We, The Hotels, are committed to protecting and respecting your privacy.
This policy explains how personal information we collect from you, or that you provide to us, is handled by our team.
Please read this policy carefully so you understand how we use your information and how we protect it.
If you would like to discuss anything in this policy, or want more information about our broader data protection approach, please contact us.
Information we may collect about you
We may collect and process the following types of information:
- Your name, postal address, email address, payment information, and other relevant personal details.
- Information you give us when making a reservation over the telephone.
- Information submitted through forms on our website, including mailing list sign-up forms, restaurant or hotel reservation forms, contact requests, and service enquiries.
- Information you provide when reporting a problem with our services.
- Survey responses where you choose to participate in our research activities.
- Itemised spending during your stay so that we can prepare your bill correctly. This can include room charges, outlet spending, and other items charged to your room. We may also keep this information to meet accounting, audit, and regulatory requirements.
- Information we are required to collect under local law, such as passport or identity details where applicable.
- Information about your service preferences that may be stored centrally by us.
- Details about how you use our website, including traffic data, location data, weblogs, communication data, and the resources you access.
Information we may collect about your computer or device
We may gather technical information about the device you use to access our website, including your IP address, browser type, and operating system where available. This information is used in a statistical way to help us understand browsing patterns and improve the website. It does not normally identify you personally. Aggregated statistical information may also be shared with third-party providers that help us operate the website.
Where we store your personal data
The information we collect from you may be transferred to, stored in, or processed outside the European Economic Area (EEA). It may also be handled by staff working outside the EEA on behalf of one of our service providers, including where they are involved in processing payment information. By submitting your personal information, you agree to this transfer, storage, and processing. We will take reasonable steps to ensure your information is handled securely and in line with this policy.
All information you provide to us is stored on secure servers. Payment transactions are encrypted using Secure Socket Layer (SSL) technology.
How we use the information
We use the information we hold about you for the following purposes:
- To provide you with information, products, or services that you request from us, or that we believe may interest you where you have agreed to be contacted.
- To carry out our obligations under contracts entered into with you.
- To let you know about changes to our services.
- To help ensure that our website content is presented effectively for you and for your device.
If you do not want us to use your information in this way, you can contact us and ask to be removed from our database.
When we disclose your information
We may share your personal information with our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006. We do not sell your personal information and we do not disclose it to third parties except in the following situations:
- If The Hotels, or substantially all of their assets, are acquired by a third party, the personal data held about customers may form part of the transferred assets.
- If we are required to disclose or share personal information to comply with a legal obligation, to enforce our terms and agreements, or to protect the rights, property, or safety of The Hotels, our customers, or others. This can include sharing information for fraud prevention and credit risk reduction.
Contacting you
We may contact you by email with information about offers and promotions that we believe are relevant to you. Marketing emails will include a clear option to unsubscribe from future communications.
Your rights
You have the right to request access to the personal information we hold about you, subject to the laws and regulations that apply at the relevant time.
You also have the right to ask us not to process your personal data for marketing purposes. You can do this at any time by contacting us at 8-14 Talbot Square, Paddington, London W2 1TS, or by using the unsubscribe link included in our marketing emails.
We will aim to remove your information from our systems as soon as reasonably possible after receiving your request. In some cases we may need to retain certain information because it is embedded in our systems or because we are legally or regulatorily required to keep it. Where we retain information for those reasons, access to it will be restricted.
You also have the right to withdraw any consent you have given us to use your information. If you withdraw consent, we may no longer be able to provide services that depend on that information, and we will not be liable where that inability arises as a result. We may still be required by law to retain and use certain information.
Our website may contain links to websites operated by selected partners or service providers. If you follow a link to another website, please note that it will have its own privacy policy and we are not responsible for its content or data practices. You should review those policies before providing personal information.
Changes to our privacy policy
Any updates to this privacy policy will be posted on this page and, where appropriate, may also be notified to you by email.
Contact
Questions, comments, and requests relating to this privacy policy should be sent to 8-14 Talbot Square, Paddington, London W2 1TS.
Information about our use of cookies
A cookie is a small file of letters and numbers stored on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your device.
Our website uses cookies to distinguish your device from other users of the site. This helps us provide a better browsing experience and improve the site. By continuing to browse the site, you agree to our use of cookies.
We use analytical and performance cookies so that we can recognise and count visitors and understand how they move around the website. This helps us improve the way the website works, including making sure people can find what they are looking for more easily.
We also use functionality cookies to recognise you when you return to the site. This allows us to personalise content, greet you where appropriate, and remember your preferences.
You can learn more about cookies at aboutcookies.org.uk.
You can block cookies by changing your browser settings to refuse some or all cookies. However, if you block all cookies, including essential cookies, some parts of our website may not function properly.