Privacy Policy

This Privacy Policy explains how Abode Retreats ("we", "us", "our") collects, uses, stores and protects personal information when you use our website, enquiry forms, booking services or property management services. We are the data controller for the purposes of UK GDPR and the Data Protection Act 2018.

1. Who we are

Abode Retreats is a serviced accommodation and holiday let management company operating across Suffolk and the wider East Anglia. To get in touch about this policy, please use our contact form or call 01473 845182.

2. Information we collect

• Enquiry information: name, phone number, property details and any message you submit via our contact, landlord or contractor enquiry forms.
• Booking information: name, contact details, stay dates, party size and payment details (processed by our booking partners, we do not store card numbers).
• Landlord information: property address, ownership details, bank details for payouts and any documents you provide for onboarding.
• Technical information: IP address, browser type, device, pages viewed and referring site, collected via cookies and analytics.

3. How we use your information

• To respond to your enquiry and provide the service you've asked about.
• To manage bookings, stays, payouts and ongoing landlord services.
• To send service-related communication (booking confirmations, statements, updates).
• To improve our website, listings and operations.
• To comply with legal, tax and regulatory obligations.

We will only send marketing communications where you have opted in, and you can withdraw consent at any time.

4. Legal basis for processing

We rely on: contract (to deliver bookings and management services), legitimate interests (to respond to enquiries and run our business), consent (for marketing and non-essential cookies) and legal obligation (for tax and accounting).

5. Sharing your information

We share information only with parties needed to deliver the service, including:

• Booking platforms (Airbnb, Booking.com, VRBO and our direct booking system).
• Payment processors (we never see or store full card details).
• Cleaning, linen and maintenance contractors who need access to fulfil a stay.
• Professional advisers (accountants, lawyers, insurers).
• HMRC and other regulators where legally required.

We never sell your personal information.

6. International transfers

Some of our service providers (e.g. analytics and booking platforms) operate outside the UK. Where this happens we ensure appropriate safeguards (UK adequacy regulations or Standard Contractual Clauses) are in place.

7. How long we keep your information

We keep enquiry data for up to 24 months, booking and guest records for 7 years (to meet HMRC requirements), and landlord agreements for the duration of the contract plus 7 years.

8. Your rights

Under UK GDPR you have the right to access, correct, delete, restrict or object to our processing of your personal data, and to data portability. To exercise any of these rights, please use our contact form. You also have the right to complain to the Information Commissioner's Office (ico.org.uk).

9. Security

We use industry-standard technical and organisational measures to protect personal information, including encryption in transit, access controls and vetted suppliers.

10. Cookies

We use cookies and similar technologies as set out in our Cookie Policy.

11. Changes to this policy

We may update this policy from time to time. The "last updated" date at the top will reflect the most recent change.

12. Contact

Questions about this policy? Use our contact form or call 01473 845182.