Guest Privacy Notice
Lethendy Stoke-On-Trent Limited. (“Etruria Hall”, “we”, “us” and “our”) is committed to protecting your privacy. This Notice explains how we collect, use and share personal information relating to our prospective, current and former guests.
This Notice may change from time to time. We will advise you of material changes, but you are advised to review this Notice periodically. A copy of this Notice can be found at [www.etruriahall.co.uk/privacy-policy].
Lethendy Stoke-On-Trent Limited is the controller of your personal information.
What personal information do we collect about you?
We may collect and generate the following personal information about you and your dependents in accordance with this Notice:
- Personal details, including your full name, home and mobile telephone numbers, email address, home address, date of birth, nationality, passport details, signature.
- Personal information relating to your children, such as their first name and age.
- Your payment card details, including credit/debit card number used for transaction and reservation purposes, and records of any payments you make.
- Your membership number if you are a member of our loyalty programme including details of any reward eligibility.
- Information relating to your bookings, including your arrival and departure dates, room or other preferences, your interests and details of any special requests your make.
- Your questions/comments made before, during or following a stay with us.
- Information collected through the use of CCTV, including images.
- Your IP address, or device ID, the content you view and features you access on our websites and the search terms you enter on our website.
How do we obtain your personal information?
We collect your personal information that you provide to us including when you:
- Make a booking, sign-up for a service or contact us with a query: When you book a room with us, sign up for our newsletters, webinars, events or obtain any of our services, or when you contact us with queries, or respond to our communication. This includes when you make booking through third party accommodation providers.
- Stay at, or visit, DoubleTree by Hilton Stoke on Trent: When you visit the hotel, including at check-in and check-out and at various points throughout your stay when you interact with us.
- Make payments: When you make payments to us, you may provide financial and payment data including bank account details and other data necessary for processing payments and fraud prevention, such as credit/debit card numbers, security code numbers and other related billing information.
- Visit our website.
How do we use your personal information?
We use your personal information for the following purposes:
- Managing your reservation and stay including processing your booking, dealing with room allocation, room access, special requests, to respond to queries, to contact you with information about your reservation, to provide you with services at the hotel and to maintain records of your visit – we use the personal information of children to ensure the correct rates are applied to bookings and to deal with any special requests (e.g. for birthday cakes).
- Managing payments, invoicing and payment records in relation to your booking (including to guarantee your booking and take payment) and the use of our services during your stay.
- Managing our loyalty programme including the supply of rewards.
- Marketing about our hotel, where you have consented to receiving this.
- Maintaining security at our hotel including the use of CCTV and key card access.
- To monitor usage of our website and social media.
- To enhance and improve the services we offer by collecting feedback from you.
- Compliance – to prevent and respond to actual or potential fraud or illegal activities, to comply with our legal or regulatory obligations and to establish, exercise or defend our legal rights or for the purpose of legal proceedings.
On what basis do we use your personal information?
We rely on the following legal basis to process your personal information:
- Obligations of a contract: We may need to collect and use your personal information to enter into a contract with you or to perform our obligations under a contract with you, such as where you make a booking to stay at the hotel.
- Legitimate interest: We may use your personal information to meet our legitimate interests being the purposes listed on page 2.
- Compliance with the law: We may use your personal information as necessary to comply with applicable laws and regulations.
- Consent: We may in some circumstances use your personal information with your consent, such as where we send you marketing information. You can withdraw your consent by contacting us.
How we share information with third parties
We may share personal information internally with the various entities that make up our group. We may also share your personal information with parties outside of the group. This may include:
- Third party agents/suppliers or contractors, including our IT and communications service providers.
- Third parties relevant to the services that we provide, including accommodation booking providers and security companies.
- Accountants, auditors, lawyers and other professional advisors/service providers, regulators, authorities or governmental institutions.
- To the extent required by law, regulation or court order, for example, if we are under a duty to disclose your personal information in order to comply with any legal obligation.
Transfers of your personal information
Your personal information may in some circumstances be transferred to locations outside of the United Kingdom and the European Economic Area EEA) as well as within it for the purposes previously described above. We do not transfer your personal information outside of the UK / EEA as a matter of course. Where we have a requirement to transfer your personal information outside the UK/EEA, we will ensure that it is protected and transferred in a manner consistent with the applicable data protection laws. For instance:
- The country to which we send the personal information may be approved by the European Commission or the UK Secretary of State as providing an adequate level of protection.
- The recipient may have signed a contract based on standard contractual clauses approved by the European Commission, obliging them to protect the personal information.
In other circumstances, the law itself may permit us to otherwise transfer your personal information outside the UK/EEA.
Protecting your personal information
We adopt a variety of internal information security measures to keep your personal information safe, including to protect it from unauthorised access, use, disclosure, alteration or distribution. In addition, our IT providers have adopted high information security standards. Where we retain a third-party service provider, that provider will be carefully selected in accordance with our policies and procedures.
How long do we keep your personal information?
We will always keep your personal information for the period required by law. We will also keep your personal information where we need to do so in connection with legal action or an investigation. CCTV is generally only kept for 30 days, unless there is cause for further investigation in which case the footage may be kept for longer. Otherwise, we will only keep your personal information for the period necessary to fulfil the purposes outlined above which will usually require us to keep your personal information for the duration of your stay plus an additional [seven] years thereafter.
Upon expiry of the applicable retention period we securely destroy your personal information in accordance with applicable laws and regulations.
Your choices and rights
Subject to certain limitations, you are entitled to:
- Access your data: You can request information about the processing we carry out using your personal information and a copy of your personal information.
- Correct your data: You can request that we correct your personal information if it is inaccurate or incomplete.
- Erasure of your data: You can request we erase your personal information in certain circumstances.
- Object to our processing: You can request that we restrict our processing of your personal information in certain circumstances.
- Portability/Moving your data: You can request receipt or transmission to another organisation in a machine-readable format, the personal information which you have provided to us.
- Withdraw your consent: If we have relied on your consent to process your personal information (such as for marketing purposes), you are entitled to withdraw that consent at any time by contacting us.
- Lodge a complaint about processing: You can contact the relevant data protection supervising authority (e.g. The Information Commissioners Office (ICO) in the UK), if you think that any of your rights have been infringed by us.
How to contact us and other important information
If you would like further information on the collection, use, disclosure, transfer or processing of your personal information by Lethendy Stoke-On-Trent Limited or the exercise of any of the rights listed above, please contact us. You can do this by:
- Letter: Lethendy Stoke-On-Trent Limited, Etruria Hall, Festival Way, Stoke-on-Trent, ST1 5BQ, United Kingdom
- Company Number 596614
- Email: firstname.lastname@example.org
- Telephone: 0208 821 5154
Last updated: January 2021