Privacy Policy

The RMS Privacy Policy was updated on 14 May 2018.

 

RMS is committed to protecting and safeguarding any personal data you give us. We act in the best interests of our clients and their customers’ interest and we are transparent about our processing of your personal data.

RMS provides a subscription cloud-based Property Management System to its clients for managing accommodation bookings, front desk operations, guest billing, housekeeping, maintenance management, sales and marketing, events management, point of sale, door locking and other in-room and property access and control systems. RMS provides its clients with an Online Booking Engine to enable their customers to make bookings at their property and a Channel Management system to allow our clients to receive bookings from a large range of online travel agents and other booking services. RMS also provides its clients with integrations to other third-party services such as client loyalty programs, rate management services and business intelligence tools.

When accessing this website or providing information, you agree to our privacy practices as set out in this Privacy Policy. RMS may change this policy from time to time. Please visit this page regularly to keep up to date with our practices. If we make changes to the Privacy Policy which will have an impact on you (for example, if we intend to process your personal data for other purposes than communicated in the past in this Privacy Policy), we will notify you of these changes before these new activities begin.

This document describes how we use and process your personal data on all of the services that we provide to our clients and which our clients use when providing their services to their customers. This one Privacy Policy applies to any kind of information we collect through this website, the services we provide, or other means connected to these services (such as contacting our customer service team via telephone, the website or by email).

What kind of personal data does RMS collect and why?

RMS Clients

When our clients subscribe to our services, your personal information is collected directly from you during the sales process.  Collection of personal information can occur through other interactions including:

  • Conversations with our team members;
  • When you complete registrations, requests or application for our services;
  • When you communicate with us directly (by telephone, email or any means); and
  • When we interact with you during trade shows, masterclasses, webinars, training and special events.

RMS collects and processes personal information from its clients that is legally necessary for the performance of a contract. This includes for the purpose of being able to contact you, interact with you and verify you on any matters relating to your contract with RMS, including any need to use your information to handle and resolve legal disputes, for regulatory investigations and compliance, to enforce the RMS terms of use, the provision of customer support services, customer training, to create orders, transaction records, billing and payment and any other matters incidental to the performance of our services.

Personal information is any information that can be used to uniquely identify an individual. We may collect the following personal information from our clients: 

  • Name;
  • Business address;
  • Email address(es);
  • Telephone number(s); and
  • Payment information.

Other information which may be collected may include:

  • Your marketing preferences, including the type of marketing materials you wish to receive and the method of delivery (email, SMS), and
  • Information you provide to us via our customer service team, website, and application forms. 

Where needed under applicable law, RMS will obtain your consent prior to processing your personal data for direct marketing purposes. 

RMS will hold the personal information of our clients for a long as is necessary for the provision of the services that you subscribe for, to comply with all legal, taxation and other regularity requirements and for sales and marketing purposes both during and after the period of your subscription.

Customers of RMS Clients

RMS Clients will collect personal information of their customers using the RMS services.

RMS acts as the data processor regarding the services provided by our clients. Our clients therefore have the primary responsibility for the protection of your personal information. 

Our client’s website may use the RMS booking engine including any online booking pages provided by RMS to collect and process personal information to provide their services. Our clients may also use the RMS channel management service to receive and process personal information collected by online travel agents and other booking services.

Therefore, RMS will process on behalf of our clients, personal information of their customers including but not limited to:

  • Your name;
  • Preferred contact details, including email or social media address, home address, telephone number, and date of birth,;
  • The names of anybody travelling with you;
  • Your payment information; and
  • Any other information which you decide for yourself to submit including special requests or preferences.

Our clients’ collect and processes personal information from its customers for the performance of a contract, specifically to administer their online bookings from customers. If the required personal information is not provided, our clients cannot finalize the booking and ensure your stay with them is as enjoyable as possible. Our client’s may also use your personal information to provide customer service by informing the customer of any changes to the booking, latest deals and special offers and other products or services which they believe may be of interest to you. An RMS client may also use your personal information for the purpose of sending you a survey or for future marketing and sales activities. If you would like to find out the specific purposes that our client has collected your personal information, please refer to the privacy policy of the client or contact the property direct.

RMS also may from time to time have a need to access your personal information that has been collected and processed by our client. This will only ever occur when we are providing customer support services to our client and not for any other purpose.

Our clients may hold your personal information for as long as is reasonably necessary for the performance of the booking and for such time thereafter as they have a legal basis. In regard to any booking you have made with a client of RMS, you should consult the privacy policy of our client for the specifics of their data retention policy.

Does RMS share your data with third parties? 

RMS itself does not disclose personal information for any purpose other than our employees, contractors or service providers needing to contact our clients, and then only to the extent reasonably necessary to fulfill our obligations to our client, or to comply with government or other regulatory requirement. 

In order to support the use of the RMS services, your details may be shared with members of the RMS corporate family which act as service providers for RMS, including in relation to customer support services.

RMS may disclose personal information to third parties to comply with any court order or other legal obligation or when data is requested by government or law enforcement authorities.

RMS may use service providers to process your personal data on our behalf. This processing is for several purposes, including sending out marketing material to the email address you provided when subscribing to RMS. Third party service providers shall either be bound by:

  • Our data privacy policy or have similar obligations in relation to the storage and processing of personal information, or
  • Confidentiality clauses and are not allowed to use your personal data for other purposes than instructed by RMS.

Customer Lists:

RMS does not disclose the personal information of our clients’ customers to any third parties. 

RMS does not sell or rent personal information. 

Screenshots: 

Screen shots used in demonstrations and examples in manuals, advertising or on our website do not include the details of any real person.

Customer References:

RMS will respond to requests from potential clients by providing names of selected clients as examples of where its products are used.

If referees are requested, RMS will contact existing customers to obtain agreement before releasing contact details.

Third Party Integrations:

Different parties integrated into the RMS services in a number of ways and for various reasons. RMS acts as the data processor for our clients and any personal information disclosed by and through these integrations is done so at the direction of and is the responsibility of our client. 

How does RMS treat personal data of children?

RMS is a service provider and data processer to our clients. RMS services are not designed or directed at children. Our client’s will set their own policy for who can make a booking on the client’s website using the RMS online booking engine. An RMS client may, as part of an online booking, collect and process the information of children only as provided by the parent or guardian or with their consent. If an RMS client becomes aware that they processed information of a child without the valid consent of a parent or guardian, they may reserve the right to delete it.

 

International transfers of personal data

RMS may transfer your personal information to our group companies or service providers based outside of the European Economic Area (“EEA”) for the purposes described in this policy.  Personal information transferred outside the EEA will be subject to appropriate safeguards set out in the law including the use of model contract terms approved by regulators.

RMS may process and store data in the cloud using services from IBM Cloud, Microsoft Azure, and Amazon Web Services. You acknowledge that these cloud service providers may process and store personal information in a jurisdiction that may have different privacy and data security protections from those of your own jurisdiction. 

 

RMS Marketing

RMS will from time to time market to its clients. You have the right to ask us to stop processing your personal information for marketing purposes. You can unsubscribe from emails by clicking the unsubscribe link on the footer of the email communication you have received.  You can also exercise the right at any time by contacting us on the details set out in the “Contact Us” section of our website to amend your marketing communication preferences.

 

Right to review personal information

RMS Clients

RMS clients have the right to review the personal information we hold about you. You can request an overview of your personal data by emailing us to the email address stated below.  

Before providing personal information to you or another person on your behalf, we may ask for proof of identity.

If any of the personal information we hold about you is inaccurate or out of date, you may ask us to correct it.

We rely on you to ensure that your personal data is complete, accurate and current. Please do inform us promptly of any changes to or inaccuracies of to your personal data. 

You have the right to object to us processing your personal information or to delete your personal information or have its processing restricted in certain circumstances.

Customers of RMS Clients

 The rights of customers of RMS Client’s to review the personal information our client holds about you, to amend the personal information, to restrict the processing of the personal information and to delete your personal information is governed by regulations in place in your jurisdiction and the privacy policy of the RMS Client. 

Please contact the property direct and/or the relevant regulator if you have any queries in this regard.

RMS as the service provider and data processor has provided functionality to our clients to review customer personal information, restrict certain processing and to delete the personal information.  The use of that functionality is the responsibility of the RMS client who is the controller of that data.

RMS is also able to provide our clients with functionality where you may view the personal information held about you and make corrections to your personal information yourself.

Where your personal information is processed by an RMS client on the basis of your consent, you may be entitled to withdraw that consent at any time subject to applicable law. Moreover, where an RMS client processes your personal data based on legitimate interest or the public interest, you may, subject to applicable law have the right to object at any time to that use of your personal data when no opt-out mechanism is available to you. 

Please contact the property direct and/or the relevant regulator if you have any queries in this regard.

 

Security

RMS has implemented reasonable measures designed to secure personal information from accidental loss from unauthorized access, use, alteration and disclosure. RMS encrypts data in transmission and at rest, and all access to computer hardware containing personal information is password protected. Staff access to personal information is given on a need to know basis only.

RMS Clients have access to their customers’ personal information. RMS Clients are the data controllers for their data.  RMS is not responsible for the security standards of RMS Client’s. RMS services provide the client with functionality to restrict access to data. 

If you have any questions relating to security at an RMS client please contact the property direct.

 

Internet Transmission

No data transmission over the Internet can be guaranteed to be secure. While RMS will endeavour to protect customer information, it cannot guarantee the security of any information any person may transmit when they access its website.

Even though RMS encrypts data transmitted over the Internet, it still cannot guarantee data transmitted cannot be unencrypted by persons with nefarious intentions. Nonetheless, the likelihood of this occurring is extremely low.

 

Remote Access

Remote access to customers’ databases is needed to provide an efficient and rapid response to requests for assistance.

RMS staff will only connect to a customer’s data with the full knowledge of the customer and will advise when connection is terminated.

 

Cookies

Cookies may be placed on your computer or internet-enabled device whenever you visit RMS online booking pages. This allows the site to remember your computer or device and serves a number of purposes. Although most browsers automatically accept cookies, you can choose whether or not to accept cookies via your browser’s settings (often found in your browser’s Tools or Preferences menu). 

You may also delete cookies from your device at any time. However, please be aware that if you do not accept cookies, you may not be able to fully experience some of the features. Cookies by themselves do not tell us your email address or otherwise identify you personally.

Cookies are only used by online booking pages provided by RMS to improve the online booking process. By remembering the preferences of visitors to the online booking pages RMS streamline the reservation process.

Cookies are used for no other process and the information pertaining to them are not shared with any other person or entity.

 

Complaints

If you have any questions regarding this policy, or if you think your privacy has been breached, please email us at privacyofficer@rmscloud.com.

Our team members will acknowledge receipt of your complaint within 72 hours, and will normally respond to your request within 10 business days. If your complaint is complicated or requires further investigation our response may take additional time to finalise.

We will respond to you by email or telephone.

 

RMS Member Companies

This Privacy Policy applies to the following: 

  • RMS Global Pty Ltd, a company registered in Australia.
  • RMS (Aust) Pty Ltd, a company registered in Australia.
  • RMS Europe Ltd, a company registered in the United Kingdom.
  • RMS North America LLC, a company registered in Delaware, United States.
  • RMS Hospitality Pte Ltd, a company registered in Singapore.
  • RMSCloud Software Private Ltd, a company registered in India.
  • RMS International FZE, a company registered in United Arab Emirates