terms and conditions

Terms of Use

Website Terms and Conditions



The following General Terms and Conditions govern your access and use of this website generally. Additional terms and conditions may apply to your use and access of certain functionality, pages or services on or linked via this website (“Specific Terms and Conditions”). The General Terms and Conditions apply in addition to and do not derogate from any applicable Specific Terms and Conditions. In the event of any conflict or inconsistency between the General Terms and Conditions and the Specific Terms and Conditions in relation to any specific functionality, page or service, the Specific Terms and Conditions shall prevail. The General Terms and Conditions and the Specific Terms and Conditions shall together constitute the “Terms”.

A reference to “Ascott”, “we”, “our”, or “us” in these Terms shall mean The Ascott Limited (Reg. No. 197900881N), and/or its related corporations and affiliates, collectively or singularly as the context requires. For the avoidance of doubt, in connection with any transactions entered into via this website or any other website linked through this website, any contract in connection with any such transaction remains solely between you and the Ascott entity or other party identified as the contracting party or offeror of the product or service.

A reference to "this website" in these Terms refers to the main website of Ascott available at www.the-ascott.com and/or the sub-sites operated by members of Ascott (as identified in the relevant subsections of such websites) as the context requires, and includes but is not limited to the information, data, text, images, links, sounds, graphics and video sequences displayed therein ("Materials") and the services offered therein (“Services”).



1.1 To gain access to certain functionality, Services, and/or non-public areas of this website, you may be required to sign up for a user account whereby you may choose or we may assign you with (a) a login identification number(s) or name ("UserID") and (b) a personal identification number(s), password(s), symbol(s), key(s) and/or code(s) ("Password") for your account.

1.2 We may at any time in its sole and absolute discretion forthwith invalidate the UserID and/or Password without assigning any reason, without prior notice and shall not be liable or responsible for any loss or damage suffered by or caused by you, or arising out of or in connection with or by reason of such invalidation. In the event that the UserID and/or Password are invalidated by us and you have an ongoing relationship with us which requires you to continue accessing the non-public areas of the website or which requires you to log in to a portal to use our Services, we may create new credentials which you may use to access such Services or the non-public areas of the website.

1.3 You are solely responsible for retaining the confidentiality of your UserID and Password and for any disclosure or unauthorised use thereof save where solely caused by a breach by Ascott of its legal obligations in terms of data security. You shall not at any time disclose your UserID or Password to any party (including without limitation any of our employees). We shall not be responsible or liable for any loss caused to or damage incurred or suffered by you or any person by reason of or arising from or as a consequence of any use of the UserID and/or Password and/or performing any transactions and/or obtaining and/or making any payment of any monies belonging to you save where solely caused by a breach by Ascott of its legal obligations in terms of data security. If you believe that the security of your UserID and/or Password has been compromised, you shall forthwith notify us immediately and obtain a new UserID and/or Password.

1.4 Any use of or access to this website and any information, data, instructions or communications referable to your UserID and/or Password shall be deemed to be (i) use or access of this website by you and/or (ii) information, data, instructions or communications transmitted or validly issued by you. You acknowledge and agree that we shall be entitled to act upon, rely on and/or hold you solely responsible and liable in respect thereof as if the same were carried out or transmitted by you.

1.5 You acknowledge that unless you receive confirmation of receipt from us (whether by email, posted on-line or otherwise), your instructions and/or communications may not have been received and accordingly, may not be carried out. To the maximum extent permitted by law, we shall not be responsible or liable for any loss, damage or embarrassment incurred or suffered by you in relation to or in respect of any instructions, operations or transactions effected by you or purported to be effected by you through this website howsoever caused.


2.1 You agree:

(a) to comply fully with all the directions and/or instructions issued by us from time to time in respect of the use of this website;

(b) to abide by all applicable laws and regulations in the use of this website;

(c) not to impersonate any person or entity or to falsely state or otherwise misrepresent your affiliation with any person or entity;

(d) not to upload or distribute in any way files which you know or have reason to suspect contain viruses, corrupted files or any other similar software, programs, macros or files that may detrimentally interfere with the operation of this website, or to do anything which would create or impose an unreasonable or disproportionately large burden or load on this website, or gain unauthorised access to restricted parts of this website or its systems;

(e) not to gather and use the information and/or particulars posted or transmitted through this website for unsolicited advertising or other unauthorised purposes;

(f) not to disassemble, decompile, reverse-engineer, reverse-assemble, attempt to derive the source code of, conduct load testing, penetration tests, port scans, vulnerability assessments or other security testing, communicate, republish, upload, post, transmit, edit, re-use, adapt, modify, rent, lease, loan, sell, assign, transfer, distribute, perform, display, license, sub-license or create derivative works based on the whole or any part of this website;

(g) not to link, republish, communicate or repost any images stored or accessed from the website or any other website owned, operated, licensed or controlled by us;

(h) not to use this website and/or the Materials for illegal purposes;

(i) not to post, promote, upload or transmit information through this website which may infringe the rights of any third party, whether in statute or common law, including but not limited to any third party's copyright, patent, trade mark, trade secret or other proprietary rights or rights of publicity or privacy;

(j) not to use any automated process or service to access and/or use this website and/or the Services (such as a bot, a spider, periodic caching of information stored by us, or "meta-searching"); and

(k) not to post, promote, upload or transmit through this website any unlawful, harassing, libellous, defamatory, harmful, vulgar, obscene or otherwise objectionable material of any kind or nature.

2.2 You shall be responsible for obtaining and using the necessary web browser and/or other software and/or equipment necessary to obtain access to this website at your own risk and expense. If new or different versions of the web browser and/or other software and/or hardware and/or equipment necessary for the operation of this website become available, we reserve the right not to support any prior version of the web browser or other software. If you fail to upgrade the relevant software and/or web browser or to use the enhanced version of software and/or web browser as required by us, we may reject your transactions, or process your transactions incorrectly, or you may not be able to obtain access to all features and/or Services available, and we shall not be held liable as a result thereof.


3.1 You irrevocably agree and acknowledge that we have the right to:

(a) monitor, screen, moderate, edit, censor, or otherwise control any activity, content, communication or material including, without limitation, discussions, chats, postings, transmissions, forums, message boards, bulletin boards, and the like on this website. For the avoidance of doubt, to the extent that such activity, content, communication or material does not constitute personal data under applicable data protection laws, the monitoring, screening, moderating etc. of such information will not be regulated under applicable data protection laws;

(b) investigate any violation of the terms and conditions contained herein and may take any action we deem appropriate;

(c) in our absolute discretion, and without stipulating any reason, prevent or restrict your access to this website or any part thereof;

(d) in our absolute discretion, and without stipulating any reason, stop, suspend, modify, delete or edit any Material appearing on this website or part thereof;

(e) terminate your access to the website or any part thereof or any user accounts associated with you, if we receive any complaints or suspect that you may have engaged in any fraudulent, criminal, illegal, unlawful or other activities which may infringe the rights of or be actionable by any person or entity;

(f) request from you information and data relevant to your use of this website at any time and to exercise our rights hereunder if you refuse to divulge such information and/or data or if we have reasonable grounds to suspect that you have provided inaccurate, misleading or fraudulent information and/or data; and

(g) report any activity we suspect to be in violation of any applicable law, statute or regulation to the appropriate authorities and to co-operate with such authorities.

3.2 We may, in our sole discretion, terminate or suspend your access to all or part of this website for any reason, including without limitation, breach of these Terms, and/or activity which we suspect violates applicable laws or infringes the rights of any third party. If you breach these Terms, your authorisation to use the site automatically terminates and you must immediately destroy any downloaded or printed materials and content, and we have the right to refuse any and all current or future use of or access to this website by you.

3.3 We may collect, use and disclose personal data obtained from or provided by you through your use of this website in accordance with our Privacy Policy (www.the-ascott.com/privacy-policy.html). Please see the Privacy Policy for more information on how we collect, use and disclose your personal data.


4.1 All intellectual property rights in and to materials on this website (including copyright in all works and other subject matter) is owned by us, and/or our licensors, merchants and/or service providers. No part of the same may be reproduced, adapted, distributed, republished, downloaded, displayed, broadcast, hyperlinked, posted, or transmitted in any manner or by any means or stored in an information retrieval system without our prior written permission and/or that of the relevant rights owner.

4.2 Permission is granted to download and print the Materials on this website for personal, non-commercial use only, provided you do not modify the Materials and that you retain all copyright notices and other proprietary notices contained in the Materials.

4.3 You may not, without our permission, “deep-link” to any part of this website, “frame” or "mirror" any Material contained on this website on any other server.

4.4 In the event that you are authorised by us to download software or Materials associated with such software from this website, the software, including any files, images incorporated in, linked to or generated by the software, and data accompanying the software is licensed to you subject to your compliance with any relevant licence terms and conditions accompanying such software or as we may from time to time notify you of.

4.5 The trade marks, service marks and logos, including “ASCOTT”, “SOMERSET”, “CITADINES”, “THE CREST COLLECTION” and “lyf” ("Trade Marks") used and displayed on this website are registered and unregistered Trade Marks of the relevant mark owners of Ascott and other third parties. Nothing on this website should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any Trade Mark displayed on this website, without our written permission or that of other Trade Mark owners. We prohibit the use of the Trade Marks, any entity name, trade name, company name of ours or any other trade mark owned by us as a "hot" link to any website unless establishment of such a link is approved in advance by us in writing.


5.1 Any feedback and suggestions submitted to us via this website shall be deemed and remain our property, and we shall be free to use and disclose, for any purpose, any ideas, concepts, know-how or techniques contained in such information. We shall not be subject to any obligations of confidentiality or privacy regarding such submitted information except as may be agreed by the relevant Ascott entity having the direct customer relationship or as otherwise specifically agreed or required by law.

5.2 If you provide any reviews, posts, information, data and comments on this website (through our “Contact Us” pages, Online Chat function, “Guest Review” pages or otherwise) or to us (“User Material”), you hereby grant us a worldwide, irrevocable, for the duration of the legal protection of the User Material, non-exclusive, royalty-free, sub-licensable, transferable licence to do all acts comprised in the intellectual property rights in respect of such User Material, including without limitation the rights to use, exercise, reproduce, display, modify, communicate, adapt, perform, distribute or develop the same in all forms of media whether now known or in the future invented, for the purposes of operating this website and for our business purposes (including where permitted by law, data analytics). You represent and warrant that you own or have the necessary rights, consents and permissions to grant the foregoing rights to us, and that your User Materials are your own original works and creations and/or in any case do not and will not infringe the intellectual property or other rights of any third party. You agree and acknowledge that: (i) we are not responsible for any User Material (whether provided by you or by third parties) which may be made available on this website, and (ii) use of any such User Material is at your own risk and that we do not provide any warranties in relation to the same.

5.3 We shall have the right at our sole and absolute discretion to remove, modify or reject any content that you submit to, post or display on this website (including any User Material) which in our sole opinion is unlawful, violates these Terms, or could subject us or any of our affiliates, directors, employees, officers or third party service providers to liability. We shall have the right to take any enforcement actions as we deem appropriate at our sole discretion, including but not limited to giving a written warning to you, removing any User Material, recovering damages or other monetary compensation from you, suspending or terminating your user accounts (if any), or suspending your access to this website. We shall also have the right to restrict, refuse or ban you from any and all future use of any other product, service and/or facility provided or offered by us.


6.1 This website may contain the views, statements and recommendations of third-party individuals and organisations (“Third Party Content”). We are not responsible as author, editor or publisher of such Third Party Content and we shall not be held liable for the accuracy, integrity, quality or reliability of such Third Party Content or any websites or information which may be accessed via such Third Party Content. You further acknowledge and agree that all such Third Party Content are not representative of our views or opinions, and that you access and rely on such Third Party Content at your own risk. We do not in any way endorse or support the views or ideas expressed in any Third Party Content.


7.1 We welcome fans and followers to leave comments and post photos and videos on our social media pages, which you may be able to access via this website in embedded form or via links on this website. To make it an enjoyable experience for all, please comply with the following when posting on our social media pages:

(a) Share your opinions respectfully.

(b) Do not post content that is false, obscene, defamatory, threatening, harassing, discriminatory, or hateful to another person, race, religion or entity.

(c) Do not post spam or content that violates any law or intellectual property rights.

(d) Do not upload files that contain viruses or programmes that can cause damage to other people's mobile devices or computer.

(e) For your privacy and safety, please avoid posting confidential information such as your personal details.

7.2 The opinions expressed by third parties on our social media pages do not represent the opinions of Ascott. We may remove content or take preventive action against those who do not comply with the above terms and abuse our social media pages.


8.1 You may make bookings to stay at our properties through this website or through our other websites which may be accessed from this website. Such bookings may be governed by a separate set of terms and conditions as well as our Guarantee and Cancellation Policy (www.the-ascott.com/guarantee-and-cancellation-policy.html) found on our websites, and you should carefully read the applicable terms and conditions before confirming your bookings at our properties.

8.2 From time to time, we may also offer special offers or promotions on room stays in conjunction with our business partners. These special offers and promotions may also be governed by a separate set of terms and conditions, and you should carefully read the applicable terms and conditions before confirming your bookings at our properties.


9.1 We may from time to time permit a third party to offer products and/or services via this website and/or include hyperlinks on the website to third party products and/or services available on third party websites. We do not make any representation in relation to, or warranty or endorsement of any of the products and/or services provided by any third parties nor of such third parties themselves. All products sold, services rendered and information provided by such third parties are those of the respective third parties and not us, and shall be subject to the terms and conditions of the individual third parties. We shall not be a party to any contracts for such products and/or services.

9.2 We shall not be liable to you for any loss or damage whatsoever or howsoever caused arising directly or indirectly in connection with such third parties and/or their products and/or services, their use or implementation or otherwise, including without limitation any product liability claims, claims for loss of profits, loss of use of the products or services, loss of data or any other economic losses or any consequential, incidental or exemplary losses, expenses and/or damages which you may incur or suffer.

9.3 Any hyperlinks to any other websites on this website, and/or any APIs or functionality embedded within this website which feature third party content (including the third party modules and functionality described below), are provided on an “as is where is” basis, and accessed and used at your own risk. We do not warrant the accuracy, reliability or integrity of the content, material, resources and other links provided by these third party elements, and have not investigated, verified, monitored the same, nor do we endorse any of the same. You bear the responsibility of satisfying yourself of the fitness, suitability, quality, legality, appropriateness, or any other aspect of third party sites and their products/services before clicking on any link.

9.4 Third party sites usually have their own terms and conditions, including privacy policies, over which we have no control and which will govern your rights and obligations with respect to the use of the third party sites.


10.1 Certain portions of this website may use functionalities from eGain and Triptease. Use of these third party functionalities may be governed by separate sets of terms and conditions. By using this website and/or such functionalities, you agree to be bound by, and shall abide by, the terms and conditions which may be applicable to your use of eGain’s and Triptease’s services, to the extent these terms and conditions are applicable to you.

10.2 Certain portions of this website may use Google Maps and/or Google search functionality supplied by Google Inc. By using this website and/or such functionality, you agree to be bound by, and shall abide by, Google’s Terms of Service, including the terms at: https://www.google.com/policies/terms/, and (to the extent applicable to you) the terms at: https://cse.google.com/docs/business/tos.html.

10.3 Certain portions of this website may use OpenStreetMap (https://www.openstreetmap.org). By using this website and/or such functionality, you agree to be bound by, and shall abide by, OpenStreetMap’s Acceptable Use Policies and Privacy Policy, including the terms available at: https://wiki.openstreetmap.org/wiki/Acceptable_Use_Policyhttps://wiki.osmfoundation.org/wiki/Privacy_Policy and (to the extent applicable to you) the terms at: https://www.openstreetmap.org/copyright


11.1 You shall indemnify us (including all members of Ascott, each of its respective directors, officers, employees, agents, and representatives) and keep us indemnified against any loss, damage, liability cost and expense (including legal costs and disbursements on a full indemnity basis), directly or indirectly arising from or relating to:

(a) your misuse of any user account, rewards, redemption or membership programmes and/or the Services;

(b) any access, use, instructions and/or communications referable to your UserID and/or Password; and/or

(c) breach of any of these Terms, including without limitation, if you commit any fraud or misrepresent any information supplied or to be supplied under these Terms.


12.1 To the maximum extent permitted by law, we shall in no event be liable for any damages, loss or expense including without limitation, direct, indirect, special, or consequential damage, inconvenience, moral stress, cost and expense or economic loss of any nature (including, without limitation for any act, omission, neglect or wilful default on the part of our agents, contractors, correspondents and/or their respective officers and employees), arising from or in connection with:

(a) any access, use or the inability to access or use this website and/or the Materials therein, or reliance on the Materials and/or any information in this website;

(b) any errors (typographical or otherwise) or other inaccuracies in the statements or information contained in the website and/or Materials therein;

(c) any failure of performance, server or connection failure, error, omission, interruption, defect, delay or failure in operation or transmission, or computer virus or line or system failure;

(d) any use of or access to Third Party Content or any other website linked to this website;

(e) the collection, use, disclosure and/or processing of your Personal Data in accordance with these Terms and/or our Privacy Policy;

(f) any participation in respect of or in connection with any of our rewards, redemption or membership programmes; and

(g) any products, information, data, software or other material obtained from this website or from any other website linked to this website; and/or

(h) any use of the Services provided under this website,

even if we or our agents or employees were previously advised of the possibility of such damages, losses and/or expenses.


13.1 This website and the Materials therein are provided on an "as is" and "as available" basis. We do not warrant the accuracy, adequacy or completeness of this website, including without limitation the Materials, and expressly disclaim liability for errors or omissions in the Materials.

13.2 No warranty of any kind, implied, express or statutory (unless it is not possible by law to exclude or limit such warranty in which case the warranty will apply), including but not limited to the warranties of non-infringement of third party rights, title, merchantability, satisfactory quality and/or fitness for a particular purpose, is given in conjunction with this website, the Materials, and the Services. All such warranties, conditions, terms and representations are specifically excluded. In particular, we do not warrant that the Materials or this website will be provided uninterrupted or free from errors or that any identified defect will be corrected; further, no warranty is given that this website and the Materials are free from any virus or other malicious, destructive or corrupting code, programme or macro.

13.3 We may from time to time without giving any reason or prior notice, upgrade, modify, alter, suspend, discontinue the provision of or remove, whether in whole or in part, this website and/or any information, Materials, functionality or products provided therein and shall not be liable if any such upgrade, modification, suspension or alteration prevents you from accessing this website, Materials or any part or feature thereof.

13.4 Not all products and services are available in all geographic areas. Your eligibility for particular products and services is subject to our final determination and acceptance.

13.5 Statistical data provided on this website may include rounding. Any prices and rates posted are subject to change without prior notice and at our absolute discretion. We assume no responsibility for errors (including factual or other inaccuracies or typographical errors) or omissions (if any) present in this website. Currency rates are based on publicly available sources and should be used as guidelines only. Currency rates are not updated on a daily basis. You may choose to convert and view room rates in your local currency. However, any such rates should likewise only be used as guidelines and remain subject to currency fluctuations. Ascott does not guarantee the accuracy of any room rates.

13.6 The information and data contained in this website are of a general nature which have not been verified, considered or assessed by us in relation to the making of any specific investment, business or commercial decision. You should at all times consult your professional advisers and obtain independent verification of the information and data contained herein before making any decision based on any such information or data.

13.7 Nothing on this website shall be considered or construed as the giving of any advice in respect of, shares, stocks, bonds, notes, interests, unit trusts, property trusts, mutual funds or other securities, investments, loans, advances, credits or deposits in any jurisdiction.

13.8 To the maximum extent permitted under law, in no event shall we be liable for any damages whatsoever, whether arising in tort (including negligence), contract or otherwise, including those resulting from loss of use, data or profits arising out of or in connection with the use of the materials in this site.


14.1 If you use this website and/or the Services, we will assume, and you confirm, that you are 18 years of age or older or that you have the permission of your parent or legal guardian who consents to the Terms in their entirety on your behalf.

14.2 If you are the parent or legal guardian of a minor under the age of 18, you should carefully supervise your child's/ward’s use of this website and/or the Services. It is the responsibility of parents or legal guardians to determine whether any part of this website or any third party sites linked to from this website is appropriate. You also agree to pay in full all sums due in connection with any order(s) or transactions (where applicable) placed by your child/ward, and to guarantee and ensure full compliance by your child/ward with the Terms and the due performance of his/her obligations hereunder.


15.1 Each of the terms and conditions in these Terms is severable and distinct from one another and if at any time, any one or more of these terms and conditions or any part thereof is or becomes invalid, illegal or unenforceable, the validity, legality or enforceability of the remaining provisions will not thereby be affected or impaired in any way and will remain in force.

15.2 The rights and remedies provided in these Terms are cumulative and not exclusive of any other right or remedies (whether provided by law or otherwise).

15.3 No failure on our part to exercise and no delay on our part in exercising any right or remedy under these Terms will operate as a waiver of such right or remedy, nor will any single or partial exercise of any right or remedy preclude any other or further exercise of such right or remedy or the exercise of any other right of remedy. Any waiver by us of our rights or remedies in respect of any terms under these Terms or any breach of these Terms on your part must be in writing and may be given subject to such terms and conditions as we may deem fit and is effective only in the instance and for the purpose for which it is given.

15.4 Unless the context otherwise requires, words importing the singular shall also include the plural and vice versa. Words denoting the masculine gender include the feminine gender and both shall include the neuter gender.

15.5 The headings in these Terms are inserted for ease of references only and shall not affect the construction of these Terms.

15.6 These Terms constitute the entire agreement between you and us concerning your use of the website.

15.7 You may not assign these Terms or any of its rights or obligations under these Terms to any Party. Save for any member of Ascott, a person who is not a party to these Terms shall have no right under the Contracts (Rights of Third Parties) Act (Rev. Ed. 2002, Chapter 53B) to enforce any of its terms.


16.1 By accessing this website and obtaining the facilities, products, services or contents through this website, you agree that Singapore law (including without limitation, the provisions of the Evidence Act (Cap. 97) and the Electronic Transactions Act (Cap. 88)), shall govern such access and the provisions of such facilities, products, services or contents, and you agree to submit to the non-exclusive jurisdiction of the Singapore courts.

You agree that our records and any records of communications, instructions made, performed, processed or effected through this website by either party, whether stored in electronic or printed form, shall be binding and conclusive evidence of such communications or instructions. You agree that such records are admissible in evidence and that you shall not challenge or dispute the admissibility, reliability, accuracy or the authenticity of the contents of such records merely on the basis that such records were in electronic form or were produced by or are the output of a computer system.


We may revise these Terms at any time by amending this page. If we make changes to these Terms, we will post the revised Terms on our website and update the update date at the top of these Terms. We will provide you with notice of the modifications or revised Terms on or before the date they become effective. If you disagree with the revised Terms, you may terminate these Terms of Use with immediate effect by choosing not to use our website and/or the Services. We will inform you about your termination right in our notification of the revised Terms. If you do not terminate your use of our website and/or Services before the date the revised Terms become effective, your continued access to our website and/or Services will constitute acceptance of the revised Terms.


18.1 If you have any feedback or enquiries relating to this website and/or the Terms, please contact us.

Guarantee and Cancellation Policy

Guarantee and Deposit Policy

Guarantee Booking

  • Reservation is held until 1500 hours unless guaranteed by credit card

Guarantee Amount

  • 1 night's rental fee for reservation of less than 29 nights
  • 3 nights' rental fee for reservation of 30 nights and above


Long Stay Rental Deposits

Rental Deposits Length Of Stay
30 nights deposit Reservation of 90 to 180 nights
60 nights deposit Reservation of 181 nights and above

Cancellation and No Show Policy

Prior Notice (No charge) Short stays of less than 30 nights - 24 hours
*not later than 1500 hours (property's local time) prior to the day of arrival
Mid and Long stays of 30 nights and above - 7 days
Cancellation Charges 1 night's rental fee for stays of less than 29 nights
3 nights' rental fee for stays of 30 nights and above
No Show Charges 1 night's rental fee for stays of less than 29 nights
3 nights' rental fee for stays of 30 nights and above

* Pre-termination of the lease after check-in is not permitted and the full rental rates of the confirmed reservations still apply.

Some promotional rates may be non-refundable, whenever the cancellation is received. In this case, the above policy will not apply and the full prepaid amount will be kept by the residence and cannot be reimbursed for any reason.

If cancellation has not been notified, non-arrival will be submitted to the aforementioned cancellation fees. The valid date of a written cancellation will be the date it is received at the Residence.


Suppression of Corrupt Practice

The group of which The Ascott Limited forms part is committed to conducting its business in an ethical manner and expects all its employees and parties with which it has a contractual relationship to conduct themselves with high ethical standards and to comply with applicable laws for the suppression of corrupt practices (“Anti-Corruption Laws”).

Privacy Policy

Ascott Personal Data Protection Policy

Personal Data Protection is important to us

Protection of your Personal Data is important to us. This Ascott Personal Data Protection Policy (“Policy”) outlines how we manage the Personal Data we hold. The Policy applies to all departments and business units across the Ascott Group. The Ascott Limited (Reg. No.197900881N), and/or its related corporations and affiliates (referred to hereunder as “Ascott”, the “Ascott Group”, “we”, “us” or “our”) collectively or singularly as the context requires, recognise the importance of protecting Personal Data.

We respect the confidentiality of Personal Data and privacy of individuals and are committed to complying with the Singapore Personal Data Protection Act (Act 26 of 2012) (“PDPA”) and other applicable data protection laws, including the European Union (“EU”) General Data Protection Regulation (“GDPR”) where applicable. Please read this Policy so that you know and understand the purposes for which we collect, use and disclose your Personal Data.

We adopt a pragmatic “Data-light, Data-tight” approach in our business conduct.

“Data-light” means that we collect Personal Data only for what is required in business or in activities conducted by our organisation and will properly destroy the Personal Data once there is no business or legal purpose. We do not collect Personal Data randomly or indiscriminately without purpose.

“Data-tight” means that we do not disclose your Personal Data unless prior consent has been obtained and we have administrative, physical and Information Technology (IT) security measures to protect your Personal Data.

This Policy supplements but does not supersede nor replace any other consents you may have previously provided to us in respect of your Personal Data, and your consents herein are additional to any rights which any member of the Ascott Group may have at law to collect, use or disclose your Personal Data. This Policy does not affect any rights which we may have at law in connection with the collection, use or disclosure of your Personal Data.

For the avoidance of doubt, to the maximum extent permitted under applicable law, nothing in this Policy establishes any joint and several liability on the part of the Ascott Group members.

1.    Your Personal Data 

1.1.    “Personal Data” refers to any data or information about you from which you can be identified either (a) from that data alone; or (b) from that data combined with other information. Examples of such Personal Data which you may provide us include (depending on the nature of your interaction with us): 

a)    your name, NRIC number, passport number or other identification number, telephone number(s), mailing address, email address and any other information relating to you which you have provided us in any form you may have submitted to us, or in other forms of interaction with you;
b)    information about your use of our websites and services, including cookies, IP addresses, subscription account details and membership details; 
c)    your employment history, education background, and income levels; and
d)    your payment related information, such as your bank account or credit card information, and your credit history.

In addition, if you make a reservation to be a resident at one of our serviced apartments or hotels, you may also be asked to provide further information including photo identification about yourself and your family members, such as the dates of your arrival and departure. In order to provide you with better service, we may also collect your preferences, e.g. smoking or non-smoking room, the preferred location of your apartment (low floor, high floor, etc.), type of bed, preferred newspaper etc.

1.2.    In respect of our activities in the EU, Personal Data shall also include personal data revealing   racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, and the processing of genetic data, biometric data for the purpose of uniquely identifying a natural person, data concerning health or data concerning a natural person's sex life or sexual orientation, criminal convictions and offences, and other information defined as personal data under GDPR such as internet protocol addresses and cookie identifiers (insofar as such information is capable of identifying individuals either directly or indirectly).

2.    Collection of Personal Data

2.1.    Generally, we collect your Personal Data in the following ways: 

a)    when you submit forms, information or feedback relating to any of our products or services (including by use of our interactive IT touch screens such as iPads/Tablets), or submit any online queries;
b)    when you register for or use any of our services on websites or apps owned or operated by us or when you register as a member of websites owned and/or operated by us; 
c)    when you interact with our customer service officers or any of our staff, for example, via face-to-face meetings, telephone calls, letters, online forms (such as any “Contact Us” forms on our websites), reservation chat, social media platforms and emails;
d)    when you use or purchase our services or products; 
e)    when you establish any online accounts with us (such as Ascott Star Rewards accounts); 
f)    when you request that we contact you; 
g)    when you respond to our request for additional Personal Data; 
h)    when you ask to be included in an email or other mailing list; 
i)    when you respond to our promotions and other initiatives; 
j)    when you respond to our market surveys; 
k)    when you submit a job application or a scholarship application; 
l)    when we receive references from business partners, online travel agents and third parties, for example, where you have been referred by them; 
m)    when you submit your Personal Data to us for any other reason; 
n)    when you make a reservation (for example through our global reservation team over the phone or online); and
o)    when you browse our website. Please refer to the Cookie Policy below at paragraph 8 for more information. 

We may monitor or record phone calls and customer-facing interactions for quality assurance, employee training and performance evaluation, identity verification purposes, feedback, respond to your queries and requests and resolve complaints and other related purposes. Such monitoring or recording will be in accordance with applicable law. 

2.2.    If you provide Personal Data of a third party (e.g. information of your dependent, spouse, children and/or parents) to us, you represent and warrant that the collection, use and disclosure of that Personal Data to us, as well as the further processing of that Personal Data by us for the purposes set out below, is lawful. 

2.3.    In respect of our activities in the EU, CapitaLand Limited (Reg. No. 198900036N), the parent entity of The Ascott Limited, and The Ascott Limited are the ultimate primary data controllers for processing of the Personal Data.  CapitaLand Limited and its related corporations and affiliates are referred to hereunder as the “CapitaLand Group”.

3.    Use and Disclosure of Personal Data

3.1.    Our business is to understand and meet your needs and provide you with the products and services that you require. To do this effectively, we need to collect a range of Personal Data about you as described in paragraph 1 above. 

3.2.    In general, we will, subject to applicable law, use and disclose your Personal Data for the following purposes: 

a)    provide you with the products or services that have been requested; 
b)    help us review, develop, improve, manage the delivery of and – to the extent this requires the use of Personal Data – enhance our products and services, including analysing future customer needs, conducting market research, customer satisfaction surveys and data analytics for example to enable us to understand and determine customer location, preferences and demographics (which does not involve automated profiling or result in automated decision-making activity which is regulated under the GDPR); 
c)    communicate with you and respond to your queries, requests and complaints; 
d)    provide ongoing information about our products and services which may be of interest to you; 
e)    handle disputes and conduct and facilitate investigations and proceedings; 
f)    protect and enforce our contractual and legal rights and obligations (including repayment obligations) and for credit and internal risk management;
g)    prevent, detect and investigate crime, including fraud and money-laundering, and to analyse and manage other commercial risks; 
h)    manage our infrastructure and facilitate business operations (including but not limited to billing, customer service and customer verification) and comply with internal policies and procedures; 
i)    facilitate business asset transactions (which may extend to any merger, acquisition or asset sale) involving any CapitaLand Group entity; and 
j)    comply with any applicable rules, laws and regulations, codes of practice or guidelines or assist in law enforcement and investigations by relevant authorities. 

3.3.    Generally, we process your Personal Data for one or more of the specific purposes identified in this Policy based on your consent obtained. Where GDPR applies, the legal basis for our processing of your Personal Data could also be that it is necessary for the legitimate interests pursued by us, or a third party which is described in paragraph 3.9 of this Policy. These legitimate interests include providing services to you where you are our client, managing the relationship between Ascott and you and facilitating internal business purposes and administrative purposes. In some cases, the provision and processing of your Personal Data may be a statutory and/or contractual requirement, or may be necessary in order to perform any contract you have agreed with us or perform services that you have requested.
3.4.    In addition, we may use and disclose your Personal Data for the following purposes, depending on the nature of our relationship with you: 

a)    If you have a membership account with us (for example as a member of Ascott Online Advantage): 

(i)    process your application for the account; 
(ii)    maintain your account with us; 
(iii)    verify your personal particulars and process payment requests in relation to provision of the services which you may be entitled to or which you may have requested for; 
(iv)    provide you with the goods and services which you have signed up for; 
(v)    communicate with you of changes and development to our policies, terms and conditions and other administrative information, including for the purposes of servicing you in relation to products and services offered to you; 
(vi)    resolve complaints and handle requests and enquiries; 
(vii)    conduct market research for statistical, profiling and statistical analysis for the improvement of services provided to you;
(viii)    provide membership services to you; and 
(ix)    process your Personal Data in relation to any of the purposes stated above. 

b)    If you download or use any of our mobile applications (apps):
(i)    process your application for subscription services if they are provided in the apps; 
(ii)    maintain your account with us; 
(iii)    verify and process your personal particulars and process payment requests in relation to provision of goods and services connected to the app; 
(iv)    provide you with the goods and services which you have signed up for;
(v)    communicate with you changes and development to our policies, terms and conditions and other administrative information, including for the purposes of servicing you in relation to products and services offered to you; 
(vi)    resolve complaints and handling requests and enquiries; 
(vii)    conduct market research for statistical, profiling and statistical analysis for the improvement of services provided to you; and
(viii)    process your Personal Data in relation to any of the purposes stated above. 

c)    If you are a resident at one of our serviced apartments or hotels, or an employee or an organisation which is a customer of our serviced apartments or hotels: 

(i)    conduct due diligence checks;
(ii)    establish user profiles to improve services and for marketing purposes;
(iii)    meet quality assurance, employee training and performance evaluation purposes;
(iv)    maintain the client relationship;
(v)    prepare lease documentation and any other documents as may be required; 
(vi)    perform administration of the lease;
(vii)    perform financial transactions such as payments for the period of stay, and enforce repayment obligations, credit and internal risk management;
(viii)    communicate with you changes and development to our policies, terms and conditions and other administrative information, and 
(ix)    any other purpose related to any of the above. 

d)    If you are a shareholder or unitholder of our shares (including units in Ascott Residence Trust): 

(i)    administer the relationship, including the verification of your identity and/or the identity of your proxy (as may be applicable); 
(ii)    inform you of our performance and the products and services that we provide to our customers through the sending of circulars, reports, newsletters and communications; 
(iii)    communicate with you changes and development to our policies, terms and conditions and other administrative information; and 
(iv)    any other purpose related to any of the above.

e)    If you are a vendor, a prospective vendor or a contractor: 

(i)    evaluate your proposal and to conduct background checks on you; 
(ii)    communicate with your deployed staff, after award of contract, who are in our properties to carry out work or services, and for any emergency or/and security concerns; and 
(iii)    any other purpose related to any of the above. 

f)    If you submit an application to us as a candidate for employment:

(i)    process your application including pre-recruitment checks; 
(ii)    provide or to obtain references for background screening/vetting; 
(iii)    collect information about your suitability for the position applied for; 
(iv)    organise training and staff development programs;  
(v)    assess your performance; 
(vi)    administer benefits and payroll processing; 
(vii)    provide you with tools to facilitate or as required for you to do your job; 
(viii)    communicate with you to comply with our policies and processes, including for business continuity purposes; and 
(ix)    any other purposes related to the aforesaid.

g)    If you are an existing employee, CapitaLand Group’s Employee Personal Data Protection Policy would also apply to you.

3.5.    The above purposes are not exhaustive, and depending on the nature of your relationship with us (for example, if you are a member of Ascott Online Advantage), we may collect, use and disclose your Personal Data for additional purposes which you will be notified of, in accordance with applicable terms and conditions.
3.6.    When you apply for or hold a co-brand product which is offered jointly by us and our co-brand partner(s), we may also collect, use and disclose your Personal Data for the purpose of sharing your Personal Data with the co-brand partners for offering, marketing and promoting to you any products, services, offers or events which the co-brand partner thinks may be of interest to you.  We will only share your Personal Data with the co-brand partners where permitted by applicable law.

3.7.    Where you have provided us with specific consents, we may also use and disclose your Personal Data for the following purposes: 

a)    providing services and extending benefits to you, including promotions, loyalty and reward programmes, sending you industry market updates (e.g. in real estate), newsletters (e.g. on property) and other information on our products, services, offers or promotions which may be of interest to you and conducting market research to develop special offers, promotional and/or marketing programmes; and
b)    administering contests, competitions and conducting lucky draws, including, where necessary, announcing the results of these contests, competitions and lucky draws and identifying and contacting the winners.

3.8.    In relation to particular products or services or in your interactions with us, we may also notify or have specifically notified you of other purposes for which we collect, use or disclose your Personal Data. If so, we will collect, use and disclose your Personal Data for these additional purposes as well, unless we have specifically notified you otherwise.

3.9.    Your Personal Data will be protected and kept confidential, but subject to the provisions of any applicable law, your Personal Data may, depending on the products or services concerned, be disclosed to third parties set out below. Such disclosure may be subject to additional legal requirements under applicable law, depending on the nature of such transfer to third parties. Your Personal Data will, in each case, only be disclosed to the extent necessary and proportionate.

The third parties are: 

a)    other divisions or entities within the CapitaLand Group; 
b)    our joint venture/ alliance partners;
c)    our agents, contractors, third party service providers and specialist advisers who have been contracted to provide us with administrative, financial, research, operational or other services in pursuance of the purposes set out in this Policy, such as telecommunications, information technology, payment, payroll, processing, training, market research, storage and archival; 
d)    any third party business partners who offer goods and services or sponsor contests or other promotional programmes, whether in conjunction with us or not, and where permitted by applicable laws; 
e)    insurers or insurance investigators and credit providers; 
f)    the Credit Bureau, or in the event of default or disputes, any debt collection agencies or dispute resolution centres; 
g)    any business partner, investor, assignee or transferee (actual or prospective) to facilitate business asset transactions (which may extend to any merger, acquisition or asset sale) involving the CapitaLand Group; 
h)    our professional advisors such as our auditors and lawyers; 
i)    relevant government regulators or authority or law enforcement agency to comply with any laws or rules and regulations imposed by any governmental authority; 
j)    anyone to whom we transfer or may transfer our rights and obligations, including, for example, where we obtain the services of a third party organisation to handle any aspect of the processing of your Personal Data for the purposes notified to you in accordance with this Policy; 
k)    banks, credit card companies and their respective service providers; and 
l)    any other party as may be consented to by you, as specified by you or as may be notified to you by us in subsequent notices.

In the event that your Personal Data is shared with a third party that acts with a member of the Ascott Group as joint controllers under GDPR, we will, to the extent required by law, provide you with additional information on the responsibilities of each joint controller, any particular means by which you can enforce your rights and the primary contact person for such requests in relation to your rights.

3.10    We require that organisations outside the Ascott Group which handle or obtain Personal Data as service providers to us acknowledge the confidentiality of this data, undertake to respect any individual's right to privacy and comply with the PDPA, the GDPR and any other applicable data protection laws. As a requirement under these laws, we may be required to have specific agreements in place with such third parties to regulate and safeguard your data protection rights. We also require that these organisations use this information only for our purposes and follow our directions with respect to this information. 

4.    Transfer of Personal Data

4.1    Your Personal Data may be stored in external servers located overseas. In addition, as described above, in carrying out our business, it may be necessary to share information about you with and between our related corporations and third party service providers, some of which may be located in countries outside your country of residence. Such countries may not afford a standard of protection similar to those in your country of residence. However, we will take reasonable steps to ensure that your Personal Data transmitted outside of your country of residence is adequately protected. In addition, we will ensure that such transfers comply with the requirements of the applicable data protection laws.

4.2    In respect of our activities in EU, where your Personal Data is transferred to locations outside the European Economic Area, we have entered into a special type of contract (called European Commission Model Contractual Clauses) with the recipients of your Personal Data to ensure that they will provide adequate levels of protection for your Personal Data. If you wish, you may request for more information about the transfers of your Personal Data and/or a copy of the European Commission Model Contractual Clauses by contacting the relevant Data Protection Officer at the contact details provided in paragraph 12.1 below. 

5.    Retention of Personal Data

5.1    We may retain your Personal Data for as long as it is necessary for the purposes it has been collected, and (i) in most cases, up to 7 years; or (ii) in respect of our activities in the EU, up to 10 years, unless otherwise permitted by applicable law or in order to defend legal claims. Where we no longer require your Personal Data for those purposes, we will cease to retain such Personal Data in accordance with our internal retention policy.

6.    Your Rights

6.1    You have the following rights, under applicable data protection laws (except where the exercise of these are restricted under applicable laws – for example, due to judicial proceedings or the carrying out of investigations), which can be exercised by contacting the relevant Data Protection Officer at the contact details provided in paragraph 12.1 below: 
(a)    you have the right to obtain from us confirmation as to whether or not your Personal Data is being processed and to request a copy of your information. Where legally required, we can provide your information in an easily accessible format and assist in transferring some of this information to third parties;
(b)    you are entitled to rectification of your Personal Data. We endeavour to ensure that all Personal Data we have about you is accurate and up-to-date. We understand that this information changes frequently with changes of address and other personal circumstances. We encourage you to contact us as soon as possible to enable us to update any Personal Data we have about you. Incomplete or outdated Personal Data may result in our inability to provide you with products and services you have requested;
(c)    in certain circumstances, you have the right to request to have your Personal Data deleted or the processing of which restricted;
(d)    if we process your information based on our legitimate interests explained above, or in the public interest, you can object to this processing in certain circumstances. In such cases, we will cease processing your information unless we have compelling legitimate grounds to continue processing or where it is necessary for legal reasons. Where we use your data for direct marketing purposes, you can always object using the unsubscribe link in such communications or by contacting us at the details below;
(e)    to prevent any processing of Personal Data that is causing or is likely to cause unwarranted and substantial damage or distress to you or another individual;
(f)    to be informed about any use of your Personal Data to make automated decisions about you where such decisions produce legal effects or have similarly significant effects on you, and to obtain meaningful information about the logic involved, as well as the significance and the envisaged consequences of this processing; and 
(g)    to lodge a complaint about the way in which your Personal Data is being used to a supervisory authority.

6.2    Where we rely on your consent to use your Personal Data, you have the right to withdraw that consent at any time. 
If you withdraw your consent to any or all purposes and depending on the nature of your request, we may not be in a position to continue to provide our products or services to you. Please note, however, that if you have provided us consent in respect of the use of your Singapore telephone number(s) for receiving marketing or promotional information, any such consent provided will not be affected by your withdrawal of your other consent in accordance with the terms set out in this Policy.  If you do not wish for your Singapore telephone number(s) to be used for receiving marketing or promotional information, please contact the relevant Data Protection Officer and specify that you wish to withdraw your consent for such purpose.

6.3    Where mandated under the applicable data protection laws, your exercise of the rights described or referred to above shall be free of charge. In all other situations, we may charge a fee to cover the cost of verifying the request and locating, retrieving and copying any material requested. 

6.4    If you want to exercise any of your rights or if you wish to raise a complaint on how Ascott Group has handled your Personal Data, you may contact the relevant Data Protection Officer at the contact details provided in paragraph 12.1 below.

7.     Management and Security

7.1    We have appointed Data Protection Officers to oversee our management of your Personal Data in accordance with this Policy and the applicable data protections law. We train our employees who handle your Personal Data to respect the confidentiality of your Personal Data, and we regard breaches of all applicable data protection laws very seriously.

8.    Cookie Policy

8.1    Please see our Cookie Policy for more details. 

9.    Third-Party Sites 

9.1    Our website may contain links to other websites operated by third parties, such as our business partners. We are not responsible for the privacy practices of websites operated by third parties that are linked to our website, unless that is a mandatory requirement by applicable data protection laws and regulations. We encourage you to learn about the privacy policies of such third parties. Once you have left our website, you should check the applicable privacy policy of such third parties at their respective websites to determine how they will handle any information they collect from you. 

10.        Third Party Modules

10.1    Our website uses the Google Maps API from Google Inc (“Google”). For more information about the privacy practices of Google, please see Google’s Privacy Policy available at https://www.google.com/policies/privacy or such other URL as Google may provide from time to time. Subject to the requirements of applicable data protection laws, by using our website and/or such functionality built into the website, you agree that Google’s Privacy Policy and this Policy shall apply to the collection, use and disclosure of your Personal Data by Google and Ascott respectively. 

11.    Telemarketing Policy 

11.1     This section outlines our telemarketing policy which relates only to individual users of Singapore telephone numbers and was developed to comply with the Do Not Call (“DNC”) provisions under the PDPA. Our telemarketing policy applies to the Ascott Group unless we have notified you otherwise in writing.

11.2    We aim to comply with the DNC provisions and your choices to receive promotional and marketing messages:

a)    If you have registered your Singapore telephone number with the relevant Singapore DNC registers, we will not send you promotional and marketing messages via SMS, fax, calls and other means (as applicable) to your telephone number.
b)    However, if you have previously consented to our sending you such messages to your Singapore telephone number(s), we will continue to do so until you withdraw such consent, regardless of your DNC nominations.
c)    Also, if you currently have an existing, ongoing relationship with us, depending on the nature of that relationship, we may continue to send you promotional or marketing messages via SMS or fax about products and services which are related to that ongoing relationship notwithstanding your registration with the DNC Registry, unless you opt-out of receiving such messages.

12.     How to contact us

12.1      If you have any questions about this Policy or any queries relating to your Personal Data, or you would like to obtain access and/or make corrections to your Personal Data records, please contact the relevant Data Protection Officers:

All countries (except EU and Georgia)

Name: Dr Freddie Tan, Group Data Protection Officer, CapitaLand Limited

Email: ascottdpo@the-ascott.com

Number: +65 6713 2705

EU and Georgia

For individuals residing in the EU (except Germany) and Georgia, please contact the Data Protection Officer below:

Name: Philippe De L’Espinay

Email: data.protection@the-ascott.com

Number: +33 1 4105 7879

For residents residing in Germany, please contact the Data Protection Officer below: 

Name: Daniela Hartjes

Email: data.protection@the-ascott.com

Number: +33 1 4105 7881

Please provide your full name, contact details and the name of the property(s) you stayed at so that we can assist you appropriately.

13.    Governing Law

13.1     This Policy and your use of this website shall be governed in all respects by the laws of Singapore. 

For the avoidance of doubt, the applicable data protection laws will apply to the processing of your Personal Data. 

14.     Review of this Policy

14.1     This Policy will be reviewed from time to time by us. We may also from time to time update this Policy to take account of new laws and technology, changes to our operations and practices and the changing business environment. If you are unsure whether you are reading the most current version, please contact us. 

14.2     In the event of any inconsistencies between the English version and other translations of this Policy, the English version shall prevail.