Privacy Policy
Stay Inn Apartments London is committed to the privacy and confidentiality of your information. This Privacy Policy describes our current policies and practices about our use of personal information.
Please take time out to read this Privacy Policy very carefully.
This is the Privacy Policy of Stay Inn Apartments London. We are a company registered in England and Wales under the registered name Booking Experts LTD with registration number 12054674 of 36 Scotts Road, Bromley, BR1 3QD.
Stay Inn Apartments London is a provider of serviced accommodation for business and leisure, with a reputation for delivering exceptional quality apartments for our business customers. We offer a broad portfolio of apartments for our clients, throughout London. Our serviced apartments provide a cost-effective option for long stays and offer the perfect alternative to hotels for our clients.
As a serviced apartment provider, we collect and process data so that we can manage your booking, deal with your booking enquiries, improve your experience when using our website and where relevant, deal with any issues that you may have. This makes us a “controller” of your personal data.
We will collect and use different personal information about you for different reasons, including photo identification, depending on our relationship with you.
Sometimes we will receive “special categories of personal information” (which is information relating to your health, racial or ethnic origin, religious or philosophical beliefs) where you provide this to us as part of a special request in connection with your stay. Where you provide us with your special category personal information we will use this to provide you with advice and to help you find a serviced apartment that is suitable to your needs.
Where you provide personal information to us about other individuals (for example, members of your family or other guests staying in the apartment) we will also be controller of their personal information and we are responsible for protecting their personal information and using it appropriately. This Policy will therefore apply to those individuals and you should refer them to this Policy.
This section applies if you or your employer book an Stay Inn Apartment.
What personal information will we collect?
At booking stage:
Your full name and title, address, telephone numbers and email addresses, date of birth and gender.
Identity documents such as passport, driving licence and national insurance number.
Employment status and related information such as job title.
Details of your special requests, which are relevant to your booking.
Details of your previous stays or bookings with Stay Inn Apartments.
Vehicle registration number.
The number of adults and children that will be staying in the apartment with you.
Details of the payment card that you use to make the booking, including the type of card, expiry date and last four digits.
Your smoking preferences.
Recordings of telephone calls we make when you book over the telephone.
On arrival at your serviced apartment:
Identity documents such as passport, driving licence and national insurance number.
Details of your next destination if you provide this to us.
Your full name and title.
Your unique booking reference number.
CCTV recordings of your arrival at the apartment.
During or following your stay:
Any feedback that you provide to us, including any complaints that you may have.
What special category information will we collect?
Information about your health if relevant to your booking (for example whether you have a physical disability that would require you to have wheelchair access to an apartment).
We will also collect information that you provide to us through a special request as part of your booking where you deem it relevant, for example which reveals or is likely to reveal your race or ethnicity, religious or philosophical beliefs, political views or data concerning your sex life or sexual orientation
How will we collect your personal information?
Directly from you:
When you book one of our apartments through our website or over email
When you book one of our apartments over the telephone;
During any subsequent communications we have with you, such as by telephone, email or when you make a general enquiry.
We will also collect your personal information from:
Your employer, if your employer on your behalf makes the booking.
What will we use your personal information for?
We use your information for the following legal reasons:
We need to use your personal information to enter into the booking contract with you. We will rely on this legal reason for all activities that are connected to your booking and without using your personal information we would be unable to do, such as confirming your booking details following confirmation of payment.
We have a business need to use your personal information. This will include for the purpose of operating and improving our website, ensuring the security of our website and services, maintaining back-ups of our databases, and responding to your enquires. When relying on this legal ground, we are under a duty to assess your rights and to ensure that we do not use your information unless we can demonstrate a legitimate business need.
When we use your “special category information” (such as information about your health), we will ask for your explicit consent. We are also permitted to use your special category information if we need to establish or defend our legal rights.
What is the purpose for using your personal information?
To manage your booking and booking preferences and to provide you with access to the apartment you have booked.
To communicate with you in respect of your booking and to answer any queries that you may have.
To provide improved quality, training and security (for example, through recorded phone calls to our contact numbers, or carrying out customer satisfaction surveys).
To obtain or maintain insurance cover, manage risks or obtain legal advice.
Legal grounds for using your personal information:
It is necessary to enter into or perform your contract.
We have a business need (to run our business effectively and provide a high-quality service)
It is necessary to enter into or perform your booking contract.
We have a business need (to respond to all communications)
For business purposes such as operating and improving our website, ensuring the security of our website and services, and maintaining back-ups of our databases
We have a business need (to develop and improve the services we offer)
We have a business need (to ensure we are adequately insured and have an effective risk strategy in place)
Legal grounds for using your special category information:
Your consent.
We need to establish, exercise or defend legal rights.
We have a business need (to run an efficient business)
We need to establish, exercise or defend legal rights.
Who will we share your personal information with?
We do not share or distribute your personal information, other than to the following third parties and only under the limited circumstances we have set out above:
Service providers we have contracted with including payment service providers, our subcontractors and agents, auditors, our solicitors, actuaries, IT providers and database providers, marketing mailing providers and business suppliers.
Any third parties in the event of a sale, merger, reorganisation, transfer or dissolution of our business.
Law enforcement agencies such as the police, HMRC and taxation authorities.
This section applies if you or your employer books a serviced apartment provided by one of our Partners through Stay Inn Apartments.
What personal information will we collect?
By Stay Inn Apartments at booking stage
Your full name and title, address, telephone numbers and email addresses, date of birth and gender.
Identity documents such as passport and driving licence.
Employment status and related information such as job title.
Details of your special requests, which are relevant to your booking.
Details of your previous stays or bookings with Stay Inn Apartments.
The number of adults and children that will be staying in the apartment with you.
Details of the payment card that you use to make the booking, including the type of card, expiry date and last four digits.
Your smoking preferences.
- By our Partners on arrival at your serviced apartment
Identity documents such as passport and driving licence where our Partners are legally obliged to collect this.
Details of your next destination where you provide this to our Partners.
Your full name and title.
Your unique booking reference number.
CCTV recordings of your arrival at the apartment where CCTV is in operation.
During or following your stay
Any feedback that you provide to Stay Inn Apartments, including any complaints that you may have.
What special category information will we collect?
Information about your health if relevant to your booking (for example whether you have a physical disability that would require you to have wheelchair access to an apartment).
We will also collect information that you provide to us through a special request as part of your booking where you deem it relevant, for example which reveals or is likely to reveal your race or ethnicity, religious or philosophical beliefs, political views or data concerning your sex life or sexual orientation
How will we collect your personal information?
Directly from you:
When you book one of our apartments through our website or over email
When you book one of our apartments over the telephone;
During any subsequent communications we have with you, such as by telephone, email or live chat or when you make a general enquiry.
We will also collect your personal information from:
Your employer, if your employer on your behalf makes the booking.
What will we use your personal information for?
We use your information for the following legal reasons:
We need to use your personal information to enter into the booking contract with you. We will rely on this legal reason for all activities that are connected to your booking and without using your personal information we would be unable to do, such as confirming your booking details following confirmation of payment.
We have a business need to use your personal information. This will include for the purpose of operating and improving our website, ensuring the security of our website and services, maintaining back-ups of our databases, and responding to your enquires. When relying on this legal ground, we are under a duty to assess your rights and to ensure that we do not use your information unless we can demonstrate a legitimate business need.
When we use your “special category information” (such as information about your health), we will ask for your explicit consent. We are also permitted to use your special category information if we need to establish or defend our legal rights.
What is the purpose for using your personal information?
To manage your booking and booking preferences and to provide you with access to the apartment you have booked.
To communicate with you in respect of your booking and to answer any queries that you may have.
For business purposes such as operating and improving our website, ensuring the security of our website and services, and maintaining back-ups of our databases.
To provide improved quality, training and security (for example, through recorded phone calls to our contact numbers, or carrying out customer satisfaction surveys).
To obtain or maintain insurance cover, manage risks or obtain legal advice.
Legal grounds for using your personal information
It is necessary to enter into or perform your contract.
We have a business need (to run our business effectively and provide a high quality service).
It is necessary to enter into or perform your booking contract.
We have a business need (to respond to all communications).
We have a business need (to run an efficient business).
We have a business need (to develop and improve the services we offer).
We have a business need (to ensure we are adequately insured and have an effective risk strategy in place).
Legal grounds for using your special category information
Your consent.
We need to establish, exercise or defend legal rights.
Who will we share your personal information with?
We do not share or distribute your personal information other than to the following third parties and only under the limited circumstances we have set out above:
Service providers we have contracted with including payment service providers, our subcontractors and agents, auditors, our solicitors, actuaries, IT providers and database providers, marketing mailing providers and business suppliers.
Any third parties in the event of a sale, merger, reorganisation, transfer or dissolution of our business.
Law enforcement agencies such as the police, HMRC and taxation authorities.
This section applies if you contact us with a query about booking a Stay Inn Apartment or a Partner apartment. What personal information will we collect?
Your name and title, address, telephone numbers and email addresses.
Your intended travel arrangements and any information that you provide us in relation to your booking preferences.
What special category information will we collect?
Information about your health if relevant to your booking (for example whether you have a physical disability that would require you to have wheelchair access to an apartment).
We will also collect information that you provide to us through a special request as part of your booking where you deem it relevant, for example which reveals or is likely to reveal your race or ethnicity, religious or philosophical beliefs, political views or data concerning your sex life or sexual orientation
How will we collect your personal information?
Directly from you when you:
Contact us by email, live-chat or over the telephone with your query.
What will we use your personal information for?
We use your information for the following legal reasons:
We have a business need to use your personal information. This will include for the purpose of responding to your enquiries and assisting you with the booking process. When relying on this legal ground, we are under a duty to assess your rights and to ensure that we do not use your information unless we can demonstrate a legitimate business need
When we use your “special category information” (such as information about your health), we will ask for your explicit consent. We are also permitted to use your special category information if we need to establish or defend our legal rights.
What is the purpose for using your personal information.
To communicate with you in respect of your intended booking and to answer any queries that you may have.
To provide improved quality, training and security (for example, through recorded phone calls to our contact numbers).
Legal grounds for using your personal information
We have a business need (to respond to all communications).
We have a business need (to develop and improve the services we offer).
Legal grounds for using your special category information
Your consent.
We need to establish, exercise or defend legal rights.
Who will we share your personal information with?
We do not share or distribute your personal information other than to the following third parties and only under the limited circumstances we have set out above:
To our Partners where your query is in relation to a Partner apartment.
Service providers we have contracted with including our subcontractors and agents, auditors, our solicitors, actuaries, IT providers and database providers, marketing mailing providers and business suppliers.
Any third parties in the event of a sale, merger, reorganisation, transfer or dissolution of our business.
Law enforcement agencies such as the police, HMRC and taxation authorities.
This section applies if you are a Stay Inn Apartments Partner, or other business partner or service provider to Stay Inn Apartments.
What personal information will we collect?
General information such as your name, address, business phone numbers and email addresses.
Employment information such as job title, business cards and professional accreditations.
Your bank details and information obtained from checking sanction lists and credit checks.
Information which we have gathered from publicly available sources such as internet search engines and generally obtained as part of the due diligence process conducted by Stay Inn Apartments.
How will we collect your personal information?
Directly from you.
From publicly available sources such as internet search engines.
From service providers who carry out sanctions checks.
What will we use your personal information for?
We use your information for the following legal reasons:
We need to use your personal information to enter into or perform the contract that we hold with you.
We have a valid business reason to use your personal information which is necessary for our everyday business operations and activities, for example to maintain business records and to carry out due diligence. In each case we assess our need to use this personal information for these purposes against your rights to privacy to ensure we are protecting your rights.
What is the purpose for using your personal information?
To carry out due diligence on you
For business purposes and activities including to maintain business records and to carry out due diligence.
For compliance and monitoring purposes such as recording and managing complaints made against you by our customers.
To obtain or maintain insurance cover, manage risks or obtain legal advice.
Legal grounds for using your personal information
We have a valid business reason (to ensure that you can provide guarantees in terms of confidentiality and security measures you implement to protect the information we are sharing with you about our clients).
We have a valid business reason (to run our business efficiently and effectively)
We have a valid business reason (to ensure we are carrying out appropriate monitoring activities).
We have a business need (to ensure we are an adequately insured and have an effective risk strategy in place).
Who will we share your personal information with?
We will not sell or transfer your personal information to anyone unless we have a valid reason as set out above and we will only disclose it to the following parties:
Where you are providing a product or services to one of our customers on our behalf.
Any third parties in the event of a sale, merger, reorganisation, transfer or dissolution of Stay Inn Apartment’s business.
Law enforcement agencies such as the police, HMRC and taxation authorities.
This section applies if you use or access the Stay Inn Apartments website.
What personal information will we collect?
Name, address, email address and telephone number where you submit this information to us.
IP address and your geographical location.
How will we collect your personal information?
We collect your information:
Directly from our website and where you have submitted any information on our website.
Through our use of cookies. You can find more information about this in our cookies policy.
Through the use of Google Analytics.
What will we use your personal information for?
We use your information for the following legal reasons:
We have a business need to use your personal information, this will include identifying trends on our website, popular pages and areas that we can make it easier to use for customers in order to improve its performance. When relying on this legal ground, we are under a duty to assess your rights and to ensure that we do not use your information unless we can demonstrate a legitimate business need.
What is the purpose for using your personal information?
To identify trends on our website, popular pages and areas that we can make it easier to use for customers to improve its performance.
Legal grounds for using your personal information
We have a business need (to review and enhance the performance of our website).
Who will we share your personal information with?
We do not share or distribute your personal information other than to the following third parties and only under the limited circumstances we have set out above:
Service providers Stay Inn Apartments have contracted with including our subcontractors and agents, auditors, our solicitors, actuaries, IT providers and database providers, marketing mailing providers and business suppliers.
When you subscribe to our email notifications and/or newsletters we will send you the relevant notifications and/or newsletters – but only if you’ve agreed. You can unsubscribe from this type of communication at any time by clicking the link in the footer of the email or emailing us on info@excel-apartments.com. We also collect additional information in connection with your participation in any competitions that we run.
We also use Facebook and LinkedIn marketing services in order to promote our serviced apartments on Facebook and LinkedIn.
We do not sell your information to third parties.
Automated decision-making refers to a situation where a decision is taken using personal information that is processed solely by automatic means (i.e. using an algorithm or other computer software) rather than a decision that is made with some form of human involvement.
Stay Inn Apartments does not currently undertake automated decision-making.
We will only keep your personal information for as long as reasonably necessary to fulfil the purposes set out in section 3 above and to comply with our legal and regulatory obligations. We set out below examples of the retention periods that we apply:
Where you book an apartment through one of our Partners, the personal information that we collect from you and from the relevant Partner will be retained for 7 years.
Where you submit an enquiry through our website but do not proceed to book a Stay Inn Apartment or a Partner apartment, we will retain your personal information for 12 months.
If you would like further information about how long we will keep your personal information for, please contact us to find out more.
We will transfer your personal information outside of the European Economic Area (“EEA”) when we transfer information to our Partners located outside of the EEA where you have enquired about that Partner’s apartment or are looking to book that Partner’s apartment.
We are also entitled under European data protection laws to transfer your personal information to countries outside the EEA in the following circumstances:
It is necessary for the performance of the contract we have with you.
It is necessary to protect your vital interests i.e. it is a life or death situation.
There may also be some instances where your personal information is transferred to countries outside the EEA, such as, when we transfer information to third party suppliers who are based outside the EEA or when third parties who act on our behalf transfer your personal information to countries outside the EEA.
Where such a transfer takes place, we will take the appropriate safeguarding measures to ensure that your personal information is adequately protected. We will do so in a number of ways including:
Entering into data transfer contracts and using specific contractual provisions that has been approved by European data protection authorities otherwise known as the “standard contractual clauses”
Transferring personal data to companies in the United States who are certified under the “Privacy Shield”. The Privacy Shield is a scheme whereby companies certify that they provide an adequate level of data protection
We will only transfer personal data to companies in non-EEA countries who have been deemed by European data protection authorities to have adequate levels of data protection for the protection of personal information
If you would like further information regarding our data transfers and the steps we take to safeguard your personal information, please contact us.
Stay Inn Apartments ensure that all our systems are protected using secure passwords and multi-factor authentication mechanisms. All customer data is held within secure data centers using industry standard protection and encrypted where applicable. All data access is segmented by role and user rights.
You have several data protection rights, which entitle you to request information about your personal information, to dictate what we do with it or to stop us using it in certain ways.
If you wish to exercise the rights set out below, please contact us at any time. There will not normally be a charge for this.
We respect your rights in relation to personal information we hold about you, however we cannot always comply with your requests, for example:
We may not be able to delete your information if we are required by law to keep it for a longer period of time; or
If we delete your information we would not have the necessary information we need to complete your booking.
The right to access your personal information
You can request a copy of the personal information we hold about you and certain details of how we use it.
Your personal information will normally be provided to you in writing unless you request otherwise or where you have made a request by electronic means such as email, we will provide such information in electronic form where possible.
The right to withdraw your consent
Where we rely on consent as the legal ground to use your personal information, you are entitled to withdraw that original consent.
The right to rectification
We make reasonable efforts to keep your personal information where necessary up to date, complete and accurate. We encourage you to ensure that your personal information is accurate so please regularly let us know if you believe that the information we hold about you may be inaccurate or not complete. We will correct and amend any such personal information and notify any third party recipients of necessary changes.
The right to restriction of processing
Subject to the circumstances in which you exercise this right, you can request that we stop using your personal information, such as where you believe that we no longer need to use your personal information.
The right to data portability
Subject to the circumstances in which you exercise this right, you can request that we port across personal information you have provided to us to a third party in a commonly used and machine-readable format.
The right to erasure
You can request that we delete your personal information. For example, where we no longer need your personal information for the original purpose we collected it for or where you have exercised your right to withdrawn consent.
Whilst we will assess every request, this request is subject to legal and regulatory requirements that we are required to comply with.
The right to object to direct marketing
You can request that we stop sending you marketing messages at any time by clicking on the “unsubscribe” button in any emails that we send to you or by contacting us.
Please note that even if you exercise this right because you do not want to receive marketing messages, we may still send you service-related communications where necessary.
The right to make a complaint with the ICO
Where you believe that we have breached data protection laws when using your personal information, you can complain to the Information Commissioner’s Office (ICO). For more information visit the ICO’s website at
Please note that exercising this right and lodging a complaint will not affect any other legal rights or remedies that you have.
If you would like further information about the ways we use your personal information, further clarity on how we use your personal information or anything referred to in this Policy, please contact our Data Protection Officer at DPO@excel-apartments.com.
We are continually improving our methods of communication and alongside with changes in the law and the changing nature of technology, our data practices and how we use your data will change from time to time. If and when our data practices change, we will notify you and we will provide you with the most up-to-date Policy. You can view it by checking our website.
This Policy was last updated on 28 Jan 2022.
