Privacy Policy

Introduction

Your privacy is of the utmost importance, we are therefore committed to safeguarding your personal information. That starts with helping you understand our privacy practices.

This statement describes the personal information we collect, how it is used and shared, your choices regarding this information and applies to any users of our services.

Any reference in this statement to information or personal information is to “personal data” as defined under the General Data Protection Regulation.

Version 1.0
last modified 02/01/24

Who are we?

We are StayUK Limited.

All references to “we” “our” “us” or “company” within this statement within this statement are deemed to refer to StayUK Limited, (a company registered in England & Wales, company no 15147968).

Our registered office is Cavell House, Stannard Place, St Crispins Rd, Norwich, NR3 1YE, United Kingdom.

Guests – if you have made a booking, enquiry or visited our website

What personal information we process and why?

We will only process personal information about you when we need to and this may include:

Personal details such as your name, contact details (phone number, email address and home address), customer ID and your username and password
Payment details such as payments made to and from you and partial payment card details or the IBAN number
Booking details such as properties and services booked through us, booking references and travel dates
Identification details such as passport details or identification number where this is required for your booking, for example if you have booked a property in a location where we are required to collect this information under local tourism laws
Contact history such as emails, letters, live chats, call recordings and social media messages to and from you
Usage details such as IP address, device type, how you use or interact with our website, emails, content or ads (e.g. pages visited, links clicked and properties viewed). Please see our Cookie Policy for more information about this.

We don't typically collect special categories of personal information, but on occasion this may be required to provide our service to you, for example, where you provide us with health information, including any difficulties with mobility, for us to ensure that your requirements can be met. This may also be necessary for insurance or legal purposes for example, if you have an accident at a property you have booked through us and medical data is required as part of the claim.

The provision of some personal information is a legal or contractual requirement and if you do not provide it, we may not be able to enter into or perform the contract with you and may therefore cancel your booking. We will tell you if this is the case and will not be liable to you.

We generally collect personal information directly from you, but we may also receive your data from third parties. For example:

If you book via one of our booking partners
Other guests in your party
If you enter a competition relating to us via a third party

If you provide information about other people when making a booking, this privacy notice will apply to all personal information you have provided about them and you should bring this privacy notice to their attention.

We may use your personal information for any of the purposes explained below, depending on how you interact with us.

Sharing your data

To effectively provide our services and run our business, we may share your personal information with:

owners or agents of the property you have booked including their service providers where necessary, such as cleaners and key keepers (this may include your phone number, email address and home address where necessary in relation to the booking. This may also include identification details where this is required for legal purposes such as under tourism tax laws)
service providers, acting as processors, who provide IT, system administration, website hosting and support, marketing, customer support, cleaning and maintenance and customer review services
professional advisors, including bankers, lawyers, auditors, accountants and insurers who provide us with services
third party advertising partners
our preferred insurance provider(s) (if you purchase any insurance policy we offer)
credit/debit card companies
payment service providers
government agencies, regulators and other authorities
third parties who we may need to work with to deliver services or fulfil travel plans on your behalf, for example resorts, holiday parks, management companies, owners’ associations
third party booking or distribution platforms, travel agents and booking partners
third parties that we may choose to sell, transfer, or merge parts of our assets or business to or with and businesses we acquire or merge with
third parties you have authorised us to speak to, including mediators

Third parties are required to process your personal information in line with data protection legislation. Where a third party is acting on our behalf, we do not allow them to use your information for their own purposes and we ensure they have appropriate security measures in place to protect your information.

How long we keep your information for

We will only keep your information for as long as necessary based on the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure of your personal information, the purposes for which we process your personal information, any legal or regulatory requirements and any relevant industry standards or guidelines. Where your information is no longer required, it is disposed of or deleted in a secure manner or anonymised so that it can no longer be associated with you.

Your rights

Under certain circumstances, you have the right to:

Request access to a copy of the personal information we hold about you (commonly known as a "subject access request").
Request that we correct any inaccurate or incomplete personal information that we hold about you. Remember, you can update your contact details through My Account.
Request that we delete your personal information where there is no good reason for us continuing to process it (commonly known as the “right to be forgotten”).
Object to us using your data for direct marketing or, in some circumstances, using it for legitimate interests.
Request restriction of the processing of your personal information. This allows you to ask us to limit the way we process your personal information, for example if you dispute the accuracy of the information we hold about you.
Request data portability, whereby we transfer the personal information you have provided to us, either directly to you or a third party.
Withdraw your consent where we rely on your consent to process your information.

There is no fee to exercise your rights, unless your request is unfounded or excessive, in which case we may charge you a reasonable fee or refuse to comply with the request. We may need to request information from you to help us confirm your identity and identify the information you are referring to.
If you wish to exercise any of these rights, please contact us. We aim to respond to requests within one month, but where permitted we may extend this by two months and will notify you of this.

Owners – if you let, enquire about letting, or have been contacted by us about letting your holiday property through us, visited our website

What personal information we process and why?

We will only process personal information about you when we need to and this may include:

Personal details such as your name, contact details (phone number, email address and home address), owner ID, date of birth and your username and password
Financial details such as payments made to and from you, your bank account details and tax identification number where required
Letting details such as the contract to let your holiday property through us, details about your holiday property and a license/registration/permit number or similar in locations where this is required
Contact history such as emails, letters, live chats, call recordings and social media messages to and from you
Usage details such as IP address, device type, device ID, how you use or interact with our website, emails, content, ads or app (e.g. pages visited, links clicked and properties viewed). Please see our Cookie Policy.

The provision of some personal information is a legal or contractual requirement and if you do not provide it, we may not be able to enter into or perform the contract with you and we can cancel our service to you. We will tell you if this is the case and will not be liable to you.

We may also collect and process the contact details of any third party that you appoint, such as a property caretaker or cleaner, that you share with us. If you provide such information to us, you must ensure that you have brought this privacy notice to the third party’s attention.

We will generally collect personal information directly from you. We may sometimes collect personal information from a someone who you have agreed to refer you to us, the accommodation owner (for example, if you are appointed as a caretaker or cleaner), publicly available sources and companies involved in building or selling holiday properties.

We may use your personal information for any of the purposes explained below, depending on how you interact with us.

Sharing your data

To effectively provide our services and run our business, we may share your personal information with:

individuals who may be renting accommodation from you (this may include your phone number, email address and home address where it is necessary in relation to the booking e.g. if you are in charge of handing over the key or an individual needs to contact you about their stay or to resolve any issues)
service providers, acting as processors, who provide IT, system administration, website and app hosting and support, marketing, customer support and cleaning and maintenance services
professional advisors, including bankers, lawyers, auditors, accountants and insurers who provide us with services
third party advertising partners and travel agents
credit/debit card companies
payment service providers
government agencies, regulators and other authorities
third parties that we may choose to sell, transfer, or merge parts of our assets or business to or with and businesses we acquire or merge with
third parties you have authorised us to speak to

How long we keep your information for

Your rights

Under certain circumstances, you have the right to:

Request access to a copy of the personal information we hold about you (commonly known as a "subject access request").
Request that we correct any inaccurate or incomplete personal information that we hold about you. Remember, you can update your contact details through My Account.
Request that we delete your personal information where there is no good reason for us continuing to process it (commonly known as the “right to be forgotten”).
Object to us using your data for direct marketing or, in some circumstances, using it for legitimate interests.
Request restriction of the processing of your personal information. This allows you to ask us to limit the way we process your personal information, for example if you dispute the accuracy of the information we hold about you.
Request data portability, whereby we transfer the personal information you have provided to us, either directly to you or a third party.
Withdraw your consent where we rely on your consent to process your information.

Cookies and third-party technologies

We may also gather information from cookies, web beacons or similar technologies from the internet.

'Cookies' are small text files stored on your computer by your browser or device by websites, apps, online media and advertisements. Like most websites this one uses cookies. To learn more about these technologies, please see our cookie policy.