Privacy Policy

BACKGROUND:

 

Oliverball Serviced Apartments Ltd understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of everyone who visits this website, www.oliverballservicedapartments.co.uk (“Our Site”) and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.

 

Please read this Privacy Policy carefully and ensure that you understand it. By visiting Our Site or booking with us you are accepting and consenting to the contents of this policy.

 

  1. Information About Us

Our Site is owned and operated by Oliverball Serviced Apartments Ltd, a limited company registered in England under company number 11605797.

Registered address: 5 Selbourne Terrace, Portsmouth, Hants, PO1 5AL, UK.

VAT number: 332976480.

Representative: Colin Ball.

Email address: info@oliverball.co.uk.

Telephone number: 02392 299353.

 

  1. What Does This Policy Cover?

This Privacy Policy applies only to your use of Our Site and our management of your reservation. Our Site may contain links to other websites. Please note that we have no control over how your data is collected, stored, or used by other websites and we advise you to check the privacy policies of any such websites before providing any data to them.

 

  1. What Is Personal Data?

Personal data is defined by the UK GDPR and the Data Protection Act 2018 (collectively, “the Data Protection Legislation”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.

Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.

 

  1. What Are My Rights?

Under the Data Protection Legislation, you have the following rights, which we will always work to uphold:

    • The right to be informed about our collection and use of your personal data. This Privacy Policy should tell you everything you need to know, but you can always contact us to find out more or to ask any questions using the details in Part 16.
    • The right to access the personal data we hold about you. Part 14 will tell you how to do this.
    • The right to have your personal data rectified if any of your personal data held by us is inaccurate or incomplete. Please contact us using the details in Part 16 to find out more.
    • The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we Please contact us using the details in Part 16 to find out more.
    • The right to restrict (i.e. prevent) the processing of your personal data.
    • The right to object to us using your personal data for a particular purpose or purposes.
    • The right to withdraw consent. This means that, if we are relying on your consent as the legal basis for using your personal data, you are free to withdraw that consent at any time.
    • The right to data portability. This means that, if you have provided personal data to us directly, we are using it with your consent or for the performance of a contract, and that data is processed using automated means, you can ask us for a copy of that personal data to re-use with another service or business in many cases.
    • Rights relating to automated decision-making and profiling. We do not use your personal data in this way.

For more information about our use of your personal data or exercising your rights as outlined above, please contact us using the details provided in Part 16.

It is important that your personal data is kept accurate and up-to-date. If any of the personal data we hold about you changes, please keep us informed as long as we have that data.

Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.

If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office. We would welcome the opportunity to resolve your concerns ourselves, however, so please contact us first, using the details in Part 16.

 

  1. What Data Do You Collect?

The types of personal information that we may collect, receive and process, includes:

    • your name, gender, personal and work contact phone number(s) and email addresses, business title, date and place of birth, image, nationality, home address, and passport and visa information;
    • guest stay information, dates of arrival and departure, goods and services utilised, special requests made, observations about your service preferences, telephone numbers dialled, and faxes, texts and telephone messages received (if applicable);
    • your credit or debit card details including billing address, and/or your bank account details;
    • the name of your company if you are placing a business booking;
    • information, feedback or content you transparently provide regarding your marketing preferences, in surveys, sweepstakes, contests, or promotional offers, or to our websites and those of third parties;
    • the names and email addresses of other guests (if over 16 years of age);
    • information about your accommodation requirements such as budget, length of stay and accommodation type;
    • such other information as we deem necessary and as set out in our terms of business from time to time and/or as required under The Immigration (Hotel Records) Order 1972.
    • Such documents as we deem necessary and as set out in our terms of business from time to time [this may include (but is not limited to) a copy of your passport and/or other identity document and a photograph of both sides of your payment card (but with part of the long PAN number obscured)] and/or as required under The Immigration (Hotel Records) Order 1972.
    • Technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
    • Information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.
    • Approximate location information and your affiliation with social media sites to verify your identity.

 

  1. How Do You Collect My Data?

We may collect and process all or some of the following data about you when you contact us, enquire with us or interact with us. We collect information about you (which can include documents) through a variety of different methods including from you directly and from third parties.

From you directly:

You may provide personal information and /or documents by:

    • Completing forms on our websites or other online platforms which ARE under our direct control or direct management
    • Completing forms on Autohost (our online guest verification platform)
    • By communicating with us by post, phone, email, sms text, whatsapp, messenger or similar
    • By supplying documents through any of these methods
From third parties:

We may receive personal information and/ or documents about you from various third parties such as (but not limited to):

    • Websites or other online platforms which are NOT under our direct control or direct management
    • com
    • Airbnb
    • Vrbo
    • Silverdoor
    • Situ
    • Anyone making the booking on your behalf (such and an employer or spouse)
    • Stripe
CCTV:

Most of the apartment buildings and houses we operate have CCTV which will record your image on entering and exiting the building.

 

  1. How Do You Use My Personal Data?

Under the Data Protection Legislation, we must always have a lawful basis for using personal data. We use information held about you in the following ways:

Information you give to us
    • We may use your name, address and credit/debit card details to process your serviced apartment booking even if this has been booked through an agent;
    • We will use your details to provide you with the information, products and services that you request from us, to manage your booking, send you notifications and communicate with you generally.
    • To provide you with information about other serviced apartments and/or services we offer that are like those that you have already purchased or enquired about;
    • To ensure that content from our site is presented in the most effective manner for you and for your computer.
    • Fraud prevention.
Information we collect about you
    • To administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
    • To improve our site to ensure that content is presented in the most effective manner for you and for your computer;
    • To allow you to participate in any interactive features of our service, when you choose to do so;
    • As part of our efforts to keep our site safe and secure;
    • To measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you;
    • To make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.
    • Fraud prevention

 

  1. What Is The Lawful Basis For Using My Personal Data?
Where we need to perform the contract between us:
    • We use the personal information to fulfil our contractual obligation to you in supplying a serviced apartment including (but not limited to) processing your payment, organising your key collection and check-in, and providing you with information on what to do on arrival and whilst a guest in the apartment.
    • We may also pass guest names (if over 16 years of age) and contact details onto other third parties such as our administration teams, housekeeping and cleaning teams, maintenance contractors, and our security and reception teams for them to assist us in fulfilling our contractual obligation to you in supplying a serviced apartment.
Where it is necessary for our legitimate interest:

We may process personal information that we hold to further our legitimate interests which may include the following activities:

    • Communications with you before you make a booking and become a guest
    • Communications with you after you make a booking and are a guest
    • Record keeping for book-keeping, accounting, banking and tax reporting
    • Occupancy and revenue reporting
    • Monitoring client spend and credit
    • Monitoring website performance
    • Monitoring customer service performance
    • Monitoring social media performance
    • Debt recovery
    • Fraud prevention
    • Processing and replying to chargeback requests
    • Processing and replying to refund requests
    • Reporting guest misconduct
    • Reporting suspected criminal activity, including but not limited to suspected activity involving fraud, drugs and child exploitation
    • Asking you to leave a review
    • Responding to a review from you
Where we need to comply with a legal obligation:

We may process personal information that we hold because we have to by law.

This will typically arise from our obligations under The Immigration (Hotel Records). This may also arise where we are requested directly (or by third parties) to supply personal information to the police and/or or other crime prevention and/or enforcement agencies/ authorities in connection with suspected criminal activity, including but not limited to suspected activity involving fraud, drugs and child exploitation. This may also arise where a local council requests information from us about the use of any of our apartments.

With your permission and agreement (consent):

By choosing to stay with us you are expressly consenting (opting in) to receiving marketing communications from Oliverball Serviced Apartments (and any sister companies) before during and after the booking completes.

This may include contacting you by email, telephone, text message or post with information, news, and offers on our products and/or services. You will not be sent any unlawful marketing or spam. We will always work to fully protect your rights and comply with our obligations under the Data Protection Legislation and the Privacy and Electronic Communications (EC Directive) Regulations 2003, and you will always have the opportunity to opt-out.

You can opt-out from to marketing at any time by emailing us at info@oliverball.co.uk. You can also withdraw consent to marketing by clicking the unsubscribe button on any marketing email you may receive from us.

We do not share personal data with any third party for marketing purposes. If however, there should be a circumstance where this is required, we will obtain your express opt-in consent before sharing your personal data with any third party for marketing purposes and you will be able to opt-out at any time.

We will only use your personal data for the purpose(s) for which it was originally collected unless we reasonably believe that another purpose is compatible with that or those original purpose(s) and need to use your personal data for that purpose. If we do use your personal data in this way and you wish us to explain how the new purpose is compatible with the original, please contact us using the details in Part 16.

If we need to use your personal data for a purpose that is unrelated to, or incompatible with, the purpose(s) for which it was originally collected, we will inform you and explain the legal basis which allows us to do so.

In some circumstances, where permitted or required by law, we may process your personal data without your knowledge or consent. This will only be done within the bounds of the Data Protection Legislation and your legal rights.

 

  1. How Long Will You Keep My Personal Data?

How long we keep your personal data depends on the context in which you provided it and the marketing preferences you have expressed. In particular:

    • We will keep any personal data we need to provide you with any of the services we provide to you for the period during which that service is provided and indefinitely thereafter;
    • We may keep your contact details on our mailing list for as long as we have your consent to send you marketing information – if you request an un-subscription we will remove your contact details from our marketing mailing list;
    • We will keep records of any transactions you enter with us indefinitely. This is so that we can respond to any complaints or disputes that arise in that period;
    • We will keep other personal data about you if it is necessary for us to do so to comply with the law.

We’ve implemented technology and security policies, rules and measures to protect the personal data we have under our control, both on and offline, from improper access, use, alteration, destruction and loss.

We will take all reasonable steps to protect your personal information, but data can never be guaranteed as 100% secure. Please note that we will not be liable for any breach of security unless we have been negligent.

  1. How and Where Do You Store or Transfer My Personal Data?

We only process information within the UK however the data is stored in cloud based services which may hold data in various locations throughout the globe. The laws in those other countries may provide a lesser degree of data protection than the laws of your own country. You agree to the transfer of your information to such other countries for the purpose of the processing as described in this Policy, including through cloud services.

The security of your personal data is essential to us, and to protect your data, we take a number of important measures, including the following:

    • limiting access to your personal data to those employees, agents, contractors, and other third parties with a legitimate need to know and ensuring that they are subject to duties of confidentiality;
    • where we use certain service providers, we may use specific contracts or codes of conduct or certification mechanisms approved by the European Commission which give personal data the same protection it has in Europe.

 

  1. Do You Share My Personal Data?

We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal data for a purpose unrelated to the purpose for which we collected the data, we will notify you and we will explain the legal ground of processing. We may have to share your personal information with the parties set out below:

    • Our administration teams
    • Our housekeeping and cleaning teams (including but not limited to The Housewife Way)
    • Our security and reception teams
    • The freeholders (and/or superior leaseholders) of any building and/or apartment which we are operating from
    • Our IT and system service providers
    • Our card payment processors (including but not limited to Worldpay and Stripe)
    • Our professional advisers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services
    • HM Revenue & Customs, regulators and other authorities based in the United Kingdom and other relevant jurisdictions who require reporting of processing activities in certain circumstances

We may share your personal information with any member of our Company, and furthermore with:

    • Advertisers and advertising networks that require the data to select and serve relevant adverts to you and others. (We do not disclose information about identifiable individuals to our advertisers).
    • Analytics and search engine providers that assist us in the improvement and optimisation of our site.

If any of your personal data is shared with a third party, as described above, we will take steps to ensure that your personal data is handled safely, securely, and in accordance with your rights, our obligations, and the third party’s obligations under the law, as described above in Part 8.

If any personal data is transferred outside of the UK, we will take suitable steps in order to ensure that your personal data is treated just as safely and securely as it would be within the UK and under the Data Protection Legislation, as explained above in Part 8.

If we sell, transfer, or merge parts of our business or assets, your personal data may be transferred to a third party. Any new owner of our business may continue to use your personal data in the same way(s) that we have used it, as specified in this Privacy Policy.

In some limited circumstances, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.

 

  1. How Can I Control My Personal Data?

In addition to your rights under the Data Protection Legislation, set out in Part 4, when you submit personal data via Our Site, you may be given options to restrict our use of your personal data. In particular, we aim to give you strong controls on our use of your data for direct marketing purposes (including the ability to opt-out of receiving emails from us which you may do by unsubscribing using the links provided in our emails.

You may also wish to sign up to one or more of the preference services operating in the UK: The Telephone Preference Service (“the TPS”), the Corporate Telephone Preference Service (“the CTPS”), and the Mailing Preference Service (“the MPS”). These may help to prevent you receiving unsolicited marketing. Please note, however, that these services will not prevent you from receiving marketing communications that you have consented to receiving.

 

  1. Can I Withhold Information?

You may access certain areas of Our Site without providing any personal data at all. However, to use all features and functions available on Our Site you may be required to submit or allow for the collection of certain data.

You may restrict our use of Cookies. For more information, see Part 15.

 

  1. How Can I Access My Personal Data?

If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request”.

All subject access requests should be made in writing and sent to the email or postal addresses shown in Part 16.

There is not normally any charge for a subject access request. If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.

We will respond to your subject access request within 28 days and, in any case, not more than one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request. You will be kept fully informed of our progress.

 

  1. How Do You Use Cookies?

Our Site may place and access certain first-party Cookies on your computer or device.

Cookies are small text files that are stored on your computer. They are designed to hold a small amount of data specific to a website or server that can be accessed either by the website or your computer.

First-party Cookies are those placed directly by us and are used only by us. We use Cookies to facilitate and improve your experience of Our Site and to provide and improve our products and/or services.

By using Our Site you may also receive certain third-party Cookies on your computer or device. Third-party Cookies are those placed by websites, services, and/or parties other than us. In addition, Our Site uses analytics services provided by Google, which also use Cookies. Website analytics refers to a set of tools used to collect and analyse usage statistics, enabling us to better understand how people use Our Site.

Before Cookies are placed on your computer or device, you will be shown a prompt, requesting your consent to set those Cookies. By giving your consent to the placing of Cookies you are enabling us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of Our Site may not function fully or as intended.

You can delete advertising cookies in your browser by using this form: https://optout.aboutads.info/.

 

  1. How Do I Contact You?

To contact us about anything to do with your personal data and data protection, including to make a subject access request, please use the following details:

Email address: privacy@oliverball.co.uk .

Telephone number: 02392 299353.

Postal Address: 5 Selbourne Terrace, Portsmouth, Hants. PO1 5AL.

 

  1. Changes to this Privacy Policy

We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.

Any changes will be immediately posted on Our Site and you will be deemed to have accepted the terms of the Privacy Policy on your first use of Our Site following the alterations. We recommend that you check this page regularly to keep up-to-date.

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