Privacy Policy

1. Who We Are

Selva Austral Lodge & Casino ("the Lodge," "we," "us") is a luxury hospitality establishment operating at Ruta 7 Sur, km 89, Aysén Region, Chilean Patagonia. We are registered under Chilean law and operate in compliance with Ley 19.628 on the Protection of Private Life.

For all privacy-related enquiries, please contact our Data Officer at: [email protected]

2. Information We Collect

We collect personal information necessary to provide you with our lodge services, including:

• Identity information: full name, nationality, passport or ID number (required for check-in and gaming regulations)
• Contact details: email address, phone number, postal address
• Reservation data: arrival and departure dates, lodge type, number of guests, special requests
• Payment information: processed securely via certified third-party payment providers; we do not store card data
• Website usage data: pages visited, time spent, device and browser type (via analytics cookies, if consented)
• Communications: content of enquiries, feedback, and correspondence with our concierge team

3. How We Use Your Information

Your personal data is used exclusively for the following purposes:

• Processing and managing lodge reservations and payments
• Personalising your stay and fulfilling special requests
• Communicating important information about your reservation
• Complying with Chilean gaming regulations (identity verification for Explorers' Club guests)
• Improving our website and services (only with your analytics consent)
• Sending offers and news about the lodge (only with your marketing consent)

4. Cookies and Tracking

We use cookies to improve your website experience. You may manage your cookie preferences at any time via the cookie preference centre. We use four categories of cookies:

• Necessary: Required for the website to function. Always active.
• Analytics: Help us understand how visitors use our site (e.g., pages visited, time on site).
• Marketing: Used to show personalised lodge offers and promotions.
• Functional: Remember your preferences such as language or lodge type selection.

You may withdraw your cookie consent at any time by clicking "Cookie Preferences" in the website footer.

5. Data Sharing

We do not sell your personal data. We share data only where necessary with:

• Payment processors (PCI-DSS certified) to process transactions securely
• Chilean regulatory authorities where required by law (e.g., SERNATUR, gaming regulators)
• Service providers (transfer companies, spa partners) who process data strictly on our behalf

6. Data Retention

We retain reservation and identity data for a minimum of five years in accordance with Chilean tax and hospitality regulations. Analytics and marketing data are retained for no longer than 24 months. You may request deletion of data not required for legal compliance at any time.

7. Your Rights Under Chilean Law

Under Ley 19.628, you have the right to: access your personal data, correct inaccurate data, request deletion of non-essential data, and oppose the processing of your data for marketing purposes. To exercise any of these rights, contact us at [email protected]. We will respond within 15 business days.

8. Data Security

We implement technical and organisational measures to protect your data against unauthorised access, loss, or disclosure. All data transmissions on this website are encrypted via SSL/TLS. Access to personal data is restricted to authorised lodge personnel only.

9. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated via email to registered guests and via a prominent notice on this website. The date of the most recent revision is shown at the top of this page.

10. Contact

For any privacy-related questions or requests, please write to us at [email protected] or by post to: Selva Austral Lodge, Ruta 7 Sur km 89, Aysén Region, Chile.