Privacy policy

Privacy policy

Updated: December 2024

Customers - if you have made a reservation, submitted a request or visited our website

1. Our privacy protection policy and who we are

This privacy policy contains information about the way in which S'ONORE VOYAGES - Plaisirs & Maisons de Provence (whose contact details can be found on the website www.provence-plaisirs.com) processes your personal data when you make a reservation or send a booking request via our company, visit our website or contact us.

2. What personal data do we collect and how?

We only process personal data about you when we need it. This data may include the following information:

your personal information, such as your name, contact details (telephone number, email address and postal address), your customer ID and your user ID and password;
your payment information, such as the payments you make or receive, partial details of the card used for your payments;
booking information, such as accommodation and services booked through our company, booking references and travel dates;
your identification details, such as passport details or your identification number where this is required for your booking;
the history of our dealings with you, such as any emails, postcards, chats and social media messages sent by you or us;
information on your use of our services, such as your IP address, your type of device, the way you use or interact with our site, our e-mails, our content or our advertisements (for example, pages visited, links activated and dwellings consulted). For further information, please consult our cookies policy (https://www.provence-plaisirs.com/politique-de-cookies/).

We do not normally collect particular categories of personal data but may need to in order to provide our services to you (for example, when you provide us with information about your health, such as your specific mobility needs, so that we can ensure that your requirements are met). It may also be necessary for legal or insurance reasons (for example, if you have an accident in the accommodation you have booked through us and medical information is required as part of your claim).

The transmission of certain personal data may be required by law or by contract. If you do not provide us with this data, we may not be able to enter into a contract with you or perform the contract entered into with you. We may then cancel your booking. In this case, we will inform you and accept no liability in this respect.

In general, we collect your personal data directly from you, but it may also happen that your data is transmitted to us by third parties. For example:

if you book through one of our partners;
other customers accompanying you;
if you take part in a competition linked to our company and organised by a third party.
from publicly available sources.

Insofar as you provide us with information about other people when you make a booking, this policy will apply to any personal data provided about them and we invite you to draw their attention to this privacy policy.

Depending on how you come into contact with our company, we may use your personal data for the purposes described below.

Purpose of processing	Personal data used	Legal basis for processing
Enable us to complete and manage your booking or associated travel paperwork, including receiving your payments and executing refunds	Personal information, payment information, identification information	Contract Consent
Manage your online account with us	Personal information	Consent Legitimate interest in providing you with a good quality customer service
Record any financial transactions with you	Payment information	Legal obligations
Invite you to comment on our services	Personal information, booking information	Legitimate interest in understanding how our business is perceived and improving our services
Send service communications, including booking information and changes to our terms and conditions	Personal information	Contract Legitimate interest in keeping our customers informed
Manage your participation in any promotions, offers or competitions you choose to enter	Personal information	Consent
To enable you to contact the owner of a property you have booked, we may share your contact details. We may also hide your details and communicate directly with you through our communication channels. We may analyse these communications in order to investigate possible breaches of our terms and conditions, fraud or security issues and for product development. We reserve the right to review or block the sending of communications which we believe may breach our terms, contain malicious content or spam, or present a risk to you or others.	History of our exchanges	Legitimate interest to enable communication between customers and property owners, to ensure that such communications are secure and comply with the law and our terms and conditions, and to improve our business.
To provide, where appropriate, information requested by you	Personal information	Consent
To provide and improve our customer service, including quality control and staff training	Personal information, information about your bookings and the history of our exchanges	Legitimate interest to improve our services, train our staff, maintain our records and resolve problems.
To personalise the services we offer you (for example, where we are authorised to do so, we may identify you when you visit our website so that we can remember your preferences and previous actions, such as the homes you have visited on our site).	Information about your use of our services	Consent Legitimate interest in providing the best possible experience when you visit our site
To monitor our website, including its performance and security, and, where we are authorised to do so, to analyse the behaviour of visitors to our site in order to protect and improve it.	Information about your use of our services	Consent Legitimate interest in maintaining the integrity and security of our website and providing the best possible experience when you visit our site
To carry out marketing activities. We use information about your bookings and your use of our services not only to send you our newsletter, but also to send you personalised advertisements and present them to you or other targeted persons on our websites and social networks. Where appropriate, aggregated information is passed on to our third-party advertising partners such as Facebook and Google. We may also use publicly available information to better understand our customers and improve our marketing.	Personal information, information about your bookings and information about your use of our services	Consent Legitimate interest in identifying and telling you about our services that may be of interest to you
Pass on your details to third parties to provide you with emergency assistance in the event of a crisis or other unforeseen travel incident.	Personal information	Legitimate interest in protecting our business and our customers
To carry out analyses and improve our products, including testing, resolving security or other technical problems, analysing data, compiling statistics, improving our website and our communications and developing new products and services. Wherever possible, we use anonymised data for these purposes, but there may be occasions when we need to use personal data (for example, if you experience a technical problem on our website, we may need to use information about your device).	Any type of data	Legitimate interest in evaluating our range of services and improving our business
For legal purposes, including taking legal action, ensuring compliance with our booking conditions and other agreements, complying with the advice of the authorities, meeting regulatory requirements, honouring our legal obligations and detecting, preventing and reporting infringements.	Any type of data	Legal obligations Legitimate interest in protecting our business and assisting the police or public authorities

Where particular categories of personal data are required for any of the purposes described above, we will only use them if we have received your consent, you have made your information publicly available or we are the subject of legal proceedings.

3. Sharing your data outside S'ONORE VOYAGES - Plaisirs & Maisons de Provence

In order to provide our services and carry out our activities efficiently, we may share your personal data with :

the agents or owners of the holiday accommodation you have booked, including their service providers, such as cleaners and key handlers (this data may include your telephone number, email address and postal address where necessary in connection with the booking; this data may also include your identification details where required by law, such as council tax legislation);
our service providers, who act as sub-contractors and provide us with IT and administrative services for our systems, hosting and support services for our websites, marketing services, customer support, cleaning and maintenance services and customer feedback services;
our professional advisers, including any bankers, lawyers, accountants, chartered accountants or insurers who provide services to us;
any third party advertising partner;
our insurers (provided you purchase an insurance policy offered by us);
any credit/debit card company;
any payment service provider;
any public body, regulatory body or other authority;
any third parties with whom it may be necessary for us to work together to provide services or carry out travel arrangements on your behalf (for example, holiday centres or parks, management companies and homeowners associations or car rental companies);
any third party booking or distribution platforms, travel agents and booking partners;
any third party to whom we choose to sell or transfer any of our assets or business or with whom we choose to merge any of our assets or business or any business we acquire or merge with;
any third party you have given us permission to contact, including mediators.

Third parties are required to process your personal data in accordance with applicable data protection legislation. Where a third party is acting on our behalf, they are not permitted to use your personal data for their own purposes and we will ensure that they have appropriate security measures in place to protect your data.

4.How long we keep your personal data.

We will only keep your personal data for as long as is necessary, taking into account the volume, nature and sensitivity of your personal data, the potential risk of harm in the event of unauthorised use or disclosure of your personal data, the purposes for which we process your personal data, applicable legal and regulatory requirements and applicable industry standards or guidelines. If your data is no longer required, it will be securely deleted or made anonymous so that it is no longer possible to identify you.

5. Your rights

In certain circumstances, you have the right to:

request access to a copy of the personal data we hold about you (‘data subject access request’);
request correction of any incorrect or incomplete personal data we hold about you. In this respect, please remember that you can update your details via My Account;
request the deletion of your personal data in cases where we no longer have any reason to continue processing it (‘right to be forgotten’);
object to our use of your data for canvassing purposes or, in certain cases, for the pursuit of our legitimate interests;
ask us to restrict the processing of your personal data. This allows you to ask us to limit the way we process your personal data - for example, if you dispute the accuracy of the information, we hold about you;
exercise your right to data portability, i.e. request that we transfer the personal data you have given us directly to you or to a third party;
withdraw your consent in cases where we rely on your consent to process your personal data.

You will not be charged for exercising your rights, unless your request is unfounded or excessive, in which case we may charge a reasonable fee or refuse to comply with your request. We may need to ask you to provide us with information to help us confirm your identity and determine which data you are referring to.

If you wish to exercise any of these rights, please contact us. We aim to respond to requests made to us within one month but, where we are authorised to do so, we may extend this period by two months and will inform you accordingly.

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Landlords - if you offer a property for rent, submit a rental application or have been contacted by us about renting your holiday property through our services, have visited our website or used our app.

1. Our privacy protection policy and who we are

2. What personal data do we collect and how?

We only process personal data about you when we need it. This data may include the following information

- your personal information, such as your name, contact details (telephone number, e-mail address and postal address), owner ID, date of birth and user ID and password;
- your financial information, such as payments you have made or received, your bank account information and your tax identification number, if applicable;
- rental information, such as the contract under which your holiday accommodation is rented through our company, information about your holiday accommodation and a licence/registration/permit number or similar where required;

the history of our interactions, such as any emails, postcards, chats, recorded calls and social media messages from you and us;
information about your use of our services, such as your IP address, device type, device ID, how you use or interact with our site, email, content, advertisements or application (for example, pages visited, links activated and dwellings viewed). For further information, please consult our cookie policy (https://www.provence-plaisirs.com/politique-de-cookies/)

The transmission of certain personal data may be required by law or by contract. If you do not provide us with this data, we may not be able to enter into a contract with you or perform the contract entered into with you. We may then cancel the service we offer you. If this happens, we will inform you and decline all responsibility in this respect.

We may also collect and process the contact details of third parties that you nominate (such as a caretaker or cleaner, for example) and whose data you provide to us. If you provide us with such data, you must ensure that you draw the attention of the third parties concerned to this privacy protection policy.

In general, we collect your personal data directly from you. From time to time we may collect personal data from a person to whom you have given permission to provide us with your name, from the owner of the accommodation (for example, if you have been appointed as caretaker or cleaner), from publicly available sources and from companies involved in the construction and sale of holiday accommodation.

Depending on how you come into contact with our company, we may use your personal data for the purposes described below.

Finalité du traitement	Personal data used	Legal basis for processing
Enable us to offer your holiday accommodation for rent, including making payments and providing associated services, such as referring you to a spa supplier with your consent	Personal information, payment information, identification information	Contract Consent
Manage your online account with us	Personal information	Consent Legitimate interest in providing you with a good quality customer service
Record any financial transactions carried out with you	Payment information	Legal obligations
Send service communications, including information on bookings and changes to our general terms and conditions.	Personal information, booking information	Legitimate interest in understanding how our business is perceived and improving our services
To enable you to communicate with customers who have booked your property, we may share your contact details. We may also hide your details and communicate directly through our communication channels. We may analyse these communications in order to investigate possible breaches of our terms and conditions, fraud or security issues and for product development. We reserve the right to review or block the sending of communications which we believe may breach our terms, contain malicious content or spam, or present a risk to you or others.	Personal information	Contract Legitimate interest in keeping our customers informed
Rewarding our owners (for example, by sending you a gift)	Personal information	Consent
To invite you to complete surveys about your rental experience	History of our exchanges	Legitimate interest to enable communication between customers and property owners, to ensure that such communications are secure and comply with the law and our terms and conditions, and to improve our business.
To provide, where appropriate, information requested by you	Personal information	Consent
To provide and improve our customer service, including quality control and staff training	Personal information, information about your bookings and the history of our exchanges	Legitimate interest to improve our services, train our staff, maintain our records and resolve problems.
To personalise the services we offer you (for example, if we are authorised to do so, we may identify you when you visit our website or use our application so that we can remember your preferences and previous actions, such as your language settings).	Information about your use of our services	Consent Legitimate interest in providing the best possible experience when you visit our site
To monitor our website and application, including its performance and security, and, where we are authorised to do so, to analyse the behaviour of users of our website and application in order to protect and improve them.	Information about your use of our services	Consent Legitimate interest in maintaining the integrity and security of our website and providing the best possible experience when you visit our site
To carry out marketing activities.We use information about your bookings and your use of our services not only to send you our newsletter and promotional material, but also to send you personalised advertisements and present them to you or other targeted persons on our websites and social networks. Where appropriate, aggregated information is passed on to our third-party advertising partners such as Facebook and Google.	Personal information, information about your bookings and information about your use of our services	Consent Legitimate interest in identifying and telling you about our services that may be of interest to you
To analyse and improve our products, including testing, solving security or other technical problems, analysing data, compiling statistics, improving our website and application and developing new products and services. Wherever possible, we use anonymised data for these purposes, but there may be occasions when we need to use personal data (for example, if you experience a technical problem on our website, we may need to use information about your device).	Personal information	Legitimate interest in protecting our business and our customers
For legal purposes, including taking legal action, ensuring compliance with our lease terms and other agreements, complying with the advice of authorities, meeting regulatory requirements, fulfilling our legal obligations and detecting, preventing and reporting infringements.	Any type of data	Legitimate interest in evaluating our range of services and improving our business

3. Sharing your data outside SARL S'ONORE VOYAGES - Plaisirs & Maisons de Provence

In order to provide our services and run our business efficiently, we may share your personal data with :

people who may rent your holiday accommodation (this may include your telephone number, email address and postal address where necessary in connection with the booking; for example, if you are responsible for handing over the keys or if someone needs to contact you about their stay or a problem that needs sorting out);
our service providers, who act as sub-contractors and provide us with IT and administrative services for our systems, hosting and support services for our website and application, marketing, customer support, cleaning and maintenance services;
our professional advisers, including any banker, lawyer, accountant, chartered accountant or insurer who provides services to us;
any travel agents and third party advertising partners;
any credit/debit card company;
any payment service provider;
any public body, regulator or other authority;
any third party to whom we choose to sell or transfer any of our assets or business or with whom we choose to merge any of our assets or business or any business we acquire or merge with;
any third party you have given us permission to contact.

4. How long we keep your personal data

5. Your rights

In certain circumstances, you have the right to:

request access to a copy of the personal data we hold about you (‘data subject access request’);
request correction of any incorrect or incomplete personal data we hold about you. In this respect, please remember that you can update your details via My Account;
request the deletion of your personal data in cases where we no longer have any reason to continue processing it (‘right to be forgotten’);
object to our use of your data for canvassing purposes or, in certain cases, for the pursuit of our legitimate interests;
ask us to restrict the processing of your personal data. This allows you to ask us to limit the way we process your personal data - for example, if you dispute the accuracy of the information, we hold about you;
exercise your right to data portability, i.e. request that we transfer the personal data you have given us directly to you or to a third party;
withdraw your consent in cases where we rely on your consent to process your personal data.