hogarths Hotels is committed to protecting the privacy and security of your personal information. As a data controller we are responsible for protecting personal information that has been supplied to hogarths Hotels Ltd. This notice explains the decisions we have taken in relation to that information. Data that has been supplied by our customers and staff has been done so with permission and any items where permission has not been sought, our procedure is to delete or destroy that information unless there is a lawful or legitimate reason to retain. For information on how each data source is protected, please refer to our full policy.
We have developed a full privacy statement to explain our practices regarding the personal information we collect from our customers, clients and staff via emails, social media, written or verbal communications with us, or when you visit one of our properties. This Statement broadly describes the practices we have adopted across hogarths Hotels.
By using any of hogarths’ products or services, and/or by agreeing to this Statement, e.g. in the context of registering for any of our products or services, you agree to the collection and use of personal Information as described in this statement.
FAO: Emma Griffiths
Address: Four Ashes Road, Dorridge, Solihull, B93 8DL
Email: [email protected]
The type of information we collect about you varies according to the nature of your interactions with us. Depending on this, we collect the following information:
Details about you: your name, address, email, telephone number, your hotel room preferences, payment details, your reasons for travel, dietary requirements. If booking on company business, then the company details including your position within the company and contact information.
Identification documents: if you are travelling from outside the UK and Ireland, we will ask you to provide your passport number and your next destination.
Details about the service’s you book with us include: Information on your bedroom reservation. If you plan an event with us, we collect meeting and event specifications, date of the event, number of guests, details of the guest rooms and information on your organisation (name, budget, number of events per year) along with information on the guests or third-party agents/suppliers that are part of your group or event. We collect details of any special assistance required.
Your interactions with us: information about your communications with us and our employees, including when you make enquiry, comments, complaints or submit feedback to us (whether formally via email or by feedback forms, or verbally to our employees, via social media or application platforms).
Job applicants: If you apply for a job with us, we will request your CV and information about your work history, educational details and the position you are applying for.
How we collect information about you will depend on how you interact with us and what services you arrange with us. Depending on this, we will collect information about you in any of the following ways:
• When you browse our website
• When you book or search for an event or a reservation booking using a third-party site: for example: Expedia, Booking.com, Hotels, com, Agoda, Hitched (list is not exhaustive)
• When you fill out feedback forms about your stay or event with us.
• When you apply for a job with us, via email or in person with our Job Application Form.
• When you apply for a job via a third-party recruitment agent: For Example: Caterer, Indeed.
• When you request a brochure, sign up to receive email updates, participate in any of our competitions, promotions or surveys. (for example, via social media, email or our site)
• When you provide information about an accident, illness or incident that occurred in connection with your stay or event with hogarths Hotels.
• When you attend any events, we host.
We will use your information for a variety of different purposes, some of which will depend on the contact you have with us and why:
Event Organisation Profiles: If you plan an event with us, we collect meeting and event specifications such as the Company and contact name, address and email. date of the event, budget, number of guests, individual guest details for those requiring accommodation along with accounting information for payment. This information creates a company profile, unique event planner and company ledger account within our Property Management System (Reslynx) This forms our event contracts, function sheets and invoice which are sent to you by email and/or post.
In addition, we may share information about your event with third party agents and event service providers if lawfully entitled to share the data with us.
Function Sheets form the operational instructions for our hotel team and as such will be used by the team to provide the goods and services specified in your contract with hogarths Hotels. We will contact you by telephone and email prior to your event. Following your event, we may also send you a post-stay feedback survey.
Our company profiles and event details are electronically stored on Reslynx, a Guestline property management system.
Individual Room Bookings – We will require your name, address, email, phone number, nationality and payment details when making a bedroom reservation. This will generate your unique guest profile in our Property Management System (Reslynx) to enable us fulfil your hotel reservation and confirm your booking by email. In addition, we may collect, for the purpose of your stay, information such as dietary requirements, special assistance, number of children and their age, bedroom preference and car registration details. Prior to your stay we may contact you with pre-stay communication. Following your stay, we may also send you post-stay communication and satisfaction surveys to get feedback on your experience.
Payment Information – Should you choose to make a payment using a credit or debit card, either via the hotel website (hogarths.co.uk) or directly with a hotel operative for a bedroom reservation, gift card, hotel event or conference then we will store this information with our secure third party payment gateway(secure trading) which is accredited PCI DSS (Payment Card Industry Data Security Standards) level 4, which the standard payment card issuers have created to help reduce the level of fraud and card data loss .
We may use information to administer our site and for internal operations. For example, we may aggregate or anonymize your information for analytics, research or other business purposes.
Social Media/Website Contact – Our social media sites are monitored by our marketing team. We do not use your data from any social media sites or pass this information on two third party sites. We do not contact you directly. If an enquiry is made via a social media platform our Marketing Manager will respond directly. You may be asked for your contact email address and telephone number so we can make contact with you and give you more information on what you enquired for. However, if you do not wish to do this we can give you as much information over the social media site or offer you to contact the hotel by telephone or email.
Our Website Controller – Our website is hosted by KIJO. We use data from our website only if a customer enquires online and completes their details and agree for the hotel team to contact them. The Marketing Manager, HR Manager and Operations Manager only have access to this information. The HR Manager and Operations Manager will not use any data on the website, only to update hotel information, offers and menus. The Marketing Manager will use the data from the website, only if the customer ticks the opt in option and agrees to be added to our Marketing database.
Employment Applications – If you choose to apply for employment at hogarths Hotels, please see our Job Applicant Privacy Notice.
Survey and Feedback Forms – When staying at hogarths Hotels, an optional guest feedback form will be supplied in your room, restaurant or event area for you to fill out. Your information will only be used for the purpose of the management to improve service at the hotel. Should any feedback require personal contact, this will be made by the hotels Customer Service Representative to you direct by email, phone or post from the information supplied from the feedback form. It will not be used for marketing, and once your feedback has been recorded, the feedback form will be destroyed and not retained for any other purpose.
Restaurant Reservation Information – Restaurant reservation information, such as booking times and contact details are retained on our electronic secured system and are used purely for the purpose of ensuring your reservation is accurate. On arrival to our restaurants, you will be asked to confirm your consent for your information to be used in order for the hotel to directly send you information on offers, promotions or news on hogarths Hotels and will not be passed onto any third party. In order to safeguard health and safety, your profile will remain on our system should it be requested by law enforcer or public health official.
Information we collect automatically – Where permitted by law, we use tracking tools such as browser cookies and browser log-ins to access our Wi-Fi to collect information from you. We collect information about users over time when you use this website. On entry to our website, you will be requested to opt-in or opt-out to receive promotional offers and news about hogarths Hotels. Any guest that opts-out, your information will not be retained.
We get information about you from Third Parties – Where permitted by law, we may share information among entities within the hogarths Hotels Group or we may get from other third parties with whom we do business. We may get information from persons acting on your behalf, for example if someone makes a reservation for you. We may also get information from social media platforms and advertising and analytics providers (Mailchimp, Avenista, book-a-table).
We use information for marketing purposes – For example, we might send you information about new services and special offers. We might also use your information to serve you ads about our hotels, loyalty programs and offers. We might tell you about new features or updates. If you register with us, we’ll send you our promotional emails and any updates on offers or news about hogarths Hotels. We will have obtained consents, as required by law, before marketing to you. Any guests who have opted not to receive information from hogarths Hotels, unless required under law, your information will be deleted or destroyed.
Email Correspondence between the Hotel and Individuals – We collect information from you on email, which is necessary for our business, the information will be transferred on to the relevant software to complete/ update bookings. We have a firewall which is updated on a regular basis and our emails are protected by TTP software.
On what grounds will we process your information?
In connection with the purposes and on the lawful grounds described above, we share your personal information with the following third parties:
Third party suppliers that we work with to provide your booking and other events to you:
Courts or advisors: we share your information with other third parties (legal accountants, regulatory authorities, courts and government agencies) where necessary to enable us to enforce our legal rights, or to protect the rights, property or safety of our employees.
When you’ll hear from us – we will keep you up to date with our latest offers, promotions and news that we think might be of interest or relevant to you if you have indicated that you are happy to receive marketing communications from us. If you have:
If you do not want to hear from us, you can opt-out at any time by:
We do not rely on any third parties to help us manage marketing communications.
Together Marketing – hogarths Hotel are committed to ensuring the security and protection of the personal information that we process, and to provide a compliant and consistent approach to data protection. We have always had a robust and effective data protection program in place which complies with existing law and abides by the data protection principles. The information we collect is held by our nominated and approved marketing partners – LS Marketing/Together Marketing. They store the information on their secure servers in the United States which is transferred to the United Kingdom for the purpose of marketing and customer service on behalf of hogarths Hotel. hogarths Hotel are dedicated to safeguarding the personal information under our remit and in developing a data protection regime that is effective, fit for purpose and demonstrates an understanding of, and appreciation for the new Regulation. Our preparation and objectives for GDPR compliance have been summarised in this statement and include the development and implementation of new data protection roles, policies, procedures, controls and measures to ensure maximum and ongoing compliance.
KIJO – Our website is hosted and maintained by KIJO Creative Ltd. They have access to the internal workings of our website and the information they hold. By using our website, you agree to their access of your data. KIJO are bound contractually to adhere to stringent data security measures when handling our customer data and to never utilise our customer data for their own marketing purposes.
Arden Group – Provide us with IT Support, for short and long-term projects. Arden are ensuring that they are GDPR –compliant. https://arden-group.co.uk/about/our-commitment-to-gdpr/
Mailchimp – MailChimp is the world’s largest marketing automation platform. MailChimp integrates with all the major e-commerce providers so we can use our data to send personalized campaigns. Mailchimp sites enable us to send out marketing information to customers, however only if they have given hogarths Hotel consent. The consent must be specific and verifiable. Consent is required to have a written record of when and you have agreed to let us process your personal data. No pre-checked consent boxes. You will have the right to ask for details about the way you use their personal data and can ask us what we do with your data. Mailchimp data policy can be found here: https://mailchimp.com/legal/privacy/?_ga=2.118493131.350638748.1525198901-1948886748.1487700596
BDR Group – Is the company who manage the Hotels’ WIFI data connect for marketing purposes. BDR are fully compliant with privacy regulations in that every user that logs in to our Wi-Fi network provides an opt-in and their consent to use of their data. BDR are compliant for the new European Privacy Regulations effective as of 2018. Guests who choose to select the “skip and go online immediately” button will be allowed to use the internet but there details are not stored for marketing purposes. All BDR policies are found here – https://www.bdrgroup.co.uk/terms-and-conditions/.
Avenista – Table Reservation & Table Management software is the most powerful and flexible dining management solution available anywhere. Avenista is Windows software that turns your reservation process (either in-house or online) into a simple process that is designed to maximise restaurant profitability, deliver great customer service, and build a reliable customer database at the same time.
ADI Telecom – is a Systems Integration and Digital Solution design company. It delivers our text message service at hogarths Hotels. This helps us engage with our customers via SMS service. Only the hogarths Hotels Marketing Manager has access to data saved on the SMS platform. Data is only used for SMS if a customer opts in to hogarths Hotels Marketing.
As you may already know, most sites collect certain information automatically in log files about the way in which you interact with them. This might include your IP address, geographical location, device information (such as your hardware model, mobile network information, unique device identifiers) browser type, referral source, length of visit to the site, number of page views, the search queries you make, and similar information.
This information will be collected by us or by a third-party site analytics service provider and will be collected using cookies.
In line with GDPR guidelines, you have certain rights in respect of the personal information that we hold about you, including:
Contacting us – you can use the contact details at the top of this document to contact us regarding your personal information
Unsubscribing from marketing communications – this can be done by clicking the link in marketing communications to ‘unsubscribe’ to these communications or by emailing [email protected] to be removed from the database.
We will comply with any request unless there is a lawful or legitimate interest to do so.
What we need to process your requests
hogarths Hotels may request that you provide addition information in order to process your request (such as confirming your identity and/or to confirm what information you wish to access).
hogarths Hotels Ltd do not share date out of the UK, we do not sell it on. We do however work this third party companies that may be based outside the UK. You can request all our third party policy….
We keep your information for as long as it is reasonably necessary to enable us to provide you with services you have requested from us, to comply with any legal obligations that require us to keep information, or for as long as reasonably require for our legitimate interests, for example, for exercising our legal rights or defence against claims.
We operate a data retention policy and look to find ways to reduce the amount of information we hold and the length of time that we need to keep it. For example: