TWL Hospitality · Policies
Privacy Policy
Applies to all TWL Hospitality properties: Beary Best! Chinatown, Beary Best! Kampong Glam, Beary Best! Lavender, Futura Boutique Hostel, and Straits Heritage Hostel, and to this website
TWL Hospitality ("we", "us") respects your privacy. This policy explains what personal data we collect from guests and website visitors, why we collect it, how it's used and protected, and the choices you have, in line with Singapore's Personal Data Protection Act (PDPA).
01
What Personal Data We Collect
- Booking & Contact Details. Full name, email address, phone/WhatsApp number, nationality, and stay details (dates, number of guests) provided when you make a booking or enquiry.
- Identification Details. NRIC (for Singapore residents) or passport details (for foreign guests), collected at check-in for guest registration, as required for licensed accommodation in Singapore.
- Payment Information. Card or payment details provided when booking. These are processed by our booking platform and payment processor; TWL Hospitality does not store your full card number.
- Communications. Messages you send us by WhatsApp, email, or in person, for example booking changes, requests, or feedback.
- Website Usage. This website does not currently use analytics or marketing cookies. If that changes, this section will be updated to reflect what's collected.
02
How We Use Your Data
- To process and confirm your booking, and register you as a guest as required by law.
- To verify your identity and manage check-in and check-out.
- To process payment for your stay.
- To communicate with you before, during, and after your stay: confirmations, check-in instructions, house rules, and responses to your requests.
- To respond to enquiries, feedback, and complaints, and to improve our service.
- To meet our legal, regulatory, and licensing obligations.
- With your consent, to let you know about relevant promotions or partner perks.
03
Who We Share Your Data With
- Our booking & property management system, which we use to manage reservations, guest records, and payments across all properties.
- Payment processors, to process payment for your booking.
- Online travel agencies (such as Agoda or Booking.com), only where you made your booking through that platform. Your data is also subject to that platform's own privacy policy.
- Government authorities and regulators, where required by law, such as for guest registration.
- We do not sell your personal data. We do not share it with our F&B, fitness, or tour partners (e.g. Fun Toast, Anytime Fitness, Sentosa). Any perk or discount you redeem with them is between you and that partner directly.
04
Cookies & This Website
This website does not currently use analytics or marketing cookies. Some strictly necessary cookies may be set by our hosting provider to keep the site working correctly. If we introduce tracking, analytics, or marketing cookies in future, we will update this policy and seek your consent where required.
05
How Long We Keep Your Data
We retain booking and guest registration records for as long as required under our accommodation licensing obligations, and for as long as needed to resolve disputes, meet accounting requirements, or comply with the law. Once no longer needed, data is disposed of securely.
06
Keeping Your Data Secure
We use reasonable administrative, technical, and physical safeguards to protect your personal data against unauthorised access, loss, or misuse, and limit access to staff who need it to do their jobs. Payment details are handled by our payment processor under its own security standards, not stored by us directly.
07
Your Rights
Under the PDPA, you may request access to the personal data we hold about you, request that we correct inaccurate data, and withdraw your consent to uses of your data that aren't required by law (this may affect our ability to provide certain services, such as completing a booking). You may also lodge a complaint with us or with Singapore's Personal Data Protection Commission (PDPC).
To make a request or ask a question about your data, contact us at hello@twlhospitality.com.
08
Changes to This Policy
We may update this Privacy Policy from time to time. The version published on this website applies from its "last updated" date above.