Ante Meridiem Hospitality Pvt. Ltd.

1. Introduction

Ante Meridiem Hospitality Pvt. Ltd., operating under the brand AM Hotels & Resorts and its managed or operated properties, respects the privacy of guests, website visitors, corporate clients, wedding and event customers, vendors and other individuals who interact with us.

This Privacy Policy explains how we collect, use, store, share and protect personal data when you use www.amhotels.in, submit an enquiry, use our booking engine, communicate through WhatsApp or other channels, make a reservation, attend an event, or stay at a property managed or operated by us.

2. Scope of this Policy

This policy applies to personal data collected through:

• www.amhotels.in and related web pages or landing pages.
• Our online booking engine and reservation forms.
• Our CRM, sales, reservation and guest-relationship systems.
• WhatsApp Business, SMS, email, telephone and other authorised communication channels.
• Hotel front office, guest registration, restaurant, banquet, wedding, MICE and corporate enquiry processes.
• Online travel agencies, travel agents and authorised business partners where guest information is shared with us for fulfilment of a booking.
• Payment gateways, payment links and authorised financial service providers.
• Property security, CCTV and Wi-Fi systems where applicable.

3. Categories of Personal Data We May Collect

3.1 Identification and Contact Information

• Name, mobile number, email address and postal address.
• Age or date of birth where required.
• Nationality and government-issued identity details where required by law.
• Passport and visa information for foreign nationals, where applicable.

3.2 Reservation and Stay Information

• Check-in and check-out dates, room category, number of guests and booking source.
• Meal preferences, special requests, accessibility requests and service preferences.
• Previous stays, cancellations, modifications, no-show records and guest feedback.
• Accompanying guest details where required for registration or service fulfilment.

3.3 Commercial and Payment Information

• Booking value, invoices, GST information, payment status and refund details.
• Transaction references and payment method information received from authorised payment providers.
• Corporate, wedding, group, banquet and event contracts and billing information.

4. Website and Booking Engine

Our website may include or connect to an online booking engine that allows users to check availability, view tariffs, select packages, submit guest details and complete or initiate payments.

When you use the booking engine, we may collect and process information necessary to:

• Check room availability and rate eligibility.
• Create, confirm, modify or cancel reservations.
• Send booking confirmations, vouchers, payment links and pre-arrival information.
• Apply promotional codes, packages and eligible offers.
• Prevent duplicate, fraudulent or unauthorised bookings.
• Synchronise reservations with hotel property-management, channel-management or revenue-management systems.

The booking engine may be provided by a specialised third-party technology provider. Such providers may process personal data on our behalf and may also be subject to their own privacy and security obligations.

5. CRM and Guest Relationship Management

We may use a Customer Relationship Management (CRM) system to manage enquiries, reservations, corporate accounts, wedding leads, group bookings and guest relationships.

Information stored in the CRM may include:

• Name, mobile number, email address and company information.
• Enquiry source and property or service of interest.
• Reservation history and sales interactions.
• Wedding, banquet, MICE, corporate or group requirements.
• Follow-up notes, communication history and service requests.
• Marketing consent, opt-out status and communication preferences where recorded.
• Guest preferences reasonably relevant to hospitality service delivery.

CRM access should be limited to authorised personnel based on their business role. We may use CRM information to improve service continuity, avoid repeated data collection, track enquiries and provide relevant offers where permitted.

6. WhatsApp Business and WhatsApp Marketing

6.1 Transactional and Service Messages

We may send WhatsApp messages relating to an active enquiry, reservation or stay, including booking confirmations, payment reminders, directions, check-in information, service updates, event coordination, invoices, feedback requests or other operational communication.

6.2 Promotional and Marketing Messages

Where permitted by applicable law and based on appropriate consent or other lawful grounds, we may send promotional WhatsApp messages about hotel packages, festive offers, weddings, events, corporate programmes, new properties or special campaigns.

You may opt out of promotional WhatsApp messages by replying STOP, UNSUBSCRIBE, or by using another opt-out method communicated in the message. Operational messages necessary for an active booking may still be sent.

6.3 WhatsApp Platform Data

When you communicate with us through WhatsApp, certain information may also be processed by WhatsApp/Meta or the relevant authorised technology provider under their own privacy terms. We do not control the independent processing carried out by such third parties.

7. Other Marketing Communications

Subject to applicable law, we may contact eligible customers through email, SMS, telephone, CRM campaigns, social media or other authorised channels. We aim to maintain appropriate records of consent and opt-out preferences where required.

Marketing communications may be based on previous enquiries, stays, events, property interests or preferences, but we do not intend to use sensitive personal information for unrelated advertising.

8. Cookies, Analytics and Website Technology

Our website may use cookies, pixels, tags, analytics tools and similar technologies for essential functionality, performance measurement, security, session management, conversion tracking and marketing attribution.

Where required, users will be provided appropriate options regarding non-essential cookies. Browser settings may also be used to restrict cookies, although some website or booking functions may then work differently.

9. How We Use Personal Data

We may use personal data to:

• Process and manage bookings, enquiries, payments, cancellations and refunds.
• Provide accommodation, food and beverage, banquet, wedding, corporate and event services.
• Communicate before, during and after a stay or event.
• Operate our booking engine, CRM, hotel systems and customer-support processes.
• Maintain guest history and service preferences for continuity of hospitality service.
• Send eligible promotional communications and measure campaign effectiveness.
• Handle complaints, feedback, disputes, lost-and-found matters and service recovery.
• Protect guests, employees, premises, systems and business interests.
• Prevent fraud, misuse and unauthorised transactions.
• Comply with legal, taxation, accounting, police-registration and regulatory obligations where applicable.
• Conduct internal reporting, analytics, forecasting and business planning.

10. Sharing of Personal Data

We may share personal data, only to the extent reasonably necessary, with:

• Hotels and resorts operated or managed by Ante Meridiem Hospitality Pvt. Ltd.
• Authorised employees and departments including reservations, sales, front office, finance, operations and management.
• Booking-engine, property-management, channel-management, CRM and cloud-service providers.
• WhatsApp Business solution providers, SMS/email service providers and approved communication platforms.
• Payment gateways, banks, payment-link providers and financial institutions.
• Online travel agencies, travel agents, corporate partners and authorised booking partners.
• IT, cybersecurity, website hosting, analytics and technical-support vendors.
• Auditors, insurers, professional advisers and service providers where required.
• Government, police, courts or regulatory authorities where disclosure is legally required.

11. Third-Party Platforms and Integrations

Our website or operational systems may integrate with third-party services such as booking engines, payment gateways, map services, analytics platforms, CRM providers, WhatsApp/Meta services or online travel agencies. These providers may process information under contracts with us and, in some circumstances, under their own privacy policies.

We encourage users to review the privacy terms of third-party services before providing personal information through them.

12. CCTV, Property Security and Wi-Fi

CCTV may be used in appropriate public, entrance, parking, operational and security-sensitive areas for guest safety, property protection, incident investigation and lawful security purposes. CCTV is not intended for areas where guests have a reasonable expectation of complete personal privacy, such as inside guest rooms or bathrooms.

Where hotel Wi-Fi is provided, limited device, access and network information may be processed for connectivity, security, troubleshooting and lawful compliance purposes.

13. Information Relating to Children

Where information about a child is required for accommodation or hospitality services, it should ordinarily be provided by or with the involvement of a parent or lawful guardian. We do not knowingly seek to use children’s personal data for unrelated behavioural advertising or profiling.

14. Data Security

We take reasonable administrative, organisational and technical measures designed to protect personal data against unauthorised access, disclosure, alteration, misuse, loss or destruction. These measures may include access controls, role-based permissions, password policies, vendor safeguards, system monitoring and backups.

No electronic transmission or storage environment can be guaranteed to be completely secure. Users should also protect their devices, passwords and booking information.

15. Data Retention

We retain personal data only for as long as reasonably necessary for the purpose for which it was collected or where retention is required for legal, tax, accounting, contractual, security, fraud-prevention, dispute-resolution or legitimate business-record purposes.

When personal data is no longer reasonably required, it may be securely deleted, anonymised or archived in accordance with applicable requirements and internal retention practices.

16. Your Privacy Choices and Rights

Subject to applicable law and the circumstances of the request, you may request access to information about personal data being processed, correction or updating of inaccurate data, erasure of eligible data, withdrawal of consent, grievance redressal, or cessation of eligible marketing communications.

Withdrawal of consent does not ordinarily affect processing already carried out lawfully before withdrawal, and certain information may still need to be retained where required by law or for permitted operational purposes.

17. Marketing Opt-Out

You can request removal from promotional communication lists through the opt-out method provided in the relevant message, by replying to applicable WhatsApp or SMS communications where supported, or by contacting us at info@amhotels.in.

Please note that transactional and operational communications relating to an active booking, payment, stay, complaint, event or contractual obligation may continue even after promotional communications have been stopped.

18. Data Breach Response

If a personal data breach occurs, we will take reasonable steps to contain and investigate the incident, assess the impact, implement corrective measures and provide notifications where required under applicable law.

19. International Processing

Some technology or service providers may operate infrastructure outside India. Where personal data is processed outside India, we seek to use providers and arrangements consistent with applicable Indian legal requirements and any restrictions notified by competent authorities.

20. Legal and Regulatory Framework

This policy is intended to operate in accordance with applicable laws of India, including the Digital Personal Data Protection Act, 2023 and rules or notifications brought into force from time to time, together with other applicable information-technology, consumer-protection, taxation, hospitality and regulatory requirements.

21. Changes to this Privacy Policy

We may update this Privacy Policy when our services, technology, legal obligations, booking systems, CRM tools or marketing practices change. The latest version will be published on www.amhotels.in with the revised effective date.

22. Contact and Privacy Requests

For privacy questions, access/correction requests, marketing opt-outs or grievances, please contact:

Company	Ante Meridiem Hospitality Pvt. Ltd.
Brand	AM Hotels & Resorts
Website	www.amhotels.in
Email	info@amhotels.in