Privacy Policy

Introduction

Ole-Sereni Hotel and Emara Ole-Sereni (collectively referred to as “we”, “our”, or “us”) are committed to protecting and respecting your privacy. This Privacy Policy describes how we collect, use, store, share, and safeguard your personal data when you interact with us—whether via our websites, mobile applications, at our physical premises, or through any digital platforms.

By accessing our services or websites (www.ole-serenihotel.com and https://emara.ole-sereni.com), you accept the practices described in this Privacy Policy. If you do not agree with the terms herein, please refrain from using our websites or services.

1. Scope

This Privacy Policy applies to all guests, users, and visitors of Ole-Sereni Hotel and Emara Ole-Sereni, covering both online and offline interactions.

2. Data We Collect

We may collect the following categories of personal data:

• Identification Data: Name, email, phone number, postal address, ID or passport number, nationality.
• Transaction Data: Booking details, payment and billing details, room preferences.
• Technical Data: IP address, device type, browser type, operating system.
• Interaction Data: Chatbot messages, feedback forms, customer reviews, and support communications.
• Usage Data: Cookies, navigation paths, search queries, interaction with third-party apps such as Matchpoint and Hustle Sasa.

3. How Data is Collected

• Direct submission through forms, reservations, loyalty program signups, newsletter subscriptions.
• Automated tracking technologies including cookies, Google Analytics, session trackers.
• Third-party tools such as online booking engines, payment gateways, chatbot providers.
• Social media plugins, embedded content, and integrated mobile apps.

4. Legal Basis for Processing

• Consent (e.g. newsletter sign-up)
• Contractual necessity (e.g. hotel booking)
• Legal obligation (e.g. tax compliance)
• Legitimate interest (e.g. service improvement, analytics)

5. Purposes of Data Use

• To process bookings, check-ins, payments, and service requests
• To communicate confirmations, invoices, offers, and feedback
• To personalize services and tailor marketing communications
• To analyze website traffic and usage trends
• To respond to customer inquiries, reviews, and complaints
• To comply with legal obligations including KRA, TRA, and immigration authorities
• To process job applications or event registrations

6. Cookies and Tracking Tools

Our websites use first-party and third-party cookies (e.g. Google Analytics) to track visitor behavior and enhance user experience. You may disable cookies via your browser settings, but this may impact website functionality.

We may also use persistent and session cookies to maintain login sessions, user preferences, and analytics data. Third-party cookies may be used by our payment processors, advertising partners, or loyalty providers.

7. Data Sharing

We do not sell your data. However, your data may be shared with trusted third parties, such as:

• Booking engine and payment gateway providers
• Legal, regulatory, or governmental authorities (e.g. in response to court orders)
• Professional advisors, consultants, or auditors
• Advertising and marketing partners
• Affiliated hotel management entities or group companies

8. Retention of Data

We retain personal data only as long as necessary to fulfill the purposes outlined above or to comply with legal, regulatory, or contractual obligations. For example, KRA and other tax-related records may be retained for 7 years or more.

9. Data Security

We implement industry-standard security practices (firewalls, encryption, access control) to prevent unauthorized access, loss, misuse, or disclosure of your personal data.

Despite our efforts, we do not guarantee complete security of data transmitted over the internet, and users are advised to take precautions when sharing personal information online.

10. Data Subject Rights

You may exercise your rights under the Data Protection Act, 2019, and applicable international laws:

• Right to access personal data
• Right to rectification or correction
• Right to deletion (“right to be forgotten”)
• Right to object or withdraw consent
• Right to data portability
• Right to restrict processing

For any such request, kindly contact our Data Protection Officer.

11. Third-Party Services & Embedded Content

Our websites may feature embedded content (e.g. videos, plugins, apps) which behave as if you are visiting the third-party website directly. Such sites may collect and process your data independently. We do not control the data practices of third parties.

12. Children’s Privacy

We do not knowingly collect personal data from children under 18 years. If you believe we have unintentionally collected such data, please contact us and we will take appropriate action.

13. Limitation of Liability

Ole-Sereni Hotel and Emara Ole-Sereni shall not be held liable for any direct or indirect damages arising from misuse of your personal data by third parties, failure of third-party plugins or booking engines, or unauthorized access beyond our control.

14. Sale of Business or Transfer of Ownership

In the event of a merger, sale, liquidation, or acquisition, your data may be transferred to the acquiring entity provided that such entity upholds the terms of this Privacy Policy.

15. Updates to this Privacy Policy

We may revise this Privacy Policy from time to time. Updates will be posted on our websites, and continued use of our services constitutes acceptance of the updated policy.

16. Governing Law

This Privacy Policy is governed by the laws of the Republic of Kenya. Any disputes arising shall be subject to the exclusive jurisdiction of Kenyan courts.

17. Contact Us

If you have questions, requests, or complaints relating to your personal data or this Privacy Policy, please contact:

Data Protection Officer
Ole-Sereni Hotel and Emara Ole-Sereni
Email: info@ole-serenihotel.com
Tel: +254 732 191 000