Privacy policy

Information about the processing of your personal data in accordance with the General Data Protection Regulation.

The Privacy Policy forms part of the General Conditions that govern this website.

Who is responsible for processing your data?

LIVVO HOTEL GROUP, S.L.U.
Tax ID B-76.122.118
Avenida de Ansite, nº3 · 35011, Las Palmas de Gran Canaria, Spain
Phone: 928 240 038
Data Protection Officer: dpo@livvohotels.com

You may contact us in any way. We reserve the right to modify or adapt this Privacy Policy at any time. We recommend that you review it; if you have registered and access your account or profile, you will be informed of any changes.

Website or email contacts

What data do we collect through the website?

We may anonymously process your IP, your operating system or browser, and even the duration of your visit. If you provide data in the contact form, you will be identified so that we can contact you, if necessary.

For what purposes will we process your personal data?

To respond to your queries, requests or petitions.
To manage the requested service, answer your enquiry, or process your request.
To provide information by electronic means about your enquiry.
Commercial information or events by electronic means, where express authorisation exists.
To carry out analyses and improvements on the website, our products and services. To improve our commercial strategy.

What is the legal basis for processing your data?

The acceptance and consent of the data subject, granted through a voluntary action — for example, where to make a request you must complete a form and click the send button. By doing so, you necessarily acknowledge that you have been informed and have expressly granted your consent to the content of the clause attached to that form, or accepted the privacy policy.

All our forms include the * symbol on mandatory fields. If you do not complete those fields, or do not tick the privacy policy acceptance box, you will not be allowed to send the information.

How long will we keep your personal data?

Until the consent granted is revoked.

Guests

For what purposes will we process your personal data?

Your data will be processed in order to manage your booking, your stay at the hotel and to guarantee payment of the costs arising from that stay.

Your data will be communicated to the Spanish Security Forces and Bodies in compliance with current legislation, as well as to the travel agencies or operators involved.

The data will be kept for a minimum of 6 years in compliance with tax, commercial, consumer and traveller registry regulations.

What is the legal basis for processing your data?

The legal basis is your consent and compliance with the legal obligations established by Order INT/321/2021 of 31 March, which amends Order INT/1922/2003 of 3 July on registry books and traveller entry forms in lodging establishments and similar; Royal Decree 933/2021 of 26 October, which establishes the documentary registration and information obligations for natural and legal persons engaged in lodging and motor vehicle rental activities; and Order INT/1922/2003 of 3 July.

Customers

For what purposes will we process your personal data?

Drafting the budget and following it up through communications between the parties.
Information by electronic means about your request.
Commercial information or events by electronic means, where express authorisation exists.
Managing the administrative, communications and logistics services carried out by the Controller.
Invoicing and declaration of relevant taxes.
Carrying out the corresponding transactions.
Control and collection actions.
During card payment, the bank that owns the Virtual POS will collect the following personal data: connection type, date and time, IP address, device information, email address, mobile phone, browsing data, transaction data and data required by 3D Secure security protocols, solely for the purpose of detecting and preventing unauthorised payment operations.

What is the legal basis for processing your data?

The existence of a contractual relationship between the parties. Processing is necessary for the performance of a contract to which the data subject is a party or for the application, at the data subject's request, of pre-contractual measures.

How long will we keep your personal data?

For the duration of the relationship between the parties and the limitation periods derived therefrom.

LIVVO Plus loyalty programme

For what purposes will we process your personal data?

When you join the loyalty programme, we will process your personal data in order to manage the loyalty programme properly, where you will benefit from:

Discounts on bookings and purchases.
Additional benefits and exclusive promotions.
Receiving information about special sales and exclusive promotional offers.

What is the legal basis for processing your data?

The legal basis is your express, free and voluntary consent, which you may revoke at any time without affecting the lawfulness of processing prior to its withdrawal.

How long will we keep your personal data?

Your data will be kept until you revoke the consent given or request its cancellation or object to processing.

Quality surveys

For what purposes will we process your personal data?

To assess the level of quality of the service provided.
To improve the services offered, in compliance with ISO requirements.

What is the legal basis for processing your data?

The legal basis is the express consent of the respondent.

How long will we keep your personal data?

Until the consent granted is revoked.

Suppliers

For what purposes will we process your personal data?

Information by electronic means about your request.
Commercial information or events by electronic means, where express authorisation exists.
Managing the administrative, communications and logistics services carried out by the Controller.
Invoicing.
Carrying out the corresponding transactions.
Invoicing and declaration of relevant taxes.
Control and collection actions.

What is the legal basis for processing your data?

The legal basis is the acceptance of a contractual relationship or, failing that, your consent when you contact us or offer us your products in any way.

How long will we keep your personal data?

For the duration of the relationship between the parties and the limitation periods derived therefrom.

Social media contacts

For what purposes will we process your personal data?

To respond to your queries, requests or petitions.
To manage the requested service, answer your enquiry, or process your request.
To engage with you and create a community of followers.

What is the legal basis for processing your data?

The bases that legitimise the processing are the data subject's voluntary consent to make contact and, where applicable, the acceptance of a contractual relationship within the corresponding social network. The processing of data within the social network will be carried out in accordance with its Privacy policies.

How long will we keep your personal data?

We can only consult or remove your data in a restricted way, as it is held within a specific profile. We will process them for as long as you keep following us, being friends, or clicking "like", "follow" or similar buttons.

Any rectification of your data or restriction of information or posts must be made through the configuration of your profile or user account in the social network itself.

Job applicants

For what purposes will we process your personal data?

The main purpose of collecting and storing the personal data contained in your CV is to manage your participation in selection processes for possible job opportunities at our company. By ticking the privacy policy acceptance box, you grant us your explicit consent to share your job application with the different companies that form part of our business group.

This processing has the following purpose:

Evaluating your skills and experience to determine your suitability for available vacancies, expanding your employment opportunities — by sharing your profile with other companies in the group, we increase your chances of finding a position that matches your skills and professional aspirations.
Contacting you to arrange interviews and progress in the selection process.
Keeping you informed about future job opportunities at any company in the Group that align with your professional profile, provided you have given your consent.
Improving our recruitment and selection strategies through analysis of the profiles received, optimising selection processes through a coordinated approach within the Group, identifying applications that may be relevant to multiple vacancies in different Group companies.

This consent ensures that your information will be handled securely and in accordance with current data protection regulations, always respecting your rights and preferences.

What is the legal basis for processing your data?

The legal basis for processing your personal data is your explicit and informed consent, which you provide by submitting your CV and ticking our privacy policy acceptance box. This consent is considered a clear and affirmative agreement on your part to process your data for the specific purposes mentioned above.

How long will we keep your personal data?

We commit to keeping your personal data in our database for a maximum of ten years. This period is designed to allow us to consider your application for various job opportunities that may arise during this time; nevertheless, you have the right to request the deletion of your data at any time.

If no employment relationship is established, or if you withdraw your consent, we will securely delete your data before that period expires.

Do we include third-party personal data?

We do not collect or process third-party personal data directly through applications. Any third-party data you choose to share with us must have the explicit consent of those individuals; therefore, it is your responsibility to ensure that you have properly informed those individuals about the use of their data and obtained their consent before providing it to us.

Ethics channel

What data do we collect through the website?

If you identify yourself, we may collect: name, surname, email, phone number and the personal data of any third party you provide in the communication.

For what purposes will we process your personal data?

To manage the communications.
To adopt the corresponding corrective measures.
Where necessary, to inform you about the outcome of the procedure.

What is the legal basis for processing your data?

The legal basis is the legal obligation or, failing that, public interest.

How long will we keep your personal data?

The data will be kept for the period strictly necessary to clarify the facts reported. In any case, after six (6) months, the data provided will be anonymised unless they are being investigated in a different legal context.

Additional information about processing

Do we include third-party personal data?

No. As a general rule, we only process the data provided by the data subject. If you do provide third-party data, you must first inform and request the consent of those individuals; otherwise, you exempt us from any liability for non-compliance with this requirement.

And data of minors?

We do not process data of minors under 14. Therefore, please refrain from providing them if you are not of that age, or from providing data of third parties who are not of that age. LIVVO HOTEL GROUP, S.L.U. disclaims any liability for non-compliance with this requirement.

Will we send communications by electronic means?

These will only be carried out to manage your request, if it is one of the contact methods you have provided.
If we send commercial communications, they will have been previously and expressly authorised by you.

What security measures do we apply?

Rest assured: we have adopted an optimal level of protection for the Personal Data we handle, and we have installed all the means and technical measures available, according to the state of technology, to prevent loss, misuse, alteration, unauthorised access and theft of Personal Data.

To which recipients will your data be communicated?

Your data will not be transferred to third parties, except where required by law. Specifically, they will be communicated to the Spanish Tax Agency and to banks and financial entities for the collection of the service provided or product purchased, as well as to the data processors necessary for the execution of the agreement.

In the event of purchase or payment, if you choose any application, website, platform, bank card or other online service, your data will be transferred to that platform or processed within its environment, always with maximum security. During card payment, the bank owning the Virtual POS will collect data.

When we so order, our web development and maintenance company, or our hosting provider, will have access to our website. They will have signed a service contract that obliges them to maintain the same level of privacy as we do.

International data transfers may be carried out when using American applications. However, such transfers will be made to entities that have demonstrated compliance with the level of protection and guarantees in accordance with the parameters and requirements provided for in current data protection regulations, such as the European Regulation, or where there is a legal authorisation to carry out the international transfer.

What rights do you have?

To know whether or not we are processing your data.
To access your personal data.
To request the rectification of your data if they are inaccurate.
To request the deletion of your data if they are no longer necessary for the purposes for which they were collected, or if you withdraw your consent.
To request the restriction of the processing of your data, in certain circumstances, in which case we will only keep them in accordance with current regulations.
To port your data, which will be provided in a structured, commonly used and machine-readable format. If you prefer, we can send them to the new controller you designate. Only valid in certain cases.
To file a complaint with the Spanish Data Protection Agency or the competent supervisory authority if you believe we have not handled your case correctly.
To withdraw consent for any processing for which you have consented, at any time.

If you change any data, please let us know to keep them up to date.

Would you like a form to exercise your rights?

We have forms to exercise your rights — request them by email, or if you prefer, you can use those produced by the Spanish Data Protection Agency or third parties.
These forms must be signed electronically or accompanied by a copy of your ID document.
If someone represents you, you must attach a copy of their ID document, or have them sign with their electronic signature.
Forms can be submitted in person, sent by post or by email to the Controller's address at the beginning of this text.

How long do we take to respond to the exercise of rights?

It depends on the right, but at most one month from your request, and two months if the matter is very complex and we notify you that we need more time.

Do we process cookies?

If we use other types of cookies beyond those that are necessary, you can consult the cookies policy at the relevant link from the start of our website.

How long will we keep your personal data?

Personal data will be kept for as long as you remain linked to us.
Once you are no longer linked, the personal data processed for each purpose will be kept for the legally established periods, including the period in which a judge or court may require them in accordance with the limitation period for legal actions.
The data processed will be kept until the legal periods referred to above have elapsed, where there is a legal obligation to keep them, or, in the absence of such a legal period, until the data subject requests their deletion or withdraws the consent given.
We will keep all information and communications relating to your purchase or to the provision of our service for as long as the warranties of the products or services last, in order to address possible claims.