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Privacy 5
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Privacy 8


Dear User,
Grand Hotel Royal respects and safeguards your privacy.
Pursuant to Article 13 of the Privacy Code (Italian Legislative Decree no. 196 of 30 June 2003), below we set out our statement concerning handling of the personal data of users who interact with this website (hereinafter “Site”) of Hotel (hereinafter “Users”).

This statement relates solely to any treatment of users’ personal data handled by Hotel during and on occasion of browsing on the Site or make an online booking.

1. Data controller

The Data Controller responsible for the handling of Site Users’ personal data is the company Grand Hotel Royal with registered offices in Milan (Italy) at the address Via Ramazzini 3 .

2. Purpose of data handling and processing
Users data are collected and used to permit browsing on the Site, improve the browsing experience and also to respond to any requests or communications from Users.

3. Types of data handled and processedBrowsing data: during the course of their normal operation, the information technology systems and software procedures used to operate this Site capture some personal data whose transmission is implicit in the use of Internet communication protocols. These are items of information that are not collected to be associated with identified interested parties but that, by virtue of their intrinsic nature, could make it possible, via processing and association with data held by third parties, to identify the Users. This category of data includes IP addresses or the domain names of the computers used by Users who connect to the Site, the addresses in URI (Uniform Resource Identifier) format of the resources requested, the time when the request is made, the method used to submit the request to the server, the size of the file obtained in response, the numerical code indicating the status of the server (e.g. OK, error, etc.) and other parameters concerning the User’s operating system and computer environment. These data are used solely for the purpose of obtaining anonymous statistical information on Site utilization, to check that the Site is working properly, and to improve the User browsing experience. They are deleted immediately after processing. The data may be used to ascertain liability in the event of hypothetical cybercrimes to the detriment of the Site.Data voluntarily provided by Users: the optional, explicit and voluntary dispatch of data in web forms or of electronic mail to the addresses indicated on this Site involves subsequent acquisition of the sender’s address – necessary to respond to requests or to finalize bookings – as well as of any other personal data included in the message.

4. Optional nature of provision of data
Apart from what has been specified for browsing data, the User is to provide his/her personal data to ask for the dispatch of informative material or other communications. Failure to provide them may make it impossible to obtain what has been requested.

5. How data are handled and processed
Handling and processing is done by means of automated tools (e.g. using electronic procedures and supports) and/or manually (e.g. physical supports) for the time strictly necessary to achieve the purposes for which the data have been collected and, in any case, in compliance with current relevant regulatory requirements. Specific security measures are observed to prevent loss of data, unlawful use or abuse and unauthorized access.

6. Communication of data to third parties
Saving any handling and processing performed by third parties appointed by Best Western to manage the Site, duly appointed as external processors, no information collected during Users’ browsing of the Site is communicated to third parties or disclosed.

7. Rights of those concerned (Article 7 of Italian Legislative Decree 196/2003)
You have the right at all times to obtain confirmation of the existence of otherwise of your data and know their contents and origin, check their accuracy or ask for them to be supplemented, amended or rectified. Pursuant to the same article, you have the right to ask for the deletion, conversion into anonymous form or blocking of data handled and processed in breach of the law, as well as to oppose, for legitimate reasons, their handling and processing. Requests should be sent to the Customer Service Dept. of Best Western at the fax no. +39 0584/45151, via e-mail to the address or by recorded-delivery letter to the following address: Saita spa Via Ramazzini 3 20129 Milano – Italy.

8. Links to other websites
This privacy statement refers exclusively to the Site. The Site contains links to third-party websites, over which Grand Hotel Royal has no form of control. GHR will therefore not in any way be responsible for any handling and processing of personal data performed by such third parties.

Saita spa Grand Hotel Royal

Ufficio Customer Service

Telefono: +39 0584/45151

Fax: +39 0584/31438


Posta ordinaria: via Ramazzini 3 – 20129 Milano

General booking terms and conditions

These Booking Conditions, together with the privacy policies, form the basis of your contract with the hotel .

Please read the contents of this document carefully as our respective rights and obligations are set out herein.

In these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone added or substituted at a later date). “We”, “us” and “our” means GHR. “Supplier” means any third party that can supply transport, hotel or any other service directly contracted with you.

1. Your Booking

By making a booking, the person that completes the process is identified as the party leader and confirms that he/she is authorised by the other party members to be bound by these Booking Conditions. The party leader is responsible for making all payments due to us. Subject to availability, we will confirm your arrangements by issuing a confirmation by email or post. Please check the booking confirmation carefully and contact us if this document or any other appears to be incorrect or incomplete, as it may not be possible to make changes later. Upon confirming your booking, you will be asked for a credit card guarantee. If you do not have a valid credit card, we reserve the right to cancel your booking. When you check in at the hotel, you will be asked for a credit card as payment guarantee. The credit card may be different from that used at the time of booking. Please note that to complete the booking you must be of age, children and teens staying must be accompanied by an adult.

2. Your Contract

The contract comes into existence when we send your booking confirmation. The above contract is governed by Italian laws and the parties agree that any dispute or claim will fall under the jurisdiction of Italian law.

3. The cost of your arrangements

We reserve the right to increase or decrease our rates at any time. The price of your arrangements will nevertheless be confirmed at the time of booking. As from the time that your booking is confirmed (subject to errors and omissions), the price of your arrangements will not be increased or changed. The confirmed rate will not include any local tourist taxes introduced by the Italian Finance Act 2007. The hotel booked reserves the right to add the amount of any such taxes to the confirmed rate. We reserve the right to correct errors in both advertised and confirmed prices. We will update the prices as soon as we become aware of the error. Please note, errors and changes may occasionally occur.

We advise you to check the price of your chosen arrangements at the time of booking Italian money-laundering legislation (art. 49, Legislative Decree no. 231 of 21.11.2007 and art. 12 comma 1, Legislative Decree no. 201 of 06.12.2011) prohibits the use of cash in trasactions when the sum involved totals € 1,000 or more. It also prohibits splitting of these sums into several payments lower than the limit set. Therefore, if the bill for hotel services come to € 1.000 or more, Customer will be required to settle with one of the credit cards accepted by the hotel.

4. Changes by you

In case you want to make changes to your booking, you have to necessarily go to the “My Reservations” section of this website. Whilst we will try to assist you, we cannot guarantee that amendment requests can always be met. If it is possible to make the requested change to your booking, that operation will be treated as a cancellation and a subsequent re-booking and all resulting cancellation charges will be applicable (cf. point 6 of this document).

5. Cancellations by you

Should you or any member of your party need to cancel your break once the booking has been confirmed, the party leader must advise us immediately. Your notice of cancellation will only be effective when it is made to our Reservations Centre or via the websites and (if possible depending on the type of booking). In this case, you will be given a cancellation number relating to the date and time of your call. We recommend that you keep this cancellation number for reference. If you cancel after the free cancellation period indicated in the booking document and in the confirmations that you have received, you will incur a cancellation charge equal to the cost of the first night’s stay. If you fail to cancel by the date indicated in the booking document and fail to turn up at the hotel, you will incur a charge equal to the cost of the first night’s stay. There are particularly advantageous rates which have more restrictive cancellation policies or higher charges, up to 100% of the value of the break. You will be informed of those charges at the time of booking.

6. Changes and cancellations by us

We plan offers and rates various months in advance. Occasionally we need to make changes or correct errors on the website and other details, both before and after bookings have been confirmed. We try, as far as possible, to avoid changes and cancellations but we reserve the right to make such. The majority of changes are minor but we occasionally need to make more significant changes. In this case, we will do our best to inform you as soon as possible. If there is the possibility and sufficient time to make arrangements before the start date of your break, we will offer you the following alternatives:
(a) (for significant changes) accept the modified conditions
(b) an alternative break proposed by us, with similar or higher standards and conditions with respect to the break originally booked, or
(c) cancel or accept the cancellation, in which case any payment already made to us will be returned to you. Please note that the alternatives proposed above do not apply if the changes are only minor.

7. Force Majeure

Except where otherwise expressly stated in these Booking Conditions, we cannot accept any liability for any additional cost or expense that you incur (as described in detail in point 9) or if the use of our services, in whole or in part, is limited as a result of “force majeure”. In these Booking Conditions, “force majeure” means any event that we or our service providers cannot, even with all due care, foresee or avoid. Such events include events of war and the like, riots, civil wars, terrorist attacks, natural or nuclear disasters, fire, adverse weather conditions, strikes or any other event outside our control.

8. Our liability to you

We wish to reassure you of the fact that all of the services described in your booking are arranged with the greatest degree of care. We will be liable for any failings occurring during your break, where the cause can be attributed to a fault on our part or that of our employees (if they were acting within the limits of their powers and duties as employees) or failings on the part of our booking and sales agents (where applicable). However, you will be responsible for proving that there has been a fault on our part, if you wish to make a complaint. We accept no liability for any illness, wound or injury, death, loss of any personal effects, damage or additional cost in any of the following cases:

(a) failings attributable to one or more members of the party or
(b) failings attributable to a third party not connected directly with the service provided or the break and which could not have been foreseen or avoided, or (c) owing to an event or circumstance that we or the service provider in question could not have foreseen or avoided, even with all due care.
(d) failings attributable to any third party who is not directly involved in the services provided on our behalf.

In addition to this, we accept no liability if you are not able to take you break as a result of your failure to notify us of any important information at the time of booking or information which is not recorded in the booking contract. In particular, we accept no liability for any service that is not expressly included in the contract. For example, we accept no liability for any additional service provided directly by the hotel or by an external supplier that is not identified in the conditions of the offer and which was not agreed at the time of booking.

9. Problems and complaints

In the event that you have any reason to complain or to report any problem that you have encountered, you must immediately inform the service provider in question. Any verbal notification must be put in writing and sent as soon as possible to our provider. Until we become aware of a problem, we cannot try to resolve it. Many problems can be easily resolved. However, if you remain dissatisfied, you can write or call us to $phone, giving your booking reference and full details of your complaint.

10. Alternative online dispute resolution (ODR)

The European Commission, with Regulation 524/2013/EU, has set up an online platform that provides an alternative means of dispute resolution for disputes that may arise between “consumers” and “traders”.
This tool can be used by consumers to solve, through extra-judicial, independent and impartial means, any dispute relating to online sales contracts for goods and services.
If you are a consumer resident in the European Union, you can use this platform by clicking the following link Here you will find all the information required to initiate, if necessary, an alternative dispute resolution.

11. Behaviour

When you book with us, you accept responsibility for any damage or loss caused by you or by any member of your party. Full and immediate payment for any damage or loss caused must be paid direct to the hotel manager or service provider. If you fail to do so, you will be responsible for meeting any claim brought against you and you will be required to make full payment of our legal expenses and those of any third parties involved.

12. General conditions for service providers

Some of the services that are included in your break are offered by suppliers independent from the hotel.. The latter will provide such services according to their own general terms and conditions of sale. A copy of the parts relating to such terms and conditions, where available, can be supplied at the request of Best Western Italia or the supplier itself.

13.Special requests and medical problems

If you have any specific request, we ask that you advise us at the time of booking. Although we will endeavour to meet all reasonable requests, we cannot guarantee that any request will be met unless we have given written confirmation that it will. You will receive written confirmation of your request (where possible) if the request is very important to you. Confirmation that the request has been noted or passed on to the supplier or the inclusion of special requests on the invoice or any other documentation is not confirmation that the request will be met.
Unless otherwise specifically indicated, all specific requests are subject to availability. We regret that we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
If you or any person known to you has medical problems or disabilities which may affect your break, please tell us before you confirm your booking. If we reasonably believe that we cannot accommodate the particular needs that you have indicated, we reserve the right to decline your reservation or, if full details are not given at the time of booking, they will not be taken into consideration at a later date.

14. Travel documents

You are responsible for all travel documents and vouchers. If you cannot travel or complete your break, by reason of not having proper travel documents, you will not be entitled to any refund and we will not be liable for any additional costs that you may incur as a result.

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