Privacy Policy

Last Updated September 2026

Who we are and what this notice covers

Holiday at Home Limited (company registration number 06488662) is the data controller responsible for the personal information described in this notice and how it is handled. We arrange holiday property bookings and related services. This notice covers guests, prospective and booked, property owners and people who contact us through our website or other channels.

Address: The Old Coach House, Broken Brae Farm, Richmond, North Yorkshire, DL10 7EY, UK

Email: [email protected]

Phone: 01748 850333

Information we collect and where it comes from

• Contact details, such as names, email addresses, postal addresses and telephone numbers, supplied when you enquire, book, contact us or join a mailing list.
• Booking and stay-related details, required to enter into the booking contract.
• Payment information and security deposits.
• Information about property owners, such as contact details, property information, current letting status, contracts, payments and correspondence supplied when enquiring to let a property.
• Website and marketing information, such as pages visited, cookie choices, enquiries, newsletter preferences and engagement with our communications including competition entries. Website usage, IP addresses and device information are collected automatically. See our Cookie Policy for details.

We usually obtain this information from you. We may also receive booking or guest details from the person who booked for your party, a booking platform or travel intermediary, a property owner, or a service provider involved in your stay.

Where provided, we use and share details related to accessibility and medical conditions to arrange stays. We rely on legitimate interests in arranging a suitable stay.

We will limit access and sharing to what is needed to provide our services and improve your experience.

Why we use information and our lawful bases

• Processing enquiries, bookings, and payments – Contract or steps before a contract for the person booking.
• Customer service and communications – Contract.
• Accounts, legal duties, complaints, damage and security – Legal obligation where required.
• Working with owners and contractors – Contract.
• Marketing communications – Consent. You can opt out at any time.
• Website analytics and cookies – Consent. See our Cookie Policy.

Who we share information with

We share only the information needed for a particular purpose. Depending on your enquiry or booking, recipients may include the property owner; the property operations team; providers of services you request; payment and booking providers; IT, hosting, email, customer service, marketing and analytics providers; professional advisers; and regulators or public authorities where required.

If you book through another travel or booking platform, that platform also handles information under its own privacy notice. A link from our website to another service does not by itself mean we control that service’s data use.

We may share your data with trusted business partners, such as consultants and marketing partners. This is based on a legitimate interest, and we will not share your information with any other organisation for their own direct marketing purposes, without your specific consent.

Security

To protect your personal data, we do implement appropriate technical and organisational measures. This includes operating secure data networks, access controls, and encryption where appropriate.

International transfers

Some of our third-party providers are located outside the United Kingdom. Where this occurs, we ensure appropriate safeguards, such as contractual clauses, are in place to protect your personal data.

How long we keep information

We keep personal information only for as long as needed for its purpose, including to complete stays, meet legal and tax requirements, manage active customer accounts, and respect marketing preferences. This period will vary and be dependent on our contractual and legal requirements.

Marketing and cookie choices

We may use your data for marketing communications and to better understand your preferences through interaction with our website and services. We provide a way to opt out in our messages. You can ask us to stop direct marketing or object to profiling for marketing purposes at any time by using the unsubscribe link or contacting us. Stopping marketing does not stop booking or service messages that we still need to send.

Our Cookie Policy explains the cookies and similar technologies used on our website and how to change your preferences.

Your rights and how to raise a concern

You may ask for access to your personal information, correct inaccurate data, request deletion or restriction of use, or a copy to transfer elsewhere. Where we rely on consent, you may withdraw it at any time without affecting earlier use. You have the right to object to processing based on legitimate interests. Some rights are subject to exceptions.

If you are not happy with the manner in which we have used your personal information, you have the right to complain to the Information Commissioner’s Office (ICO).

Changes to this notice

We will update this notice when our use of personal information changes and show the date of the latest version. Where a change materially affects you, we will take appropriate steps to bring it to your attention before the new use begins.

If you have any questions about this policy or your personal data, please contact us at: [email protected]