Privacy policy - Hello Hotel

Effective Date: 05/10/2026

Hello Hotel (“we”, “us” or “our”) is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, share and protect your personal information when you visit hellohotels.co.uk, make a booking, stay with us, contact us or otherwise interact with our services.

Who We Are

Hello Hotel is operated by Elle R Leisure Ltd.

Registered address: 2 Castle Street, Manchester, M3 4LZ
Privacy enquiries: privacy@ellerleisure.com

For the purposes of UK data protection law, Elle R Leisure Ltd is the data controller for the personal information described in this policy where we determine how and why that information is processed.

Personal Information We Collect

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

Information You Provide Directly

This may include:

Contact information such as your name, email address, telephone number and postal address
Information relating to your hotel booking or stay
Arrival and departure dates, room requirements and other booking preferences
Dietary requirements and accessibility requests where relevant
Payment and transaction information
Marketing preferences and records of consent
Correspondence with us
Feedback or other information you choose to provide

Hotel Bookings

Online hotel bookings are currently made through HOP, our hotel booking and property management system.

When you follow a booking link from our website, you are taken to HOP’s booking service to search availability and complete your reservation. Information you provide as part of that booking may include your name, contact details, stay dates, room requirements, payment information and other information relevant to your reservation.

Information relating to your booking is made available to us so that we can manage your reservation, provide your stay and communicate with you about your booking.

Information Collected When You Use Our Website

Some technical information is processed when you use our website in order to deliver the site securely and ensure that its essential and functional features operate correctly. This may include information such as your IP address, browser or device information and technical request data.

With your consent, we may also use optional analytics, advertising and similar technologies to collect information about how you use our website. This may include:

Pages viewed
Referring websites or sources
Interactions with the website
Approximate device and browser information
Online identifiers associated with analytics or advertising technologies

Our website currently uses Google Analytics for website analytics. Analytics technologies are not activated through our consent system unless you give the relevant consent.

More information about the technologies currently used on our website is available in our Cookie Policy.

Information We Record Internally

Where appropriate, we may record:

Information relevant to managing your booking or stay
Communications relating to your reservation
Guest preferences or experience notes intended to help us provide an appropriate service on future visits
Information relating to payments, refunds or other transactions

We aim to record only information that is relevant and appropriate for these purposes.

Dietary, Accessibility and Health-Related Information

Information you provide about dietary requirements, allergies or accessibility needs may in some circumstances reveal information about your health.

We only use this information where it is relevant to providing a safe and appropriate service, responding to your request or making reasonable arrangements for your stay. We limit access to this information to those who need it for these purposes and do not use it for unrelated marketing purposes.

CCTV

CCTV may operate in parts of Hello Hotel for the safety and security of our guests, staff, premises and property. Images of you may be captured when you visit.

How We Use Your Information

Depending on your interaction with us, we may use personal information to:

Provide and manage your hotel booking and stay
Process payments, refunds and other transactions
Contact you about your booking or stay
Respond to enquiries and requests
Manage dietary, accessibility and other relevant requirements
Send marketing communications where permitted
Measure and improve our website where you have consented to optional analytics
Measure and improve advertising where you have consented to relevant advertising technologies
Improve and personalise the guest experience where appropriate
Maintain appropriate business, financial and booking records
Prevent fraud and protect our systems
Meet legal and regulatory obligations
Protect our guests, staff, premises and property, including through CCTV where applicable

We may also use aggregated or statistical information to understand and improve our services where that information does not identify individuals.

Legal Basis for Processing

UK data protection law requires us to have a lawful basis for processing personal information. The basis we rely upon depends on why we are using the information.

Consent

We may rely on your consent for:

Optional analytics technologies
Advertising and remarketing technologies where used
Optional website preference technologies where applicable
Marketing communications where consent is the appropriate lawful basis

Where we rely on consent, you can withdraw it at any time.

Website tracking preferences can be changed using Cookie Settings in the footer of our website.

Contract

We may process information where it is necessary to:

provide accommodation or other services you have booked
manage your reservation and stay
process transactions connected with your booking
take steps at your request before entering into a contract, such as responding to a booking enquiry

Legitimate Interests

We may process information where this is necessary for our legitimate business interests and those interests are not overridden by your rights and interests.

Depending on the circumstances, these interests may include:

responding to and managing enquiries
maintaining appropriate guest and booking records
improving our services and guest experience
protecting our business, guests, staff and property
preventing fraud and maintaining the security of our systems
operating CCTV for safety and security where applicable

We do not rely on legitimate interests as a substitute for consent where consent is required for optional cookies or similar tracking technologies.

Legal Obligation

We may process and retain information where necessary to comply with legal obligations, including financial, accounting, tax and other regulatory requirements.

Special Category Information

Where information you provide about health, allergies, dietary requirements or accessibility constitutes special category personal data, we will only process it where an appropriate additional condition under data protection law applies.

This will normally be in connection with information you have chosen to provide so that we can respond to your requirements or provide an appropriate and safe service.

Cookies and Tracking Technologies

Our website uses cookies and similar technologies.

We group these technologies according to their purpose. These may include:

Essential technologies required for the website, security and core services to operate
Functional technologies required to provide services or features you request
Preferences technologies that provide optional website features or remember optional choices
Analytics technologies that help us understand how visitors use our website
Marketing technologies used to measure advertising and support relevant marketing activity

Essential and necessary functional technologies may operate without optional consent where they are required to provide the website or a service you request.

Optional Preferences, Analytics and Marketing technologies are not activated through our consent system unless you give the relevant consent.

When you first visit the website, you can choose whether to accept optional technologies. You can subsequently review or change your choice at any time using the Cookie Settings link in the website footer.

For more information about the technologies currently used on this website, their purposes and categories, please see our Cookie Policy.

Marketing Communications

Where you have asked to receive marketing communications, or where we are otherwise permitted to contact you under applicable law, we may send you information about Hello Hotel, offers and services.

You can unsubscribe from email marketing at any time by using the unsubscribe link included in our marketing emails or by contacting us.

Withdrawing from marketing communications does not prevent us from contacting you where necessary about an existing booking, transaction or stay.

Sharing Your Information

We may share personal information with trusted organisations that help us operate Hello Hotel and provide our services.

Depending on how you interact with us, these may include:

HOP for hotel booking and property management services
Google for website analytics and related services where applicable and where the required consent has been given
Payment providers used to securely process payments
Online travel agents and booking platforms where you make a reservation through those services
Email, communications and marketing service providers where applicable
IT, website, hosting, security and other professional service providers where necessary to operate our business

The role of a third party under data protection law depends on the service being provided. Some organisations process information on our instructions as service providers, while others may act as independent controllers or, in some circumstances, joint controllers for particular processing.

We may also disclose information where required by law, to establish or defend legal rights, to prevent fraud or where necessary to protect our guests, staff, business or property.

We do not sell your personal information.

Third-Party Providers and Their Privacy Policies

Third-party organisations involved in providing our services maintain their own privacy information. This includes HOP, Google, payment providers and any online travel agent or booking platform through which you choose to make a reservation.

Where you leave our website and use a third-party website or booking service, we recommend reviewing the privacy information provided by that organisation.

Their privacy practices and policies may change independently of this policy.

International Transfers

Some of the organisations we use may process or store personal information outside the UK.

Where personal information is transferred internationally, we take steps to ensure that an appropriate mechanism or safeguard required by UK data protection law is in place where necessary. Depending on the destination and provider, this may include applicable UK adequacy regulations or approved contractual safeguards.

You can contact us if you would like further information about safeguards relevant to your personal information.

Data Retention

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including to provide services, manage our relationship with you and meet legal, accounting and regulatory requirements.

Our current retention approach includes:

Hotel booking and guest information: retained for as long as reasonably necessary to manage the booking, provide the stay, maintain appropriate records and deal with subsequent enquiries or claims
Marketing records and preferences: generally up to 2 years after the last recorded interaction, subject to records we may need to retain to honour an opt-out
Guest experience notes: generally up to 2 years after the last stay where there remains a legitimate reason to retain them
CCTV footage: generally up to 31 days where CCTV is operated, unless footage needs to be retained for an investigation, legal claim or other justified purpose
Financial and transaction records: generally up to 7 years where required for accounting, tax or legal purposes

Other booking and operational information is retained according to the nature of the record, the purpose for which it is required and any applicable legal or contractual requirements.

Where appropriate, information may be securely deleted or anonymised when identifiable personal information is no longer required.

We periodically review our retention practices and may update these periods as our systems, legal obligations and operational requirements change.

Your Rights

Depending on the circumstances, UK data protection law gives you rights in relation to your personal information. These may include the right to:

Ask for access to personal information we hold about you
Ask us to correct inaccurate or incomplete information
Ask us to delete personal information in certain circumstances
Ask us to restrict processing in certain circumstances
Object to processing based on legitimate interests in certain circumstances
Withdraw consent at any time where processing is based on consent
Receive certain personal information in a portable format where the right to data portability applies
Complain to the Information Commissioner’s Office

These rights are not absolute and whether a particular right applies will depend on the circumstances and our lawful basis for processing.

To exercise your rights or ask a question about your personal information, contact privacy@ellerleisure.com.

You also have the right to raise a concern with the UK’s data protection regulator, the Information Commissioner’s Office (ICO). Information about making a complaint is available from the Information Commissioner’s Office.

Security

We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, alteration, disclosure, loss or misuse.

Access to personal information is restricted where appropriate to staff and service providers who need it for their work.

No method of transmitting or storing information can be guaranteed to be completely secure. We therefore regularly review the measures used to protect the information we hold.

Children and Family Bookings

Our accommodation may be used by families with children. Bookings are generally made by an adult.

Information about a child may sometimes be provided to us as part of a family booking or request, for example their name, age, dietary requirements or accessibility needs.

We ask that only information necessary for the relevant booking or stay is provided. We do not knowingly use children’s personal information for unrelated direct marketing purposes.

Links to Other Websites

Our website may contain links to websites or services operated by other organisations, including our external hotel booking service.

When you follow a link to another website, that organisation is responsible for its own website and privacy practices. We recommend reviewing the privacy information provided by the relevant organisation before providing personal information.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes to our services, systems, providers or legal obligations.

The effective date at the top of this page shows when the policy was last substantially updated.

Contact Us

For questions about this Privacy Policy, your personal information or your data protection rights, please contact:

Hello Hotel / Elle R Leisure Ltd
Email: privacy@ellerleisure.com
Post: 2 Castle Street, Manchester, M3 4LZ