Privacy Policy

1. Who We Are

The Continental Pakistan (“The Continental”, “we”, “us”, or “our”) is a luxury guesthouse located at 63, Block J, Gulberg III, Lahore, Pakistan. We are responsible for managing and protecting the personal information described in this policy.

If you have any questions about this policy or how we handle your information, please contact us using the details provided at the end of this page.

2. Information We Collect

Information You Give Us:

• Contact details: Your name, phone/WhatsApp number, and email address.
• Booking details: Stay dates, number of guests, room preferences, expected arrival time, and special requests.
• Identity documents: CNIC or NICOP details for Pakistani nationals, or passport and visa details for foreign nationals. We are required by law to collect these at check-in.
• Payment information: Limited transaction details such as amount, date, transaction reference, and status.
• Concierge requests: Pickup location, appointment time, or order preferences needed to arrange personalized services.
• Communications: Messages, calls, and emails exchanged with us (including WhatsApp and social media).
• Feedback: Reviews, survey responses, and feedback about your stay.

Information Collected Automatically:

• Website usage data: IP address, device/browser type, pages viewed, time spent on the website, and referring site.
• Cookies and analytics: Standard web analytics to improve your digital experience.

Information Collected at the Property:

• CCTV footage: Cameras operate in entrances, corridors, and common areas for guest, staff, and property security. Cameras are strictly excluded from guest rooms and bathrooms.
• Guest register: Arrival/departure times and resident guest lists.

Information from Others:

• Booking platforms: Details shared when booking via platforms like Airbnb or Booking.com.
• Third-party bookings: Details provided on your behalf by someone making a reservation for you.
• Payment partners: Payment verification status (successful, failed, or refunded).

3. How We Use Your Information

• To respond to enquiries, issue quotes, and manage bookings.
• To process payments, issue receipts, and manage refunds or disputes.
• To verify identity at check-in and fulfill mandatory legal obligations.
• To communicate prior to, during, and after your stay.
• To organize requested concierge services.
• To ensure security, prevent fraud, and protect guests and staff.
• To handle complaints and enhance our services and website.
• To send promotional updates where permission has been granted.

4. Guest Registration & Legal Obligations

Guesthouses in Punjab are legally required to verify identity using a CNIC or passport and register guest details with local law enforcement under the Punjab Information of Temporary Residents Act, 2015. This includes logging arrival information into the official government guest registration portal upon arrival.

We also disclose information where mandated by court orders or lawful government inquiries. Check-in cannot be completed without government-required identification.

5. Payments & Card Security

Card transactions are handled through compliant third-party payment gateways. Payment details are entered directly onto the payment processor’s secure portal.

We do not view or store complete card numbers, CVVs, or PINs. We receive only transaction confirmation metrics (amount, reference ID, status).

6. Who We Share Your Information With

We share personal data only when necessary to operate our services:

• Law Enforcement & Authorities: For guest registration and regulatory compliance.
• Payment Gateway Partners & Banks: For processing payments and issuing refunds.
• Concierge Service Vendors: Transport providers, restaurants, or local services as requested by you.
• Booking Platforms: Synchronization with original reservation channels.
• Technology Service Providers: Secure hosting, cloud storage, messaging, and web analytics tools.
• Professional Advisors: Accountants, auditors, and legal counsel.

We never sell or rent your personal information to third parties.

7. Cookies & Analytics

Our website uses cookies categorized into three groups:

• Essential Cookies: Required for fundamental website functionality.
• Analytics Cookies: Help us analyze web traffic via tools like Google Analytics.
• Marketing Cookies: Measure campaign effectiveness using advertising pixels.

You may modify browser settings to block or delete cookies at any time, though some website features may be affected.

8. Marketing Communications

We send news, promotions, or updates via WhatsApp, SMS, or email only with your consent or where you have previously stayed with us and haven't opted out. You can opt out anytime by replying “STOP” on WhatsApp or clicking unsubscribe links in emails.

Photos & Reviews: Identifiable photos, full names, or guest comments are not published on public channels without explicit permission.

9. Data Retention

• Booking, Payment & Financial Records: 6 years, to comply with tax and statutory requirements.
• Identity Records: Kept for the duration required by law enforcement regulations.
• CCTV Recordings: Stored for up to 30 days unless needed for incident review.
• General Enquiries: Retained for up to 12 months.

10. How We Protect Your Information

We maintain administrative, technical, and physical safeguards to prevent loss, unauthorized access, or disclosure. Access to guest registry documents and digital records is restricted exclusively to authorized personnel.

11. Storage Outside Pakistan

Some service providers (e.g., cloud software, messaging APIs, analytics) may process data on servers situated globally. We ensure all providers uphold recognized data security standards.

12. Your Rights & Choices

You may request to:

• Access a copy of your personal data held by us.
• Correct inaccurate or outdated personal details.
• Delete your personal data (where retention is not legally required).
• Opt out of marketing communications.

Requests are evaluated and responded to within 30 days.

13. Children’s Privacy

Direct reservations must be placed by individuals aged 18 or older. Information for accompanying minors is collected strictly from parents or legal guardians for statutory registration purposes.

14. Third-Party Websites

Links to external portals (maps, external booking platforms, messaging channels) are governed by their respective privacy terms. We hold no liability for external practices.

15. Changes to This Policy

This policy may be updated periodically. Updates become effective upon posting to this website.