Privacy Policy

1. Who We Are

Emerald Hotel & Suites ("we", "our", "us") is the data controller for the personal information collected through this website and through the course of your stay or enquiry with us.

Our registered address is 1 Champion Parade, Port Moresby 121, NCD, Papua New Guinea, Papua New Guinea.

For all privacy-related enquiries, you may contact us at reservations@emeraldhotel.pg.

2. What Information We Collect

Information You Provide

• Name, email address, and contact number when making a reservation or sending an enquiry
• Postal address and payment details when completing a booking
• Dietary requirements, accessibility needs, or other preferences you share with us
• Feedback, reviews, or correspondence sent to us by email or through our website

Information Collected Automatically

• Browser type, operating system, and device information when you visit our website
• Pages visited, time on site, and referral source via standard web analytics
• IP address for security and fraud prevention purposes

Information from Third Parties

If you book via an online travel agent or partner platform, we may receive your booking details from that platform as necessary to fulfil your reservation.

3. How We Use Your Information

We use your personal information for the following purposes:

• To process and confirm reservations and enquiries
• To communicate with you before, during, and after your stay
• To process payments and manage billing
• To fulfil any special requests or preferences you have indicated
• To comply with legal and regulatory obligations
• To improve our website, services, and guest experience
• To send you marketing communications where you have given permission (you may withdraw this at any time)

We do not use your personal information for automated decision-making or profiling.

4. Legal Basis for Processing

• Contract performance: Processing your reservation, handling payments, and communicating about your stay
• Legitimate interests: Improving our services, preventing fraud, and maintaining the security of our systems
• Consent: Sending marketing emails (you may withdraw consent at any time by contacting us)
• Legal obligation: Retaining financial records, responding to lawful requests from authorities

5. How We Share Your Information

We do not sell your personal information. We may share it with the following categories of recipients only where necessary:

• Payment processors to complete transactions securely
• Our software and service providers (e.g. booking system, email delivery) who process data on our behalf under strict data protection agreements
• Law enforcement or regulatory bodies where required by law

Any third party we share data with is contractually required to handle it in accordance with applicable privacy laws and is not permitted to use it for their own commercial purposes.

6. Data Retention

We retain personal information for as long as necessary to fulfil the purposes for which it was collected, and in accordance with applicable legal requirements:

• Reservation records: 7 years (financial and tax compliance requirements)
• Marketing contact preferences: until you withdraw consent
• Website analytics data: 26 months in aggregate, anonymised form
• Enquiry records with no resulting booking: 12 months

After the applicable retention period, your information is securely deleted or anonymised.

7. Your Rights

Depending on your location, you may have the following rights in relation to your personal information:

• Access: Request a copy of the personal information we hold about you
• Correction: Ask us to correct inaccurate or incomplete data
• Erasure: Ask us to delete your personal information where we no longer have a legal basis to retain it
• Restriction: Request that we limit how we use your data in certain circumstances
• Portability: Receive your data in a structured, machine-readable format where applicable
• Objection: Object to our use of your data for marketing or legitimate-interest purposes

To exercise any of these rights, please contact us at reservations@emeraldhotel.pg. We will respond within 30 days. If you are not satisfied with our response, you have the right to lodge a complaint with your local data protection authority.

8. Cookies

Our website uses a minimal set of cookies to ensure it functions correctly. We do not use advertising, tracking, or third-party cookies for commercial purposes.

• Essential cookies: Required for the site to function — these cannot be disabled
• Analytics cookies: Help us understand how visitors use the site so we can improve it. These are anonymised and may be disabled via your browser settings

You can manage or disable cookies through your browser settings at any time. Disabling essential cookies may affect site functionality.

9. Security

We implement appropriate technical and organisational measures to protect your personal information from unauthorised access, disclosure, alteration, or destruction. Payment data is encrypted in transit and processed via PCI-DSS compliant payment processors. We do not store card numbers on our systems.

Despite these measures, no internet transmission is completely secure. If you have concerns about transmitting sensitive information, please contact us by telephone instead.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. Material changes will be communicated to you by email if you have an active booking or have consented to marketing. The current version is always available on this page with the date it was last updated.