Privacy & Cancellation Policy

PRIVACY POLICY

This privacy policy sets out how the House of Agnes uses and protects any information that you give when you use this website, when you make a booking or an enquiry either online or directly via the House of Agnes team.

The House of Agnes is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified, then you can be assured that it will only be used in accordance with this privacy statement.

What we collect

The House of Agnes collects data to enable us to provide you with the best experience possible. Most of the data we collect is provided directly by you, for example when you make a booking or enquiry.

We also collect limited information about how you interact with our website and products. We get this information by recording interactions using technology like cookies.

The data we collect from you depends on your interaction with us. We may collect the following information:

– name
– contact information including email address
– demographic information such as postcode
– reasons for stay and interests
– relevant information such as special dietary requirements and allergies
– other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

– Internal record keeping.
– Fulfilling requests.
– We may use the data to communicate with you, for example, keeping you informed about your booking.
– To process any transactions
– To process any special offers or promotions that you enter.
– We may use the information to improve our products and services.
– We may periodically send promotional email about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
– We may contact you by email, phone or mail. We may use the information to customise the website according to your interests.

Reasons we share personal data

The House of Agnes will not sell or rent your information to third parties. We will not share your information with third parties for marketing purposes.

We may pass your information to our third party service providers, agents, subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example, when you request restaurant bookings, spa treatments or guided tours). When we work with a third party we only disclose the minimum basic information necessary to deliver the requested service.

From time to time we may show you offers from trusted third parties. We would never supply them with your information however, we may show you offers from these third parties in email communications.

We will only show you offers on the basis you have provided us with consent to do so. Consent is typically provided via signing up to our newsletter and ticking the opt-in box on our website form. In some cases it may be provided by you to us either verbally over the telephone or in person. Where your consent has been obtained verbally, we will provide confirmation to you of the consent you have provided to us in the form of an email for your records.

Use of Data Processors

Guestlink – Guestlink supports the House of Agnes in providing our Property Management System and is GDPR compliant

Raj Dhillon IT Solutions – provides House of Agnes with IT support. Part of their role is also ensuring that appropriate security surrounds the servers where any data is stored, minimising any risk of a data breach.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You have a choice about whether you wish to hear from us. You may choose to restrict the collection or use of your personal information in the following ways:

If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at info@houseofagnes.co.uk
The GDPR gives you various rights to the information we hold about you. Such rights can be exercised by you in accordance with the GDPR. In line with the regulation, all reasonable requests will be free of charge and processed within the permitted time period.
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

Contact

You may request details of personal information which we hold about you under the GDPR legislation coming into force in May 2018. If you would like a copy of the information held on you please write to Sandie de Rougemont, House of Agnes, 71 St. Dunstan’s Street, Canterbury, Kent, CT2 8BN or email sandie@houseofagnes.co.uk, telephone 01227 472185.

General Cancellation Policy

Generally any deposit or prepayment will be refunded providing the cancellation notice is received before 14.00 the day prior to your intended arrival otherwise the first nights stay will be charged.
Non arrivals will be charged in full.
If your reservation is for more than one night please check your confirmation email as there may be a 48 hour cancellation period or different cancellation policy.
If your departure date is changed on short notice (after 14.00 the day prior to departure) there may also be a charge for that cancelled night.
Always check with reception if you are unsure.
Any changes will be shown on our website.
Please note that your normal travel Insurance will often cover any loss in case of illness or accident.
Always check your confirmation letter/email for your specific terms and conditions.

The House of Agnes reserves the right to change its cancellation policy

Third Party Booking Sites (Booking.com etc)
In the unfortunate event that you need to cancel, it is imperative that you cancel via the Website with which the booking was made (ie Booking.com) or you may be charged the full amount. This must be done at least 36 hours in advance of your intended arrival date. (Please see full terms and conditions on Company website)

Terms and Conditions for special events and block bookings of 4 or more rooms:

Payment of 20% of the total cost of reservation is required in order to confirm the booking

· Balance of payment is due and payable twenty one (21) days prior to arrival, unless otherwise agreed with Sandie de Rougemont

· Cancellation policy is as follows:

· The deposit is non-refundable

· In case of cancellations within twenty one (21) days prior to intended arrival, or in the case of no-shows, the full amount may be charged. Please check the T&C’s that were sent to you at the time of booking for full details

Terms and Conditions for July Graduation Week:

· Payment of £20.00 per room per night is required in order to confirm the booking. The remainder is due and payable upon departure.

· Please note that on graduation week ALL stable rooms, and many main house rooms are for a minimum of two nights stay – therefore any cancellations that reduce the stay to one night WILL be charged for a two night stay regardless whether the room is used or not.

Cancellation policy is as follows:

· The deposit is non-refundable and non transferable in any case

· In case of cancellations within fourteen (14) days prior to intended arrival, or in the case of no-shows, the full amount will be charged.

House of Agnes has received an Outstanding Service Award from Gohotels.com

2018 RECOGNITION OF EXCELLENCE HotelsCombined
10.0 Rated by Guests

House of Agnes

71 St Dunstans Street, Canterbury, Kent, CT2 8BN - View map

T: +44 (0)1227 472185