Privacy Policy

The FRHL Global Privacy Policy

At FRHL we endeavor to provide our guests outstanding services and experiences in our hotel and luxury residences around the world. We value your business and your faith in us in delivering you a superior level of service. We recognize that privacy is important to our guests and hence FRHL's Privacy Policy explains our practices regarding personal information we collect when you visit our resort, restaurants, bars, our website, when you fill up a form and become member of our loyalty programs. Where the information is stored and how the information is used including the digital cookes.

We request you to read this policy document carefully before sharing personal information with us. By visiting our web sites, we assume, your acceptance to the practices described in this policy document.

This policy document covers the following areas relating to privacy of information provided by you:

  • Personal information collected by FRHL from its guests

  • How does FRHL use the personal information collected from its guests

  • Cidade de Goa's policy regarding protection of its guests' personal information

  • Dos & Don’t to ensure your security

  • Data protection officer - Contact details

  • Policy Modifications

Personal information collected by FRHL from its guests
There are a number of situations in which your personal information may be gathered by FRHL to serve you better at various touch points with our guests, we may collect the following personal information including, but not limited to: your name and contact information; date of birth; how you prefer to be addressed in communication from FRHL, preferred modes of communication; your job designation and business address; spouse name, anniversary, credit card details,CVV code; member number of our loyalty programs, your dates of arrival and departure from our hotel/restaurants/other outlets, your preferences when you stay or dine at Cidade de Goa, your transaction history at Cidade de Goa; offers you have availed of from third party marketers in response to communication from Cidade de Goa. Data is collected from electronic means, CCTV footage. We may also record details on guests who have stayed or dined with you at Cidade de Goa, including their names and contact details. Information is also collected through guest participation from various internal events, wedding celebrations and festive celebrations.

Besides the above, we may also collect the following:

  • When you fill a form (online or a hard copy), stating your preferences when you stay or dine at FRHL. Such information may include details relating to health matters.

  • If you choose to reserve a room online we record your arrival and departure dates, number of guests in the group, details of guest rooms and tariff details.

  • When you make a request for a proposal from our meeting planners, by visiting our websites.

  • When you contact us with your questions or comments.

  • Information is collected from the third party travel operators and taxi guides.

  • IP addresses and Cookies are collected through our website.

We do not knowingly collect personal information from individuals under 18 years of age. As a parent or legal guardian, please do not to allow your children to submit personal information without your permission. We do not knowingly collect information related to your racial or ethnic origin, political opinions, religious or other beliefs, health, criminal background or political affiliations, unless it is volunteered by you. We may use any health- related information provided by you only to serve you better and meet your specific needs when you stay or dine with FRHL.

Where is the information stored
Data is stored in the form of hard copy proofs such as reservation forms, guest feedback forms, conference feedback forms, manager on duty reports, restaurant staff feedback forms, travel desk feedback forms, which are further securely stored in digital format in our property management systems.

How does FRHL use the personal information collected from its guests
Your privacy is of utmost importance to us and we take it very seriously. We do not sell or rent your contact information to other marketers. We use your personal information to provide you with the services you request from FRHL, to help you make room reservations, to provide you with information about conferences and events at FRHL, to provide you the best benefits of the membership loyalty program, to manage claims, complaints or redressal, to send you promotional material, newsletters, special offers on Cidade de Goa’s services by email, direct mail and phone, to make you offers sourced from third parties, per your stated preferences or usage pattern exhibited at FRHL.

Who can access this information
The collected information is used by the resort staff, legal / health operation staff (on official request), service agents and digital marketing( Social Media - Facebook, Instagram, Twitter, Email and Cidade de Goa App) partners. The data is used primarily to render satisfactory services. You may always choose on the information you wish to disclose. However, upon failing on providing the requested information we will be restricted to perform certain tasks entitled to providing guest benefits or we may be prevented from complying with our legal obligations (such as to ensure the health and safety or proof of nationality for example passport).

Cidade de Goa’s policy regarding protection of its guests' personal information
FRHL takes precautions, including administrative, technical and physical measures- to safeguard your personal information against loss, theft, misuse, as well as unauthorized access, disclosure, alteration or destruction. However, unfortunately no security system or system of transmitting data over the Internet can be guaranteed to be entirely secure. You can help us by also taking precautions to protect your personal data when you are on the Internet. For your own privacy protection we advise you not to include sensitive personal information in any emails you may send to us. Please do not send credit card numbers or any sensitive personal information to us via email.

Dos & Don't to ensure your security

  • For your own privacy we advise you not to include sensitive personal information in any emails you may send to us. Please do not send credit card numbers or any sensitive personal information to us via email.

  • We do not knowingly collect personal information from individuals under 18 years of age. As a parent or legal guardian, please do not to allow your children to submit personal information without your permission.

Information Security
If you detect the information used by the resort is against your interest or is conflicting to your preconception. We request you to escalate your concerns to our Data Protection Officer - email address dpo@cidadedegoa.com who will suitably address all your concerns.

Policy Modifications
FRHL may update its privacy policy from time to time without prior notice and posted on the website.