Privacy Policy

We collect information about you that you provide to us when using the Site, such as your name, address, phone number, credit card details, e-mail address, accommodation name, accommodation location and/or length of stay, and your Q Lifestyle account password.

When you visit our Site, we may also automatically collect certain other information about you, such as your IP address, geographic data, country, search preferences related to specific searches, browser, and information about your device's operating system, application version, language settings, and pages that have been shown to you. If you are using a mobile device to access our mobile app or mobile-optimized Site, we might also collect information that identifies your mobile device, such as the device ID, location of the device (with your consent), and device-specific settings and characteristics.

If you participate in a Q Lifestyle survey, there may be limited additional information that we may collect from the accommodation about your stay; for example, a list of charges (anonymized) as part of the survey. When you make a reservation, our system registers through which means and from which website you have made your reservation. We may also collect certain information through cookies, tags, and similar technologies as detailed below.

If you get in touch with our customer support team or reach out to us through other means (such as through social media) or if you communicate with your accommodation through us, we will collect information from you in these instances too.

Where you submit reviews regarding your accommodation or other ancillary services available on our website through us, we will collect information from you as included in your reviews, including your first name and country of residence.

You can decide to participate in our referral programs or other promotional programs, and doing this will also mean providing us with your personal data. In addition, you can provide us with feedback or ask for help in relation to the collection of your personal data on using the Site or our various other communications platforms.

Where you are making a booking with other guests, or if you make a booking on behalf of someone else, and you provide their personal details to us as part of your reservation, it is your responsibility to ensure that you have the consent of the person or persons to provide their personal information or they are aware that you have done so, and that they understand and accept how Q Lifestyle collects and uses their information (as described in this Privacy Policy).

Our accommodation and ancillary services partners may share information about you with us too – this may happen if you ask questions about your pending booking or if disputes arise regarding your booking.

Where required by law, we rely on the following legal bases to process personal information:

• Necessity to Perform Contract with You - we need to process your information in order to provide our travel reservation services to you, answer your questions and attend to your requests, and provide customer support services to you;
• Our Legitimate Interests – we need to process your information for purposes of security and safety, to detect and prevent fraud, to protect and defend our rights, property or interests and the rights, property or interests of others, to customize and provide our reservation travel services to you, and to respond to lawful requests, court orders, and legal process;
• Compliance with Legal Obligations - we need to process your information in order to comply with relevant laws and regulatory requirements;
• Consent for Direct Marketing Communications and Non-Essential Cookies - we rely on your consent to send you direct marketing materials and to use/allow the use of non-essential cookies. You can unsubscribe from sending you direct marketing materials at any time by following the instructions set out in this Privacy Policy; and
• Protect Vital Interest - we may need to process your information in case of emergency involving an individual's life or health.

We may use information collected through the Site to:

• Provide you with the requested services, such as creating a user account, processing and confirming your reservation, and communicating with you about the services you requested (e.g., pre-reservation or post booking chat support (excluding credit card number), special requests, cancellations and rewards);
• Send you email marketing communications about products and services that may be relevant to you;
• Conduct surveys or provide you with information about our services on our Site or on other websites you may visit;
• Maintain and improve the Site, tailor the user experience, and conduct internal training;
• Protect your security and the security of the Site; and
• Exercise a right or obligation conferred or imposed by law, including responding to requests and legal demands.

When you make a reservation on any of our business partners’ websites or apps, we may also receive certain information such as your name and reservation information, including the accommodation reserved, in order to process your reservation and identify which channel your reservation has originated from.

During your calls with our customer support team, live listening may be done, or your calls may be recorded for quality and reference purposes which include usage of the recordings for purposes of handling claims, training and fraud detection. We shall inform you before your call is recorded. If you would prefer for your call not to be recorded, you can opt out by stating so, or by hanging up. Call recordings are kept for only a specified amount of time and are automatically deleted thereafter, unless Q Lifestyle has a legitimate reason to keep such recording for a longer period, such as for fraud investigation and legal purposes.

If you have not finalized a reservation online, we may send you a reminder to continue with your reservation. We believe that this additional service is useful to you because it allows you to carry on with a reservation without having to search for the accommodation again or fill in all the reservation details from scratch. You may opt out of receiving these reminders, as detailed below under the section "Opting Out of Marketing Communications from Us".

Please note that the confirmation emails and text messages sent to you after you have completed your booking, as well as the guest review emails sent after your departure, are not marketing messages. These messages form part of your accommodation reservation process. Respectively, they contain information to help you check in at your booked accommodation, and tools to rate the accommodation after your stay, if you wish to do so. You will therefore still receive them even if you have opted out of receiving our marketing messages.

As mentioned above, if you are completing the booking for another person who will stay at the accommodation you reserved, you also have the option to insert the guest’s email address in order to enable him or her to receive the reservation confirmation and a separate invitation to complete a guest review.

Communications on the Site

We offer you and our accommodation partners various means to communicate with us about accommodations and existing reservations, directing the communications through the Site. You can contact us with questions about your reservation or about your accommodation via the Site, and via other channels that we may make available.

We may access communications and may use automated systems to review, scan, and analyze communications for security purposes, fraud prevention, compliance with legal and regulatory requirements, investigation of potential misconduct, product development and improvement, research, customer engagement (including to provide you with information and offers that we believe may be of interest to you), and customer or technical support. We reserve the right to block the delivery of or review communications that we, in our sole discretion, believe may contain malicious content, spam, or may pose a risk to you, our accommodation partners, us, or others. Note that all communications sent to us using the Site’s communication tools will be received and stored by us. Business partners through whose platform you made the reservation and accommodation partners may choose to communicate with you directly via email or other channels that we do not control.

In connection with your visit to our Site and use of our services, we may share your information with certain parties (whether within your jurisdiction or outside) or for certain purposes as follows:

• Travel Suppliers such as accommodation properties (e.g., the specific accommodation that you have requested us to reserve) and/or third-party suppliers of accommodation, car rental, insurance, and, where available, activity providers, who fulfil your travel reservations. These suppliers may contact you as necessary to obtain additional information about you, facilitate your travel reservation, or respond to a review you may submit in accordance with their own independent privacy policies.
• Third-Party Service Providers who provide data processing services to us (for example web hosting services), or who otherwise process personal information for purposes such as credit card and payment processing, business analytics, customer service, marketing, or distribution of surveys, to facilitate the delivery of online services and advertising tailored to your interests, and/or fraud prevention. Our third-party service providers will only process information as needed by them to perform their functions. They are not permitted to share or use the information for any other purpose.
• Business Partners with whom we may jointly offer products or services, or whose products or services may be offered on our Site. You can tell when a third-party business partner is involved in a product or service you have requested because its name will appear, either alone or with ours. If you choose to make use of these optional services, we will on occasion share your personal information with these business partners. An example would be a third-party loyalty program that will earn you points when you make a booking through us.
• Our Affiliated Group Companies - our affiliated (group) companies' employees who have been granted permission by us to access this information and who need to know or have access to this information in order to perform the services requested by you (including customer services) and to perform internal (audit/compliance) investigations.
• Where Required or Permitted by Law - such as to protect ourselves against liability, to respond to subpoenas, judicial processes, legitimate requests, warrants or its equivalent issued by law enforcement officials or authorities, to investigate fraud or other wrongdoing or as otherwise required or necessary in order to comply with applicable law, protect our legitimate interests or that of the purchasers in connection with any sale, assignment, or other transfer of all or a part of our business or company. We may also, in compliance with applicable law, disclose your information to enforce or apply the terms and conditions applicable to our services or to protect the rights, property, and safety of Q Lifestyle, our users, and others.
• Business Reorganization - such as the sale, assignment or other transfer of our business, or the transition of service from us to another provider. We will ask for your consent to the business reorganization exercise if required by applicable law.

We provide appropriate protections for such sharing of your information as required by applicable law to prohibit third parties from using your information for their own purposes, and to protect the security and confidentiality of your information. Except as disclosed in this Privacy Policy or as required or permitted by applicable law, we will not disclose your information to third parties without your consent.

Our Site uses and allows third parties to place cookies (session and persistent), pixels/tags, SDKs, application program interfaces ("APIs"), and other technologies (collectively, "Cookies") on our Site that collect and store certain information about you. Some of these Cookies are necessary to keep you logged in while your visit our Site, while other Cookies are used to provide you with a better user experience, such as:

• To personalize the Site according to your usage by remembering information about your activities on the Site (e.g., the language you selected or your log-in details);
• To perform website analytics, such as impression reporting, demographic reporting, and interest reporting to improve our Site and services; and
• To provide you with advertising as tailored to your interest (see below for details).

Interest-Based Advertising

We may allow certain third parties to place Cookies on our Site in order to collect information about your online activities on our Site (e.g., pages visited on the Site and searches you performed) over time and across different websites you may visit. This information is used to enable us and third parties on other websites you may visit to provide advertising tailored to your interests (via email, on our Site, and on other websites), also known as interest-based advertising, and to analyze its effectiveness. We may also share one-way hashed information with third-party partners (e.g., Facebook) who may combine hashed information with other identifiers in order to serve custom advertisements on other websites or mobile apps based on your prior visits to the Site. Q Lifestyle neither supports nor endorses the goals, causes, or statements of any websites or mobile apps that display our advertisements.

Cross-Device Tracking

We may also combine information collected through Cookies and certain usage information from a particular browser or mobile device that may be linked to you (cross-device tracking) in order to optimize our services and to provide tailored Q Lifestyle communications and advertisements to you. If you do not want Q Lifestyle to combine such information for its optimization of communications to you, please unsubscribe from the Q Lifestyle communications i.e. our newsletter.

Your Choices

Please review your Internet browser settings, typically under the sections "Help" or "Internet Options," to exercise choices you have in terms of enabling certain Cookies. If you disable or delete certain Cookies in your Internet browser settings, you might not be able to access or use important functions or features of the Site, and you may be required to re-enter your log-in details.

To learn more about certain Cookies used for interest-based advertising (including through cross-device tracking) and to exercise certain opt-out choices you may have regarding Cookies, please visit the Digital Advertising Alliance, Network Advertising Initiative, Digital Advertising Alliance-Canada, European Interactive Digital Advertising Alliance and for our mobile app, please update your device settings or download the AppChoices app.

Please also visit the following third parties' websites to exercise certain opt-out choices over Cookies:

• Google Analytics - https://tools.google.com/dlpage/gaoptout?hl=en
• Appsflyer (mobile app analytics) - By emailing appsflyer at: [email protected]
• Baidu - http://www.baidu.com/duty/safe_control.html
• Apple - https://support.apple.com/en-us/HT202074
• Facebook - https://www.facebook.com/ads/settings
• Google Ads - https://adssettings.google.com/
• Criteo - https://www.criteo.com/privacy/

By exercising such choices regarding interest-based advertising, you may still receive advertisements, but the network from which you opted out will no longer deliver advertisements tailored to your interests. You should also know that logging out of your user account will not actually mean that you opt out of personalized advertisements.

You may need to make such choices regarding certain Cookies on each browser and device that you may use. Lastly, at this time, the Site is not configured to honor browsers' "Do Not Track" signals.

You can opt out from receiving marketing communications from us at any time by using the "Unsubscribe" link in each newsletter or communication, or through your Q Lifestyle account (if you've created one) - the email subscriptions settings can be found under "Profile".

In connection with the purposes described above, your information may be stored in locations outside of your home country, which may have different standards of data protection from your home country. We provide appropriate protection for cross-border data transfers as required by law, including information transferred to third parties. With respect to such transfers from the European Economic Area ("EEA") to the United States and other non-EEA jurisdictions, we may rely on the EU Model Clauses and/or the need to process your information in order to provide the requested services (performance of a contract) to transfer your information. As permitted by applicable law, you may request for details about the suitable safeguards which we have in place by contacting us using the details as provided below.

On occasion, affiliated entities, business partners, or other third-party providers may share your personal information with us. In general, such information is provided by you to the service provider and you can change the settings in your account with the relevant service provider. In general, we may work with our partners to improve and personalize your use of our Site in accordance with this Privacy Policy.

We maintain reasonable physical, electronic, and organizational security measures to protect your information against accidental or unlawful destruction or accidental loss, alteration, or unauthorized disclosure or access. We use Secure Socket Layer technology to encrypt credit card information during transit. Through your personal account, you are also able to save credit card details for faster future bookings and payments. Your card details are encrypted, and you can always log in to your personal account to delete, edit, or add certain credit card details. For security reasons, the credit card number cannot be edited (but the card details can be deleted). When viewing the credit card details, only the last 4 digits of the credit card number will be visible. Please note that we will store the last 4 digits of your credit card number securely upon any booking made (this is required to manage any refund requests for that booking).

Data Retention

We will retain your information for the period necessary to fulfil the purposes outlined in this Privacy Policy and in accordance with internal company policies. When Q Lifestyle no longer needs to use your information, we will – unless we need to retain your information to comply with applicable legal or regulatory obligations or the information is required to carry out corporate tasks and achieve our business objectives – we will remove it upon your written request from our systems and records and/or take steps to properly anonymize it so that you can no longer be identified from it.

You can easily correct your account name, the booking holder name (subject to the cancellation policy attached to the booking) and contact number at any time by signing into your account on the website. Alternatively, please contact us via our Customer Service to exercise any of the following rights:

• Access: You are entitled at any time to obtain information about your personal information that we store, in accordance with applicable law. However, if permitted by applicable law, we may ask you to pay reasonable photocopying fees and administration fees before we provide the information to you.
• Rectification: You may request that we rectify any of your personal information that is incomplete or incorrect.
• Deletion:You may request that we delete your account.
• Restrictions of Processing: You may ask us to cease processing your personal information, for example if you have objected to the processing and the existence of legitimate grounds is still under consideration.
• Objection: You may object, at any time, to your personal information being processed for direct marketing purposes.
• Right to Withdraw Consent: You have the right to withdraw your consent at any time, without affecting the lawfulness of our processing based on such consent before it is withdrawn.

Data Portability: If applicable, you may request us to send you your personal information which we store, in a commonly used and machine-readable format which shall be decided at our sole discretion. We may charge you copying fees if physical hard copy is required.

For security purposes and to protect your privacy, we will verify your identity before responding to such request, and your request will be attended to within a reasonable timeframe. We may deny your request for deletion or rectification of your personal information due to statutory provisions, especially those affecting our accounting processes, processing of claims, for fraud detection or prevention purposes, and mandatory data retention which may prohibit deletion or anonymization.

On occasion, Q Lifestyle may revise this Privacy Policy to reflect changes in the law, our information collection and use practices, the features of our Site, or our advances in technology. If we make changes to the way we collect or use your information, those changes will be posted in this Privacy Policy and the effective date will be stated at the beginning of this Privacy Policy. Therefore, you should review this Privacy Policy periodically so that you are kept updated on our most current privacy policies and practices. Q Lifestyle will also prominently post any material changes 30 days prior to implementing them, and ask for your consent if required by law.

We may provide you with links to other websites that are not owned or operated by us ("Third-Party Websites"). When you use a link online to visit a Third-Party Website, you will be subject to that website’s privacy and security practices, which may differ from ours. You should familiarize yourself with the privacy policy, terms of use and security practices of the linked Third-Party Website before providing any information on that website.

A Special Note About Minors

Our Site is not directed to minors under the age of 18. However, minors can normally accompany their parent(s), guardians or legal custodian(s) who have booked an accommodation, unless prohibited by the policies of the accommodation property.

Language

This Privacy Policy has originally been drawn up in the English language. Translations in other languages are available for your convenience. In case of conflict between the English language version and a translated version in another language, the English language version shall prevail.

Terms of Use This Privacy Policy forms an integral part of our Terms of Use. Please review our Terms of Use for more details regarding the use of our Site.

If you have any questions about this Privacy Policy or our privacy practices, please contact our Q Lifestyle Data Governance Officer by email at [email protected] or you can send a registered letter to us at the address below:

Q Lifestyle Limited
Contact Center
Level 5, Qi Tower, PJ8,
No. 23, Jalan Barat, Section 8,
46050 Petaling Jaya,
Selangor, Malaysia.