Privacy Notice

Who we are

The data controller is Tachbrook London Limited, trading as The Tachbrook. You can contact us at hello@thetachbrook.com.

Information we collect

Depending on how you interact with us, we may collect your name, email address, phone number, booking details, stay dates, guest numbers, payment status, messages, special requests, access-code information, reviews, feedback, website enquiry details, and technical information about website visits.

If you stay with us, we may also process operational information needed to run the property safely, such as housekeeping notes, maintenance requests, room readiness, and records connected with smart locks or security systems.

How we use your information

• To respond to enquiries and manage bookings.
• To provide check-in details, access codes, house information, and guest support.
• To take payments, deposits, refunds, and related accounting records.
• To manage cleaning, maintenance, safety, security, and guest issues.
• To request and display reviews where you choose to leave one publicly.
• To improve our guest communications, website, and services.
• To comply with legal, tax, accounting, safety, fraud-prevention, and dispute obligations.

Legal bases

We use personal information where it is needed to perform or prepare a booking contract, where we have a legitimate interest in running and improving our accommodation business, where we need to comply with law, or where you have given consent, such as for optional public reviews.

Who we share information with

We use trusted service providers where necessary to run the business. These may include booking platforms such as Airbnb, Booking.com and Vrbo; Host Tools for reservations and guest messaging; Stripe for payments; Google services, including email, productivity tools, maps, fonts, and Gemini-assisted drafting or translation where enabled; email and notification providers; website hosting and analytics providers; cleaning, maintenance and property operations providers; accountants, insurers, banks, professional advisers, and regulators where required.

PriceLabs may receive listing, availability, occupancy, and pricing information for revenue management. We do not intentionally send guest identity or guest contact details to PriceLabs.

AI-assisted tools

We may use AI-assisted tools to help draft replies, translate guest messages, summarise operational issues, or prepare internal task suggestions. A person remains responsible for guest communications and operations. We only use these tools for business purposes connected with running your stay.

Payments

Card payments are handled by Stripe. We do not store full card numbers on our systems. Stripe processes payment data under its own security and compliance arrangements.

Reviews and feedback

If you leave a public review through our direct review form, we may display your first name, rating, review text, stay month, and property/listing. Private feedback is used internally and is not shown publicly.

Security and CCTV

We use reasonable technical and organisational measures to protect personal information. Where CCTV, video doorbells, or similar security systems are used, they are for safety, access control, crime prevention, and property protection. We do not place cameras inside private bedrooms or bathrooms.

How long we keep information

We keep information only as long as needed for the purpose collected, including guest service, tax and accounting, legal claims, fraud prevention, safety, and business record needs. Booking and accounting records are usually kept for up to seven years. Guest messages and operational notes may be kept while useful for guest support, dispute handling, service improvement, or legal records, then deleted or anonymised when no longer needed.

International transfers

Some providers may process information outside the UK. Where this happens, we rely on appropriate safeguards, such as UK-approved transfer terms, adequacy arrangements, or provider compliance measures.

Your rights

You may ask to access, correct, delete, restrict, or object to our use of your personal information. You may also withdraw consent where processing is based on consent. To make a request, email hello@thetachbrook.com.

You can complain to the Information Commissioner's Office at ico.org.uk, but we would appreciate the chance to help first.

Cookies

Our cookie and storage choices are explained in our Cookie Policy.