Privacy Centre

Privacy and Cookie Policy

Learn how we collect, use, protect, retain and share your personal information

This Privacy Policy is written in English and is translated into other languages. In the event of any inconsistency, the English version shall prevail.

  • The personal information we collect

    The personal information we collect

    With your consent, we collect information from and about you. This is collected from either your visits to our websites or through the use of our services. The information we collect includes:

    Contact information
    The contact information we ask for is related to the guest details needed to complete an online reservation or registration to our loyalty programme. For example, we ask for your name, email address, phone number and travel periods. We may also collect your physical address.

    Demographic information and preferences
    We collect your demographic information. This includes your gender, salutation, nationality, country of residence or date of birth. We may also ask for your language or stay preferences.

    Payment information
    In order to process your online reservation, we collect your payment information. We ask for your payment type, the cardholder name, card number and expiration date. Depending on the guarantee policies of your reservation, our secure forms may ask you to enter your CVV number for authorisation in confidentiality too.

    Stay and loyalty programme membership information
    Your stay history and ONYX Rewards loyalty programme membership information is collected by us. This may range from the hotels in our group that you have stayed at, your arrival and departure dates, services or goods you purchase to any special requests or service preferences that you may have. We also collect information on your use of our loyalty programme including how and where you earn or redeem your points.

    Information you submit, post or share
    We collect any information you submit, post or share. This could include enquiries submitted using our forms or email, customer feedback or surveys about your stay and job applications through our websites.

    Other information
    Information while you access our websites is collected. For example, we collect information on the browser or device you used to access our websites, the amount of time you are active on our website, how you interact with it or the sites you visit after leaving. This data is used mainly for statistical analysis or marketing purposes, it is not connected to any protected personal information such as your name, address or payment details.

  • Our use of Cookies

    Our use of Cookies

    When you visit or interact with our websites, we may use cookies or other similar technologies to help provide a safer, better and faster experience, and for marketing and advertising purposes.

    What are Cookies
    “Cookies” are small data files which are placed on your computer, tablet, mobile telephone or other devices used to collect and record certain pieces of information whenever you visit or interact with websites. There are several types of cookies:

    • Session cookies which expire when you leave our websites. These allow us to link your actions with that particular browsing session
    • Cookies that are stored on your device between browsing sessions which lets us remember your preferences or actions while on our websites
    • First-party cookies (or tracking) that we have set on our websites
    • Third-party cookies (or tracking) that are set by our third-party partners

    You can be assured that the cookies we use only aggregates website data and does not contain protected information.

    How we use Cookies
    Similar to other websites, we use cookies to collect visitor preferences, monitor web traffic and improve on your web experience. For example, cookies help us ensure the security and authenticity of registered users once you log in to our website or assess particular web pages that are not relevant for you and identify ways that these can be improved.

    We work with third-party companies or service partners including Google who are authorised to place third-party cookies and similar technologies for storing information on our websites with our permission. These service partners are also committed to help us provide you with a safer, better and faster experience.

    Your right to refuse Cookies and tracking tools
    The majority of commercial Internet browsers will automatically accept cookies. However, if you prefer to delete cookies or have them automatically refused, this can be done by changing the settings on your Internet browser. The “Help” section on your browser toolbar offers instructions on how to make these adjustments.

    You can also control tools on your mobile devices. For example, location services or push notifications on your phone can be switched off. These settings are device specific.

    Additional resources and information

  • Where we use your personal information

    Where we use your personal information

    We use your personal information to improve our services and provide you with a personalised website experience. The following describes how your personal information may be used.

    Questions or enquiries
    We may use information to respond to any of your questions or enquiries. For example, we may use this information to fulfil a request for your hotel reservation, help you with additional services, assist you with loyalty points redemptions or ask for your feedback in a customer survey.

    Service improvements
    The information we collect is used to improve our website and services. We may use this information to make our hotels, loyalty programmes or services better. The information may also be used towards analytics or personalising your website experience. Where legally permitted, we may combine the information we get from you with the information we are able to attain from our third-party service providers too.

    The personal information we collect may also be used towards marketing purposes. For example, we may from time-to-time send information to you about new services or exclusive offers, serve you ads about our properties, invite you to join our loyalty programme or give you updates on new openings and website features. We may also send you push notifications to your mobile devices.

    Your information may be used for security purposes. Where legally permitted, we could use this to protect our customers, websites or our company.

  • How we protect your personal information

    How we protect your personal information

    We are committed to protecting your personal information. The key precautions we take are outlined below.

    Secure websites
    We use an SSL (Secure Socket Layer) encryption protocol to guarantee secure transactions and ensure complete confidentiality when you access our websites. Your payment details and all information that you provide through forms on our websites are automatically encrypted when it is transferred using the SSL.

    A padlock and green ‘Secure’ remark is located in your address bar as well web addresses starting with ‘https’ can be referred to for assurance that our websites are compliant.

    All our properties take steps and precautionary methods to ensure that all private and protected information is kept in secure locations, where only authorised individual have access. Certain information is also stored in a protected and secure property management system.

    Opting out
    You can opt-out of receiving marketing emails from us. When you confirm your online reservation with us, the opt-in option is not selected. If you are already part of our email database and no longer want to receive communication, you can also opt-out through the unsubscribe link on our websites or from within the email you have received. Alternatively, we are happy for you to send us a request to omit you for our email marketing database too.

    Even though you opt-out of marketing messages, we will still send you transaction messages including responses to your enquiry and reservation confirmation emails.

    We would like to point out that the Internet is not 100% secure. We recommend that you do not share passwords or provide confidential information when using email. For your protection, email responses from us will not contain confidential information either.

  • How long your personal information is kept

    How long your personal information is kept

    Your personal information is kept for as long as necessary to provide you with the services you have requested or for other essential purposes such as compliance to legal obligations, resolving disputes or enforcing our policies.

    How long we retain your personal information can vary based on the context of information collected or our legal obligations. The factors that typically influence these retention periods range from:

    • The amount of time needed for us to provide you with our services. For example, how long is needed to keep systems secure, the amount of time we need to retain the information in order to improve our services and web experience or the period of time required to maintain appropriate business and financial records
    • The sensitivity of information. If the personal information is highly sensitive, a shortened retention time is generally applied
    • Any legal, contractual or similar obligations to retain your personal information. For example, mandatory data retention laws that we are obligated to comply with will dictate the duration of retention

    Please be assured that once it is no longer necessary for us to retain your personal information, we will dispose of it in a safe and secure manner.

  • Where your information might be shared

    Where your information might be shared

    Your information may be passed to and used by all companies managed by us. We will never pass your personal data to anyone else, except for any successors in title to our business and third-party service providers or suppliers that process data on our behalf. We may also use and disclose information in aggregate (so that no individual customers are identified) for marketing and strategic development purposes.

    We will only disclose protected information about you outside of ONYX Hospitality Group without your consent where:

    • It is required or authorised by law
    • We are required to provide you with services you have requested in which case it is deemed that you have given us your consent
    • You may have outstanding payments which are owed to us

    Our website may also contain links to other websites, which are outside our control and are not covered by this Privacy Policy. If you access other sites, using the links provided, the operators of these sites may collect information from you, which could be used by them, in accordance with their privacy policy, which may differ from ours.

    You have a right to access the personal data that is held about you. To obtain a copy of the personal information we hold about you, please write to us at the following address:

    ONYX Hospitality Group
    847 Petchburi Road, Pratunam, Ratchathewi, Bangkok 10400, Thailand