Last updated Aug 2020
We collect information about you that you provide to us when using the Site, such as your name, address, phone number, credit card details, e-mail address, accommodation name, accommodation location and/or length of stay, and your Q Lifestyle account password.
When you visit our Site, we may also automatically collect certain other information about you, such as your IP address, geographic data, country, search preferences related to specific searches, browser, and information about your device's operating system, application version, language settings, and pages that have been shown to you. If you are using a mobile device to access our mobile app or mobile-optimized Site, we might also collect information that identifies your mobile device, such as the device ID, location of the device (with your consent), and device-specific settings and characteristics.
If you participate in a Q Lifestyle survey, there may be limited additional information that we may collect from the accommodation about your stay; for example, a list of charges (anonymized) as part of the survey. When you make a reservation, our system registers through which means and from which website you have made your reservation. We may also collect certain information through cookies, tags, and similar technologies as detailed below.
If you get in touch with our customer support team or reach out to us through other means (such as through social media) or if you communicate with your accommodation through us, we will collect information from you in these instances too.
Where you submit reviews regarding your accommodation or other ancillary services available on our website through us, we will collect information from you as included in your reviews, including your first name and country of residence.
You can decide to participate in our referral programs or other promotional programs, and doing this will also mean providing us with your personal data. In addition, you can provide us with feedback or ask for help in relation to the collection of your personal data on using the Site or our various other communications platforms.
Our accommodation and ancillary services partners may share information about you with us too – this may happen if you ask questions about your pending booking or if disputes arise regarding your booking.
Where required by law, we rely on the following legal bases to process personal information:
We may use information collected through the Site to:
When you make a reservation on any of our business partners’ websites or apps, we may also receive certain information such as your name and reservation information, including the accommodation reserved, in order to process your reservation and identify which channel your reservation has originated from.
During your calls with our customer support team, live listening may be done, or your calls may be recorded for quality and reference purposes which include usage of the recordings for purposes of handling claims, training and fraud detection. If you would prefer for your call not to be recorded, you can opt out by stating so, or by hanging up. Call recordings are kept for only a specified amount of time and are automatically deleted thereafter, unless Q Lifestyle has a legitimate reason to keep such recording for a longer period, such as for fraud investigation and legal purposes.
If you have not finalized a reservation online, we may send you a reminder to continue with your reservation. We believe that this additional service is useful to you because it allows you to carry on with a reservation without having to search for the accommodation again or fill in all the reservation details from scratch. You may opt out of receiving these reminders, as detailed below under the section "Opting Out of Marketing Communications from Us".
Please note that the confirmation emails and text messages sent to you after you have completed your booking, as well as the guest review emails sent after your departure, are not marketing messages. These messages form part of your accommodation reservation process. Respectively, they contain information to help you check in at your booked accommodation, and tools to rate the accommodation after your stay, if you wish to do so. You will therefore still receive them even if you have opted out of receiving our marketing messages.
As mentioned above, if you are completing the booking for another person who will stay at the accommodation you reserved, you also have the option to insert the guest’s email address in order to enable him or her to receive the reservation confirmation and a separate invitation to complete a guest review.
Communications on the Site
We offer you and our accommodation partners various means to communicate with us about accommodations and existing reservations, directing the communications through the Site. You can contact us with questions about your reservation or about your accommodation via the Site, and via other channels that we may make available.
We may access communications and may use automated systems to review, scan, and analyze communications for security purposes, fraud prevention, compliance with legal and regulatory requirements, investigation of potential misconduct, product development and improvement, research, customer engagement (including to provide you with information and offers that we believe may be of interest to you), and customer or technical support. We reserve the right to block the delivery of or review communications that we, in our sole discretion, believe may contain malicious content, spam, or may pose a risk to you, our accommodation partners, us, or others. Note that all communications sent to us using the Site’s communication tools will be received and stored by us. Business partners through whose platform you made the reservation and accommodation partners may choose to communicate with you directly via email or other channels that we do not control.
With your consent, we may send you push notifications with information about your reservation and potential future stays. You may grant us access to your location information or contact details in order for us to provide the services requested by you. When you upload a picture from your mobile device, your picture may also be tagged with your location information. Please read the instructions displayed on your mobile device to understand how to change the settings and enable the sharing of such information or the receipt of (or opt out of receiving) push notifications (including Software Development Kit ("SDK") and push token data). Different device operating systems may have different default settings, so please familiarize yourself with such settings which govern push notifications.
Our Site uses and allows third parties to place cookies (session and persistent), pixels/tags, SDKs, application program interfaces ("APIs"), and other technologies (collectively, "Cookies") on our Site that collect and store certain information about you. Some of these Cookies are necessary to keep you logged in while your visit our Site, while other Cookies are used to provide you with a better user experience, such as:
We may allow certain third parties to place Cookies on our Site in order to collect information about your online activities on our Site (e.g., pages visited on the Site and searches you performed) over time and across different websites you may visit. This information is used to enable us and third parties on other websites you may visit to provide advertising tailored to your interests (via email, on our Site, and on other websites), also known as interest-based advertising, and to analyze its effectiveness. We may also share one-way hashed information with third-party partners (e.g., Facebook) who may combine hashed information with other identifiers in order to serve custom advertisements on other websites or mobile apps based on your prior visits to the Site. Q Lifestyle neither supports nor endorses the goals, causes, or statements of any websites or mobile apps that display our advertisements.
We may also combine information collected through Cookies and certain usage information from a particular browser or mobile device that may be linked to you (cross-device tracking) in order to optimize our services and to provide tailored Q Lifestyle communications and advertisements to you. If you do not want Q Lifestyle to combine such information for its optimization of communications to you, please unsubscribe from the Q Lifestyle communications i.e. our newsletter.
Please review your Internet browser settings, typically under the sections "Help" or "Internet Options," to exercise choices you have in terms of enabling certain Cookies. If you disable or delete certain Cookies in your Internet browser settings, you might not be able to access or use important functions or features of the Site, and you may be required to re-enter your log-in details.
To learn more about certain Cookies used for interest-based advertising (including through cross-device tracking) and to exercise certain opt-out choices you may have regarding Cookies, please visit the Digital Advertising Alliance, Network Advertising Initiative, Digital Advertising Alliance-Canada, European Interactive Digital Advertising Alliance and for our mobile app, please update your device settings or download the AppChoices app.
Please also visit the following third parties' websites to exercise certain opt-out choices over Cookies:
By exercising such choices regarding interest-based advertising, you may still receive advertisements, but the network from which you opted out will no longer deliver advertisements tailored to your interests. You should also know that logging out of your user account will not actually mean that you opt out of personalized advertisements.
You may need to make such choices regarding certain Cookies on each browser and device that you may use. Lastly, at this time, the Site is not configured to honor browsers' "Do Not Track" signals.
You can opt out from receiving marketing communications from us at any time by using the "Unsubscribe" link in each newsletter or communication, or through your Q Lifestyle account (if you've created one) - the email subscriptions settings can be found under "Profile".
In connection with the purposes described above, your information may be stored in locations outside of your home country, which may have different standards of data protection from your home country. We provide appropriate protection for cross-border data transfers as required by law, including information transferred to third parties. With respect to such transfers from the European Economic Area ("EEA") to the United States and other non-EEA jurisdictions, we may rely on the EU Model Clauses and/or the need to process your information in order to provide the requested services (performance of a contract) to transfer your information. As permitted by applicable law, you may request for details about the suitable safeguards which we have in place by contacting us using the details as provided below.
We maintain reasonable physical, electronic, and organizational security measures to protect your information against accidental or unlawful destruction or accidental loss, alteration, or unauthorized disclosure or access. We use Secure Socket Layer technology to encrypt credit card information during transit. Through your personal account, you are also able to save credit card details for faster future bookings and payments. Your card details are encrypted, and you can always log in to your personal account to delete, edit, or add certain credit card details. For security reasons, the credit card number cannot be edited (but the card details can be deleted). When viewing the credit card details, only the last 4 digits of the credit card number will be visible. Please note that we will store the last 4 digits of your credit card number securely upon any booking made (this is required to manage any refund requests for that booking).
You can easily correct your account name, the booking holder name (subject to the cancellation policy attached to the booking) and contact number at any time by signing into your account on the website. Alternatively, please contact us via our Customer Service to exercise any of the following rights:
Data Portability: If applicable, you may request us to send you your personal information which we store, in a commonly used and machine-readable format which shall be decided at our sole discretion.
For security purposes and to protect your privacy, we will verify your identity before responding to such request, and your request will be attended to within a reasonable timeframe. We may deny your request for deletion or rectification of your personal information due to statutory provisions, especially those affecting our accounting processes, processing of claims, for fraud detection or prevention purposes, and mandatory data retention which may prohibit deletion or anonymization.
A Special Note About Minors
Our Site is not directed to minors under the age of 18. However, minors can normally accompany their parent(s), guardians or legal custodian(s) who have booked an accommodation, unless prohibited by the policies of the accommodation property.
Q Lifestyle Limited
Level 5, Qi Tower, PJ8,
No. 23, Jalan Barat, Section 8,
46050 Petaling Jaya,