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In‑Stay Personalisation and Guest Preferences

In-Stay Personalisation and Guest Preferences

At the COMO Group, we are committed to respecting your privacy and handling your personal data with care and transparency. As part of delivering thoughtful and seamless hospitality, we may use certain information to personalise your stay and tailor our services to your preferences.

This section explains how we collect, use, share and safeguard personal data in the context of in-stay personalisation, including information related to your accommodation, dining, wellness and service preferences.

We encourage you to read the following carefully to understand how your data enables us to enhance your experience, the measures we take to protect it, and the choices available to you regarding the use of your personal information. This section should be read together with our Privacy Policy, which provides further details on how we process personal data, including our practices on data retention, international transfers and security safeguards.


HOW WE PERSONALISE YOUR STAY

We may process certain personal data to personalise and enhance your stay experience. This may include:

  • applying your stated accommodation, dining, wellness and service preferences;
  • tailoring hospitality services and recommendations;
  • supporting accessibility or special requirements; and
  • enabling our teams to prepare for your arrival and deliver consistent service throughout your stay.

Depending on your interactions with us, this information may include profile data such as preferences, interests, feedback and special requests; booking and transaction data; children’s data where your reservation includes guests under 18; and accessibility, wellness or health-related information (for example, allergy or accessibility details) where you choose to provide it.


LEGAL BASIS FOR PROCESSING

We process personal data for in-stay personalisation based on our legitimate interests in operating our hospitality business and delivering an enhanced guest experience, while balancing these interests with your rights and expectations. Where required by law, or when processing special category data such as health information, we may rely on your explicit consent, vital interests or other lawful grounds permitted under applicable data protection legislation.


WHO WE SHARE YOUR DATA WITH

To provide in-stay personalisation, we may share relevant personal data with:

  • the COMO entity operating the property at which you are staying;
  • authorised property personnel on a need-to-know basis (including guest relations, housekeeping, food and beverage and spa/wellness teams);
  • service providers supporting our central CRM and operational platforms, which may enable controlled sharing of information across COMO properties in accordance with existing privacy safeguards.

Where personal data is accessed or transferred across jurisdictions, we apply suitable protections in line with applicable data protection laws.


DATA RETENTION

We retain personal data used for in-stay personalisation only for as long as reasonably necessary to fulfil the purposes described above, unless a longer retention period is required or permitted by law.


YOUR RESPONSIBILITY FOR CRITICAL INFORMATION

While we take reasonable steps to use your preferences to enhance your stay, personalisation cannot be guaranteed and may be limited by operational, availability, legal or safety considerations. If any information is critical to your health, safety or wellbeing, such as severe allergies, accessibility requirements, medical conditions, dietary restrictions or privacy/anonymity requests, you must inform the property team directly before and during your stay, even if this information has been provided previously.

To the extent permitted by law, COMO and the relevant property are not liable for loss, damage or injury arising from incomplete, outdated or inaccurate preference information provided by you, nor for situations in which personalisation cannot reasonably be delivered, nor for reliance on preference data that has not been clearly or promptly communicated by you.


YOUR CHOICES AND RIGHTS

You may request that we do not use your personal data for in-stay personalisation or ask that we restrict certain types of processing. Where processing is based on consent, you may withdraw it at any time; where processing is based on legitimate interests, you may object as permitted by law.

You are responsible for ensuring that any preference information you provide is accurate and up to date. If you provide personal data about other members of your party, including minors, you confirm that you have the authority to do so.

In-stay personalisation is intended to support service delivery during your stay and does not affect your separate marketing communication preferences.