Grand Hotel (St Annes) Ltd & Grand@Grasmere Ltd
Updated: 1st August 2025

1. Introduction

The Grand Hotel, Lytham St Annes, and The Grand at Grasmere (“we,” “us,” or “our”) are committed to protecting your privacy and handling your personal information responsibly.

This policy explains how we collect, use, share, and protect your personal data when you visit our properties, interact with our website, or engage with us through social media and marketing campaigns. We comply with the UK General Data Protection Regulation (GDPR), the Data Protection Act 2018, and all applicable privacy laws.

2. Personal Data We Collect

We may collect and process the following types of personal information:

• Guest Information: Name, address, email, phone number, booking details, preferences, and payment details.
• Wi-Fi Access: Email addresses and login details when you connect to our guest Wi-Fi, with separate consent requested for marketing communications.
• Marketing Data: Information collected through sign-up forms, surveys, competitions, or social media engagement.
• Online Tracking & Behavioural Data: Data gathered via cookies, pixels, and tracking technologies from third-party platforms (Meta, Google, Microsoft Clarity) to understand website usage and improve advertising relevance.
• Remarketing Data: Browsing activity used for personalised advertising across different platforms.
• Contact Forms: Data you submit via our website or email for enquiries, reservations, or feedback.
• Employee Data: Personal information processed solely for HR, payroll, and operational purposes.
• CCTV Footage: Recorded for security and safety reasons, retained for up to six months unless required for an investigation.

3. How We Use Your Personal Data

We process your personal data to:

• Manage bookings, reservations, and guest services.
• Send marketing communications where you have provided consent.
• Deliver relevant advertising across social media and search engines using tools like Meta Pixel and Google Ads.
• Understand website usage via analytics tools such as Microsoft Clarity and Google Analytics, helping us improve user experience.
• Process payments securely and prevent fraudulent activity.
• Comply with legal and regulatory obligations.

4. Legal Basis for Processing

We process your personal data under the following grounds:

• Consent: For marketing emails, SMS, Wi-Fi email collection, and non-essential cookies/tracking.
• Contract: To fulfil bookings, manage stays, and provide requested services.
• Legitimate Interests: Improving our website, tailoring adverts, ensuring operational efficiency, and maintaining security.
• Legal Obligation: Complying with financial, tax, and regulatory requirements.

5. Cookies, Pixels & Tracking Technologies

Our website uses cookies, pixels, and similar tracking tools to improve your experience, analyse traffic, and deliver tailored advertising. These include:

• Meta Pixel: Allows us to show relevant adverts on Facebook and Instagram.
• Google Ads & Analytics: Tracks website activity and optimises ad campaigns.
• Microsoft Clarity: Captures anonymised website interactions (e.g., heatmaps, session replays) to improve usability.
• Other Third-Party Tools: Used occasionally for additional marketing and performance tracking.

We use Conzent to manage cookie preferences in line with GDPR requirements. When you visit our site, you can choose to accept all cookies, reject non-essential cookies, or customise your settings. You can change your preferences at any time via the “Cookie Settings” link on our site.

6. Data Sharing

We may share your data with trusted third-party providers, including:

• Booking and payment processors.
• Email and marketing automation services.
• Advertising networks such as Meta, Google, and Microsoft for remarketing campaigns.
• Website analytics providers for performance tracking.
• Legal authorities if required to comply with applicable laws.

All third parties must adhere to strict data protection obligations when handling your data.

7. International Data Transfers

Some third-party services we use (e.g., Meta, Google) may process your data outside the UK or EEA. Where this occurs, we ensure adequate safeguards are in place, such as Standard Contractual Clauses or equivalent protections.

8. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes outlined in this policy or as required by law:

• Guest & Booking Information: Retained in line with tax and legal obligations.
• Marketing Data: Retained until you withdraw consent or it becomes inactive.
• CCTV Footage: Retained for up to six months unless needed for investigation.

9. Your Rights

Under UK GDPR, you have the right to:

• Access your data and request a copy of what we hold.
• Rectify inaccurate or incomplete information.
• Request deletion of your data, subject to legal requirements.
• Restrict or object to certain types of processing, including direct marketing.
• Withdraw consent for marketing or tracking at any time.
• Request the transfer of your data to another service provider.

To exercise your rights, contact us using the details in Section 13.

10. Security Measures

We implement strict technical and organisational measures to protect your personal data from unauthorised access, loss, or misuse. Access is restricted to authorised personnel only.

11. Children's Privacy

We do not knowingly collect data from children under 16 without parental consent. If we become aware of any such data collection, we will delete it promptly.

12. Changes to This Policy

We may update this Privacy Policy to reflect changes in law, technology, or our services. Updates will be posted on this page with the revised date.

13. Contact Us

Company Name: The Grand Hotel (St Annes) Ltd
Phone: 01253 643424
Email: book@the-grand.co.uk
Address: The Grand Hotel, South Promenade, Lytham St Annes, Lancashire, FY8 1NB

Cookie Policy

1. What Are Cookies?

Cookies are small text files placed on your device when you visit our website. They help us remember your preferences, understand website performance, and deliver relevant advertising.

2. Types of Cookies We Use

We manage cookies through Conzent, allowing you full control over which cookies are stored on your device:

• Essential Cookies: Necessary for core website functions like booking and security.
• Analytics Cookies: Provide insights into how visitors use our website (e.g., Google Analytics, Microsoft Clarity).
• Marketing Cookies: Used by platforms like Meta and Google to deliver personalised adverts and retargeting campaigns.
• Functional Cookies: Remember your preferences and improve your browsing experience.

3. Managing Cookies

When you first visit our website, you can choose your cookie preferences through the Conzent pop-up banner. You can update these settings anytime via the “Cookie Settings” link on our website footer.

Disabling certain cookies may limit website functionality or reduce the relevance of ads you see.

4. Changes to This Cookie Policy

We may update this policy periodically to reflect changes in our cookie usage or third-party services. Please review this page regularly for updates.

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