Privacy Policy

Last updated: July 2026

Your privacy matters to us. This page explains how Royal Plaza on Scotts (“we”, “us” or “our”) collects, uses, discloses and protects personal data when you use royalplaza.com.sg, make an enquiry or reservation, receive communications from us, or interact with our Digital Concierge.

We manage personal data in accordance with Singapore’s Personal Data Protection Act 2012 (the “PDPA”) and other applicable laws.

1. Personal Data We Collect

Depending on how you interact with us, we may collect:

• Your name, email address, telephone number and other contact details.
• Room, dining, event or wedding reservation and enquiry details.
• Stay preferences, special requests, dietary requirements and accessibility needs.
• Questions, responses and preferences shared through our Digital Concierge.
• Website and device information, including pages visited, browser and device type, IP address, approximate location and referral source.
• Marketing preferences and other information you voluntarily provide.

2. How We Use Personal Data

We may collect, use or disclose personal data to:

• process and manage reservations, enquiries, payments and guest requests;
• provide hotel, dining, event and related services;
• send confirmations, service messages and responses to enquiries;
• personalise recommendations and guest experiences where permitted;
• operate, secure, analyse and improve our website, Digital Concierge and services;
• send marketing communications where you have consented or where otherwise permitted by law;
• prevent fraud, investigate security incidents and protect our guests, staff, systems and property;
• meet legal, regulatory, accounting and operational requirements; and
• carry out any other purpose notified to you at or before collection.

We collect, use and disclose personal data with your consent, where consent is deemed under the PDPA, or where an applicable exception permits or requires us to do so.

3. Sharing and Overseas Transfers

We do not sell personal data. We may share it with service providers and business partners that support our operations, including:

• room, dining and event reservation platforms;
• payment, email and guest-communication providers;
• website hosting, security, analytics and advertising providers;
• Digital Concierge and other technology providers;
• professional advisers, auditors and insurers; and
• government, regulatory, law-enforcement or judicial authorities where required or permitted by law.

Digital Concierge data is hosted in Singapore. Where personal data is transferred outside Singapore, we take appropriate steps to ensure a standard of protection comparable to that required under the PDPA.

4. Retention and Security

We retain personal data only for as long as it is needed for the purpose for which it was collected, or as required for legal, regulatory, accounting, security or operational reasons. Chat messages and related Digital Concierge reservation information are retained for 12 months, after which they are purged or deleted. When personal data is no longer required, we will securely delete, anonymise or otherwise cease retaining it.

We take reasonable technical and organisational measures to protect personal data from unauthorised access, collection, use, disclosure, copying, modification, loss or similar risks, including secure hosting and access controls for the Digital Concierge. We also require relevant service providers to protect personal data processed on our behalf.

No internet transmission or storage system is completely secure. Please contact us promptly if you believe your interaction with Royal Plaza on Scotts has created a privacy or security concern.

5. Cookies and Similar Technologies

Cookies are small text files placed on your device when you visit a website. We may also use similar technologies, including pixels, tags and local storage. They help the website function, remember choices, understand usage and support relevant communications.

Strictly necessary cookies

These support core website functions, security, navigation and booking services. They are required for the website to operate.

Analytics cookies

These help us understand how visitors use the website so that we can improve its performance, content and guest journey.

Marketing cookies

These may be used by us or our advertising partners to measure campaigns and show communications that are more relevant to your interests.

Personalisation cookies

These remember selected choices and may help provide a more consistent experience, including continuity within a Digital Concierge session where applicable.

For Digital Concierge sessions, cookies, cache data or similar local identifiers may be used to store session-related fields and a JWT token. These are stored locally for each chat session and are deleted when the session ends or the browser is closed. They do not store private guest information.

Managing your choices

Strictly necessary cookies are used to operate the website. Where consent is required, optional cookies are used in accordance with the choices you make through our cookie banner or preference centre.

You may update your choices through the website’s cookie controls or through your browser settings. Disabling certain cookies may affect website functionality.

6. About Our Digital Concierge

Our Digital Concierge is an AI-powered assistant designed to help you find information about Royal Plaza on Scotts quickly and conveniently.

What it can help with

• general information about rooms, offers and stays;

• live room rates and availability;

• reservation-related assistance, including access to reservation details and guest profiles where needed to support the enquiry;

• dining options, opening hours and restaurant information;

• hotel facilities, location and directions; and

• general questions about Royal Plaza on Scotts.

What it may not be able to do

The Digital Concierge may access live rates, availability, reservations and guest profiles to support reservation-related enquiries, but it does not access or process payments. Unless a transaction is completed and confirmed through an official booking or payment system, its responses do not confirm a reservation, rate, payment, amendment, special request or other commitment by the hotel.

Reliability and safety

Responses are generated by artificial intelligence and may occasionally be incomplete, outdated or incorrect. Please verify important booking, payment, policy, dietary, accessibility or special-request information with our team before relying on it.

Please do not enter full payment-card details, passport or identification numbers, account passwords, or other highly sensitive information into the chat.

How Digital Concierge information is handled

Chat messages entered into the Digital Concierge are collected and stored so that our Staff Portal team members can view chat history and better serve guests. Where the Digital Concierge is used for reservation-related assistance, we may collect and store the guest’s first and last name, email address, contact number and reservation dates, together with the chat messages needed to support the enquiry.

Identifiable chat data is not currently used for model training, model improvement or fine-tuning.

Human assistance and reporting an issue

For confirmed information or assistance from a team member, please use our official contact channels. To report an inaccurate, inappropriate or unsafe response, or to raise a concern about the Digital Concierge, please email [email protected].

7. Your Rights and Choices

Subject to the PDPA, you may:

• request access to personal data we hold about you;
• request correction of inaccurate or incomplete personal data;
• withdraw consent to future collection, use or disclosure of personal data, subject to reasonable notice and any legal or operational consequences; and
• unsubscribe from marketing communications using the method provided in the message or by contacting us.

To exercise these rights, email [email protected]. We will respond as soon as reasonably possible and in accordance with applicable PDPA requirements.

8. Third-Party Websites and Updates

Our website may link to third-party websites and services, including booking, reservation, payment and social-media platforms. Their own privacy and cookie notices apply when you use those services.

We may update this page when our practices, technologies or legal requirements change. The revised version will be published here with an updated date.

9. Contact Us

For questions, requests, feedback or complaints about personal data, cookies or the Digital Concierge, please contact:

Data Protection Officer

Royal Plaza on Scotts

25 Scotts Road

Singapore 228220

Email: [email protected]