Privacy

Who we are

Our website address is: https://polraen.co.uk/ Polraen Country House Hotel is a family-owned sole trader business in one single location, using a third party booking software from Freetobook to enable customers to make online bookings and to manage those bookings. Stripe is a payment processing platform integrated within Freetobook for the purpose of accepting online card payments.

Information We Collect

Information we collect includes both information you knowingly and actively provide us when using or participating in any of our services and promotions, and any information automatically sent by your devices in the course of accessing our products and services.

Collection and Use of Information

We may collect personal information from you when you do any of the following:

• Make a booking
• Sign up to receive updates via email or social media channels
• Use a mobile device or web browser to access our content
• Correspond with us via the contact forms on our website or via phone, SMS, email, social media or on any similar technologies

When you visit our website, our servers may automatically log the standard data provided by your web browser. It may include your device’s Internet Protocol (IP) address, your browser type and version, the pages you visit, the time and date of your visit, the time spent on each page, other details about your visit, and technical details that occur in conjunction with any errors you may encounter.

Personal Information

Personally identifiable information is known only when voluntarily provided by a visitor for registration, booking requests or other participation of visitors in any available online interactive activities. This includes but is not limited to enquiries about our accommodation, general enquiries, weddings, short breaks, special offers and blog comments etc

We only collect and use your personal information when we have a legitimate reason to do so and in order to provide our services to you.

Your name, address, telephone number and email along with payment information and the names of any guests travelling with you are collected and stored on the Freetobook system when you make your booking.

Your email address may be used to invite you to send feedback after your stay. If you complete a review it may be posted on our website, Facebook page or Google business profile. However, no identifying details will ever be attached to a review posting. With your permission, we may from time to time contact you about promotions and offers.

Payment Data

Card details entered by you during the online booking process are stored on an automated Level 1 Payment Card Industry (PCI) compliant payment system provided by Stripe Payments Europe Ltd. If card details are given over the phone for telephone bookings, they are key entered directly into Stripe exclusively by Polraen’s owners Gill Bridges and husband Martin Bridges who handle all bookings.

Security of Your Personal Information

Freetobook and Polraen Country House together operate as joint data controllers for the processing of your personal booking data. In accordance with the General Data Protection Regulation (GDPR), we observe reasonable procedures to prevent unauthorised access and misuse of personal information. FTB use security procedures and technical and physical restrictions for accessing and using the personal information on their servers. Only authorised personnel are permitted to access personal information in the course of their work.

At Polraen, only Gill and Martin Bridges have access to the booking and payments system provided by Freetobook. Access to Polraen’s booking system is password protected. Any paper records generated during telephone bookings are destroyed after a transaction is complete. Card data is not held electronically by Polraen in any way but accessed for the purposes of processing a balance transaction via Stripe.

How Long We Keep Your Personal Information

Your data is kept no longer than necessary in order to comply with legal obligations and for Polraen to welcome your repeat business. If your personal information is no longer required, we will delete it or make it anonymous by removing all details that identify you.

However, if necessary, we may retain your personal information for our compliance with a legal, accounting, or reporting obligation or for archiving purposes in the public interest, scientific, or historical research purposes or statistical purposes.

Disclosure of Personal Information to Third Parties

We may disclose personal information to:

• third party service providers for the purpose of enabling them to provide their services, for example, IT service providers, data storage, hosting and server providers, advertisers, or analytics platforms
• sponsors or promoters of any competition, sweepstakes, or promotion we run
  courts, tribunals, regulatory authorities, and law enforcement officers, as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise, or defend our legal rights
• International Transfers of Personal Information

Third parties we use who collect data from you

In the process of conducting our legitimate business and providing a service to you, data may pass between ourselves and the following third parties. This list includes but is not limited to:

• Freetobook – Channel Manager and Booking System
• Stripe Payments Europe Ltd – Payment Gateway
• Booking.com and its affiliates – Online Travel Agent
• Expedia and its affiliates – Online Travel Agent
• Google (Analytics) – Search Engine
• YouTube – Videos
• Facebook
• Instagram
• Mailchimp

The personal information we collect is stored and/or processed where we or our partners, affiliates, and third-party providers maintain facilities. Please be aware that the locations to which we store, process, or transfer your personal information may not have the same data protection laws as the country in which you initially provided the information. If we transfer your personal information to third parties in other countries: (i) we will perform those transfers in accordance with the requirements of applicable law; and (ii) we will protect the transferred personal information in accordance with this privacy policy.

Your Rights and Controlling Your Personal Information

You may exercise any of the rights described in this section by sending an email to us. Please note that we may ask you to verify your identity before taking further action on your request.

1. Correction Of Inaccurate Or Incomplete Information

You have the right to ask us to correct inaccurate or incomplete personal information concerning you.

2. Data Access And Portability

You are entitled to request copies of your personal information held by us. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person’s consent to provide the personal information to us.

3. Withdrawing Consent And Restriction Of Processing

If you have previously agreed to us using your personal information for direct marketing purposes, you may withdraw your consent at any time by unsubscribing via the unsubscribe links in emails or by sending a communication to enquiries@polraen.co.uk

4. In the event of a Data Breach

We will comply with laws applicable to us in respect of any data breach. If you believe that we have breached a relevant data protection law and wish to make a complaint, please contact us using the details below and provide us with full details of the alleged breach. We will promptly investigate your complaint and respond to you, in writing, setting out the outcome of our investigation and the steps we will take to deal with your complaint. You also have the right to contact a regulatory body or data protection authority in relation to your complaint.

Limits of Our Policy

Our website may link to external sites that are not operated by us. Please be aware that we have no control over the content and policies of those sites, and cannot accept responsibility or liability for their respective privacy practices.

Changes to This Policy

At our discretion, we may change our privacy policy to reflect updates to our business processes, current acceptable practices, or legislative or regulatory changes. If we decide to change this privacy policy, we will post the changes here at the same link by which you are accessing this privacy policy.

If required by law, we will get your permission or give you the opportunity to opt in to or opt-out of, as applicable, any new uses of your personal information.

Contact Us

For any questions or concerns regarding your privacy, you may contact us using the following details:
Gillian Bridges
https://polraen.co.uk/contact