Privacy Policy

Overview

This Privacy Policy explains how Borneo Beach Villas & Suites ("we", "us", or "our") handles personal information in connection with our website, booking enquiries, reservations, guest communications, self check-in process, and stay-related services.

By using our website, contacting us, making a booking, interacting with our social media pages, or staying at our property, you acknowledge that your information may be handled as described in this Privacy Policy.

Information We Collect

Depending on how you interact with us, we may collect or receive the following information:

Guest & Booking Information

• Name, contact number, email address, country or region, and preferred communication channel.
• Reservation details such as stay dates, villa or suite selected, number of guests, special requests, arrival details, and booking reference numbers.
• Identification details where reasonably required for check-in, safety, fraud prevention, legal, regulatory, or property management purposes.
• Payment status, transaction reference, billing details, deposit records, cancellation records, and refund information.

Communications & Stay Information

• Messages sent through WhatsApp, email, phone text, social media, booking platforms, or other communication channels.
• Self check-in and guest support details, including access instructions, housekeeping requests, maintenance requests, incident reports, and feedback.
• Optional preferences you provide, such as bedding requests, accessibility needs, celebration notes, or other stay-related preferences.

Website & Technical Information

• Device, browser, IP address, approximate location, pages visited, links clicked, referring page, and date and time of visit.
• Cookie, widget, embedded content, and similar technology information from our website and integrated third-party services.

How We Use Information

We use personal information for legitimate accommodation, guest service, business, and legal purposes, including to:

• Respond to enquiries, confirm availability, process reservations, and provide booking support.
• Arrange payment, deposits, refunds, cancellation handling, invoices, and booking records.
• Send pre-arrival information, self check-in instructions, door codes, house rules, and stay updates.
• Provide guest support, housekeeping, maintenance, safety assistance, and post-stay follow-up.
• Prevent misuse, fraud, unauthorised access, property damage, or breaches of our house rules.
• Comply with applicable law, tax, accounting, dispute resolution, insurance, platform, payment, and booking engine obligations.
• Improve our website, guest experience, service quality, marketing performance, and operational processes.
• Send offers or updates only where permitted by law or where you have not opted out of receiving them.

Third-Party Providers

We use trusted third-party service providers to operate our website, booking process, guest communications, payments, content, maps, and social media presence. These providers may process your information according to their own privacy notices, terms, security practices, and legal obligations.

Cookies & Tracking

Our website and third-party integrations may use cookies, scripts, pixels, local storage, embedded widgets, or similar technologies to make the website function, load booking tools, remember preferences, measure performance, prevent misuse, and support marketing or social media features.

Examples of Technology That May Be Used

• Essential website and security cookies required for normal browsing and booking functionality.
• Swiftbook booking engine cookies or scripts used to show availability, rates, and booking forms.
• Google Fonts, Google Maps, and YouTube embed requests used to display website content.
• Social media, messaging, analytics, or advertising cookies where such tools are enabled or where you click through to those platforms.

You can usually control cookies through your browser settings. Blocking some cookies or scripts may affect website display, booking widget functionality, maps, videos, or other services.

Sharing & Transfers

We may share personal information where reasonably necessary with:

• Booking engine providers, channel managers, online travel agencies, payment providers, banks, and fraud prevention providers.
• Property operations teams, housekeeping, maintenance, security, customer service, accounting, legal, insurance, and professional advisers.
• Technology vendors that host, support, secure, or maintain our website, email, documents, reservation records, communication channels, and business systems.
• Government authorities, regulators, courts, law enforcement, tax authorities, or other parties where required or permitted by law.
• Another business owner, operator, or adviser if there is a restructuring, sale, transfer, financing, or similar business transaction involving the property or business.

Some providers may process information outside Malaysia or your country of residence. Where this happens, information may be subject to the laws of those countries. We take reasonable steps to work with providers that apply appropriate confidentiality, security, and privacy safeguards.

Retention & Security

We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to manage bookings and stays, provide support, comply with accounting and legal requirements, resolve disputes, maintain business records, and protect our rights.

We use reasonable administrative, technical, and organisational measures to protect personal information against accidental loss, misuse, unauthorised access, disclosure, alteration, or destruction. No website, messaging service, booking engine, payment system, or internet transmission can be guaranteed to be completely secure.

Your Rights

Subject to applicable law, including the Malaysia Personal Data Protection Act 2010 where relevant, you may request to access, correct, update, withdraw consent for, or ask questions about personal information we hold about you.

• You may opt out of non-essential marketing messages by contacting us or using any unsubscribe method provided in the message.
• Withdrawing consent may affect our ability to provide certain services, such as processing a booking or sending check-in instructions.
• We may need to verify your identity before responding to privacy-related requests.
• Requests involving third-party platforms may need to be made directly to the relevant provider if they control the information or account settings.

Contact Us

For questions about this Privacy Policy or our handling of personal information, please contact us using the details below.