Our commitment to your privacy
This policy explains how Ilora Retreats — operated by Untamed Horizons FTZ LLC, Dubai — collects, uses, and protects your personal data. It applies to our website, enquiry process, and booking systems.
We hold your data securely. We share it only where you have agreed. We use it to arrange your stay and improve what we offer. And we give you full control to access, update, or delete it at any time.
By making a booking or enquiry, you agree to the collection and use of your data as described here. If you book on behalf of others, you are responsible for ensuring they are aware of and agree to this policy.
The information we ask for
We collect personal information necessary to arrange and manage your stay. This typically includes:
- Name, address, email address, and telephone number
- Date of birth and passport details (where required by Kenyan or international authorities)
- Payment information — card holder name, card number, expiry date, and CVV
- Travel preferences and special requirements
- Medical conditions or dietary needs relevant to your stay, where you choose to share these
Sensitive personal data — such as medical or dietary information that may indicate religious beliefs — is collected only where directly relevant to your stay, handled with additional care, and never used beyond what is necessary.
We also collect data when you contact us by email, phone, website form, or social media — and through third parties you have authorised to act on your behalf, such as travel advisors.
What your data is used for
We use your personal information to:
- Confirm and manage your booking, and send your itinerary and stay details
- Communicate updates — including changes to your arrangements before or during travel
- Coordinate with airlines, transfer operators, and other service providers necessary to your journey
- Process payments, handle refunds, and maintain accurate financial records
- Respond to enquiries, feedback, or complaints
- Improve our services and, where you have agreed, communicate with you about future offers
We do not sell your personal data to third parties. We do not use it for purposes unrelated to your stay or enquiry without your explicit consent.
Why we are entitled to process your data
We process your personal data on one or more of the following legal grounds:
- Contractual necessity — to fulfil a booking, process payment, or complete your travel arrangements
- Legitimate interest — to improve our services, identify errors, and ensure our systems work correctly, always in proportion to your privacy rights
- Legal obligation — to meet applicable laws and regulatory requirements, including border control and guest safety
- Consent — for marketing communications, which you may withdraw at any time
Who we share your information with
We share your personal data only where necessary, and only with parties who are bound by confidentiality obligations. These include:
- Service providers involved in your stay — airlines, transfer operators, activity providers
- Payment processors and banking partners to authorise and complete transactions
- IT and back-office service providers who help us operate our systems
- Government agencies, border control, and regulators as required by law
- Travel advisors or agents you have authorised to act on your behalf
Where your data is transferred internationally — including to Kenya and the United Arab Emirates — we ensure appropriate safeguards are in place and that such transfers comply with applicable data protection requirements.
How long we keep your data
We retain your personal data for as long as necessary to fulfil the purposes for which it was collected — including legal, accounting, and regulatory obligations. For guests, this is typically seven years from the date of your stay. For enquiries that did not result in a booking, we retain contact information for no longer than two years.
You may request deletion of your data at any time. Where we are legally required to retain certain records, we will inform you of this.
Control over your personal data
You have the right to:
- Access the personal data we hold about you
- Correct inaccurate or incomplete data
- Request deletion of your data, subject to any legal retention requirements
- Object to or restrict certain uses of your data
- Withdraw consent for marketing communications at any time
- Request a portable copy of your data in a machine-readable format
To exercise any of these rights, contact us at the address below. We will respond within 30 days.
How we use cookies
Our website uses cookies — small data files stored on your device — to make the site function correctly and to understand how visitors use it. We use essential cookies (required for the site to work), analytical cookies (to understand usage patterns), and in some cases marketing cookies (where you have consented).
You can control cookie settings through your browser at any time. Disabling certain cookies may affect how some parts of the site function.
Privacy queries and requests
For any questions about this policy, to exercise your data rights, or to raise a concern, please contact us:
Untamed Horizons FTZ LLC
On behalf of Ilora Retreats
info@ilora-retreats.com
+971 50 413 9912 · Dubai
We may update this policy from time to time. The current version is always published at ilora-retreats.com/privacy-policy. Material changes will be communicated by email where we hold your contact details.