City Superhost Ltd ("City Superhost", "we", "us") is the data controller for the personal information we handle in running our business: enquiries through this website (www.citysuperhost.com), guests who book and stay in the properties we manage, including bookings through our direct booking site (stay.citysuperhost.com), and property owners who appoint us. We are committed to protecting your privacy and handling your data transparently. City Superhost Ltd is registered in England and Wales, company number 12334037. Our registered office is 180-182 Ashley Road, Hale, Altrincham WA15 9SF, United Kingdom.
What we collect
- Enquiry details, when you submit a form, WhatsApp us, call, or book a call through Calendly, we collect the information you provide: name, email address, phone number, property postcode and details, and your message. We also record how you found us (your answer to that question, the website you came from and any campaign tags in the link), so we can see which of our marketing works.
- Guest booking details, if you book a stay: your name, email address, phone number, booking dates and payment details. Card payments are handled by our payment providers and the booking platforms; we do not store full card numbers.
- Guest verification details, before check-in we ask every guest to complete a short verification: photo ID, a selfie matched against that ID, your age, the reason for your stay and the names of everyone in your party.
- Owner details, if you appoint us to manage your property: your name and contact details, property address, ownership and compliance documents, the information needed to pay you (including bank details), and the records of bookings, income and expenses for your property.
- Usage data, anonymous analytics about how visitors use the site (pages viewed, device type, approximate location), collected via cookies and similar technologies where you consent.
How we use it
- To respond to your enquiry and provide a property valuation (legitimate interest / steps prior to a contract).
- To manage your booking and your stay, take payment and give you access to the property (contract).
- To verify guests before check-in, protect the property and its neighbours, and handle any damage claim (legitimate interest).
- To manage owners' properties, pay owners and produce statements (contract), and to keep financial and tax records (legal obligation).
- To deliver and improve our services and website (legitimate interest).
- To send you relevant information about our services where you have agreed to it (consent, you can withdraw at any time).
We do not sell your personal information.
Who processes your data
We use trusted processors to run this website and respond to enquiries: Vercel (website hosting), Resend (email delivery of form submissions), Calendly (call scheduling), WhatsApp/Meta (if you choose to message us there), and Google (analytics and tag management, where consented). To run bookings and manage properties we also use Guesty (property management system), SuiteOp (guest verification and guest portal), Conduit (guest and owner messaging), Stripe (payments), Xero (accounting) and Google Workspace (email). Bookings made through Airbnb, Booking.com or Vrbo are also covered by that platform's own privacy policy. Each processor handles data under its own safeguards and our instructions.
How long we keep it
Enquiry data is retained while we correspond with you and for up to 24 months afterwards, unless you become a client (in which case data is retained for the duration of our engagement and as required by law, e.g. for accounting).
Guest booking records are kept for as long as we need them for accounting and tax purposes. Owner records are kept for the length of the management agreement and afterwards for as long as the law requires us to keep financial records.
Your rights
Under UK GDPR you can request access to, correction of, or deletion of your personal data; object to or restrict processing; and request portability. To exercise any right, send us a message through our contact form or write to City Superhost Ltd, 180-182 Ashley Road, Hale, Altrincham WA15 9SF. You also have the right to complain to the Information Commissioner's Office (ico.org.uk).
Cookies
Essential cookies keep the site working. Analytics and marketing cookies are only set with your consent and can be declined or withdrawn without affecting your use of the site.
Contact
Questions about this policy: use our contact form or write to City Superhost Ltd, 180-182 Ashley Road, Hale, Altrincham WA15 9SF.