Privacy Policy
Last updated: [08/05/2026]
1. Who we are
This website and the related booking, service-booking and checkout journeys are operated by Craggantoul Ltd trading as Loch Tay Lodges. For data protection purposes, Craggantoul Ltd is the data controller for the personal data described in this policy.
• Craggantoul Ltd
• Hatton Grange, Dunkeld, PH8 0ET
• Email: cd@crearehomes.co.uk
• Phone: 01786 232192
2. What this policy covers
This policy explains how we collect, use, store and share personal information when you use lochtaylodges.com, book.lochtaylodges.com, our enquiry forms, our booking tools, our add-on checkout pages, and any related communications.
3. The personal information we collect
Depending on how you use the website, we may collect the following categories of information:
• Website and device information such as IP address, browser type, device type, pages viewed, referring page, date/time of visits, cookie identifiers and interaction events.
• Enquiry information you send through Contact Form 7, including your name, email address, phone number, the contents of your message, and any other information you choose to submit.
• Consent records captured through Contact Form 7 and the Contact Form 7 Database plugin, including GDPR consent wording, timestamps or related form records where stored.
• Accommodation booking information processed through Hostaway, such as guest details, stay dates, number of guests, property selected, booking values, coupon details, reservation references and booking communications.
• Third-party service booking information processed through BookingPress, such as customer details, booking dates/times, service details, notes and related account information if applicable.
• On-premises add-on purchase information processed through WooCommerce, such as billing details, order contents, payment status, totals and customer account details where relevant.
• Marketing contact information held in Mailchimp where you have subscribed or have otherwise given valid marketing consent.
4. How we collect your information
We collect personal information directly from you when you submit forms, enquire, book accommodation, book services or buy add-ons. We also collect technical and interaction data automatically through cookies and similar technologies, subject to your consent choices where required.
5. How we use your information
We use personal data for the following purposes and on the following lawful bases:
• To respond to enquiries and pre-booking questions (legitimate interests and, where relevant, steps at your request before entering into a contract).
• To process and manage accommodation bookings, including confirmations, amendments, cancellations
and guest communications (contract).
• To process third-party service bookings made through BookingPress (contract).
• To process purchases of on-premises add-ons through WooCommerce (contract).
• To take payment and manage refunds, chargebacks, accounting and tax records (contract and legal obligation).
• To operate, secure, maintain and improve our websites, booking journeys and customer experience (legitimate interests, and consent where required for non-essential cookies/analytics).
• To send marketing emails through Mailchimp where you have opted in or where another lawful basis applies (consent and, where applicable, legitimate interests in line with marketing law).
• To establish, exercise or defend legal claims, and to comply with legal or regulatory requirements (legal obligation and legitimate interests).
6. Cookies, analytics and consent
We use cookies and similar technologies on lochtaylodges.com and book.lochtaylodges.com. Some are strictly necessary. Others are used for analytics and measurement, and are only used where the relevant consent has been given. We use Google Analytics and Google Tag Manager on the main site and a matching GA4 setup on the Hostaway booking site to understand how visitors use the website and move through the booking journey.
7. Third-party systems and service providers
We share personal data only where necessary and only with relevant service providers and platforms, including:
• Hostaway, which powers the booking website and stores accommodation booking / guest records.
• BookingPress, which processes third-party service bookings.
• WooCommerce, which processes on-premises add-on orders.
• Contact Form 7 and the Contact Form 7 Database plugin, which receive and store enquiry form submissions and related consent capture on the website.
• Mailchimp, which stores and manages marketing contacts and sends marketing emails where valid consent or another lawful basis applies.
• Stripe, PayPal Business and Opayo/Sage, which process payments or payment authorisations where selected at checkout or booking.
• Website hosting, technical support and professional advisers where required.
8. International transfers
Some of our service providers may process personal data outside the UK. Where this happens, we will rely on lawful transfer mechanisms and appropriate safeguards.
9. How long we keep your information
We keep personal data only for as long as necessary for the purposes we collected it for, including to provide services, manage bookings and orders, communicate with customers, maintain business records, and comply with legal, tax and accounting obligations. Our standard retention periods are:
• Website enquiries submitted through Contact Form 7 and stored in our contact form database are normally kept for 12 months after the last meaningful contact, unless they lead to a booking, service booking, purchase or another ongoing customer relationship.
• Marketing contacts held in Mailchimp are kept until a person unsubscribes, withdraws consent, objects to marketing, or is removed after a period of inactivity, subject to periodic review. We may keep a minimal
suppression record so we can respect opt-out requests in future.
• Accommodation booking and guest records held in Hostaway are normally kept for 6 years from the end of the company financial year to which they relate, and longer where required for complaints, disputes, chargebacks or legal claims.
• Third-party service booking records held through BookingPress are normally kept for 6 years from the end of the company financial year where they form part of our service and accounting records. Enquiry-only or abandoned service-booking records may be kept for a shorter period, normally 12 months after the last activity.
• WooCommerce order records for on-premises add-ons are normally kept for 6 years from the end of the company financial year to which they relate.
• Analytics and cookie-consent records are kept according to our analytics, consent and site-management settings and are reviewed periodically so they are not kept for longer than necessary.
10. Your rights
Depending on the circumstances, you may have rights to access, correct, erase, restrict, object to, or request portability of your personal data, and to withdraw consent where consent is the basis of processing.
11. Complaints
If you are unhappy with how we handle your personal data, please contact us first. You also have the right to complain to the Information Commissioner’s Office.
12. Contact us
If you have questions about this policy or how we use your personal data, contact Craggantoul Ltd at cd@crearehomes.co.uk or 01786 232192.