The controller responsible for processing your personal data is Barceló Gestión Hotelera, S.L. ("BGH" or "Barceló" in this document), with its registered office located at c/ Josep Rover Motta, 27, 07006 Palma de Mallorca, Spain. If you have any questions regarding data protection, you can contact the Barceló Group's Data Protection Office via email dpo@barcelo.com.

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

 

1. Processing of your payment card data by the payment service provider. If a user books their accommodation through the channels indicated in section 1, their card details will be automatically provided to the payment service provider to process the charges associated with the booking. The payment service provider will retain the card details for a limited time, solely for the purpose of processing any additional charges that may be incurred, as set out in the Terms and Conditions of the booking (e.g., possible extensions of the booking, charges for modifications or cancellations, etc.).

 

BGH will not retain the user's card data; it will be stored securely by the payment service provider, in accordance with its specific regulations. In this regard, BGH will only process information confirming whether the user has paid for the booking or any additional charges, as well as the payment card token (a unique code linked to the card that does not allow it to be used), to request that the provider process charges for any additional amounts.

 

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

 

2. Management of the reservation and purchased services. To manage and complete the purchase of products and the provision of the services offered by BGH, users have access to two 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 the user that the call is being recorded. The user's continuation of the call will be understood as consent to such recording, it being understood that if the user does not consent, BGH will be unable to process the booking request the user wishes to make.

 

To manage the user's requested booking, BGH must process the personal data provided 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 selected during the contracting process. This sending of information may involve the international transfer of data to a country that does not ensure 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 shared with such entities will be limited to the information strictly necessary to process the reservation for the hotel selected by the user and will be used by those entities solely for that purpose.

 

Likewise, BGH will process the information necessary to manage any requests submitted by the user to modify or cancel a booking.

 

If, through free-text fields or by making a request to a customer service representative, the user provides information relating to their health in order to arrange specific services, BGH understands that such information has been provided expressly and voluntarily by the user, as this information is not requested in advance. Such information will only be processed for the purpose of fulfilling the user's request (for example, providing an accessible room based on special requirements).

 

Legal basis: this processing is necessary for the performance of the contract.

 

Sending reminders for incomplete purchases (abandoned cart). BGH, at the specific request of the user, may send said user reminders about the non-completion of a contract that he 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 obtained the user's consent through the affirmative selection of the consent request presented during the booking process. However, if the user has identified themselves as a my Barceló member, BGH will carry out this data processing on the basis of its legitimate interest, as the user is already a member of my Barceló Benefits and the sole purpose of the processing is to remind the user of an incomplete purchase. 

 

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

 

Legal basis: this processing is necessary for the performance of the contract.

 

5. Sending information about offers and promotions for products and services offered by BGH by electronic means. 1. To offer users products and services of interest to them, BGH will send them offers for products and services related to those they have purchased from BGH.

 

Where applicable, a user registered with my Barceló Benefits, in accordance with paragraph 10, may receive special commercial communications for users of the program, 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 Information Society Services and Electronic Commerce Act, as well as to satisfy Barceló's legitimate interests in ensuring the network and information security.

 

6. For the purpose of sending commercial communications with offers related to products and/or services that the user currently has or has purchased in the past from BGH, and that may be of interest to the user, personal data may be processed for the purpose of creating profiles based on internal sources (e.g., cookie browsing data, historical and statistical data relating to purchases of BGH products). The results of such processing may be used to create and analyze personalized product offers through segmentation into different groups based on to common patterns. These profiles will be used only to send users personalized communications about products and/or services offered by BGH.

 

BGH informs users that, in order to carry out its marketing activities and continuously improve its products, it uses a service provider located in the United States, Salesforce Inc., which involves the international transfer of users' personal data. 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 purposes of BGH's legitimate interests.

 

7. Sending commercial communications about offers unrelated to purchased services and/or products. BGH may send you promotional offers for certain products that users can enjoy at the hotel (e.g., room furnishings, SPA, golf, Barceló Experiences). Similarly, BGH may send information about tourism and leisure activities, such as cultural activities, excursions, and 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 Barceló hotels for the personalization 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 reservation, in order to improve the experience of said user once staying at the hotel. To this end, BGH will communicate to the company that owns the hotel information 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 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 be communicated only with the user's express consent and to the hotel selected by the user for service personalization at the hotel that receives the booking.

 

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

 

9. Conducting market analysis. To provide its users with more personalized services, BGH will create profiles based on data extracted from sales to its users, as well as their travel preferences, travel history, and economic capacity. The data used in these profiles may have been obtained both from information generated by the user at the hotel where they stayed and from external sources (for example, the internet and social networks). This information is highly valuable to BGH as it enables the company to offer its users personalized products based on the interests they demonstrate through their use of hotel services, thereby enhancing the user experience both in their interaction with the requested service and in future contracts.

 

BGH informs that, to fulfill 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 registration in 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" checkbox. 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 obtained the user’s consent by selecting the newsletter subscription option.

 

11. Registration of the user in the my Barceló Benefits Loyalty Program. BGH will process the identifying information necessary to enable the user to register for the my Barceló Benefits loyalty program, which is intended for the user to access 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 Program via the contact channels provided by the user during registration (email, mailing address, or telephone number).

 

Receive special gifts to reward the use of the benefits and special conditions offered by my Barceló Benefits.

 

If 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, last name, 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 receives the user's consent in one of the following ways:

 

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

 

By ticking the consent checkbox when enrolling in the my Barceló Benefits Program during the purchase process of a BGH product.

 

By proactively choosing to sign in using Facebook or Twitter.

 

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

 

If the user of my Barceló Benefits provides personal data of a third party, the user guarantees the veracity of the information communicated to BGH and that said third party has been informed and, where appropriate, has given their express consent to the aforementioned transfer.

 

12. Text message alert program for my Barceló Benefits users. When signing up for the my Barceló Benefits Loyalty Program, the user will receive a text message with the option to subscribe to the BGH SMS Alert Program, BGH Alerts. The Program sends subscribed users text message alerts related to updates on their stays, promotions, and abandoned carts. To subscribe to the BGH Alerts Program, the user must have signed up for the my Barceló Benefits Loyalty Program and reply YES to the text message received to confirm the subscription to the BGH Alerts Program. To request help from the Program, they must send a text message with the word HELP. To request cancellation of the program, they must send a text message with the word STOP. The frequency of messages that the user subscribed to the BGH Alerts Program 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 the user sends YES, confirming their subscription to the Program.

 

13. Complaint management. To ensure centralized management of complaints submitted by the user regarding the contracted services, BGH will receive information about any complaint raised with the hotel to handle it and provide the user with an appropriate resolution. Accordingly, BGH must access the information generated by the user at the hotel to adequately address the complaint filed.

 

Where applicable, if the complaint concerns compensable losses or damages suffered by the user, BGH will share such information with its insurance provider to manage and resolve the user's claim.

 

Legal basis: this processing is necessary for the performance of the contract.

 

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

 

Similarly, users may submit such inquiries or requests by telephone. In such cases, BGH informs users that calls may be recorded to handle their requests appropriately and for security purposes.

 

Legal basis: this processing will only be carried out if BGH has the user's consent, either by ticking the relevant checkboxes in the aforementioned contact forms or through the user's voluntary acceptance when submitting an inquiry 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 their online reputation and make business decisions for the continuous improvement of their 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 BGH's legitimate interest in monitoring the reputation of its brand on the Internet and in resolving claims and complaints addressed through websites such as those indicated.

 

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 assert its legal rights, present the appropriate defenses, and pursue any claims it considers appropriate based on the facts and circumstances.

 

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 defense and in the filing of legal claims that it deems appropriate, in accordance with the Civil Procedure Act or the Criminal Procedure Act.

 

17. Sending customer satisfaction surveys. To assess users' satisfaction with the products and/or services purchased, BGH will send customer satisfaction surveys to obtain their feedback and support the continuous improvement of its services.

 

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

 

18. Conducting checks to detect fraudulent activities. To control and monitor actions that may constitute fraud in present or future contracts, BGH informs that it analyzes transactions to identify and examine in greater detail those it detects as suspicious for fraud during the recruitment period, and, where appropriate, draws up temporary exclusion lists.

 

Legal basis: this processing is based on BGH's legitimate interest, as it conducts monitoring and oversight of all transactions by its users to detect potential fraudulent activity during the contracting process.

 

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

The personal data obtained will be processed and retained for as long as the contractual relationship or the purpose for which they were collected is maintained. Thereafter, once the contractual relationship has ended or the personal data is no longer necessary for the purposes for which it was collected, BGH will retain the data in a restricted and protected manner for the purpose of making it available to competent public authorities, courts, tribunals, or public prosecutors, as required, during the applicable statute of limitations period and any legally mandated retention periods. BGH will proceed with the physical deletion of your data once these periods have elapsed.

 

If the user has given their consent to processing as described in this clause, BGH will retain their information for as long as the user does not withdraw the consent previously given through the means indicated in section V.

BGH may communicate the data to:

 

• Online payment service providers whose systems are connected to the Barceló website, in order to collect the reservation and possible additional charges.
• Companies that own Barceló-branded hotels. This communication may involve the international transfer of data. They will receive the personal data necessary to manage the reservation or the user's request.
• Insurance brokerage and insurance company of BGH if the user suffers compensable damage. 
• Competent public authorities, judges, and courts.
• Apart from the above data communications, BGH relies on the cooperation of certain third-party service providers who have access to customers' personal data and process it in the name and on behalf of BGH as a result of providing their services. Specifically, BGH engages third-party service providers in various sectors, including but not limited to legal advisory services, multidisciplinary professional services firms, technology service providers, and IT service providers. Among the providers is Salesforce Inc., a U.S.-based entity that adheres to the Privacy Shield.

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 indicated above.
• By sending a request to the email dpo@barcelo.com.

 

Users may, in relation to processing based on obtaining their consent, withdraw said consent by means of the procedure detailed in the previous paragraph.

 

Users may object to any processing based on BGH's legitimate interest, including, in particular, the sending of marketing communications, the creation of commercial profiles, and the sending of customer satisfaction 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, in the event of user consent.

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

 

In any event, users are informed that complaints regarding the processing of personal data will be handled by the Data Protection Officer of Barceló Gestión Hotelera, S.L., at C/ Josep Rover Motta, 27, 07006 Palma de Mallorca, Spain, or by email at dpo@barcelo.com, attaching in either case a copy of their DNI, NIF, or other official identification document.