The data controller is Barceló Gestión Hotelera, S.L. (hereinafter, as far as this document is concerned, "BGH" or "Barceló"), with registered office at c/ Josep Rover Motta, 27, 07006 Palma de Mallorca. If you have any queries regarding data protection, you can contact the Barceló Group's Data Protection Office by email dpo@barcelo.com.

BGH hereby informs the Interested Party that their personal data will be processed by Barceló for the following purposes:

 

1. Processing of your bank card details by the payment service provider. In the event that the user books their accommodation through the channels indicated in section 1, their card details will be automatically provided to the payment service provider, in order to make the corresponding charges within the framework of this booking. The payment service provider will keep the card details for a limited time, solely for the purpose of charging any additional charges that may be incurred, as indicated in the Terms and Conditions of the booking (possible extensions of the booking, charges for modifications or cancellations, etc.).

 

BGH will not keep the user's card data, but it will be stored securely by the payment service provider, in accordance with its specific regulations. In this regard, BGH will only process the confirmation of whether the user has paid for the booking or the additional charges, as well as the bank card token (a specific code linked to the card that does not allow it to be used) to request the supplier to charge for additional charges.

 

Legal basis: This processing is necessary for the execution of the contract.

 

2. Management of the booking and contracted services. To manage and formalise the purchase of products and the provision of the services offered by BGH, the user has 2 direct channels: the website (Barcelo.com) or customer service.

 

In the event that the contract is made by telephone, BGH will proceed to record the call in order to accredit and verify the contract made by the user. BGH will always inform of the recording of the call, the user understanding that the continuation of the call implies their agreement with said recording and taking into account that non-conformity will imply the impossibility of managing the booking request that the user intends to make.

 

In order to manage the booking requested by the user, BGH must process the personal data provided by the user through the data collection forms.

 

For the same purpose, BGH will communicate the user's data to the entity that owns the hotel, depending on the hotel chosen during the contracting process. This sending of information may involve the international transfer of data to a country that does not offer the same level of protection for personal data as the European Union. In accordance with the provisions of data protection regulations, the international transfer will be carried out in execution of the contract requested by the user. The data that will be communicated to these entities will be those essential to process the booking of the hotel selected by the user and will only be used by them for this purpose.

 

In the same way, BGH will process the information necessary to manage requests for modification or cancellation of bookings submitted by the user.

 

In the event that, in freely worded fields or by request to the customer service agent, the user provides data relating to his/her health 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 and it will only be processed to manage the user's request (for example, rooms adapted according to special needs).

 

Legal basis: This processing is necessary for the execution of the contract.

 

3. Sending reminders for not completing the contract (abandoned basket). BGH, at the specific request of the user, may send said user reminders about the non-completion of a contract that he/she has initiated, taking into account the information that the user may have included on the website, in the payment form and only if the user has expressly accepted the receipt of the reminder mentioned at that time of the unfinished contract.

 

Legal basis: this processing will only be carried out if BGH has the user's 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 themselves as a user of my Barceló, BGH will carry out this data processing based on a legitimate interest, given that the user is already part of my Barceló Benefits and the sole purpose is to remember an unfinished contract. 

 

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

 

Legal basis: This processing is necessary for the execution of the contract.

 

5. Sending, by electronic means, information on offers and promotions of products and services offered by BGH. 1. In order to offer the user products and services of interest, offers of products and services related to those contracted with BGH will be sent to the user.

 

Where applicable, the user who has registered with my Barceló Benefits, in accordance with paragraph 10, may receive special commercial communications for users of the programme, with discounts or exclusive offers aimed solely at such users. 

 

Legal basis: This processing is necessary to comply with the legal obligations established in the Law on Information Society Services and Electronic Commerce, as well as to satisfy Barceló's legitimate interests in guaranteeing the security of the network and information.

 

6. For the sending of 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 (e.g. cookie browsing data, historical and statistical data on the contracting of BGH products) whose results allow the preparation and analysis of personalised products, through segmentation into different groups in relation to common patterns. These profiles will be used only to send you personalised communications about products and/or services offered by BGH.

 

BHG would like to inform users that, for marketing purposes and continuous improvement of its products, it uses a supplier located in the United States, called Salesforce Inc., which implies an international transfer of data relating to its users. This provider is a member of the Privacy Shield agreement, which regulates international transfers between data processors located in the European Union and those located in the United States, guaranteeing that the transfer will be carried out in accordance with the terms of the agreement and that the provider will process your data in accordance with the provisions of the agreement.

 

Legal basis: This processing is necessary for the satisfaction of BGH's legitimate interests.

 

7. Sending commercial communications about offers not related to the contracted services and/or products. BGH may send you promotional offers on certain products that the user can enjoy at the hotel (e.g. furniture for the room booked, SPA, golf, Barceló Experience). Similarly, BGH may send information about activities related to tourism and leisure, such as cultural activities, excursions, sporting events etc., which may or may not be offered in conjunction with our accommodation services in our hotels.

 

Legal basis: This processing will only be carried out if BGH has the user's consent.

 

8. Communication of your personal data to the companies that own the Barceló hotels for the personalisation of user services at the hotel. BGH may communicate your data to the company that owns the Barceló brand hotel where the user has made the booking, in order to improve the experience of said user once staying at the hotel. In this way, BGH will communicate to the company that owns the hotel the information derived from the relationship between BGH and the user, as well as that obtained from other sources, in accordance with the provisions of paragraph 8.

 

This communication may involve the international transfer of data when the hotel receiving the data is located outside the European Union. In any case, the user's data will only be communicated with the express consent of the user and to the hotel selected by the user for the personalisation of the service at the hotel receiving the booking.

 

Legal basis: This processing will only be carried out if BGH has the user's consent.

 

9. Conducting market analysis. In order to be able to provide its users with more personalised services, BGH will create profiles based on data extracted from sales made to its users, as well as on their tourist preferences, travel history and economic capacity. The data used in these profiles may have been obtained both from the information generated by the user in the hotel where they have stayed and extracted from external sources (for example: Internet, social networks). This information is very useful for BGH to offer its users personalised products based on the commercial interests evidenced in the use of the hotel services, in such a way that the user experience can be improved both in the provision of the requested service and in future contracts.

 

BGH informs that, to fulfil this purpose, it will also use its supplier located in the United States, called Salesforce Inc. The information on the international transfer can be found in paragraph 5 and section IV.

 

Legal basis: This processing will only be carried out if BGH has the user's consent.

 

10. Management of subscription to the newsletter for the sending, by electronic means, of information on offers and promotions of products and services offered by BGH. The user can request to subscribe to the BGH newsletter by ticking the "I want to subscribe" button. From that moment on, BGH may periodically send you the aforementioned newsletter, which contains information on products and services offered by BGH.

 

Legal basis: This processing will only be carried out if BGH has the user's consent when checking the option to subscribe to the newsletter.

 

11. Registration of the user in the my Barceló Benefits Loyalty Programme. BGH will process the identifying information necessary to enable the user to register for the my Barceló Benefits loyalty programme, which is intended for the user to enjoy certain discounts on the purchase of BGH products, consult information relating to hotels or enjoy services or benefits solely intended for my Barceló Benefits users.

 

Where applicable, my Barceló Benefits users may:

 

Receive exclusive commercial communications from the Programme through the contact channels provided by the user during registration (email, post or telephone number).

 

Receive special gifts as a reward for using the benefits and the special promotions offered by my Barceló Benefits.

 

In the event that the user wishes to register by identifying themselves through Facebook, Google or X, they should be aware that in this case these entities will provide us with the information relating to their identification (name, surname and/or ID of the network in question), as well as any information that the user wishes to share at the time of registering through this means.

 

Legal basis: This processing will only be carried out if BGH has the user's consent provided in one of the following ways:

 

Through the voluntary registration in the Programme by the user in the Registration Form on the Website.

 

By ticking the consent box when users register with the my Barceló Benefits Programme during the booking of a BGH product.

 

Through the proactive action of identifying themselves through Facebook or Twitter.

 

Notwithstanding the foregoing, BGH may send or offer special gifts to my Barceló Benefits users based on a legitimate interest, taking into account the relationship between BGH and the user.

 

In the event that the user of my Barceló Benefits provides personal data of a third party, the user guarantees the veracity of the information communicated to BGH, as well as having informed said third party and obtained, where appropriate, their express consent for the aforementioned transfer.

 

12. SMS alert programme for my Barceló Benefits users. When signing up for the my Barceló Benefits Loyalty Programme, the user will receive an SMS with the option of subscribing to the BGH SMS Alert Programme, BGH Alerts. The Programme sends subscribed users SMS alerts related to updates on their stays, promotions and the abandoned basket. To subscribe to the BGH Alerts Programme, the user must have signed up for the my Barceló Benefits Loyalty Programme and reply with YES to the SMS received to confirm the subscription to the BGH Alerts Programme. To request help from the Programme, they must send an SMS with the word HELP. To request to cancel the programme, they must send an SMS with the word STOP. The frequency of messages that the user subscribed to the BGH Alerts Programme will receive is 2 per month. The data and/or message rate established by your operator may apply.

 

Legal basis: This processing will only be carried out if BGH has the user's consent when sending YES, confirming their subscription to the Programme.

 

13. Complaint management. In order to centrally manage the complaints that the user files in relation to the contracted services, BGH will receive the information relating to the complaint generated at the hotel, in order to process it and offer the user an appropriate solution. In this way, BGH must access the information generated by the user at the hotel in order to adequately address the complaint filed.

 

Where appropriate, if the claim relates to compensable damages suffered by the user, BGH will communicate this information to the insurance company contracted by BGH to manage the user's claim.

 

Legal basis: This processing is necessary for the execution of the contract.

 

14. Management of queries and other requests. BGH will carry out the data processing necessary to respond to the query or request sent by the user through the different contact forms enabled on the website and the chat contact form.

 

Likewise, users can submit queries or requests over the phone, in which case BGH informs users that calls may be recorded in order to handle users’ requests as effectively as possible and for security purposes.

 

Legal basis: This processing will only be carried out if BGH has the user's consent, either by ticking the boxes enabled in the aforementioned contact forms or by voluntarily accepting the query made by telephone.

 

15. Online reputation monitoring. BGH may carry out checks on the ratings that users make on websites such as TripAdvisor and similar, in order to monitor its online reputation and make business decisions for the continuous improvement of its services, being able to contact users in case of negative experiences to propose possible solutions. BGH believes that it has a legitimate interest in improving its services and protecting its brand.

 

Legal basis: This processing is based on the legitimate interest held by BGH to protect its brand’s online reputation and resolve claims and complaints made on websites such as those mentioned.

 

16. Judicial or administrative proceedings. BGH, in the event of possible judicial or administrative proceedings that may arise from the services offered or provided by BGH, will process the information necessary to present the appropriate allegations, exercise its right of defence or file the claims it deems appropriate based on the events that have occurred.

 

Legal basis: This processing is based on legal obligations, set out in administrative regulations (mainly, the Common Administrative Procedure Act) or is necessary for BGH to exercise its legitimate right to effective judicial protection, both in its right of defence and in the filing of legal claims that it deems appropriate, in accordance with the Civil Procedure Act or the Criminal Procedure Act.

 

17. Submission of quality surveys. In order to evaluate the level of satisfaction of users with the products and/or services contracted, BGH will send quality surveys to obtain their opinion in this regard and thus continuously improve the provision of its services.

 

Legal basis: This processing is based on BGH's legitimate interest.

 

18. Carrying out controls to detect fraudulent activities. For the purpose of controlling and following up on actions that may be considered fraudulent, either currently or in the future, BGH would like to inform users that it carries out analysis on the transactions they make. This allows BGH to identify and analyse those users it detects as acting fraudulently in detail during the booking process and, if necessary, to draw up a list of those temporarily excluded from the booking process.

 

Legal basis: This processing is based on BGH's legitimate interest, since it carries out the control and monitoring of all operations carried out by its users to detect possible fraudulent conduct in transactions during the booking process.

 

19. Processing of cookie data: Information regarding the cookie policy can be found at the following link

Any personal data that can be accessed shall be processed and stored while the contractual relationship is ongoing or for the purpose for which they were collected. After this, BGH shall store personal data, in a duly secure manner, after the termination of the contractual relationship or when they are no longer required for the purpose for which they were collected, to make such data available to any competent Public Administration services, Judges and Courts, or the Prosecution Service during the statutory time limit for actions that may have arisen from the relationship held with the user and/or legally established retention periods. BGH will proceed with the physical deletion of your data once these periods have elapsed.

 

If users have given their consent for the processing purposes indicated in this clause, BGH shall retain their information provided that the consent previously granted by the user has not been withdrawn via the methods established in section V.

BGH may communicate the data to:

 

• Online payment service providers with systems connected to the Barceló website, in order to collect the booking payment and possible additional charges.
• Companies that own hotels of the Barceló brand. This communication may involve the international transfer of data. They will receive the personal data necessary to manage the booking or the user's request.
• Insurance brokerage and insurance company of BGH in the event that the user suffers compensable damage. 
• Competent public bodies, judges and courts.
• Besides the aforementioned data sharing, BGH works with third parties who provide services and have access to the customers' personal data, which they process in representation and on behalf of BGH as a result of providing said services. Specifically, BGH will contract the provision of services by third-party providers that carry out their activity, including but not limited to, in the following sectors: legal advice, multi-disciplinary professional services companies, technology service providers, IT service providers. Among the providers is Salesforce Inc., an U.S.-based entity that adheres to the Privacy Shield.

Users may exercise, if they wish, their rights of access, rectification and deletion of data, as well as request that the processing of their personal data be limited, oppose it, request the portability of their data, as well as not be subject to automated individual decisions, through the following means:

 

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

 

Users may withdraw their consent for the data processing carried out based on their consent by following the steps described in the previous paragraph.

 

Users may oppose the processing of their data based on the legitimate interests of BGH, particularly concerning receiving commercial communications, the creation of commercial profiles and receiving surveys.

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

 

- Our direct channels:

 

• Website (www.barcelo.com).
• Customer service for requests received by phone.

 

- Companies that own the hotels, in the event of having the user's consent.

 

- Internet and social media, if user consent has been obtained.

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

 

In any event, users are hereby informed that any claims relating to the processing of personal data shall be managed and processed by the Data Protection Officer of Barceló Gestión Hotelera, S.L., located at c/ Josep Rover Motta, 27, 07006, Palma de Mallorca, or by sending an email to: dpo@barcelo.com, attaching in both cases to this application, a copy of your DNI, NIF or official document that identifies you.