Privacy Policy

Who we are

PLA Concierge is a trading name of PLA Concierge Limited, company number 14827614, registered office Shaw House, 6 Chesterfield Street, London W1J 5JQ. We are the data controller for the information described here. Registered with the Information Commissioner’s Office, registration number ZC240493.

Questions about your information: info@placoncierge.co.uk.

What we collect

When you make a booking: your first name and surname; your email address; your mobile number; the property you are staying at and your apartment number; your Park Lane Apartments booking reference; and the details of the service —

• for transfers, your flight number, dates, times, airport, number of passengers and suitcases, and any child seat or wheelchair requirement;
• for cleaning, the dates you choose, the level of service, and the number of bedrooms in your apartment;
• for late check-out, your departure date and the time you want to leave.

When you give us your booking reference, we look it up against the reservation confirmation sent to us by our booking system, so that we already know your name, your apartment and your dates and do not have to ask you for them again.

If you choose to tell us: any accessibility needs or special requirements. This is optional. See “Health information” below.

Automatically: a record of your agreement to our terms, including the date, time and your IP address.

We do not measure how you use this website. There is no Google Analytics, no analytics of any other kind, no advertising cookies and no tracking pixels, and we do not use your information to target advertising anywhere.

We never see or store your card details. These go directly to Stripe.

Why we use it, and our legal basis

• To provide the service you booked — because we need to, to perform our contract with you.
• To send your confirmation and invoice, and to contact you about your booking — same basis.
• To pass the details to the team or partner company performing the service — same basis.
• To keep records of payments, invoices and of your agreement to our terms — because we have a legal obligation (tax records) and a legitimate interest in being able to deal with any dispute.
• To keep the website secure and working — legitimate interests.
• To send offers and news from Park Lane Apartments — only to people who agreed to that in the past, and only until they withdraw it. We no longer ask when you book. See “Marketing emails” below.

We do not use your information for marketing unless you have asked us to, and we do not sell it or share it with anyone for their own purposes.

Marketing emails

We no longer ask for this when you book. There is no offers-and-news box on any booking form, and nothing you do here signs you up to anything.

Some people agreed to receive offers and news from Park Lane Apartments under an earlier version of the booking form. For those people, PLA Concierge Limited passes their name, email address and stay dates to Park Lane Apartments so that they can send those emails; the two companies are under common ownership. We keep the record of the wording that was agreed to, and when.

You can withdraw your consent at any time. Every marketing email carries an unsubscribe link that does it in one click, or see our unsubscribe page. Withdrawing consent does not affect the emails we must send about a booking you have made.

Health information

If you tell us about an accessibility need or a special requirement, that may be information about your health, and we treat it with extra care.

We use it only to make sure your service is provided safely, and we pass it to the team or partner company that needs it — your driver, or our housekeeping team. By entering it, you are giving us your explicit consent to share it with them for that purpose.

You do not have to tell us. We delete this information 30 days after the date of your service, even though we keep the rest of your booking record for longer.

You can withdraw your consent at any time by contacting us — though if you do so before your service, we may not be able to provide it safely.

Who we share it with

• The team or company performing your service — the private hire operator for a transfer, our housekeeping team for cleaning and late check-out. They receive only what they need to carry out the job.
• Our service providers — Stripe (payments), our email provider, and our website hosting and database providers. They act on our instructions and cannot use your information for their own purposes.
• Park Lane Apartments staff, so they can help you during your stay.
• Park Lane Apartments, for marketing — only for people who agreed to it in the past, and only their name, email address and stay dates. We no longer ask when you book. See “Marketing emails” above.
• Anyone we are legally required to share it with.

Some of our providers are based outside the UK. Where that is the case, we make sure appropriate safeguards approved under UK data protection law are in place.

How long we keep it

• Booking, invoice and payment records: 6 years after the end of the tax year, for tax and legal reasons.
• Accessibility and special requirement information: 30 days after your service date.
• Records of email delivery: 12 months.
• Bookings you started but never paid for: 30 days.

Your rights

You have the right to ask us for a copy of your information; to have it corrected; to have it deleted (though we may need to keep some of it for tax and legal reasons while that applies); to restrict or object to how we use it; and to receive it in a portable form.

To exercise any of these, email info@placoncierge.co.uk. We will respond within one month.

You can withdraw your consent to marketing emails at any time, using the unsubscribe link in any of them or our unsubscribe page.

If you are unhappy with how we have handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk, or on 0303 123 1113.

Cookies and similar technology

We do not measure how you use this website, and we set no cookies of our own. There is no analytics, no advertising cookie and no tracking pixel of any kind, so there is nothing to ask you about and no banner to answer.

Two things do store something, and both are necessary. A small amount of storage in your own browser keeps a booking form filled in if your connection drops, so you do not lose what you typed — it never leaves your device and we cannot read it. And Stripe sets cookies at the moment you pay, to take the payment and to prevent fraud. Both are needed for a service you asked for, so neither needs your permission.

You can clear either of them at any time in your browser settings. Clearing the first only means a half-finished booking form starts again.

Changes

We may update this policy. The version that applied when you booked is the one that governs your booking.