Booking(s) refers to the reservation of accommodation with a specified Establishment.
Booking Confirmation refers to the notification issued by Us, to confirm a Booking made with an Establishment.
Booking Service refers to the accommodation search facility operated by Us which may be used to search for, book and pay for accommodation.
Communication Facility refers to any bulletin boards, chat rooms, web based forms, or other messaging or communication facilities between You and Us (if any), as may be available from time to time on any Website or Booking Service operated by Us.
Establishment refers to accommodation included in and displayed via Ladyknowe Apartment’s Booking Service.
Form refers to a web-based or an email-based data entry form designed by Us and used to help Us collect information about You.
Intellectual Property Rights refers to all patents, copyright, database rights, design rights, moral rights, registered designs, trademarks or service marks, trade names, or know-how (whether registered or not and including any applications or rights to apply for registration) and all rights or forms of protection of a similar nature whether subsisting now or at any time in the future anywhere in the world.
You (and related expressions like “Your” and “Yours” and “Yourself”) refers to you, a user of the Website or the Booking Service or the Communication Facility operated by Us.
Your Content refers to business contact information, ratings, reviews, comments, photographs or other information and material, including personal information which may include, without limitation, Your name, address, town, postcode, country, email and phone number as well as billing information or payment card details (“Personal Information“) which You consent to share with Us when you submit a Form, a Booking or a Guest Review.
We (and related expressions like “Us” and “Our” and “Ours” and “Ourselves”) refers to Ladyknowe Apartment.
Website refers to a website operated by Us, which includes a Communications Facility or a Booking Service operated by Us.
2. Your consent
Where you have expressly provided consent online when asked to do so, we may also use Your Personal Information to communicate information to You about our products and services and to improve our understanding of the needs of potential and existing users of our services.
3. Collection, use & retention of Personal Information
We collect, use and retain Personal Information about you only to the extent that is reasonably required to conduct our business effectively.
The information collected by Us varies depending on the service you request from us.
We may collect personal details such as but not limited to Your name, address, accommodation details, credit/debit card number and expiry date, billing details and telephone numbers (“Personal Information”) either when You use Our Communication Facility, or when You use Our Booking Service. Your credit/debit card details are only used to process the transaction You have requested, and are NOT stored or used in any other way by Us.
We may also collect Personal Information directly from You when You speak to Us over the telephone or send Us correspondence or submit an accommodation review or a review of Our services.
We use Personal Information to complete transactions on Your behalf and to ensure that we can efficiently manage and track transactions that are processed through Our system. We also use Personal Information to monitor Our system’s efficiency and usability, and to test and develop enhancements and changes to the way We do business.
The Personal Information that We collect is stored securely on servers in the United Kingdom and processed by our staff based in the United Kingdom.
The Personal Information we collect may also be shared with third parties where this is necessary to process and complete Bookings or payment transactions on Your behalf, to fulfil Our contractual obligation to You, or allow the relevant third parties to fulfil their obligations to You in providing the service You requested. Such third parties may be located outside the EEA and may store the data we share with them outside the EEA. Third parties may include without limitations:
A third party operating the website which made the Booking Service available to You (for example: an online travel website, or regional and local tourism organisations), or a payment processor (for the processing of card payments) (“Booking Partners”).
one of our contracted suppliers (for example: the data centre hosting our services, or a market research company handling surveys on our behalf). (“Suppliers”).
4. Protection of Personal Information
We maintain appropriate security standards and procedures in relation to the collection, use and retention of Your Personal Information in order to prevent unauthorised access or disclosure.
We are compliant with the Payment Card Industry security standard (PCI-DSS Level 1). We cannot be held liable for the security of any card information that You may have passed on to a travel agency by means other than Our Website or Booking Service.
5. Disclosure to third parties
Personal Information is shared with our contractors, data processing companies including operators of global distribution systems and payment clearing houses, banks and professional advisers. We share only the Personal Information necessary to deliver any supply of products and/or services by Us to You or in order to ensure the successful completion of a transaction processed through our system or for other related purposes. We may also disclose Your Personal Information when necessary to protect against fraud or any other crime (usually by providing such information to a reputable information reporting organisation) or in the event that we sell our business then to the purchaser of that business.
We may in addition from time to time share non-personal, non-individual information in aggregate form with third parties for business purposes, for example we may tell our Booking Partners including regional tourism agencies and commercial distributors the number of customers or level of bookings in certain demographic groups. The sharing of aggregate data does not involve the disclosure of Personal Information which can identify any particular individual.
Third parties may publish or use Your Personal Information if you have expressly provided this Personal Information to Us as your business contact information, as part of the Content You supply when advertising Your accommodation on certain travel sites, to ensure that third parties and potential guests are able to contact You.
Finally, we may disclose your Personal Information to the relevant competent authorities (for example police, customs, central banks and tax authorities) at any time and where required to do so by law, or to comply with any legal obligation or requirement, such as an order of the court.
6. Employee access to Personal Information
Your Personal Information is disclosed to our employees, agents and representatives on “a need to know” basis and we confirm that all such persons understand the importance of client confidentiality and privacy.
We, and our business partners, may use Your Personal Information in order to contact You to perform the fulfilment or payment of any Bookings made via the Booking Service, or to respond to or follow-up any enquiries You have made via the website(s) we operate.
7. Share facility
If you use any social media share facility on our Website and give us details of another person (e.g. their name and email address), you should make sure that the other person is content to share their personal information with Us and receive information from Us. We will only use their data for the purpose of sharing information via email or social media.
8. Updating, maintenance and accuracy of your information
We do our best to ensure that all information held relating to You is kept up-to-date, accurate and complete.
Data populated by You (including your personal details entered in any fields) is Your sole responsibility and any changes to any aspect of Your personal data should be updated directly by You.
9. Cookies and other non-personal information
Cookies are tiny files placed onto the hard drive of Your device when You register or fill-out a Form or subscribe and cookies enable Our server to recognize who You are each time You return. Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.
We may use third-party advertising companies to serve ads on Our behalf. These companies may employ cookies and action tags (also known as single pixel gifs or web beacons) to measure advertising effectiveness. Any information that these third parties collect via cookies and action tags is completely anonymous. If You would like more information about this practice and Your choices, please visit the Network Advertising Initiative website (//www.networkadvertising.org).
You can erase or block cookies from Your device if You want to (Your device manual or Help information for Your browser should tell You how to do this). If You block or delete cookies, you may not be able to use all the features of Our Website or you may find the Website less usable.
10. Your rights
You have the right to request a copy of the Personal Information we hold about You, and you have the right to request that Your Personal Information be rectified, transferred elsewhere, and/or deleted from our systems. You also have the right to withdraw any consent previously given to Us with regard to the collection and processing of Your Personal Information.
To the extent that We have a legal obligation to hold Your Personal Information – for example the requirement to hold invoice information for up to seven (7) years and the requirement to provide guest registration information to the local health & safety or police authorities – the minimum information required, including Personal Information, shall be held until the legal requirement expires and this minimum required Information shall be passed to the relevant authorities.
Our security procedures mean that we may request proof of identity before we are able to disclose any Personal Information to You.
11. Complaints Procedure
If you are dissatisfied with the outcome of your complaint, you may choose to escalate the complaint internally by contacting Us at firstname.lastname@example.org. A response to an escalated complaint will be made within a further ten (10) working days.