Privacy Policy

1. Who we are

Urban Bliss Hotel & Conference Centre ("Urban Bliss Hotel", "we", "us", "our") operates a hotel, restaurant, spa, gym and conference facility at Luangwa Avenue, Kabwe, Zambia. This policy applies to urbanblisshotel.com and to the personal information we collect about guests, enquirers, event clients and job applicants through the website, over the phone, by email, or in person at the hotel.

Where this policy refers to "you", it means anyone whose personal information we collect, including website visitors, hotel guests, restaurant and event clients, and careers applicants.

2. Information we collect

Information you give us directly

• Booking and stay details name, email, phone number, ID or passport number, nationality, check-in/check-out dates, number of guests, room preference, and payment details, when you book directly with us or through our booking engine.
• Enquiries and messages anything you send us through a contact form, email, WhatsApp, phone call, or our Facebook page.
• Events and conferences company name, billing contact details, and catering or room-setup requirements for conferences, weddings and banquets.
• Careers applications your CV, cover letter, references and any other information you submit through our Job Openings page.
• On-site information details you give our front desk, restaurant or spa team, such as dietary needs, treatment preferences, or vehicle registration for parking.

Information we collect automatically

• Device and usage data IP address, browser type, pages visited, and time spent on the site, collected through cookies and similar technologies.
• Booking-engine data when you use the "Book Now" search, our booking partner records your search dates, guest numbers and, if you complete a booking, your reservation details.

Information from third parties

• If you book through Expedia, Booking.com, a travel agent, or a corporate travel partner, that platform shares your booking and contact details with us so we can prepare for your stay.
• If you interact with us on Facebook, that platform may share limited profile information with us in line with its own privacy settings.

3. How we use it

We use your personal information to:

• Process room, restaurant, spa and conference bookings, and manage your stay from check-in to check-out;
• Respond to enquiries and requests sent by email, phone, WhatsApp or through the website;
• Send booking confirmations, pre-arrival information, invoices and, where you've agreed to receive them, offers and updates from Urban Bliss Hotel;
• Review job applications and contact candidates about vacancies;
• Maintain the security of our premises, guests and staff, including CCTV in public areas of the hotel;
• Understand how visitors use our website, so we can improve it;
• Meet our legal, tax, immigration and regulatory obligations in Zambia.

4. Cookies & analytics

Our website uses cookies small text files stored on your device to keep the site working properly and to understand how it's used. We use:

• Essential cookies, needed for the booking search tool and basic site functions;
• Analytics cookies (such as Google Analytics, via Google Site Kit), which help us see which pages are popular and how visitors move through the site;
• Advertising cookies (such as Google AdSense), which may be used to measure and, where enabled, display relevant advertising.

You can control or delete cookies at any time through your browser settings. Turning off non-essential cookies won't stop you from browsing the site or making a booking, but some features may work less smoothly.

5. Who we share it with

We don't sell your personal information. We share it only where it's needed to run the hotel or where the law requires it, including with:

• Our booking engine provider (Semper), which processes reservations made through our website;
• Online travel agents such as Expedia and Booking.com, when a booking is made or managed through their platforms;
• Payment processors and banks, to take payment for your stay or event;
• Service providers who support our operations, such as IT, hosting, email and website providers (for example Laska Technologies Limited, our website developer);
• Government and regulatory bodies, including immigration, tax and law enforcement authorities, where we're legally required to;
• Corporate clients or travel agents, where they have arranged and are paying for your stay.

6. How long we keep it

We keep booking and guest records for as long as needed to manage your stay, handle any follow-up queries, and meet our accounting and legal record-keeping obligations, after which we securely delete or anonymise it. Job applications are kept for a reasonable period to consider you for the role applied for and, with your consent, similar future roles, then deleted.

7. Keeping it secure

We use reasonable technical and organisational measures including restricted staff access, secure systems, and trusted third-party providers to protect your personal information against loss, misuse or unauthorised access. No online system is completely secure, so we also ask you to keep any booking references or account details confidential.

8. Your rights

Depending on where you're located, and in line with Zambia's Data Protection Act, you may have the right to:

• Ask what personal information we hold about you and request a copy;
• Ask us to correct information that's inaccurate or incomplete;
• Ask us to delete your information, where we're not required to keep it;
• Withdraw your consent to marketing emails at any time, by using the unsubscribe link or contacting us directly;
• Object to certain uses of your information.

To exercise any of these rights, contact us using the details in Section 12. We may need to verify your identity before acting on a request.

9. Children's privacy

Our website and booking services are intended for adults arranging travel and stays. We don't knowingly collect personal information directly from children. Where a booking includes children as guests, that information is provided by the adult making the booking, for the purpose of arranging their stay.

10. Other websites

Our site links to third-party platforms, including our Facebook page, Expedia, Booking.com, and our external booking engine. Once you leave urbanblisshotel.com, that site's own privacy policy applies we're not responsible for how those platforms handle your information.

11. Changes to this policy

We may update this policy from time to time, for example when we add a new service or booking partner. The "last updated" date at the top of this page shows when it was last revised. We encourage you to check back periodically.

12. Contact us

If you have a question about this policy or how we handle your personal information, get in touch: