Privacy Policy

Who we are

City Inn Palace Hotel ("we", "us", "the hotel") is operated by Orient Hotel Management, located at Al-Shrafa Street, Al-Bireh, Ramallah. For privacy questions or to exercise your rights, contact [email protected].

What information we collect

Information you give us directly

• Booking and inquiry forms: name, email, phone, check-in and check-out dates, room preference, special requests, language preference, and any details you choose to share.
• Email and WhatsApp messages: the content of any communication you send to us, including attachments.
• Newsletter subscription (if you opt in): your email address and language preference.
• Chatbot interactions: messages you exchange with our AI concierge, plus the name and email you provide before chatting. Chats are retained for up to 90 days for quality and training purposes.
• Reviews and feedback you submit publicly on third-party platforms (TripAdvisor, Booking.com, Google) — we may quote anonymised excerpts on this website.

Information collected automatically

• Standard server logs: IP address, user-agent (browser and operating system), referring URL, page visited, timestamp. Logs are retained for up to 30 days for security and abuse prevention.
• Privacy-first analytics (Cloudflare Web Analytics): aggregate traffic statistics — page views, country, referrer, device class. No cookies are set by analytics, no personal identifiers are collected, and individual visitors cannot be tracked across sessions.
• Bot-protection tokens (Cloudflare Turnstile): a one-time challenge token to confirm form submissions are from real humans. No persistent tracking.

What we DO NOT collect

• We do not use third-party advertising trackers, retargeting pixels, or social-media tracking pixels on this website.
• We do not collect payment card details on this website. Card guarantees, when required, are taken at the hotel front desk under PCI-compliant terminals — never via this site's forms.
• We do not sell your data to anyone, ever.

How we use your information

• To respond to booking inquiries and confirm reservations.
• To deliver hotel services (check-in, room assignment, amenities, special requests).
• To send you booking confirmations, pre-arrival information, and post-stay surveys (if you opt in).
• To improve our services through aggregate analytics — we look at trends, never individuals.
• To meet legal and regulatory obligations (tax records, guest registration as required by Palestinian law).
• To prevent fraud, spam, and abuse of our website and forms.

How we share your information

We share information only with the following categories of recipients, and only as necessary:

• Our hotel staff (reservations, front desk, housekeeping) — to deliver your stay.
• Optima Property Management System (Priority Software) — our internal system for managing reservations and guest history.
• Email infrastructure providers (Amazon SES, Cloudflare Email Routing) — to deliver and receive transactional email on our behalf.
• Hosting and security (Cloudflare Pages, Cloudflare Turnstile) — for website delivery and bot protection.
• OTAs you booked through (Booking.com, Expedia, Trip.com, etc.) — when reservations originate there, we share back arrival details and any necessary updates.
• Government authorities when legally required — e.g. mandatory guest registration, tax inspections, lawful court orders.

We do not transfer your data outside Palestine for marketing purposes. Some of our infrastructure providers (Cloudflare, AWS) operate global networks; data may be processed in their international datacentres for delivery purposes.

How long we keep your information

Data type	Retention
Booking inquiries / contact form submissions	2 years from receipt
Confirmed reservations and guest history (in PMS)	7 years (legal/tax requirement)
Newsletter subscriptions	Until you unsubscribe
Chatbot conversations	90 days
Server access logs	30 days
Aggregate analytics	13 months (Cloudflare default)

Your rights

You have the right to:

• Access the personal information we hold about you
• Correct inaccurate information
• Delete your information (subject to our legal retention obligations)
• Object to specific processing
• Withdraw consent at any time (e.g. unsubscribe from newsletters)
• Receive a copy of your data in a portable format
• Lodge a complaint with a relevant data protection authority

To exercise any of these rights, email [email protected]. We respond within 30 days.

Security

We use industry-standard measures to protect your information: TLS encryption in transit, encrypted storage at rest with our infrastructure providers, principle-of-least-privilege access for staff, and regular security reviews. No system is perfectly secure — if we ever discover a breach affecting your data, we will notify affected guests within 72 hours of discovery.

Children

Our website and services are intended for adults (18+) and families with children. We do not knowingly collect personal information from children under 16 without parental consent. If you believe we have, contact us and we will delete it promptly.

Changes to this policy

We may update this policy from time to time to reflect changes to our practices, the law, or technology. We will post the updated version here with a new "Last updated" date. Material changes will be communicated via email to active newsletter subscribers and through a notice on our homepage for at least 30 days.

Contact

City Inn Palace Hotel — Orient Hotel Management
Al-Shrafa Street, Al-Bireh, Ramallah
Phone: +970 (0)2 240 8080
Privacy email: [email protected]