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YOUR PRIVACY IS THE MOST IMPORTANT

Privacy policies

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Los Portales Web privacy policy

1. INTRODUCTION

This Privacy Policy is intended to inform you about how LP HOTELES S.A., with Tax ID No. 20606790890 and registered address at Jr. Mariscal La Mar No. 991 - 7th Floor, Magdalena del Mar, Lima, processes the Personal Data it independently collects through the various electronic forms available on the Website, such as the Virtual Complaints and Claims Book, applications, and other electronic platforms made available by LP HOTELES S.A., including consents granted by telephone or through other communication methods that refer to this Privacy Policy.

2. PURPOSE AND OBJECTIVE

At LP HOTELES S.A., we are aware of the importance of privacy for our guests, reservation customers, event customers, and all individuals interested in our products and services, as well as those who submit complaints and/or claims (hereinafter, the “Users”).

Consistent with this commitment, we respect your privacy and protect the confidentiality of your private information and personal data.

Therefore, the purpose of this Privacy Policy is to inform our Users about how personal data, as defined under Law No. 29733 – Personal Data Protection Law, is collected, processed, and protected.

The purpose of the Website is to provide information about the products and/or services marketed by LP HOTELES S.A., manage the contracting of such services and/or products, provide information regarding them, as well as facilitate other information that may be of interest and create a communication space for Users.

3. LEGISLATION

This Policy is governed by Peruvian legislation and, in particular, by:

Law No. 29733 – Personal Data Protection Law.

Supreme Decree No. 016-2024-JUS, approving the Regulations of Law No. 29733.

Information Security Directive approved by Directoral Resolution No. 019-2013-JUS/DGPDP.

4. AUTHORIZED USE OF PERSONAL DATA

In order to provide products and services, as well as to address complaints and/or claims submitted by Users, LP HOTELES S.A. informs Users that, under current regulations (Law No. 29733 and its Regulations), it is authorized to process

personal data provided physically or digitally by the User, or data lawfully accessed by LP HOTELES S.A. regarding the User’s personal information.

This includes personal data provided in the future by Users, or data generated by LP HOTELES S.A. in connection with the provision of services.

In this regard, LP HOTELES S.A. requires the free, prior, express, unequivocal, and informed consent of the data subject for the processing of personal data, except in cases expressly established by law.

Therefore, LP HOTELES S.A. does not require consent to process User information obtained from publicly accessible sources, whether free or not. Likewise, it may use personal data from non-public sources, provided that such sources have obtained the User’s consent to process and transfer said personal data.

Likewise, for complaints and claims submitted through the Virtual Complaints and Claims Book, User consent is not required to process their information, considering that such information will be used for the purpose of managing and responding to complaints and claims, in accordance with the legislation referred to in Section 3 of this Policy.

Users agree to keep their information up to date throughout their relationship with LP HOTELES S.A. for the proper execution of services. In some cases, the personal data collected by LP HOTELES S.A. is mandatory; consequently, refusal to provide such data may make it impossible to fulfill the purposes set forth in this Policy.

I declare that I have been informed that the authorization granted shall remain valid in accordance with the periods established by applicable regulations and/or while my contractual, commercial, and/or any other type of relationship with LP HOTELES S.A. remains in force, and for up to ten (10) years after its termination.

In such case, my Personal Data will be stored in the Personal Data Banks of LP HOTELES S.A. registered with the National Registry of Personal Data Protection, as detailed below:

PERSONAL DATA BANK NAME PERSONAL DATA BANK CODE
"Guests" RNPDP-PJP N° 28537
"Reservation Customers" RNPDP-PJP Nº 28538
"Event Customers" RNPDP-PJP Nº 28542
"Prospective Membership Customers" RNPDP-PJP Nº 28545
"Membership Customers" RNPDP-PJP Nº 28546
"Claims Management" RNPDP-PJP Nº 28539

5. PURPOSE OF THE PROCESSING OF PERSONAL INFORMATION

LP HOTELES S.A. shall process the information provided by the User for the purpose of executing any contractual, commercial, and/or any other type of relationship maintained and/or to be maintained with the User; collecting personal data of guests obtained through e-commerce, web platforms, and hotel reception, in order to provide accommodation services, respond to customer communications, carry out loyalty activities, as well as for statistical and/or analytical purposes, customer behavior analysis, and/or to evaluate the quality of the services provided.

The information provided by Users for the purpose of submitting complaints and/or claims through the Virtual Complaints and Claims Book shall be used and/or processed by LP HOTELES S.A., directly and/or through third parties, for the management and response to such complaints and/or claims, in accordance with Supreme Decree No. 011-2011-PCM and its amendments.

For the development of the purposes mentioned above, LP HOTELES S.A. may transfer personal data to national service providers such as Los Portales S.A., pursuant to a management agreement with LP HOTELES S.A., through which it provides evaluation and monitoring services regarding compliance with personal data protection regulations; and to international service providers such as Microsoft Azure for cloud storage services provided by Azure.

All such providers are subject to the same obligations and technical and legal security measures described in the applicable Law and Regulations.

LP HOTELES S.A. also provides Users with digital and call center channels to respond to inquiries. Through these channels, we collect the User’s necessary personal data in order to provide support, supervise and improve support processes, investigate, manage, and resolve inquiries and/or concerns, in accordance with applicable regulations and the provisions of regulatory authorities, governmental entities, and official investigations.

Likewise, information may be transferred to authorities or third parties authorized by law under current national and/or international regulations (including Law No. 29733, its Regulations, and any provisions amending or replacing them, as well as those related to authorities supervising the activities of LP HOTELES S.A.).

6. OPTIONAL PURPOSES (requires express consent)

Optionally, your personal data may be used by LP HOTELES S.A. for the following purposes:

Offering products, services, and promotions from LP HOTELES S.A..

Offering products, services, and promotions from the following companies in Peru: Los Portales S.A., Inversiones Costa Norte S.A., and Los Portales Departamentos S.A.C..

The User may revoke the consent expressly granted at any time.

Notwithstanding the foregoing, authorization for the use of personal data for additional purposes is not a condition for contracting any product or service offered by LOS PORTALES.

7. EXERCISE OF THE RIGHTS OF ACCESS, RECTIFICATION, CANCELLATION AND OPPOSITION OF DATA

Users may submit requests to exercise their rights under the terms established by the Regulations of Law No. 29733 by sending an email to: datospersonales@losportales.com.pe, with the subject line: “Data Protection”, attaching the following documents:

a) A duly completed and signed Rights Exercise Request Form. The form may be downloaded here.

b) A simple and legible copy of the National Identity Document.

c) If acting through a representative, a power of attorney notarized within the last 30 days and a copy of the representative’s National Identity Document must be attached.

d) Any additional documents the User considers necessary to support the request.

To respond to requests, the person responsible for the corresponding Personal Data Bank shall have the following response periods:

  • 8 business days for the exercise of the right to information;
  • 20 business days for the exercise of the rights of access and portability;
  • 10 business days for the exercise of the rights of rectification, cancellation, or objection.

However, the aforementioned periods may be extended, except for the period established for responding to requests for information rights, for an equal period of time. Such extension shall be notified through the means indicated by the User, specifying the reasons for the extension, in accordance with Article 57 of the Regulations of the Personal Data Protection Law.

8. VIDEO SURVEILLANCE

LP HOTELES S.A. has a video surveillance system installed at its facilities nationwide for security purposes and to obtain evidence of any improper acts occurring within them. The administration of our video surveillance system complies with personal data protection regulations and is governed by the provisions of this Policy, where applicable.

Personal data will not be transferred to third parties except where legally required. Likewise, LP HOTELES S.A. has adopted the legally required levels of security and personal data protection and has implemented all technical means and measures within its reach.

Information collected through our video surveillance systems shall be retained for a period of 30 days and managed in the Personal Data Bank of LP HOTELES S.A., Tax ID No. 20606790890, with registered address at Jr. Mariscal La Mar No. 991 - 7th Floor, Magdalena del Mar, Lima, registered in the National Registry of Personal Data Protection under the name “Video Surveillance” with code RNPDP-PJP No. 28540.

As the owner of your personal data, you have the right to access the data held by LP HOTELES S.A., know the characteristics of its processing, and request its update, portability, inclusion, rectification, cancellation, and deletion for the purposes previously stated, or object to its processing where applicable.

To do so, you may send your request to: datospersonales@losportales.com.pe, in accordance with Section 7 of this Policy.

9. CONTACT DETAILS OF THE PERSONAL DATA OFFICER

The contact details of our Corporate Personal Data Officer are provided below:

Natalie Lipa Sandoval

datospersonales@losportales.com.pe

10. VALIDITY AND MODIFICATION OF THIS PRIVACY POLICY

The Web Privacy Policy of LP HOTELES S.A. was updated in May 2026.

LP HOTELES S.A. reserves the right to modify this Policy due to changes in current legislation, legal doctrine, jurisprudence, or corporate policy.

Any modifications will be published on this website. Users are encouraged to review the Policy periodically.

Web use conditions

1. GENERAL INFORMATION

The following conditions regulate the information and the use permitted of the Web site with URL http://www.losportales.com.pe, that the corporation LOS PORTALES S.A, hereinafter identified as “LOS PORTALES”, provides to customers, suppliers and other Users of Internet, hereinafter identified as the “Users”. The web site has been created and designed with the aim of advertising products and services that we market as well as to provide information about them, and to facilitate any other type of information that we believe can be of interest, thus creating a communication space for the Users.

2. GENERAL CONDITIONS

The access to the web site and the browsing imply acceptance, without reserves, of all the conditions included in this document. The use of given products and or services offered in this web site will also abide to the particular conditions foreseen in each case, which will be understood as accepted just by the use of these products and/or services.

3. CONDITIONS OF USE

The User undertakes to perform a correct use of the web site pursuant to the current Peruvian legislation and to the conditions established in this document. The User will respond before LOS PORTALES or before third parties for any damage and/or loss that may arise due to the non-compliance of such obligations. The use of the web site with intentions to damage goods or interests of LOS PORTALES or third parties or that may overload, damage or disable networks, servers and other data processing equipment or products and information-technology applications of LOS PORTALES or of third parties, is strictly prohibited. LOS PORTALES reserves the power to make, at any time and without prior notice, the changes and the updates of the information contained in the web site that may be pertinent, as well as of its set up and presentation and its Conditions of Use. The provision of the service of the Web site has a limited period at the time the User is on-line or connected to any of the services provided. That is why, we suggest the Users to read these Conditions of use carefully every time they try to enter and make use of the web site, since they are subject to changes. LOS PORTALES does not guarantee the absence of disruptions or errors in the access to the web site or to its content, nor if it is updated. LOS PORTALES will carry out, provided that this does not imply causes that make it impossible or of difficult execution, and as soon as it is informed of the errors, disruptions or if the contents are not updated, all those necessary tasks to solve those errors in order to reestablish communication and to update the contents. Both the access to the web site as the non-authorized use of the information is the exclusive responsibility of the person who performs it. LOS PORTALES will not be liable for any consequences, damage or loss that may arise from this access or use. LOS PORTALES shall not be liable for any security breach that may arise from the possible damages in the User’s computer system, his files or documents, due to: the presence of malicious software in the User’s computer used to connect to the web site contents, of a browser malfunction, or the use of outdated versions of the browser. LOS PORTALES shall not be liable for the contents linked from the web site, provided that they are someone else’s, neither guarantees the absence of malicious software nor other elements in them that may produce changes in the computer system, in the User’s documents or files, waiving any responsibility for the damages of any type caused by this reason. If any User considered that the content or the services provided by the Web site links are illegal or they damage goods or his own rights or those of a third party, and that this may involve the payment of a compensation, he will have to notify LOS PORTALES.

4. PROCEDURE IN CASE OF ILLEGAL ACTIVITIES

If a User considers that there are facts or circumstances that reveal the illegal character of the use of any content and or of the realization of any activity on the Web site, and particularly, the violation of intellectual or industrial property rights or other rights, will have to notify LOS PORTALES with the following information: Data of the person or entity submitting the claim: Name, address, telephone and email address. Description of the supposed illegal activity carried out in the Web site and particularly, when it is about a supposed violation of rights, the specific and concrete indication of the protected contents as well as its location in the Web site, and the facts or circumstances that reveal the illegal character of this activity. Handwritten signature or equivalent, with the personal data of the holder of the rights supposedly infringed or of the person authorized to act on his behalf.

5. CONTACT INFORMATION OF LOS PORTALES

The following information is provided to the internet users so they may forward their requests, issues and complaints: Name: LOS PORTALES S.A E-mail: datospersonales@losportales.com.pe.

6. DATA FACILITATED BY THE INTERNET USER

For all purposes, the access to the web site does not require the previous subscription or registration of the Users. LOS PORTALES conditions the use of access to the private part of the web site to customers and suppliers, by means of the entry of a user and password that LOS PORTALES facilitates directly. In order to contact THE LOS PORTALES by email, it is necessary for the User to facilitate his data by using a form. The data facilitated by the User will be inputted in a database, which will be processed according to the Privacy Policy that can be found in this web site.

7. LINKS

Establishing a link to the web site implies the existence of past or current relations between LOS PORTALES and the owner of the web site where it is established. It implies for LOS PORTALES neither acceptance nor the approval of its contents or services. Any other use of the contents of the web site in favor of non-authorized third parties is strictly prohibited. LOS PORTALES does not assume any responsibility for the information contained in third-party web sites that one may access through links or search engines from the Web.

8. INTELLECTUAL AND INDUSTRIAL PROPERTY

LOS PORTALES is the holder of the intellectual property rights that refer to its products and services, regarding third-party references. The reproduction, alteration, distribution, public communication, availability, extraction, reuse, or the use of any nature, by whatever means possible or procedure, of any of them is prohibited, except in the cases in which the holder of the corresponding rights authorizes it. The non-authorized use of the information contained in the web site, its resale and the damage to the intellectual property rights of LOS PORTALES will give rise to the liabilities established. The Users will have to respect all the intellectual property and industrial rights in the web site.

9. PERSONAL DATA PROTECTION

All of the information regarding the processing and the protection of the personal data facilitated to us are in our Privacy Policy.

10. COOKIES

All of the information in the cookies in general and in the ones used in the web site specifically is in our Cookies Policy.

11. JURISDICTION

The current Web use conditions will be interpreted in accordance with the current Peruvian legislation on the matter, which will be applicable alternatively in everything that has not been foreseen. For the resolution of all the disputes or issues related to the web site or the activities developed in it, the current Peruvian legislation shall apply. LOS PORTALES and Users specifically shall abide to it, with express waiver to any other jurisdiction. The Courts and Tribunals of the Judicial District of the City of Lima shall be competent to resolve all of the conflicts derived or related.

11. JURISDICTION

The current Web use conditions will be interpreted in accordance with the current Peruvian legislation on the matter, which will be applicable alternatively in everything that has not been foreseen. For the resolution of all the disputes or issues related to the web site or the activities developed in it, the current Peruvian legislation shall apply. LOS PORTALES and Users specifically shall abide to it, with express waiver to any other jurisdiction. The Courts and Tribunals of the Judicial District of the City of Lima shall be competent to resolve all of the conflicts derived or related.
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