Guarantee
A percentage of the total reservation cost will be charged at the time of booking (100%). A credit card is required at the time of booking. Taxes and fees are included.
Cancellation
This reservation is fully refundable. Cancel for free until 30 days before the arrival date at 12:00 AM local time. After the free cancellation window ends, the following fee schedule applies:
If you cancel within 30 days of arrival, you will forfeit all previous charges and will not be charged any additional fees.
No-Shows will be processed the same as cancellations.
Legal Terms & Conditions(These clauses are typically consolidated into the formal "Terms & Conditions" agreed upon during booking.)
Dispute Resolution/Issues: Any concerns regarding your stay must be brought to the attention of the hotel management immediately to allow us the opportunity to resolve them. Complaints not raised during the stay may be more difficult to address after departure.
Use of Personal Information: We collect personal data necessary for your booking and stay. We will process your information in accordance with our Privacy Policy, which complies with applicable data protection laws (e.g., GDPR). By booking, you consent to this processing.
Liability:
The hotel's liability for loss or damage to guest property is limited as per applicable law. Secure in-room safes are provided for valuables.
The hotel is not liable for any indirect, consequential, or incidental damages arising from your stay.
Guests are financially liable for any damage they, or members of their party, cause to hotel property including theft of hotel property items.
Force Majeure: The hotel shall not be in breach of its agreement with you, nor liable for any failure to perform its obligations, due to circumstances beyond its reasonable control. This includes, but is not limited to, natural disasters, acts of government, terrorism, power failures, and pandemics.
Third-Party Rights: These Terms & Conditions are between the hotel and the guest. No third party shall have any rights to enforce any of its terms.
Waiver: If we fail to insist upon strict performance of any of these terms, or if we delay in exercising any rights we have, this will not constitute a waiver of those rights or remedies.
Severance: If any part of these Terms & Conditions is found to be unlawful or unenforceable, the remaining clauses will remain in full force and effect.
Governing Law: These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Cancellation Policy
Terms&Condition
Privacy Policy
Traveling with Minors: The person making the booking and checking in must be at least 18 years of age and will be considered the responsible party for all guests in the room, including any minors.
Accessibility & Special Needs: We strive to accommodate all our guests. Please note, only Room 101 is specifically adapted for accessibility and guests with special mobility needs. We strongly advise guests requiring this room to book well in advance and contact the hotel directly to confirm availability and specific features.
Parking: The hotel does not have its own parking facilities. Guests traveling by vehicle are advised to use public parking options in Cowes. For overnight parking, Northwood House Car Park is a recommended facility nearby. The hotel is not liable for any vehicle damage, theft, or parking fees incurred.
Hotel Events: From time to time, the hotel may host private events in certain areas. Every effort will be made to minimize disruption to guests. Advance notice will be provided where possible.
Gym Access: Our hotel gym is open to the public for a fee.
However, guests who book directly with the hotel or through our official website (www.pinnaclesuites.co.uk ) with cost of £10/per day
Bookings made via other channels (third-party sites) will incur a usage charge.
Guest Policy
Last updated: [30 July 2026]
1. About Us
This Privacy Policy explains how Pinnacle Suites Ltd trading as Pinnacle Suites Hotel ("we", "us", "our"), collects, uses, stores and protects personal information relating to our guests, customers, website visitors and other individuals who interact with us.
Our details are:
Pinnacle Suites Ltd
104A High street, Cowes, Isle of Wight, UK
Email: frontdest@pinnaclesuites.co.uk
Telephone: +44 01983 240287
Trading Name: Pinnacle Suites Hotel
Hotel Address: 104A High street, Cowes, Isle of Wight, UK
Company Registration Number: 14508264
Email: frontdest@pinnaclesuites.co.uk
Telephone: +44 01983 240287
Website: www.pinnaclesuites.co.uk
For applicable data protection legislation, Pinnacle Suites Ltd is the data controller responsible for the personal information described in this Privacy Policy.
2. Information We Collect
Depending on how you interact with us, we may collect the following information.
Identification and contact information
This may include:
Full name
Residential address
Email address
Telephone number
Date of birth
Nationality
Passport, identity card or other identification information where required
Vehicle registration details where parking is provided
Reservation and stay information
This may include:
Arrival and departure dates
Room type and reservation details
Number and names of guests
Booking history
Special requests
Check-in and check-out information
Communications with our reception or reservations team
Complaints, feedback and customer-service correspondence
Payment and transaction information
This may include:
Payment information
Billing address
Transaction details
Deposits and refunds
Invoices and receipts
Where card payments are processed by a third-party payment provider, we may not receive or retain your complete payment card details.
Information about your preferences
Where you choose to provide it, we may record information such as:
Room preferences
Accessibility requirements
Dietary requirements
Other preferences intended to improve your stay
Some information you voluntarily provide may constitute sensitive or special-category personal information under applicable law. We will only process such information where there is an appropriate legal basis for doing so.
Website and technical information
When you visit our website or use our online services, we may collect:
IP address
Browser type
Device information
Operating system
Website usage information
Cookie identifiers
Referral information
Date and time of visits
Please see our Cookie Policy, where applicable, for further information.
3. How We Collect Your Information
We may collect personal information:
Directly from you when you make a booking
When you check in or check out
Through our website
By telephone, email or messaging services
When you contact reception or customer service
Through online travel agencies and booking platforms
Through travel agents or corporate booking partners
From another person making a reservation on your behalf
From payment providers
Through CCTV systems at our premises
Through our Wi-Fi or other hotel systems
Through social media platforms where you interact with us
If somebody makes a booking on behalf of other guests, we may receive information about those guests from the person making the reservation.
4. How We Use Your Personal Information
We may use personal information for the following purposes:
Purpose
Typical legal basis
Managing reservations
Performance of a contract
Providing accommodation and hotel services
Performance of a contract
Processing payments, deposits and refunds
Performance of a contract
Communicating about your reservation
Performance of a contract
Guest registration and identity checks required by law
Legal obligation
Maintaining accounting and tax records
Legal obligation
Responding to enquiries and complaints
Contract and/or legitimate interests
Protecting guests, staff and hotel property
Legitimate interests and/or legal obligation
Preventing fraud and misuse of our services
Legitimate interests
Improving our hotel and customer service
Legitimate interests
Sending marketing communications
Consent or another lawful basis permitted by applicable law
Operating our website and online systems
Legitimate interests and, where required, consent
Managing social-media accounts and integrations
Legitimate interests, consent and/or performance of a requested service
Where we rely on legitimate interests, we consider our interests against your privacy rights and interests.
We do not use your personal information for purposes that are incompatible with those described in this Privacy Policy unless permitted or required by law.
5. Booking Through Third-Party Websites
If you book our hotel through a third-party service such as an online travel agency, travel agent or booking platform, that organisation may provide us with personal information necessary to manage your reservation.
Those companies may separately act as data controllers in relation to information they collect from you.
Their collection and use of your personal information is governed by their own privacy policies.
6. TikTok and Other Social Media Services
We may use social-media platforms, including TikTok, Facebook, Instagram and similar services, to communicate with customers and promote our hotel.
Where our website, applications or internal systems are connected to a social-media platform, we may process information provided through that platform in accordance with the permissions granted by the relevant account holder.
For example, where we use the TikTok Login Kit or TikTok Content Posting API, information processed may include:
TikTok account identifiers;
information made available through authorised TikTok permissions;
authentication and access-token information;
information necessary to publish or manage content where the account holder has authorised us to do so; and
technical information associated with the integration.
We only request permissions reasonably necessary to provide the relevant functionality.
We do not ask customers to provide their TikTok passwords to us.
TikTok and other social-media platforms process information independently in accordance with their own privacy policies.
7. Marketing
Where permitted by law, we may send information about:
Hotel offers
Promotions
Accommodation packages
Events
Hotel services
Where consent is required, we will only send electronic marketing after obtaining your consent.
You can unsubscribe from marketing communications at any time by:
Using the unsubscribe link contained in our emails; or
Contacting us at :frontdesk@pinnaclesuites.co.uk
Unsubscribing from marketing will not prevent us from sending essential communications relating to an existing reservation or transaction.
8. CCTV
We may operate CCTV cameras in appropriate areas of the hotel and surrounding premises.
CCTV may be used for purposes such as:
Guest and staff safety
Crime prevention and detection
Protection of hotel property
Investigation of incidents
CCTV footage is only retained for as long as reasonably necessary for these purposes, unless footage must be retained for an investigation, legal proceeding or other lawful reason.
9. Hotel Wi-Fi
If we provide guest Wi-Fi, certain technical information may be processed in connection with providing and securing the service.
This may include:
Device identifiers
IP addresses
Connection times
Network activity necessary for security and system administration
We may use third-party service providers to operate our Wi-Fi systems.
10. Who We Share Personal Information With
Where necessary, we may disclose personal information to trusted third parties, including:
Hotel management and authorised staff
Reservation and property-management system providers
Website and hosting providers
Online booking platforms
Payment processors and banks
IT service providers
Accountants and professional advisers
Cleaning, maintenance or operational service providers where appropriate
Marketing and communications providers
Social-media platforms where you choose to interact with those services
Insurance companies
Law-enforcement agencies
Courts and regulatory authorities
Government authorities where disclosure is legally required
We require service providers handling personal information on our behalf to protect that information appropriately and only use it for authorised purposes.
We do not sell your personal information to third parties.
11. International Transfers
Some of our technology, booking, payment, cloud or other service providers may process personal information outside the country in which our hotel operates.
Where personal information is transferred internationally, we take appropriate measures as required by applicable data-protection legislation.
These measures may include using recognised adequacy arrangements, contractual safeguards or other legally permitted transfer mechanisms.
12. How Long We Keep Your Information
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and to comply with applicable legal, accounting, taxation, regulatory and contractual obligations.
Retention periods may therefore vary according to the type of information.
For example:
Reservation and transaction records may be retained for the period required by accounting, tax and legal requirements.
Guest-registration information may be retained for periods required by applicable accommodation or law-enforcement regulations.
Customer correspondence may be retained while necessary to manage enquiries, disputes or claims.
CCTV footage is normally retained only for a limited period unless required in connection with an incident.
Marketing information is retained until consent is withdrawn or the information is no longer required.
When information is no longer required, we will delete it, anonymise it or securely dispose of it as appropriate.
Providing retention periods or the criteria used to determine them is part of the information expected in a UK-GDPR privacy notice.
13. Security
We take reasonable technical and organisational measures designed to protect personal information against:
Unauthorised access
Loss
Misuse
Disclosure
Alteration
Destruction
Access to personal information is limited to employees, contractors and service providers who reasonably require access for their duties.
However, no internet transmission or electronic storage system can be guaranteed to be completely secure.
14. Your Privacy Rights
Depending on the law that applies to you, you may have rights concerning your personal information, including the right to:
Request access to your personal information
Request correction of inaccurate information
Request deletion of your information
Request restriction of processing
Object to certain processing
Request transfer of certain information
Withdraw consent where processing is based on consent
Object to direct marketing
Lodge a complaint with the relevant data-protection authority
UK GDPR guidance identifies these rights, together with information about legal bases, retention, international transfers and complaints, as important elements of a privacy notice.
To exercise a privacy right, contact:
Email: frontdesk@pinnaclesuites.co.uk
We may need to verify your identity before responding to certain requests.
15. Children's Personal Information
Guests under the age of 18 may stay at our hotel subject to our booking policies and applicable law.
We may receive limited information about children where necessary to manage a reservation, such as their:
Name
Age
Accommodation requirements
We do not knowingly use children's personal information for direct marketing without the appropriate legal basis or permission where required.
16. Cookies
Our website may use cookies and similar technologies to:
Operate essential website functions
Remember preferences
Measure website performance
Understand how visitors use our website
Provide relevant advertising where permitted
Where required by applicable law, non-essential cookies will only be activated after obtaining appropriate consent.
Further details should be provided in our Cookie Policy or cookie-management interface.
17. Third-Party Links
Our website may contain links to third-party websites, booking platforms, payment providers or social-media platforms.
We are not responsible for the privacy practices of independent third parties.
We recommend reviewing their privacy policies before providing personal information.
18. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect:
Changes to our services
Changes to our technology
Changes to our data-processing activities
Changes to applicable laws or regulations
The latest version will be published on our website together with its effective or "last updated" date.
Privacy information should also be reviewed and updated when processing practices change.
19. Contact Us
For questions concerning this Privacy Policy or our handling of personal information, please contact:
Pinnacle Suites Hotel
104A High street, Cowes, Isle of Wight, UK
Email: frontdest@pinnaclesuites.co.uk
Telephone: +44 01983 240287
If applicable, you may also lodge a complaint with the data-protection supervisory authority in your country.
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