Privacy Policy

Scope of This Policy

This Policy applies to personal data processed by Ladera Resort, whether:

• Collected directly from guests, employees, vendors, website users or other counterparties;
• Received through third-party services such as travel agencies, booking platforms, or affiliate marketing partners;
• Captured by electronic means (e.g., website forms, mobile apps, CCTV, Wi-Fi access points); or
• Processed manually or electronically by authorized Ladera Resort personnel.

This Policy is binding on all departments and units within Ladera Resort and applies to data processing that occurs within and outside of Saint Lucia, subject to applicable transfer safeguards under the DPA.

PERSONAL DATA

We take the protection of your Personal Data very seriously. We are registered as a Data Controller with the Data Protection Commissioner and we are committed to compliance with the DPA including its core Principles and the processing of Personal Data. Personal Data is collected only for a legitimate purpose and to the extent necessary e.g. for the purpose of performing a contract with a Data Subject, protecting the vital interest of the Data Subject or for our legitimate business purposes. We will not  sell or make your Personal Data available to third parties unless it is integral to the services and goods provided by Ladera Resort. You can learn more about any third party processing by reading this policy and how we handle your data when you use our services.

For clarity, the following terms are more fully defined under the DPA but we have summarised their meaning as used throughout this Policy:

“Personal Data” means any information about a natural person relating to that person’s name, address, race, national or ethnic origin, religion, age, gender, marital status, education, medical or employment history.

“Data Subject” means an individual natural person to whom Personal Data relates.

“Sensitive Personal Data” means information about race, religion, health, biometric data, or criminal or financial records.

“Processing” means any operation concerning Personal Data including collection, storage, use, sharing, or destruction.

“Data Controller” means Ladera Resort, who either alone or with others, determines how Personal Data is processed.

 

At touch points throughout your interaction with us, we may collect the following Personal Data:

 

Contact information: name, gender, postal address, telephone number, email address

Payment information: Credit and debit card number or other payment date

Financial information in limited circumstances

Language preference

Date and place of birth

Nationality passport, visa or other government-issued identification data

Important dates, such as birthdays, anniversaries and special occasions

Employer details

Travel itinerary tour group or activity data

Interactions including prior guest visits, goods and services purchased, and special service and amenity requests

Social media account ID profile photo and other data publicly available

 

In limited circumstances, we also may collect:

 

Data about family members and companions, such as names and ages of children.

 

Biometric data such as digital images, and video and audio data via security cameras located in public areas, such as hallways and lobbies, in our properties.

 

Guest preferences and personalized data (“Personal Preferences”), such as your interests, activities, hobbies, food and beverage choices, services and amenities of which you advise us or which we learn about during your visit.

 

If you submit any Personal Data about other people to us or our Service Providers, third parties contracted by Ladera Resort to provide services as part of our overall Services, such as making a reservation for another individual, you represent that you have the authority to do so and you permit us to use the data to fulfil your request for our Services.

We collect Personal Data in a variety of ways:

 

Online Services: we collect Personal Data when you use our online services to make a reservation or purchase goods and services, to communicate with us, to post to our social media pages, to sign up for our newsletter(s) or participate in any offers or surveys.

 

Visiting and Contacting Our Hotel: we collect Personal Data when you visit our hotel and use our services including accommodation, bars and restaurants, meeting and events facilities, gym and spa.

 

Making Bookings and Reservations at Our Hotel: We collect Personal Data when you make a reservation by telephone or communicate with us by email or facsimile for any of our guest services. These communications may be recorded for purposes of quality assurance and training.

 

Internet-Connected Devices: We collect Personal Data from internet-connected devices used in our properties to fulfil our legal obligations e.g. compliance with anti-terrorism legislation.

 

Ladera App: Ladera App: The Ladera Resort app may collect user uploaded images such as your identification card when using the app's Mobile Check-In feature to check-in to the hotel.

“Other Data” is data that generally does not reveal your specific identity or do not directly relate to an individual. To the extent Other Data reveals your specific identity or relates to an individual, we will treat Other Data as Personal Data. Other Data include:

 

Browser and device data

Data collected through cookies and other technologies

Demographic data and other data provided by you

Aggregated data

We collect Other Data in a variety of ways:

 

Your browser or device: We collect certain data through your browser or automatically through your device, such as your Media Access Control (MAC) address, computer type (Windows or Macintosh), screen resolution, operating system name and version, device manufacturer and model, language, internet browser type and version and the name and version of the Online Services (such as the Apps) you are using. We use this data to ensure that the Online Services function properly.

 

Cookies: We collect certain data from cookies, which are pieces of data stored directly on the computer or mobile device that you are using. Cookies allow us to collect data such as browser type, time spent on the Online Services, pages visited, referring URL, language preferences, and other aggregated traffic data.  We use the data for security purposes, to facilitate navigation, to display data more effectively, to collect statistical data, to personalize your experience while using the Online Services and to recognize your computer to assist your use of the Online Services.  We also gather statistical data about use of the Online Services to continually improve design and functionality, understand how they are used and assist us with resolving questions.

 

Cookies further allow us to select which advertisements or offers are most likely to appeal to you and display them while you are using the Online Services or to send marketing emails. We also use cookies to track responses to online advertisements and marketing emails.

If you do not want data collected with cookies, you can learn more about controlling cookies at: http://www.allaboutcookies.org/manage-cookies/index.html.

You can choose whether to accept cookies by changing the settings on your browser. If, however, you do not accept cookies, you will experience limitations or inconvenience in your use of the Online Services.  We will not be able to recognize your computer, and you will need to log in every time you visit. You also will not receive advertising or other offers from us that are relevant to your interests and needs. At this time, we do not respond to browser “Do-Not-Track” signals.

 

Pixel Tags and other similar technologies. We collect data from pixel tags (also known as web beacons and clear GIFs), which are used with some Online Services to, among other things, track the actions of users of the Online Services (including email recipients), measure the success of our marketing campaigns and compile statistics about usage of the Online Services.

 

Google AdWords: We may use Google AdWords, a web analytics and search engine advertising campaign management service. Google AdWords uses cookies, web beacons, and other means to help us analyse how users use the site. You may find Google's Privacy Policy at http://www.google.com/intl/en/privacypolicy.html.

 

Analytics: We collect data through Google Analytics, which use cookies and technologies to collect and analyse data about use of the Services. These services collect data regarding the use of other websites, apps and online resources. You can learn about Google’s practices by going to www.google.com/policies/privacy// and opt out by downloading the Google Analytics opt out browser add-on, available at https://tools.google.com/dlpage/gaoptout.

 

Your IP Address: We collect your IP address, a number that is automatically assigned to the computer that you are using by your Internet Service Provider (ISP).  An IP address is identified and logged automatically in our server log files when a user accesses the Online Services, along with the time of the visit and the pages that were visited. We use IP addresses to calculate usage levels, diagnose server problems and administer the Online Services. We also may derive your approximate location from your IP address.

 

Aggregated Data: We may aggregate data that we have collected, and this aggregated data will not personally identify you or any other user.

We use Personal Data and Other Data to provide you with Services and to develop new services. In some instances, we will request that you provide Personal Data to assist us in delivering our services to you. If you do not provide the data that we request, or prohibit us from collecting such data, we may not be able to provide the requested Services.

 

We use Personal Data and Other Data for our legitimate business interests including delivering the Services you request such as hotel, restaurant, meetings and events and spa reservations: including the associated payment processing, administration, reservation confirmations, pre-arrival messages and delivery of services.

 

We will use Personal Data and Other Data to manage our contractual relationship with you, because we have a legitimate interest to do so and/or to comply with a legal obligation.

We will use your Personal Data to comply with health and safety protocols including pandemic tracing.

We will use your Personal Data to comply with applicable laws and regulations and to manage records pertaining to tax, auditing, immigration, security and fraud prevention.

Personal Preferences: We will use your Personal and Other Data to deliver a personalized experience; which is what we are renowned for:

Customizing your experience when you visit our hotels; sending you tailored marketing communications and offers; inviting you to participate in periodic surveys and customer satisfaction surveys.

 

Business Purposes: We use Personal Data and Other Data for:

Data analysis, audits, security and fraud monitoring and prevention. This includes the use of closed circuit television, door access cards, and other security systems;

Enhancing, improving or modifying our Services, identifying usage trends, and developing new goods and services; Processing payment and collection for services rendered;

Determining the effectiveness of our promotional campaigns; Operating and expanding our business activities.

Ladera Resort always aims to deliver exceptional service to you, and to do so we share Personal Data and Other Data with:

 

Business Partners who provide goods, services and offers that enhance your experience at our properties or that we believe will be of interest to you. By sharing data with these business partners, we are able to make personalized services available to you. For example, this sharing enables spa, concierge and other outlets at our properties to provide you with services.

 

Service Providers: We disclose Personal Data and Other Data to third-party service providers for the purposes described in this Privacy Policy. Examples of service providers include companies that provide website hosting, data analysis, payment processing, order fulfillment, information technology and related infrastructure provision, customer service, email delivery, marketing, auditing and other services.

 

Corporate Structure: we may disclose or transfer your Personal Data and Other Data to a third party in the event of any reorganization, merger, sale, joint venture, assignment, transfer or other disposition of all or any portion of Ladera Resort. Any transfer to a foreign country will only be made if such country maintains adequate levels of protection of your Personal Data as required under the DPA.

We will use and disclose Personal Data as we believe to be necessary or appropriate: (a) to comply with  applicable laws and regulations, including those outside your country of residence; (b) to comply with legal process; (c) to respond to requests from public and government authorities, including authorities outside your country of residence and to meet national security or law enforcement requirements; (d) to enforce our terms and conditions; (e) to protect our operations; (f) to protect the rights, privacy, safety or property of Ladera Resort, you or others; and (g) to allow us to pursue available remedies or limit the damages that we may sustain.

This Privacy Policy does not address, and Ladera Resort is not responsible for the privacy, data or other practices of any Business Partners or any third party operating any site or service to which the Services link. The inclusion of a link on the Online Services does not imply endorsement of the linked site or service by us. We have no control over, and are not responsible for, any third party’s collection, use and disclosure of your Personal Data.

 

We are not responsible for the data collection, use, disclosure or security policies or practices of other organizations, such as Facebook, Apple, Google, Microsoft, RIM or any other app developer, app provider, social media platform provider, operating system provider, wireless service provider or device manufacturer, including with respect to any Personal Data you disclose to other organizations through our Social Media Pages.

You have choices when it comes to how we use your data and we want to ensure you have the information to make the choices that are right for you.

 

If you no longer want to receive marketing-related emails, you may opt out by following the instructions in any email you receive from us.

You have the right at any time: You have the legal right to the following:

• To be informed as to whether we process your Personal Data and if so the scope and purpose of that processing;
• To request a copy of the Personal Data we have collected about you, if any;
• To request rectification of any errors or omissions in the Personal Data we have collected about you;
• To object to the processing of your Personal Data altogether, or for the purposes of direct marketing;
• To prevent the processing of your Personal Data outside the scope of your consent; and
• Assurance that no decisions having significant impact on you are processed by automated means only;
• To have Personal Data and including your personal preferences erased provided that the data is not required by Ladera Resort to fulfil a contract for goods and services or has to be retained for legal reasons;

If you wish to exercise any of your rights, please contact us stating which of your rights you wish to exercise at marketing@ladera.com , or by mail:

 

Ladera Resort

Rabot Estate

Soufriere

St. Lucia LC09 101

 

For your protection, we only fulfill requests for the Personal Data associated with the particular email address that you use to send us your request, and we may need to verify your identity before fulfilling your request. We will comply with your request as soon as reasonably practicable.

 

We will retain your Personal Data for the period necessary to fulfil the purposes outlined in this Privacy Policy unless a longer retention period is required or permitted by law.

 

The criteria used to determine our retention periods include:

The length of time we have an ongoing relationship with you and provide the Services to you (for example, for as long as you have an account with us or keep using the Services)

Whether there is a legal obligation to which we are subject (for example, certain laws require us to keep records of your transactions for a certain period of time before we can delete them)

Whether retention is advisable considering our legal position (such as, for statutes of limitations, litigation or regulatory investigations)

Ladera Resort will only request Sensitive Personal Data to safeguard a guest’s or its own interests. Examples are a guest’s health when using the Spa, allergy information that the hotel should be made aware of or identity information required for legal purposes or to prevent fraud.

The services of Ladera Resort are not directed to children under the age of eighteen (18); although of course children accompanied by their parents, guardians or responsible adult are welcome at Ladera Resort at our Dasheene Restaurant only.

A Parent or Legal Guardian must provide any Personal Data or Sensitive Personal Data to Ladera Resort if they wish Ladera Resort/Dasheene Restaurant to deliver tailored services to their Child; for example, remembering a birthday or catering for allergies.

Ladera Resort has in place strict security procedures to protect information. We protect your personal information during transmission by using Secure Sockets Layer (SSL) software, which encrypts the information that you provide online at our website. We will use commercially reasonable efforts to protect your information that you provide to us directly and how it is stored and processed. However, the Internet is not a secure environment and we cannot guarantee the security of information you send to us via email, VOIP, or phone. We will also continue to assess new technology for protecting information and upgrade our information security systems when appropriate.

 

Further, we permit only authorized Ladera Resort employees and third parties to access any personal information. If an employee misuses personal information, we may take disciplinary action, up to and including termination of employment. If any third party individual or organization misuses personal information, we will take action, up to and including termination of any agreement between Ladera Resort and that individual or organization.

The “Published” date at the top of this page indicates when this Privacy Policy was last revised. Any changes become effective from this date. Your use of our Services following these changes indicates that you accept the revised Privacy Policy.

CONTACTING US

If you have any questions about this Privacy Policy, please contact us at marketing@ladera.com  or by mail:

 

Ladera Resort

Rabot Estate

Soufriere

St. Lucia, LC09 101

 

Email communications are not always secure, so please do not include any credit card or Sensitive Data in your emails to us.

 

The Ladera Resort App

The Ladera Resort app may collect user uploaded images such as your identification card when using the app's Mobile Check-In feature to check-in to the hotel.