Last updated: September 2026

Lofftwen Ecological Trust respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share personal information when you visit our website, contact us, make a booking or stay at Lofftwen.

1. Who we are

Lofftwen Ecological Trust is a Charitable Incorporated Organisation and registered charity number 1182173.

For the purposes of UK data protection law, Lofftwen Ecological Trust is the data controller of the personal information described in this Privacy Policy.

You can contact us about privacy or the use of your personal information at:

Email: bookings@lofftwen.com

Website: www.lofftwen.co.uk

You can also contact us using the contact details published on our website.

2. The information we collect

The personal information we collect depends on how you interact with us.

When you make an enquiry or booking

We may collect:

• your name;

• postal address;

• email address;

• telephone number;

• details of your booking, including dates and Accommodation;

• the number and composition of your party;

• information you choose to give us about members of your party;

• information about dogs or other relevant requirements;

• correspondence relating to your enquiry, booking or stay;

• payment and transaction information; and

• any other information reasonably necessary to administer your booking.

We do not normally receive or retain full payment card details ourselves. Payments may be processed by third-party payment providers.

During or after your stay

We may hold information relating to:

• communications with you;

• requests or arrangements made in connection with your stay;

• complaints or feedback;

• damage, accidents or incidents where relevant;

• payments, refunds or charges; and

• reviews or other feedback that you provide to us.

When you use our website

We may collect information such as:

• your IP address;

• browser and device information;

• pages visited;

• the way in which you reached and used the website; and

• information collected through cookies and similar technologies.

Some of this information is collected only where you have consented to the relevant cookies.

When you join a mailing list or ask to hear from us

We may collect your:

• name;

• email address;

• marketing preferences; and

• information about when and how you subscribed or changed those preferences.

3. How we use your information

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

Enquiries and bookings

We use your information to:

• respond to enquiries;

• process and administer bookings;

• take and record payments;

• send booking confirmations and pre-arrival information;

• communicate with you about your stay;

• provide the Accommodation and services you have booked;

• deal with cancellations, amendments and refunds; and

• deal with questions or complaints.

Our lawful basis for this processing is normally that it is necessary to enter into or perform our contract with you.

Some information supplied about other members of your party may be processed on the basis of our legitimate interests in safely and effectively administering your booking.

Running and protecting Lofftwen

We may use information where reasonably necessary to:

• maintain appropriate business and booking records;

• prevent fraud or misuse;

• manage complaints and disputes;

• investigate accidents, incidents or damage;

• protect our guests, staff, volunteers, property, livestock and wider site; and

• establish, exercise or defend legal claims.

We generally rely on our legitimate interests in operating Lofftwen safely and effectively and protecting the Trust and its guests.

Where we have a legal obligation to retain or use particular information, we rely on compliance with a legal obligation.

Accounts, tax and legal requirements

We use and retain relevant booking and transaction information for accounting, taxation, regulatory and legal purposes.

Our lawful basis is compliance with our legal obligations.

Improving our Accommodation and services

We may use booking information, feedback and other information to understand how our Accommodation and services are being used and to improve them.

Where identifiable personal information is involved, we rely on our legitimate interests in improving the services we provide.

Where possible, we use aggregated or anonymised information for this purpose.

Website operation and analytics

We use information about use of our website to:

• operate and secure the website;

• identify technical problems;

• understand how visitors use the site; and

• improve its content and performance.

Essential website functions may be operated on the basis of our legitimate interests.

Where analytics, advertising or other non-essential cookies require consent, we rely on your consent.

Marketing

We may occasionally send information about Lofftwen, including news, future stays, availability or other information we think may be of interest.

Where required, we will do this only where you have given appropriate consent or where another lawful basis permitted by applicable direct-marketing rules applies.

You can unsubscribe from marketing communications at any time by using the unsubscribe option included in the communication or by contacting us.

Booking and service communications are not marketing. We may therefore continue to contact you where necessary to administer a booking even if you have opted out of marketing.

4. Information about other people

If you provide personal information about another person, for example someone staying with you, you should ensure that you are entitled to provide that information to us and, where appropriate, make them aware of this Privacy Policy.

We ask that you do not provide more information about other members of your party than is reasonably necessary for the booking.

5. Sensitive personal information

We do not routinely ask for special category personal information, such as information about health or disability.

However, you may choose to provide information of this kind where it is relevant to your stay, for example to discuss accessibility or another particular requirement.

Where this happens, we will use the information only as reasonably necessary to deal with your request and in accordance with applicable data protection law.

Please avoid sending sensitive personal information unless it is relevant and necessary.

6. Who we share information with

We do not sell your personal information.

We may share information where reasonably necessary with organisations that help us operate Lofftwen and provide your booking, including:

• website and hosting providers;

• booking and property-management systems;

• payment processors and banks;

• email and communications providers;

• accountants, professional advisers and insurers;

• IT and technical service providers;

• cleaning, maintenance or property-management contractors where relevant to your stay; and

• booking agents or platforms where your booking has been made through them.

These organisations may act either as processors acting on our instructions or, in some circumstances, as independent data controllers responsible for their own use of your information.

We may also disclose information:

• where required by law or regulation;

• to law-enforcement bodies or other public authorities where legally required;

• in connection with legal proceedings or a legal claim; or

• where reasonably necessary to protect the rights, safety or property of Lofftwen or another person.

We disclose only the information reasonably necessary for the relevant purpose.

7. Bookings made through third parties

If you book Lofftwen Accommodation through a booking agent or third-party platform, that organisation will normally collect some personal information from you and provide relevant booking information to us.

The third party will have its own privacy policy explaining how it uses your information.

Once your personal information is provided to Lofftwen for the purposes of administering your stay, our use of that information is governed by this Privacy Policy.

8. International transfers

Some of the organisations that provide services to us may store or process personal information outside the United Kingdom.

Where personal information is transferred internationally, we require an appropriate mechanism to be in place in accordance with UK data protection law.

Depending on the destination, this may include a UK adequacy regulation or appropriate contractual safeguards.

You may contact us if you would like further information about safeguards applying to a particular international transfer.

9. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including to meet legal, accounting and regulatory requirements.

As a general guide:

• booking and financial records will normally be retained for up to six years after the relevant financial or contractual relationship has ended;

• general enquiries which do not result in a booking will normally be deleted when they are no longer useful, generally within 12 months;

• complaint, accident, damage or dispute records may be retained for an appropriate period having regard to the nature of the matter and any applicable legal limitation period;

• marketing information may be retained for as long as you remain subscribed; and

• where you unsubscribe or object to marketing, we may retain limited information on a suppression list so that we can respect your wishes in future.

We may retain information for longer where reasonably necessary because of an ongoing legal, regulatory, insurance or dispute-related matter.

Where information no longer identifies an individual, we may retain it for statistical or historical purposes.

10. Cookies

Our website uses cookies and similar technologies.

Some cookies are necessary for the website to function correctly.

Other cookies, such as certain analytics or marketing cookies, will only be used where the appropriate permission has been obtained.

You can use the cookie controls provided on our website to manage your preferences.

You can also control cookies through your browser, although blocking some essential cookies may affect how the website functions.

Further information about the cookies used on our website is available through our website's cookie settings or Cookie Policy.

11. Keeping your information secure

We take reasonable technical and organisational measures to protect personal information against unauthorised access, alteration, disclosure, loss or destruction.

Access to personal information is restricted to people and organisations that reasonably need it for the purposes described in this policy.

However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

12. Your rights

Depending on the circumstances and the lawful basis on which we process your information, you may have the right to:

• access the personal information we hold about you;

• correct inaccurate or incomplete information;

• request deletion of your information;

• restrict how we use your information;

• object to certain uses of your information;

• receive certain information in a portable format; and

• withdraw consent where our processing is based on consent.

These rights are subject to certain legal conditions and exemptions.

Your right to object

You have the right to object at any time to our use of your personal information for direct marketing.

If you object to direct marketing, we will stop using your information for that purpose.

You may also have a right to object to other processing which we carry out on the basis of our legitimate interests. If you do so, we will consider your objection and whether there are compelling legitimate grounds for the processing to continue.

To exercise any of your rights, please contact us using the details above.

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

13. Complaints

If you have concerns about the way we use your personal information, we would welcome the opportunity to address them first.

Please contact us using the details at the beginning of this policy.

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

Further information is available at www.ico.org.uk.

14. Links to other websites

Our website may contain links to websites operated by other organisations.

We are not responsible for how those organisations collect or use personal information, and you should refer to their own privacy policies.

15. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our activities, the services we use or applicable law.

The latest version will be published on our website and the date at the top of this policy will show when it was most recently updated.

Material changes may also be brought to your attention in another appropriate way.

16. Contact us

If you have any questions about this Privacy Policy or about the way we use your personal information, please contact:

Lofftwen Ecological Trust
Registered charity number 1182173

Email: bookings@lofftwen.com
Website: www.lofftwen.co.uk