Merchant House Truro (LTD)
Privacy Policy

This privacy policy explains how Merchant House uses and protects any information provided for your stay.

Merchant House are committed to ensuring that your privacy is protected in accordance with the General Data Protection Regulations Act 2017.

What information we collect

  • Full Name which we collect from you on a legal basis for the Immigration & Hotels Records Order 1972. We store this information electronically on our Hotel System as well as paper records for your reservation, including our arrivals & departures lists, registration documents and our lost property book and/or handover diary if required.
    We store these details for 3 years electronically and the paper records for 5 years, after the 3 years our Hotel System will automatically remove all of your records. After 5 years all paper records will be destroyed accordingly.
    Who processes this data- You (when booking online), booking services and Merchant House Reception Staff
    Who has access to this data- Merchant House Owner/Manager, Reception Staff, Booking Services/ Computer & Hotel System Support
  • Address including postcode which we collect from you on a contractual basis. We store this information electronically on our Hotel System as well as paper records for your reservation, including confirmation and registration forms.
    We store these details for 3 years electronically and the paper records for 5 years, after the 3 years our Hotel System will automatically remove all of your records. After 5 years all paper records will be destroyed accordingly.
    Who processes this data- You (when booking online), booking services and Merchant House Reception Staff
    Who has access to this data- Merchant House Owner/Manager, Reception Staff, Booking Services/ Computer & Hotel System Support
  • Telephone number which we collect from you on a contractual basis.
    We store this information electronically on our Hotel System as well as paper records for your reservation, registration documents and our lost property book and/or handover diary if required.
    We store these details for 3 years electronically and the paper records for 5 years, after the 3 years our Hotel System will automatically remove all of your records. After 5 years all paper records will be destroyed accordingly.
    Who processes this data- You (when booking online), booking services and Merchant House Reception Staff
    Who has access to this data- Merchant House Owner/Manager, Reception Staff, Booking Services/ Computer & Hotel System Support
  • Email address which we collect from you on an explicit consent basis, we will always ask you for consent to use your email address when booking direct with us over the phone.
    If you have booked online on our website we will obtain your email address if you have submitted this online during your reservation process, however we will not use this information until we gain your consent on arrival on a consent basis.
    If you have booked online via Booking.com/ Expedia/ Hotels.com we do not receive your email address from these booking services therefore we collect this information on your arrival on a consent basis.
    We store this information electronically on our Hotel System for 3 years & Campaign Monitor online mailing list for 2 years. After this our system will automatically remove your records.
    The only exception to this is if you have registered on our website to receive our Monthly Newsletters, we will store your email address on our Campaign Monitor mailing list indefinitely until you wish to unsubscribe which you can do so on any of the email Newsletters you have received or mark our email newsletter as spam which will add your email address to a suppressed list indefinitely to ensure you never receive our emails.
    Who processes this data- You (when booking online or registering for our newsletter), booking services and Merchant House Reception Staff.
    Who has access to this data- Merchant House Owner/Manager, Reception Staff, Booking Services/ Computer & Hotel System Support
  • Full card details which we collect from you on a contractual basis, either to secure your reservation or to take payment in advance.
    We store this information electronically on our Hotel Executive Secure server system which as accessible via our Hotel System. If you have booked online on any website your card details are stored electronically on our secure Channel Manager website “Siteminder” you can find their privacy policy at https://www.siteminder.com/legal/privacy/
    All card details stored on Siteminder are only stored up until your arrival and 1 day after your departure date. All card details stored on our Hotel Executive Secure System are retained for 30 days after your departure date. After the 1 or 30 days your card details are automatically removed off both electronic systems.
    Who processes this data- You (when booking online), booking services and Merchant House Reception Staff
    Who has access to this data- Merchant House Owner/Manager, Reception Staff, Booking Services/ Computer & Hotel System Support
  • Other information relevant to customers stayg Reason for stay (Birthday, Anniversary, Wedding etc) Time of arrival.
    We collect this information from you on a legitimate interest basis.
    We store this information electronically on our Hotel System as well as paper records for your reservation including Reception handover diary if required.
    We store these details for 3 years electronically and the paper records for 5 years, after the 3 years our Hotel System will automatically remove all of your records. After 5 years all paper records will be destroyed accordingly.
    Who processes this data- You (when booking online), booking services and Merchant House Reception Staff
    Who has access to this data- Merchant House Owner/Manager, Reception Staff, Booking Services/ Computer & Hotel System Support
  • Health / Medical comments or dietary requirements we collect this information from you on an explicit consent basis.
    We store this information electronically on our Hotel System as well as paper records for your reservation including Reception handover diary if required.
    We store these details for 3 years electronically and the paper records for 5 years, after the 3 years our Hotel System will automatically remove all of your records. After 5 years all paper records will be destroyed accordingly.
    Who processes this data- You (when booking online), booking services and Merchant House Reception Staff
    Who has access to this data- Merchant House Owner/Manager, Reception Staff, Booking Services/ Computer & Hotel System Support
  • Passport we collect this information on a Legal basis, in accordance with the Immigration & Hotels Records Order 1972.
    It is a legal requirement for us to gather passport details including your next destination from all non UK residents’, we will obtain this for all non UK guests over the age of 16.
    We store these details on paper records which are securely stored at the Hotel for 5 years, after the 5 years all paper records are destroyed accordingly.
    Who processes this data- You and Merchant House Reception Staff
    Who has access to this data- Merchant House Owner/Manager and Reception Staff.
  • Unique MAC/ IP Address we collect this information from you on a contractual basis.
    This data will be stored electronically on a LAN connected computer at Merchant House for 30 days, after this time your details will be automatically deleted.
    Who processes this data- You (the guest) by accepting the Terms of Use of our Wi-Fi.
    Who has access to this data- Merchant House Owner/Manager & Reception Staff. Computer & IT Support
  • Vehicle Registration we collect this information from you on a legitimate interest basis.
    This data will be stored electronically on a LAN connected computer and on a paper registration list at Merchant House and only retained during your stay, once you have departed this information is deleted from our computer and paper forms are shredded daily.
    Who processes this data- You & Reception Staff.
    Who has access to this data- Merchant House Owner/Manager & Reception Staff. Computer & IT Support
  • CCTV Images- we collect this data on a legitimate interest basis for the safety of our guests.
    This data will be stored electronically on a computer at Merchant House and retained for 14 days, after the 14 days the data is automatically deleted off the system.
    Who processes this data- Merchant House
    Who has access to this data- Merchant House Owner/Manager & Reception Staff/ Sentry Alarms Support


When making a Hotel reservation on our website
by clicking ‘BOOK ONLINE’ you will be sent to a 3rd party website called Siteminder, the website address is www.thebookingbutton.co.uk/properties/merchanthousedirect.
This website is used to create your hotel stay, gather all of your details which they then send us directly onto our Hotel system to create your hotel reservation. Your reservations details will also be on Siteminder’s website which can only be accessed by the Hotel with the secure log in details.
Siteminder is a national company who have their own privacy policy which can be found by following the link below;
https://www.siteminder.com/legal/privacy/
Please note if you have booked via a 3rd party website called Booking.com your personal data supplied to them during your booking process is not all passed onto us, we only receive your name, number if supplied, card details for payment in advance and address if supplied. We will gather all other information from you on arrival.
If you have booked via a 3rd party website called Expedia/ Hotels.com your personal data supplied to them during your booking process is not all passed onto us, we only receive your name and number and will collect all other information from you on arrival (Please note when booking with Expedia/Hotel.com you pay them when booking not Merchant House therefore we will not have your card details stored)

 

 

Newsletters from Merchant House

On our website on our “Stay in Touch” page is for customers signing up to receive our Monthly Email newsletters and must give explicit consent to do so. The information collected is sent to a 3rd party website and added to our subscribers list. This website is called Campaign Monitor who have their own privacy policy which abides by the current Data Protection Act which can be found by following this link-
https://www.campaignmonitor.com/policies/#privacy-policy
Please note that access to this website is limited by secured access only by account users.
What information we collect and why; We collect your email address on a legitimate interest basis, by you providing us with your email address and giving us consent to use in order for you to receive our latest news and offers

How long we store this information for;
If you have signed up too receive these newsletters you will be on the mailing list indefinitely or until you decide you no longer want to receive them, at this point you simply select ‘UNSUBSRIBE’ on one of our email address and all your email address will be added to a suppressions list which is stored on campaign monitor’s website and retained indefinitely to ensure your email address is not used again by Merchant House.

 

 

Google Analytics
When you visit our website your analytic data will be stored with Google Analytics, this doesn’t hold any person data like name, address or phone number but does use cookies from your computer or mobile device to track the general traffic on our website.
Google Analytics have their own privacy policy that complies with General Data Protection Regulations which can be found by following the link below;
https://www.google.com/policies/privacy/

What information we collect; General number of visits to website, What pages were visited, Geographic information, where the site was accessed, Average time spent on website, From what other website, if any, you found our website. This data is held for 26 months on Merchant House secure log in on Google Analytics website which after this time is automatically deleted.
Who processes the data- You
Who has access- Merchant House Owner & Marketing Department has access to this as well as Niddocks our outsourced Google Analytic Assessor, his privacy policy can be found at https://niddocks.com/privacy-and-cookies/
Your privacy rights
We do not sell or lease any personal information to any 3rd parties.
You can request any details of your personal information which we hold about you under the General Data Protection Regulation 2017.If you would like a copy of the information we hold please write to us or email us on the address below.
If you believe any of the information we hold for you is incorrect or incomplete please email or write to us on the address below as soon as possible and we will promptly correct any information that’s found to be incorrect.