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Plas Coch Guest House customer privacy notice
This privacy notice tells you what to expect us to do with your personal information.
- Contact details
- What information we collect, use, and why
- Lawful bases and data protection rights
- Where we get personal information from
- How long we keep information
- Who we share information with
- How to complain
Contact details
Email: post@plascochsnowdonia.co.uk
What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
- Names and contact details
- Addresses
- Purchase or account history
- Payment details (including card or bank information for transfers and direct debits)
- Health information (including dietary requirements, allergies and health conditions)
- Health and safety information
- Account information
- Identification documents
- Information relating to compliments or complaints
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website. Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
- Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
- Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
- Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
- Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
- Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
- Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
- Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.
If you make a request, we must respond to you without undue delay and in any event within one month. To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide services and goods are:
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- We have a legitimate interest in retaining certain personal information beyond the completion of a booking where this is reasonable and does not override your rights. This includes keeping records of guest communications and stays to handle any follow-up queries, lost property, or disputes; maintaining a record of any damage or serious incidents to protect the property and future guests; and contacting a guest where we have a genuine operational reason to do so, such as a significant change to their upcoming booking or a safety concern relating to their stay. We do not use personal data held under this basis for marketing purposes, and we do not retain it for longer than is reasonably necessary.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Where we get personal information from
- Directly from you
- CCTV footage or other recordings
- Suppliers and service providers
How long we keep information
Bookings & Payments
| Data Type | Retention Period | Lawful Basis | Action at End of Period |
|---|---|---|---|
| Booking records (guest name, room, dates, price paid) | 6 years | Legal obligation — HMRC requires retention of business financial records for 6 years | Securely delete from booking system and any other records |
| Payment records and receipts | 6 years | Legal obligation — HMRC / tax compliance | Securely delete or shred if held in paper form |
| Deposit records and cancellation correspondence | 6 years | Contract — forms part of the contractual record of the booking | Securely delete |
Guest Contact & Communications
| Data Type | Retention Period | Lawful Basis | Action at End of Period |
|---|---|---|---|
| Guest contact details where booking completed (name, email, phone, address) | 6 years | Legal obligation / Legitimate interests — needed for potential post-stay disputes or queries | Securely delete from all systems |
| Enquiries that did not result in a booking | 12 months | Legitimate interests — reasonable window for follow-up or re-enquiry | Delete from inbox and any CRM or contact records |
| Lost property correspondence | 12 months after item returned or disposed of | Legitimate interests — to handle claims and confirm resolution | Delete correspondence |
Incidents & Disputes
| Data Type | Retention Period | Lawful Basis | Action at End of Period |
|---|---|---|---|
| Records of damage caused by guests | 6 years | Legitimate interests — standard limitation period for contract claims under the Limitation Act 1980 | Securely delete if no active claim outstanding |
| Records of serious incidents or complaints | 6 years | Legitimate interests — potential insurance or legal claims | Securely delete if no active proceedings |
| Insurance claim correspondence | 7 years | Legal obligation / Legitimate interests — insurer requirements and litigation period | Securely delete |
Sensitive & Special Category Data
| Data Type | Retention Period | Lawful Basis | Action at End of Period |
|---|---|---|---|
| Dietary requirements and food allergies | Delete after stay completed | Contract — needed solely to fulfil the booking; no ongoing purpose | Delete immediately on or after checkout date |
| Accessibility needs or medical information shared by guests | Delete after stay completed | Contract / Vital interests — used only during the stay to meet guest needs | Delete immediately on or after checkout date |
| Personal evacuation plans (if created for a guest) | Delete after stay completed | Vital interests — relevant only during the stay | Delete immediately on or after checkout date |
CCTV & Security
| Data Type | Retention Period | Lawful Basis | Action at End of Period |
|---|---|---|---|
| CCTV footage (exterior / communal areas, if applicable) | 30 days | Legitimate interests — security of property and guests; standard industry practice | Overwritten automatically by system; manual deletion if incident flagged |
| CCTV footage retained due to an incident | Until incident resolved or 6 years if claim made | Legitimate interests / Legal obligation | Securely delete once matter is concluded |
Third-Party Booking Platforms
| Data Type | Retention Period | Lawful Basis | Action at End of Period |
|---|---|---|---|
| Guest data received via booking platforms (e.g. Booking.com, Airbnb) | As per booking records above — 6 years | Contract / Legal obligation | Delete local copies; platform retains its own records under its own policy |
For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.
Who we share information with
Data processors
Online booking system providers
This data processor does the following activities for us: Manages guest reservations, stores booking details including guest names, contact information, stay dates and room allocation on our behalf.
Payment services providers
This data processor does the following activities for us: Processing of guest payment card transactions and retention of payment records on our behalf.
Cloud-based email and productivity software providers
Provides email hosting and communication services through which guest enquiries, booking correspondence and personal data are transmitted, received and stored on our behalf.
Others we share personal information with
- Insurance companies
- Professional or legal advisors
- Relevant regulatory authorities
- Organisations we’re legally obliged to share personal information with
- Emergency services
How to complain
If you have any concerns about our use of your personal information, you can make a data protection complaint to us. Email: post@plascochsnowdonia.co.uk
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline number: 0303 123 1113