Privacy and Data Usage Policy

Lonsdale House ("we", "us", "our") is committed to protecting your personal data and respecting your privacy. This policy explains how we collect, use, store and protect personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).

1. Personal Data We Collect

When you make a booking with Lonsdale House, either directly or through a third party booking platform, we may collect the following personal data:

Full name
Email address and telephone number
Date of birth
Purpose of travel
Billing address
Booking details, including dates of stay, apartment and number of guests
Payment and damage deposit information processed securely by third party providers
Any information you voluntarily provide in correspondence or special requests

We collect only the personal data that is necessary, relevant and proportionate for the purposes set out in this policy.

2. Lawful Basis for Processing

We process personal data under the following lawful bases as defined by UK GDPR:

Contractual necessity, to manage and fulfil bookings and guest stays
Legal obligation, where processing is required by law
Legitimate interests, to operate and protect our property and business, administer deposits, request reviews and communicate with guests about related services

Where marketing communications are sent, we rely on the soft opt in provisions permitted under PECR.

3. How We Use Personal Data

We use personal data solely to:

Process and manage bookings
Communicate with guests before, during and after their stay
Provide essential information relating to accommodation and access
Process payments, refunds and damage deposits
Administer our damage deposit scheme
Request feedback or reviews following a completed stay
Send occasional marketing communications relating to Lonsdale House
Address issues, complaints or disputes
Comply with legal and regulatory obligations

We do not use guest data for unrelated third party marketing.

4. Communications with Guests

We may contact guests using the email address or telephone number provided at the time of booking, including via WhatsApp, for the following purposes:

Operational and service related communications
Requests for feedback or reviews following a stay
Occasional marketing communications relating to future stays, offers or updates at Lonsdale House

Marketing communications are sent only where permitted under PECR and relate solely to our own services.

Guests may opt out of marketing communications at any time by:

Using the unsubscribe option in emails
Replying "STOP" to WhatsApp messages
Contacting us directly

Once an opt out request is received, no further marketing communications will be sent.

5. Damage Deposit Scheme

Lonsdale House operates a refundable damage deposit scheme. A holding deposit may be taken prior to or during a stay - this is not a charge and remains the guest’s money. The deposit is returned in full following check out, subject to the accommodation being left in good condition, allowing for fair wear and tear.

Where damage, missing items or excessive cleaning is identified, part or all of the deposit may be retained, supported by appropriate evidence

Personal data relating to deposits and inspections is used solely for administering this scheme and resolving any related disputes.

6. Data Sharing

Lonsdale House does not sell, rent or routinely share personal data.

Personal data is disclosed only:

To booking platforms and payment processors strictly for processing bookings, payments or refunds
Where we are legally required to do so, for example in response to a lawful request from a court, regulatory authority or law enforcement agency

We do not share personal data with accountants, lawyers, advisors or other third parties unless legally required.

7. Payment Security

All payments and deposits are processed via secure third party payment providers. Lonsdale House does not store full card details on its own systems.

8. Data Storage and Retention

We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss or misuse.

Personal data is retained only for as long as necessary to:

Fulfil booking and contractual obligations
Administer deposits and resolve disputes
Comply with legal, accounting or regulatory requirements

Data that is no longer required is securely deleted or anonymised.

9. Your Data Protection Rights

Under UK GDPR, you have the right to:

Access your personal data
Request correction of inaccurate or incomplete data
Request erasure of personal data where legally applicable
Request restriction of processing in certain circumstances
Object to processing based on legitimate interests
Request data portability where applicable

We may require proof of identity before responding to requests.

10. Booking Platforms and Third Party Controllers

Where a booking is made through a third party platform such as Airbnb, Booking.com or similar services, those platforms act as independent data controllers for the personal data they collect and process. Their handling of personal data is governed by their own privacy policies.

Lonsdale House receives only the information necessary to manage and fulfil the booking and processes that data in accordance with this policy.

11. International Data Transfers

Some of the third party service providers we use, including booking platforms, payment processors or communication services, may process personal data outside the United Kingdom.

Where this occurs, we ensure that appropriate safeguards are in place to protect personal data, such as transfers to countries recognised by the UK as providing adequate protection or through the use of approved contractual safeguards.

12. Contact Details

For questions about this policy or to exercise your data protection rights, please contact:

Lonsdale House Boutique Apartments
Email: [email protected]
Website: www.lonsdale-house.co.uk

13. Policy Updates

This policy may be updated from time to time to reflect changes in legal requirements or business practices. The most current version will always be available on our website.

Last updated March 2026