Privacy Policy

Introduction

Ole-Sereni Hotel and Emara Ole-Sereni (collectively referred to as “we”, “our”, or “us”) are committed to protecting and respecting your privacy. This Privacy Policy describes how we collect, use, store, share, and safeguard your personal data when you interact with us—whether via our websites, mobile applications, at our physical premises, or through any digital platforms.

By accessing our services or websites (www.ole-serenihotel.com and https://emara.ole-sereni.com), you accept the practices described in this Privacy Policy. If you do not agree with the terms herein, please refrain from using our websites or services.

1. Scope

This Privacy Policy applies to all guests, users, and visitors of Ole-Sereni Hotel and Emara Ole-Sereni, covering both online and offline interactions.

2. Data We Collect

We may collect the following categories of personal data:

Identification Data: Name, email, phone number, postal address, ID or passport number, nationality.
Transaction Data: Booking details, payment and billing details, room preferences.
Technical Data: IP address, device type, browser type, operating system.
Interaction Data: Chatbot messages, feedback forms, customer reviews, and support communications.
Usage Data: Cookies, navigation paths, search queries, interaction with third-party apps such as Matchpoint and Hustle Sasa.

3. How Data is Collected

Direct submission through forms, reservations, loyalty program signups, newsletter subscriptions.
Automated tracking technologies including cookies, Google Analytics, session trackers.
Third-party tools such as online booking engines, payment gateways, chatbot providers.
Social media plugins, embedded content, and integrated mobile apps.

4. Legal Basis for Processing

Consent (e.g. newsletter sign-up)
Contractual necessity (e.g. hotel booking)
Legal obligation (e.g. tax compliance)
Legitimate interest (e.g. service improvement, analytics)

5. Purposes of Data Use

To process bookings, check-ins, payments, and service requests
To communicate confirmations, invoices, offers, and feedback
To personalize services and tailor marketing communications
To analyze website traffic and usage trends
To respond to customer inquiries, reviews, and complaints
To comply with legal obligations including KRA, TRA, and immigration authorities
To process job applications or event registrations

6. Cookies and Tracking Tools

Our websites use first-party and third-party cookies (e.g. Google Analytics) to track visitor behavior and enhance user experience. You may disable cookies via your browser settings, but this may impact website functionality.

We may also use persistent and session cookies to maintain login sessions, user preferences, and analytics data. Third-party cookies may be used by our payment processors, advertising partners, or loyalty providers.

7. Data Sharing

We do not sell your data. However, your data may be shared with trusted third parties, such as:

Booking engine and payment gateway providers
Legal, regulatory, or governmental authorities (e.g. in response to court orders)
Professional advisors, consultants, or auditors
Advertising and marketing partners
Affiliated hotel management entities or group companies

8. Retention of Data

We retain personal data only as long as necessary to fulfill the purposes outlined above or to comply with legal, regulatory, or contractual obligations. For example, KRA and other tax-related records may be retained for 7 years or more.

9. Data Security

We implement industry-standard security practices (firewalls, encryption, access control) to prevent unauthorized access, loss, misuse, or disclosure of your personal data.

Despite our efforts, we do not guarantee complete security of data transmitted over the internet, and users are advised to take precautions when sharing personal information online.

10. Data Subject Rights

You may exercise your rights under the Data Protection Act, 2019, and applicable international laws:

Right to access personal data
Right to rectification or correction
Right to deletion (“right to be forgotten”)
Right to object or withdraw consent
Right to data portability
Right to restrict processing

For any such request, kindly contact our Data Protection Officer.

11. Third-Party Services & Embedded Content

Our websites may feature embedded content (e.g. videos, plugins, apps) which behave as if you are visiting the third-party website directly. Such sites may collect and process your data independently. We do not control the data practices of third parties.

12. Children’s Privacy

We do not knowingly collect personal data from children under 18 years. If you believe we have unintentionally collected such data, please contact us and we will take appropriate action.

13. Limitation of Liability

Ole-Sereni Hotel and Emara Ole-Sereni shall not be held liable for any direct or indirect damages arising from misuse of your personal data by third parties, failure of third-party plugins or booking engines, or unauthorized access beyond our control.

14. Sale of Business or Transfer of Ownership

In the event of a merger, sale, liquidation, or acquisition, your data may be transferred to the acquiring entity provided that such entity upholds the terms of this Privacy Policy.

15. Updates to this Privacy Policy

We may revise this Privacy Policy from time to time. Updates will be posted on our websites, and continued use of our services constitutes acceptance of the updated policy.

16. Governing Law

This Privacy Policy is governed by the laws of the Republic of Kenya. Any disputes arising shall be subject to the exclusive jurisdiction of Kenyan courts.

17. Contact Us

If you have questions, requests, or complaints relating to your personal data or this Privacy Policy, please contact:

Data Protection Officer
Ole-Sereni Hotel and Emara Ole-Sereni
Email: info@ole-serenihotel.com
Tel: +254 732 191 000

INTRODUCTION

Ole Sereni Hotel values your privacy and takes great care to protect any information you provide us with. Please read our Privacy Policy carefully to understand how we treat your personal information. By visiting the www.ole-serenihotel.com website either over a browser or over a mobile app, you accept and consent to our Privacy Policy.If you do not consent to our Privacy Policy, kindly do not access our Website or provide us with any of your personal information.

We only ask for personal information that we require.
We will only use this information to satisfy the purposes for which it was collected, such as the recruitment process or the marketing process.
We'll tell you what information we have recorded about you.
If you would like any personal information changed or deleted, just ask.

USE OF COOKIES

Our Website uses cookies. A cookie is a file of information which is sent by a web server to a web browser and stored in your browser or your computer’s hard drive. The information is then sent back to the server each time the browser requests a page from the server.

Using cookies helps us provide you with a better experience by enabling us to recognise you and save your preferences, provide customised content and service, an enhanced experience of the Website and to improve our Website. Most browsers allow you to reject cookies. Blocking cookies will, however, have a negative impact upon the usability of the Website.

We may use both “session” cookies and “persistent” cookies on the Website. Session cookies are deleted from your computer on closing your browser. Session cookies typically store information in the form of a session identification that does not personally identify the user. Persistent cookies on the other hand remain stored on your computer until deleted or until they reach the expiry date. Persistent cookies allow our Website to recognise you when you return, track your preferences and customise content or services for you.

First party cookies are employed on our Website to enable us to recognise you and to personalise and manage how you experience our Website.

Third party cookies that are employed on the Website are largely for advertising, statistical or add-in functionalities.

In order to understand the use of the Website, we use Google Analytics. Google Analytics generates statistical information about website use by means of cookies.

Our payment services providers/online booking solution providers and loyalty program solution providers may also send you cookies.

Our advertising services providers may also send you targeting cookies.

We may use add-in functionalities for enhanced user experience through third party software plug-ins. These plug-in softwares may also send you cookies.

We have no control over third party cookies.

By continuing to use the Website, you agree to our use of cookies.

INFORMATION WE COLLECT

Active Information

You may voluntarily give us your personal information that identifies who you are by :

creating an online account on the Website, or
filling up and submitting forms on our Website, or
filling up email subscription forms on our Website, or
filling up reservations or other forms at our hotel premises, or
filling up forms at any of our events, or
by corresponding with us over phone, email, online chat or other means, or
registering for our loyalty programme, which is hosted and managed by a third party, or
entering an online contest, or
participating in an online survey, or
reporting a customer service request or a problem, or
submitting a review or a feedback, or
submitting a testimonial, or
enquiring about our services

Passive Information

When you visit our website, our web server automatically records some information about your visit, but does not recognise or record individual information that identifies who you are unless you actively give us personal information voluntarily that identifies who you are.

The information we record and use for statistical purposes include but is not limited to:

Your server address
The date and time of visit
Duration of visit
Number of pages viewed
The pages accessed and documents downloaded
The previous site visited
Type of device visited from
Type of browser used
Language preference
And other such analytical information

HOW WE USE YOUR INFORMATION

Personal data submitted on the Website may be used for

enhancing the use of services available on the website.
tracking the website usage and effectiveness.
improving your Website experience.
sending you quotations and invoices, and collecting payments from you.
sending you general marketing and non-marketing communications and notifications through email, sms and mobile app notifications
either directly or through our marketing agency. You can inform us at any time if you no longer require communications over email.
Mobile app notifications can be deactivated from your mobile phone.
providing third parties with information about our users for the third parties to enable their services, such as targeted advertising.
However, this information will not be used to identify any individual user.
responding to your enquiries and complaints.
publishing information on our website or other marketing collaterals that you voluntarily shared, such as, reviews and feedbacks; and
processing any enquiries or applications regarding job vacancies at any of our group hotels.

All booking reservations and payments on our website are managed through a third party hotel booking engine services provider. Before providing your personal information including your credit card information to the hotel booking engine services provider, you may consider reviewing and accepting their privacy policy. We do not accept any responsibility or liability for the policies of hotel booking engine services provider. We will share your personal information with our hotel booking engine services provider only to the extent necessary for the purposes of booking your reservations and processing payments you make.

By using our Website, you consent to us processing your information for the purposes for which this information was collected and contacting you by SMS, email, phone, mobile app notification or any other means.

DISCLOSURE

We do not disclose or sell your personal information to others for use in their mailing lists or databases. We use your personal information internally and share it with other people or organisations who need to know it as part of working with us in our normal business activities (e.g. Suppliers). We may need to share your personal information with a number of trusted parties, with or without obtaining your consent, that help us provide our services. These include:

Law enforcement agencies or governmental organisations where disclosures are required by applicable law
Our group companies including but not limited to franchisees and managed hotels
Banks and payment gateway service providers
Advertising and marketing agencies
Any successors to our business
Other service providers

SALE OF BUSINESS OR SALE OF ASSETS

We reserve the right to transfer all information,including your personal information, to a third party in the event of a merger, sale, liquidation, receivership or transfer of assets of our company provided that the third party agrees to adhere to the terms of our Privacy Policy.

SECURITY OVER INTERNET

We will take reasonable precautions to prevent the loss, alteration or misuse of your personal information. Data relay over the internet is inherently insecure, and we do not guarantee the security of data sent over the internet.

CHANGES TO OUR PRIVACY & COOKIE POLICY

We reserve the right to change and/or updateourPrivacy Policy at any time and post the revisedcopy on this page of the Website. If we post changes and you continue to use the Website, you will be deemed to have agreed to the revised terms of the Privacy Policy.

GOVERNING LAW

This Privacy Policy shall be construed and enforced in accordance with the laws of the Republic of Kenya. If any of the provisions, or portions thereof, of this Privacy Policy are found to be invalid as per the laws of the Republic of Kenya, then, that provision notwithstanding, this Privacy Policy shall remain in full force and effect and such provision or portion thereof shall be deemed omitted.

YOUR ACCEPTANCE OF THESE TERMS

By visiting this Website, you agree to our Privacy Policy.

QUESTIONS & CONTACTS

For any questions concerning our Privacy Policy, please contact by emailing us at enquiries@ole-serenihotel.com or call: +254 732 191 000

privacy policy