Privacy Policy
CANADIAN CUSTOMER PRIVACY POLICY AND INFORMATION PRACTICES STATEMENT
Revised May 2008
To earn your trust, we promise that, on NovotelOttawa.com and NovotelMontreal.com, we will do everything we can to make the reservation process secure and to protect your personal information. We are the owners of the Novotel Ottawa and Novotel Montreal hotels in Canada, operated under management agreement by Accor Canada Inc. The management company can be contacted at Accor Canada Inc., 3670 Hurontario Street, Mississauga, Ontario, L3B 1P3, Canada.
- Collecting the information
- You are asked to provide us with personal information in the following instances :
- when you reserve a hotel room
- when you register on our site, subscribe to our site newsletter, or take part in a contest
- when you take part in a survey or if you contact us with a question or a problem
- You are asked to provide us with personal information in the following instances :
- Use of the information
- Your personal information is used solely :
- to complete and guarantee reservations you make on our site
- to simplify browsing and making reservations on our sites (recognition) and to provide the best service possible
- for internal administrative management purposes and to perform marketing analyses
- to inform you by e-mail, if you have so agreed when registering on our site, of our special offers and promotions, news about our site, and to reserve the special advantages you are entitled to.
- Your personal information is used solely :
Your personal information will, under no circumstances, be transmitted to a third party; it will remain exclusively reserved to internal use within the Accor group and SHPH group of companies.
*About This Policy*
Our purpose in establishing this Policy is to advise you of the policies and information practices we follow in collecting, storing, using and disclosing Personal Information. This Policy is designed in a manner that recognizes both the right of privacy of individuals with respect to their Personal Information and our need to collect, use or disclose such Personal Information for purposes that a reasonable person would consider appropriate under the circumstances.
The SHPH Group does not control the website of Novotel, which is owned and operated by Accor S.A. of Paris, France. The management company's website is www.novotel.com. The SHPH Group does not control the the website of the management company. The SHPH Group does not control the collection and use of Customer Personal Information or access to such information by the management company. This Policy does not apply to the management company's websites and its collection, use, storage and disclosure of Personal Information. The management company may also use e-mail campaigns and other methods of telephone, electronic, and direct mail solicitation without our consent or knowledge, and are solely responsble for their content and methods of identifying and contacting addressees.
*Consent/Opt-In/Opt-Out*
Except as otherwise permitted or required by law, we will not collect, use, or disclose your Personal Information without your consent. Generally, by providing us with your Personal Information, you are communicating your consent to our collection, use and disclosure of such information for the purposes for which you provided the information to us, and as described in this Policy. However, you will, at the point of collection of the Personal Information, and from time to time thereafter, be given the option of "opting out" of or "opting in" to our collection, use and disclosure of your Personal Information for certain other purposes by signing a form, checking a box on a form, clicking on an icon (or via a similar electronic method) on our websites, or by contacting us as described below. If you do not want us to collect your Personal Information or use it for purposes other than as necessary to fulfil your request, please use the "opt out" option so that your information is not collected or used. If you have submitted Personal Information to us and wish to later opt out or withdraw your consent to its retention, use or disclosure, please contact us using the methods described below. You may opt out or withdraw your consent, subject to legal or contractual restrictions, at any time and on reasonable notice.
Customers can elect to opt out from e-mail and direct e-mail communications by following the directions included in our e-mail communications or by visiting the hotel websites and following the opt-out instructions.
You should keep in mind that, if you refuse to consent to, opt out of, or withdraw your consent to our collection, use and/or disclosure of your Personal Information that is necessary to fulfilling your request, we may not be able to offer you certain goods, services and benefits.
*Contacting Us*
A Customer may also contact us through the methods stated below:
By e-mail: privacypolicy@novotelottawa.com
By phone to the Customer Service department of the relevant hotel: 613-230-3033 (Ottawa) and 514-861-6000 (Montreal)
By mail: Accor Canada Inc., 3670 Hurontario Street, Mississauga, Ontario, L3B 1P3, Canada; 972-360-5970.
*The Information We Collect*
The SHPH Group hotels send to Accor Canada, Inc certain Personal Information collected in connection with your hotel stay, including the name, address, telephonenumber, e-mail address (if provided) and transaction detail (what goods and services were charged on the hotel bill and the method of payment) collected.
In addition, we may collect, use or disclose Personal Information that you voluntarily provide to us for the purposes described under "How We Use Your Personal Information", including Personal Information submitted by visitors to the hotel websites.
*How We Use Your Personal Information*
With your consent, we may use your Personal Information for various purposes as described below. Except as otherwise permitted or required by law, or as may otherwise be noted in this Policy, Customers will be given the opportunity to opt out of or opt in to use of their Personal Information for secondary purposes when Personal Information is collected, and at any time thereafter by contacting us as described in the Consent/Opt-Out section. We may use third party service providers to perform services on our behalf, and we provide Personal Information to such providers solely for the specific services that they are performing. These service providers are prohibited from using or disclosing Personal Information for any other purpose.
Reservations/Hotel Stays. When a Customer calls a reservation centre or contacts us via the Internet, fax or other means about hotel reservations, we need Personal Information to respond to the inquiry and to make the reservation. This Personal Information is sent to the hotel where the reservation is also recorded. Personal Information regarding your reservation or hotel stay may be kept by Novotel and used for the purpose of processing your reservation or other requests, administering, managing and auditing their management business administering loyalty programs, and to meet legal, regulatory, security and processing requirements.
Promotions. With your consent, we may use and disclose Personal Information that is given or sent to the hotel or to the Novotel Data Warehouse in order to solicit additional hotel stays at the same hotel and other locations of Novotel and Accor hotels and participation in Novotel and Accor loyalty and affinity programs, and to offer you benefits such as offers, rewards and discounts, goods and services that we believe are relevant to your interests.
E-Mails. We will ask each Customer to submit their e-mail address for the primary purposes of sending reservation confirmations to our guests when your request is made online or when you otherwise request e-mail confirmation. Customers also consent to our disclosure of their e-mail addresses to Novotel and Accor.
Direct Mail/Outbound Telemarketing. Customers who supply our hotels with Personal Information may receive periodic mailings or phone calls from us with information on new products and services or upcoming special offers/events. Customers will be offered the option to decline or opt out from these communications at the time the information is collected. Customers may also contact us to opt-out of such communications as described above in the Consent/Opt-Out section.
Research/Survey Solicitations. From time to time we may perform research (online and offline) by conducting surveys of our Customers. Participation in these surveys is voluntary, and the information collected will be used for research and reporting purposes and to help us to better serve Customers by learning more about their needs. We may contact a Customer to inquire or survey about the guest experience at the individual hotel visited and the prospect of future stays or the improvements needed to attract additional business from the Customer for the hotel visited or the Brand. The survey responses may also be used by us to determine the effectiveness of our websites, various types of communications, advertising campaigns, and/or promotional activities. Participants who do not wish to receive e-mail or other communications, including communications relating to surveys, will be provided the opportunity to opt-out of the receipt of such communication at the time of collection of their Personal Information or by notifying us as described above in the Consent/Opt-Out section.
*Limiting Collection, Use, Disclosure and Retention*
We collect, use and disclose Personal Information only to the extent necessary to fulfill the purposes for which it was collected and as required or permitted by law.
Your Personal Information is retained only as long as is necessary to fulfill those purposes, subject to reasonable legal limitations periods, statutory or regulatory retention requirements and legitimate business requirements.
*Security*
We endeavour to protect your Personal Information using physical, electronic or procedural security measures appropriate to the sensitivity of the information in our control. These measures include safeguards to protect Personal Information against loss or theft, as well as unauthorized access, disclosure, copying, use and modification.
We safeguard our Customers' Personal Information on the Internet by using industry-standard practices. Although "guaranteed security" does not exist either on or off the Internet, we make commercially reasonable efforts to make the collection and security of such information consistent with our Privacy Policy and all applicable laws and regulations. We maintain physical, electronic and procedural safeguards as appropriate to safeguard your Personal Information. Access to your Personal Information is restricted to those Novotel Ottawa, Novotel Montreal Novotel and Accor staff and agents who need such access to do their jobs and to fulfill the purposes for which the Personal Information was collected.
We take all commercially reasonable efforts to create and maintain "firewalls" and other appropriate safeguards to ensure that, to the extent the SHPH group controls the Personal Information, the Personal Information is used, accessed and disclosed only as authorized by SHPH, Novotel and Accor consistent with this Policy, and to prevent unauthorized modification or destruction. Our information protection practices and processes help us to maintain accurate, timely, complete and relevant information for our business purposes. Although we use commercially reasonable efforts to maintain data security when data is transmitted through third party communication service providers, we do not warrant the security of data during such transmission.
*The Internet*
On our hotel websites we do not collect Personal Information from Customers unless they provide it to us voluntarily and knowingly. When you reserve a room with us on the Internet, the information is collected by Novotel or Accor as required to process your reservation. The primary purpose of capturing the e-mail address is to send a reservation confirmation to the reserving guest. However, the Personal Information may also be used to send Customers e-mail offers from the SHPH Group Novotel or Accor, when the Customer has consented to such communications as described in the "Email" section above. Information provided on the Internet is treated the same as that collected offline.
Third Party Websites. Third party websites (i.e. websites not affiliated with or controlled by the SHPH Group, Novotel or Accor that you may access through links, banners and/or other means of electronic connection may have their own separate terms of use, privacy and data collection practices, and security measures. We have no control over these third party websites and no responsibility or liability for the practices, policies, terms and security measures implemented by third parties on their websites. Your interaction with these sites will not be governed by this Policy or the terms of use of our websites. In addition, these third party websites may have content, advertising, banners, links, sponsors, partners and connections over which we have no control and no responsibility. We do not endorse or approve the content, terms of use, privacy policy, advertising or sponsors of any linked website.
Aggregated Non-Personal Information. Like many other Internet sites, we may automatically collect certain non-Personal Information regarding our Customers, such as software client information (for example, IP addresses to the extent not identified with an individual, browser versions and operating systems) and aggregate information (for example, number of pages accessed) in order to analyze Web traffic and usage trends, and to enable us to tailor content and services to provide a better fit to our Customers' needs. Information of this nature does not pertain to your specific identity and is not associated with your Personal Information. We may use IP addresses to identify you when we feel it is necessary to enforce compliance with our website Terms of Use, to comply with applicable law, or to protect our service, website, users and others.
Cookies. We may place a "cookie" on your web browser. A cookie is a very small text file that is sent to a Customer's browser from a web server and stored on the Customer's computer hard drive. It assigns the computer a unique identifier. The cookie stores information on your hard drive so we can communicate with you more efficiently, respond to you based on prior sessions at which you provided information about you or your preferences to us and understand what you prefer to view on our websites. Cookies do not tell us your individual identity or passwords unless you have chosen to provide these to us, for example where you are using the website to request a reservation. Your browser may be set to allow you to be notified when a cookie is to be placed on your browser, decline the cookie or delete cookies that have been placed on your browser. Some functions of our websites, such as online hotel reservations, may not work or may work slowly if a cookie is refused or deleted.
*Compliance with Laws*
We may be permitted or required by law to collect, use or disclose Personal Information about you without your consent for certain purposes or under certain circumstances, including, but not limited to, disclosure to a law enforcement agency, response to a court order, under the discovery process in litigation and prosecution, or collecting a debt which you owe to us .
*Correction/Access*
We make efforts to ensure the accuracy of Personal Information we use to fulfil your requests and for purposes for which you have consented, and to correct and update our database as necessary for the stated purpose. In the event a Customer notifies us that such Personal Information held by the SHPH Group is inaccurate or outdated, we where appropriate and upon notification and sufficient time for verification, will take all reasonable steps to correct any inaccuracy or update outdated information of which we are made aware.
*Downloading*
Please feel free to download or make a copy of this Policy. You may obtain a copy free of charge by writing to us at Accor Canada Inc., 3670 Hurontario Street, Mississauga, Ontario, L3B 1P3, Canada; request for the Canadian Customer Privacy Policy.
*Policy Changes*
We may change or terminate this Policy at any time without prior notice. We will post any Policy changes to our websites to notify you of these changes and provide you with the ability to opt out of any new, unanticipated uses of Personal Information not previously disclosed in the Policy. Any such changes shall be effective immediately upon posting. Your continued use of our websites and/or provision of your Personal Information after such posting constitutes your acceptance of these changes. Please check our Policy periodically, or contact us as described above, if you are concerned about how your Personal Information will be used.
