Privacy Policy

1. What information we collect

Information you give us

We collect personal information you voluntarily provide when you contact us, make an enquiry, place a booking or otherwise interact with us. This may include:

• full name
• email address
• phone number
• home or billing address
• booking details
• guest communication preferences
• payment or billing information
• vehicle information where relevant to your stay
• any other information you choose to provide to us

If you provide information on behalf of other guests in your group, you are responsible for ensuring you have their permission to do so.

Information collected automatically

When you visit our website, we may automatically collect certain technical information, such as:

• IP address
• browser type
• device type
• operating system
• referring website
• pages visited
• date and time of access
• general location data based on IP address

This helps us understand how people use our website, improve performance, maintain security and support analytics.

Sensitive personal information

We do not intentionally collect or process sensitive personal information unless it is necessary and you choose to provide it to us, for example in relation to an accessibility request or specific stay requirement.

2. How we use your information

We use your personal information to:

• respond to enquiries
• manage and confirm bookings
• communicate with you before, during and after your stay
• process payments and refunds
• provide guest support
• send important service messages, such as check-in details
• improve our website, services and guest experience
• prevent fraud, misuse or security issues
• keep appropriate records for legal, tax and accounting purposes
• comply with our legal and regulatory obligations

Where you have given permission, we may also use your information to send you marketing communications. You can opt out at any time.

3. Our legal bases for using your information

If you are in the UK or EEA, we only use your personal information where we have a lawful basis to do so. These legal bases include:

Contract

Where we need to use your information to take steps before entering into a booking with you, or to fulfil our obligations in relation to your stay.

Legitimate interests

Where it is reasonably necessary for us to run and improve our business, provide customer support, prevent fraud, maintain security and manage guest relationships, provided your rights do not override those interests.

Legal obligation

Where we need to keep or disclose information to comply with legal, tax, accounting or regulatory requirements.

Consent

Where you have clearly given us permission to use your information for a specific purpose, such as receiving marketing emails. You can withdraw consent at any time.

Vital interests

In very limited circumstances, where use of your information is necessary to protect someone's safety.

4. When we share your information

We do not sell your personal information. We may share your information where necessary with trusted third parties such as:

• booking and channel platform providers
• payment processors
• website hosting providers
• property management software providers
• IT, analytics and communications providers
• cleaners, maintenance teams or guest support partners where relevant to your stay
• professional advisers, such as accountants, legal advisers or insurers
• government bodies, regulators, law enforcement or other authorities where required by law

We only share the information needed for the relevant purpose and expect third parties to handle your data appropriately.

If our business is sold, restructured or transferred, your information may also be shared as part of that process.

5. Cookies and website tracking

Our website may use cookies and similar technologies to:

• keep the website functioning properly
• remember your preferences
• understand website traffic and usage
• improve performance and user experience
• support analytics and, where applicable, marketing activity

You can usually control cookies through your browser settings. Disabling some cookies may affect how the website functions.

6. How long we keep your information

We keep personal information only for as long as it is reasonably necessary for the purposes set out in this notice, including:

• managing bookings and guest stays
• dealing with enquiries or complaints
• maintaining business records
• meeting legal, tax, accounting and insurance requirements

When we no longer need your information, we will securely delete it or anonymise it where appropriate.

7. How we protect your information

We take data security seriously and use appropriate technical and organisational measures to help protect your personal information from loss, misuse, unauthorised access, disclosure or alteration.

That said, no system or online transmission can ever be guaranteed to be completely secure. You share information with us at your own risk, and we encourage you to use secure methods when communicating sensitive details.

8. Children's privacy

Our services are not directed at children, and we do not knowingly collect personal information from anyone under 18.

If you believe a child has provided us with personal information, please contact us and we will take appropriate steps to delete it.

9. Your privacy rights

Depending on where you are located, you may have rights in relation to your personal information. These may include the right to:

• request access to the personal information we hold about you
• request correction of inaccurate or incomplete information
• request deletion of your information in certain circumstances
• request restriction of processing in certain circumstances
• object to certain types of processing
• request transfer of your information where applicable
• withdraw consent where we rely on consent

If you would like to exercise any of these rights, please contact us using the details below.

If you are in the UK and believe your information is being handled unlawfully, you also have the right to complain to the Information Commissioner's Office (ICO).

10. Marketing communications

If you have chosen to receive marketing from us, you can opt out at any time by:

• clicking the unsubscribe link in an email
• replying STOP where applicable
• contacting us directly

Even if you opt out of marketing, we may still send you important service-related messages about a booking or enquiry.

11. Third-party links

Our website may include links to third-party websites, booking platforms or services. We are not responsible for the privacy practices of those third parties, and we encourage you to read their privacy notices separately.

12. Changes to this notice

We may update this Privacy Notice from time to time to reflect changes in the law, our services or how we operate.

When we do, we will update the "Last updated" date at the top of this page. We encourage you to check this notice from time to time.

13. Contact us

If you have questions about this Privacy Notice or would like to exercise your privacy rights, please contact us:

14. Requests to access, update or delete your data

To request access to, correction of, or deletion of your personal information, please contact us at info@heronstays.co.uk.

We may need to verify your identity before processing your request.