Our contact details

Name: The Chalet Symonds Yat East

Address: The Chalet, Symonds Yat East, Herefordshire HR9 6JF

Phone Number: 07900685616; 07854499188

E-mail: enquiries@thechaletsymondsyat.co.uk


The type of personal information we collect

We currently collect and process the following information:

  • Personal identifiers, contacts and characteristics (for example, name and contact details)
  • When you book a stay with us, we will request that you make a bank transfer to our account.  Your bank account number and sort code will not be collected unless we need to make a refund to you.
  • We use Anytime booking software to manage your booking. They collect and store information that you give to them when you make a booking. This is stored in the Anytime system in order to process your booking. If you make a payment to us using the Anytime booking system we may use SagePay merchant services to process your payment and your data will be governed by their privacy policy.

Cookies (a small amount of date placed in the browser of your computer) are used to help you make a smooth booking. Session cookies will only exist until you close your browser while persistent cookies will not be automatically deleted and will be used in Google Analytics to analyse visitor traffic and behaviour. By using our website and our booking system you are consenting to the use of cookies.

How we get the personal information and why we have it

Most of the personal information we process is provided to us directly by you for one of the following reasons:

  • To enquire about staying at the Chalet
  • To book a stay with us
  • We also receive personal information indirectly, from the following sources in the following scenarios:
  • Mailchimp manage our mailing list and email sign ups and send emails on our behalf
  • Sagepay to advise us of payments into and out of merchant account.
  • Anytime booking software to book your stay with us and enquire about availability

We use the information that you have given us in order to contact you regarding your booking enquiry, regarding your stay with us, with information about our special offers and events.

We may share this information with Mailchimp for the purposes of administering our mailing list.

Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:

(a) Your consent. You are able to remove your consent at any time. You can do this by contacting enquiries@thechaletsymondsyat.co.uk

(b) We have a contractual obligation.

How we store your personal information

When you email us, your information is securely stored in our password protected email account to which only authorised personnel have access. SagePay, Mailchimp and Anytime booking software may store your data and this storage will be governed by their data policies as advertised by them.  In addition, we may store copies of correspondence we have sent to you for the purpose of your enquiry or booking on our password protected computers at our business addresses.

We keep emails regarding your enquiry for 12 months. We will then dispose your information by deleting your emails. We will keep your email address purely for contacting you with our offers and events information via Mailchimp which you can opt out of at any time by following the unsubscribe link in our emails.

We will keep details of your direct booking with us in accordance with current contract law and good accounting practice. After this time, we will delete/destroy your correspondence depending on whether you have emailed us or contacted us in writing.

Your data protection rights

Under data protection law, you have rights including:

Your right of access – You have the right to ask us for copies of your personal information.

Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.

Your right to object to processing – You have the the right to object to the processing of your personal information in certain circumstances.

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, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us at enquiries@thechaletsymondsyat.co.uk. 07900685616 or 07854499188  or by post to The Chalet Symonds Yat East c/o Charlton, Goodrich, Ross on Wye HR9 6JF if you wish to make a request.

How to complain

If you have any concerns about our use of your personal information, you can make a complaint to us at enquiries@thechaletsymondsyat.co.uk. 07900685616 or 07854499188  or by post to The Chalet Symonds Yat East c/o Charlton, Goodrich, Ross on Wye HR9 6JF

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:           

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Helpline number: 0303 123 1113

ICO website: https://www.ico.org.uk