CUSTOMER DATA
Protection Charter
B SIGNATURE HOTELS & RESORTS CUSTOMER DATA PROTECTION CHARTER
1. COMMITMENT OF B SIGNATURE Hotels & Resorts TO PERSONAL DATA PROTECTION
In our commitment to provide our customers with a unique, generous, and customized experience, we consider the protection of your privacy and personal data one of our main concerns. To this end, we have implemented a policy to protect your personal data. This charter materializes our commitments to you and describes how B SIGNATURE Hotels & Resorts establishments use your personal data.
2. SCOPE AND DATA CONTROLLERS
2.1. This charter applies to all personal data processing implemented by:
2.2. When you stay at a B SIGNATURE Hotels & Resorts hotel, your personal data is processed both by the GIE B SIGNATURE Hotels & Resorts and the hotel where you stay, each acting as a data controller pursuing its own purposes.
Thus, the GIE B SIGNATURE Hotels & Resorts, headquartered at 46 Bis rue des Hauts Pavés in Nantes (44000), registered with the Nantes RCS under number 531 929 446, acts as a data controller because it manages your reservations and the B SIGNATURE loyalty program.
Each hotel processes your data to manage its contractual relationship with you (billing, payment, reservation management, etc.), for marketing activities, and to comply with its legal obligations.
- The GIE B SIGNATURE Hotels & Resorts economic interest group headquartered at 46 Bis rue des Hauts Pavés 44000 NANTES, France;
- Member companies of the GIE B SIGNATURE Hotels & Resorts whose activity involves operating the B SIGNATURE Hotels & Resorts collection;
- The hotels in the B SIGNATURE Hotels & Resorts collection operating under the following brands/trade names: HOTEL BEL AMI, HOTEL MONTALEMBERT, HOTEL EDOUARD 7, HOTEL VERNET, HOTEL DE SERS, HOTEL MANAPANY, HOTEL DE LA BRETESCHE. This list is regularly updated on our websites.
3. WHAT PERSONAL DATA IS COLLECTED?
At various times, we may collect information about you or the people accompanying you, including:
The collection of information about individuals under 16 is limited to their name, nationality, and date of birth, which can only be provided by an adult.
Please ensure that your children do not transmit any personal data to us without your authorization (especially via the Internet). If such transmission occurs, you can contact us to have this information deleted.
- Contact details (e.g., name, first name, phone number, email);
- Personal information (e.g., date of birth, nationality);
- Information about your children (e.g., first name, date of birth, age);
- Your credit card number (for transaction and reservation purposes);
- Information on an identity document (e.g., ID card, passport, or driver’s license);
- Your B SIGNATURE Club loyalty program member number;
- Your arrival and departure dates;
- Your preferences and interests (e.g., smoking or non-smoking room, preferred floor, type of bedding, type of newspaper read, sports, cultural interests, food and beverage preferences, etc.);
- Your questions/comments during or after a stay at one of the hotels;
- Your image as part of our hotel surveillance;
- Technical and location information generated when using our websites and applications.
4. WHEN IS YOUR PERSONAL DATA COLLECTED?
- Room reservation;
- Check-in and payment;
- Hotel stay and services offered during the stay;
- Consumption at the hotel bar or restaurant during a stay;
- Requests, complaints, and/or disputes.
- Registration in our loyalty program;
- Contribution to satisfaction surveys, studies, and statistics;
- Online contests or games;
- Subscription to newsletters to receive offers and promotions by email.
- Tour operators, travel agencies (online or not), GDS reservation systems, and others;
- Connections to B SIGNATURE Hotels & Resorts websites (IP address, cookies as per our tracking policy);
- Online collection forms (online reservations, questionnaires, B SIGNATURE hotel pages on social networks, connection devices using your social network identifiers, exchanges with a chatbot).
4. PERSONAL DATA MAY BE COLLECTED ON VARIOUS OCCASIONS, INCLUDING:
Hotel activities:
Participation in programs or marketing activities:
Transmission of information from third parties:
Internet activities:
5. FOR WHAT PURPOSES AND HOW LONG ARE YOUR DATA STORED?
The table below presents the purposes for which we process your data, the legal basis for this processing, and the associated retention periods:
| Purpose/Activity | Legal Basis for Processing (including legitimate interest pursued) | Retention Period |
|---|---|---|
| Fulfill our obligations to our customers. | Processing necessary to perform a contract to which you are a party. Processing necessary to comply with a legal obligation. Processing necessary for our legitimate interest in managing our activities and providing requested products and services. | 10 years from the reservation date according to our legal obligations. |
| Manage room reservations and accommodation requests, especially to establish and retain legal documents in compliance with accounting standards. | ||
| Manage your hotel stay: Room access management, tracking your consumption (phone, bar, payTV, etc.). | Processing necessary to perform a contract to which you are a party. Processing necessary for our legitimate interest in managing our activities and providing requested products and services. | For the duration of your stay. |
| Manage our relationship with our customers before, during, and after your stay: Managing the loyalty program, qualifying the customer database, predicting and anticipating future customer behaviors, establishing commercial statistics and scores, and reporting actions, providing context data to marketing tools, knowing and managing preferences of loyal or non-loyal customers, sending newsletters, promotions, and hotel or service offers. | Processing necessary to perform a contract to which you are a party and for managing your loyalty program membership. Processing necessary for our legitimate interest in promoting and improving our services. Processing based on your consent for direct marketing actions. | If you are not a loyalty program member, 3 years from the last time you were active with us. If you are a loyalty program member, 6 years from the last time you were active with us. |
| Improve our hotel service: Personalize your hotel welcome, improve service quality and customer experience, process your personal data in our marketing program for marketing operations, promote brands, and better understand your needs and wishes, adapt our products and services to best meet your requests, personalize commercial offers and relational messages to you, inform you of special offers and new services created by B SIGNATURE or one of its hotels. | Processing necessary to perform a contract to which you are a party in managing your loyalty program membership. Processing necessary for our legitimate interest in promoting our services, conducting direct marketing actions (given your commercial relationship with a B SIGNATURE entity), and improving our services. | If you are not a loyalty program member, 3 years from the last time you were active with us. If you are a loyalty program member, 6 years from the last time you were active with us. |
| Improve B SIGNATURE and hotel services: Conducting studies and analyzing customer questionnaires and comments, managing complaints, and providing loyalty program benefits. | Processing necessary to perform a contract to which you are a party in managing your loyalty program membership. Processing necessary for our legitimate interest in promoting our services, conducting direct marketing actions (given your commercial relationship with a B SIGNATURE entity), and improving our services. | If you are not a loyalty program member, 3 years from the last time you were active with us. If you are a loyalty program member, 6 years from the last time you were active with us. 6 years from the closure of your case in case of a complaint or claim. |
| Secure and improve your use of B SIGNATURE Hotels websites: Improve navigation, provide assistance and maintenance, implement security measures and fraud prevention. | Processing necessary for our legitimate interest in managing our activities, performing IT and network administration services, and preventing fraud. | 13 months from data collection. |
| Internal management of customers with inappropriate behavior during their hotel stay (aggressions, incivility, non-compliance with the hotel contract, non-compliance with safety rules, theft, damage and vandalism, or payment incidents). | Processing necessary for our legitimate interest in managing our activities, performing IT and network administration services, and preventing fraud. | Up to 122 days from the event registration. |
| Comply with applicable legislation (e.g., retention of accounting documents), including: Managing unsubscription requests from newsletters, promotions, tourism offers, and satisfaction surveys, managing requests from individuals regarding their personal data protection. | Processing necessary for compliance with a legal obligation. | For the period set by applicable local legislation. |
6. CONDITIONS OF THIRD-PARTY ACCESS TO YOUR PERSONAL DATA
To provide you with complete satisfaction during your experiences within the B SIGNATURE Hotels & Resorts collection, we may share your personal data with internal and external recipients.
Specifically, data related to your stays, preferences, satisfaction, and, where applicable, your loyalty program are shared between the B SIGNATURE Hotels & Resorts hotels and the GIE B SIGNATURE Hotels & Resorts. In this context, your data is jointly processed by the GIE B SIGNATURE Hotels & Resorts and the hotels.
We share your data with a limited number of authorized individuals and services within the hotels and GIE B SIGNATURE Hotels & Resorts to offer you the best possible experience in our hotels. The following teams may access your data:
With service providers, suppliers, and partners: Your personal data may be transmitted to third parties to provide services and enhance your stay, including:
Local authorities: We may also be required to transmit your information to local authorities if required by law or as part of an investigation and in accordance with local regulations.
- Hotel staff;
- Reservation staff using reservation tools;
- IT department;
- Marketing and sales department;
- Legal department;
- Financial department.
- External service providers: IT subcontractors, banks, credit card issuers, external lawyers, routers, printers.
7. PROTECTING YOUR PERSONAL DATA DURING TRANSFERS
For the purposes indicated in Article 5 of this charter, we may transfer your personal data to internal or external recipients who may be located in countries offering different levels of personal data protection.
Therefore, these transfers are made with appropriate measures to secure the transfer of your personal data.
When the sharing of this information involves a transfer to the United States, the transfer is based on the standard contractual clauses defined by the European Commission.
8. DATA SECURITY
The GIE B SIGNATURE Hotels & Resorts and the hotels take appropriate technical and organizational measures in accordance with applicable legal provisions (particularly Article 32 of the GDPR) to protect your personal data against destruction, loss, alteration, misuse, unauthorized access, modification, or disclosure, whether illegal or accidental. To this end, we have implemented technical measures (such as firewalls) and organizational measures (such as an ID/password system, physical protection measures, etc.) to ensure the continuous confidentiality, integrity, availability, and resilience of processing systems and services. Organizational measures ensure the security of processing.
9. COOKIES AND OTHER TRACKERS
The GIE B SIGNATURE Hotels & Resorts and the hotels use cookies and other trackers on their websites. For more information on the use of these trackers by Accor and to configure them, please consult our tracking policy via the "Cookies" link at the bottom of our websites.
10. YOUR RIGHTS
Under the "Informatique et Libertés" law of January 6, 1978, as amended, and the General Data Protection Regulation (2016/679), as a data subject, you have the following rights:
You can exercise these rights at any time by sending us an email at contact@bsignaturehotels.com. In the interest of confidentiality and protection of your personal data, we will need to identify you to respond to your request. Therefore, in case of reasonable doubt about your identity, you may be asked to attach a copy of an official identity document, such as an ID card or passport, to support your request. A black-and-white front copy of one of these documents is sufficient. All requests will be processed promptly and in accordance with applicable law.
You can also exercise your rights regarding your personal data retained and processed by a hotel as a data controller. To do this, you must contact the hotel directly. You can find all the necessary contact information for a hotel on its website.
- The right to access personal information we hold about you;
- The right to request us to update or correct any outdated or incorrect personal information about you;
- The right to object to receiving commercial communications;
- The right to erasure when the conditions of Article 17 of the GDPR are met;
- The right to restrict processing when the conditions of Article 18 of the GDPR are met;
- The right to data portability to the extent that the conditions of Article 20 of the GDPR are met;
- The right to define guidelines regarding the fate of your personal data after your death;
- The right to object to the processing of personal data concerning you to the extent that the conditions of Article 21 of the GDPR are met; and
- The right to file a complaint with a supervisory authority, namely in France, the CNIL (https://www.cnil.fr/fr/plaintes);
11. UPDATES
We may modify this charter periodically. Therefore, we invite you to review this charter regularly, especially when making a reservation at one of our hotels.
12. QUESTIONS AND CONTACTS
For any questions regarding the personal data policy within the B SIGNATURE Hotels & Resorts collection, please send your request to contact@bsignaturehotels.com.