Privacy policy

Hosted by Oak is a trading name of Oak Properties & Investments Limited, a company registered in England and Wales (company number 17337337). Our registered office is 23 Cranbrook Lane, London, N11 1PH.

We are the data controller for the personal information described in this policy, which means we decide how and why it is used. You can contact us about anything in this policy at stay@oak-properties.com or on 07435 737535.

When you book or stay with us

• Your name, email address, phone number and home address
• Booking details: dates, number of guests, the home you're staying in and the reason for your stay where you tell us (for example work or relocation)
• Payment details, which are handled by Stripe, our payment provider – we don't see or store your full card number
• Identity checks where we need them to confirm who is staying, such as a photo ID or a check carried out by the booking platform
• Messages you send us by email, phone, text or WhatsApp
• Anything else you choose to tell us, such as accessibility needs, arrival times or a vehicle registration for parking

When you book for someone else or for a company

• Your name, job title, company name and contact details
• Invoicing details for your company
• The name and contact details of the person staying

When you use our website

• Details you enter in our enquiry or notify me forms
• Basic technical information, such as your browser type and the pages you visit, collected through our website analytics (see section 6)

When you stay at one of our homes

• Records of any damage, complaints or incidents during your stay

We don't use cameras inside our homes.

UK data protection law says we need a lawful reason to use your information. Here's what we use it for and why.

• Taking and managing your booking, sending check in details and looking after you during your stay – to carry out our contract with you.
• Taking payment and issuing invoices or receipts – to carry out our contract with you.
• Keeping financial and tax records – because the law requires it.
• Checking who is staying, preventing fraud and protecting our homes and neighbours – our legitimate interests.
• Dealing with damage, complaints, disputes or insurance claims – our legitimate interests.
• Replying to enquiries before you book – our legitimate interests, or steps you've asked us to take before a booking.
• Telling you about new homes or offers when you've signed up to hear from us – your consent. You can unsubscribe at any time.
• Understanding how our website is used so we can improve it – our legitimate interests for basic, anonymous visit measurement, and your consent for click measurement where we ask for it.

Where we rely on legitimate interests, we've weighed our needs against your rights and only use what's reasonable and expected. We don't use your information for automated decision making.

We only share what each person or company needs to do their job, and we never sell your information.

• Booking platforms such as Airbnb and Booking.com, if you book through them. They have their own privacy policies and use your information as their own controllers.
• Our booking and property management system (Hostaway), which runs our direct booking site, calendar and guest messages.
• Stripe, our payment provider, which processes card payments securely through Hostaway.
• Cleaners, maintenance contractors and trades who look after the home, given only what they need, such as your stay dates or access arrangements.
• The owner of the home you stay in, who may receive booking and income reports, and details of any damage or incident.
• Our accountants, insurers and professional advisers, where needed for our records, claims or legal advice.
• Email, messaging and website services we use to run the business, such as Google Workspace and WhatsApp.
• The police, local authorities or other bodies where the law requires it, or to protect someone's safety or our homes.

Some of these providers may store information outside the UK. Where they do, we make sure suitable protections are in place, such as UK approved contract terms.

• Booking, payment and invoice records – 6 years after the end of the tax year they relate to, as required for tax purposes.
• Guest messages and stay records – 2 years after your stay, or longer if there's an open complaint, claim or dispute.
• Identity check details – deleted once your stay has ended, unless needed for a claim or dispute.
• Enquiries that don't lead to a booking – 12 months.
• Mailing list details – until you unsubscribe.

When we no longer need your information, we delete it or make it anonymous.

Cookies are small files stored on your device when you visit a website.

• Essential cookies keep the site and the booking process working, such as remembering your dates while you book. These don't need your consent.
• Our cookie banner saves your analytics choice in your browser for up to 12 months so we can remember it between visits.

We use Lovable's visitor analytics to understand how the site is used. It uses no cookies, stores nothing on your device for analytics, doesn't keep IP addresses and doesn't identify visitors. It records the pages visited, where visitors came from, their country, browser, operating system and device type, how long they stay, how fast pages load, errors and clicks. Lovable collects this data for us. Lovable's privacy policy explains how it handles it.

For visitors in the EU/EEA, the UK, Switzerland and Canada, and visitors whose country cannot be found, clicks are recorded only after they accept analytics through our cookie banner. For everyone else, clicks are recorded unless their browser sends Global Privacy Control. Clicks are never recorded for visitors whose browser sends Global Privacy Control, even after they accept. Your choice is saved in your browser for up to 12 months.

Page visits, time on page, page speed and errors are recorded for every visitor, without cookies and without identifying anyone. Detailed analytics data is kept for 90 days and daily summaries for a year.

You can change your analytics choice at any time through the cookie settings link in our footer. You can also block or delete cookies in your browser settings, although parts of the booking process may not work without essential cookies.

Under UK data protection law, you have the right to:

• ask for a copy of the information we hold about you
• ask us to correct anything that's wrong or incomplete
• ask us to delete your information, where we don't need to keep it
• ask us to limit how we use your information
• object to us using your information based on legitimate interests
• ask us to transfer your information to you or another organisation
• withdraw your consent at any time, where we rely on it – for example, by unsubscribing from emails

To use any of these rights, email stay@oak-properties.com. We'll reply within one month, and there's usually no charge.

If you have a question or concern about how we use your information, contact us first at stay@oak-properties.com or on 07435 737535, and we'll do our best to put it right.

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated at the top.