SilverDoor– 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 Building 7, Chiswick Park, 566 Chiswick High Road, London, England, W4 5YG. We are registered as Data Controller with the Information Commissioner’s Office (ICO) under 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 we 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 we 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:

Provide you with accommodation options via email
Communicate with you about your requirements via phone and email
Complete and administer your reservation via email

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 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:

Full Name
Email Address
Preferred Contact Number
Other Guest Names (18 years and above)
Number of Guests

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.

Data Sharing 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. Examples of such circumstances include:

Law enforcement purposes
Safeguarding investigations
Regulation and licensing
Criminal prosecutions
Court proceedings

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, such as whether a cot or a highchair is needed.

How does SilverDoor make use of social media?

We actively engage with 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:

Legitimate interests: We use your information to service your requests and send you information relevant to your reservation. We may contact you to suggest alternative options when your selection is not available or to ask if you would like to extend your current reservation. We may also contact you if you’re a relevant contact within our industry to gauge your interest around our services.
Performance of a contract: We need the personal information you supply to execute our part of the contract between service provider and client. If you ask us to make a reservation, we will use your information to complete your reservation to satisfy our part of the contract as a service provider.
Consent: We will ask for your consent to send you direct marketing content, such as our monthly newsletter containing special offers, exclusive rates and promotions. We may also send other marketing materials and these are detailed further below.

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

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.

Security and Certifications

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 and processed securely. We take various administrative and technical security measures to safeguard your personal information. We adhere to internal and external control standards specifically related to handling personal data, including controls designed to protect the information we collect online. For specific certifications that SilverDoor adheres to, please refer to the list below or visit the provided link Certifications, Standards and Regulations (silverdoor.com)

ISO/IEC 27001 –framework outlines requirements for managing and maintaining Information Security Management System (ISMS) regarding information security.
ISO/IEC 22301 – manage business continuity management system plans (BCMS).
ISO/IEC 9001 - standard provides best business practices to meet business requirements and objectives with regards to the customers’ services.
GDPR and UK GDPR – The General Data Protection (GDPR) and UK GDPR are privacy laws that govern data privacy and our data security obligations.
The Personal Data Protection Act (PDPA)- governing the collection, use, disclosure, and care of personal data in Singapore.
The Payment Card Industry Data Security Standards (PCI DSS) – which demonstrates data governing and processing, storing, or transmitting payment card information must occur within a secure environment.
Cyber Essentials Plus – UK NCSC scheme which demonstrates our commitment to data protection and its security.

Our employees receive training on these controls, and our Privacy Policy procedures and principles are communicated to our staff. Even though we work diligently to protect your personal information, it’s essential for you to take precautions to safeguard your information when using the Internet.

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, depending on your location and subject to local applicable laws. These rights may include, subject to any exceptions or limitations

You can request access to your personal information by submitting a ‘Subject Access Request’(SAR). 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].
You can request to know what Personal Information is being collected and for what purposes. We will inform you about the data we hold, the reasons for holding it, retention periods, 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.
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.
The right to have your Personal Information rectified, corrected, or updated. 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 request that SilverDoor limit the way it uses your personal data after your reservation and stay has been completed. While SilverDoor may not be obliged to delete your data, we may have to refrain from further processing it.
The right to have your Personal Information deleted, including from any third parties where your Personal Information has been shared or disclosed. 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 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.
You have a right to opt-out or withdraw consent, if you believe that your data has been unlawfully processed, if you object to the processing and we, as the data controller, have no reason to continue processing. You can do this by emailing [email protected]
You have a right not to be subject to any automated decision making and profiling

SilverDoor shall process Personal Data in a manner that ensures the appropriate security of it, including protection against unauthorised or unlawful processing and against accidental loss, destruction, or damage, using appropriate technical or operational measures. We remind you that you have a right to lodge a complaint with a supervisory authority should you feel unsatisfied with our treatment of your Personal Information.

Restricted Data Transfers

SilverDoor is an international organisation working with clients all over the world, hence, we consider the possibility that it may be necessary to carry out a restricted data transfer outside of the UK for achieving our business goals.

Since UK does not currently have an adequacy decision regarding the United States (as well as some other countries), additional precautions are necessary to maintain an essentially equivalent level of protection for data subjects whose information is transferred. SilverDoor’s information governance ensures alignment with the UK data protection regime and other relevant laws governing data processing.

SilverDoor conducts data privacy impact assessments (DPIAs) and continuously monitors the circumstances surrounding such data transfers. Our goal is to ensure that these practices maintain, in practice, a level of protection that is essentially equivalent to the one guaranteed by the UK data protection laws and other relevant applicable laws.

Your data privacy matters to us, and we remain committed to protect your Personal Information in accordance with this Notice, regardless of where it is processed.

Compliance with the Data Privacy Framework (DPF)

SilverDoor Americas Inc (our US group company) has certified to the U.S. Department of Commerce that it adheres to the Data Privacy Framework (DPF) Principles. To learn more about the Data Privacy Framework (DPF) Program, visit this the link https://www.dataprivacyframework.gov/. Additionally, you can find our internal DPF privacy statements under DPF Data-Privacy.

SilverDoor complies with the EU-U.S. Data Privacy Framework (EU-U.S. DPF) and the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. Data Privacy Framework (Swiss-U.S. DPF) as set forth by the U.S. Department of Commerce. SilverDoor has certified to the U.S. Department of Commerce that it adheres to the EU-U.S. Data Privacy Framework Principles (EU-U.S. DPF Principles) with regard to the processing of personal data received from the European Union and the United Kingdom in reliance on the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF. SilverDoor has certified to the U.S. Department of Commerce that it adheres to the Swiss-U.S. Data Privacy Framework Principles (Swiss-U.S. DPF Principles) with regard to the processing of personal data received from Switzerland in reliance on the Swiss-U.S. DPF. If there is any conflict between the terms in this privacy policy and the EU-U.S. DPF Principles and/or the Swiss-U.S. DPF Principles, the Principles shall govern. To learn more about the Data Privacy Framework (DPF) Program, and to view our certification, please visit https://www.dataprivacyframework.gov/list

In compliance with the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF and the Swiss-U.S. DPF, SilverDoor commits to cooperate and comply respectively with the advice of the panel established by the EU data protection authorities (DPAs) and the UK Information Commissioner’s Office (ICO) and the Swiss Federal Data Protection and Information Commissioner (FDPIC) with regard to unresolved complaints concerning our handling of personal data received in reliance on the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF and the Swiss-U.S. DPF.

If your DPF complaint cannot be resolved through the above channels, under certain conditions, you may invoke binding arbitration for some residual claims not resolved by other redress mechanisms. For more details, see DPF Arbitration-Procedures. SilverDoor is subject to the jurisdiction of the US Federal Trade Commission for the purposes of DPF enforcement.

Accountability for Data Transfers

We recognise our responsibility for the processing of Personal Information received and processed from our Third Parties, Agents, and Service Providers. The SilverDoor remains liable under the DPF Principles if a Third Party/Agent/Service Provider processes Personal Information covered by this Notice in a manner inconsistent with the DPF Principles, except where the SilverDoor can demonstrate that SilverDoor is not responsible for the incident that resulted in the damages.

What personal information do we collect from you?

Name and contact details

Our business is built around providing a service to our clients, and to do so effectively, we need to collect certain 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). Collectively, these technologies are referred to as 'Cookies', and you can find more details about them in the link below.

Links to other external Websites

Links to external websites that we do not own and operate may be found on our sites. You will be redirected to the website of the third party if you click on one of their links. It is highly recommended that you go over each website's privacy statement.

Regarding Personal Data you voluntarily give them or that they independently get, third parties are not required to abide by this Privacy Policy. The external websites that you might be able to visit via our services are not within our control. Information you give to third-party websites or that is collected by them, it is not covered by this Privacy Policy.

How we contact you

Marketing

With your explicit 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:

Strictly necessary cookies. These are cookies that are required for the operation of parts of our websites. They include, for example, cookies that enable you to log into secure areas of our websites or make use of reservations services. Strictly necessary cookies do not require consent as they provide functionality as requested by the browser.
Performance cookies. They allow us to recognise and count the number of visitors to our webpages and see how these visitors navigate around our site. This helps us to improve the way our website works by optimising our page layouts, search tools and general usability.
Functionality cookies. These are used to recognise when you return to our websites in the future. This enables us to personalise our content for you, greet you by your name and remember your preferences such as language settings and time zone.
Targeting cookies. These cookies record your visit to our websites, the pages you have visited and the links you have followed. We will use this information to make our websites and the advertising we display more relevant to your interests.

If you would like to read more information about cookies, or would like to find out about how to disable them, please visit http://www.aboutcookies.org/

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

Changes to this policy - Our privacy policy may change from time to time without notice. You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective from when they are posted on this page.

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

By email at: [email protected]

Or write to us at SilverDoor Limited,Building 7, Chiswick Park, 566 Chiswick High Road, London, England, W4 5YG.