Privacy Policy

HotelREZ Limited, trading as Best Loved Hotels (“We”) are committed to protecting the privacy of our users. The following, together with our Terms of Use, outline our privacy and data protection policy. HotelREZ respects your privacy and is committed to protecting your personal information. This privacy notice will inform you as to how we look after your personal information and tell you about your privacy rights and how the law protects you.


Who we are
We are HotelREZ Limited and our registered office is at Unit 4.3 Trentside Business Village, Farndon Road, Newark, Nottinghamshire, NG24 4XB, U.K.
We can be contacted at the above address or at the following email address: [email protected]


For the purposes of applicable data protection legislation, where we process your personal information on our own behalf, we are the data controller and where we process your personal information on behalf of a hotel, we are the data processor. This is explained in more detail below.


Applicability of this Policy
This Privacy Policy details our commitment to protecting the privacy of individuals who visit our Websites, who make bookings on our Websites or register to access information, products and services which we provide. For the purposes of this Policy, the term, “Websites”, shall refer collectively to, as well as the other websites that HotelREZ operates and that link to this Policy.
Any websites you access via our Websites may have different privacy policies and are not subject to this privacy policy. We recommend that you read the privacy statement of each such website to find out how they protect your personal information.

Please note that where you make a booking on our Website, we are collecting your personal information on behalf of the hotel with whom you make the booking so their privacy policy, not ours, will determine how your personal information is protected. We have included a small section at the end of this policy describing how we are generally permitted to process the personal information which is collected in this way (but please bear in mind that this is general guidance only).


Personal information collected and/or processed on our own behalf
We ask for and may collect personal information from you when you submit web forms on our Websites or as you use interactive features of the Websites, including participation in surveys, contests, promotions, downloading documents, requesting customer support, registering for events or otherwise communicating with us.

This will include:
• personal information about you which we ask you for (e.g. your name, address, and email address) when you register to receive a newsletter or download further content or enquire about one of our products and services or when you use a Website generally;
• personal information in any surveys which you complete for us;
• details of your use of the Websites.
It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes during your relationship with us.


Use of data
We may use this information to:
• provide any service offered by us which you choose to use;
• pre-complete forms and other details on our Website to make your next visit to our Website easier (eg when amending or cancelling a booking);
• personalise the content and advertising you will see on our website based on your personal characteristics or preferences;
• notify you of our promotions, relevant new products and services;
• notify you of promotions from members of our group which may be of interest to you (if you opt in to receiving such information);
• send you newsletters informing you about our offers on independent hotels (if you have registered to receive a newsletter);
• personalise your access to our Website (where you have registered on our Website);
• ensure, as far as is practical, that our Website is compatible with the browsers and operating systems used by most of our visitors;
• contact you from time to time to ask for your opinion and suggestions on the services we are offering.

Our legal basis for collecting and using the personal information will depend on the personal information concerned and the specific context in which we collect it. However, we will normally collect personal information from you on our own behalf (where we are data controller) only where: (a) where we need the personal information to perform a contract with you (e.g. to deliver the services you have requested), (b) where we need to comply with a legal or regulatory obligation or (c) in most cases, where the processing is in our or a third party’s legitimate interests (and not overridden by your data protection interests or fundamental rights and freedoms).

Generally we do not rely on consent as a legal basis for processing your personal information other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.


Change of Purpose
We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal information without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.


A cookie is a small file which is placed on the user’s hard drive during a visit. This file allows the user to move quickly and easily around our website. It is used to identify returning users and to identify subscribers and registrants (a registrant – and subscriber – will have the cookie linked to their e-mail address as a way of identifying them). This means that if you are a registrant or subscriber, you will not have to login each time you visit.
We and our authorized partners may use cookies and other information gathering technologies for a variety of purposes. These technologies may provide us with personal information, information about devices and networks you utilize to access our Websites, and other information regarding your interactions with our Websites.
You can delete cookies from your hard drive at any time. Bear in mind, though, that if you delete these cookies, any settings such as your stored username and password will have to be reset when you log in again.
You can view all cookies currently in use on our site and turn them off and on by clicking on the banner below Cookie Settings

As is true with most websites and services delivered over the Internet, we gather certain information and store it in log files when you interact with our Websites and services. This information includes internet protocol (IP) addresses as well as browser type, internet service provider, URLs of referring/exit pages, operating system, date/time stamp, information you search for, locale and language preferences, your mobile carrier, and system configuration information. Occasionally, we connect personal information to information gathered in our log files as necessary to improve our Websites and Services. In such a case, we would treat the combined information in accordance with this Policy.

We collect analytics information when you use the Websites to help us improve them. We may also share anonymous data about your actions on our Websites with third-party service providers of analytics services.

We use Google Analytics and other Google services that place cookies on a browser across the Websites. These cookies help us increase the Website’s effectiveness for our visitors. These cookies are set and read by Google. We use data from Google Analytics Demographics, Interest Reporting and 3rd party audience data to help us understand how people find and use our site.

To opt out of Google tracking, please visit this page You can also turn off cookies related to tracking by visiting the Cookie Settings link above.

Social Media Widgets:
The Websites include social media features, such as the Facebook Like button, and widgets, such as the Share This button or interactive mini-programs that run on our Websites. These features may collect your Internet protocol address, which page you are visiting on the Websites, and may set a cookie to enable the feature to function properly. Social media features and widgets are either hosted by a third party or hosted directly on the Websites. Your interactions with these features are governed by the privacy statement of the companies that provide them.You can turn off cookies related to Social Media widgets by visiting the Cookie Settings link above.

We use reputable third party systems to deliver the e-mails you will receive from our Website if you subscribe to our e-mail newsletters or have chosen to receive information about products and offers. These third party systems use unique identifiers and invisible images (often called “pixel tags” or “clear GIFs”) to perform message open sensing, message format sensing, and click-through sensing on our behalf in order to bring you more relevant information.


How Long We Retain Your Personal Information
We will retain your personal information for as long as is needed to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law (such as tax, accounting or other legal requirements). When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize it, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.
For personal information that we process on behalf of our hotels, we will retain such personal information in accordance with the terms of our agreement with them, subject to applicable law.


Disclosure of personal information
Where we are the data controller, we will ensure that any disclosure is permitted by applicable data protection laws. We may employ the services of a third party to help us in certain areas such as the provision of a booking engine, website hosting, credit card processing and email delivery. In some cases the third parties may receive your information.
We will require all third parties to respect the security of your personal information and to treat it in accordance with the law. We do not allow our third party service providers to use your personal information for their own purposes and only permit them to process your personal information for specified purposes and in accordance with our instructions.
We will also disclose your information if we are under a duty to disclose or share your personal information in order to comply with any legal obligation, or in order to enforce or apply our terms of use, or to protect the rights, property, or safety of HotelREZ Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
Where we are data processor, any disclosure will be in accordance with the data controller/hotel’s instructions.


Your rights
Where we rely on your consent to process the personal information, you have the right to withdraw or decline your consent at any time. All emails we send will carry a link to unsubscribe. Alternatively you can email us at [email protected] can also exercise the following rights as laid out by the applicable data protection legislation:

Right of access: you have the right to request access to your personal information (commonly known as a “data subject access request”). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.

Right to Request correction: you have the right to request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Right of erasure: In certain circumstances, you may have a broader right to erasure of personal information that we hold about you – for example, if it is no longer necessary in relation to the purposes for which it was originally collected. Please note, however, that we may need to retain certain information for record keeping purposes, to complete transactions or to comply with our legal obligations.

Right to object to processing: you may have the right to request that HotelREZ stop processing your personal information and/or to stop sending you marketing communications.

Right to restrict processing: you may have the right to request that we restrict processing of your personal information in certain circumstances (for example, where you believe that the personal information we hold about you is inaccurate or unlawfully held).

Right to data portability: In certain circumstances, you may have the right to be provided with your personal information in a structured, machine readable and commonly used format and to request that we transfer the personal information to another data controller without hindrance.

If you would like to exercise such rights, please contact us by emailing [email protected] You can also view our policy for Response Procedures for Data Subject Requests, which can be found here. We will consider your request in accordance with applicable laws. To protect your privacy and security, we may take steps to verify your identity before complying with the request.

You also have the right to complain to a data protection authority about our collection and use of your personal information. For more information, please contact your local data protection authority. A list of contact details for the EU data protection authorities is available here
No fee usually required