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Privacy Policy

The protection of your privacy is very important to us

The privacy and security of your personal information is very important to us. We do not share your personal information in ways not disclosed in our privacy policy or without your informed permission. We value your trust very highly, and we strive to protect the confidentiality and appropriate use of any personal information you provide to us.

The kind of personal information we may collect from you

We will only collect such personal information as you knowingly and voluntarily divulge to us during your use of our website. Such information will allow us to process your hotel booking and will include such things as your name, telephone number, residential or business address and email address. The collection of such information will allow us to protect your confidentiality by verifying your identity. You may “opt-out” or choose to be excluded from these communications by contacting our customer service department.

Information collection in relation to children

Our website does not intentionally solicit or collect personal information about children under the age of 13. If you are under 13 and would like to use our website, please ask a parent or guardian for assistance.

How do we collect your personal information?

When you place a hotel reservation, we request your name, email address, mailing address, phone number, credit/debit card number and expiration date. We use this information to process and fulfil your reservation. Additional optional information in your profile is collected for specific services such as check-in conveniences or room preferences. This data is stored in databases protected from intrusion and unauthorized viewing by commercially available software products we purchase in good faith from third party suppliers, and you do not have to re-enter it with each visit to our website. It is also used to recognize you as a repeat customer so that we may offer you additional benefits. We may also collect personal information when you sign up for a Serena special offer or promotion, or when you complete the details requested in the ‘contact us’ box.

We also collect certain technical information from your computer each time you request a page during a visit to our websites. This information may include your Internet Protocol (IP) address, your computer's operating system, browser type and the address of a referring website, if any. We collect this information to enhance the quality of your experience during your visit to our site and will not sell or rent this information to any third parties. We also use various website analytics tools and technologies regarding activities on our website that require storage of web session data.

This section can be shortened to basically state that the information is collected through voluntary submission of data and/or technical information gathered from the machine you use to access and engage with the website.

How we use your personal information

Information we collect on our website may be used to enhance your experience in the following ways:

  • To confirm your hotel reservations
  • To request your evaluation of your stay with us
  • To send you emails that relate to your stay with us
  • To process credit card payments. Kindly note for online payment refunds via credit/debit cards, these will be effected less transactional fee charges.
  • To respond to your customer-service enquiries or requests
  • To communicate special offers and featured items to you that you have voluntarily opted-in for.

Note: you can decline to accept such email correspondence at any time: simply contact: ecommerce@serena.co.ke for Africa properties and vmarketing@serena.com.pk for Asia properties.

When and with whom we share your personal information

We ONLY share your personal customer information with the hotels within our group, our travel representatives and our trusted service providers and contractors. Such sharing will ONLY be in the interests of fulfilling customer reservations; offering certain products and services in connection with our website; communicating to customers via email; providing customer service; enhancing and improving customers' online experience; enabling access to our partners' sites; providing a personalized online experience; and completing credit card transactions. We also guarantee that all such third parties have agreed to comply with our privacy policies.

Aside from the purposes described above, we do not share your personal information with any other third parties unless we have your permission or under special circumstances, such as when we believe in good faith that the disclosure is required by law or to protect the safety of hotel guests, employees, the public or our property. We do, however, reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order or legal process served on our business entity. We may also share aggregated demographic and statistical information in the course of our business with certain third parties. This sharing does not include any personal information that can identify any individual person.

Links to other sites

Please note that our site may offer links to other sites, and that the privacy policies of these sites may differ from our own. We advise you to check the privacy policies of other website before disclosing any personal information, we cannot accept responsibility for the conduct of companies linked to our website. In any event, please note that these sites do not share your personal information with us.

How we protect the security of your personal information

We strive to ensure the security, integrity and privacy of personal information submitted to our sites, and we review and update our security measures in light of current technologies. Unfortunately, no data transmission over the Internet can be guaranteed to be totally secure.

However, we will endeavour to take all reasonable steps to protect the personal information you may transmit to us. Once we do receive your transmission, we will also make our best efforts to ensure its security on our systems.

In addition, our employees and the contractors who provide services related to our information systems are obliged to respect the confidentiality of any personal information held by us. However, we will not be held responsible for events arising from unauthorised access to your personal information.

Email communications

If you choose to receive periodic communications from us, we may from time to time send you email messages describing new promotions, featured hotels and special offers. You can choose to stop receiving these emails at any time by using the "Unsubscribe" feature included on each email message.

Right of access to data.

You have a right of access to your data by sending a written request to:

Customer Service
Serena Hotels
P.O. Box 48690
Nairobi, Kenya
Email: dataprotection@serenahotels.com

Changes to our Privacy Policy

We reserve the right to change, modify or amend this policy at any time. However, if there are changes made to the use of users' personally identifiable information in a manner different from that stated at the time of collection we will notify you by posting a notice on our website for 30 days.

Problems and Questions

If we become aware of any ongoing concerns or problems with our websites, we will take these issues seriously and work to address these concerns. If you have any further queries relating to our Privacy Policy, or you have a problem or complaint, please contact us.