Privacy policy

Hôtel La Réserve & Spa – L’Annexe by La Réserve

SAS La Réserve places particular importance on protecting the personal data of its customers and visitors.

The purpose of this privacy policy is to inform you, clearly and transparently, about the collection, use, retention, and protection of your personal data when you browse our website, make reservations, and stay at our establishments.

We undertake to process your data in accordance with the General Data Protection Regulation (GDPR) and applicable French legislation.

1. Data controller

The controller responsible for processing personal data is:

Company name: SAS La Réserve
Address: Esplanade du Lac, 2 avenue du 19 Novembre, 88400 Gérardmer, France
SIRET number: 503 631 350 00017
Email address: contact@lareserve-gerardmer.fr
Website: www.lareserve-gerardmer.fr

This policy applies to data processing carried out by SAS La Réserve as part of the operation of Hôtel La Réserve & Spa, L’Annexe by La Réserve, and related services.

2. Data collected and purposes

We collect only the personal data necessary for managing our reservations, our services, and our customer relationships.

2.1 – Information requests and contact form

When a visitor contacts us by phone, email, or through the contact form on our website, we may collect:

First and last name
Email address
Phone number
Information provided in the message

Purposes: responding to information requests, preparing quotes, organizing stays, and offering additional services.

Legal basis: our legitimate interest in responding to requests received, or the performance of pre-contractual measures when the request concerns a reservation or a quote.

2.2 – Reservations and stays

When a reservation is made directly with our establishment, by phone, on our website, or through a booking platform, we may collect:

First and last name
Postal address
Email address
Phone number
Dates of stay
Number of guests
Booked room category
Additional services requested
Information necessary for billing and payment
Communications relating to the reservation and stay

Purposes:

Registering and confirming reservations
Organizing guests’ welcome and stay
Managing hotel services and additional services
Ensuring the billing and payment of services
Processing requests and any complaints
Complying with our legal, tax, and accounting obligations

Legal bases: performance of the hotel contract, compliance with legal obligations, and, depending on the processing concerned, the establishment’s legitimate interest.

The information essential for the reservation is indicated at the time of collection. Its absence may prevent confirmation or management of the stay.

2.3 – Bank guarantees and pre-authorizations

As part of reservations, our establishment may request bank card details in order to guarantee the reservation and the stay.

A bank pre-authorization of €200 is required in accordance with the reservation and stay conditions communicated to the customer.

This pre-authorization does not constitute immediate payment. However, it may result in the temporary unavailability of the amount concerned, depending on the conditions applied by the customer’s bank.

For reservations made by phone, bank details are entered by our authorized staff into the Medialog system. After registration, only the last four digits of the card remain visible to our team.

Payments and bank guarantees may also be processed by the payment solutions associated with Medialog Paiement and our D-Edge online booking system.

Access to bank data is limited to operations necessary for managing reservations, guarantees, and payments.

Their processing and retention are subject to the security requirements applicable to payment data.

Legal basis: performance of the hotel contract and the reservation conditions accepted by the customer.

2.4 – Spa La Forêt and additional services

When a customer books access to Spa La Forêt, a massage, or another additional service, we may process the information necessary for organizing that service.

Purposes:

Registering and organizing booked services
Ensuring their billing
Communicating with the customer regarding their reservation

Legal basis: performance of the service contract.

We ask customers not to provide medical data in general contact or reservation forms.

If health information is exceptionally necessary for a service, it must be subject to specific collection and protection arrangements adapted to its nature.

2.5 – Gift vouchers

When purchasing or using a gift voucher, we may collect:

The identity and contact details of the purchaser
Information necessary for payment
The beneficiary’s name, when provided
Information relating to the gift voucher and its use

Purposes:

Managing gift voucher orders
Issuing and sending the vouchers
Ensuring their tracking and use
Organizing the corresponding services

Legal bases: performance of the contract and compliance with applicable legal obligations.

2.6 – Browsing data and cookies

When visiting our website, certain technical data may be collected, including:

IP address
Browser type
Connection data
Pages viewed
Information necessary for the operation and security of the site

This data may be used to ensure the operation of the site, secure browsing, and measure traffic when statistical tools are installed.

Legal bases: legitimate interest for certain technical and security processing operations, or consent when required.

2.7 – Commercial communications

When promotional communications are offered, customers’ contact details may be used in compliance with the regulations applicable to commercial prospecting.

When consent is required, it is obtained beforehand.

Recipients may object at any time to receiving commercial communications, in particular by means of an unsubscribe link when one is provided, or by contacting our establishment directly.

3. Data recipients

Personal data is primarily intended for authorized members of the Hôtel La Réserve & Spa team.

It may also be transmitted, within the limits of what is necessary, to service providers involved in managing our activities:

Medialog: hotel management software and associated payment solutions
D-Edge: online distribution and booking
Booking platforms: including Booking.com and Expedia, depending on the channel used
Secure payment providers
Website hosting and maintenance provider
Service providers responsible for managing gift vouchers, where applicable
Accounting and administrative service providers
Legally authorized authorities, when required by regulations

Some partners, including booking platforms, may act as independent data controllers and apply their own privacy policy.

Our service providers acting as processors are required to comply with appropriate confidentiality and security obligations.

We do not sell or rent our customers’ personal data to third parties for advertising purposes.

When data is transferred outside the European Economic Area, such transfers must comply with the conditions provided for by the GDPR, in particular the applicable safeguards.

Information relating to transfers actually carried out and their safeguards may be obtained from our establishment.

4. Retention periods

Personal data is kept only for as long as necessary for its use and then, where applicable, archived in accordance with legal obligations and applicable limitation periods.

Retention periods are determined according to the categories of data and their purposes:

Information requests: for the duration of the processing of the request and the time necessary for its follow-up.
Reservations and stays: for the duration of the contractual relationship, then for the applicable retention or limitation periods.
Invoices and accounting documents: ten years where this period is legally required.
Gift vouchers: during their management and use, then according to the applicable legal obligations.
Bank data: for the periods strictly necessary for guarantee, payment, dispute operations, and obligations applicable to means of payment.
Commercial prospecting data: for the periods authorized by the applicable regulations.
Cookies and browsing data: according to their purpose, nature, and the applicable rules.

Data is not kept indefinitely.

At the end of the applicable periods, it is deleted, anonymized, or archived where required by law.

5. Data security and confidentiality

SAS La Réserve implements appropriate technical and organizational measures to protect personal data against unauthorized access, loss, alteration, or disclosure.

These measures include in particular:

The use of a secure HTTPS connection for the website
Restricting access to authorized persons
The use of professional hotel management software
The use of secure payment solutions
Protecting IT tools and access to data

Bank details provided as part of reservations are entered into the systems intended for this purpose.

In the Medialog system used by our establishment, only the last four digits of the card are visible to our team after registration.

Payment and pre-authorization operations are carried out using the professional solutions used by the establishment, according to the security measures put in place by their providers.

The establishment ensures that access to bank information is limited to authorized persons and necessary operations only.

6. Rights of data subjects

In accordance with the GDPR, you have, under the conditions provided for by the regulations, the following rights:

Right of access: obtain information about the personal data concerning you and receive a copy of it.
Right to rectification: request the correction of inaccurate or incomplete data.
Right to erasure: request the deletion of your data in the cases provided for by the regulations.
Right to restriction: request the temporary restriction of certain processing.
Right to object: object to certain processing, in particular commercial prospecting.
Right to portability: receive certain data in a structured format or request its transmission to another organization when the legal conditions are met.
Right to withdraw your consent: at any time, when processing is based on it, without affecting the lawfulness of processing carried out beforehand.

To exercise your rights, you may contact our establishment:

By email: contact@lareserve-gerardmer.fr

By post:

SAS La Réserve
Esplanade du Lac
2 avenue du 19 Novembre
88400 Gérardmer

We will respond to your request within the time limits provided for by the regulations.

Proof of identity may be requested only in the event of reasonable doubt as to your identity.

If you believe that your rights are not being respected, you may lodge a complaint with the Commission nationale de l’informatique et des libertés (CNIL).

7. Cookies and trackers

Our website may use cookies and other trackers necessary for its operation, security, or the production of visitor statistics.

Cookies strictly necessary for the operation of the site do not require prior consent.

For cookies and trackers subject to consent, such consent must be obtained before they are placed or read.

When such trackers are used, visitors have the option to accept them, refuse them, and change their choice.

Information relating to the categories of cookies, their purposes, their providers, and their retention periods is specified according to the tools actually installed on the site.

8. Changes to the privacy policy

SAS La Réserve reserves the right to amend this privacy policy in order to take account of legal, regulatory, technical, or organizational developments.

Any updated version will be published on the website.

Last updated: 26 October 2026

SAS LA RÉSERVE – HÔTEL LA RÉSERVE & SPA – L’ANNEXE BY LA RÉSERVE – SPA LA FORÊT – GÉRARDMER