ESCAPE ORDINARY GROUP LTD PRIVACY NOTICE
Last Updated: June 2026
Escape Ordinary Group Ltd is the data controller for the personal information described in this Privacy Notice.
This Privacy Notice explains how we collect, use, store and protect your personal information when you:
• Book holiday accommodation with us
• Stay in a property managed by us
• Make a direct booking enquiry
• Enquire about or apply for a tenancy
• Attend a property viewing
• Rent a property managed by us
• Act as a guarantor for a tenant
• Engage us to manage a property on your behalf
• Contact us regarding our services
CONTACT DETAILS
Escape Ordinary Group Ltd
Telephone: 028 9532 0325
Email: bookings@escapeordinary.co.uk
ICO Registration Number: ZC162625
If you have any questions regarding this Privacy Notice or how we process your personal information, please contact us using the details above.
WHAT INFORMATION WE COLLECT, USE AND WHY
Holiday-let guests and direct booking guests
We may collect:
• Names and contact details
• Home address
• Visitor register information required by tourism and accommodation legislation
• Dates of arrival and departure
• Booking details and stay history
• Payment information
• Guest communications and correspondence
We use this information to:
• Process and manage bookings
• Facilitate guest stays
• Maintain legally required visitor records
• Provide customer support
• Manage complaints and disputes
• Prevent fraud and unauthorised use of properties
• Comply with legal and regulatory obligations
Property owners and landlords
We may collect:
• Names and contact details
• Property ownership information
• Property management agreements
• Bank account details
• Financial records relating to rental income and expenditure
• Insurance and compliance information
• Correspondence relating to managed properties
We use this information to:
• Deliver property management services
• Manage bookings and tenancies
• Arrange maintenance and repairs
• Process payments and owner statements
• Meet legal and regulatory requirements
Viewing applicants and prospective tenants
We may collect:
• Names and contact details
• Current address
• Employment status and affordability information
• Proposed occupancy details
• Information regarding pets, smoking status and housing requirements
• Correspondence relating to the application
We use this information to:
• Assess suitability for property viewings
• Manage viewing appointments
• Assess tenancy applications
• Communicate with applicants
Tenants and guarantors
We may collect:
• Names and contact details
• Current and previous address information
• Employment and affordability information
• Bank details for rent payments and refunds
• Tenancy agreements and tenancy records
• Deposit information
• Emergency contact details
• Correspondence relating to the tenancy
We use this information to:
• Create and administer tenancies
• Conduct referencing and affordability checks
• Collect rent and administer deposits
• Register deposits with an approved tenancy deposit protection scheme where required
• Manage maintenance requests
• Resolve disputes and complaints
• Comply with legal obligations
IDENTITY VERIFICATION
Where identity verification is required, we may inspect identification documents to verify identity.
We do not routinely retain copies of identification documents. Where a copy is retained, it will only be where there is a legal requirement, regulatory obligation, insurance requirement, fraud prevention requirement or other legitimate business need.
LAWFUL BASIS FOR PROCESSING
We process personal information under one or more of the following lawful bases:
• Contract – where processing is necessary to enter into or perform a contract with you.
• Legal Obligation – where processing is necessary to comply with legal or regulatory requirements.
• Legitimate Interests – including managing bookings, administering tenancies, communicating with guests, landlords and tenants, preventing fraud, recovering debts, managing properties and operating our business efficiently, provided these interests do not override your rights and freedoms.
• Consent – where you have given us permission to use your information for a specific purpose.
WHERE WE GET PERSONAL INFORMATION FROM
We collect personal information:
• Directly from you
• From Airbnb, Booking.com, VRBO and other booking platforms
• From PropertyPal and other property advertising platforms
• From landlords and property owners
• From credit, tenancy referencing and affordability assessment providers
• From guarantors
• From payment providers
• From contractors and service providers
• From publicly available sources where necessary
WHO WE SHARE INFORMATION WITH
We may share personal information where necessary with:
• Property owners and landlords
• Tenants and guarantors where relevant
• Credit, tenancy referencing and affordability assessment providers
• Tenancy Deposit Scheme providers and other approved tenancy deposit protection schemes
• Booking platforms and payment providers
• Maintenance contractors and service providers
• Professional advisers including accountants, insurers and solicitors
• Government departments, local authorities and regulatory bodies
• Law enforcement agencies where required by law
• Organisations we are legally obliged to share information with
INTERNATIONAL DATA TRANSFERS
Some of our service providers and booking platforms may process personal information outside the United Kingdom.
Where this occurs, we take reasonable steps to ensure appropriate safeguards are in place to protect personal information in accordance with UK data protection legislation.
HOW LONG WE KEEP INFORMATION
We retain personal information only for as long as necessary for the purposes for which it was collected and in accordance with legal, accounting and regulatory requirements.
Typical retention periods include:
• Holiday-let guest records and booking information – typically up to 7 years
• Viewing applicants and unsuccessful tenancy applicants – up to 12 months
• Tenant and guarantor records – 7 years after the tenancy ends
• Landlord and property owner records – 7 years after the business relationship ends
• Property management agreements and associated records – 7 years
• Financial and accounting records – 6 years plus the current financial year
• Complaint and claim records – up to 7 years after resolution
• Marketing records – until consent is withdrawn or the information is no longer required
Where required by law, regulatory obligations, insurance requirements or ongoing legal proceedings, information may be retained for longer periods.
AUTOMATED DECISION-MAKING
Escape Ordinary Group Ltd does not use automated decision-making or profiling that produces legal or similarly significant effects on individuals.
YOUR DATA PROTECTION RIGHTS
Under UK GDPR and data protection legislation, you have the right to:
• Request access to your personal information
• Request correction of inaccurate or incomplete information
• Request deletion of personal information in certain circumstances
• Request restriction of processing
• Object to processing in certain circumstances
• Request transfer of your information to another organisation
• Withdraw consent where processing is based on consent
To exercise any of these rights, please contact us using the details above.
HOW TO COMPLAIN
If you have concerns about how Escape Ordinary Group Ltd uses your personal information, please contact us first:
Email: bookings@escapeordinary.co.uk
Telephone: 028 9532 0325
We will investigate your concerns and respond as soon as reasonably possible.
If you remain dissatisfied, you have the right to complain to the Information Commissioner's Office (ICO):
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: https://ico.org.uk/make-a-complaint