Gorgeous Cottages appreciate the trust you place in us to book holidays and take care of your personal information. As well as delivering our high standards of customer service, we are fully committed to protecting and respecting your privacy, as well as taking all appropriate measures to secure your data.
We have set out our Privacy, Cookie & Data Control Policy below. This policy is in line with GDPR requirements as well as other relevant legislation and current best practice. Please take some time to read and digest it. If you have any questions or would like any further clarification, please don’t hesitate to contact our Data Protection Officer as detailed below.
Who are we?
Gorgeous Cottages is a trading name of Gorgeous Weekend Ltd, company registration number 06631065. We are a family run holiday agency based in Stokesley, a small market town in North Yorkshire.
We are the Data Controller – this means that we are the organisation responsible for looking after your data. Any reference to “we”, “our”, “us”, etc., is referring to Gorgeous Cottages. We are registered with the Data Protection Registrar, registration number Z169625X.
Our Data Protection Officer is Phil Brion. You can contact him directly on email@example.com or by calling 01642 263 249. Alternatively you can write to him at Gorgeous Cottages, Church House, College Square, Stokesley, TS9 5DN.
About this Policy
This policy covers individuals which includes customers AND owners. A customer is anyone who books, has booked or enquiries to book with us. An Owner is anyone who lets, has let or enquires to let their holiday property(s) through us.
As our customers and owner must be over the age of 18, we do not collect personal information from children.
Please note where data is collected via a website, this policy covers only our website(s) and not any third-party sites you may have used to find us.
Our site may, from time to time, contain links to and from the websites of our partners, advertisers and affiliates. Via our blog, social media and other marketing channels we may also recommend other relevant businesses / attractions and include a link to visit their website. If you follow a link to any of these websites you should refer to those individual companies to confirm their own privacy policies before deciding to submit any personal data to them. Please note that we do not accept any responsibility or liability for the use of third party websites or their privacy / data policies.
An up to-date, public version of the policy will always be available to view on our website.
Information we collect
- Identification – title, forename, surname
- Contact details – address, phone number (landline or mobile), email address
- Booking info – name of property, holiday dates, cost and amount paid, limited details of party make-up (e.g. number of adults / children / dogs), any special requests you’ve made for a booking
- Payment – dates of payment, type of card used, last 4 digits of card, card expiry date (please note we do not store or retain any full card details provided)
- Reviews – comments and scores you’ve given for a booking / property
- Communication – emails sent to us and from us to you, competition entries, clicks and opens of our marketing emails
- Identification – title, forename, surname
- Contact details – correspondence address, phone number (landline or mobile), email address
- Property info – address and details of properties, photographs and videos of properties
- Booking info – historical and upcoming booking data, booking system log-in details
- Payment – bank account details for holiday payments and to advise customers where security deposits are payable
- Communication – emails sent to us and from us to you
- Other – content provided to us for blogs
How we collect information
Data is collected by us in a number of different ways via a variety of channels. It is normally provided by customers to us in order to make an enquiry or to book a property. Owners provide their information in order to enquire about becoming an owner, or to complete a Contract with us.
We obtain information in the following ways:
- Information you give us
- Via contact / booking forms on our website
- By telephone
- By email, fax or letter
- Via our Social media pages
- Via Reevoo invitations to review properties
- Interaction data from our marketing newsletters
- Information we collect from other sources
- We market our properties via a number of other platforms, websites and affiliates. We may be sent information from them that you have provided. In such cases the companies collecting the data should also inform you of their privacy and data policies.
IP addresses and cookies
Like most websites, if you use our website we may collect information about your computer including where available your IP address, operating system and browser type. This is statistical data about our customers browsing actions and patterns and does not identify any individual.
For the same reason, we may obtain information about your general internet usage by using a cookie file which is stored on the hard drive of your computer. Cookies contain information that is transferred to your computer’s hard drive. They help us to improve our site and to deliver a better and more personalised service.
- Google: https://policies.google.com/technologies/cookies
- Microsoft Bing: https://privacy.microsoft.com/en-gb/privacystatement
- Facebook – https://www.facebook.com/policies/cookies/
How we use / process the data we collect
We use the information we collect to help us run our business successfully and efficiently.
With customer data we will use it to:
- Respond to your enquiry
- Complete and manage your booking including processing payments
- To confirm or advise of changes or problems with your booking
- Communicate with you leading up to your holiday ensuring you have all the info you need
- Continue to improve our website and marketing processes
- Detect and prevent fraud and abuse of our services
- To personalise our product marketing to you
- Keep you up to-date with our special offers and other interesting information
- To notify you if you have won a competition
- To help us respond to any queries you have about information supplied
With owner data we will use it to:
- Assist with completing a booking for your property
- Transfer payments to you
- Send you notifications of upcoming bookings
- Provide you with monthly earnings / commission statements
- Market your property as successfully as we can
- Send you advice and give guidance on legislation around holiday letting
- Keep you up to-date with relevant Gorgeous Cottages news
Other ways we use data:
- To analyse financial performance
- To highlight key demographics for marketing purposes
- To access how we are performing in terms of customer service
- For statistical analysis
You have the choice to opt out of marketing communication from us at any time, by requesting this in writing or unsubscribing directly from any marketing emails. See below for more information around your rights.
Where we store your personal data & how we secure it
Any data we collect is stored and processed using carefully selected secure software providers. We take the security of your data very seriously and have taken all appropriate steps to safe guard it including:
- Using only established industry leading software providers
- Obtaining information & guarantees from software suppliers around their own data security policies and guarantees
- Utilising Firewall / antivirus protection in house and keeping it up to-date
- Testing our security systems to ensure they are robust
- Training staff on how to keep personal data secure
- Password protecting software, PCs, laptops etc. used to store data
- Encrypting data where possible
Some of the software systems we use may have data centres outside of the European Union, for example Mailchimp in the U.S. Mailchimp is one of the largest and most trusted marketing email software providers in the world.
We will only transfer information to software service providers to help manage our business processes where:
- We are satisfied that this is lawful
- We know that adequate levels of protection are in place to protect the integrity and security of any information being processed
- Any such suppliers are fully compliant with applicable privacy laws
In the example of Mailchimp, the transfer of data is covered under the Privacy Shield framework, a mechanism for U.S. companies to comply with data protection requirements of the EU. You can find out more about how this protects your data here: Privacy Shield
How we share your personal data
We share your data where appropriate with a very limited number of third parties and only ever to assist us with running our business professionally and efficiently. These parties would act at the Data Processors in this instance.
The ways we share your data is set out below:
- Contact & booking information is provided to property owners so they can manage your holiday booking effectively
- Conversely, we provide owner contact details to customers to complete bookings successfully
- Data is entered into or shared with the carefully selected software providers as detailed above for the purposes of customer / booking management and marketing
- Some contact information along with booking data is passed on to Reevoo, a third-party review company. This is to allow customers to leave an honest appraisal of their experience and to help future guests make informed decisions. Customers have the option of ignoring the invitation to review.
- Selected specialist suppliers to assist in posting brochures / leaflets etc. Data is deleted by these suppliers once it has been processed
- If you are using our concierge service it may be essential to pass on information to other third-party suppliers.
- We may share your email address with Google and/or Facebook to assist us with our marketing and promotion. They may use socio-demographic information about you to identify other people like you, with similar interests to present our marketing to. This socio-demographic information is not used for any other purpose nor shared with any other party. No information about other individuals identified from these networks is shared with us at any time.
- We also share your data with Debit / Credit card companies to process payments
- If asked to, we may have to disclose your personal data without your permission in connection with any legal proceedings or prospective legal proceedings, and in order to establish, exercise or defend our legal right
Our legal rights to process your data
Our right to obtain, store, process and share your data is based on the following grounds:
- Performance of a Contract
When you make a booking with us a contract is formed between you and the cottage owner. Contact and booking information is required to form that contract and to manage holiday bookings successfully. Without this data we are unable to perform our role as a booking agent. Historical booking information and data provided in relation to a booking may also be retained.
- Legal Obligations
We are required by law to retain certain types of data, including financial records, so that we can respond to a request to audit our business. If we are required to disclose any information to an official third party or authority we will only do so where we are legally obliged to.
- Legitimate interest
Personal data is used by us to provide the very best service we can to our customers and owners. This includes keeping you up to-date with what we’re doing as a company. If you have booked with us or have expressed an interest in our cottages or services in the past we may use your name and contact details to tell you about a new cottage or Yorkshire-related news. Your right to privacy will always outweigh these legitimate interests and you have the option at all times to unsubscribe or ask us to remove your details. Our right to share your data with the carefully selected third parties as detailed above is also covered under this right.
We rely on your consent for passing your data onto any other third party which isn’t covered in our normal business practices. If we obtain your contact details via a competition we run, for example on Facebook or at an event, we rely on your consent provided at the time of entering the competition to send you information about our cottages and services in the future. You can withdraw this consent at any time.
Your rights in relation to your personal data
The data we collect, store and process is normally provided to us by you directly. We take the responsibility of that very seriously and promise to take all appropriate steps to ensure it is used responsibly and securely.
At any time you have the right to ask us to amend or edit your data, or withdraw your consent for your data to be stored and processed. All of our email marketing newsletters include a link to unsubscribe with immediate effect. You can also email us on firstname.lastname@example.org to request this.
You have the right to request that we correct or remove your data, when there remains no legal basis for keeping it.
Please note, if you have made a booking with us we’ll need to hold on to certain elements of your data should this be required in the future. This is based on our ‘Contract’ right to hold data rather than ‘Consent’.
To summarise, you have the right to ask us at any time:
- To confirm whether we hold any of your personal data
- To send you a copy of any personal data we hold (SAR request detailed below)
- To correct any inaccuracies with the data we hold
- To delete any of your personal data (where the legal basis is Consent or Legitimate Interests)
- To stop processing your personal data (where the legal basis is Consent or Legitimate Interests)
Subject Access Requests
You have the right to receive a confirmation of any personal data we hold about you. This is referred to as a SAR or Subject Access request.
Once a request has been made we have 1 calendar month to respond. Please note that when these rights are exercised, we will conduct identification checks in order to ensure your privacy is safeguarded. Please contact our Data Protection Officer (as detailed above) to make this request.
If you have any questions or concerns about the use of your data please contact our Data Protection Officer using the contact details above. If you are unhappy about how we’ve used your data you also have the right to contact the Information Commissioners Office to complain.