privacy policy

What personal information we collect

Legal justification for processing personal information

When we process personal information about you, we do so only as necessary in order to deliver global serviced apartment agency booking and consulting services to you and your employer (our corporate client), to operate our business, to meet our contractual agreements and legal/regulatory obligations, to protect the security of our services, systems and clients, and to meet other legitimate interests as described in this statement.

Enquiry Information

If you contact us, register an enquiry with us or receive services from us, we collect information about you. You may give us the information, or your employer (our corporate client) may provide it to us directly. This may include your name, email address, phone numbers, employer, and physical work address(es), as well as details about your accommodation requirements (including budget, details of your stay and preferred accommodation type).

We may also require a unique identifier such as your employment ID number, passport number, gender and date of birth for identification and/or traveller tracking or safety purposes. If we book a serviced apartment stay for your travel companions, we may collect similar information about them.

Travel Information

If you book a serviced apartment stay with us, we may collect the details of your travel (such as arrival and departure location, airline and flight number) and other information required for the purposes of confirming your booking and coordinating arrangements for your arrival at the start of your stay. We may also collect special categories of information to provide accessibility, meal preferences or other requested services.

How we use your personal information

Provide you with our products and services

We use your information to book serviced apartment stays globally, prepare confirmations and invoices, communicate with you about our services, and provide customer service.

Provide our products and services to corporate clients

We use your information to provide our global serviced apartment booking agency services, consulting services and business insights to your employer to comply with our agreements with them, to communicate about our global agency booking and consulting services, and to help ensure compliance with our clients’ corporate travel policies and programmes.

Process payments

We use your information to process transactions and provide you with related customer service.

Website use and Cookies

When you visit our website, we collect cookie information about your use of the website to help us improve the service we deliver. Cookie information can include your IP address, the type of browser you’re using and your language settings.

Operate, review and improve our business

We use your information for compliance with our company policies and procedures, for accounting and financial purposes, to detect or prevent fraud or criminal activity, to perform, review and improve our business and range of services, and otherwise as required by law.

Marketing and your choices

We may use personal information to tell you about our services and/or determine whether you may be interested in new services we develop. Your consent to receive these communications from us can be withdrawn by using the “Unsubscribe” button we include at the bottom of our marketing communications.

We will also send you messages that are essential for the effective delivery of our global agency booking services; for example, serviced apartment options that meet your requirements, a confirmation once a booking has been made, ongoing customer services related to your booking, and to request feedback on services you have received from us.

Some of these service messages may contain information presented to you as part of our service agreement with your employer (for example, messages related to compliance with their corporate travel policies and programmes). If you choose to unsubscribe from our marketing communications, you will continue to receive these service-related messages from us.

How we share your personal information

Your employer

Our global agency services to you are provided under the terms of our service agreements with your employer (our corporate client).

We share your information with them to allow them to manage their business travel or global mobility needs, meet their duty of care to their employees, and assure compliance with their corporate travel policies and programmes. At the request of your employer we may also share information with their vendors, for instance data feeds for traveller tracking purposes.

Our supply chain partners

We share information with our global brand partners (serviced apartment providers, hotels and aparthotels) and travel service providers (for instance, airport car services) for the purposes of confirming your serviced apartment booking and providing any additional services to you and your employer. We do not sell information to third parties in order that they can market their own product or services to you directly.

Our vendors

We share information with our vendors who deliver services on our behalf, for instance our software developers and vendors who provide IT support, hosting services and marketing and communications services. Our vendors only access information required to perform their services on our behalf, as set out in our agreements with them.

Business insights

We combine data from travellers who book serviced apartments globally with us to create aggregated management information which does not identify you personally. We use this management information to understand business trends and to provide business insights and recommendations to our clients. We may also share them with third parties.

Business transfers

Should we negotiate or complete a transaction involving all or part of the business (for example, a merger, sale or acquisition), we may disclose information to third parties involved in the transaction to the extent permitted by law.

As required or permitted by law

We may disclose information to regulatory authorities, courts, and government agencies where we believe doing so is permitted or required by law, regulation or legal process, or to defend the interests, rights or property of CAP Worldwide. We may also share personal information with other parties as directed by you or subject to your consent.

How long we retain personal information

CAP Worldwide only keeps personal information for as long as required to provide our global serviced apartment agency booking and consulting services and for legitimate business purposes, unless we are required by law or regulation or for litigation and regulatory investigations to keep it for longer periods of time. In the UK, data is kept for at least 6 years for audit purposes and to ensure compliance with regulatory bodies such as HMRC.

How we protect and store your personal information

We have in place reasonable technical, administrative and physical security measures in order to protect your information from unauthorised access and use.

International Transfers

We may transfer your information to jurisdictions outside of your home country as necessary for the purposes described here, which may include countries outside of the EU and UK that do not provide the same level of data protection as your home country.

To protect this information, transfers will be made as permitted by applicable law and we require all our supply chain partners to sign our terms and conditions which include strict data privacy requirements compliant with EU and UK standards. Regardless of where we process your information, we protect it as described in this privacy statement and in accordance with applicable laws.

Your rights

Under EU and UK law, as a user of our services you have the right to be informed of whether we are processing your information and to access, transfer, correct, delete or object, upon request and free of charge, to our use of your information.

As a user of our services You may:

Request access to your information by making a Subject Access Request. You can also request a copy of the information we hold about you.

Request correction of your information if you believe it is inaccurate.

Object to the processing of your personal information. We only use personal information for the purposes outlined in this privacy statement, so any request for restricting processing of your data in future will be carried out after your serviced apartment booking and stay has taken place.

Request that your personal information is deleted.

Under certain circumstances, you may be able to transfer the personal information you submitted to us to another company.

If you believe we are using your information in a manner which breaches data protection law, you have the right to lodge a complaint with a data protection authority (if you are in the UK, this will be the ICO).

Please note that we may need to retain certain information for purposes of statutory recordkeeping, to complete any booking which commenced prior to your request, or for other purposes as permitted by law.

To learn more or exercise these rights, please contact us at privacy@capww.com

Website use and Cookies

What are Cookies?

Cookies are small files placed on your computer or smartphone when you visit a website. We use cookies to enhance and to personalise your experience with our online services, to store any preferences and/or login information securely and to identify which parts of online services you have visited. Many of our cookies are session cookies (meaning they are deleted when you close your browser), but some of our cookies will last for longer.

Some of the functions that cookies perform can also be achieved with other technologies (like web beacons, pixels, gifs, and tags). We use the term 'cookies' to mean cookies and all similar mechanisms.

What Cookies does CAP Worldwide use?

Essential Cookies

These cookies are vital to the basic performance of our websites and online services; they enable critical authentication and validation of users, session management and fraud prevention.

Examples are cookies that:

• enable us to confirm that you have successfully logged in
• enable you to navigate efficiently between pages

Functional Cookies

These cookies provide you with additional functionality and enable us to remember any settings you may have applied previously.

Examples are cookies that:

• enable us to remember any preferences, like language and font size, you may have set
• enable us to remember your login details, like your user ID

Performance Cookies

Performance Cookies log how you use our online services and allow us to measure and improve functionality, and to promptly identify and fix any issues that may impact on how our online services work for you. The information collected by these cookies is aggregated before use to allow us to make improvements to your user experience.

Examples are cookies that:

• enable us to understand which browser most visitors use
• enable us to test different versions of the same page, to assess which page layout provides the best user experience.

We use the services of Google Analytics to place these cookies. You can decline these cookies using the instructions in Managing your Cookie Preferences below.

Managing your Cookie preferences

Through your browser settings

If you prefer to restrict, block or delete cookies from our, or from any other website, you can use your browser to do this.

Every browser works slightly differently, so please refer to the “Help” function within your browser for instructions on how to restrict, block or delete cookies. Please be aware that disabling essential, functional and performance cookies may affect how our website and online services work, and therefore your user experience.

Using a third-party opt-out

You can decline Google Analytics by following their opt-out instructions:

Google: https://tools.google.com/dlpage/gaoptout

Changes

We may change this privacy statement from time to time as our business changes or legal/regulatory requirements change. If we make material changes to this statement, we may communicate with you directly about the change. This privacy statement was issued in April 2024.

Contact us 

If you have questions about our privacy statement, wish to exercise your rights, or to raise a complaint, please contact our Data Protection Officer at privacy@capww.com or at:

Data Protection Officer
CAP Worldwide
Oriel House
26 The Quadrant
Richmond
Surrey TW9 1DL 

Should you wish to request information about the personal information we hold about you, this is known as a Subject Access Request. When emailing please enter “Subject Access Request” in the subject line so we can expedite our response to you. We will aim to respond to all subject access requests as quickly as possible, and within one month of receipt of the request.

Should you wish to raise a complaint, we will ask that you submit your complaint in writing. We will investigate your complaint and respond to you in writing within 30 days of receipt. If we are unable to respond within 30 days – for instance if your complaint is especially complex – we will let you know and explain why any extension for our response is necessary. If we fail to respond or if you are otherwise dissatisfied with the response that you receive from us, you may have the right to make a complaint to your regulator.

Should you wish to request information about the personal information we hold about you, this is known as a Subject Access Request. When emailing please enter “Subject Access Request” in the subject line so we can expedite our response to you. We will aim to respond to all subject access requests as quickly as possible, and within one month of receipt of the request.

Should you wish to raise a complaint, we will ask that you submit your complaint in writing. We will investigate your complaint and respond to you in writing within 30 days of receipt. If we are unable to respond within 30 days – for instance if your complaint is especially complex – we will let you know and explain why any extension for our response is necessary. If we fail to respond or if you are otherwise dissatisfied with the response that you receive from us, you may have the right to make a complaint to your regulator.