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Your privacy on the internet is important to us and we want to make your online experience with us as secure and safe as possible.

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Privacy Policy

Who are we?

Scotts Castle Holidays is a family run holiday letting agency operating throughout the UK. Our registered office is located at Trewardale Estate Office, Blisland, Bodmin, Cornwall PL30 4HS.

We are responsible for the collection and management of personal data you submit to us and of that which is collected automatically. We ensure that all information is stored securely and that we comply with data protection regulation and directives.

How do we collect information?

Information you give us voluntarily

Visitors can enter data and information relating to themselves and their party on forms throughout our site, including forms for booking a cottage holiday, requesting a brochure, and also for homeowner packs. We also collect information via postal booking forms and customer feedback forms. Alternatively guests may provide the same details to our team when making enquiries, requests, and bookings over the phone, by email, via “live chat”, and by post.

Information we collect may include your name, address, email address and telephone number. When making a booking, we will request party details including the names and ages of everyone within your party. We also collect data about how you heard about us.

We keep records of all data and information you provide to us (excluding payment details) and retain records of all correspondence, including but not limited to, correspondence via website forms, live chat, emails, phone calls and post.

Visitors may also opt to be kept up to date with the latest holiday ideas, competitions and special offers via email using the sign up forms located on our websites and social media pages. Customers are also asked if they would like to opt in during the booking process.

From time to time we may also run competitions in conjunction with third parties. Entrants can choose to sign up to receive specified marketing material when entering these competitions.

When making a payment, your card information will not be stored by us. Payments are processed by the third party payment processor Sage Pay Europe Limited. They have achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI DSS) and adhere to the most stringent levels of fraud screening, ensuring that card details remain secure throughout the transaction process. When we receive payment details via post or email, we destroy this information after the payment is processed.

If you enquire about letting or decide to let your property with us, we will collect and store personal information which may include your name, address, telephone numbers, email address, bank account details, holiday let details and compliance documentation. We will also keep records of our correspondence with you.

Information we collect automatically

We collect information about your interactions with our websites and email communications. This information may include your IP address, operating system, browser ID, your browsing activity, and information about your interactions with our websites or other websites.

Information about your browsing activities includes, but is not limited to, how you entered the website and which pages were accessed, when and for how long.

We employ a variety of technologies on our website and email newsletters to collect, store and analyse information automatically, including cookies, tags and pixels. See our cookies and tracking policy for more information.

Information from other sources

Online Travel Agents

We work with selected Online Travel Agents (OTAs) and Foreign Agents. You can enquire about, and/or book our properties with these third parties. Please refer to the agent’s privacy policy before making an enquiry or booking.

Newsletter sign up forms powered by third parties

You may sign up to receive marketing material from Scotts Castle Holidays sign up forms available via third party platforms.

"Live Chat"

We operate a live chat feature on our website powered by LiveHelpNow. Users are requested to enter their name and email address in order to engage in a chat with a customer service advisor in real time. LiveHelpNow records and stores the transcripts of chat sessions.

You can read LiveHelpNow’s privacy policy here.

Competitions

From time to time we team up with third parties for the purpose of providing competitions. Entrants will be given the opportunity to opt in to receive marketing information from Scotts Castle Holidays. When the competition is hosted by a third party, they will provide us with the details of all entrants who opted to receive marketing information from us and the details of the competition winner. We work to ensure that the third parties comply with the General Data Protection Regulations (GDPR) and have data sharing agreements in place.

When we host competitions on our website, we may offer you the opportunity to receive products or services from named third parties. If you opt to receive this information, we will share your contact information with these third parties.

How is your information used?

  • To ensure that our website is compatible with the devices our users are using to access it.
  • To monitor, review and make improvements to the design, performance, functionality and user friendliness of our website and electronic communications.
  • To provide you with the information you require.
  • To complete your booking (if you book a holiday cottage with us)
  • To meet our contractual obligations (if you book a holiday cottages or let your property with us)
  • To present you with relevant online advertising such as google display adverts.
  • To request feedback and contact you for market research purposes.
  • To send you information, materials and communications that you have requested or consented to.
  • For managing competition promotions.
  • To update you about changes to our privacy policy

Who has access to your information?

We do not sell or rent personal data to third parties. Nor do we share your data with third parties for marketing purposes.

Property owners

When you make a booking, you enter a contractual agreement with the property owner as outlined in our "Booking Terms and Conditions". The owner will be provided with the guests booking reference number, the name of the lead party member, home town, telephone number, arrival and departure dates, party make up (number of adults, children, infants and pets) and the ages of any minors in the party.

Housekeepers and Keyholders

In order for the property to be prepared for your arrival and so that you can make arrangements to collect the keys of the property, housekeepers and/or keyholder will be provided with the property name, the guests booking reference number, the name of the lead party member, home town, telephone number, arrival and departure dates and the makeup of the party (number of adults, children, infants and pets).

Third party providers

We may pass your details to a third party service provider who perform tasks and offer services on our behalf. We have a data sharing/processing agreement in place with all third party service providers which ensures that your data is kept secure and is not utilised for their own marketing purposes.

tabs

We use the market leading holiday cottage booking software “tabs” to store customer and supplier information and to manage and monitor booking.

You can read tabs’ licensing agreement here

Sage Pay Europe Limited

Sage Pay Europe Limited is a third party payment processor. They have achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI DSS) and adhere to the most stringent levels of fraud screening, ensuring that card details remain secure throughout the transaction process.

View Sage Pay policy documentation

Feefo

Independent trusted review site Feefo collect genuine ratings and reviews on our behalf. We upload customers name, email, date of booking and booking reference to Scotts Castle Holidays’ Feefo account. Feefo then contacts customers on our behalf to request a review of our booking service. Feefo does not publish a customer's name or contact details alongside their review.

Read Feefo’s Privacy Policy here

Google Analytics

We use Google Analytics to monitor, report and review how visitors interact with our website. This allows us to see what works well and identify areas of improvement. We are unable to identify individuals using this data. You can opt out by utilising the Google Analytics Opt-out Browser Add-on.

Click the link to find out more about Google Analytics’ use of cookies

Google Adwords

We use Google Adwords to present users with adverts when they visit third party websites and in their google search results. Google Adwords uses cookies to show users only relevant adverts based on their browsing and search activity. Cookies are also used to monitor advert success in the form of views, clicks, transactions, etc. Users can opt out of Google’s use of cookies by visiting Google’s Ads Settings. Users can also opt out of third party vendor’s use of cookies by visiting the Network Advertising Initiative opt out page.

You can read Googles Privacy & Terms here

Bing

Scotts Castle Holidays uses Bing Ads to promote the company and our properties within the Bing search engine. To make sure that our ads are relevant to the people who see them, we use cookies to record the browsing activity and booking completions of the visitors to our website. All data is collected in an anonymous form.

Click the link to access the Bing Ads Privacy Policy

Facebook (and Instagram)

We use Facebook Ad Manager to place relevant content on users Facebook and Instagram (a Facebook owned company) feeds and Facebook’s Audience Network based on their browsing history and purchase activity on our websites. To do this we use cookies and Facebook pixels to generate customer audiences and monitor the effectiveness of the advert.

From time to time we may also upload a list of customer email addresses to our Facebook Ad account. Facebook matches these addresses to those associated with Facebook and Instagram accounts and sends adverts to the users feed. This allows us to target adverts customers based on their previous bookings. Users targeted remain anonymous and are not identified individually.

Facebook reports on return on investment, engagement, and cost-per-click results. It does so using cookies and other tracking technologies. This allows us to identify effective adverts as well as those that do not work as well as we hoped

Find out more about Facebook’s User Data & Privacy policies

How we will contact you in the future and how to opt out

In addition to contacting you to meet our contractual obligations and to provide you with the information and services you have requested, we would like to contact you about information or services we believe will be of interest to you. We are also keen to receive feedback.  We may contact you by post, telephone, email or SMS unless you have told us not to contact you via a particular method.

Marketing calls

We contact any customer by phone who states on their ‘Customer Feedback Questionnaire’ that they wish to book (the same or different property) for the next calendar year. We may also contact customers who have booked previously but have not booked for the current year to offer holiday planning assistance. Where a property is removed from our portfolio, we will contact repeat visitors to that property to inform them of the fact and offer alternative properties that may meet their requirements.

Please inform us by email at marketing@scottscastles.com, call us on 01208 821341, or write to us if you wish to opt out of marketing calls. Alternatively, you may choose to register with the Telephone Preference Service, the official central opt out register for all marketing and sales calls.

Marketing mail

From time to time, we may send you marketing material by post based on your previous booking activity.

Please inform us by email at marketing@scottscastles.com, call us on 01208 821341, or write to us if you wish to if you wish to opt out of receiving marketing material by post.

Email marketing

We produce an e-newsletter to keep customers up to date with the latest holiday ideas, competitions and special offers. We will only send our e-newsletters to those who have consented to receive them.

We will not contact you with email marketing communications unless you have given us permission to do so by opting in. You can opt out at any time using the following methods:

  • Click the unsubscribe link located in the footer of all email marketing communications. You will be unsubscribed with immediate effect.
  • Email marketing@scottscastles.com or call us on 01208 821341 and we will process your request as soon as possible and no longer than 28 days.
Suppression lists

When users opt out of receiving email marketing communications their details will be moved to a suppression list. The list acts as a record of those who have requested not to be contacted and ensures that users who have opted out do not receive further email marketing communications without their permission.

Remarketing

We serve relevant adverts, via advert networks, to our website visitors based on their browsing activities which is tracked using cookies. For information on preventing the action of cookies, please see our cookies and tracking policy below.

Note that opting out of remarketing by disabling cookies and other tracking technologies will not stop adverts being served. You will still see adverts, but the adverts served to you will be less targeted and not as relevant to you as they will not be based on your internet browsing activity.

How long will we hold your information for?

We only store information for as long as we require for relevant purposes, or, to meet our legal obligations. Information which is no longer relevant or required will be disposed of securely.

Those aged under 16

Those under the age of 16 should seek permission from a parent or guardian before providing us with personal information. We will never knowingly request and process personal data provided by minors.

Transferring your information outside the European Economic Area (EEA)

The data you provide to us may be transferred to countries outside the European Economic Area (EEA). For example, we may use a server or use service providers that are located outside the EEA. When transferring data outside the EU, we will work to ensure that your data is stored securely and your rights and freedoms are maintained.

Lawfulness of data processing conditions

Email marketing

We require the consent of the user to process their personal data for email marketing purposes. We record when and how we obtained this consent and exactly what it covers.

Marketing calls

We contact customers by phone on the basis of legitimate interest. That is, we will only contact you with information about similar products and services to that you have received from us in the past.

Remarketing

The legal basis for our remarking activities is legitimate interest. We serve adverts we believe will be relevant to you based on your browsing activity and interactions with our website.

Cookies and tracking technologies

Consent to cookies and tracking technologies is implied when users engage with the SCH website without disabling cookies within their browser. To find out more about cookies, click here.

Your rights

You have the following rights under the General Data Protection Regulations:

The right to be informed: you have the right to know what personal data we collect and how it is being processed. Our privacy policy describes what data we collect and how we use it.

The right to access: you have the right to request a copy of the information we hold about you. You can access your booking details at any time by logging into your current booking profile. Alternatively, please email us sales@scottscastles.com or write to us. We reserve the right to charge an administration fee to cover our costs.

The right to rectification: it is important that the data we hold about you is complete and accurate. You may request that any incomplete or incorrect data is rectified. To update any other information please email us sales@scottscastles.com or write to us.

The right to be forgotten: you may request that we delete all data we hold on you.

The right to restrict processing: you may request the restriction or the suppression of your personal data in certain circumstances. This means that you can limit how we use your data. When data is suppressed, we continue to store the data, but do not use it. For example, when someone unsubscribes from our mailing list, we move their email address to a suppression list. This ensures that the data cannot be re-added to the mailing list in error at a later date.

The right to data portability: you have the right to request that your personal data is transported to another organisation.

The right to object: you have the right to object, on the grounds relating to your particular situation, to the processing your personal data based on legitimate interests, for direct marketing and for purposes of research and statistics.

The right not to be subject to automated decision-making including profiling: you have the right not to be subject to decisions made solely by automated means without any human involvement or process data to evaluate certain things about you without consent.

In some cases, these rights are subject to certain conditions and limitations. You can read more about your rights here.

Site Security:

Where we become aware that site security is compromised or non-public user information has been disclosed to unrelated third parties as a result of external activity, for example in the case of external security attacks, we shall take reasonable measures, which include internal investigation and notification to and cooperation with law enforcement authorities.

Cookies and Tracking

Cookies

Cookies are small text files that are temporarily stored by the browser on your computer or mobile device when you visit websites. Although most browsers accept cookies automatically, you can control the use of cookies within your browser's settings. Cookies will not identify you as an individual.

Types of cookies:

  • Session cookies which expire when you close your browser.
  • Permanent/persistent cookies which remember things like passwords and autofill forms.

Classification of cookies

  • Strictly necessary cookies: Essential for you to browse the website, navigate the pages efficiently and use the sites features.
  • Performance cookies: Collect information about how a visitor interacts with the website.
  • Functional cookies: These cookies remember preferences such as username to enhance your browsing experience. They are also used to provide features such as videos and commenting on our blogs.
  • Targeting and advertising cookies: Help deliver targeted and relevant adverts placed on external advertising networks by recording your browsing habits and interests. They are also used to limit the number of times you see an advert and to measure advert effectiveness in relation to SCH’s objectives.

Other tracking technologies

Tags are small fragments of computer code added to web pages which are used to track activity such as, but not limited to, scrolling, clicks, link hovers, form submissions, file downloads and how people arrive on the site.

Pixels are tiny image files stored on web pages that work in conjunction with cookies to record users visiting certain webpages. They also record data relating to the opening and clicks within an email. When a pixel is loaded by a computer or mobile device a log is made of the users IP address, browser or email client and other similar details. Although you cannot decline pixel tag technology specifically, declining cookies will prevent their activity.

Tracking technologies on our website allow us to see how our users access our website and interact with it by tracking their movement through the site. Demographic information is also collected.

This allows us to analysis trends and make improvements to enhance the users experience and serve targeted and relevant advertising.

Our third party partners may use tracking technologies which enable us to review and monitor performance so that we can provide an improved and relevant service.

Changes to our privacy policy

We review our privacy policy annually and publish any updates on this page.

The privacy policy was last reviewed and/or updated on 22 May 2018.

Cookie Policy

Cookies and Tracking

Cookies

Cookies are small text files that are temporarily stored by the browser on your computer or mobile device when you visit websites. Although most browsers accept cookies automatically, you can control the use of cookies within your browser's settings. Cookies will not identify you as an individual.

Types of cookies:

  • Session cookies which expire when you close your browser.
  • Permanent/persistent cookies which remember things like passwords and autofill forms.

Classification of cookies

  • Strictly necessary cookies: Essential for you to browse the website, navigate the pages efficiently and use the sites features.
  • Performance cookies: Collect information about how a visitor interacts with the website.
  • Functional cookies: These cookies remember preferences such as username to enhance your browsing experience. They are also used to provide features such as videos and commenting on our blogs.
  • Targeting and advertising cookies: Help deliver targeted and relevant adverts placed on external advertising networks by recording your browsing habits and interests. They are also used to limit the number of times you see an advert and to measure advert effectiveness in relation to SCH’s objectives.

Other tracking technologies

Tags are small fragments of computer code added to web pages which are used to track activity such as, but not limited to, scrolling, clicks, link hovers, form submissions, file downloads and how people arrive on the site.

Pixels are tiny image files stored on web pages that work in conjunction with cookies to record users visiting certain webpages. They also record data relating to the opening and clicks within an email. When a pixel is loaded by a computer or mobile device a log is made of the users IP address, browser or email client and other similar details. Although you cannot decline pixel tag technology specifically, declining cookies will prevent their activity.

Tracking technologies on our website allow us to see how our users access our website and interact with it by tracking their movement through the site. Demographic information is also collected.

This allows us to analysis trends and make improvements to enhance the users experience and serve targeted and relevant advertising.

Our third party partners may use tracking technologies which enable us to review and monitor performance so that we can provide an improved and relevant service.

Security

  • Site Security

    Where we become aware that site security is compromised or non-public user information has been disclosed to unrelated third parties as a result of external activity, for example in the case of external security attacks, we shall take reasonable measures, which include internal investigation and notification to and cooperation with law enforcement authorities.

  • Other Information

    Scotts Castle Holidays will at no time, unless such disclosure is required by law or a user specifically authorises such disclosure, disclose individual user personal information that is not publicly available to unrelated third parties.

    Where Scotts Castle Holidays becomes aware that an individual's personal information provided to us has been disclosed in a way not permitted by this Privacy Policy, we shall make reasonable efforts to notify the affected individual, as soon as possible and as permitted by law, of what information has been disclosed, to the extent that we know this information.

    The Scotts Castle Holidays website contains links to other websites, whether owned or controlled by Scotts Castle Holidays affiliates or unrelated third parties. Scotts Castle Holidays are not responsible for the privacy policies and practices of any linked website.

  • Your consent

    By using this site, you consent to the collection and use of this information by Scotts Castle Holidays. If we decide to change our Privacy Policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

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