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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 “BGH”) with registered office at c/ Josep Rover Motta, 27, 07006, of Palma de Mallorca. If you have any queries regarding data protection, please contact the BGH Data Protection Officer by email dpo@barcelo.com.


II.- Why are we handling your data?


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

1. Booking management and contracted services. In order to manage and formalize the purchase of products and provision of services offered by BGH, the user has two direct channels: website (Barcelo.com) or 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 will always inform the customer that they may record the call, understanding the user that continued with the call, and taking into account that non-conformity will entail the impossibility of managing the booking request that the user intended to make. To manage the booking requested by the user, BGH should 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 depending on 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 the modification or cancellation requests requested by the user. In the event that on the free-performance fields, or by request to the call center, the user provides data regarding their health to manage specific services, BGH understands that data is expressly communicated and voluntarily communicated by the user, as there is no prior request for this information and will only be managed to manage user requests (for example, rooms adapted based on special needs).

Legitimation: This processing shall only be carried out if BGH has received user consent.

2. Sending reminders of no completion of contract(cart abandoned). 1. BGH, 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 on the website on the payment form, and only in the event that the user has expressly authorized the receipt of the reminder mentioned at that time of the booking not finalized. Legitimation: 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 of a booking. However, in the event that the user has identified as a my Barceló user, 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 remember a incomplete booking.

3. To fulfill accounting, legal, tax and administrative obligations.

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

4. Electronic media submission, 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 expected of their interest, they will be sent offers on products and services related to those purchased with BGH. If, in this case, the user who has formalized in my Barceló in accordance to paragraph 10, you may receive special commercial communications for program users with discounts or exclusive offers directed only to these users.

Legitimation: Such processing is necessary to comply with the obligations under the Law on Information Society Services and Electronic Commerce, as well as to satisfy Barceló’s legitimate interest in guaranteeing internet and information security.

5. Personal data may be processed in order to create profiles based on internal sources (e.g. browser cookie data, historical data and statistics regarding BGH products). These results allow for personalized products to be designed and analyzed through the segmentation of different groups based on common patterns. These profiles will only be used to send personalized communications about products and/or services offered by BGH.

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

Legitimation: Such processing is necessary to satisfy the legitimate interests of BGH.

6. Provision by BGH of sales communications on products and services not related to those already contracted by the user.BGH may send you promotional offers about certain products that the user can enjoy at the hotel (e.g., room furniture 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 our accommodation services at our hotels.

Legitimation: This processing shall only be carried out if BGH has received user consent.

7. Transfer of your personal data to companies owning Barceló hotels to personalize user services at the hotel. BGH may transfer your data to the owner of the Barceló brand hotel in which the user had made the booking to improve the user experience once it is located at the hotel. Thus, BGH will transfer the customer to the hotel company the information deriving from the relationship between BGH and the user, and it obtained from other sources in accordance with the provisions set out in 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 to personalize the service at the hotel’s reception destination.

Legitimation: This processing will only be carried out if BGH has received user consent.

8. Implementation of market analysis. For the purpose of providing its users with more personalized services, BGH will prepare profiles based on data taken from the sales carried out to its users, as well as catering to their 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, where they have been registered from external sources (for example: internet, social media). This information is very useful for BGH in order to offer its users personalized products according to the commercial interests shown in the use of the services offered at the hotels, so that the user experience can be improved for the provision of the service requested and future procurement.

Legitimation: This processing shall only be carried out if BGH has received user consent.

9. Registration of registration in the newsletter for electronic purposes, information about offers and promotions on products and services offered by BGH. The user can request their registration in the BGH newsletter by clicking on the “Want subscribe” button. From that point in time, BGH may periodically send the aforementioned newsletter, which contains information about products and services offered by BGH.

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

10. Registration of user in the myBarceló Loyalty Programme. BGH will process the identity information needed to enable user registration in the myBarceló loyalty program, so that the user can enjoy certain discounts when hiring products from BGH, consult information about the hotels or enjoy services or benefits solely for my Barceló users.

If applicable, my Barceló users may:

  • Receive exclusive commercial communications from the Programme through the contact channels provided by the user in the registry (email, post 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 its registration through this means.

Legitimation: this processing shall only be carried out if BGH has received user consent in one of the following ways:

  • By user registration through the Website registration form.
  • By marking the consent box when registering as a user in the myBarceló Programme during the process of contracting a BGH product.
  • Through the proactive action of identifying 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 their case, their express consent for the aforementioned transfer.

11. SMS alerts program for my Barceló users. By registering in the myBarceló Loyalty Programme, the user will receive an SMS with the option of subscribing to the BGH text alerts program, BGH Alerts. The Programme sends subscribing SMS alerts to users related to updates for their stays and alerts regarding promotions and abandonment. To subscribe to the BGH Alerts Programme, the user must have registered in the MyBarceló Loyalty Programme and respond with YES to the received text to confirm the subscription to the BGH Alerts Programme. To request the Programme help send an SMS with the word HELP. To request the Unsubscribe of the program, you must send an SMS with the word STOP. The frequency of messages that the user will receive to the BGH Alerts Programme is two messages per month. The data rate and/or messages established by your operator may be applied.

Legitimation: This processing will only be carried out if BGH has received user consent when sending YES confirming its subscription to the Programme.

 12. Complaint management. In order to centrally manage any complaints that the user may have regarding services booked by the user, BGH will receive the information relating to the complaint generated at the hotel, in order to process said claim and be able to offer the user a suitable solution. Thus, BGH requests access to the information generated by the user at the hotel to adequately deal with the complaint. If the complaint warrants damage for damages suffered by the user, BGH will transfer this information to the insurance company contracted by BGH in order to manage the incident suffered by the user. Legitimation: Legitimation: Such processing is necessary for the execution of the contract.

13. Managing questions and other requests. BGH will carry out those processing of the necessary data to be taken care of the query or request sent by the user through the different contact forms enabled on the website and through the form to contact a chat.

Likewise, the user may direct such questions or requests via telephone, in which case BGH informs them that they may be recorded in order to answer their request correctly and for safety reasons. Legitimation: 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. Monitoring of online reputation. BGH may carry out checks on the evaluations that users make on websites such as TriPadvisor and similar, in order to monitor their online reputation and be able to make business decisions to continuously improve their services, contacting 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.

Legitimation: This processing is based on the legitimate interest of BGH to monitor its brand’s online reputation 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 procedures that may arise due to the services offered or provided by BGH, BGH will process the necessary information to present the relevant allegations, exercise its right to defense or lodge any complaint that it deems necessary according to the facts.

Legitimation: This processing is based on legal obligations, set out in the administrative guidelines (mainly the Law of the Common Administrative Procedure), or is necessary for BGH to exercise its legitimate right to judicial form, both in its right to the right as well as in the interaction of legal claims that it deems opportune, based on the Civil Law or Criminal Arbitration Law.

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 provision of its services on a continued basis.

Legitimation: 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 present or future contracts, BGH informs that it involves analyzing the transactions carried out in order to identify and analyze those that detect the fraudulent of being fraudulent during the period of contract, creating, in the case, the hiring exclusion lists limited temporarily.

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

194 Information regarding the cookies policy is located at the following link: cookie policy link.


IV.- Who will we share your data with?


BGH may communicate data to:

  • Companies owning Barceló-branded hotels. This transfer may entail an international transfer of data. You will receive the personal data necessary to manage the booking or manage the user’s request.
  • Insurance brokerage and 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 writing to the postal address indicated above.
  • By emailing your 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 processed by BGH is the personal data collected through:

- Our direct channels:

  • Website (www.barcelo.com).
  • Call Centre for telephone inquiries.

- Companies owning the hotels, in the event of user 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.