Privacy Notice

Sol Playa

Last updated: April 30, 2026

Sol Playa S.A. de C.V., RFC SPL030807TP6, with address at Calle 88 MZA 460 Lote 4 between 5th and 10th Avenue, Colonia Luis Donaldo Colosio, ZIP Code 77710, Playa del Carmen, Quintana Roo, Mexico, is responsible for the processing of personal data collected from its guests, clients, visitors and users, in accordance with the Federal Law on the Protection of Personal Data Held by Private Parties in Mexico.

For the purposes of this Privacy Notice, the commercial name of the establishment is Sol Playa.

In case of discrepancy between the different language versions, the Spanish version shall prevail.

1. Personal data we collect

Sol Playa may collect the following personal data:

• Full name.
• Telephone number.
• Email address.
• Country, nationality, address or place of residence.
• Date of birth.
• Type and number of identification document.
• Reservation details, including arrival and departure dates, number of nights, assigned room, number of guests and children’s ages, where applicable.
• Payment data, deposits, balances, charges, consumptions, penalties or damages related to the stay.
• Tax and billing information, when an invoice is requested.
• Comments, special requests, complaints, reports, forgotten item information or communications related to the stay.
• Communications made by email, telephone, WhatsApp or other contact channels.
• Images captured by security cameras located only in common and security areas, such as the property entrance and the cashier/bar area of the restaurant.

Sol Playa does not keep copies or photographs of passports, official IDs or other identity documents of guests. Only the type and number of the document may be recorded when necessary for identification, registration and operation of the stay.

Sol Playa does not request sensitive personal data. If a guest voluntarily provides special information related to their stay, such information will be used only to address the corresponding request, an emergency, a legal obligation or a situation directly related to the provision of the service.

2. Data of minors

When minors are registered as part of a reservation, Sol Playa may process only the data necessary for the proper provision of lodging services, occupancy control, security, internal operation and compliance with legal obligations.

3. Primary purposes of processing

Personal data will be used for the following necessary purposes:

• To register, confirm, manage and modify reservations.
• To carry out check-in and check-out processes.
• To confirm the guest’s identity and register room occupancy.
• To provide lodging, breakfast, restaurant and related services.
• To manage payments, deposits, balances, consumptions, damages, charges, penalties or applicable refunds.
• To process payments through bank terminals, banks, payment gateways, Stripe, PayPal or other authorized means.
• To issue receipts, payment confirmations or invoices when requested.
• To communicate with the guest before, during and after the stay.
• To handle requests, questions, complaints, comments, forgotten items, clarifications or situations related to the visit.
• To manage property security, prevent incidents and respond to emergency situations.
• To maintain internal controls for operation, administration, accounting, auditing, statistics and service improvement.
• To comply with legal, tax, accounting, administrative, tourism, civil protection, security and other requirements from competent authorities.

4. Secondary purposes

Additionally, Sol Playa may use personal data for the following purposes, which are not necessary for the main provision of the service:

• To send information about future stays, benefits, promotions, news or commercial communications from Sol Playa.
• To conduct satisfaction surveys, guest experience follow-up or invitations to leave reviews.

Guests may request at any time that their personal data no longer be used for these secondary purposes by sending an email to info@solplaya.com.

Refusal to allow the use of personal data for secondary purposes will not be a reason to deny the requested services.

5. Video surveillance

Sol Playa has security cameras in limited areas of the property, mainly at the entrance and in the cashier/bar area of the restaurant.

The cameras are used exclusively for security purposes, incident prevention, protection of guests, visitors, staff, property and facilities, as well as to respond to possible requests from competent authorities.

Cameras are not installed in guest rooms, bathrooms or private guest areas.

Video surveillance recordings are kept for approximately 3 days, unless they need to be retained for a longer period due to an incident, investigation, claim, legal proceeding or request from a competent authority.

6. Platforms, providers and media used

For the operation of its services, Sol Playa may process personal data through platforms and providers related to hotel operations, such as:

• Cloudbeds or other hotel management systems.
• Reservation platforms and online travel agencies, such as Booking.com, Expedia, Airbnb, Hotelbeds, Agoda or similar platforms.
• Banks, bank terminals, payment gateways, Stripe, PayPal or other payment processors.
• Communication services, email, telephone and WhatsApp.
• External invoicing, accounting and administrative systems or providers, when necessary to comply with tax, accounting or operational obligations.

These providers may process personal data only to the extent necessary to provide their services to Sol Playa and in accordance with the purposes described in this Privacy Notice.

7. Transfers of personal data

Sol Playa may disclose personal data when necessary to:

• Process payments through banks, bank terminals or payment processors.
• Manage reservations made through travel agencies, reservation platforms, tour operators or intermediaries.
• Comply with tax, accounting, administrative or legal obligations.
• Respond to requests from competent authorities.
• Manage claims, incidents, insurance matters or situations requiring legal protection of Sol Playa, the guest or third parties.

Sol Playa does not sell, rent or commercialize guests’ personal data.

8. Retention of personal data

Sol Playa will retain personal data only for the time necessary to fulfill the purposes described in this Privacy Notice, as well as to comply with legal, tax, accounting, administrative obligations or possible liabilities arising from the relationship with the guest.

In general:

• Registration cards and stay-related documentation will be retained for the time necessary to comply with legal, administrative, tax and verification obligations.
• Tax and accounting documentation may be retained for up to 10 years or for the period applicable under current legal and tax provisions.
• Email or WhatsApp communications related to the stay may be retained for up to 1 year, unless there is a clarification, outstanding balance, complaint, claim, forgotten item, legal proceeding or administrative need justifying a longer retention period.
• Video surveillance recordings are retained for approximately 3 days, unless there is an incident, claim, investigation or legal request.

When personal data is no longer necessary for the purposes that justified its processing, it will be deleted, blocked or retained only for the applicable legal period.

9. Security measures

Sol Playa maintains reasonable administrative, technical and physical measures to protect personal data against damage, loss, alteration, destruction, unauthorized use, access or processing.

Access to personal data is limited to staff, systems, platforms or providers that require such information to fulfill the purposes described in this Privacy Notice.

10. ARCO rights

The data subject has the right to access, rectify, cancel or oppose the processing of their personal data, in accordance with applicable law.

To exercise any of these rights, the data subject must send a request by email to info@solplaya.com, addressed to:

Management / Personal Data Protection
Sol Playa S.A. de C.V.

The request must include:

• Full name of the data subject.
• Contact method for the response.
• Copy of an official ID or document proving the identity of the data subject.
• Clear description of the right they wish to exercise.
• Description of the personal data regarding which they wish to exercise their rights.
• Where applicable, documents or information that help locate the data.

Sol Playa will respond in accordance with the timeframes and conditions established by applicable law.

11. Limitation of use or disclosure of data

The data subject may request at any time the limitation of the use or disclosure of their personal data, as well as to stop receiving promotional or commercial communications, by sending a request to info@solplaya.com.

12. Withdrawal of consent

Where legally applicable, the data subject may withdraw the consent granted for the processing of personal data by sending a request to info@solplaya.com.

Withdrawal of consent will not have retroactive effects and may not affect processing that Sol Playa must carry out to comply with legal, contractual, tax, administrative, security or service-related obligations.

13. Changes to this Privacy Notice

Sol Playa may modify or update this Privacy Notice at any time to address legal, operational, administrative or service-related changes.

Updates will be available at reception and on Sol Playa’s official website, under the section “Privacy Notice”: www.solplaya.com.

14. Contact

For any questions related to this Privacy Notice or the processing of personal data, please contact:

Sol Playa S.A. de C.V.
RFC: SPL030807TP6
Commercial name: Sol Playa
Responsible department: Management / Personal Data Protection
Address: Calle 88 MZA 460 Lote 4 between 5th and 10th Avenue, Colonia Luis Donaldo Colosio, ZIP Code 77710, Playa del Carmen, Quintana Roo, Mexico.
Email: info@solplaya.com
Telephone / WhatsApp: +52 984 267 31 31