Citybase takes your privacy seriously and we are committed to ensuring the
collect and process your personal data in a format that is easy to
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), trading as Citybase Apartments, 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
with the registration number Z5228718.
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.
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
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 following communications:
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 group.
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.
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 requirements.
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 high-chair.
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 contacting you about your prize. Your personal
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
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
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
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
If you notice that your data is inaccurate you can request for it to be
rectified. Just send an email to
and we will make the relevant corrections.
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
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
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
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 the ICO).
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.
Changes to this policy
How to contact us
For any further information you can contact us:
By email at:
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
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 browsing from.
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 detailed
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 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
You can withdraw your consent at any time by contacting us at the email
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
If during the reservation process the apartment you have chosen isn’t
available, then we may contact you to discuss alternative options.
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
Types of cookies
We use the following types of cookies:
Strictly necessary cookies.
These cookies 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 reservation
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. They
help us see your points of entry and exit to our website.
Some cookies may give us your browsing IP (Internet Protocol) address
which is personally identifiable information. However, we do not use
this to identify any individuals. Your IP address may be logged to help
us track where your browsing session is originating from, and help us
gather wider statistics on our visitor base.
If you would like to read more information about cookies, or would like to
find out about how to disable them, please visit
If you would like more information about the specific cookies our
website uses, please contact