SilverDoor Limited takes your privacy seriously and we are committed to ensuring the privacy and safeguarding
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) and our registered office is 3 Dukes Gate, Acton Lane,
Chiswick, London, W4 5DX. We are registered as Data Controller with the Information Commissioner’s Office
with the registration number ZA783099.
SilverDoor sources serviced apartments based on your specific requirements and to do this we need certain
information from you.
What kind of information does SilverDoor Apartments 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 that are staying with you, provided they are
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 are using and your language settings.
SilverDoor 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 would like to know more, further
information is available below.
Why does SilverDoor Apartments collect and use your personal data?
We primarily collect your personal details to service your accommodation request and ensure you get the best
service possible. This can involve the following communication:
Provide you with accommodation options via email
Communicate with you about your requirements via phone and email
Complete and administer 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.
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 is held
for as long as necessary to fulfil that investigation.
If you call us outside of our regular office hours, then you may be directed to a third-party answering service,
‘Moneypenny’. They will simply take your name and phone number then pass this onto us, so we can call you back.
Once this has been passed on it is deleted from their records.
For more detail please read below.
How does SilverDoor Apartments share your data with third parties?
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 UK or 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 UK or 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
Sharing data under Data Process Legislation
We may be required or permitted under Data Protection Legislation, to disclose your personal data including a
call recording without explicit consent, for example, if we have a legal obligation to do so, such as:
- For law enforcement
- Safeguarding investigations
- Regulation and licensing
- Criminal prosecutions
- Court proceedings
Children’s personal data
You must be over 18 years of age to book an apartment with SilverDoor. 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.
How does SilverDoor Apartments make use of social media?
We are 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 are contacting you about your prize. Your personal information will be treated according
correspondence or administering the competition you have entered.
We may record some calls for training and monitoring purposes. We do this as necessary for our legitimate
interests in evaluating our customer service offering and reviewing our staff performance. While not all calls
to or from our phones are recorded, you should note that any calls to our central numbers will be recorded
(even if then forwarded internally). Recordings are not shared outside of our group of companies. All recordings
are deleted within 14 days of being made.
Bases for processing personal information
To process your information we rely on the following legal bases:
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 selection is not
available or to ask if you would like to extend your current reservation. We may also contact you if
you’re a relevant contact within our industry to gauge your interest around our services.
Performance of a contract: We need the personal information you supply to execute our part of the
contract between service provider and client. If you ask us to make a reservation, we will use your
information to complete your reservation to satisfy our part of the contract as a service provider.
Consent: We will ask for your consent to send you direct marketing content, such as our monthly
newsletter containing special offers, exclusive rates and promotions. We may also send other marketing
materials and these are detailed further below.
How can you control the personal data you have given to SilverDoor Apartments?
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 are able to expedite the process. More
information about your rights can be found below.
What security and retention procedures does SilverDoor Apartments put in place to safeguard your personal
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 is encrypted. This helps to ensure your
data is not transferred in a readable format and cannot 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
that we hold about you.
You can request access to your personal information by making a ‘Subject Access Request’. We can tell you what
information we hold about you, why we are holding it, who is collecting it, how long it will be kept, how you
could file a complaint and who it may be shared with. If it has been shared, this will only have been with a
property that you have booked with. Further to this, you may request a full copy of the personal information
we hold for you which we will send to you without undue delay. You can do this by emailing
If you notice that your data is inaccurate you can request for it to be rectified. Just send us an email to [email protected] and we will make the
relevant corrections without undue delay.
You also 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].
You have the right to obtain your own personal data that you have previously provided to the organisation in a
structured, commonly used and machine-readable format.
You have the right to request that SilverDoor limit the way it uses your personal data after your reservation
and stay has been completed. SilverDoor may not be obliged to delete the data but may have to refrain from
If you decide that you do not want us to store your data anymore then you can request for us to delete it, this
is called the right to be forgotten. You could ask for your personal data to be deleted if the personal data
is no longer necessary, you withdraw consent, your data have been unlawfully processed, you object to the
processing and we, as a data controller, have no reason to continue processing and if data erasure is necessary
for compliance with legal obligation. You can do this by emailing [email protected] and we will
delete all your personal data without undue delay. We will only retain your data if we are under a legal
obligation to do so and you will always be informed in these scenarios.
Restricted Data Transfers
SilverDoor Apartments is an international organisation working with clients all over the world, hence, we
consider the possibility that it may be necessary to carry out a restricted data transfer outside of the UK for
achieving our business goals. Since the UK does not have an adequacy decision in relation to the United States,
as well as some other countries, additional measures must be taken to ensure that data subjects of the
transferred data would continue to have a level of protection essentially equivalent to that under the UK
data protection regime.
First, SilverDoor Apartments is following the guidance published by the Information Commissioner’s Office on
carrying out restricted data transfers to the US after the invalidation of the Privacy Shield framework. Namely,
a transfer impact assessment must be conducted that would consider the protections contained in the appropriate
safeguard listed in the UK GDPR and the legal framework of the United States (including laws governing public
authority access to the data).
Second, although the existing Privacy Shield mechanism has been ruled as ‘invalid’, SilverDoor Americas Inc (our
US group company) has certified to the Department of Commerce that it adheres to the Privacy Shield Principles.
To learn more about the Privacy Shield program, and to view our certification,
please visit: https://www.privacyshield.gov/list
Moreover, SilverDoor Apartments is continuing to monitor the situation closely as the United States and European
authorities work to negotiate a replacement regime for transcontinental transfers.
The current version was updated in May 2023.
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 cannot provide this service without
taking some of your personal information. When you contact us, we only take what is absolutely necessary to
communicate with you throughout the reservation process and to successfully reserve an apartment for you.
For us to do this we will need your full name and contact details such as your phone number and email
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 are 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
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 stay
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
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 are 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 is not available, then we may contact you to
discuss alternative options.
Business to Business
If you are within our key industries, then we may reach out to gauge your interest in our services. If you
receive communication from us and do not 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 are 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