Website, Cookies & Privacy Policies - Our Contract Promise
The information detailed on this website is for general information purposes only.
A.B. Hotels (Five Lakes) Ltd T/a The Spa at Potters Resorts Five Lakes has made all reasonable efforts to ensure that all information provided through the The Spa at Potters Resorts Five Lakes’ website and associated brands published on the internet is accurate at the time of inclusion. However, there may be inadvertent and occasional errors, including typographical errors for which we apologise. The Spa at Potters Resorts Five Lakes is in no way liable for any consequences resulting from incorrect or misleading information. Information may also be updated or changed at any time without notice. The information made available on this website by The Spa at Potters Resorts Five Lakes does not form part of any contract.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
Please read our Privacy and Contract Promise information carefully as it sets out how A.B. Hotels (Five Lakes) Ltd T/a The Spa at Potters Resorts Five Lakes and the brands in its group use your personal information. If you have any questions about this privacy notice or do not agree with it, please contact us by email: email@example.com
We may change this privacy notice from time to time by updating this page. You should check this page from time to time to ensure you are happy with any changes.
What does this policy apply to?
This policy covers all information we hold about you, however we obtain it. We collect information at different points during our relationship with you for example, when you browse our website, when you book a spa day or treatment at The Spa at Potters Resorts Five Lakes, and if you sign up to our marketing communications and/or enter competitions.
What information do we collect and why?
We collect different information depending on what you want to do and how you interact with us. We need to tell you what we use your information for and the legal grounds we have to use it.
When you do this: Request a BrochureThe information collected is: If you request a brochure we will collect your full name, address, email details and phone number (optional).The information is used for: Sending a brochure to you and following this up with relevant communications regarding your interest in potentially using our services at The Spa at Potters Resorts Five Lakes.Our Legal Grounds for collecting information are: Legitimate interests of The Spa at Potters Resorts Five Lakes. You have the right to withdraw your consent at any time. Where consent is the only legal basis for processing, we will cease to process data after consent is withdrawn.
When you do this: Enter a competitionThe information collected is: If you enter a competition with us we will collect your name, email address and contact details.The information is used for: Administration of the competition and to contact you if you have been successful.Our Legal Grounds for collecting information are: Legitimate interests of The Spa at Potters Resorts Five Lakes in running competitions and other promotions.
When you do this: Enter a competition and consent to receive marketingThe information collected is: If you enter a competition with us we will collect your name, email address and contact detailsThe information is used for: Sending direct marketing communications to you.Our Legal Grounds for collecting information are: Consent. You have the right to withdraw your consent at any time. Where consent is the only legal basis for processing, we will cease to process data after consent is withdrawn.
When you do this: Sign up to a newsletter and/or marketing communicationThe information collected is: If you request marketing communications we will as a minimum collect your full name and email address.The information is used for: Sending direct marketing communications to you.Our Legal Grounds for collecting information are: Consent. You have the right to withdraw your consent at any time. Where consent is the only legal basis for processing, we will cease to process data after consent is withdrawn.
When you do this: Book a Spa Day or TreatmentThe information collected is: If you book a spa day or treatment we will need the following information as a minimum: full name, email address, address, gender, phone number and financial details for payment.The information is used for: Administration of the spa day or treatment and to contact you if it has to be cancelled for any reason.Our Legal Grounds for collecting information are: Performance of a Contract. To allow us to complete the performance of our contract with you we require you to provide the stated information.
Information collected while you are on the premisesWhen you do this: Security measures whilst at The Spa at Potters Resorts Five LakesThe information collected is: CCTV is in place across the premises to monitor and maintain safety of all. Body worn cameras may be used by our security team to capture images and audio in response to certain incidents in accordance with our Body Worn Camera Policy.The information is used for: We use CCTV footage to assist in monitoring and maintaining safety within The Spa at Potters Resorts Five Lakes. Where necessary this footage may also be shared with the authorities for law enforcement purposes. Our security team will inform you before turning on their body worn cameras.Our Legal Grounds for collecting information are: Legitimate interests of The Spa at Potters Resorts Five Lakes to ensure the safety of guests and employees, and to assist with law enforcement. This footage may also be used to exercise and defend our legal rights.
When you do this: Require Medical AssistanceThe information collected is: If you require medical assistance whilst on Resort the following information is collected, as a minimum: name; address; accommodation details; and nature of the medical condition or injury.The information is used for: This will be recorded into our central medical systems and retained in accordance with our retention policy. It is required by law to register a record of attendance by a medical professional.Our Legal Grounds for collecting information are: Required by law and in order to exercise and defend our legal rights.
When you do this: On Resort incidentsThe information collected is: Records of accidents and treatments received.The information is used for: We are required by law to keep a record of accidents and treatments. The information is also used in case there is a claim about the cause of the accident and/or the treatments received.Our Legal Grounds for collecting information are: Required by law and in order to exercise and defend our legal rights.
Information collected at anytimeWhen you do this: Contacting The Spa at Potters Resorts Five LakesThe information collected is: If you ring our Spa Team to make an enquiry about a spa day or treatment, the following information is collected, as a minimum: name; address / Email address; and nature of the enquiry.The information is used for: This information is used to resolve the enquiry. This will be recorded into the relevant recording systems. The information is also used in case the individual decides they would like to book a spa day or treatment. The information will also be used to enable us to learn and continually improve the quality of the service or products we provide.Our Legal Grounds for collecting information are: The legitimate interests of The Spa at Potters Resorts Five Lakes to provide customer services and provide you with an appropriate response to your query. We may also use this information in order to exercise and defend our legal rights.
When you do this: Apply for a jobThe information collected is: If you apply for a Job at Potters Resorts or with any of our associated brands and companies the following information is collected, as a minimum: name; address / Email address; your CV or similar document; other sensitive and personal information and details of the role applied for.The information is used for: This information is used to assess a job applicant’s suitability for a specified advertised role, or when an individual is enquiring for opportunities on a more general basis.Our Legal Grounds for collecting information are: The legitimate interests of The Spa at Potters Resorts Five Lakes to decide whether to appoint an applicant and provide them with an appropriate response to their application. We may also use this information in order to exercise and defend our legal rights.
Building profiles and targeting communications
We use profiling and screening techniques to ensure that the communications and offers we send you are personalised, relevant and timely. We do this because it allows us to understand your background and the background of our guests and enables us to improve your The Spa at Potters Resorts Five Lakes experience. We also do this so that we can communicate with you in the way that suits you best and to help ensure that you only receive communications and offers that are likely to be of interest to you.
As part of our profiling activities, we will take into account factors such as geographic, demographic and other information relating to you so that we can better understand your interests and preferences. To do this we may use additional information from third party sources when it is available. Such information is compiled using publicly available records.
Where The Spa at Potters Resorts Five Lakes’ legal ground for processing is legitimate interests, you have a right to object to The Spa at Potters Resorts Five Lakes’ use of this information. If you want to object, please contact us at firstname.lastname@example.org
Notification of changes to these policies
If we decide to change our Web or Privacy Policies, we will post these changes on this website so you know what information we collect and how we use it. If at any point we decide to use personally identifiable information in a manner different from that stated at the time it was collected, we will tell you. You will have a choice as to whether or not we use your information in this different manner.
We want to make sure we're giving you the information about privacy and security that you want - let us know what you think. If you have any feedback, questions or concerns, please contact us.
We use the information submitted on this site to deliver products and services (i.e. brochures), communicate with you about services and promotional offers, update our records and generally maintain your details.
Our sites use a number of different cookies. Please read on for an explanation of the cookies that we use and why we use them.
What is a cookie?
A cookie is a small text file that may be placed on your device when you visit our sites. When you next visit our sites, the cookie allows us to distinguish you from other users.
Persistent cookies: Persistent cookies remain on your device until deleted manually or automatically.
Session cookies: Session cookies remain on your device until you close your browser when they are automatically deleted.
Essential cookies: Essential cookies are technical cookies that are required for the operation of our sites. Without essential cookies our sites can't operate properly and your on-line experience will be greatly diminished. Some or all of our websites may not work at all. Essential cookies include, for example, cookies that enable you to save information in the quotation stage when using this site.
Performance cookies: Performance cookies allow us to recognise and count the number of visitors to our sites and to see how visitors move around them. This is important information as it helps us to improve the way our sites work by enabling us to tailor our sites to the way visitors use them. The information we collect from performance cookies is gathered as a "group statistic" e.g. 4,000 people viewed the spa days page in April, rather than Mrs Smith viewed the spa days page in April. In short, we cannot identify you from performance cookies.
Cookie - Google Analytics
Name: _ga, _gid, _gat, AMP_TOKEN, _gac_, _gcl_
Cookie - SegmetricsExperience cookies: Experience cookies allow our sites to remember the choices you make. Our sites use experience cookies to provide you with enhanced and personalised features. For example, we use information collected through what are known as "web-analytic" cookies to compare the choices you make to those of our other customers so that we can learn from those choices and thus make the web experience more relevant in the future. Information collected by experience cookies cannot track your browsing activity when you leave our sites to browse other sites so we will not be able to ascertain what other sites you are looking at.Marketing cookies: Marketing cookies record your visits to our sites, the pages you have visited and the links you have followed. We use this information to make our sites and the features and links displayed on them more relevant to visitor demand.
Name: _seg_uid, _seg_uid_3657, _seg_visitor_3657
Cookie - Facebook Pixel
Name: act, c_user, datr, fr, pl, presence, sb, wd, xs
More information: Facebook Cookies Policy
Cookie - Bing Universal Tracking
Name: MUID, MUIDB, SRCHD, SRCHUID, SRCHUSR
More information: Bing Cookies Policy
Cookie - ActiveCampaign
More information: ActiveCampaign Cookies Policy
Our Contract Promise
If you have given us your consent to receive marketing communications by email, are a customer of ours, or you have previously asked us for information about our spa days and treatment, we may also send you this information by email. However, in every marketing email message we send you, we will give you the opportunity to unsubscribe from our mailings altogether.
We also use your personal information to tailor the marketing communications we send to you. For example, we track your treatments history with us in terms of the times and periods you choose in order to build a picture of the things you like and dislike. This enables us to provide you with a more personalised service and give you information about offers and activities which are more likely to be of interest to you (this is defined as ‘profiling’ under the Data Protection regulations).
We do not give your personal information to external organisations.
If at any time you do not want your information used for direct marketing purposes or if you decide that you no longer wish to receive marketing communications from us, please contact our Spa Team on 01621 862324. Alternatively, you can unsubscribe at any time by clicking on the link and following the instructions printed on all of our emails and letters. Please note that if you have a forthcoming booking we will still send you service related communications, even if you have unsubscribed from marketing communications, as this is important information you will require for your spa day or treatment.
Your Right of Erasure
The right of erasure, also known as ‘the right to be forgotten’, enables any individual under GDPR to request the deletion or removal of personal data where there is no compelling reason for its continued processing.
To request the removal of the personal information that we hold about you, please complete the Right Of Erasure Form and send to us at Potters Resorts, Data Protection Department, Coast Road, Hopton on Sea, Norfolk, NR31 9BX or email us at email@example.com
In all circumstances, we will ask you for proof of identity to ensure that the information requested relates to you, the data subject.
Who do we share ths infomation with?
Our group. Your personal information may be shared with other brands within Potters Leisure Limited and A.B. Hotels (Five Lakes) Ltd because we operate centralised systems.
In some circumstances, we may have to disclose your personal information by law, because a court or the police or other law enforcement agency has requested it using the appropriate channels.
Our suppliers and research partners. We may share your personal information with our suppliers, which covers companies from IT services, companies operating activities, property managers, and external marketing and communications companies. They only use the information to provide their services to us and we only give them the information that they actually need. We always keep control of your data and our suppliers must act in accordance with our instructions. Some of our suppliers may be based in countries outside of Europe, which may have lower standards of protection for personal data than the UK. We require them to keep it securely, either as Potters Leisure Limited and AB Hotels (Five Lakes) Ltd would keep it, or in accordance with recognised industry standards.
We will only ever share your personal information with our carefully selected research partners and in a manner which does not personally identify you as an individual or which allows our research partner to identify you as an individual. We do this with social media partners, such as Facebook, Instagram and Google to participate in their Custom Audience and/or Lookalike Audience programs so that you can receive targeted ads from us when you use the social media site or search engine, and so that other users of the site who share similar interests to you can also receive targeted ads from us. We may provide your email address or phone number for this purpose.
The following are companies who we share limited but necessary information with. For marketing purposes: Active Campaign, Facebook, Twitter, SumoMe, Text Local, Tripadvisor; For technical, customer support & marketing purposes: Google, Cavalier, Catalink, Customer Happiness Score, Crisp, Slack, Zapier; For booking purposes: Revspa.
If you want to know more about how we keep your data secure when it is transferred internationally, please contact us using firstname.lastname@example.org
How long do we keep your information?
We only hold your personal information for as long as is necessary to provide services to you unless there is a requirement to hold that information for a longer period – for example our insurers require us to hold certain information for certain periods of time, or we may have been subject to a statutory obligation to keep hold of your information.
If there is a possibility that you may have a legal claim against us, for example if you have had an accident, or have made a complaint about a spa day or treatment with us, then we will hold your information for the duration of any statutory limitation period associated with such legal claims.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect, including locked cabinets, data encryption and electronic password protection.
If at any point you suspect or become aware of a security incident (i.e. you receive suspicious communication from someone holding themselves out to be a The Spa at Potters Resorts Five Lakes employee or from a dupe website claiming to be affiliated with The Spa at Potters Resorts Five Lakes), please forward the communication to us or report the incident by email to email@example.com or in writing to Potters Resorts, Data Protection Department, Coast Road, Hopton on Sea, Norfolk, NR31 9BX as soon as possible. If you have been the victim of a fraudulent transaction please always contact the police and/or your bank in the first instance to ensure your own finances are secure.
How do I get copies of your infomation?
To request details of the personal information that we hold about you, please complete the Subject Access Request Form and send to us at Potters Resorts, Data Protection Department, Coast Road, Hopton on Sea, Norfolk, NR31 9BX or email us at firstname.lastname@example.org or call us on 0333 3207 418. In all circumstances, we will ask you for proof of identity to ensure that the information requested relates to you, the data subject.
Ammending your infomation
If your details change, or if you think any information we have about you is wrong or incomplete, please correct it in your account on our website, or email us on email@example.com or call our Spa Team on 01621 862324. We will correct or update any information as soon as we can.
Complaints to the regulator
If you do not think that we have processed your data in accordance with this notice, please contact us by email at firstname.lastname@example.org
If you are not satisfied with our response, you can refer the matter to the Information Commissioner's Office. Information about how to do this is available on their website at www.ico.org.uk