Privacy Policy - The Station at Shustoke

The Station at Shustoke is operated by Quarterdeck Hotels LLP (OC451369).

For the purposes of UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, Quarterdeck Hotels LLP is the data controller responsible for the personal information we collect and use in connection with our hotel, website, bookings and guest services.

Our contact details are:

The Station at Shustoke
Church Road
Shustoke
Birmingham
B46 2LE
United Kingdom

Email: hello@thestationshustoke.co.uk
Telephone: 01675 488489

If you have any questions about how we use your personal information, or wish to exercise any of your data protection rights, please contact us using the details above.

We only collect personal information that we reasonably need to operate our hotel, provide services to you, comply with our legal obligations and manage our business.

Depending on how you interact with us, we may collect:

Information you provide to us

This may include:

Your name and title
Email address
Telephone number
Home or billing address
Booking and reservation details
Arrival and departure dates
Number and details of guests staying with you
Payment and billing information
Your communications with us, including emails, telephone enquiries and other correspondence
Guest preferences, requests and information provided to help us provide our services
Marketing preferences
Information provided when you check in or during your stay
Other information you voluntarily provide to us

Depending on the circumstances of your stay, we may also collect information such as identification, nationality, vehicle registration details or other information where this is necessary for the administration and security of your stay or to comply with legal requirements.

Information about other guests

If you make a booking on behalf of another person, you should only provide their personal information where you are authorised to do so.

This may include the names and contact details of other guests, together with information necessary to administer their stay.

Information you provide at check-in

We may collect additional information when you arrive at the hotel or during your stay where this is necessary to provide our services, protect the safety and security of our guests and staff, or comply with legal requirements.

This may include information relating to special requests, accessibility requirements, dietary requirements or other information you choose to provide.

Where information you provide constitutes special category personal data, such as certain health information, we will only process it where permitted by applicable data protection law and where an appropriate condition for processing applies.

Payment information

Payments made through our website or other payment channels may be processed using Stripe.

Payment card information is handled through our payment processing arrangements and we aim to minimise the amount of sensitive payment information that we hold ourselves.

Stripe may process personal information in accordance with its own privacy notice and its role in processing the relevant transaction.

Information collected automatically

When you visit our website, we may collect technical information such as:

IP address
Browser type and version
Device information
Operating system
Pages visited
Date and time of visits
Referring website
Website interaction information
Cookie and similar technology information

Some of this information may constitute personal data.

CCTV

We operate CCTV at and around the hotel for purposes including:

The safety and security of guests, staff and visitors
Protecting hotel property
Preventing and detecting crime
Investigating incidents
Supporting law enforcement where appropriate

CCTV footage is personal data where individuals can be identified from it.

CCTV is operated on the basis of our legitimate interests in protecting people and property. We do not use CCTV for general monitoring beyond what is reasonably necessary for these purposes.

CCTV footage is retained only for as long as reasonably necessary for these purposes and in accordance with our CCTV procedures. Where footage is required in connection with an incident, investigation, insurance claim or legal matter, it may be retained for longer where necessary.

We may receive personal information about you from third parties, including:

Online travel agencies such as Booking.com and Expedia
Other booking or travel partners
Payment providers
Website and technology providers
Marketing and advertising platforms
Organisations assisting us with customer services

For example, if you book a room through an online travel agency, that organisation may provide us with information necessary to fulfil and manage your reservation.

Those organisations may also process your personal information under their own privacy notices and terms.

We use personal information for the following purposes:

Managing bookings and providing hotel services

We use your information to:

Process and manage reservations
Provide accommodation and related services
Contact you about your booking
Process payments and refunds
Manage arrivals and departures
Provide guest services
Respond to requests and enquiries
Manage special requirements and preferences
Provide customer support

The main lawful basis for these activities is that processing is necessary to perform our contract with you or to take steps at your request before entering into a contract.

Legal and regulatory requirements

We may process personal information where necessary to comply with our legal obligations, including requirements relating to accounting, taxation, hotel records, payment processing, health and safety, fraud prevention and responding to lawful requests from public authorities.

Security and fraud prevention

We may process personal information to protect our guests, staff, premises, systems and business from fraud, theft, misuse and other unlawful activity.

Where appropriate, we rely on our legitimate interests in protecting our business and the people who use our services.

CCTV and incident management

We use CCTV and related information to protect people and property, prevent and investigate crime and deal with incidents.

Our lawful basis is generally legitimate interests.

Improving our services

We may use information about how our website and services are used to understand what works well, identify technical problems and improve the experience we provide.

Where this involves non-essential cookies or similar technologies, we will obtain consent where required by law.

Marketing

We may use your contact details to send you information about our hotel, offers, events, packages and other services.

Where required, we will obtain your consent before sending electronic marketing. Where permitted by law, we may also contact existing customers about similar products or services under the applicable "soft opt-in" rules.

Every marketing email or text message will provide an appropriate way to opt out.

You can object to direct marketing at any time by contacting us or using the unsubscribe facility provided in a marketing communication.

If you opt out of marketing, we may retain a limited record of your preference so that we do not accidentally contact you again.

Website analytics and advertising

We use services including Google Analytics, Google Ads and Meta advertising tools to understand website usage, measure advertising performance and, where applicable, help us show relevant advertising.

Non-essential analytics, advertising cookies and similar technologies will only be used where the required consent has been obtained.

You can change or withdraw your cookie preferences through our cookie settings.

Depending on the circumstances, we rely on one or more of the following lawful bases under the UK GDPR:

Contract – where processing is necessary to take a booking, provide accommodation or fulfil our agreement with you.

Legal obligation – where we are required by law to collect, retain or disclose information.

Legitimate interests – where processing is necessary for purposes such as running and protecting our business, providing customer services, preventing fraud, maintaining security and improving our services, provided that our interests are not overridden by your rights and freedoms.

Consent – where we ask for your consent, such as for certain marketing activities or non-essential cookies and similar technologies. Where we rely on consent, you can withdraw it at any time.

The lawful basis we use depends on the particular processing activity.

We may share personal information where necessary with:

ResNexus, our booking and guest-management system
Stripe, our payment service provider
Online travel agencies and booking platforms through which you make a reservation, including Booking.com and Expedia
Website, hosting and IT service providers
Email and SMS service providers
Google, including Google Analytics and Google Ads services
Meta, where we use Meta advertising or related business tools
Professional advisers such as accountants, lawyers and insurers
Fraud prevention and security service providers
Law enforcement agencies, regulators or other public authorities where we are legally required or permitted to do so
Other suppliers where sharing is necessary to provide a service to you or operate our business

Where a third party processes personal information on our behalf, we take appropriate steps to ensure that it is contractually required to protect the information and only process it in accordance with our instructions and applicable law.

Some organisations, such as online travel agencies or payment providers, may also act as independent data controllers for certain processing activities. Their own privacy notices will apply to those activities.

Some of the organisations we use operate internationally. This means your personal information may be processed or accessed outside the United Kingdom, including by service providers based in or operating from the United States or other countries.

Where we make a restricted transfer of personal information outside the UK, we will ensure that the transfer is made in accordance with applicable UK data protection law.

Depending on the circumstances, this may include relying on UK adequacy regulations, an applicable international data transfer mechanism or other lawful safeguards.

For example, our technology and payment providers may process information internationally as part of providing their services.

We do not keep personal information for longer than is reasonably necessary for the purpose for which it was collected.

The exact retention period depends on the type of information and why we need it.

Generally:

Booking and guest information is retained for as long as necessary to manage your stay and afterwards for legitimate business, legal, accounting, tax, dispute-resolution and record-keeping purposes.
Payment and financial records are retained for the period required by applicable accounting, tax and other legal requirements.
Guest communications and enquiries are retained for as long as necessary to deal with the enquiry and any resulting business or legal requirements.
Marketing information is retained for as long as necessary for the relevant marketing activity, subject to your consent or other applicable lawful basis. If you opt out, we may retain a limited suppression record to ensure that your preference is respected.
CCTV footage is retained for the shortest period reasonably necessary for security and related purposes, unless it needs to be retained for an incident, investigation, insurance claim or legal matter.
Cookie and analytics information is retained in accordance with our cookie settings and the relevant service providers' retention periods.

We periodically review the personal information we hold and delete or anonymise information when it is no longer required.

Our website uses cookies and similar technologies.

Some cookies are essential for the website and booking functionality to operate. Other cookies may be used for:

Website analytics
Remembering preferences
Advertising
Measuring advertising effectiveness
Understanding how visitors use our website

Where required by law, we will ask for your consent before using non-essential cookies or similar technologies.

You can manage your preferences through our cookie settings and can also control cookies through your browser.

Our cookie notice should be read alongside this Privacy Notice.

Depending on the circumstances and the lawful basis on which we process your information, you may have rights including:

The right to access your personal information
The right to have inaccurate information corrected
The right to request erasure of your information
The right to request restriction of processing
The right to object to certain processing
The right to object to direct marketing
The right to withdraw consent where we rely on consent
The right to data portability in certain circumstances

These rights are subject to certain legal conditions and exemptions.

If you wish to exercise a right, please contact us using the details at the beginning of this Privacy Notice.

We may need to ask for information to verify your identity before dealing with a request.

Get in Touch

Privacy Notice

1. Who we are

2. The personal information we collect

3. Information we receive from other organisations

4. How we use your personal information

5. Our lawful bases for processing

6. Who we share your personal information with

7. International transfers

8. How long we keep your information

9. Cookies and similar technologies

10. Data security

11. Your data protection rights

12. Marketing preferences

13. Children

14. Automated decision-making and profiling

15. Third-party websites

16. Complaints

17. Changes to this Privacy Notice

18. Contact us