Merchant House Truro (LTD)
Privacy & Fair Usage Policy
Last updated May 2018

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 2016.

What information we collect for your stay

  • Full Name & Passport (Passport for any non-UK residents over age of 16 years)
    We collect these details from you on a contractual basis and because we have a legal obligation under the Immigration & Hotels Records Order 1972. We store this information electronically on our Hotel System as well as paper records for your reservation.
    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, Telephone Number, Email Address, Full Card details (To either secure your booking or to take full payment), Unique MAC/ IP Address
    We collect these details from you on a contractual basis. We store this information electronically on our Hotel System as well as paper records for your reservation.
    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. All card details stored on our Hotel Executive UK based Secure Server System are retained for 30 days after your departure date. After 30 days your card details are automatically removed off the electronic systems. Your Unique MAC/IP Address will be stored electronically on a LAN connected computer at Merchant House for 30 days, after this time your details will be automatically deleted you processes this data by choosing to accept the Terms of Use of our Wi-Fi when signing onto the network.
    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
  • Vehicle Registration & CCTV Images
    We collect this data from you on a legitimate interest basis for the safety of our guests
    Your Vehicle Registration 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. CCTV 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- You & Reception Staff.
    Who has access to this data- Merchant House Owner/Manager & Reception Staff/ Computer IT & CCTV 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 worldwide company who have their own privacy policy which can be found by following the link below;
https://www.siteminder.com/legal/privacy/

When making a Hotel reservation on a 3rd party website (E.G booking.com/ Expedia/ Hotels.com
If you have booked via a 3rd party website called Booking.com your personal data supplied to them during your booking process is filtered therefore we only receive your name, number if supplied, card details for payment in advance and address if supplied, therefore we gather other information from you on arrival on a contractual basis
If you have booked via a 3rd party website called Expedia/ Hotels.com your personal data supplied to them during your booking process is filtered and we only receive your name and telephone number therefore we 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)

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 an consent basis.

Back up of data

All details stored electronically on the LAN computer at Merchant House is backed up twice a day onto a secure account with Dropbox.

Dropbox is a worldwide company which are based in America and have their own Privacy Policy;
https://www.dropbox.com/privacy2018

Newsletters from Merchant House

Our “Stay in Touch” page on our website is for customers signing up to receive our email newsletters and must give consent to do. 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 when you sign up online and give consent to Merchant House to use in order for you to receive our latest news and offers.
You also have the choice to give us consent to use your email address during the booking process, when booking direct over the phone, or during your check in and registration process.
Retention Period- If you have signed up too receive these newsletters on our “Stay in Touch” page on our website you will be on the mailing list indefinitely. If you have given us consent to receive our email newsletters during the booking or check in process your details we be stored electronically on our Hotel System for 3 years since your last stay, however you will only receive an email from us if you have stayed within the last 2 years. After the 3 years all of your data is automatically deleted off our Hotel System.
If you decide you no longer want to receive our email newsletters, at this point you simply select ‘UNSUBSRIBE’ on one of our emails 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.
We collect this data on a legitimate interest of activity 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, Average time spent on website, from another 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, their 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
  • You can request and access a copy of the personal information we hold under the General Data Protection Regulation 2016.
  • You can request for us to erase all of your personal information at any time.
  • You can request for restrictions to be set of how process your personal information.
  • You have the right to object to us processing your personal information
  • You have the right to withdraw your consent at any time.
  • If you believe any of the personal information we hold is incorrect or incomplete please email or write to us on the address below as soon as possible and we will promptly make any required corrections.
  • You have the right to lodge a complaint to with the Information Commissioner’s office if you have any concerns please visit their website https://ico.org.uk/

Please submit any of the above requests please do so in writing, FAO The Owner to Merchant House Hotel, 49 Falmouth Road, Truro, Cornwall TR1 2HL