Terms & Conditions


1. Hotel Booking Process

In the context of the hotel booking process - whether this takes place online on one of our brand website, through an online booking channel, via a travel agent, through our call center or directly at the hotel - we process your Personal Data for the purpose of

  • Enabling you to reserve a room in the hotel of your choice or for other stay and adventure packages.
  • Verifying the availability of the hotel and to administer the booking.
  • Sending you a booking confirmation; and
  • Sending you pre-arrival emails. You may unsubscribe from pre-arrival emails at any time by clicking on the unsubscribe link in the emails sent to you.

Processed Data Categories

Address, Booking details (including reservation number), Date of arrival and departure, Email address, First name / Last name, First name / Last name of adult co-guest(s), Payment card type, number and expiration date,

Source of Data

Depending on the booking mechanism used :

  • Directly from you through the online booking form
  • Through the online booking channel you used to make the booking
  • From your travel agent
  • From our call centre
  • From the Imperial Grand Palace hotel you made a direct booking with

Ground for Processing

Processing is necessary to take steps to enter into and perform a contract.

Recipients of data

  • The Imperial Grand Palace hotel of your choice
  • Other Imperial Grand Palace Hotel Group entities involved
  • IT service providers involved in the (online) booking process
  • IT service providers
  • Email communications service provider

2. Interrupted or incomplete online booking process (abandoned cart)

When you are booking online but for some reason are not able to finalize the booking process, we process your Personal Data for the purpose of enabling you to easily continue the online booking process by sending you an email with a link to the online booking form, which is pre-filled on the basis of the data you had already provided in the form.

Processed Data Categories

Address, Date of arrival and departure, Email address, First name / Last name, First name / Last name of adult co-guest(s), Payment card type, number and expiration date,

Source of Data

Directly from you through the online booking form

Ground for processing

It is in Imperial Grand Palace Hotel Group’s legitimate interest as a business to re-market an interrupted or incomplete booking process. In this context, Imperial Grand Palace Hotel Group’s business interests prevail over yours.

Recipients of Data

  • Email communications service provider
  • Provider of targeted advertisements

3. Guest Satisfaction Surveys

We may send you guest satisfaction surveys by email during or after your stay to enable us to measure the performance of our hotels. You may unsubscribe from our guest satisfaction survey emails at any time by clicking on the unsubscribe link in the emails sent to you.

Processed Data Categories

Country of residence, Date of arrival and departure, Email address, First name / Last name, Nationality, Imperial Grand Palace Rewards membership number, Stay details

Source of Data

Depending on the booking mechanism used :

  • Directly from you through the online booking form
  • Through the online booking channel you used to make the booking
  • From your travel agent
  • From our call centre
  • From the Imperial Grand Palace hotel you made a direct booking with

Ground for Processing

Processing is necessary to ensure and follow up on the good performance of the contract you have with us.

Recipients of Data

  • Other Imperial Grand Palace Hotel Group entities involved
  • Guest satisfaction survey provider

4. Service emails Analytics

In the context of service emails, which includes guest satisfaction survey emails and any pre-arrival emails concerning your booking, we may process and collect your Personal Data, and notably whether you have opened and auctioned a service email, for analytical purposes in order to measure the click-through rate and improve the content of our service emails. You may unsubscribe from our service emails at any time by clicking on the unsubscribe link in the service emails sent to you.
The information below describes the types of data we process for this purpose, where we get your data from, the ground we rely on to carry out the processing, and who we may share your data with.

Processed Data Categories

Email address, Email clicking behaviour, Email opening behaviour, First name / Last name, Imperial Grand Palace Rewards membership number

Source of Data

From our email analytics service provider

Ground for processing

It is in Imperial Grand Palace Hotel Group’s legitimate interest as a business to understand the email clicking behaviour of its guests in order to determine whether improvements are needed. In this context, Imperial Grand Palace Hotel Group’s business interests prevail over yours.

Recipients of Data

  • Other Imperial Grand Palace Hotel Group entities involved
  • IT service providers
  • Email analytics service provider

5. Privacy and Cancellation Policy

Guest can cancel their bookings on or before 7 days to stay date. Complete Refund shall be directly transferred to bank account of the customer.

Pets Policy

  • Pets are not allowed.

Payment Policy

  • We Accept Credit / Debit cards Only. No Cash Payments
  • We accept the following credit cards : American Express, Visa, Euro / Mastercard, Maestro

Check-in & Check-out Times

  • Check-in from 12:30 PM to 1:00 PM
  • Check-out from 9:30 AM to 10:00 AM