Terms and Conditions

Use of the Richmond Hill Hotel website at http://www.richmondhill-hotel.co.uk is subject to the undernoted terms of use. Users who do not accept these terms of use are not authorised to use or continue using this website.

We may amend these terms of use at any time and any revised version will be effective immediately that it is displayed on this website.

In the event of any comments or questions concerning these terms of use, please contact us by e-mailing info@richmondhill.co.uk

Booking terms and conditions

Booking terms and conditions

ADVANCED PURCHASE RATES: A credit card prepayment equal to 100% of your total stay is required to secure your booking. If you cancel for any reason, attempt to modify this reservation, or do not arrive on your specified check-in date, your payment is non-refundable. This rate is not applicable to groups of 9 rooms or more rooms. Any additional charges incurred during your stay are to be settled prior to departure.  

FLEXIBLE RATES: A credit card number is required to reserve your room. No payment is taken prior to arrival if you have booked a flexible rate. You will be able to amend or cancel your reservation up to 2pm local time on the day of arrival without charge. If you cancel your reservation after 2pm on the arrival day (or make a reservation after 2pm on your arrival day and subsequently cancel it) you will be charged a cancellation charge equivalent to one night's accommodation for each room booked. This rate is not applicable to groups of 9 rooms or more rooms. Any additional charges incurred during your stay are to be settled prior to departure.  

PROMOTIONAL RATES: A credit card prepayment equal to 100% of your total stay is required to secure your booking. If you cancel for any reason, attempt to modify this reservation, or do not arrive on your specified check-in date, your payment is non-refundable. This rate is not applicable to groups of 9 rooms or more rooms. Any additional charges incurred during your stay are to be settled prior to departure. All of our promotional offers are subject to availability, valid for new bookings only and are not available in conjunction with any other offer. All promotional offers will carry redemption and expiry dates. 

Richmond Hill Hotel adopts dynamic pricing and the price of our rooms fluctuates based on demand. When you make a reservation request, we'll give you a total price for the rooms and number of nights you've requested. The price you pay is the price quoted to you at the time you make your reservation.

Room prices are per night and are inclusive of VAT at the applicable rate at the time of your reservation. If the rate of VAT changes between the date of your reservation and the date of your stay, we will adjust the rate of VAT that you pay, unless you have already paid for the reservation in full before the change in the rate of VAT takes effect.

You may wish to take out room cancellation insurance in case you need to cancel your reservation.

If you use a debit/credit card to check in, a hold may be placed on your card account for the full anticipated amount to be owed to the hotel, including estimated incidentals, through your date of check-out and such hold may not be released for 72 hours from the date of check-out or longer at the discretion of your card issuer.

GROUP RESERVATIONS: A reservation of nine rooms or more is considered a group booking. If you wish to make a group booking, please call the hotel directly. 

CHILDREN: You can only make a booking if you are 18 years old or over. If you arrive at the hotel and are under 18 years of age you will not be permitted to stay alone.

The maximum room occupancy is two adults. Some of our rooms can accommodate two adults and up to two children (under the age of 16). You must not exceed the maximum occupancy for the room allocated to you. We reserve the right to conduct checks on occupancy. Occupancy is not transferable.

A charge of £20 per extra bed applies when your children are sharing a bedroom with you. This charge includes the extra bed and bedding, full English breakfast, and applies to children up to the age of 16 years old. Children aged up to 2 years are charged £10 when sleeping in a cot bed. Children aged 16 years and over are classified as adults.

Please note that if you do opt to book an additional bedroom or an interconnecting room for your children, this will be charged at the full adult rate.

Under 18’s are not permitted to stay in our hotel unless a parent or guardian is also staying in the hotel. We reserve the right to request valid photographic proof of identity and age, so please bring this with you otherwise where requested you will not be permitted to stay.

CHECK IN TIMES: Check in time for accommodation is from 3pm. An early check in can be requested but is not guaranteed.

CHECK OUT TIME: Check out time is by 11am. Late check out can be requested until noon. Late check outs after noon are subject to a charge of £10 per hour.

DAMAGE TO PROPERTIES, FIXTURES, OR FITTINGS: The hotel will hold the Client responsible for any damage caused through negligence by the Client, the Client’s guest or the Client’s contractors. You are liable for any damage or removal or hotel property during your stay and whilst on the premises. We are strictly a non smoking hotel; therefore this extends to damage caused by smoking in your room. Any associated costs as a result of damage or removal will be your sole responsibility. Charges to be paid by you shall be at the sole discretion of the hotel.

SMOKING: Richmond Hill Hotel is a non smoking hotel. Smoking is not permitted anywhere inside the hotel or on any balconies. If we find any evidence or believe that you have been smoking in your room including on the balcony during your stay, we will charge £150 to your credit card.

VAT & SERVICE: VAT is included at the current rate but is subject to change without notice. We do not levy a service charge, but prefer to leave this to your discretion.

CAR PARKING: Car Parking is provided on a first come first served basis for residents only and is charged at £10 per night.

Privacy Policy and Data Protection

Privacy Policy and Data Protection

OUR COMMITMENT TO PROTECTING YOUR PRIVACY

This policy is designed to meet the requirements of the General Data Protection Regulation (GDPR), the Privacy and Electronic Communications Regulations (PECR) and the Data Protection Act. Looking after the personal information you share with us is very important, and we want you to be confident that your personal data is kept safely and securely. This privacy policy describes the type of personal information that we may collect about you when you stay at or visit our hotel or restaurant, or join a meeting or event, how we use any personal information, the circumstances in which we may share the information and the steps we take to safeguard the information to protect your privacy.

"Personal data" means any information collected and logged in a format that allows you to be identified personally, either directly (e.g. name) or indirectly (e.g. telephone number). Before providing us with this information, we recommend that you read this document describing our customer privacy protection policy.

This Customer Privacy Policy forms part of the terms and conditions that govern our hotel.

WHO WE ARE

Richmond Hill Hotel (Company number 07091174) registered at 144-150 Richmond Hill, Richmond-Upon-Thames, Surrey, TW10 6RW.

For the purposes of the General Data Protection Regulation 2018 (GDPR) we are the Data Controller and when carrying out certain contractual responsibilities on behalf of third parties, the data processor.

WHAT PERSONAL DATA WE COLLECT

HOTEL CUSTOMERS

At various times, we will be obliged to ask you, as a hotel customer, for information about you and/or members of your family or group, such as:

• Contact details (for example, last name, first name, telephone number, address, email)

• Personal information (for example, date of birth, nationality)

• Information relating to your children (for example, first name, date of birth, age)

• Your credit card number (for transaction and reservation purposes)

• Your arrival and departure dates

• Your preferences and interests (for example, preferred floor, type of bedding, type of newspapers/magazines, sports, cultural interests)

• Your questions/comments, during or following a stay in our hotel

• The information collected in relation to persons under 18 years of age is limited to their name, nationality and date of birth, which can only be supplied to us by an adult

• Our hotels use CCTV for safety and security monitoring purposes

Personal data of hotel customers may be collected on a variety of occasions, including:

Hotel activities:

• Booking a room

• Checking-in and paying

• Eating/drinking at the hotel bar or restaurant during a stay

• Requests, complaints and/or disputes

Transmission of information from third parties:

• Tour operators, travel agencies, reservation systems, and others

• Internet activities:

• Connection to hotel websites (IP address, cookies)

• Online forms (online reservation, questionnaires, hotel pages on social networks, network login devices such as Facebook login etc.)

HOW WE USE YOUR INFORMATION

Data Protection says that we are allowed to use and share your personal data only where we have a proper reason to do so. The law says we must have one or more of these reasons and these are:

• CONTRACT - your personal information is processed in order to fulfil a contractual arrangement

• CONSENT - where you agree to us using your information in this way e.g. for sending you information about the hotel

• LEGITIMATE INTERESTS - this means the interests of Richmond Hill Hotel/The Grand Brighton in managing our business to allow us to provide you with the best service

• LEGAL OBLIGATION - where there is a statutory or other legal requirement to share the information e.g. when we have to share your information for law enforcement purposes.

We use your information in a number of different ways, primarily to fulfil a contract and also provide excellent service to our customers.

HOTEL CUSTOMERS

The information below sets out in detail what we use the information we collect for:

Contact Details

• To manage the reservation of rooms and accommodation requests and other hotel services

• To manage your stay at the hotel, room lists, restaurant bookings, special requests and services

• To monitor your use of hotel services

• To manage invoicing and payment records

  • Carrying out surveys and analyses of questionnaires and customer comments
  • Managing claims/complaints

• Managing access to rooms

Personal Information

  • To improve hotel services, to input to our marketing programme
  • To assist promotion of our services, and adapting our products

Information relating to your children

• Only supplied by an adult. Used to manage their stay at the hotel.

Credit Card Number

• Managing the reservation of rooms, accommodation requests and to take payment

Arrival and Departure dates

• To manage your hotel booking

Preferences and Interests

• To enhance customers, stay at our hotel and to customise and improve the services we offer.

Questions / Comments

• To collect feedback to improve our services and monitor customer experience.

YOUR RIGHTS

You are entitled to request the following from Richmond Hill Hotel, these are called your Data Subject Rights and there is more information on these on the Information Commissioners website www.ico.org.uk

• THE RIGHT TO BE INFORMED – The right to be informed about how your personal information is being used and processed (as described in this policy)

• RIGHT OF ACCESS – The right to access the personal information we hold about you

• RIGHT TO RECTIFICATION – The right to request the correction of inaccurate personal information we hold about you and to have incomplete personal information completed

• THE RIGHT TO ERASURE (also known as the Right to be Forgotten) - The right to request that we delete your data, or stop processing it or collecting it, in some circumstances

• RIGHT TO RESTRICTION OF PROCESSING – to restrict processing of your personal information

• RIGHT TO DATA PORTABILITY - to electronically move, copy or transfer your personal information in a standard form, or port elements of your data either to you or another service provider

• RIGHT TO OBJECT – The right to object to processing of your personal information

• THE RIGHT TO STOP DIRECT MARKETING messages, and to withdraw consent for other consent-based processing at any time

• THE RIGHT TO COMPLAIN to your data protection regulator - in the UK, the Information Commissioner’s Office. We encourage you to contact us before making any complaint and we will seek to resolve any issues or concerns you may have. If have any general questions about your rights or if you want to exercise your rights or have a complaint, please contact us, details are in the contact us section at the end of this document.

WHO WE SHARE YOUR INFORMATION WITH AND WHY

Within Richmond Hill Hotel, in order to offer you the best service, we can share your personal data and give access to authorised employees including:

• Hotel staff

• Reservation staff

• IT departments

• Commercial partners and marketing services

• Legal services if applicable

• Generally, any appropriate person within Richmond Hill Hotel for certain specific categories of personal data.

Information about our hotel guests is an important part of our business and we do not sell this information to others. Richmond Hill Hotel works with a number of trusted suppliers, agencies and businesses in order to provide you the high quality services you expect from us. Your personal data may be sent to a third party for the purposes of supplying you with services and improving your stay.

Some examples of the categories of third parties with whom we share your data are:

Booking Partners: Richmond Hill Hotel works with a number of trusted partners who take hotel bookings and manage reservation systems on our behalf. All partners are subject to thorough security checks, and will only hold the minimum amount of personal information needed in order to fulfil the bookings you make on our behalf.

IT Companies: Richmond Hill Hotel work with businesses who support our website and other business systems.

Marketing Companies: We work with marketing companies who help us manage our electronic communications with you or carry out surveys and reviews on our behalf. If customers have opted-in to receiving information regarding our goods and services we may utilise a marketing company to send out such information. For further information see the ‘Keeping in touch with you’ section of this policy.

Payment Processing: Richmond Hill Hotel work with trusted third party payment processing providers and banks in order to securely take and manage payments.

Debt Recovery and Fraud Prevention: We release your personal information on the basis that we have a legitimate interest in preventing fraud and money laundering, when we believe release is appropriate to comply with the law; enforce or apply our contractual agreements; or protect the rights, property or safety of Richmond Hill Hotel or our customers. This includes exchanging information with other companies and organisations for verification of identity fraud protection, credit risk reduction and debt collection. Details of the personal information that will be processed include, for example: name, address, date of birth, contact details, financial information, employment details, device identifiers including IP address and vehicle details.

We and fraud prevention agencies may also enable law enforcement agencies to access and use your personal data to detect, investigate and prevent crime.

Local Authorities: We may also be obliged to send your information to local authorities if this is required by law or as part of an inquiry and in accordance with local regulations.

Business Transfers: As we continue to develop our business, we might sell or buy hotels. In such transactions, hotel guest information generally is one of the transferred business assets but remains subject to the promises made in any pre-existing Privacy Policy (unless, of course, the customer or member consents otherwise). Also, in the unlikely event that Richmond Hill Hotel or substantially all of its assets are acquired, personal information will be one of the transferred assets.

Website: To improve our platform, prevent or detect fraud or abuses of our website and enable third parties to carry out technical, logistical, research or other functions on our behalf.

Outside the UK: Whenever we transfer personal information to countries outside of the European Economic Area in the course of sharing information as set out above, we will ensure that the information is transferred in accordance with this Privacy Policy and as permitted by the applicable laws on data protection. 

KEEPING YOUR INFORMATION

If we collect your personal information, the length of time we retain it is determined by a number of factors including the purpose for which we use that information and our obligations under other laws.

We may need your personal information to establish, bring or defend legal claims. For this purpose, we will always retain your personal information for 5 years after the date it is no longer needed by us for any of the purposes listed under the ‘How we use your information’ section within this policy.

The only exceptions to this are where:

• the law requires us to hold your personal information for a longer period, or delete it sooner;

• you exercise your right to have the information erased (where it applies) and we do not need to hold it in connection with any of the reasons permitted or required under the law;

• we bring or defend a legal claim or other proceedings during the period we retain your personal information, in which case we will retain your personal information until those proceedings have concluded and no further appeals are possible; or

• In limited cases, existing or future law or a court or regulator requires us to keep your personal information for a longer or shorter period.

HOW WE SECURE YOUR INFORMATION

Richmond Hill Hotel take data security seriously, and we take appropriate technical and organisational procedures, in accordance with applicable legal provisions, to protect your personal data against illicit or accidental destruction, accidental alteration or loss, and unauthorised access or disclosure.

We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you.

Our information security policies and procedures are aligned with widely accepted international standards, we apply the controls detailed in the Payment Card Industry Data Security Standard to all environments storing personal data. These standards are applied and are reviewed regularly and updated as necessary to meet our business needs, changes in technology, and regulatory requirements. To this end, we have taken technical and organisational measures.

TECHNICAL MEASURES:

• We have taken technical measures such as firewalls and encryption of computer and mobile device systems

• When personal data is transferred encryption technology is used

• When you submit credit card data when making a reservation, SSL (Secure Socket Layer) encryption technology is used to guarantee a secure transaction.

• Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

• User ID / Password systems and procedures

POLICIES & PROCEDURES:

• We have measures in place to protect against accidental loss and unauthorised access, use, destruction, or disclosure of data

• We place appropriate restrictions on the levels and type of access to personal information and have organisational measures such as user IDs / passwords to control staff access to personal data in line with their job requirements

• We implement appropriate measures and controls, including monitoring and physical measures, to store and transfer data securely

• We conduct Privacy Impact Assessments in accordance with legal requirements and our business policies

• Training for employees and contractors

• We require privacy, information security, and other applicable training on a regular basis for our employees who have access to personal information and other sensitive data

• We take steps to ensure that our employees and contractors operate in accordance with our information, security policies and procedures and any applicable contractual conditions

• We require, through the use of contracts and security reviews, our third-party vendors and providers to protect any personal information with which they are entrusted in accordance with our security policies and procedures

KEEPING IN TOUCH WITH YOU

We want to keep our customers up to date with information about special offers, benefits and improvements to our facilities and services.

When you engage with our marketing activities, either electronically on-line via website or social media for example, or in person at the hotel, we will ask you if you want to opt-in to receive this type of promotional information. If you have consented to receive marketing, you may opt out at a later date. 

If you decide you do not want to receive this marketing information you have the right to ask us not to process your personal information for marketing purposes. You can request that we stop contacting you for marketing purposes by emailing marketing@richmondhill.co.uk, or via the unsubscribe link within any marketing Email or SMS which you receive. You may continue to receive marketing information for a short period while your request is dealt with. 

Richmond Hill Hotel will not share your information with outside companies for their marketing purposes.

We reserve the right to contact our hotel customers as necessary to fulfil the obligations and administration of our service. We will also communicate as deemed appropriate by Richmond Hill Hotel in regards to any changes to the product, services and facilities of the hotel which may impact on you.

COOKIES

This section is designed to help you understand what cookies are, how Richmond Hill Hotel uses them and the choices you have in regards to their use.

WHAT ARE COOKIES?

Cookies are small data files that are transferred to your computer's web browser to enable our systems to recognise your browser and to collect information from your computer such as your IP address and other details about your computer which are collected by our web server, operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users' browsing actions and patterns, and does not identify any individual.

ARE COOKIES SAFE?

Yes - Cookies are not harmful and do not contain any information such as your home address, date of birth or credit card details. The information stored in cookies is safe and anonymous to any external third party, and your account security is never compromised.

There are four main types of cookies – here’s how and why we use them:

1. Site functionality cookies – these cookies allow you to navigate the site and use our features.

2. Site analytics cookies – these cookies allow us to measure and analyse how our customers use the site, to improve both its functionality and your shopping experience.

3. Customer preference cookies – when you are browsing, these cookies will remember your preferences (like your language or location), so we can make your experience as seamless as possible, and more personal to you.

4. Targeting or advertising cookies – these cookies are used to deliver ads relevant to you. They also limit the number of times that you see an ad and help us measure the effectiveness of our marketing campaigns.

By using our site, you agree to us placing these sorts of cookies on your device and accessing them when you visit the site in the future.

CAN I TURN OFF COOKIES?

Yes – To change your cookie settings, or if you want to be notified each time a cookie is about to be used, you should amend the settings provided in your web browser to prevent us from storing cookies on your computer hard drive. For information on how to have your browser notify you when you receive a new cookies and how to disable or delete cookies, please consult the "Help" tab of your browser via the menu bar.

Further information about cookies can be found at https://ico.org.uk/for-organisations/guide-to-pecr/cookies-and-similar-technologies/. Please note that by deleting or disabling future cookies, your user experience may be affected, and you might not be able to take advantage of certain functions of our site.

Because cookies allow you to take advantage of some of our website’s essential features, we recommend that you leave them turned on.

Website visitors who don’t want their data used by Google Analytics can install the Google Analytics opt-out browser add-on. To opt-out of Analytics for the web, visit the Google Analytics opt-out page and install the add-on for your browser. Web site visitors can also opt-out of Google Analytics for Display Advertising and customise Google Display Network ads using the google Ad Settings.

CHANGES TO HOW WE PROTECT YOUR PRIVACY 

We may change or update this Privacy Policy from time to time, to reflect how we are processing your data. If we make significant changes, we will make that clear on our website, or by some other means of contact such as email, so that you are able to review the changes before you continue to use our services. 

ACCESS, MODIFICATION & CONTACTING US

You have the right to access your personal data collected by Richmond Hill Hotel and to modify it subject to applicable legal provisions. Should you need to contact us if you have any questions about this notice, would like us to stop using your information, want to exercise any of your rights as set in this Privacy Policy, or have a complaint; please email us at: marketing@richmondhill.co.uk

Or if you’d like, you can write to us at:

Data Privacy, Richmond Hill Hotel, 144-150 Richmond Hill, Richmond-Upon-Thames, Surrey, TW10 6RW.

For the purposes of confidentiality and personal data protection, we will need to identify you in order to respond to your request. You will be asked to include a copy of two official pieces of identification, such as a driver's license or passport, along with your request.

If your personal data is inaccurate, incomplete or not up to date, please send the appropriate amendments to the Data Privacy department as indicated above.

All requests will receive a response as swiftly as possible and in accordance with applicable law.

You are also entitled to complain to the ICO:

ICO, Wycliffe House, Water Lane, Wilmslow, SK9 5AF

Telephone 0303 123 1113 or email: https://ico.org.uk/global/contact-us/email/

GDPR compliant. Updated February 2019. V2.

Access to and use of website

Access to and use of website

In accessing any part of this website, you agree:

not to use this website in such a way that disrupts, interferes with or restricts the use of this website by other users; not to upload, display or transmit any materials through this website which are false, offensive, defamatory, threatening, obscene, unlawful or which infringe the rights of any other person anywhere in the world;

not to reverse engineer, decompile, copy or adapt any software or other code or scripts forming part of this website or attempt to transmit to or via this website any information that contains a virus, worm, trojan horse or other harmful or disruptive component; and not to change, modify, delete, interfere with or misuse data contained on this website and entered by or relating to any third party user of this website.

Material contained in this website may be downloaded, viewed and printed for personal use or internal circulation within your organisation provided that no trade mark, copyright or other proprietary notices contained in or appearing on such material are removed in whole or in part. Material contained in this website may not otherwise be copied, reproduced or redistributed in whole or in part without our prior written consent. In particular it must not be reproduced or exploited for commercial gain. All other rights are reserved and users must seek our permission before making any other use of material contained in this website.

We own or are licensed to use all intellectual property rights in and to this website and all technical infrastructure relating to it.

Links from this website are provided for information and convenience only and we have no control over and cannot therefore accept responsibility or liability for the content of any linked third party website. We do not endorse any linked website.

Any dispute arising out of the accessing or use of this website shall be subject to the jurisdiction of the English courts.