Privacy Policy.

The Maids Head Hotel (“we”, “us”, “our”) respects your privacy and is committed to protecting your personal data. This policy explains what we collect when you stay, dine, celebrate or meet with us, or use this website, why we collect it, who we share it with and the choices you have.

Simply put: we won’t collect your personal information without your knowledge, we won’t pass it to anyone except as described here or as you’ve asked us to, and we take care to keep it safe.

Who we are

• Company name: The Maids Head Hotel Limited (company number 08270046), registered in England & Wales. Registered office: 20 Tombland, Norwich, NR3 1LB.
• Website: www.maidsheadhotel.co.uk
• Email: reservations@maidsheadhotel.co.uk
• Telephone: +44 (0)1603 209955

The Maids Head Hotel Limited is the data controller for the personal data described in this policy.

Information we collect

We may collect and process the following data:

• Identity & contact data: your name, address, email address and telephone number, and the names of guests travelling or dining with you.
• Booking & transaction data: details of your stays, table reservations, events and gift voucher purchases, and the payment card details needed to secure or pay for them.
• Stay & preference data: anything you tell us to help us look after you, such as arrival times, room requests, dietary requirements or allergies, and the occasion you’re celebrating.
• Enquiry data: what you send us through our contact, weddings, meetings & events and private dining forms, by email or by phone.
• Technical data: your IP address, browser and device type, operating system, the pages you visit and how you move around them, collected through cookies and similar technologies (see our Cookie Policy).
• Marketing & communication data: whether you’d like to hear from us, and your newsletter preferences.

We collect this directly from you (on this website, when you book, enquire or sign up, and during your stay) and automatically when you use this website.

How we use your data

We process your data to:

• Take and manage your room, table, event and gift voucher bookings.
• Take payment, and secure bookings where a card guarantee is needed.
• Look after you during your stay or visit, including any dietary or accessibility needs you share with us.
• Reply to your enquiries and provide customer support.
• Understand how this website is used, so we can fix problems and improve it.
• Keep our records, and meet our legal and accounting obligations.
• Send you news and offers from the Maids Head, where you’ve agreed to receive them.

Lawful basis for processing

We rely on the following lawful bases under UK data protection law:

• Contract: to take and fulfil your bookings and purchases.
• Legal obligation: for example keeping financial records.
• Legitimate interests: running and improving our hotel and website, and answering your enquiries, where this doesn’t override your rights.
• Consent: for marketing emails, and for analytics and other non-essential cookies. You can withdraw your consent at any time.

Information about health, such as allergies or accessibility needs, is only used to look after you, with your explicit consent when you tell us about it.

You don’t have to give us your personal data, but we need your name, contact details and a payment card to take a booking. Without them we can’t confirm it. Signing up to our newsletter and accepting non-essential cookies is always your choice.

The tools and services we use

We use trusted third parties to run our bookings and this website. They only use your data to provide their service to us.

Service	What it’s for	Data involved
Our online booking engine	Room bookings, packages and extras, and taking payment for them	Identity, contact, booking and payment data
DishCult (ResDiary)	Table reservations for the WinePress and afternoon tea	Identity, contact and booking data, dietary notes you add
VoucherCart	Selling and redeeming gift vouchers	Identity, contact, purchase and payment data
WPForms	Our contact, weddings, meetings & events, private dining and newsletter forms. Entries are kept on our website and emailed to our team	What you enter in the form
Mailchimp	Sending our newsletter	Name, email address, preferences, whether emails are opened
Google Analytics and Google Tag Manager	Measuring how many people visit the website and which pages they use (with your consent)	Technical data, through cookies
Microsoft Clarity	Heatmaps and session recordings that show how visitors use our pages, so we can improve them (with your consent)	Technical data, clicks, scrolling and mouse movement, through cookies
Hotjar	Heatmaps, session recordings and feedback, as above (with your consent)	Technical data, clicks, scrolling and mouse movement, through cookies
Google Maps and Google reviews	The map on our contact page and the guest reviews we show	Technical data, when the map loads
YouTube and Vimeo	Playing our films	Technical data, when a film loads
Complianz	Our cookie banner, and keeping a record of your cookie choices	Your consent choices and an anonymous ID

Session recordings from Microsoft Clarity and Hotjar hide what you type into forms, and we never use them to identify you.

Sharing of data

As well as the services above, we may share your data with:

• Payment processors, to take payments securely.
• IT, website and hosting providers who keep our systems running.
• Our professional advisers, such as accountants and lawyers.
• Legal and regulatory authorities, where we’re required to by law.
• If the business is ever sold or merged, our advisers, a prospective buyer and the new owners.

We do not sell your data to third parties.

Some of these providers, such as Google and Microsoft, may process data outside the UK. Where they do, we make sure it’s protected by appropriate safeguards, such as a UK adequacy decision or the UK’s International Data Transfer Agreement.

Marketing

We’ll only send you news and offers if you’ve asked to receive them. Every email has an unsubscribe link, or you can email operations@maidsheadhotel.co.uk with “no marketing” as the subject.

Cookies

This website uses cookies. Those that the website needs to work are always on; analytics and other cookies only run if you accept them in our cookie banner. You can change your choice at any time. Our Cookie Policy lists every cookie we use.

Data retention

We keep personal data only for as long as we need it for the purposes it was collected for, or as long as the law requires (for example, financial records for accounting). When we no longer need it, we delete it securely.

Keeping your information up to date

Please let us know if your details change by emailing reservations@maidsheadhotel.co.uk or writing to us at the address below.

Your rights

Under UK GDPR you have the right to:

• Access the personal data we hold about you.
• Have it corrected, or deleted.
• Object to, or restrict, how we process it.
• Object to direct marketing at any time.
• Request data portability.
• Withdraw your consent, where we rely on it.

We don’t make decisions about you based solely on automated processing, including profiling.

To exercise your rights, contact us at operations@maidsheadhotel.co.uk. We’ll respond within one month.

If you’re unhappy with how we’ve handled your data, you can complain to the Information Commissioner’s Office at ico.org.uk, though we’d appreciate the chance to put things right first.

Security

We take appropriate measures to keep your personal data secure and only hold what we need. However, no transmission over the internet can be guaranteed to be completely secure.

Changes to this policy

We may update this policy from time to time. Any changes will be posted on this page, with the date at the top.

Contact us

Data Protection Officer, The Maids Head Hotel, 20 Tombland, Norwich, NR3 1LB
Telephone: +44 (0)1603 209955
Email: reservations@maidsheadhotel.co.uk