Privacy Policy

Hamlet Hotels and the Properties It Owns, Operates and Manages

Last updated: 21 October 2026

Hamlet Hotels and the properties it owns, operates and manages are committed to protecting the privacy and personal information of guests, prospective guests, restaurant and bar customers, event attendees, website visitors, business contacts and other individuals who interact with the business.

This Privacy Policy explains how personal information is collected, used, stored, shared and protected when individuals visit the Hamlet Hotels websites, make reservations, use hotel facilities, book restaurants or events, contact a property, subscribe to marketing communications or otherwise interact with Hamlet Hotels.

This policy applies to the following websites:

• https://hamlethotels.com/
• https://www.hamlethotels.co.uk/
• https://1843reading.com/
• https://calicobareatery.com/
• https://hamlethotels.com/
• https://hamletmaidstone.com/
• https://www.thurrockhotel.co.uk/
• https://carmichaelhotel.co.uk/
• https://www.gainsboroughhousehotel.com/

It also covers relevant interactions with Hamlet Hotels and participating properties through their booking channels, customer service communications, marketing campaigns and other services, where applicable.

For this policy, “Hamlet Hotels” means Hamlet Hotels and the properties it owns, operates and manages, subject to the legal responsibilities of the relevant entities. Where a separate legal entity operates a property or service, that entity may have its own privacy responsibilities and may provide additional privacy information.

This policy should be read alongside any privacy notice, booking terms, cookie notice or other information provided at the point personal information is collected.

Who Is Responsible for Personal Information?

Hamlet Hotels is responsible for the personal information it processes as a data controller, where applicable under data protection law.

Depending on the circumstances, a particular hotel, restaurant, bar, event venue, booking provider or other business may also act as a separate or joint data controller. Other organisations may process personal information on behalf of Hamlet Hotels as service providers.

The identity of the relevant data controller can depend on the property booked, the service used, the booking channel and the purpose for which the information is processed.

Contact details

• Organisation: Hamlet Hotels
• Privacy contact: privacy@hamlethotels.com
• Marketing contact: marketing@hamlethotels.com
• Registered office: Ltd 71-75 Shelton Street LONDON WC2H 9JQ

Personal Information Collected

The categories of personal information collected depend on the services used and the individual's interactions with Hamlet Hotels.

1. Hotel reservations and stays

When an individual enquires about, makes or manages a reservation, the information collected may include:

• Name and contact details, including email address, telephone number and postal address.
• Reservation reference, booking dates, arrival and departure dates, room type and number of guests.
• Booking preferences, special requests and relevant communications.
• Payment and transaction information, including payment status and billing details.
• Information required to administer a stay, respond to enquiries, process cancellations or refunds and provide customer support.
• Relevant information supplied voluntarily to arrange accessibility requirements or other reasonable adjustments.

Payment card information may be processed directly by a booking or payment provider. The extent to which Hamlet Hotels receives or retains payment details depends on the systems and processes used.

2. Restaurant, bar and event bookings

For restaurant reservations, bar services, private hire, functions, weddings, meetings and other events, information may include:

• Name and contact details.
• Booking date, time, party size and event details.
• Menu preferences, dietary requirements and accessibility requests.
• Special occasions, event arrangements and communications relating to the booking.
• Deposit, payment, refund and transaction information.
• Information provided by event organisers, group bookers or other authorised representatives.

Where dietary, accessibility or other information reveals health or other specially protected information, Hamlet Hotels will handle it in accordance with applicable data protection requirements and use it only where there is an appropriate lawful basis and, where required, an additional condition for processing special category data.

3. Customer service and communications

When an individual contacts Hamlet Hotels by email, telephone, website form, social media, post or another channel, the information collected may include contact details, the content of the enquiry, correspondence history, feedback, complaints and information needed to investigate or resolve the matter.

4. Marketing preferences and interactions

When individuals subscribe to marketing communications, enter a promotion or interact with marketing campaigns, information may include:

• Name and contact details.
• Marketing preferences and consent records.
• The property, brand or service associated with a subscription.
• Email delivery, unsubscribe and engagement information, where the relevant systems provide it.
• Campaign source, advertising interactions and website activity, where tracking is used lawfully.
• Responses to surveys, competitions or promotional activities.

5. Website and technical information

When individuals visit Hamlet Hotels websites, technical information may be collected, subject to applicable consent and cookie requirements. This may include:

• IP address and approximate location derived from it.
• Browser type, device type, operating system and language settings.
• Website pages visited, referring pages, timestamps and navigation activity.
• Cookie identifiers and similar online identifiers.
• Website performance, error and security logs.
• Interactions with website forms, booking links and other features, where the relevant technology records these interactions.

Where analytics, advertising pixels, session-recording tools or similar technologies are used, the scope of information collected will depend on the technology, its configuration and the individual's cookie preferences.

6. Information from third parties

Hamlet Hotels may receive personal information from third parties involved in providing services or arranging bookings, including online travel agents, booking engines, reservation platforms, payment providers, event organisers, business partners and other authorised intermediaries.

Information may also be received from review platforms, social media platforms, advertising providers or publicly available sources where lawful and relevant to the purpose for which it is used.

Third parties may operate under their own privacy policies and may be responsible for the information they collect directly.

7. CCTV, Wi-Fi and property security

Where a property operates CCTV, guest Wi-Fi or other security systems, relevant information may be collected for purposes such as property security, safety, incident investigation, network administration and preventing misuse.

The information collected, retention period, access arrangements and purposes will depend on the systems and practices at the relevant property. Appropriate notices should be displayed or provided where required.

8. Recruitment and employment enquiries

Where Hamlet Hotels or a relevant property recruits staff, applicant information may include contact details, employment history, qualifications, references, application materials and information needed to assess suitability for a role.

Recruitment information is handled for recruitment and related legal or administrative purposes in accordance with the applicable recruitment privacy information.

9. Competitions, surveys and promotions

Where an individual enters a competition, responds to a survey or participates in a promotion, information may include contact details, submitted responses, eligibility information, entry details and information required to administer the activity or deliver a prize.

Any additional use of information for marketing will be explained at the point of collection where required.

10. Information not provided directly

Where personal information is received from another person, such as a group organiser, booker or authorised representative, the individual making the booking should ensure that they are entitled to provide the relevant information. Hamlet Hotels will provide privacy information where required by law.

How Personal Information Is Used

Hamlet Hotels may use personal information for the following purposes:

• Reservations and service delivery: To process enquiries, manage bookings, provide accommodation, restaurant, bar and event services, administer payments and fulfil contractual obligations.
• Customer support: To answer questions, handle complaints, manage cancellations and refunds, and provide assistance before, during and after a visit.
• Personal preferences and accessibility: To consider relevant requests and provide appropriate arrangements where possible.
• Business administration: To maintain records, manage accounts, reconcile transactions, prepare invoices and meet reporting requirements.
• Safety and security: To protect guests, employees, visitors and property, investigate incidents and prevent or detect fraud, misuse or unlawful activity.
• Website operation: To maintain, secure, troubleshoot and improve websites, booking journeys and digital services.
• Analytics and performance: To understand service usage, measure website performance and assess marketing effectiveness, subject to applicable requirements for tracking technologies.
• Marketing: To send relevant offers, news, event information and promotions where permitted by law and consistent with the individual's recorded preferences.
• Promotions and feedback: To administer competitions, surveys, reviews, customer feedback and promotional activities.
• Legal and regulatory compliance: To meet legal obligations, respond to lawful requests and establish, exercise or defend legal claims.
• Recruitment: To manage applications and recruitment processes.
• Business management: To evaluate and improve services, customer experience and business operations, using appropriate safeguards.

Personal information will not be used for purposes incompatible with the original purpose of collection unless a lawful basis exists and any required information or consent is provided.

Marketing Communications and Participating Properties

Hamlet Hotels may send marketing communications about hotel stays, room offers, restaurants, bars, events, packages, promotions and other relevant services, subject to applicable data protection and electronic marketing laws.

1. Marketing subscriptions

We may collect marketing preferences through website forms, booking journeys, event registrations, competitions, subscriptions, or other sign-up methods.

When a guest provides their contact details, Hamlet Hotels and the properties it owns, operates and manages may use those details to communicate about bookings, reservations, stays, services and related transactions. Marketing communications will be sent where the guest has provided valid consent or where another lawful basis applies and all applicable legal requirements are met. Where consent is required, it will be obtained through an appropriate opt-in process.

2. Marketing across Hamlet Hotels and participating properties

Hamlet Hotels and the properties it owns, operates and manages may use the contact details provided by guests and customers to communicate information about relevant hotel stays, accommodation offers, restaurant and bar promotions, events, exclusive deals and other services available across the group, where permitted by applicable data protection and electronic marketing laws.

Where a guest or customer provides their details, and the applicable legal requirements for marketing are satisfied, those details may be used to send relevant marketing communications from Hamlet Hotels and the participating properties covered by the information provided at the point of collection. The scope of such communications will depend on the information presented when the details are collected and the legal basis applicable to the communication channel.

Guests and customers may opt out of marketing communications at any time by using the unsubscribe facility in an email or by contacting Hamlet Hotels through the relevant communication channel. Opting out of marketing will not affect essential communications relating to existing bookings, reservations, stays or services.

3. Types of marketing

Subject to the relevant permissions and preferences, marketing may be sent by email, telephone, post or other permitted channels.

Where marketing involves third-party promotions or the disclosure of personal information to an independent partner for that partner's own marketing, the relevant arrangement and any required consent will be explained separately.

4. Unsubscribing

Individuals can opt out of marketing emails by using the unsubscribe link included in the communication or by contacting marketing@hamlethotels.com.

For marketing text messages, individuals may use the opt-out method stated in the message, such as replying “STOP” where that facility is available.

Marketing preferences can also be updated by contacting Hamlet Hotels using the details in this policy.

An opt-out from marketing will not normally prevent the receipt of necessary service communications, such as booking confirmations, payment information, changes to reservations, security notices or responses to an enquiry.

Hamlet Hotels may retain limited information on a suppression list to record and respect an opt-out and prevent further unsolicited marketing.

Lawful Bases for Processing

Hamlet Hotels will identify an appropriate lawful basis for each relevant processing purpose under the UK GDPR and applicable data protection law. Depending on the circumstances, these may include:

• Contract: Processing necessary to enter into or perform a contract, such as managing a reservation or delivering a booked service.
• Legal obligation: Processing required to comply with applicable legal, tax, accounting, regulatory or other obligations.
• Legitimate interests: Processing necessary for legitimate business interests, where those interests are not overridden by an individual's rights and interests. Examples may include maintaining business records, responding to customer enquiries, protecting property and improving services.
• Consent: Processing based on valid consent, including where consent is required for certain marketing activities, non-essential cookies or the use of certain special category information.
• Vital interests or other applicable grounds: Where a specific situation makes another lawful basis applicable, such as protecting someone's vital interests.

The lawful basis may differ by activity, property, service and type of information. Where processing relies on consent, consent may be withdrawn at any time. Withdrawal does not affect the lawfulness of processing carried out before withdrawal.

Where legitimate interests are relied upon, Hamlet Hotels should identify and document the relevant interests and assess the impact on individuals.

Cookies and Online Tracking

Hamlet Hotels websites may use cookies and similar technologies to operate websites, support booking journeys, remember preferences, measure performance and, where permitted, support advertising.

A cookie is a small data file stored on a device by a website. Similar technologies may include pixels, tags, scripts, local storage and other online identifiers.

1. Types of cookies and technologies

Depending on the technologies actually deployed, these may include:

• Strictly necessary cookies: Used for essential website functions, security, navigation or booking processes.
• Preference cookies: Used to remember choices and settings.
• Analytics cookies: Used to understand website traffic, visitor behaviour and website performance.
• Advertising and measurement technologies: Used, where permitted, to measure campaign effectiveness, limit repeated advertising or support relevant advertising.
• Third-party technologies: Used by external providers whose services are integrated into a website.
• Session and persistent cookies: Session cookies generally expire when a browsing session ends; persistent cookies remain until they expire or are removed.

2. Analytics, advertising and website interaction tools

Where implemented, analytics and advertising tools may collect information about page visits, referral sources, clicks, booking journeys, campaign interactions and other website activity.

Certain website interaction or session-recording tools can record mouse movements, clicks, scrolling or form interactions. These tools must be configured appropriately to avoid collecting unnecessary or sensitive information and used in accordance with applicable law and the individual's consent choices.

Hamlet Hotels should identify the specific technologies in use and ensure that the cookie banner and cookie policy accurately describe them.

3. Cookie choices

Where consent is required, non-essential cookies and similar technologies should not be activated before the individual gives the required consent. Individuals should be able to review or change their cookie preferences through the website's cookie settings, where available.

Browser settings may also allow individuals to block or delete cookies. Blocking certain cookies may affect the availability or functionality of some website features, including booking functions.

A browser's “Do Not Track” setting may not be recognised by every technology or service. Individuals should use the website's cookie controls to manage preferences where those controls are provided.

Sharing Personal Information

Hamlet Hotels may share personal information where necessary for the purposes described in this policy, where a lawful basis exists and subject to appropriate safeguards.

Recipients may include the following categories.

1. Relevant hotels, restaurants, bars and participating properties

Information may be shared with the property responsible for fulfilling a reservation, delivering an event, providing a service or responding to an enquiry.

Where a booking or marketing arrangement involves multiple participating properties, information may be shared within the stated scope of that arrangement and in accordance with applicable law.

Sharing information with another property does not automatically mean that the other property may use it for unrestricted marketing.

2. Booking platforms and travel intermediaries

Information may be shared with online travel agents, reservation systems, booking engines, channel managers, event-booking platforms and other intermediaries involved in arranging or managing a booking.

Those providers may process information under their own privacy policies or contractual arrangements. Individuals should review the relevant provider's privacy information where the booking is made through a third-party platform.

3. Service providers and processors

Hamlet Hotels may use third-party providers for services such as:

• Website hosting, maintenance and security.
• Reservation and property-management systems.
• Payment processing and accounting.
• Customer relationship management and email delivery.
• Marketing, analytics and advertising measurement.
• Customer service, surveys and feedback.
• IT support, cloud storage and business administration.

Where a provider processes personal information on behalf of Hamlet Hotels, appropriate contractual and security arrangements should be in place.

4. Marketing and advertising partners

Personal information or online identifiers may be shared with marketing, analytics or advertising providers where necessary for permitted activities, such as campaign measurement or audience management.

Where information is shared with an independent organisation for its own marketing purposes, or where a particular disclosure requires consent, the relevant arrangements and choices will be explained at the point of collection or in the relevant privacy information.

5. Competitions, promotions and event partners

Where a competition, promotion or event is run with a third party, relevant information may be shared to administer the activity, verify eligibility, contact participants or deliver a prize. Additional sharing for marketing will take place only where appropriately disclosed and permitted.

6. Reviews and public content

If an individual posts a public review, comment, photograph or other content on a third-party platform, that content may be visible to others in accordance with the platform's settings and terms. Hamlet Hotels does not control the privacy practices of those platforms.

7. Legal, safety and business transactions

Information may be disclosed where reasonably necessary to comply with a legal obligation, respond to a lawful request, protect the rights or safety of individuals, investigate suspected fraud or unlawful activity, establish or defend legal claims, or protect the business and its property.

Personal information may also be transferred as part of a proposed or completed sale, restructuring, merger or transfer of a business or assets, subject to applicable legal requirements and appropriate safeguards.

8. Other disclosures

Information may be shared for another purpose where the individual has been informed and has provided consent where required, or where another lawful basis permits the disclosure.

Third-Party Websites and Services

Hamlet Hotels websites and communications may contain links to third-party websites, booking platforms, social media services or other external tools.

When an individual visits a third-party website or submits information directly to an external provider, that provider's privacy policy and terms may apply to the information it collects.

Hamlet Hotels is not responsible for the privacy, security or data-handling practices of independent third parties outside its control. Individuals should review the relevant provider's privacy information before submitting personal information.

Third-party services embedded in Hamlet Hotels websites may also collect information about interactions with the website, subject to their configuration and applicable consent requirements.

International Transfers

Some service providers or technology platforms may process or access personal information outside the United Kingdom.

Where personal information is transferred to a country or organisation outside the UK and the transfer is subject to UK international transfer rules, Hamlet Hotels will ensure that an applicable transfer mechanism or other lawful exception is in place. Depending on the circumstances, this may include UK adequacy regulations, appropriate safeguards such as an International Data Transfer Agreement or the UK Addendum to Standard Contractual Clauses, or another permitted mechanism.

Individuals may contact Hamlet Hotels for further information about relevant international transfers and the safeguards applied, subject to applicable law.

The countries to which information may be transferred and the applicable safeguards depend on the providers and systems actually used. These details should be confirmed before this policy is published.

How Long Personal Information Is Retained

Hamlet Hotels retains personal information only for as long as reasonably necessary for the purposes for which it was collected, including to provide services, manage bookings, maintain business records, comply with legal obligations, resolve disputes and establish or defend legal claims.

Retention periods may vary according to the type of information, the relevant property, the purpose of processing and any applicable legal requirements.

For example:

• Reservation and guest records may be retained for booking administration, customer support, accounting and legal purposes.
• Financial and transaction records may be retained for applicable accounting, tax and legal periods.
• Customer service and complaint records may be retained while an issue is being handled and for an appropriate period afterwards.
• Marketing records may be retained while a subscription remains active, together with limited records needed to demonstrate consent or respect an opt-out.
• Website logs, analytics information, CCTV footage and security records may be retained according to the relevant system's purpose, security requirements and retention schedule.
• Recruitment information may be retained for the period needed to administer recruitment and meet applicable legal requirements.

When personal information is no longer required, Hamlet Hotels will take appropriate steps to delete it, anonymise it or securely dispose of it, subject to any legal, technical or operational requirements.

Specific retention periods should be documented and verified for each relevant system before publication. The retention periods used by Best Western are not automatically applicable to Hamlet Hotels.

Security of Personal Information

Hamlet Hotels takes reasonable technical and organisational measures intended to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

Depending on the systems and risks involved, safeguards may include access controls, restricted permissions, secure system configurations, staff guidance, provider security requirements and appropriate backup and recovery arrangements.

No method of transmitting information over the internet or storing information electronically can be guaranteed to be completely secure. Hamlet Hotels therefore cannot guarantee absolute security.

Where a personal data breach occurs, Hamlet Hotels will assess and respond to it in accordance with applicable legal requirements, including notifying the Information Commissioner's Office or affected individuals where required.

Individuals who believe that an account, booking or communication has been accessed without authorisation should contact the relevant provider or Hamlet Hotels promptly.

Individual Choices and Preferences

Individuals may exercise the following choices, subject to applicable law.

1. Marketing preferences

Individuals can unsubscribe from marketing emails using the link provided in the email or contact marketing@hamlethotels.com

2. Access and correction

Individuals may request access to their personal information and ask for inaccurate or incomplete information to be corrected.

3. Deletion

Individuals may request deletion of personal information. Deletion is not absolute: Hamlet Hotels may need to retain certain information to comply with legal obligations, maintain required records, resolve disputes or establish, exercise or defend legal claims.

4. Restriction and objection

In certain circumstances, individuals may request restriction of processing or object to processing based on legitimate interests. Individuals have an absolute right to object to the use of their personal information for direct marketing.

5. Withdrawal of consent

Where processing is based on consent, individuals may withdraw that consent at any time. Withdrawal does not affect processing lawfully carried out before the withdrawal.

6. Cookie and advertising preferences

Individuals may manage non-essential cookie choices through the website's cookie settings, where available, and through their browser settings. Opting out of certain tracking may need to be repeated if the individual changes browsers, devices or cookie settings.

Requests can be made using the privacy contact details in Section 2. Hamlet Hotels may need to verify an individual's identity before acting on a request.

Data Protection Rights

Under the UK GDPR and applicable data protection law, individuals may have the right to:

• Be informed about the collection and use of their personal information.
• Request access to their personal information.
• Request correction of inaccurate or incomplete information.
• Request erasure in certain circumstances.
• Request restriction of processing in certain circumstances.
• Receive certain personal information in a portable format and request its transfer to another controller where the legal requirements are met.
• Object to processing in certain circumstances, including direct marketing.
• Withdraw consent where processing is based on consent.
• Not be subject to certain decisions based solely on automated processing where the relevant legal conditions and safeguards apply.
• Complain to the Information Commissioner's Office (ICO).

These rights are subject to legal conditions and exceptions. They do not apply in every circumstance, and Hamlet Hotels may need to refuse or limit a request where the law permits or requires it.

Requests should be directed to the privacy contact listed in Section 2.

Further information is available from the UK Information Commissioner's Office at https://ico.org.uk/.

Individuals who are dissatisfied with how their personal information has been handled may contact Hamlet Hotels first. They also have the right to raise a concern or complaint with the ICO.

Children's Privacy

Hamlet Hotels services are generally directed towards adults making accommodation, restaurant, event or other service arrangements. Personal information relating to children may be collected where necessary for a family reservation, event or other legitimate service requirement.

Where children's information is collected, it should be limited to what is reasonably necessary for the relevant purpose and handled with appropriate care. Information about a child should not be used for direct marketing to the child unless the relevant legal requirements are satisfied.

Where consent is required for an online service offered directly to a child, the applicable age and parental authorisation requirements will be followed.

Automated Decision-Making and Profiling

Hamlet Hotels may use analytics or marketing tools to understand service usage, measure campaign performance or help present relevant information, where lawful.

Hamlet Hotels does not intend to make decisions producing legal or similarly significant effects on individuals solely through automated processing unless the applicable legal requirements and safeguards are met.

If such processing is introduced, the relevant privacy information will be updated to explain the processing, its significance and the rights available to affected individuals.

Changes to This Privacy Policy

Hamlet Hotels may update this Privacy Policy to reflect changes to its services, properties, technology, data-processing practices or legal requirements.

The latest version will be published on the relevant Hamlet Hotels website, with the updated date shown at the beginning of the policy. Where required by law, individuals will be given additional information or notified of material changes.

Contact and Complaints

For questions about this Privacy Policy, requests relating to personal information or concerns about how information is handled, contact:

Hamlet Hotels

• Privacy email: privacy@hamlethotels.com
• Marketing preferences: marketing@hamlethotels.com
• Postal address:71-75 Shelton St, London WC2H 9JQ, United Kingdom
• Please avoid sending full payment card details, passwords or other unnecessary sensitive information by ordinary email.

Individuals who remain dissatisfied may contact the Information Commissioner's Office at https://ico.org.uk/ for guidance on their data protection rights and how to raise a complaint.