Legal

Privacy Policy

Elite Stays London Ltd · Last updated: 11 August 2026

About this Privacy Policy

Elite Stays London Ltd (company number 16491902) ("we", "us", "our") provides short-stay accommodation in London. This Privacy Policy explains how we collect, use, share and protect your personal information when you visit our website at elitestayslondon.co.uk (the "Site"), make a booking with us, or stay at one of our properties.

We are the data controller responsible for your Personal Information. We are registered with the Information Commissioner's Office under registration reference ZC013320.

We encourage you to read this Privacy Policy in full so you can make informed decisions about how you interact with us.

Grounds for data collection

"Personal Information" means any information that could reasonably identify you, whether on its own or when combined with other information we hold.

We only process your Personal Information where we have a lawful basis to do so under the UK GDPR. Depending on how you interact with us, that basis will be one or more of the following:

• Performance of a contract — where processing is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes handling enquiries, confirming and managing bookings, arranging access to a property, processing payments, and providing customer support during your stay.
• Legitimate interests — where processing is necessary for our legitimate interests in operating and growing our business, provided those interests are not overridden by your rights and freedoms. This includes maintaining and improving the Site, understanding how our services are used, preventing fraud and securing our systems and properties, keeping records of our dealings with you, sending information about similar services to guests who have previously booked with us, and establishing, exercising or defending legal claims. You have the right to object to processing carried out on this basis — see "Your rights" below.
• Legal obligation — where processing is necessary to comply with obligations we are subject to, including tax, accounting, and financial and regulatory reporting requirements.
• Consent — where we rely on your consent, such as sending you certain marketing communications or placing non-essential cookies on your device. You may withdraw consent at any time by contacting us or using the unsubscribe link in any marketing email. Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

Where processing is necessary to perform our contract with you or to comply with a legal obligation, providing the relevant Personal Information is a requirement — without it, we may be unable to provide our services.

What information we collect

We collect information about you from three sources: information you provide to us directly, information we receive from third-party booking platforms, and information collected automatically when you use the Site.

Information you provide when booking directly

When you book a stay through the Site, we collect your name, email address, telephone number, billing address, the names of guests staying at the property, your booking dates and party size, estimated arrival time, and any special requests you make.

Card payments are processed by our payment provider. We receive confirmation of payment, the transaction amount and date, and limited card details such as the card type and the last four digits. We do not receive or store your full card number.

Information we receive from booking platforms

We also accept bookings through third-party accommodation platforms such as Airbnb and Booking.com. Where you book through one of these platforms, they provide us with the information we need to host your stay, including your name, the contact details you have shared with the platform, your booking dates, party size, and any messages or requests you send through the platform.

These platforms operate their own privacy policies and are responsible for the information they hold about you. We are responsible for the information they pass to us and for how we use it, as described in this Privacy Policy.

Enquiry and contact information

If you contact us through the Site, by email, by telephone or by messaging service, we collect your name, your contact details, and the content of your message, together with any information you choose to provide about your intended stay.

Identity and verification information

Before or on arrival, we may ask you to provide identity documentation, such as a passport or driving licence, and in some cases proof of address. We do this to confirm that the person staying is the person who made the booking, to protect our properties and our neighbours, and to reduce the risk of fraud. We keep this information only for as long as necessary and delete it in accordance with the retention periods set out below.

Security deposit information

Where a security deposit applies to your booking, we take a pre-authorisation on your payment card rather than a payment. The pre-authorisation is held only for the duration of your stay and is released when you check out, unless a deduction is required. We collect billing details and records of the amount held, the date, and whether any deduction was made. Pre-authorisations are handled by our payment provider or by the booking platform through which you booked; we do not hold your funds ourselves.

We keep the record of a pre-authorisation as part of your booking and financial records, even after the hold itself has been released.

Correspondence

We keep records of communications between you and us, including emails, messages sent through booking platforms or messaging services, notes of telephone conversations, and any feedback, reviews or complaints you provide.

Marketing preferences

Where you have asked to receive marketing communications from us, or where we contact you on the basis described in the "Marketing" section below, we keep a record of your preferences and of your interactions with those communications.

Information collected automatically

When you visit the Site, we and our service providers automatically collect technical and usage information. This includes your IP address, the approximate location derived from it, your device and browser type, operating system, language preference, device identifiers, the website that referred you, access times, and details of your activity on the Site such as pages viewed and links clicked.

Some of this information is collected through cookies and similar technologies. Further detail is set out in the "Cookies" section below.

Some of this information may not identify you on its own. However, where it can be linked to you or to your device, we treat it as Personal Information and handle it in accordance with this Privacy Policy.

Information about other guests

If you make a booking on behalf of other people, you will provide us with their Personal Information. By doing so, you confirm that you have their permission to share their information with us, and that you have made them aware of this Privacy Policy and how we will use their information.

Sensitive information

We do not ask you to provide sensitive personal information, such as information relating to your health, accessibility requirements or dietary needs. If you choose to share such information with us — for example, in a request relating to accessibility — we will use it only to fulfil that request, on the basis of your explicit consent, and for no other purpose. You may withdraw that consent at any time by contacting us.

How we receive information about you

We receive your Personal Information from the following sources:

• Directly from you — when you make a booking or enquiry through the Site, contact us by email, telephone or messaging service, provide identity documentation in connection with a stay, correspond with us before, during or after your stay, or otherwise choose to share information with us.
• Automatically, when you use the Site — technical and usage information collected through cookies and similar technologies, and information transmitted by your device when you visit the Site.
• From third-party booking platforms — where you book a stay with us through a platform such as Airbnb or Booking.com, that platform provides us with the information we need to host your stay.
• From our service providers — our payment provider provides us with confirmation and records of transactions, and our booking and property management systems provide us with information relating to your booking and stay.
• From other guests — where someone else makes a booking on your behalf, we receive your Personal Information from them.

How we use your information

We use your Personal Information for the purposes set out below. In each case we rely on the lawful basis identified in the "Grounds for data collection" section above.

• To provide our services and perform our contract with you — to process and manage your booking, arrange access to the property, communicate with you before, during and after your stay, respond to your requests and questions, process payments and refunds, and handle security deposits.
• To verify identity and protect our properties — to confirm that the person staying is the person who booked, to manage security deposits and any damage claims, and to prevent and detect fraud and misuse of our properties.
• To communicate with you — to send you booking confirmations, check-in instructions, service updates and other administrative messages relating to your stay, and to respond to enquiries, feedback and complaints.
• To manage our relationship with third-party platforms — to receive, confirm and administer bookings made through platforms such as Airbnb and Booking.com.
• To improve our Site and services — to understand how our Site is used, maintain its security and performance, and develop and improve what we offer.
• For marketing — to send you information about our properties, offers and services, as described in the "Marketing" section below. You can opt out at any time.
• To comply with our legal obligations — including tax, accounting and financial record-keeping requirements, and responding to lawful requests from public authorities.
• To protect our legal position — to establish, exercise or defend legal claims, enforce our terms, and protect our rights, property and safety and those of our guests, our neighbours and the public.

Who we share your information with

We do not sell or rent your Personal Information to third parties. We share it only as described in this Privacy Policy.

We share Personal Information with the following categories of recipient:

• Booking platforms — where your booking was made through a platform such as Airbnb or Booking.com, we exchange information with that platform as necessary to administer your booking and stay.
• Payment providers — to process payments, refunds, security deposits and card pre-authorisations.
• Booking and property management systems — the software providers that host our booking records and enable us to manage reservations, guest communications and property operations.
• Cleaning, maintenance and property service providers — we share limited information, such as guest name, party size, and arrival and departure times, with the contractors who prepare and maintain our properties. We share only what is necessary for them to carry out their work.
• Website and IT providers — the providers who host and support our Site and our business systems.
• Professional advisers — our accountants, insurers and legal advisers, where necessary for the running of our business or the protection of our legal position.
• Purchasers of our business — if we sell, transfer or reorganise all or part of our business, we may disclose Personal Information to the prospective purchaser and their advisers, subject to appropriate confidentiality protections. Any acquiring party will assume the rights and obligations described in this Privacy Policy in relation to that information.

Where we share Personal Information with service providers who process it on our behalf, we require them to act only on our instructions, to keep it secure and confidential, and not to use it for their own purposes.

Disclosure required by law or to protect rights

We may disclose your Personal Information where we reasonably believe it is necessary to: comply with any applicable law, regulation, legal process or request from a public authority; enforce our terms and investigate suspected breaches of them; investigate, prevent or take action regarding suspected fraud, security incidents or other unlawful activity; establish, exercise or defend legal claims; protect the rights, property or safety of us, our guests, our neighbours or any other person; or cooperate with law enforcement or regulatory authorities.

Transfers outside the United Kingdom

Some of our service providers and booking platforms are based outside the United Kingdom, or store information on servers located outside the United Kingdom. Where we transfer your Personal Information outside the UK, we ensure that appropriate safeguards are in place — either because the destination country has been formally recognised by the UK Government as providing an adequate level of protection, or by putting in place approved contractual protections such as the International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.

You may contact us for further information about the safeguards we have in place.

How we safeguard your information

We take the security of your Personal Information seriously and have put in place measures designed to protect it against loss, misuse, unauthorised access, alteration and disclosure. These measures include:

• limiting access to your Personal Information to those who need it in order to do their job;
• using reputable service providers for our booking, payment and IT systems, and requiring them by contract to maintain appropriate security measures;
• protecting information in transit through our Site using encryption;
• controlling access to our systems and accounts, and reviewing that access periodically;
• storing identity documentation within our secure booking and property management platform, rather than in email or messaging applications, and deleting it in line with the retention periods set out below.

No method of transmission over the internet or method of electronic storage is completely secure. While we take reasonable steps to protect your Personal Information, we cannot guarantee its absolute security.

If a personal data breach occurs that is likely to result in a risk to your rights and freedoms, we will report it to the Information Commissioner's Office without undue delay and, where the law requires it, we will notify you directly.

How long we keep your information

We keep your Personal Information only for as long as we need it for the purposes set out in this Privacy Policy, including to provide our services, to comply with our legal and tax obligations, to resolve disputes and to enforce our agreements.

When determining how long to keep information, we consider the type of information, the purpose for which we hold it, whether we can achieve that purpose in another way, and any legal or regulatory requirements that apply. Where information is no longer needed, we securely delete or anonymise it.

The periods we generally apply are:

Where there is an ongoing dispute, damage claim, insurance claim or investigation, we may keep relevant information until that matter is resolved. We may also keep information for longer where we are required to do so by law.

Your rights

Under UK data protection law you have a number of rights in relation to your Personal Information. You may ask us to:

• Confirm and access — confirm whether we are processing Personal Information about you and, if so, provide you with a copy of that information together with details of how and why we use it.
• Correct — rectify any Personal Information we hold about you that is inaccurate, and complete any information that is incomplete.
• Erase — delete your Personal Information where there is no continuing reason for us to hold it.
• Restrict — suspend our use of your Personal Information in certain circumstances, for example while we investigate a concern you have raised about its accuracy.
• Object — object to our processing of your Personal Information where we rely on our legitimate interests as the lawful basis.
• Port — receive the Personal Information you have provided to us in a structured, commonly used and machine-readable format, or ask us to transmit it to another organisation, where we process it by automated means on the basis of your consent or our contract with you.
• Withdraw consent — withdraw your consent at any time where we rely on consent as the lawful basis. This does not affect the lawfulness of any processing carried out before you withdrew it.
• Complain — lodge a complaint with the Information Commissioner's Office.

Direct marketing. You have an absolute right to ask us to stop using your Personal Information for direct marketing purposes. We will always comply with such a request. You can exercise this right at any time by using the unsubscribe link in any marketing email or by contacting us.

Limits on these rights. With the exception of the right to object to direct marketing, these rights are not absolute. In some circumstances we may be unable to comply with a request — for example, where we are required by law to retain certain information, or where the information is needed to establish, exercise or defend legal claims. If we cannot comply with your request, we will explain why.

How to exercise your rights

Please contact us at privacy@elitestayslondon.co.uk or write to us at Office 15, Bramley House, 2a Bramley Road, Long Eaton, Nottingham NG10 3SX.

We will respond to your request within one month of receiving it. If your request is complex, or if you have made a number of requests, we may extend this period by up to a further two months, and we will let you know if this is the case. You will not normally have to pay a fee.

We may need to ask you for information to confirm your identity before we can act on your request. This is a security measure to ensure that Personal Information is not disclosed to anyone who has no right to receive it.

Complaints

If you are unhappy with how we have handled your Personal Information or your request, please contact us first so that we can try to put things right.

You also have the right to complain to the Information Commissioner's Office at any time:

Cookies and similar technologies

A cookie is a small file placed on your device when you visit a website. Cookies allow a site to function properly, to remember your preferences, and to collect information about how the site is used.

We use cookies and similar technologies on the Site. Some are necessary for the Site to work; others we use only where you have given your consent.

Types of cookie we use

• Strictly necessary cookies — required for the Site to function, including cookies that enable our booking system to operate, keep your session secure, and remember items you have selected. These cannot be switched off in our systems and do not require your consent.
• Functional cookies — remember choices you make, such as your language or currency preference, so that we can provide a more personalised experience.
• Analytics and performance cookies — help us understand how visitors use the Site, which pages are most visited, and where problems occur, so that we can improve it.

Cookies may also be categorised by how long they last: session cookies are temporary and are deleted when you close your browser, while persistent cookies remain on your device for a set period or until you delete them. Some cookies are set by us, and others are third-party cookies set by the service providers whose tools we use to operate the Site, including our booking and property management provider.

Your choices

When you first visit the Site, we will ask for your consent before setting any cookies that are not strictly necessary. You can accept or reject these cookies, and you can change your preferences at any time through the cookie settings on our Site.

You can also control cookies through your browser settings, including deleting cookies already stored on your device. Please note that if you block or delete strictly necessary cookies, parts of the Site — including the booking process — may not work properly.

Cookies and your Personal Information

Some cookies collect information that can identify you or your device, such as an online identifier or IP address. Where cookies collect information of this kind, or where we link cookie information to other information we hold about you, we treat it as Personal Information and handle it in accordance with this Privacy Policy.

Security cameras at our properties

Some of our properties have external security cameras. Where a property has a camera, we tell you before you book — in the property listing and in the information we send you about your stay — and signs are displayed at the property itself.

Where cameras are located. Our cameras are fitted outside only, covering entrances and the immediate approach to the property. We do not use cameras inside any of our properties, in any circumstances. We do not place cameras in private outdoor areas where you would reasonably expect privacy, such as enclosed gardens or patios.

What they record. Our cameras record video images only. They do not record audio.

Why we use them. We use security cameras to protect our properties and the people in them, to prevent and detect crime and antisocial behaviour, to identify unauthorised access, and to help us respond to incidents, damage or disputes. We rely on our legitimate interests as the lawful basis for this, and we have satisfied ourselves that these interests are not overridden by your rights.

Who can see the footage. Access to recorded footage is restricted to those within our business who need it. We may share footage with the police, our insurers or our legal advisers where necessary in connection with an incident, a claim or an investigation. We do not use footage for any other purpose, and we do not share it with anyone else unless we are required to do so by law.

How long we keep it. Footage is automatically overwritten after 30 days, unless it relates to an incident, claim or investigation, in which case we keep the relevant footage until that matter is resolved.

Your rights. You have the right to ask for a copy of footage in which you appear. Where footage shows other people, we may need to obscure them before providing it. Please contact us using the details at the end of this Privacy Policy.

Marketing

Where you have given us your consent, or where you have previously booked a stay with us and have not opted out, we may use your name, email address and other contact details to send you information about our properties, offers and services that we think may interest you.

Every marketing message we send you will include a clear and simple way to unsubscribe. If you unsubscribe, we will remove you from our marketing lists promptly, and we will keep a minimal record of your decision so that we can make sure we respect it.

We will not sell your contact details to third parties for their own marketing purposes.

Please note that even if you opt out of marketing, we will continue to send you communications that are necessary for your booking or our relationship with you — such as booking confirmations, check-in instructions, payment receipts, service announcements and administrative notices. These are not marketing messages and cannot be opted out of while you have a live booking with us.

Children

The Site is not directed at children, and we do not offer our services to children. Bookings must be made by a person aged 18 or over, and we do not knowingly collect Personal Information directly from children through the Site.

Children may of course stay at our properties as part of a booking. Where this is the case, we receive limited information about them — such as their name and the number of children in the party — from the adult who makes the booking. We use that information only to prepare for and manage the stay, and we keep it in accordance with this Privacy Policy.

If you are a parent or guardian and believe that a child has provided us with Personal Information without your consent, please contact us at privacy@elitestayslondon.co.uk and we will take steps to delete it.

Third-party services and websites

This Privacy Policy applies to Personal Information that we collect and control. It does not apply to the practices of organisations we neither own nor control.

Service providers acting on our behalf. Where we use service providers to process Personal Information for us — such as our booking and property management provider, our payment provider, and the contractors who service our properties — we remain responsible for that information. We require those providers to act only on our instructions, to keep the information secure, and not to use it for their own purposes.

Organisations acting independently. Some organisations you deal with in connection with your stay determine for themselves how they use your Personal Information, and are responsible for it in their own right. This includes third-party booking platforms such as Airbnb and Booking.com. Their use of your information is governed by their own privacy policies, not by ours.

Other websites. The Site may contain links to websites operated by others. We do not control those websites and are not responsible for their content or their privacy practices. If you follow a link away from the Site, we encourage you to read the privacy policy of any website you visit before providing it with your Personal Information.

Information you share with others. Where you choose to share Personal Information with third parties directly, that disclosure is governed by their terms and privacy policies.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, our services, or the law.

When we make changes, we will update the "Last updated" date at the top of this page. Where the changes are significant, we will take reasonable steps to bring them to your attention — for example, by placing a notice on the Site or, where appropriate, contacting you directly.

Where a change means we need your consent, we will ask for it separately. We encourage you to review this Privacy Policy periodically so that you remain aware of how we handle your Personal Information.

How to contact us

If you have any questions about this Privacy Policy, about the Personal Information we hold about you, or about how we use it, please contact us. We are also happy to hear from you if you would like to exercise any of the rights set out above, or if you have a concern about how we have handled your information.

We aim to respond to all privacy enquiries within one month. If we need longer, we will let you know and explain why.