Antoinette Hotel Group Privacy Policy

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This privacy policy sets out how Antoinette Hotel Group, use, maintain, disclose and protect any personal information that you give Antoinette Hotel Group.  This privacy policy applies to all products and services offered by Antoinette Hotel Group.


What information do we collect about you?


We may collect the following information about you:


Contact details including title, name, postal and email addresses, postcode, contact telephone numbers;


Business information, such as employer details and job title, particularly from our corporate customers;


Transaction information, including payment and reservation and booking details;


Purchase history, including the hotels that you have stayed in, activities on site (e.g. food purchases and  Wi-Fi use) and the date(s) of your stay;


Demographic information;


Registration information, including your room and other expressed preferences;


Customer communication preferences;


Customer feedback; and


Computer or device information (e.g. your IP address and operating system).


Where you book accommodation for other people, we may ask you to provide the above information about them (e.g. we will usually ask for the title, first name, surname and address.) You should only provide us with information about other people if you have their permission to do so.


If you choose to participate in sponsored social media activities or offerings, we may collect certain information from your social media account consistent with your settings within the social media service, such as location, check-ins, activities, interests, photos, status updates and friend list. We may also allow you to enter into contests to provide photos, such as of your stay with us, which you may share with your connections on social media for votes, shared offers or other promotions.


We may also collect information about you from third parties, including information from our payment card, booking partners and from other third-party sources that are lawfully entitled to share your data with us. We use and share this information (and may append this information to the other information we have on file for you) for the purposes described in this Policy.


Non-personal identification information about your use of our website, including details of your visits such as pages viewed, and the resources you access.   Such information includes traffic data, location data and other communication data.



How is your personal information stored?

When making a reservation, your personal information is stored in our cloud-hosted central reservations property management system as a guest profile. This information is available to our central reservations and our individual hotel properties and allows us to deliver the best possible service to you.


We may also store information securely on with trusted third parties including Collins, GiftPro Limited and Campaign Monitor if you use their services or products.


When making a reservation via a third party such as, our privacy policy will apply to any personal information shared with us.



How long do we store your personal information?

We will only keep your personal information for as long as it is necessary to fulfil our service to you, for business or legal purposes, or in accordance with applicable laws.



Employee access to your information

Your information is disclosed to our employees, agents and representatives on a ‘need to know’ basis and we confirm that all such persons understand the importance of client confidentiality and privacy and are aware of the terms of this privacy policy.



How will we use the collected information?

We are obligated to collect certain data, including your name, address, payment information and travel document information, in order to process your reservation. Failure to provide this information will result in our inability to process your reservation.


In addition to this, we may use the information for one or more of the following purposes:


To improve our website


To administer content, promotion, survey or other Site feature


To inform you of any changes to our website, services, goods and products


To understand your needs and provide you with a better service


To provide information that you request from us relating to our products and services


If you have previously purchased goods or services from us we may provide to you details of similar goods and services or other goods and services that we feel you may be interested in


In processing your order, we may send your details to, and also use information from credit reference agencies and fraud prevention agencies


We will not store any of your information outside the European Economic Area (EEA)



Disclosing Your Information

We will not disclose your personal information to another party other than in accordance with this Privacy Policy and in the circumstances detailed below:


Where we are legally required by law to disclose your personal information


To further fraud protection and reduce the risk of fraud


If we sell any or all of our business to a buyer


To produce anonymised statistics



Controlling your personal information

You have a right at any time to stop us from contacting you for marketing purposes.  If you no longer wish to be contacted, please email or write to us at the contact details at the end of this privacy policy.



Access to your information and correction

We try to be as open as we can be in terms of giving people access to their personal information. You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please write to us at the contact details at the end of this privacy policy.


We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate.  We will promptly correct any information found to be incorrect.




Our website may use “Cookies” to enhance your user experience.  Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information.


We use the information to compile reports and help us provide you with a better website.  Cookies enable us to monitor the number of visitors to the site, where visitors have come from and which pages they visited.  A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.


For further information visit: or


You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However, if you delete cookies or refuse to accept them, some of our website features may not function as a result and may prevent you from taking full advantage of the website.



Other website links

Our website may on occasion, contain links to other websites of interest. We do not endorse, approve or control the content or links that appear on these sites and are not responsible for that site’s policy towards visitor privacy.  This privacy policy only applies to this website so when you link to other websites you should review their own privacy policy before sending them any personal data.



Changes to our privacy policy

We keep our privacy policy under regular review and we will place any updates on this web page.  You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of any changes.



Complaints or queries

We try to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.


This Privacy Policy was written with brevity and clarity in mind. It does not provide exhaustive details of all aspects of our collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address below.



Responding to a data breach

In the unlikely event of a data breach, Antoinette Hotel Group will notify the Information Commissioner’s Office (ICO) without undue delay. If there is a risk to individuals affected, they too will be notified.



How to contact us

Please contact us if you have any questions about our privacy policy or information we hold about you:


Write to us:  Antoinette Hotel Group, Antoinette House, Beaufort Road, Kingston upon Thames, KT1 2TQ