Cancellations Policy
1. Canceling orders must be done in accordance with the Consumer Protection Law of 5741 -1981 (hereinafter: the "Consumer Protection Law"),including the regulations thereof, and after the Ordering Party, as defined in Isrotel's Terms and Conditions, has placed an order through the Website's reservation system, and received the booking confirmation document.
2.An Ordering Party may cancel a transaction, subject to the provisions of the Consumer Protection Law, as in any of the following means:
• Orally, i.e - by phone: +972-(0)8-6387797, or directly at one of Isrotel's offices.
• By registered mail to Isrotel Reservations Center, located at Isrotel Royal Garden Hotel Eilat North Beach 88000
• By e-mail: CRO-CSRV12@isrotel.co.il
• By Fax: +972-8-6362030
• Online (through the Website's reservation system).
The cancellation notice should include at least the name and the identity number of the Ordering Party, and if the cancellation notice is delivered orally, Isrotel shall have the right to request an additional identification detail.
3. Canceling orders of a disabled person, a veteran citizen, or a new immigrant:
3.1. An Ordering Party, who is a disabled person in accordance to the Equal Rights for Persons with Disabilities Law, 1988, a veteran citizen (who is 65 years of age or above) or a new immigrant to Israel (one who has been granted an immigration certificate or a certificate of eligibility as a new immigrant from the Office of Immigration and Absorption, and five years have not passed since he has been granted the above), may cancel a reservation subject to compliance with the following conditions:
3.1.1. Cancelation of a reservation shall be done within four months from the date the booking was made, or from the date of receipt of the booking confirmation document, or alternatively in accordance with Clauses 3 above, whichever is later, provided that the reservation order included a conversation (as well as via electronic communication) between Isrotel or any of its formal representatives and the Ordering Party, and provided that there are more than 7 days, that are not rest days, prior to the check-in date.
3.1.2. Valid proof (by one of the means stated above) indicating the Ordering Party does in fact belong to one of the said sectors, shall be attached to the cancellation notice all in accordance to the Consumer Protection Law.
3.2. If a reservation is canceled in accordance to the cancellation terms mentioned in this section, the Ordering Party shall be charged with a cancellation fee in the sum of NIS 100 (one hundred) or 5% (five percent) of the value of the order, whichever is lower.
4. Cancellation Fee during the Regular Season (September until June, inclusive - with the exception of Holidays and Special Occasions):
4.1. Upon cancellation of a reservation, effected within 14 days from the date the booking was made or from the date of receipt of the booking confirmation document (whichever is later), and provided that the cancellation date is not within 7 days (that are not rest days), prior to the check-in date, the Ordering Party will be charged with a cancellation fee in the sum of NIS 100 (hundred) or 5% (Five percent) of the value of the order, whichever is lower.
4.2. Upon cancellation of a reservation stated under clause 4.1 above, effected 14 days after the date the booking was made, or after the date of receipt of the booking confirmation document (whichever is later), and provided that the cancellation date is not within 7 days (that are not rest days), prior to the check-in date, the Ordering Party will be charged with a cancellation fee in the sum of 100 (hundred) NIS.
4.3. Upon cancellation of a reservation stated under clause 4.1 above, effected within 7 days (that are not rest days), prior to the check-in date, the Ordering Party will be charged with a cancellation fee in the sum of 25% (twenty-five percent) of the value of the order (regardless of the time that has elapsed from the date the booking was made).
4.4. Upon non-arrival to the hotel, regarding a reservation stated under clause 4.1 above, without providing a due cancellation notice, the Ordering Party will be charged with a cancellation fee in the sum of 50% (fifty percent) of the value of the order.
5. Cancellation Fee during the Peak Season (July to August, inclusive - as well as Holidays and Special Occasions):
5.1. Upon cancellation of a reservation, effected within 14 days from the date the booking was made or from the date of receipt of the booking confirmation document (whichever is later), and provided that the cancellation date is not within 7 days (that are not rest days), prior to the check-in date, the Ordering Party will be charged with a cancellation fee in the sum of NIS 100 (hundred) or 5% (Five percent) of the value of the order, whichever is lower.
5.2. Upon cancellation of a reservation stated under clause 5.1 above, effected 14 days after the date the booking was made or after the date of receipt of the booking confirmation document (whichever is later), and provided the cancellation date is more than 21 days (inclusive) (that are not rest days), prior to the check-in date, the Ordering Party will be charged with a cancellation fee in the sum of 100 (hundred) NIS.
5.3. Upon cancellation of a reservation stated under clause 5.1 above, effected 14 days after the date the booking was made or after the date of receipt of the booking confirmation document (whichever is later), and the cancellation date is from 8 until 20 days (inclusive) (that are not rest days), prior to the check-in date, the Ordering Party will be charged with a cancellation fee in the sum of 25% (twenty five percent) of the value of the order.
5.4. Upon cancellation of a reservation stated under clause 5.1 above, effected within 7 days, that are not rest days, prior to the check-in date, the Ordering Party will be charged with a cancellation fee in the sum of 50% (fifty percent) of the value of the order (regardless of the time that has elapsed from the date the booking was made).
6. It is hereby clarified, that the Ordering Party will be debited by Isrotel (or anyone on its behalf) through the Ordering Party's credit card, which details were provided to Isrotel by the Ordering Party, and the Ordering Party hereby gives his\hers irrevocable consent to charge him\her as stated above, subject to the provisions of these Terms and Conditions.
7. For the avoidance of doubt, the term "Special Occasions", as defined in these Terms and Conditions, shall refer to cultural\ entertainment\ sports events and etc., advertised from time to time on behalf of Isrotel, or in collaboration with the Isrotel.
8. Cancellation of a reservation without cancellation fee:
It is hereby clarified, that a reservation can be canceled, free of cancellation charge, due to a discrepancy between the booked reservation and the booking details provided to the Ordering Party following the booking procedure, and / or due to failure to provide accommodation services regarding the reservation date, and / or due to a defect and / or breach of agreement, all as set out in clause 14E (a) of the Consumer Protection Law.
It is also clarified that in addition to the abovementioned cases in this Clause, in which a reservation can be canceled without payment of a cancellation fee in accordance to the law, Isrotel may also, in its sole discretion, exempt the Ordering Party from paying a cancellation fee for the cancellation of the reservation.
Isrotel Hotel’s Privacy & Cookie Policy:
This Privacy Statement is issued by the Isrotel Hotel Chain of Companies (collectively referred to as "Isrotel Hotels”, "we”, "us” or "our” in this Privacy Statement), which includes the direct and indirect subsidiaries of [i]Isrotel Hotel Chain and covers information collected and used by us in the course of our business. When we mention "Isrotel Hotels", "we", "us", or "our" we are referring to the relevant company in this highlighted Partnership that processes your personal information.
Your information may also be collected and used by Isrotel Hotel-branded hotels. In most cases, these hotels are independently owned and their use of your information is only covered in this Privacy Statement where specifically noted.
Isrotel Hotels takes privacy as a tremendously important issue and recognizes the extent of what this idea means. We as an entity strive to deliver outstanding products, services, and experiences to you while processing your personal information.
This Privacy & Cookie Policy demonstrates to our customers and patrons how we reportedly collect, process and protect your personal data. This includes when you make a booking, request information from us, contact us, use our website, and connect with us via social media, through our contact center or hotels, or any other involvement we have with you, regardless of where you are located. It also tells you about your privacy rights and how the newest European law (General Data Protection Regulation) securely protects you.
1: IMPORTANT INFORMATION AND WHO WE ARE
PURPOSE OF THIS PRIVACY POLICY & COOKIE POLICY
The goal of this privacy policy is to provide you with detailed information on how Isrotel Hotels collects and processes your personal and sensitive data in our interaction with you, including in providing accommodation and other services to you, including any data you may provide through our website, including by cookies.
By using any of our products or services and/or by agreeing to this Statement, e.g. in the context of registering for any of our products, rooms, or any other services, you understand and acknowledge that we will collect and use personal information as described in this following Statement.
DATA CONTROLLER
Isrotel Hotels is the main controller in regard to the information we receive. This entity operates as the “data controller” responsible for any hotel, resort, or facility in this Partnership:
We have the role of (either alone or jointly or in common with other groups) determining the purposes for which and the manner in which any personal data are to be processed. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact us using the details set out below.
DATA PROCESSOR
There is a Data Processing Agreement that is properly disclosed. This agreement revolves around processing of personal data and regulates the Data Processor (whoever that party may be) who carries out the role of processing personal data on behalf of Isrotel Hotels (the ”Data Controller”) and is most importantly GDPR compliant as well.
CONTACT INFORMATION
Email address:
Postal address/Telephone number:
You have the right to make a serious complaint at any time to the relevant data protection authority. We would, however, appreciate the chance to deal with your concerns before you approach the Authority so please contact us in the first instance.
CHANGES TO PRIVACY POLICY
Last updated: July 2018.
Isrotel Hotels does in fact reserve the right to update the Privacy policy from time to time. Any changes to our Statement will become effective upon posting of the revised Statement on the site. Use of the site, any of our products and services, and/or providing consent to the updated Statement following such changes constitutes your acceptance and consent of the revised Statement then in effect.
THIRD-PARTY LINKS
Our website may also include links to third-party websites, plug-ins, and applications. By clicking on those links, you may enable third parties to collect or share data about you. It is your responsibility to understand that Isrotel Hotels does not control these third-party websites nor their data processing. When you leave our website, we encourage you to read the privacy notice of every third-party website you visit as well to understand how they process data.
2: THE DATA WE COLLECT ABOUT YOU
Personal data, or personal information, is any information about an individual from which that individual can be identified. Personal data does not include anonymous data, data where the identity has been removed.
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:
We will not collect all the data referred to above in each case, but only such data required for the specific legitimate interest.
We will only collect Special Categories of Personal Data about you to the extent that it is voluntarily submitted by you or on your behalf and is needed to satisfy your requirements during your stay with us or other use of our facilities or services. H owever, we may also need to process such information in the event of an accident or a medical or other emergency during your stay or your other use of our facilities.
We obtain limited information about children who are booked in to stay at our hotels (number, age, and where legally required other data such as name, date of birth, place of birth).
IF YOU FAIL TO PROVIDE PERSONAL DATA
If you fail to provide personal data when requested, we may not be able to follow through with the contract we have or are trying to construct with you. In this case, we may not be able to proceed with the booking or other service you have with us, however we will notify you if this is the case at the time.
3: HOW IS YOUR PERSONAL DATA COLLECTED?
We use different methods to collect data from and about you including through:
These steps are to ensure that we carry out your instructions properly, for training purposes and to improve our services, and to guarantee security and prevent fraud. For the greater security of our guests and patrons, and to prevent and detect crime, we use CCTV (a TV system in which signals are not publicly distributed but are monitored, primarily for surveillance and security purposes) in and around our premises.
4: HOW WE USE YOUR PERSONAL DATA
We will only use your personal data when the law permits us to. Most commonly, we will use your personal data in the following circumstances (each a "Legal Ground "):
PURPOSES FOR WHICH WE WILL USE YOUR PERSONAL DATA
We collect and process your personal data for the purpose of:
Legal grounds: Legitimate interest (to develop our business and do marketing), Performance of Contract (where website is used to book or deliver service.
Legal grounds: Performance of Contract, Consent (for meeting your specific health, disability, dietary and religious requirements), Legitimate interest (to improve our services)
Legal grounds: Legitimate interest (to monitor and improve our services, to prevent crime and fraud, to keep our documents up to date)
Legal grounds: Consent (for use of cookies and analytics); Legitimate interest (to develop our business and do marketing)
Legal grounds: Vital Interest
Legal grounds: Comply with obligation
We do not undertake automated decision by processing your personal data.
MARKETING/PROMOTIONAL OFFERS
We may use your contact information (mail address, fax number, email address or phone number) according to our legitimate interests, to inform you in accordance with any preferences you have expressed, about our products, services, offers via email, online advertising, social media, WhatsApp, telephone, text message (including SMS and MMS), push notifications, in-app alerts, postal mail, our customer service call center, and other means. (Isrotel Hotels will not share your e-mail address with third parties for promotional purposes, except by permission.)
You can revoke your consent and unsubscribe from our marketing communication at any time by following the opt-out links on any marketing message sent to you or by Contacting us at any time.
COOKIES
You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see below our Cookie Policy
CHANGE OF PURPOSE
We will only use your personal data for the purposes for which we collected it, unless we consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please Contact us.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
5: DISCLOSURES OF YOUR PERSONAL DATA
We may have to share your personal data with the categories of parties set out below for the purposes set out above.
Where these third parties are our processors, we require them to respect the security of your personal data and to treat it in accordance with the law.
We do not allow our carefully selected third-party processors to use your personal data for their own purposes and only permit them to process your personal data for specific purposes and in accordance with our instructions. Some of the third parties mentioned above, for example many professional advisers and authorities, are controllers who, like us, are subject to specific obligations under data protection law, and who will have their own privacy notices setting out how they deal with personal data.
6: PROTECTING PERSONAL INFORMATION
Isrotel Hotels will take reasonable measures to: (i) protect personal information from unauthorized access, disclosure, alteration or destruction, and (ii) keep personal information accurate and up-to-date as appropriate. Isrotel Hotels maintains a PCI compliance program and an IT compliance program. This compliance program generates audit reports concerning the adequacy and effectiveness of Isrotel Hotel’s IT internal controls, including a PCI Attestation of Compliance report addressing the IT general controls over systems that support certain accounting and financial reporting. In the event of a security incident, Isrotel Hotels will notify regulators and/or consumers as required by applicable laws or regulations.
We also seek to require our affiliates and service providers with whom we share personal information to exercise reasonable efforts to maintain the confidentiality of personal information about you. For online transactions, we use reasonable technological measures to protect the personal information that you transmit to us via our site. Unfortunately, however, no security system or system of transmitting data over the Internet can be guaranteed to be entirely secure.
For your own privacy protection, please do not send payment card numbers or any other confidential personal information to us via email.
We will not contact you by mobile/text messaging or email to ask for your confidential personal information or payment card details. We will only ask for payment card details by telephone when you are booking a reservation or promotional package. We will not contact you to ask for your Isrotel Hotels account log-in information. If you receive this type of request, you should not respond to it. We also ask that you please notify us at CRO-CSRV12@isrotel.co.il
We hae put in place procedures to deal with suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
7: INTERNATIONAL TRANSFERS
Though we do not seek actively to transfer personal data outside the EEA (The European Economic Area is the area in which the Agreement on the EEA provides for the free movement of persons, goods, services and capital within the European Single Market) or countries with an adequate data protection, some of the external third parties we deal with are based outside the EEA or process personal data outside the EEA, so their processing of your personal data will involve a transfer of data outside the EEA.
Whenever we transfer your personal data out of the EEA, we look to ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
Please Contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the EEA.
8: DATA RETENTION
HOW LONG WILL YOU USE MY PERSONAL DATA FOR?
We will only hold on to your personal identifiable information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any accounting, legal, or reporting requirements.
In some situations you can request to delete your data.
In some circumstances we may anonymize your personal information, therefore it can no longer be associated with you, for statistical or research purposes in which case we may use this information indefinitely without further notice to you.
9: YOUR LEGAL RIGHTS
Under certain circumstances, you have some or all rights under certain data protection laws in relation to your personal data specifically if you are resident of EEA.
If you wish to exercise any of the rights set out above, please Contact us.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to enable us to deal with your request or to speed up our response.
For any processing that is based on your consent (mainly applying to online advertising to you), you have the right to withdraw such consent at any time by Contacting us.
It is important that the personal data we hold about you is accurate, please keep us updated if your personal data changes during your relationship with us.
We will respond to all such requests within 30 days of our receipt of the request, unless there are extenuating circumstances. We will inform you if we expect our response to take longer than 30 days. Please note, however, that certain personal information may be exempt from such rights pursuant to applicable data protection laws. In addition, we will not respond to any request unless we are able to appropriately verify the requester’s identity.
YOUR LEGAL RIGHTS
You have the right to:
10: Use of WI-FI services
When you use the Isrotel Hotels Connect WI-FI service, we may collect and process certain additional information.
What information we collect
11: WEBSITE COOKIES AND TRACKING PRIVACY POLICY
The Isrotel Hotels operates this website (https://www.isrotel.com/) (the "Website"). Isrotel Hotels respects the right to privacy of every individual who access and navigate our website. Isrotel Hotels takes the protection of users and follows the legally valid regulations regarding data protection. This Website Cookies and Tracking Privacy Policy outlines how we use any personal information we collect about you and your rights to access and correct the personal information we hold about you.
CONSENT
By using this Website, you consent to the use of cookies in accordance with this Cookies Policy. You will have seen a pop up to this effect on your first visit to this website; although it will not usually appear on subsequent visits you may withdraw your consent at any time by following the instructions below.
MANAGING COOKIES AND OTHER TECHNOLOGIES
If you do not agree to the use of these cookies, you have the right to disable them by following the instructions for your browser. Alternatively, you may wish to visit for example www.allaboutcookies.org, which contains comprehensive information on how to manage cookies on a wide variety of desktop browsers.
Please be aware that some of the services will not function so well if cookies are disabled.
Some browsers make it possible for you to signal that you do not want your internet browsing activity to be tracked. Disabling tracking may interfere with some uses of the Website and the services provided on the Website.
You can also find a good summary of how to manage Flash Cookies at http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager07.html.
You can also control tracking Cookies by installing browser extensions like Ghostery: https://www.ghostery.com/products/
If you want to clean out all of the Cookies left behind by the websites you have visited, here are links where you can download programs that clean out tracking Cookies:
http://www.lavasoft.com/products/ad_aware_personal_security.php
http://www.spybot.info/en/download/index.html
You can learn more about interest-based advertising and opt out of our vendors' and other advertisers' use of Cookies to tailor content or advertising to you by visiting http://www.networkadvertising.org/managing/opt_out.asp and http://www.aboutads.info/choices.
You may opt out of tracking by Google Analytics by visiting https://tools.google.com/dlpage/gaoptout?hl=en-GB
WHAT IS A COOKIE?
Cookies are small text files that are stored on your computer or mobile device ("device") when you visit a website. Cookies alone cannot be used to disclose your individual identity to us, though in some cases we may tie Hilton or third-party Cookies to personal information you have provided to us or that we have otherwise obtained about you. Cookies may be used on the Site in order to improve your experience. For example, we will use Cookies to:
Below we explain the different types of Cookies that may be used on the Site.
As noted below, some Analytics Cookies and Other Technologies are used in part to facilitate advertising.
Use of IP addresses and web logs
We may use your IP address and browser type to help diagnose problems with our server, to administer our Website, and gather broad demographic information. This is to better improve the service we offer to you.
An IP address is a numeric code that identifies your computer on the internet.
We may perform IP lookups to determine which domain you are coming from (e.g. google.com) to more accurately gauge our users’ demographics.
COOKIES POLICY DOES NOT COVER THIRD PARTY WEBSITES
Please note that this cookies policy does not apply to, and we are not responsible for, the privacy practices of third party websites which may be linked to this Website.