At True Property Investment Ltd (“True Stays”, “True Property”, “we”, “us”), we are committed to protecting and respecting your privacy.
This Policy explains when and why we collect personal information about people who visit our website or who speak to us over the telephone, via e-mail or online, how we use it that data, the conditions under which we may disclose it to others, and how we keep it secure.
Who are we?
We’re True Stays (Part of True Property Investment Ltd.), a property investment and management company, reg. no. 11640786 in England and Wales.
Our Data Protection Officer is Oliver Whitehouse (email@example.com). We are registered as a data controller with the ICO (www.ico.org.uk). Our registration number can be found on the online register.
How do we collect data from you?
We obtain information about you when you use our website, when you contact us by e-mail or telephone about our products and services, or if you register to receive one of our newsletters or e-mail updates.
What type of data do we collect about you?
We only ask for the information required to process your enquiry and reservation. The personal information we collect might include your name, address, email address and IP address. We may also need to collect the names of other guests over 18 years of age. We also collect details about your accommodation requirements such as budget, length of stay and accommodation type. If your employer uses our services to book accommodation for you, we may collect this information from them, rather than directly from you.
When you visit our website we collect some cookie information regarding your use of the website and this is used to help us improve the service we deliver. Cookie information can include your IP address, the browser you’re using and your language settings.
If you purchase a product or service from us and pay by card, your card information is not held by us, it is collected by our third party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions, as explained below.
Your payment card details and Government Identification is required for all bookings to be processed in order to confirm your booking, and this will be required via our online check-in forms, due to the company providing self-service accommodation.
How is your information used?
We may use your information to:
- process orders that you have submitted;
- carry out our obligations arising from any contracts entered into by you a relating to the booking of any short term serviced apartments;
- seek your views or comments on the services we provide;
- notify you of changes to our services;
- send you communications which you have requested and that may be of interest to you;
- activities, promotions of our associated company’s goods and services;
- confirm your identity so that we can provide you with goods and services
How long do we keep your information?
We will hold your personal information on our systems for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with us. In addition we are legally required to hold some types of information to fulfil our statutory obligations, which is up to 6 years after your last booking for the purpose of auditing and to comply with regulatory bodies such as the HMRC.
We review our retention periods for personal information on a regular basis.
None of your personal information is shared unless you request that we reserve your chosen accommodation. If you would like to proceed with a reservation then we will pass on the relevant personal information to the property provider. This will allow them to allocate an apartment to you and, if applicable, any other travellers in your group.
Furthermore, if you have opted-in when making your enquiry, we will send you marketing materials such as our monthly newsletter that details promotions, special offers and discounted rates. Depending on your preferences, we may send you further correspondence from time to time.
Who has access to your information?
We will not sell or rent your information to third parties.
We will not share your information with third parties for marketing purposes.
Third Party Service Providers working on our behalf: We may pass your information to our third party service providers, agents subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to manage a short-let booking or any ancillary property matter that we have been instructed to administer). However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we require them to keep your information secure and not to use it for their own direct marketing purposes. Please be reassured that we will not release your information to third parties beyond our network for them to use for their own direct marketing purposes, unless you have requested us to do so, or we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.
We do not share your personal information with any other people or third parties. We may only have to disclose your information in the event that we sell the business, introduce or acquire another business, need to establish, make or defend a legal claim, or if we are under a duty to disclose personal information to comply with legal obligations. We may also use third party service providers (such as IT and technology services) who will store or use your information, but only on our instructions and subject to strict data protection requirements.
When someone visits www.truestays.co.uk we use Google Analytics to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google, any attempt to find out the identities of those visiting our website. Further information can be found from Google themselves: https://privacy.google.com/businesses/compliance/
Our live Short-Let booking system is managed by a system called Zeevou and is a secure solution for managing the live booking of our apartments and the customer data for such. A full copy of Booking Automation’s GDPR policy may be obtained from https://zeevou.com/privacy-policy/
Children’s Personal Data:
You must be over 21 years of age to reserve an apartment with True Stays. If children are travelling with you, we will need to know their age but we do not require their personal details and you will never be asked for their information at any stage in the reservation process. We may ask simple questions to help form your requirements, for example, if you require a cot or a high-chair.
You have a choice about whether or not you wish to receive information from us. If you do not want to receive direct marketing communications from us then you can confirm your approval by ticking the box on the form on which we collect your information.
We will not contact you for marketing purposes by email, phone or text message unless you have given your prior consent. We will not contact you for marketing purposes by post if you have indicated that you do not wish to be contacted. You can change your marketing preferences at any time by contacting us by email: firstname.lastname@example.org
How you can access or update your data
The accuracy of your information is important to us. We’re working on ways to make it easier for you to review and correct the information that we hold about you. In the meantime, if you change email address, or any of the other information we hold is inaccurate or out of date, please email us at: email@example.com
You have the right to ask for a copy of the information True Stays holds about you, or for us to rectify and erase personal data, and restrict or object to processing at any time. However, this may have implications on how we deliver our services to you. We will alert you if we are unable to continue working for you if our obligations to you under GDPR will prevent us in providing such services.
You have the right to restrict the processing of your data. We only use your data to process your reservation and if you request us to restrict processing then this will take place after your reservation and stay has been completed. Further to this, if you feel your data has been processed incorrectly or unfairly then you have the right to object to the processing of this data. Please email us at: firstname.lastname@example.org.
If you decide that you don’t want us to store your data anymore then you can request it to be deleted. Please email us at: email@example.com and we will delete all of your personal data. We will only retain your data if we’re under a legal obligation to do so or we need to keep it to establish, exercise or defend a legal claim, and you will always be informed in these scenarios.
If you want us to transfer your personal information to another party where you provided it to us and we are using it based on your consent, or to carry out a contract with you, and we process it using automated means, you can do this by emailing us at: firstname.lastname@example.org.
Where you have requested access to the data we hold, we will provide it to you within 1 month of us making a request, and we do not make a charge for this.
Security of Information
Non-sensitive details (your email address etc.) are transmitted normally over the Internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. We take every reasonable measure to ensure your data is secure and only accessed by those requiring it to process your reservation.
When you make a reservation and enter payment details, this information is encrypted. This helps ensure your data is not transferred in a readable format and can’t be unlawfully accessed in transit.
Transferring your data outside of Europe
As part of the services offered to you, the information which you provide to us may be transferred to countries outside the European Union (“EU”). By way of example, this may happen if any of our servers are from time to time located in a country outside of the EU.
These countries may not have similar data protection laws to the UK. By submitting your personal data, you’re agreeing to this transfer, storing or processing. If we transfer your information outside of the EU in this way, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this Policy.
If you use our services while you are outside the EU, your information may be transferred outside the EU in order to provide you with those services.
Changes to this Policy
Any changes to this policy will be posted on this page.
If you wish to lodge a complaint with the supervisory authority, you can do so here: https://ico.org.uk/concerns/
Cookies are small data files, applied by the majority of websites, which transfer text-only information to the hard drive of your computer.
We use the following types of cookies:
- Strictly necessary cookies. These cookies are required for the operation of parts of our websites. They include, for example, cookies that enable you to log into secure areas of our websites or make use of reservation services. Strictly necessary cookies do not require consent as they provide functionality, as requested by the browser.
- Performance cookies. They allow us to recognise and count the number of visitors to our webpages and see how these visitors navigate around our site. This helps us to improve the way our website works by optimising our page layouts, search tools and general usability.
- Functionality cookies. These are used to recognise when you return to our websites in the future. This enables us to personalise our content for you, greet you by your name and remember your preferences such as language settings and time zone.
- Targeting cookies. These cookies record your visit to our websites, the pages you have visited and the links you have followed. They help us see your points of entry and exit to our website.
Some cookies may give us your browsing IP (Internet Protocol) address which is personally identifiable information. However, we do not use this to identify any individuals. Your IP address may be logged to help us track where your browsing session is originating from, and help us gather wider statistics on our visitor base.
By using the Website you accept our use of these cookies.
You may control the cookies used by websites by modifying the settings in your browser. To do this, view the “help” menu to change your cookie preferences.
To access the Google Analytics opt out browser, please visit https://tools.google.com/dlpage/gaoptout. By choosing this option, you will block Google Analytics across all websites.
For more detailed information about cookies and how they can be managed and deleted please visit www.allaboutcookies.org.