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Collection of personal data

The circumstances in which we collect your personal data

We have broken down the types of data we collect and process into the following circumstances:

  • Hotels: if you are a guest or a potential guest
  • Spa: if you are a Spa user or a potential Spa user
  • Spa: if you are an occasional user using our Spa facilities with a trainer or teacher
  • If you are an individual experiencing our Hotel facilities (for example for a family celebration)
  • If you make a payment directly to us
  • If you use Sarova Hotels complimentary Wi-Fi
  • If you join our Customer Loyalty Programme: Sarova Select

In each case we have indicated below the major interactions where we collect data from you.

In addition to this data, when you visit our websites, we will also collect personal data from your computer. This may include the browser you are using, your language settings, the Internet Protocol address and other data pertaining to the computer or similar device which you are using.

Hotels: if you are a guest or a potential guest

A) When you make a reservation, when you check-in and during your stay.

So we know who you are

  • Title, first name, family name
  • Postal address – (home, business or other)
  • Email address – (personal, business or other)
  • Phone number – (home, business, mobile or other)
  • Credit card details
  • Gender
  • Company affiliation (if relevant)
  • Car registration (if any)
So we can be ready to welcome you

  • Arrival date
  • Departure date
  • Occupancy details (number of adults / number of children)
  • Name of guest(s) sharing accommodation
  • Special requests / needs including:
    • about your food preferences: dietary requirements
    • about your needs and preferences: for example any allergies (such as to feather pillows)
    • about you: for example any disabilities
  • Membership personal data – Sarova Select
  • Sarova Store purchases
To meet internal reporting needs

  • Booking channel used
  • Date & time of reservation
  • Date & time of any amendments
For us both to confirm we have your requirements correct

  • Room number
  • Room rate (if paying own account)
  • Communication preference
  • Wake up call
  • Newspaper preference
In order to comply with The Immigration (Hotel Records) Order 1972

  • Nationality
  • Passport number
  • Where passport issued
  • Next destination
  • Date of birth if we are required to do so under immigration regulations
In order to protect us both

  • Telephone call details – (made on bedroom phone)
  • Food & beverage consumed / ordered on property
  • Any entries / incidents in the Duty Manager’s log
  • Any entries in the accident / incident book
  • Any interaction with reception that necessitated entering alerts or comments to the booking
  • Room entry times as per door lock
  • CCTV imagery
  • Signature

Note: If you are booking on behalf of someone else, we collect much of the above information about you and about the third party on whose behalf you are making a booking.

To meet internal reporting needs

  • Arrival time
  • Departure time
B) After Check Out

So you can have your say and let us know how you enjoyed your experience

  • Post stay correspondence – comments and associated replies
  • Feedback on various review sites and associated replies and subsequent correspondence

Spa: if you are a Spa user or a potential Spa user

A) When visiting as a hotel guest or using a day pass

So we know that you have visited

  • Completing a sign in sheet with your name and time of arrival
  • Time of departure
B) When Becoming A Member or using the Spa for the first time

So we know who you are or we can record your visit

  • Title, first name, family name
  • Postal address – (home, business or other)
  • Email address – (personal, business or other)
  • Phone number – (home, business, mobile or other)
  • Credit card details
  • Date of birth
  • Occupation
  • Gender
  • Company affiliation (if relevant)
Where children are becoming members too

  • We collect the above information about the parents of the child.  This data is then also associated with the child.  The only additional personal data concerning the child is the child’s name, date of birth, gender and a medical questionnaire in respect of the child: this is to inform us of the presence or absence of certain medical conditions which may affect the child’s ability to enjoy the Spa facilities.
C) When Making Reservations For Spa Treatments or Using the Spa

So we know that you have visited

  • Completing a sign in sheet with your name and time of arrival
  • Time of departure
To ensure your treatment is safe and appropriate for you

  • A medical questionnaire: this is to inform us of the presence or absence of certain medical conditions which may affect the child’s ability to enjoy the Spa facilities
  • Preference on massage pressure
  • The treatment you are having
In order to take your permission to keep you informed in the future

  • Permission to keep you informed about the club’s news, special offers and promotions
D) After Having A Treatment

We welcome your feedback and want to ensure you are satisfied

  • Post-treatment correspondence – comments and associated replies
  • Feedback on various review sites and associated replies and subsequent correspondence
Where children are taking a treatment

  • We collect the above information about the parents of the child.  The only extra personal data concerning the child is the child’s name, date of birth and a medical questionnaire in respect of the child: this is to inform us of the presence or absence of certain medical conditions which may affect the child’s ability to enjoy the Spa facilities

Spa: if you are an occasional user using our Spa facilities with a trainer or teacher

A) Information collected from the Trainer or Teacher

So we know who you are or we can record your visit

  • Title, first name, family name
  • Postal address – (home, business or other)
  • Email address – (personal, business or other)
  • Phone number – (home, business, mobile or other)
  • Credit card details
  • Date of birth
  • Occupation
  • Gender
So we know that you have visited

  • Completing a sign in sheet with your name and time of arrival
  • Time of departure
In order to take your permission to keep you informed in the future

  • Permission to keep you informed about the club’s news, special offers and promotions
B) Information collected from the Attendee

So we have a record of who is visiting

Events organised by third-party trainees or teachers using our Spa facilities – Parent’s and if relevant child’s name, instructor’s name and time of lesson which is signed by parents on arrival.  Normally these records are kept only temporarily for evacuation purposes.

If you are an individual using our Hotel facilities (for example for a family celebration)

A) When you make a reservation, when you check-in and during your stay.

So we know who you are

  • Title, first name, family name
  • Postal address – (home, business or other)
  • Email address – (personal, business or other)
  • Phone number – (home, business, mobile or other)
  • Credit card details
  • Gender
  • Company affiliation (if relevant)
  • Date of birth if we are required to do so under immigration regulations
  • Car registration (if any)
  • Facilities to be hired
So we can be ready to welcome you

  • Arrival date
  • Departure date
  • Name of guest(s) sharing accommodation
  • Special requests / needs including:
    • about you and your guests food preferences: dietary requirements
    • about you and your guests needs and preferences: for example any allergies
    • about you and your guests: for example any disabilities
  • Membership personal data – Sarova Select
  • Sarova Store purchases
To meet internal reporting needs

  • Booking channel used
  • Date & time of reservation
  • Date & time of any amendments
For us both to confirm we have your requirements correct

  • Facilities hired
  • Amount charged
  • Communication preference
In order to protect us both

  • Telephone call details – (made on your bedroom telephone)
  • Food & beverage consumed / ordered on property
  • Any entries / incidents in the Duty Manager’s log
  • Any entries in the accident / incident book
  • Any interaction with reception that necessitated entering alerts or comments to the booking
  • Entry times into facilities hired as per door lock
  • CCTV imagery
  • Signature

Note: If you are booking on behalf of someone else, we collect much of the above information about you and about the third party on whose behalf you are making a booking.

To meet internal reporting needs

  • Arrival time
  • Departure time
B) After Departure

So you can have your say and let us know how you enjoyed your experience

  • Post stay correspondence – comments and associated replies
  • Feedback on various review sites and associated replies and subsequent correspondence

If you make a payment directly to us

  • Where you are paying by direct debit (for example where you are a member of our Spa club), we collect the following additional details of the person paying (whether payment is a one-off payment or a direct debit arrangement): bank address, account number and sort code.  We keep this data for as long as you are a member.
  • Where you pay us by a credit or debit card, we have a secure payment portal to process the payment.  We keep credit card details for up to thirty days after departure, however, we do not store or hold the CCV number.

If you use Sarova Hotels complimentary Wi-Fi

When you connect to this service the third party will record the following personal data about your connection:

  • Email address
  • Name
  • MAC address of your device
  • History of logons
  • Basic device capabilities
  • Guest name
  • Room number

If you join our Customer Loyalty Programme (Sarova Select) or Complete a Guest Comment Card

A) Sarova Select – Customer Loyalty Programme

So we know who you are

  • Title, first name, family name
  • Email address – (personal, business or other)
  • Membership number
  • Company affiliation (if relevant)
  • Address & phone number details
To tailor your experience

  • Guest interests
  • Newsletter subscriptions
  • Communication preferences
  • Room location
  • Room type
  • Amenities
B) Guest Comment Card

We invite you to complete a Feedback Form on many occasions when you use our Hotel, whether or not you are the party paying for the experience.  If you are a casual user of our Hotel and you complete a feedback form, we only keep data concerning your name, email address, company affiliation (if relevant) and the feedback provided.  In other circumstances, we may link the feedback to the reason for your use of the Hotel facilities.

In order to match your comments to your stay

  • Hotel stayed at
  • Feedback on various review sites and associated replies and subsequent correspondence
  • Post stay correspondence – comments and associated replies

To understand how your reservation was made

  • How booking was made (direct, online, travel agent)
  • Which website was used for bookings
  • Booking channel used

Enhance our knowledge about you

  • Type of traveller (business, couple, family, friends, single)
  • Were you and if so how were you recommend to the hotel?

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