Privacy Policy
This Privacy Policy explains how Eurotraveller Hotel Ltd (“we”, “our”, “us”) collects, uses, stores, and protects your personal information when you use our website, make a booking, stay at our hotels, contact us, or interact with us through any communication channel.
Eurotraveller Hotel Ltd is committed to protecting your privacy and handling your personal data transparently and securely in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable laws.
We may update this Privacy Policy from time to time by posting changes on this page. Please review this page periodically to remain informed of any updates.
Data Controller
Eurotraveller Hotel Ltd
194–202 Old Kent Road
London
SE1 5TY
Email: premier@eurotravellerhotel.com
Information We Collect
We may collect and process the following types of personal information:
Guest and booker names
Company or booking agency details
Postal address
Email address
Telephone or mobile number
Date of birth
Passport information for overseas guests where legally required
Tax or VAT information
Reservation and booking history
Payment information
Billing and invoice information
Identification documents presented at check-in
Communication history with our team
Guest preferences and special requests
Accessibility or disability-related requests voluntarily provided
Customer feedback, reviews, surveys, or complaints
CCTV footage within hotel premises where applicable
Website usage information
Device and browser information
IP address and website session information
We do not intentionally collect special category personal data unless voluntarily provided by the guest and necessary to provide accommodation services or accessibility support.
Passport information for foreign guests may be collected where required under the Immigration (Hotel Records) Order 1972.
Identification documents presented during check-in are generally checked for verification purposes only and are not routinely stored unless legally required or necessary for fraud prevention or security purposes.
If You Fail to Provide Personal Data
Where we are legally or contractually required to collect personal information and you fail to provide it, we may be unable to provide accommodation or related services. This may result in cancellation of your booking or refusal of service where appropriate.
How We Collect Personal Data
We collect personal information through:
Direct bookings through our website
Telephone bookings
In-person bookings at hotel reception
Email communications
Online check-in systems
Guest messaging platforms
Website live chat systems
Customer support enquiries
Feedback forms and surveys
Marketing subscriptions and promotional sign-ups
CCTV systems
Payment processing systems
Third-party booking platforms and travel agents
We may also receive information from third-party providers including:
Online Travel Agencies (OTAs) such as Booking.com, Expedia, Agoda, HRS, Hotelbeds, Laterooms, Trip.com, and similar providers
Guestline Ltd and Rezlynx PMS systems
Canary Technologies
Payment processors
Fraud prevention providers
Analytics and advertising providers including Google Analytics
Messaging and communication service providers
How We Use Your Personal Data
We use personal information to:
Process and manage reservations
Verify guest identity
Process payments and deposits
Send booking confirmations and updates
Provide pre-arrival, during-stay, and post-stay communications
Respond to enquiries and guest requests
Provide customer support
Manage cancellations, refunds, no-shows, and damage charges
Improve hotel services and guest experience
Maintain hotel security and prevent fraud
Comply with legal and regulatory obligations
Send marketing communications where consent has been provided
Assist guests during emergencies or incidents
Maintain internal records and operational administration
AI-Assisted Guest Communication & Automated Messaging
We use third-party technology providers, including Canary Technologies, to assist with guest communication and hotel operations.
These systems integrate with our hotel reservation systems and communication channels including:
Email
SMS
WhatsApp
Website chat
Online Travel Agency (OTA) messaging platforms such as Booking.com and Expedia
These systems may use automation and artificial intelligence (“AI”) technologies to assist with customer service and guest communication.
AI-assisted features may:
Respond automatically to common or frequently asked guest questions
Provide pre-arrival, during-stay, and post-checkout information
Send booking-related updates and reminders
Assist with online check-in processes
Route guest messages to the appropriate department or hotel staff
Generate suggested responses for review by hotel staff
AI systems are configured and trained to respond only to routine and general guest enquiries. Any communication or matter considered significant, sensitive, complex, financial, legal, security-related, complaint-related, or requiring managerial discretion is reviewed and handled by a human member of staff.
We do not use AI systems to make solely automated decisions that produce legal or similarly significant effects on guests.
As part of guest verification, security, fraud prevention, check-in, or compliance procedures, authorised hotel staff may request guests to provide identification documents or consent forms through approved systems operated by Canary Technologies.
Requests for identification documents or consent forms are initiated only following human review and authorisation by a member of hotel staff and are not automatically requested by AI systems.
Guests should not send identification documents, payment information, or sensitive personal information unless specifically requested to do so by an authorised member of the hotel team through approved communication channels.
Information processed through these systems may include:
Guest names
Contact details
Reservation information
Stay dates
Communication history
Guest requests and preferences
Booking reference numbers
Identification or verification documents where specifically requested by authorised staff
Communications may be processed securely through third-party cloud systems located within or outside the United Kingdom. Where international data transfers occur, appropriate safeguards are implemented in accordance with UK GDPR requirements.
Legal Basis for Processing
We process personal data under one or more of the following lawful bases under UK GDPR:
Performance of a contract – to provide accommodation and related hotel services
Legitimate interests – to operate, improve, secure, and manage our business and guest communications
Legal obligations – where required under applicable laws or regulations
Consent – where required for marketing communications or optional services
Payment Information
Payment card details are processed securely through PCI DSS compliant third-party payment providers and tokenised payment systems.
Eurotraveller Hotel Ltd does not directly store full payment card details on local systems.
Pre-authorisations may be applied to payment cards during your stay and may remain pending for a short period after checkout depending on your bank or card provider.
Data Storage & Security
We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, disclosure, or alteration.
Security measures include:
SSL encrypted website connections
Firewall and antivirus protections
Restricted staff access controls
Password protected systems
Secure cloud-based reservation systems
PCI DSS compliant payment processing
Staff training on data protection and confidentiality
Access to guest data is limited to authorised personnel who require access for operational purposes.
International Data Transfers
Some third-party providers used by Eurotraveller Hotel Ltd may process or store personal information outside the United Kingdom.
Where international transfers occur, we ensure appropriate safeguards are in place in accordance with UK GDPR requirements, including approved contractual protections or transfers to countries recognised as providing adequate data protection standards.
Cookies & Website Tracking
Our website uses cookies and similar technologies to:
Improve website functionality
Analyse website traffic and performance
Remember user preferences
Improve booking experience
Support analytics and marketing activities
We may use:
Essential website cookies
Performance and analytics cookies
Google Analytics
Advertising or remarketing technologies where applicable
You can manage cookie preferences through your browser settings. Disabling cookies may affect website functionality.
Marketing Communications
Where you have consented, we may send promotional offers, newsletters, and hotel updates.
You may unsubscribe or withdraw consent for marketing communications at any time by:
Clicking the unsubscribe link in emails
Contacting us directly
Updating your communication preferences
We do not sell guest personal information to third parties.
Data Retention
We retain personal information only for as long as reasonably necessary for legal, operational, contractual, or regulatory purposes.
Typical retention periods include:
Booking records and invoices – up to 7 years
Financial and tax records – up to 7 years
Marketing preferences – until consent is withdrawn
Communication records – as reasonably necessary for customer service and operational purposes
CCTV footage – retained for a limited period unless required for investigations or legal purposes
Your Rights
Under UK GDPR, you have the right to:
Request access to your personal data
Request correction of inaccurate information
Request deletion of your data
Restrict or object to certain processing activities
Withdraw consent where processing relies on consent
Request transfer of your data where applicable
Lodge a complaint with the Information Commissioner’s Office (ICO)
Requests should be submitted to:
premier@eurotravellerhotel.com
or by writing to:
Eurotraveller Hotel Ltd
194–202 Old Kent Road
London
SE1 5TY
We may require proof of identity before processing requests.
Information Commissioner’s Office (ICO)
If you are dissatisfied with how we process your personal information, you may contact the Information Commissioner’s Office:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Website: https://ico.org.uk
Third-Party Websites
Our website, booking engine, and communications may contain links to external websites or services operated by third parties.
We are not responsible for the privacy practices or content of third-party websites. Please review their privacy policies separately.
Contact Us
If you have questions regarding this Privacy Policy or how we process personal information, please contact:
Eurotraveller Hotel Ltd
194–202 Old Kent Road
London
SE1 5TY
