Privacy Notice

1. Who we are

This Privacy Notice explains how we collect and use your personal data when you interact with our website or use our services.

Data Controller

Crownverge Residences ("we", "us", "our") is the data controller for the purposes of the UK General Data Protection Regulation ("UK GDPR") and the Data Protection Act 2018.

Contact details

• Postal address: Crownverge Residences, 387 Edgware Road, Cricklewood, London, NW2 6LH, United Kingdom
• Email: enquiries@crownverge.co.uk

If you have any questions about this Privacy Notice or how we handle your personal data, contact us using the details above.

2. The personal data we collect

We may collect and process the following categories of personal data:

2.1 Information you provide directly

• Contact details – name, email address.
• Booking details – dates of stay, number of guests, room preferences, special requests.
• Enquiry information – any information you include when you contact us by email or via website forms.
• Payment-related information – limited details such as transaction ID, payment status and method, where this is provided to us by our payment or booking providers. We do not store full card numbers on our systems.
• Marketing preferences – your choices about receiving marketing communications from us.

2.2 Information we collect automatically

When you use our website, we may automatically collect:

• Technical data – IP address, browser type and version, time zone setting, operating system and platform.
• Usage data – pages you visit, how you interact with the site, and other diagnostic data.

2.3 Information from third parties

We may receive personal data about you from:

• Online travel agencies / booking platforms (for example, where you book a stay through a third-party website).
• Payment service providers and booking engines – to confirm and reconcile payments and reservations.
• Corporate or business partners – where your stay is arranged on your behalf.

3. How we use your personal data and legal bases

We only use your personal data where we have a lawful basis to do so. The main purposes and legal bases are:

3.1 To manage bookings and provide our services

• To process and confirm reservations.
• To communicate with you before, during and after your stay.
• To manage check-in, check-out, changes and cancellations.

Legal bases: Performance of a contract with you (or taking steps at your request before entering into a contract). Our legitimate interests in operating our accommodation business.

3.2 To respond to enquiries and provide customer support

To handle queries, complaints or requests sent to us by email or via the website.

Legal bases: Performance of a contract or steps taken at your request. Our legitimate interests in responding to enquiries and managing relationships.

3.3 For marketing and promotions

To send you information about news, offers, and services that may be of interest to you (for example, by email), where permitted by law.

Legal bases: Your consent, where required. Our legitimate interests in promoting our services (where consent is not required and you have not opted out).

You can opt out of marketing communications at any time by following the unsubscribe instructions in our emails or by emailing enquiries@crownverge.co.uk.

3.4 To improve and protect our website and operations

• To monitor and analyse website performance and usage.
• To maintain the security and integrity of our systems and data.

Legal basis: Our legitimate interests in running, improving and securing our website and services.

3.5 To comply with legal and regulatory obligations

• To keep necessary records for tax, accounting and regulatory purposes.
• To cooperate with law enforcement and regulators when required.
• To manage and resolve disputes or legal claims.

Legal bases: Compliance with legal obligations. Our legitimate interests in protecting our legal rights and defending claims.

4. Cookies and similar technologies

Our website may use cookies and similar technologies to:

• Ensure the site works correctly and securely.
• Remember your preferences.
• Help us understand how visitors use the site (for example, via analytics tools).

Where required by law, we will ask for your consent before setting non-essential cookies. You can manage cookies via your browser settings and, where applicable, through our cookie banner.

If we publish a separate Cookie Policy, that policy will provide more detail on the cookies we use and how long they last.

5. Sharing your personal data

We may share your personal data with:

• Service providers who process data on our behalf, such as IT hosting providers, website and booking system providers, email service providers, and payment processors.
• Online travel agencies and booking platforms, where your booking originates from those platforms.
• Professional advisers, including lawyers, accountants and insurers, where reasonably necessary.
• Public authorities, regulators or law enforcement, where we are legally required to do so or where it is necessary to protect our rights or the rights of others.

Where third parties process your personal data on our behalf, we require them to keep it secure and to use it only in accordance with our instructions and applicable data protection laws.

We do not sell your personal data to third parties.

6. International transfers

Some of our service providers or partners may be located outside the UK. Where your personal data is transferred outside the UK to a country that does not provide an equivalent level of data protection, we will ensure that appropriate safeguards are in place, such as:

• UK-approved Standard Contractual Clauses; or
• Other safeguards recognised under the UK GDPR.

You can contact us at enquiries@crownverge.co.uk if you want more information about these safeguards.

7. Data retention – how long we keep your information

We keep your personal data only for as long as necessary for the purposes for which it was collected, including for the purposes of satisfying any legal, accounting or reporting requirements. In general:

• Booking and stay records – usually retained for up to 6 years after the end of the financial year in which your stay occurred, to comply with legal and tax obligations and to deal with any potential claims.
• Enquiries – retained for as long as necessary to respond and for a reasonable period afterwards.
• Marketing data – retained until you opt out or we otherwise determine that it is no longer necessary to keep it for this purpose.

When data is no longer required, we will delete it or anonymise it.

8. Your rights

Under data protection law, you have certain rights in relation to your personal data, subject to conditions and applicable exemptions:

• Right of access – to request a copy of the personal data we hold about you and information about how we process it.
• Right to rectification – to have inaccurate or incomplete personal data corrected.
• Right to erasure – to request that we delete your personal data in certain circumstances.
• Right to restrict processing – to request that we limit how we use your data in certain situations.
• Right to data portability – to receive certain personal data in a structured, commonly used and machine-readable format and to have that data transmitted to another controller where technically feasible.
• Right to object – to object to our processing of your personal data where we rely on legitimate interests, including profiling based on those interests, and to object at any time to the use of your data for direct marketing.
• Right to withdraw consent – where we rely on your consent to process your personal data, you can withdraw this at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.

To exercise any of these rights, contact us at enquiries@crownverge.co.uk.

9. Complaints

If you have concerns about how we handle your personal data, you should contact us first so we can try to resolve the issue.

You also have the right to lodge a complaint with the UK supervisory authority:

Information Commissioner's Office (ICO)

• Website: ico.org.uk
• Telephone: 0303 123 1113

10. Security

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse, alteration or destruction. However, no system or transmission over the internet is completely secure, and we cannot guarantee absolute security.

11. Third-party websites

Our website may contain links to third-party websites. We are not responsible for the content, security or privacy practices of those sites. You should review the privacy notices of any third-party sites you visit.

12. Changes to this Privacy Notice

We may update this Privacy Notice from time to time. Any changes will be posted on this page with an updated "last updated" date. We encourage you to review this Notice periodically to stay informed about how we use your personal data.