Privacy Policy

Introduction The Celtic Manor Resort Limited (“the Resort”) respects your privacy and is committed to protecting your personal data. We comply with all aspects of the UK General Data Protection Regulation and the Data Protection Act 2018 (collectively referred to in this privacy notice as ‘Data Protection Legislation’). For the avoidance of doubt, this privacy notice applies to all of the Resort’s hotels and lodges that form part of The Celtic Collection (collectively referred to in this notice as “us”, “we” or “our”) including but not limited to: The Celtic Manor Resort Hotel Coldra Court Hotel Hunter Lodges Newbridge on Usk The Manor House Hotel Tŷ Hotels The Parkgate Hotel St Brides Spa Hotel Twr y Felin Hotel Roch Castle Penrhiw Priory In the course of running our business, we gather and use personal information about guests who stay with us, people who visit us and use our facilities or dine with us, members of our golf and health clubs, people who attend events that we host and people who are interested in finding out more information about us, whether in a personal or professional capacity. We have developed this privacy notice in order to be as transparent as possible about the personal information we collect and use. We ask that you read this privacy notice carefully as it contains important information about: the personal information that we collect and use; the lawful bases we rely on to collect and use it; why we collect and use personal information; where we get the personal information from; with whom we share personal information; when we transfer personal information outside the UK; how long we keep information and how we ensure it is secure; and your privacy rights. It is important that you read this privacy notice together with any other privacy notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data and what your rights are under Data Protection Legislation. This privacy notice supplements the other notices and is not intended to override them. This privacy notice does not apply to our current or former employees, or to people who apply to work for us. Data Controller The Celtic Manor Resort Limited is the controller and responsible for your personal data. We are not required to appoint a Data Protection Officer under Data Protection Legislation. However, any queries or concerns relating to personal data should instead be directed online here. Categories of Personal Information that we hold Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data). The personal information that we collect, store and use about you includes: identity data such as your name, username or similar identifier, marital status, title, date of birth and gender; contact data including your billing address, home address, employer’s address, email addresses and telephone numbers; professional information such as details of your employer and job title; family information such as details of members of your family that have enjoyed using our services with you and dates of special occasions that you have chosen to celebrate with us; financial data including bank account and payment card details; transaction data including details about payments to and from you and details of other products and services you have purchased from us; profile data such as the services you have used and enjoyed, your interests, preferences (such as your room preference), records of any complaints or requests that you make to us either during or after your stay; feedback and survey responses; vehicle information such as the vehicle’s registration number (number plate); usage data such as information about how you use our website, products and services; images or footage captured by CCTV located in and around our properties and other information obtained through electronic means such as swipe card records; technical data such as internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website; and marketing data including your preferences in receiving marketing from us and your communication preferences. Sensitive Personal Information We may also collect, store and use the following more sensitive types of personal information: information about your health including details of any accidents you may have had or health information relevant to your access needs; health and safety related information such as your dietary requirements; information about your trade union membership, religious, philosophical or political views or information about your sexuality as a result of your attendance at certain events at any part of the Celtic Collection or International Convention Centre Wales Limited (“ICC Wales”); when using our health clubs and spa facilities, we may also ask you to advise us of any medical or health conditions from which you suffer where these are relevant to the activities you plan to participate in during your stay. Sources of Personal Data We collect information about you in the following ways: Directly when you stay with us or use our services, correspond with us by post, phone, email, via social media or otherwise (including prior to your stay with us or use of our services), create an account on our website, subscribe to our newsletters, enter a competition, or complete a survey or give us some feedback. When you send requests and messages via our customer text messaging system and mobile application. Directly from cameras (CCTV) located in and around our properties and swipe / key cards. When we acquire your details via a third party such as when you attend an event within the Celtic Collection, or you book using an agency. When you register to use our Wi-Fi service, you will have an option to provide us with your details. When you use our website, we collect your personal information using “cookies” and other tracking methods. Depending on your settings or the privacy policies for social media and messaging services like Facebook, WhatsApp or Twitter, you might give us permission to access information from these services. We also generate person information about you when we record your engagement with us and we may supplement information about you with information from publicly available sources. The lawful basis for processing personal information We will only use your personal data when the law allows us to. Most commonly, we rely on the following legal bases to process your personal information: Performance of a contract This applies where we need to collect and use your personal information in order to takes steps to enter into a contract with you or to perform our obligations under a contract with you. Legal obligation This applies where we need to collect and use your personal information to comply with applicable laws and regulatory requirements. Legitimate interests We may collect and use your personal information to further our legitimate business interests. we only do this where we are satisfied that your privacy rights are protected satisfactorily. you have a right to object to any processing of your personal information based on this legal basis. Consent Generally we do not need to rely on consent as a legal basis for processing your personal data, but where we do, you have a right to withdraw consent at any time. Why do we collect and use personal information? To provide a service to you Including, but not limited to, fulfilling your reservation, communicating with you about your reservation (both before and during your stay), personalising your experience based on your preferences (when you tell us about them), and to permit access to any facilities within The Celtic Collection including, but not limited to, restaurant reservations, spa or health club, golf or other leisure activities. Lawful basis: Performance of a contract with you. To make and manage payments, including collecting payments due to us Lawful basis: Performance of a contract with you. Necessary for our legitimate interests (to recover debts due to us). To manage our relationship with you Including asking you to leave a review or take a survey and dealing with any queries or complaints you may have. Lawful basis: Performance of a contract with you. Necessary to comply with a legal obligation. Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services). To enable you to partake in a prize draw or competition, to inform you about new facilities, products or services, to offer you promotional offers or determine your eligibility for special or promotional rates Lawful basis: Performance of a contract with you. Necessary for our legitimate interests (to study how customers use our products/services, to develop and promote our services and grow our business). Consent – in limited circumstances, for example if we ask you to consent to receiving electronic marketing material. To comply with any legal obligations on us Lawful basis: Necessary to comply with a legal obligation. To keep our guests, staff and other visitors safe and to ensure the security our hotels / premises Lawful basis: Necessary for our legitimate business interests. To administer and protect our business, this website and our digital platforms Lawful basis: Necessary for our legitimate interests. Necessary to comply with a legal obligation. To deliver relevant website content and advertisements to you Lawful basis: Necessary for our legitimate interests. To use data analytics to improve our website, products/services, marketing, customer relationships and experiences Lawful basis: Necessary for our legitimate interests. To monitor your level of engagement with marketing communications Lawful basis: Necessary for our legitimate interests. To make suggestions and recommendations to you about goods or services that may be of interest to you Lawful basis: Necessary for our legitimate interests. This structure can then continue in the same format for the remaining sections: If you fail to provide personal data Marketing and Promotional Offers Registering for Wi‑Fi Cookies Change of purpose Sharing your personal data International transfers How long do we keep personal information? Security Individual Rights No fee usually required What we may need from you Time limit to respond How to Complain Changes to this Privacy Notice