Privacy Policy

The privacy and security of your information is very important to us. Whether you are booking a room or just a prospective visitors browsing our website and looking at our property/services, we want you to trust that the information that you have provided to us is being properly managed and protected.


PERSONAL INFORMATION

1) Personal data is any information that can be used to identify your identity directly or indirectly including your full name, information stated in identity card, passport or visa, credit card detail, guest stay information and any other data you provide to us.

2) We collect information of our guests and website visitors so that we can process reservations, receive customer service requests and/or enhance the experience that is relevant to one’s need.

3) Information that we may collect include, but not limited to the following:

  • Your name, email address, home and business address, phone number, nationality and payment card information
  • Information such as stay and room preferences made during the course of your reservation such as your preferred room type and specific requests to the Hotel
  • Guest feedback survey both in-hotel and online
  • Marketing preferences through registering for e-newsletters or programme membership

These information shall be deemed collected by us with your permission.

Should you be submitting any personal information relating to other people to us or our service providers (e.g. making a reservation on behalf of another individual), you represent that you have the authority to do so and permit us to use the information in accordance to this Privacy Statement.


HOW PERSONAL INFORMATION IS COLLECTED BY OUR HOTEL

We may collect information in a few ways, including but not limited to the following:


1) Through Online Services:

  • We may collect information when you make a reservation or purchase goods and services from us, communicate via our online chat services, email to inform us of special requests/preferences, sign up for e-newsletters and other programmes or participate in a survey, contest or promotional offer.
  • We may collect information offline when you make a reservation over the telephone or visit one of our hotels.
  • We may collect information when you register with our Hotel's loyalty/membership programme.

2) Other Sources:

  • We may collect information from other sources such as joint marketing partners and other third parties.
  • Personal Information may also be collected from information you provide to us if you enter a competition run by or on behalf of Swiss Avenue Hotel or you reply to a survey conducted by or on behalf of Swiss Avenue Hotel.

USE OF PERSONAL INFORMATION

We may use the information in various ways including personal contact via our website, through email and telephone correspondence.

Your personal data may be used for below purposes:

  • To process, confirm and arrange your reservation and request during your stay at Swiss Avenue Hotel.
  • For justifiable commercial reason in order to provide more personalized level of service, to develop our product & service, to conduct an analysis of our site in order to evaluate and improve our site performance and content we provide.
  • Provide services you request such as facilitation of reservations, sending booking confirmation and pre-arrival messages.
  • Provide information about meetings, events and/or celebrations.
  • Send administrative information, marketing communications, and promotional offers.
  • Conduct market research, customer satisfaction and quality assurance surveys, and direct marketing and sales promotions.
  • Allow for your participation in contests and promotions.
  • You may, in certain instances, be offered the option not to submit your personal information or to decide on the type of communication you want to receive from us. However, failure to provide your personal data or revocation of your consent may result in us being unable to provide you with effective and continuous service.

PROCESSING AND DISCLOSURE OF INFORMATION

We disclose your information in the following circumstances, including but not limited to:


1) We may disclose a guest's personal information to a person who, in the reasonable judgment of Swiss Avenue Hotel, is seeking the information as an agent of the guest - for example, a travel agent who is booking a reservation on behalf of the guest.

2) Personal information will be shared within other departments in the Hotel for which your reservation has been made so that they may provide the services you have reserved.

3) Following your stay, we may also send you post-stay communications and satisfaction surveys to get feedback on your experience.

4) Personal information may be shared with a third party retained by Swiss Avenue Hotel to perform functions on its behalf such as reservations handling, data processing or storage, sales and marketing, guest surveys, reviews or research.

5) Personal information may be shared with a public authority or an agent of public authority if in the reasonable judgment of Swiss Avenue Hotel Sdn Bhd it appears that there is an imminent danger to life or property which could be avoided or minimized by disclosure of the information, or which disclosure is compelled by legal authority.


COLLECTION OF OTHER INFORMATION

1) We may also collect “Other Information” that generally do not reveal your specific identity or do not directly relate to an identified individual.

2) At the time you access our sites, we automatically collect your data including log & device information, type of browsers, access time, page viewed, IP address, your browsing journey on our site, type of device (mobile, tablet or desktop), device operating system, and network provider.


PERSONAL DATA PROCESSED BY THIRD PARTIES

1) We may outsource the processing of certain functions and/or information to third parties. When we do outsource the processing of your personal information to third parties or provide your personal information to third-party service providers, we oblige those third parties to protect your personal information in accordance with the terms and conditions of this Policy, with appropriate security measures.

2) We wish to inform you that we may, from time to time, furnish your data to third parties who are professional data processors which process and store data for the Hotel. We currently engage E-Soft Business Solution on a professional basis and these parties are also bound by the requirements of the PDPA in, amongst others, keeping your personal information strictly private.

3) When third party service providers that perform certain business activities on behalf of Swiss Avenue Hotel require this information to process the services required, such as credit card processing, database management services, customer support services or guest surveys.

4) When there is an emergency and need to safeguard the life, health or property of an individual or corporation.

5) When it is necessary to comply with legal or regulatory obligations in accordance with applicable law thereof.

6) Any such parties will need to agree to comply with our privacy requirements before we provide them with information.


SECURITY MEASURES

1) The security of your personal data is our priority. Swiss Avenue Hotel takes all physical, technical and organisational measures needed to ensure the security and confidentiality of personal data. If we disclose any of your personal data to our authorized agents or service providers, we will require them to appropriately safeguard the personal data provided to them. They will only process your personal data on our instructions, and they are subject to a duty of confidentiality.

2) While we make every effort to protect your personal information, no security measures can completely prevent interference, misuse, accidentally lost, used or accessed in an unauthorized way or hacking. We shall not be responsible for any loss, misuse, or alteration brought on by such situations.


We may change this privacy policy at any time without prior notification to guests. Any changes of this policy will be posted on our site thus you are always informed. Changes to this Privacy Policy are effective when they are posted on this page. We encourage you to review this Privacy Policy whenever you access or interact to our sites.


REFUND / EXCHANGE POLICY

1) There shall be no refund for any cancellation of reservation.

2) No refunds or credit will be issued for no shows or non utilized confirmed room nights.

3) The Hotel reserves the right to charge your credit card for any cancellation fees due.

4) Reservation cancellation or reservation change is allowed without charge until 3 days before arrival.

5) Any reservation cancellation or failure to show on the specified check-in date shall be charged FULL stay room rates if cancellation is made after the deadline.

6) Any transaction fee chargeable by the bank will be deducted from all refundable amounts to be made.


FULFILLMENT POLICY

1) Guest will receive a confirmation email within 24 hours after payment is made. Guest need to present the confirmation email on phone / printed copy along with their identification card for verification purposes.

2) From 1st January 2023, as per Government of Malaysia requirements, hotel guests who are not Malaysian citizens or long-term / permanent residents of Malaysia will be levied a tourism tax of RM 10.00 per room per night stay. Please be informed that these changes in tax structure will result in revised taxes being charged and will be payable additionally during check in.