Privacy Policy & Cookie Charter

This page is a translation provided for convenience. In the event of any discrepancy, the French version prevails.

This privacy policy (the “Policy”) explains the rules surrounding the personal data processing that may be carried out when you use our website accessible at: lemontaigu.com (the “Site”).

The data controller for your personal data is Le Montaigu Hotels et Resorts, registered under no. 843 941 931 RCS Tarbes (the “Establishment”), registered office at 9 route de Vizos, 65120 Esquièze-Sère, France. Data protection contact: info@lemontaigu.com.

The Establishment is referred to below as the “Data Controller”. The terms “we”, “our” and “us” in this policy refer to the Data Controller.

As Data Controller for your Personal Data, we do everything possible to best protect your privacy during your visits to the Site.

In this Policy, “Personal Data” means any data relating to you alone that allows you to be identified directly or indirectly, regardless of the Device (computer, tablet, smartphone…) you use. “Regulation” means EU Regulation 2016/679 (GDPR), French law n°78-17 of 6 January 1978, and French law n°2018-493.

By using our Site, you accept the terms of this Policy in full. If you disagree with any of these terms, you are free to stop using our Site. This Policy is kept regularly up to date; the Site always displays its most recent version.

1. Protection of your personal data

In accordance with the Regulation, we maintain a register of all processing activities, available to the competent authorities. All information you provide on the Site is strictly confidential and necessary for the purpose of its processing.

1.1. What Personal Data is collected and processed?

Identification and contact data: first name, last name, gender, postal address, phone number, email address, language and country.
Financial and payment data: bank details (encrypted by the receiving bank — we keep no card numbers) and booking information.
Connection, geolocation (only with your consent) and browsing data.
Personal preferences, including your cookie preferences.

Some data are mandatory fields needed for the requested feature (e.g. name for a booking). We do not process any “sensitive” data (origin, opinions, health, sex life…); the Site is not intended for children. We do not transfer your data to third parties except for the exceptions listed in Article 1.3.

1.2. For what purposes is your Personal Data processed?

Booking management: to keep you informed of your booking status and accept payment. Customer service: to answer your requests (contact form). Service improvement: analysis of your browsing and booking data. Marketing (with consent): managing your newsletter subscription and sending targeted information; you may unsubscribe at any time.

1.3. Who receives your Personal Data?

Your data is mainly processed by our internal services. We may share it with accredited financial institutions and storage centres (payment), fraud detection/prevention entities, and marketing/communication/advertising providers — each bound to comply with the Regulation and to use your data only on our instructions. Your connection and browsing data may be transferred to Google Analytics. We may also disclose your data to comply with a legal authority’s order.

1.4. How long is your Personal Data kept?

We keep your data for ten (10) years after your last booking (accounting/legal obligations, art. L.123-22 of the French Commercial Code), or anonymised for research/statistics. For the newsletter, we stop contacting you after twelve (12) months without an open.

1.5. Hosting of your Personal Data

Data collected via the Site is hosted by IONOS SARL (7 place de la Gare, 57200 Sarreguemines, France) on servers located in the European Union. Booking data is processed by our partner SiteMinder [PLACEHOLDER — specify SiteMinder’s data hosting location/residency].

1.6. What are your rights?

1.6.1. Consent

Your consent must be given clearly and unambiguously: when you fill in the contact form, the use of your data is explained, you must tick a consent box, and children under 13 cannot consent.

1.6.2. Other rights

Right of access: receive a copy of the Personal Data we hold about you.
Right to rectification: correct inaccurate or incomplete data.
Right to erasure: where the data is no longer needed, consent is withdrawn, you object, processing is unlawful, or a legal obligation requires it.
Right to restriction of processing, in the cases provided for by the Regulation.
Right to portability: receive your data in a structured, machine-readable format.
Right to object, in particular to direct marketing.
Right to determine the fate of your data after your death (the French “e-Testament”).

To exercise these rights: info@lemontaigu.com or by post to 9 route de Vizos, 65120 Esquièze-Sère, France. You also have the right to lodge a complaint with the competent supervisory authority (CNIL in France).

1.7. Legal bases for processing

Depending on the case: performance of the contract with you (booking, payment), our legitimate interests (security, customer service, Site improvement), or your consent (direct marketing — see Article 1.6.1).

2. Internet browsing security

The Site has appropriate security measures to prevent loss, misuse, unauthorised access, alteration or disclosure of your Personal Data; all collected data is stored on secure servers. We recommend connecting only over secure networks and keeping your antivirus software up to date. The Data Controller will never ask you by email for sensitive information (phishing) — never reply to such messages and forward them to us instead.

3. Cookie policy

A cookie is a text file stored on your Device when you visit the Site, allowing its issuer to recognise that Device for the cookie’s validity period. The cookies we issue let us: conduct audience studies and improve the Site’s usability; adapt the Site’s display to your preferences; and implement security measures.

3.1. Your cookie choices

You can express or change your choices at any time via this Site’s consent manager (the “Manage cookies” link in the footer) as well as via your browser settings, which let you accept or decline cookies generally or case by case, and delete them. Declining or deleting cookies does not degrade the Site’s general operation, but some features requiring cookies (e.g. booking) may become unavailable.

For browser-level cookie management, see the help menu of Chrome, Firefox or Safari — each browser offers its own blocking, deletion and private-browsing settings.

4. Guest messaging (chat with reception)

A messaging service lets guests contact reception from their room (QR code). When you use it, the following data is processed: the content of your messages, your room number, the chosen language and timestamps. No account or identity data is required.

Purposes: following up on your requests during your stay, service quality, and keeping a log of exchanges as the room-to-reception communication channel (Atout France classification framework). Legal basis: performance of the accommodation service and our legitimate interest.

An automated assistant may reply first: your messages are then processed by the Claude API of Anthropic (United States), acting as a processor, solely to generate a reply and a translation — they are not used to train models. Messages are hosted by Supabase in the European Union (Frankfurt). Alerts sent to staff contain no message content.

Retention period: messages exchanged via our instant-messaging system with reception are kept for the duration of your stay and for a maximum of 6 months after your departure to ensure the follow-up of your requests, with the exception of billing data, which is archived in accordance with legal obligations. Your rights (Article 1.6) can be exercised at the same address: info@lemontaigu.com.