THE FOX AND HOUNDS COUNTRY HOTEL

Privacy Policy

Privacy Policy

Introduction and Purpose

Your privacy is important to us. It is the policy of The Fox and Hounds Country Hotel to respect your privacy and comply with any applicable law and regulation regarding any personal information we may collect about you through our website, through our booking process and information passed to us by third parties who provide bookings and similar services.

You may contact us at any time if you have questions or concerns about how we collect, store or protect your information.

The Privacy Officer
The Fox and Hounds Country Hotel
Eggesford, CHULMLEIGH EX18 7JZ
Telephone: 01769 580345
Email: relax@foxandhoundshotel.co.uk

We take your data protection rights very seriously and will do everything we can to address your concerns, however if you are unsatisfied with the steps we have taken, you are entitled to lodge a complaint with the UK Information Commissioner’s Office. Please see the Queries or Complaints section of this policy.

Please read this Privacy Policy carefully. You are required to read and accept this Privacy Policy when using our website, creating a reservation or using our services. If you do not accept and agree with this Privacy Policy, you should discontinue your reservation and stop using our website immediately.

Information We Collect

The information we collect from you depends upon your interactions with us, including your use of our website, dining or room reservations and use of our services, or with third parties who provide information about you for the purposes of booking our services. This may include:

  • Identity information such as your title and name
  • Contact information including telephone; email; address
  • Personal information including nationality; car registration; company name; personal preferences regarding rooms, seating or services, if stated; food or relevant allergies; conditions that may affect your ability to evacuate the building in an emergency; feedback and survey responses, if given
  • Financial information such as credit or debit card details and transaction information about services purchased from us
  • Technical information including IP address; web browser and operating system information; pages visited on our website and links clicked; cookie information (please see our Cookie Policy for details)

The hotel does have CCTV in operation for the protection of guests and staff and you may be recorded while on the property.

We do not collect any special categories of information or any sensitive personal data.

How We Collect Information

The data we collect is collected through one of the following methods:

  • When you create a reservation or reservation enquiry online, by telephone or email or in person
  • When you submit or provide additional information relating to your reservation or use of our services, by email, telephone or in person
  • When you submit information through our website, such as a request to be sent marketing information or join our membership programme
  • When you use our website or booking products (also see our Cookie Policy)
  • When a third party booking partner sends information relating to your reservation either through an API (Application Programme Interface), by email or telephone. Examples of these partners include Booking.com, Expedia, Pets Pyjamas, Groupon, TravelZoo
  • When you make a payment for our products or services using one of our payment processing methods
  • You may be recorded through our CCTV system while on the premises

How We Use Your Information

We may use your information to:

  • Respond to your enquiries by telephone or email
  • Create a reservation of a room, table or other of our facilities or services
  • Communicate with you regarding your reservation and/or purchased service(s)
  • Help deliver the best possible service based on preferences and choices you have communicated to us
  • Take payment for our products or services
  • Help keep you safe by respecting information regarding allergies or conditions that may affect your ability to safely evacuate the building in the event of an emergency
  • Communicate with you after your stay or dining experience to ask you for feedback or to tell you about upcoming offers or events in which you might be interested (we will always respect your choice not to receive these communications)
  • Enforce our legal rights and comply with legal requirements
  • Help improve our products and services based on specific feedback you give us and by looking at trends in non-identifying aggregate data
  • Help with the smooth running of our services, including our website and systems

We will only ever process your information when we have a lawful basis to do so. In most cases this is in relation to our contract with you to deliver the services you have requested, such as your stay or dining; because we have a legal obligation to do so; or because we, or you, have a legitimate interest, not overridden by the need to protect the data. In rare cases, such as a medical emergency, we may need to process your data for vital interests, to help safeguard human life and more rarely still, to perform a task in the public interest or for official functions, and the task or function has a clear basis in law.

We do not sell your information to third parties. We may, at your request, share non-sensitive contact information with hotel-related providers, such as our fishing guides or florists for the purposes of fulfilling a specific request of yours, or facilitating an introduction.

Some services that we use on our website such as Google and social collect information through the use of cookies (see our Cookie Policy).

If you have any questions or concerns about the data we use, the purpose, or lawful reasons for doing so, please do not hesitate to contact us.

How We Protect Your Information

We are committed to the security of your data and take appropriate measures to ensure its security and protection against misuse. These measures are undertaken within a framework of internal policy and external certification that includes staff training, risk assessment and periodic review. Our measures are intended to:

  • Store data securely, with encryption, where appropriate and to monitor against breaches of data
  • Limit access to data to authorised users and ensure access is secure and auditable
  • Keep data only as long as necessary for the business and to meet legal obligations
  • Anonymise data required for long term analysis such as booking trends using pseudonymisation techniques to eliminate individual identification 
  • Minimise the potential for loss of data, damage or unauthorised disclosure
In the event of a suspected data breach, we shall take appropriate action and make every effort to contact you if it is deemed that the breach is  likely to result in a high risk to the rights and freedoms of individuals. 

Retention of Your Data

We only retain your personal data for as long as necessary for the purpose for which it was collected. This includes any legal, accounting and reporting purposes. We are legally required to keep financial information, including transactions, for six years, for tax purposes.

To help analyse business trends and improve our services, we may retain certain information, such as room bookings, but delete or replace identifying and contact information. This process is known as anonymising or pseudonymisation and allows us to see, for example, how many double rooms were sold in June 10 years ago, without being able to identify who made the bookings.

Your Rights

The UK GDPR provides the following rights for individuals:

  • The right to be informed about the data we collect, how we use that data, who we share it with and the lawful context for its use. This information is contained within this Privacy Policy and you can contact us if you have additional questions.
  • The right of access to the information we hold and the right to receive a copy of this information. This is known as a Subject Access Request and the process for this is described below.
  • The right to rectification of information we hold if it is inaccurate or incorrect. Please contact us by telephone or email, identifying that you would like us to correct inaccurate information and how the information shall be corrected. We shall action your request and confirm the action we have taken.
  • The right to erasure, to have your personal information erased or anonymised.  Please contact us by telephone or email, identifying the information that you would like us to erase. Where we can accommodate your request while complying with our ability to service our business contract and within the requirements of the law, we shall action your request and confirm the action we have taken.
  • The right to restrict processing of your data is an alternative to erasure, and upon request, we are happy to accommodate your wishes, subject to legal and contract requirements.
  • The right to data portability is the right to request that your personal data is provided to you in a structured, commonly used and machine readable format.
  • The right to object to us processing your data. Most commonly this applies to direct marketing, and we provide simple methods of unsubscribing, which we will always honour with immediate effect. 
  • Rights in relation to automated decision making and profiling are not relevant as we do not use such methods.

Subject Access Request (SAP)

You have the right of access to your information and to request a copy to help you understand how and why we are using your data, and that we are doing it lawfully.

You may make a request verbally or in writing but in all cases, to protect your data, we need to verify that we are only providing your data to you or an authorised third party. The fastest way for us to process your request is to receive it by email:

  • Please write to relax@foxandhoundshotel.co.uk with the subject line Subject Access Request followed by your name
  • In the body of the email, please identify the information you would like provided, whether you have a preferred format for receiving the information, and any other requirements you may have
  • Please attach two forms of identification which may be: passport, driving licence, birth certificate, recent utility bill or bank statement
  • As part of the verification process we may contact you using the contact information we have on file
We do not charge for Subject Access Requests and will always endeavour to deal with such requests promptly and efficiently.

Queries or Complaints

We respect your data and take our responsibilities regarding its collection, storage, security and usage seriously. We will respond to data related queries quickly and be fair and reasonable in all matters relating to your data.

If you have any questions, concerns or complaints, please contact us immediately and we will do everything we can to settle them quickly.

The Privacy Officer
The Fox and Hounds Country Hotel
Eggesford, CHULMLEIGH EX18 7JZ
Telephone: 01769 580345
Email: relax@foxandhoundshotel.co.uk

If you are unsatisfied with the steps we have taken, you are entitled to lodge a complaint with the UK Information Commissioner’s Office (https://ico.org.uk/make-a-complaint/).

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Changes to this Privacy Policy

We regularly review our Privacy Policy, practices and procedures. This privacy policy was last updated on 17 April 2023.