Privacy Policy

Last updated: 27th November 2025

Your privacy is important to us. This Privacy Policy explains how we collect, use, disclose and protect your personal information when you visit this website or use our services, including booking a stay, submitting an enquiry or contacting us.

By using this site, you agree to the practices described here.

1. Who we are and how to contact us

The Retreat at Little Oaks (referred to as “we”, “us” or “our”) is the organisation responsible for your personal information.

• Business name: The Retreat at Little Oaks
• Address: Little Oaks, Llanover Road, Blaenavon NP4 9HU
• Email: hello@littleoaksretreat.co.uk

We are the “data controller” for the purposes of UK data protection law.

If you have any questions about this policy or how we use your data, you can contact us using the details above.

2. Information we collect

We may collect the following types of personal information.

Contact details

Name, email address, phone number and postal address.

Booking information

Dates of stay, number of guests, property or room selected, booking reference and any notes you choose to share about your stay.

Payment details

Payment card details are collected and processed securely by our payment providers, such as Stripe. We do not store full card details on our own systems.

Account information (if you create an account)

Login details, saved preferences and past booking history.

Technical data

IP address, browser type, device information, pages visited, time spent on the site and similar data collected by cookies and analytics tools.

Information from other sources

If you book through a third party platform (for example Airbnb, Vrbo, Booking.com or other booking sites), we receive your booking details and contact information from that platform so we can manage your stay. Their own privacy policies also apply.

We do not routinely collect health or medical information for Wellness services at the point of booking through this website.

3. How and why we use your information

We will only use your personal information when the law allows us to. The main reasons and lawful bases are:

To manage bookings and provide our services

• To handle enquiries, provide quotes and answer questions
• To confirm and manage your reservation and take payment
• To communicate about your stay, including arrival details or changes
• To follow up about any issues or feedback after your stay

Lawful basis: Contract (or steps taken at your request before entering into a contract).

To run and protect our business and website

• To monitor website performance and troubleshoot issues
• To keep our systems secure and protect against fraud or misuse

Lawful basis: Legitimate Interests (day to day running of our business and website and keeping things safe and secure).

To send you updates and offers

• To send you news, offers or information about our services by email where you have chosen to receive these

Lawful basis: Consent. You can withdraw your consent at any time by using the unsubscribe link in our emails or by contacting us.

To meet our legal obligations

• To keep records for tax and accounting purposes
• To respond to requests from regulators or law enforcement where we are legally required to

Lawful basis: Legal Obligation.

We do not sell your personal information.

4. Cookies and similar technologies

Our website uses cookies and similar technologies.

We use:

• Essential cookies which are needed to make the site work properly, for example to remember your cookie choices or keep you logged in.
• Optional cookies such as analytics cookies that help us understand how visitors use our site so we can improve it over time.

When you first visit our site, you will see a blue consent preferences button in the bottom left corner of the page that lets you choose which optional cookies you want to allow. You can change your choices at any time using this button or by adjusting your browser settings.

If you disable certain cookies, some parts of the site may not work as intended.

Sharing your information

We only share your information where necessary and with appropriate safeguards in place, for example:

Service providers

We use trusted third parties to help us run our business, such as:

• Booking and property management systems (for example Hostfully)
• Payment providers (for example Stripe)
• Website and IT hosting
• Accounting and bookkeeping systems (for example Xero)
• Email and marketing tools (for example Boostly CRM and Hostfully CRM)

These providers can only use your data to provide services to us and must keep it secure.

Online platforms

If you book through a third party platform (for example Airbnb, Vrbo or Booking.com), they process your data in line with their own privacy policies. We also process the data they share with us so we can manage your booking.

Legal and regulatory requirements

We may disclose your information if required to do so by law, or to protect our rights, property or the safety of our guests, neighbours and the public.

International transfers

Some of our service providers may be based outside the UK or use servers that are located outside the UK. Where this is the case, we ensure that appropriate safeguards are in place, such as approved contractual clauses, to protect your information to UK standards.

6. How long we keep your information

We keep your personal information only for as long as we reasonably need it, for example:

• Booking and invoice records: usually 6 years after the end of the tax year in which your stay took place, for tax and accounting purposes.
• General enquiries: up to 12 months after our last contact, unless you become a guest.
• Marketing contacts: until you unsubscribe or we decide to remove inactive subscribers from our list.

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

7. How we protect your data

We use a combination of technical and organisational measures to protect your information, for example:

• Secure connections (HTTPS) on our website
• Strong passwords and access controls
• Limiting access to personal data to people who need it to do their job
• Using reputable suppliers with appropriate security in place

However, no system can be completely secure and we cannot guarantee absolute security of your information.

8. Your rights

Under UK data protection law, you have the following rights in relation to your personal information:

• The right to request access to a copy of the personal information we hold about you.
• The right to request correction of any incomplete or inaccurate information.
• The right to request deletion of your information where there is no good reason for us to keep it.
• The right to object to certain types of processing, for example where we are relying on legitimate interests or using your data for direct marketing.
• The right to request restriction of how we use your information in certain circumstances.
• The right to request a copy of your data in a portable format in certain circumstances.

You also have the right to withdraw your consent to marketing at any time. This will not affect the lawfulness of any use of your data before you withdrew consent.

To exercise any of these rights, please contact us using the details in Section 1.

If you are not happy with how we have handled your personal information, you can also complain to the Information Commissioner’s Office (ICO), the UK data protection regulator:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

www.ico.org.uk

9. Children’s privacy

Our site and services are not intended for children under 18. We do not knowingly collect personal information about children. If you believe we have collected information about a child, please contact us and we will delete it.

10. Third party links

Our website may contain links to other websites. We are not responsible for the privacy practices or content of those sites. We recommend you read the privacy policies of any websites you visit.

11. Changes to this policy

We may update this Privacy Policy from time to time. When we do, we will change the “Last updated” date at the top of the page. We encourage you to check this page occasionally to stay informed about how we use your information.