1. Introduction
 

Marmotte Chalets is committed to protecting the privacy and Personal Data of its website visitors, prospective guests, former guests, current guests and other individuals who contact or interact with us.

This Privacy Policy explains:

• what Personal Data we collect;

• why and how we use it;

• the legal bases on which we process it;

• who may receive it;

• how long we retain it;

• how international transfers are managed; and

• the rights available to individuals under applicable data protection law.

This Privacy Policy applies to the website www.marmottechalets.com and to Personal Data processed in connection with enquiries, bookings, guest communications, payments, marketing activities and stays at Marmotte Chalets properties.
 

2. Data Controller
 

The Data Controller responsible for the processing described in this Privacy Policy is:
Peter Mark BENNETT
Trading as Marmotte Chalets
112c Chemin du Plan
74110 Morzine
France

SIREN/SIRET: 935 088 419

Privacy and data protection contact: info@lamarmottemorzine.com

Before publication, the exact registered company or business name, legal form and applicable French company registration number must be inserted in this section.
 

3. Applicable legislation
 

Personal Data is processed in accordance with applicable data protection legislation, including:

• Regulation (EU) 2016/679, the General Data Protection Regulation (“GDPR”);

• French Law No. 78-17 of 6 January 1978 relating to information technology, files and civil liberties, as amended; and

• applicable French and European rules relating to electronic communications, cookies and similar tracking technologies.
   

4. Personal Data we collect
 

Depending on how a User interacts with us, we may collect the following categories of Personal Data.
 

4.1 Identification and contact information
 

This may include:

• first name and surname;

• email address;

• telephone number;

• postal address;

• country of residence; and

• preferred language.
   

4.2 Booking and accommodation information
 

This may include:

• arrival and departure dates;

• property booked;

• number and names of guests;

• number and ages of children, where relevant;

• booking reference;

• booking channel;

• bed configuration;

• estimated arrival time;

• access and check-in information;

• requests concerning the stay; and

• communications relating to the booking.
   

4.3 Payment and transaction information
 

This may include:

• booking price;

• payment status;

• payment method;

• billing information;

• invoicing information;

• refunds;

• security deposits; and

• limited payment card information made available by the payment provider, such as the card type or final digits.

Full payment card details are normally collected and processed directly by the relevant payment service provider and are not stored by Marmotte Chalets.
 

4.4 Communications
 

We may retain communications sent through:

• contact forms;

• email;

• telephone;

• messaging services;

• booking platforms;

• Smoobu;

• Zoho Campaigns; and

• social-media platforms.
   

4.5 Technical and Usage Data
 

When Users visit the website, certain technical information may be collected automatically, including:

• IP address;

• browser type and version;

• device type;

• operating system;

• language settings;

• approximate location derived from the IP address;

• date and time of access;

• pages visited;

• referring website;

• interactions with the website;

• advertising and campaign attribution information; and

• diagnostic, security and server-log information.
   

4.6 Marketing preferences
 

We may collect information about:

• newsletter subscriptions;

• marketing consent;

• the legal basis recorded for sending marketing communications;

• unsubscribe requests;

• objections to direct marketing;

• communication preferences;

• email delivery information;

• email opens, where permitted and enabled;

• interactions with links contained in marketing emails; and

• previous bookings or stays relevant to customer communications.
   

4.7 Information concerning particular requirements
 

Guests may voluntarily provide information relating to accessibility, allergies, dietary requirements or other particular requirements concerning their stay.

Users should avoid providing sensitive or special-category Personal Data unless it is genuinely necessary. Where such information is provided, it will only be processed to the extent necessary to respond to the request and where permitted by applicable law.
 

5. How Personal Data is collected
 

Personal Data may be collected:

• directly from the User;

• through the website;

• through a contact or booking form;

• through email, telephone or messaging services;

• through a booking platform such as Airbnb, Booking.com or another accommodation platform;

• through the Smoobu property management and booking system;

• through Zoho Campaigns;

• through payment service providers;

• from a person making a booking on behalf of other guests;

• through cookies and similar technologies; or

• from service providers involved in delivering the accommodation service.

Where a person provides Personal Data relating to another guest, that person must ensure that they are authorised to provide the information and that the other guest has been informed about this Privacy Policy.
 

6. Purposes and legal bases of processing
 

We process Personal Data only when there is a valid legal basis for doing so.
 

6.1 Responding to enquiries and quotation requests
 

We process contact and enquiry information to answer questions, provide availability and pricing information and prepare a possible booking.

Legal basis: taking steps at the User’s request before entering into a contract and, where applicable, our legitimate interest in responding to enquiries.
 

6.2 Managing bookings and accommodation services
 

We process booking and guest information to:

• register and confirm reservations;

• provide accommodation;

• organise check-in and check-out;

• prepare the property;

• arrange the requested bed configuration;

• communicate with guests;

• provide access instructions;

• handle changes and cancellations;

• manage deposits, charges and refunds; and

• provide customer support.

Legal basis: performance of a contract or taking steps before entering into a contract.
 

6.3 Processing payments
 

Payment and transaction information is processed to:

• collect amounts due;

• authorise and complete transactions;

• manage deposits and refunds;

• issue payment confirmations or invoices;

• prevent fraudulent transactions; and

• maintain financial and accounting records.

Legal basis: performance of a contract, compliance with legal obligations and legitimate interests relating to payment security and fraud prevention.
 

6.4 Compliance with legal obligations
 

We may process and retain Personal Data to comply with accounting, tax, tourist accommodation, public safety, consumer protection and other legal or regulatory obligations.

Personal Data may also be disclosed to courts, regulators, law-enforcement bodies, tax authorities or other competent public authorities where required by law.

Legal basis: compliance with a legal obligation.
 

6.5 Website operation and security
 

Technical information and system logs may be processed to:

• operate the website;

• maintain website security;

• detect errors;

• prevent fraud or misuse;

• investigate technical incidents; and

• protect the website, our systems and Users.

Legal basis: our legitimate interest in maintaining a secure and functional website.
 

6.6 Website analytics
 

Analytics tools are used, subject to the User’s cookie preferences and applicable consent requirements, to:

• understand how the website is used;

• measure website traffic;

• identify the most visited pages;

• understand how Users reach the website;

• measure the performance of content and campaigns;

• detect technical issues; and

• improve website content, navigation and performance.

The analytics tools currently used include Google Analytics 4 and related Google measurement technologies.

Legal basis: the User’s consent where required for the placement or use of analytics cookies or similar tracking technologies.
 

6.7 Advertising, conversion tracking and remarketing
 

Subject to the User’s prior consent, Marmotte Chalets uses advertising and measurement technologies including Google Ads and Meta Pixel.

These technologies may be used to:

• measure advertising conversions;

• determine whether a User completed an enquiry or booking after interacting with an advertisement;

• assess campaign performance;

• attribute visits and conversions to advertising campaigns;

• create advertising audiences;

• limit the repeated display of advertisements;

• display advertising based on previous interactions with the website; and

• improve the relevance of advertising.

Legal basis: the User’s consent.

Users can refuse or withdraw their consent at any time through the website’s cookie settings.
 

6.8 Newsletters and marketing communications
 

Marmotte Chalets uses Zoho Campaigns to manage its mailing lists and send newsletters and other marketing communications.

Marketing communications may include:

• accommodation availability;

• seasonal offers;

• promotions;

• information about Marmotte Chalets properties;

• information about Morzine;

• information relevant to planning a future stay; and

• services similar to accommodation services previously booked by the recipient.

Prospective guests and other individuals who have not previously purchased or booked services from Marmotte Chalets will generally receive marketing communications only where they have provided valid consent.

Former guests and existing customers may receive information about Marmotte Chalets and services similar to those they have previously booked where permitted by applicable law and where they were given a clear opportunity to object to such communications.

Every marketing email will:

• identify Marmotte Chalets as the sender;

• contain a clear and accessible unsubscribe option; and

• allow the recipient to object to future marketing communications free of charge.

A recipient may unsubscribe or object to direct marketing at any time. Once an objection has been received, the relevant contact details may be retained on a suppression list solely to ensure that no further unwanted marketing is sent.

Legal basis: the User’s consent or, where permitted for communications to former guests and existing customers concerning similar services, Marmotte Chalets’ legitimate interest in promoting its accommodation services and maintaining its customer relationships.
 

6.9 Establishing and defending legal claims
 

Personal Data may be processed and retained where necessary to establish, exercise or defend legal claims.Legal basis: our legitimate interest in protecting our legal rights.

 

7. Mandatory and optional information
 

 

Information marked as mandatory in a form is required to process the relevant enquiry or booking.

Failure to provide mandatory information may prevent Marmotte Chalets from responding to the request, completing a booking, processing a payment or providing the accommodation service.

Where information is identified as optional, Users may choose not to provide it without affecting the main service.
 

8. Service providers and recipients

 

Personal Data may be accessed by authorised members of Marmotte Chalets and by service providers that assist us in operating the website and providing accommodation services.

 

Recipients may include:

• website hosting and technical service providers;

• property management and booking software providers;

• payment service providers;

• banks and financial institutions;

• accountants, lawyers, insurers and professional advisers;

• property managers, housekeepers, maintenance providers and other operational staff;

• email and communications providers;

• newsletter and customer-relationship-management providers;

• analytics and advertising providers;

• booking channels and travel platforms;

• fraud-prevention and security providers; and

• public authorities where disclosure is legally required.

These recipients receive only the Personal Data reasonably necessary for their respective functions.

Where a provider acts as a processor on our behalf, it is required to process Personal Data according to our instructions, apply appropriate security measures and comply with applicable data protection legislation.
 

9. Website, booking and management platforms
 

9.1 Wix
 

The Marmotte Chalets website is created, operated and hosted using services provided by Wix.

Wix may process:

• IP addresses;

• browser and device information;

• server logs;

• website Usage Data;

• cookie preferences;

• information submitted through website forms; and

• technical and security information.

Wix processes this information in accordance with its own privacy terms and, where it acts on behalf of Marmotte Chalets, as a service provider or Data Processor.
 

9.2 Smoobu
 

Marmotte Chalets uses Smoobu as its property management system, channel manager, booking engine and guest communication platform.

Smoobu may process:

• guest names;

• contact information;

• booking dates;

• property and booking details;

• booking prices;

• payment status;

• guest requirements;

• guest communications; and

• information received from connected booking channels.

Smoobu generally acts as a Data Processor in relation to guest information processed on behalf of Marmotte Chalets. It may also process certain information for its own legitimate operational, legal and security purposes, as explained in its own privacy documentation.
 

9.3 Booking platforms
 

Where a booking is made through Airbnb, Booking.com or another third-party booking platform, that platform will process Personal Data in accordance with its own privacy policy.

The booking platform may share the information necessary to manage the reservation with Marmotte Chalets and Smoobu.

Depending on the booking channel and services provided, the third-party platform may act as an independent Data Controller for some of its processing activities.
 

10. Payment processing
 

Marmotte Chalets accepts and manages payments through different payment methods and systems, depending on the booking channel, property and type of reservation.

Payments may be processed through:

• Stripe;

• payment services connected to Smoobu;

• payment systems provided by Airbnb, Booking.com or other booking platforms;

• credit or debit card payment services;

• bank transfer;

• banks and financial institutions; and

• other payment providers made available during the booking process.

Payment providers may collect:

• cardholder name;

• billing details;

• payment card information;

• bank account information where relevant;

• transaction details;

• payment status;

• IP address;

• device information; and

• fraud-prevention and security information.

Payment providers process this information in accordance with their own privacy documentation and applicable payment-security requirements.

Marmotte Chalets does not normally receive or store full payment card numbers or card security codes when these are processed directly by an authorised payment provider.

Only the information required to confirm, reconcile and manage the transaction is shared with or received from the relevant payment provider.

​

11. Analytics and advertising services
 

11.1 Google Analytics 4
 

The website uses Google Analytics 4 to measure and analyse website use, subject to the User’s cookie preferences and applicable consent requirements.

Google Analytics may process information such as:

• online identifiers;

• IP-derived approximate location;

• browser and device information;

• session information;

• pages viewed;

• website interactions;

• events and conversions; and

• referral and campaign information.

Google Analytics is activated only where the required consent has been obtained, unless a particular configuration qualifies for a specific exemption under applicable law.
 

11.2 Google Ads
 

The website uses Google Ads conversion tracking and remarketing technologies after the User has consented to advertising cookies.

These technologies help Marmotte Chalets understand whether an advertisement resulted in a website visit, enquiry or booking and may be used to create and manage advertising audiences.

11.3 Meta Pixel
 

The website uses Meta Pixel, subject to the User’s prior consent, to measure interactions with advertisements displayed through Facebook, Instagram and other Meta services.

Meta Pixel may process:

• browser and device information;

• IP address;

• pages visited;

• interactions with the website;

• advertising identifiers;

• referral information; and

• actions such as enquiries or booking-related events.

Meta may use the information received for measurement, security, analytics, advertising and other purposes described in its own privacy documentation.
 

11.4 Consent withdrawal
 

Users may accept, refuse or withdraw consent for analytics and advertising technologies at any time through the website’s cookie settings.

Withdrawing consent does not affect the lawfulness of processing carried out before the withdrawal.
 

12. External content and social-media integrations
 

The website integrates or displays external content and services including:

• Google Maps;

• Instagram;

• Facebook;

• Vimeo;

• Tripadvisor; and

• other travel, mapping, video or social-media platforms where relevant.

These integrations allow Users to:

• view maps and property locations;

• view social-media content;

• watch videos;

• view ratings or reviews;

• visit external profiles; and

• interact with third-party platforms.

When external content is loaded, the relevant provider may receive:

• the User’s IP address;

• browser and device information;

• the page visited;

• cookie identifiers;

• account information where the User is signed in to the external platform; and

• information about the User’s interaction with the embedded content.

Where required, external content that uses non-essential cookies or tracking technologies will not load until the User has provided consent.

Users who interact with an external platform are also subject to the privacy settings, terms and privacy policy of that platform.Logging out of an external platform may reduce the ability of that platform to associate the User’s visit to the Marmotte Chalets website with their external account, although it may not prevent all processing.

 

13. Zoho Campaigns and email marketing
 

 

Marmotte Chalets uses Zoho Campaigns to:

• store and organise marketing contacts;

• manage newsletter subscriptions;

• record marketing preferences;

• send newsletters and promotional communications;

• manage unsubscribe and objection requests;

• monitor delivery and technical errors;

• measure interactions with campaigns; and

• maintain suppression lists.

Zoho Campaigns may process:

• first name and surname;

• email address;

• telephone number, where included;

• subscription source;

• subscription status;

• legal basis for processing;

• consent information;

• marketing preferences;

• booking or customer status;

• date and time of subscription;

• technical delivery information;

• email opens, where enabled and legally permitted;

• clicks on links; and

• unsubscribe or objection information.

Zoho processes this information in accordance with its own privacy documentation and the contractual terms applicable to the Marmotte Chalets account.

Marmotte Chalets remains responsible for determining:

• which contacts are added to Zoho Campaigns;

• the purposes for which campaigns are sent;

• the legal basis for sending communications;

• which recipients receive each campaign; and

• how requests to unsubscribe or exercise data protection rights are handled.
   

14. Cookies and similar technologies
 

The website uses cookies and similar technologies.
 

14.1 Strictly necessary cookies
 

Strictly necessary cookies are required to:

• operate the website;

• maintain security;

• remember privacy preferences;

• enable essential website functions;

• support the booking process; and

• enable payment functions.

These cookies may be used without consent where permitted by applicable law.
 

14.2 Analytics cookies
 

Analytics cookies and similar technologies are used to measure website traffic, understand website use and improve website performance.

These may include cookies and identifiers used by Google Analytics 4.

Analytics cookies will only be used after consent where applicable law requires consent.
 

14.3 Advertising cookies
 

Advertising cookies and similar technologies may be used by Google Ads, Meta Pixel and other advertising providers to:

• measure conversions;

• attribute enquiries or bookings to advertisements;

• create audiences;

• display personalised or relevant advertisements; and

• measure advertising performance.

These technologies will only be activated after the User has provided consent.
 

14.4 External-content cookies
 

Google Maps, Instagram, Facebook, Vimeo and Tripadvisor may use cookies or similar technologies when their content is displayed.

Where these technologies are not strictly necessary, the relevant external content may remain blocked until the User provides consent.
 

14.5 Managing cookie preferences
 

Users can:

• accept or reject categories of cookies through the cookie banner;

• make separate choices for different cookie categories;

• change their preferences through the website’s cookie settings;

• withdraw consent at any time; and

• delete existing cookies through their browser settings.

Refusing non-essential cookies will not prevent access to the main content of the website, although some maps, videos, social-media elements or personalised functions may not be available.

More detailed information about individual cookies, providers, purposes and lifetimes should be included in the website’s separate Cookie Policy or cookie preference panel.
 

15. International transfers
 

Some of the service providers used by Marmotte Chalets may process Personal Data outside France or the European Economic Area.

This may include providers involved in:

• website hosting;

• property management;

• payments;

• email marketing;

• analytics;

• advertising;

• social media;

• video hosting;

• maps; and

• booking platforms.

Where Personal Data is transferred to a country outside the European Economic Area, Marmotte Chalets will ensure that an appropriate transfer mechanism is used where required.

This may include:

• a European Commission adequacy decision;

• the EU–US Data Privacy Framework, where the US recipient is validly certified;

• European Commission Standard Contractual Clauses;

• supplementary technical and organisational safeguards; or

• another legally recognised transfer mechanism.

Users may contact info@lamarmottemorzine.com for further information about the safeguards applicable to a particular international transfer.
 

16. Data retention
 

Personal Data will not be retained for longer than necessary for the purpose for which it was collected, subject to applicable legal, accounting and limitation requirements.

The following general retention periods may apply.
 

16.1 Enquiries without a booking
 

Enquiry and prospective-customer information may be retained for up to three years from its collection or from the last meaningful contact from the individual.
 

16.2 Booking and contractual information
 

Booking and contractual information may be retained for the duration of the contractual relationship and for up to five years after the end of the relationship where necessary to establish, exercise or defend legal claims.
 

16.3 Accounting and invoicing information
 

Invoices, payment records and accounting documents may be retained for ten years in accordance with applicable French accounting requirements.
 

16.4 Marketing information relating to prospective guests
 

Marketing information relating to prospective guests may be retained until consent is withdrawn or for up to three years after its collection or the last meaningful contact, unless another lawful retention period applies.
 

16.5 Marketing information relating to former guests
 

Information used to send promotions to former guests may be retained for the period during which Marmotte Chalets has a relevant customer relationship with the individual and, in general, for up to three years after the last booking, stay or meaningful interaction.

At the end of this period, Marmotte Chalets may request new consent before continuing to send marketing communications.
 

16.6 Unsubscribe and objection records
 

Limited information necessary to ensure that an unsubscribe or objection request continues to be respected may be retained for at least three years.

This information will only be used to prevent further unwanted marketing.
 

16.7 Cookie preferences
 

Cookie consent and refusal choices will normally be remembered for an appropriate limited period.

Users may be invited to renew their choices after approximately six months or sooner where the purposes, technologies or providers materially change.
 

16.8 Legal obligations and disputes
 

Data may be retained for a longer period where required by law, requested by a competent authority or necessary in connection with an actual or potential legal dispute.

At the end of the applicable retention period, the information will be deleted, anonymised or securely archived where continued retention is legally required.
 

17. Security
 

Marmotte Chalets applies appropriate technical and organisational measures designed to protect Personal Data against:

• accidental or unlawful destruction;

• loss;

• alteration;

• unauthorised disclosure;

• unauthorised access; and

• other unlawful processing.

Measures may include:

• access controls;

• secure passwords;

• account authentication;

• restricted user permissions;

• encryption where appropriate;

• secure payment systems;

• backups;

• software updates;

• staff confidentiality measures; and

• contractual safeguards with service providers.

No internet transmission or storage system can be guaranteed to be completely secure. Users should therefore take reasonable precautions when communicating information online.
 

18. Users’ rights
 

Subject to the conditions and limitations established by applicable law, Users may exercise the following rights:

• Right of access: to obtain confirmation of whether their Personal Data is processed and receive a copy.

• Right to rectification: to correct inaccurate or incomplete Personal Data.

• Right to erasure: to request deletion of Personal Data in certain circumstances.

• Right to restriction: to request that processing be restricted in certain circumstances.

• Right to object: to object to processing based on legitimate interests or to direct marketing.

• Right to data portability: to receive certain Personal Data in a structured, commonly used and machine-readable format.

• Right to withdraw consent: to withdraw consent at any time where processing is based on consent.

• Right not to be subject to certain automated decisions: where a decision is based solely on automated processing and produces legal or similarly significant effects.

• Right to lodge a complaint: to submit a complaint to the competent data protection authority.

• Post-mortem rights: where applicable under French law, to issue instructions concerning the handling of Personal Data after death.

Users have the right to object to direct marketing at any time and without providing a reason.

Where a User objects to direct marketing, Marmotte Chalets will stop using their Personal Data for that purpose.
 

19. Exercising data protection rights
 

Requests concerning Personal Data should be sent to:

info@lamarmottemorzine.com

The request should clearly identify the right being exercised and provide sufficient information to locate the relevant Personal Data.

Where there are reasonable doubts concerning the requester’s identity, Marmotte Chalets may request additional information necessary to verify the identity of the requester.

Excessive or unnecessary identity documentation will not be requested.

Requests will normally be answered within one month of receipt. This period may be extended by a further two months where necessary because of the complexity or number of requests.

The requester will be informed of any extension within the initial one-month period.

Rights are generally exercised free of charge.

A reasonable fee may be charged, or a request may be refused, where a request is manifestly unfounded or excessive, particularly because of its repetitive character.
 

20. Complaints
 

Users have the right to lodge a complaint with the French data protection authority:

Commission Nationale de l’Informatique et des Libertés — CNIL

Users may also contact the supervisory authority in the European Union or European Economic Area country in which they habitually reside, work or believe an infringement has occurred.

Individuals are encouraged to contact Marmotte Chalets first at info@lamarmottemorzine.com so that the matter can be investigated and, where possible, resolved.
 

21. Automated decision-making
 

Marmotte Chalets does not normally make decisions producing legal or similarly significant effects based solely on automated processing.

Payment, security, fraud-prevention, advertising and booking providers may use automated systems as part of their services.

Further information about such processing is available in the privacy documentation of the relevant provider.
 

22. Children’s data
 

The website is not intended for children to make bookings independently.

A booking should be completed by an adult.

Information concerning children included in a family or group booking will only be processed where necessary to:

• manage the booking;

• prepare the accommodation;

• comply with legal requirements;

• calculate occupancy or applicable charges; or

• provide the requested accommodation service.

 

23. Third-party websites
 

 

The website may contain links to third-party websites, booking channels, tourism providers, payment services or social-media platforms.

Marmotte Chalets is not responsible for the privacy practices of external websites.

Users should review the privacy information provided by the relevant third party before providing Personal Data or interacting with an external service.
 

24. Legal proceedings and public-authority requests
 

Personal Data may be used where necessary in connection with:

• legal proceedings;

• dispute resolution;

• debt recovery;

• fraud investigations;

• insurance claims; or

• the protection of Marmotte Chalets, its guests, properties or third parties.

Personal Data may also be disclosed where required by a valid legal request from a court, law-enforcement body, regulator, tax authority or other competent public authority.
 

25. Changes to this Privacy Policy
 

Marmotte Chalets may update this Privacy Policy to reflect:

• changes to the website;

• changes to the services or providers used;

• changes to data processing activities;

• changes to booking or payment systems; or

• changes to legal or regulatory requirements.

The revised version will be published on this page with an updated revision date.

Where a change materially affects processing based on consent, new consent will be requested where required.
 

26. Contact
 

For questions about this Privacy Policy or the processing of Personal Data, please contact:

Marmotte Chalets
112c Chemin du Plan
74110 Morzine
France

Email: info@lamarmottemorzine.com