Effective Date: 5 November 2026

Welcome to the Grande Roche Hotel website (https://granderoche.com). We respect your privacy and are committed to protecting your personal information. This Privacy Policy outlines how we collect, use, process, disclose, and safeguard your personal data in accordance with the South African Protection of Personal Information Act (POPIA) and other applicable international data protection standards (such as the General Data Protection Regulation (GDPR) for our international guests).
This policy applies to all personal information collected through our website, online booking portals, restaurant reservation channels, event inquiries, and direct interactions at our estate in Paarl.

1. Information We Collect

We collect personal information directly from you when you book a stay, reserve a table, plan an event, or communicate with our hospitality team. This data includes:

• Identity and Contact Data: Full name, passport or identity number, email address, telephone number, physical address, and nationality.
• Reservation and Hospitality Data: Arrival and departure dates, room preferences, dietary requirements, health/wellness considerations for spa services, and specific event or wedding planning files.
• Financial and Transaction Data: Payment card details, billing addresses, and transaction histories processed through our secure payment gateway providers. Note: We do not store raw credit card credentials on our internal servers.
• Technical and Usage Data: IP addresses, browser types, cookie data, and browsing behavior on our website to optimize your digital experience.

2. How We Use Your Personal Information

Grande Roche Hotel uses your personal data strictly to deliver a 5-star hospitality, dining, and event experience, specifically for:

• Processing, managing, and securing your luxury hotel accommodation reservations.
• Managing table reservations and dietary preferences for our on-site restaurant and dining venues.
• Coordinating, planning, and executing weddings, corporate conferences, and private events.
• Sending formal booking confirmations, transactional notices, and responding to inquiries.
• Sending promotional newsletters, seasonal packages, and event invitations (only where you have provided explicit opt-in consent).
• Meeting legal, tax (SARS), audit, and regulatory requirements within South Africa.

3. Third-Party Services & Sharing Your Information

We do not sell, trade, or rent your personal information to third parties. We only share necessary data with trusted operational partners required to run our business operations and deliver our services:

• Protel Property Management System: Our luxury accommodation availability and hotel room bookings are processed and managed securely through the Protel hotel software ecosystem.
• Dineplan: All restaurant reservations, table configurations, and dining requests are managed and confirmed via the Dineplan platform.
• Payment Gateways: Secure, encrypted merchant processors handle financial billing, authorization links, and deposit encryption for reservations.
• Logistics and Tour Operators: Trusted local transport, wine tour, or transfer providers explicitly requested by you during your stay.
• Cross-Border Transfers: For international guests, your data may be processed via international booking channels. We ensure these platforms maintain data protection standards equivalent to POPIA.
• Legal Compliance: We may disclose data if legally mandated by law enforcement or regulatory authorities.

4. Data Security

We implement rigorous technical and organizational security measures to protect your personal information against unauthorized access, loss, alteration, or disclosure. These measures include encrypted booking pathways, secure local firewalls, and restricted employee access to guest profiles.

5. Your Rights Under POPIA

In terms of POPIA, you have specific rights regarding your personal information, including the right to:

• Request confirmation of whether we hold your personal information and access that data.
• Request the correction, updating, or completion of any inaccurate or outdated information.
• Request the deletion or destruction of your personal data from our systems (subject to legal retention requirements, such as tax and financial records).
• Object to the processing of your data for direct marketing purposes and withdraw your consent at any time.

6. Cookies and Tracking

Our website utilizes cookies to streamline navigation, analyze web traffic patterns, and remember user preferences. You can adjust your browser settings to decline cookies, though this may impact your ability to utilize certain seamless features of our reservation system.

7. Contact Our Information Officer

If you have any questions regarding this Privacy Policy, wish to exercise your legal rights under POPIA, or need to contact our designated Information Officer, please reach out to us:

• Email: info@granderoche.co.za
• Phone: +27 (0)21 863 5100
• Physical Address: Plantasie Street, Paarl, Western Cape, South Africa, 7646