Hope Street Hotel Privacy Statement: Last Updated: 16th May 2018
Our privacy statement (“Statement”)
We are committed to protecting the privacy and security of personal information and we will ensure that information you provide to us is kept private and confidential and we will only use it to provide the services you request.
This statement does not form part of any contract that you may have with us. It is provided for information only.
We have appointed a Compliance Officer for Data Protection (CODP) to oversee compliance with this policy. If you have any questions about this policy or how we handle personal information, please contact the CODP in writing using the details below.
Compliance Officer for Data Protection
Hope Street Hotel Limited
40, Hope Street
Liverpool L1 9DA
This Statement is to explain our practices regarding the personal information we collect from you or about you on this site or via our apps, through written or verbal communications with us, or from other sources.
By using any of our 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. Please note that this Statement does not apply to our processing of personal information on behalf of and subject to the instructions of third parties such as other service providers, companies that organise or offer packaged travel arrangements, marketing partners, or corporate customers.
The Data Protection Principles we uphold will comply with data protection law. The law says that the personal information that we hold must be:
The kind of information that we collect from you
At every point of enquiry, booking or guest interaction, and in conducting every aspect of our business, we may collect personal information. This personal information may include: your contact information; information related to your reservation, stay or visit to Hope Street Hotel; participation in a membership or loyalty program, participation in a contest, or marketing program (even if you do not stay at our hotel); information related to the purchase and receipt of products or services; personal characteristics, nationality, passport number and date and place of issue; travel history; payment information, such as your payment card number and other card information, as well as authentication information and other billing and account details associated with mobile billing; guest preferences; marketing and communication preferences; information about vehicles you may bring onto our properties; reviews and opinions about Hope Street Hotel or The London Carriage Works (if they are identified or associated with you); travel partner program affiliation and member number; hotel, airline and rental car packages booked; groups with which you are associated for stays at hotels; information provided on membership and account applications; and other types of information that you choose to provide to us or that we may obtain about you. We may ask for details on joint travellers, including their names and address details. We may also collect information related to conversations, including recording or monitoring customer service calls for quality assurance and training purposes, and other communications such as in-app messages and SMS. If you communicate with us through our website or make a booking online, you have the opportunity to provide additional information, such as your email subscription preferences for receiving news, offers and information from us and our partners. Also, when you book a reservation, we may ask for additional specific account information such as corporate account or for special requests or preferences. We may request demographic data or other personal information in customer surveys.
On-property Collection: We collect additional personal information during registration/check-in at our properties, including such information as may be required by local laws. We may also use closed circuit television and other security measures at our properties that may capture or record images of guests and visitors in public areas, as well as information related to your location while on our properties (via keycards and other technologies). We may also use closed-circuit television and other technologies that record sound or video for the protection of our staff, guests and visitors to our properties where permitted by law. In addition, we may collect personal information in connection with on-property services, such as concierge services, health club, spa, activities, pet services and equipment rental.
Event Profiles: If you plan an event or make a group accommodation booking with us, we collect meeting and event specifications, the date of the event, number of guests, details of the guest rooms, and, for corporate events, information on your organisation (name, annual budget, and number of events per year). We also collect information about the guests that are a part of your group or event. If you visit us as part of a group, we may have personal information about you provided to us by the group and may market to you as a result of your stay with a group or attendance at an event in accordance with your preferences as permitted by law. If you visit us as part of an event, we may share personal information about you with the event planners, as permitted by law. If you are an event planner we may also share information about your event with third-party service providers who may market event services to you as permitted by law.
Social Media: If you choose to participate in Hope Street Hotel or The London Carriage Works sponsored social media activities or offerings, we may collect certain information from your social media account consistent with your settings within the social media service, such as location, check-ins, activities, interests, photos, status updates and friend list. We may also allow you to enter into contests to provide photos, such as of your stay with us, which you may share with your connections on social media for votes, shared offers or other promotions.
The kind of information we collect from Third Parties
We may also collect information about you from third parties, including information from travel agents, payment card, and other partners; from your social media services consistent with your settings on such services; and from other third-party sources that are lawfully entitled to share your data with us. We use and share this information (and may append this information to the other information we have on file for you) for the purposes described in this Statement.
Use of Personal Information Collected About You
We use your personal information in a number of ways, including to provide and personalise the services you request and expect from Hope Street Hotel, to offer you the expected level of hospitality in-room and throughout our property, administer loyalty programs, conduct direct marketing and sales promotions and as set forth below in more detail:
Online, email, mobile, and display advertising, as well as on our website and applications and through our reservations departments in accordance with any communications preferences you have expressed.
Meeting and Event Planning: We may use your personal information to provide you with information about meeting and event planning.
Marketing and Communications: Where permitted we may use your personal information to provide or offer you newsletters, promotions and featured specials, as well as other marketing messages in accordance with any communications preferences you have expressed. We use your information to provide in-stay messaging, account alerts, and reservation confirmations; to send you marketing messages; and to conduct surveys, prize draws, and other contests. We may provide these communications via email, postal mail, online advertising, social media, telephone, text message (including SMS and MMS), push notifications and other means. With your consent, we also use user-generated content (such as photos) from social media services to deliver display advertising or on our website.
Service Improvements: We may use your personal information to improve Hope Street Hotel’s services and to ensure that our site, products, and services are of interest to you. We also use your personal information to provide you with the expected level of hospitality in-room and throughout our properties. We may use your email address to send you your hotel bill via email. It is your responsibility to ensure that we have the correct (and preferred) email address for you. If you make a reservation for another person using your email address, that person’s hotel bill will be sent to your email address.
Data Correctness, Analytics and Personalisation: We may aggregate your personal information with data from third-party sources for purposes of keeping information up to date and analytics. We also rely on information from third parties in order to provide better, more personalised service. For example, if you connect your social media services or other accounts to our services, we may use this information to make your experiences with us more personal and social, or share and use it as described elsewhere in this Statement.
The kind of information that we share:
Electronic Billing: If you receive a hotel bill by email (as discussed above), a summary detailing the goods and services provided to you during your stay will be shared with the payment card provider and, if you participate in a corporate billing program and use a corporate payment card, the payment card provider may share that summary with your employer. The privacy policies of your employer, the relevant payment card provider and card issuer apply once we have transferred your information.
Group Events or Meetings: If you visit Hope Street Hotel as part of a group event or meeting, information collected for meeting and event planning may be shared with the organisers of those meetings and events, and, where appropriate, guests who organise or participate in the meeting or event.
Business Partners: We may partner with other companies to provide you with products, services, or offers based upon your experiences at our properties and may share your information with our business partners accordingly. For example, we may help to arrange rental cars or other services from a third party, and share personal information with our business partners in order to provide those services. We may also share your personal information, such as your email address, with our corporate travel partners to help them assess compliance with travel policies or participation in special rate plans or to engage in co-branded marketing with our corporate travel partners. We may also work with third parties, such as our travel agent and payment card partners, to allow us and our partners to deliver advertisements to our shared customers. Our partners may be able to provide more relevant offers to you based upon information that we share about your experiences at our properties, as well as information in your Hope Street Hotel profile.
Co-Sponsors of Promotions: We co-sponsor promotions, prize draws, raffles, competitions or contests with other companies, and we provide prizes for raffles or contests sponsored by other companies. If you enter one of these raffles or contests, we may share your information with the co-sponsor or third-party sponsor.
On-property Services: We may share personal information with third-party providers of on-property services such as concierge services, spa treatments, or dining experiences.
Service Providers: We rely on third parties to provide services and products on our behalf and may share your personal information with them as appropriate. Generally, our service providers are contractually obligated to protect your personal information and may not otherwise use or share your personal information, except as may be required by law. However, our fraud detection service providers may use, but not share, your personal information for fraud detection purposes. We may use service providers to communicate news and deliver promotional and transactional materials to you on our behalf, including personalised online and mobile advertising in accordance with your preferences and applicable law. Hope Street Hotel will only work with parties that offer a method to opt-out of such advertising.
To assist your navigation of our web site and our prevention of fraud we may send ‘cookies’ from this web site to your computer. We do not obtain personal data from your computer or gather personal information about you unless you personally give information to our server.
Business Transactions: As we develop our business, we might sell, buy, restructure or reorganise businesses or assets. In such circumstances, Hope Street Hotel may transfer, sell or assign information collected, including, without limitation, Other Information (described below) and personal information, to one or more affiliated or unaffiliated third parties in connection with these business transactions. To the extent that local laws require it, we will provide notice of our intent to transfer personal data to a third party for this purpose, and explain how you can object to such transfer.
Telemarketing: If you stay at Hope Street Hotel, we may use your telephone number, for purposes of telemarketing in accordance with your preferences and applicable law. We may also receive your telephone number from our partners or from other sources, which we may use for telemarketing purposes.
Other: In addition, Hope Street Hotel may disclose personal information in order to: (i) comply with applicable laws, (ii) respond to governmental inquiries or requests from public authorities, (iii) comply with valid legal process, (iv) protect the rights, privacy, safety or property of Hope Street Hotel, site visitors, guests, employees or the public, (v) permit us to pursue available remedies or limit the damages that we may sustain, (vi) enforce our websites’ terms and conditions, and (vii) respond to an emergency.
Other Information we may collect
When you visit and interact with Hope Street Hotel and The London Carriage Works websites, we collect other information that does not directly identify you about your use of the site, such as a catalogue of the site pages you visit, and the number of visits to our sites (“Other Information”). We use Other Information, as well as data received from third parties, to deliver you email, online (on our sites and other sites) and mobile advertisements. We may also use Other Information to allow third-party partners to recognise you as a Hope Street Hotel customer when you visit the partner’s website or to recognise you as one of their customers when you visit Hope Street Hotel’s websites or apps so that they may provide more relevant offers to you. Because Other Information does not personally identify you, such information may be disclosed for any purpose where permitted by law. In some instances, we may combine Other Information with personal information. If we do combine any Other Information with personal information, the combined information will be treated by us as personal information in accordance with this Statement.
What we do about Sensitive Information
Sensitive Information means information related to your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life, or sexual orientation, genetic information, criminal background, and any biometric data used for the purpose of unique identification. We do not generally collect sensitive information unless it is volunteered by you. We may use health data provided by you to serve you better and meet your particular needs (for example, the provision of disability access).
What we do about Personal Information From Children
We do not knowingly collect personal information from individuals under 18 years of age. As a parent or legal guardian, please do not to allow your children to submit personal information without your permission.
Links to Third-Party Websites and Services
Protecting Personal Information
Hope Street Hotel will take reasonable measures to: (i) protect personal information from unauthorised access, disclosure, alteration or destruction, and (ii) keep personal information accurate and up-to-date as appropriate. We also seek to require our affiliates and service providers with whom we share personal information to exercise reasonable efforts to maintain the confidentiality of personal information about you. For online transactions, we use reasonable technological measures to protect the personal information that you transmit to us via our site. Unfortunately, however, no security system or system of transmitting data over the Internet can be guaranteed to be entirely secure. For your own privacy protection, please do not send payment card numbers or any other confidential personal information to us via email. We will not contact you by mobile/text messaging or email to ask for your confidential personal information or payment card details. If you receive this type of request, you should not respond to it. We will only ask for payment card details by telephone when you are booking a reservation or promotional package.
Your legal rights
Under certain circumstances, by law you have the right to:
Request access to your personal information. This is commonly known as a subject access request. This enables you to receive a copy of the personal information we hold about you and to check that we are processing it lawfully.
Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal information where you have exercised your right to object to processing (see below).
Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal information for direct marketing purposes.
Request the restriction of processing of your personal information. This enables you to ask us to suspend the processing of personal information about you, for example if you want us to establish its accuracy or the reason for processing it.
If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, request that we transfer a copy of your personal information to another party or request the reconsideration of an automated decision, please contact our CODP by emailing firstname.lastname@example.org.
You will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request for access is clearly unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances.
We may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is another appropriate security measure to ensure that personal information is not disclosed to any person who has no right to receive it.
Where you have provided your consent to the collection, processing and transfer of your personal information for a specific purpose, you have the right to withdraw your consent for that specific processing at any time. To withdraw your consent, please contact our CODP at email@example.com. Once we have received notification that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to.
How long we retaining Personal Information
We retain personal information about you for the period necessary to fulfill the purposes outlined in this Statement, unless a longer retention period is required or permitted by applicable law. We will destroy your personal information as early as practicable and in a way that the information may not be restored or reconstructed. If printed on paper, the personal information will be destroyed in a secure manner, such as by cross-shredding or incinerating the paper documents or otherwise and, if saved in electronic form, the personal information will be destroyed by technical means to ensure the information may not be restored or reconstructed at a later time.
Your Choices – Marketing Communications
If you have given us your contact information (mail address, fax number, email address or phone number), we may want to inform you in accordance with any preferences you have expressed, and with your consent where required, about our products and services or invite you to events via email, online advertising, social media, telephone, text message (including SMS and MMS), push notifications, in-app alerts, postal mail, our reservations or sales departments, and other means (including on-property messaging, such as your in-room television). If you are a subscriber to Hope Street Hotel mailing list, you may change the communications you receive from us by writing to us (and including your email address) at Hope Street Hotel, 40 Hope Street, Liverpool, L1 9DA or by emailing us at firstname.lastname@example.org. If you prefer not to receive email marketing materials from us, you may opt-out at any time by using the unsubscribe function in the email you receive from us. Opt-out requests can take up to ten business days to be effective.
Making changes to this Statement
We may modify this Statement from time to time. When we make material changes to this Statement we will post a link to the revised Statement on the homepage of our site, and if you have registered for any of your products or services, will may also inform you though a communications channel that you have provided. You can tell when this Statement was last updated by looking at the link and at the date at the top of the Statement. Any changes to our Statement will become effective upon posting of the revised Statement on the site. Use of the site, any of our products and services, and/or providing consent to the updated Statement following such changes constitutes your acceptance of the revised Statement then in effect.