Complaint or claim
If you make a complaint or is involved in a claim, we at ESS Hotel Group AB and any of our destinations, the complaint concerns (“ESS”, “we”, ”our” and ”us”) will process your personal data to handle the complaint or claim.
We do everything we can to please our customers and as a result rarely receive complaints, but should you want to make a complaint regarding one of our services or discuss your booking/purchase or stay with us, we will process your personal data as described below. We will collect your personal data from you yourself or provide the information ourselves.
To handle any complaints or claims
What processing we perform
What personal data we process
Our lawful basis for the processing
- Handle any complaints or claims
- Contact details you have chosen to use, e.g. e-mail address and/or phone number
- Information from our communication with you in relation to the claim, e.g. information about the relevant booking or information about your stay
The processing is necessary to act according to legal obligations to which we are subject.
In these cases, you need to provide your personal data to us since we otherwise will not be able to comply with your consumer rights.
We also have a legitimate interest to process your personal data to defend ourselves against a possible complaint or claim.
Storage period: We will store your personal data from the time the complaint or claim was initiated and for the duration of such complaint or claim.
Note that the ongoing claim or right may mean that we cannot delete all your personal data even if you make a request to be forgotten.
Here you can find all our privacy policies which describe how we process personal data in other situations, e.g. if you visit our website, make a purchase or otherwise are in contact with us.
Which company is responsible for the processing of your personal data?
The company who run the destination which your complaint or claim concerns is responsible for the processing of your personal data together with ESS Hotel Group AB (Swedish registration number 556710-8047). You can find information about our destinations here.
If you wish to know more about how personal data is shared within our corporate group, you can find more information here.
Please contact us via our e-mail address firstname.lastname@example.org, or give us a call on +46 775-553 553 if you have any questions regarding our processing of your personal data or if you wish to exercise any of your rights. Our postal address is ESS Hotel Group AB, Drakegatan 10, 412 50 Gothenburg, Sweden.
Who can gain access to your personal data and why?
Your personal data is initially collected and processed by us as controllers and we do not sell your personal data. This means that your personal data will be handled by our employees, but only personnel who need such access to conduct their work.
We also use processors that carry out processing on our behalf to conduct our business, such as suppliers and partners which therefore will process your personal data. We are responsible for any sharing of your personal data to such suppliers or partners and to make sure your personal data is safe when shared with third parties as set out below. We only use processors providing sufficient guarantees that the processing will meet all legal requirements and ensure the protection of the rights of the data subject.
We will share your personal data with our IT suppliers who will process these on our behalf and on our instructions to ensure good and secure IT operations. We only share your personal data with our IT suppliers if it is necessary for them to fulfil their obligations towards us according to the contract that we have with them.
Where are your personal data processed?
As a main rule we only process your personal data in the EU/EEA and choose suppliers based within the EU/EEA. The use of our suppliers will however in some instances mean that your personal data is transferred outside of the EU/EEA.
We only transfer your personal data outside of the EU/EEA if we can make the transfer according to the data protection rules. This means that the transfer either is governed by an adequacy decision or that we rely on Standard Contractual Clauses and supplementary measures to provide a safe transfer of your personal data.
What are your rights when we process your personal data?
You have certain rights that you can exercise to affect how we process your personal data. You can read about what those rights are below. Contact us if you want to exercise any of your rights.
- Right to lodge a complaint with a supervisory authority
You always have the right to lodge a complaint with a supervisory authority. You may do this in the EU/EEA member state where you live, work or where an infringement of applicable data protection laws is alleged to have occurred.
- Right to object to processing
You have a right to object to our processing of your personal data when the processing is based on the lawful basis “legitimate interest”. We may continue to process your personal data based on our legitimate interest to establish, exercise or defend ourselves against a legal claim.
- Right to information and access
You have the right to obtain confirmation as to whether we are processing personal data about you or not. If we do process your personal data, you also have a right to obtain a copy of the personal data processed by us as well as information about how we process your personal data.
- Right to rectification
You have a right to correct any inaccurate personal data concerning you that we may be processing and to ask us to have incomplete personal data completed.
- Right to erasure (“the right to be forgotten”) and restriction of processing
You have a right to request that we delete your personal data. We will delete the personal data for example if you have withdrawn your consent and there is no other lawful basis for processing.You also have a right to request that we restrict our processing of your personal data. We will do so for example when the accuracy of the personal data is contested by you, or the processing is unlawful, and you do not want us to delete your personal data but instead you request that we restrict our use of them.
Balancing of interests assessments when processing personal data based on the lawful basis “legitimate interests”
As we state above we process your personal data based on our “legitimate interest”. By carrying out a balancing of interests assessment concerning our processing of your personal data, we have concluded that our legitimate interest for the processing outweighs your interests or rights which require the protection of your personal data.
If you want more information in relation to our balancing of interests assessment, please do not hesitate to contact us.
This policy was adopted on 2022-06-21.
Last updated 2023-04-18.