Privacy & equality policies

WE DON’T BELIEVE IN SMALL PRINT

PRIVACY & EQUALITY POLICIES

We take your security seriously

We don’t believe in lengthy small print which is why you can read our clear and transparent privacy policy and equality policy below. If you have any questions or queries please don’t hesitate to get in touch and we will do all we can to answer these.

1. Introduction

Tailored Stays receives your information through various methods. We hold your information, and therefore we are committed to keeping it safe and secure.

New regulations have come into force recently which requires us to explain why we need your data, what we do with it, how we store it and who we may share it with.

Being an open and transparent company, we have set out the following document in the hope that you are able to fully understand exactly what we do (and do not do!) with your information.

Should you still have a niggling query, please feel free to get in touch and we shall be happy to explain further.

2. What is the GDPR?

There is no doubt that you will now be familiar with the term ‘GDPR’ after receiving lots of emails about it from various companies between April and May 2018, but a lot of people still do not fully understand what it means.

GDPR stands for The General Data Protection Regulations and it came into force on 25th May 2018. It replaces the Data Protection Act 1998 and means that companies based in the EEA (European Economic Area) are subject to stricter rules about how your personal data is stored and processed. It gives you more control over your personal information, what companies do with it, how they manage it, and how you access it.

When the UK leaves the EEA, these rules will still apply. It also applies to any company outside of the EEA who has dealings with individuals inside the EEA.

For example, if you, (an individual in the EEA) buy a product from a company in China, that Chinese company must comply with GDPR Regulations.

3. What are the legal bases for data collection?

Any individuals’ data which is collected, and processed by a company now must fall within one of six ‘legal bases’ (or categories if you prefer).

Tailored Stays only has need to use four of the six categories, and these are

– Contractual Obligations.

– Legal Compliance

– Legitimate Interest

– Consent

We appreciate that sounds a little formal, when all you wish to do is book one of our (rather stunning) apartments, so below we shall explain each point and how it directly relates to you, your booking and us, Tailored Stays.

– Contractual Obligations

When you purchase one of our apartments, we are entering into a contract, whereby you have paid for a service and we provide it to you.

Should we not have your:

Name – Well firstly, it would be a little awkward when greeting you! But in addition, we would be unable to send completed confirmations, take your payment etc.

Contact number – We shall be unable to contact you to arrange your check in, and therefore be unable to meet our end of the contract

Email Address – We shall be unable to send you confirmation of your booking, along with all the relevant information you will need for your stay

Home Address – We shall be unable to process your payment, as an address is ordinarily required to process payment.

Home address is also needed for ‘Legal Compliance’ – see below.

Payment Details – If we are unable to take payment for your booking then we cannot complete our contractual obligations.

– Legal Compliance

There may be occasions where we are required to pass over your details to law enforcement – for instance if fraud or any other criminal activity were to take place

– Legitimate Interest

We may collect and process personal information and data for our own legitimate interests, in ways which are reasonably expected and assist us in the running of our business.

This could be things such as the frequency and duration of your stays with us (it helps us analyse market trends), to obtain feedback from you (it helps us know what we are doing well and what we should tweak)

– Consent

A nice easy one – we may collect and process personal information if you give us permission to!

This could be for a newsletter, signing up to receive promotions and discounts, a competition etc.

4. What personal data does Tailored Stays collect?

Data Collected

How we use that Data Legally.

When booking directly, or via our website we collect the following

– Your name

– Your address

– Contact number

– Email address

– Payment card details

We use this information to complete your booking with us, to send you relevant correspondence relating to your booking and to reach you to check you into your apartment.

Contract

When you are a Landlord and enter into a rental agreement with Tailored Stays To form a contract and to keep in touch with you with regards our contract and business relationship Contract

When you interact with us on social media We use this to monitor customer service experience Legitimate Interest

When you enter a competition to pick and winner and to keep you and other entrants updated Consent Legitimate Interest

When you complete our check in form We use these details to ensure we have correct details of who is in our Contract Legitimate Interest property, and if you decide to opt in, to contact you with information and offers from Tailored Stays. It also helps us to create statistics and reports on the behaviour of corporate and leisure travellers.

Consent

When you visit our website, we monitor information such as:

– Your location

– The pages visited

– Time of visit, and time spent on each page of our website

This data is anonymous and we do not collect your personal details This is monitored to make relevant improvements to our website, Legitimate Interest

5. How does Tailored Stays store your data?

Tailored Stays will take all reasonable steps to ensure that your data is treated securely and in accordance with this Privacy Policy and GDPR Regulations.

All information you provide to Tailored Stays is stored on secure systems, protected by numerous levels of password protection and encryption.

Once Tailored Stays has received your information, we use strict procedures and security features try to prevent any unauthorised access.

All data stored is backed up on a password protected cloud-based server.

6. How long do we keep your data?

When we collect or process your personal data we will only keep it for as long as necessary for the purpose for which it was collected.

After this period, your personal data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for business statistical analysis and planning

Bookings

When you make a booking, we will keep any personal data you provide us for ten years, so we can comply with our contractual and legal obligations.

Online Enquiries

When you make an enquiry through our website, we will keep any personal data you provide us whilst we deal with the enquiry. Once the enquiry has been dealt with, all personal information will be deleted, however, we will keep the enquiry messaging for customer service performance monitoring, ensuring that it is non-identifiable.

7. Who do we share your data with?

We sometimes share your data with trusted third-parties. We have a very strict policy on what information can be shared with third-parties to keep your data safe and to protect your privacy.

All data shared with third parties is directly relevant for them to perform their services to us.

For example, booking.com may share the information you provide to them, for us to fulfil our obligations and complete your booking.

We currently share your personal data with the following companies, who will process your information as part of their contract with Tailored Stays

Sagepay, Worldpay, Elina, Google, STAAH, Facebook, Twitter, MailChimp, Feefo, Xero

8. Your Rights

Under the new guidelines, you have the right to request a copy of any information Tailored Stays Limited currently holds about you at any time and also to have that information corrected if it is inaccurate. To ask for your information please contact Data Protection,

Tailored Stays, c/o CKLG Accountants, 9 Quy Court, Colliers Lane, Stow-cum-Quy, Cambridge, CB25 9AU or email mark.kempson@tailoredstays.com.

To ask for your information to be updated please contact a member of the team.

Right to withdraw consent

Whenever you have given us consent to process your personal data, you have the right to change your mind and withdraw that consent at any time.

Where we rely on our legitimate interest

In cases where we are processing your personal data for legitimate business interests, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your data.

Direct marketing

You have the right to stop the processing of your data for any and all direct marketing activity through all channels, or selected channels. We must always comply with your request.

You can either contact us directly to stop direct marketing or click the unsubscribe button on any marketing email you may receive from us to stop all future marketing campaigns being sent.

Checking your identity

To protect the confidentiality of all personal data we hold, we will ask you to verify your identity before proceeding with any request for information. If you have instructed a third-party to make the request on your behalf, we will ask them to prove they have your permission to do so. 9. Contacting the regulator

If at any point you feel that your data hasn’t been handled correctly, or you are unhappy with any response to requests you have the right to lodge a complaint with the Information Commissioner’s Office.

You can contact them on 0303 123 1113 or go to www.ico.org.uk/concerns.

If you are based outside of the UK, you have the right to lodge your complaint with the relevant data protection regulator in your country. 10. Any Questions

We hope that this information has answered your questions regarding Data Privacy and GDPR, but should you have any remaining questions please do not hesitate to get in touch.

……

EQUALITY ACT

Tailored Stays operates in accordance with the Disability Discrimination Act 1995 and the Equality Act 2010. Should any prospective guest have any queries, or additional accommodation requirements then we shall be keen to discuss these, to establish how we can provide the most appropriate accommodation, and make our guests’ as comfortable as possible.

TAILORED STAYS

THE SERVICED APARTMENT PROVIDER TRAVELLERS TRUST

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