party advertising tags
These technologies allow us to enhance functionality, ensure system security, and provide tailored services.
- Sharing of Information
Grupo Hoteles Roland does not sell personal information. We only share your information under the conditions described below:
6.1. Service Providers
We may share information with trusted external service providers who support our operations, including:
- Website hosting and IT services
• Payment processing
• Email or SMS delivery
• Customer support systems
• Data analytics and market research
• Reservation engines and property management systems
These providers receive only the data necessary for their tasks and must protect it according to contractual obligations.
6.2. Joint Marketing (Where Permitted by Law)
We may collaborate with business partners to deliver co-branded or joint promotional messages.
Your data is not disclosed to those partners directly; instead, a secure third-party processor manages the communication.
6.3. Other Circumstances
We may disclose personal information:
- If required by law, court order, or government request
• To protect the rights, safety, or property of Grupo Hoteles Roland
• In connection with an acquisition, merger, or business transfer
6.4. Aggregated and Non-Identifiable Data
We may share anonymized data for analytics, benchmarking, and business strategy purposes.
- Data Security
We implement administrative, technical, and physical safeguards to protect your information from unauthorized access, disclosure, alteration, or destruction.
However, no data transmission or storage system is fully secure; therefore, we cannot guarantee absolute protection. - Data Retention
We retain personal information for as long as necessary to:
- Fulfill the purposes described in this Policy
• Comply with legal obligations
• Resolve disputes
• Maintain business records
Retention periods may vary based on regulatory requirements and operational needs.
- Children’s Privacy
Our services are not directed to minors under the age of 18.
We do not knowingly collect personal information from children.
If such information is identified, we will take steps to delete it in accordance with applicable law. - International Transfers
When personal data is processed or stored outside Costa Rica, such transfers are performed in compliance with applicable data protection laws and with appropriate safeguards. - Changes to This Privacy Policy
Grupo Hoteles Roland may update or modify this Policy at any time.
The version in effect will be the one published on our official website and available at our hotel receptions. - Contact Information
For questions, requests, or to exercise your data protection rights, you may contact:
Grupo Hoteles Roland
