SilverDoor Apartments – Privacy Policy

SilverDoor Limited takes your privacy seriously and we are committed to ensuring the privacy and safeguarding of your data. Our Privacy Policy describes how we collect and process your personal data in a format that is easy to understand. Please read the following information carefully to understand how we treat your data and what you can expect of us as a data controller.

About us

We are SilverDoor Limited (company number 03950962) and our registered office is 3 Dukes Gate, Acton Lane, Chiswick, London, W4 5DX. We are registered as Data Controller with the Information Commissioner’s Office with the registration number ZA783099.

SilverDoor sources serviced apartments based on your specific requirements and to do this we need certain information from you.

What kind of information does SilverDoor Apartments collect from you?

We only ask for the information that is required to service your enquiry and reservation. We collect your name, telephone number and email address (if you do not provide this information, we may not be able to provide our services). We may also need to collect the names of other guests that are staying with you, provided they are over 18 years of age. We also collect details about your accommodation requirements such as budget, length of stay and accommodation type. If your employer uses our services to book accommodation for you, we may collect this information from them, rather than directly from you.

When you visit our website, we collect some cookie information regarding your use of the website, and this is used to help us improve the service we deliver. Cookie information can include your IP address, the browser you are using and your language settings.

SilverDoor does not store any of your payment information. Payment details are supplied directly to Barclaycard payment platform via a secure payment link which we provide you.

This is a simple overview of the information we collect from you. If you would like to know more, further information is available below.

Why does SilverDoor Apartments collect and use your personal data?

We primarily collect your personal details to service your accommodation request and ensure you get the best service possible. This can involve the following communication:

None of your personal information is shared unless you request that we reserve your chosen accommodation. If you would like to proceed with a reservation, then we will pass on the relevant personal information to the property provider. This will allow them to allocate an apartment to you and, if applicable, any other travellers in your group.

We keep a copy of your correspondence and details of your reservation to enable us to manage the reservation process. This data is further kept for up to 6 years after your last booking for the purpose of auditing and to comply with regulatory bodies such as the HMRC.

Furthermore, if you have opted-in when making your enquiry, we will send you marketing materials such as our monthly newsletter that details promotions, special offers and discounted rates. Depending on your preferences, we may send you further correspondence from time to time.

The CCTV images collected at our offices are used for business security, health and safety and fraud monitoring. We collect this data to comply with our insurance obligations and to keep our premises and data safe. CCTV data is stored for 10 days unless required for criminal or insurance investigations in which case it is held for as long as necessary to fulfil that investigation.

If you call us outside of our regular office hours, then you may be directed to a third-party answering service, ‘Moneypenny’. They will simply take your name and phone number then pass this onto us, so we can call you back. Once this has been passed on it is deleted from their records.

For more detail please read below.

How does SilverDoor Apartments share your data with third parties?

We only share your information for the sole purpose of servicing your reservation. Once you have decided you would like to proceed with a reservation, we will then share your details with the property partner. We require our property partners to sign our terms and conditions which include strict data privacy requirements. Please note that, where the booking relates to a property which is outside of the UK or EU, your information may be transferred to a country which does not have the same data protection standards in place if it is required in relation to the booking (although we require any property partners outside of the UK or EU to comply with model data protection clauses which have been approved by the EU).

The property will receive the following personal information:

We do not share your personal information with any other people or third parties. We may only have to disclose your information in the event that we sell the business, introduce or acquire another business, need to establish, make or defend a legal claim, or if we are under a duty to disclose personal information to comply with legal obligations. We may also use third-party service providers (such as IT and technology services) who will store or use your information, but only on our instructions and subject to strict data protection requirements.

Sharing data under Data Process Legislation

We may be required or permitted under Data Protection Legislation, to disclose your personal data including a call recording without explicit consent, for example, if we have a legal obligation to do so, such as:

Children’s personal data

You must be over 18 years of age to book an apartment with SilverDoor. If children are travelling with you, we will need to know their age but we do not require their personal details and you will never be asked for their information at any stage in the reservation process. We may ask simple questions to help form your requirements, for example, if you require a cot or a highchair.

How does SilverDoor Apartments make use of social media?

We are active on various social media platforms and use these to communicate news, stories, blog posts and other relevant information in the industry and about our company. Sometimes we run competitions or ask for your replies and in these instances, we may need to make contact with you. For example, if you win a competition and we are contacting you about your prize. Your personal information will be treated according to this privacy policy and only used as necessary for our legitimate interests in dealing with your correspondence or administering the competition you have entered.

Call Recordings

We may record some calls for training and monitoring purposes. We do this as necessary for our legitimate interests in evaluating our customer service offering and reviewing our staff performance. While not all calls to or from our phones are recorded, you should note that any calls to our central numbers will be recorded (even if then forwarded internally). Recordings are not shared outside of our group of companies. All recordings are deleted within 14 days of being made.

Bases for processing personal information

To process your information we rely on the following legal bases:

How can you control the personal data you have given to SilverDoor Apartments?

You have the right to access and to review the personal information we hold for you. You can request an overview of this data by emailing [email protected]. When emailing, please provide ‘Personal information request’ in the subject line so we are able to expedite the process. More information about your rights can be found below.

What security and retention procedures does SilverDoor Apartments put in place to safeguard your personal data?

We continuously review and update our website data security in accordance with legal requirements and web best practices. We take every reasonable measure to ensure your data is secure and only accessed by those requiring it to process your reservation.

When you make a reservation and enter payment details, this information is encrypted. This helps to ensure your data is not transferred in a readable format and cannot be unlawfully accessed in transit.

Your data rights

As a user of our service, you have rights as an individual which you can exercise in relation to the information that we hold about you.

You can request access to your personal information by making a ‘Subject Access Request’. We can tell you what information we hold about you, why we are holding it, who is collecting it, how long it will be kept, how you could file a complaint and who it may be shared with. If it has been shared, this will only have been with a property that you have booked with. Further to this, you may request a full copy of the personal information we hold for you which we will send to you without undue delay. You can do this by emailing [email protected].

If you notice that your data is inaccurate you can request for it to be rectified. Just send us an email to [email protected] and we will make the relevant corrections without undue delay.

You also have the right to restrict the processing of your data. We only use your data to process your reservation and if you request us to restrict processing then this will take place after your reservation and stay has been completed. Further to this, if you feel your data has been processed incorrectly or unfairly then you have the right to object to the processing of this data. You can do this by emailing [email protected].

You have the right to obtain your own personal data that you have previously provided to the organisation in a structured, commonly used and machine-readable format.

You have the right to request that SilverDoor limit the way it uses your personal data after your reservation and stay has been completed. SilverDoor may not be obliged to delete the data but may have to refrain from processing it.

If you decide that you do not want us to store your data anymore then you can request for us to delete it, this is called the right to be forgotten. You could ask for your personal data to be deleted if the personal data is no longer necessary, you withdraw consent, your data have been unlawfully processed, you object to the processing and we, as a data controller, have no reason to continue processing and if data erasure is necessary for compliance with legal obligation. You can do this by emailing [email protected] and we will delete all your personal data without undue delay. We will only retain your data if we are under a legal obligation to do so and you will always be informed in these scenarios.

Changes to this policy - Our privacy policy may change from time to time without notice. The current version was updated in May 2024.

How to contact us: - For any further information you can contact us:

By email at: [email protected]

Or write to us at SilverDoor Limited, 3 Dukes Gate, Chiswick, London W4 5DX

What personal information do we collect from you?

Name and contact details

Our business is built around providing a service to our clients, and we cannot provide this service without taking some of your personal information. When you contact us, we only take what is absolutely necessary to communicate with you throughout the reservation process and to successfully reserve an apartment for you. For us to do this we will need your full name and contact details such as your phone number and email address.

Digital information

When you browse our website, we may collect your Internet Protocol (IP) address. This address allows your computer to communicate over the internet and connect to our website and it can also show us where in the world you are browsing from.

Other tracking technologies are sometimes used, for example, a web beacon or tracking URL. These technologies can be used to retrieve information from your device such as your operating system or help us understand from which website you have been referred (e.g., Google). These are wholly referred to as ‘Cookies’ and are detailed below.

How we contact you


With your consent, we will send you marketing materials that support our business and are suited to your requirements. Your consent will be explicit and you will know what types of marketing materials you are going to receive. You can manage the communication you receive from us by selecting your preferences on our website. You may receive the following types of marketing emails from us:

Monthly newsletters – A newsletter detailing promotions, special offers, discounted rates, and other news relevant to your reservation.

Company news –Keeps you up to date with our company and industry news.

Competitions – From time to time we run competitions that give you the chance of winning prizes such a free stay in our property partner’s apartments.

You can withdraw your consent at any time by contacting us at the email address listed at the end of this privacy policy. Consent can also be withdrawn by using the ‘Unsubscribe’ button that we include at the bottom of all our marketing communications.

During the reservation process

Ensuring you have the best possible stay is important to us so we may also contact you during your reservation to check that everything is as expected. We may also ask if you are interested in extending your reservation or if you have any future requirements that we can help with.

If during the reservation process the apartment you have chosen is not available, then we may contact you to discuss alternative options.

Business to Business

If you are within our key industries, then we may reach out to gauge your interest in our services. If you receive communication from us and do not wish to receive more, then simply hit the unsubscribe button at the bottom of the email.

Cookie Policy

What are cookies?

Our website uses cookies for various web functions, and to help improve the user experience.

A cookie is a small data file stored on your computer that comes from the web browser you are using. It can have a variety of uses and functionalities including storing information about your preferences, speeding up your searches and recognising you when you re-visit. Cookies are also used to track overall visits and visitor location. This helps us identify visitor numbers and patterns.

Some cookies have a session-limited lifespan and are removed when you close your browser, whereas permanent cookies last a lot longer and sometimes indefinitely.

Types of cookies

We use the following cookies:

If you would like to read more information about cookies, or would like to find out about how to disable them, please visit

If you would like more information about the specific cookies our website uses, please contact [email protected].

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