Privacy policy

Who we are

ENCHANTED DWELLINGS LTD (company number 15072098, registered office Flat 32 Charcroft Court, Minford Gardens, London, England, W14 0BX) is the controller of your personal information. If you have any questions about this policy or your information, email bookings@enchanteddwellings.co.uk.

What we collect

• Enquiry and booking details: your name, email address, phone number, dates, number of nights and guests, the type of stay and anything you tell us in a message.
• Corporate enquiries: your company name, your role, the package you are interested in, and your stay and billing preferences.
• Landlord enquiries: your contact details, the property address and details, and any photos you upload or send us.
• Guest records: photo ID for the lead guest, payment and invoice records, and messages during your stay.
• Website data: basic technical information such as your browser type and pages visited, only if you accept analytics cookies.

How we use it, and our lawful basis

• To reply to your enquiry and arrange your stay: this is necessary to take steps at your request before entering into a contract, and to perform that contract.
• To check identity and keep our homes safe: our legitimate interest in protecting guests, neighbours and property.
• To protect our forms from spam and abuse: our legitimate interest in keeping the website secure. Cloudflare Turnstile checks that a form is being sent by a person, using technical signals from your browser.
• To keep accounting and tax records: our legal obligation.
• To understand how our website is used: your consent, which you can withdraw at any time through Cookie settings at the bottom of every page.

We never sell your information, and we do not send marketing emails unless you have asked us to.

Who we share it with

We share only what is needed, with:

• Our website host, Cloudflare, which runs this website and delivers the forms you send us to our inbox by email. Cloudflare keeps delivery records, such as the time and status of each email, for up to 30 days, and may keep a copy of the email for up to seven days so we can confirm it arrived.
• Our email provider, Hostinger, which hosts the inbox where your messages are kept.
• Our booking and channel management software, our accountants and our payment provider.
• Cleaning and maintenance contractors, who receive only what they need to do their job, such as your arrival date.
• Your employer or insurer, where they have arranged or are paying for your stay.
• The police or other authorities, where the law requires it.

Some of these providers are based outside the UK, including in the United States. Where that happens, we rely on UK adequacy regulations or the International Data Transfer Agreement to protect your information.

How long we keep it

• Enquiries that do not lead to a booking: up to 12 months.
• Guest and booking records: six years after your stay, to meet tax and accounting rules.
• Copies of ID: deleted within 30 days of checkout, unless needed for an ongoing claim.
• Landlord enquiries: up to 24 months, or for the length of any management agreement and six years after.

Your rights

You have the right to:

• Ask for a copy of the information we hold about you.
• Ask us to correct information that is wrong.
• Ask us to delete your information, where we have no legal reason to keep it.
• Object to or ask us to restrict how we use it.
• Ask for your information in a portable format.
• Withdraw consent at any time, where we rely on consent.

To use any of these rights, email bookings@enchanteddwellings.co.uk. We will reply within one month. If you are unhappy with how we handle your information, you can complain to the Information Commissioner’s Office at ico.org.uk (opens in a new tab) or on 0303 123 1113.

Security

Our website uses HTTPS, our systems use strong passwords and two-factor authentication, and only the people who need your information can see it. We never ask for card details by email.

Cookies

Our cookie policy explains the small files our website uses and how to control them.

Changes to this policy

If we change this policy, we will update the date at the top of this page.