Privacy Policy
Last updated: 1 October 2026
This privacy policy applies to The Urban Hotel Group Limited, its subsidiaries, and all of the hotels, lofts, restaurants, bars and event venues operated or managed by The Urban Hotel Group, including The Urban Hotel Lusaka, The Urban Hotel Kasama and The Urban Hotel Kalumbila (collectively “Urban”, the “Urban Group”, “we”, “us”, or “our”). The Urban Hotel Group takes your privacy very seriously and treats all your personal data with great care and in accordance with applicable data protection legislation, including the Data Protection Act No. 3 of 2021 of Zambia. This privacy policy explains how we collect, use and look after your personal data, and your rights in relation to it, whether you are a user of this website, an email subscriber, a hotel guest, an event attendee, a visitor to our restaurants and bars, or a customer or partner of The Urban Hotel Group.
Our websites are not intended for persons under the age of 13 and we do not knowingly collect data relating to children. If you are under the age of 13, you must ask your parent or guardian to assist you in using the websites.
If you input any personal data of a third party (for example details of any other people in your party), you must have obtained clear permission from the individuals whose data you provide us with before sharing that data with us.
It is important that you read this privacy policy together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy policy supplements the other notices and is not intended to override them.
Information We Collect
- Contact form: your name, email address, subject and message when you contact us through our website.
- Newsletter: your email address when you subscribe to our mailing list.
- Bookings: when you check availability or book a room online, you are taken to our online booking engine, operated for us by a third-party provider (eZee). The details you enter there, such as your name, contact details, stay dates and payment information, are collected to process your booking.
- Hotel stays and events: information you give us when you stay, dine or hold an event with us, such as your name, contact details, arrival and departure dates, preferences and any identification we are required by law to record.
- Technical information: basic information your browser sends when you visit our website, such as your IP address and browser type, and the cookies described below.
How We Use Your Information
- To respond to your enquiries and requests.
- To take, manage and confirm your bookings, and to provide our hotel, restaurant and event services.
- To send you news and offers, where you have subscribed. You can unsubscribe at any time using the link in our emails.
- To keep our website secure and working properly.
- To meet our legal, accounting and regulatory obligations.
We process your personal data where you have given your consent, where it is necessary to perform a contract with you (such as your booking), where we are required to by law, or where it is in our legitimate interests to run and improve our business and those interests are not overridden by your rights.
Sharing Your Information
We do not sell your personal data. We only share it with organisations that help us provide our services, and only as needed, including:
- Our online booking engine provider (eZee), to process online bookings.
- Mailchimp, to send our email newsletter to subscribers.
- Our website hosting and email service providers.
- Government, police or other authorities where we are required to by law.
Some of these providers, such as Mailchimp, may store data outside Zambia. Where this happens, we take reasonable steps to ensure your data is protected to an appropriate standard.
How Long We Keep Your Information
We keep your personal data only for as long as we need it for the purposes above, including to meet legal, accounting and reporting requirements. Newsletter subscribers are kept until they unsubscribe.
Keeping Your Information Secure
We use appropriate technical and organisational measures to protect your personal data against loss, misuse and unauthorised access. Access is limited to staff and providers who need it.
Your Rights
Subject to applicable law, you have the right to ask us for a copy of the personal data we hold about you, to correct it, to delete it, to object to or restrict how we use it, and to withdraw your consent at any time (for example by unsubscribing from our emails). To use any of these rights, please contact us using the details below. If you are not satisfied with how we handle your data, you may also complain to the Office of the Data Protection Commissioner in Zambia.
Cookies
Our website uses cookies and similar technologies that are needed for it to work properly, for example to keep your session active and to remember the dates you search for when checking availability. You can block or delete cookies through your browser settings, but some parts of the website may not work correctly without them.
Other Websites
Our website includes maps provided by Google and links to other websites, such as our booking engine and social media pages. These have their own privacy policies, and we are not responsible for how they handle your data.
Changes to This Policy
We may update this privacy policy from time to time. The latest version will always be on this page, with the date it was last updated.
Contact Us
If you have any questions about this privacy policy, or would like to access, correct or delete the personal data we hold about you, please contact the hotel you dealt with:
- The Urban Hotel Lusaka: reservationslsk@theurbanhotelgroup.com, +260 760 900 500
- The Urban Hotel Kasama: reservationsksm@theurbanhotelgroup.com, +260 769 389 810
- The Urban Hotel Kalumbila: res.kalumbila@theurbanhotelgroup.com, +260 764 513 230
The Urban Hotel Group Limited, Counting House, Thabo Mbeki Road, Lusaka, Zambia.