Privacy Policy

Last updated: 14 October 2026

Your Stay Haven Ltd trading as Your Stay Haven (“we”, “our”, “us”) is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, share and protect your personal data when you visit www.yourstayhaven.co.uk (the “Website”), make a booking, stay at one of our properties, or otherwise contact or work with us.

We are the data controller for the personal data described in this policy. We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable UK data protection laws.

Company number: 15961970. Registered address: Suite A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE. ICO registration number: ZB818561

If you have any questions about this policy or how we handle your data, please use the contact details at the end of this policy.

Personal Data We Collect

“Personal data” means any information relating to an identified or identifiable living person. The personal data we collect depends on how you interact with us, and may include:

Data you give us directly:

  • Contact information: Name, billing address, email address, phone number and marketing preferences.

  • Booking information: Booking dates, length of stay, number and names of guests, estimated arrival time, and any special requests or preferences.

  • Identity information: Proof of identity, where required to confirm a booking.

  • Payment information: Processed securely by our third-party payment provider. We do not store full card details.

  • Transaction information: Properties viewed, bookings started or completed, waitlist requests and booking history.

  • Communications: Records of your messages, emails and calls with us.

  • Accessibility or health information: Only where you choose to share it, and only used to accommodate your stay.

  • Other information you choose to provide to us.

Data we receive from third parties: If you book through a platform such as Airbnb / Booking.com, we receive your booking details, contact information and any messages you send through that platform.

Data collected automatically through our Website: When you visit our Website, we may automatically collect information such as your IP address, cookie identifiers, device and browser type, approximate location, and how you interact with the Website (for example, pages viewed and clicks). See the Cookies & Analytics section below.

Form submissions: When you submit a form on our Website, we collect the information requested in the form so we can track and respond to your enquiry. This information is processed by Squarespace, our website provider, and stored in Google Workspace and our booking system.

Special Category Data

Some information, such as details about your health or accessibility needs, is classed as “special category data” and is given extra protection by law. We only collect this information if you choose to share it with us, and we only use it to make your stay suitable and safe. We process it on the basis of your explicit consent, or where it is necessary to protect your vital interests in an emergency. We keep it to a minimum, store it securely and delete it once it is no longer needed.

How We Use Your Personal Data

We use your personal data to:

  • Manage enquiries and bookings, and provide your stay

  • Arrange check-in and access to the property, and communicate with you before, during and after your stay

  • Verify your identity and protect against fraudulent bookings

  • Process payments, deposits and refunds

  • Coordinate cleaning, maintenance and housekeeping

  • Keep guests safe and respond to any welfare or safety concerns

  • Deal with queries, complaints, damage claims or disputes

  • Send you updates and offers, where you have agreed to receive them or where we are otherwise permitted to

  • Operate, maintain and improve our Website and services, including analysing Website traffic via Google Analytics and Squarespace Analytics.

  • Report to property owners on the management of their properties

  • Comply with our legal obligations, such as tax and accounting requirements and lawful requests from authorities

Our Lawful Bases for Using Your Personal Data

We only use your personal data where we have a lawful basis to do so. These are:

  • Contract: Where we need to use your information to take steps before entering into a booking or agreement with you, or to carry it out. For example, managing your booking, communicating about your stay and processing payment.

  • Legal obligation: Where we need to use your information to comply with the law. For example, keeping financial records for HMRC or responding to a court order.

  • Consent: Where you have given us clear permission. For example, signing up to receive marketing emails, accepting non-essential cookies, or sharing accessibility or health information. You can withdraw your consent at any time. This will not affect any processing carried out before you withdrew it.

  • Vital interests: Where we need to use your information to protect someone’s life or physical safety in an emergency. For example, sharing details with emergency services.

  • Recognised legitimate interests: Where we need to use your information for purposes set out in law, such as preventing or detecting crime, or safeguarding vulnerable people. For example, sharing information with the police following an incident at a property.

  • Legitimate interests: Where using your information is necessary for our legitimate interests or those of a third party, and your interests and rights do not override them. Our legitimate interests are:

    • Improving our services: reviewing feedback, booking patterns and service quality so we can maintain standards and improve the experience we offer.

    • Marketing: sending past guests and clients relevant updates about our properties and services, with an easy way to unsubscribe in every message.

    • Preventing crime and fraud: verifying bookings, protecting properties in our care, and investigating incidents such as damage or misuse.

    • Guest welfare: contacting guests about safety issues and responding to wellbeing concerns.

    • Handling queries, complaints and claims: responding to enquiries, resolving problems, and establishing or defending legal claims.

Who We Share Your Information With

We only share your personal data where it is necessary, and we expect all third parties to keep it secure and use it only for the purposes we specify. We may share it with:

  • Booking platforms: such as Airbnb / Booking.com, where you have booked through them.

  • Our channel manager and booking software: Uplisting, which we use to manage reservations.

  • Payment processors: Stripe / Squarespace Payments, which process payments securely on our behalf.

  • Cleaning, maintenance and housekeeping contractors: limited to the details they need, such as guest names, guest count and stay dates.

  • Property owners: where needed to manage their property, for example booking dates or details of any damage or incidents.

  • Squarespace and other service providers: who help us run our Website, emails and business systems.

  • Professional advisers: such as our accountants, insurers and legal advisers.

  • Police, local authorities, emergency services or regulators: where we are required to by law, to prevent or detect crime, or to protect someone’s safety.

We do not sell your personal data.

How Long We Keep Your Data

We keep personal data only for as long as we need it for the purposes set out in this policy. As a guide:

  • Booking and financial records: 6 years from the end of the relevant financial year, to meet tax and accounting requirements.

  • Identity documents: up to 6 years, in case of legal claims.

  • Records of complaints, incidents or claims: up to 6 years, in case of legal claims.

  • Marketing data: until you unsubscribe or ask us to stop.

  • Website enquiries that do not lead to a booking: up to 24 months.

  • Accessibility or health information: deleted once your stay has ended, unless you ask us to keep it for future stays.

How We Keep Your Data Secure

We use appropriate technical and organisational measures to protect your personal data against unauthorised access, loss or damage. These include:

  • Encrypting data sent between your device and our Website using SSL (HTTPS)

  • Limiting access to personal data to those who need it

  • Collecting only the information we need

No method of transmission or storage is completely secure, so we cannot guarantee absolute security. However, we take reasonable steps to protect your information.

Your Data Protection Rights

Under UK data protection law, you have the following rights:

  • Right to be informed: to receive clear information about how we use your data. This policy is designed to provide that.

  • Right of access: to request a copy of the personal data we hold about you, free of charge.

  • Right to rectification: to have inaccurate or incomplete data corrected.

  • Right to erasure: to ask us to delete your data in certain circumstances. We may need to keep some information to meet legal obligations or to establish or defend legal claims.

  • Right to restrict processing: to ask us to limit how we use your data in certain circumstances.

  • Right to data portability: to receive data you have provided to us in a commonly used, machine-readable format, where processing is based on consent or contract.

  • Right to object: to object to us using your data based on legitimate interests. You can object to direct marketing at any time, and we will always stop.

  • Right to withdraw consent: where we rely on your consent, you can withdraw it at any time.

To exercise any of these rights, please contact us using the details below. We may need to verify your identity before responding. We will respond within one month.

Complaints: If you are unhappy with how we have handled your personal data, please contact us first so we can try to resolve it. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator:

Squarespace

Our Website is hosted by Squarespace. Squarespace processes personal data on our behalf to provide its services to us. For some data relating to your use of the Website, Squarespace acts as an independent controller and is responsible for handling that data in line with applicable law. Please see the Squarespace Privacy Policy for details.

International Transfers

Some of our service providers, including Squarespace, are based in or store data in the United States or other countries outside the UK. Where personal data is transferred outside the UK, we make sure appropriate safeguards are in place. These may include:

  • UK adequacy regulations: transfers to countries the UK has confirmed provide an adequate level of protection.

  • UK Extension to the EU-US Data Privacy Framework: for transfers to certified US organisations.

  • Approved contracts: such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.

Children’s Privacy

Bookings must be made by an adult aged 21 or over. Where a booking includes children, the lead guest may provide their names or ages so we can prepare the property, and we use this information only for that purpose. Our Website is not directed at children, and we do not knowingly collect personal data directly from anyone under 16. If you believe a child has provided us with personal data, please contact us and we will delete it.

Cookies & Analytics

Our Website uses cookies and similar technologies, which are small files placed on your device when you visit a website. You can read more in our Cookie Policy. For details of the cookies set by our hosting provider, see “The cookies Squarespace uses”.

  • Essential cookies: always used, so Squarespace can serve the Website securely.

  • Analytics and performance cookies: used only if you accept them via our cookie banner. They help us understand Website traffic and activity.

Where you accept analytics cookies, we may collect:

  • Information about your browser, network and device

  • The web page you visited before arriving on our Website

  • Your IP address

  • How you use the Website, including clicks, internal links, pages visited, scrolling, searches and timestamps

We use this information to understand how our Website is used and to improve it.

Fonts

Our Website uses Google Fonts and Adobe Fonts to display text. To do this, these providers may receive information about your browser, network or device, the page you are viewing, and your IP address.

Third-Party Links

Our Website may contain links to other websites or services, such as booking platforms or social media. These have their own privacy policies, and we are not responsible for how they handle your data. We recommend reviewing their policies before sharing any personal information with them.

Changes to This Policy

We may update this policy from time to time to reflect changes to our practices or legal requirements. Any changes will be posted on this page with an updated “Last updated” date.

Contact Us

If you have any questions about this policy or wish to exercise your rights, please contact us:

Your Stay Haven
Email: hello@yourstayhaven.co.uk
Website: www.yourstayhaven.co.uk