View our Cookie and Privacy Policies

Last reviewed: 15 July 2026

This Privacy Policy explains how Mill House collects, uses and protects personal information when you use our website, make an enquiry, make a booking, stay with us, or contact us.

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

Who we are

## Who we are

This website is operated by Mill House.

Mill House is operated as a sole trader business.

For privacy questions or data protection complaints, please contact:

Email: m.mertens@btinternet.com

Mill House is registered with the Information Commissioner’s Office (ICO) under registration reference: 00014793662.

For the purposes of data protection law, Mill House is the data controller for the personal information we collect and use directly.

What personal information we collect

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

• Your name
• Your email address
• Your phone number
• Your postal address, where provided
• Your enquiry details
• Your booking dates
• Details about your stay
• Booking correspondence
• Payment status and payment method
• Information needed to manage your booking
• CCTV images, where captured by our security cameras
• 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:

• Send an enquiry through the website contact form
• Contact us directly by email or phone
• Make a booking through our website booking system
• Make a booking manually by email or phone
• Book through Booking.com
• Make a payment
• Stay at the property
• Are captured by CCTV cameras at the front or back of the property
• Use our website

How we use your personal information

We use personal information to:

• Respond to enquiries
• Provide information about Mill House
• Manage bookings
• Communicate with guests before, during and after a stay
• Record confirmed bookings
• Manage payments and payment records
• Keep appropriate business and booking records
• Help keep the property safe and secure
• Respond to privacy questions, complaints or legal requests
• Maintain and improve the website

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, managing guest communication, keeping appropriate records, operating CCTV for security, and maintaining the website.

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 non-essential cookies or analytics cookies. You can manage cookie choices through the website cookie banner, where available.

Website enquiries and direct contact

When you contact us through the website contact form, by email, or by phone, we may collect information such as your name, contact details and enquiry details.

We use this information to respond to your enquiry and provide information about Mill House.

Guest enquiry emails may be kept in our email inbox. Access to the guest enquiry email account is limited to the business owner.

Enquiries from people who do not go on to book are not kept for longer than necessary and are deleted or cleared when no longer needed.

Bookings

Guests may book through our website booking system, by contacting us directly by email or phone, or through Booking.com.

When you make a booking, we may collect and use information such as your name, contact details, booking dates, stay details, correspondence and payment status.

Some booking details may be copied manually into a paper diary so bookings can be managed.

We keep booking records and diaries as business records. These may be retained for as long as reasonably needed for booking management, accounting, tax, legal, insurance or business record purposes.

Booking.com

If you book through Booking.com, your personal information will also be processed by Booking.com in line with its own privacy information and terms.

We receive the booking information needed to manage your stay.

Please refer to Booking.com’s own privacy information for details of how Booking.com processes personal information.

Payments

The website may offer or refer to payment by bank transfer, cash or Stripe.

Where payments are made by bank transfer, payment information may appear in bank records and related business records.

Where payments are made by Stripe, payment information is processed securely by Stripe in line with its own privacy and security arrangements.

Mill House does not collect or store card details directly.

Payment and accounting records may be kept for as long as needed for accounting, tax, legal, insurance or business purposes.

Guest records

We do not currently keep a separate guest spreadsheet or digital guest list outside the booking system and manual booking diary.

Confirmed booking information may be recorded manually in a diary for booking management purposes.

Access to these records is limited to the business owner.

Marketing

We do not currently send marketing emails or newsletters to past guests.

We do not upload guest lists to Facebook/Meta, Google Ads or other advertising platforms.

If this changes in future, this Privacy Policy will be updated and appropriate opt-in and unsubscribe processes will be put in place.

Guest photos and videos

We do not currently use guest photos or videos on the website, social media, printed marketing or adverts.

If this changes in future, we will ask for appropriate permission before using identifiable guest images or videos.

Sharing guest information

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

We may share personal information where necessary with trusted third-party service providers involved in operating the business, such as:

• Booking.com, where you book through that platform
• Stripe, where payments are made through Stripe
• Website hosting and website support providers
• Professional advisers, such as accountants, where required
• Legal, regulatory or public authorities where required by law

We do not sell guest information.

CCTV

CCTV is used at the property for security and safety purposes.

Cameras are located at the front and back of the house.

CCTV footage is usually kept for approximately 4 weeks, unless there is a specific reason to keep it for longer, such as investigating an incident, dealing with a security matter, or responding to a legal or insurance issue.

Access to CCTV footage is limited and footage will only be used where necessary.

Guest Wi-Fi

Guest Wi-Fi is provided at the property.

We understand that the Wi-Fi/router setup does not collect guest names, email addresses, device details or usage logs.

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

Vehicle registrations, dietary and special requirement information

We do not routinely collect vehicle registration details.

We do not routinely collect dietary, accessibility or special requirement information from guests.

If you choose to provide special requirement information to us, we will only use it where needed to help manage your enquiry or stay.

Cookies and 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 or support website features.

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

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 from people who do not book are not kept for longer than necessary.
– Confirmed booking records and manual diaries may be kept as business records.
– Payment and accounting records may be kept for as long as needed for accounting, tax, legal, insurance or business purposes.
– CCTV footage is usually kept for approximately 4 weeks, unless needed for a specific security, legal, insurance or incident-related reason.
– 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, keeping booking records secure, and avoiding the collection of unnecessary information.

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:

m.mertens@btinternet.com

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 us at:

m.mertens@btinternet.com

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 Policy

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

The latest version will be published on this website.