Privacy Policy

Last updated:  28Th September 2026

This Privacy Policy explains how Hamptoncourtstay (“we”, “us” or “our”) collects, uses, stores and protects your personal information when you visit our website, make an enquiry, book or stay at our property or otherwise contact us.

We are committed to protecting your privacy and handling your personal information responsibly in accordance with applicable UK data protection law.

1. Who we are

The data controller responsible for your personal information is:

C A Mathieson, Cardinal House, 7 Wolsey Road, East Molesey, Surrey, KT8 9EL, UK

Email: [email protected]

If you have any questions about this Privacy Policy or how we use your personal information, please contact us using the details above.

2. Information we collect

Depending on how you interact with us, we may collect the following information:

• Your name and contact details, such as email address, telephone number and postal address.
• Booking information, including your arrival and departure dates, number of guests and property booked.
• Information you provide when making an enquiry or communicating with us.
• Payment and transaction information where necessary to process a booking. Where payment is handled by a third-party payment provider, we may not receive or store your full payment-card details.
• Information about your stay that is necessary to provide our services or respond to requests.
• Information you voluntarily provide to us, for example accessibility requirements or special requests.
• Information about how you use our website, including IP address, browser type, device information and website activity.
• Information collected through cookies and similar technologies, where applicable.

We ask that you do not provide sensitive personal information unless it is necessary for your booking or stay.

3. How we collect your information

We may collect personal information:

• Directly from you when you contact us by telephone, email, online form or social media.
• When you make or enquire about a booking.
• When you stay at one of our properties.
• Through our website and its cookies or similar technologies.
• From booking platforms or agents where you have made a reservation through them.
• From payment, booking or other service providers involved in providing your stay.

If we receive your personal information from another organisation, we will provide you with appropriate privacy information in accordance with applicable data protection law.

4. How we use your information

We may use your personal information to:

• Respond to enquiries and requests.
• Manage and administer bookings.
• Process payments and refunds.
• Provide you with information about your booking and stay.
• Communicate important information about your accommodation.
• Arrange cleaning, maintenance, check-in and other services necessary to provide your stay.
• Deal with complaints, queries or disputes.
• Keep appropriate business and financial records.
• Prevent fraud, misuse or other unlawful activity.
• Improve our website, accommodation and services.
• Send marketing communications where we are legally permitted to do so and, where required, you have given your consent.
• Comply with our legal and regulatory obligations.
• Establish, exercise or defend legal claims.

5. Our lawful bases for using your information

We will only use your personal information where we have a lawful basis to do so.

Depending on the circumstances, these may include:

Contract: Where processing is necessary to enter into or perform a booking or other contract with you.

Legal obligation: Where we need to process information to comply with a legal obligation, such as accounting, tax or other regulatory requirements.

Legitimate interests: Where processing is necessary for our legitimate business interests, provided those interests are not overridden by your rights and interests. This may include administering our business, responding to enquiries, maintaining our website, preventing fraud and managing disputes.

Consent: Where you have given us permission to use your information for a particular purpose, such as certain marketing communications or non-essential cookies. Where we rely on consent, you can withdraw it at any time.

6. Booking and payment information

If you book accommodation with us, we need certain personal information to administer your booking and provide the accommodation.

Depending on how you book, your information may be processed through third-party booking or payment providers.

We will only provide these providers with the information reasonably necessary for them to provide their services.

We do not normally store complete payment-card details ourselves. Payment information may instead be processed securely by the relevant payment provider.

7. Sharing your information

We may share your personal information where reasonably necessary with:

• Booking platforms or agents through which you make a reservation.
• Payment providers.
• Website, hosting and IT service providers.
• Cleaning, maintenance, property-management or key-handover providers.
• Professional advisers such as accountants, insurers, solicitors or other advisers.
• Government bodies, regulators, law-enforcement authorities or other organisations where we are legally required to do so.
• Other service providers where necessary to provide your booking or operate our business.

We do not sell your personal information.

Where we use third-party service providers to process personal information on our behalf, we take appropriate steps to ensure that your information is handled securely and in accordance with applicable data protection requirements.

8. International transfers

Some of the service providers we use may process personal information outside the United Kingdom.

Where this happens, we will take appropriate steps to ensure that your personal information receives a level of protection required by applicable UK data protection law, including using an appropriate legal safeguard where required.

9. How long we keep your information

We will only keep your personal information for as long as reasonably necessary for the purposes for which it was collected, including to meet legal, accounting, tax, insurance and reporting requirements.

For example:

• Booking and guest records may be retained for a reasonable period after your stay.
• Financial and tax records will be retained for the period required by applicable law.
• Enquiry information that does not result in a booking will generally be deleted or securely disposed of when it is no longer reasonably required.
• Marketing information will be retained until you unsubscribe or it is otherwise no longer required.

Actual retention periods may vary depending on the type of information and the reason we need to retain it.

10. Keeping your information secure

We take reasonable technical and organisational measures to protect your personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

11. Cookies

Our website may use cookies and similar technologies.

Some cookies are necessary for the website to function properly. Other cookies may be used for purposes such as analytics, remembering preferences or marketing.

Where required by law, we will ask for your consent beore placing non-essential cookies on your device.

You can manage cookies through your browser settings and, where available, our website’s cookie-consent settings.

For more information, please see our Cookie Policy.

12. Marketing

We may occasionally send you information about our accommodation, offers or services where we are legally permitted to do so.

Where your consent is required, we will only send marketing communications after you have provided that consent.

You can unsubscribe from marketing communications at any time by using the unsubscribe link in the relevant message or by contacting us at [email protected]

Withdrawing marketing consent will not affect the lawfulness of processing carried out before you withdrew your consent.

13. Your data protection rights

Depending on the circumstances and subject to applicable legal requirements, you may have rights in relation to your personal information, including:

• The right to request access to the personal information we hold about you.
• The right to request correction of inaccurate or incomplete information.
• The right to request deletion of your personal information in certain circumstances.
• The right to request restriction of processing in certain circumstances.
• The right to object to certain processing, including direct marketing.
• The right to data portability in certain circumstances.
• Where processing is based on consent, the right to withdraw your consent at any time.

To exercise your rights, please contact us using the details in section 1.

We may need to verify your identity before responding to a request.

14. Complaints

If you have concerns about how we have handled your personal information, please contact us first so that we have an opportunity to address your concerns.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent supervisory authority for data protection.

You can find information about making a complaint on the ICO’s website:

Information Commissioner’s Office (ICO)

15. Third-party websites

Our website may contain links to third-party websites, including booking platforms, tourist attractions or other services.

We are not responsible for the privacy practices or content of third-party websites. We recommend that you read their privacy policies before providing them with personal information.

16. Children’s information

Our accommodation may be suitable for families, but our website and booking services are intended to be used by adults.

We do not knowingly collect children’s personal information unless it is necessary for a booking or stay and is provided appropriately by a parent, guardian or accompanying adult.

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, services, technology or applicable legal requirements.

The latest version will always be made available on this page, with the date of the most recent update shown at the top.

18. Contact us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us at the address shown in section 1.