Privacy & Cookie Policy

Last updated: 28 October 2026

1. Who we are

PubLove is operated by Bestplace Limited, which is responsible for the personal information covered by this policy.

We take your privacy seriously. This policy explains what information we collect, how we use and protect it, and your rights under UK data protection law.

Contact details

Bestplace Limited t/a PubLove
Rose & Crown, 65 Union Street, London SE1 1SG
Email: gdpr@publove.co.uk
ICO registration: ZA228232

2. What information we collect

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

• Personal details: Your name, contact information and relevant identification details.
• Booking and payment details: Reservations, stay history, payments, refunds and preferences.
• Communications: Enquiries, feedback, complaints and correspondence.
• Website information: Device information, IP addresses, cookies and website usage.
• Recruitment information: CVs and information supplied when applying for a job.
• CCTV footage: Images recorded at our properties for safety and security.

We may receive booking information from third-party providers, including Booking.com, Hostelworld and other booking platforms.

3. How and why we use your information

We use personal information to:

• Manage bookings, accommodation, payments and guest services, generally to fulfil our contract with you.
• Respond to enquiries, complaints and feedback, under our legitimate interests or contractual obligations.
• Maintain financial records and comply with legal requirements.
• Protect guests, staff and premises, including through CCTV, under our legitimate interests.
• Process job applications and manage recruitment.
• Improve our website and services, using consent where required for analytics cookies.

We may also send communications relating to your stay, including a request for a review.

We do not currently operate a general promotional email mailing list through our website. If we send promotional marketing, we will comply with applicable consent and electronic marketing requirements. You can object to direct marketing at any time.

4. Bookings and third-party services

We use Cloudbeds to manage accommodation bookings and guest information, alongside booking platforms such as Booking.com and Hostelworld.

We also use reservation services including DesignMyNight and Collins.

Third-party booking platforms may process your information independently under their own privacy policies.

Our website uses Webflow, and website enquiries and job applications may be processed through services including Basin, Make.com and Resend before being delivered to our team.

We may share relevant information with payment providers, IT suppliers, professional advisers, authorised operational service providers and public authorities where necessary and lawful.

We do not sell your personal information.

Some suppliers operate internationally. Where personal information is transferred outside the UK, we use applicable legal safeguards where required.

5. Cookies and website analytics

Our website uses cookies and similar technologies.

Essential cookies support website functionality, security and cookie preferences.

Analytics cookies help us understand website usage. With your consent, we use Google Analytics 4 through Google Tag Manager. Google Analytics cookies, including _ga, may remain on your device for up to two years.

Our website may also use Google reCAPTCHA for security and Google Maps to display locations. These services may process technical information about your device or connection.

We use Consent Pro to manage cookie choices. You can accept, reject or customise non-essential cookies using our cookie controls. Non-essential analytics scripts are configured to load only after consent.

You can also manage cookies through your browser settings.

6. CCTV

CCTV operates at our properties to help protect guests, employees and premises, and to prevent or investigate incidents.

Footage is normally retained for 28 days before being automatically overwritten.

We may retain particular footage longer where necessary for an investigation, legal claim or other lawful purpose.

7. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, taking account of legal, financial and operational requirements.

Our general approach is:

• Booking and financial records: Generally up to six years where required for accounting, tax or legal purposes.
• Other guest information: Retained while reasonably necessary for guest services, operational purposes or legal obligations.
• Website form submissions: Normally removed from our form-processing service after 365 days. Correspondence delivered to our email accounts may be retained separately where necessary.
• Unsuccessful job applications: We aim to retain these for no longer than six months after the recruitment decision, unless longer retention is justified.
• CCTV: Normally 28 days, unless footage needs to be preserved for a specific reason.

When personal information is no longer needed, we take appropriate steps to delete or anonymise it.

8. How we protect your information

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

Access to personal information is limited according to operational requirements, and we use established service providers to support our systems.

9. Your rights

Under UK data protection law, you may have rights to:

• Access the personal information we hold about you.
• Correct inaccurate information.
• Request deletion or restriction of processing in certain circumstances.
• Object to certain uses of your information, including direct marketing.
• Request transfer of eligible information.
• Withdraw consent where processing relies on consent.

These rights are subject to applicable legal conditions and exceptions.

To make a request, contact gdpr@publove.co.uk.

We may need to verify your identity and will normally respond within one calendar month.

If you are unhappy with how we handle your information, you can complain to the Information Commissioner's Office (ICO) at https://ico.org.uk.

10. Changes and contact details

We may update this policy to reflect changes in our operations, technology or legal requirements. The latest version will be available on our website.

For privacy questions, requests or complaints, contact:

Bestplace Limited t/a PubLove
Rose & Crown, 65 Union Street, London SE1 1SG
gdpr@publove.co.uk

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