Queensgate Hotel Website Privacy Policy

Introduction

This website is operated by Jivrat Associates Limited (“we”, “us” or “Queensgate Hotel”) and we are a controller for the purposes of the Data Protection Act 1998 and the EU General Data Protection Regulation 2016/679. This means that we are responsible for, and control the processing of, the personal information you provide to us when using this website in accordance with this privacy policy.

Queensgate Hotel understands that customers care about the use and storage of their personal information and we value your trust in allowing us to do this in a careful and sensible manner. We have created this privacy policy statement in order to demonstrate our commitment to the privacy of our customers.

By using Queensgate Hotel, our websites (including our mobile site), our mobile app, our social media pages, our dedicated telephone reservations line, our helpdesk functions and any other Queensgate Hotel service, or participating in our recruitment processes, you are acknowledging that we are processing your personal information and, where necessary consenting to such practices, as outlined in this statement.

Personal information which we collect

We collect personal information about you (and others if their personal information is provided by you) when you:

1. make or manage a booking either personally or as a guest of another guest;
2. register or alter details for “QFriends” and “Queensgate Hotel Business” accounts;
3. request a brochure;
4. sign up for our newsletter and other marketing emails (in line with Marketing below);
5. enquire about or apply for a Corporate Account or Business Account or QFriends loyalty card; engage with us to receive helpdesk services (such as by contacting our customer services department, through the “Contact Us” or “Enquiry” or “Make a Booking” or similar form on our website or by calling our telephone helpline (which may be recorded);
6. post material to our website and / or social media page;
7. complete customer feedback or surveys as part of your stay at one of our hotels;
8. register at the reception or kiosks in one of our hotels;
9. raise a complaint or dispute with us or are involved in a legally recordable incident at our premises (e.g. in relation to health and safety reporting);
10. speak to one of our representatives, call centre agents or members of our customer services or PR team;
11. participate in competitions or promotions;
12. and / or use our website and customer applications in any other way
13. make or manage a booking for our services or purchase our products through a third party agent or hotel booking system.

The personal information collected in the above manner may include the following about you (and others if their personal information is provided by you):

1. full name;
2. postal address;
3. email address;
4. telephone number;
5. payment details;
6. geo-location;
7. machine identifiers (such as IP addresses);
8. dispute resolution information;
9.  disability and health information;
10.  supplementary information (dietary and other preferences and special requirements);
11. image data;
12. behavioural data (tags and cookies – see Cookies and Tracking section below);
13. voice recordings; and
14. identification information (such as passports, drivers’ licences or national identity cards).

Personal information provided by third parties

We may receive information about you from other sources (such as the Mail Preference Service, Siteminder, Paypal, Worldpay), which we will add to the information we already hold about you in order to help us provide our products and services in accordance with your requirements and to ensure that the quality of data we have on your account(s) is maintained properly. We may also obtain information about you from social media providers such as Twitter and Facebook or from third party websites where you have left commentary or feedback about us (for example on TripAdvisor).

How we use your information

We will collect personal information:

 a) In order to take the necessary steps in preparation of, or to fulfill our obligations under, a booking contract:

1. Bookings and payments – provide communications about bookings, products and services being provided to you (and others if their personal information is provided by you);
2.  Bookings and account updates – send details of new, amended or cancelled bookings or ‘QFriends’ account details and changes – usually via email;
3. Update you on matters affecting your booking – contact you (and others if their personal information is provided by you) in the event of a change that affects a booking or any data or personal information you have provided us with, such as changes to terms and conditions of booking or this privacy policy;
4. Website service communication – provide notifications of any changes to our website or to our services that may affect you (and others if their personal information is provided by you);
5. Customer service communication – provide you with requested information or correspondence, such as a menu changes or a response from us to an enquiry made by you;
6. To provide assistance in completing bookings – send reminder emails to continue with a booking which is in your “basket” on our websites or mobile app but is not paid and completed;
7. Maintain your QFriends or Business accounts – create a profile about you in relation to your booking, to update our records, create and maintain your account.

b) With your consent:

1. Simplify payment and booking process – use saved details including your payment preferences within your Business Account or QFriends account so that when making future bookings, you have the convenient option of selecting a previously saved payment methods (that may or may not include your card details, whilst still complying with the needs to maintain secure and safe storage of financial data).
2. Marketing communications – create a profile about you for marketing purposes to tailor our communications to you. We may use automated processes to do this;
3. Promotional offers – inform you about promotional offers and other products or services that may be of interest (in line with Marketing communications above);
4. Maintain records indicating your consent to status – to ensure we accurately reflect your wishes when communicating to you;.

c) In our legitimate interest* improve our services:

1. Market research – to contact you (and others if their personal information is provided by you) to ask about the experience using our hotels and services as part of a continual programme of customer service improvement. This is not marketing communication and is separate to Marketing communications above. We may use third parties for example TripAdvisor to provide such market research communications to you on our behalf;
2. Website customisation – to customise our website and its content to your particular preferences in accordance with the Cookies and Tracking section below;
3. Customer support – monitor calls and help train staff in relation to our customer support and helpdesk function;
4. Product and service improvement – to improve our product and services;
5. Service analysis – to conduct research, statistical analysis and behavioral analysis. This may include providing aggregate statistical information relating to customers, sales, traffic patterns and related site information to reputable third parties.

d) In our legitimate interest* to protect against fraud:

1. Website improvement and fraud prevention – improve our websites, prevent or detect fraud or abuses of our websites and enable third parties to carry out technical, logistical or other functions on our behalf;
2. Security – carry out security checks when allowing you access to our services and to block fraudulent or suspected fraudulent activity.

5) in order to meet our legal obligations:

1. Taxation – ensure we meet our tax and other regulatory obligations;
2. Registration – ensure local jurisdiction regulations are complied with (where registration is necessary in such jurisdictions).

* any reliance on legitimate interest shall not prejudice your interest or fundamental rights and freedoms.

Marketing

We may periodically send promotional material to you about new products, special offers or other information which we think you may find interesting based on the profile we have created about you to the email addresses and phone numbers which you have provided.

If these are similar to products, services and bookings previously supplied by us to you, we will assume, under our legitimate interests to promote similar goods and services, that you are willing to receive this information unless you tell us otherwise. Please note that we do not want to send you information that you do not want to receive and you can opt out at any time (please see ‘The right to ask us to stop contacting you with direct marketing’ below for further information).

We will always ask your permission before sending you email marketing information (unless your company is a member of QFriends or you have already received similar services, products or bookings from us as mentioned above). We do this by asking for your positive confirmation (e.g. by providing a tick or inserting your contact details in the relevant boxes) indicating that you wish to receive marketing and you can opt out at any time (please see ‘The right to ask us to stop contacting you with direct marketing’ below for further information). This ensures you only receive information that you have given us permission to send and are willing to receive.

If your company is a member of QFriends we will send electronic marketing messages to the email addresses provided by the member company to promote Queensgate Hotel and related benefits. However you will still have the ability to opt out of these messages in accordance with this policy (see ‘The right to ask us to stop contacting you with direct marketing’ below).

We may use your information to create a profile about you in order to tailor, by automated means, our communication and marketing to you. You can object to such profiling, please see ‘The right to object to automated decision making / profiling’ below).

From time to time, we may also use your information to contact you for research purposes and / or to ask about your experience using our hotels and services as part of a continual programme of customer service improvement. We may contact you by email, telephone, text, social media and / or mail. We may also use the information to customise the website according to your interests.