Last updated: 7 October 2026
This Privacy Policy explains how PT. Sereno Paradise Development, the operator of Sereno Lombok Resort (“Sereno”, “we”, “us”), collects, uses and protects personal data when you contact us, including through our Instagram account @serenolombokresort and our website serenolombokresort.com.
1. Who is responsible for your data
The data controller is PT. Sereno Paradise Development, operator of Sereno Lombok Resort, Dusun Torok Aik Belek, Selong Belanak, Kec. Praya Barat, Kabupaten Lombok Tengah, Nusa Tenggara Barat 83571, Indonesia. Contact: hello@serenolombokresort.com or +62 823-4222-2431.
2. Data we collect
- Instagram Direct Messages: when you send a message to @serenolombokresort, we receive your Instagram username, display name, Instagram-scoped user ID, the content of your messages (text and links to shared media), the time they were sent, and our replies to you.
- Booking and inquiry details you share: for example travel dates, number of guests, your name, email address or phone number, if you include them in a message.
- Website: information you submit through forms on our website, and basic technical data such as browser type and pages visited.
We do not collect your Instagram password, and we only access messages sent to or from our own Instagram account.
3. How we use your data
- To read, organize and answer your messages and booking inquiries.
- To keep a record of conversations so our reservations team can see which messages still need a reply, and to prioritize booking requests and complaints.
- To categorize inquiries (for example booking, pricing, partnership or complaint) using automated tools, so we respond faster.
- To manage partnership and content-creator collaborations you apply for.
- To improve our service using aggregated, de-identified statistics (for example the number of inquiries per day).
We do not sell your personal data, and we do not use your messages for advertising.
4. Legal basis
We process your data to respond to your request and to take steps before a booking at your request, and on the basis of our legitimate interest in providing good customer service. Where the law requires consent, we ask for it.
5. Service providers who process data for us
We use the following providers, who process data only on our instructions:
| Provider | Purpose |
|---|---|
| Meta Platforms (Instagram) | Receiving and sending Instagram messages |
| ManyChat, Inc. | Instagram messaging automation |
| Hostinger International Ltd. | Hosting our automation server (n8n) |
| Google LLC | Storing the conversation log in Google Sheets |
| Anthropic PBC | Automated categorization of messages (Claude API) |
Some of these providers are located outside Indonesia. We use providers that apply appropriate security measures to protect your data.
6. How long we keep your data
We keep conversation records for up to 24 months after your last message, or longer if needed for an active booking, a legal obligation or a dispute. After that, the data is deleted or anonymized.
7. Security
Access to the conversation log is limited to authorized Sereno staff. Access tokens and credentials are stored securely, and data is transferred over encrypted connections (HTTPS).
8. Your rights
You may ask us to access, correct or delete your personal data, or object to how we use it, in line with Indonesia’s Personal Data Protection Law (UU No. 27 Tahun 2022) and other applicable laws.
9. How to request deletion of your data
To delete your data, send an email to hello@serenolombokresort.com with the subject “Data deletion request”, or send a Direct Message to @serenolombokresort saying “Delete my data”. Include your Instagram username. We will delete your messages and related records from our systems within 30 days and confirm by email or Instagram message. Messages stored by Instagram itself remain subject to Instagram’s own policies.
10. Children
Our services are not directed to children under 18, and we do not knowingly collect their personal data.
11. Changes to this policy
We may update this policy from time to time. The latest version is always available on this page, with the date it was last updated.
12. Contact
For any question about this policy or your data, contact PT. Sereno Paradise Development at hello@serenolombokresort.com or +62 823-4222-2431.