Your privacy and the confidentiality of your personal details are important to us.
The information below is intended to give you a clear idea of the way in which we collect, handle and use your personal information.
Information we collect about you
We collect information about you when you make a booking using our website or contact us by telephone to make a booking or to initiate an enquiry about a booking. We also collect information when you register your details with us in order to receive communications about special offers and promotions from us; when you enter a competition on our website, via mobile or by post; when you leave feedback regarding your stay at one of our hotels; or when you complete a survey. Any information you may provide to us using an enquiry form on the Frensham Pond Country House Hotel & Spa website is used only for the purpose of fulfilling that enquiry.
How your information is used
Making a reservation: in order to make and guarantee a hotel reservation you will need to provide us with specific personal details. Your details will be used for the purpose of handling that reservation and will be provided to the hotel in which you are staying. The information we collect will include your name, email address, postal address, telephone number and credit/debit card details. Sensitive financial details such as credit/debit card details are not passed on to the hotel.
When making a reservation on the website you will be transferred to a secure (SSL) server in order to provide credit or debit card information. When you are transferred to this secure server you will see a padlock icon in the bottom corner of your browser window and the URL of the page you are viewing will begin with 'https'. Any information you provide while you are within this secure environment is encrypted and cannot be read by a third party.
When making a reservation by telephone, your details will be entered into a booking system which is also hosted in a secure environment. Please note that, from time to time, calls to our Reservations team may be recorded in order to improve the service offered to our customers and for training purposes only.
When you make a reservation we will use your email address for the purpose of fulfilling that reservation. This will include sending you an email to confirm your reservation and may include additional communication should we need to contact you regarding specific requirements or a cancellation.
Electronic mail: from time to time we may send you promotional communications by electronic mail that we think will be of interest to you, using the contact details you have provided to us. Occasionally, we will also communicate with people that have registered on third party websites and have specifically requested to receive further information about Frensham Pond Country House Hotel & Spa. These communications may include contact by email and/or SMS (text). These communications will only be sent by Frensham Pond Country House Hotel & Spa and will relate to promotions, hotels and services that Frensham Pond Country House Hotel & Spa offers to its customers. Should you wish to opt-out from receiving these communications from Frensham Pond Country House Hotel & Spa, you can do so at any time. An unsubscribe link is provided at the bottom of every email communicatiion. To unsubscribe from receiving communications by SMS, you can text 'STOP' to the short code/number provided within the message. Alternatively, you can unsubscribe by sending an email to: email@example.com or by writing to Frensham Pond Country House Hotel & Spa, Farnham, Surrey GU10 2QD. Opt-out requests will be dealt with as promptly as possible.
Feedback: in order to monitor, maintain and improve the quality of our hotels and our services, we may contact you following your stay at Frensham Pond Country House Hotel & Spa in order to request feedback relating to your stay. In order to do this we may share information with a designated third party, working on our behalf, so that feedback can be gathered and collated. Any information shared in this way will be used only for the purpose of obtaining feedback relating to that specific hotel stay. Any feedback you provide will appear as anonymous if it is published on our website.
Third parties: We do not share, sell, exchange or trade your personal information to or with third parties for marketing purposes.
Accessing your information
You have the right to request a copy of the information that we hold about you. If you wish to obtain a copy of some or all of your personal information, please write to us at the following address: Frensham Pond Country House Hotel & Spa, Farnham, Surrey GU10 2QD. A small charge may be made for providing this service.
Security of sensitive your financial information
Sensitive financial information provided to us when making a booking via the website or by telephone is passed securely and only to a designated, Level 1, PCI compliant Payment Service Provider (PSP) for the purpose of making/fulfilling your booking. Sensitive financial information is never shared by Frensham Pond Country House Hotel & Spa.
Your personal anonymity is maintained when browsing the Frensham Pond Country House Hotel & Spa website. If we have provided you with a specific password, we may be able to identify you by the information you may have provided in exchange for your password. However, we do not link your password to your activity on our website and do not gather information about you without your permission.
Third party websites