Legal
Otterly Booked Privacy Policy
This policy explains what personal information Otterly Booked Limited collects, why we collect it, and the choices you have. Otterly Booked Limited is a company registered in England and Wales (company number 17285025) with its registered office at 124-128 City Road, London, EC1V 2NX, England (“we”, “us”). We are the data controller for the information described here. You can reach us about anything in this policy at alex@otterlybooked.com.
1.Who this policy covers
It covers three groups of people: visitors to this website, people at hotels we contact about our service, and people at hotels that are our clients.
2.Information we collect from website visitors
Our website has no user accounts and we do not run our own analytics or tracking. We receive personal information from you only when you choose to give it to us:
- Booking a call. If you book a call through the Calendly widget, Calendly collects your name, email address and anything else you enter, and shares it with us so we can hold the call.
- Sign-up forms. If you sign up for pricing alerts or similar through one of our forms (provided by Tally), we receive the details you enter, usually your name and email address.
- Email. If you email us, we keep the correspondence.
3.Information about hotels we contact
We introduce our service to independent hotels by email and phone. To do that, we collect publicly available business contact information: the hotel's name and details, and the name, role and business contact details of the people who run it, taken from sources such as the hotel's own website and public directories. We check email addresses with a verification service before writing to reduce misdirected mail.
We rely on our legitimate interest in introducing a relevant business service to hotel businesses. Every message we send tells you who we are and how to opt out. If you ask us to stop, we stop: we keep your address on a suppression list so that we never contact you again.
We do not usually record calls. If a call is ever recorded or transcribed, we will say so at the start of the call, and we use the recording only for notes and follow-up.
4.Information about our clients
If your hotel becomes a client, we hold the contact details of the people we work with, billing information, correspondence, and the commercial information we need to run your pricing. Card and bank details are collected and held by our payment provider, Stripe; we never see or store full card numbers. We process client information to perform our contract with you and to meet legal obligations such as accounting rules.
Access to your hotel systems, and your guests' data. To run your pricing, you give us access to your property management system, channel manager and connected booking platforms. We use that access only to read and update rates and availability, and to record booking-level trading data: dates, room types, rate plans, volumes and prices. We sign in using the access route you set up for us, including two-factor authentication where your systems require it. Working in those systems can mean guest details are visible on screen; where a system allows it, we ask for access that excludes them. We never download, export, copy, store or make any other use of information about your guests. Where we see guest information incidentally, we handle it as your processor under our agreement with you: it stays in your systems, under your control, and your hotel remains the data controller for it.
5.Market data
As part of the service we collect published room rates and availability from hotel and travel websites. This is business information about properties, not information about individuals, although for very small properties it can incidentally include an owner's name where they publish it themselves.
6.Who we share information with
We never sell personal information. We share it only with the service providers we use to run the business, who process it on our instructions:
- Google (Google Workspace and Gmail), for email and documents
- Stripe, for payments and invoicing
- Calendly, for call scheduling
- Tally, for sign-up forms
- Kickbox, for email address verification
- AI tools that help us run the business (such as Anthropic's Claude), acting on our instructions
- Our website and database hosting providers
Each provider receives only what it needs for the purpose shown, and none of them receives any information about our clients' guests. Some of these providers process data outside the UK. Where they do, the transfer is protected by UK adequacy regulations or approved standard contractual clauses. We may also disclose information where the law requires it.
7.Cookies
We do not set our own analytics or advertising cookies. The embedded tools on this site (Calendly for bookings and Tally for forms) may set their own cookies when you use them, as described in their own privacy policies.
8.How long we keep information
We keep prospect contact details only while our service is likely to be relevant to the hotel, and we remove details that turn out to be inaccurate or out of date. Suppression list entries are kept indefinitely so opt-outs are honoured. Client records are kept for the duration of our relationship and then for up to six years to meet tax and legal requirements. Website enquiry details are kept only as long as the conversation is live, plus a reasonable period afterwards.
9.Your rights
Under UK data protection law you can ask us for a copy of the information we hold about you, ask us to correct or delete it, object to our use of it (including for marketing), and ask us to restrict what we do with it. Email alex@otterlybooked.com and we will respond within one month. You can also complain to the Information Commissioner's Office at ico.org.uk, although we would appreciate the chance to resolve any concern first.
10.Changes to this policy
If we change this policy we will publish the new version on this page with an updated date. If a change materially affects our clients, we will email them before it takes effect.
Questions? Email alex@otterlybooked.com with anything about this policy and we will reply.