Privacy Statement

Last reviewed: 17 August 2026

This Privacy Statement explains how Greenstone Lodge collects, uses and protects personal information when you use our website, make an enquiry, make a booking, stay with us, or contact us.

We aim to handle personal information clearly, carefully and responsibly.

Who we are

This website is operated by Greenstone Lodge.

Greenstone Lodge is operated as a partnership.

For privacy questions or data protection complaints, please contact:

Hayley Down
Email: hayley@greenstonelodge.co.uk

Greenstone Lodge has confirmed that it is registered with the Information Commissioner’s Office.

ICO registration reference: ZB784345
Renewal date: 9 October 2026

For the purposes of data protection law, Greenstone Lodge is the data controller for the personal information we collect and use directly.

What personal information we collect

Depending on how you contact us, book with us or stay at Greenstone Lodge, we may collect and use:

• your name;
• your email address;
• your phone number;
• booking dates and stay details;
• whether a room is booked as a double or twin;
• payment amount;
• dietary, allergy or food preference information, where volunteered;
• accessibility, mobility or special requirement information, where volunteered;
• correspondence with you by email, phone or other messaging routes;
• review details displayed through review platforms;
• guest-tagged images on social media, where used;
• website usage information, where cookies or website tools are used.

We do not intentionally collect more personal information than we need.

How we collect personal information

We may collect personal information when you:

• contact us directly by email or phone;
• contact us through the website;
• contact us through WhatsApp, SMS, Facebook Messenger, Instagram messages or another messaging platform;
• make a booking through Freetobook;
• provide dietary, allergy, accessibility or special requirement information;
• leave a review on a review platform;
• tag Greenstone Lodge in a social media image;
• stay at Greenstone Lodge;
• use our website.

How we use your personal information

We use personal information to:

• respond to enquiries;
• discuss potential bookings;
• manage and confirm bookings;
• communicate with guests before, during and after a stay;
• process booking payments through Freetobook / Stripe;
• keep booking and guest records where needed;
• record dietary, allergy or special requirement information where volunteered;
• prepare appropriately for a guest’s stay;
• display reviews from review platforms;
• share social media content where appropriate;
• respond to privacy questions or complaints;
• maintain website security and performance;
• understand how visitors use the website.

Our lawful bases for using personal information

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

These may include:

Contract
We use personal information where it is needed to respond to booking requests, manage bookings, process payments, provide accommodation and communicate with guests about their stay.

Legitimate interests
We may use personal information where it is reasonably necessary for running the business, responding to enquiries, keeping booking records, preparing for guest stays, using review platform content, and maintaining the website.

Legal obligation
We may need to keep certain information for legal, regulatory, tax, accounting or insurance purposes.

Consent
Where required, we rely on consent for non-essential cookies, marketing activity if introduced in future, and optional use of identifiable guest images.

Guest enquiries and correspondence

Guests may contact Greenstone Lodge directly by email, phone, through the website, or through messaging platforms if the guest has contacted Greenstone Lodge that way first.

Greenstone Lodge may keep guest enquiry emails where further correspondence is expected. Enquiries from people who do not book are usually kept only until the potential booking discussion has finished, usually less than a couple of days.

The guest enquiry inbox is accessed by Hayley Down and business partner Chris Foster.

Where messages are exchanged through WhatsApp, SMS, Facebook Messenger, Instagram messages or another platform, these are generally kept only for as long as the discussion is active, usually less than a couple of days.

Freetobook bookings and booking records

Bookings through Freetobook are confirmed fully online.

Greenstone Lodge does not take manual bookings by email or phone and does not receive bookings through Airbnb, Booking.com, Expedia, Tripadvisor, VRBO or other third-party booking platforms.

Confirmed booking records are stored in the Freetobook system.

Greenstone Lodge has advised that it does not know how far back Freetobook booking records are retained. Guests should refer to Freetobook’s own privacy information for details about how Freetobook processes and retains booking information within its system.

Greenstone Lodge keeps a separate accounts spreadsheet, but this only records whether the booking was for a double or twin room and the amount paid. It does not contain guest names or other guest details.

Payments

Greenstone Lodge takes the full booking cost at the point of booking through Freetobook / Stripe.

Greenstone Lodge does not collect or store full card/payment details directly.

Greenstone Lodge has confirmed that payment records are not separately stored in email, bank statements, spreadsheets, accounting software or elsewhere, other than the limited accounts spreadsheet described above.

Greenstone Lodge does not use an accountant or accounting software that receives guest/payment information.

Guest records and paper diary

Greenstone Lodge keeps a manual paper diary outside Freetobook.

The paper diary may include:

• guest name;
• stay dates;
• dietary and allergy information;
• special requirements.

The diary is stored in the office and is kept for around two years.

Access is limited to Hayley Down and Chris Foster.

Dietary, allergy and special requirement information

Greenstone Lodge may collect dietary, allergy or food preference information where guests provide this voluntarily.

Greenstone Lodge may also collect accessibility, mobility or other special requirement information where a guest volunteers it.

This information may be stored in the guest’s Freetobook comments section if the guest has filled it in, and/or in the paper diary.

The paper diary is kept for around two years.

Marketing and Preferred Guest list

Greenstone Lodge has confirmed that it does not currently send marketing emails, offers or newsletters.

Greenstone Lodge does not manually add past guests to a mailing list and does not upload guest lists to Facebook/Meta, Google Ads or any advertising platform.

If marketing emails, offers, newsletters or a Preferred Guest list are introduced in future, this Privacy Statement should be updated and a clear opt-in and unsubscribe process should be put in place.

Reviews and guest comments

Reviews and guest comments used on the website are displayed through Repuso and come from platforms such as Tripadvisor and Google.

Greenstone Lodge does not use reviews from private emails or guest books.

Reviews are displayed using platform usernames.

Greenstone Lodge will remove or anonymise a review if a guest asks.

Guest photos and videos

Greenstone Lodge may use identifiable guest photos or videos on social media where guests have tagged Greenstone Lodge.

Greenstone Lodge has confirmed that guest images do not include children.

Guests may send or tag photos for possible use through social media.

Where an identifiable guest image is used, Greenstone Lodge should only use images where it is appropriate to do so and where the guest has clearly chosen to tag, share or permit the use of the image.

Sharing guest information

Greenstone Lodge has confirmed that it does not share guest information with cleaners, housekeepers, maintenance people, accountants, local suppliers, activity providers, luggage transfer providers, taxi/transport providers or other third parties.

If this changes in future, this Privacy Statement should be updated.

CCTV, Wi-Fi and on-site information

Greenstone Lodge does not have CCTV at the property.

Guest Wi-Fi is provided. Greenstone Lodge understands that guests simply enter the Wi-Fi password to log on, and that the Wi-Fi/router/provider does not collect guest names, email addresses, device details or usage logs.

Greenstone Lodge does not collect vehicle registrations.

Cookies and website tools

The website may use cookies and similar technologies.

Some cookies are necessary for the website to work properly. Others may support website features such as booking links, review displays, maps, security tools, spam protection, analytics or embedded content.

Where required, non-essential cookies should only be used with your consent.

Please see our Cookie Policy for more information about cookies and how to manage your choices.

How long we keep personal information

We only keep personal information for as long as reasonably needed.

As a general guide:

• Guest enquiry emails from people who do not book are usually kept only while the potential booking is being discussed, usually less than a couple of days.
• Messages through WhatsApp, SMS, Facebook Messenger, Instagram messages or similar platforms are usually kept only while the discussion is active, usually less than a couple of days.
• Confirmed booking records are held within Freetobook. Greenstone Lodge has not confirmed how far back Freetobook records are retained.
• The paper diary is kept for around two years.
• Dietary, allergy and special requirement information in the paper diary is kept for around two years.
• Review platform content may remain visible unless removed or anonymised.
• Website analytics/cookie data, where used, is retained according to the settings used by the relevant website tool.

When personal information is no longer needed, we will delete it, securely dispose of it, or anonymise it where appropriate.

How we protect personal information

We take reasonable steps to protect personal information from loss, misuse, unauthorised access or disclosure.

This includes limiting access to guest enquiries and the paper diary, not collecting or storing full card/payment details directly, using Freetobook / Stripe for online booking payments, and avoiding unnecessary sharing of guest information.

Your data protection rights

Depending on the circumstances, you may have rights over your personal information, including the right to:

• be informed about how your personal information is used;
• ask for a copy of personal information held about you;
• ask for inaccurate information to be corrected;
• ask for information to be deleted in certain circumstances;
• ask us to restrict how we use your information;
• object to certain uses of your information;
• withdraw consent where we rely on consent;
• ask for your information to be transferred in certain circumstances;
• complain about how your information has been handled.

To make a request, please contact:

hayley@greenstonelodge.co.uk

We may need to confirm your identity before responding to a request.

Privacy questions and complaints

If you have any questions or concerns about how your personal information is handled, please contact:

Hayley Down
Email: hayley@greenstonelodge.co.uk

If you make a data protection complaint, we will acknowledge it within 30 days, look into the issue, keep you informed where appropriate, and provide an outcome without undue delay.

You also have the right to raise a concern with the Information Commissioner’s Office.

Changes to this Privacy Statement

We may update this Privacy Statement from time to time if our website, booking process, payment methods, business practices, guest data handling, cookies, marketing activity, review tools or legal requirements change.

The latest version will be published on this website.