Privacy policy

1. Information We Collect

By visiting our Site, we may automatically collect certain usage information, such as your IP address, geographic data, country, search preferences related to specific searches, browser, and information about your device's operating system, application version, language settings, and pages that have been shown to you. If you are using a mobile device to access our mobile app or mobile optimized Site, we might also collect information that identifies your mobile device, such as the device ID, location of the device (with your consent), and device-specific settings and characteristics.

We also collect information about you that you provide to us when using the Site or making a order such as you or guest name, address, phone number, credit card details, e-mail address, order Supplier name, order location and/or length of stay, any special requirements and your Florasiam account password for your orders.

If you need to get in touch with our customer support team, or reach out to us through other means (such as through social media, or messaging apps), we will collect the information you may choose to provide through such contact.

Where you submit reviews regarding your orders or other ancillary services available on our website through us, we will collect information from you included in your reviews, including your first name, country of residence and order photos (if you decide to submit any – please do not submit any personal data in photos, such as faces or other identifiable features).

You can decide to participate in our referral programs or other promotions, and doing this will also mean providing us with personal data. In addition to that, you can provide us with feedback or ask for help with using the Sites or our various communications platforms.

Where you are making a order with other guests whose details you provide to us as part of your order, or if you make a order on behalf of someone else, it is your responsibility to ensure that the person or people you have provided personal data about are aware that you have done so, and have understood and accepted how Florasiam uses their information (as described in this Privacy Policy).

2. How We Use the Information We Collect

We may use information collected through the Site to:

Provide you with the requested services, such as creating a user account, processing and confirming your order, and communicating with you about services requested, deal with special request, cancellations, rewards
Send you marketing communications about products, services, news, offers, promotions or surveys that may be relevant to you. The section about "Marketing channels and Opting-out of Marketing" explains more about the marketing channels we may use to communicate with you and how you can opt-out
Conduct surveys or provide you with information about our services on our Site or on other websites you may visit
Maintain and improve the Site, tailor the user experience (including indicating/providing advertisements about products and services of Florasiam or third parties that may be relevant to you or that you may be interested in), and for internal training
Protect the security of you and the Site
Exercising a right or obligation conferred or imposed by law, including responding to request and legal demands
When you make a order on one of our business partners’ websites or apps, we may also receive certain information such as your name and order information, including the order reserved, in order to process your order and identify which channel your order has originated from.

During calls with our customer support team, live listening may be done or calls may be recorded for quality and reference purposes which includes the usage of the recordings for the handling of claims, training and fraud detection purposes. If you would prefer that your call was not recorded, you can opt out by stating this, or by hanging up. Call recordings are kept for a limited amount of time and automatically deleted thereafter, unless Florasiam has a legitimate interest to keep such recording for a longer period, including for fraud investigation and legal purposes.

If you have not finalized a order online, we may send you up to two reminders to continue with your order. We believe that this additional service is useful to you because it allows you to carry on with a order without having to search for the order again or fill in all the order details from scratch. These reminders are one-time only communications and order information used for such reminders will be deleted from our systems in accordance with our data retention policy detailed below.

Please note that the confirmation emails and text messages sent after your booking are not marketing messages. These messages are part of your order order process. Respectively, they contain information for you to check in at your booked order and a separate invitation to complete the review form. You will continue to receive them, even if you have opted out of our marketing messages. Similarly, opting into receiving Price Alerts will not affect any other choices you have made regarding receiving communications from us.

If you have selected a Mix and Save offer but look to have only finalized part of the offer (e.g. only finalized the booking for one but not both rooms), we may send you an email confirming you selected Mix and Save and to remind you to complete all bookings for your selected Mix and Save offer. This message is part of the Mix and Save booking process confirming your selection and in case you have overlooked completing all bookings. In addition to this, we may also send you a pre-check in email reminding you about changing rooms during your stay at the accommodation.

As mentioned above, if you are completing the booking for another person who will stay at the reserved accommodation, you also have the option to insert the guest’s email address for the purpose that the guest will receive the order confirmation and a separate invitation to complete a guest review subject to this privacy policy.

Customer support on social messaging apps (e.g. Whatsapp, Line, Kakao, WeChat etc)

We may maintain social media accounts (beware of fake accounts !) and we may integrate with available social media services (e.g. social media messaging apps such Whatsapp, Line, Kakao, WeChat etc) for you to communicate with us about your orders, orders and our services. Whenever you connect with us through these apps, you may direct your social media provider to send us information about you such as your username, phone number, or other profile information, as controlled by your provider or as authorized by you via your privacy settings. Your social media provider will generally inform you about which information will be shared, so please carefully read their privacy and cookie policies ahead.

We discourage you from providing sensitive personal data (including credit card number, see more in Section 1) on any of our customer support channels. If you choose to disclose, Florasiam accepts your explicit consent to use that information as described in this Privacy Policy.

Your Communications with order Suppliers on the Site

We may also offer you and certain order Suppliers various means to communicate about orders and existing orders, directing the communications through the Site.

You can contact us or the relevant order Supplier with questions about your order or about your orders via the Site, and via other channels that we may make available.

We may access communications on any channels we make available and may use automated systems to review, scan, and analyze communications for security purposes; fraud prevention; compliance with legal and regulatory requirements; investigations of potential misconduct; product development and improvement; research; customer engagement, including to provide you with information and offers that we believe may be of interest to you; and customer or technical support. We reserve the right to block the delivery of or review communications that we, in our sole discretion, believe may contain malicious content, spam, or may pose a risk to you or, order Suppliers, us, or others. Note, all communications sent or received using the Site’s communication tools will be received and stored by us. Business partners through whose platform you made the order and order Suppliers may choose to communicate with you directly via email or other channels that we do not control.

Algorithms and Artificial Intelligence (AI)

As further described in our Terms of Use, we may deploy tools that utilize algorithms and AI to provide, improve, and develop our services. These tools may make use of your information, including personal data, to help us deliver, personalize, and enhance your experience. This may include, for example, generating personalized content, promotions or recommendations, tailoring the customer experience and support to you, and identifying potentially suspicious transactions to help prevent fraudulent use of our services.

Where we deploy such tools, we do so in accordance with applicable laws and with appropriate safeguards. In certain cases we may ask that you do not input personally identifiable information.