Privacy and GDPR
As a UK business, we are governed by the General Data Protection Regulations, which set out the who, what, and how relating to the personal data we collect.
Information we hold
In order for us to process your booking with us, it is necessary for Chez Vivienne to hold and process certain elements of personal information; this may include the following: name; email address; postal address; telephone/mobile number; payment information; names of other guests staying with you.
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We may also be required to process additional personal information as necessary to properly manage our relationship with you and provide our services from time to time.
How we use the information
In the overwhelming majority of instances, Chez Vivienne will use the information we hold about you for the following purposes (set out below with the relevant grounds):​
Processing the booking for your stay with us and registering you as a guest.
Necessary for the performance of our contract with you.
Necessary for the legitimate interest of administering the business and ensuring that the accommodation operates effectively.
Managing our relationship with you, including but not limited to responding to queries or complaints.
Necessary for the performance of our contract with you.
Necessary for the legitimate interest of ensuring that Chez Vivienne is able to:
(i) provide guests with a good quality service; and
(ii) respond to guest queries/complaints.
Administration of and protection for the business, associated website/listings and online booking system.
Necessary for the legitimate interest of running the business and ensuring the provision of IT and Administration services, maintaining network security and fraud prevention.
Providing suggestions of/recommendations for products, services and/or promotional offers that may be of interest to you.
Necessary for the legitimate interest of business development and promotion of our products/services and underpinning business growth.
Marketing
Chez Vivienne may use your personal information to provide you with information for marketing purposes on goods, services and/or promotional offers that may be of interest to you. You may receive marketing communications from us directly if you have used our online booking system and you have not opted out of receiving that marketing. When you use our services, we may send you a questionnaire or invite you to provide a review about your experience with our website.
Please note that we will obtain your express opt-in consent before we share any of your personal information with any third party for marketing purposes. You can ask us or third parties to stop sending you marketing messages at any time by contacting us at the email address set out below.
How long will we retain your information?
Chez Vivienne will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purpose of satisfying any legal, accounting, or reporting requirements. To determine the appropriate retention period for personal information, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal information, the purposes for which we process your personal information and whether those can be achieved through other
means, and the relevant applicable legal requirements.
Third party involvement
Chez Vivienne may need to share your information with third parties who act on our behalf or provide services to us. We require all such third parties to respect the security of your personal information and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal information for their own purposes and only permit them to process your personal information for specified purposes and in accordance with our instructions.
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We may be required to to disclose your information to our data processor, Wix.com which administers and operates our online booking system. As such, Wix.com will process your information in the course of operating that system. This may also be disclosed to any sub-processors of Wix.com as necessary to achieve this purpose; these entities may store your personal information to operate this system effectively.
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In addition to our data processor, we may also require to disclose your information to the following categories of recipients: (i) other group companies; (ii) third party service providers; (iii) professional advisers, including but not limited to legal advisers; (iv) payment providers and other financial organisations; (iv) our suppliers; (v)trade and business associates; (vi) central and local government; (vii) regulatory authorities; (viii) third parties with whom we negotiate commercial agreements; (ix) insurers; and (x) third party marketing companies (where we have obtained express opt-in consent from you).
Sources of personal information
Chez Vivienne will collect personal information directly from you. We may also obtain information about you from our data processor, Wix.com and other third parties providing services in connection with the operation of our online booking system.
If your personal details change at any time, please inform us as soon as possible to ensure that all information held about you remains accurate and up to date.
International data transfers
Chez Vivienne does not transfer your personal information outside the European Economic Area. Wix.com, as data processor, notes that processing your personal information shall take place within the territory of the European Union, Israel or a third country, territory or one or more specified sectors within that third country of which the European Commission has decided that it ensures an adequate level of protection and such processing and transfer will be in accordance to the Data Processing Addendum – Users (“DPA"). Any transfer to and Processing in a third country outside the European Union that does not ensure an adequate level of protection according to the European Commission, shall be conducted under an approved transfer mechanism, as detailed in the DPA.
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Wix.com has no direct relationship with our guests, and so any privacy requests should be directed to Chez Vivienne using the form at the bottom of this page
Your rights in relation to your information
You have a number of rights in relation to your personal information which we respect and aim to uphold in everything we do. These include the following:
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You can ask us for a copy of the information we hold about you and a description of how we use that information (i.e. subject access request);
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If you believe any information we hold on you may be inaccurate or incomplete, and you are unable to correct this information yourself, you can require us to rectify these inaccuracies;
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You can require us to erase your information in certain circumstances (i.e. the right to be forgotten);
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Where we process your information using automated means on the basis of your consent or to perform the agreement, you can request that we supply such information to another party (i.e. the right to data portability);
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You can require us to restrict our use of your information or object to how it is used in certain circumstances;
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Where we process your information on the basis of our legitimate interests, you have the right to object to us processing your information in certain circumstances;
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Where we are processing your personal data for direct marketing purposes, you have the right to object to us processing your information; and
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Where you have given your consent to us to process your information for particular purposes (e.g. to share your information with third party marketing companies), you may withdraw this consent at any time, provided that this will not affect the lawfulness of any processing carried out before you exercised the right to withdraw your consent.
Contact us
If you have any questions about how we use your information or you wish to contact us about your rights or if you have any complaints about our use of your information, please contact us at: madame@chezvivienne.co.uk
We will do our best to answer any question and resolve any complaint to your satisfaction. However, if you feel that we have not resolved your complaint, please note that you have the right to complain to the Information Commissioner's Office.
Please note that this Privacy Notice may be updated by us from time to time. Any updates will be notified to you by e-mail.
Damage / Loss
General
We understand – we’re only human and accidents happen (some of them even take YouTube by storm!). If this is the case, please do let us know (either using our contact form or direct email address madame@chezvivienne.co.uk) so that appropriate steps can be taken to ensure it is quickly rectified, ready for future guests.
We do inspect our rooms both before and after guests have stayed to ensure that you find your room as you would expect and as we would wish it to be. We hope that you will enjoy your stay and that Chez Vivienne will be a home away from home for you.
Damage
That being said, deliberately or recklessly caused damage or theft by guests during their stay or any person of their party (whether or not booked in with us) may incur a charge for repair/replacement and expenses we incur in doing so. This includes fixtures and fittings, soft furnishings, plumbing, electrical and other equipment, both in the room and shared spaces.
We reserve the right to contact you on such matters and to levy a charge as necessary to repair/replace. We will make reasonable efforts to rectify any damage internally prior to contracting a specialist to make the repairs, and therefore will make reasonable efforts to keep any costs that the guest would incur to a minimum.
In the case of theft, depending on its severity, the police may become involved at the hotel’s discretion.
Fire Detection Equipment
Chez Vivienne also reserves the right to take such action as is necessary should any guest or visitor be found to have tampered or interfered with any fire detection equipment throughout the hotel, including detector heads in public areas, guest rooms, break glass points and fire extinguishers.
Guests or visitors found to have tampered with any fire detection or fire-fighting equipment will be charged with any costs incurred by the hotel due to their actions and will be evicted/banned from the hotel (and central booking services such as booking.com may be informed.
Depending on the severity of the guest actions, the police may become involved at the hotel’s discretion. Should the fact that fire-fighting or detection equipment had been tampered with come to light after the guest has departed, we reserve the right to contact you in relation to this, up to and including via a solicitor.