Privacy Policy

At St Giles Hotels Group (collectively referred to as “St Giles”, “St Giles Hotels”“we”, “us” or “our” in this statement), the  privacy and security of your information are very important to us. We have prepared this privacy statement to explain our practices in properly managing and protecting the information we collect from you. As this policy may change from time to time, we encourage you to periodically check it.

INFORMATION WE COLLECT

In conducting all aspect of our business and interaction with you, our guest, we may collect information about you in our effort to always deliver outstanding service, products, and experiences in all of our hotels.

PERSONAL INFORMATION YOU PROVIDE US

  • St Giles Hotels uses personally identifiable information that you voluntarily and knowingly provide to us when using our website, our App, when you call our hotels, when you email our hotels, and/or when you stay at our hotels. These personally identifiable information may include:
    • Your name, preferred contact details (such as email address, home/billing address, phone number), nationality, passport details including number, place of issue and date of issue, payment information such as your payment card number and other card information, as well as authentication information and other billing and account details; and your guest stay preferences.
  • Surveys – During and post your stay at our hotels, we may request demographic information or other personal information (such as name and email address) in guest experience surveys.
  • Information collected at property – As required by local laws, we may collect additional personal information during your check-in process at each of our hotels. We may use CCTV cameras at some of our hotels that may capture or record images of you in public areas, where permitted by law. We may also collect personal information when you use on-property facilities and services such as restaurants, fitness centre, concierge and special services as well as for any equipment/device rental.

INFORMATION COLLECTED VIA OUR WEBSITE AND APP

  • When you visit and interact with St Giles Hotels website and app, we may also automatically collect information that are not personally identifiable, but are technical information such as the device you use when you access our website and app, the IP address, browser you use and version, language setting, city and country from where your device access, date and time of access, operating system and platform, pages you visit and clicks made, usage time, behaviour flow. When you access the St Giles Hotels App, we may collect information screen activity and crash report.
  • To provide continuous improved user and personalised experience of our website and app, we may use cookies and other third-party technologies such as google analytics, pixel tags and web beacons, links in email to collect information about your usage of our website and app

PERSONAL INFORMATION COLLECTED FROM THIRD PARTIES

  • We may also receive personal identifiable information about you from a third-party, including when you book your stay through online travel agencies, travel planner, tour operator, wholesaler etc.

HOW WE USE YOUR INFORMATION

We use the information that we collect to provide you with the highest standard of service and hospitality, and to personalise your St Giles experience across all touchpoints. Please see the various ways as outlined below:

  • Confirm Reservation – We use personal information you provide us to complete and confirm your reservations for stay at our hotels
  • Pre-arrival Communications – Prior to your stay, we may send you emails relating to your upcoming stay experience and to respond to and handle your queries and/or service requests  
  • Post-arrival Communications – During your stay, after you have checked in, we may communicate with you regarding your stay experience, to respond to and handle your queries and/or resolve service issues that may arise during your stay
  • Post-stay Communications – Following your stay, we may use personal information you provide to us to send you post-stay communications and guest satisfaction surveys to get feedback on your St Giles experience in order to improve our products and service
  • Marketing Communications
    • Where permitted and in accordance with your consent and any communications preferences that you have expressed, we may use your indicated preferred contact detail to send you special offers, newsletters, promotions, and other marketing messages. You can unsubscribe from email marketing easily and at any time by just clicking on the “Unsubscribe” link included in any email marketing or send an email to:  stgilesnews@stgiles.com with subject line: Please Unsubscribe Me from Marketing Communications. In the body of this email, please communicate the contact information that should be removed and from which hotel’s communication. Request must be sent from the email address and the name we have on file
    • Based on technical information collected when you visit our website or use our app, individualised offers may be shown to you on our website, in our app or on third-party websites/apps (including social media sites) and the content of the site displayed to you may be personalised
    • Promotional activities and Co-sponsoring promotional activities – We sometimes have promotional activities such as sweepstakes, prize draws, competitions or contests and when you partake we may use your information to administer these promotional activities. On some occasions, we may co-sponsor with other trustworthy companies for these promotional activities and we may share your information with the co-sponsors and these co-sponsors may share your information with us
    • User-generated – With your consent, we may share your user-generated content such as videos and images on social media. We may also share your reviews of our products and service that you have shared via our guest surveys and on third-party sites such as social media, travel review sites and online travel agencies   
    • Market Research – We may invite selected guests to partake in market research. The information provided in the invitation will outline what personal data will be collected and how the data is used
  • Enhancing our service and products – We may use information we collect for purposes of aggregated trend and statistical analysis to evaluate and improve St Giles Hotels’ product and services

HOW WE SHARE YOUR INFORMATION

To help us provide you with the services and hospitality you expect, we may need to share your information with trusted partners we work very closely with to deliver these services.

  • Financial institutions and payment card providers to authorize and complete payments
  • Service Providers – we may work with third-party to help us deliver our services to you. Generally, these service providers are contractually obligated to protect your personal information and may not otherwise use or share your personal information, except as may be required by law
  • On-property Services – We may share your personal information with third-party providers of on-property services such as dining or fitness experiences
  • St Giles Hotels portfolio and group – As a global company, we may share personal information within the St Giles Hotels portfolio and our parent company to provide you with the highest standard of services across our properties.  
  • Business Transactions – We may sell or restructure our business and may transfer your information to successors. As indicated by local law, we will provide notice of our intent to transfer this information for this purpose and outlined how you can object to this transfer of your information
  • Required by Law or Requests by Government organisations  – We may disclose your personal information to comply with applicable local laws and/or requests made by government organisations

LINKS TO THIRD-PARTY WEBSITES AND SERVICES

Neither St Giles Hotels Group, nor any of its affiliates, shall have any responsibility of any nature whatsoever for other websites linked to our website or app, or any information contained thereon, none of which has been verified or endorsed by either St Giles Hotels Group or any of its affiliates. At our hotels, we may partner with third-party Wireless Internet service provider to offer you on-property WiFi services.  To access the usage terms and privacy policy of these on-property WiFi services, click the links provided on the log-in page.

St Giles website and app may contain links to third parties’ websites. These third parties websites are fully responsible for the collection, use, maintenance, sharing, or disclosure of data and information and these websites’ privacy policy, usage policy, and terms of service are applicable to these sites. We advise you to read these policies before submitting your information.   

TRACKING EMAIL MARKETING ENGAGEMENT

Our HTML marketing emails may contain a tracking pixel to let us know how recipients engage with our emails (open ratio and links clicked through). This information help us determine what content are relevant to our subscribers. This pixel is deleted when you delete the email.  

COOKIES

We use cookies and other third parties technologies (such as pixel tags, google analytics, and web beacons) to improve your experience of our website and make our website better. We also collect information about your visiting and usage patterns of the site. We use this information to process your reservations and to deliver online and mobile advertisements, and messages on our website and/or third-parties sites and apps including social media sites.

Cookies are small text files that are stored on your computer or mobile device when you visit a website. Some cookies may contain personal information, this is when you click ‘remember me’ when logging in to our booking engine, a cookie will store your log-in information as directed by you. However, most cookies don’t collect information that are personally identifiable. Some cookies measure and track how many visitors access our site, geographical location, type of devices used to access the website, and how the visitors use the website for us to deliver an efficient and speedy website. Some cookies help us deliver content and information that are relevant to the user based on location and devices.  Some cookies track response to digital and mobile advertisements and determines how often the user is served the advertisement, these cookies also track engagement with the site’s/app content and help us determine what relevant content to place on the website/app.

Here are Information on Cookies we may use on the site

  • Essential Cookies – These cookies are essential for our website to work, and enable users to use its services and features.
  • Session Cookies – These cookies are only temporarily stored per browsing session, and are deleted from your device when you close the browser. These cookies support the website’s functionality and allow us to analyse visitors’ behaviour on the site including the pages you visit, the links engage, length of time on each page, and help us determine what pages are working and what content users find relevant.
  • Targeted Advertising Cookies – These cookies allow us and our advertising partners to show you relevant advertisements, offers and messages on the site and third-party sites including social media sites and apps, or through emails or other message platforms. Some of these cookies help us prevent the same advertisement from continuously appearing to you. These cookies also help us provide you with relevant content.
  • Social Plug-In Cookies. Some pages may have social plug-In cookies that facilitate the sharing of content from our site on social media networks such as Facebook, Twitter, LinkedIn and Pinterest.
  • Analytics Cookies – These cookies store information about visitors site usage and enable us to improve the experience and look. Analytics cookies give us aggregated information that we use to monitor site performance, count page visits, spot technical errors, see how users reach the Site, and measure the effectiveness of advertising (including emails we send to you).
Cookie Name(s) More information
Google Analytics _utma, _utmb, _utmc, _utmz These cookies are used to collect information about how visitors use our site. We use the information to compile usage reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.

http://www.google.com/analytics/learn/privacy.html

Server side web analytics cookie ASP.NET_SessionId These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. These cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. This cookie is deleted when you close your browser.

http://support.microsoft.com/kb/899918

Server side web analytics cookie VisitorLocationID* These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.
Internet booking engine progression cookie jsaction This cookie is set by our internet booking engine platform to record the visitor’s progression during the booking process. This cookie is deleted when a user closes their browse
Internet booking engine multiple room cookie teasermultiroomversion This cookie is used to record that users have initiated a multiple room booking. It collects information in an anonymous form. This cookie expires when you close your browser.

Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org.

To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout.

SECURITY

We respect your right to privacy and treat any information you give to us with care.We employ appropriate security measures to protect personal information from unauthorized access, misuse, alteration and disclosure. For our website, we employ Secure Socket Layer (SSL) technology, which encrypts the personal information you input, as an additional security measure to protect the information that you transmit via our website. Unfortunately, however, no online data transmission can be guaranteed to be entirely secure.

RETAINING PERSONAL INFORMATION

We retain your personal information for the period required to fulfill your hotel reservations and the services indicated by this policy, unless a longer retention period is required or protected by applicable laws.  We will ensure to destroy your information, when it is no longer required, in a manner that is safe and secured.

ACCESSING AND UPDATING YOUR PERSONAL INFORMATION

To the extent required by applicable law, you can request an overview of the personal information we have about you. To make this request and receive this copy, please send an email based on the following instructions:

  • For requests by email to St Giles London – A St Giles Hotel and St Giles Heathrow – A St Giles Hotel, please email:  GDPRenquiries@stgiles.com .
  • For request by posts to St Giles London – A St Giles Hotel and St Giles Heathrow – A St Giles Hotel, please send to:
    • The GDPR Team , St Giles Hotel, Bedford Avenue, WC1B 3GH

To update any personal information we have about you that you believe is incorrect or out of date, please contact us with your request via the following instructions:

  • For requests by email to St Giles London – A St Giles Hotel and St Giles Heathrow – A St Giles Hotel, please email: GDPRenquiries@stgiles.com.
  • For request by posts to St Giles London – A St Giles Hotel and St Giles Heathrow – A St Giles Hotel, please send to:
    • The GDPR Team , St Giles Hotel, Bedford Avenue, WC1B 3GH

Last updated on 22 May, 2018.