CUSTOMER PERSONAL DATA PROTECTION POLICY AT M HOTEL

M Hotel is committed to respecting and protecting our customers’ privacy. This policy outlines how personal data is collected, used, stored, and safeguarded when customers use the services provided by the hotel. It is also fully compliant with the current laws and regulations of Vietnam.

1. Purpose of Collecting Personal Information

We collect customers’ personal information for the following purposes:

• To manage and provide accommodation, dining, and other hotel services.

• To process room bookings, payments, and respond to special requests.

• To send notifications about promotional offers, discounts, and related events.

• To improve service quality through customer surveys and customer’s evaluation.
• To comply with reporting obligations as required by competent government authorities.

2. Scope of Information Use

Customer personal information will only be used for the purposes issued above and may be shared with third parties in the following specific cases:

a) Internal Hotel Departments:

Purpose: to handle room bookings, customer care service, dining services, make payments, etc.

Information used: Full name, phone number, email, special requests, and booking history.

b) Online Payment Gateway Providers:

Purpose: To process room booking transactions and online payments.

Information used: Full name, email, phone number, transaction amount, and partial card information (excluding CVV code).

c) Hotel Management Software Providers:

Purpose: To store and manage booking information and customer history.

Information used: Full name, gender, phone number, nationality, stay history, and special requests.

d) Transportation Service Providers Unit (upon request):

Purpose: To assist with airport transfers or tour services.

Information used: Full name, phone number, arrival/departure time, and destination.

e) Competent Government Authorities:

Purpose: To support inspections, audits, or investigations in accordance with the law.

Information used: All customer information as specifically requested in writing.

Note: Third parties are only permitted to use the information within the necessary scope and must commit to complying with personal data privacy regulations.

3. Data Retention Period

Customer information is retained throughout the duration of service usage and for up to 5 years afterward (unless otherwise required by law).

Alternatively, data may be deleted sooner upon the customer’s request, provided the request is legally valid and accepted.

After this period, we will delete or anonymize the data in accordance with our internal data protection procedures.

4. Contact Information of the Data Collecting and Managing Entity

Entity Name: M Hotel
Address: 39 Ton That Thiep St, Ben Nghe, District 01, Ho Chi Minh City, Vietnam
Hotline: +84 236 3816 868
Email: [email protected]

5. Rights and Methods for Accessing or Modifying Personal Information

Customers have the right to:

• Access, review, edit, or request deletion of their provided personal information.

• Withdraw consent for personal data processing at any time.

• Report concerns or file complaints if their information is used for unauthorized purposes.

How to exercise these rights:

• Send an email to: [email protected]

• Call the hotline: +84 236 3816 868

• Or submit a request directly at the hotel’s front desk.

Processing time: Up to 3 working days from the date of receiving a valid request.

6. Complaints reception and resolution mechanism

All complaints reception and resolution related to the use of personal information will be received and addressed within 3 working days from the date of receiving an official request.

If additional time is needed, we will provide a clear explanation and an estimated response time.

Any complaints regarding the misuse or unauthorized use of personal data beyond the stated scope will be handled transparently, promptly, and in accordance with applicable laws.

7. Policy Display and Updates

This policy is publicly displayed on our official website: https://mhotel.vn

It is also presented at the time of any information collection activity on our system.

We may update this policy to fit with new legal regulations. Any changes will be clearly announced on the website.