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Privacy Policy

Your privacy is of the utmost importance to us. We understand that your trust in us is our priority and that is why the present privacy statement applies to our website https://roquelune.com (hereinafter the “Site”) and to all relations or otherwise existing between Château de Roquelune and its customers as well as its partners. We take the protection and respect of the privacy of the users of our website seriously and take the necessary measures to guarantee this. Château de Roquelune takes care to protect users’ personal data in accordance with the provisions of the French Data Protection Act of January 6, 1978, as amended, and the General Data Protection Regulation (RGPD: no. 2016-679).

What is a privacy policy? This is a written document that explains to you, as a user of our website, the personal information we collect about you when you browse our Site. We are therefore committed to respecting the confidentiality of the personal information we collect as described below. Our users will find in this “Privacy Policy” the personal information we collect about them, the purposes for which this information is used, the means of collecting it, the means available to users to object to collection and the security measures taken to protect their personal information. Personal information” or “personal data” means any information that can be used to identify a user, such as surnames, first names, postal and e-mail addresses, telephone numbers, an IP address, a computer connection identifier, and so on.

Through the Site, Château de Roquelune may collect the personal data of any person sending a question to Château de Roquelune via the “Contact” section of the Site, booking a stay online or subscribing to the Site’s newsletter. The collection and processing of personal data transmitted by the user to Château de Roquelune are subject to the provisions of the French Data Protection Act of January 6, 1978, as amended, and the General Data Protection Regulation (GDPR: No. 2016-679).

The Site provides you with a form allowing you to invoke your rights relating to the protection of your privacy. Just click on the following link:

Please read this “Privacy Policy” carefully in conjunction with the “Cookies Policy” of Château de Roquelune.

1 – Collection of personal data

Château de Roquelune may collect and process personal data, see below, when you fill in a contact form, or other, on our website https://roquelune.com.

  • Name
  • First name
  • Civility
  • Professional typology
  • Company name
  • Postal address
  • E-mail address
  • Home/mobile phone number
  • Information concerning your use of the Site such as your IP address, browser type, software, hardware, geographical location data and the web page you were visiting when you received access to the website.

In addition, Château de Roquelune automatically collects anonymous information about your use of our Site and its services. Thus, Château de Roquelune, for example, will automatically record which parts of the website you visit, which web browser you use, which website you were visiting when you received access to the website, as well as your IP address. We cannot identify you on the basis of this data, but it does enable Château de Roquelune to compile statistics concerning the use of the website and its audience, and to send more targeted communications. The personal information we collect is gathered through the methods described below, in section “2 – Methods of collecting personal data”.

2 – Methods of collecting personal data

Your personal data is collected through the following methods:

  • A collaboration with Château de Roquelune
  • Visit https://roquelune.com
  • Creating a customer account
  • Contact form(s)
  • Quote request form
  • Your use of Château de Roquelune services
  • Verifying your identity
  • Subscription to communications and newsletters (via the Site)
  • Correspondence with and from Château de Roquelune
  • Exchanging business cards
  • Reception and exchanges with facility staff
  • The opinion poll
  • Cookies (for more information: “Cookies policy”)
  • Competitions

The personal data collected by Château de Roquelune is therefore expressly and voluntarily provided by you.

3 – Use of personal data

https://roquelune.com may process all or part of the data collected in order to :

  • To enable browsing on the Site, and the management and traceability of services ordered by the user.
  • Optimize the user experience, quality, management, navigation and content of the Château de Roquelune website.
  • The creation of a customer account and confirmation of this creation.
  • Customer/prospect relationship follow-up on reservations.
  • The supply of goods and services from Château de Roquelune.
  • Improve your customer service and support needs.
  • Contact: contact you by e-mail and/or telephone.
  • To conduct satisfaction surveys, studies and optional polls on the Site.
  • The sending of marketing campaigns and targeted advertising from Château de Roquelune, updates and promotional offers based on your communication preferences and consent.
  • Provide personalized advertising content.
  • Sending quotes, receipts and invoices.
  • Collect statistical data.
  • Drawing up an offer.
  • Administering a competition.
  • The execution of a contract concluded with Château de Roquelune.
  • To prevent and combat computer fraud (spamming, hacking, etc.).

4 – Confidentiality of personal data

Château de Roquelune is the sole owner of the information collected on the Site. Your personal data will not be sold, exchanged, transferred, or given to third parties for any reason whatsoever, without your consent, other than what is necessary to respond to a request and/or transaction within the framework of customer relationship management, the provision of Château de Roquelune services and their optimization.

5 – Person responsible for the collection of personal data

For Personal Data collected as part of the creation of the User’s personal account and browsing on the Site, the person responsible for processing personal data is: Marie Allegre.

As the party responsible for processing the data it collects, https://roquelune.com undertakes to comply with the legal provisions in force. In particular, it must establish the purposes of its data processing operations, provide prospects and customers with full information on the processing of their personal data, once their consent has been obtained, and maintain an accurate data processing register.

Whenever the Site processes personal data, Château de Roquelune takes all reasonable steps to ensure that the personal data is accurate and relevant to the purposes for which the Site processes it.

6 – Disclosure of personal data to third parties

https://roquelune.com will not process, host or transfer information collected on its customers to a country outside the European Union or recognized as “non-adequate” by the European Commission without first informing the customer. For all that, the Site remains free to choose its technical and commercial subcontractors on condition that they present sufficient guarantees with regard to the requirements of the General Data Protection Regulation (RGPD: n° 2016-679).

The Site does not sell your personal data, which is only used for statistical and analysis purposes. We will not sell, trade or transfer your personally identifiable information to third parties. If it is necessary for Château de Roquelune to disclose your personal data to third parties, the third party concerned will be required to use your personal data in accordance with the provisions of this “Privacy Policy”. We believe it is necessary to share information in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of our terms of use, or when we are required to do so by law.

Notwithstanding the above, Château de Roquelune may disclose your personal data:

  • To the competent authorities when Château de Roquelune is required to do so by law or in the context of legal proceedings or future legal proceedings and to guarantee and defend our rights.
  • When Château de Roquelune or substantially all of its assets are taken over by a third party, in which case your personal data, which Château de Roquelune has collected, will constitute one of the transferred assets.

The Site undertakes to take all necessary precautions to preserve the security of information and in particular to ensure that it is not communicated to unauthorized persons. However, if an incident affecting the integrity or confidentiality of customer information is brought to the attention of https://roquelune.com, the latter must inform the customer as soon as possible and inform him of the corrective measures taken. Furthermore, the Site does not collect any “sensitive data”.

The User’s personal data may be processed by subsidiaries of the Site and subcontractors (service providers), exclusively in order to achieve the purposes of this “Privacy Policy” such as:

  • The service provider in charge of the reservation and payment system(s) for the management and validation of your request.
  • Diadao Productive, a digital agency, is responsible for the website’s production and maintenance.

Within the limits of their respective responsibilities and for the purposes mentioned above, the main people likely to have access to https://roquelune.com user data are our customer service agents.

In all other cases, Château de Roquelune will not sell, rent or transmit your personal data to third parties, except when it has obtained your authorization in this respect and has entered into a data processing contract with the third party concerned, which contains the necessary guarantees regarding confidentiality and compliance of your personal data with the protection of your private and professional life. If you do not wish your personal data to be shared with third parties, you may object to this at the time of collection or at any time thereafter, as mentioned in section “8 – Rights relating to the protection of your privacy”.

7 – Storage of personal data

Except where a longer retention period is required or justified by law or by compliance with another legal obligation such as 10 years for accounting documents, Château de Roquelune will retain your personal data for a period of 18 months from the last contact with the hotel for a prospect and for a period of 24 months for Château de Roquelune customers in order to achieve and fulfill the purposes as described in the “Privacy Policy” statement, under point “3 – Use of personal data”.

8 – Your privacy rights

In accordance with the provisions of the loi ” Informatique et Libertés ” du 6 janvier 1978 modifiée et du General Data Protection Regulation (GDPR: No. 2016-679), users of the Site may appeal to their rights relating to privacy, as stipulated below:

  • Right of access (Article 15 RGPD) and rectification (Article 16 RGPD), update, completeness of Users’ data right to block or delete Users’ personal data (Article 17 RGPD), when they are inaccurate, incomplete, equivocal, outdated, or whose collection, use, communication or storage is prohibited.
  • Right to withdraw consent at any time (Article 13-2c RGPD).
  • Right to limit the processing of Users’ data (Article 18 RGPD).
  • Right to object to the processing of Users’ data (Article 21 RGPD).
  • Right to portability of data provided by Users, where such data is subject to automated processing based on their consent or on a contract (Article 20 RGPD).
  • The right to define what happens to Users’ data after their death and to choose to whom https://roquelune.com should communicate (or not) their data to a third party that they have previously designated.

As soon as the Site becomes aware of a User’s death, and in the absence of any instructions from the User, Château de Roquelune undertakes to destroy the User’s data, unless its retention is necessary for evidentiary purposes or to comply with a legal obligation.

If the User wishes to be able to exercise these rights on the Site, you can send us a notice informing us of the right(s) you wish to enforce in the use of your personal data. You may exercise these rights free of charge by contacting Marie Allegre, in her capacity as Hosting and Management Manager, by e-mail at info@roquelune.com, or by post to Château de Roquelune, Route de Caux, 34120 Pézenas, specifying in the subject line of the e-mail or letter “Rights relating to the protection of your privacy” or by completing the request form located at the following address: https://roquelune.com/fr/formulaire-rgpd

In this case, the User must indicate the personal data he/she would like https://roquelune.com to correct, update or delete, identifying him/herself precisely with a copy of an identity document (ID card or passport). Requests for the deletion of personal data will be subject to the obligations imposed on Château de Roquelune by law, in particular as regards the retention or archiving of documents.

In addition, you can always update, modify and/or verify, via your account, the personal data you were required to provide when creating your customer account. If you no longer wish to receive newsletters, information bulletins about our services or advertisements, you may unsubscribe at any time by clicking on the “unsubscribe” button at the bottom of any Château de Roquelune e-mail.

9 – Protection of personal data

Château de Roquelune undertakes to take reasonable physical, technological and organizational precautions to prevent unauthorized access to, loss, misuse or alteration of your personal data. We use state-of-the-art encryption to protect sensitive information transmitted online. We also protect your information offline. Only employees who need to perform a specific job (for example, billing or customer service) have access to personally identifiable information.

The data collected and stored via the Site are hosted by an external company, Hoist Groupe France, which provides Hotel Solutions

Hoist Groupe France offers PMS solutions, through its HotSoft software, to manage day-to-day hotel operations.

Despite our best efforts, no method of transmission over the Internet and no method of electronic storage is completely secure. As a result, we cannot guarantee absolute safety.

Should we become aware of a security breach, we will notify the users concerned so that they can take appropriate action. Our incident notification procedures take account of our legal obligations, whether at national or European level. We are committed to keeping our customers fully informed of all matters relating to the security of their account, and to providing them with all the information they need to help them meet their own regulatory reporting obligations.

No personal information of the user of the Site is published without the user’s knowledge, exchanged, transferred, assigned or sold on any medium whatsoever to third parties.

10 – Update of the “Privacy Policy” declaration

Château de Roquelune is entitled to update this Privacy Policy statement by posting a new version on the https://roquelune.com website. It is particularly recommended that you regularly consult the website and the relevant page on which the “Privacy Policy” is reproduced, to ensure that you are aware of any new terms and conditions.

11 – Hyperlinks to other websites

The Site may contain hypertext links to other websites. Château de Roquelune is not responsible for the privacy practices or the content of third parties.

12 – Consent

By using our web site https://roquelune.com, you are obliged to accept the present “Privacy Policy” as well as the “Terms and Conditions of Use” through the check boxes present when collecting information in order to be able to benefit from Château de Roquelune’s services.

13 – Complaints

If you have any complaints about the way Château de Roquelune collects, uses and/or processes your personal data, you can contact us, in the first instance, so that we can resolve the complaint(s). If this is not sufficient, Site Users may lodge a complaint with the supervisory authorities, in particular the Commission Nationale de l’Informatique et des Libertés (CNIL), by following the link below: https: //www.cnil.fr/fr/plaintes

14 – Contact Château de Roquelune

If you have any questions about the “Privacy Policy” or about the way Château de Roquelune collects, uses or processes your personal data, please contact us by e-mail at info@roquelune.com, or by post at Château de Roquelune, Route de Caux, 34120 Pézenas.