Privacy Policy

Who we share your personal information with

If you book accommodation through us, your Identity Data and Contact Data (and that of anyone else in your party) will be passed to and processed and stored by the owner of the holiday accommodation which you have booked and may be shared with their caretaker and with any other person who acts as their agent on the ground. This data sharing enables each of them to handle your booking efficiently and enables them to contact you, if they consider that that is either necessary or desirable for the purposes of your booking – so, for example, to collect and return keys.

We provide Live Chat and if you use that service then that allows you to message a member of our staff who will answer your queries and provide information to you in real time. Live Chat is provided by a third party whose privacy policy is to be found at https://www.livechatinc.com/privacy-policy. When Live Chat is used, third parties will place cookies on your computer to enable the service to work and then both we and those related third parties will process information which may include information that you have provided about yourself.

Google Analytics features have been implemented on our website and this means that information such as your age, gender, location and interests can be recorded upon visiting our website.

We advertise using Google AdWords and you may have been directed to our site by Google. If you would like more information about the Google AdWords policy then please get in touch with us, or alternatively, information about Google AdWords is available online.

When your booking is completed, then your email address will be sent to Feefo which is a 3rd party customer feedback partner which helps us to provide the best customer service possible. Feefo will email you to ask whether you would like to provide your opinion about your experience with us and the property in which you stayed. Feefo will not use your information for any other purpose or share your information with any 3rd party and you can unsubscribe from the service at any time via the opt-out link on their email. You can read Feefo’s privacy policy at https://en.business.feefo.com/privacy-policy/.

If you call us by telephone, then we may monitor and/or record that phone conversation for training and customer service reasons.

We use Pay360 which provides online credit processing as a safe and secure means of collecting payments via the Internet. When you provide your payment information, we transmit it via an encrypted connection to Pay360 which then uses and processes your payment information in accordance with their privacy policy. All online credit card transactions using the Pay360 gateway are secured payments. Your complete credit card number cannot be viewed by us or by any other outside party.

We may need to collect more sensitive personal data such as information concerning a medical condition, a disability or your special requirements but will only do so in order to take into account your particular needs in relation to a booking.

We will share personal information with law enforcement or other authorities if required by applicable law.

We will not share your personal information with any other third party.

Links to other websites

Our website may contain links to other websites. Once a link is clicked, we do not have any control over these websites and so cannot be responsible for the protection and privacy of any personal data or information which you provide whilst visiting them. You must consider their own privacy policy before providing any personal data or information on such websites.

How long will your personal data be kept

Where you have booked holiday accommodation, we will retain your personal data for a period of 7 years for legal purposes, and so that we can deal with any questions, feedback or issues which arise in connection with your booking and in case any legal issues arise.

Where we have your Identity Data for the purpose marketing communications, then we will contact you at least every 3 years and confirm that you remain happy to receive our marketing communications.

Where you have a contract with us, we will retain your personal data for a period of 7 years for legal purposes, and so that we can deal with any questions, feedback or issues which arise in connection with your booking and in case any legal issues arise.

Where you have made an enquiry of us, we will retain your personal data for a period of 3 years for legal purposes, and so that we can deal with any questions, feedback or issues which arise in connection with your enquiry and in case any legal issues arise.

Your rights

Under UK data protection laws, you have a number of important rights which you can exercise free of charge. In summary, you can:

Request access to your personal data (commonly known as a "data subject access request"): This enables you to receive a copy of the personal data which we hold about you and to check that we are lawfully processing it.

Request correction of the personal data that we hold about you: This enables you to have any incomplete or inaccurate data which we hold about you corrected, though we may need to verify the accuracy of the new data which you provide to us.

Request erasure of your personal data: This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms: You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Request restriction of processing of your personal data: This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

Request the transfer of your personal data to you or to a third party: We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.

Withdraw consent at any time where we are relying on consent to process your personal data: However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner's Office (ICO) on individuals rights under the General Data Protection Regulation.

If you would like to unsubscribe from any email newsletter you can also click on the 'unsubscribe' button at the bottom of the email newsletter.

How to contact us to exercise your rights

If you would like to exercise any of the above rights, please email, call or write to us or to our Data Protection Officer, letting us know the information to which your request relates.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so only in an authorised manner.

How to complain

We hope that we or our Data Protection Officer can resolve any query or concern you raise about our use of your personal data.

UK data protection laws give you the right to lodge a complaint with a supervisory authority where you work, normally live or where any alleged infringement of data protection laws has occurred. The supervisory authority in the UK is the Information Commissioner who may be contacted at https://ico.org.uk/concerns or by telephone on 0303 123 1113.