Privacy Policy

At Thornbury Castle Hotel we are committed to maintaining the trust and confidence of visitors to our website. In particular, we want you to know that we do not pass your data to third parties for marketing purposes. This Privacy Policy provides clear information about when and how we collect your personal data, how we use it, how long we keep it for, and how you can update it. 


Thornbury Castle
Castle Street
South Gloucestershire
BS35 1HH

Registered Office details:
Thornbury Castle Hotel Limited
Reg. No: 07860087 | VAT No: 124 8299 00
Reg. Office: Derringtons Ltd, Hyde Park
House, 5 Manfred Road, London SW15 2RS

Name of data protection manager: Simone Arcucci

If you are unhappy with how we have collected or used your data, you have the right to make a complaint at any time to the Information Commissioners Office (ICO), the UK Advisory Authority for data protection issues ( We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.


We obtain personal data from you when you use our website, contact us about services, submit information directly via sign-up forms, make a booking or purchase, if you supply us with information when you stay with us, and if you sign up to receive our newsletters. 

Website cookies

Like many other websites, the Thornbury Castle Hotel website uses cookies. ‘Cookies’ are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They collect statistical data about your browsing actions and patterns and do not identify you as an individual. For example, we use cookies to store your country preference. This helps us to improve our website and deliver a better and more personalised service.

It is possible to switch off cookies by setting your browser preferences. For more information on how to switch off cookies on your computer, visit our full cookies policy. Turning cookies of may result in a loss of functionality when using our websites.

Google Analytics

When you visit the Thornbury Castle Hotel website we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to learn things such as the number of visitors to the various parts of the site. This information is processed in a way that does not identify any individual person. We do not make, and do not allow Google to make, any attempt to find out the identity of anyone visiting our website. 

Mailing lists

We collect personal information as part of the accommodation booking process, through online purchases, from forms on our websites, and if you sign up to our e-newsletter. 

We use this information for various reasons: to tell you about offers, events and other news, to occasionally check that our records are correct, and to check that you are happy and satisfied. We do not share email lists with other organisations and businesses.

We use a third-party provider, Campaign Monitor, to deliver our newsletter. We gather statistics around email open rates and clicks using industry-standard technologies to help us monitor and improve our e-newsletter. For more information, please see Campaign Monitor’s privacy notice.

You can unsubscribe from our newsletters at any time by clicking the unsubscribe link at the bottom of any of our emails or by emailing [email protected].


The personal information we collect might include your name, address, email address, IP address, telephone numbers and information regarding what websites pages are accessed and when. If you make a purchase, we do not hold your card information: it is collected by our third-party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions.

We do not collect any special categories of personal data about you, including details about your race, ethnicity, religious or philosophical beliefs, political opinions, trade union membership, nor do we collect any information about criminal convictions and offences.    

Sometimes we need to collect personal data by law, or under the terms of the contract we have with you. If you fail to provide that data when we request it, we may not be able to perform the contract we have or are trying to enter into with you (for example to provide you with goods or services). In this case, we may have to cancel the product or service, but we will notify you if this is the case.


We may use your information:

  • To ensure that the content on the site is presented in the most efficient way for you and the computer that you are using
  • To enable you to participate in interactive features of the site
  • To provide you with information relating to our website, products or services that you request from us
  • To provide you with information on other products that we feel may be of interest to you in line with those you have previously expressed an interest in via our website
  • To process a booking you have made
  • To meet our obligations arising from any contracts entered into by you and us
  • To deal with entries into a competition
  • To seek your views or comments on the services we provide
  • To notify you about any changes to our website, including improvements and service or product changes
  • To send you communications that you have requested and that may be of interest to you. These may include information about stays, events, promotions, offers, job offers, information about the hotel and the surrounding area and replies to requests and booking enquiries or confirmations
  • For our internal purposes, including statistical or survey purposes, quality control, site performance and evaluation in order to improve our website
  • To administer this website
  • If you consent, to notify you about products or special offers that may be of interest to you.


Your privacy is important to us and we will never release your personal details to any third party for their mailing and marketing purposes.

Third parties and service providers working on our behalf:

We may pass your information to our third-party service providers, agents, sub-contractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example, to process payments and send you emails). However, when we use third-party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. Please be reassured that we will not release your information to third parties unless you have requested that we do so, or we are required to by law; for example, by a court order or for the purposes of prevention of fraud or other crime.

Third-party product providers we work in association with:

We work with carefully selected Online Travel Agents (OTAs, e.g. When you enquire about us or book with these third parties, the relevant third-party will use your details to provide you with information and carry out their obligations arising from any contracts you have entered into with them. They will be acting as a data controller of your information and we therefore advise you to read their Privacy Policy. These third-party product providers will share required information about you with us (e.g. room type purchased and dates of stay) that we will use in accordance with this Privacy Policy.

When you are using our secure online booking system, your purchase is processed by a third-party payment processor, who specialises in the secure online capture and processing of credit/debit card transactions. 

We may transfer your personal information to a third party as part of a sale of some or all of our business and assets or as part of any business restructuring or reorganisation. We may also transfer it if we are under a duty to disclose or share your personal data in order to comply with any legal obligation, to enforce or apply our terms of use or to protect the rights, property or safety of our supporters and customers. We will take steps with the aim of ensuring that your privacy rights continue to be protected in accordance with the law.

If you have any questions regarding secure transactions, please contact us.


We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used, accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business and need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any particular regulator of a breach where we are legally required to do so.

The accuracy of your information is important to us. If you change your email address, or any of the other information we hold is inaccurate or out of date, please email us at: [email protected].
Or write to us at: Thornbury Castle, Castle Street, Thornbury, BS35 1HH
Alternatively, you can telephone 01454 281182

You have the right to ask for a copy of the information we hold about you.


We will only retain your personal data for as long as is necessary to fulfil the purpose for which it was collected, including for the purpose of satisfying any legal, accounting or reporting requirements. By law we have to keep basic information about our customers for tax purposes for six years after they cease to be a customer. The data we keep may include contact, identity, financial and transaction date. In some circumstances, you may ask us to delete your data and we will do this subject to any legal obligation on us to retain it.


You have the right to:

Request access to your personal data. This enables you to receive a copy of the personal data we hold about you and to check that we are processing it lawfully.

Request correction of the personal data we hold about you. This enables you to have any incomplete or inaccurate date we hold about you corrected, although we may need to verify the accuracy of the new data you provide us with.

Request erasure of your personal data. This enables you to ask us to delete or remove your personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons. We will notify you of these, if applicable, at the time of your request.

Object to the processing of your personal data where we are relying on a legitimate interest (or those of a third party) and you feel it impacts on your fundamental rights and freedoms. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information, which override your rights and freedoms, e.g. a requirement imposed on us by law.

Request restriction of the processing of your personal data. In some cases, e.g. questions over accuracy, lawfulness, the requirement to hold data or your objection to data usage, you may ask us to suspend the processing of your personal data.

Request the transfer of your personal data to you or to a third party. If required, we will provide you or a third party of your choice with your personal data in a structured, commonly used, machine-readable format. Note, this right only applies to automated information that you initially provided consent for us to use or information that was used to perform a contract with you.

Withdraw consent at any time, where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent we may not be able to provide certain products or services to you. We will advise you if this is the case at the time.


You have a choice about whether or not you wish to receive information from us. 

If you no longer want to receive direct marketing communications from us, you can change your preferences or completely unsubscribe in one of two ways:

  • Click the ‘unsubscribe’ or ‘change preferences’ link at the bottom of marketing emails sent to you
  • Email [email protected] or telephone 01454 281182 and we will process your request within 7 days


Our website may contain links to other websites, plug-ins and applications run by other organisations. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. This privacy policy applies only to our website and what we do‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other sites, even if you access them using links from our website.

In addition, if you transferred to our website from a third-party site, we cannot be responsible for the privacy policies and practices of the owners and operators and recommend that you check the policy of that third-party site.


We are committed to protecting the privacy of children aged 16 and under. If you are aged 16 or under‚ please advise us and confirm that you have your parent/guardian’s permission when you provide us with personal information.


We keep this policy under regular review. This is version 2 and was last updated in May 2018.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.