Last updated Nov 2019
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.
By visiting our Site, we may also automatically collect certain usage information, 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 an 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 websites you have made your reservation. We may also collect certain information through cookies, tags, and similar technologies as detailed below.
If you need to get in touch with our customer support team or reach out to us through other means (such as through social media, or communicating with your accommodation through us), we will collect information from you there too.
Where you submit reviews regarding your accommodation or other ancillary services available on our website through us, we will collect information from you included in your reviews, including your first name and country of residence.
You can decide to participate in our referral programs or other promotions and doing this will also mean providing us with personal data. In addition to that, you can provide us with feedback or ask for help with using the Sites or our various communications platforms.
Accommodation and ancillary services partners may share information about you with us too – this may happen if you have 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 one 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 calls with our customer support team, live listening may be done, or calls may be recorded for quality and reference purposes which includes the usage of the recordings for the handling of claims, training and fraud detection purposes. If you would prefer that your call was not recorded, you can opt out by stating this, or by hanging up. Call recordings are kept for a limited amount of time and automatically deleted thereafter, unless Q Lifestyle has a legitimate interest to keep such recording for a longer period, including 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 “Opting Out of Marketing Communications from Us”.
Please note that the confirmation emails and text messages sent after your booking, as well as the guest review emails sent after your departure, are not marketing messages. These messages are part of your accommodation reservation process. Respectively, they contain information for you to check in at your booked accommodation, and tools to optionally rate that accommodation after your stay. You will continue to receive them, even if you have opted out of our marketing messages.
As mentioned above, if you are completing the booking for another person who will stay at the reserved accommodation, you also have the option to insert the guest’s email address for the purpose that the guest will receive the reservation confirmation and a separate invitation to complete a guest review.
Communications on the Site
We offer you and accommodation partners various means to communicate 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; investigations 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 or, accommodation partners, us, or others. Note, all communications sent or received 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 to provide 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 of 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 governing push notifications.
In connection with your visit to our Site and use of our services, we may share your information as follows:
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 provide, secure, and maintain the Site to you, such as 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:
Interest Based Advertising
We may also 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) and over time and across different websites you may visit. This information is used to provide advertising tailored to your interests from us (via email, on our Site, and on other websites) and by third parties on other websites you may visit, also known as interest based advertising, and to analyze the effectiveness of such interest based advertising. 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 with another computer or device that may be linked to you (cross-device tracking) in order to optimize our services and 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. the newsletter.
Please review your Internet browser settings, typically under the sections “Help” or “Internet Options,” to exercise choices you have for 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 this 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 or for our mobile app, by updating your device settings or downloading the AppChoices app.
Please also visit the following third parties’ websites to exercise certain opt-out choices over Cookies:
By exercising such choice regarding interest-based advertising, you may still receive advertisements, but the network from which you opted out will no longer deliver ads 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 on each browser and device you may use to exercise choice regarding certain Cookies. Lastly, at this time the Site is not configured to honor browsers’ “Do Not Track” signals.
You can opt out of 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 is 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 than your home country. We provide appropriate protections for cross-border transfers as required by law for international data transfers, 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 details about the suitable safeguards we have in place by contacting us as detailed below.
On occasion, affiliated entities, business partners, or other third-party providers may share information with us. In general, your ability to provide such information is through the service provider themselves and you can change those settings in your account settings of the relevant service provider. In general, we may work with our partners to improve and personalize your use of our website in accordance with this policy.
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 also have the ability 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 number cannot be edited (but the card details can be deleted). When viewing card details, only the last 4 digits of the number will be visible. Please note that we will store the last 4 digits of your credit card 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 in to 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.
To protect your privacy and security, we will verify your identity before responding to such request, and your request will be answered within a reasonable timeframe. We may not be able to allow you to access certain personal information in some cases e.g. if your personal information is connected with personal information of other persons, or for legal reasons. In such cases, we will provide you with an explanation why you cannot obtain this information. We may also 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) or legal custodian(s) who have booked an accommodation, unless prohibited by an accommodation property’s policies.
Q Lifestyle Limited
Level 5, Qi Tower, PJ8,
No. 23, Jalan Barat, Section 8,
46050 Petaling Jaya,