Privacy Policy

This Policy explains when and why we collect personal information about people who visit our website, people who book with us and includes how we use it, the conditions under which we may disclose it to others and how we keep it secure. We may change this Policy from time to time so please check this page occasionally to ensure that you’re happy with any changes. By using our website, you’re agreeing to be bound by this Policy.

Any questions regarding this Policy and our privacy practices should be sent by email to stay@thealverton.co.uk or by writing to The Alverton Hotel, Tregolls Road, Truro, TR1 1ZQ. Alternatively, you can phone 01872 276 633.

How do we collect information from you?
We obtain information about you when you use our website, for example, when you contact us about products and services, make a reservation, make a table booking or sign up to our marketing database.

What type of information is collected from you?
The personal information we collect might include your name, address, email address, telephone number. If you make a booking and use your card for payment your card information is not held by us, it is collected by our third party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions.

We may also record information about your preferences such as favourite room or favourite table in the restaurant to help make your stay more pleasant.

How is your information used?
We may use your information to:

• process bookings, reservations and orders that you have submitted
• to carry out our obligations arising from any contracts entered into by you and us
• dealing with entries into a competition
• seek your views or comments on the services we provide
• notify you and remind you of your booking
• send you communications which you have requested and that may be of interest to you

 

Email marketing

Data processing
The Alverton Hotel processes data for email marketing purposes under the legal basis of ‘Legitimate Interest'. Therefore, anyone who has transacted with The Alverton Hotel can also be contacted for email marketing purposes.

This includes:

• All data with a known source (including past customers, enquiries, and competitions where the data has been collected in line with PECR)
• Recipients who have engaged or transacted within the last two years

 

Data fields
The following data fields are stored on our email marketing platform:

• Email address: This data field is stored so that we can contact through email marketing communications.
• First name, Last name : These data fields are stored so that The Alverton Hotel can send personalised email communications.
• Postcode, County, Country: To ensure that we can segment data appropriately, for dynamic email content. For example, local postcodes are sent local information that might appeal to them. The county and country fields are stored for national and international location based segmentation.
• Package type, Booking type, User type: These fields mean that we can send relevant content to our guests in our pre-stay communications. For example, a guest who has booked on our bed and breakfast terms will have the option to upgrade to dinner, bed and breakfast.
• State: If a guest cancels their stay, the state must be recorded to stop them from receiving our pre-stay and post-stay email communications.
• Source: This is crucial as it shows us the ‘source’ of how we have collected our subscriber data. For example, what competition they might have entered, whether they were a leisure guest, or a wedding enquirer.
• Future arrival new: To ensure that guests are sent a pre-stay email five days prior to their arrival at The Alverton Hotel.
• Departure date new: To ensure that guests are sent a post-stay email two days after departure following their stay at The Alverton Hotel.
• Date of last stay: This is stored so that we can identify any lapsed guests.
• Stayed before: This is stored so that exclusive ‘guest only’ email communications can be sent.

 

​Email sending patterns
The Alverton database is contacted regularly. The hotel demonstrates a fixed sending pattern, with monthly e-newsletters sent at the beginning of every month.

Data retention
The Alverton Hotel will hold onto data for two years. This is because we often see a trend in guest stays, with many of our guests staying every other year, so our communications are still relevant and valuable to them. If you don’t open our emails or book again with us, we'll stop sending you emails after two years.

Who has access to your information?
We will not sell or rent your information to third parties.
We will not share your information with third parties for marketing purposes.

Third Party Service Providers working on our behalf: We may pass your information to our third party service providers, agents, subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to process bookings and send you mailings). However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. Please be reassured that we will not release your information to third parties beyond The Alverton network for them to use for their own direct marketing purposes, unless you have requested us to do so, or we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.

When you are using our secure online booking pages, your booking is processed by a third party payment processor, who specialises in the secure online capture and processing of credit/debit card transactions. If you have any questions regarding secure transactions, please contact us.

We may transfer your personal information to a third party as part of a sale of some or all of our business and assets to any third party or as part of any business restructuring or reorganisation, or if we’re under a duty to disclose or share your personal data in order to comply with any legal obligation or to enforce or apply our terms of use or to protect the rights, property or safety of our supporters and customers. However, we will take steps with the aim of ensuring that your privacy rights continue to be protected.

Your choices
You have a choice about whether or not you wish to receive information from us. We will not contact you for marketing purposes unless you have given your prior consent. You can change your marketing preferences at any time by contacting us by email: stay@thealverton.co.uk or telephone on 01872 276633.

How you can access and update your information
The accuracy of your information is important to us. If you change email address, or any of the other information we hold is inaccurate or out of date, please email us at: stay@thealverton.co.uk or by writing to The Alverton Hotel, Tregolls Road, Truro, TR1 1ZQ. Alternatively, you can phone 01872 276 633.

You have the right to ask for a copy of the information The Alverton holds about you.

Security precautions in place to protect the loss, misuse or alteration of your information
When you give us personal information, we take steps to ensure that it’s treated securely. Any sensitive information (such as credit or debit card details) is encrypted and protected. When you are on a secure page, a lock icon will appear on the bottom of web browsers such as Microsoft Internet Explorer.

Non-sensitive details (your email address etc.) are transmitted normally over the Internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems. 

Profiling
We may analyse your personal information to create a profile of your interests and preferences so that we can contact you with information relevant to you and ensure the best experience at The Alverton. 

Use of Cookies

A cookie is a small text file that is downloaded onto a user's hard drive when accessing certain websites. This technology is commonly used across a large majority of websites. Most of the cookies that we use on this website are necessary to enable you to move around the website and to use its features.

Which Cookies are used on this website and for waht purpose?

• Performance cookies – These cookies are used to inform the performance of, and improvements to, the website. They collect information about how visitors use the website. Performance cookies that we use on this website are:
• Analytical Cookies: We use Google Analytics to record visitor numbers to the website and to understand how visitors navigate through the website, how much time is spent on each page, and so on. This information helps us to improve the way the website works. This browser data is anonymous and cannot be traced to individual users. To read Google's own Privacy Policy please click here.
• Third party cookies: These are cookies set by another website in order for tools provided by them to function.
• Social media and Mapping: At times our website will contain snippets of content from external sources such as YouTube, Facebook, Twitter, Tripadvisor, or Google Maps. You can disable these cookies (see below), but it may cause the tools to cease to function.

 

What's New
We haven't made any changes to the cookies that we use, just the way we notify you of their use. As part of new EU and UK legislation, known as the 'Cookie Law', we want to ensure that you understand and accept the use of cookies on this website.

As most of the cookies used on this website are necessary to the correct functioning of the website, we recommend that you allow cookies to be used. If you would prefer to block cookies however, you can do this through your browser settings. For more information on how to do this, you can visit AboutCookies.org. To disallow anonymous Google Analytics data to be collected about your visits to websites, go to the Google Analytics Opt-out.

Links to other websites
Our website may contain links to other websites run by other organisations. This privacy policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our website. In addition, if you linked to our website from a third party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party site and recommend that you check the policy of that third party site.

16 or Under
We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ please get your parent/guardian's permission beforehand whenever you provide us with personal information.

Website recording
Our website may also use Google Analytics website recording service. Google Analytics records the actions you take on our website. The information collected does not include bank details or any sensitive personal data. Data collected by Google Analytics is for internal use only. The information collected is used to improve our website usability and is stored and used for aggregated and statistical reporting.

Review of this Policy
We keep this Policy under regular review. This Policy was last updated in April 2018.