Booking Terms and Conditions and Privacy Policy

/Booking Terms and Conditions and Privacy Policy
Booking Terms and Conditions and Privacy Policy 2018-05-23T19:12:27+00:00

Booking Terms and Conditions

Confirmation:

When booking on-line or by telephone we request full payment upon booking. The price includes accommodation on a bed and breakfast basis.

Cancellation and Insurance:

Once you have booked your stay, our agreement is a legal contract and the payment you have paid is non-refundable. We recommend that you take out travel insurance to cover you against any cancellation or loss.

Non-availability:

We would only cancel your booking if your accommodation was unavailable for reasons beyond our control. We would do our utmost to find you alternative accommodation, however if this was not possible, or unacceptable to you, then we would refund all monies paid by you. Our liability would not extend beyond this refund.

Arrival:

Your accommodation will be available to you from 3.00pm on the day of arrival, unless otherwise arranged. Please let us know if you will be arriving after 10.00pm.  If you order any meals or drinks during your stay, we will be happy to set up a bar tab for you but this will need to be settled at the end of each day.

Departure:

Please be ready to leave your accommodation by 10.00am on the day of departure. If required you can arrange to leave your luggage within the premises. Please ensure all outstanding bills for food & drink are paid prior to departure.

Damage and Breakages:

Please let us know if anything in your room is not working or is damaged. Although we accept normal wear and tear you are liable for any breakages or damage which you cause to the accommodation or its contents. Please report these as soon as they occur.

Smoking Policy:

Smoking is NOT permitted anywhere on the premises. Smoking within the rooms will incur a cleaning charge of £150.00.

Liability:

We do not accept any liability for any damage, loss or injury to any member of your party or any vehicles or possessions, unless proven to be caused by a negligent act by ourselves or our employees or contractors whilst acting in the course of employment.

Parking:

Alnmouth is a very busy village and parking can be a challenge, however we are able to provide free limited parking for our guests at the rear of The Red Lion Inn.  Be aware the archway entrance is extremely tight for vehicles, so please check widths first prior to entering and drive slowly.  Entering and parking to the rear is at the vehicle owners risk.

Pets:

Sorry but pets are not allowed within the rooms, only guide dogs are permitted. But be aware that all rooms are situated on the first and second floors.

Accessibility information:
Number Of Floors:2

The bedrooms are accommodated over first and second floors and are accessed via stairs.  There are no lifts within The Red Lion Inn.  However there is wheelchair access to the bar and restaurant on the ground floor.

Our Privacy Policy

1.What personal information do we collect?

We are not interested in collecting every personal detail about you. Our main reason for collecting your personal information is to provide and improve the service, products and experiences that you and our customers expect from us.

Personal information is defined slightly differently across the world. To guarantee your privacy and the protection of your information, we define it as any information that could be used to identify you or another individual.

We collect personal information about you in a number of different ways. In this section, we explain the different ways we collect personal information about you and the ways in which that information will be used. For more detail on how we use your personal information, please see the section titled “How do we use your personal information?”.

Information you share with us 

We collect personal information that you share with us when you contact us or interact with us through our website, online booking system, apps, email, telephone, in person or otherwise.

For example, you may provide information to us when you contact us, make a room booking or table reservation, complete a survey, competition or questionnaire etc.

Through these interactions you may share with us: your name, address, e-mail address, contact number and payment information. In some circumstances, we will need that information to be able to provide you with our products or services that you have asked for; for example, we need your payment information when you make a booking or reservation, and your address if we need to post out a voucher to you.

When completing a guest questionnaire, you will be asked to provide us with information about your age and preferences and what appeals to you most about staying at The Red Lion Inn, Alnmouth. All of that information is optional, which means that you can choose whether or not to provide it; you can also ask us to delete it at any time by contacting The Red Lion Inn, Alnmouth or by emailing enquiries@redlionalnmouth.com.

If you share details of other people with us (for example, if you have booked a room or made a table reservation for that other person , then you will need to check with that person that they are happy for you to share their personal information with us, and for us to use it in accordance with this privacy policy.

 Information from your online interactions 

We collect and store limited personal information and some anonymous, aggregate statistics from all visitors to our website, whether you actively provide us with that information or merely browse our website. The information we collect includes the internet protocol (IP) address of the device you are using, the browser software you use, your operating system, the date and time of access, the internet address of the website from which you link through to our website and information on how you use our website.

We use this information so that we can see how well our website is working, how it is used and what users look at most.

We may also collect and handle information about how you engage with our promotional campaigns and advertising online, outside of our own website (for example, on Google, YouTube and on social media).

That information is, predominantly, collected through use of cookies and similar technologies.

Cookies 

We may use cookies on our website and apps. “Cookies” are small text files that websites save onto your device via your web browser. They’ve been around since the mid-1990’s and are one of the most widely used technologies on the internet.

Some cookies that we may use at The Red Lion Inn, Alnmouth will collect personal information about you. Any personal information that is collected will be used in accordance with this privacy policy. By continuing to use our websites and apps, you accept that cookies will be set on your device.

For further information, including on the types of cookies that we use and how to manage cookies placed on our websites, please refer to our cookies policy. Please note that we do not currently respond to Do Not Track (DNT) signals.

Email Communications 

As a user of our products or services, we will send you support and marketing communications by e-mail. As long as you are happy for us to do so, we would also like to keep you posted on anything that’s happening at The Red Lion Inn, Alnmouth which we think you might like to know about; whether it’s our latest announcements, offers or upcoming events, we want to make sure you’re happy with the communications you receive from us. You can find out how to update or change whether you would like to hear from us, or stop us contacting you, in the section below titled ‘How can you change the way that we contact you?’

We collect information about how you engage with our e-mails; including whether they are delivered to you, whether you open them, whether you choose to learn more about what’s happening at The Red Lion Inn, Alnmouth (for example, by clicking on a link in our e-mail) and if you ask us not to contact you anymore (by clicking on the unsubscribe option included in all our e-mail correspondence).

We use that information by itself and in combination with your customer record (the information you share with us) to make sure that we stop sending you support or marketing communications when you ask us to. We also use it to make our e-mails as interesting as possible by providing you with content and experiences that we think you will be interested in based on how you have engaged with our previous e-mails; you have the right to object to our use of your information for this purpose (see the section below titled ‘Your controls and choices’).

Social Media 

We love interacting with you on social media. You may use social media to contact us about The Red Lion Inn, Alnmouth, or to let people know what you think about us. We review publically available social media and online sites to get a better understanding of what people are saying about us, and our products, technology and services and to assist consumers who prefer to contact us through social media.

The information we collect from social media and online sites, including Facebook, YouTube, Twitter, Pinterest, Line and Snapchat, sometimes includes personal information that has been put online and is publically available. We make sure any information we use is properly credited to its source or is made anonymous.

These online and social media sites typically have their own privacy policies explaining how they use and share your personal information. You should carefullyreview those privacy policies before you use these sites to make sure that you are happy with how your personal information is being collected and shared.

Information we collect at our pub, stands and events 

You may share personal information with us when you visit us in person at our pub, stands and events; such as your name, contact details and payment information (see the section above titled “Information you share with us”).

We will also collect personal information about you through our use of CCTV, filming and photography. CCTV cameras are primarily used for security purposes; We will film and take photographs at some of our events and exhibitions; we use film and photographs for our business purposes (for example, to post on our social media pages). We will display notices at the pub, stands and events where we use CCTV, or where we intend to film or take photographs, to let you know that we will collect personal information about you.

How do we use your personal information?

Our main reason for collecting and using your personal information is to provide and improve the service, products and experiences that you expect from us.

 

2.Information you share with us

We use the personal information you share with us in the following ways:

  • To respond to your queries and requests;
  • To communicate with you;
  • To provide services and support for our products and services;
  • For customer questionnaires to enable us to identify where service and product improvements can be made and to allow us to improve your experience;
  • To provide updates to you about any changes to The Red Lion Inn’s policies, terms and conditions and any other matters which we may need to tell you;
  • To send you more relevant and interesting marketing communications;
  • As long as you are happy for us to do so, to tell you about any other products and services we provide and those of carefully selected third party websites (including social media platforms), for example things to do in the area when visiting and special offers provided to us by our tourism partners.

You have the right to object to our monitoring of your personal information for the above purposes. For more information on how to exercise your right to object, see the section below titled ‘Your controls and choices’.

Information from your online interactions 

We use the personal information from your online interactions, by itself and in combination with other personal information that we collect about you to identify any part of our website or apps that aren’t working as well as they should be – so that we can fix things and make our website and apps better for you and other users;

We also want to be able to monitor your use of our website and apps, and how you engage with our promotional campaigns and advertising online, so that we can:

  • Customise and improve the way that you book with us in future (for example, by showing you products and offers that we think you might like); and
  • (as long as you are happy for us to do so) send you more relevant and interesting marketing communications.

You have the right to object to our monitoring of your use of our website and apps, and how you engage with our promotional campaigns and advertising online for these purposes. For more information on how to exercise your right to object, see the section below titled ‘Your controls and choices’.

Other potential uses of your personal information 

We use your personal information:

  • To assist in any disputes, claims or investigations relating to products and services;
  • To detect and prevent fraudulent transactions;
  • To comply with our legal obligations.; and
  • For profiling and statistical analysis. As part of this activity we combine different categories of personal information that we collect about you. For example, we combine personal information from your online interactions, information you share with us, for the profiling and statistical analysis of product popularity, of your behaviour when you use our website or apps or of how you use our product or services. You have the right to object to the processing of personal information in this way. For more information on how to exercise your right to object, see the section below titled ‘Your controls and choices’.

What is our justification for handling your personal information in this way? 

Data protection and privacy laws in some countries require us to have what’s called a “legal basis” or “lawful ground” for handling personal information. Broadly, that means that we have to have a legal justification for handling your personal information. For the most part, we need to handle your personal information to be able to:

  • provide you with the products or services that you have asked for; and
  • for our products, website and apps to be able to work properly and to do all the things that you expect them to.

Sometimes, our use of your personal information is not strictly necessary for us to be able to provide you with our products and services, or for them to work properly. In those circumstances, we have what’s called a “legitimate interest” in handling your personal information; our “legitimate interest” may be to:

  • detect and prevent fraud;
  • keep our website, apps, products and IT systems secure;
  • ensure that our own processes, procedures and systems are as efficient as possible;
  • analyse and enhance the information that we collect;
  • determine the effectiveness of our promotional campaigns and advertising; and
  • customise and improve the way that you book and engage with us in future.

There will be certain personal information that you share with us which we specify as being optional (for example, when you complete a guest questionnaire). We will explain how we use that information and if you choose to provide it to us, you are agreeing to our use of your information in that way. You can ask us to delete that information at any time by contacting The Red Lion Inn, Alnmouth on+44 (0)1665 830584  or by e-mailing enquiries@redlionalnmouth.com.

Finally, in some, relatively limited circumstances we will need to handle your personal information in a certain way to be able to comply with our legal obligations; for example, if we are requested to disclose your personal information to regulatory bodies or law enforcement authorities.

Ultimately, the reason we handle your personal information in the way we do is so that we can directly or indirectly, improve our products, services and your overall experience of The Red Lion Inn, Alnmouth as a business. Whatever our justification for handling your personal information (whether it is necessary for us to provide you with a certain product, or it is in our “legitimate interests”), we make sure that we take steps to honour our commitment to protect your privacy.

3.The Red Lion Inn, Alnmouth contact promise

We love to keep you posted, whether it’s on our latest announcements, special offers, things to do in the area or upcoming events.

We do this in various ways, including e-mail, post, SMS, via social media platforms and by phone, but only if you are happy for us to do so. Ultimately, we want to make sure you’re happy with the communications you receive from us.

We therefore promise to:

  • Never pass or sell your personal information to anyone outside the Red Lion Inn, Alnmouth for them to use for their own marketing purposes; and
  • Give you the option to stop receiving support or marketing communications at any time.

4.How can you change the way that we contact you about our products, services and support?

You can change the way that we contact you in the following ways:

Start Contacting Me 

You can ask us to start contacting you (sometimes called an “opt-in”) by:

  • Contacting The Red Lion Inn, Alnmouth on +44 (0)1665 830584 or emailing enquiries@redlionalnmouth.comstating that you would like to receive communications from us, or
  • Logging onto our website and clicking the ‘sign-up for the newsletter’ button.

Changing your preferences 

If you would like to change or update the way that we contact you, you can update your preferences by:

  • Contacting The Red Lion Inn, Alnmouth on +44 (0)1665 830584 or emailing enquiries@redlionalnmouth.comstating that you would like to change or update the way we contact you.

Opt-Out/Stop Contacting Me 

If you want to stop receiving marketing or support communications from us (sometimes called “opting out”), you can do so at any time by:

  • Contacting The Red Lion Inn Alnmouth on +44 (0)1665 830584 or emailing enquiries@redlionalnmouth.comstating that you no longer wish to receive such communications;
  • Using the unsubscribe option included in all our e-mail marketing correspondence.

5.What personal information does The Red Lion Inn, Alnmouth share with third parties?

Most importantly, we never sell your personal information to anyone and only share it as outlined in this privacy policy or when you ask us to.

Third party service providers 

We share your personal information with certain third party service providers, for example our online booking service provider. They only have access to the personal information they need to perform those services. They are required to keep your personal information confidential and may not use it other than as we ask them to and always in accordance with this privacy policy. Those third party service providers fall into the following categories:

  • Those helping us to deliver products to you;
  • Third parties that help us with mailing services, product services, financial services, audit services, administrative services, IT technologies (e.g. data storage), security services and insurance claims; and
  • Third parties that help us to provide services and responses to you.

Third parties that help us with our advertising and marketing 

We want to make sure that our advertising and marketing is relevant and interesting to you and our other customers. That means that we work with third parties to help us to understand how well our online advertising works. They may do this by setting cookies on our website (more information on this can be found in our cookies policy).

We will also share limited personal information with:

  • social media platforms (such as Facebook), who serve our advertising on their platforms and
  • third party data providers and analytics companies, who perform data matching and/or data analysis on our behalf.

Other third parties 

We share certain personal information with third parties who help us to detect and prevent fraudulent transactions. The information we share with those third parties includes some of the information that you share with us (such as, your contact details and information about the transaction), and some of the information from your online interactions (such as the IP address of your device). That information is used to determine whether a transaction could be fraudulent.

We will also share your personal information if we are required to do so by law, including in response to a legal process, such as a court order or subpoena, or to comply with other national, state, provincial or local laws.

If you would like more information on how we share your personal information, please email our enquiries@redlionalnmouth.com.

6.Links to third party websites

We provide links to other websites which are not operated and controlled by The Red Lion Inn, Alnmouth, for example events which are happening in the area or products which we supply. We have no control over and are not responsible for the content of those sites or how the third parties responsible for them collect and use your personal information. We do not endorse or make any representations about third party websites.

Third party websites usually have their own privacy policies explaining how they use and share your personal information. You should carefully review those privacy policies before you use these websites to make sure that you are happy with how your personal information is being collected and shared.

7.How long do we keep your personal information?

We only keep your personal information for as long as we need to, to be able to use it for the reasons given in this privacy policy, and for as long as we are required to keep it by law. The actual period for which we store your personal information will vary depending on the type of personal information and how it is used.

8.Your controls and choices

Where possible, we give you control over the personal information we collect about you, to ensure it is accurate and reflects your preferences. You have the right to access, update and amend personal information that we hold about you.

If you would like to change the way that we contact you, see the section above titled ‘How can you change the way that we contact you about our products, services and support?’

In certain circumstances, you can also:

  • Object to our use of your personal information for certain purposes;
  • Ask us to limit or restrict our use of your personal information;
  • Ask us to correct, remove or delete personal information about you; or
  • Ask us to provide your personal information to a third party provider of services.

Please note that those rights do not always apply and there are certain exceptions to them. We will also need to confirm identity before acting on certain requests.

If you would like to exercise any of your rights in relation to your personal information, please email enquiries@redlionalnmouth.com.

9.How do we protect your personal information?

We are committed to protecting your personal information. We use appropriate technical and organisational measures, including encryption, to protect your personal information and privacy, and review those regularly. We protect your personal information using a combination of physical and IT security controls, including access controls that restrict and manage the way in which your personal information and data is processed, managed and handled. We also ensure that our staff are adequately trained in protecting your personal information. Our procedures mean that we may occasionally request proof of identity before we share your personal information with you.

In the unlikely event that we do suffer a security breach which compromises our protection of your personal information and we need to let you know about it, we will do so.

10.Data transfers, storage and the global handling of your personal information

The Red Lion Inn, Alnmouth will collect personal information from you and store it in the UK. We, and those third parties that we share your personal information with, then host, store and otherwise handle that information in the UK, in the countries within the European Economic Area (EEA) or in any country outside of the EEA.

We will make sure that any transfers of your personal information from one country to another comply with those data protection and privacy laws which apply to us. European data protection laws, in particular, include specific rules ontransferring personal information outside the EEA.

When transferring personal information outside the EEA, we will:

  • include standard data protection clauses approved by the European Commission for transferring personal information outside the EEA into our contracts with those third parties (these are the clauses approved under Article 46.2 of the General Data Protection Regulation (GDPR)); or
  • ensure that the country in which your personal information will be handled has been deemed “adequate” by the European Commission under Article 45 of the GDPR.

In any case, our transfer, storage and handling of your personal information will continue to be governed by this privacy policy. If you would like further information about the global handling of your personal information, please contact enquiries@redlionalnmouth.com.

11.Children

The Red Lion Inn, Alnmouth’s website, apps and products are not directed at children. We do not knowingly collect any personal information from children.

If you are a child, please do not attempt to become a registered user of our website, apps or products or otherwise provide us with any personal information. If we learn that we have inadvertently obtained personal information from a child, we will delete that information as soon as possible.

If you are aware of a child who has provided their personal information to us, please contact us on +44 (0)1665 830584 or enquiries@redlionalmouth.com.

12. Changes to this privacy policy

We will review and update this privacy policy at least once a year and will note the date it was last updated below.

If we change our privacy policy, we will post the details of the changes on our website. If we have your e-mail address, we may also e-mail you with the changes. If we need to, we will also ask you to confirm that you are happy with those changes.

This privacy policy was last reviewed and updated in May 2018.