Privacy Policy

Vale Resort Customer Privacy Notice

When you make an enquiry about the services we supply or purchase services from us, you will need to provide us with certain personal data relating to you. Your privacy is extremely important to us so we want you to know exactly how we will use that personal data.

Our full name is Vale Hotel Ltd, and we trade as the Vale Resort and we are considered to be the data controller of any personal data you provide to us. This term is a legal phrase used to describe a person or entity that controls the way personal data is used and processed.

When do we collect your personal data?

When you visit our website and use your account to buy products and services or redeem vouchers from us.
When you make an online booking /purchase and check out as a guest (in this case we just collect transaction-based data).
When you create an account with us.
When you book online, we capture information through cookies and similar technologies, you can manage these when you visit our site.
When you make a booking by telephone but do not have, or do not use, an account.
When you engage with us on social media.
When you contact us by any means to raise a query.
When you enter prize draws or competitions.
When you book an appointment with us.
When you complete any surveys we send you.
When you comment on or review our products and services.
When you fill in any online forms.
When you give a third-party permission to share with us the information they hold about you.
Our communal areas and car parks have NPR and CCTV systems operating, for the security of both clients and colleagues. These systems may record your image during your visit.
When you register to use our Wi-Fi service, you will have an option to provide us with your details.

Frequently asked questions:

What information will we hold about you?

As a customer or potential customer of the Vale Resort, we will ask you to provide us with some personal information when you make an enquiry or a booking with us, or use any of the facilities on site. This information may include:

Your name
Your address
Your email address
Your telephone number
Your bank details or credit card information
Your company address
Your IP address, cookies, and your browsing activity where you use our website
Footage directly from cameras (CCTV) located in and around our properties
Vehicle information such as the vehicle’s registration number
When using our health clubs and spa facilities, we may also ask you to advise us of any medical or health conditions from which you suffer where these are relevant to the activities you plan to participate in during your stay
When you use our gym facilities, we may collect and use health-related information (such as fitness assessments or activity data) to help you track your fitness progress and support your health and wellbeing goals

What will we use your information for and what are our legal bases for doing so?

We use the personal information we hold about you for a few different purposes, which we list below. Under data protection law we need to have a valid legal basis for using your personal information, we also set out below the legal bases which we will be relying upon.

Information you give to us

We will use this information:

To carry out our obligations arising from any contracts entered between you and us and to provide you with the information, products, and services that you request from us;
To provide you with information about other products and services we offer that are similar to those that you have already purchased or enquired about or shown an interest in. We may use your personal information to form a view on what we think you may want or need, or what may be of interest to you.
By signing up to our Vale Rewards Club or any other database within the business, you are agreeing to receive information about/from across the Vale Resort Group, including Hensol Castle and Hensol Castle Distillery.
To notify you about changes to our service.
To ensure that content from our site is presented most effectively for you and your computer.

In these cases, the legal basis that we will be relying upon to process your personal information is because it is necessary for the performance of the contract between us.

We will also use the personal information we hold about you for the following reasons:

To manage our relationship with you which will include asking you to leave a review or take a survey and dealing with any queries or complaints you may have
To enable you to partake in a prize draw or competition, to inform you about new facilities, products or services, to offer you promotional offers or determine your eligibility for special or promotional rates.
To keep our guests, staff and other visitors safe and to ensure the security our hotels/premises, and to act as a deterrent against crime

In this case, our legal basis for processing your personal information will be because the processing is in our legitimate interests, namely, to provide you with a high level of service, resolve issues and to promote our business, We will also use the personal information we hold about you to comply with any regulatory requirements or applicable laws and our legal basis for doing so will be that it is necessary for us to so to comply with legal obligations to which we are subject.

Some of the personal data we request will be required because we have a legal or contractual requirement to obtain and use the information or it is necessary for us to obtain the information to be able to enter a contract with you. Failure to provide such information will prevent us from providing you with such goods and/or services.

Who do we share your information with?

From time to time we will need to share your information with other people and organisations. We will only do so where we have a legitimate legal basis for doing so and in compliance with our obligations under data protection laws.

Your information may be disclosed to other organisations or individuals in the circumstances set out below:

Third-party service providers: We use other companies and individuals to perform functions on our behalf examples include; wedding planners or audio-visual companies for conferences, contact information for sending marketing materials or health information to facilitate the use of fitness equipment available on site.
Brands within the Vale Resort Group: Including Hensol Castle and Hensol Castle Distillery.
Your IP address, cookies and your browsing activity where you use our website; specific details are available here.
Business transfers: In the unlikely event that the Vale Resort or substantially all of its assets are acquired, customer information will of course be one of the transferred assets but still subject to the promises made in this Privacy Notice.
Protection of the Vale Resort and others: We release account and other personal information when we believe release is appropriate to comply with the law; enforce or apply our terms and conditions and other agreements; or protect the rights, property, or safety of The Vale Resort, our users, or others. This includes exchanging information with other companies and organisations such as the Police, professional or regulatory bodies, debt collection and tracing agents for fraud protection.
Where we are legally obliged to do so, e.g., to comply with a court order.
To our professional advisers for example our lawyers or accountants when they need it to give us their professional advice.
To other suppliers where you have shown an interest in their products

International transfers

We do not transfer any of your personal data outside the European Economic Area unless the organisation we are sharing the data with is either approved by the European Commission as providing adequate protection or there are appropriate safeguards in place in accordance with GDPR.

Some of the third parties with whom we share your personal data are based outside the UK so their processing of your personal data will involve a transfer of data outside the UK. Further information about such third parties and their location is available on request.

Whenever we transfer your personal data outside of the UK, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented; we will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data.

Where we use certain service providers, we may use specific contracts approved for use in the UK which give personal data the same protection it has in the UK.

We review the ways we use your information regularly. In doing so, we may change what kind of information we collect, how we store it, who we share it with and how we act on it. If we make any such changes, and it is relevant to you, we will contact you to notify you.

Marketing and promotional offers

We may use your personal information to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which services and promotional offers may be relevant for you.

You will receive marketing communications from us if you have requested information from us or purchased services from us or if you provided us with your details when you entered a competition or registered for a promotion and, in each case, you have not opted out of receiving that marketing.

You can ask us to stop sending you marketing messages at any time or adjust your marketing preferences by following the opt-out links on any marketing message sent to you or at any time.

We do not sell, rent or otherwise make personal information commercially available to any third party for marketing purposes.

How long do we keep your information for?

To make sure we meet our legal data protection and privacy obligations, we only hold on to your personal data for as long as we actually need it for the purposes, we acquired it for in the first place.

The only exceptions to this are documents that we may need to rely on in evidence against a future claim against the business; for example, accident forms, which we hold indefinitely. We will retain your contact details for direct marketing purposes unless and until you inform us that you no longer wish to receive direct marketing information from us.

How do we protect your personal data?

We know how important data security is to all our customers and we always take the utmost care with your data and take all necessary steps to protect it.

All transactional areas of our website use https technology, ensuring that your information is safe. You will notice this in the corner of your screen, there will be a padlock showing you our website is secure.

Access to your personal data is password-protected, and sensitive data such as payment card information) is secured and encrypted to ensure it is protected.

We monitor our system for possible vulnerabilities and attacks.

Individual rights

Data protection legislation provides individuals with a number of different rights in relation to their data. For example, you have the right to ask us whether we hold information about you and if so, to obtain certain details about that information and/or the information itself. Exercising this right is commonly known as a “subject access request”. Certain exemptions and conditions apply to this right.

There are other rights which you also may be able to exercise such as the right to have inaccurate personal data rectified, to object to the processing of personal data, to require the erasure of personal data or to have the processing of your personal data restricted as well as the right to have electronic data made portable. All these rights are subject to certain conditions and exemptions.

To obtain further information about these rights please see the ICO website - www.ico.gov.uk. If you wish to exercise any of these rights or if you want to advise us of changes to your personal details, you can email us at [email protected] or write to us Privacy Team, Vale Resort, Hensol Park, Hensol, Vale of Glamorgan, CF72 8JY

Where to get more information about your data protection rights

The Information Commissioner’s Office (ICO) regulates data protection and privacy matters in the UK. They make relevant information accessible on their website – www.ico.gov.uk. You can make a complaint to the ICO at any time about the way we use your information. However, we hope that you would consider raising any issue you have with us first. We will always do our very best to solve any problems you may have.

Contact us

You are welcome to get in touch with us to discuss your information at any time. Our contact details are here you can email [email protected], or write to us at Privacy Team, Vale Resort, Hensol Park, Hensol, Vale of Glamorgan, CF72 8JY