A Telrua – Soc. Gestão Hoteleira, Lda., the company that owns the SKYNA HOTELS brand, takes the task of safeguarding your privacy and that of your personal data very seriously. Our privacy policy describes the information that is collected about hotel guests, visitors to our website, customers of our restaurant and direct contacts through our reservations department, and how Telrua – Soc. Hotel Management Ltd. uses this information for the satisfaction of our customers. This Privacy Policy has been validated by our legal department
The expression “Personal Information” refers to any information about the customer, as an individual, such as his name, address, nationality, age/date of birth, email, telephone contact and information about the credit card and document of identification.
Your Personal Information is collected to help us make your reservation and provide you with the services you request at any of our hotels, to ensure that your needs are met during your stay with us and/or so that we can contact you regarding matters relating to your stay with us. Our aim is to provide you with a high quality service, whether you stay with us just once or on several occasions. By keeping certain stay-related Personal Information on file, such as guest history information and detailed spending lists, we are able to confirm past transactions and cross-check statements or invoices.
We may use the Personal Information that you provide and that we collect from our business partners to inform you about promotions or offers or other issues that may interest you via email or other means of contact. To this end, your information may be shared with third parties, including a customer relationship management company and/or a marketing or communications company. Companies are contractually bound to Skyna Hotels, and are obligated to protect all guest information that they may have access to. If you do not wish to receive information from us, you can express your intention in your accommodation bulletin during your stay with us or send an email to: dpo@telrua.com.
Finally, we want to contact Guests to make inquiries or to receive their opinions about our properties and the provision of services. Such information may be collected by our subcontractors, who are contractually bound to protect your Personal Information, as explained below. Occasionally, we will combine information about multiple Guests to better understand trends and expectations. When this happens, all identifying elements are removed and the aggregated information cannot be associated with any specific Guest.
When you visit our website, a “cookie” is assigned to your computer and your computer receives an ID number. A cookie is a commonly used device that tracks a user’s individual preferences and is capable of enhancing your visit to the website. Cookies allow us to provide a personalized experience without the visitor having to remind us of their preferences each time they visit our website. If you log in as a registered user, our cookies may collect personal data for marketing purposes, and to make website content more relevant and easier to use. Our cookies are used to improve your experience on our website and to provide you with advertising that may be of interest to you. We do not share your activity with any third parties, nor do we collect information from other websites you may visit. By not blocking the use of cookies, you are deemed to have authorized the use of cookies.
We also use cookies to collect and maintain aggregate website data (such as the number of visitors to a particular site), which helps us to see which areas are more or less popular with our users. Among other things, this helps us to improve and update the website, based on data such as the total number of visitors and pages viewed.
If you do not wish to accept cookies, you can block them by changing your internet browser settings. However, visitors must understand that by refusing cookies, this will affect their ability to benefit from the amenities provided by their use, and they will not be able to use certain personalization features associated with the creation of their user profile. Please note that as this is a setting of your internet browser, this setting may also block cookies for other websites you visit.
Once you have visited our website and accepted our cookies, your ID number is automatically assigned to your computer whenever you visit our website. Despite the fact that you remain anonymous until you enter Personal Information on the website, the ID number allows us to record your session, so that we can better assist you in case you need any service or individualized support. When you enter Personal Information on the website, we associate your ID number with your contact information so that we can recognize you on a future visit. We also use it to find information that may be of particular interest to you.
While browsing our website, you also provide us with information that does not reveal your personal identity, such as the type of destination you are seeking information about. We use this aggregated anonymous data primarily for editorial purposes, but we do not associate it with any Personal Information, such as your name or address.
As you explore our mobile Application looking for information of interest to you, you will provide us with Personal Information when you create a profile or access an existing profile.
As you explore our website looking for information of interest to you, you may wish to submit a specific “Information Request” about one of our hotels, or you may wish to participate in one of our online surveys or promotions. In order to respond to this request or to participate in our various programs, we may ask you for Personal Information, such as your name, zip code, email address and telephone number. we will use it for the purpose that we have specified to you, including in this Privacy Policy. We will only send you emails if you so wish and you can choose between a set of alternatives through which you can receive a response to a request. By transmitting your personal data, you are acknowledging and accepting the terms and conditions established in this Privacy Policy. If you do not prefer to provide this information over the Internet, you can always contact our Global Reservations Office for more information. If you wish, you can also send us your email address to be included in a subscription list or to receive other information. You will only be included on these lists if you express your desire to do so. When deciding whether or not to be included in these lists, please note that they are only used for internal purposes – we do not sell or rent our lists to anyone. If you decide to be included in our lists, you can request that your name be removed from them at any time. Visitors will always have the possibility to accept or decline any form of communication from Skyna hotels.
When making a purchase, such as a gift card, you will be asked to fill in a form with your contact and payment information. The form is secure. When you have finished filling out the form, your credit card number will be verified using a verification sequence and, upon confirmation, we will authorize payment of the amount shown on your order form. Once your transaction is confirmed, you will see a “Thank you” window and, if you requested a confirmation email, it will be sent to you within a few minutes. Again, due to the personal nature of the information provided when making a purchase through our website, the form is secure, so your credit card number is protected with the most sophisticated encryption technology available and is transmitted in a private network. Purchase transactions are assisted by third party payment processors in Canada who are contractually obligated to protect the privacy of your Personal Information. We maintain a transaction log file on our website which excludes your credit card number. credit, associated with your ID number. We will later use this information to help resolve any questions about your transaction. Occasionally, for the purposes of identifying user patterns, we also aggregate information from a range of web visitors, without identifying any user.
You can search for rates and availability at our hotels without being asked for any Personal Information.
Visitors who choose to book online will be required to complete a booking profile when making a booking. When creating a booking profile, you will be asked to provide specific Personal Information, including your name, address and contact information, as well as certain guarantee and deposit information to secure your booking, such as of your credit card. By transmitting your personal data, you are acknowledging and accepting the terms and conditions established in this Privacy Policy.
Your credit card number will be verified using a verification sequence, but we do not authorize any payments at this stage.
Due to the personal nature of the information you provide when making a reservation through our website, the reservation system is secure, whereby your credit card number is protected with encryption technology and transmitted over a private network.
We also receive a copy of the booking profile on our website, excluding your credit card number, associated with your ID number. We will subsequently use this information to create a record in our website’s database.
Occasionally, for the purposes of identifying user patterns, we also aggregate information from a range of web visitors, without identifying any user.
Reservations can also be made by contacting one of our Reservations Department or by contacting a hotel directly. When making a reservation, we may ask you for Personal Information such as your name, address, telephone number and method of payment. We may also retain your room preferences or special requests. Personal Information obtained by the Reservations Department will be sent via secure communication to the hotel or resort in question. Generally, your booking confirmation will be emailed to you directly by the hotel or resort.
During your stay, we record a detailed list of your expenses in order to correctly calculate your account, which includes your room rate and other expenses charged to your room. We also record this information to comply with financial reporting requirements, including those required by our auditors and regulators. We may also collect certain information as required by local law (eg passport number or identification document). This stay-specific information is stored in the property management system at the particular hotel where you stayed and is associated with information from previous visits to that hotel. We may also store specific information about your stay (eg health problems, payment difficulties, special requests, service issues) in order to meet your expectations and so that our teams can provide the appropriate service. Specific information that constitutes sensitive data will be subject to special care on our part. If you do not want personal preferences to be shared, you must inform the Hotel.
In addition, we may retain the content of any documents (including letters, comment cards, electronic documents such as emails or other similar forms of communication) that you send to us before, during or after your stay. This information may be shared with hotel staff.
Telrua keeps Personal Information in a secure place, whether it is a database or a file. In addition, we take steps to ensure that only designated persons have access to this information. Telrua, as property manager, may use your Personal Information to create a guest profile that is stored in our property management systems. The saved guest profile may include the guest’s name, address, phone numbers, email and credit card number. The guest profile may also include certain information regarding your service preferences.
In order to serve you better, we also store your guest profile in our Central Reservation System (“InovGuest”), whose data is stored on our server. We also keep other information about transactions on InovGuest, including the number of stays at Skyna Lisboa Hotel, including the number of nights of each stay. In order to serve you better, this information is available at Skyna Lisboa Hotel when making a reservation at that same property.
Telrua maintains databases of information about Guests that are used for marketing, promotional and research purposes. Guests will only receive this information if they have given authorization in the registration form at the Hotel, on the website or in any other form. Any information submitted includes a clear indication of how to unsubscribe from promotional material.
Telrua makes the best possible efforts to protect the privacy of your account and your Personal Data that we have in our records, but unfortunately, we cannot guarantee their absolute security. Regardless of security rules and equipment, unauthorized access or use, software or hardware failure, and other factors can compromise data security. On the other hand, although we seek to maintain adequate protections, we cannot guarantee the security of Personal Information in databases hosted on third-party servers. To ensure your privacy and the protection of the information you choose to share with us, we only allow encrypted communications from all of our web forms.
Attention is drawn to the fact that no email communication is completely secure. This is a risk inherent in using email. It is recommended to consider this fact whenever requesting information or sending us forms by email. It is recommended that you do not include any confidential information when using e-mail, using only our encrypted forms. For your protection, our email responses to you will not include any confidential information.
Finally, as a precaution, make sure you always close your browsers when you have finished using a form or the booking site. Although the session ends after a short period of inactivity, it is best to close your browsers immediately upon completion, as being logged in makes it easier to access your profile.
Telrua reserves the right to transmit your Personal Information to agents, subcontractors or third party service providers, in the course of providing services, to more adequately respond to your needs as a Guest or Owner. To this end, Telrua uses contractual or other agreements to ensure that said parties protect your Personal Information in accordance with the principles set out in this Privacy Policy.
Your Personal Information will only be shared, without your consent, outside Telrua’s network when: a) is required or authorized by law (for example, in response to a civil subpoena); b) it is necessary to provide the services requested by you, in which case it will be considered as your implicit consent (for example, car rental or other services); (c) if payment for your stay was made by a third party, we will provide billing information to the paying third party; or (d) if you have not paid the amount owed to an establishment.
If Telrua suspects that any illegal activity has taken place, Telrua reserves the right to investigate and/or report its findings or suspicions to law enforcement authorities or other relevant law enforcement agency.
It is understood that, eventually, you would like to know what Personal Information we hold about you. We are happy to assist you with your order. However, in order to protect your Personal Information, it is necessary that you provide us with proof of your identity at the time the request is made. You can make a request, if you are a hotel guest, at our Reception.
When submitting an application in person, we will ask you to provide some form of identification, with photo, such as a passport or driving license, and you will be asked to sign an application form.
When submitting a request by any other means, such request must be made in writing by email, fax or letter, and include a copy of a signed identification document issued by a government entity. You will also be asked for your personal address and telephone number, so that we can verify, comparing it with our data, and be sure of your identity.
The above information is required to create an audit trail on order handling. When an order is placed, any correspondence or requests may be retained and added to your Personal Information.
Telrua reserves the right to refuse access to your Personal Information under certain circumstances. If your Personal Information is not disclosed to you, you will be presented with the reasons for this.
If, at any time, you wish to update or access your Personal Information, you may do so through the following contacts: by email to dpo@telrua.com; by fax to +351 212 484 900; by letter – In care of: Skyna Hotel Luanda – Rua de Portugal, nº 29 – Luanda, Angola
Your Personal Information may be retained for the period of time required by law in the jurisdiction where the hotel is located. However, as an internal policy, we will keep the data for 1 year. These can be stored indefinitely by Skyna Hotel Lisboa as long as there is a commercial purpose to do so. From time to time, we may delete your Personal Information if you are not staying with us for a number of years.
If we decide to make significant changes to our Privacy Policy, we will publish them on our website (www.skynahotels.com) so that you can be informed at any time about how we handle Personal Information. Without your express consent, we will not make any reduction of your rights under this Privacy Policy with respect to your Personal Information already collected.
Telrua operates commercially worldwide under the name Telrua – Sociedade Hoteleira da Rua Artilharia Um, S.a. and is a Portuguese company incorporated under Portuguese law. As such, our company is subject to Portuguese law and the General Data Protection Regulation on the protection of personal data and electronic documents. The legal provisions are applied in the way we manage all Personal Information regardless of its origin. All transfers of Personal Information between countries will be subject to the terms of this Privacy Policy, under said legislation. If you have any additional questions regarding the legislation or if you believe that we have treated your Personal Information incorrectly, you can contact the National Data Protection Commission at the following address:
Comissão Nacional de Protecção De Dados
R. de São Bento 148, 1200-031 Lisboa, Portugal
Phone: +351 213928400 Website: www.cnpd.pt Email: geral@cnpd.pt
Questions or doubts regarding this privacy policy should be directed to Telrua’s data controller, in writing, to the following address:
Data Manager – Skyna Hotel Luanda
Rua de Portugal, nº 29
Luanda, Angola
Email: dpo@telrua.com