This privacy policy ("Policy") describes how Virena Retreat ("Operator", "we", "us", or "our") collects, protects, and uses the personally identifiable information ("Personal Information") you may provide when you access our website and use our hotel booking and tour booking services, along with any related products and services (collectively, the "Website" and "Services"). This Policy also describes the choices available to you regarding our use of your Personal Information and how you can access and update your information. This is a legally binding agreement between you ("User", "you") and us. By accessing and using the Website and Services, you acknowledge that you have read, understood, and agreed to be bound by the terms of this Policy.
Automatic Collection of Information
When you access the Website, our servers may automatically record information that your browser sends, such as the device's IP address, browser type and version, operating system type and version, language preferences, the page you visited previously, the pages you view on the Website, time spent on those pages, the content you search for, access times and dates, and other statistics. This information is used only to identify potential cases of abuse and to compile statistics on the usage and traffic of the Website; it is not aggregated in a way that would identify any particular user.
Collection of Personal Information
You can browse the Website without disclosing your identity. However, to use features such as creating an account, booking a hotel, or booking a tour, you may be asked to provide certain Personal Information. Where necessary, this information may include:
- Personal details such as full name, date of birth, country of residence, and gender
- Contact information such as email address, phone number, and address
- Account details such as username, password, and user ID
- Booking details such as destination, check-in and check-out dates, tour departure dates, number of guests (adults and children), room type, and special requests
- Identification documents for check-in or tour participation (for example, national ID card or passport) where required by law or by the service provider
- Payment information necessary to process transactions (see the "Payment Information" section below)
- Information about travel companions that you provide when booking on their behalf
Some information is collected directly from you; we may also receive information from travel service partners as necessary to complete your booking. You may choose not to provide Personal Information, but you may then be unable to complete a hotel or tour booking or use certain features. If you provide another person's information, you confirm that you have their consent to share it.
Payment Information
When you pay for a hotel or tour booking, the transaction may be processed through third-party payment gateways or financial institutions. We do not store your full payment card details on our systems; card information is handled directly by the payment service provider in accordance with applicable industry security standards. We retain only the transaction information necessary (for example, order ID, amount, time, and payment status) to confirm bookings, issue invoices, process refunds, and resolve disputes.
Use and Processing of Collected Information
Any information we collect from you may be used for the following purposes:
- Create and manage user accounts
- Process, confirm, and manage hotel and tour bookings
- Process payments, issue invoices, and handle refunds
- Send booking confirmations, itinerary notices, and administrative information related to your booking
- Provide customer support and respond to your requests
- Send promotions, special offers, and newsletters (where you have consented)
- Improve user experience and the quality of the Services
- Enforce terms, conditions, and policies, and comply with legal obligations
We process your Personal Information on one or more of the following bases: (i) you have given consent for one or more specific purposes; (ii) processing is necessary to perform a contract/booking with you or for pre-contractual obligations; (iii) processing is necessary to comply with a legal obligation; (iv) processing is necessary for our legitimate interests or those of a third party, to the extent that it does not infringe your rights and legitimate interests.
Managing Information
You may access, update, or delete certain Personal Information through your account or by contacting us. When you delete Personal Information, we may retain an unrevised copy for as long as necessary to complete pending bookings, comply with legal obligations, resolve disputes, and enforce our agreements.
Disclosure and Sharing of Information
To complete a transaction or provide a service you have requested, we may share your Personal Information with:
- The hotels, resorts, accommodation providers, and tour operators you book, to the extent necessary to confirm and fulfill your booking
- Payment gateways and financial institutions to process transactions
- Service providers that support the operation of the Website (for example, server hosting, email delivery, analytics, customer support)
- Competent state authorities where required by law
We do not sell your Personal Information and do not share it with unrelated third parties for their own marketing purposes. Recipients may use the data only as necessary to perform their assigned functions and must apply appropriate security measures. We will also disclose Personal Information where required or permitted by law, or where we believe in good faith that disclosure is necessary to protect the rights and safety of you or others, investigate fraud, or respond to a lawful request from authorities.
International Data Transfers
Some partners (for example, overseas hotels, payment gateways, or technology service providers) may be located in a country other than your country of residence. In such cases, your Personal Information may be transferred and processed outside Vietnam, only to the extent necessary to provide the Services and in accordance with applicable data protection laws. We apply reasonable measures to ensure your data is adequately protected when transferred.
Retention of Information
We retain and use your Personal Information for as long as necessary to provide the Services, comply with legal obligations (including accounting and tax obligations), resolve disputes, and enforce our agreements, unless a longer retention period is required or permitted by law. Once the retention period ends, Personal Information will be deleted or anonymized.
User Rights
In accordance with Vietnamese law on personal data protection, you may exercise the following rights regarding your Personal Information: (i) to be informed about the processing of your data; (ii) to access, view, and obtain a copy of the information being processed; (iii) to request correction or updating of inaccurate information; (iv) to withdraw consent previously given; (v) to object to processing in certain circumstances; (vi) to request restriction of processing; (vii) to request deletion of your Personal Information; (viii) to lodge a complaint with the competent authority. To exercise these rights, please contact us using the details in the "Contacting Us" section. Note that some rights may be limited where retaining information is necessary to fulfill a booking or comply with a legal obligation.
Children's Privacy
We do not knowingly collect Personal Information from children under the age of 16 without the consent of a parent or legal guardian. If you are a minor, please use the Website and Services only under the supervision of a parent or guardian. When a booking includes accompanying children, information about those children is provided by, and is the responsibility of, the adult making the booking. If you believe we have collected a child's information without appropriate consent, please contact us so we can address it.
Cookies
The Website uses "cookies" to personalize your experience, remember your preferences (such as language and currency), and support the booking process. A cookie is a text file stored on your device and can only be read by a server in the domain that issued the cookie. By using the Website, you consent to our use of cookies as described. You may accept or decline cookies; most browsers automatically accept cookies, but you can adjust your settings to decline them. Note that declining certain cookies may affect booking functionality.
Do Not Track Signals
Some browsers offer a Do Not Track feature. There is currently no uniform standard for handling this signal, so the Website is not set up to respond to Do Not Track signals. Even so, we limit our use and collection of Personal Information as described in this Policy.
Email Marketing
We offer newsletters and promotional information that you may voluntarily subscribe to. We are committed to keeping your email address confidential and will not disclose it to third parties, except as described in the information use section or where a third-party email delivery provider is needed. All marketing emails clearly state who the email is from and provide a way to unsubscribe. You may stop receiving marketing emails at any time by following the instructions in the email or by contacting us; however, you will continue to receive essential transactional emails (such as booking confirmations).
Links to Other Resources
The Website contains links to other websites or resources not owned or controlled by us (for example, hotel or partner pages). We are not responsible for the privacy practices of those parties and encourage you to read their privacy policies carefully.
Information Security
We maintain reasonable administrative, technical, and physical safeguards designed to protect against unauthorized access, use, modification, and disclosure of Personal Information within our control. However, no transmission of data over the Internet can be guaranteed to be completely secure. Therefore, while we strive to protect your information, you acknowledge that there are security limitations beyond our control and that absolute security cannot be guaranteed.
Data Breach
If we become aware that the security of the Website has been compromised or that Personal Information has been disclosed to unrelated third parties as a result of external activity, we will take reasonable measures, including investigation, remediation, and notifying and cooperating with the relevant authorities as required by law. Where necessary, we will notify affected individuals through the Website or via email/phone.
Legal Basis
This Policy is designed to comply with Vietnamese laws on personal data protection and information security, including Decree 13/2023/ND-CP on Personal Data Protection, the Law on Cyberinformation Security, the Law on Cybersecurity, the Law on Protection of Consumer Rights, and related guiding documents.
Changes and Amendments
We reserve the right to modify this Policy from time to time. When we make material changes, we will post a notice on the Website or notify you through the contact information you have provided. The updated version becomes effective immediately upon posting unless otherwise specified. Your continued use of the Website and Services after the effective date of the revised Policy constitutes your acceptance of those changes.
Acceptance of This Policy
You acknowledge that you have read this Policy and agree to all of its terms and conditions. By accessing and using the Website and Services, you agree to be bound by this Policy. If you do not agree, you are not authorized to access or use the Website and Services.
Contacting Us
If you have questions about this Policy or wish to exercise your rights regarding your Personal Information, please contact us at:
- Email: Vnsgroup.vns@gmail.com
- Hotline: 0989 69 2323
- Địa chỉ: 104/54 Le Quang Dao Street, Tu Liem Ward, Hanoi City, Vietnam
This document was last updated on June 4, 2026.
