Privacy Policy

Last updated: 11 November 2026

Golden Octopus respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and protect personal data when you visit our website, enquire about accommodation or stay at one of our properties.

1. Who We Are

Golden Octopus is the trading brand for serviced accommodation properties in Cumbria, England.

The relevant data controller for your accommodation booking is:

  • The Fells Retreat Ltd – Clocktower House.

  • Europa Properties Ltd – Victoria Villas and Harrington Road.

Each company is responsible for personal information processed in connection with its respective accommodation business.

Website: www.goldenoctopus.co.uk
Telephone: +44 7795 043991

For questions about personal information, you can contact us through our website enquiry form or by telephone.

2. Information We Collect

Depending on how you interact with us, we may collect:

  • Your name, email address and telephone number.

  • Booking dates, property selection and number of guests.

  • Booking confirmations and payment records.

  • Identity verification information provided before arrival.

  • Electronically signed rental agreements.

  • Communications through email, telephone, WhatsApp or booking platforms.

  • Information relating to security deposits, property damage or booking disputes.

  • External CCTV and video doorbell recordings.

  • Website usage information collected through Squarespace.

We aim to collect only information reasonably necessary for providing accommodation, protecting our properties and meeting our legal obligations.

3. How We Use Your Information

We use personal information for the following purposes:

  • Responding to accommodation enquiries.

  • Processing and confirming reservations.

  • Managing booking payments and security deposits.

  • Verifying the identity of Lead Guests.

  • Providing arrival instructions and property access information.

  • Communicating with guests before, during and after their stay.

  • Responding to guest requests, complaints and enquiries.

  • Investigating damage, security incidents or disputes.

  • Maintaining appropriate financial and accounting records.

  • Protecting our guests, properties and staff.

  • Understanding website performance through Squarespace analytics.

We use guest contact information strictly for booking-related communications and do not currently send promotional marketing messages.

We do not sell or rent personal information.

4. Legal Basis for Processing Personal Information

Under UK data protection law, we process personal information where an appropriate lawful basis applies.

Performance of a contract: To manage reservations, process accommodation payments and provide booked services.

Compliance with legal obligations: To maintain accounting records and comply with applicable legal requirements.

Legitimate interests: To respond to enquiries, protect our properties, prevent fraud, investigate incidents and manage disputes, where those interests are not overridden by individuals' rights.

Consent: Where required for particular activities, including certain non-essential website cookies.

We will not process personal information for unrelated purposes without an appropriate legal basis.

5. Booking and Payment Processing

Golden Octopus uses accommodation management and payment systems, including Uplisting and Stripe.

Guests may also book through third-party platforms such as Airbnb, Booking.com and Vrbo.

These services process information necessary to provide their booking and payment functions.

Payment card details are handled through the relevant payment providers. We do not ask guests to provide complete payment card information through ordinary email or WhatsApp.

Third-party booking and payment providers may have their own privacy notices and data protection responsibilities.

6. Identity Verification and Rental Agreements

To protect our properties and maintain appropriate booking security, we require the Lead Guest to:

  • Complete identity verification using valid identification.

  • Electronically sign a short-term rental agreement.

  • Complete the applicable security deposit pre-authorisation.

Identity verification may involve reviewing or securely processing government-issued identification.

Information collected for verification is used for booking administration, fraud prevention and property security.

We restrict access to identity information and retain it only for as long as reasonably necessary for the relevant purpose, taking account of applicable legal obligations.

7. Security Deposits

Golden Octopus normally manages security deposits through Stripe using temporary card pre-authorisations.

The applicable deposit amounts are:

PropertySecurity depositClocktower House£500Victoria Villas£400Harrington Road£250

Information associated with these transactions may include booking references, payment authorisation details and records of any legitimate charges.

We use this information only for administering deposits and addressing properly evidenced costs arising from a stay.

8. CCTV and Video Doorbells

All Golden Octopus properties have external CCTV cameras and Ring video doorbells.

These systems are installed for legitimate security, safety and incident-investigation purposes.

Video recording is enabled. Audio recording is disabled.

No CCTV cameras are installed inside guest accommodation.

External cameras may record guests, visitors and other individuals entering or moving through monitored areas.

Access to recordings is restricted to authorised persons.

Recordings are retained in accordance with the relevant camera system's configured retention settings and our operational retention policy.

Where necessary, recordings may be preserved for longer periods in connection with investigations, disputes or legal proceedings.

CCTV recordings may be disclosed to law enforcement agencies or other authorised authorities where required or permitted by law.

9. Website Analytics and Cookies

Our website is hosted by Squarespace.

We use Squarespace's built-in analytics to understand website traffic, visitor interactions and general website performance.

We do not currently use Google Analytics or Meta Pixel.

Squarespace may use cookies and similar technologies for website functionality, security and analytics.

Where legally required, we will provide appropriate information and choices concerning non-essential cookies.

Visitors can manage cookies through their browser settings, although disabling certain cookies may affect website functionality.

10. Website Enquiries and WhatsApp

When you contact Golden Octopus through our website enquiry form, we collect the information you provide to respond to your enquiry.

If you communicate with us through WhatsApp, the relevant communications may also be processed by WhatsApp in accordance with its privacy terms.

We use enquiry and communication information for:

  • Responding to questions.

  • Providing accommodation information.

  • Managing reservations.

  • Supporting guests during their stay.

  • Resolving booking-related matters.

We do not use these communications for unsolicited promotional marketing.

11. Sharing Your Information

Golden Octopus treats guest information as confidential.

We do not sell, rent or disclose guest personal information to third parties for marketing or unrelated commercial purposes.

Personal information is processed through service providers necessary to operate our website, manage reservations, process payments and maintain property security.

We may disclose relevant personal information to law enforcement agencies, courts, regulators or other authorised authorities where required or permitted by law.

We limit any disclosure to what is reasonably necessary and lawful.

12. International Data Transfers

Golden Octopus operates in the United Kingdom and does not independently arrange transfers of guest personal information outside the UK.

Certain technology, payment and booking service providers may process information internationally as part of delivering their services.

Where international processing occurs, we seek to ensure that appropriate safeguards apply in accordance with UK data protection legislation.

Further information about applicable safeguards may be requested using our contact details.

13. How Long We Keep Your Information

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

Retention periods depend on the information concerned and any applicable legal requirements.

Booking and financial records: Retained for applicable tax, accounting and legal obligations.

Guest communications: Retained for reasonable periods where needed for booking administration, support or disputes.

Identity verification information: Retained only as long as justified by verification, security and legal requirements.

CCTV recordings: Retained according to the configured camera-system settings and our retention policy, unless footage must be preserved for a legitimate investigation or legal matter.

Website enquiries: Retained for a reasonable period to respond to enquiries and manage associated bookings.

When information is no longer required, we will securely delete, anonymise or otherwise handle it in accordance with applicable law.

14. Keeping Your Information Secure

Golden Octopus takes reasonable technical and organisational measures to protect personal information from unauthorised access, loss, misuse or disclosure.

These measures include:

  • Restricting access to authorised individuals.

  • Using appropriate booking and payment systems.

  • Protecting guest identification and booking records.

  • Limiting disclosure of personal information.

  • Reviewing security arrangements where appropriate.

While no electronic system can guarantee absolute security, we take the protection of guest information seriously.

15. Your Data Protection Rights

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

  • Access: Request a copy of personal information we hold about you.

  • Rectification: Ask us to correct inaccurate information.

  • Erasure: Request deletion of information where applicable.

  • Restriction: Request that certain processing activities be restricted.

  • Data portability: Request transfer of certain information where applicable.

  • Objection: Object to certain processing based on legitimate interests.

  • Withdrawal of consent: Withdraw consent where processing relies on consent.

  • Automated decision-making: Exercise applicable rights concerning qualifying automated decisions.

These rights may be subject to legal conditions and exceptions.

To exercise your rights, please contact Golden Octopus through our website or by telephone.

We may need to verify your identity before responding.

16. Complaints

If you have concerns about how Golden Octopus handles your personal information, please contact us so we can investigate.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Website: www.ico.org.uk

17. Children's Information

Golden Octopus welcomes families with children.

Accommodation bookings must be made by an eligible adult Lead Guest.

We may process limited information about children where necessary for booking administration, occupancy or safety.

We do not knowingly collect children's information for promotional marketing.

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business operations, technology or legal requirements.

The latest version will be published on our website with the relevant revision date.

19. Contact Us

For questions about this Privacy Policy or the handling of your personal information, please contact:

Golden Octopus

Luxury Group Accommodation in Cumbria

Website: www.goldenoctopus.co.uk

Telephone: +44 7795 043991

Operating companies:

The Fells Retreat Ltd – Clocktower House

Europa Properties Ltd – Victoria Villas and Harrington Road