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Last updated: 2 September 2026

Queenwood Holidays Limited (“Queenwood Holidays”, “we”, “us” or “our”) is committed to protecting your privacy and handling your personal information fairly, transparently and securely.

This Privacy Policy explains what personal information we collect, why we collect it, how we use it, who we may share it with, how long we keep it and the rights you have in relation to your personal information.

1. Who we are

Queenwood Holidays Limited is a company registered in England and Wales.

Company name: Queenwood Holidays Limited
Company number: 16291628
Registered office: Clarendon House, 42 Clarence Street, Cheltenham, England, GL50 3PL
Email: stay@queenwoodholidays.com
Website: queenwoodholidays.com
ICO registration number: [TO BE ADDED]

For the purposes of UK data protection law, Queenwood Holidays Limited is a data controller in respect of personal information for which we determine the purposes and means of processing.

2. Personal information we collect

Depending on how you interact with us, we may collect and process information including:

  • your name;
  • postal or home address;
  • email address;
  • telephone number;
  • information about your booking and stay;
  • the names and details of other guests included in your booking where provided;
  • correspondence and communications between you and Queenwood Holidays;
  • enquiries, requests, complaints and feedback;
  • payment and transaction information;
  • information necessary to manage a problem, maintenance request or other matter during your stay;
  • marketing preferences and information about whether you have subscribed or unsubscribed from our communications; and
  • technical information relating to your use of our website, such as IP address, device/browser information and information collected through cookies and similar technologies.

We ask that you only provide personal information about other members of your party where you are authorised to do so.

3. How we collect your information

We may collect personal information:

  • when you make an enquiry or booking directly with Queenwood Holidays;
  • through our website and online booking system;
  • when you telephone or email us;
  • when you subscribe to our marketing communications;
  • when you communicate with us before, during or after your stay;
  • through third-party booking platforms or travel agents through which you have chosen to make a booking, such as Airbnb;
  • when you use or interact with our website; and
  • from payment, booking and technology providers involved in processing your booking or providing our services.

Where you book through a third-party platform, that organisation will also process your information under its own privacy policy.

4. How and why we use your personal information

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

Managing your booking and providing your accommodation

We use your information to:

  • process and administer your booking;
  • communicate with you about your booking;
  • provide information relating to your arrival and stay;
  • process payments;
  • respond to enquiries;
  • provide customer service;
  • deal with changes, cancellations or requests;
  • resolve problems during your stay; and
  • otherwise provide the services you have booked.

We generally process this information because it is necessary to enter into or perform our contract with you.

Running and protecting our business
We may use information to maintain appropriate business and financial records, prevent or investigate fraud, establish or defend legal claims, resolve disputes, maintain the security of our systems and protect Queenwood Holidays, our guests, property owners and other parties.

We do this where necessary to comply with our legal obligations and/or where it is in our legitimate interests to operate and protect our business.

Legal and regulatory requirements
We may process and retain personal information where necessary to meet our legal, accounting, taxation or regulatory obligations.

Marketing
We use Mailchimp to help us manage and send email marketing communications.

Where required, we will only send electronic marketing to you where you have consented to receive it or where we are otherwise permitted to do so under applicable electronic marketing laws.

You can unsubscribe from marketing emails at any time by using the unsubscribe facility contained in our marketing emails or by contacting us at stay@queenwoodholidays.com.

Unsubscribing from marketing will not prevent us from sending you essential service communications relating to an existing booking.

5. Payments

We use Stripe as our payment gateway to securely process payments made directly to Queenwood Holidays.

When you make a payment, relevant payment and transaction information is processed by Stripe in order to authorise and process the transaction and help prevent fraud.

Queenwood Holidays does not ordinarily receive or store your full payment card details. Stripe processes payment information in accordance with its own privacy and security arrangements.

6. Our booking system

For bookings made directly with Queenwood Holidays, we use Anytime Booking to help administer bookings and guest information.

Information you provide when making a booking may therefore be processed through Anytime Booking for purposes such as managing availability, reservations, customer information, payments and communications associated with your booking.

7. Third-party booking platforms

We may receive bookings through third-party booking platforms and agents, including Airbnb and potentially other booking channels.

Where you choose to book through a third-party platform, that platform will process your personal information in accordance with its own privacy policy and may provide relevant booking and guest information to Queenwood Holidays so that we can administer and provide your stay.

We recommend that you also review the privacy information provided by the booking platform you use.

8. Sharing information to provide your stay

We do not sell your personal information.

However, we may share limited personal information where reasonably necessary to provide or manage your accommodation or resolve an issue.

This may include sharing necessary information with:

  • property owners;
  • housekeepers and cleaners;
  • maintenance contractors;
  • tradespeople or other service providers; and
  • other persons reasonably required to assist with the property or your stay.

For example, if a maintenance issue arises during your stay, we may provide a contractor with your name, the property you are staying at and, where necessary, your contact details so that they can arrange access or resolve the problem.

We only aim to disclose information that is reasonably necessary for the particular purpose. We would not ordinarily provide a contractor with unrelated information such as your home address or other guest information where they do not need it.

9. Email and business communications

Queenwood Holidays uses Google Workspace to provide and manage our business email services.

If you contact us by email, or we communicate with you by email in connection with an enquiry, booking or stay, your name, email address, correspondence and any other personal information contained within those communications may be processed and stored using Google Workspace.

We use this information to respond to enquiries, administer bookings, provide customer service and maintain appropriate business records.

These may include providers of:

  • booking and reservation systems;
  • payment processing;
  • website hosting and technology;
  • business email and cloud services;
  • accounting and professional services;
  • marketing and email communications;
  • website analytics;
  •  online advertising;
  • IT and security services; and
  • booking platforms.

Our current services include Anytime Booking, Stripe, Google Workspace, Mailchimp and services provided by Google and Meta.

Where required by data protection law, we put appropriate arrangements in place with organisations that process personal information on our behalf.

We may also disclose information where required by law, a court, law enforcement agency, regulator, tax authority or other competent authority.

10. Cookies, analytics and online advertising

Our website uses cookies and similar technologies.

These may include technologies associated with services such as Google Analytics, Google Ads and Meta/Facebook.

Some technologies are necessary for the operation of our website, while others may be used, subject to applicable consent requirements, to understand how visitors use our website, measure the effectiveness of advertising or support advertising and marketing activities.

Where consent is legally required, non-essential cookies and similar technologies will only be used after you have made the relevant choice.

You can find further information about the technologies we use and how to manage your preferences in our Cookie Policy.

11. How long we keep your information

We do not keep personal information for longer than is reasonably necessary for the purpose for which it was collected, including satisfying legal, accounting and tax requirements and dealing with potential disputes or legal claims.

As a general guide:

  • booking and transaction records that form part of our accounting or tax records will normally be retained for up to six years from the end of the relevant company financial year, or longer where legally required;
  • routine enquiries that do not result in a booking will be deleted or anonymised when they are no longer reasonably required;
  • information associated with complaints, disputes or legal claims may be retained for as long as reasonably necessary to resolve the matter and meet applicable legal requirements; and
  • marketing information will be retained while you remain subscribed or while we otherwise have a lawful basis to use it. Where you unsubscribe, we may retain limited information on a suppression list to ensure that we respect your preference not to receive further marketing.

We periodically review the information we hold and delete or anonymise information where it is no longer required.

12. International transfers

Some of the technology and service providers we use may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we take reasonable steps to ensure that appropriate safeguards required by UK data protection law are in place.

Depending on the recipient and destination, these safeguards may include UK adequacy regulations or approved contractual safeguards for international transfers.

13. Keeping your information secure

We take appropriate organisational and technical measures designed to protect personal information against unauthorised access, accidental loss, alteration, disclosure or destruction.

Access to personal information is limited to people and service providers who reasonably require it for legitimate business purposes.

However, no method of electronic transmission or storage can be guaranteed to be completely secure.

14. Your data protection rights

Depending on the circumstances, UK data protection law gives you rights in relation to your personal information.

These may include the right to:

  • ask us for access to personal information we hold about you;
  • ask us to correct inaccurate or incomplete information;
  • ask us to delete your personal information in certain circumstances;
  • ask us to restrict the way we process your information in certain circumstances;
  • object to certain processing, including direct marketing;
  • ask us to transfer certain information to you or another organisation where the right to data portability applies; and
  • withdraw consent where we rely on your consent to process information.

These rights are not absolute and exemptions may apply in certain circumstances.

To exercise a data protection right, please contact:

stay@queenwoodholidays.com

We may need to ask you for information to verify your identity before responding to a request.

15. Complaints

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

You can contact us at:

stay@queenwoodholidays.com

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

Further information is available from the Information Commissioner’s Office.

ICO registration number: [TO BE ADDED]

16. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, the services and technologies we use, or applicable legal requirements.

The latest version will be published on our website and the “Last updated” date at the top of this policy will be amended accordingly.