Citybase takes your privacy seriously and we are committed to ensuring the privacy and safeguarding of
understand. Please read the following information carefully to understand how we treat your data and what you can
expect of us as a data controller.
We are SilverDoor Limited (company number 03950962) and our registered office is 3 Dukes Gate, Acton Lane,
Chiswick, London, W4 5DX. We are registered as a data controller with the Information Commissioner’s Office
with the registration number ZA783099.
Citybase sources serviced apartments based on your specific requirements and to do this we need certain
information from you.
What information do we collect from you?
We only ask for the information that is required to service your enquiry and reservation. We collect your name,
telephone number and email address (if you do not provide this information, we may not be able to provide our
services). We may also need to collect the names of other guests, providing they’re over 18 years of age.
We also collect details about your accommodation requirements such as budget, length of stay and accommodation
type. If your employer uses our services to book accommodation for you, we may collect this information from
them, rather than directly from you.
If you visit our offices, we may collect video, audio and still images via security cameras located in public
areas such as entrances and hallways.
When you visit our website, we collect some cookie information regarding your use of the website, and this is
used to help us improve the service we deliver. Cookie information can include your IP address, the browser you’re
using and your language settings.
Citybase does not store any of your payment information. Payment details are supplied directly to Barclaycard
payment platform via a secure payment link which we provide you.
This is a simple overview of the information we collect from you. If you’d like to know more, further
information is available below.
Why do we collect your personal data and what do we do with it?
We primarily collect your personal details to service your accommodation request and this can involve the
Providing you with accommodation options via email
Communicating with you about your requirements via phone and email
Completing and administering your reservation via email
None of your personal information is shared unless you request that we reserve your chosen accommodation. If you
would like to proceed with a reservation, then we will pass on the relevant personal information to the property
provider. This will allow them to allocate an apartment to you and, if applicable, any other travellers in your
We keep a copy of your correspondence and details of your reservation to enable us to manage the reservation
process. This data is further kept for up to 6 years after your last booking for the purpose of auditing and to
comply with regulatory bodies such as the HMRC.
Furthermore, if you have opted-in when making your enquiry, we will send you marketing materials such as our
monthly newsletter that details promotions, special offers and discounted rates. Depending on your preferences,
we may send you further correspondence from time to time.
The CCTV images collected at our offices are used for business security, health and safety and fraud monitoring.
We collect this data to comply with our insurance obligations and to keep our premises and data safe. CCTV data
is stored for 10 days unless required for criminal or insurance investigations in which case it’s held for
as long as necessary to fulfil that investigation.
For more detail please read below.
Information that we share
We only share your information for the sole purpose of servicing your reservation. Once you have decided you
would like to proceed with a reservation we will then share your details with the property partner. We require
our property partners to sign our terms and conditions which include strict data privacy requirements. Please
note that, where the booking relates to a property which is outside of the EU, your information may be
transferred to a country which does not have the same data protection standards in place if it is required in
relation to the booking (although we require any property partners outside of the EU to comply with model data
protection clauses which have been approved by the EU).
- The property will receive the following personal information:
- Full Name
- Email Address
- Preferred Contact Number
- Other Guest Names (18 years and above)
- No. of Guests
We do not share your personal information with any other people or third parties. We may only have to disclose
your information in the event that we sell the business, introduce or acquire another business, need to
establish, make or defend a legal claim, or if we are under a duty to disclose personal information to comply
with legal obligations. We may also use third party service providers (such as IT and technology services) who
will store or use your information, but only on our instructions and subject to strict data protection
Children’s personal data
You must be over 18 years of age to reserve an apartment with Citybase. If children are travelling with you, we
will need to know their age but we do not require their personal details and you will never be asked for their
information at any stage in the reservation process. We may ask simple questions to help form your requirements,
for example, if you require a cot or a highchair.
We’re active on various social media platforms and use these to communicate news, stories, blog posts and other
relevant information in the industry and about our company. Sometimes we run competitions or ask for your replies
and in these instances we may need to make contact with you. For example, if you win a competition and we’re
only used as necessary for our legitimate interests in dealing with your correspondence or administering the
competition you have entered.
Bases for processing personal information
To process your information we rely on the following legal bases:
Performance of a contract: We need the personal information you supply to execute our part of the
contract between us “the service provider” and you “the client”. If you ask us to
make a reservation, we will use your information to complete and administer your reservation to satisfy
our part of the contract as a service provider.
Legitimate interests: We use your information to service your requests and send you information relevant
to your reservation. We may contact you to suggest alternative options when your chosen apartment is not
available or to ask if you would like to extend your current reservation. If you are a guest, or your
employer is making the booking, we use your information as necessary for our legitimate interests in
carrying out our contract with the client who made the booking.
Consent: We will ask for your consent to send you direct marketing content containing relevant
information, special offers, exclusive rates and promotions. We may also send other marketing materials
and these are detailed further below.
How can you control your data?
You have the right to access and to review the personal information we hold for you. You can request an overview
of this data by emailing
[email protected]. When emailing, please
provide ‘Personal information request’ in the subject line so we’re able to expedite the
process. More information about your rights can be found below.
Security of information
We continuously review and update our website data security in accordance with legal requirements and web best
practices. We take every reasonable measure to ensure your data is secure and only accessed by those requiring it
to process your reservation.
When you make a reservation and enter payment details, this information encrypted. This helps ensure your data is
not transferred in a readable format and can’t be unlawfully accessed in transit.
Your data rights
As a user of our service, you have rights as an individual which you can exercise in relation to the information
we hold about you.
You have a right to be informed in a clear, transparent and easily understandable way about how we use your
personal information and about your rights. This is why we are providing you with the information in this policy.
If you require any further information about how we use your personal information, please let us know.
You can request access to your personal information by making a ‘Personal information request’. We
can tell you what information we hold about you, why we are holding it and who it may be shared with. If it’s
been shared, this will only have been with a property that you have made a reservation with. Further to this, you
may request a full copy of the personal information we hold for you which we will send to you. You can do this by
emailing [email protected].
If you notice that your data is inaccurate you can request for it to be rectified. Just send an email to [email protected] and we will make the
You have the right to restrict the processing of your data. We only use your data to process your reservation and
if you request us to restrict processing then this will take place after your reservation and stay has been
completed. Further to this, if you feel your data has been processed incorrectly or unfairly then you have the
right to object to the processing of this data. You can do this by emailing [email protected].
If you decide that you don’t want us to store your data anymore then you can request it to be deleted. You
can do this by emailing [email protected]
and we will delete all of your personal data. We will only retain your data if we’re under a legal
obligation to do so or we need to keep it to establish, exercise or defend a legal claim, and you will always be
informed in these scenarios.
If you want us to transfer your personal information to another party where you provided it to us and we are
using it based on your consent, or to carry out a contract with you, and we process it using automated means, you
can do this by emailing [email protected].
If you think that we are using your information in a way which breaches data protection law, you have the right
to lodge a complaint with your national data protection supervisory authority (if you are in the UK, this will be
In the limited circumstances where we are relying on your consent (as opposed to the other bases set out above)
to the collection, processing and transfer of your personal information for a specific purpose, you have the
right to withdraw your consent for that specific processing at any time. Once we have received notification that
you have withdrawn your consent, we will no longer process your information for the purpose or purposes you
originally agreed to, unless we have another compelling legitimate interest in doing so.
updated January 2020.
How to contact us: - For any further information you can contact us:
By email at: - [email protected]
Or write to us at SilverDoor Limited, 3 Dukes Gate, Chiswick, London W4 5DX
What personal information do we collect from you?
Name and contact details
Our business is built around providing a service to our clients, and we can’t provide this service without
taking some of your personal information. When you contact us we only take what’s absolutely necessary to
communicate with you throughout the reservation process and to successfully reserve an apartment for you. For us
to do this we’ll need your full name and contact details such as your phone number and email address.
When you browse our website we may collect your Internet Protocol (IP) address. This address allows your computer
to communicate over the internet and connect to our website and it can also show us where in the world you’re
Other tracking technologies are sometimes used, for example, a web beacon or tracking URL. These technologies can
be used to retrieve information from your device such as your operating system, or help us understand from which
website you have been referred (e.g. Google). These are wholly referred to as ‘Cookies’ and are
How we contact you
With your consent, we will send you marketing materials that support our business and are suited to your
requirements. Your consent will be explicit and you will know what types of marketing materials you are going to
receive. You can manage the communication you receive from us by selecting your preferences on our website. You
may receive the following types of marketing emails from us:
Monthly newsletters – A newsletter detailing promotions, special offers, discounted rates and other news
relevant to your reservation.
Company news –Keeps you up to date with our company and industry news.
Competitions – From time to time we run competitions that give you the chance of winning prizes such a free
stays in our property partner’s apartments.
You can withdraw your consent at any time by contacting us at the email address listed at the end of this privacy
policy. Consent can also be withdrawn by using the ‘Unsubscribe’ button that we include at the bottom
of all our marketing communications.
During the reservation process
Ensuring you have the best possible stay is important to us so we may also contact you during your reservation to
check that everything is as expected. We may also ask if you’re interested in extending your reservation or
if you have any future requirements that we can help with.
If during the reservation process the apartment you have chosen isn’t available, then we may contact you to
discuss alternative options.
Business to Business
If you’re within our key industries then we may reach out to gauge your interest in our services. If you
receive communication from us and don’t wish to receive more, then simply hit the unsubscribe button at the
bottom of the email.
What are cookies?
A cookie is a small data file stored on your computer that comes from the web browser you’re using. It can
have a variety of uses and functionalities including storing information about your preferences, speeding up your
searches and recognising you when you re-visit. Cookies are also used to track overall visits and visitor
location. This helps us identify visitor numbers and patterns.
Some cookies have a session-limited lifespan and are removed when you close your browser; whereas permanent
cookies last a lot longer and sometimes indefinitely.
Types of cookies
We use the following cookies:
Strictly necessary cookies.
These are cookies that are required for the operation of parts of our websites. They include, for
example, cookies that enable you to log into secure areas of our websites or make use of reservations
services. Strictly necessary cookies do not require consent as they provide functionality as requested
by the browser.
They allow us to recognise and count the number of visitors to our webpages and see how these visitors
navigate around our site. This helps us to improve the way our website works by optimising our page
layouts, search tools and general usability.
These are used to recognise when you return to our websites in the future. This enables us to
personalise our content for you, greet you by your name and remember your preferences such as language
settings and time zone.
These cookies record your visit to our websites, the pages you have visited and the links you have
followed. We will use this information to make our websites and the advertising we display more relevant
to your interests.
If you would like to read more information about cookies, or would like to find out about how to disable them,
please visit http://www.aboutcookies.org/
If you would like more information about the specific cookies our website uses, please contact