Last updated 6 October 2026

This policy explains what personal information Nesting Hub collects when you use our website, contact us, book or stay with us, why we collect it, who we share it with, how long we keep it, and your rights.

Who we are

Nesting Hub Ltd ("Nesting Hub", "we", "us") provides short-stay serviced accommodation in Stoke-on-Trent and Newcastle-under-Lyme. We are the controller of the personal information described in this policy.

• Registered in England and Wales, company number 15898225
• Based in Stoke-on-Trent, England
• Registered with the Information Commissioner's Office (ICO), registration number ZB889186
• Contact (including for any data protection questions): [email protected] or 07346 809250

What we collect

When you contact us (by email, phone, or a form on our website):

• your name, email address, phone number, company name if you give it, and what you tell us about your enquiry (for example dates, number of guests and length of stay)

When you book:

• the lead guest's name, contact details, the property, your check-in and check-out dates, and which platform you booked through (directly with us, or a booking platform such as Airbnb, Booking.com or Vrbo, via our booking system)
• for direct bookings: invoice and payment records, and records of the security deposit (when it was paid and refunded, including any amount kept and the reason)

Before and during your stay:

• the information we need to check you in and look after you, such as ID verification for the lead guest, your agreement to our terms & conditions, your arrival time, messages with our team, any issues you report and any feedback you choose to give. We give guests full details of this before they arrive.

At the properties:

• CCTV cameras cover the outside of the properties (for example entrances and driveways). They do not cover the inside.

Why we use it, and our lawful basis

• To answer your enquiry and give you a quote. Lawful basis: taking steps at your request before entering into a contract, and our legitimate interests in responding to business enquiries.
• To provide your stay and manage your booking. Lawful basis: performance of our contract with you.
• To check the identity of the lead guest and to protect our properties, neighbours and other guests, including CCTV and the security deposit. Lawful basis: our legitimate interests in keeping people and our properties safe and preventing fraud and damage.
• To keep records of what was agreed, invoices, payments and deposits. Lawful basis: performance of our contract, our legitimate interests, and our legal obligations (for example accounting and tax records).
• To send you offers and news by email, only if you said yes. Lawful basis: your consent, which you can withdraw at any time.

Who we share it with

We don't sell your information. We share it only with:

• The booking platform you used and our booking system (channel manager), to manage your booking.
• Service providers who host our website and systems, and our email, invoicing, payment and accounting providers, under contracts that require them to protect it.
• Professional advisers, insurers, the police or other authorities, where we have to by law or need to in order to protect our rights, our properties or other people.

Some of these providers may process information outside the UK. Where they do, they protect it with safeguards approved under UK data protection law, such as the UK International Data Transfer Addendum or a UK adequacy decision.

How long we keep it

• Enquiries that don't lead to a booking: deleted 12 months after our last contact.
• Guest contact details and stay information: deleted 12 months after your check-out (ID photos are deleted 30 days after check-out).
• Signed terms & conditions, invoices, payment and deposit records: kept for 6 years after your stay, because we may need them for accounts, tax or a dispute.
• CCTV footage: normally kept for around 30 days, then recorded over, unless we need it for an incident.
• Marketing: until you unsubscribe or ask us to stop.

Cookies and our website

Our website uses Google Analytics (via Google Tag Manager) to understand how visitors find and use the site — this sets cookies in your browser (named _ga and _ga_*) that help us count visits and see which pages are popular. No advertising or social media tracking cookies are used. Our property pages include an embedded Google map for each property address and a 3D virtual tour hosted by a third-party service; loading those may set additional cookies from Google and the tour provider. Our contact form is handled by Formspree, a third-party service, which processes your message and sends it to us — Formspree's own privacy policy applies to data it handles.

Your rights

You have the right to:

• ask for a copy of the personal information we hold about you
• ask us to correct anything that's wrong
• ask us to delete your information, or to restrict how we use it
• object to us using it on the basis of our legitimate interests
• ask us to move your information to another organisation, where it applies
• withdraw your consent to marketing at any time

To use any of these rights, email [email protected]. We will respond within one month. Some information we may need to keep, for example records required by law.

Complaints

If you're unhappy with how we've used your information, please contact us first at [email protected]. You also have the right to complain to the Information Commissioner's Office (ICO): ico.org.uk, or 0303 123 1113.

Changes to this policy

We may update this policy from time to time. The date it was last updated is shown at the top.