Ellenborough Park's policies and terms of use

Unless otherwise noted, the graphic images, buttons, layout and text contained in this website are the copyright and the exclusive property of Ellenborough Park and may not be used, copied or distributed, in whole or in part, without the express written consent of Ellenborough Park.

Your privacy is of the utmost importance to us, which is why we have compiled this comprehensive Data Protection policy in compliance with national and international regulations.

This site is owned and managed by Ellenborough Park and we respect the privacy of all visitors to the site. Please find below information on how the data we collect on you is used, and what you should do if you have any concerns regarding the data held. If you have queries regarding the information contained in this policy please e-mail info@ellenboroughpark.com.

“Personal data” referred to henceforth means any of your information collected and logged by us in a way which allows us to identify you directly or indirectly. Please read this policy before providing us with any direct information (i.e. name) or indirect information (i.e. address).

This policy has been created as part of the terms and conditions of our hotel services. By accepting our terms and conditions, you expressly accept the terms of our Data Protection policy detailed below.

1. What information do we collect?

At various points, we may need to collect information about you or your family/fellow guests. This information may include:

• Contact details such as your first name, last name, telephone number or email
• Personal information such as your nationality or date of birth
• Information about your children such as first name, date of birth or age
• Your credit card number for transaction and reservation purposes
• Your arrival/departure dates and room preferences
• Your questions, comments or feedback during or after a stay or visit to us
• Your IP address or cookie information

We will never deliberately collect sensitive information such as racial, religious, sexual or political alignment and only collect information regarding adults or their children from those aged over 18.

2. When do we collect it?

Your information may be collected at the hotel when:

• Booking a room, checking in or paying
• Eating or drinking at our bar or restaurant
• Making a request or complaint

Your information may be collected online when:

• Participating in a customer survey or online competition
• Subscribing to our promotional email newsletter
• Through a third party i.e. a reservation system or travel agent
• When connecting to our website i.e. IP address or cookies

3. Why do we collect it and how we use it

Contact details – To manage your reservation, requests and services; to monitor use of amenities; to manage your restaurant or bar bookings; to manage special requests, to send you special offers or information via email newsletter and to manage financial and payment records pertaining to your stay or visit.

Personal information – To improve the level of service we offer; to assist in marketing and promotion of our services and help us adapt our services.

Information pertaining to your children – To manage their stay at the hotel; information can only be supplied by an adult.

Credit card number – To guarantee bookings and take payment.

Arrival and departure dates – To manage your hotel booking.

Your questions, comments or feedback – To improve the level of service we offer.

IP address or cookie information – To improve our website navigation and prevent fraud or security breaches.

4. Secure information storage

We take data security seriously and use appropriate technologies and procedures to protect your personal information. Our information security policies and procedures are aligned with widely accepted international standards, we apply the controls detailed in the Payment Card Industry Data Security Standard to all environments storing personal data. These standards are applied and are reviewed regularly and updated as necessary to meet our business needs, changes in technology, and regulatory requirements.

For example:

Policies and procedures

• We have measures in place to protect against accidental loss and unauthorized access, use, destruction, or disclosure of data
• We have a Business Continuity and Disaster Recovery strategy that is designed to safeguard the continuity of our service to our clients and to protect our people and assets
• We place appropriate restrictions on access to personal information
• We implement appropriate measures and controls, including monitoring and physical measures, to store and transfer data securely
• We conduct Privacy Impact Assessments in accordance with legal requirements and our business policies

Training for employees and contractors

• We require privacy, information security, and other applicable training on a regular basis for our employees and contractors who have access to personal information and other sensitive data
• We take steps to ensure that our employees and contractors operate in accordance with our information security policies and procedures and any applicable contractual conditions

Vendor risk management

• We require, through the use of contracts and security reviews, our third-party vendors and providers to protect any personal information with which they are entrusted in accordance with our security policies and procedures

5. Your rights

We hold on to your information for as long as you have a booking with us, and for as long as is necessary to provide support-related reporting. We’ll also hold on to your information If reasonably necessary or required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions. We may also keep hold of some of your information as required, even if it is no longer needed to provide the services to you. You may see or receive marketing information or promotions when appropriate.

You have the following rights:

• The right to be informed about how your personal information is being used
• The right to access the personal information we hold about you
• The right to request the correction of inaccurate personal information we hold about you
• The right to request that we delete your data, or stop processing it or collecting it, in some circumstances
• The right to stop direct marketing messages, and to withdraw consent for other consent-based processing at any time
• The right to request that we transfer elements of your data either to you or another service provider
• The right to complain to your data protection regulator — in the UK, the Information Commissioner’s Office (ICO)

6. Marketing

We may use certain information to refine your online experience with us and to show you promotions or products which may be of interest to you; you may amend your marketing preferences across your social media channels to opt out of this. We may also email you with exclusive information and promotions; you may unsubscribe from these emails at any time.

7. Changes and updates to this policy

We may change our Data Protection policy from time to time, to reflect the way we process your data. Should we make significant changes, we will make that clear on our website, or by some other means of contact such as email, so that you are able to review the changes before you continue to make use of our services.

8. Contact us

Should you wish to contact us at any time with questions, comments, data-related requests or similar, please email us at info@ellenboroughpark.com

This website https://www.ellenboroughpark.com/ (“Our Site”) uses Cookies and similar technologies in order to distinguish you from other users. By using Cookies, We are able to provide you with a better experience and to improve Our Site by better understanding how you use it. Please read this Cookie Policy carefully and ensure that you understand it. Your acceptance of Our Cookie Policy is deemed to occur if you continue using Our Site. If you do not agree to Our Cookie Policy, please stop using Our Site immediately.

1. Definitions and Interpretation

In this Cookie Policy, unless the context otherwise requires, the following expressions have the following meanings:

“Cookie”
means a small file placed on your computer or device by Our Site when you visit certain parts of Our Site and/or when you use certain features of Our Site;

“Cookie Law”
means the relevant parts of the Privacy and Electronic Communications (EC Directive) Regulations 2003 and of EU Regulation 2016/679 General Data Protection Regulation (“GDPR”);

“Personal Data”
means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data, as defined by EU Regulation 2016/679 General Data Protection Regulation (“GDPR”); and

“We/Us/Our”
means Ellenborough Park of

2. Information About Us

Our Site operated by Us, Ellenborough Park

If you would like to know more about how We use Cookies, please contact Us at info@ellenboroughpark.com, by telephone on 01242 545454 or by post at Ellenborough Park, Southam Road, Cheltenham, GL52 3NJ

3. How Does Our Site Use Cookies?

Our Site may place and access certain first-party Cookies on your computer or device. First-party Cookies are those placed directly by Us and are used only by Us. We use Cookies to facilitate and improve your experience of Our Site and to provide and improve Our products and services. We have carefully chosen these Cookies and have taken steps to ensure that your privacy and personal data are protected and respected at all times.

By using Our Site, you may also receive certain third-party Cookies on your computer or device. Third-party Cookies are those placed by websites, services, and/or parties other than Us. Third-party Cookies are used on Our Site for website usage and advertising purposes. By collecting this data, we can continually improve the website experience. These cookies are small text files which are stored on your computer by your web browser. They are not computer programs, and they can’t read any other information saved on your hard drive. They can’t spread viruses or obtain sensitive user information such as email addresses and credit card numbers.

All Cookies used by and on Our Site are used in accordance with current Cookie Law. We may use some or all of the following types of Cookie:

• Strictly Necessary Cookies
  A Cookie falls into this category if it is essential to the operation of Our Site, supporting functions such as logging in, your shopping basket, and payment transactions.
• Analytics Cookies
  It is important for Us to understand how you use Our Site, for example, how efficiently you are able to navigate around it, and what features you use. Analytics Cookies enable us to gather this information, helping Us to improve Our Site and your experience of it.
• Functionality Cookies
  Functionality Cookies enable Us to provide additional functions to you on Our Site such as personalisation and remembering your saved preferences. Some functionality Cookies may also be strictly necessary Cookies, but not all necessarily fall into that category.
• Targeting Cookies
  It is important for Us to know when and how often you visit Our Site, and which parts of it you have used (including which pages you have visited and which links you have visited). As with analytics Cookies, this information helps us to better understand you and, in turn, to make Our Site and advertising more relevant to your interests. Some information gathered by targeting Cookies may also be shared with third parties.
• Third-Party Cookies
  Third-party Cookies are not placed by Us; instead, they are placed by third parties that provide services to Us and/or to you. Third-party Cookies may be used by advertising services to serve up tailored advertising to you on Our Site, or by third parties providing analytics services to Us (these Cookies will work in the same way as analytics Cookies described above).
• Persistent Cookies
  Any of the above types of Cookie may be a persistent Cookie. Persistent Cookies are those which remain on your computer or device for a predetermined period and are activated each time you visit Our Site.
• Session Cookies
  Any of the above types of Cookie may be a session Cookie. Session Cookies are temporary and only remain on your computer or device from the point at which you visit Our Site until you close your browser. Session Cookies are deleted when you close your browser.

Cookies on Our Site are not permanent and will expire as indicated in the table below.

For more details of the personal data that We collect and use, the measures we have in place to protect personal data, your legal rights, and our legal obligations, please refer to our Privacy Policy.

For more specific details of the Cookies that We use, please refer to the table below.

4. What Cookies Does Our Site Use?

The following third-party Cookies may be placed on your computer or device:

Doubleclick
These cookies identify user sessions, passing information back to Google Analytics. With this information, we can improve the website experience.

Google Tag Manager
These cookies identify user sessions, passing information back to Google Analytics. With this information, we can improve the website experience.

Facebook
This cookie identifies user sessions, passing information back to Facebook’s advertising platform. This allows us to communicate the latest offers and events via Facebook and Instagram ads.

Fullstory
To track and improve the use of the website

__adal_ca
Store which advertising campaign drove a user to visit

__adal_cw
Tie back conversion events to earlier visits

__adal_id
Uniquely identify a device

Our Site uses analytics services provided by Google.com, Facebook.com and Responsetap.com Google Website analytics refers to a set of tools used to collect and analyse anonymous usage information, enabling Us to better understand how Our Site is used. This, in turn, enables Us to improve Our Site and the products and services offered through it. You do not have to allow Us to use these Cookies, however, whilst Our use of them does not pose any risk to your privacy or your safe use of Our Site, it does enable Us to continually improve Our Site, making it a better and more useful experience for you.

The analytics service used by Our Site uses analytics Cookies to gather the required information.

The analytics services used by Our Site use the following analytics Cookies:

Universal Analytics
These cookies identify user sessions, passing information back to Google Analytics. With this information, we can improve the website experience.

Facebook Pixel
This cookie identifies user sessions, passing information back to Facebook’s advertising platform. This allows us to communicate the latest offers and events via Facebook and Instagram ads.

5. Control

In addition to the controls that We provide, you can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all Cookies or only third-party Cookies. By default, most internet browsers accept Cookies but this can be changed.

The links below provide instructions on how to control Cookies in all mainstream browsers:

Google Chrome

Microsoft Internet Explorer

Safari (macOS)

Safari (iOS)

Mozilla Firefox

Android

6. Changes to this Cookie Policy

We may alter this Cookie Policy at any time. Any such changes will become binding on you on your first use of Our Site after the changes have been made. You are therefore advised to check this page from time to time.

In the event of any conflict between the current version of this Cookie Policy and any previous versions, the provisions current and in effect shall prevail unless it is expressly stated otherwise.

Please note the following event terms and conditions when booking tickets for any of our seasonal events.

1. Refunds are not available for any purchased tickets.
2. Occasionally, events are cancelled or postponed for a variety of reasons. If the event is cancelled, we will reschedule the event or issue a refund according to the circumstances surrounding the cancellation of the event.
3. Please check your tickets, as mistakes cannot always be rectified.
4. We operate a no smoking and no drugs policy.
5. We accept no responsibility for any personal property.
6. The event listed on the lead purchased ticket is strictly for ticket holders who are over 18 years of age. Identification may be required.
7. These terms and conditions are subject to change at any time. For further information please contact events@ellenboroughpark.com