Terms & Conditions

Last updated: 21 May 2026

This Privacy Policy explains how Charmstay (a trading name of Key Vision Ltd) collects, uses, shares and protects your personal data when you visit our website www.charmstay.com, make an enquiry, or book a short-let property through us.

We are committed to protecting your privacy and handling your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Key Vision Ltd (trading as Charmstay) is the data controller responsible for your personal data.

Company number: 09774269
Registered office: 46 Nova Road, CR0 2TL, United Kingdom
Email: reservation@charmstay.com
Phone / WhatsApp: +44 20 3433 1917
Website: www.charmstay.com

If you have any questions about this Privacy Policy or how we handle your data, please contact us using the details above.

2. The personal data we collect

We collect and process the following categories of personal data:

Identity data: full name, date of birth, nationality, and a copy of a government-issued ID document (e.g. passport, driving licence) provided during online check-in.
Contact data: email address, postal address, phone number.
Booking data: dates of stay, property booked, number of guests, names of additional guests in your party, special requests, and any notes you provide.
Payment data: card details and billing information, processed securely by our payment provider (we do not store full card numbers on our systems).
Communications data: messages you send us by email, WhatsApp, phone or through our booking portal.
Technical data: IP address, browser type, device information and basic website usage data, collected automatically when you visit our website.

3. How we collect your data

We collect personal data:

directly from you when you make a booking or enquiry, complete online check-in, contact us, or sign up to our marketing list;
automatically when you use our website, through strictly necessary cookies and similar technologies; and
from third parties, including booking platforms (such as Airbnb, Booking.com, Vrbo or Expedia) when you book one of our properties through them, and our identity verification provider.

4. How and why we use your data

We use your personal data for the following purposes and on the following lawful bases under UK GDPR:

To take and manage your booking — including communicating with you, providing check-in instructions and access to the property, and handling your stay.
Lawful basis: performance of a contract.
To verify your identity before arrival, in line with our security and risk-management practices.
Lawful basis: legitimate interests (preventing fraud and protecting property).
To process payments, refunds and any damage charges through our payment provider.
Lawful basis: performance of a contract.
To respond to your enquiries and provide customer support. Lawful basis: performance of a contract / legitimate interests.
To send you marketing communications about Charmstay, special offers and similar services — only where you have given us your explicit opt-in consent.
Lawful basis: consent.
To comply with our legal obligations, including tax, accounting, anti-fraud and any law-enforcement requests.
Lawful basis: legal obligation.
To keep our website secure and improve it, including basic analytics on visits and page performance.
Lawful basis: legitimate interests.

5. Who we share your data with

We only share your personal data with trusted third parties who help us provide our services. These include:

Property owners whose property you have booked — we share what is necessary for them to know about your stay (such as your name and arrival information).
Cloudbeds — our property management and booking system, which also handles secure payment processing on our behalf.
Stripe — the payment processor used by Cloudbeds to process card transactions securely.
Our identity verification provider, who carries out online check-in and ID verification.
Booking platforms (OTAs) such as Airbnb, Booking.com, Vrbo or Expedia, where your booking originated from or is synchronised with these platforms.
Professional advisers (such as accountants, lawyers and insurers) where reasonably necessary.
Public authorities and law enforcement, where required by law.

We do not sell your personal data to third parties.

6. International transfers

Some of our service providers may store or process personal data outside the United Kingdom. Where this happens, we ensure that appropriate safeguards are in place — such as the UK's International Data Transfer Agreement, the EU Standard Contractual Clauses (with the UK Addendum), or transfers to countries that the UK Government recognises as providing an adequate level of data protection.

7. How long we keep your data

We keep your personal data only for as long as is necessary for the purposes set out in this Policy, and to comply with our legal and regulatory obligations.

Booking and guest data: typically retained for up to 7 years after your stay, to comply with UK accounting and tax requirements.
ID verification records: retained only for as long as needed to verify your stay and comply with risk-management requirements.
Marketing data: retained until you unsubscribe or withdraw your consent.
Website and technical data: retained for a short period for security and analytics purposes.

When personal data is no longer required, we securely delete or anonymise it.

8. Cookies

Our website uses only strictly necessary cookies that are required for the site and booking process to function properly — for example, to remember your booking session and keep the site secure.

These cookies do not track you for marketing purposes and do not require your consent under UK law.

If we add any analytics, marketing or other non-essential cookies in the future, we will update this Policy and ask for your consent before using them.

9. Marketing communications

We will only send you marketing emails about Charmstay where you have ticked the relevant opt-in box or otherwise given us your explicit consent.

You can withdraw your consent at any time by:

clicking the "unsubscribe" link at the bottom of any marketing email; or
emailing us at reservation@charmstay.com.

Withdrawing consent does not affect transactional communications related to your booking (such as confirmations, check-in instructions and receipts), which we will continue to send you as part of providing our services.

10. Your rights

Under UK GDPR, you have the following rights in relation to your personal data:

Access — request a copy of the personal data we hold about you.
Rectification — ask us to correct inaccurate or incomplete data.
Erasure — ask us to delete your data, where there is no good reason for us to continue processing it.
Restriction — ask us to suspend the processing of your data in certain circumstances.
Objection — object to our processing of your data where we rely on legitimate interests.
Portability — ask to receive your data in a structured, commonly used and machine-readable format.
Withdraw consent — where we rely on consent (for example, marketing), you can withdraw it at any time.

To exercise any of these rights, please contact us at reservation@charmstay.com. We will respond within one month.

11. How we keep your data secure

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, alteration or disclosure. These include secure systems for storing data, restricted access on a need-to-know basis, and the use of reputable third-party providers (such as Cloudbeds and Stripe) that maintain industry-standard security practices.

No method of transmission over the internet is 100% secure, but we work hard to protect your data and to address any security incidents promptly.

12. Children's data

Our website and services are not directed at children. We do not knowingly collect personal data from anyone under the age of 18 as the lead guest. Children may be included as additional guests in a booking made by a responsible adult.

13. Changes to this Policy

We may update this Privacy Policy from time to time. The most current version will always be available on our website and is dated at the top of this page. We encourage you to review this Policy periodically.

14. Complaints

If you have any concerns about how we handle your personal data, please contact us first at reservation@charmstay.com so that we can try to resolve them.

You also have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK's independent supervisory authority for data protection:

Website: www.ico.org.uk
Helpline: 0303 123 1113