By using Suma Farm Cat Hotel facilities, our websites (including our mobile site), our social media pages, our dedicated telephone reservations line and any other Suma Farm Cat Hotel service, you are acknowledging that we are processing your personal information and, where necessary consenting to such practices, as outlined in this statement.
Personal information which we collect
We collect personal information about you (and others if their personal information is provided by you) when you:
(a) make or manage a booking either personally or as a guest of another guest;
(b) register or alter details on Suma Farm Cat Hotel accounts;
(c) post material to our website and / or social media page;
(d) complete customer feedback or surveys as part of your stay at Suma Farm Cat Hotel;
(e) register at the reception in Suma Farm Cat Hotel;
(f) raise a complaint or dispute with us or are involved in a legally recordable incident at our premises (e.g. in relation to health and safety reporting);
(g) speak to one of our team;
(h) participate in competitions or promotions;
(i) and / or use our website and customer applications in any other way.
The personal information collected in the above manner may include the following about you (and others if their personal information is provided by you):
(a) full name;
(b) postal address;
(c) email address;
(d) telephone number;
Personal information provided by third parties
We may receive information about you from other sources (such as the Mail Preference Service), which we will add to the information we already hold about you in order to help us provide our products and services in accordance with your requirements and to ensure that the quality of data we have on your account(s) is maintained properly. We may also obtain information about you from social media providers such as Twitter and Facebook or from third party websites where you have left commentary or feedback about us (for example on TripAdvisor).
How we use your information
We will collect personal information:
1) in order to take the necessary steps in preparation of, or to fulfill our obligations under, a booking contract:
a) Bookings and payments – provide communications about bookings, products and services being provided to you (and others if their personal information is provided by you);
b) Bookings and account updates – send details of new, amended or cancelled bookings or account details and changes – usually via email;
d) Website service communication – provide notifications of any changes to our website or to our services that may affect you (and others if their personal information is provided by you);
e) Customer service communication – provide you with requested information or correspondence, such as a response from us to an enquiry made by you;
f) To provide assistance in completing bookings – send reminder emails to continue with a booking which has not been completed;
g) Maintain your account – create a profile about you in relation to your booking, to update our records, create and maintain your account.
2) with your consent:
a) Promotional offers – inform you about promotional offers and other products or services that may be of interest;
b) Maintain records indicating your consent to status – to ensure we accurately reflect your wishes when communicating to you;.
3) in our legitimate interest* improve our services:
a) Market research – to contact you (and others if their personal information is provided by you) to ask about the experience using Suma Farm Cat Hotel and services as part of a continual programme of customer service improvement. This is not marketing communication and is separate to communications above. We may use third parties for example TripAdvisor to provide such market research communications to you on our behalf;
b) Website customisation – to customise our website and its content to your particular preferences in accordance with the Cookies and Tracking section below;
c) Customer support – monitor calls and help train staff in relation to our customer support function;
d) Product and service improvement – to improve our product and services;
e) Service analysis – to conduct research, statistical analysis and behavioral analysis. This may include providing aggregate statistical information relating to customers, sales and related site information to reputable third parties.
4) in our legitimate interest* to protect against fraud:
a) Website improvement and fraud prevention – improve our websites, prevent or detect fraud or abuses of our websites and enable third parties to carry out technical, logistical or other functions on our behalf;
b) Security – carry out security checks when allowing you access to our services and to block fraudulent or suspected fraudulent activity.
5) in order to meet our legal obligations:
a) Taxation – ensure we meet our tax and other regulatory obligations;
b) Registration – ensure local jurisdiction regulations are complied with (where registration is necessary in such jurisdictions).
* any reliance on legitimate interest shall not prejudice your interest or fundamental rights and freedoms.
We do not send promotional material to you.
How long we will keep your personal information
We retain your information for a range of purposes which determine the period of time for which we need to keep such information. For example (list is not exclusive):
Data Retention Period
For the purposes of bookings - 3 years from the point of last contact with you, this may include use of our websites, stays in our hotels or responses to communications with you.
For compliance with legal obligations arising from contracts entered into with you, for example tax regulations - For compliance with legal obligations arising from contracts entered into with you, for example tax regulations
We will remove your data from our systems at the end of the applicable data retention periods, unless we are required by current or future law to retain your personal information for a longer period.
Our approach to information security
To protect your information, Suma Farm Cat Hotel has policies and procedures in place to make sure that only authorised personnel can access the information, that information is handled and stored in a secure and sensible manner and all systems that can access the information have proportionate and reasonable security measures in place. To achieve this, employees, contractors, sub-contractors and third party suppliers have contracts, with defined roles and responsibilities.
While we take commercially reasonable measures to ensure the safety and security of your data, due to the inherent risks with the Internet, we are unable to warranty the absolute security of your data when using our services.
In order to process any of the requests listed below, we may need to verify your identity for your security. In such cases your response will be necessary for you to exercise this right.
The right to access information we hold about you
At any point you can contact us to request details concerning the information we hold about you, why we have that information, who has access to the information and where we got the information. In most cases you may be entitled to copies of the information we hold concerning you. Once we have received your request we will respond within 30 days.
The right to correct and update the information we hold about you
If the data we hold about you is out of date, incomplete or incorrect, you can inform us and we will ensure that it is updated.
The right to have your information erased
If you feel that we should no longer be using your data or that we are illegally using your data, you can request that we erase the data we hold. When we receive your request, we will confirm whether the data has been deleted or tell you the reason why it cannot be deleted.
The right to object to processing of your data
You have the right to request that Suma Farm Cat Hotel stops processing your data. Upon receiving the request, we will contact you to tell you if we are able to comply or if we have legitimate grounds to continue. If data is no longer processed, we may continue to hold your data to comply with your other rights.
The right to ask us to stop contacting you with direct marketing
We do not send any direct marketing.
Please note it is not possible to ‘opt-out’ of receiving communication from us which relates to your bookings or customer satisfaction surveys sent as part of the booking (which are not considered marketing for these purposes). This ensures that we can always contact you as a result of circumstances that may affect your stay with us and in order for us to improve our services going forward.
The right to data portability
You have the right to request that we transfer your data to another controller. Once we have received your request, we will comply where it is feasible to do so.
The right to complain
You can make a complaint to us by contacting us via firstname.lastname@example.org or to the data protection supervisory authority – in the UK, this is the Information Commissioner’s Office, at https://ico.org.uk/.
Sharing your information
The information and data we collect is important for Suma Farm Cat Hotel and we understand that you care about the use and storage of your personal information we value your trust in allowing us to do this. We would not want to share this with anyone else unless we have your express consent, we will never disclose, rent, trade or sell your personal information to any third parties for their marketing purposes.
We may also provide aggregate statistics about our customers, sales and related site information to reputable third parties in order to better understand our services, website and overall customer satisfaction which may include personally identifying information.
If you have any queries about this policy, need further information or wish to lodge a complaint you can use the details below to contact us.
Data Protection Officer
Suma Farm Cat Hotel
We may change this policy from time to time. You should check this policy occasionally to ensure that you are aware of the most recent version that will apply each time you access the website.
We wouldn’t leave our cats, Claudia Jean and Jasper, anywhere else! They have been going to Suma for four years and we know they are well taken care of and kept...
Owner of CJ and Jasper - Wallington
Our cats Nala and Oreo have been coming here a few years now (3-4 times a year). I wouldn’t send anywhere else. The staff are friendly the premises are spotless...
Owner of Nala and Oreo - New Haw