Last updated: 14 May 2026
## 1. Who we are
This booking website is operated for Craggantoul Ltd. Craggantoul Ltd is a company registered in Scotland under company number SC600591. Its registered office is Hatton Grange, Lower Hatton, Dunkeld, Perthshire, Scotland, PH8 0ET. The Craggantoul accommodation is located at Craggantoul Estate, Loch Tay, Perthshire, Scotland, PH15 2PB.
For data protection purposes, Craggantoul Ltd is the data controller for personal information collected through this booking website, unless another controller is clearly identified in relation to a specific listing, service or booking.
Privacy contact: legal@lochtaylodges.com
Booking enquiries: booking@lochtaylodges.com
Telephone: +44 (0)1786 232192
## 2. What this Privacy Statement covers
This Privacy Statement explains how we collect, use, store and share personal information when you use the Craggantoul booking website at craggantoul.co.uk, make or manage an accommodation booking, send us an enquiry, communicate with us about a stay, or use the related booking and payment tools.
This statement should be read alongside the main Craggantoul Privacy Policy and Cookie Policy on craggantoul.co.uk.
## 3. Hostaway's role
Our booking website is powered by Hostaway. Hostaway provides the booking platform and related tools that allow us to display accommodation, manage availability, process reservations and communicate with guests.
For guest bookings made through this booking website, Hostaway acts mainly as a service provider / processor on our behalf. Hostaway is not the accommodation provider and is not a party to your booking contract with us.
Hostaway may also process some personal data as an independent controller for limited purposes connected with operating, securing and improving its own platform, complying with its legal obligations, and enforcing its own terms. Hostaway's own privacy information is available on Hostaway's website.
## 4. Personal information we collect
Depending on how you use the booking website, we may collect and process the following information:
* **Booking and guest details:** name, email address, phone number, address, guest numbers, stay dates, property selected, booking reference, booking value, special requests, coupon or discount information, and messages relating to the booking.
* **Payment and transaction information:** payment status, payment method, transaction reference, refund information, deposit or balance information, chargeback information, and limited card information where supplied by the payment processor. We do not normally receive or store full card numbers.
* **Identity, safety and compliance information:** information reasonably needed to verify a booking, manage guest access, comply with legal obligations, investigate incidents, deal with damage, or protect the safety of guests, staff, property and the estate.
* **Communications:** emails, messages, call notes, enquiry details, amendment requests, cancellation requests, complaints, feedback and other communications with us or with the management company acting on our behalf.
* **Website and device information:** IP address, browser type, device type, operating system, pages viewed, date and time of visit, referring page, interaction data, booking journey events, cookie identifiers and similar technical information.
* **Marketing information:** marketing preferences and subscription status where you have opted in to receive marketing communications or where marketing is otherwise permitted by law.
## 5. How we collect your information
We collect personal information directly from you when you search, enquire, book, pay, send a message, amend a booking, cancel a booking or contact us. We also collect information automatically when you use the booking website through cookies, analytics and similar technologies. We may receive information from Hostaway, connected booking tools, payment processors, third-party booking channels, messaging tools, guest-management tools and the management company acting on our behalf.
## 6. How we use your information
We use your personal information to respond to enquiries, process and manage bookings, take and manage payment, provide guest support, communicate before and during your stay, handle amendments and cancellations, deal with complaints, protect our property and guests, prevent fraud, manage damage or misconduct, comply with accounting and legal obligations, improve the booking journey, troubleshoot errors, measure website performance and send marketing where permitted.
## 7. Our lawful bases
We rely on the following lawful bases under UK data protection law:
* **Contract:** where processing is needed to take steps at your request before a booking or to perform the booking contract.
* **Legal obligation:** where we need to keep records or provide information to comply with accounting, tax, legal, regulatory or other legal requirements.
* **Legitimate interests:** where processing is necessary for our legitimate business interests, such as responding to enquiries, managing bookings, improving services, preventing fraud, protecting property, handling complaints, securing systems, and establishing or defending legal claims.
* **Consent:** where we rely on consent for optional marketing emails, non-essential cookies, analytics or other processing that requires consent. You can withdraw consent at any time.
## 8. Cookies and analytics
The booking website uses cookies and similar technologies. Some cookies are strictly necessary for the booking website to work, including cookies used for security, session handling, booking continuity and checkout functionality.
We may also use analytics and measurement tools, including Google Analytics or similar tools, to understand how visitors use the booking website and how they move through the booking journey. Non-essential cookies and analytics tools are used only where the relevant consent has been given.
You can manage cookie preferences through the cookie controls available on the booking website or through your browser settings. Blocking strictly necessary cookies may prevent parts of the booking website or checkout process from working properly.
## 9. Who we share information with
We share personal information only where necessary and appropriate. This may include sharing information with Hostaway, payment processors, the property management company or staff acting on our behalf, cleaning and maintenance contractors, housekeeping and guest support teams, email and hosting providers, analytics providers, IT support providers, professional advisers, insurers, banks, accountants, law enforcement, regulators, courts or other authorities where required by law or where necessary to protect our legal rights.
## 10. International transfers
Some service providers, including technology providers, may process personal information outside the United Kingdom. Where this happens, we rely on appropriate safeguards required by data protection law, such as adequacy regulations, approved contractual clauses, or other lawful transfer mechanisms.
## 11. How long we keep your information
We keep personal information only for as long as necessary for the purposes for which it was collected.
As a general guide, enquiry records are normally kept for up to 12 months after the last meaningful contact unless they lead to a booking or ongoing customer relationship. Booking, guest, payment and accounting records are normally kept for up to 6 years from the end of the relevant financial year unless a longer period is needed for disputes, insurance, tax, accounting, complaints, chargebacks or legal claims. Marketing records are kept until you unsubscribe, withdraw consent, object to marketing, or are removed after a period of inactivity. Cookie and analytics data are kept according to the settings of the relevant analytics, cookie and consent tools.
## 12. Your rights
Depending on the circumstances, you may have the right to ask for access to your personal information, ask us to correct inaccurate information, ask us to delete information, ask us to restrict how we use information, object to certain processing, request data portability, and withdraw consent where processing is based on consent.
These rights are not absolute and may depend on the circumstances. For example, we may need to keep certain booking, payment or legal records even if you ask us to delete them.
## 13. Complaints
Please contact us first if you are unhappy with how we handle your personal information. You also have the right to complain to the UK Information Commissioner's Office.
## 14. Contact us
Craggantoul Ltd
Hatton Grange, Lower Hatton, Dunkeld, Perthshire, Scotland, PH8 0ET
Email: legal@lochtaylodges.com
Booking email: booking@lochtaylodges.com
Telephone: +44 (0)1786 232192