Privacy Notice

Last updated: 5 September 2026

1. Who We Are

Suburban Stays is a trading name of Suburban Property Services Ltd.

Suburban Property Services Ltd is the data controller responsible for personal information processed in connection with Suburban Stays where we determine how and why that information is used.

Legal entity: Suburban Property Services Ltd
Trading as: Suburban Stays
Company number: 17032754
Registered office: 376 London Road, Hadleigh, Benfleet, Essex, England, SS7 2DA
Telephone: 01708 837210
Email: [email protected]
ICO registration number: ZC094642

In this Privacy Notice, references to “Suburban Stays”, “we”, “us” or “our” mean Suburban Property Services Ltd trading as Suburban Stays.

2. Scope of This Privacy Notice

This Privacy Notice explains how we collect, use, disclose, retain and protect personal information when you:

• visit the Suburban Stays website;
• submit a website enquiry or contact form;
• check prices or availability;
• make a direct booking;
• make a reservation through an online travel agent or booking platform;
• stay at accommodation operated or managed by us;
• communicate with us before, during or after a stay;
• complete guest verification;
• sign a rental or guest agreement;
• pay for accommodation or provide a security deposit;
• make a complaint, claim or request;
• interact with one of our digital guest guides;
• contact our guest-support team; or
• otherwise use our accommodation services.

This includes bookings made directly with Suburban Stays and bookings made through platforms such as Airbnb, Booking.com, Vrbo, Google Vacation Rentals, Agoda and other booking or distribution partners we may use from time to time.

Where you use a third-party platform, that organisation will normally have its own privacy notice and may act as a separate data controller for the information it collects.

3. Information We May Collect

The information we collect depends on your interaction with us.

Identity and Contact Information

This may include:

• your name;
• postal address;
• email address;
• telephone number;
• date of birth where reasonably necessary;
• names of accompanying guests;
• employer or company details for corporate bookings; and
• identification or verification information where required.

Booking Information

We may process:

• property booked;
• booking reference;
• booking channel;
• check-in and check-out dates;
• number of guests;
• length of stay;
• booking price;
• special requests;
• arrival requirements;
• booking amendments;
• cancellation information;
• house-rule information;
• guest agreement status; and
• previous stays with us.

Payment Information

We may process information relating to:

• accommodation payments;
• security deposits;
• refunds;
• payment status;
• transaction references;
• chargebacks;
• damage charges; and
• payment disputes.

Payment-card details are generally processed securely by our payment processors rather than stored directly by Suburban Stays.

Guest Verification

Where appropriate, guests may be asked to provide information necessary to verify their identity.

This may include:

• identification-document information;
• identity-verification results;
• date of birth;
• address information; and
• fraud or booking-risk indicators.

We seek to minimise the amount of identity information retained by us and use our booking or verification providers to carry out these processes where appropriate.

Communications

We may retain communications such as:

• emails;
• website enquiries;
• booking-platform messages;
• guest-support messages;
• SMS or messaging communications;
• telephone notes;
• complaints;
• maintenance reports;
• feedback; and
• correspondence relating to disputes or claims.

Website and Device Information

When you use our website or booking services we may receive:

• IP address;
• browser type;
• operating system;
• device information;
• referring website;
• pages viewed;
• dates and times of visits;
• approximate location derived from IP address;
• cookie choices;
• website-security information; and
• analytics information where permitted.

4. Where We Obtain Your Information

Directly From You

For example when you:

• submit our Contact Us form;
• contact us;
• make a direct booking;
• provide guest details;
• complete verification;
• sign an agreement;
• make a payment; or
• request assistance.

Online Travel Agents

We may receive booking information from organisations including:

• Airbnb;
• Booking.com;
• Vrbo;
• Google Vacation Rentals;
• Agoda; and
• other accommodation or distribution platforms.

Information received from an OTA is used in accordance with applicable data protection law and relevant platform requirements.

Uplisting

We use Uplisting as our property-management system, booking engine and channel-management platform.

Booking information from our direct-booking website and connected booking channels may be processed through Uplisting so that we can manage:

• reservations;
• availability;
• pricing;
• guest information;
• payments;
• deposits;
• guest verification;
• agreements;
• guest communications; and
• booking administration.

Other People

A lead guest, family member, employer, corporate travel organiser or other authorised person may provide information about people staying at a property.

If you provide personal information about another individual, you should make sure that you are authorised to do so and, where appropriate, make them aware of this Privacy Notice.

5. Why We Process Personal Information

Under UK GDPR, we must have a lawful basis for processing personal information.

Responding to Enquiries

We use information to respond to enquiries, answer questions, provide availability or pricing information and discuss potential bookings.

Lawful basis: steps taken at your request before entering into a contract and/or our legitimate interests in responding to genuine enquiries.

Managing Your Booking

We use information to:

• create reservations;
• provide accommodation;
• administer booking changes;
• communicate with guests;
• provide check-in information;
• manage check-out;
• provide guest support; and
• fulfil our obligations to you.

Lawful basis: performance of a contract or taking steps at your request before entering into a contract.

Payments and Security Deposits

We may process information to:

• collect payments;
• authorise or administer deposits;
• provide refunds;
• investigate failed payments;
• handle chargebacks; and
• recover legitimate charges.

Lawful basis: contractual necessity, legitimate interests and, where applicable, legal obligations.

Guest Verification and Fraud Prevention

We may process information to:

• verify guest identity;
• prevent fraudulent bookings;
• protect accommodation;
• enforce legitimate booking requirements;
• investigate suspicious activity; and
• prevent misuse of our services.

Lawful basis: our legitimate interests in operating a safe and secure accommodation business and, where applicable, contractual necessity or legal obligation.

Property and Guest Safety

Information may be processed to:

• protect guests;
• protect our properties;
• investigate damage;
• respond to complaints;
• investigate nuisance;
• deal with security incidents;
• protect neighbours; and
• resolve disputes.

Lawful basis: legitimate interests and, where appropriate, legal obligations.

Legal and Regulatory Requirements

We may retain or disclose information where required for:

• accounting;
• taxation;
• insurance;
• licensing;
• regulatory requirements;
• court proceedings;
• fraud prevention;
• law-enforcement requests; and
• establishing, exercising or defending legal claims.

Lawful basis: legal obligation and/or legitimate interests.

6. Property Monitoring and Security

Some properties may use privacy-conscious monitoring or security equipment where reasonably necessary.

Noise Monitoring

Some properties may use Minut or similar environmental monitoring equipment.

Such equipment may measure information such as noise levels for the purposes of preventing excessive noise, protecting neighbours and protecting the property.

Noise-monitoring devices are not used by us to record or listen to private guest conversations.

Where monitoring equipment is installed, it will also be disclosed in the relevant property information where required.

External Security Equipment

Where a property uses external security cameras, video doorbells or similar equipment, these will be used only for legitimate security purposes and disclosed where required by law and applicable booking-platform rules.

We do not use indoor surveillance cameras in guest living or sleeping accommodation.

7. Property Access

We may use:

• lockboxes;
• electronic locks;
• access codes;
• digital keys; or
• other property-access systems.

Information relating to access may be processed for the purpose of providing accommodation and protecting property security.

Access codes should not be shared with unauthorised persons.

8. Our Technology and Service Providers

We use third-party systems to operate Suburban Stays.

Depending on your booking and the property involved, these may include:

Uplisting

Property-management system, booking engine, channel management, guest communications, verification, deposits and booking administration.

Stripe

Secure processing of direct-booking payments and related payment services.

GoHighLevel / LeadConnector

Website forms, enquiry management, CRM functionality and permitted communications.

Your Suburban Stays Contact Us form is delivered through LeadConnector/GoHighLevel.

Bluehost / WordPress

Website hosting and website-management services.

Google Workspace

Business email, documents, file storage and internal administration.

Touch Stay

Digital guest guides and guest information where used.

Minut

Privacy-conscious environmental and noise monitoring where installed.

PriceLabs or Other Pricing Systems

Pricing, availability and revenue-management services where used.

Cleaning and Operations Platforms

Platforms such as Turno, Breezeway or similar providers may be used where necessary for cleaning, maintenance and property operations.

Only the information reasonably necessary to perform the relevant task should be provided to operational contractors.

Online Travel Agents

These may include:

• Airbnb;
• Booking.com;
• Vrbo;
• Google Vacation Rentals;
• Agoda; and
• other accommodation-distribution services.

Professional Advisers

Information may also be shared where necessary with:

• accountants;
• solicitors;
• insurers;
• insurance claims handlers;
• IT providers;
• contractors;
• regulatory advisers; and
• other professional advisers.

9. Cleaners, Maintenance Contractors and Property Teams

We work with cleaners, maintenance contractors and other service providers to prepare and maintain accommodation.

These providers should only receive the minimum guest information necessary to perform their work.

For example, a cleaner may need to know that a departure has occurred and when the next arrival is due but will not normally need access to detailed guest identity or payment information.

10. Airbnb and Other OTA Guest Information

Personal information supplied to us by an OTA is used only where reasonably necessary to:

• manage the reservation;
• provide the booked accommodation;
• communicate about the stay;
• meet legal or regulatory requirements;
• protect guests and property; or
• deal with legitimate complaints, disputes or claims.

We do not treat an OTA reservation as permission to add a guest automatically to our direct-marketing database.

Where an OTA’s requirements are stricter than our normal processing arrangements, we will apply the relevant platform requirements to information received from that platform.

11. Marketing

Messages necessary to administer a booking or stay are service communications, not marketing.

These may include:

• booking confirmations;
• payment information;
• arrival instructions;
• verification requests;
• check-in information;
• check-out information;
• property information;
• safety communications; and
• messages necessary to deal with the reservation.

We will only send promotional emails, SMS messages or similar electronic marketing where permitted by applicable law.

Where consent is required, we will ask for it separately.

OTA Guests

We will not automatically add guests obtained through Airbnb, Booking.com, Vrbo or another OTA to our direct-marketing lists solely because they made a reservation through that platform.

Direct Customers

Where permitted by the Privacy and Electronic Communications Regulations (PECR), we may communicate with direct customers about similar services if all legal conditions for doing so are satisfied.

Every electronic marketing communication will provide a straightforward way to opt out.

If you unsubscribe, we may retain a minimal suppression record so that we can make sure your marketing preference continues to be respected.

12. Cookies and Similar Technologies

Our website and embedded services may use cookies or similar technologies.

These may include cookies associated with:

• WordPress;
• website security;
• Uplisting;
• direct-booking functionality;
• GoHighLevel/LeadConnector forms;
• payment services;
• analytics; and
• other embedded services.

Some cookies are necessary for the website or booking service to function.

Where UK law requires consent for non-essential cookies, those cookies should only be activated after appropriate consent has been obtained.

Visitors must be able to refuse non-essential cookies without being prevented from using basic website functionality.

Further information should be provided in our separate Cookie Notice.

13. International Transfers

Some of our technology providers operate internationally and may process or access information outside the United Kingdom.

Where personal information is transferred internationally and UK data protection law requires additional safeguards, an appropriate transfer mechanism will be used.

Depending on the recipient and destination, this may include:

• UK adequacy regulations;
• the UK International Data Transfer Agreement;
• the UK Addendum to approved Standard Contractual Clauses; or
• another lawful transfer safeguard.

14. How Long We Keep Information

We do not retain personal information indefinitely.

Our normal retention approach is:

Information	Typical Retention Period
General enquiry not resulting in a booking	Up to 12 months after the last meaningful contact
Reservation and guest records	Generally up to 6 years following completion of the stay
Invoices, payments and accounting information	At least the period required by UK tax and accounting legislation
Guest communications connected to a reservation	Normally retained with the reservation record
Complaints and disputes	Until resolved and for an appropriate limitation period thereafter
Damage or insurance claims	Until resolved and for an appropriate legal retention period
Identity-document copies	Only for as long as reasonably necessary, where retained by us at all
Verification result/status	As reasonably necessary for booking, security, compliance and dispute purposes
Security logs	Normally up to 12 months unless required for an investigation
Marketing information	Until consent is withdrawn, you object, or it is no longer appropriate to retain it
Marketing suppression records	May be retained to ensure we continue to honour an opt-out

Some records may be retained longer where:

• legislation requires it;
• a dispute exists;
• an insurance matter remains open;
• fraud is suspected; or
• information is required to establish, exercise or defend legal claims.

15. Special Category Information

We do not normally require sensitive or special-category personal information.

However, a guest may choose to tell us about:

• accessibility requirements;
• mobility requirements;
• health information relevant to safely providing accommodation; or
• other sensitive information necessary to support their stay.

Please only provide such information where it is genuinely relevant.

Where we process special-category information, we will identify an appropriate lawful basis and additional condition under UK data protection law.

16. Children

Bookings must be made by an adult.

Children may nevertheless stay as part of a family or group booking and limited information about them may therefore be provided by the responsible adult.

We only process children’s information where reasonably necessary to administer the accommodation, meet safety requirements or comply with law.

17. Data Security

We use appropriate technical and organisational safeguards designed to protect personal information from:

• unauthorised access;
• accidental loss;
• unlawful disclosure;
• alteration;
• misuse; and
• destruction.

Access to personal information is restricted to people and providers who reasonably require it.

Our measures may include:

• password-controlled systems;
• account permissions;
• secure payment providers;
• encrypted connections;
• multi-factor authentication where available;
• access restrictions;
• staff and contractor procedures; and
• appropriate backups and security controls.

No internet-based service can guarantee absolute security.

18. Your Data Protection Rights

Depending on the circumstances, you have rights under UK GDPR including the right to:

Access

Ask what personal information we hold about you and request a copy.

Rectification

Ask us to correct inaccurate or incomplete information.

Erasure

Ask us to delete information where applicable.

Restriction

Ask us to restrict certain uses of your information.

Objection

Object to processing carried out on the basis of legitimate interests.

You have an absolute right to object to personal information being used for direct marketing.

Data Portability

Request certain information in a portable electronic format where the legal conditions are met.

Withdraw Consent

Where processing is based on consent, you may withdraw that consent at any time.

Withdrawal does not make earlier lawful processing unlawful.

Automated Decision-Making

You may have rights where significant decisions are made solely through automated processing.

To exercise your rights, contact:

Suburban Property Services Ltd T/A Suburban Stays
376 London Road
Hadleigh
Benfleet
Essex
SS7 2DA

Email: [email protected]
Telephone: 01708 837210

We may need to verify your identity before responding.

We will normally respond within one month, subject to the provisions of applicable data protection law.

19. Automated Processing and Fraud Prevention

Some booking, payment and verification providers may use automated systems to:

• detect suspected fraud;
• identify unusual transactions;
• assess payment risks;
• verify identity; or
• identify potentially suspicious reservations.

Suburban Stays does not ordinarily make decisions based solely on automated processing that have legal or similarly significant effects on guests.

If this changes, we will provide the additional information and safeguards required by law.

20. Complaints

If you are concerned about how we have handled your personal information, please contact us first so that we can investigate.

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

Our ICO registration number is:

ZC094642

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

21. Third-Party Websites and Services

Our website may contain links to or integrate services provided by other organisations.

Those organisations may have their own privacy notices and may process personal information independently of Suburban Stays.

This may include:

• booking platforms;
• payment providers;
• digital guest guides;
• maps;
• travel services;
• local attraction providers; and
• other third-party services.

We recommend reviewing the privacy information supplied by any third party you interact with.

22. Changes to This Privacy Notice

We may update this Privacy Notice where necessary to reflect changes to:

• our accommodation portfolio;
• booking platforms;
• technology providers;
• operating procedures;
• legal requirements; or
• the way personal information is processed.

The latest version will be published on the Suburban Stays website together with the date it was last updated.