As our valued guest ("You"), we value your commitment to our Redefine|BDL hotels.

Our first priority is to offer You exceptional stays at our hotels and we recognise that your privacy forms part of our commitment to our guests. Our Guest Privacy Policy is outlined below which describes how hotels operated by Redefine|BDL Hotels use your personal information in accordance with the Data Protection Act (1998).


Please read our Guest Privacy Policy carefully before providing us with any of your Personal Information ("PI"), i.e. any information collected and recorded in any format that identifies You personally, whether directly (e.g. name) or indirectly (e.g. phone number).

This Guest Privacy Policy is part of Redefine|BDL Hotels terms and conditions governing our hotel services. By accepting said terms and conditions, You expressly consent to this Guest Privacy Policy.
Redefine|BDL Hotels operated hotels may use PI provided by you for marketing purposes. If required by applicable law, You will be requested to give prior express consent to receive such marketing materials.


As a guest at a Redefine|BDL Hotels operated hotel, You may be asked, at various times, to provide PI about You and your family members, such as:

  • Contact information, e.g. name, telephone numbers, e-mail addresses, postal addresses
  • Other personal details: date of birth; nationality
  • Child Information: name, birth date and age
  • Credit card details (only in secure transactional related system)
  • Membership card numbers of any loyalty program
  • Your dates of arrival and departure from hotels
  • Your preferences and interests, e.g. smoking or non-smoking room, preferred location of room (low floor, high floor), type of bed, preferred newspaper, sports and cultural interests
  • Any questions/comments You may have during or after your stay in one of our hotels

We do not knowingly collect PI from children under the age of 18, except name, date of birth and nationality as provided directly by an adult on their behalf or with an adult's permission. If You believe your child has submitted PI directly to us, please contact us so that we can delete such PI.

We do not knowingly collect sensitive information such as racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health or sex life details.

Depending on the applicable law, other data than those listed above may be considered as sensitive data: leisure habits, personal activities and hobbies, cultural habits, smoker/ non-smoker status. However, we may need to collect such data which may be considered as sensitive, to satisfy your request or provide You with specific services such as specific diet or any accessible access facilities. In such case, if required by applicable law, we will ask You to expressly consent that we collect and process such sensitive information.


PI may be collected in certain circumstances including without limitation as follows:

  • Booking of a hotel room
  • Check in and check out
  • Consumption during a stay in a hotel as tracked through room charges
  • Claims, requests, and/or disputes
  • Participation in marketing programs
  • Registering with loyalty programs
  • Contribution to guests surveys and/or comments (e.g. "Guest Satisfaction Survey", "Contact us"; "Guests comments”)
  • Subscription to newsletters, to receive e-mail offers or promotions
  • Provision of information by third party service providers
  • Tour operators, travel agencies, GDS reservation systems
  • Connection to any Redefine|BDL Hotels websites (IP address, session cookies, and Google Universal Analytics)
  • Filling in of an online collection form (e.g. online bookings, questionnaire, forms)


We use PI for the following purposes:

  • To book and reserve hotel rooms and requested accommodation
  • To establish and maintain business records and comply with accounting requirements
  • For back office processing; including managing a list of undesirable guests, further to a non-payment, or to improper behaviour
  • To track consumption (telephone, bar, Internet, pay TV)
  • To access rooms
  • To process your PI in the Redefine|BDL Hotels Clients Relationship Management program
  • To better understand your needs and requests
  • To tailor our products and services to better suit your desires
  • To send You newsletters, promotions, and marketing material or contact you about tourism, hospitality or services, hotel promotions or about Redefine|BDL Hotels
  • To conduct surveys and analyse guests' questionnaires and comments and activity patterns
  • To manage guests' complaints
  • To let You benefit from our loyalty program
  • To secure and improve use of Internet websites
  • To improve website navigation
  • To implement security and fraud prevention means
  • To comply with local regulations (e.g. retention of business or accounting documents)


At Redefine|BDL Hotels, we wish to offer you the same level of service and hospitality across all our managed hotels. In order to achieve this, subject to your rights set forth below, we may share your PI with internal or external recipients in the following ways:

We may share your PI with any Redefine|BDL Hotels managed entity or authorised individuals who need to access your PI to provide You with the requested services or in the context of an action as a consequence of You providing such PI.

These authorized individuals include (but is not limited to):

  • RedefineIBDL Management LTD employees
  • Hotel reservation staff using Redefine|BDL Hotels reservation tools
  • Information technology staff and marketing department staff
  • Medical services
  • Legal Department staff
  • Any relevant individuals of any Redefine|BDL Hotels operated hotels’ legal entities for specific categories of data

We may share your PI with external third parties for providing You with the requested services and improving your stay with us.

Third party service providers may include (but is not limited to): IT subcontractors, commercial partners, local authorities, any authority which we are required by law to do so.


We may transfer your PI to recipients, internal or external, which may be located in countries with different levels of PI protection.

Therefore, in addition to the implementation of the present Guest Privacy Policy, Redefine|BDL Hotels implements appropriate measures, including contractual clauses, to secure transfer of your PI to any Redefine|BDL Hotels entity or external recipient located in a country with a level of protection different from the one existing in the country in which the PI is collected.


Redefine|BDL Hotels takes appropriate technical and organisational measures, in accordance with local law requirements, to protect your PI against accidental or unlawful destruction or accidental loss, alteration, unauthorised disclosure or access. To this end, we have implemented technical measures such as firewalls and organisational measures such as a login/efficient password, physical protection.

You may have to enter your credit card details to complete your reservations; in such event, Redefine|BDL Hotels uses Secure Socket Layer (SSL) technology to encrypt such PI.


We will store your PI only for the time necessary for the purposes stated in this Guest Privacy Policy, or as permitted or required by any applicable law.


You have the right to access, modify or delete Your PI at any time.

You can also object to the processing of your PI as described in this Guest Privacy Policy provided that You have legitimate reasons.

However, please note that if You object, we may in certain circumstances be unable to provide You with the service requested.

If You wish to exercise your rights on your PI held by a specific hotel, then You must contact the hotel directly.

To object to the processing of your PI for marketing purposes or if You encounter any problem when exercising your rights, You can contact the dedicated Guest Data Services department of the Redefine|BDL Hotels Group, contactable on +44 (0) 141 419 4567 or at Guest Data Services, Marketing Team, Redefine|BDL Hotels, 40 Brand Street, Glasgow, Scotland, United Kingdom, G51 1DG.
In the interests of protecting the privacy of all the Redefine|BDL Hotels’ guests, we will need to identify You properly prior to responding to your request. To this end, we may request a copy of a valid identification paper such as a current driver's license, identity card or passport.

If your PI is not accurate, complete or up to date, please provide Redefine|BDL with your request for correction at the contact details outlined above. Any requests for correction will be dealt with as soon as practicable or in compliance with applicable law.


We may amend this Guest Privacy Policy from time to time as indicated below. Therefore, we invite You to read this Guest Privacy Policy regularly and in any event when making a reservation in any Redefine|BDL Hotels managed hotels. This Guest Privacy Policy was last updated on June 2016.


The full name of our company is Redefine BDL Hotels UK Limited. We are registered in England under registration number 7399345. Our registered address is The Mille, 1000 Great West Road, Brentford, TW8 9DW. You can contact us by telephone on 0141 419 4567 asking for the marketing department. Our VAT number is 214 666 1 18.

If You have any questions about this Guest Privacy Policy or how Redefine|BDL Hotels processes your PI in general, please contact us at the dedicated Guest Data Services department of Redefine|BDL Hotels, contactable on +44 (0) 141 419 4567 or at Guest Data Services, Marketing Team, Redefine|BDL Hotels, 40 Brand Street, Glasgow, Scotland, United Kingdom, G51 1DG