Privacy Policy

Francha Stays | Operated by Francha Limited

Last updated: 10 October 2026

At Francha Stays, we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and protect your personal data when you visit our website, make a booking, contact us or stay at one of our properties.

We process personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Francha Stays is operated by Francha Limited, a company registered in England and Wales.

Company Name: Francha Limited

Company Registration Number: 16508549

Trading Name: Francha Stays

Website: www.franchastays.co.uk

For data protection purposes, Francha Limited is the data controller responsible for personal information collected and processed in connection with our accommodation services.

2. Information We Collect

When you make a booking, contact us or use our services, we may collect the following personal information:

• Full name and contact details, including email address and telephone number.
• Billing address and payment information.
• Booking details, including arrival and departure dates.
• Names and numbers of guests included in a reservation.
• Identification documents where required for guest verification.
• Communications relating to your booking or stay.
• Information about special requests or accommodation preferences.
• Information relating to damage, security incidents or breaches of our booking terms.
• Website usage information, including IP addresses and cookies where applicable.

We only collect information that is reasonably necessary to provide our services, fulfil legal obligations or protect our legitimate business interests.

3. How We Use Your Information

We use personal information to:

• Process and manage accommodation bookings.
• Communicate booking confirmations, check-in instructions and important stay information.
• Process payments, security deposits and refunds.
• Verify guest identities and help prevent fraud.
• Respond to enquiries and provide customer support.
• Arrange cleaning, maintenance and other accommodation services.
• Investigate property damage, security incidents or breaches of our Terms & Conditions.
• Maintain financial records and comply with legal obligations.
• Improve our website, accommodation and guest experience.
• Send marketing communications where permitted by law.

We do not sell your personal information to third parties.

4. Our Legal Basis for Processing Data

Under UK GDPR, we rely on the following lawful bases for processing personal information:

Contractual necessity

To manage bookings, process payments, provide accommodation and communicate essential information relating to your stay.

Legal obligations

To comply with applicable tax, accounting, regulatory and other legal requirements.

Legitimate interests

To protect our properties, prevent fraud, maintain security, investigate incidents and improve our services, provided these interests do not override your rights.

Consent

Where consent is required, such as for certain marketing communications or non-essential website cookies.

You may withdraw consent at any time where consent is the lawful basis for processing.

5. Booking & Payment Providers

We use trusted third-party service providers to manage our accommodation business.

These may include:

Smoobu

Our property management and booking system, used to manage reservations, availability and guest communications.

Stripe

Our secure payment processing provider, used to process direct booking payments, refunds and card authorisations.

ChargeAutomation

Used to manage guest verification, security deposits, payment authorisations and pre-arrival processes.

Third-party booking platforms

Where reservations are made through Airbnb, Booking.com, Vrbo or other booking platforms, relevant booking information may be shared with us to manage your stay.

These providers process information in accordance with their own applicable privacy policies and contractual data protection obligations.

We do not intentionally store full payment card details on our website.

6. Guest Identity Verification

To protect our properties, guests and neighbouring residents, we may require identity verification before check-in.

This may involve collecting or processing:

• Full name and contact details.
• Government-issued photographic identification.
• Booking and payment verification information.

Verification may be managed through authorised third-party providers.

Information is used for legitimate security, fraud prevention and booking management purposes and is retained only for as long as reasonably necessary.

7. Security Deposits & Damage Claims

Where a security deposit or card authorisation is required, relevant information may be processed to:

• Secure the booking.
• Authorise or release deposit amounts.
• Recover reasonable charges arising from damage or breaches of booking terms.
• Investigate and resolve disputes.

Evidence relating to damage or incidents may include photographs, contractor invoices, written reports or relevant security records.

8. CCTV & Property Security

Some Francha Stays properties may use external CCTV to help protect guests, properties and neighbouring residents.

CCTV may cover entrances, driveways and other external areas.

We do not install recording equipment inside guest accommodation.

CCTV recordings may be used to investigate security incidents, unauthorised gatherings, property damage or suspected unlawful activity.

Access to recordings is restricted to authorised persons and recordings are retained only for an appropriate period, unless required for an ongoing investigation or legal matter.

9. Cookies & Website Analytics

Our website may use cookies and similar technologies to support website functionality, improve performance and understand how visitors interact with our website.

These may include:

• Essential cookies required for website operation and booking functionality.
• Analytics cookies used to understand website performance.
• Other optional cookies used for marketing or website improvements, where enabled.

Where required by law, we will request your consent before placing non-essential cookies.

You can manage cookies through your browser settings and any cookie preference controls available on our website.

10. Marketing Communications

We may occasionally contact guests with information about special offers, accommodation availability or services that may be of interest.

Marketing communications will only be sent where permitted by applicable law.

You can opt out of marketing emails at any time by using the unsubscribe option provided or contacting us directly.

Opting out of marketing will not affect essential communications relating to an existing booking.

11. Sharing Your Personal Information

We may share relevant personal information with trusted third parties where necessary to operate our business.

These may include:

• Booking and payment service providers.
• Guest identity verification providers.
• Cleaning and maintenance contractors where necessary.
• Professional advisers, including accountants and legal representatives.
• Insurance providers where relevant to a claim.
• Law enforcement or regulatory authorities where legally required or otherwise permitted by law.

We only share information necessary for the relevant purpose and take reasonable steps to ensure appropriate data protection safeguards are in place.

12. International Data Transfers

Some service providers may process or store information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that transfers comply with UK data protection legislation, including using recognised adequacy arrangements or approved contractual safeguards where required.

13. How Long We Keep Your Information

We retain personal information only for as long as necessary for the purposes for which it was collected.

Retention periods depend on the type of information and applicable legal requirements.

For example:

• Booking and financial records may be retained for up to six years or longer where legally required.
• Guest communications may be retained where necessary for customer service or dispute resolution.
• Identity verification information is retained only for an appropriate period based on the purpose and applicable requirements.
• CCTV recordings are retained for a limited period unless required for an investigation or legal proceedings.

When information is no longer required, we take reasonable steps to delete or securely dispose of it.

14. How We Protect Your Information

We take reasonable technical and organisational measures to protect personal information against unauthorised access, misuse, loss or disclosure.

These include using secure booking and payment providers, limiting access to authorised persons and taking appropriate precautions when handling guest information.

Although we take data security seriously, no online system can guarantee absolute security.

15. Your Data Protection Rights

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

• Request access to personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your personal information in certain circumstances.
• Request restriction of how your information is processed.
• Object to certain processing activities.
• Request transfer of your personal information where applicable.
• Withdraw consent where processing relies on consent.

These rights are subject to applicable legal conditions and exceptions.

To exercise your rights, please contact us using the details below.

We will respond within the timeframes required by applicable data protection legislation.

16. Complaints

If you have concerns about how we handle your personal information, please contact us first so we can investigate.

You also have the right to complain to the UK's independent data protection regulator:

Information Commissioner's Office (ICO)

Website: www.ico.org.uk

17. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our services, technology or legal requirements.

The latest version will be published on our website with an updated revision date.

18. Contact Us

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

Francha Stays

Operated by Francha Limited

Company Registration Number: 16508549

Website: www.franchastays.co.uk

Email: hello@franchastys.co.uk

Your privacy matters to us. Thank you for trusting Francha Stays with your personal information.