Privacy notice
What we collect, why we collect it, and what you can ask us to do about it.
Last updated 2 October 2026.
Who we are
Urban Hideaways Ltd is the data controller for the personal information described in this notice.
Company registered in England and Wales, company number 15061567. Registered with the Information Commissioner’s Office, reference ZB709758.
You can contact us about anything in this notice at bookings@urbanhideaways.co.uk.
What we collect
From guests. Your name, email address, phone number, company name where relevant, the location and dates you need, the reason for your stay, the number of guests, any requirements you tell us about, and photographic identification where a property requires it at check-in. Payment details are handled by our payment provider. We never see or store your full card number.
From owners and hosts. Your name, email address, phone number, the property address and postcode, details of the property, ownership and consent documentation, and bank details so that we can pay you.
Automatically from the website. Your IP address, device and browser information, and basic analytics about how the site is used. Analytics are collected only if you allow them. See our cookie policy.
Cameras and monitoring at some properties
Not every property has one, but some of our homes have an external camera or a video doorbell. Where a property has one, it is fitted for security and it is stated on that property’s listing before you book.
Where a camera is fitted it covers the entrance and the immediate exterior only. There are no cameras inside any of our homes. We rely on our legitimate interest in keeping the property, our guests and our neighbours safe.
Footage is kept for no longer than 30 days, unless it is needed for an insurance claim, an investigation or a legal claim, in which case it is kept until that matter is closed. You can ask for a copy of footage of yourself using the contact details above.
If we introduce any other monitoring at a property in future, such as noise monitoring or a smart lock that records entry, we will say so on that property’s listing and update this notice before it is used. We do not use either at present.
Why we use your information
| Purpose | Lawful basis |
|---|---|
| Taking and managing your booking | Performance of a contract |
| Responding to an enquiry | Our legitimate interest in answering people who contact us |
| Preparing a property projection for an owner | Steps taken at your request before entering a contract |
| Meeting safety, tax and licensing obligations | Legal obligation |
| Protecting the property, including any external camera | Our legitimate interest in security |
| Sending marketing emails, if we introduce them | Your consent, which you can withdraw at any time |
We do not currently send marketing emails. If we start, we will ask for your consent first and every message will carry an unsubscribe link.
Who we share it with
Our property management system, Hostaway. Our payment processor. Our email provider. Cleaning and maintenance contractors, where they need access in order to fulfil a booking. Our accountants. Booking platforms, where you booked through one. Cloudflare, which checks enquiry form submissions for spam and bots using your IP address and basic browser information. Google, for website analytics, if you have allowed analytics cookies.
Where we place you with a partner host, we share only what that host needs in order to accommodate you.
We never sell your data.
Information sent outside the UK
Some of the providers above process data outside the United Kingdom. Where that happens we rely on the UK’s adequacy regulations or on the International Data Transfer Agreement, so that your information continues to receive an equivalent standard of protection. You can ask us which safeguard applies to a particular provider.
How long we keep it
Booking records for seven years, because tax and accounting law requires it. Enquiries that do not become bookings for twenty-four months. Camera footage for no longer than 30 days, unless it is needed for a claim. Marketing consent until you withdraw it, and for three years after your last interaction with us.
Your rights
You can ask us for a copy of your data, ask us to correct or delete it, object to or restrict how we use it, ask for it in a portable format, and withdraw consent at any time.
Email info@urbanhideaways.co.uk and we will respond within one month.
If you are unhappy with our response you can complain to the Information Commissioner’s Office at ico.org.uk, or call 0303 123 1113.
Changes to this notice
We update this notice when our practices change. The date at the top tells you when it was last revised.