Contact information
- Address, e-mail address, telephone number
Financial data
- Payment information and account number, type and number of credit/debit card.
Data on stay and use of services
- Period of stay, room number, date and type of service you used (stay, consumption of food and drinks, spa and wellness services, prices)
Footage of the video surveillance system
Technical data about the device
- IP address, login data, location data, time zone, browser type and version, operating system and other data about the device you use to access the website
Usage data
- Information about how and in what way you use our website, products and services. Available data during the availability check of accommodation units.
Marketing data
- Information about your contact preferences.
Telephone communication data
- Number of callers, recording of the conversation, duration of the conversation
Information about your preferences
- Information about what kind of room you want, type of bedding and similar special requests.
Special categories of personal data
As a rule, we do not collect these types of data, except in the following exceptional cases:
- We collect and process your health data related to allergies, if you have warned us about it, and only with your express consent.
- As part of providing spa and wellness services, we collect data related to health, in accordance with your express consent.
- If you have publicly published some of the above data.
Accommodation reservation, communication before guest arrival
Purpose of processing
- Reservation of stay dates, selection of facility and room type, choice of payment terms
- Sending a booking confirmation
- Booking management
- Preparation of documentation in accordance with accounting regulations
- Communication before guest arrival
Data type
- Identification data
- Contact data
- Financial data
- Information about your preferences
- Data on telephone communication (if this is the reservation/communication channel)
Legal basis
- Compliance with legal obligations
- Contract conclusion and execution
- Legitimate interest (business management and service/product management)
Registration (check-in) / Check-out and related actions
Purpose of processing
- Check-in and check-out of guests and room assignment
- Guest registration in internal systems
- Connection to requested offers and services
- Registration of data in the e-STRANAC system
- Recording guest preferences and requests and possibilities for further communication
- Use of parking and luggage storage
- Issuing hotel key cards
Data type
- Identification data
- Contact data
- Financial data
- Data on your preferences
- Data on stay and use of services
- Marketing data
- Car registration number
Legal basis
- Compliance with legal obligations
- Contract execution
- Legitimate interest (guest record-keeping, communication, and business management)
- Explicit consent (health and allergy data)
Reservation and use of services during the stay
Purpose of processing
- Use of restaurants, bars, spa and wellness facilities
- Booking and organising excursions and transfers
- Booking and using fitness programmes
Data type
- Identification data
- Contact data
- Financial data
- Data on your preferences
- Data on stay and use of services
Legal basis
- Contract execution
- Legitimate interest (guest record-keeping, communication, and business management)
- Explicit consent (health data)
Guest complaints
Purpose of processing
- Keeping records of guest complaints
Data type
- Identification data
- Data on stay and use of services
- Technical data (IP address)
- Data on the complaint
Legal basis
- Legitimate interest (business management, service improvement)
Compensation claims
Purpose of processing
- Recording guest compensation claims
Data type
- Identification data
- Data on stay and use of services
- Data on the compensation claim
Legal basis
- Legal obligation
- Legitimate interest (business management, service improvement)
Video surveillance
Purpose of processing
- Use of video surveillance systems for the protection of persons and hotel property
Data type
- Video surveillance footage
Legal basis
- Legitimate interest (protection of persons and hotel property)
Enabling the use of the Wi-Fi network
Purpose of processing
- Connecting the guest to the internet via the hotel Wi-Fi network
Data type
- Technical data
- Usage data
Legal basis
- Contract execution
- Legitimate interest (maintaining IT system security)
Direct e-mail marketing
Purpose of processing
- Sending emails to guests who stayed at the hotel, with information and offers about related services
- Sending emails to individuals who subscribed to the newsletter with promotional materials and special offers
Data type
- Identification data (name)
- Contact data (email address)
- Interests
Legal basis
- Legitimate interest (communication with the guest, marketing strategy)
- Consent
Surveys and satisfaction questionnaires
Purpose of processing
- Sending an email to the guest with a request to fill out a survey or satisfaction questionnaire
Data type
- Contact data (email address)
Legal basis
- Legitimate interest (business management, service improvement)
Website analytics tracking
Purpose of processing
- Monitoring visitor behaviour on the website to improve site functionality, identify interests, and optimise services
Data type
- Technical data
- Usage data
Legal basis
- Legitimate interest (business development, marketing strategy, strategic planning)
- Consent
Social media
Purpose of processing
- Communication via social media profiles
- Advertising
- Preparing and sending advertisements
- Tracking the effectiveness of advertisements
Data type
- Identification data
- Contact data
- Usage data
- Marketing data
- Technical data
- Preference data
Legal basis
- Consent (re-targeting)
- Legitimate interest (tracking ad effectiveness, business planning, creating marketing campaigns and business strategy)
Data retention
- We delete and destroy data related to the services you use during your stay for which we have no legal obligation to keep (e.g. data on luggage storage, parking lot use, lunch packages, etc.) after the end of the guest’s stay.
- The data we save in guest relations management systems, so that we can provide you with recommendations and personalised offers, we retain for a maximum of 24 months from your last request, reservation or communication.
- We retain data related to surveillance videos for a maximum of 60 days.
- We retain data that we collect on the basis of consent (e.g. e-mail newsletter) until consent is withdrawn.
Sharing personal data
Your personal data may be shared:
- In cases where you have agreed to share your personal data with a third party (e.g. in the case of using cookies).
- With judicial, tax, audit and other competent authorities, when we have reason to believe that we are obliged to share such data based on the law and other regulations, for example based on the request of the tax authority or in connection with pending litigation.
- With payment service providers with whom we have concluded contracts on the processing of personal data.
- With IT service providers whose systems we use in our business operations and with whom we have concluded appropriate data processing contracts, such as reservation systems, guest databases, CRM systems and mail systems.
- With the e-STRANAC system, in accordance with the regulations on the provision of catering services and the way of keeping a list and registration of tourists.
Exercising your rights
You may submit a request by sending it to the following physical address:
Platinum Group doo
Hotel Platinum
Hamdije Kreševljakovića 42
Sarajevo