Website, Cookies & Privacy Policies - Our Contract Promise
Website Policy
The information detailed on this website is for general information purposes only.
Potters Leisure Limited has made all reasonable efforts to ensure that all information provided through the Potters Resorts 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. Potters Leisure Limited 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 Potters Leisure Limited does not form part of any contract.
Security
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.
Privacy Policy
Please read our Privacy and Contract Promise information carefully as it sets out how Potters Resorts (Potters Leisure Limited and AB Hotels (Five Lakes Limited) 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: data.protection@pottersholidays.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 break at Potters Resorts, when you are on Resort, if you call our Reservation Centre, if you use and sign up for any of our facilities on Resort, when you complete feedback and Customer Happiness surveys, 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.
Information collected when you use Potters Leisure Limited’s maintained social media, including our websites
| Things you do | What information is collected | What is it used for | Our Legal Grounds for collecting information |
|---|---|---|---|
| Browse the website (cookies) | Information about your computer, such as which browser you are using, your network location, the type of connection you are using (e.g. broadband, ADSL etc) and your IP address. This is done through cookies. See our Cookie Policy for more detail. | Improving content and functionality on our website. | Legitimate interests of Potters Leisure Limited to improve its services. The level of information gathered is not intrusive as it is only used to determine if the website works well and to enable Potters Leisure Limited to improve its services. |
| Searching for a break | If you search for a break we will collect the following information: details of other people; arrival and departure dates; type of accommodation required; and where adapted room are preferred/required. | All the information we request from you is needed in order to provide availability and pricing details, in relation to your search. | Taking steps at your request, prior to entering into a contract. To ensure we can complete the performance of our contract with you we require you to provide the stated information. |
| Enter a competition | If you enter a competition with us we will collect your name, address and contact details. | Administration of the competition and to contact you if you have been successful. | Legitimate interests of Potters Leisure Limited in running competitions and other promotions. |
| Enter a competition and consent to receive marketing | If you enter a competition and consent to receive marketing, we will collect your name, address and contact details. | Sending direct marketing communications to you. | 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. |
| Sign up to a newsletter and/or marketing communication | If you request marketing communications we will as a minimum collect your full name and email address. | Sending direct marketing communications to you. | 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. |
| Requesting a Brochure | If you request a brochure we will collect your full name, address and email details. | Sending a brochure to you and following this up with relevant communications regarding your interest in potentially booking a break at Potters Resorts. | Legitimate Interest of Potters Leisure Limited. 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. |
Information collected when you make a booking for a break or Joining a Club
| Things you do | What information is collected | What is it used for | Our Legal Grounds for collecting information |
|---|---|---|---|
| Booking a break | If you book a break, we need the following information as a minimum: your name; email address; postal address; telephone number and type; date of birth; details of other people; number and type of accommodation required including adapted or other specific requests; financial details for payment. | All of the information we request from you is needed in order to book and provide your break. We cannot provide your break without it. If adapted accommodation is required the information is used to ensure that Potters Resorts complies with its obligations under equality legislation, by ensuring you have access to our facilities that are suitable for your needs. | Performance of a Contract. To allow us to complete the performance of our contract with you we require you to provide the stated information. We may ask for further details of your specific requirements or disability with additional information so that we can make special arrangements during your break (including in relation to medical care). |
| Joining a Club | When you join a club; whether that be Breakaway, Club Rock, Aphrodite, Palms Health & Fitness, we need the following information as a minimum: your name; email address; postal address; telephone number and type; date of birth; details of other people; number and type of accommodation required including adapted or other specific requests; financial details for payment. | All of the information we request from you is needed in order to provide you with the benefits of the specific club you have joined. We cannot provide your club membership without it. In all instances, membership of a specific club will offer wider exclusive benefits to other facilities and brands at Potters Resorts who may contact you from time to time to appraise you of any specific information that your membership makes you eligible for. | Performance of a Contract. To allow us to complete the performance of our contract with you we require you to provide the stated information. We may ask for further details of your specific requirements or disability with additional information so that we can make special arrangements during your break (including in relation to medical care). |
Information collected while you are on your break
| Things you do | What information is collected | What is it used for | Our Legal Grounds for collecting information |
|---|---|---|---|
| Booking Activities | When activities are booked whilst at Potters Resorts the following information is collected as a minimum: Your accommodation number | This will be recorded into our central activity systems. It is needed in order to provide the activities that you want and ensure you are safe to do the activity. | Performance of our contract with you and to comply with health and safety legislation (where applicable). |
| Security measures whilst at Potters Resorts | CCTV is in place across the Resort 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. | We use CCTV footage to assist in monitoring and maintaining safety within Potters Resorts. Where necessary this footage may also be shared with the authorities for law enforcement purposes. This footage is used to assist in monitoring and maintaining safety within Potters Resorts. 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. | The legitimate interests of Potters Leisure Limited 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. |
| Attending Guest Services | If you attend Guest Services at Reception during your break to report an issue, fault or complaint the following information is collected, as a minimum: name; address; accommodation details; and nature of the enquiry. | This information is used to resolve the enquiry or progress a complaint as appropriate. This will be recorded into the relevant recording systems. The information is also used in case there is a complaint or claim about the break. | The legitimate interests of Potters Leisure Limited 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. |
| Contacting the Reservations Team at Potters Resorts | If you contact our Reservations Team before, during or after your break the following information is collected, as a minimum: name; address; accommodation details; and nature of the enquiry. | This information is used to resolve the enquiry or progress a complaint as appropriate. This will be recorded into the relevant recording systems. The information is also used in case there is a complaint or claim about the break. All call recordings are kept for a period of 2 years and then deleted in accordance with our insurance obligations. | The legitimate Interests of Potters Leisure Limited 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. |
| Medical Assistance | 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. | 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. | Required by law and in order to exercise and defend our legal rights. |
| On Resort incidents | Records of accidents and treatments received. | 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. | Required by law and in order to exercise and defend our legal rights. |
Information collected Post Break
| Things you do | What information is collected | What is it used for | Our Legal Grounds for collecting information |
|---|---|---|---|
| Completing the Potters Resorts 'Who Cares' Questionnaire and/or CHS (Customer Happiness Score) card | If you complete a Potters Resorts 'Who Cares' Questionnaire and/or CHS (Customer Happiness Score) card the following information is collected as a minimum: name; address / email address; accommodation details; and your opinions related to the survey questions. | This information is used to provide feedback to the relevant departments and to address an issue or complaint. | Consent. We ask for your consent to process and use your opinions and comments to enhance and develop the Potters Resort experience as well as provide feedback. We may also contact you to provide further information relevant to your survey responses. 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. |
Information collected at anytime
| Things you do | What information is collected | What is it used for | Our Legal Grounds for collecting information |
|---|---|---|---|
| Contacting Potters Resorts | If you ring our Reservations Team to make an enquiry before booking a break the following information is collected, as a minimum: name; address / Email address; accommodation details; and nature of the enquiry. | This information is used to resolve the enquiry or progress a complaint as appropriate. This will be recorded into the relevant recording systems. The information is also used in case there is a complaint or claim about the break. The information will also be used to enable us to learn and continually improve the quality of the service or products we provide. All call recordings are kept for a period of 2 years and then deleted in accordance with our insurance obligations. | The legitimate Interests of Potters Leisure Limited 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. |
| Applying for a Job | 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. | 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. | The legitimate Interests of Potters Leisure Limited 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. |
Third Party Data collected
| Collection Points | What third party information used | What is it used for | Our Legal Grounds for collecting information |
|---|---|---|---|
| Other sources | Lifestyle data from companies like Experian. | We use this information to: cleanse the data we hold about you, for example to ensure that the address data we hold is correct. | The legitimate interests of Potters Leisure Limited. This use is not detrimental to you as we only send relevant marketing materials to you, based on the information we know about you. Whether or not you receive the marketing information does not affect your ability to book a break or activity with us. |
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 Potters Resorts 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 Potters Leisure Limited’s legal ground for processing is legitimate interests, you have a right to object to Potters Leisure Limited’s use of this information. If you want to object, please contact us at data.protection@pottersholidays.com
Links
Our website may contain links to let you to visit other websites of interest easily. Once you have used these links to leave our website, you should be aware that we do not have any control over that other website. As such we cannot be responsible for the protection and privacy of any information which you provide whilst visiting these websites, and they are not governed by this Privacy Policy. Potters Leisure Limited is not responsible for any products and/or services featured on any third-party website. You should exercise caution and look at the Privacy Policy applicable to the website in question.
Notification of changes to these policies
If we decide to change our Web & Privacy Policies or Contract Promise, 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.
Feedback
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.
Cookies
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.
These are:
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. Cookies we use and why we use them.
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 website 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.
| Cookie | Name | Persistence | More information |
|---|---|---|---|
| Amazon Web Services | AWSALB | Persistent | AWS Cookie Sticky Sessions Policy |
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. 40,000 people viewed the accommodation page in April, rather than Mr Smith viewed the accommodation page in April. In short, we cannot identify you from performance cookies.
| Cookie | Name | Persistence | More information |
|---|---|---|---|
| Google Analytics | _ga, _gid, _gat, AMP_TOKEN, _gac_ | Persistent | Google Analytics Privacy Policy |
| Quantcast | _qca | Persistent | Quantcast Privacy Policy |
| Insider | __cf_bm, __hssrc, __hstc | Persistent | Insider Privacy Policy |
| Smartlook | SL_C_23361dd035530_SID | Session | Smartlook Cookie Policy |
| Smartlook | SL_C_23361dd035530_SID | Persistent | Smartlook Cookie Policy |
| Segmetrics | _seg_uid, _seg_uid_3657, _seg_visitor_3657 | Persistent | Segmetrics Privacy Policy |
Experience 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.
| Cookie | Name | Persistence | More information |
|---|---|---|---|
guest_id, personalization_id | Persistent | Twitter Cookies Policy | |
| Crisp | __cfduid, crisp-client/session, crisp-client/domain-detect | Persistent | Crisp Cookies Policy |
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.
| Cookie | Name | Persistence | More information |
|---|---|---|---|
| DoubleClick | IDE | Persistent | How DoubleClick Uses Cookies |
| Facebook Pixel | act, c_user, datr, fr, pl, presence, sb, wd, xs | Persistent | Facebook Cookies Policy |
| Bing Universal Tracking | MUID, MUIDB, SRCHD, SRCHUID, SRCHUSR | Persistent | Bing Cookies Policy |
| ActiveCampaign | ac_enable_tracking | Persistent | ActiveCampaign Cookies Policy |
| Snapchat | sc-a-nonce, sc_at | Persistent | Snapchat Cookies Policy |
Your right to refuse cookies and what happens if you refuse them You can refuse cookies by activating the relevant setting on your browser. However, if you do so you may not be able to access all or parts of our sites. Learn how to disable cookies here. If you carry on using our sites and do not change your browser settings we will assume you consent to us using cookies as described above.
Our Contract Promise
So that you are the first to hear about our exciting new offers, activities and facilities, we may send you information by post and/or telephone (unless you have asked us not to do so). When you book your Potters Resorts break, you have the option to opt out of our marketing communications.
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 breaks, 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 booking history with us in terms of the breaks and accommodation 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 Reservations Team on 0333 3207 418. 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 break.
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 data.protection@pottersholidays.com
In all circumstances, we will ask you for proof of identity to ensure that the information requested relates to you, the data subject.
Download Right of Erasure FormWho do we share this information with?
Our group. Your personal information may be shared with other brands within Potters Leisure Limited because we operate centralised systems.
Legal requirements. 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 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, Pinterest and Twitter 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, 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, Dotmail, Whistl, Text Local, Survey Monkey, Trip Advisor; For technical, customer support & marketing purposes: Google, Cavalier, Catalink, Planyo, Customer Happiness Score, Intercom, Slack, Zapier; For booking purposes: Micros, ResCompany, ResDiary.
By ordering a copy of our brochure you agree that our brochure fulfilment house Lifestyle Media Group Ltd can act as a Data Processor and hold your data for the purpose of dispatching the brochure to you for as long as is deemed necessary to ensure your brochure order is fully processed.
If you want to know more about how we keep your data secure when it is transferred internationally, please contact us using data.protection@pottersholidays.com
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 break with us, then we will hold your information for the duration of any statutory limitation period associated with such legal claims.
Security
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 Potters Leisure Limited employee or from a dupe website claiming to be affiliated with Potters Resorts), please forward the communication to us or report the incident by email to data.protection@pottersholidays.com or in writing to Potters Resorts, Data Protection Department, Coast Road, Hopton on Sea, Norfolk, NR31 9BXas 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 to get copies of your information
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 data.protection@pottersholidays.com 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.
Download Subject Access RequestAmending your information
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 data.protection@pottersholidays.com or call our Reservations Team on 0333 3207 418. 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 data.protection@pottersholidays.com
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