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Privacy Policy

PRIVACY POLICY

This statement relates to our privacy practices in connection with this website. We are not responsible for the content or privacy practices of other websites. Any external links to other websites are clearly identifiable as such. Some technical terms used in this statement are explained at the end of this page.

STATEMENT
Twin Trees Hotel & Leisure Club respects your right to privacy, and will not collect any personal information about you on this website without your clear permission. Any personal information, which you volunteer to Twin Trees Hotel & Leisure Club will be treated with the highest standards of security and confidentiality, strictly in accordance with the Data Protection Acts, 1988 & 2003.

COLLECTION AND USE OF PERSONAL INFORMATION
Twin Trees Hotel & Leisure Club does not collect any personal data about you on this website, apart from information which you volunteer (for example through the booking process, by e-mailing us or by using our online enquiry forms). Any information, which you provide in this way, is not made available to any third parties, and is used by Twin Trees Hotel & Leisure Club only in line with the purpose for which you provided it.

PRIVACY STATEMENT

We are committed to ensuring that your privacy is protected and understand the need for appropriate protection of all personal information provided by you to us. This Privacy Policy has been created in order that you understand the importance that we attach to this issue and our commitment to ensure that we comply with legislation in this area.

By providing us with your personal data, you consent, agree and accept that we, as well as our respective representatives and/or agents may collect, use, disclose and share among ourselves your personal data as described in this policy.

WHO WE ARE

Twin Trees Hotel & Leisure Club

Downhill Road

Ballina

Mayo

Ireland

Company Registration No : 540774

WHAT INFORMATION DO WE COLLECT ABOUT YOU?

We collect information about you when you register for our newsletter or commence or complete an online transaction or hotel booking. We may also collect information about you when you contact our reservations team to make a booking over the phone or via email.

We also collect information from you at networking and industry events to subscribe to any of our marketing communications. Some of the information we collect may be classed as personal data, that is, it is information about an individual who can be identified from it. It may be collected any time you submit it to us, whatever the reason may be.

In doing business with you, typically we will collect:

Full or partial contact details including names and addresses (including business details if you are making a corporate booking), telephone and email details.

If you have special requirements then it may also be necessary to collect details about diet or disability or any other preferences that you may have.

When making a reservation or purchasing we collect payment card information from you should you choose to use this form of payment for purchasing or guaranteeing use of our products and services.

If you choose to connect with us via social media links, for example such as Facebook or Twitter, we may collect your user name, your name (including surname) and email address, your gender, your age category, and your location.

If you provide us with any personal data relating to any third party (e.g. information about your spouse, children, employees or colleagues) for particular purposes, by submitting such information to us, you warrant and represent to us that you have obtained the consent of such third party to provide us with their personal data for the respective purposes.

HOW WILL WE USE THE INFORMATION ABOUT YOU?

We use the information we collect about you to process your bookings, answer your queries, process your giftcard and voucher purchases and provide information to our hotel staff regarding your booking and processing your booking.

With your consent, we will contact you via our marketing and sales channels (email, phone, social media) about other related products and services we think may be of interest to you. Our marketing communications are generally sent by email but we may sometimes use other methods of delivery such as by messenger or SMS.

We may use your information to meet and comply with any applicable rules, laws, regulations, codes of practice or guidelines issued by any legal or regulatory body which are binding on us; and for purposes which are reasonably related to the aforesaid.

We operate a centralised reservation system. Reservation details may be emailed to other staff members of the hotel with lead guest name, telephone number, number of guests and children’s ages and any special requirements. This means that any personal data you have shared with us for booking purposes will be made available to other persons working in this hotel for reservations purposes.

We sometimes engage the services of trusted third parties to process the information collected by generating anonymised statistics to assist us with our marketing campaigns and business analysis. We do not disclose this anonymised data outside of our business group. It is not possible for the business to identify an individual from such anonymised data presented in our internal reports.

DATA SHARING

We do not share your data with any third parties outside of the above processing arrangements and we do not share your data with any business external to our hotel for their own marketing purposes. From the data we collect, you should only ever receive marketing communications from Twin Trees Hotel & Leisure Club.

We may also disclose personal data as permitted or required by law. For instance, if asked by the authorities, such as the An Garda Síochána or other Government Agencies. We may share your personal data with them for the purposes of prevention and detection of crime and in legal compliance with data protection laws and the General Data Protection Regulations. Information is not shared with them outside of this purpose.

TRANSACTION AND INFORMATION SECURITY

We understand how important it is to securely store any information that you provide. Twin Trees Hotel& Leisure Club take the privacy and security of your payment and personal details very seriously. As part of our security measures, we use encryption technologies for online transactions via our websites.

You can tell whether a page is secure as ‘https’ will replace the ‘http’ at the front of the www.twintreeshotel.ie in your browser address window. A small locked padlock will also appear either in the bottom bar of your browser window or alongside the browser address, depending upon which browser software and version you are using.

Whilst we take reasonable, appropriate technical and organisational measures to safeguard the personal data that you provide to us, no transmission over the internet can ever be totally guaranteed secure. Consequently, please be aware that we cannot guarantee the complete security of any personal data that you transfer over the internet to us whilst in transit. Sending such information is entirely at your own risk.

We use Net Affinity as our booking engine provider, please see below for details

https://www.netaffinity.com/

MARKETING

We work continually to ensure our marketing communication to you is relevant and appropriate to your needs and likes. You have a right at any time to stop us from contacting you for marketing purposes. If you no longer wish to be contacted, you can unsubscribe by any of the following methods:

selecting the UNSUBSCRIBE link included in our emails or on our website;

contacting our Marketing Team on the email addresses below:

marketing@twintreeshotel.ie

LINKS TO OTHER WEBSITES

Our website may, from time to time, contain links to and from other websites. If you follow a link to any of those websites, please note that those websites have their own privacy policies and that we do not accept any responsibility or liability for those policies. Please check those policies before you submit any data to those websites.

GUEST REVIEWS

We may use your contact information to send you a post stay email and invite you to write a review after you have stayed with us. We process Guest Reviews by inviting you via email to submit a Guest Review also via email. By completing and submitting a guest review, you are agreeing that it will be shared with management and to the relevant departments. It will also be displayed on our social media accounts to inform other travellers about your experience of the quality and experience of your visit.

BUSINESS TRANSFER

In the event that our business is transferred, sold or integrated with another business, your details may be disclosed to our advisers and any prospective purchaser’s advisers and may be passed to the new owners of the business.

ACCESSING AND AMENDING YOUR PERSONAL INFORMATION

You have a right to access a copy of the information which we hold about you. If you would like to do this, please email or write to us at the following address. We will process your request in line with the guidelines provided by the Data Commissioner of Ireland https://www.dataprotection.ie and GDPR.

Data Management, Marketing

Twin Trees Hotel & Leisure Club

Downhill Road

Ballina

Mayo

Ireland

We want to make sure that your personal information is accurate and up to date. You are able to make amendments, or withdraw your consent for use, by contacting us at marketing@twintreeshotel.ie or in writing to us at Twin Trees Hotel & leisure Club, Downhill Road, Ballina, Mayo, Ireland or my contacting us on tel: +353 (0) 96 21033

RETENTION OF INFORMATION

Your personal data will be retained for as long as it is necessary to fulfil the purpose for which it is collected or for business or legal purposes, or in accordance with applicable laws. Will we continue to send you relevant marketing information unless you unsubscribe via email or contact us directly.

CHANGES TO THIS POLICY

We reserve the right to change this Policy from time to time in our sole discretion. If we make any changes, we will post those changes here so that you can see what information we gather, how we might use that information and in what circumstances we may disclose it. By continuing to use our site or our services or otherwise provide data after we post any such changes, you accept and agree to this Policy as modified.
Cookie Policy
Cancellation Policy

Check in : after 3pm on your day of arrival.
Check out : 12pm on the day of your departure, late check out is available at a supplement, please select this at the time of booking or request on arrival at check in.

Reservations, excluding pre-paid reservations, may be cancelled or amended up to 48 hours prior to the day of arrival. Failure to cancel your booking prior to this time will result in an automatic charge equivalent to 1 night’s accommodation being charged to your credit or debit card.

To cancel your booking please use the online cancellation facility or email the hotel directly on info@twintreeshotel.ie quoting the Booking Reference Number issued with your confirmation. Please note that rates applying to children are inclusive of Bed and Breakfast only. Children are not permitted in the hotel Nest Bar Brasserie after 9 pm. The cost of any additional children's meals shall be paid on departure.

Whilst every effort has been made to ensure the accuracy of all information, Twin Trees Hotel & Leisure Club does not accept liability for any errors or omissions and reserves the right to change information and descriptions of products in the hotel.
Health & Safety Info
In the Twin Trees Hotel & Leisure Club we are proud to present our Covid-19 Prevention Plan for Health, Safety & Operational Information for public view. We have published this plan to assure our team of their safety while at work and also to give assurance to our guests on what measures we have in place throughout our property to ensure safety.

Our team, in all departments, have worked hard to produce this plan to meet all the necessary HSE, Failte Ireland & Government directive guidelines.

We thank all our team for their commitment to hygiene excellence and to our many guests for your understanding during these challenging times.

HOTEL PUBLIC AREA POLICY
- The hotel has hand sanitisers readily available throughout the property
- Floor foot markings will be available to guide guests on where to stand and in some areas which directions to walk
- Our public toilets have a maximum capacity of 2 people at any one time.
- If you enter the toilets and notice two toilets are already in use please step back outside and wait for someone to come out of the toilet area before re-entering.
- Hand washing and hand gel facilities are available in all toilets for use
- All lift exits will have sanitisers at the entrance so that guests and staff can sanitise their hands as they enter and exit.
- The maximum capacity of the lift is 2 people at any one at a time, or if not sharing accommodation together, only one person at a time.
- All touch surfaces will be cleaned with antibacterial wipes every 15-20 minutes
- Relevant Covid-19 signage is display throughout the property
- All soap dispensers, towel dispensers and hand sanitisers will be refilled regularly
OUR TEAM
- Have all completed Hygiene Excellence Training in June 2020
- Will maintain social distance at all times
- Will wash their hands every 30 minutes or as frequently as possible
- Handwashing will be for a duration of 20 seconds or more
- Hand sanitisation will be done during each and every task of service
- We will use disposable service cloths throughout the property
- Only 3 team members will be permitted in the canteen area at one time
- Scheduled breaks will be assigned by department HOD and must be to time
- No congregation/groups of staff is permitted in any area of the hotel
- Will declare weekly that they are illness free and able to work
- On arrival at work, staff will use hand sanitiser before clocking-in or using keypads
- Our team will not use public toilets
GUEST RESPONSIBILITIES
- We ask all guests to maintain social distance from staff and others at all times
- On arrival guests will be asked to follow our floor markings on arrival at reception
- Guests will need to declare that they do not have a temperature or are unwell on arrival
- We kindly ask guests to phone reception from their bedrooms with any queries
- We kindly ask guests to use their bathroom facilities during your stay
- Detailed guest information will be provided on arrival which we urge all guests to read
- Breakfast will be served in The Brosna Restaurant and by table service only
RECEPTION POLICY
- The reception area where customers enter the property will be a safe zone for reception staff at the rear of the counter
- No other staff to access the reception area during shifts
- The staff area needs to be sanitised in advance and any staff returning to this area need to sanitise their hands to maintain safety
- The Reception area will have a Perspex screen
- The Reception team will have the option to wear face masks/shields/visors
- Key cards & welcome letter will be dispatched to guests by leaving on the counter for the guests to take
- Credit card machines will be wiped clean with sanitised wipes after every use
- Hand washing of staff should take place every 30 minutes
- Hand sanitisers will be available for the Reception Team at all times
- Gloves will be worn for any cleaning duties or disposing of bins
- Our team will operate a strict non-contact greeting for guests and work colleagues
- A credit card will be required to enable credit (room charges) during guest stays
- All keys should be returned to the desk before 11am on the day of departure
- Any outstanding room charges will be billed to the credit card on file
- Invoices can be emailed to the guest
- We encourage guests to use contactless credit cards for payments where possible
FOOD & DRINK SERVICE
- Tables will be distanced from each other
- If sufficient distance isn’t available, we will close off tables to allow space
- All service (for food & drinks) will be done based on table service only
- All tables will be cleaned and sanitised after use
FOOD PREPARATION & KITCHEN POLICY
- Chefs and Kitchen Porters will wear their uniforms at work only and will change before they commence duty and before they finish.
- All clothing/personal items are to be kept in personal locker only.
- Hand gel dispensers are available at the entrance and exit of all doors, on front of all preparation surfaces, pot wash, dish wash and still areas and at all hot passes.
- Hand sink will be available at all times with soap and paper towels connected.
- Work surfaces will be cleaned every 15 minutes on the quarter hour with a sanitiser spray and will be left on the surface for the longest possible contact time.
- Hand washing will take place every 30 minutes on the half hour to ensure that it complies with Covid-19 safety procedures.
- If gloves are to be used, they are to be removed every 30 minutes and hand washing must take place. If gloves are to be continued to be used after that time a fresh pair of gloves will be provided.
- Only Chefs and KPs will work in the main kitchen areas and waiting staff may enter as far as the hot passes or wash up set down.
- Masks will be provided for all kitchen members and to be used in accordance with social distancing government recommended guidelines.
- Sanitisation of cutlery and crockery will be carried out by the Kitchen Porter and all items that the kitchen staff handle will require the step of hand sanitising before handling.
- Chefs should not share their utensils with any other member of staff.
- Chefs and KPs leaving their own immediate work area must hand sanitise and also when they return.
- Frequently used touch points will be cleaned and sanitised regularly.
BAR POLICY
- All staff have the option to wear masks or face shields if they choose
- Uniforms will not be worn to work and will be put on at work and be removed before leaving. All clothes/staff belongings will be kept in each employee’s locker
- Hand sinks in the bar are fully equipped with soap and paper towels. Sinks will operate as hand sinks only
- Sanitisation of glasses will be carried out by your glass washer and all the steps that the bar staff handle will require the step of hand sanitising first. This means glasses will be taken from the glass washer with hand sanitisation first, glasses to be taken from the storage area to be dispensed to a customer with hand sanitisation first. If a waiting staff member has to bring the glass to the customer, hands sanitisation first.
- Customers will be seated and will not choose their seating at random
- Tables will be set up according to social distancing rules
- Draft dispenser handles, bottles, ice tongs etc. all require a sanitising step before use particularly when the bar is being shared by another bar member
- Tables & condiments will be pre-sanitised and set before the customer sits
- All service of Food & Drink will be done by Table Service only
- All glasses /crockery and cutlery are given to customers sanitised
- Menus are sanitised after ever use
- Drinks menus will be cleaned after each use
- The bar will have a sanitiser spray/degreaser spray clearly labelled with antibacterial wipes also available to be used when required
- Any member of staff leaving their area of work needs to hand sanitiser
- Every staff member will be allocated one role per day and are required to remain at that role to avoid cross contamination
- Credit Card Machines/Touchscreens/Pads will be wiped after each use
- Staff hands must be sanitised every time after handling cash
- A box for customer pens will be created and labelled “Contaminated pens for sanitation”
- Each staff member to have their own pen which is not to be shared
HOUSEKEEPING/ACCOMMODATION POLICY

The Covid-19 Accommodation Policy is designed to ensure guest and team safety at all times as well as meeting Covid-19 Prevention and Government Guidelines.

Sadly, we cannot service stayover bedrooms. Our Accommodation teams are not permitted to enter or clean an occupied room during a stay. This means that beds will not be made and towels will not be changed during a stay.

If guests would like to request clean linen or towels, they can do so by calling Reception. If a guest would like used linens or towels removed from their bedroom, the guest can place all used laundry into a laundry bag which is available from reception. All used items should be placed in the bag, the bag should be left in the hallway by 13.00 hrs where our accommodation team will collect it.

The following measures are in place for our teams:
- Our accommodation team will have the appropriate PPE
- Hand sanitisers are available for staff use on each of their cleaning trolleys
- Disposable aprons & gloves are provided for use. These need to be changed after each room is cleaned
- Once an Accommodation Assistant has left a room their PPE Equipment will be disposed of. A specific bag will be provided to dispose of used PPE items on the accommodation cleaning trolley
- Masks & Visors are provided and are of optional use
- Upon entry of a bedroom for cleaning, the room will be sprayed with sanitizer spray
- All dirty laundry and towels must be stripped and placed in blue laundry bags as a first task of the cleaning procedure
- All bedrooms & bathrooms will be deep cleaned after every departure
- All door handles & doors will be washed with bleach and cleaning agents daily
- All linen & towels will be washed with additional bacterial cleaning agents
- The Accommodation Team will follow our Covid-19 Accommodation Hotspots Checklist to ensure all key areas of the bedroom have been sufficiently cleaned
- After a bedroom is cleaned, our Accommodation Supervisor, completes their checks
- After checks, the entire bedroom and bathroom areas are sprayed with Sanitiser Spray
- The PPE that the accommodation staff use is to be single use, per room
- Accommodation staff that have been requested to attend an occupied bedroom with an incident to clean up will only be carried out when the room is unoccupied
HANDLING OF A CONTAMINATED ROOM:

Disinfecting of a room that a person with suspected/confirmed COVID-19 has isolated in:
- The room will be sealed with no entry for at least one hour before cleaning.
- The room will be clearly marked out of order
- The person assigned to clean the area should wear all available PPE items.
- Upon entry to the room, the window should be opened.
- Cleaning of all the space and the furniture will be done using disposable cleaning cloths and sanitising spray.
- All of the Covid–19 Hygiene Hotspots will be deep cleaned.
- All waste that has been in contact with the occupant; including used tissues, masks and other items, will be placed in a plastic rubbish bag which will then be sealed.
- All PPE/Aprons/Gloves worn by the Accommodation Assistant will be discarded into a waste bag.
- All waste will be then placed in a second plastic bag and sealed.
- Sufficient handwashing and sanitisation will take place of the Accommodation Assistant.
- Store the bag in a safe waste area until the result of the test is available. If the occupant tests negative, place the waste in the normal domestic waste bins. In the event the occupant tests positive, the HSE will advise us on how to handle the waste.
- Once the room has been cleaned and disinfected and all surfaces are dry, the room can be put back into use.
- If a the person spent time in a communal area or they used the toilet or bathroom facilities, then these areas should be cleaned with household detergent followed by a disinfectant as soon as is practicably possible.

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