Privacy Policy

OUR COMMITMENT

As our valued guest (“You”), we value your commitment to The Pines Hotel (herein after referred to as TPH).
Our first priority is to offer you exceptional stays at our hotel and we recognise that your privacy forms part of our commitment to our guests. Our Guest Privacy Policy is outlined below which describes how TPH use your personal information in accordance with the Data Protection Act (1998) and the General Data Protection Regulation.

 

CONSENT TO THIS HOTEL GUEST PRIVACY POLICY

Please read our Guest Privacy Policy carefully before providing us with any of your Personal Information (“PI”), i.e. any information collected and recorded in any format that identifies you personally, whether directly (e.g. name) or indirectly (e.g. phone number).

 

This Guest Privacy Policy is part of TPH terms and conditions governing our hotel services. By accepting said terms and conditions, you expressly consent to this Guest Privacy Policy.

 

WHO COLLECTS MY DATA?

Data pertaining to your experience in our hotel is gathered by TPH, based at 34-36 Burlington Road, Swanage, Dorset, BH19 1LT.
Data is collected during the booking process either via a brand booking engine or independent third party booking engine provider.

 

WHEN IS MY PERSONAL INFORMATION COLLECTED

PI may be collected in certain circumstances as follows:

  • Booking of a hotel room – through on and offline channels including brand and independent booking engines
  • Enquiries made at a hotel for provision of services (meeting rooms, wedding venue enquiries)
  • Check in and check out
  • Consumption during a stay in the hotel as tracked through room charges
  • Claims, requests and/or disputes
  • Participation in marketing programs, with your explicit consent
  • Registering with loyalty programs
  • Contribution to guest’s surveys and/or comments (e.g. “Guest Satisfaction Survey”, “Contact us”; “Guests comments”)
  • Subscription to newsletters, to receive e-mail offers or promotions, with your explicit consent
  • Tour operators, travel agencies, GDS reservation systems
  • Connection to TPH website (IP address, session cookies and Google Universal Analytics)
  • Filling in of an online collection form (e.g. online bookings, questionnaire, forms)

COLLECTION OF PERSONAL INFORMATION VIA COOKIES

A cookie is a small file – it’s saved onto your computer or other device when you visit some websites.
However, if you visit our website, we may collect data about your use of it. This website usage data may include your IP address, along with your geographical location, browser type and version, operating system, the referral source, length of visit, pages viewed and website navigation paths as well as information about the timing, frequency, amounts and patterns of your visit or visits. The source of this website usage data is our website hosting company’s visitor logging and analytics system.
This data may be processed for the purposes of analysing the use of our website. The legal basis for this processing is our legitimate interests, namely monitoring and improving our website.

 

WHAT ARE THE PURPOSES OF DATA COLLECTION BY TPH?

We use PI for the following purposes:

  • To deal with your enquiries and requests
  • To book and reserve hotel rooms and requested accommodation or venue hire provision
  • To establish and maintain business records and comply with accounting requirements and local regulations
  • For back office processing; including managing a list of undesirable guests, further to a non-payment, or to improper behaviour
  • To manage guests’ complaints
  • To track consumption (telephone, bar, etc)
  • To let you benefit from our loyalty program
  • To implement security and fraud prevention means
    Administering membership records

HOW TPH USE PERSONAL DATA FOR MARKETING PURPOSES

  • To process your PI in TPH Clients Relationship Management program
  • To better understand your needs and requests and to tailor our products and services to better
  • To send you newsletters, promotions and marketing material or contact you about tourism, hospitality or services, hotel promotions or about TPH
  • To conduct surveys and analyse guests’ questionnaires and comments and activity patterns
  • To secure and improve use of Internet websites including website

Should you wish to discuss any query regarding use of your data for marketing purposes, contact TPH on 01929 425211 or at 34-36 Burlington Road, Swanage, Dorset, BH19 1LT. Please note that we will only collect your PI with your explicit consent.

 

WHAT PERSONAL INFORMATION IS COLLECTED BY TPH?

As a customer of TPH, you may be asked, at various times, to provide PI about you and your family members, such as:

  • Contact information, e.g. name, telephone numbers, e-mail addresses, postal addresses
  • Other personal details: date of birth; nationality
  • Child Information: name and birth date
  • Credit card details (only in secure transactional related system)
  • Membership card numbers of any loyalty program
  • Your dates of arrival and departure
  • Your preferences and interests, e.g. preferred location of room (low floor, high floor), type of bed, preferred newspaper, sports and cultural interests
  • Any questions/comments you may have during or after your stay in our hotel

COLLECTION OF SENSITIVE PERSONAL DATA

In order to satisfy certain requests or to provide you with specific services during your stay, TPH may collect data which may be considered sensitive including leisure habits, personal activities and hobbies, cultural habits, smoker/ non-smoker status.

TPH may collect data to facilitate certain dietary requirements or provide accessible access facilities during your stay in our hotel.

 

We do not knowingly collect PI from children under the age of 18, except name, date of birth and nationality as provided directly by an adult on their behalf or with an adult’s permission. If you believe your child has submitted PI directly to us, please contact us so that we can delete such PI.

 

We do not knowingly collect sensitive information such as racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health or sex life details.

 

SHARING OF YOUR PERSONAL INFORMATION

At TPH, we will not share your data with third parties unless we are obliged to disclose personal data by law, or the disclosure of national security, taxation and criminal investigation, or we have your consent, and to the following.

 

These authorised individuals include (but is not limited to):

    • Hotel reservation staff using TPH reservation tools
    • Information technology staff and marketing department staff
    • Medical services
    • Legal Department staff

DATA SHARING WITH THIRD PARTIES

TPH work closely with other third-party websites. Please note this Guest Privacy Policy does not apply to your use of these third-party websites. Please check the privacy policies of any other website before sharing your Personal Information.

We may share your PI with external third parties for providing you with the requested services and improving your stay with us. Third party service providers may include (but is not limited to): booking engine providers, IT subcontractors, commercial partners, local authorities and any authority which we are required by law to do so.

 

DATA SECURITY

TPH takes appropriate technical and organisational measures, in accordance with local law requirements, to protect your PI against accidental or unlawful destruction or accidental loss, alteration, unauthorised disclosure or access. To this end, we have implemented technical measures such as firewalls and organisational measures such as a login/efficient password and physical protection.

 

DATA STORAGE

We will store your PI only for the time necessary for the purposes stated in this Guest Privacy Policy, or as permitted or required by any applicable law.

 

RIGHTS TO ACCESS AND MODIFY YOUR PERSONAL INFORMATION

You have the right to access, modify or delete your PI at any time.

 

You can also object to the processing of your PI held by TPH as described in this Guest Privacy Policy provided that you have legitimate reasons or make a Subject Access Request.

 

However, please note that if you object to the collection of PI, we may, in certain circumstances be unable to provide you with services requested during your stay.

 

To discuss access to PI held about you for marketing purposes or if you encounter any problem when exercising your rights, you can contact TPH on 01929 425211 or at 34-36 Burlington Road, Swanage, Dorset, BH19 1LT
TPH do not charge individuals for any requests made regarding collection of PI.

 

In the interests of protecting the privacy of all TPH guests, we will need to verify your identity properly prior to responding to your request. To this end, we may request a copy of a valid identification paper such as a current driver’s license, identity card or passport.

 

If your PI is not accurate, complete or up to date, please provide TPH with your request for correction at the contact details outlined above. Any requests for correction will be dealt with as soon as practicable or in compliance with applicable law.

 

QUESTIONS / CONTACT

If you have any questions about this Guest Privacy Policy or how THP processes your PI in general, please contact us on 01929 425 211 or at 34-36 Burlington Road, Swanage, Dorset, BH19 1LT