Privacy policy
Last updated: 21 March 2026
This Privacy Notice explains how Heron Stays (“we”, “us”, “our”) collects, uses, stores and shares your personal information when you use our website, make an enquiry, submit a booking request, stay with us, or otherwise get in touch.
This includes when you:
visit our website at www.heronstays.co.uk
complete a booking or enquiry form
contact us by email, phone, WhatsApp or social media
stay at one of our properties
engage with us in connection with marketing, promotions or guest communications
If you have any questions about this notice or how we use your data, please contact us at info@heronstays.co.uk
Summary
Here are the key things to know:
We collect personal information that helps us manage enquiries, bookings and guest stays.
This may include your name, contact details, address, payment information and booking details.
We may also collect limited technical information when you use our website, such as your IP address and browser type.
We use your information to manage bookings, communicate with you, improve our services, keep our website secure and meet our legal obligations.
We do not knowingly collect sensitive personal information unless you choose to provide it to us for a specific reason.
We may share your information with trusted third parties where necessary, such as payment providers, booking platforms, technology providers and legal or regulatory authorities.
You have rights over your personal information, including the right to access, correct or request deletion of your data in certain circumstances.
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.
If you use tools such as Google Analytics or similar services, you may want to list them specifically in your final published version.
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:
Heron Stays
4 Queen St, Bath, BA1 1HE
01225 688 600
info@heronstays.co.uk
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.
This Privacy Notice explains how Heron Stays (“we”, “us”, “our”) collects, uses, stores and shares your personal information when you use our website, make an enquiry, submit a booking request, stay with us, or otherwise get in touch.
This includes when you:
visit our website at www.heronstays.co.uk
complete a booking or enquiry form
contact us by email, phone, WhatsApp or social media
stay at one of our properties
engage with us in connection with marketing, promotions or guest communications
If you have any questions about this notice or how we use your data, please contact us at info@heronstays.co.uk
Summary
Here are the key things to know:
We collect personal information that helps us manage enquiries, bookings and guest stays.
This may include your name, contact details, address, payment information and booking details.
We may also collect limited technical information when you use our website, such as your IP address and browser type.
We use your information to manage bookings, communicate with you, improve our services, keep our website secure and meet our legal obligations.
We do not knowingly collect sensitive personal information unless you choose to provide it to us for a specific reason.
We may share your information with trusted third parties where necessary, such as payment providers, booking platforms, technology providers and legal or regulatory authorities.
You have rights over your personal information, including the right to access, correct or request deletion of your data in certain circumstances.
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.
If you use tools such as Google Analytics or similar services, you may want to list them specifically in your final published version.
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:
Heron Stays
4 Queen St, Bath, BA1 1HE
01225 688 600
info@heronstays.co.uk
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.
