This Global Privacy Charter (“Charter”) applies to The Lux Collective, its subsidiaries and all of the hotels within the Lux Portfolio of Brands (collectively, "Lux," "we," or "us"). At Lux, we strive to deliver outstanding products, services, and experiences around the world. We value your business and, more importantly, your loyalty. We recognise the importance of our customers’ privacy, and we respect the fact that our customers want to safeguard the use of their personal information. We have therefore developed this Charter to explain how we collect data about you, and the nature of that data, how we use that data, who that data may be sent to, and how we can amend data you have submitted to us.
This Global Privacy Charter forms part of the terms and conditions that govern our hotel services. By accepting these terms and conditions, you expressly accept the provisions of this Charter.
The Lux Collective means The Lux Collective Ltd (“TLC”). TLC is a privately owned hotel management company which owns and manages the brands LUX* Resorts & Hotels, SALT, Tamassa, SOCIO and any other brand owned by TLC or third parties. Its registered office is situated at 58 Pierre Simonet Street, Floreal, Mauritius.
All Hotels managed by TLC are owned by third parties. More information on the Hotels is available on our website www.theluxcollective.com
TLC, as the primary operating entity, shall be responsible for handling your personal information in connection with the operation of the website and the provision of reservation and marketing services.
The responsibility for handling your personal information shall be shared between TLC and the Hotel with which you have a contractual relationship.
The seven principles below are applicable within our Group.
1. Transparency: When collecting and processing your personal data, we will communicate all information to you and inform you of the purpose and recipients of the data.
2. Legitimacy: We will collect and process your personal data only for the purposes described in this Charter.
3. Relevance and accuracy: We will only collect personal data that is necessary for data processing. We will take all reasonable steps to ensure that the personal data we hold is accurate and up to date.
4. Storage: We will hold your personal data for the period necessary for processing the same in compliance with the provisions of the law.
5.Access, rectification, opposition:You may access, modify, correct or delete your personal data. You may also oppose the use of your personal data, particularly to avoid receiving sales and marketing information.
6. Confidentiality and security: We will ensure reasonable technical and organisational measures are in place to protect your personal data against alteration or accidental or unlawful loss, or unauthorised use, disclosure or access.
7. Sharing and international transfer:We may share your personal data within our organisation or with third parties (such as commercial partners and/or service providers) for the purposes set out in this Charter. We will take appropriate measures to guarantee security when sharing or transferring such data.
This policy applies to:
1. All data processing at Lux i.e. those operating under any of the Lux brand name and/ or any other brand owned by Lux.
"Personal data" means any information collected and logged in a format that allows you to be identified personally, either directly (e.g. name) or indirectly (e.g. telephone number) as a natural person. It relates to any personal information you provide to us by phone, SMS, email, in letters, in person, through representatives, any online medium or channels and other correspondence or means.
At various times, we will be obliged to ask you, as our customer, for information about you and/or members of your family, such as:
Data on minors
The information collected in relation to persons under 18 years of age is limited to their name, nationality and date of birth, which can only be supplied to us by a parent or guardian. We would be grateful if you could ensure that your children do not send us any personal data without your consent (particularly via the internet).
Sensitive personal information
We do not collect sensitive information, such as information concerning race, ethnicity, political opinions, religious and philosophical beliefs, union membership, or details of sexual orientation or character certificate. However, in limited cases we might need to collect sensitive data to provide you with a better service and meet your needs, such as your food preferences, allergies, health conditions, current medication and/ or any physical conditions that affect your mobility. In these cases, the sensitive information will be those volunteered by you and which you have unequivocally agreed to communicate to us.
Personal data may be collected on a variety of occasions, including:
1. Hotel activities:
2. Closed circuit television systems and other security systems
3. Participation in marketing programs or events:
4. Transmission of information from third parties:
5. Internet activities:
We collect your personal data for the purposes of:
1. Meeting our obligations to our customers
2. Managing the reservation of rooms and accommodation requests
3. Creation and storage of documents in compliance with legal and accounting requirements
4. Managing your stay at the hotel:
5. Providing a safe and secure environment for our customers, employees, suppliers and service providers and to protect our premises and property.
6. Improving our hotel services, especially:
7. Managing our relationship with customers before, during and after their stay:
8. Using a trusted third party to cross-check, analyse and apply certain devices to your collected data at the time of booking or at the time of your stay, in order to determine your interests and your customer profile, and to allow us to send you personalised offers.
9. Securing and enhancing your use of Lux websites, especially:
10. Conforming to local and applicable international legislations
As we are present in many countries, we endeavor to provide you with the same services throughout the world. Thus, to guarantee you the right of access and amendment we have to share your personal data with internal and external recipients subject to the following conditions:
1. Within Lux: in order to offer you the best service, we can share your personal data and give access to authorised personnel from the Group, including:
2. With service providers and partners: your personal data may be sent to third parties for the purposes of supplying you with services and improving your stay. More specifically we use third parties to:
3. Local authorities: we may also be obliged to send your information to local authorities if this is required by law or as part of an inquiry and in accordance with local regulations.
We do not routinely disclose personal information to other organisations unless:
Due to the global nature of our business and that of our third party suppliers who process your personal data on our behalf, personal information we collect from you may be transferred, processed and stored overseas including (where applicable) outside the jurisdiction where the personal information is collected.
Although the data protection laws of these other countries may not be as comprehensive as those in your own, we will take all necessary steps to ensure that your personal information is treated securely, and in accordance with this Privacy Charter and any applicable laws.
In addition, personal information that you submit for publication on the website will be published on the internet and may be available, via the internet, around the world. Lux cannot prevent the use of such information by others. By submitting your personal data, you expressly agree to these transfers, storing, processing and publishing.
However, any such transfer of information does not change any of our commitments to safeguard your privacy and the information remains subject to existing confidentiality obligations.
We are committed to keeping the personal information you provide to us secure and we will take reasonable precautions to protect your personal information from loss, misuse or alteration.
We have implemented information security policies, rules and technical measures to protect the personal information that we have under our control from:
All of our employees and data processors (i.e. those who process your personal information on our behalf, for the purposes listed above), who have access to, and are associated with the processing of personal information, are obliged to respect the confidentiality of the personal information of all users of our services.
“Other Information” is any information that does not reveal your specific identity or does not directly relate to an individual, such as:
• Browser and device information
• App usage data
• Information collected through cookies, pixel tags and other technologies
• Demographic information and other information provided by you
• Aggregated information
If we are required to treat Other Information as Personal Information under applicable law, then we may use it for the required purposes and disclose Personal Information as detailed in this Charter. We and our third party service providers may collect Other Information in a variety of ways, including:
• Through your browser or device: Certain information is collected by most browsers or automatically through your device, such as your Media Access Control (MAC) address, computer type (Windows or Macintosh), screen resolution, operating system name and version, device manufacturer and model, language, internet browser type and version and the name and version of the online services (such as the Apps) you are using. We use this information to ensure that our online services function properly.
• Through your use of the Apps: When you download and use an App, we and our service providers may track and collect App usage data, such as the date and time the App on your device accesses our servers and what information and files have been downloaded to the App based on your device number.
We and our service providers use this information for security purposes, to facilitate navigation, to display information more effectively, to collect statistical information, to personalize your experience while using the Online Services and to recognize your computer in order to assist your use of our online services, such as for the online reservation process.
• IP Address: Your IP address is a number that is automatically assigned to the computer that you are using by your Internet Service Provider (ISP). An IP address may be identified and logged automatically in our server log files whenever a user accesses our online services, along with the time of the visit and the page(s) that were visited. Collecting IP addresses is standard practice and is done automatically by many websites, applications and other services. We use IP addresses for purposes such as calculating usage levels, diagnosing server problems and administering our online services. We may also derive your approximate location from your IP address.
• By aggregating information: Aggregated Personal Information does not personally identify you or any other user of the Services (for example, we may aggregate Personal Information to calculate the percentage of our users who have a particular telephone area code).
We retain your personal data only for the period necessary for the purposes set out in this Charter or in accordance with the provisions of applicable law.
Your right of access.
If you ask us, we will confirm whether we are processing your personal information and, if so, provide you with a copy of that personal information. If you require additional copies, we may need to charge a reasonable fee.
Your right to rectification.
If the personal information we hold about you is inaccurate or incomplete, you are entitled to have it rectified. If we have shared your personal information with others, we will let them know about the rectification where possible.
Your right to erasure.
You can ask us to delete or remove your personal information in some circumstances, such as where we no longer need it or if you withdraw your consent (where applicable). However, note that we may retain some of your personal information for a reasonable period of time, even after you withdraw a consent, for legal or compliance purposes. If we have shared your personal information with others, we will let them know about the erasure where possible.
Your right to restrict processing.
You can ask us to suspend the processing of your personal information in certain circumstances, such as where you contest the accuracy of that personal information or you object to us processing it. It would not stop us from storing your personal information, though. We will tell you before we lift any restriction. If we have shared your personal information with others, we will let them know about the restriction where it is possible for us to do so.
Your right to data portability.
With effect from 25 May 2018, you have the right, in certain circumstances, to obtain personal information you have provided to us (in a structured, commonly used and machine readable format) and to reuse it elsewhere.
Your right to object.
You can ask us to stop processing your personal information, and we will do so, if we are:
• relying on our own or someone else’s legitimate interests to process your personal information, except if we can demonstrate compelling legal grounds for the processing; or
• processing your personal information for direct marketing.
Your rights in relation to automated decision-making and profiling
You have the right not to be subject to a decision when it is based on automatic processing, including profiling, if it produces a legal effect or similarly significantly affects you. However, we may conduct automated decision-making and/or profiling where it is necessary for entering into, or the performance of, a contract between you and us.
Your right to withdraw consent
You have the right to withdraw your consent at any time. However we may not be able to provide certain services to you should that be the case.
Your right to lodge a complaint with the supervisory authority
If you have a concern about any aspect of our privacy practices, including the way we have handled your personal information, you can report it to the Data Protection Commissioner of Mauritius. If you are an EU citizen, you have the right to lodge a complaint with the supervisory authority of the country of your residence.
We would appreciate the chance to deal with your concerns before you approach the authorities above, so please contact us in the first instance.
If you have any questions or complaints about how we handle your personal data, or would like us to update or erase the data we maintain about you and your preferences, please contact our Data Protection Officer:
By post: Data Protection Officer, 58 Pierre Simonet Street Floreal, Mauritius.
We will try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
For the purposes of confidentiality and personal data protection, we will need to identify you in order to respond to your request. You will be asked to include a copy of an official piece of identification, along with your request. In some cases we may also request an administrative fee to cover the cost of access.
We may modify this Charter from time to time. Consequently, we recommend that you consult it regularly, particularly when making a reservation at one of our hotels.
The amended policy will apply between us whether or not we have given you specific notice of any change.
After months of physically distancing, I'm sure, like me, you're dreaming of returning to your favourite destination. Looking back now, especially as we live through the strangest time of our lives, what I think about the most is how we as a team - and really, as a family - have been able to stay socially connected, supportive and hopeful. That includes guests and team members supporting each other in every way we can imagine. The greatest gift we can share right now is one of friendship, kindness and optimism. We received so many heart-warming letters from guests from all over the world, showing their care and expressing their wish to return as soon as they are able, and it's been nothing short of encouraging and uplifting for the team's motivation. As we take steps towards recovery and planning where to go next, we probably have many questions on our minds on how safe it is to be travelling and the proper precautions we need to take before embarking on our next voyage. I would like to assure you that the comfort, safety and wellness of our extended family remain our utmost priority. To ensure you are holidaying with peace of mind, we offer a flexible rebooking and cancellation policy as follows:
We have also made some service adjustments in consultation with SGS, the world's leading inspection, verification, testing and certification company, in addition to the precautionary measures recommended by the World Health Organisation.
The teams of LUX* Resorts & Hotels, SALT Resorts and Tamassa Resorts understand the courage it takes for the brave people to fight on the frontline. Our teams have banded together to provide support to their local communities. In Mauritius, SALT of Palmar produced 500 reuseable face masks for the villagers and police in Belle Mare; LUX* Belle Mare Resort & Villas, LUX* Grand Gaube Resort & Villas and LUX* Le Morne Resort baked over a thousand cupcakes to thank the first responders for their selfless service rendered during the country's confinement; and the team at Tamassa put together care packs consisting of daily necessities and dry goods for the underprivileged. Over in Yunnan, China, LUX* Tea Horse Road Benzilan has been doing their part to care for the environment by picking up trash along nature trails and hiking routes, in addition to cleaning and volunteering their services in the revered Tibetan Buddhist temples in Shangri-La.
This unprecedented situation has taught us how fragile freedom is and travelling as we know it will now change irrevocably,
but it will bounce back. We eagerly await your return. Meanwhile, stay safe and stay in touch.
Chief Executive Officer
As our islands begin to reopen their shores to travellers, you understandably have questions regarding the new measures in each destination. We have compiled everything you need to know. But if you still have a question, please don't hesitate to contact our hotels directly through our website.
There are no quarantine requirements on arrival to our destinations. Be sure to check with your local authorities to see if your country of residence requires a quarantine upon your return home.
We encourage you to check with your local government authorities concerning any travel restrictions there may be for the destination you want to visit. We advise you to check again prior to departure to ensure you have the most up-to-date advice.
Each of our hotels provides on demand access to medical support-a nurse or doctor-who may assist with any immediate health-related matters. If you require further medical attention, they will refer you to the best possible medical services in proximity to the hotel.
We strongly recommend that you obtain travel insurance prior to travelling abroad. Ensure that the insurance policy covers Covid-19 related matters. Note that prior to arriving at the hotel, you will be required to either submit travel insurance or declare that you will bear the costs of treatment and isolation if necessary. Don't forget to pack your travel insurance certificate stating Covid-19 coverage. You will be asked to show it at check-in.
Your airline provider will hand out health declaration forms that need to be submitted to the health authorities upon arrival. Airport authorities have implemented health screening facilities at the airport to monitor passengers and provide assistance in case you are not feeling well.
The Maldives: Yes. All international tourists staying in our resorts must submit a personal negative PCR test to the hotel 5 to 7 days prior to boarding. The test must have been undertaken between 5 and 7 days prior to boarding. Mauritius: Yes. All international tourists travelling to this destination must submit a personal PCR test to the hotel 5 to 7 days prior to boarding. The test must have been undertaken between 5 and 7 days prior to boarding. Reunion Island: Yes. All international tourists travelling to this destination must submit a personal negative PCR test to the hotel within 72 hours prior to boarding. The test must have been undertaken within 72 hours prior to boarding. You will need to fill in a declaration form stating that you do not have any Covid-19 symptoms and have not been in contact with any confirmed cases of Covid-19 in the 14 days prior to your departure flight.
The Maldives: Upon arrival, you must fill out a health declaration form and have your temperature taken by the airport authorities. All guests will be required to take an additional PCR test on arrival at the airport seaplane lounge. This PCR test will be free of charge and we anticipate the results within 6-12 hours from the time of the test. The PCR test will also be required for children aged 6 years and above. Guests will be able to start enjoying their holiday as soon as they arrive at the resort. Should the guest require a new negative PCR test result before going back to their next destination or country of residence, they can take the test at the resort clinic prior to departure. Same can be booked and organised through the resort Reception team. Selected nationalities different protocol will be applicable. Positive cases will be isolated. Mauritius: Upon arrival, you must fill out a health card and undertake a PCR test at the airport. Positive cases will be isolated. Reunion Island: Upon arrival, you must fill out a health declaration form and present your PCR test results to airport authorities. Positive cases will be isolated.
Please scan the QR code below to view our Collective Care programme, which gathers all Covid-19 sanitary measures we are taking or visit our website.
Yes. We perform daily health checks on all employees before they enter the workplace.
All reservations for stays between now and the 1st October 2020 are subject to a full refund for cancellations made 72 hours prior to arrival.
Yes. A full refund will be provided for the unused room nights of pre-paid packages should the hotel go under lockdown. The hotel will collaborate with local authorities to safely repatriate our guests.
Wearing a mask is not mandatory. However, we strongly encourage you to take all the necessary precautions to help contain the spread of Covid-19.