Privacy Statement

Last reviewed: 30 July 2026

This Privacy Statement explains how Carraw Farm – Self Catering Accommodation collects, uses and protects personal information when you use our website, make an enquiry, make a booking, stay with us, sign up to receive updates, use our guest facilities, or contact us.

We aim to handle personal information clearly, carefully and responsibly.

Who we are

This website is operated by Carraw Farm – Self Catering Accommodation.

Our legal name with HMRC is Carraw Bed and Breakfast. Our trading name is Carraw Farm – Self Catering Accommodation.

The business is operated as a partnership.

For privacy questions or data protection complaints, please contact:

Kevin or Leah Vigars
Email: relax@carraw.co.uk

We have completed the ICO data protection fee self-assessment:

Registration Reference: ZC198620

For the purposes of data protection law, Carraw Farm – Self Catering Accommodation is the data controller for the personal information we collect and use directly.

What personal information we collect

Depending on how you contact us, book with us or stay with us, we may collect and use:

• your name;
• your email address;
• your phone number;
• your address;
• enquiry details;
• booking dates and stay details;
• property or accommodation details;
• number of guests;
• room or property configuration;
• booking date;
• payment status and limited payment reference information;
• dietary, accessibility, mobility or special requirement information where provided;
• marketing preference information if you choose to opt in;
• guest correspondence;
• website usage information where cookies or analytics tools are used.

We do not intentionally collect more personal information than we need.

How we collect personal information

We may collect personal information when you:

• contact us by email or phone;
• make an enquiry;
• make a booking through our online booking system;
• book through a third-party platform such as Booking.com, Airbnb or VRBO;
• make a payment;
• stay at Carraw Farm;
• sign up to receive special offers or late availability updates;
• use our guest Wi-Fi;
• use the EV charging facilities;
• use our website.

How we use personal information

We use personal information to:

• respond to enquiries;
• create and manage bookings;
• communicate with guests before, during and after a stay;
• process deposits, balances and other payments;
• keep booking and accounting records;
• manage dietary, accessibility, mobility or special requirement information where provided;
• manage marketing preferences where guests have opted in;
• respond to questions, requests or complaints;
• maintain and improve our website;
• comply with legal, tax, accounting and business record requirements.

Our lawful bases for using personal information

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

These may include:

Contract
We use personal information where it is needed to respond to booking requests, manage bookings and provide accommodation.

Legitimate interests
We may use personal information where it is reasonably necessary for running the business, responding to enquiries, keeping appropriate records, managing guest communication, maintaining our website and improving our services.

Legal obligation
We may need to keep certain information for accounting, tax, legal, insurance or regulatory purposes.

Consent
Where required, we rely on consent for optional activities such as marketing emails and non-essential cookies or analytics cookies.

Enquiries and guest correspondence

Guests may contact us by email or phone.

If an enquiry is made by email or phone, we may collect the guest’s name, email address and phone number so that an enquiry can be generated in our property management system.

We keep enquiry emails in our inbox. Enquiries that do not turn into bookings are usually kept for up to one year and are reviewed/cleared at the end of the financial year.

Booking-related emails may be kept for up to seven years for HMRC, accounting and business record purposes.

Access to the email account used for guest enquiries is limited to Kevin and Leah Vigars.

We do not currently use WhatsApp, SMS, Facebook Messenger or other messaging platforms to communicate with guests.

Bookings

Bookings are completed online through our property management and booking system, including where the initial enquiry has come by phone or email.

We also receive bookings through third-party platforms including Booking.com, Airbnb and VRBO.

If you book through a third-party platform, your personal information will also be handled by that platform in line with its own privacy information and terms.

Confirmed booking records are stored in our property management system. We may also keep limited booking information in a paper diary and in our accounts system.

Our paper diary may include details such as the guest surname, number of people, number of nights, room or property configuration and booking date.

Paper booking copies are destroyed approximately one month after the guest’s stay, where they are no longer needed. Records kept with accounts may be retained for up to seven years for HMRC, accounting and business record purposes.

Payments

Deposits and balances are usually paid online by credit or debit card.

Guests may also have the option to pay by PayPal. Bank transfer may be offered in some circumstances, although card payment is preferred.

We do not collect or store card/payment details ourselves. Card payments are processed securely through Opayo Gateway.

Payment records may be recorded in our accounts system. These records may include the guest surname, card type and the last four digits as a payment reference. Payments may also appear in bank statements as an Elavon deposit.

Opayo Gateway may collect names and addresses for payment verification purposes and may keep payment details live for up to 90 days where repeat payments are needed, for example where a deposit and balance payment are taken separately.

We may retain payment and accounting records for as long as required for accounting, tax, legal, insurance or business record purposes.

Guest records

We do not keep a separate guest spreadsheet or guest list outside our booking system.

We keep a paper diary in the office. This may include limited booking information such as guest surname, number of people, number of nights, room or property configuration and booking date.

The office is locked when unattended. Access to guest records is limited to Kevin and Leah Vigars, and to our accountant where required.

Records kept with the accounts may be retained for up to seven years.

Marketing and preferred guest list

Our website may give guests the option to become a preferred guest or receive special offers and late availability updates.

We sometimes send marketing emails when time allows.

Guests can opt in by ticking the relevant box when making a booking.

We use Mailchimp to manage marketing emails.

We do not manually add past guests to the mailing list and we do not upload guest lists to Facebook/Meta, Google Ads or other advertising platforms.

Guests can unsubscribe by contacting us. Where marketing emails are sent through Mailchimp, unsubscribe options should also be provided through the email itself.

Sharing personal information

We do not routinely share guest information with cleaners, housekeepers, maintenance people, local suppliers, activity providers or taxi/transport providers.

Our accountant may see limited information entered into the accountancy records or diary where required. This may include guest surname, card type, last four digits used as a payment reference, number of people, number of nights, room or property configuration and booking date.

We only share the minimum information needed.

We may also share personal information with trusted third-party service providers involved in operating the business, including:

• our property management and booking system provider;
• Booking.com, Airbnb or VRBO where guests book through those platforms;
• Opayo Gateway for card payment processing;
• PayPal where PayPal is used;
• Elavon where relevant to payment processing;
• Mailchimp where guests opt in to marketing emails;
• Fuuse where guests use the EV charging facilities;
• website hosting and website support providers;
• professional advisers such as accountants;
• legal, regulatory or public authorities where required by law.

We do not sell guest information.

CCTV

We do not currently have CCTV at the property.

If CCTV is introduced in future, this Privacy Statement will be updated and appropriate signage will be displayed.

Guest Wi-Fi

We provide guest Wi-Fi.

We do not collect guest names, email addresses, device details or usage logs through the Wi-Fi/router/provider.

If the Wi-Fi setup changes in future and begins collecting guest personal information, this Privacy Statement will be updated.

EV charging

EV charging is available at the property.

The EV charging setup is currently managed by a third-party provider, Fuuse. Fuuse may collect or process guest details, payment details, vehicle information or usage records in connection with EV charging.

Where guests use the EV charging facilities, Fuuse may handle personal information in line with its own privacy information and terms.

Vehicle registrations, dietary, accessibility and special requirement information

We do not collect vehicle registrations.

We may collect dietary, accessibility, mobility or special requirement information where this is provided by guests and is needed to help manage their stay.

This information is only used for the purpose for which it was provided and is not kept for longer than reasonably needed, unless it forms part of a booking or business record that needs to be retained.

Cookies and website analytics

Our website may use cookies and similar technologies.

Some cookies are necessary for the website to work properly. Others may help us understand how visitors use the website, for example through analytics tools such as Google Analytics.

Where required, non-essential cookies should only be used with your consent.

Google Search Console may also be used to help understand how the website appears in Google search results.

Please see our Cookie Policy for more information about cookies and how to manage your choices.

How long we keep personal information

We only keep personal information for as long as reasonably needed.

As a general guide:

• enquiry emails that do not turn into bookings are usually kept for up to one year;
• booking-related emails may be kept for up to seven years for HMRC, accounting and business record purposes;
• paper booking copies are destroyed approximately one month after the guest’s stay, where no longer needed;
• paper diary/accounting records may be kept for up to seven years;
• payment/accounting records may be kept for as long as required for accounting, tax, legal, insurance or business purposes;
• marketing records are kept while a guest remains subscribed or until they ask to unsubscribe;
• EV charging records may be handled by Fuuse in line with its own retention arrangements;
• website analytics information, where used, is retained according to the settings used within the relevant analytics platform.

When personal information is no longer needed, we will delete it, securely dispose of it or anonymise it where appropriate.

How we protect personal information

We take reasonable steps to protect personal information from loss, misuse, unauthorised access or disclosure.

This includes limiting access to guest information, using secure systems where available, avoiding unnecessary data collection, keeping office records secure, and using trusted third-party systems for bookings and payments.

Your data protection rights

Depending on the circumstances, you may have rights over your personal information, including the right to:

• be informed about how your personal information is used;
• ask for a copy of personal information held about you;
• ask for inaccurate information to be corrected;
• ask for information to be deleted in certain circumstances;
• ask us to restrict how we use your information;
• object to certain uses of your information;
• withdraw consent where we rely on consent;
• complain about how your information has been handled.

To make a request, please contact:

relax@carraw.co.uk

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

Privacy questions and complaints

If you have any questions or concerns about how your personal information is handled, please contact:

Kevin or Leah Vigars
Email: relax@carraw.co.uk

If you make a data protection complaint, we will acknowledge it within 30 days, look into the issue, keep you informed where appropriate, and provide an outcome without undue delay.

You also have the right to raise a concern with the Information Commissioner’s Office.

Changes to this Privacy Statement

We may update this Privacy Statement from time to time if our website, booking process, business practices or legal requirements change.

The latest version will be published on this website.