|
Privacy
Policy
CENDANT
HOTEL GROUP, INC.
CUSTOMER PRIVACY POLICY
AND INFORMATION PRACTICES STATEMENT
Revised September 2004
Introduction. We at the Cendant Hotel Group, Inc., a subsidiary
of Cendant Corporation, consisting of Days Inns Worldwide, Inc.,
Howard Johnson International, Inc., Ramada Franchise Systems,
Inc., Super 8 Motels, Inc., Travelodge Hotels, Inc., Wingate
Inns International, Inc., AmeriHost Franchise Systems, Inc., and
Knights Franchise Systems, Inc. (collectively, the “Franchisors”)
and the Cendant family of hotel franchise systems, (Days Inn®,
Howard Johnson®, Ramada® (50 States of the U.S. and Canada
only), Travelodge®, Wingate Inn®, AmeriHost®, and Knights Inn®
brands (collectively, the “Brands”) recognize the importance
of protecting the privacy of individual-specific (personally
identifiable) information collected about the guests, visitors
and prospective guests ("Customers") of our Brands.
Examples of individual-specific information
("Information") are described in the Section, “What
is Individual Specific Information?” We have adopted this
Customer Privacy Policy to guide how we and affiliates, utilize
Information about our Customers. This Policy will evolve and
change as we continue to study privacy issues.
Application. This policy applies to residents of the United
States and hotels of our Brands located in the United States
only. We do not accept the jurisdiction of any other laws over
our activities in the United States. This policy also applies
only to our Brand guests, prospective guests and visitors to the
consumer web sites of our Brands. We have a separate policy
governing our extranet sites accessible only to our Franchisees.
Purpose. Our purpose in establishing this policy is to balance
our legitimate business interests in collecting and using
Information with our Customers' reasonable expectations of
privacy. Our intent is to bring you offers and discounts that we
believe are relevant to your interests. We believe that our
Customers benefit from promotional activity based on Customer
Information employed to market goods and services offered by and
through our franchise systems and other Cendant business units.
For more information on our affiliates, check our corporate web
site, www.cendant.com.
Security. Cendant collects Information only in a manner deemed
reasonably necessary to serve our legitimate business purposes
and comply with our legal obligations.
We safeguard our Customers’ personally identifiable
information by using industry standard practices. Although
“guaranteed security” does not exist either on or off the
Internet, we make commercially reasonable efforts to make our
collection of such Information consistent with all applicable
laws and regulations.
Currently, our websites utilize a variety of different security
measures designed to protect personally identifiable information
from unauthorized access by users both inside and outside
Cendant, including the use of 128-bit encryption based on a
Class 3 Digital Certificate issued by Verisign Inc. This allows
for utilization of Secure Sockets Layer, which is a method for
encrypting data. This protects confidential information - such
as credit card numbers, online forms, and financial data - from
loss, misuse, interception and hacking.
We take commercially reasonable efforts to create and maintain
"fire walls" and other appropriate safeguards to
ensure that to the extent Cendant controls the Information, the
Information is used only as authorized by Cendant and consistent
with this Policy, and that the Information is not improperly
altered or destroyed. Our privacy protection practices help us
to maintain accurate, timely, complete and relevant information
for our business purposes. Our communication system, software
and database practices have been designed to aid us in
supporting authenticity, integrity and confidentiality. Although
we use commercially reasonable efforts to maintain data security
when data is transmitted through third party communication
service providers, we do not warrant the security of data during
such transmission.
Third party websites that are accessed through links, banners
and other means of electronic connection on our web sites have
separate privacy and data collection practices, and security
measures. We have no control over these third party web sites
and no responsibility or liability for the practices, policies
and security measures implemented by third parties on their
websites. These third party web sites have content, advertising,
banners, links, sponsors, partners and connections over which we
have no control and no responsibility. We encourage you to
contact these third parties to ask questions about their terms
of use, privacy practices, policies and security measures before
disclosing personal information on linked web sites. We do not
endorse or approve the content, terms of use, privacy policy,
advertising or sponsors of any linked web site.
The Internet. On our Brand web sites we do not collect
personally identifiable information from Customers unless they
provide it to us voluntarily and knowingly. When you reserve a
room with us we will capture information such as name, address,
telephone number, email address, and credit card number to
process your reservation. The primary purpose of capturing the
email address is to send a reservation confirmation to the
reserving guest. The confirmation may contain additional offers
from our affiliates and business partners that we believe may be
of interest to you, based on the information you provide to us.
However, Customers can sign up to receive email offers from the
Brand and select third party partners. If you have asked to be
put on our mailing lists, we may contact you via e-mail from
time to time. You will always be provided with a way to opt-out
of future e-mailings, however we will continue to send e-mails
to confirm your reservations.
Like many other Internet sites, we automatically collect certain
non-personal information regarding our Customers, such as
software client information (for example, IP addresses, browser
versions and operating systems) and aggregate information (for
example, number of pages accessed) in order to analyze Web
traffic and usage trends, and to enable us to tailor content and
services to provide a better fit to our Customers’ needs.
Information of this nature does not pertain to your specific
identity and is not associated with your personal information.
Our web sites have hyperlinks that connect the Customer to other
websites, some of which are not affiliated with or controlled by
Cendant. Once you leave our websites, each new website you visit
may have its own privacy policy and terms of use. Your
interaction with these sites will not be governed by this policy
or the terms of use of our web sites.
Cookies. We may place a "cookie" on your web browser.
A cookie is a very small text file that is sent to a
Customer’s browser from a web server and stored on the
Customer’s computer hard drive. It assigns the computer a
unique identifier. The cookie stores information on your hard
drive so we can communicate with you more efficiently, respond
to you based on prior sessions at which you provided information
about you or your preferences to us and understand what you
prefer to view on our web sites. We do not use cookies to store
passwords or credit card information. Cookies do not tell us
your individual identity unless you have chosen to provide it to
us.
Your browser may be set to allow you to be notified when a
cookie is to be placed on your browser, decline the cookie or
delete cookies that have been placed on your browser. Some
functions of our web sites may not work or may work slowly if a
cookie is refused.
Our web site uses third party service providers to serve and
host our advertisements. These third parties may place cookies
on your computer if you click on or access the advertising.
The third party cookies are used to track whether the site was
accessed from the advertisement. The cookies generated from the
advertisements do not contain personally identifiable
information. We do not control these cookies and they may not
follow the rules we have set for our own cookies.
We and our third party ad server also use invisible pixels,
sometimes called web beacons, on our web site to count how many
people visit certain web pages. Information collected from
invisible pixels is used and reported in the aggregate without
the use of a Customer’s personally identifiable information.
This information may be used to improve marketing programs and
content and to target our Internet advertisements on our site
and other web sites. For more information about our third party
ad server, or to learn your choices about not having this
non-personal information used to serve ads to you, please read a
brief overview of our third party ad server's Privacy Policy,
located at:
http://www.doubleclick.com/us/corporate/privacy/privacy/default.asp?asp_object_1.
If you do not want to have this information collected, you can
"opt-out" of this web-site analysis tool by visiting
our third party ad server's opt-out page at:
http://optout.cendant.rpts.net/cgi-bin/rpts/optout.pl.
The Information We Collect. Each hotel operated by a Brand
franchisee must collect and store Customers' names, addresses,
and other basic Information that is solicited on the hotel
registration card to provide requested hotel services and for
billing purposes. State laws in many states require the hotel
operator to collect and retain this information and make it
available to law enforcement officers. Our franchisees send to
the Cendant Enterprise Data Warehouse certain personally
identifiable information, including the name, address, telephone
number, email address and transaction detail (what goods and
services were charged on the hotel bill and the method of
payment). In addition, we obtain personally identifiable
information from third party sources that are obligated to
comply with applicable privacy laws. We may append such
information to Information maintained in the Cendant Enterprise
Data Warehouse. Credit card numbers used for payment or
guarantee are automatically encrypted in our Data Warehouse so
that they cannot be easily accessed. We do not collect Social
Security or driver's license numbers from Customers.
Feedback/Opt out. We always offer Customers the opportunity to
"opt-out" of communications. A customer may elect to
opt out of communication by following the directions posted on
every email communication or by visiting the brand website or by
contacting the customer service department of the hotel Brand
that was patronized. Customers can elect to opt out from any of
the following: (1) Mail - email (excluding confirmation emails)
and direct mail; (2) Phone -telephone and fax solicitation; or
(3) Contact - all communications including email, direct mail,
fax and telephone. We maintain telephone "do not call"
lists as mandated by law. We incorporate into our Data Warehouse
"do not call" and "do not mail" lists
maintained by other organizations. We process requests to be
placed on do not mail, do not phone and do not contact lists
within 60 days after receipt, or such shorter time as may be
required by law.
Any Customer may opt out of communication by contacting Cendant
using the following methods:
By phone – 888-564-4487 for Amerihost Inn; 877-212-2733 for
Days Inn; 877-222-3297 for Howard Johnson; 877-225-5637 for
Knights Inn; 877-227-3557 for Ramada Inn; 877-244-7633 for Super
8; 877-321-7653 for Travelodge; 877-333-6683 for Wingate Inn
By mail – Opt Out/ Privacy, Hotel Group
Cendant Corporation
1 Sylvan Way
Parsippany, NJ 07054
We also invite your feedback and comments on this Policy. Please
contact us at the email address above or by writing to us at:
Privacy Policy Inquiry, Hotel Group, 1 Sylvan Way, Parsippany,
NJ 07054. You may also call our Customer Service Departments
through our Brand telephone reservation centers or at the
numbers provided above.
Reservations. When a Customer calls our reservation centers or
contacts us via the Internet, fax or other means about hotel
reservations, we need certain information such as name, address,
telephone number and email address to respond to the inquiry and
to make the reservation. This information is sent to the hotel
where the reservation is also recorded. A credit card number is
necessary to guarantee the reservation past a certain time. The
franchisee will charge the credit card account of a Customer who
fails to arrive and fails to cancel the reservation in a timely
manner. Franchisees may impose other conditions on the
reservation such as minimum length of stay, advance deposit and
other terms of the contract. A Customer should always ask for
and record a confirmation number when making, changing or
canceling a reservation. Information collected as part of the
reservation process is used as this Policy describes whether or
not the Customer actually utilizes the hotel reservation. The
Franchisor may, but is under no obligation to, contact Customers
with reservations to inform them about changes in the status of
the hotel for which the reservations are made and may suggest
alternative accommodations.
Email. Each Franchisor will ask Customers to submit their email
address to provide relevant information such as reservation
confirmations and special offers. The primary purpose of
capturing email addresses is to send reservation confirmations
to our guests. Our confirmations may contain additional offers
from our affiliates and business partners based on information
you provide and your destination. However, Customers can also
sign up to receive email offers from the Brand and selected
third party partners. In addition, we may collect Customer email
addresses and share them with our third party service providers
for purposes of conducting consumer research and surveys as more
fully described below. Customers will always have the ability to
opt-out of future email communications, however, we will
continue to send e-mails to confirm your reservations.
It is our intent to only send email communication (other than
confirmation e-mails) to Customers who have consented to receive
email from the Brand or our carefully selected third party
partners, and/or to Customers who have permitted third parties
to share the Customer's e-mail address with entities such as the
Brands for purposes of receiving promotional e-mails. These
communications will relate to Brand offers, Customer surveys,
and/or the promotions of select, reputable third parties whom we
have a marketing relationship because they offer products and/or
services that may be of interest to you. At any time a Customer
may opt-out of receiving email communications by following the
directions posted in every email communication, by visiting the
Brand web site and following the opt-out instructions or by
contacting the Brand’s Customer Service Department.
We currently use a third party email service provider to send
emails. This service provider is prohibited from using our
Customer’s email address for any purpose other than to send
Brand related email.
SWEEPSTAKES / CONTESTS:
Occasionally a Franchisor runs sweepstakes and contests. We use
Information provided for hotel reservations or ask Customers who
participate or enter to provide contact information (like an
email address). If a Customer participates in a sweepstakes or
contest, his/her contact information may be used to reach
him/her about the sweepstakes or contest, and for other
promotional, marketing and business purposes.
All Brand sweepstakes/contests entry forms will provide a way
for participants to opt-out of any communication from the
sweepstake’s/contest’s manager that is not related to
awarding prizes for the sweepstake/contest.
DIRECT MAIL / OUTBOUND TELEMARKETING:
Customers who supply a Brand with Information, or whose
Information we obtain from third parties may receive periodic
mailings or phone calls from us with information on new Brand
products and services or upcoming Brand special offers/events.
They may also receive mailings/calls from third parties we
select whom we believe offer potentially valuable goods or
services.
Each Franchisor offers our Customers the option to decline these
communications. Customers may contact us to opt-out of such
communications as follows:
By phone – 888-564-4487 for Amerihost Inn; 877-212-2733 for
Days Inn; 877-222-3297 for Howard Johnson; 877-225-5637 for
Knights Inn; 877-227-3557 for Ramada Inn; 877-244-7633 for Super
8; 877-321-7653 for Travelodge; 877-333-6683 for Wingate Inn
By mail – Privacy Policy Inquiry
Cendant Corporation
1 Sylvan Way
Parsippany, NJ 07054
RESEARCH/SURVEY SOLICITATIONS
From time to time we may perform research (online and offline)
via surveys. We may engage third party service providers to
conduct such surveys on our behalf. All survey responses are
voluntary, and the information collected will only be used for
research and reporting purposes, to help us to better serve
Customers by learning more about their needs and the quality of
guest experience at all of our hotels. We may contact a Customer
to inquire or survey about the guest experience at the Brand
visited and the prospect of future stays or the improvements
needed to attract additional business from the Customer for the
hotel visited or the Franchisor. The survey responses may also
be used to determine the effectiveness of our websites, various
types of communications, advertising campaigns, and/or
promotional activities.
If a Customer participates in a survey, the information given by
the Customer will be used along with that of other study
participants (for example, a Franchisor might report that 50% of
a survey's respondents are men). A Franchisor may share
anonymous individual and aggregate data for research and
analysis purposes.
Participation in surveys is voluntary. Participants who do not
wish to receive email communications may opt out of the receipt
of such communication by notifying us as provided in the
Feedback/Opt-Out section below.
What is Individual Specific Information? Individual-specific or
personally identifiable information is any information or data
about a Customer that in itself, or as part of a unique
combination of information, specifically recognizes the Customer
by a unique identifier or descriptor. Examples of
individual-specific include name, address, telephone number,
email address, employment status, credit card type and number,
and other financial information.
What We Won't Do With Customer Information. The Cendant Hotel
Group and the Franchisors will not:
1. Sell or rent Information to parties outside the Cendant
family of companies (not including businesses that entered into
long term contracts with the hotel chains to obtain Customer
Information while a part of the Cendant family and which later
leave the family), our franchisees and affiliates, or allow
Cendant affiliates to sell or rent the Information to parties
outside the Cendant family of companies, franchisees and
affiliates;
2. Use the Customer Information we collect and store to make
decisions about granting or extending consumer credit unless the
Customer submits a separate credit application and authorizes us
to use or disclose this information;
3. Act as a consumer reporting agency, or furnish information
about any Customer's credit worthiness, credit standing, credit
capacity, character, general reputation, personal
characteristics or mode of living to any consumer reporting
agency;
4. Maintain in our Enterprise Data Warehouse any Information
about any Customer on billing, collection or payment disputes
with any franchisee, creditor or Cendant affiliate;
What We Will Do With Customer Information: The Cendant Hotel
Group and each Franchisor will:
1. Use Customer Information to solicit additional hotel stays at
the same hotel and other locations of the Brand, participation
in the affinity programs of the Brand, and to offer goods and
services we believe may be of interest to Customers on behalf of
ourselves or under joint marketing arrangements with other
non-hotel Cendant businesses, affiliates, former affiliates,
franchisees or the Franchisor;
2. Include information about Customers gathered from other
sources we believe to be reliable to identify our Customers more
thoroughly and update Information we store and provide to third
parties when the information changes, such as changes of address
or new credit card expiration dates;
3. Provide the name, address, telephone number and transaction
Information, including payment method, about Customers to the
Franchisor's designated affinity credit card issuer(s) and
loyalty club providers for use in the preselection process for
the Franchisor’s affinity credit card and loyalty club;
4. Create and use aggregate Customer data that is not personally
identifiable to understand more about the common traits and
interests of our Customers;
5. Use Customer Information to enforce a contract with us or a
franchisee or any Terms of Use of our web sites, or provide
access or disclosures that we believe in good faith are required
to comply with applicable law (See Compliance with Law in this
Policy);
6. Provide information on corporate credit card usage to the
corporate card holder Customer directly or through third
parties;
7. Transfer Customer Information to the party that acquires the
business or assets to which the information relates.
Our Franchisees. Each Brand hotel is owned and operated by an
independent franchisee that is neither owned nor controlled by
Cendant, a Franchisor or any other Cendant subsidiary. Each
franchisee collects Customer Information and uses the
Information for its own purposes. Cendant does not control the
use of this Information or access to the Information by the
franchisee and its associates. The franchisee is the merchant
who collects and processes credit card information and receives
payment for the hotel services. The franchisee is subject to the
merchant rules of the credit card processors it selects, which
establish its card security rules and procedures. This policy
does not apply to a franchisee’s web site. Franchisees may
also use email campaigns and other methods of telephone,
electronic, and direct mail solicitation without our consent or
knowledge and are solely responsible for their content and
methods of identifying and contacting addressees.
Other Disclosures. We may be obligated to disclose Information
about you to a law enforcement agency or by a court order, or
under the discovery process in litigation, investigations, and
prosecutions. We may provide Information to assist a Franchisee
to enforce a contact you may have breached. We may ask certain
questions in the reservation booking process to comply with
certain laws if you reside outside the United States or meet
certain other criteria established by law or executive order.
Unless otherwise prohibited by law or our contractual
obligations, we may disclose personal information if required to
do so by law, court order, or as requested by a governmental or
law enforcement authority, or in good faith belief that
disclosure is otherwise necessary or advisable. Situations may
include: to perform, maintain or enforce contracts with our
Customers, to protect the rights or properties of our
Franchisees, affiliates and business partners, our Customers or
others, or when we have reason to believe that disclosing the
information is necessary to identify, contact or bring legal
action against someone who may be causing or who may be
threatening to cause interference with or damage to our rights
properties, or the hotels in our Brands, whether intentionally
or otherwise, or when anyone else could be harmed by such
activities.
Correction. We make repeated efforts to verify the accuracy of
Information and to correct and update our database from
Information available to us. In the event a Customer believes
that such Information held by Cendant is inaccurate or outdated,
Cendant, upon notification and sufficient time for verification,
will take all reasonable steps to correct any inaccuracy or
update outdated information of which we are made aware.
Downloading. Please feel free to download or copy this Policy.
You may obtain a copy free of charge by writing to us at
Customer Privacy Policy, Cendant Hotel Group, 1 Sylvan Way,
Parsippany, NJ 07054.
Policy Changes. We may change or terminate this Policy at any
time without prior notice. We will post any Policy changes to
our web site to notify you of these changes and provide you with
the ability to opt out of any new, unanticipated uses of
Information not previously disclosed in the Policy. The Policy
in effect at the time of each visit to a Brand web site applies
to that visit. Please check our Policy each time you visit our
web site if you are concerned about how your Information will be
used.
|
