Our commitment to your privacy
This policy explains how Ilora Retreats — operated by Ilora Retreats Limited, a company incorporated in Kenya — collects, uses, and protects your personal data. Ilora Retreats Limited is the data controller responsible for your personal data under the Kenya Data Protection Act, 2019. 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)
- A record that a payment has been made. Card payments are processed directly through our bank’s card machine (POS); we do not collect or store your full card number or 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.
Copies of your documents
On arrival at the camp, copies of your identity and travel documents — including your passport and air tickets — are scanned and archived. We retain these as part of our own operational records and to meet legal, regulatory, and tax obligations.
These copies are stored securely and accessed only where necessary for these purposes or where required by law. They are kept in line with the retention periods set out in this policy.
Images and video of your stay
During your stay — whether on safari or elsewhere at the camp — our photographer or team members may capture photographs and video in which you appear. We do this only with your consent, which you give by signing a consent form at check-in.
Where you have given consent, we may use this material for marketing purposes, including in print and online media and on our social media channels.
You may withdraw your consent at any time by emailing info@ilora-retreats.com — a single written request withdraws our use of all such material, and no form is needed. We will stop using it in any new marketing from that point onward. Withdrawal does not extend to material already published or printed before we received your request.
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
Where you have agreed, we may also use your email address to send you occasional updates, newsletters, and offers from Ilora Retreats. You can unsubscribe at any time using the link in any such email, or by writing to info@ilora-retreats.com. Unsubscribing from marketing does not affect emails relating to a booking you have made, such as confirmations and itinerary details.
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 — for example to service providers located outside Kenya — we ensure appropriate safeguards are in place and that such transfers comply with the requirements of the Kenya Data Protection Act, 2019.
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.
If you believe we have not handled your personal data in line with the Kenya Data Protection Act, 2019, you also have the right to lodge a complaint with the Office of the Data Protection Commissioner (ODPC), Kenya.
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:
Ilora Retreats Limited
Near Olkiombo Airstrip, Masai Mara National Reserve, Narok County, Kenya
info@ilora-retreats.com
+254 742 592 327
We may update this policy from time to time. The current version is always published at ilora-retreats.com/mara/privacy/. Material changes will be communicated by email where we hold your contact details.