Privacy Policy

In compliance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons (GDPR), Spanish Organic Law 3/2018 of 5 December on Personal Data Protection and the guarantee of digital rights (LOPDGDD), and Spanish Law 34/2002 of 11 July on Information Society Services and Electronic Commerce (LSSI-CE), we hereby inform you about the processing of your personal data on our website https://www.alorahoteles.com and its associated services.

1. DATA CONTROLLER

Who is responsible for processing your personal data?

• Company name: ALORA GESTION HOTELERA, S.L. (hereinafter, “Alora Hoteles”)
• Tax Identification Number (NIF): B72397680
• Address: C/ Arte 21, 3º C, 28033 – Madrid (Madrid), Spain

ALORA GESTION HOTELERA, S.L. acts as the entity responsible for centralising bookings made through the website. Please note that, depending on the accommodation you book, your data may be disclosed to other group companies that operate as the owners of the respective establishments:

• SERVAL APARTAMENTOS TURISTICOS, S.L.
• APARTAMENTOS MERIDA BLISS, S.L.

2. PURPOSE OF PROCESSING AND LEGAL BASIS

For what purposes and on what legal basis do we process your personal data?

At Alora Hoteles, we process the information provided by data subjects for the following purposes and on the following legal bases:

3. CATEGORIES OF PERSONAL DATA PROCESSED

For the purposes described above, we process the following categories of data:

• Identification data: First name, surname, DNI/NIE/passport (for guest registration), signature.
• Contact data: Email address, telephone number and postal address.
• Employment-related data: Curriculum vitae (only in the “Careers” section).
• Financial and payment data: Credit/debit card details and payment history.
• Browsing data: IP address, website behaviour and preferences (through cookies).
• Conversation data: Messages and interactions conducted through the website chatbot or WhatsApp.

4. DATA RETENTION

How long will we retain your personal data?

• Booking and invoicing data: Retained for the duration of the contractual relationship and subsequently for the periods established by law (generally 6 years for accounting and tax matters and 5 years for personal legal actions).
• Guest registration data (Entry form): Retained for a period of 3 years, as established by public safety regulations.
• Contact, chatbot and WhatsApp data: Retained for the time necessary to resolve the enquiry and subsequently for a maximum period of 1 year.
• Marketing communications: Retained until the data subject requests deletion or withdraws consent.
• CVs: Retained for a maximum period of 1 year for future recruitment processes, unless the candidate requests earlier deletion.

5. RECIPIENTS AND DISCLOSURE OF DATA

To whom may your personal data be disclosed?

Your data will not be disclosed to third parties outside Alora Hoteles except where required by law or where strictly necessary for the provision of the service. In particular, your data may be accessed by:

• Group companies: SERVAL APARTAMENTOS TURISTICOS, S.L. and APARTAMENTOS MERIDA BLISS, S.L., for the proper management of bookings at their respective establishments.
• Spanish State Security Forces and Bodies: In compliance with guest registration regulations.
• Service providers (Data Processors): Companies providing services to us with which we have entered into the corresponding data processing agreements to ensure compliance with the GDPR:
• Mews PMS: Provider of the hotel Property Management System.
• ReviewPro: Platform for managing customer satisfaction surveys and online reputation.
• Chatbot and WhatsApp providers: Technology platforms managing customer service bots on the website and via WhatsApp.
• Web hosting, email and payment gateway providers.

International Transfers: If any of our service providers (such as Mews or WhatsApp) are located outside the European Economic Area (EEA), we ensure that such transfers are made to countries providing an adequate level of protection or subject to Standard Contractual Clauses (SCCs) approved by the European Commission.

6. DATA SUBJECT RIGHTS

Users may exercise at any time their rights of access, objection, rectification, erasure, restriction of processing and data portability recognised under the aforementioned EU Regulation. Users may exercise these rights by email at reservas@alorahoteles.com or by writing to: C/ Arte 21, 3º C, C.P. 28033 – Madrid (Madrid), Spain. We may request documentation proving your identity where necessary.ncardoso@alorahoteles.com

If you believe that the processing of your personal data infringes applicable data protection legislation, you have the right to lodge a complaint with the Spanish Data Protection Agency (www.aepd.es).www.aepd.es

7. SECURITY MEASURES

Alora Hoteles has implemented the legally required levels of security for the protection of Personal Data and has put in place all technical means and measures available to prevent the loss, misuse, alteration, unauthorised access to or theft of the Personal Data provided. SSL encryption technology is used to protect the transmission of data through the website.

8. USE OF CHATBOTS AND WHATSAPP

By using our website chatbot or contacting us via WhatsApp, you consent to the processing of your data (telephone number, name and message content) for the purpose of managing your enquiry. Please do not send sensitive information (banking information, health data or copies of identity documents) through these channels. Automated processing through bots does not involve automated decision-making producing legal effects concerning you.

9. INTELLECTUAL PROPERTY RIGHTS

ALORA GESTION HOTELERA, S.L. owns all copyright, intellectual property, industrial property, «know how» and any other rights relating to the content of the website https://www.alorahoteles.com and the services offered therein, as well as the software required for its implementation and related information.www.alorahoteles.com

The reproduction, publication and/or use for purposes other than strictly private use of all or part of the website’s content is prohibited without prior written consent.www.alorahoteles.com

10. SOFTWARE INTELLECTUAL PROPERTY

Users must respect third-party software made available by ALORA GESTION HOTELERA, S.L., even where such software is free of charge and/or publicly available.

ALORA GESTION HOTELERA, S.L. holds the necessary exploitation and intellectual property rights in the software.

Users do not acquire any rights or licences, through the contracted service, over the software necessary to provide the service or over technical information relating to the monitoring of the service, except for those rights and licences necessary for the fulfilment of the contracted services and solely for the duration thereof.

Any action exceeding the scope of the contract requires prior written authorisation from ALORA GESTION HOTELERA, S.L. Users are prohibited from accessing, modifying or viewing the configuration, structure or files of servers owned by ALORA GESTION HOTELERA, S.L. Users shall assume any civil and criminal liability arising from incidents affecting the servers and security systems as a direct consequence of negligent or malicious actions on their part.

11. INTELLECTUAL PROPERTY OF HOSTED CONTENT

Any use of the services provided by ALORA GESTION HOTELERA, S.L. that is contrary to intellectual property legislation is prohibited, including in particular:

1. Any use that is contrary to Spanish law or infringes the rights of
2. The publication or transmission of any content that ALORA GESTION HOTELERA, S.L. considers violent, obscene, abusive, illegal, racist, xenophobic or defamatory.
3. Cracks, software serial numbers or any other content that infringes third-party intellectual property rights.
4. The collection and/or use of other users’ personal data without their express consent or in breach of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data.
5. The use of the domain’s mail server and email addresses for sending unsolicited bulk email.

Users are fully responsible for the content of their websites, the information transmitted and stored, hyperlinks, third-party claims and legal actions relating to intellectual property, third-party rights and the protection of minors.

Users are responsible for compliance with applicable laws and regulations and rules concerning the operation of online services, electronic commerce, copyright, public order and universal principles governing the use of the Internet.

Users shall indemnify ALORA GESTION HOTELERA, S.L. for any expenses incurred as a result of ALORA GESTION HOTELERA, S.L. being involved in proceedings for which the user is responsible, including legal fees and defence costs, even where the court decision is not final.

12. PROTECTION OF HOSTED INFORMATION

ALORA GESTION HOTELERA, S.L. makes backup copies of content hosted on its servers; however, it accepts no responsibility for the loss or accidental deletion of data by users. Likewise, it does not guarantee the complete restoration of data deleted by users, as such data may have been deleted and/or modified during the period elapsed since the most recent backup.

The services offered, except for specific backup services, do not include restoration of content stored in backups made by ALORA GESTION HOTELERA, S.L. where the loss is attributable to the user. In such cases, a fee will be determined according to the complexity and volume of the recovery, subject to the user’s prior acceptance.

Restoration of deleted data is included in the price of the service only where the loss of content is attributable to ALORA GESTION HOTELERA, S.L.

13. MARKETING COMMUNICATIONS

In accordance with the LSSI, ALORA GESTION HOTELERA, S.L. will not send advertising or promotional communications by email or any equivalent electronic means unless they have been previously requested or expressly authorised by the recipients.

Where users have a prior contractual relationship with ALORA GESTION HOTELERA, S.L., the company may send marketing communications concerning ALORA GESTION HOTELERA, S.L. products or services that are similar to those initially contracted by the customer.

In all cases, users may, after verifying their identity, request not to receive further marketing information through the Customer Service channels.