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Privacy Policy
PRIVACY NOTICE - WILLOWBANK HOLIDAY PARK LIMITED
This privacy notice explains how we, Willowbank Holiday Park Limited, intend to collect and use information about you. For further information, please see our privacy policy at this address - www.willowbankcp.co.uk
Any update to our privacy notice can be found here and also displayed in the parks reception area.
1. Who we are
Willowbank Holiday Park Limited, Coastal Road, Ainsdale, Southport, Merseyside PR8 3ST (we, us or our). Under data protection law we are the 'data controller' of the personal information that we collect about you and as a data controller we have certain legal responsibilities concerning how we collect, use and share your personal information. We must inform you about this.
2. The information we collect
The types of personal information we collect from you include:a) Information you provide to us - personal information that you provide to us including your contact details (i.e. your name, email address, phone number and postal address) and your bank account details.
b) Our correspondence - if you contact us, we may keep a record of that correspondence;
c) Sales and services information - details of transactions that you make with us and details of the services we provide to you;
3. How we use your personal information
We may use your personal information in the following ways:a) to provide our services effectively to you - examples: to administer our services, including handling your requests, communicating with you (including about any offers or promotions); keeping up-to-date records about you and carrying out our obligations arising from any contracts entered into between you and us, to make payments to you and receive payments from you (where applicable).
b) to market to you - if you have not objected, to provide you with updates and offers about our products and services and the products or services of selected third party companies that we think may be of interest to you. (See paragraph 4, 'Transfers of personal information', below for further information). We may use your information for marketing our own services to you by post, phone and email and, where required by law, we will ask for your consent at the time we collect your data to conduct any of these types of marketing. We will provide an option to unsubscribe or opt-out of further communication on any electronic marketing communication sent to you or you may opt out by contacting us using the details in the 'Contact us' section of this privacy notice. If at any time you do not want us to contact you for marketing purposes, you can let us know by contacting us using these contact details.
4. Transfers of personal information
We may permit selected third party companies to use your personal information, for the purposes set out in the section 'How we may use your personal information' (above). These companies may use this information to contact you. Selected third parties will be subject to obligations to process your personal information in compliance with the same safeguards that we deploy.We work with carefully selected insurance intermediaries, who are regulated by the Financial Conduct Authority, to provide you with information about relevant insurance services. If we intend to pass your details to them we will inform you beforehand and give you an opportunity to object. If you tell us that you do not wish to have this information passed on we will respect your wishes.Where consented or legally permitted, both your Insurer and Us, may pass your personal information to other companies for processing on its behalf. Some of these companies may be based outside of the European Union, but in all cases we will ensure that it is kept securely and only used for the purposes for which you provided it. Details of the companies and countries involved can be provided to you on request using the contact details below in the 'Contact us' section of this privacy notice.We confirm that all personal information held by us about you will remain in (and will not be transferred outside of) the United Kingdom.
5. How long will we keep your personal information?
Where you have expressed an interest in our products or services / where we have collected your contact details for us to provide you with information about our services, we will keep your information for 5 years, or until you ask us to stop sending you such information.Where you have purchased a product or service from us, we will keep your personal information for so long as we are providing you with a service, plus for 7 years, to deal with any queries, complaints or legal claims you may have.
6. Legal grounds to process
The legal grounds we rely on to process your personal information are that processing is necessary for:a) our legitimate business interests or those of a third party and these interests are not overridden by your interests or fundamental rights and freedoms in relation to the protection of your personal information. Our legitimate business interests include enabling us to provide you with products, services and information about our products and services (marketing). Third party legitimate business interests include the promotion of insurance services to you so that we have sufficient insurance coverage at our site(s);
b) our performance of a contract made with you. This includes our providing you with products and services and our taking steps at your request towards, and in anticipation of, providing you with products and services;
c) our compliance with legal or regulatory obligations.
7. Your rights in relation to your personal information
If you have any questions in relation to our use of your personal information, you should first contact us using the contact in the 'Contact us' section of this privacy notice.Under certain conditions, you may have the right to request us to:(a) provide you with further details on the use we make of your personal information;
(b) provide you with a copy of personal information that we have collected about you;
(c) update any inaccuracies in the personal information we hold;
(d) delete any personal information that we no longer have a lawful ground to use;
(e) object to our use of your personal information if our use of your personal information is causing you undue harm. In such a case we must cease using your personal information for that purpose.
Willowbank Holiday Park App Privacy Policy
Willowbank Holiday Park built the Willowbank Holiday Park app as a Free app. This service is provided by Willowbank Holiday park at no cost and is intended for use as is. This page is used to inform app users regarding our policies with the collection, use, and disclosure of Personal Information if anyone decided to use our Service. If you choose to use our Service, then you agree to the collection and use of information in relation to this policy. The Personal Information that we may collect is used for providing and improving the Service. We will not use or share your information with anyone except as described in this Privacy Policy.
Information Collection and Use
For a better experience, while using our Service, we may require you to provide us with certain personally identifiable information.
Activities / Booking Login
When using the app you have the ability to login with an existing username and password created when making a booking with us. Our app communicates with the third party activity / booking system and then stores a small amount of information to help personalise the app experience to your booked holiday. The app or connected web service does not store your username and password in any form Future requests to refresh booking and balance information uses a tokenised identifier provided by the activity booking engine This data is completely cleared when you use the logout feature found in the app This data is completely cleared when you use the clear data feature found in the app
Push Notifications
The app can receive push notifications. You can choose to receive notifications based on their interest/booking type, and disable them if you wish. Notifications can be disabled when logging into the app for the first time Notifications can be disabled at anytime by navigating to the settings section of the app Notifications can be disabled at anytime outside of our app using your devices operating system
Analytics
The app uses analytics from Google Firebase. This is so we can improve the app by seeing which areas are used, and for what purpose. We do not report on any sensitive or identifiable information in regards to your booking or user Analytics can be disabled at anytime by navigating to the settings section of the app
Third Parties
The app does use third party services that may collect information used to identify you. Third party service providers used by the app policies:
Google Play Services - https://policies.google.com/privacy
Google Analytics Firebase - https://firebase.google.com/support/privacy
8. Contact us
If you have any questions, or you would like to find out more about this privacy notice you can write to us at:
Willowbank Holiday Home and Touring Park
Coastal Road
Ainsdale
Southport
Merseyside
PR8 3ST
info@willowbankcp.co.uk
You also have the right to complain to the Information Commissioner's Office, you can find out how to report a concern via their website.
June 2024
ADDENDUM: AUGUST 2026
How we use your booking information
When you book with us we collect your name, contact details, address, party details (how many adults and children, and any pets), vehicle registration, and your booking and payment history. We use this to:
* run your booking and take payment;
* send you information you need for your stay, such as arrival instructions and checkout reminders (see "Messages about your stay" below);
* keep a record of your visits with us, so we can recognise returning guests and understand our guests better. This includes noting whether a booking party included children or a pet, and what was spent with us. We use these records to decide what is worth telling guests about, for example family-friendly activities. We do not make any automated decisions about you that have legal or similarly significant effects;
* send you marketing, but only where we have a proper basis to do so (see "Marketing" below).
Our basis for the record-keeping above is legitimate interest: running a holiday park well means knowing who our guests are. You can object at any time (see "Your rights").
Messages about your stay (WhatsApp)
Before you arrive, and around checkout, we may send you service messages on WhatsApp with practical information: your pitch details, a park map, and arrival or departure instructions. These are not marketing. They are sent to the mobile number on your booking through Wati, our WhatsApp business provider, and WhatsApp (Meta). If you would rather not receive them, reply STOP or tell reception, and we will phone or email you instead where needed.
Before you arrive, when you check in, and after you leave, we may send you service messages on WhatsApp about your stay: your pitch details, a park map, arrival or departure instructions, a welcome message when our number plate recognition checks you in, and a thank-you message after you set off, with a short film of the local area. These messages may include local suggestions, such as a nearby walk or a trip to enjoy when you are next in the area. They are part of the service, not offers or promotions. They are sent to the mobile number on your booking through Wati, our WhatsApp business provider, and WhatsApp (Meta). If you would rather not receive them, reply STOP or tell reception, and we will phone or email you instead where needed.
Marketing
We will only send you marketing on WhatsApp if you ask us to: you start the conversation (for example by scanning a QR code at the park), and we ask once whether you would like tips during your stay. You can stop at any time by replying STOP. Saying yes or no makes no difference to your booking or prices.
Email marketing works separately. If you booked online with us, we may tell you about similar offers by email, and every email has an unsubscribe link. Unsubscribing from email does not affect WhatsApp, and vice versa. If you tell us to stop all marketing, we stop every channel, and we keep a minimal permanent record of that instruction so we never contact you again by mistake.
Cookies and online advertising
Our website and our online booking pages use cookies and similar technologies. Some are necessary to make the site and the booking process work — for example remembering what is in your basket. These are always on, because without them you could not book. Others are for advertising, and we only use those if you agree. We advertise on Facebook and Instagram, and on Google. At the moment we can see how many people click our adverts, but not whether those clicks lead to an actual booking. If you agree to advertising cookies, we use a Meta pixel — a small piece of code on our website and booking pages — which tells us which advert brought you to us, and, if you book, the value of that booking. We use this to work out which adverts are worth paying for, and to show our adverts to people more likely to be looking for a holiday like ours.This means Meta receives information about your visit, including which pages you looked at and, if you complete a booking, the amount you spent. Meta uses this both to report back to us and for its own purposes. We do not send Meta your name, address, or booking reference. Our basis for advertising cookies is your consent. You can say no, and you can change your mind at any time using the cookie settings link on our website. Saying no makes no difference to your booking or the price you pay, and the booking process will work exactly the same.If you would rather not be tracked at all, most browsers also let you block cookies, and Meta offers its own advert settings within Facebook and Instagram.
Reviews
If you leave a review of the park on a public platform, we may note that you reviewed us and when. We do not store the text or your rating in our guest records. We will tell you within a month if we have linked a review to your guest record.
Who we share your information with
Most of our suppliers act on our instructions and cannot use your information for their own purposes:
* CampManager — our booking system;
* Wati and WhatsApp (Meta) — delivering WhatsApp messages. Wati and Meta may process data outside the UK, including in Hong Kong, Singapore and the United States, under safeguards recognised by UK law;
* Mailchimp (Intuit) — sending our email newsletters. Mailchimp processes data in the United States under safeguards recognised by UK law.One company is different. Where you agree to advertising cookies, Meta (Facebook and Instagram) receives information about what you do on our website and booking pages, and uses it for its own purposes as well as ours — including improving its advertising system. This is explained under "Cookies and online advertising" below. Meta processes data in the United States under safeguards recognised by UK law.
We never sell your information.
How long we keep it
* Booking and guest records: 6 years after your last stay, in line with the legal limitation period for contracts.
* Records of messages we sent you (the fact of sending, not the content): 3 years.
* Review notes: 3 years.
* If you object to marketing or ask to be forgotten, we keep only a minimal, scrambled record of that instruction, permanently, so we can honour it.
* Advertising cookies: these expire on their own, and no longer than 12 months from your visit. Your choice about whether to accept them is remembered for 12 months, after which we ask again.
Your rights
You can ask us for a copy of your information, ask us to correct or delete it, object to our use of it (including marketing at any time), or ask us to restrict it. Contact us at info@willowbankcp.co.uk or at reception. We answer within one month. If you are unhappy with our answer you can complain to the Information Commissioner's Office (ico.org.uk, 0303 123 1113).
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