Privacy policy

The privacy and security of your data are of great importance to us. No matter whether you book a room or you are a member of our Loyalty program, we want you to trust that the data you provide to us are properly kept and protected.

This privacy policy is prepared in order to explain more about who we are and how we gather and manage your data.

Who we are

This Privacy policy is issued by Resort Mavrovo Doo and includes the hotels: Bistra, Sport, and Lodge (all together called “Resort Mavrovo”, “we”, “us” or “ours” in this Privacy Policy) and it refers to the data that we gather and use in our business activities.

Personal data we gather and the way we use it 

We collect and use personal data in the case you make a reservation through our booking system, which you use to send us a booking request, you stay at hotel Bistra, Sport or Lodge or you take part in our Loyalty program. We generally gather this data from you directly, but in some cases we can receive your data from other sources as well. For instance, we occasionally gather data from social networks, when we ask our users to refer a friend to use or receive the benefits of a service offered by Resort Mavrovo DOO. In these instances, we always ask the users to make sure that the person they refer is ready to provide his/her personal data, and also to ask their friends to read this Privacy Policy if they want to know more about the way their data is used.   

You are not obliged to provide your data, even though if in some cases you decide not to, you will not be able to use our services. For instance, perhaps we will not be able to complete your reservation or perhaps you will not be able to participate in our Loyalty Program.

When you make a reservation or stay at hotel Bistra, Sport or Lodge

Data we gather: We gather you data when you make a reservation through our booking system or when you stay at the hotel. The data gathered during the booking or during your stay can include the following:

  • Your name and surname, e-mail, home address, telephone number, nationality, and credit card data; 
  • Data on you membership in our Loyalty Program 

This data can be delivered to us directly when you make your reservation through our booking system or directly at the hotel. In some instances, we receive this data from third parties – when you make a reservation through a tourist agency, for example. 

How we use this data: We use the data we receive from you to fill out your hotel reservation and to fulfil certain legal obligations. Prior to your stay, this can include sending your data to the hotel or sending a message to you. After your stay, we can also send you a message or a survey in order to receive feedback regarding your experience. 

If we have your consent, in certain instances we can send you advertisements on promotions and novelties we consider relevant for you. 

When you join our Loyalty program

Data we gather: We gather data for your membership in our Loyalty program. The data gathered during your membership or participation in this program can include the following:

  • Your name and surname, e-mail, home address, telephone number.

How we use this data: We use your data in order to perform and provide services in our Loyalty program. We also use your data to fulfil certain legal obligations. 

Legal grounds for processing your personal data 

We are obliged to gather and use your data in accordance with legal regulations on data protection.

We will gather, use and share your data only when we are certain that we have the proper legal grounds to do so. 

This can be done in the following cases:

  • You gave us your consent to use your personal data; 
  • We need your data to execute our agreement with you, for example, to make and maintain your reservation and to perform and provide services in relation to our Loyalty program in accordance with our agreement with you; 
  • The use of your data is required due to our obligations towards our regulatory bodies, law enforcement agencies or for the fulfilment of our other legal obligations; 
  • The use of your data is of a legitimate interest to us, for example for executing, improving of and informing about our services – in which case we look after your data in a manner that is proportionate and respectful of your rights and your rights to an objection.


What are cookies:  cookies are a type of data set used by servers for sending status data to the browser of the user and returning status data to the original server through the same browser. Based on this model, the data are adjusted to your needs and to the way you usually use the internet. The cookies cannot be used to discover your identity without being connected to another identifier that is able to identify you. The cookies identify we device you are using.

How we protect your data

We are dedicated to protecting the confidentiality and safety of the data you provide. For that purpose, we implement technical and organizational measures for protection from any kind of unauthorized access, disclosure, damage or loss of your data. There is no guarantee that the gathering, transfer and storing of data is completely secure, but we do take the necessary steps to protect your data in accordance with the Law on Personal Data Protection, and in accordance with the General Directive on Personal Data Protection.  

Controlling your data 

We want to make sure that you have the tools necessary to control the data you provide, including the manner in which we communicate with you. If you want to request to review, correct, limit or delete personal data, please click HERE. Please state in your request which data you’d want to review, correct, limit or delete. We will notify you as soon as possible, in accordance with legal regulations.  


Our web pages are not suited for children and we deliberately do not request nor gather personal data from persons younger than 18 years. If we discover is any way that data had been unproperly gathered from a minor, we will undertake all necessary measures to delete the data.   

Storing your data in our systems

We usually store your data only for as long as justified for the reasons elaborated in this Privacy Policy. 

Change in the Privacy Policy 

Resort Mavrovo has the right to update this Privacy Policy on personal data at any time. When we do so, we will post a notification on the web page and we will revise the date of the last update at the end of this page.