Privacy Policy

1. Who we are

Sutherland Apartments Ltd is a company registered in England and Wales (company number 15083268) with its registered office at 7 Sutherland Avenue, London W9 2HE. We operate serviced apartments in Maida Vale, London.

In this policy, “we”, “us” and “our” mean Sutherland Apartments Ltd. “You” and “your” mean anyone who enquires, books, stays with us or uses this website.

If you have a question about how we handle your information, please write to us at bookings@sutherlandapartments.com or to the address above.

2. What this policy covers

This policy covers information we collect when you:

• Visit this website;
• Send us an enquiry by form, email or telephone;
• Make a booking with us, whether directly or through a booking platform;
• Stay at one of our apartments;
• Contact us about a booking, a complaint or anything else.

Our booking engine is provided by elina and runs on a separate website. When you continue to that booking engine to complete a reservation, the information you enter there is handled by us as controller, with elina acting as our service provider. Our website also links to other websites; we are not responsible for how those websites handle your information, and we suggest you read their own privacy notices.

3. Information we collect

Information you give us

• Your name and the names of others staying with you;
• Contact details, including email address, telephone number and postal address;
• Your arrival and departure dates, the number of guests and the apartment you choose;
• Payment card details, billing details and any promotional code you use;
• Photographic identification, such as a passport or driving licence, where we ask to see it before check-in;
• Any special requests, accessibility needs or other information you choose to tell us;
• Correspondence with us, including emails, messages and notes of telephone calls.

Information we collect automatically

• Our web host keeps standard server logs, which record the IP address, browser type and pages requested by visitors. These are used to keep the site running and secure.
• Records relating to entry to the building and the apartments, such as when access codes or keys are issued and used.

Information from other people

• Booking details passed to us by booking platforms and travel agents where you book through them;
• Information from the person who made the booking, where you are travelling as part of their party;
• Information from your employer or a relocation agent where they arrange your stay.

We do not ask for, and would rather you did not send us, information about your health, religion, ethnicity or other special category data, unless it is genuinely necessary — for example an accessibility requirement we need to meet. Where you do give us such information, we use it only for the purpose you gave it to us.

4. How and why we use it

Data protection law requires us to have a lawful basis for using your information. The table below sets out what we use it for and the basis we rely on.

Where we rely on legitimate interests, we have considered whether those interests are outweighed by your rights and freedoms, and we have concluded that they are not. You can object to this use at any time — see Your rights.

5. Cookies and this website

This website does not set any cookies. We use no analytics, no advertising trackers and no social media pixels, and the site does not store anything on your device.

We serve our typefaces from our own server rather than from a font service, so viewing a page does not send anything to a third party for that purpose. Two services are loaded from other organisations, and each will receive your IP address as a normal part of delivering content to your browser:

• OpenStreetMap — supplies the map on our home page;
• elina — supplies our availability search, which is contacted when you search for dates.

Our booking engine, which opens on a separate elina website, does set a session cookie. That cookie is strictly necessary to remember your selection while you book, and is set by elina rather than by this website.

If we add analytics or any non-essential cookies in future, we will ask for your consent first and update this policy.

6. Who we share it with

We share your information only where we need to. The recipients are:

• elina, our property management system and booking engine provider, which processes bookings on our behalf;
• Our payment provider, which processes card payments, the security deposit and any pre-authorisation. We do not store full card details ourselves;
• Our website host, which stores this website and its server logs;
• Booking platforms and travel agents, where your booking was made through them;
• Contractors and suppliers who need the information to do their job, such as housekeeping and maintenance;
• Our professional advisers, including accountants, insurers and solicitors;
• The police, local authorities, regulators or other bodies, where we are legally required to provide information or where it is necessary to protect someone's safety.

We do not sell your personal information, and we do not share it with third parties for their own marketing.

If our business is sold or transferred, your information may be passed to the new owner so that your booking can be honoured.

7. Sending information outside the UK

We aim to keep your information within the UK and the European Economic Area. Some of the services we rely on may be operated by organisations based outside the UK, or may route traffic through servers in other countries.

Where information is transferred outside the UK, we rely on the UK Government's adequacy regulations where they apply, or on the International Data Transfer Agreement or the Addendum to the European Commission's standard contractual clauses, so that your information continues to be protected.

8. How long we keep it

We keep your information only for as long as we need it. In general:

When we no longer need your information, we delete it or anonymise it so that you can no longer be identified from it.

9. Keeping your information secure

We take appropriate technical and organisational measures to protect your information against loss, misuse and unauthorised access. This website is served over an encrypted connection, access to booking records is limited to people who need it, and our suppliers are required to keep your information secure.

No method of transmitting information over the internet is completely secure. If we become aware of a breach that is likely to result in a risk to your rights and freedoms, we will report it to the Information Commissioner's Office, and tell you where the law requires us to.

10. Marketing

We may send you information about our apartments and offers if you have asked us to, or if you have stayed with us before and we think it may interest you.

Every marketing message includes a way to unsubscribe, and you can ask us to stop at any time by writing to bookings@sutherlandapartments.com. Opting out of marketing does not stop us sending you messages about a booking you have made, such as your confirmation or arrival instructions.

11. Your rights

Under UK data protection law you have the right to:

Be informed

To know how we use your information, which is the purpose of this policy.

Access your information

To ask for a copy of the personal information we hold about you.

Have it corrected

To ask us to correct information that is inaccurate or incomplete.

Have it erased

To ask us to delete your information where there is no good reason for us to keep it.

Restrict how we use it

To ask us to pause using your information while a concern is resolved.

Object

To object to us using your information where we rely on legitimate interests, and to object to direct marketing at any time.

Data portability

To receive certain information in a portable format, or ask us to send it to someone else.

Withdraw consent

To withdraw your consent at any time, where we rely on it. This does not affect anything we did before you withdrew it.

Exercising these rights is free. We will respond within one month, and will tell you if we need longer because the request is complex. We may need to confirm your identity before we act on a request.

12. Children

Our apartments are not booked by or marketed to children. The minimum age for making a booking and staying with us is 21 years, as set out in our Terms & Conditions.

We only hold information about a child where they are named as part of a booking made by an adult. If you believe we hold information about a child that we should not, please contact us and we will delete it.

13. Changes to this policy

We may update this policy from time to time, for example if we change how we work or if the law changes. The date at the top of this page shows when it was last updated.

Where a change materially affects how we use your information, we will take reasonable steps to tell you.

14. How to contact us or complain

If you have a question about this policy, or wish to exercise any of your rights, please contact us:

Sutherland Apartments Ltd, 7 Sutherland Avenue, London W9 2HE
bookings@sutherlandapartments.com

We would prefer the chance to put things right ourselves. If you are not satisfied with our response, you have the right to complain to the Information Commissioner's Office, the UK regulator for data protection:

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Telephone 0303 123 1113 · ico.org.uk/make-a-complaint