Privacy Policy
This policy explains what personal information Luxe Stay collects when you enquire about or stay in one of our properties, why we collect it, who we share it with, and what rights you have over it. We are the data controller for that information.
Who we are
Luxe Stay is a trading name of Sure Lets and Manage Limited, registered in England and Wales, company number 16613860, registered office Top Floor, 55 Coopers Lane, Leyton, London E10 5DG. We own and operate seventeen self-catering holiday lets across Essex, London and South Yorkshire.
If you have a question about your data, or want to exercise any of the rights below, email us and we will respond within one month.
What we collect
When you enquire or book: your name, email address, telephone number, postal address, the dates and property you are interested in, the number of people in your party, and anything you tell us in a message.
When you book: the booking reference, payment status, and any access requirements or requests you make on the pre-arrival form.
Automatically: standard website analytics such as pages viewed and approximate location derived from your IP address.
We do not collect payment card details. Payments are handled by our booking provider and their payment processor; we never see or store your card number.
Noise monitoring in our properties
Four of our properties — Hawks Farm, Hawkesmeade, the High Street manor and Coopers Lane — have a Minut device fitted. It measures sound level only. It does not record audio, and it cannot capture conversations. There are no cameras or recording devices anywhere inside any of our properties.
The device alerts us if sound levels stay high for a sustained period, so that we can contact you before a neighbour complains. Our lawful basis is legitimate interests: protecting our neighbours from nuisance and our properties from damage. We consider this proportionate because the data is a volume reading rather than any form of recording, and because we tell you about it before you book.
If you would prefer not to stay in a property with a noise monitor, tell us and we will point you to one without.
The guest assistant on this website
Our website has a chat assistant that answers questions about the properties, our rates and your stay. It is artificial intelligence, not a person, and it says so.
What you type is sent to Anthropic, who run the language model that produces the answer. Anthropic process it on our behalf as our supplier, do not use it to train their models, and delete it after thirty days. Our lawful basis is legitimate interests: answering your questions quickly. Please do not type payment details or anything you would not put in an email — and we will never ask you to.
If you tell the assistant your booking reference, we send a six-digit code to the telephone number or email address already held on that booking, and only to that number or address. You type the code into the form rather than into the chat. Until you do, the assistant cannot see any booking at all.
Once you have verified, the assistant is given your name, your property, your dates, your party size and — from two days before you arrive — your key safe code. It is given nothing about any other guest or any other booking. The code is held for ten minutes, hashed rather than stored in readable form, and your verified session ends when you close the tab.
You never have to use the assistant. Email or telephone us and a person will answer.
Why we use it, and our lawful basis
To take and manage your booking, and to give you the information you need to arrive and stay — performance of a contract.
To answer enquiries that do not lead to a booking — legitimate interests.
To protect our properties and neighbours, including noise monitoring and dealing with damage — legitimate interests.
To meet our accounting and tax obligations — legal obligation.
To send marketing email — consent, which you can withdraw at any time using the unsubscribe link in any message.
Who we share it with
Our channel manager, which holds booking records and guest messages. We currently use Uplisting and are moving to Guesty.
The booking platform you came through, where applicable — Airbnb, Booking.com, TravelNest or Viabo. Each has its own privacy policy governing what it does with your data.
Zoho CRM, where we keep booking and guest records.
MailerLite, if you have opted in to marketing email.
Inkbox, which we use for SMS and messaging.
Google Workspace, for email and document storage.
Our housekeeping and maintenance teams, who are given only your name, the property and the dates.
Our payment provider, for the transaction itself.
Cloudflare, who host this website and run the code behind the guest assistant.
Anthropic, who provide the language model behind the guest assistant.
Twilio, where we send a verification code by text message.
We do not sell your data, and we do not share it for anyone else’s marketing.
How long we keep it
Booking and payment records: six years after the end of the tax year they relate to, which is what HMRC requires.
Enquiries that did not become bookings: twelve months, then deleted.
Marketing contacts: until you unsubscribe, and then a minimal record so we do not email you again by mistake.
Guest assistant conversations: we do not keep them. The conversation lives in your browser tab and is gone when you close it. Verification codes are held for ten minutes and then expire.
Noise monitor readings: thirty days. They are sound-level readings only, kept just long enough to deal with a complaint, and then discarded.
Where your data goes
Some of our suppliers are based outside the UK. Where data is transferred abroad it is protected by UK adequacy regulations or by standard contractual clauses, depending on the supplier.
Your rights
You can ask us for a copy of the personal data we hold about you, ask us to correct it if it is wrong, ask us to delete it, ask us to restrict how we use it, object to processing we carry out under legitimate interests, and ask for your data in a portable format.
You can withdraw consent to marketing at any time.
If you are unhappy with how we have handled your data you can complain to the Information Commissioner’s Office at ico.org.uk, though we would rather you told us first so we can put it right.
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