Privacy policy

This Privacy Policy explains what personal data we collect, what we use it for, whom we share it with, and what rights you have when you visit gennhotels.com, make a booking, subscribe to our newsletter, send us an inquiry, or stay at Genn Tayrona or Playa la Roca By Genn.

It constitutes our personal-data processing policy in accordance with Article 15 of the Constitution, Law 1581 of 2012, Decree 1377 of 2013 (compiled in Decree 1074 of 2015), and the regulations that complement them. Please read it carefully: by providing your data and authorizing its processing, you declare that you are aware of it.

The controller of your personal data is GENN ECO HOTEL S.A.S., identified with tax ID (NIT) 901.840.159-4, with its registered address at Kilometer 37 of the Santa Marta – Riohacha road, Santa Marta, Colombia. It operates the hotels Genn Tayrona (Santa Marta, Magdalena) and Playa la Roca By Genn (Palomino, La Guajira).

Contact channel for personal-data matters: info@gennhotels.com · Phone +57 323 326 2332.

Data you provide to us, depending on the service you use:

• identification: first and last name, type and number of ID document, nationality, and date of birth;
• contact: email, phone, country, and address;
• booking and stay: dates, number of guests and companions, type of accommodation, and any preferences or special needs you choose to share with us;
• payment: card or transfer details are collected and processed through the booking engine’s payment providers; Genn Hotels does not store full card numbers;
• events: what you share with us in wedding and corporate-event inquiries (type of event, number of guests, dates, details);
• hotel registration: the data that the law requires accommodation establishments to record upon your arrival.

Data we collect automatically when you browse the site: IP address, device and browser type, pages visited, date and time of access, and the cookie information described below.

We do not request sensitive data. If you share health, dietary, or other sensitive information so that we can serve you better, you do so voluntarily and we use it only for that purpose.

We process your personal data for the following purposes:

• to manage your bookings, registration, and stay, and to provide the services you have contracted;
• to respond to your inquiries, requests, complaints, and claims, and to communicate with you about your booking or event;
• to comply with the legal obligations of accommodation establishments, as well as accounting, tax, and regulatory obligations;
• to send you, only with your authorization, our newsletter and communications about Genn Hotels news, offers, and experiences;
• to learn your opinion about our services and improve the guest experience;
• to ensure the safety of people and facilities;
• to compile statistics and improve the operation of the website.

Processing your data requires your prior, express, and informed authorization, which we obtain through the acceptance boxes on our forms, the booking process, hotel registration, or any other means that allows us to keep proof of it. Authorization is not required in the cases provided for in Article 10 of Law 1581 of 2012, such as information requested by an authority in the exercise of its functions.

You may revoke your authorization at any time, unless a legal or contractual duty requires us to keep the data. Revoking authorization for commercial communications does not affect operational messages about a booking in progress.

Genn Hotels does not sell personal data. We share it only when necessary to provide you with services or to comply with the law, with:

• data processors acting on our behalf under contract: the booking and payment engine provider, the email and newsletter platform, the website hosting provider, and analytics tools;
• providers of experiences, transportation, or events that you book through us, to the extent necessary to deliver the service;
• authorities that require it in the exercise of their legal functions.

In all cases we require processors to apply security and confidentiality measures and to use the data only for the stated purposes.

Some of our technology providers deliver their services from outside Colombia, for example in the United States or the European Union. When your data is transferred or transmitted to other countries, we do so in accordance with Article 26 of Law 1581 of 2012: to countries that offer an adequate level of protection, with your express authorization, or under transmission agreements that guarantee compliance with this policy.

We apply reasonable technical, human, and administrative measures to protect your data against loss, unauthorized access, misuse, or alteration: access restricted to authorized personnel, encrypted website communications (HTTPS), passwords and backups, and confidentiality obligations for our staff and providers.

In the event of a security incident affecting your data, we will act in accordance with the law and notify the Superintendence of Industry and Commerce where required.

As the data subject, you have the right to:

• know, update, and rectify your personal data;
• request proof of the authorization granted, except where the law does not require it;
• be informed about how your data has been used;
• file complaints with the Superintendence of Industry and Commerce for violations of the law;
• revoke your authorization and request the deletion of your data when there is no legal or contractual duty to keep it;
• access your personal data free of charge.

To exercise these rights, write to us at info@gennhotels.com or contact our team through the channels indicated in this policy.

You may submit inquiries and claims about your personal data by email to info@gennhotels.com, which is also our notification address, indicating your name, ID document, contact details, a description of the facts, and any documents you wish to submit.

Inquiries are answered within a maximum of ten (10) business days from receipt. If it is not possible to answer within that period, we will inform you of the reasons and the response date, which will not exceed the following five (5) business days.

Claims are answered within a maximum of fifteen (15) business days from the day after receipt. If the claim is incomplete, we will ask you to complete it within the following five (5) days; if two (2) months pass without a response, it will be considered withdrawn. If it is not possible to resolve it within the stated period, we will inform you of the reasons and the response date, which will not exceed the following eight (8) business days. While it is being resolved, we will flag the record in the database as “claim in process.”

The area in charge of handling these requests is the Genn Hotels guest-service team.

The website is not directed at minors. Data of minors that is necessary for a booking or a stay is processed with the authorization of their parents or legal guardians, respecting their best interests and fundamental rights, in accordance with Article 7 of Law 1581 of 2012.

We keep your data for as long as our relationship with you lasts and for the periods required by legal, accounting, tax, and hotel-registration obligations. Once those periods and the purposes of processing have been fulfilled, the data is deleted or anonymized for statistical purposes. Our databases remain in force for as long as the purposes described in this policy remain.

Our website uses cookies and similar technologies. A cookie is a small file that the browser stores on your device and that allows the site to work and remember your preferences. We use:

• necessary cookies, essential for the operation, security, and performance of the site;
• preference cookies, which remember options such as language;
• Google Analytics 4 (Google LLC) analytics cookies, which are only activated if you accept them in the cookie notice and help us understand in aggregate how the site is used in order to improve it;
• Meta (Facebook and Instagram) advertising cookies, which allow us to measure the results of our ads and show you relevant ads. On the Genn Tayrona pages they are part of the necessary cookies and are active from the moment you enter, so the cookie notice does not switch them off. If you arrive from one of our ads or links on Facebook or Instagram, the address carries the click identifier “fbclid”, which we keep during your visit and pass on to the booking engine to attribute the booking to the ad. You can block or delete them from your browser settings;
• third-party cookies set when playing embedded videos, using maps, or the booking engine, subject to those third parties’ policies.

On your first visit, a notice lets you accept or reject analytics cookies; Meta advertising measurement, which on the Genn Tayrona pages is active from the moment you enter, does not depend on that choice. You can change your choice at any time from this link. You can also configure your browser to reject or delete cookies; in that case, some site features may not be available.

We may update this policy to reflect legal, technological, or service changes. We will publish the current version on the site with its update date and, when the changes are substantial, we will inform you through the available channels.

For any matter related to your personal data you can write to us at info@gennhotels.com, call us at +57 323 326 2332, or write to our notification address, info@gennhotels.com.

This policy is effective as of September 13, 2026. Use of the website is also governed by the website’s Terms of Use.