Privacy Policy

Personal Information
At Serene Stay Hanoi, you might be asked, at various times, to provide personal information about such as:

  • Contact information (e.g. name, telephone numbers, e-mail addresses, postal addresses… etc.);
  • Other personal details: date of birth, nationality;
  • Children information: name, birth date and age;
  • Credit card details (only in transactional related system);
  • Your dates of arrival and departure/visit from our hotels;
  • Your preferences and interests, e.g. smoking or non-smoking room, preferred location of your room (low floor, high floor, etc.), type of bed;
  • Any questions/comments you may have during or after your stay in one of our hotels.

Generally, we do not knowingly collect sensitive information such as racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health or sex life details. We just use your personal information for the following purposes:

  1. To manage your reservation and booking
  2. Internal record keeping.
  3. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  4. To comply with local regulations (e.g. retention of business or accounting documents).
  5. To improve our services, including:
    • To conduct surveys and analyze guests’ questionnaires and comments and activity patterns.
    • To manage guests’ complaints.

Photo and Video
When you are staying at our condos or traveling with us on an experience tour, as part of your experience a photo or video may be taken either by the Serene Stay Hanoi’s condo managers, an employee of the company or one of our partners. We care about your privacy so if you do not wish for your photograph to be taken at any time, or to be included in any video, please let your condo manager or tour guide or the photographer know. Any photos taken by Serene Stay Hanoi staff (including employees and condo managers) will not be used for marketing purposes without your prior knowledge.

On some occasions, we may engage professional photographers to take and obtain photos to use in our marketing materials. We ensure that all of our customers are notified prior to travelling on our experience tours if a professional photographer is being engaged and you have the right to say no or opt-out of being included in any photos being taken for these purposes, including any subsequent content or images use.