Privacy Policy


​GDPR (GENERAL DATA PROTECTION REGULATION - EU) 
The EU General Data Protection Regulation (GDPR) came into effect on 25 May, 2018 and places new obligations on organisations based in the EEA or which hold or process personally identifiable information (PII) about EU residents. 
Introduction
  • At Serenity Lodge, we are committed to protecting and respecting your privacy. Please read this policy as it contains important information about how we use personal data that we collect from you or that you provide to us. 
  • By accessing the website or providing information, you agree to our privacy practices as set out in this privacy statement. We may change this policy from time to time. You should check this policy frequently to ensure you are aware of the most recent version. 
  • If you have any questions regarding this policy or about our privacy practices, please contact us at the relevant address set out below in the ‘Contact Us’ section.
Who are we? 
When we say ‘we’ or ‘us’ or 'our' in this policy, we are generally referring to staff or persons related to the brand name Serenity Lodge.
Information we collect from you? 
  • Personal data is information that can be used to uniquely identify or contact a single person. We will collect and process information about users of our website and customers’ hotel guests, in order to provide our services. Therefore, we may process any information, including personal data, that our customers’ hotel guests provide to the hotel or to any online travel agency relating to the hotel guests’ arrangements. 
  • Personal data processed by us may include, but is not limited to: name, address, e-mail address, phone number, date of birth, records of our interactions and travel information. 
  • All Debit & Credit Card Details are stored directly and securely by Stripe Inc or Paypal.
    • We do not store or have access to your full card payment details. 'We' are fully compliant with the Payment Card Industry Data Security Standard (PCI DSS). 
    • Stripe has certified to the EU-U.S. and Swiss-U.S. Privacy Shield Framework. Their Privacy Shield Policy is available here. 
    • In addition to Privacy Shield, Stripe continues to employ additional compliance measures to ensure an adequate level of protection of personal data transferred outside the European Economic Area.If you have additional questions, reach out to their Privacy team at [email protected].

    • PayPal is deemed authorised and regulated by the Financial Conduct Authority. The nature and extent of consumer protections may differ from those for firms based in the UK. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website.
    • For full user agreement and policy information on PayPal, please refer to their Policy Page here.
  • We will hold your personal data on our systems for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with us. We review our retention periods for personal data on a regular basis. We are legally required to hold some types of information to fulfill our statutory obligations. 

How do we collect your information? 
  • We collect personal data from and about users of our website and our customers’ hotel guests through the provision of our services. Information you give us.
    • This is information about you that you give us directly through our website or by corresponding with us by phone, e-mail or otherwise. It includes information you provide when you register to use our website or services, when you report a problem with our website and when you provide us with details relating to the nature of any query or problem. 
    • Details you provide relating to your proposed travel arrangements, including relevant bookings and related information
      • Information about you
        • When you visit our website we will automatically collect:
        • Technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions and operating system and platform; 
        • Information about your visit, including the full Uniform Resource Locators (URL), clickstream to, through and from our website (including date and time), products you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs) and methods used to browse away from the page. 
      • Information we receive from other sources. 
        • This is information we receive about you if you use any of the other websites we operate or the other services we provide. 
        • We are working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers). 
        • Personal information that is provided to us by travel agencies or online travel sites using Booking Portals 

How might we use your information?
  • We use information held about you in order to administer any contracts between you and us and for the legitimate interests of our business, for example, the processing of hotel guest data in order to register the guest’s booking. 
    • Information you give to us. We will use this information: 
      • to provide you with information, products or services that you request from us; 
      • to carry out our obligations under any contracts entered into between you and us and to provide you with the information, products and services that you request from us; 
      • to ensure that content from our website is presented in the most effective manner for you and for your computer; 
      • to provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about, if you have consented to this; 
      • If you are an existing customer, we will only contact you by electronic means (e-mail or SMS) with information about goods and services similar to those which were the subject of a previous sale or negotiations of a sale to you; 
      • If you change your mind and decide that you do not want us to use your data in this way, simply get in touch using our details below in the 'Contact Us' section; 
      • We do not share, sell, lease or distribute your data to third parties
    • Information we collect about you
      • We will use this information: to administer our website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes; 
      • to improve our website to ensure that content is presented in the most effective manner for you and for your computer or other device; 
      • to allow you to participate in interactive features of our service, when you choose to do so; 
      • as part of our efforts to keep our website safe and secure; to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you; 
      • to make suggestions and recommendations to you and other users of our website about goods or services that may interest you or them. 
    • Information we receive from other sources
      • We will combine this information with information you give to us and information we collect about you. We will use this information and the combined information for the purposes set out above (depending on the types of information we receive) and to facilitate the booking and related services of guests.
    • We may aggregate your data into an anonymised form to help us provide more useful information to our customers and to understand which parts of the website are of most interest to visitors.

Who we might share your information with
  • We may from time-to-time make certain personal information available to strategic partners that work with Kent Conversions Ltd, such as the following:
    • Travel agencies and online travel sites through which you have arranged travel, but only the personal information that is needed for successful access to or processing of your travel arrangements; 
    • Service providers we use to support our business who provide services such as information processing, managing and enhancing customer data, providing customer service, assessing your interest in our products and services, and conducting customer research or satisfaction surveys; 
    • If we engage a third party to process an individual’s personal data on our behalf, that third party will be bound by our data privacy policies or have similar contractual obligations in relation to the storage and processing of your personal information. 
  • We may also disclose your personal information to third parties to: 
    • Comply with any court order or other legal obligation or when data is requested by government or law enforcement authorities; 
    • Enforce or apply our terms of use and any other agreements; 
    • Protect the rights, property, or safety of us, our employees, customers, or others. This may include exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction; 

Your rights
  • You have the right to ask us not to process, or to stop processing, your personal data for marketing purposes.We will usually inform you (before collecting your data) if we intend to use your data for such purposes. 
  •  You can exercise the right at any time by contacting us on the details set out below in the ‘Contact Us’ section. 
  • Our website may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

How you can access and update your information
  • You have the right to access the personal information that we hold about you in many circumstances. This is called a subject access request. If we agree that we are obliged to provide personal information to you (or someone else on your behalf), we will provide it to you or them free of charge except in exceptional circumstances. 
  • Before providing personal information to you or another person on your behalf, we may ask for proof of identity and sufficient information about your interactions with us so that we can locate your personal information. 
  • We strive to maintain accurate, complete, and relevant personal information for the purposes identified in this privacy statement. If any of the personal information we hold about you is inaccurate or out of date, you may ask us to correct it. 
  • You have the right to object to us processing your personal information if we are not entitled to use it any more or to have your information deleted or have its processing restricted in certain circumstances. You also have the right to port your personal data in certain circumstances. 
  • If you would like to exercise any of these rights, please contact us using the details set out below in the ‘Contact Us’ section. 
  • You also have the right to lodge a complaint with the supervisory data protection body that regulates us if you have concerns about how we use your personal information.

Security precautions in place to protect against the loss, misuse or alteration of your information
  • We have implemented reasonable measures designed to secure your personal information from accidental loss and from unauthorised access, use, alteration and disclosure.
    • These include but are not limited to:
      • All access to computer hardware is password protected, with encryption and default security firewalls in place; 
      • staff access to personal information is given on a need to know basis only. 
      • Otherwise in accordance with 'Our' Data Protection Policy
    • The safety and security of your information also depends on you. Any content, including personal information, that you contribute to be shared, published or transmitted to other users of the website, is visible to other users and can be read, collected, or used by them. We urge you to be careful about giving out information in public areas of any of the website. You understand and acknowledge that, even after removal, copies of your content, including personal information, that you contribute to be shared, published or displayed on a website, or transmitted to other users of a website, may remain viewable in cached and archived pages.
    • Although we take efforts to protect your personal information, we cannot guarantee the security of your personal information transmitted to a website. Any transmission of personal information is at your own risk.

Cookies
  • The website may use “cookies” and other technologies such as pixel tags and web beacons. 
    • These technologies help us to improve and to deliver a better and more personalized service by enabling us to:
      • Estimate our audience size and usage patterns;
      • Store information about your preferences, allowing us to better customize the services according to your individual interests;
      • Speed up your searches;
      • Recognise you when you return to the website;
      • and Deliver targeted advertising based on products or content you have shown an interest in. 
  • You may refuse to accept cookies by activating the appropriate settings on your browser. Check with your provider to find out how to disable cookies. 
    • Please note that certain features of the website may not be available if cookies are disabled. 

Contact Us
If you have any questions regarding this policy or about our privacy practices, please e-mail us at: [email protected]