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citizenM privacy statement

At citizenM, we take your privacy seriously. This Privacy Statement explains how we collect, process and protect  your personal data when you stay with citizenM, visit our websites, App, social media or purchase our services and products.

When and why do we use your personal data?

Legal base: explanatory note

This icon means that we need your personal data to enter into a contract with you or to take steps at your request prior to entering into a contract.

This icon means that we need your personal data to comply with a legal obligation to which we are subject.

This icon means that we need your personal data for the purposes of a legitimate interest pursued by us or by a third party. 

This icon means that we process your personal data based on your consent.

*Please note that if we need specific personal data in order to comply with a legal obligation or enter into/perform an agreement with you, your refusal to provide such data may result in the inability for you to make a reservation or use the relevant service.

  • Reservation

    When you make a reservation, you provide us with reservation data such as your name, (email) address, phone number, reservation details and payment information as applicable. We use this data to process the reservation and your stay, for billing purposes, and to communicate with you about your reservation. If you use a social media account to make your reservation, we can retrieve part of the reservation data from your social media account. If you book via a booking agent, the agent will provide us with such data.
  • Account

    To simplify future bookings and take advantage of commercial benefits such as discounts or members-only perks, you can choose to create an account to save the data you provide us during your booking. We will use the personal data that you provide to autofill your account details.
  • Administration and retention

    Reservation data is stored in our systems for administrative purposes and to comply with data retention obligations.
  • At check-in

    In some countries, we are obligated to register specific information when you arrive at a citizenM Hotel. This may include your date of birth, nationality, visa information, place of residence, date of arrival and your profession. We may also be obligated to verify your identity at arrival based on a passport, other ID document or face verification. We will only make a copy of your identification document if we are obligated to do so.
  • Room systems

    We store data about your use of the systems in the hotel room to ensure that the systems and appliances in our rooms work correctly, such as data regarding the light, entertainment and air-condition systems. This information is used by our support teams for technical support purposes. We also use such information to learn about how guests use our services and how we can improve our services.
  • Location tracking

    When you make use of our app on your mobile device, subject to your explicit consent we track your location in order to be able to improve your guest experience. Based on your location the app allows you to easily find the way to our hotel, to check in before you arrive at our hotel and to open the door of your room without making use of a card key.
  • Guest support

    When you contact our support team we use your personal data to handle your request and to contact you in case of a follow-up.
  • Parking

    If you park in our parking garage, we may need to process your license plate number in order to give you access to the parking garage.
  • Security/CCTV

    We endeavour to protect our properties, employees, guests and their belongings from illegal activities such as theft and vandalism. Footage may be processed in this context by or on behalf of citizenM, including the use of CCTV surveillance.
  • No stay list

    If your behaviour is inappropriate (e.g. if you leave without paying, cause significant damage, verbally or physically abuse our ambassadors or guest or make endless, lofty request that we cannot simply fulfil) we may put you (name, date of stay and reason for blacklisting) on our no stay list, so that we can restrict your access to our hotels and services.
  • Chatbot

    Our websites and social media accounts include a chatbot you can talk to about citizenM related matters. Please note that your conversations with the chatbot are stored for self-learning purposes of our chatbot. In addition to answering your queries, we may also use such conversations to learn more about you to improve your experience as our guest. If you visit our website or social media accounts or use the chatbot, your IP address is collected for technical purposes.
  • Analytical purposes

    We use your personal data including data generated by your stay and interactions with us for analytical use to optimize our services and product offering.
  • Personalized communication

    We process personal data obtained in the context of your booking history, your purchases in our hotels, your communications with citizenM, your online behaviour on our websites and app and obtained from social media platforms such as LinkedIn and Facebook or data brokers. We use these data for analytical purposes and to provide you with targeted commercial communications for our own products and services. If you have not consented to such targeted commercial communications you may still receive general commercial communication.

    You can easily opt-out for such communications when you make a reservation via our websites or via the unsubscribe link included in such communications.

    With your explicit consent, we and our partners use cookies and similar techniques for the purposes of online (cross-site) targeted advertising. Please read the "Cookies" section below to find out more.
  • Guest satisfaction surveys and guest reviews

    We always strive to improve our services and your guest experience. With your consent we may use your personal data (name, email address and/or telephone number) to send you guest satisfaction surveys. You can always opt out to receiving such guest satisfaction surveys. If you have placed a guest review on public platforms we may contact you to obtain further information about your guest experience.
  • Promotions

    If you participate in a promotion, you generally are requested to provide personal data such as your name and email address, so that we can communicate with you about the promotion.
  • Newsletters

    We regularly provide you with newsletters via e-mail if you sign up for such updates. We also send newsletters to existing customers. If you no longer wish to receive such newsletters, you can unsubscribe at any time.
  • Disclosure

    We will only disclose your personal data to citizenM’s employees, agents or third party service providers appointed by citizenM to provide services in relation to its businesses, to citizenM’s affiliated companies, and to such parties as may be permitted or required under applicable law.
    We will only disclose your personal data if necessary for the performance of our contract with you or if necessary to comply with legal obligations, respond to third party claims or requests from public authorities, such as (i) the mandatory storage/containment of certain information because of a criminal investigation, (ii) requests from third parties for access to information (iii) any further instructions from third parties, such as supervisory authorities, that involve data processing. We will never sell your personal data to third parties.
  • collectionM

    If you purchase a product from our collectionM assortment, we use personal data necessary to process your order and to engage in direct marketing activities (see above). Where necessary, we will base such direct marketing on your consent.

Your rights

EU data protection laws may provide you with the following rights:

  • Access

    You may ask us about the personal data we have about you, and may request us to provide a copy of such data.
  • Erasure, rectification and restriction

    If you believe that our processing of your personal data is incorrect, inaccurate, unlawful, excessive, incomplete, no longer relevant, or if you think that your data is stored longer than necessary, you may ask us to change or remove such personal data or restrict such processing activity.
  • Data portability

    In some cases, you may receive your personal data provided by yourself in a structured, commonly used and machine-readable format.
  • Right to object

    Where we process your personal data based on a "legitimate interest", you may have the legal right to object to the processing of your personal data.
  • Revoke consent

    Where we process personal data based on your consent, you have the right to revoke such consent at any given time.
  • Post mortem right to privacy

    You have the right to set instructions regarding the storage, deletion or communication of your personal data after your death.
  • Right to complaint

    You have the legal right to lodge a complaint with the competent authority.

We will review your request or query considering our obligations under applicable data protection laws and regulations. We always aim to provide you with a response within 15 days.

Personal data of minors

Our services are not directed to individuals under the age of eighteen (18), and we request that they do not provide personal data through our services. If we become aware that we have processed personal data of a minor without the valid and express consent of a parent or guardian, we will delete such personal data.

Security, data retention and international transfers

We have implemented appropriate technical and organisational measures to protect your personal data against loss, alteration or any form of unlawful use. Where appropriate, your personal data will be encrypted and securely stored. Access to your personal data by our staff is restricted on a need-to-know basis. Whenever third-parties process your personal data on our behalf we will enter into a data processing agreement with them to guarantee the same level of protection and confidentiality of your personal data. Unfortunately, no data transmission or storage system can be guaranteed to be 100% secure. If you have any reason to believe that your interaction with us is no longer secure, you should immediately notify us via privacy@citizenm.com.

We do not retain personal data longer than is necessary to fulfil the processing purposes as set out in this Privacy Statement (see "When and why do we use your personal data?"). To determine the exact retention period, we take into account applicable minimum data retention obligations, guidance issued by data protection authorities and statute of limitations under applicable law(s).

As we operate internationally, and provide you with relevant services through resources and servers around the globe, sharing your data cross-border is essential for you to receive our services. You therefore acknowledge and agree that citizenM may transfer your data globally, so that you can use our services. Your personal data may be transferred to a citizenM hotel or our (support) partners in a country outside of the country where it was originally collected or outside of your country of residence or nationality. For technical and organizational reasons and in the context of our digital cloud infrastructure, personal data is also transferred to servers located in the US, or to servers located in countries outside of the European Economic Area. In this regard, we have entered into so-called EU model clauses with receiving parties or make use of Privacy Shield certified partners to ensure compliance with our data protection obligations, or have ensured that a receiving party has in place so-called "binding corporate rules". Please contact us if you wish to receive more information on the specific safeguards we have implemented to ensure an adequate level of data protection regarding such transfers.

Cookies and similar techniques

This section explains which cookies and similar techniques (hereafter simply referred to as "cookies") we use on our websites (see Annex I for a full list of our domains).

Marketing cookies
With your consent citizenM places marketing cookies and trackers to advertise our products and services but to you. The marketing cookies also allow us to provide you with relevant offers based on your online browsing, search and booking behavior.

Website functionality and optimization

We use cookies that are necessary to provide the requested service. For instance, technical cookies allow you to proceed through different pages of a website with a single login and they remember selections in shopping carts and (order) forms that are filled out on our websites. We also use cookies to measure your behaviour on our websites to learn about the online experience of our website visitors and to improve our websites. In doing so, we also collect the technical features of your terminal equipment and software used by you, such as the type of operating system, the browser settings, the installed plug-ins, the time zone and the screen size of your device.

Cross-site tracking

With your consent, third parties (see Annex II below) can store tracking cookies on your device if you visit our website. Such cookies enable these third parties to track your online browsing behaviour across different websites (including the citizenM websites). A common purpose of such tracking cookies is to provide you with targeted advertisements across the websites you visit. We do not control or influence the use by third parties of the information collected through these third-party cookies. Please read the privacy policies of these third parties (see Annex II below) to find out more about how they use cookies and process your personal data.

Social media

With your consent, our websites use cookies to interact with social media platforms (see Annex II below for all third-party cookies). These cookies are also used to optimize your experience of the social media websites. Please be aware that these cookies may also allow social media platforms to track your online behaviour for cross-site tracking purposes.

Withdrawal of your consent

You can withdraw your consent at any time by setting your browser to disable cookies and/or to remove all cookies from your browser.

About us

Your personal data is processed by or on behalf of:

- citizenM Operations Holding B.V. (hereinafter referred to as: citizenM Operations), a limited liability company registered under the laws of the Netherlands, having its statutory seat in Amsterdam, the Netherlands and its offices at Leidseweg 219 (2253 AE) Voorschoten, the Netherlands. citizenM Operations Holding B.V. is registered with the Dutch Chamber of Commerce under registration number 34218994;

- in the context of your stay or booking regarding one of our hotels, the entities operating the relevant citizenM branded hotel, whether owned or licensed by citizenM Operations B.V. and its wholly and partially owned affiliates (each hereinafter referred to as a: citizenM Hotel; see the full list of our citizenM hotels, and the legal entities that operate these hotels here.

In the context of our hotel services and related services/products, citizenM Operations is the point of contact for all your questions regarding the processing of your personal data.

Contact us

In case you have any questions in relation to this Privacy Statement or the processing of your personal data, please send an email to privacy@citizenm.com or call +31(0)208117055.

Our Data Protection Officer can be contacted via: dpo@citizenm.com.

This Privacy Statement may change from time to time. Where appropriate, we will notify you of such changes.

Last update: 8 October 2019

Annex I: citizenM domains

citizenm.com, nl.citizenm.com, fr.citizenm.com, zh.citizenm.com, e.citizenm.com, citizenm.guide, societym.com, citizenmag.com

Annex II: third parties placing cookies on our websites

AdRoll - privacy policy
AdRoll Pixel - privacy policy
AdRoll Roundtrip - privacy policy
ADTECH - privacy policy
AOL Advertising - privacy policy
AppNexus - privacy policy
BidSwitch (IPONWEB) - privacy policy
Bing Ads (Microsoft Advertising) - privacy policy
DoubleClick - privacy policy
DoubleClick Floodlight (Google) - privacy policy
Facebook Connect - privacy policy
Facebook Custom Audience - privacy policy
Facebook Pixel - privacy policy
Facebook Social Plugins - privacy policy
Flashtalking - privacy policy
GA audiences - privacy policy
Google Adwords User List - privacy policy
Google Analytics - privacy policy
Google Dynamic Remarketing - privacy policy
Google Tag Manager - privacy policy
Google Tag Manager Web Tracking - privacy policy
Google+ Platform - privacy policy
Hotjar - privacy policy
Index Exchange (Formerly Casale Media) - privacy policy
Intercom - privacy policy
LinkedIn ads - privacy policy
LinkedIn Marketing Solutions - privacy policy
LiveRamp - privacy policy
MyFonts Counter - privacy policy
OpenX - privacy policy
PubMatic - privacy policy
Rocket Fuel - privacy policy
Rubicon - privacy policy
Taboola - privacy policy
TripleLift - privacy policy
Twitter Advertising - privacy policy
WisePops - privacy policy
Yahoo Ad Exchange - privacy policy
Yieldr - privacy policy

Last updated: October 8 2019