Privacy Policy – 12 Oceans Hotel & Conference Centre

Last updated: 10 October 2025

1. Introduction & Scope

12 Oceans Hotel & Conference Centre (“we”, “us”, “our”) respects your privacy and is committed to protecting your personal information in accordance with South Africa’s Protection of Personal Information Act, 2013 (“POPIA”).

This Privacy Policy explains how we collect, use, disclose, store, transfer and protect personal information in the course of:

  • Website visits and online interactions

  • Reservation, check-in, guest services, and events

  • Marketing communications, membership / loyalty programmes

  • Other contact channels (phone, email, in-person)

2. Definitions

  • Personal Information: Any information relating to an identifiable, living natural person, or (where applicable) an existing juristic person, whether direct or indirect (as per POPIA).

  • Processing / Process: Any operation or activity concerning personal information (collecting, storing, retrieving, dissemination, deletion, etc.).

  • Data Subject: The person to whom the personal information relates.

  • Information Officer: The person appointed within our organisation responsible for POPIA compliance.

3. What Information We Collect

We may collect:

  • Name, title, and contact details

  • Identity/passport number (for check-in compliance)

  • Payment information (credit card, billing details)

  • Booking preferences, stay history, loyalty programme details

  • Communications (emails, surveys, feedback)

  • Website usage data, IP address, device/browser type, cookies

  • Information from third parties (travel agents, booking platforms, payment providers)

4. Purposes of Processing

We process personal information for:

  • Managing reservations, check-in/check-out, and guest services

  • Processing payments and refunds

  • Communicating with you (confirmations, updates, special requests)

  • Marketing (newsletters, promotions, events – with your consent)

  • Loyalty programme administration

  • Legal, regulatory and fraud prevention compliance

  • Event management and conferencing services

  • Analytics and service improvements

5. Disclosure of Information

We may share personal information with:

  • Third-party service providers (IT, payment processors, housekeeping, transport)

  • Booking platforms and travel agents

  • Government or regulatory authorities when legally required

  • Legal representatives to protect our rights

  • Marketing partners (with your consent)

6. Cross-Border Transfers

If your information is transferred outside South Africa, we will ensure appropriate safeguards are in place as required by POPIA.

7. Cookies & Tracking

Our website uses cookies and similar technologies to:

  • Ensure proper functionality

  • Improve user experience and analytics

  • Tailor marketing campaigns

You may disable cookies in your browser, but this may affect site performance.

8. Retention & Security

We retain information only as long as necessary for lawful purposes. Once no longer required, it will be securely deleted or anonymised.

We implement reasonable technical and organisational measures to safeguard your information against loss, unauthorised access, or misuse.

9. Your Rights Under POPIA

You have the right to:

  • Access your personal information

  • Request correction, updating or deletion

  • Object to processing (including direct marketing)

  • Withdraw consent

  • Lodge a complaint with the Information Regulator

10. Children

We do not knowingly collect information from individuals under 18 without parental or guardian consent.

11. Contact Details – Information Officer

If you have any queries, requests or concerns about your personal information, please contact:

Information Officer
12 Oceans Hotel & Conference Centre
175 Kingsway Street, Warner Beach, Durban, 4126, South Africa
+27 31 916 1800
info@12oceans.co.za