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Additional data protection information - website privacy policy


I.- Who is responsible for handling your data?


The entity in charge of your data is Barceló Gestión Hotelera, S.L. (hereinafter referred to as “BGH” or "Barceló") with registered office at c/ Josep Rover Motta, 27, 07006, Palma de Mallorca. If you have any questions regarding data protection, please contact the Barceló Group's Data Protection Office at dpo@barcelo.com.


II.- Why are we handling your data?


BGH hereby informs the interested party that their data will be handled by Barceló for the following purposes: 

1. Booking management and contracted services.To manage and carry out the purchase of products and provide the services offered by BGH, the user has two direct channels: the website (Barcelo.com) or the call center. In the event that the booking is made by telephone, BGH will record the call so that the customer can validate and verify the booking. BGH shall always inform the customer that they may record the call, with the understanding that the continuation of the call by the user gives consent for the recording, taking into account that non-consent means that the management of the booking request cannot be carried out as the user intended. To manage the booking requested by the user, BGH will need to process the personal data that the user provides through the data collection forms. For the same reason, BGH will transfer user information to the hotel owner of the hotel selected during the booking process. This data transfer may involve an international transfer of data to a country that does not offer the same level of personal data protection as the European Union. In accordance with data protection regulations, the international transfer will be made in order to fulfill the contract requested by the user. The data communicated to said entities shall be those essential to the processing of the hotel booking selected by the user and will only be used for this purpose. Likewise, BGH will handle the information necessary to manage any booking modifications or cancellations that have been requested by the user. In the event that the user provides health-related data in freely-worded fields, or by request of the call center agent in order to manage specific services, BGH understands that such data is expressly and voluntarily communicated by the user since there is no prior request for this information. This information will only be processed to manage the user's request (for example, adapted rooms based on special needs). 

Authentication: This process will only be carried out if BGH has the consent of the user. 

2. Sending reminders that the contract has not been completed (abandoned cart).1. BGH, based on user-specific requests, may send the user reminders about the failure to complete a booking that the user has initiated, taking into account the information that the user has included in the website payment form, and only in the event that the user has expressly accepted the receipt of the aforementioned reminder at that time of the non-completed booking. Authentication: This processing will only be carried out if BGH has received user consent through the positive marking of the consent request that will be displayed during the booking process. However, in the event that the user has identified as a my Barceló member, BGH will carry out this data processing based on a legitimate interest, given that the user already forms part of my Barceló and the sole purpose is to remind them of an incomplete booking.

3. Compliance with accounting, legal, fiscal and administrative obligations.

Authentication: Such processing is necessary for the execution of the contract.

4. Electronic sending of information about offers and promotions on products and services offered by BGH. 1. In order to provide the user with products and services that may be of interest to them, they will be sent offers on products and services related to those purchased with BGH. If applicable, any user who has registered with my Barceló in accordance with paragraph 10, may receive special commercial offers with discounts or exclusive deals aimed solely at such users.

Authentication: Such processing is necessary to comply with those legal obligations established by the Law of Services of the Information Society and Electronic Commerce, as well as to satisfy the legitimate interests of Barceló in guaranteeing the security of the network and the information.

5. In order to send commercial communications with offers related to products and/or services that you have already contracted or have contracted in the past with BGH, which may be attractive to the user, personal data may be processed for profiling based on internal sources (ex. cookies navigation data, historical and statistical data of BGH product contracting) whose results allow the preparation and analysis of personalized products, through segmentation into different groups in relation to common patterns. These profiles will only be used to send personalized communications about products and/or services offered by BGH.

BGH informs that in order to fulfill its marketing purposes and continuous improvement of its products, it will use a provider located in the United States called Salesforce Inc., which will thus produce an international transfer of data relating to its users. Said supplier is affiliated with the Privacy Shield agreement, which regulates international data transfers between managers located in the European Union and those located in the United States, guaranteeing that the transfer shall be made based on the terms of the agreement and that the supplier will process the data in accordance with the stipulations set out in this agreement.

Authentication: This process is necessary to satisfy the legitimate interests of BGH.

6. Sending commercial communication about offers not related to the services and/or products booked. BGH may send promotional offers about certain products that the user can enjoy at the hotel (ex. furniture in the room booked, SPA, Golf, Barceló Experience). Likewise, BGH may send information on activities related to tourism and leisure, such as cultural activities, excursions, sporting events, etc. which may or may not be offered together with the accommodation services at our hotels.

Authentication: This process will only be carried out if BGH has the consent of the user. 

7. Communication of your personal data to companies that own Barceló hotels in order to personalize the services to the user in the hotel. BGH may transfer your data to the owner of the Barceló brand hotel in which the user has made the booking in order to improve the user experience once at the hotel. Thus, BGH will communicate to the company owning the hotel this information which has been derived from the relationship between BGH and the user, as well as information obtained from other sources in accordance with the provisions of paragraph 8.

This transfer may entail international data transfers when the recipient hotel is located outside the European Union. In any case, the user’s information will only be communicated under express consent and to the hotel selected by the user in order to personalize the service at the hotel in which the booking has been made.

Authentication: This process will only be carried out if BGH has the consent of the user. 

8. Conducting market analysis. For the purpose of providing its users with more personalized services, BGH will create profiles based on data taken from previous sales, as well as catering to the user's tourism preferences, travel history, and financial capacity. The information used in these profiles may have been obtained from the information generated by the user at the hotel, as well as from external sources (for example: internet, social media). This information is very useful for BGH in order to offer its users personalized products based on the commercial interests displayed in the use of the services offered in the hotels so that the user's experience can be improved for both the service being requested and in future bookings. 

Authentication: This process will only be carried out if BGH has the consent of the user. 

9. Management of newsletter registration for sending, by electronic means, information about offers and promotions on products and services offered by BGH. The user can request their registration for the BGH newsletter by clicking on the “I want to subscribe” button. From that point onward, BGH may periodically send the aforementioned newsletter, which contains information about products and services offered by BGH.

Authentication: This processing will only be carried out if BGH has received user consent when marking the subscription option.

10. User registration in the myBarceló Loyalty Program. BGH will process the required identity information to enable user registration in the myBarceló loyalty program so that the user can enjoy certain discounts when purchasing products from BGH, consulting information about the hotels, or enjoying services or benefits solely for my Barceló users.

If applicable, my Barceló users may: 

  • Receive exclusive commercial communications from the Program through the contact channels provided by the user during registration (email, mail, or telephone number).
  • Receive special gifts as a reward for using the benefits and the special promotions offered by myBarceló. 

In the event that the user would like to identify themselves through Facebook or Twitter, they must know that in such cases said entity will provide us with the information relating to their identity (name, surname(s) and/or the network ID in question), as well as the information that the user would like to share at the time of confirming their registration through this means. 

Authentication: this processing will only be carried out if BGH has the user's consent given in one of the following ways:

  • Through voluntary registration in the program by the user via the registration form on the website. 
  • By marking the consent box when registering as a user in the myBarceló Program during the process of contracting a BGH product.
  • Through the proactive action of identification via Facebook or Twitter.

Notwithstanding the aforementioned, BGH may send or offer special gifts to myBarceló users based on a legitimate interest, considering the link between BGH and the user.

In the event that the myBarceló user facilitates personal data from a third party, the user guarantees the truthfulness of the information communicated to BGH, and was informed of this third party and obtained, in this case, their express consent for the aforementioned transfer.

11. SMS alert program for myBarceló users.By registering for the myBarceló Loyalty Program the user will receive an SMS with the option of subscribing to the BGH text alerts program, known as BGH Alerts. The Program sends subscribing SMS alerts to users related to updates for their stays and alerts regarding promotions and unfulfilled bookings. To subscribe to the BGH Alerts Program, the user must have registered in the MyBarceló Loyalty Program and respond with YES to the received SMS to confirm the subscription to the BGH Alerts Program. To request help for the Program you can send an SMS with the word HELP. To unsubscribe from the program you must send an SMS with the word STOP. The frequency of messages that the user will receive for the BGH Alerts Program is two messages per month. Data and/or messaging rates established by your operator may apply.

Authentication: This treatment will only be carried out if BGH has the consent of the user by sending YES to confirm the subscription to the Program.

12. Complaint management. In order to centrally manage those complaints that the user may file in relation to the services contracted by the user, BGH will receive the information relating to the complaint generated in the hotel, with the aim of processing the complaint and being able to offer an appropriate solution to the user. Thus, BGH requests access to the information generated by the user at the hotel to adequately deal with the complaint. If the claim is due to compensable damages suffered by the user, BGH will communicate this information to the insurance company contracted by BGH in order to manage the claim suffered by the user. Authentication: Such processing is necessary for the execution of the contract.

13. Management of queries and other requests.BGH will process the data necessary to respond to the query or request sent by the user through the various contact forms provided on the website and through the online chat form.

Likewise, the user may direct their questions or requests via telephone, in which case BGH will inform them that they may be recorded in order to answer their request correctly and for safety reasons.This processing will only be carried out if BGH has received consent from the user using the names specified in the contact forms mentioned, or deliberately understood in the participation of the consultation by telephone.

14. Online reputation monitoring.BGH may carry out checks on the evaluations that users make on websites such as TripAdvisor and others in order to monitor their online reputation and make business decisions to continuously improve their services, with the ability to contact users in the event of negative experiences to propose possible solutions. BGH understands that it has a legitimate interest in improving its services and protecting its brand. 

Authentication: This processing is based on the legitimate interest of BGH to monitor its brand’s reputation online and resolve claims and complaints made on websites such as those mentioned.

15. Legal or administrative procedures. In the event of possible legal or administrative proceedings that may arise as a result of services offered or provided, BGH will process the information necessary to present the appropriate allegations, exercise its right of defense, or file any claims it deems appropriate based on the events that have occurred. 

Authentication: This processing is based on legal obligations, marked by administrative regulations (mainly, the Law of Common Administrative Procedure), or is necessary for BGH to exercise its legitimate right to effective judicial protection, both in its right of defense and in the filing of legal claims that it deems appropriate, based on the Law of Civil Procedure or the Law of Criminal Procedure.

16. Submission of quality surveys. To assess the level of satisfaction of users with the products and/or services booked, BGH will send quality surveys in order to obtain their opinion about them and thus to improve the presentation of its services on a continued basis.

Authentication: This processing is based on the legitimate interest of BGH.

17. Implementation of controls for the detection of fraudulent activities. In order to control and monitor actions that may constitute fraud in current or future contracts, BGH informs the user that it carries out an analysis of the transactions carried out in order to identify and analyze in more detail those that it detects as suspicious, producing when appropriate, a temporary exclusion list.

Authentication: This processing is based on the legitimate interest of BGH, given that it involves the control and monitoring of all transactions carried out by its users to detect possible fraudulent behavior during the booking process.

18. Treatment of cookies data: information relating to the cookies policy is located at the following link


IV.- Who will we share your data with?


BGH may disclose data to: 

  • Companies owning hotels under the Barceló brand. This may entail an international transfer of data. They will receive the personal data necessary to manage the booking or manage the user’s request. 
  • Insurance brokers and the BGH insurance company in the event that the user should suffer compensable damage.
  • Competent Public Bodies, Judges and Courts. 
  • Beside the aforementioned data sharing, BGH works with third parties who provide services and have access to the personal data of the customers, which they process in representation and on behalf of BGH as a result of providing said services. To this end, BGH will contract the provision of services by third parties that make use of their activity, for example, and not limited, in the following sectors: legal advice, multidisciplinary professional services, tech services, IT services. Suppliers include Salesforce Inc., a company located in the United States and covered by the Privacy Shield.

V.- What rights do you require when providing us with your data?


Users may, if they wish, exercise their rights to access, amend and delete their data, and request that the processing of their personal data is limited, oppose, request the portability of their data, and to not be the object of automated individual decisions, by means of the following:

  • By sending a written request to the postal address above. 
  • By sending an email request to dpo@barcelo.com. 

Users may, in relation to those treatments that are based on the obtaining of their consent, withdraw their consent through the procedure described in the previous paragraph. Users may request opposition to those treatments based on the legitimate interest of BGH, in particular to receiving commercial communications, the creation of commercial profiles and receiving surveys.


VI.- How have we obtained your data?


The personal data that BGH processes are the personal data collected through:

- Our direct channels: 

  • Website (www.barcelo.com). 
  • Call Center for telephone requests. 

- Companies owning the hotels, if they have the user's consent. 

- Internet and social media, in the event of user consent.


VII.- With which authority can you exercise your right to claim?


Users may file a claim with the Spanish Data Protection Agency in relation to the response they have received from BGH in supporting their rights.

In the event of any event, the user is informed that the handling of complaints regarding handling the personal data will be processed by the Barceló Gestión Hotelera, S.L. Data Protection Officer, located in c/ Josep Rover Motta, 27, 07006, Palma de Mallorca, or by emailing dpo@barcelo.com, attaching an email to dpo, NIF or official document that identifies you.


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