Privacy Notice
Dated: November 2020
1. Important information and who we are
This privacy notice provides information on how we collect
and process your personal information when you visit our website or contact us
on the phone, make a booking or booking enquiry through us, let your holiday
accommodation or advertise through us or use our services. This privacy notice
is separate to our booking conditions and other important information available
on our website and does not replace them.
We are Awaze Vacation Rentals Ltd (“we” or “us”), part of the Awaze group, details of which can be found here https://www.awaze.com/. We operate under a number of brands including Hoseasons, Landal GreenParks, Cottages.com, Cottages4you,
Blue Chip Holidays, Mulberry Cottages, Cumbrian Cottages, Scottish Cottages,
Northumbrian Cottages, Derbyshire Cottages, Wales Cottages, Yorkshire Cottages,
English Country Cottages, Scottish Country Cottages, Italian Country Cottages,
Irish Country Cottages, French Country Cottages, Welsh Country Cottages, The
Arran Team, Salcombe Holiday Homes, Dartmouth Holiday Homes, Welcome Cottages,
Cottages Direct and Chez Nous.
We, as controller, are responsible for your personal
information. We will keep your personal information secure and use the
information you provide in accordance with applicable privacy and data protection
laws and the terms of this privacy notice.
2. What personal information do we collect?
If you choose to make a booking through us or make queries
about a potential booking, we will collect details that you provide in relation
to that booking or query. Information held is likely to include your name,
contact details, address, payment details, date of birth, information about
people travelling with you, information about your booking and any additional
information you provide to help us or property owners to meet your specific
requirements. If you are making a booking on behalf of other people, this
privacy notice will apply to all personal information that you have provided
and you are required to bring this privacy notice to their attention.
We will only collect special categories of personal
information where this is required by us or our suppliers to provide our
service to you or is provided by you or on your behalf or on behalf of someone
in your party. We will only process this information to meet your specific
requirements (for example, where you provide us with health information,
including any difficulties with mobility) or where we are required to do so.
If you choose to let your holiday accommodation through us
or advertise with us, we will collect details such as your name, contact
details, address, bank account details and details regarding the accommodation
you wish to let. We may also collect and process the contact details of any
third party that you appoint, such as a property caretaker or cleaner, that you
share with us. If you provide such information to us, you must ensure that you
have brought this privacy notice to the third party’s attention.
If we are legally required (including under the terms of a
contract we have with you), to collect your personal information and you do not
provide it, we may not be able to enter into or perform the contract with you
and, we can cancel your booking and/or our service to you. We will tell you if
this is the case and will not be liable to you.
We also collect website usage information using “cookies”.
For further information about cookies and how we use them please see our Cookie
Policy.
3. How do we use your information?
We will only use personal information when the law allows us
to. The information you provide may be used in a number of ways, for example:
- to enable us to complete your booking or related travel arrangements (if you are making a booking);
- to tell you about our services;
- to help us to provide details or information you may have requested;
- to manage customer service queries, including complaints;
- to personalise our services to you, for example regarding any repeat visits to our websites;
- to tell you about other products and services we think may be of interest to you;
- to enable us to advertise your holiday accommodation, transfer payments due to you and provide related support services (if you are letting or advertising your holiday accommodation through us);
- for statistical purposes when we evaluate our range of services or the success of our services.
4. On what legal basis will we process your information?
We will always process your personal information on lawful
grounds and in particular on the grounds set out below:
Performance of a Contract
If you make a booking through us, we will use the details
that you give us to provide that booking to you. This information is likely to
include your name, date of birth, contact details, address, payment details,
information about people travelling with you, information about your booking
and any additional information we may need to help fulfil our contract with
you, or to meet your specific requirements.
If you let your holiday accommodation or advertise through
us, we will use the details that you give us provide you letting or
advertisement services. This may include sharing your details with online
booking platforms, travel agents and other third party partners through whom
your accommodation may be advertised. This information is likely to include
your name, contact details, address, bank account details and details regarding
the accommodation.
If you do not provide us with the information set out in this
paragraph, then we may not be able to provide the booking, letting or
advertising services.
Legitimate Interest
We want to give you the best possible customer
experience whilst respecting your privacy, therefore we may use the ground of
legitimate interest as a lawful basis to process your personal information.
We may use your name and contact details to tell you about
our own products and services that we think may be of interest to you. You can
ask us to stop doing so at any time.
We may use some of your personal information for statistical
purposes when we evaluate our range or success of services.
We may share your email address with Google and/or Facebook
(acting as our processors) for them to use on our behalf in connection with the
creation of marketing and promotion for us, as well as to enhance your
experience as a guest or as a customer to our website. This may include Google
and/or Facebook using their 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 may also share your contact details and booking
information with our third party review administrator(s) who may contact you to
ask for your comments on the accommodation and/or services that have been
provided.
We may also use your personal information in the event of a
travel crisis or other unforeseen travel incident whereby we may need to
provide your contact details to a third party to allocate you with emergency
assistance.
Consent
We may ask your consent to share your name and contact
details with selected third parties companies so that they can tell you about
their products and services.
You can withdraw your consent at any time, by clicking on
the ‘opt-out’ or ‘unsubscribe’ option at the end of any marketing email we have
sent to you, or by contacting us (see paragraph 14 below).
Legal Obligation
We may also disclose your personal information
without your permission to the extent that we are required to do so by law or
regulation. This includes providing your personal information to public and/or government
authorities, relevant third parties or other organisations if we are legally
required or permitted to do so, or if we, in good faith, believe that such use
is reasonably necessary to:
- comply with a legal obligation, process or request;
- comply with government direction in respect of NHS Test and Trace;
- enforce our booking conditions and other agreements, including investigation of any potential breach ;
- detect or prevent crime
- address security, fraud or technical issues;
- protect the rights, property or safety of us, our users, owners, customers, employees, contractors, a third party or the public; and
- as required by any legal or taxation authority and to the extent that we are required to do so by law or regulation.
5. Who will you share my personal information with?
We may share your personal information with:
- other members of the Awaze group and their service providers;
- owners of or agents for holiday cottages, holiday parks and boatyards (if you are making a booking);
- individuals who may be renting accommodation from you (if you are a holiday accommodation owner or advertiser);
- our employees and contractors as is necessary in order to provide our services to you;
- service providers, acting as processors who provide IT, system administration services, website hosting and support, marketing services and other services;
- professional advisors, including bankers, lawyers, auditors, accountants, insurers who provide us services;
- our preferred insurance provider(s) (if you purchase the personal travel insurance policy we offer);
- credit/debit card companies;
- payment service providers;
- HM Revenue & Customs, regulators and other authorities;
- third parties who we may need to work with to deliver services or fulfil travel plans on your behalf, for example, resorts, holiday parks, management companies, owners’ associations, airlines, ferry companies;
- third party booking or distribution platforms and travel agents and third party partners;
- customer review companies and marketing service providers;
- third parties whom we may choose to sell, transfer, or merge
parts of our business or our assets or businesses we acquire or merge with. If
such a change to our business occurs, then the new owners may use your personal
data in the same way as set out in this privacy notice.
We require all third parties to respect the security of your
personal information and to treat it in accordance with the law. Third parties are
only permitted to process your personal information for specified purposes and
in accordance with our instructions.
We may also disclose your personal information without your
permission in connection with any legal proceedings or prospective legal
proceedings, and in order to establish, exercise or defend our legal right
6. International transfers
We will only
transfer your personal information overseas where we are satisfied that this is
lawful and that adequate levels of protection are in place to protect the
integrity and security of any personal information being processed in compliance
with applicable privacy laws. If we transfer your personal information out of
the EEA, we ensure that it is given a similar degree of protection as when it
is transferred inside the EEA, by ensuring at least one of the following
safeguards is implemented:
- we will only transfer or allow the transfer of your personal information
to countries that have been deemed to provide an adequate level of protection
for personal data by the European Commission;
- we use, or ensure our data processors use, specific contracts
approved by the European Commission which give personal information the same
protection it has in Europe with our services providers.
7. Updating Your Details?
It is important that the personal information we hold about
you is accurate and correct. Please tell us if your personal information
changes during your relationship with us.
If you would like to change any of your personal information
or preferences relating to the way in which we use your personal information,
including for direct marketing, then please update your user preferences or get
in touch (see our contact details in section 14).
8. How long will we hold your information for?
We will keep your information whilst it is required for the
relevant purposes or to meet legal requirements. Where your information is no
longer required, we will ensure it is disposed of or deleted in a secure
manner. We may retain your personal data for a longer period in the event of a
complaint or if we reasonably believe there is a prospect of litigation in
respect to our relationship with you.
We will process your financial information, such as payment
card details, for the purpose of processing payments, however we do not retain
any payment card details once the payment has been accepted.
9. Your rights
You have the right to ask us at any time:
- to send you a copy of any personal information that we hold about you;
- to correct any inaccuracies in your personal information and to add relevant details where the personal information we hold is incomplete;
- to delete (to the extent possible) any of your personal information, in certain circumstances;
- to stop processing your personal information, in certain circumstances;
- to transfer your personal information to another organisation or to you, in certain circumstances;
- to restrict the processing of your personal information, in certain circumstances; and
- to stop sending you marketing material (which does not include service related communications, such as email updates, which we will continue to send you).
Where we have made a decision that affects you by processing
your personal information automatically, then you have the right to speak to
someone to discuss that decision.
Where we process your personal information on the basis that
you have given us your consent to do so, then you may contact us at any time to
withdraw your consent.
You are not required to pay any charge for exercising any of
these rights, unless your request is unfounded or excessive. If you wish to
exercise any of these rights, get in touch (see our contact details in section
14). We aim to respond to requests within one month. If your request is
particularly complex it may take us longer to respond and in this case, we will
notify you and keep you updated. You may not have a right to information if we
have responded to a request and you have made a repeat request without a
reasonable period of time passing between the requests.
What we may need from you
We may need to request specific information from you to help
us confirm your identity and ensure your right to access your personal
information (or to exercise any of your other rights). This is a security
measure to ensure that personal information is not disclosed to any person who
has no right to receive it. We may also contact you to ask you for further
information in relation to your request to speed up our response.
10. Does this privacy notice apply to linked websites?
Our websites may contain links to other websites. This
privacy notice only applies to this website. Linked websites will have their
own privacy policies that you should read to understand what information they collect
about you and how they use it. We do not accept any responsibility or liability
for these policies.
11. When do you monitor telephone calls?
We may from time to time record telephone calls you have
with members or our staff for training purposes and to improve the quality of
our service.
12. How do we update this privacy notice?
We keep our privacy notice under review and we will place
any updates on our webpage.
13. Who can I contact if I have queries about this
privacy notice?
You can contact us if you have any questions about our
privacy notice or our use of your personal information by email to datachanges@awaze.co.uk, telephone on
0345 268 9282 or by writing to us at Awaze Vacation Rentals Ltd, Sunway House,
Raglan Rd, Lowestoft NR32 2LW, United Kingdom.
You have the right to raise concerns about our use of your
personal information with the Information Commissioner’s Office at Wycliffe
House, Water Lane, Wilmslow, Cheshire, SK9 5AF (https://ico.org.uk)
or the supervisory authority that would be applicable to you, at any time, but we encourage you to
contact us in the first instance so that we may discuss your concerns.