Privacy & Cookie Policy

1. Introduction

1.1 This privacy policy sets out how we use and protect any information that users of our services supply to us in the process of booking a stay in our serviced apartments.

1.2 We are committed to ensuring the privacy of our customers and will only use information you have provided to us in the process of booking a stay in our serviced apartments in accordance with this policy and as otherwise set out in our terms and conditions of business.

2. Data to be collected

2.1 We may collect, store and use information including (but not limited to) the following:

2.1.1 your name and contact information;

2.1.2 demographic information about you such as your postcode, preferences and interests;

2.1.3 details of any transactions or bookings you make;

2.1.4 any other information provided by you when booking a stay in our serviced apartments, either via our website, over the telephone, via a third party or otherwise;

2.1.5 where you have used our online booking engine, information relating to your computer, such as IP address, browser type, operating system, length of visit, page views and website navigation; and

2.1.6 any other information provided by you which we feel may be of use.

3. Uses of the information

3.1 We may collect, use and store information provided for various purposes including (but not limited to) the following:

3.1.1 improving our services;

3.1.2 contacting you for market research purposes;

3.1.3 effective administration of our website;

3.1.4 sending information or promotional material to you;

3.1.5 to supply our services;

3.1.6 providing third parties with statistical information; and

3.1.7 dealing with enquiries and complaints relating to our services or our website.

4. Security

4.1 We are committed to ensuring the security of the information we receive. All personal information is protected by reasonable means and procedures, including being stored on secure servers.

4.2 Where you have used our website for the purposes of booking a stay in our serviced apartments, you are reminded that sending information over the internet is inherently insecure and we cannot guarantee the security of all data sent. It is your responsibility to ensure that you have all reasonable and appropriate security measures in place on your own equipment and that you keep your login details for our website confidential.

5. Cookies

5.1 The terms of this clause 5 apply to all bookings made via our website.

5.2 A cookie is a file of information stored on a computer’s hard drive which allows aparticular website to identify and track your movements on the website. Cookies can be used totailor a website to your personal preferences by gathering and storing information each time youvisit the website.

5.3 We use information obtained through cookies to improve our website through analysisand statistics, such as the number of pages visited and the length of time spent on individualpages. We do not store any personal information about you further to our use of cookies.

5.4 We have five different types of cookies on this website:

5.4.1 Strictly necessary

‘Strictly Necessary’ cookies let you move around the website and use essential features in our secure areas, availability checkers, and online payment. These cookies don’t gather any information about you that could be used for marketing or remembering where you’ve been on the internet.

We use these Strictly Necessary cookies to…

  • Remember things like information you’ve entered on order forms when you navigate to different pages in a single web browser session
  • Remember the goods and services you ordered when you get to the checkout page
  • Identify you as being logged in to

Cookies we have defined as ‘Strictly Necessary’ cookies will NOT be used to…

  • Gather information that could be used to advertise products or services to you
  • Remember your preferences or username beyond your current visit

Accepting these cookies is a condition of using the website, so if you prevent these cookies we can’t guarantee your security or predict how our website will perform during your visit.

Here is a list of the cookies we have defined as ‘strictly necessary’.

ASP.NET_SessionId (expires after each session)

5.4.2 Performance

‘Performance’ cookies collect information about how you use our website e.g. which pages you visit, and if you experience any errors. These cookies don’t collect any information that could identify you – all the information collected is anonymous and is only used to help us improve how our website works, understand what interests our users and measure how effective site content is.

We use performance cookies to…

  • Provide statistics on how our website is used
  • See how effective our adverts are (we don’t use this information to target adverts to you when you visit other websites)
  • Help us improve the website by measuring any errors that occur
  • Test different designs of our website

Cookies we have defined as ‘Performance’ cookies will NOT be used to…

  • Gather information that could be used to advertise products or services to you on other websites
  • Remember your preferences or username beyond your current visit
  • Target adverts to you on any other website

Here is a list of the cookies we have defined as ‘Performance’.

wooTracker (expires after 1 month)

wooMeta (expires after 1 month)

_utma (expires after 1 month)

_utmb (expires after 1 month)

_utmc (expires after Session)

_utmz (expires after 1 month)

5.4.3 Functionality

‘Functionality’ cookies are used to provide services or to remember settings to improve your visit.

We use ‘Functionality’ cookies to…

  • Remember settings you’ve applied such as layout, text size, preferences and colours
  • Remember if we’ve already asked you if you want to fill in a survey
  • Provide proactive live chat sessions to offer you support
  • Show you when you’re logged in to the website

Cookies defined as ‘Functionality’ will not be used to…

  • Target you with adverts on other websites

Here is a list of the cookies we have defined as ‘Functionality’.

LiveHelpSession (expires after Session)

5.4.4 Google Analytics Cookies

We use Google Analytics to analyse the use of our website.

Our analytics service provider generates statistical and other information about website use by means of cookies.

The analytics cookies used by our website have the following names: _ga, _gat and _gat_UA-68097266-1.

The information generated relating to our website is used to create reports about the use of our website.

Our analytics service provider’s policy is available at:

5.4.5 Favourites Cookie

In order to store your favourite apartments on the website we use a cookie:

  • The favourites cookie is called: favourites_apartments
  • This cookie expires after 7 days and is removed from your computer.
  • This cookie does not store any personal information or browsing trends.

5.5 You may accept or decline cookies, although declining could prevent you from taking full advantage of our website or other websites. Most web browsers automatically accept cookies but can usually be modified to decline them.

If you wish to decline cookies then follow the instructions below;

  • First click on TOOLS at the top of the screen, then click on INTERNET OPTIONS
  • You will now see the Advanced Privacy Settings
  • Select the Override automatic cookie handling option
  • You now have 3 choices for each type of cookie:
  • Accept – Accepts any cookies
  • Block – Blocks all cookies
  • Prompt – Asks you before storing a cookie

If you accept the cookies, you agree that the cookies may remain indefinitely on the hard drive of your computer until such time as they are deleted, modified or otherwise changed by us or you.

5.6 You agree that we may obtain and use the data and information obtained from the cookies to carry out any of the following functions:

5.6.1 track online traffic flows and preferences;

5.6.2 analyse profiles of visitors;

5.6.3 assess how to make the website more user-friendly;

5.6.4 supplying information from cookies to measurement and research companies to analyse and report back on how the website could be improved;

5.6.5 save you from repeating different functions already completed when you previously visited our website;

5.6.6 attach a unique identifier number to each hard drive on any computer, gadget or mobile;

5.6.7 track and record your journey through our website; and

5.6.8 assist in the downloading of forms.

5.7 Except as specifically set out in this policy, we agree and undertake that none of the data and information obtained from the cookies shall be supplied to any third


6. Your rights

6.1 You may instruct us at any time by email if you do not wish to receive or continue to receive marketing and promotional information from us. You should also contact us if any information we hold about you is known by you to be incorrect or incomplete.

6.2 Except as provided for in this policy, we will not sell, distribute or lease your personal information to third parties unless your permission is obtained or we are required to disclose the information by law.

6.3 You may request details of personal information held by us about you under the Data Protection Act 1998. You will be required to pay a nominal fee (currently set at £10 per request) and also provide us with proof of your identity. Further details on how to make a request can be obtained from us or from the Information Commissioners Office.

6.4 Our contact details are:
00 44 1784 489200
Clarendon Serviced Apartments
Wraysbury Hall
Ferry Lane
Hythe End
Staines upon Thames
TW19 6HG

7. Data Protection

7.1 We shall abide fully with all relevant data protection legislation that may be in force in theUnited Kingdom. Our data protection registration number is Z7917528.

7.2 We may disclose personal information where reasonably necessary for the purposes ofthis policy or the provision of our services to you to our agents, officers, employees or suppliers.

7.3 You agree that the data collected by us may be used, stored, retrieved, transferred andverified to and by any third party for the following purposes:7.3.1 Compliance with laws, directives, regulations or codes of practice;

7.3.2 As part of legal proceedings (prospective or ongoing) or proceedings for us to exercise,defend or establish our legal rights; and

7.3.3 For the purposes of (or potential sale) of our business or any assets.

7.4 For the purposes of an online booking made via our online booking engine, we useauthorised third parties to manage the website booking process and the provision of onlinepayment services. You acknowledge and accept that in the event that you make a booking via our website:

7.4.1 such authorised third parties will have access to and will process your personalinformation, including your relevant debit or credit card details used for the purposes of payingfor the booking.

7.4.2 information collected by such authorised third parties may be transferred to anothercountry which does not have similar levels of data protection as the UK or other countries withinthe European Economic Area.

8. External websites

8.1 If you follow a link on our website to an external website, we are not responsible for the protection or privacy policy of that external website. You should locate and examine the privacy policy of the external website before proceeding.

9. Amendments

9.1 We may change this policy from time to time. You are advised to check our privacy policy periodically to learn of any changes. Should you object to the changes or wish to update your own information, you are advised to contact us.

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