Privacy Policy

Name (first and last name), contact details (email address, phone number, postal address), payment information (card type, last 4 digits, transaction details – processed securely via payment providers), booking details (arrival/departure dates, preferences, special requests), marketing preferences, and survey responses, reviews, or competition entries.

We may also collect:

• Date of birth, gender, and nationality
• Employment information (job title, company, industry)
• Records of communications (including emails, phone calls, and customer service interactions)
• CCTV footage when you visit our premises
• Data collected when you access our WiFi services

When you visit our website, we may collect your IP address, browser type and version, device and operating system, pages visited and usage data, location data (if enabled on your device), and cookie identifiers.

We may receive personal data from booking platforms and travel partners, payment providers, analytics providers, and marketing and advertising partners.

We may also obtain personal data from publicly available sources such as social media platforms, customer reviews, surveys, and feedback platforms.

In some circumstances, we may collect and process special category (sensitive) personal data where necessary to deliver our services. This may include:

• Health information (e.g. disabilities, medical conditions, or treatment preferences for spa or accessibility requirements)
• Dietary requirements that may indicate religious or health-related information

We will only process this data:

• Where we have obtained your consent, or are entitled to process this data under another lawful basis under UK GDPR.

We only use your personal data where we have a valid legal basis under UK GDPR.

We may combine data from different sources (such as booking history, website activity, and marketing interactions) to better understand your preferences and tailor our services and communications.

See below for all the ways we may use your personal data

Contract

We will use your personal information where this is necessary for us to perform our contract with you or to carry out any pre-contract steps you’ve asked us to so that you can enter into that contract

To provide and manage all bookings, reservations and events made at The Belfry Hotel & Resort. To fulfil your booking/order, take payments from you, deal with your booking queries and manage your account. Carry out other obligations arising from any contracts entered between you and us, including meeting any dietary or special assistance request you have made. To enable you to partake in a prize draw or competition and for us to administer the competition.

Consent

We may use and process your personal information where you have consented for us to do so.

Contacting you via email with marketing information about The Belfry Hotel & Resort

• When you sign up for emails indicating that you would like to receive such marketing from us; or
• When you update your marketing preferences - when you make a booking and have given us permission to email you and to conduct processing using cookies (please see our Cookies Policy for more information).

You may withdraw your consent for us to use your information in any of these ways at any time

Legal Obligations 

We will use your personal information to comply To keep a record relating to the exercise of any of your rights relating to our processing of your personal information with our legal obligations. 

To comply with a request from you in connection with the exercise of your rights (for example where you have asked us not to contact you for marketing purposes, we will keep a record of this on our suppression lists in order to be able to comply with your request).

To anonymise or delete your personal information when it is no longer required for the purposes described in this Privacy Policy. To comply with official notices from Police, HMRC and other authority requests where failure to do so would result in us breaking the law; and To handle and resolve any complaints we receive relating to our processing of your personal information as described in this Privacy Policy.

Legitimate Interest

We may use and process your personal information where it is necessary for us to pursue our legitimate interests as a business, or that of a third party, for the following purposes.

Processing is necessary to provide customer services in relation to a booking you have made:

• To send reminders about your stay, spa treatment, golf tee time, dinner reservation, driving range booking, golf lesson, event, activity or any booking at The Belfry Hotel & Resort.
• To process and deal with any complaints or enquiries made by you. Processing necessary for us to promote our business and measure the reach and effectiveness of our campaigns
• To contact you with marketing information by email where you have not chosen to opt-out of these communications;
• For analysis and insight conducted to inform our marketing and business strategies, and to enhance your user experience;
• To identify and record when you have received, opened or engaged with our website or our electronic communications; Processing necessary for us to respond to changing market conditions and the needs of our users
• To analyse, evaluate and improve our website so that your use of our website and social media pages are more useful and enjoyable (we will generally use data amalgamated from many people so that it does not identify you personally);
• To undertake market analysis and research (including contacting you with customer surveys) so that we can tailor our services to your requirements and preferences;
• To study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy;

Processing necessary for us to operate the administrative and technical aspects of our business efficiently and effectively

• To administer our website and social media pages and for internal operations, including troubleshooting, testing, statistical purposes;
• For the prevention of fraud and other criminal activities;
• For network and information security in order for us to take steps to protect your information against loss or damage, theft or unauthorised access;
• For the purposes of corporate restructure or reorganisation or sale of our business or assets;
• For efficiency, accuracy or other improvements of our databases and systems, for example, by combining systems or consolidating records we hold about you;
• To enforce or protect our contractual or other legal rights or to bring or defend legal proceedings;
• To inform you of updates to our terms and conditions and policies; and
• For other general administration including managing any reports you make, your queries, complaints, or claims, and to send service messages to you.

We may send you marketing communications where you have consented, or you are an existing customer, and we rely on soft opt-in rules where permitted by law. You can opt out at any time by clicking the unsubscribe link in emails or contacting us directly.

We use cookies and similar technologies to enhance your experience. Types of cookies we use include strictly necessary cookies essential for site operation, analytics cookies to understand website usage, and marketing cookies to deliver relevant advertising. We use tools such as Google Analytics, which may process limited personal data (for example IP address and device identifiers). You will be asked to consent to non-essential cookies via a cookie banner, and you can update your preferences at any time. For more details, see our Cookie Policy.

We may track how users interact with our website and marketing emails (such as pages visited, time spent, and links clicked) to understand behavior and improve our services.

We may share your data with service providers (processors), including payment processors, IT and website hosting providers, marketing platforms, and analytics

providers, as well as third parties acting as controllers where applicable, such as travel and booking partners, and credit reference agencies if required. We may also share data if required by law or regulatory authorities, or in connection with business transfers such as a sale or merger. We ensure all third parties respect your data and process it lawfully.

We may share your personal data internally within our organisation, including across departments (such as reservations, marketing, customer service, and finance). This allows us to operate efficiently and provide a consistent customer experience.

Some of our service providers may operate outside the UK including Germany

Where your data is transferred internationally, we ensure appropriate safeguards are in place, such as determination of the adequacy of the protection afforded in such location by the UK Government, accreditation of the recipient with relevant international frameworks, and UK Standard Contractual Clauses (SCCs) or International Data Transfer Agreement.

Please contact us to obtain further details or copies of the safeguards we rely upon.

We retain your personal data only for as long as necessary.

In determining how long is appropriate to retain your personal data, various factors are considered including the nature of the data and the purpose for which we were processing the data, any legal obligations or legal risks that we need the data in order to manage, and the potential risk of harm from unauthorised use or disclosure of your personal data.

For example, booking and financial records are typically kept for up to 6 years to meet legal and tax requirements, marketing data is retained until you withdraw consent or after a period of inactivity, and website analytics data is typically retained for up to 36 months.

We may retain data longer where required by law.

We implement appropriate technical and organisational measures, including secure systems and encryption where appropriate, access controls and staff training, and regular security reviews.

Under UK GDPR, you have the right to access your personal data, correct inaccurate data, request erasure, restrict processing, object to processing, data portability,

withdraw consent at any time, object to direct marketing and to complain to us about how we are processing your personal data. To exercise your rights, contact us at enquiries@thebelfry.com. We will respond within one month.

We may use profiling techniques to better understand customer preferences and behaviours. This may include:

• Analysing booking history and service usage
• Segmenting customers into groups for marketing purposes
• Identifying customers with similar characteristics to tailor offers (for example, through advertising platforms)

These activities may involve combining personal data obtained directly from you with data obtained from third parties.

Our services are not intended for individuals under the age of 16. We do not knowingly collect data from children.

We use CCTV systems at our premises for the purposes of:

• Ensuring the safety and security of guests, staff, and property
• Preventing and detecting crime

CCTV footage may be monitored and recorded and retained for a limited period unless required for investigation purposes.

When you use our guest WiFi services, we collect your email address as legitimate interest. We may also collect information about your device and usage, including IP address, device identifiers, and browsing metadata. This is used for:

• Network security
• Service optimisation
• Legal and regulatory compliance

If you are unhappy with how we use your data, please contact us first. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

Our website may contain links to external websites. We are not responsible for their privacy policies or practices.

We may update this Privacy Policy periodically. Any changes will be posted on this page with an updated effective date.