Maykenbel Properties Privacy Policy

 

Introduction

This website is managed by Maykenbel Properties Hotels Limited (“we,” “us,” or “Maykenbel Properties”), and we act as the data controller under the Data Protection Act 2018 and the EU General Data Protection Regulation 2016/679. This means we are responsible for managing and safeguarding the personal information you provide to us when using this website, in line with this privacy policy.

At Maykenbel Properties, we recognize that our customers are concerned about how their personal information is used and stored. We greatly appreciate the trust you place in us to handle this information responsibly. This privacy policy has been created to clearly demonstrate our commitment to protecting your privacy.

By utilizing Maykenbel Properties hotels, our websites (including our mobile site), our mobile app, our social media platforms, our dedicated telephone reservations line, our helpdesk services, or any other service provided by Maykenbel Properties, you acknowledge that your personal information is being processed and, where required, consent to these practices as described in this policy.

If you are using our website or recruitment portal to apply for job openings, please note that these activities are governed by a separate privacy policy. This policy details how we handle your personal information for recruitment purposes and your rights concerning that information. You can access this separate privacy policy at the bottom of the pages on our careers website.

 

Personal Information We Collect

We gather personal information about you (and others if their information is provided by you) in the following circumstances:

1. When you make or manage a booking, either for yourself or on behalf of another guest.
2. When you register or update details for “My Maykenbel Properties” and “Maykenbel Properties Business” accounts.
3. When you request a brochure.
4. When you subscribe to our newsletter and other marketing communications (as detailed in the Marketing section below).
5. When you inquire about or apply for a Corporate Account or Business Account card, which is governed by the Maykenbel Properties Business Privacy Policy.
6. When you engage with our helpdesk services (e.g., by contacting our customer service department, using the “Contact Us” form on our website, or calling our telephone helpline, which may be recorded).
7. When you post content on our website and/or social media pages.
8. When you complete customer feedback or surveys during your stay at one of our Apartments.
9. When you register at the reception or kiosks in one of our Apartments.
10. When you raise a complaint or dispute with us, or if you are involved in a legally reportable incident at our premises (e.g., related to health and safety reporting).
11. When you speak with one of our representatives, call center agents, or members of our customer service or PR team.
12. When you participate in competitions or promotions.
13. When you use our website or customer applications in any other manner.

 

The personal information collected through these activities may include the following details about you (and others if their information is provided by you):

1. Full name.
2. Postal address.
3. Email address.
4. Telephone number.
5. Payment details.
6. Geolocation data.
7. Machine identifiers (such as IP addresses).
8. Dispute resolution details.
9. Disability and health information.
10. Supplementary information (such as dietary preferences and other special requirements).
11. Image data.
12. Website behavioral data (e.g., through tags and cookies – see our separate Cookies Policy at https://www.Maykenbel Properties.co.uk/about/Maykenbel Properties-cookie-policy/).
13. Voice recordings.
14. Identification information (e.g., passports, driver’s licenses, or national identity cards).

 

Personal Information Provided by Third Parties

We may receive information about you from other sources, such as the Mail Preference Service or our authorized third-party providers. This information is added to the data we already have about you to help us deliver our products and services according to your needs and to maintain the accuracy of the data associated with your account(s). Additionally, we may obtain personal information about you from social media platforms like Twitter and Facebook, or from third-party websites where you have left feedback or comments about us, such as TripAdvisor.
 

How We Use Your Information

We collect personal information for the following purposes:

1. To Prepare for or Fulfill Our Obligations Under a Booking Contract:

1. Bookings and Payments: To communicate with you regarding bookings, products, and services provided to you (and others if their personal information is provided by you).
2. Bookings and Account Updates: To send details about new, amended, or canceled bookings or updates to your ‘My Maykenbel Properties’ account, typically via email.
3. Booking Updates: To contact you (and others if their personal information is provided by you) in case of changes affecting a booking or any personal data you have provided, such as modifications to booking terms and conditions or this privacy policy.
4. Website Service Notifications: To inform you (and others if their personal information is provided by you) of any changes to our website or services that may affect you.
5. Customer Service Communication: To provide you with requested information or correspondence, such as a Maykenbel Properties Directory or a response to an inquiry you have made.
6. Booking Assistance: To send reminder emails about incomplete bookings in your “basket” on our website or mobile app.
7. Account Maintenance: To create and manage a profile about you in relation to your booking, update our records, and maintain your ‘My Maykenbel Properties’ account.

 

2. With Your Consent:

1. Simplified Payment Process: To use saved payment cards within your ‘My Maykenbel Properties’ account, allowing you the convenient option of selecting a previously saved card for future bookings. This information is only accessed when you use a saved card to pay.
2. Marketing Communications: To create a profile about you for marketing purposes and tailor our communications to you, potentially using automated processes.
3. Promotional Offers: To inform you about promotional offers and other products or services that may interest you, in line with our marketing communications.
4. Consent Records: To maintain accurate records of your communication preferences.

 

3. In Our Legitimate Interest* to Improve Our Services:

1. Market Research: To contact you (and others if their personal information is provided by you) to gather feedback on your experience with our hotels and services as part of our ongoing customer service improvement program. This is separate from marketing communications and may involve third parties, such as TripAdvisor, conducting this research on our behalf.
2. Website Customization and Offers: To tailor our website content to your preferences and offer appropriate discounts, in accordance with our Cookies Policy.
3. Customer Support: To monitor calls and train staff in our customer support and helpdesk functions.
4. Product and Service Improvement: To enhance our products and services.
5. Service Analysis: To conduct research, statistical, and behavioral analysis, which may include customer profiling by third parties or sharing aggregate statistical information with reputable third parties. You have the right to object to such profiling (see ‘The Right to Object to Automated Decision Making / Profiling’ below).

 

4. In Our Legitimate Interest* to Protect Against Fraud:

– Website Improvement and Fraud Prevention: To enhance our websites, prevent or detect fraud, and allow third parties to perform technical, logistical, or other functions on our behalf.
– Security: To conduct security checks when granting access to our services and to block fraudulent or suspected fraudulent activity.
– Government Guidance Compliance:
– NHS Test and Trace: To collect, store, and share information to support NHS Test and Trace.

 

5. To Fulfill Our Legal Obligations:
– Taxation: To ensure compliance with tax and other regulatory obligations.
– Registration: To comply with local jurisdiction regulations where registration is required.

*Note: Any reliance on legitimate interest will not override your interests or fundamental rights and freedoms.

 

Marketing and Communications
We may periodically send you promotional material about new products, special offers, or other information that we believe may be of interest to you, based on the profile we have developed using the email addresses and phone numbers you have provided. If these promotions are related to products, services, or bookings you have previously received from us, we will assume, under our legitimate interest in promoting similar goods and services, that you are open to receiving such information unless you inform us otherwise. Please note that we do not wish to send you unwanted information, and you can opt out at any time (see ‘The Right to Ask Us to Stop Contacting You with Direct Marketing’ below for more details).

We will always seek your consent before sending you marketing emails unless your company is a member of Maykenbel Properties Business (in which case, please refer to our Maykenbel Properties Business Privacy Policy) or if you have previously received similar services, products, or bookings from us as mentioned above. We obtain your consent by asking you to positively confirm (e.g., by ticking a box or entering your contact details) that you wish to receive marketing materials. You can opt out at any time (see ‘The Right to Ask Us to Stop Contacting You with Direct Marketing’ below for more details). This ensures that you only receive information you have agreed to receive.

We may also use your information to create a profile about you, allowing us to tailor our communications and marketing to you through automated means.

Occasionally, we (or a third party acting on our behalf) may contact you for research purposes and/or to inquire about your experience using our hotels and services as part of our ongoing customer service improvement program. These communications are not considered marketing, so you may receive them even if you have opted out of marketing communications. We may reach out to you by email, phone, text, social media, and/or mail. We may also use your information to customize the website according to your preferences.

 

How Long We Will Keep Your Personal Information
We retain your information for various purposes, which determine the length of time we need to keep it. For example (this list is not exhaustive):

 

– Recorded telephone conversations: 7 days from the date of the call.
– For marketing purposes: 3 years from the date of your last interaction with us, which may include using our websites, staying in our hotels, or responding to our communications.
– For compliance with legal obligations arising from contracts with you, such as tax regulations: 7 years from the date of the last transaction.

We will remove your data from our systems at the end of the applicable retention period unless current or future laws require us to retain your personal information for a longer duration.

 

Our Approach to Information Security
Maykenbel Properties has established policies and procedures to ensure that only authorized personnel can access your information, that it is handled and stored securely, and that all systems accessing this information have appropriate security measures in place. To achieve this, our employees, contractors, sub-contractors, and third-party suppliers are bound by contracts that clearly define their roles and responsibilities.

While we take commercially reasonable steps to ensure the security of your data, the inherent risks of the internet mean we cannot guarantee absolute security when using our services.

 

Transfers of Your Information Outside the EEA
Occasionally, we may need to transfer your personal information to support partners located outside the European Economic Area (EEA) to ensure the proper functioning of our websites or in connection with third parties with whom we share your data. Any such transfer will be subject to adequate protection measures to safeguard your privacy rights and provide remedies in the unlikely event of a security breach.

 

Your Rights
To process any requests listed below, we may need to verify your identity for security reasons. In such cases, your response will be required to exercise these rights. If we are unable to fulfill your request, we will notify you as soon as possible.

 

– The Right to Access Information We Hold About You
You can contact our customer services team at any time to request details about the information we hold about you, why we have it, who has access to it, and where we obtained it. In most cases, you may be entitled to copies of the information we hold about you. We will respond to your request within 30 days.

 

– The Right to Correct and Update the Information We Hold About You
If the data we hold is outdated, incomplete, or incorrect, you can notify us, and we will update it.

 

– The Right to Have Your Information Erased
If you believe we should no longer use your data or that we are unlawfully using it, you can request that we erase it. Upon receiving your request, we will confirm whether the data has been deleted or provide an explanation if it cannot be deleted.

 

– The Right to Object to the Processing of Your Data
You have the right to request that Maykenbel Properties stop processing your data. After receiving your request, we will inform you whether we can comply or if we have legitimate grounds to continue processing it. If we stop processing the data, we may still retain it to comply with your other rights.

 

– The Right to Ask Us to Stop Contacting You with Direct Marketing
You have the right to request that we stop contacting you with direct marketing. Our promotional emails include an ‘unsubscribe’ link at the bottom, which you can use to opt out of that service. You can also unsubscribe by updating your profile preferences or via your ‘My Maykenbel Properties’ account on our website. If you wish to opt out with respect to more than one email address, a separate request must be submitted for each address.

 

Please note that you cannot opt out of receiving communications related to your bookings or customer satisfaction surveys associated with bookings (which are not considered marketing). This ensures that we can always contact you about matters that may affect your stay and continue improving our services.

 

The Right to Data Portability
You have the right to request that we transfer your data to another data controller. Upon receiving your request, we will comply where it is feasible to do so.

 

The Right to Object to Automated Decision Making/Profiling
You have the right to request that we stop automated decision-making and profiling related to our direct marketing practices. You can notify us of your request, and we will handle it accordingly. Please note that while we will update our systems without undue delay, you may still receive marketing material unless and until you opt out of marketing itself (as outlined above).

 

The Right to Complain
If you have any concerns or complaints about how we handle your data, you can contact us via email at [marketing@maykenbel.co.uk](mailto:marketing@maykenbel.co.uk) or reach out to the UK’s data protection supervisory authority, the Information Commissioner’s Office (ICO), at [https://ico.org.uk](https://ico.org.uk/).

 

Consent
When we require your consent to process your information, we will ask for a positive indication of consent (e.g., ticking a box or entering your contact details on a relevant form or webpage). By actively providing your consent, you confirm that you have been informed about the type of personal information that will be processed, the reasons for processing, how it will be used, how long it will be retained, who else will have access to it, and your rights as a data subject, and that you have read and understood this privacy policy.

 

Sharing Your Information
The information and data we collect are important to Maykenbel Properties, and we understand your concern regarding the use and storage of your personal information. We value your trust and will not share your information with anyone else unless we have a lawful basis for doing so. We will never disclose, rent, trade, or sell your personal information to third parties for their marketing purposes.

We may disclose or transfer your personal information (e.g., contact details, arrival, and departure dates) to support NHS Test and Trace in accordance with current government guidance.

We do share your data with other companies, data processors, or agents employed by us to perform necessary functions on our behalf (e.g., hosting and maintaining our website, providing data management systems, conducting market research, customer satisfaction surveys, support services, and helping us tailor our marketing to you). However, these parties are bound by similar terms to those set out in our privacy policy and are not permitted to use your information for their own purposes.

In the event that Maykenbel Properties or any part of its business is sold or integrated with another business, we may disclose your personal information to the new owners (and their professional advisers on the transaction). The new owners may use your information in the same ways outlined in this privacy policy, including continuing to provide you with the same services and marketing information.

We may also provide aggregate statistics about our customers, sales, traffic patterns, and related site information to reputable third parties to better understand our services, website, and overall customer satisfaction. This may include personally identifiable information.

 

Contact Details
If you have any questions about this policy, need further information, or wish to lodge a complaint, please contact us using the details provided in this policy.

 

Changes to This Privacy Policy
We may update this policy from time to time. You should review this policy occasionally to ensure you are aware of the most recent version, which will apply each time you access the website.