By using Chateau Rieutort, our website, our social media pages, calling and talking to us, you are acknowledging that we are processing your personal information and, where necessary consenting to such practices, as outlined in this statement.
Personal information which we collect
We collect personal information about you (and others if their personal information is provided by you) when you:
(a) make or manage a booking either personally or as a guest of another guest;
(b) register or alter details
(c) book any additional service
(d) send an enquiry email
(e) post material to our website and / or social media page;
(f) complete customer feedback or surveys as part of your stay;
(g) raise a complaint or dispute with us or are involved in a legally recordable incident at our premises (e.g. in relation to health and safety reporting);
(h) participate in competitions or promotions;
(i) and / or use our website and customer applications in any other way.
The personal information collected in the above manner may include the following about you (and others if their personal information is provided by you):
(a) full name;
(b) postal address;
(c) email address;
(d) telephone number;
(e) payment details;
(g) machine identifiers (such as IP addresses);
(h) dispute resolution information;
(i) disability and health information (our preference is to avoid receiving this information);
(j) supplementary information (dietary and other preferences and special requirements);
(k) image data;
(l) behavioural data (tags and cookies – see Cookies and Tracking section below);
(m) voice recordings;
(n) identification information (such as passports, drivers’ licences or national identity cards); and
(o) car registration information.
Personal information provided by third parties
We may receive information about you from other sources (such as third party booking services), which we will store and/or add to the information we already hold about you in order to help us provide our products and services in accordance with your requirements and to ensure that the quality of data we have on your account(s) is maintained properly. We may also obtain information about you from social media providers such as Twitter and Facebook or from third party websites where you have left commentary or feedback about us (for example on TripAdvisor).
How we use your information
We will collect personal information:
1) in order to take appropriate steps in preparation of, or to fulfill our obligations under, our contractual arrangements with you:
a) Bookings and payments – provide communications about bookings, products and services being provided to you (and others if their personal information is provided by you);
b) Bookings and account updates – send details of new, amended or cancelled bookings – usually via email;
d) Customer service communication – provide you with requested information or correspondence, contact you in order to provide a better service such as asking when you will arrive, what services you would like or in responding to an enquiry made by you;
2) with your consent under the terms of this notice (evidenced by your provision of the relevant information to us):
a) Payment processing – Never save payment card details after we believe the transaction to be complete;
b) Promotional offers – inform you about promotional offers and other products or services that may be of interest;
c) Maintain records indicating your wishes – to ensure we accurately reflect your wishes when communicating to you;.
3) in our legitimate interest* to protect against fraud:
a) Website improvement and fraud prevention – improve our websites, prevent or detect fraud or abuses of our websites and enable third parties to carry out technical, logistical or other functions on our behalf;
b) Security – carry out security checks when allowing you access to our services and to block fraudulent or suspected fraudulent activity.
4) in order to meet our legal obligations:
a) Taxation – ensure we meet our tax and other regulatory obligations;
b) Registration – ensure local jurisdiction regulations are complied with.
* any reliance on legitimate interest shall not prejudice your interest or fundamental rights and freedoms.
We may periodically send promotional material to you about new products, special offers or other information which we think you may find interesting to the email addresses and phone numbers which you have provided.
You may ask us to stop sending promotional or other materials to you at any time by simple request. See also ‘The right to ask us to stop contacting you with direct marketing’ below. This ensures you only receive information that you have given us permission to send and are willing to receive.
How long we will keep your personal information?
We retain your information for a range of purposes which determine the period of time for which we need to keep such information. For example: card details supplied at the time of booking are securely stored until the reservation is complete and all payment obligations are believed by us to have been met. Equally many guests return and expect us to remember them from their previous visit.
Our approach to information security
To protect your information, Chateau Rieutort will seek to ensure that only authorised personnel can access the information, that information is handled and stored in a secure and sensible manner and all systems that can access the information have proportionate security measures in place. To achieve this, relevant employees, contractors and sub-contractors have contracts, with defined roles and responsibilities.
In order to process any of the requests listed below, we may need to verify your identity for your security. In such cases your response will be necessary for you to exercise this right.
The right to access information we hold about you
At any point you can contact us to request details concerning the information we hold about you, why we have that information, who has access to the information and where we got the information. In most cases you may be entitled to copies of the information we hold concerning you. Once we have received your request we will normally respond within 30 days.
The right to correct and update the information we hold about you
If the data we hold about you is out of date, incomplete or incorrect, you can inform us and we will ensure that it is updated.
The right to have your information erased
If you feel that we should no longer be using your data or that we are illegally using your data, you can request that we erase the data we hold. When we receive your request, we will confirm whether the data has been deleted or tell you the reason why it cannot be deleted.
The right to object to processing of your data
You have the right to request that Chateau Rieutort stops processing your data. Upon receiving the request, we will contact you to tell you if we are able to comply or if we have legitimate grounds to continue. If data is no longer processed, we may continue to hold your data 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. If you wish to opt out with respect to more than one email address, we may ask you to complete a separate request for each email address.
It is not possible to ‘opt-out’ of receiving communication from us which relates to your bookings or customer satisfaction surveys sent as part of the booking (which are not considered marketing for these purposes). This ensures that we can always contact you as a result of circumstances that may affect your stay with us and in order for us to improve our services going forward.
The right to complain
You can make a complaint to us by contacting us via email at firstname.lastname@example.org.
Sharing your information
The information and data we collect is important for Chateau Rieutort and we understand that you care about the use and storage of your personal information. We value your trust in allowing us to do this. We will never disclose, rent, trade or sell your personal information to any third parties for their marketing purposes.
We will not normally provide your information outside the EU. However your information may be provided to our channel manager Digital Arbitrage Inc (‘Cloudbeds’) who assists us with processing your information and ensures that all relevant websites are kept up to date to avoid double bookings and also to act as a repository of this information for us such that we can provide a better service to our customers.
Cloudbeds has confirmed to us that it complies with the provisions of the General Data Protection Regulation (“GDPR”) and that it is pursuing certification under the EU and Swiss Privacy Shield protocols. They have affirmed to us that they are committed to protecting the security of your personal information, and that they take commercially reasonable technical and organizational measures that are designed to that end. We have specifically contracted with them so as to seek to ensure compliance with GPDR requirements.
On occasion we will also provide your information to other contractors assisting with the provision of services for you and to our external accountant.
How to reject and delete cookies
To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit ww.allaboutcookies.org.
If you have any queries about this policy, need further information or wish to lodge a complaint you can use the details below to contact us.
Sarl Chateau Rieutort
Route de Gignac, Saint Pargoire 34230, France
We may change this policy from time to time. Please check here for any updated terms and text.