Privacy Policy

London Serviced Apartments – Live ! is operated by London Serviced Apartments Ltd, a company registered in England and Wales under company number 03696103.

For the personal information that London Serviced Apartments determines how and why to use, London Serviced Apartments Ltd is the data controller.

Our business contact details:

London Serviced Apartments Ltd
East London Office Centre, Suite 13
80–86 St Marys Road
London E17 9RE
Telephone: +44 (0)208 004 0007

Data protection contact: [INSERT CURRENT PRIVACY / DATA PROTECTION EMAIL]

We process personal information in accordance with applicable UK data protection and privacy law, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR), and amendments made by the Data (Use and Access) Act 2025.

These laws require personal information to be used lawfully, fairly and transparently, for specified purposes, and with appropriate security and accountability measures.

The information we collect depends on how you use the website and our services. It may include:

• Identity information: name, title and guest names;
• Contact information: email address, telephone number, postal or billing address and WhatsApp number where supplied;
• Booking information: dates, destination/area, accommodation selected, number of guests, room or apartment type, booking reference and special requests;
• Company information: employer, organisation, billing contact or other corporate booking details;
• Payment and transaction information: payment status, transaction references, amount paid and related booking/payment records;
• Technical information: IP address, browser/device information, website activity, security logs and cookie or similar technology identifiers;
• Communications: emails, enquiry forms, telephone notes and other correspondence with us;
• Marketing preferences: whether you have subscribed, opted out or otherwise expressed preferences about marketing communications; and
• Other information: anything you choose to tell us that is relevant to an enquiry or booking.

Please avoid sending unnecessary sensitive information. If you need to tell us about an accessibility, medical or other sensitive requirement in order for us to help with accommodation, provide only what is reasonably necessary. We may need additional legal grounds to process certain categories of sensitive personal information.

We may collect personal information:

• directly from you when you search, book, submit a form, telephone or email us;
• from another person making a booking on your behalf;
• from a company, travel arranger, relocation provider or other organisation arranging accommodation for you;
• through booking and accommodation technology providers involved in your reservation;
• from payment and fraud-prevention providers;
• through cookies and similar website technologies, subject to applicable consent requirements; and
• from public or business sources where lawful and relevant to a corporate relationship.

The precise lawful basis depends on the processing activity.

Depending on the purpose, we may rely on one or more lawful bases under the UK GDPR:

• Contract: where using your information is necessary to take requested steps before a booking or to perform a booking contract;
• Legal obligation: where we must retain or use information to comply with law, tax, accounting or regulatory requirements;
• Legitimate interests: where use of information is necessary for a legitimate business interest and your interests and rights do not override it;
• Consent: where you have made a clear choice, for example for particular marketing or cookie activities where consent is required; and
• Recognised legitimate interests: where the law specifically permits this basis for an applicable purpose, such as certain crime-prevention situations.

If we process special-category information, such as health information voluntarily supplied for an accessibility requirement, we must also identify an appropriate additional condition under data protection law.

We only share personal information where it is reasonably necessary and lawful. Depending on your booking or use of the site, recipients may include:

• RateHawk / relevant booking technology providers used to search, price and fulfil accommodation reservations;
• the accommodation provider or property operator responsible for your stay;
• payment providers involved in processing online payment;
• CRM, email, hosting, analytics, security and IT providers supporting our business and website;
• professional advisers, including accountants, lawyers and insurers where required;
• public authorities, regulators or law-enforcement bodies where disclosure is required or permitted by law; and
• a purchaser or successor organisation in connection with a lawful sale, merger or restructuring of the business.

Third parties may act as processors on our instructions, independent controllers for their own purposes, or in some circumstances as joint controllers. Their role depends on the particular service and contractual arrangement.

Payments on the Live website are processed online through the payment arrangements integrated into the booking journey.

We may retain payment-related records such as transaction references, payment status, amount, date and booking reference where necessary for booking administration, accounting, fraud prevention and legal compliance.

Some accommodation, booking, technology, hosting or service providers may process personal information outside the United Kingdom.

Where UK data-protection law requires safeguards for an international transfer, we will use an appropriate legal mechanism or rely on another lawful transfer basis, as applicable.

The exact countries and transfer safeguards depend on the suppliers used in the Live platform.

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet legal, accounting, tax, fraud-prevention and dispute-resolution requirements.

Different information may therefore have different retention periods. For example, booking and financial records may need to be retained for longer than an unsuccessful website enquiry.

We review retention requirements periodically and securely delete or anonymise information when it is no longer required.

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

Access to personal information should be limited to staff, contractors and service providers who need it for legitimate business purposes and who are subject to appropriate confidentiality or data-protection obligations.

No internet or electronic system can be guaranteed to be completely secure. If we become aware of a personal-data breach, we will assess and respond to it in accordance with applicable law.

We may send information about London Serviced Apartments services where permitted by law.

Where consent is required, we will ask for it. Where another lawful route is permitted for direct marketing, we will still give you an appropriate opportunity to object or opt out.

You can unsubscribe from marketing emails using the unsubscribe option in the message or contact us using the details in this Privacy Notice.

Opting out of marketing does not stop essential service communications about an enquiry or booking.

The Live website may use cookies, analytics tags, pixels or similar storage/access technologies for purposes such as essential website operation, security, preferences, analytics and marketing.

Where consent is required under PECR, non-essential technologies should not be activated until the user has made the required choice. Current UK law also permits certain low-risk storage/access technologies without consent in defined circumstances, subject to the applicable conditions.

Depending on the circumstances and the lawful basis used, you may have rights including:

Access
Ask for a copy of personal information we hold about you.
Rectification
Ask us to correct inaccurate or incomplete information.
Erasure
Ask us to delete information in circumstances where the law gives you that right.
Restriction
Ask us to restrict how information is used in certain circumstances.
Object
Object to certain processing, including direct marketing.
Data portability
Receive certain information in a portable format where the legal conditions apply.
Withdraw consent
Withdraw consent where consent is the lawful basis, without affecting earlier lawful processing.
Automated decisions
Rights may apply where a decision with legal or similarly significant effects is made solely by automated processing.

We may need to verify your identity before fulfilling a rights request. The law also permits certain exemptions and extensions in specific circumstances.

If you are concerned about how London Serviced Apartments has used your personal information, please contact us using our data-protection contact details.

We will provide a clear way for you to raise a data-protection complaint, acknowledge the complaint within the period required by law, investigate it without undue delay, keep you appropriately informed, and tell you the outcome.

You also have the right to complain to the UK’s independent data-protection regulator, the Information Commissioner’s Office (ICO).

We would appreciate the opportunity to consider your concern first, but this does not remove your right to contact the ICO.

The Live booking service is not intended to be used independently by children to enter into accommodation contracts.

We may nevertheless receive children’s names, ages or other limited information where an adult includes children as guests on a family booking. Such information should be limited to what is reasonably necessary to make or service the reservation.

We may update this Privacy Notice to reflect changes in our services, suppliers, technology or legal requirements.

Where a change is material, we will take reasonable steps to bring it to the attention of affected users where required.

For privacy questions, data-protection rights requests or complaints, contact:

London Serviced Apartments Ltd
Data Protection Contact
[INSERT CURRENT PRIVACY EMAIL]
+44 (0)208 004 0007

Contact London Serviced Apartments