Privacy Policy of The Grand Central Hotel Collection

Welcome to The Grand Central Hotel Collection. We are committed to protecting the privacy and security of your personal information. This Privacy Policy describes how we collect, use, and share information about you through our website, during your stay at our hotels, or when you interact with our services, including luxury accommodation, fine dining restaurants, event venues & conference facilities, spa & wellness services, concierge services, and bespoke tour planning.

1. Information We Collect

We collect various types of information from and about users of our services:

• Personal Identification Information: Name, address, email address, phone number, date of birth, passport/ID details for check-in purposes, nationality, and payment card information.
• Reservation and Stay Information: Booking details, arrival and departure dates, room preferences, special requests, and consumption of goods and services (e.g., mini-bar, restaurant charges, spa treatments, tour bookings).
• Dietary and Health Information: If voluntarily provided, for health and safety reasons, or to cater to specific dietary requirements during your stay, especially for fine dining or event catering.
• Customer Service Information: Details of your interactions with our concierge, front desk, or other staff members, including comments, complaints, or questions.
• Marketing and Communication Data: Your preferences in receiving marketing from us and our third parties, and your communication preferences.
• Technical Data: 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 our website.
• Usage Data: Information about how you use our website, products, and services.

2. How We Collect Your Information

We use different methods to collect data from and about you, including:

• Direct Interactions: You may give us your identity, contact, and financial data by filling in forms or by corresponding with us by post, phone, email, or otherwise. This includes personal data you provide when you:
  • Make a reservation or booking.
  • Check-in or check-out at our hotels.
  • Use our concierge, spa, or restaurant services.
  • Enquire about or book an event or conference.
  • Request bespoke tour planning.
  • Subscribe to our newsletters or marketing communications.
  • Provide feedback.
• Automated Technologies or Interactions: As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions, and patterns. We collect this personal data by using cookies, server logs, and other similar technologies.
• Third Parties or Publicly Available Sources: We may receive personal data about you from various third parties and public sources as set out below:
  • Booking agents and online travel agencies.
  • Analytics providers.

3. How We Use Your Information

We use the information we collect for the following purposes:

• To Provide Services: To process your reservations, facilitate your check-in and check-out, provide the luxury accommodation, dining, spa, and event services you request, and manage your overall stay experience.
• To Personalise Your Experience: To understand your preferences and tailor our services, offers, and communications to enhance your stay and future interactions with us.
• For Communication: To send you reservation confirmations, pre-arrival information, post-departure surveys, and respond to your enquiries, requests, or complaints.
• For Marketing and Promotions: To send you updates, special offers, and information about our services, which we believe may be of interest to you, based on your communication preferences. You can opt out at any time.
• For Business Operations: To maintain and improve our services, for internal record keeping, data analysis, research, statistical purposes, and to ensure the security of our premises and guests.
• For Legal and Safety Reasons: To comply with legal obligations, resolve disputes, enforce our terms and conditions, and protect the rights, property, and safety of The Grand Central Hotel Collection, our guests, and others.

4. Disclosure of Your Information

We may share your personal information with the following categories of third parties:

• Service Providers: Third-party vendors and service providers who perform services on our behalf, such as payment processing, IT services, marketing and analytics, spa operators, restaurant management, tour operators, and event planners. These providers are obligated to protect your information and may only use it for the purposes for which it was provided.
• Business Partners: Where necessary for co-branded services or joint marketing activities, only with your consent or if you have opted-in.
• Legal and Regulatory Authorities: When required by law, court order, or governmental request to disclose your information, or to protect our rights, property, or safety, or the safety of others.
• Corporate Transactions: In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of that transaction.

5. Data Security

We have implemented appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors, and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

6. Data Retention

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

7. Your Legal Rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data. These include the right to:

• Request access to your personal data.
• Request correction of your personal data.
• Request erasure of your personal data.
• Object to processing of your personal data.
• Request restriction of processing your personal data.
• Request transfer of your personal data.
• Right to withdraw consent.

If you wish to exercise any of these rights, please contact us at the address provided below.

8. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated revision date. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information.

9. Contact Us

If you have any questions about this Privacy Policy or our privacy practices, please contact us:

The Grand Central Hotel Collection
14 St. James's Square
London, City of Westminster, SW1Y 4QQ
United Kingdom