Our Policies

Privacy Policy

Last reviewed: 4 August 2026

This Privacy Policy explains how East Trewent Farm collects, uses and protects personal information when you use our website, make an enquiry, make a booking, stay with us, or contact us.

We aim to handle personal information clearly, carefully and responsibly.

Who we are

This website is operated by East Trewent Farm.

East Trewent Farm is operated as a partnership.

For privacy questions or data protection complaints, please contact:

Rebecca Alderwick, Co-owner
Email: info@easttrewentfarm.co.uk

East Trewent Farm is registered with the Information Commissioner’s Office under registration reference ZC208711.

For the purposes of data protection law, East Trewent Farm is the data controller for the personal information we collect and use directly.

What personal information we collect

Depending on how you contact us or book with us, we may collect and use:

• Your name
• Your email address
• Your phone number
• Your address, where provided
• Your enquiry details
• Booking dates and stay details
• Details of the property booked
• Payment status
• Dog/pet information, where relevant
• Special requests or information you choose to provide
• Guest correspondence
• Review or feedback information
• Website usage information, where cookies or analytics tools are used

We do not intentionally collect more personal information than we need.

How we collect personal information

We may collect personal information when you:

• Contact us by email or phone
• Contact us through the website or booking route
• Contact us by WhatsApp, SMS, Facebook Messenger, Instagram or similar messaging platforms
• Make a booking through Innstyle
• Make a manual booking by email or phone
• Book through Airbnb
• Make a payment
• Stay at East Trewent Farm
• Leave a review or guest comment
• Use our website

How we use your personal information

We use personal information to:

• Respond to enquiries
• Provide information about East Trewent Farm
• Manage and confirm bookings
• Communicate with guests before, during and after a stay
• Record booking details
• Manage payments and payment records
• Keep appropriate business and accounting records
• Manage dog-friendly bookings where relevant
• Respond to reviews, questions, complaints or privacy requests
• Maintain and improve the website

Our lawful bases for using personal information

We only use personal information where we have a lawful basis to do so.

These may include:

Contract
We use personal information where it is needed to respond to booking requests, manage bookings and provide accommodation.

Legitimate interests
We may use personal information where it is reasonably necessary for running the business, responding to enquiries, managing guest communication, keeping appropriate records, using reviews, and maintaining the website.

Legal obligation
We may need to keep certain information for accounting, tax, legal, insurance or regulatory purposes.

Consent
Where required, we rely on consent for optional activities such as non-essential cookies or analytics cookies.

Guest enquiries and correspondence

Guests may contact us directly by email or phone, as well as through the website or booking route.

We use enquiry information to respond to the guest and provide information about availability, bookings and stays.

Guest enquiry emails may be kept in our inbox. Enquiries from people who do not book are usually kept for between 1 and 6 months, depending on inbox housekeeping. Access to the email inbox used for guest enquiries is limited.

Guests may occasionally contact us by WhatsApp, SMS, Facebook Messenger, Instagram or similar messaging platforms. These messages are only used to respond to the enquiry or manage guest communication. We recommend reviewing and deleting old messages periodically when they are no longer needed.

Bookings

Bookings are managed through Innstyle.

Bookings through Innstyle are manually confirmed.

We may also take bookings manually by email or phone.

We also receive bookings through Airbnb. If you book through Airbnb, your personal information will also be processed by Airbnb in line with Airbnb’s own privacy information and terms.

Booking details may be stored in Innstyle and relevant booking/payment details may also be copied into our accounting system.

Confirmed booking records are currently stored in Innstyle. East Trewent Farm does not currently routinely delete confirmed booking records from Innstyle, but records should be reviewed periodically and kept only for as long as reasonably needed for booking, accounting, tax, legal, insurance or business purposes.

Payments

Most direct bookings are paid by BACS or Worldpay via secure payment link.

East Trewent Farm does not collect or store card/payment details directly.

Payment records may include details of who has paid and the amount paid, but not bank account or card details. East Trewent Farm uses QuickBooks, which keeps details such as the guest name and amount paid.

Payment and accounting records may be kept for as long as needed for accounting, tax, legal, insurance or business purposes.

Guest records

East Trewent Farm does not currently keep a separate guest spreadsheet, guest list, manual diary or other guest record outside Innstyle.

Guest details such as name, address, email, phone, stay dates, payment status, dog/pet details, dietary information or special requirements are stored in Innstyle only, where relevant.

Innstyle is accessed through a secure account with two-factor authorisation. Access to Innstyle is limited to the person responsible for managing the account.

Marketing

East Trewent Farm does not currently send marketing emails, offers or newsletters to past guests.

East Trewent Farm does not upload guest lists to Facebook/Meta, Google Ads or other advertising platforms.

If this changes in future, this Privacy Policy will be updated and appropriate opt-in and unsubscribe processes will be put in place.

Reviews and guest comments

We may use guest reviews or comments in our marketing or on the website.

Reviews may come from Airbnb or directly through Innstyle. Airbnb reviews may be displayed on the website.

Where reviews are used, we use first names only.

If a guest asked us to remove or anonymise a review, we would do so.

Guest photos and videos

East Trewent Farm does not currently use identifiable guest photos or videos on the website, social media, printed marketing or adverts.

Guests may very occasionally send photos, but we do not currently use them in marketing.

If this changes in future, we will ask for appropriate permission before using identifiable guest images or videos.

Sharing guest information

East Trewent Farm does not routinely share guest information with cleaners, housekeepers, maintenance people, local suppliers, activity providers, taxi/transport providers or welcome hamper suppliers.

We may share personal information where necessary with trusted service providers involved in operating the business, such as:

• Innstyle, for booking management
• Airbnb, where you book through Airbnb
• Worldpay, where payments are made by secure payment link
• Banks, where payments are made by BACS
• QuickBooks, for accounting records
• An accountant or professional adviser, where required
• Website hosting and website support providers
• Cookie, analytics or website security tools, where used
• Legal, regulatory or public authorities where required by law

We do not sell guest information.

CCTV

East Trewent Farm does not currently have CCTV at the property.

If CCTV is introduced in future, this Privacy Policy should be updated and appropriate signage should be displayed at the property.

Guest Wi-Fi

Guest Wi-Fi is provided at the property.

East Trewent Farm has confirmed that the Wi-Fi/router/provider does not collect guest names, email addresses, device details or usage logs.

If the Wi-Fi setup changes in future and begins collecting guest personal information, this Privacy Policy should be updated.

Vehicle registrations, dietary information, accessibility requirements and dog information

East Trewent Farm does not collect vehicle registrations.

East Trewent Farm does not routinely collect dietary, allergy, food preference, accessibility, mobility or special requirement information from guests.

Occasionally guests may volunteer dietary information, but this is not kept.

For dog-friendly bookings, East Trewent Farm records in Innstyle whether guests are bringing a dog. Dog names may be mentioned by guests, but these are not kept as a formal record.

Website analytics and cookies

Our website may use cookies and similar technologies.

Some cookies are necessary for the website to work properly. Others may help us understand how visitors use the website, for example through analytics tools such as Google Analytics.

Where required, non-essential cookies should only be used with your consent.

Google Search Console may also be used to help understand how the website appears in Google search results.

Please see our Cookie Policy for more information about cookies and how to manage your choices.

How long we keep personal information

We only keep personal information for as long as reasonably needed.

As a general guide:

• Guest enquiry emails from people who do not book are usually kept for between 1 and 6 months.
• Social/messaging platform messages should be reviewed and deleted periodically when no longer needed.
• Confirmed booking records are stored in Innstyle and should be reviewed periodically.
• Payment and accounting records may be kept for as long as needed for accounting, tax, legal, insurance or business purposes.
• Reviews may remain on the website unless a guest asks for them to be removed or anonymised.
• Website analytics information, where used, is retained according to the settings used within the relevant analytics platform.

When personal information is no longer needed, we will delete it, securely dispose of it, or anonymise it where appropriate.

How we protect personal information

We take reasonable steps to protect personal information from loss, misuse, unauthorised access or disclosure.

This includes limiting access to guest information, using secure systems where available, using two-factor authentication where available, avoiding unnecessary data collection, and keeping booking records in Innstyle.

Your data protection rights

Depending on the circumstances, you may have rights over your personal information, including the right to:

• Be informed about how your personal information is used
• Ask for a copy of personal information held about you
• Ask for inaccurate information to be corrected
• Ask for information to be deleted in certain circumstances
• Ask us to restrict how we use your information
• Object to certain uses of your information
• Withdraw consent where we rely on consent
• Ask for your information to be transferred in certain circumstances
• Complain about how your information has been handled

To make a request, please contact:

info@easttrewentfarm.co.uk

We may need to confirm your identity before responding to a request.

Privacy questions and complaints

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

Rebecca Alderwick, Co-owner
Email: info@easttrewentfarm.co.uk

If you make a data protection complaint, we will acknowledge it within 30 days, look into the issue, keep you informed where appropriate, and provide an outcome without undue delay.

You also have the right to raise a concern with the Information Commissioner’s Office.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time if our website, booking process, business practices or legal requirements change.

The latest version will be published on this website.