How we use your information

Who is responsible

The controller is [detail to be confirmed] trading as Crown Cove House, 51 Kirkley Cliff Road, Lowestoft, Suffolk, NR33 0DF.

Contact hello@crowncovehouse.co.uk (opens in a new tab) about this notice or to exercise your data rights.

Information we use

We use the information you provide when enquiring or booking, such as your name, contact details, dates, party size, pet details, requests and correspondence. If you need a business invoice, we use the company and billing details you supply.

We keep booking, payment-status and refund records. Payments are processed by Stripe; we do not store full payment-card details on our website.

Our website and service providers may also process limited technical information needed to run and secure the service, such as IP addresses and error logs.

Please avoid sending identity documents or medical details unless there is a specific reason to do so. You can tell us the practical arrangement you need without giving us a diagnosis.

Why we use it

We use information to answer pre-booking questions, arrange and fulfil your stay, collect payment, provide arrival information and deal with changes or refunds. Our lawful basis is taking steps at your request before a contract, or performing our contract with you.

We keep records where needed to meet legal obligations, including relevant accounting requirements.

We may use necessary information for our legitimate interests in protecting the website, preventing fraud, resolving disputes and managing enquiries that do not lead to a booking. We consider the impact on your privacy and limit use to what is reasonably necessary.

Where optional technology requires consent, we ask before using it. We do not subscribe you to marketing simply because you enquire or book.

Service providers and sharing

We use selected providers to host the website and database, process payments and deliver service emails. They receive the information needed for their role. Some providers, such as payment services, also have their own legal responsibilities and privacy notices.

Our providers: [detail to be confirmed]

Our calendar connection with Airbnb shares unavailable dates using generic calendar entries. The website's exported feed does not include guest names, email addresses, telephone numbers or payment details.

If you choose to load the Google Map, your browser connects to Google. Its use of information is explained in Google's privacy policy (opens in a new tab). You can use the written address and an external directions link without loading the embedded map.

We may disclose information where required by law or reasonably needed to protect legal rights. We do not sell guest contact information.

Overseas processing

Some providers may process information outside the UK. Where required, transfers use a recognised adequacy arrangement or appropriate contractual safeguards.

Details applying to our installed services, and how to obtain information about safeguards: [detail to be confirmed]

How long we keep information

We retain information only for the purposes explained here, including applicable record-keeping requirements and the reasonable handling of disputes.

Our retention arrangements: [detail to be confirmed]

When information is no longer needed, we delete it or anonymise it. Access to guest records is restricted to those who need it.

Security cameras

There is a Ring front-doorbell camera and exterior security cameras in the owners’ areas. The rear garden cameras cover our own garden, not the guest courtyard.

Relevant camera details: [detail to be confirmed]

We explain relevant recording at the property as well as here. Camera use must match the final description and any appropriate signage.

Your choices and rights

Depending on the circumstances, you can ask to access, correct or erase your information, restrict processing, object to certain uses or receive information in a portable form. Where processing relies on consent, you can withdraw that consent without affecting earlier lawful use.

Some information may need to be retained to fulfil a booking or meet a legal obligation. We will explain if that affects a request.

Contact hello@crowncovehouse.co.uk (opens in a new tab) to make a request. You can also complain to the Information Commissioner's Office (opens in a new tab).

Cookies and changes

Read our cookies and external services notice for website choices. We will update this notice when relevant arrangements change and show the latest update date above.