What is Personal Information?
The term “Personal Information” refers to information about you as an individual, such as your name, address, age, gender, image and credit card information.
Why is Personal Information Collected?
- To Provide Superior Customer Service to our Guests and Owners
Your Personal Information is collected to assist us in making your reservation and providing the services you request at any of our properties, to ensure we meet your needs while you are staying with us and/or to allow us to contact you in relation to matters that arise from your stay with us. Our goal is to provide you with superior customer service, whether you stay with us once or many times. By keeping certain stay related Personal Information on file, such as information regarding guest history and itemized spending, Guests and Owners have the ability to confirm prior transactions and reconcile statements or invoices.
- To Keep Our Guests and Owners Informed
We may use the Personal Information you provide and that we collect from our business partners to send you newsletters regarding our properties and to advise you of promotions or to inform you of offers or other information that may be of interest to you. In order to do this, your information may be shared with a third party, for example, a customer relationship management company and/or a marketing and communications company. These companies are under contract with Four Seasons and are contractually required to protect all Personal Information to which they have access. If you do not wish to receive information from Four Seasons Hotels and Resorts, you may indicate your wishes on your registration card when you stay with us or you may advise one of our properties or send an e-mail to: email@example.com
- For Marketing Research
Finally, we may wish to contact Guests and Owners to conduct surveys or focus groups to receive your views of our properties and service delivery. Such information may be collected by a third party under contract with us and they will be contractually required to protect your Personal Information as explained below. Occasionally we will combine information from a number of Guests and Owners to better understand trends and Guest and Owner expectations. When this occurs, all identifiers are removed and the aggregate information cannot be linked to any specific Guest or Owner.
How is Personal Information Collected?
- On Our Web Site and Mobile App
- Initially Upon Contact With Our Web Site
Once you have visited our web site and accepted our cookie, an ID number is automatically assigned to your computer or mobile device whenever you visit our web site. Despite the fact that you remain anonymous until you enter Personal Information on the web site, the ID number allows us to log your session, so that we may better assist you should you need some individualized service or support. Once you enter Personal Information on the web site, we associate your ID number with your contact information so we can recognize you on a future visit. We also use it to keep track of information that appears to be of particular interest to you.
- While Browsing Our Web Site and Mobile App
While in the process of browsing our web site, you also provide us with information that does not reveal your personal identity, for example, for what type of destination you are seeking information. We use this aggregated, anonymous data mainly for editorial purposes, but we do not connect it to any Personal Information, such as your name or address.
While you explore our mobile App for information that interests you, you will provide Personal Information when you create a profile or sign in to access an existing profile.
While browsing our web site and mobile App, you may also wish to put in a specific “Information Request” about one of our hotels, resorts or residential properties, or you may wish to participate in one of our on-line surveys or promotions. To respond to this request or to participate in our various programs, we may ask you for Personal Information, such as your name, zip/postal code, e-mail address, and phone number.
If you wish, you may also submit your e-mail address in order to be placed on a subscription list or to receive other information about our products and services. You will be placed on a subscription list only when you indicate your desire to be included. In deciding whether or not to join such lists, please note that they are only used for internal purposes and we do not sell or rent our subscription lists to anyone. In the event you choose to join one of our subscription lists, you may ask to be removed from the list at any time. You will always have the ability to accept or decline any form of communication from Four Seasons.
- Making a Purchase on Our Web Site
When making a purchase, such as a gift card, you will be asked to complete a form that includes your contact information and payment information. The form is secure (see below). When the form is complete, your credit card number will be verified using a checking sequence, and once this is confirmed we authorize payment for the amount shown on your order form. Once your transaction is confirmed you will see a ‘Thank You’ screen, and if you requested an e-mail confirmation it will be sent within a few moments. Again, due to the personal nature of the information you provide when making a purchase through our web site, the form is secure, such that your credit card number is protected with encryption technology. Purchasing transactions are assisted by third party processors in Canada who are required by contract with us to protect the privacy of your Personal Information.
We retain a log file of transactions at our web site, excluding your credit card information, connected to your ID number. We will then use that information to assist in any inquiries about your transaction. We also occasionally combine information from a number of web visitors in a way that does not identify any user, in order to identify user patterns.
- When Making a Reservation
- On Our Web Site and Mobile App
You can search for rates and availability at our hotels and resorts without providing any Personal Information.
Your credit card number will be verified using a checking sequence, but we do not authorize any payments at this point. Once you indicate confirmation of your reservation, all of the reservation information that you submitted will be sent to Four Seasons. From this point the information is sent to the selected property in exactly the same way as if you called us directly or if your travel agent made the reservation.
Due to the personal nature of the information you provide when making a reservation through our web site or mobile App, Four Seasons employs encryption technology to keep your data secure.
We also retain a copy of the reservation profile on our web site, excluding the credit card number connected to your ID number. We will then use that information to create a log in our web site database.
We also may combine information from a number of web visitors in a way that does not identify any user, in order to identify user patterns.
- Through our Worldwide Reservations Offices or Hotels
Reservations can also be made by calling one of our Worldwide Reservation Offices (“WRO”) or by contacting a particular hotel or resort directly. When you make a reservation we may ask you for Personal Information such as your name, address, telephone number and method of payment. We may also obtain from you any room preferences or special requests. Personal Information obtained by WRO will be sent in a secured communication to the relevant hotel or resort. Confirmation of your reservation will be provided to you, generally by e-mail, directly from the hotel or resort.
- During your stay at a Hotel or Resort
During your stay, we record your itemized spending to properly assemble your folio, which sets out your room rate and other expenses billed to your room. We also record this information to comply with financial reporting requirements, including those imposed by auditors and government regulators. We may also collect certain information as required by local laws (e.g. passport number). Information particular to your stay may also be stored (i.e. health issues, payment difficulties, special requests, service issues). This stay specific information is stored in the property management system at the particular hotel where you stayed and is combined with information from previous visits that you have made to that hotel. Certain information regarding your service preferences is also stored centrally by us and may be made available to other Four Seasons properties through the Four Seasons guest history database. You may advise the hotel if you do not want personal preferences shared.
In addition, we may retain the content of any document (including letters, comment cards, electronic documents such as e-mails and other similar forms of communication) that you send us before, during or following your stay. This information may be shared with employees of the hotel or resort and with Four Seasons. Finally, in preparation for your stay, we may collect your photograph from publically available sources so that we can recognize you in order to provide you with superior customer service.
- Regarding Residence Club Ownership
- When Inquiring about Residence Club Ownership
If you have indicated on our web site, in a personal mailing or otherwise that you are interested in receiving information about services and promotions offered by Four Seasons, you may receive information about Four Seasons Residence Clubs. If you contact Four Seasons to request further information about becoming an owner at one or more of our Residence Club properties, we will record your contact information and the list of Residence Club properties about which you would like to receive information.
- When becoming a Residence Club Owner
- As a Residence Club Owner
Once you become a Residence Club owner, Four Seasons as manager of the Residence Club, will use your Personal Information to create an owner profile that is stored in our property management systems. This is used to keep track of your Residence Club account and to provide you with superior service throughout your ongoing relationship with Four Seasons. The information recorded in your Residence Club owner profile includes your name, contact information, certain account and financial information, details about your purchase and ownership and use of other Residence Club properties, as well as your preferences and any special requests.
When you contact the Four Seasons Worldwide Reservations Office (WRO) or the Residence Club property to reserve time at your Residence Club Property, or for any other reason relating to your Residence Club ownership, the Four Seasons staff who speak to you will access your owner profile on our property management systems. The information you provide about your reservation and any additional information, requests or preferences will be recorded in your owner profile. This information will be used to assist us in booking your reservation, providing the services that you desire and to ensure we meet your needs while you are staying at your Residence Club property.
- During your stay at your Residence Club Property
During your stay at a Residence Club property, Four Seasons will record information about your use of the property and the related amenities and services offered by the hotel or resort at the property. Four Seasons will use this information for the purposes of billing, and to keep track of reservations of your property by you and other owners. Four Seasons may also record any information you provide about your preferences as well as information about any issues you encountered during your stay (i.e. health issues, payment difficulties, etc.) in order to provide you with superior customer service during your stay and in our ongoing relationship with you as a Residence Club owner. We also record information about your stay to comply with financial reporting requirements, including those imposed by auditors and government regulators. We may also collect certain information as required by local laws (e.g. passport number).
In addition, we may retain the content of any document (including comment cards, electronic documents such as e-mails and other forms of similar communication) that you send us before, during or following your stay. This information may be shared with employees of the Residence Club property or hotel or resort and with Four Seasons. Finally, in preparation for your stay, we may collect your photograph from publically available sources so that we can recognize you in order to provide you with superior customer service.
- Regarding Private Residence Ownership
- When inquiring about Private Residence Ownership
If you have indicated on our web site, personal mailings or otherwise that you are interested in receiving information about services and promotions offered by Four Seasons, you may receive information about Four Seasons Private Residences. If you contact Four Seasons to request further information about becoming an owner at one of our Private Residences, we will record your contact information. At your request, the Personal Information you have provided is forwarded to the third party developer of the Private Residences (or its authorized agent), who will contact you to provide you with the information you requested.
- As a Private Residence Owner
Once you become a Private Residence owner, Four Seasons as manager of the Private Residences will use your Personal Information to create an owner profile that is stored in our property management systems. This is used to keep track of your account and to provide you with superior service throughout your ongoing relationship with Four Seasons. The information recorded in your Private Residence owner profile includes your name, contact information, credit card number, details about your ownership and use of your Private Residence, as well as your preferences and any special requests.
- During your stay at your Private Residence
When you stay at your Private Residence, Four Seasons as manager of the Private Residences, will record information about your use of the amenities and services offered by the neighbouring Four Seasons hotel or resort (if applicable). Four Seasons will use this information for the purposes of billing. Four Seasons may also record any information you provide about your preferences as well as information about any issues you encountered during your stay (i.e. health issues, payment difficulties, etc.) in order to provide you with superior customer service during your stay and in our ongoing relationship with you as a Private Residence owner. We also record information about your stay to comply with financial reporting requirements, including those imposed by our auditors and government regulators. We may also collect certain information as required by local laws (e.g. passport number).
In addition, we may retain the content of any document (including comment cards, electronic documents such as e-mails and other forms of similar communication) that you send us. This information may be shared with employees of the Private Residences or the hotel or resort and with Four Seasons. Finally, in preparation for your stay, we may collect your photograph from publically available sources so that we can recognize you in order to provide you with superior customer service.
How do we store personal information?
Your Personal Information may be stored, used and transferred for processing in Canada and in other jurisdictions where, under local laws, your Personal Information may be accessed by the courts, law enforcement and national security authorities with or without notice to you.
- At the Hotel or Resort
Each Four Seasons property stores Personal Information in a secure location, be it a database or filing cabinet. Furthermore, we take steps to ensure that only designated individuals have access to this information. Four Seasons as manager of the property, may use your Personal Information to create a guest profile that is stored in our property management systems. The stored guest profile information may include guest name, address, phone numbers, e-mail and credit card number. The guest profile may also include certain information regarding your service preferences.
- In Our Guest Central Reservation System
In order to serve you better we also store your guest profile in our Central Reservation System (“CRS”), a platform located in a data center in Canada. When you make a reservation at another Four Seasons property, this information is available to that hotel or resort.
We store other transaction information in our CRS, including the number of stays you have had at Four Seasons properties including the number of nights of each stay. This information is available to a Four Seasons property when you make a reservation at that property in order to serve you better.
- In Our Residence Club and Private Residence Owner Property Management Systems
Personal Information related to your being an Owner will be stored at your property in a property management system as well as in our CRS and other secure databases.
The stored information includes your name, contact information, credit card number, information relating to your property ownership and amenities, information relating to your stays at your property, and other services offered at that property, historical billing records, and any information you may provide about your particular preferences.
- In Our Marketing Databases
Four Seasons maintains databases of Guest and Owner information which are used for marketing, promotional and research purposes. Guests and Owners will only receive such information if they have provided permission on their hotel registration form, on the Four Seasons web site, or in some other form. Any information sent provides a clear notice of how to discontinue receiving promotional materials.
What information is not secure?
We endeavor to protect the privacy of your account and other Personal Information that we hold in our records, but unfortunately, we cannot guarantee complete security. Unauthorized entry or use, hardware or software failure, and other factors, may compromise the security of user information. Also, while we endeavor to put adequate contractual protections in place we cannot guarantee the security of any Personal Information in databases hosted by third parties.
When you log-in to complete or modify a Booking Profile, Guest Service Profile, your online interaction with us is protected from eavesdropping using the highest level encryption technology based on the browser you use. In order to ensure your privacy and the protection of information you choose to share with us, we allow only encrypted communications from all of our web forms.
It is important to note that any e-mail communication is not secure. This is a risk inherent in the use of e-mail. Please be aware of this when requesting information or sending forms to us by e-mail (for example, from the “Contact Us” section of our web site). We recommend that you do not include any confidential information (i.e. credit card information) when using e-mail. For your protection, our e-mail responses to you will not include any confidential information.
Finally, to be prudent, please be sure to always close your browsers when you are done using a form or the reservation site. Although the session will terminate after a short period of inactivity, it is best to close your browsers immediately upon completion.
If I have created a Guest Profile, how is my Personal Information treated?
If you are invited and elect to create a Guest Profile, on our web site or mobile App, you will be asked to furnish specific Personal Information. You will also be asked to provide a password for use each time you log-in. Once you have created a Guest Profile, we may add online session data to your Guest Profile on subsequent visits to our website. When you provide information, including revised information to your Guest Profile, we may use the information you provide to update other databases maintained by us.
What information may be exchanged between properties?
Information is shared between certified data privacy personnel at individual Four Seasons hotels and resorts in certain limited circumstances, particularly where health or safety concerns have arisen in the past. Preference information may also be shared to enhance your guest experience.
Further, if a guest does not pay an outstanding account on time, or acts in an unlawful manner in regards to payment obligations, this information may be shared among accounting personnel at other Four Seasons managed properties.
What Personal Information may be provided to third parties?
Personal information is shared with third party residential property developers as set out above. The particular developer’s website can be consulted for the developer’s policy on the collection, storage and use of such information.
We will only share Personal Information about you outside Four Seasons Hotels and Resorts without your consent, where: (a) it is required or authorized by law (for example, in response to a legal subpoena); (b) it is required to provide you with services you have requested in which case you will be considered to have implied your consent (e.g. car rental); (c) if your stay has been paid for by a third party we will provide billing information to the paying party; or (d) if you have failed to pay amounts owed to a property.
If Four Seasons Hotels and Resorts suspects any unlawful activity is taking place, it may investigate and/or report its findings or suspicions to the police or other relevant law enforcement agency.
How do I access my Personal Information?
We understand that you may like to know what Personal Information we hold about you. We are happy to assist you with your request. To protect your Personal Information, however, we require that you prove your identity to us at the time your request is made. You may make a request to, if you are a hotel guest, the “Client Recognition Specialist”, or if you are a residential owner, the “Director of Residences” at the property where you stayed or resided, or for all Guests and Owners to the “Corporate Guest Historian” as set out below.
When you make a request in person, we will require you to produce some form of photo identification such as a passport or a driver’s license and you will be asked to sign a request form.
Where you make a request by other means, we require the request be made in writing via email, fax or letter including a copy of a government issued identification and signature. We also require home and business addresses and phone numbers so we can check them with our files and satisfy ourselves as to your identity.
The above information is required to create an audit trail of how the request has been handled. Where a request is made, any correspondence or application may be kept and added to your Personal Information.
Four Seasons reserves the right to decline access to your Personal Information under certain circumstances. If your Personal Information is not disclosed to you, you will be provided with the reasons for this non-disclosure.
How do I Revise my Personal Information?
If at any time you wish to update or access your Personal Information, you can do so by:
For hotel and resort Guests, contacting our Corporate Guest Historian:
via e-mail at firstname.lastname@example.org
via fax at 1 (416) 441-4676
via letter – Attention: Corporate Guest Historian
1165 Leslie Street
Toronto, Ontario M3C 2K8
For Residence Club and Private Residence Owners:
via the Director of Residences at the Owner’s home property
via e-mail at email@example.com
via fax at 1 (416) 441-4676
via letter – Attention: Corporate Guest Historian
1165 Leslie Street
Toronto, Ontario M3C 2K8
Or you may visit our web site at www.fourseasons.com or download and use our mobile App at in the following App Stores: Apple, Google, Amazon or at www.fourseasons.com/mobileapp.
How long is my Personal Information retained?
Your Personal Information will be stored for the period of time required by law in the jurisdiction of any hotel holding the information. It may be stored indefinitely by Four Seasons as long as there is a business purpose for doing so. From time to time we may delete your Personal Information if you have not stayed with us for a certain period of time.
How will I know if there are changes to this Policy?
How Is Personal Information affected by business transfers?
Four Seasons Hotels and Resorts manages properties on behalf of third party owners. Guest and Owner information required for the business transaction between the Guest or Owner and the property may be shared with the property owner, but all other Personal Information is considered to be proprietary to Four Seasons, and is not shared with property owners. If we cease to manage a particular property, all Personal Information remains with Four Seasons. Guest information required to process pending reservations and information that is historically shared with the property owner is retained by the property owner.
What laws apply to this policy?
If you have additional questions regarding the law or if you feel we have not treated your Personal Information appropriately, you may contact The Privacy Commissioner of Canada at the following address:
The Office of the Privacy Commissioner of Canada
30 Victoria Street
Toll-free number: 1-800-282-1376
Phone: (819) 994-5444 Web site: www.privcom.gc.ca
To whom do I direct questions or concerns regarding this policy?
Chief Privacy Officer
Four Seasons Hotels and Resorts
1165 Leslie Street
Toronto, Ontario M3C 2K8
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