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Privacy Policy


White Oaks is committed to protecting and safeguarding the privacy and confidentiality of the personal information you entrust to our care. We assure you that your personal information is handled according to the following Privacy Policy for the collection, use and disclosure of your personal information.

How you provide information to White Oaks:

By making a reservation or by using White Oaks Resort services.

  • Booking a room
  • Checking in and making payments
  • Hotel stays and services provided during a stay
  • Eating and drinking at the hotel bar or restaurant during a stay
  • Requests, comments card information, complaints and/or disputes

By registering with White Oaks Resort loyalty program.

By providing the information to us by participating in a marketing initiative.

  • Participation in guest satisfaction surveys
  • Subscription to newsletters in order to receive offers and promotions via email

By visiting our website.

  • Participation in guest satisfaction surveys
  • Online forms (online reservation, questionnaires, social networks, social networks login devices such as Facebook login, conversations with chatbot, etc.)

Making a Reservation

When making a reservation or using White Oaks Resort services it is necessary to have information in order to identify you, contact you and to process your purchase and requests. This information usually includes your name, address, phone number, e-mail address, credit card number and expiration date, and language preference. It may also include, if you choose to share that information with us, your preferences regarding the delivery of your service such as type of room, and type of bed. You may wish to have your purchase of White Oaks Resorts' services recognized in a third party's loyalty program with which White Oaks Resort has a relationship. We also offer special discounts from time to time that may have qualifying criteria. Sometimes we offer special offers to, for example, seniors or for children. To assess your eligibility and process your reservation correctly, we need to record your date of birth at the time of booking. You may be required to provide personal identification with your date of birth in order to verify this upon check-in. 

From time to time, we offer packages or other services that involve third parties. If you are partaking of such a package or service, your personal information will be shared with that third party to the extent necessary to provide that service and process the purchase or request. 

 White Oaks Resorts may use the information you provide to send you offers and information about White Oaks Resorts services and those of select third parties. Your information will not be given to these third parties but rather the offer of the third party will be provided to White Oaks Resort which will manage the distribution. 

 If you do not wish to receive such offers and information you may unsubscribe or opt-out by sending an email to, or by pressing the "unsubscribe" at the bottom of the email.

White Oaks Loyalty Program

As a guest of White Oaks Resort, you will have the opportunity to enroll in our loyalty program (White Oaks Rewards). The White Oaks Reward Program aims to provide a heightened level of personalized service, requiring additional personal details. Participation is entirely voluntary, and your choice to enroll implies consent for the collection and utilization of your personal information as detailed in the Rewards Program Terms and Conditions.

What Personal Information Do We Collect?

Definition of “personal information” is any information that may identify or relate to you as an identifiable individual. At various times, White Oaks may collect information about you and/or the persons accompanying you, which could include the following categories of information:

  • Identity information – such as last and first name, date of birth, gender;
  • Contact information – such as your home address, zip/postal code, email address and phone/cell number;
  • Information contained on a form of identification (such as ID card, passport or driver licence);
  • Information relating to your children (for example, first and last name, date of birth, age);
  • Financial and payment information – such as your credit card details, itemized spending, billing address, and transaction history;
  • Reservation information – such as the type and location of the rooms you reserve, restaurant and spa treatment reservations, experiences you book, other guests associated with your reservations, and the dates of your reservations;
  • Health information – where provided to us and relevant to the provision of services;
  • Preference information – including but not limited to preferred pillow type and mattress firmness, special requests, interests, and data related to past service issues;
  • Purchase history – details of your purchases at our Properties and on our Sites, including on the White Oaks Online Shop, and delivery address;
  • Public information – such as when we review public platforms to understand more about you, or what you are saying about us or the hospitality industry;
  • Technical information – such as information about the device you use to interact with us (including the hardware model, IP address, geolocation data, operating system and version, and, in the case of your use of our mobile App, mobile network information and unique device identifiers);
  • Key card data;
  • Correspondence information – when you contact us, such as to send an inquiry or make a request, any correspondence or application may be kept, and information derived from such correspondence may be added to your personal information

How do we use your personal information?

For each of the categories of personal information described above, we use your personal information for the following purposes:

  • If you create an account on a Site, or become a Guest and we create an internal profile about you, to remember your information and preferences to personalize your experience and provide customer service;
  • To help us recognize or identify you and any online accounts or internal profiles related to you, for instance as a visitor to our Sites and/or as a Guest;
  • To allow you to log-in to your account online or through our mobile App by sending a one-time passcode to your phone (via SMS) or email address depending on how you elect to receive such a passcode;
  • To allow White Oaks to send messages (via SMS) through communication system;
  • To enable you to use our sites;
  • To assist us in making reservations for you and providing the services you request;
  • To process transactions through our Sites (including taking payment for purchases you may make) and to assist in any inquiries about your transaction;
  • For billing purposes in relation to your stays with us;
  • To confirm prior transactions and reconcile statements or invoices;
  • To consolidate your accounts on our sites;
  • To contact you in relation to matters regarding your stays with us or purchases from the White Oaks Online Shop;
  • To send you marketing communications regarding White Oaks or products and to advise you of promotions or to inform you of offers or other information that may be of interest to you;
  • To personalize and enhance your online Guest experience;
  • To conduct surveys or focus groups to obtain your views regarding White Oaks and service delivery;
  • To respond to specific requests for information from you to handle any other inquiries, correspondence, concerns or complaints you have raised;
  • For marketing, advertising and promotional purposes, such as through one of our online promotions or on third party social networks, consistent with your preferences;
  • To analyze customer trends and insights;
  • To operate our business, including for internal purposes such as auditing, data analysis, statistical and research purposes, and troubleshooting to help us improve our services;
  • For security and protection of property purposes;
  • For other purposes disclosed at the time you provide your personal information or as otherwise set forth in this Privacy Notice

We will combine information from a number of our Guests as well as visitors to our Sites to better understand trends and your expectations. When this occurs, all identifiers are removed, and the aggregated information cannot be linked to any specific individual or household and is therefore no longer personal information.

On what basis do we use your personal information?

We use your personal information on the following basis:

  • To enter into agreements with you – we use your personal information to perform our agreement to provide services to you when you stay or otherwise engage with us, or to take steps at your request prior to entering into such an agreement;
  • For legitimate business purposes – using your personal information helps us to operate and improve our business and minimize any disruption to the services that we may offer to you. We may also use your personal information to make our communications with you more relevant and personalized, and to make your experience of our services more efficient and effective;
  • Because you have given your consent – at times we may ask for your consent to allow us to use your personal information for one or more purposes, such as to send you marketing communications

How and from what sources do we collect personal information?

For each of the categories of personal information and purposes described above, we gather information when you provide it to us directly, or otherwise interact with us, for example:

  • When you create an account or sign in to access an existing account on our Sites;
  • When you comment on or interact with our digital posts or ads on social media platforms or other partnering websites such as Google or LinkedIn;
  • When you make a purchase through our Sites;
  • During your experience as a Guest, including information provided during check-in and through the mobile App during a stay

We also collect your personal information while monitoring our technology tools and services, including email communications sent to and from White Oaks and the use of the chat functionality on our Sites. 

We may also receive information about you from other sources. These include our business partners and trusted third party service providers. For example, we receive information about you when you use the White Oaks Online Shop, which is operated on our behalf by a trusted third party provider.

How do we use cookies and other similar technologies?

We collect information automatically from you through the use of cookies, pixel tags, scripts, Mobile SDKs and other similar technologies when you visit our Sites or read our emails. We may use third party partners or technology to collect this information. For example, we use these third party tools to collect information you provide as well as information about how you use our Sites and your experience on our Sites, such as the pages you visit or links you click on our Sites, videos you watch, mouse clicks and movements and other browsing behavior, and whether you use multiple devices to access our Sites. These tools may also record information you enter when you interact with our Sites or engage in a chat using our Sites. We and our third party partners also collect information about the device you use to visit our Sites, such as the IP address, device type, operating system, and a unique ID that allows us to uniquely identify a browser, mobile device or account (including, for example, a persistent device identifier or AdID), and other similar information. If permitted by your device settings, we and our third party providers may collect location data through GPS, Wi-Fi or other methods. We collect analytics data, or use third party analytics tools, to help measure traffic and usage trends and to understand more about the demographics and behaviors of our users. Information collected automatically through these tools may be combined with other personal information we collect from you or receive from other sources.

We, or our third party partners, may use the data collected through cookies and similar technologies to remember information about you for the following purposes: so that you will not have to re-enter it on our Sites; to provide custom, personalized content and information; to identify and contact you across multiple devices; to provide and monitor the effectiveness of our Sites; generate analytics; to diagnose or fix technology problems; to detect or prevent fraud or other harmful activities; to personalize and enhance your experience and to improve the effectiveness of our Sites, offers, advertising, communications and customer service, and otherwise to plan for, optimize and enhance our online services.

We may also use third party advertising companies to serve advertisements regarding goods and services that may interest you after you access and use our Sites. To serve such advertisements, these companies may place or recognize a unique cookie on your browser (including through the use of pixel tags, scripts or similar technology). For more information about our and our third party partners’ use of cookies and related technologies to collect information automatically.

General Inquiry

In the event you request to view your personal information specifically from a guest folio, banquet function contract, and/or restaurant charge, this can be done by contacting the specific department i.e catering, accounting etc. Prior to any information being release, you will be required to complete a form which must be completed and submitted in writing by mail, fax or in person.

Questions, Concerns or Complaint

In the event you have questions, concerns and/or complaints about the privacy policies, you can contact Julie Cassidy, from the Executive Office. We will respond to your request or investigate your concerns immediately.

Changes to the Privacy Policy

To accommodate changes to our services, technology, and legal developments this policy may change over time. We may add, change or remove portions of this policy when it is deemed to be appropriate. When this policy is updated, the date on the policy will be reflected accordingly.

Reviewed November 2023