Agoda Privacy Policy

Agoda Privacy Policy


Introduction

Last Updated in May 2018

This Privacy Policy describes how Agoda Company Pte. Ltd. (30 Cecil Street, Prudential Tower #19-08, Singapore 049712) ("Agoda," "we," "us," "our") collects, uses, and shares information about you when you visit and interact on our website (mobile and desktop) and mobile app (collectively, "Site"). Below is a summary of our privacy practices. Our full Privacy Policy is available below, or you can click the links on any of the points detailed in the summary table for further details.

1. CollectionWe may collect information about you, such as your name, phone number, email address, and credit card details through your use of the Site.
2. UseWe may use your information to provide the requested services, maintain and improve the Site, and send you marketing communications.
3. Mobile DevicesWith your consent, we may send you push notifications with information about your reservations and Agoda programs of your choosing.
4. SharingWe may share your information with suppliers, service providers, and our affiliates.
5. Privacy RightsYou have rights related to requesting information regarding how we share with third parties.
6. CookiesWe may use cookies and similar technologies to help provide our Site, understand and customize your preferences, and display relevant advertising.
7. Opting out of Marketing EmailsYou may opt-out of Agoda's email marketing communications by using the unsubscribe link in our marketing emails or by changing your account settings.
8. International TransfersWe maintain appropriate protections for cross-border transfers as required by law for international data transfers.
9. Information from Other PartnersWe may collect information from affiliated entities, business partners, or other third party providers and you may opt-out of this collection.
10. SecurityWe maintain reasonable security measures to protect your information and require our service providers to do the same.
11. Access RightsYou may exercise certain rights of access, correction, deletion, portability, or object to certain processing of your information.
12. Updates to Privacy PolicyWe will notify you of any material changes by posting the updated version of this Privacy Policy and taking other steps as needed.
13. Third Party LinksWe may provide links to Third Party Websites that are not owned or controlled by us, and are governed by separate user terms and privacy statements.
14. Additional ConsiderationsInformation related to minors, policy language, and Terms of Use.
15. Contacting UsPlease contact us with any questions about this Privacy Policy or our privacy practices as detailed below.

1. Information We Collect

We collect Information about you that you provide to us when using the Site, such as your name, address, phone number, credit card details, e-mail address, accommodation name, accommodation location and/or length of stay, and your Agoda account password.

By visiting our Site, we may also automatically collect certain usage information, such as your IP address, geographic data, country, search preferences related to specific searches, browser, and information about your device's operating system, application version, language settings, and pages that have been shown to you. If you are using a mobile device to access our mobile app or mobile optimized Site, we might also collect information that identifies your mobile device, such as the device ID, location of the device (with your consent), and device-specific settings and characteristics.

If you participate in an Agoda program, there may be limited additional information that we may collect from the accommodation about your stay; for example, a list of charges (anonymized) as part of the Agoda Reception program. When you make a reservation, our system registers through which means and from which websites you have made your reservation. We may also collect certain information through cookies, tags, and similar technologies as detailed below.

Where required by law, we rely on the following legal bases to process information about you:

  • Necessity to Perform Contract with You - we need to process your information in order to provide our travel reservation services to you, answer questions and requests from you, and provide customer support;
  • Our Legitimate Interests - we process your information for security and safety; to detect and prevent fraud; to protect and defend the rights or property of others, or our own rights and interests; to customize and provide our reservation travel services to you; and to respond to lawful requests, court orders, and legal process;
  • Compliance with Legal Obligations - we need to process your information to comply with relevant laws and regulatory requirements;
  • Consent for Direct Marketing Communications and Non-Essential Cookies - we rely on your consent to send direct marketing and to use/allow non-essential cookies. You can unsubscribe from direct marketing at any time by following the instructions set out in this Privacy Policy; and
  • Protect Vital Interest - we may need to process your information in case of emergency involving an individual's life or health.

2. How We Use the Information We Collect

We may use information collected through the Site to:

  • Provide you with the requested services, such as creating a user account, processing and confirming your reservation, and communicating with you about services requested (e.g., pre-reservation or post booking chat support (excluding credit card number), special request, cancellations, rewards
  • Send you email marketing communications about products and services that may be relevant to you
  • Conduct surveys or provide you with information about our services on our Site or on other websites you may visit
  • Maintain and improve the Site, tailor the user experience, and for internal training
  • Protect the security of you and the Site
  • Exercising a right or obligation conferred or imposed by law, including responding to request and legal demands

When you make a reservation on one of our business partners’ websites or apps, we may also receive certain information such as your name and reservation information, including the accommodation reserved, in order to process your reservation and identify which channel your reservation has originated from.

If you have not finalized a reservation online, we may send you a reminder to continue with your reservation. We believe that this additional service is useful to you because it allows you to carry on with a reservation without having to search for the accommodation again or fill in all the reservation details from scratch. You may opt-out of receiving these reminders as detailed below under "Opting Out of Marketing Communications from Us."

Please note that the confirmation emails and text messages sent after your booking, as well as the guest review emails sent after your departure, are not marketing messages. These messages are part of your accommodation reservation process. Respectively, they contain information for you to check in at your booked accommodation, and tools to optionally rate that accommodation after your stay. You will continue to receive them, even if you have opted out of our marketing messages. Similarly, opting into receiving Price Alerts will not affect any other choices you have made regarding receiving communications from us. If you elect to receive Price Alerts, you will be able to opt out of receiving the same by clicking on the “turn off price alerts” or a similar message found in the Price Alert sent to you.

Moreover, and as further described in the Terms of Use, if you are completing the booking for another person who will stay at the reserved accommodation, you also have the option to insert the guest’s email address for the purpose that the guest will receive the reservation confirmation and a separate invitation to complete a guest review. You are required to ensure that you are permitted to share the guest’s email address with Agoda for this purpose.

Communications on the Site

We offer you and accommodation partners various means to communicate about accommodations and existing reservations, directing the communications through the Site. You can contact us with questions about your reservation or about your accommodation via the Site, and via other channels that we may make available.

We may access communications and may use automated systems to review, scan, and analyze communications for security purposes; fraud prevention; compliance with legal and regulatory requirements; investigations of potential misconduct; product development and improvement; research; customer engagement, including to provide you with information and offers that we believe may be of interest to you; and customer or technical support. We reserve the right to block the delivery of or review communications that we, in our sole discretion, believe may contain malicious content, spam, or may pose a risk to you or, accommodation partners, us, or others. Note, all communications sent or received using the Site’s communication tools will be received and stored by us. Business partners through whose platform you made the reservation and accommodation partners may choose to communicate with you directly via email or other channels that we do not control.

3. Mobile Devices

With your consent, we may send you push notifications with information about your reservation, potential future stays, or as part of any Agoda programs that you participate in, including coupons. You may grant us access to your location information or contact details in order to provide services requested by you. When you upload a picture from your mobile device, your picture may also be tagged with your location information. Please read the instructions of your mobile device to understand how to change the settings and enable the sharing of such information or the receipt of (or opt out of receiving) push notifications (including Software Development Kit ("SDK") and push token data). Different device operating systems may have different default settings, so please familiarize yourself with such settings governing push notifications.

4. Sharing Your Information

In connection with your visit to our Site and use of our services, we may share your information as follows:

  • Suppliers - such as accommodation properties (e.g., the specific accommodation that you have requested us to reserve) and/or third party accommodation suppliers (e.g., Booking.com) in order to finalize your reservation. If you are enrolled in our Agoda Reception Program, we may share your credit card information with suppliers in order to provide the program and cover charges incurred. Suppliers also include transportation providers that you have booked through our Site in order to confirm your transportation booking.
  • Third Party Service Providers - such as third party loyalty programs, web hosting, data analysis, marketing (also on websites of such third parties), customer care, credit card and payment services, and other add-on (e.g., mileage program, trip planning) service providers we appoint to perform services on our behalf.
  • Our Affiliated Group Companies - our affiliated (group) companies' employees who have access to this information with our permission and who need to know or have access to this information to perform the service requested by you (including customer services) and internal (audit/compliance) investigations.
  • Where Required or Permitted by Law - such as to protect ourselves against liability, to respond to subpoenas, judicial processes, legitimate requests, warrants or equivalent by law enforcement officials or authorities, to investigate fraud or other wrongdoing or as otherwise required or necessary in order to comply with applicable law, protect our legitimate interests or to the purchasers in connection with any sale, assignment, or other transfer of all or a part of our business or company. We may also, in compliance with applicable law, disclose your information to enforce or apply the terms and conditions applicable to our services or to protect the rights, property, or safety of Agoda, our users, or others.
  • Business Reorganization - such as part of any sale, assignment or other transfer of our business, or transition of service to another provider. We will ask for your consent if required by applicable law.

We provide appropriate protections for such sharing as required by applicable law to prohibit third parties from using your information for their own purposes, and to address the security and confidentiality of your information. Except as disclosed in this Privacy Policy or as required or permitted by applicable law, we will not disclose your information to third parties without your consent.

5. Privacy Rights

California Privacy Rights

If you are a California resident, you have the right to request information from us about how we may share certain categories of your information with third parties, for the third parties' direct marketing purposes. To exercise this right, please contact us at dpo@agoda.com with "California Privacy Rights" in the subject line to receive such information.

South Korea Privacy Rights

If you are a South Korean resident, you may request information from us about how we may share certain categories of your information with third parties. Agoda may provide third parties with your information as set forth below:

Third Party Recipients Information Collected, Purposes, and Retention
Suppliers (e.g., Lotte Hotels & Resorts
The Shilla Seoul
Shilla Stay Hotels
The Plaza Seoul
Skypark Hotels
Sejong Hotel Seoul Myeongdong
The Grand Hyatt Hotel
Novotel Ambassador Seoul
Ramada Seoul Hotel
Oakwood Premier Coex Center)
Process reservation details (e.g., name, email address, phone number, and credit card number (for Agoda Reception Program participants) in connection with finalizing your reservation. Please see the section "Data Retention" below for details on how long we may retain your information.

We also entrust the processing of your information as provided below, accompanying such entrustment with contractual safeguards to protect your information:

Name of Trustee Entrusted Functions
Data Warehousing TrusteeHosting databases used to maintain customers' information.
Payment Processing TrusteeProcessing customers' credit/debit card information.
Direct Marketing TrusteeManaging Agoda's direct (e.g., email) marketing program.
Customer Care TrusteeResponding to customers' inquires about Agoda's Site and services.
Loyalty Program TrusteeManaging Agoda's customer loyalty program.
Analytics and Interest Based Advertising TrusteesAssessing how customers interact with the Site and third party websites, in order to improve the Site and services and tailor marketing to customers.
Mileage Program TrusteeManaging customers' mileage program participation.

As described in more detail under the section "How You Can Access or Change Your Information," you may have certain data subject rights under local law.

For further information including the name of the third party recipients and trustees that we may share your information with, please contact the Agoda Data Governance Officer at dpo@agoda.com with "South Korean Privacy Matter" in the subject line to request such further information. You may also contact your local authorities (local numbers provided):

However, please note that as set out in our Terms of Use, Agoda Company Pte. Ltd. in Singapore provides the services to you, and there is currently no entity in South Korea providing reservation services to South Korean residents.

We will retain your information for the period necessary to fulfil the purposes outlined in this Privacy Policy and internal company policies. When Agoda no longer needs to use your information, we will remove your information from our systems and records and/or take steps to properly anonymize it so that you can no longer be identified from it, unless we need to keep your information to carry out corporate tasks and achieve our business objectives or to comply with applicable legal or regulatory obligations.

China Privacy Rights

If you are a Chinese resident, please note the following regarding the cross-border transfer/sharing of your information.

Disclosure / Transfer of Information

We will maintain the confidentiality of your information, but may provide or transfer your information to third parties as detailed above under "Sharing Your Information," which may include transferring your information to persons to whom we are required to make disclosures to under applicable law within or outside China

Transfer of Information Overseas

We will generally maintain your information on servers in Hong Kong and Singapore, or any other data centers outside the PRC. However, we may transfer your information to third parties mentioned above who may be located outside the China.

6. Cookies

Our Site uses and allows third parties to place cookies (session and persistent), pixels/tags, SDKs, application program interfaces ("APIs"), and other technologies (collectively, "Cookies") on our Site that collect and store certain information about you. Some of these Cookies are necessary to provide, secure, and maintain the Site to you, such as to keep you logged in while your visit our Site, while other Cookies are used to provide you with a better user experience, such as:

  • To personalize the Site by remembering information about your activities on the Site (e.g., the language you selected or your log-in details);
  • Perform website analytics, such as impression reporting, demographic reporting and interest reporting to improve our Site and services; and
  • To provided you advertising tailored to your interest (see below for details)

Interest Based Advertising

We may also allow certain third parties to place Cookies on our Site in order to collect information about your online activities on our Site (e.g., pages visited on the Site and searches you performed) and over time and across different websites you may visit. This information is used to provide advertising tailored to your interests from us (via email, on our Site, and on other websites) and by third parties on other websites you may visit, also known as interest based advertising, and to analyze the effectiveness of such interest based advertising. We may also share one-way hashed information with third party partners (e.g., Facebook) who may combine hashed information with other identifiers in order to serve custom Agoda advertisements on other websites or mobile apps based on your prior visits to the Site. Agoda neither supports nor endorses the goals, causes, or statements of any websites or mobile apps that display our advertisements.

Cross-Device Tracking

We may also combine information collected through Cookies and certain usage information from a particular browser or mobile device with another computer or device that may be linked to you (cross-device tracking) in order to optimize our services and provide tailored Agoda communications and advertisements to you. If you do not want Agoda to combine such information for its optimization of communications to you please unsubscribe from the Agoda communications i.e. the newsletter.

Your Choices

Please review your Internet browser settings, typically under the sections "Help" or "Internet Options," to exercise choices you have for certain Cookies. If you disable or delete certain Cookies in your Internet browser settings, you might not be able to access or use important functions or features of this Site, and you may be required to re-enter your log-in details.

To learn more about certain Cookies used for interest based advertising (including through cross-device tracking) and to exercise certain opt-out choices you may have regarding Cookies, please visit the Digital Advertising Alliance, Network Advertising Initiative, Digital Advertising Alliance-Canada, European Interactive Digital Advertising Alliance or your device settings for our mobile app.

Please also visit the following third parties' websites to exercise certain opt-out choices over Cookies:

By exercising such choice regarding interest based advertising, you may still receive advertisements, but the network from which you opted out will no longer deliver ads tailored to your interests. You should also know that logging out of your user account will not actually mean that you opt out of personalized advertisements.

You may need to make such choices on each browser and device you may use to exercise choice regarding certain Cookies. Lastly, at this time the Site is not configured to honor browsers' "Do Not Track" signals.

7. Opting Out of Marketing Communications from Us

You can opt out of receiving marketing communications from us at any time by using the "Unsubscribe" link in each newsletter or communication, or through your Agoda account (if you've created one) - the email subscriptions settings is under "Profile".

8. International Transfers

In connection with the purposes described above, your information may be stored in locations outside of your home country, which may have different standards of data protection than your home country. We provide appropriate protections for cross-border transfers as required by law for international data transfers, including information transferred to third parties. With respect to such transfers from the European Economic Area ("EEA") to the United States and other non-EEA jurisdictions, we may rely on the EU Model Clauses and/or the need to process your information in order to provide the requested services (performance of a contract) to transfer your information. As permitted by applicable law, you may request details about the suitable safeguards we have in place by contacting us as detailed below. For Chinese residents, please see the details provided above under "China Privacy Rights."

9. Information from Other Partners

On occasion, affiliated entities, business partners, or other third party providers may share information with us. One example is if you access or sign in to our Site through social media, such as Facebook Connect, we may collect information from you such as your username, and other information made available to us via such services. In general, your ability to provide such information is through the service provider themselves and you can change those settings in your account settings of the relevant service provider. In general, we may work with our partners to improve and personalize your use of our website in accordance with this policy.

We have partnered with Facebook to provide personalized content on Agoda for members of Facebook. If you are a Facebook and Agoda user and you have signed into Agoda via the Facebook single sign on feature, then our Site will be personalized for you to display information/stays of your Facebook friends at accommodation in the past and also future stays at accommodation bookable through the Site. The information that may be displayed include the name of the accommodation, the date of stay, the location of the accommodation, your review of past accommodation, the hotel room and price of the hotel room ("Stay Information"), and such information may be shown and personalized to you on the search pages of the accommodation on the Site, and the search calendar amongst other places. Further, your Stay Information will also be displayed to your Facebook friends who are also Agoda customers and who have signed in through the Facebook single sign on feature on the Site, as displayed on their search pages described above within the Site and updated each time you make a booking through Agoda.

How to opt out: Agoda has made it simple for you to opt out of this feature at any time by toggling "no" through (i) the thank you page after you make a booking, and (ii) your "Manage My Booking" page on the Site. Further, if you need help to opt out you may contact our customer experience team at any time.

10. Protecting Your Information

We maintain reasonable physical, electronic, and organizational security measures to protect your information against accidental or unlawful destruction or accidental loss, alteration, or unauthorized disclosure or access. We use Secure Socket Layer technology to encrypt credit card information during transit. Through your personal account, you also have the ability to save credit card details for faster future bookings and payments. Your card details are encrypted and you can always log in to your personal account to delete, edit, or add certain credit card details. For security reasons, the number cannot be edited (but the card details can be deleted). When viewing card details, only the last 4 digits of the number will be visible. Please note that we will store the last 4 digits of your credit card securely upon any booking made (this is required to manage any refund requests for that booking).

Data Retention

We will retain your information for the period necessary to fulfil the purposes outlined in this Privacy Policy and internal company policies. When Agoda no longer needs to use your information, we will – unless we need to keep your information to comply with applicable legal or regulatory obligations or the information is required to carry out corporate tasks and achieve our business objectives – remove it from our systems and records and/or take steps to properly anonymize it so that you can no longer be identified from it.

11. How You Can Access or Change Your Information

If you wish to update your information, or in certain circumstances exercise rights to access, correct, delete, restrict, or object to processing of your information, as well as the right to revoke consent for certain processing or to exercise the right to data portability, please contact us via our Customer Support page. You can easily correct your name of your account, the booking holder name (subject to cancellation policy attached to the booking) and contact number at any time by signing in to your account on the website.

To protect your privacy and security, we will verify your identity before responding to such request, and your request will be answered within a reasonable timeframe. To the extent permitted by applicable law, we reserve the right to charge a reasonable fee for such access. We may need to retain certain information for recordkeeping purposes, to complete any transactions that you began prior to your request, or for other purposes as required or permitted by applicable law.

12. Updates to Privacy Policy

On occasion, Agoda may revise this Privacy Policy to reflect changes in the law, our information collection and use practices, the features of our Site, or advances in technology. If we make revisions that change the way we collect or use your information, those changes will be posted in this Privacy Policy and the effective date will be noted at the beginning of this Privacy Policy. Therefore, you should review this Privacy Policy periodically so that you are up to date on our most current policies and practices. Agoda will also prominently post such material changes prior to implementing the change, and ask for your consent if required by law.

13. Links to Third Party Websites

We may provide links to other websites that are not owned or operated by us ("Third Party Websites"). When you use a link online to visit a Third Party Website, you will be subject to that website’s privacy and security practices, which may differ from ours. You should familiarize yourself with the privacy policy, terms of use and security practices of the linked Third Party Website before providing any information on that website.

14. Additional Considerations

A Special Note About Minors

Our Site is not directed to minors under the age of 18. However, minors can normally accompany their parent(s) or legal custodian(s) who have booked an accommodation, unless prohibited by an accommodation property's policies.

Language

This Privacy Policy has originally been drawn up in the English language. Translations in other languages are available for your convenience. In case of conflict between the English language version and a translated version, the English language version shall prevail.

Terms of Use

Please review the Agoda Terms of Use for more details on using our Site. This Privacy Policy forms an integral part of our Terms of Use.

15. Contacting Us

If you have any questions about this Privacy Policy or our privacy practices, please contact our Agoda Data Governance Officer by email at dpo@agoda.com, phone at +65 641 552 90 (Singapore, charges apply) or by sending a registered letter to the address at:

Agoda Company Pte. Ltd.
c/o Data Governance Officer
30 Cecil Street
Prudential Tower #19-08
Singapore 049712

If you reside in the EU, you may also contact our local representative, Agoda International Pte. Ltd. (UK Branch) 9th Floor North, The Metro Building, 1 Butterwick, Hammersmith, London W6 8DL, United Kingdom, or your local data protection authority with any questions or complaints about our privacy practices.

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