1. To Provide Superior Customer Service to our Guests

   Personal Information is collected to assist us in making your reservation and providing the services you request at any of our properties, to ensure we meet your needs while you are staying with us and/or to allow us to contact you in relation to matters that arise from your stay with us. By keeping certain stay related Personal Information on file, such as information regarding guest history and itemized spending, guests of VOLCANO LODGE AND GARDENS have the ability to confirm prior transactions and reconcile statements or invoices.

2. To Keep Our Guests Informed

   We may use the Personal Information you provide to send you newsletters regarding our services and to advise you of promotions or to inform you of offers or other information that may be of interest to you. In order to do this, your information may be shared with a third party, including a customer relationship management company and/or a marketing and communications company. These companies are under contract with VOLCANO LODGE AND GARDENS and contractually required to protect all guest information to which they have access. If you do not wish to receive information from VOLCANO LODGE AND GARDENS you may indicate your wishes on your registration card when you stay with us or you may advise our hotel or send an e-mail to: submanager@volcanolodge.com

3. For Marketing Research

   Finally, we may wish to contact Guests to conduct surveys or focus groups to receive your views of our properties and service delivery. Such information may be collected by a third party under contract with us and they will be contractually required to protect your Personal Information as explained below. Occasionally we will combine information from a number of Guests and Owners to better understand trends and Guest and Owner expectations. When this occurs, all identifiers are removed and the aggregate information cannot be linked to any specific Guest.

1. On Our Web Site

   a. Initially Upon Contact With Our Web Site

   When you visit our web site, you are initially given a "cookie", and your computer is assigned an ID number. A cookie is a commonly used device that tracks an individual user's preferences, and is capable of enhancing your visit to the site. Cookies allow us to provide a customized experience without the visitor having to remind us of his or her preferences each time she or he visits our site. Our cookies do not contain any personally identifying information. VOLCANO LODGE AND GARDENS cookies also do not follow visitors when traveling on the Internet after leaving the VOLCANO LODGE AND GARDENS web site.

   We also use “cookies” to collect and maintain aggregate web site data (such as the number of visitors to a particular site), which helps us see which areas are popular with our users and which are not. Among other things, this helps us improve and update the site, based on such data as total number of visitors and pages viewed.

   If you do not want to accept cookies, you can block them by adjusting the settings on your Internet browser. Visitors should understand, however, that rejecting cookies will affect your ability to benefit from the conveniences afforded by the use of cookies, and you will not be able to use certain customization features associated with creating a user profile.

   Once you have visited our web site and accepted our cookie, your ID number is automatically assigned to your computer whenever you visit our web site. Despite the fact that you remain anonymous until you enter Personal Information in the web site, the ID number allows us to log your session, so that we may better assist you should you need some individualized service or support. Once you enter Personal Information on the web site, we associate your ID number with your contact information so we can recognize you on a future visit. We also use it to keep track of information that appears to be of particular interest to you.

   b. While Browsing Our Web Site

   While in the process of browsing our web site, you also provide us with information that does not reveal your personal identity - what type of destination you're seeking information about, for example. We use this aggregated, anonymous data mainly for editorial purposes, but we do not connect it to any Personal Information, such as your name or address.

   While you explore our web site for the information that interests you, you may wish to put in a specific "Information Request" about one of our hotels or resorts, or you may wish to participate in one of our on-line surveys or promotions. To respond to this request or to participate in our various programs, we may ask you for Personal Information, such as your name, identification number, zip/postal code, e-mail address, and phone number.

   In the event you choose to provide us with this information, we will only use it for the purpose we have specified to you. We will only e-mail you if you want us to, and you can choose a number of alternate methods by which to receive a reply to a request. Your transmittal of your personal data shall constitute your acknowledgment and agreement to the terms and conditions contained in this Privacy Policy. If you are uncomfortable providing this information over the Internet, you can always call our Reservations Office for more details.

   If you wish, you may also submit your e-mail address in order to be placed on a subscription list or to receive other information. You will be placed on these lists only when you indicate your desire to be included. In deciding whether or not to join such lists, please note that they are only used for internal purposes - we do not sell or rent our lists to anyone. In the event you choose to join one of our lists, you may ask to be removed from the list at any time. Visitors will always have the ability to accept or decline any form of communication from VOLCANO LODGE AND GARDENS.

   c. Making a Purchase on Our Web Site

   When making a purchase, on our Web site, you will be asked to complete a form that includes your contact information and payment information. The form is secure (see below). When the form is complete, your credit card number will be verified using a checking sequence, and once this is confirmed we authorize payment for the amount shown on your order form. Once your transaction is confirmed you will see a “Thank You” screen and if you requested an e-mail confirmation it will be sent within a few moments. Again, due to the personal nature of the information you give when making a purchase through our web site, the form is secure, such that your credit card number is protected with the most sophisticated encryption technology available and is transmitted on a private network.

   We retain a log file of transactions at our web site, excluding your credit card number, connected to your ID number. We will then use that information to assist in any inquiries about your transaction. We also occasionally combine information from a number of web visitors in a way that does not identify any user, in order to identify user patterns.

2. When Making a Reservation

   a. On Our Web Site

   Visitors to volcanlogde.com who elect to make reservations online will be required to complete a reservation profile the first time they make a reservation. When you create a reservation profile you will be asked to provide specific Personal Information, including your name, address and contact information, as well as certain guarantee and deposit information to secure your reservation, such as your credit card number. Your transmittal of your Personal Information shall constitute your acknowledgment and agreement to the terms and conditions contained in this Privacy Policy.

   Your credit card number will be verified using a checking sequence, but we do not authorize any payments at this point. Once your reservation is confirmed, VOLCANO LODGE AND GARDENS will be sent all of the reservation information.

   Due to the personal nature of the information you give when making a reservation through our web site, the reservation system is secure, such that your credit card number is protected with the most sophisticated encryption technology available and is transmitted on a private network.

   We also receive a copy of the reservation profile at our web site excluding your credit card number connected to your ID number. We will then use that information to create a log in our web site database.

   b. Through our Telephone Line

   Reservations can also be made by calling of our Hotel o coming directly. When you make a reservation we may ask you for Personal Information such as your name, address, telephone number and method of payment. We may also obtain from you any room preferences or special requests. Personal Information obtained will be managed just by the hotel, confirmation of your reservation will be provided to you, generally by e-mail, or as you prefer.

3. During your stay at a Hotel

   During your stay, we record your itemized spending to properly assemble your folio, which sets out your room rate and other expenses billed to your room. We also record this information to comply with financial reporting requirements, including those imposed by our auditors and government regulators. We may also collect certain information required by local laws like Institute Costarricense of Tourism (e.g. passport number). Information particular to your stay may also be stored (i.e. health issues, payment difficulties, special requests, service issues). This stay specific information stored, about your stay time in our hotel is combined with information from previous visits that you have made to our hotel. You may advise the VOLCANO LODGE AND GARDENS if you do not want personal preferences shared.

   In addition, we may retain the content of any document (including letters, comment cards, electronic documents such as e-mails and other similar forms of communication) that you send us before, during or following your stay. This information may be shared with employees of the hotel but will not be shared with any third party.

1. At the Hotel or Resort

   VOLCANO LODGE AND GARDEN goes to great measures to ensure that all Personal Information is kept in a secure location, be it a database or filing cabinet. Furthermore, we take steps to ensure that only designated individuals have access to this information.

2. In Our Guest Reservation System

   The stored information, in our Reservations system includes guest name, address, phone numbers and credit card number. We may also store certain information regarding your service preferences. The stored information is just used by internal proposals, only VOLCANO LODGE AND GARDENS can use it, by exclusive internal use.

3. In Our Marketing Database

   VOLCANO LODGE AND GARDENS maintains a database of Guest information which is used for marketing, promotion and research purposes. Guests will only receive such information if they have provided permission on their Hotel registration form, on the VOLCANO LODGE AND GARDENS web site, or in some other form. Any information sent provides a clear notice of how to discontinue receiving promotional materials.

When you log-in to complete or modify a Booking Profile, Guest Service Profile, your online interaction with us is protected from eavesdropping using the highest level encryption technology based on the browser you use. In order to ensure your privacy and the protection of information you choose to share with us, we allow only encrypted communications from all of our web forms.

It is important to note that any e-mail communication is not secure. This is a risk inherent in the use of e-mail. Please be aware of this when requesting information or sending forms to us by e-mail (for example, from the Contact Us section of our web site). We recommend that you do not include any confidential information (i.e. credit card information) when using e-mail. For your protection, our e-mail responses to you will not include any confidential information.

Finally, to be prudent, please be sure to always close your browsers when you are done using a form or the reservation site. Although the session will terminate after a short period of inactivity, it is best to close your browsers immediately upon completion, since while you are logged on it is easier for someone to attempt to get access to your profile.

If you are invited and elect to create a Guest Profile, on our web site, you will be asked to furnish specific Personal Information. You will also be asked to provide a password for use each time you log-in. Once you have created a Guest Profile, we may add online session data to your Guest Profile on subsequent visits to our website. When you provide information, including revised information to your Guest Profile, we may use the information you provide to update other databases maintained by us.

By completing your Guest Profile you are considered to have provided consent to share your Personal Information within VOLCANO LOGDE AND GARDENS in accordance with this Privacy Policy.

Information is shared between certified data privacy personnel at individual VOLCANO LODGE AND GARDENS hotels in certain limited circumstances, particularly where health or safety concerns have arisen in the past. Preference information may also be shared to enhance your hotel experience.

Further, if a guest does not pay the outstanding account on time, or acts in an unlawful manner in regards to payment obligations, this information may be shared among accounting personnel at VOLCANO LODGE AND GARDENS properties.

Agents, contractors or third party service providers of Volcano Lodge and Gardens may receive your Personal Information in the course of providing services to Volcano Lodge and Gardens to better serve your needs as a Guest. Using contractual or other arrangements, Volcano Lodge and Gardens ensures these parties protect your Personal Information in a manner consistent with the principles articulated in this Privacy Policy.

Personal information is shared with third party residential property developers as set out above. The particular developer's website can be consulted for the developer's policy on the collection, storage and use of such information.

We will only share Personal Information about you outside VOLCANO LODGE AND GARDENS without your consent, where: (a) it is required or authorized by law (for example, in response to a legal subpoena); (b) it is required to provide you with services you have requested in which case you will be considered to have implied your consent (i.e. car rental); (c) if your stay has been paid for by a third party we will provide billing information to the paying party.

f VOLCANO LODGE AND GARDENS suspects any unlawful activity is taking place, it may investigate and/or report its findings or suspicions to the police or other relevant law enforcement agency.

We understand that you may like to know what Personal Information we hold about you. We are happy to assist you with your request. To protect your Personal Information, however, we require that you prove your identity to us at the time your request is made. You may make a request to the “Sub-Gerencia” at the Hotel when you decide.

When you make a request in person, we will require you to produce some form of photo identification such as a passport or a driver's license and you will be asked to sign a request form.

Where you make a request by other means, we require the request be made in writing via fax or letter including a copy of a government issued identification and signature. We also require home and business addresses and phone numbers so we can check them with our files and satisfy ourselves as to your identity.

The above information is required to create an audit trail of how the request has been handled. Where a request is made, any correspondence or application may be kept and added to your Personal Information.

VOLCANO LODGE AND GARDENS does business in Costa Rica as “Inversiones Turísticas la Palma HCM Sociedad Anónima” according the laws of “Registro Público Costarricense. Therefore, VOLCANO LODGE AND GARDENS adheres to all regulations and legal policies in place to Costa Rica, regarding the use, management and protection of personal information of its clients, and like all respect to their duties and rights.

If you have additional questions regarding the law or if you feel we have not treated your Personal Information appropriately, you may contact us at the following e-mail address:
submanager@volcanolodge.com Sub-Manager & Marketing
Volcano Lodge and Gardens
La Fortuna San Carlos, Alajuela, Costa Rica