Privacy Policy - Puddleduck House in Coniston

This website is operated by Puddleduck House (“we”, “us” or “Puddleduck House”) 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.

We understand that our guests care about the use and storage of their personal information and have created this privacy policy statement in order to demonstrate our commitment to the privacy of our customers.

By using our website (including our mobile site) and our social media pages 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:
(a) make or manage a booking either personally or as a guest of another guest;
(b) request information from a contact form or by sending us an email
(c) contact us by telephone
(d) post material to our website and / or social media page;
(e) complete customer feedback or surveys
(f) participate in competitions or promotions;
(g) and / or use our website in any other way.

The personal information collected in the above manner may include the following about you (and others if their personal information is provided by you):
(a) full name;
(b) postal address;
(c) email address;
(d) telephone number;
(e) payment details;
(f) geo-location;
(g) machine identifiers (such as IP addresses);
(h) image data (eg: property / location photographs);
(i) behavioural data (tags and cookies – see Cookies section below);

Personal information provided by third parties
We may 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.

How we use your information
We will collect personal information:
1) in order to take the necessary steps in preparation of, or to fulfill our obligations under, a booking contract:
a) Bookings and payments – provide communications about bookings, products and services being provided to you (and others if their personal information is provided by you);
b) Bookings and account updates – send details of new, amended or cancelled bookings – usually via email;
c) 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;
d) 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);
e) Customer service communication – provide you with requested information or correspondence, or a response from us to an enquiry made by you;

2) with your consent:
a) Marketing communications – create a profile about you for marketing purposes to tailor our communications to you. We may use automated processes to do this;
b) Promotional offers – inform you about promotional offers and other products or services that may be of interest (in line with Marketing communications above);
c) Maintain records indicating your consent to status – to ensure we accurately reflect your wishes when communicating to you;.

3) in our legitimate interest* to protect against fraud:
a) Website improvement and fraud prevention – improve our website, prevent or detect fraud or abuses of our website and enable third parties to carry out technical, logistical or other functions on our behalf;
b) Security – carry out security checks when allowing you access to our services and to block fraudulent or suspected fraudulent activity.
Marketing
We may periodically send promotional material to you about 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 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. 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.
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 profiling’ below).

How long we will keep your personal information
We retain your information for a range of purposes which determine the period of time for which we need to keep such information.

We will retain your data for 3 years from the point of last contact with you, this may include use of our website, stays in our properties or responses to communications with you

We will remove your data from our systems at the end of the applicable data retention periods, unless we are required by current or future law to retain your personal information for a longer period.

Your rights
In order to process any of the requests listed below, we may need to verify your identity for your security. In such cases your response will be necessary for you to exercise this right.

The right to access information we hold about you
At any point you can contact us to request details concerning the information we hold about you, why we have that information, who has access to the information and where we got the information. In most cases you may be entitled to copies of the information we hold concerning you. Once we have received your request we will respond within 30 days.

The right to correct and update the information we hold about you
If the data we hold about you is out of date, incomplete or incorrect, you can inform us and we will ensure that it is updated.

The right to have your information erased
If you feel that we should no longer be using your data or that we are illegally using your data, you can request that we erase the data we hold. When we receive your request, we will confirm whether the data has been deleted or tell you the reason why it cannot be deleted.

The right to ask us to stop contacting you with direct marketing
You have the right to request that we stop contacting you with direct marketing. On any promotional emails we provide an ‘unsubscribe’ option which will unsubscribe you from that service. If you wish to opt out with respect to more than one email address, you must complete a separate request for each email address.
Please note it is not possible to ‘opt-out’ of receiving communication from us which relates to your bookings or customer satisfaction surveys sent as part of the booking (which are not considered marketing for these purposes). This ensures that we can always contact you as a result of circumstances that may affect your stay with us and in order for us to improve our services going forward.

Consent
In those cases where we need your consent to process your information, we will ask you to make a positive indication (e.g. to tick a box or insert your contact details on the relevant form or web page requiring consent). By actively providing us with your consent, you are stating that you have been informed as to the type of personal information that will be processed, the reasons for such processing, how it will be used, for how long it will be kept, who else will have access to it and what your rights are as a data subject and that you have read and understood this privacy policy.

Sharing your information
We may disclose or transfer your data or personal information to other companies, data processors or agents employed by us to perform any necessary functions on our behalf (such as hosting and maintaining our website, providing us with data management systems, market research, customer satisfaction surveys and support services), but they are bound by similar terms to those set out in our privacy policy and may not use this information for their own purposes.

Cookies
By continuing to browse our website you consent to our use of cookies. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org.

How to reject and delete cookies
Should you wish to reject or block the use of cookies, you can do so at any time, usually by clicking ‘Help’ on your browser. Cookies are specific to individual browsers so if you use more than one browser, you will need to delete cookies on each browser. Please be aware though that by rejecting cookies you may not receive the optimum website experience.

Contact details & your Right to Complain
If you have any queries about this policy, need further information or wish to lodge a complaint you can use the details below to contact us at enquiries@puddleduckconiston.co.uk

Changes to this Privacy Policy
We may change this policy from time to time. You should check this policy occasionally to ensure that you are aware of the most recent version that will apply each time you access the website.