Portola Hotel & Spa Privacy Policy

View Our Statement of Privacy

Last Updated: August 30, 2019

At Portola Hotel & Spa ("Hotel"), the privacy and confidentiality of user information is important. We are committed to maintaining the privacy and security of your user information. We may update this Hotel privacy policy from time to time, so please check here frequently. The Hotel will not use your personal information or disclose identifiable user information to any third party without the express consent of the individual user.

Because we understand that your privacy is important, we wish to explain the types of information we gather and the way in which we use it. This Privacy Policy applies to the Hotel’s website http://www.portolahotel.com (“Site”).

Our goal is to provide you with an Internet experience that delivers the information, resources and services that are most relevant to you. To achieve this goal, part of the operation of the Site includes the gathering of certain types of information about Site users.

This Privacy Policy covers two types of information gathered at the Site, personal and aggregated. The term "personal identifiable information" refers to data you voluntarily provide in connection with use of the Site that identifies you and/or the company on whose behalf you are accessing and using the Site. Personal information includes, for example your name, e-mail address, phone number, credit card information, company affiliation, physical address and other information that can be used to identify you. The term "aggregated data" refers to general information regarding users of the Site that relates to use of the Site, for example, Site traffic patterns, the number of visits to certain pages, visits from other web sites or to third-party web sites linked to the Site, use of particular services and interest in services, information or features of the Site or other parties made available through or found at the Site. Aggregated data does not contain any personal identifiers and cannot be tracked back to individuals. Learn more about the GDPR policy for the website here.

What Information is Collected About You? How Do We Use It?

We are committed to ensuring that the personal information we obtain from you is used only for the purposes explained to you in this Policy and that you consent to. The legal bases for the Hotel’s processing activities include processing such information as necessary to fulfill our contractual obligations, compliance with our legal obligations, protect the safety of our employees and guests, as well as for our legitimate business interests, with your consent.

You may wish to submit an information request about our Hotel, participate in one of our promotions or subscribe to our e-mail or postal mail lists. In response, we may ask for personal information such as your name, postal address, and e-mail. In the event you opt to provide us with this information, we will only use it for the purposes consented to and specified by you at the bottom of the information gathering form. The Hotel’s basis for the processing of your personal information is for which such information was provided or collected:

Reservation or On-property

  • When you make a reservation and you stay at our Hotel, we process your name, address, contact information, along with the details of your stay (arrival and departure day and time, vehicle information and information regarding others traveling or staying with you), on the basis of our contractual relationship with you. We also process such data for our business interests, including for marketing, service improvements, analytics and service personalization.
  • The Hotel collects certain additional personal information during registration/check-in (such as national ID or passport information).
  • For the protection of our staff, guests and visitors the Hotel uses closed circuit television and other security measures that may capture or record images of guests and visitors in public areas.
  • Disclose personal information to protect the security, property, assets or legal rights of the Hotel from unauthorized use, or misuse, of the Site.
  • Disclose information when required by law to the extent necessary and in a manner that seeks to maintain the privacy of the individual.

Event Profiles

  • We process the personal information obtained in connection with your meeting or event on the basis of our contractual relationship with you and for our business interests, including for marketing, service improvements, analytics and service personalization, as well as fulfillment of services.

Direct Marketing

  • We use your personal information to send you marketing messages on the basis of your consent. You may withdraw your consent for direct marketing communications at any time by contacting us at privacy@portolahotel.com or by selecting “unsubscribe” in the e-mail marketing message.


  • Completion of the Hotel’s surveys is voluntary. The Hotel processes the information obtained from surveys for business interests, including analytics, marketing, and service improvement to help the Hotel serve you better.

Promotions & Sweepstakes

  • Participation in sweepstakes, contests and other promotional offerings is voluntary. The Hotel processes information collected from such participation based on your consent and as necessary to administer the offering. We also use certain data for our business purposes, including for marketing.

Social Media

  • Participation in the Hotel’s social media activities and offerings is voluntary. The Hotel processes information collected from social media participation on the basis of your consent and in furtherance of our related business interests, including for marketing and analytics.

All forms that are accessible on this Site will provide an opt-in and an opt-out button to allow you to choose to participate or not to participate in Hotel postal mailing, email newsletters, email promotions, and future online marketing. Please understand when you opt-in, your information is only used for Hotel purposes including package offers with local Hotel partners. Otherwise we do not sell, rent or share any of your personal information with any other party, and we do not use your personal information for commercial purposes without your consent. You may request to be removed from our lists at any time by following the easy “unsubscribe” feature on all emails distributed to our lists, or by contacting us at privacy@portolahotel.com.

Permission for Use

The Hotel may collect and use personal information that you submit at the Site in any manner that is consistent with uses stated in this Privacy Policy or explained elsewhere on the Site at the point you submit such personal information. At the time you submit personal information or make a request, the intended use of the personal information you submit will be explained. Your consent to use your personal information is consent for all uses stated in this Privacy Policy or explained elsewhere at the Site at the point you submit such personal information. Please do not provide any personal information or request any communications on behalf of an individual or company if you are not authorized to provide the personal information or make the request.

General Data Protection Regulation (GDPR) for European Union Residents

The European Union (EU) GDPR came into effect on the 25th of May 2018. The Hotel fully supports and is compliant with GDPR. This privacy policy addresses personal data collection methods, data storage security, and data retention policies and procedures for GDPR compliance. The Hotel has reviewed and changed our internal procedures for handling GDPR requests. The Hotel will implement GDPR policies for EU residents. Residents of the European Union have the following rights:

  • Right to access their data
  • Right to correct their data
  • Right to be forgotten
  • Right to restrict processing
  • Right to transfer their data to another party
  • Right to object
  • Right to not be included in automated marketing initiatives or profiling

Requests may be submitted to privacy@portolahotel.com or in writing to Privacy Requests, 2 Portola Plaza, Monterey, CA 93940, USA.

The Hotel has the obligation to respond to your request within 30 days of our receipt of the request. For circumstances outside of the Hotel’s control, the Hotel will inform you if the response will take longer than 30 days. In addition, the Hotel will not respond to any request unless the Hotel can appropriately verify the requester’s identity.

Secure Reservations

If you decide to make an online reservation at the Site, you will be linked to a reservation interface and a third party booking engine ("Booking Engine") provided by SynXis. While it may appear to be part of the Hotel’s Site, the Booking Engine is in fact provided by a third party and is governed by its privacy practices. We understand that security remains the primary concern of online consumers and have chosen the Booking Engine Vendor carefully.

Protecting Your Personal Information

We recognize that using our Site to plan and purchase accommodations is a convenient and frequently used feature of the Site, and the Hotel is committed to protecting the personal information we collect. The Hotel has implemented a security program to keep personal information that is stored in our systems protected from unauthorized use, access and disclosure.

Our Site is hosted in a secure environment. The Site servers and systems are configured with data encryption, or scrambling, technologies, and industry-standard firewalls. When you enter personal information during the reservations process, during a customer e-mail sign-up, or other use of our Site, your personal information and data is protected by Secure Socket Layer (SSL) technology to ensure safe transmission.

Withdrawing Consent to Use

If, after using our Site and consenting to use of your personal information, you later decide that you no longer want the Hotel to include you on its mailing list or otherwise contact you or use your personal information in the manner disclosed in this Privacy Policy or at the Site, simply tell us by sending an e-mail to privacy@portolahotel.com, or by clicking on the "unsubscribe" button at the bottom of our email communication to you.

Use of Aggregated Data

Portola Hotel & Spa is interested in improving the Site and may develop and offer new features and services on the Site. We monitor aggregated data regarding use of the Site for lawful business marketing purposes and to study, improve and promote the use of the Site. In connection with such purposes, the Hotel may share aggregated data with third parties collectively and in an anonymous way. Disclosure of aggregated data does not reveal personal information about individual Site users in any way that identifies who they are or how to contact them.

To enable features at the Site, the Hotel may assign one or more "cookies" to your Internet browser. Cookies, among other things, speed navigation through our Site, keep track of information so that you do not have to re-enter it each time you visit our Site, and may provide you with customized content. A cookie is an Internet mechanism composed of a small text file containing a unique identification number that permits a web server to send small pieces of information or text by means of your browser and place them on your computer's hard drive for storage. This text lets the web server know if you have previously visited the web page. Cookies do not provide the identity or personal information of any user.

We use cookies to collect and maintain aggregated data (such as the number of visitors to the Site) to help us see which areas are most popular with our users and improve and update the content on our Site. While in the process of browsing our Site, you also provide us with information that doesn't reveal your personal identity -- what type of destination you're exploring, for example. We use this aggregated data only as explained in this Privacy Policy. We do not connect aggregated data to any name, address, or other identifying personal information.

You may occasionally receive cookies from unaffiliated companies or organizations, to the extent they place advertising on our Site or are linked to the Site. These third-party cookies may collect information about you when you ''click'' on their advertising or content or link. This practice is standard in the Internet industry. Because of the way in which the Internet operates, we cannot control collection of this information by these third parties, and these cookies are not subject to this Privacy Policy.


The Hotel uses personal information to divide large groups of consumers into sub-groups of consumers (known as segments) based on common characteristics such as geography, behavior, or demographics. For example, if you travel frequently to the Hotel and book a breakfast package, we may send you a special offer for the breakfast package.

Children’s Privacy & Parental Consent

Please be aware that Hotel has not designed this Site for, and does not intend for it to be used by, anyone under age 18. Accordingly, this Site should not be used by anyone under age 18. Our Privacy Policy prohibits us from accepting users who are under the age of 18. The Hotel specifically requests that persons under the age of 18 not use this Site or submit or post information to the Site. Should the Hotel inadvertently acquire personal information or other data from users under the age of 18, we will not knowingly provide this data to any third party for any purpose. Any use or disclosure of personal information of someone under age 18 would occur because the user under age 18 used the Site and submitted personal information without solicitation by or permission from the Hotel.

Links Provided to Other Sites

Our Hotel may provide links to a number of other web sites that we believe might offer you useful information and services. However, those sites may not follow the same privacy policies as the Hotel. When you click a link on our Site, the use of your personal information is governed by the privacy policy of the site you visit, and not by the Hotel’s Privacy Policy. The Hotel is not responsible for the privacy policies or the actions of any third party site you visit or link to from the Hotel’s Site, including without limitation, any web site owners whose sites may be reached through this Site, nor can we control the activities of those web sites.

Policy Modifications & Contacting Hotel

The Hotel reserves the right to change this hotel Privacy Policy at any time; notice of changes will be published on this page. Changes will always be prospective, not retroactive. If you have questions about the Portola Hotel & Spa website policies, please contact privacy@portolahotel.com. We will respond within 30 days.

Terms & Conditions for User Generated Content (UGC)

A complete outline of the Portola Hotel & Spa’s terms and conditions for user generated content and reuse on Portola Hotel & Spa’s channels including affiliated restaurants is available here.