Privacy Policy

Cielo Dorado Resort & Spa S.A. ("Cielo Dorado", "we", "our", or "us"), operating the website cielodorado.cl, is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose and safeguard your information when you visit our website or make a reservation.

1. Information We Collect

We may collect the following categories of personal information:

• Identification data: full name, nationality, passport or identity document number, date of birth.
• Contact data: email address, telephone number, postal address.
• Reservation data: arrival and departure dates, room type, special requests, payment information (processed securely through our payment provider; we do not store full card numbers).
• Technical data: IP address, browser type, device identifiers, pages visited, and cookies as described in our Cookie Policy section below.
• Correspondence data: any communications you send us via the contact form, email or telephone.

2. How We Use Your Information

We use your personal information for the following purposes:

• To process and manage your accommodation reservation.
• To provide requested services including spa treatments, dining reservations, transfers and event arrangements.
• To communicate with you about your stay and respond to enquiries.
• To send you marketing communications (only with your explicit consent, which you may withdraw at any time).
• To comply with Chilean legal obligations under Law 19.628 on Protection of Private Life.
• To improve our services and website through analytics.
• To fulfil our legitimate interests in preventing fraud and ensuring the security of our premises.

3. Cookies

Our website uses cookies — small text files stored on your device. We use three categories:

• Essential cookies: Required for core website functionality such as session management. These cannot be disabled.
• Analytics cookies: Help us understand how visitors interact with our website (e.g., Google Analytics). Enabled only with your consent.
• Marketing cookies: Used to deliver relevant advertisements. Enabled only with your consent.

You can manage your cookie preferences at any time via the banner displayed on your first visit or by contacting us directly.

4. Data Sharing

We do not sell your personal data. We may share your information with:

• Our service providers (e.g., payment processors, email platforms, transfer companies) who are contractually bound to protect your data.
• Chilean regulatory authorities when required by law.
• Our insurance providers or legal representatives when strictly necessary.

5. International Transfers

Your data is primarily processed in Chile. If data is transferred internationally, we ensure adequate protections are in place in accordance with Chilean data protection law.

6. Data Retention

We retain personal data for as long as necessary to fulfil the purposes outlined in this policy, typically no longer than five years after your last stay, unless longer retention is required by law.

7. Your Rights

Under Chilean Law 19.628, you have the right to: access your personal data, correct inaccurate data, request deletion of your data, and oppose processing in certain circumstances. To exercise these rights, contact us at [email protected].

8. Security

We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, loss, or destruction. Our payment processing complies with PCI-DSS standards.

9. Minors

Our website is not directed at individuals under 18 years of age. We do not knowingly collect personal data from minors without parental consent.

10. Casino Lounge Notice

The Casino Dorado Lounge is exclusively available to resort guests aged 18 and over. Participation in gaming activities is voluntary and for entertainment purposes only. We process identification data in accordance with Chilean gaming regulations (Law 19.995) for access to the lounge.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by posting a notice on our website. Your continued use of our services after changes become effective constitutes acceptance of the revised policy.

12. Contact Us

For any privacy-related enquiries, please contact our Data Protection Officer at:
Cielo Dorado Resort & Spa S.A.
Camino El Arrayán 4600, Lo Barnechea, Santiago, Chile
Email: [email protected]
Tel: +56 2 2950 4600