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Privacy Policy


We understand that making purchases online involves a great deal of trust on your part; we take this trust very seriously. This Privacy Statement describes the ways in which we will use the data you provide through the website ("our website"), which is owned by Crerar Hotel Group, trading as ("we" or "us"). Please note that this Privacy Statement is an integral part of our website and the services offered to you. It cannot, in any way, be separated from the Terms and Conditions of Use or from the membership, usage or transaction process. By providing information through this site and/or by establishing an account with us, you indicate your acceptance of the practices described in this Privacy Statement.

This Privacy Statement addresses:

  • What information we collect online from you.
  • How we use the information.
  • With whom we may share the information.
  • What choices are available regarding collection, use and distribution of the information.
  • What types of security procedures are in place to help protect the loss, misuse or alteration of the information under our control.
  • How you can correct any inaccuracies in their personally identifiable information.
  • How we notify you of material changes to this Privacy Statement.
  • When the Privacy Statement became effective.


Reservation Orders

When you book a reservation through our website, we ask you to provide personally identifiable information. This information includes: your first and last name, email address, phone number, post code and payment information. We use this information to process and book your reservation and to notify you of your reservation status by email. When you return to the site, we will ask for your email address and password to enable you to access your reservation information.

We also ask you for personally identifiable information about other people for whom you are booking reservations. You should obtain permission from these individuals to provide us with their information. We use this information to reserve the room with the hotel or other accommodation, and, if you so request, to send each person an email notification of the reservation.

Surveys & Contests

From time-to-time, we may request information from you through surveys or contests. Participation in these surveys or contests is completely voluntary and you therefore have a choice as to whether or not to provide this information. The requested information typically includes contact information (such as name and mailing address), and demographic information (such as postcode). Contact information will be used to notify the winners and award prizes.

Survey information will be used for purposes of monitoring or improving the use and satisfaction of our website. Although we may use a service provider to conduct these surveys or contests, as we note in the section on "Information Sharing," these service providers may not use your personally identifiable information for any secondary purpose.

Information From Other Sources

We may receive information about you from third-party sources and add it to your account information. This information may include: updated delivery and address information from third parties, which we use to correct our records and facilitate proper delivery of our services and communications; and credit history information from credit bureaux, which we use to help prevent and detect fraud.


Special Offers and Updates

The commitment of is to excellent customer service, particularly those users of this website and we respect your rights to individual privacy. Under the General Data Protection Regulation (GDPR) (EU) 2016/679, we must comply with certain requirements which are designed to ensure that any data you provide to us is processed with due care and attention.

You will only receive marketing messages from us via email if you are on our e-database, or if you specifically opt-in to join our e-database from May 25th 2018, compliant with new GDPR law. Every marketing email you receive will have a link to unsubscribe from the database.

Regarding postal communication, the same applies. Unless you are on our postal marketing database, we will only use the personal information you give us for business reasons and communication.

On rare occasions, it is necessary to send out service-related announcements. For instance, if our service is temporarily suspended for maintenance, we might send you an email to inform you of a booking cancellation, which is a business reason for contacting you as opposed to a marketing reason.

Outwith marketing purposes, we will only hold your personal information for as long as necessary to fulfil the purposes we collected it for which includes legal, accounting or reporting requirements. We limit this at five years to meet these requirements, and following this time frame we securely delete or destroy this information.

Customer Service

We communicate with you on a regular basis to provide requested services. This may include responding through email, fax or phone, in accordance with your wishes. We provide you with the opportunity to opt-out of having their information used by to send promotional communications. If you no longer wish to receive our newsletter and promotional communications, you may opt-out of receiving these communications following "unsubscribe" instructions given in the emails you receive, or by contacting our customer services.

Information Sharing

Legal Disclaimer

Although we make every effort to preserve your privacy, we may be required by law to disclose information you have provided in obtaining our travel products or services. We may also disclose information against someone who poses a threat to our interests (such as customer fraud) or whose activities could damage or bring harm to others. In addition, it may be necessary for us to provide customer information to third parties, such as credit card companies, for the purpose of resolving disputes that arise in the normal course of business. In all of these instances, your information will never be shared or used with the purpose of marketing communication.

Aggregate Information (non-personally identifiable)

We share aggregated demographic information with our business partners and advertisers. This is not linked to any personally identifiable information.

Authorised Service Providers

We share your personally identifiable information with authorised service providers that perform certain functions or services on our behalf. For example, we use an outside a credit card processing company and bank cheque processing company to bill you for goods and services. We also rely on service providers to fulfil orders, deliver packages, perform business and sales analysis, and provide marketing assistance. These companies do not have any independent right to share, store, or use the personally identifiable information we provide for any secondary purpose. We also may contract with reputable third parties to facilitate the distribution of survey, promotion, or sweepstakes programs. Upon completion of these projects, all information is returned to us. Finally, we will occasionally share aggregated information with our service providers. This information does not contain any personally identifiable information and is used to develop featured programs and content that will be of interest to our members and our website visitors.


We provide information about travel either reserved or purchased on our website to the suppliers who will fulfil your travel reservation. Although we offer travel products from hotel and other suppliers that are reputable companies, we have not placed limitations on these suppliers from using or disclosing your information without your permission. Therefore, we encourage you to review the information privacy practices of any travel suppliers whose products you purchase on our website. Upon check-in at your chosen hotel, your data is stored within the hotel's network and then becomes the responsibility of the hotel, who will now handle your personal data in line with GDPR legislation. In addition, these travel suppliers may also contact you as necessary to obtain additional information about your confirmed reservation.

Live Chat

We use live chat software on our website, this is provided by Click4Assistance, a 3rd party UK based Software Company. Information regarding how the data is processed and stored can be viewed here.

Affiliated/Referring Websites

If you were referred to our website from another website, we may share personally identifiable information about you with the referring website to better understand the use of our website. Although we believe that the website companies from which you were referred to us are reputable companies, we have not placed limitations on the referring websites companies from using or disclosing your information without your permission. Therefore, we encourage you to review the information privacy practices of any website that referred you to our website.

Affiliated Companies

We may share some of your personally identifiable information with affiliated companies around the world that are committed to providing you with a comprehensive array of travel packages and services to meet your travel needs. Sharing this information allows us to better understand the ways in which our various product and service offerings can assist travellers. To the extent that our subsidiaries and sister companies have access to your information, they will treat it at least as protectively as they treat information they obtain from their other customers.

Business Transfers

As we continue to look for ways to better serve our customers, we may sell subsidiaries or business units. We also may be acquired by or merged with another company. In such instances, customer information may be one of the transferred business assets.


Please be aware that our website contains links that lead to other sites. These sites may collect personally identifiable information from you. This Privacy Statement does not cover the information collection practices or policies of such websites.

Information Security

We take steps to help protect the personally identifiable information you provide to us. For example, we use leading encryption technology to encrypt credit card numbers. We also restrict access to personally identifiable information to those employees who need the information to perform a specific job (for example, our billing clerk or a customer service representative). In addition, the servers that store personally identifiable information are contained in a locked facility. If you have any questions about the security of your information, please send an email to Customer Care.

Accessing Personally identifiable information

You can request access to, and update, the personally identifiable information we have collected about you. In order to exercise this right, you can e-mail our Customer Support at Customer Care or contact us by post at the contact information listed below. 

Privacy Statement Changes

If we change our privacy practices, we will modify this Privacy Statement, and its effective date, accordingly so that you will always know what information we gather, how we might use it, and to whom we may disclose it. We also will notify you of any material change to this Privacy Statement by placing a prominent notice on our website. We encourage you to periodically review this Statement to be informed of how we are protecting your information.

This Privacy Statement is effective as of 18/12/18.

If you have any questions or suggestions regarding our Privacy Statement, please contact us at:

Telephone: 08430 55 44 33


Postal Address:

1 Queen Charlotte Lane




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