Policies

Privacy Policy

At Willow Serviced Apartments Limited (“we”, “us”), we are committed to the protection of your privacy.

This privacy policy sets out our processed for handling of personal information about the people who use our services either through our website or through the third party platforms such as Booking.com or Airbnb and Expedia, or the people who speak to us over the phone, via email or through the Facebook messenger chat plugin on our website.

This policy may go through changes and updates so please check it regularly to make sure you are aware of, and happy with the changes. By using our services, you are agreeing to be bound by this policy.

Who are we?

We are Willow Serviced Apartments Limited, Incorporated in 2018, company registration number 11622685, registered at 36 Woodville Road, Cardiff, Wales, CF24 4EB, registered in England and Wales.

All data related queries should be directed to info@willowgroup.org.uk

How do we collect information from you?

We collect information from you and about you when you use our website, Third Party platforms to make bookings or send inquiries to us, when you contact us by e-mail or telephone or other digital means of communications such as Facebook Messenger on our website or WhatsApp Messenger, about our products and services such as reservations.

What type of information is collected from, or about, you?

The personal information we collect might include your name, address, email address, IP address, information regarding what pages are accessed and when.

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.

For the purposes of identity verification of our lead guests or the person who makes the booking, we also use the Tokeet systems to acquire a copy of an official photo ID such as Driving License or Passport. This is also a requirement of Immigration (Hotel Records) Order 1972 (as amended) for all serviced and self-catering accommodation premises. In the event of damaged properties, claims and disputes, guest information listed above will also be stored on Microsoft OneDrive accounts belonging to us. For Microsoft privacy policy please refer to https://privacy.microsoft.com/en-gb/privacystatement

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 relating to short-term and long-term letting of properties owned or managed by us and sales;

•             verify the identity of the lead guest when a reservation is made with us

•             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 goods and services;

•             process a job application.

•             To follow up with you during the enquiry process

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.  As a legal requirement, we keep our files that includes your information for a minimum of 6 years after your last booking, to fulfil our statutory obligations, 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.

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 such as the cleaning company, 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, a long let tenancy 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. These service providers are contractually bound to keep your information safe and secure and are required not to use it for their own direct marketing purposes. 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. 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.

Our website:

When someone visits www.willowgroup.org.uk we use two third party services, 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 to make, 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/

Tokeet:

We use a channel managing software called Tokeet to manage all our bookings through our website and through other third party platforms such as Booking.com and Airbnb.  This is a fully enterprise grade solution for managing the live booking of our apartments and the customer data for validation and verification of guest identity.   A full copy of Tokeet GDPR policy may be obtained from https://www.tokeet.com/privacy.html

Quikbooks:

Quikbooks is the system we use to store our tenants and landlord information for accounting purposes. This contains landlord; and tenant information.  A full copy of their GDPR policy may be obtained from https://quickbooks.intuit.com/eu/privacy-policy/may-2018/

Your choices

You have a choice about whether or not you wish to receive information from us. 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: info@willowgroup.org.uk

How you can access and update your information

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: info@willowgroup.org.uk, or write to us at: 36 Woodville Road, Cardiff, Wales, CF24 4EB

Alternatively, you can telephone +44 29 2169 0033

You have the right to ask for a copy of the information Willow Serviced Apartments 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.

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 precautions in place to protect the loss, misuse or alteration of your 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. Once we receive your information, we make our best effort to ensure its security on our systems.

Transferring your information 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.

The Information Commissioner’s Office

If you wish to lodge a complaint with the supervisory authority, you can do so here:

https://ico.org.uk/concerns/