Clarendon – Privacy Policy
Last updated: 15 August 2026
This policy explains how Shadowgrade Developments Limited, trading as Clarendon Apartments (“we”, “us”, “our”), collects and uses personal information about you, and what rights you have. We are the data controller for this information.
We are regulated under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as amended by the Data (Use and Access) Act 2025.
Company number: 02223106
Registered office: Wraysbury Hall, Ferry Lane, Hythe End, Staines upon Thames TW19 6HG
ICO registration reference: Z7917528
Information you give us
When you enquire about or book an apartment, we collect your name, contact details, employer or booking company, the dates and location you need, payment details, and anything else you choose to tell us about your requirements.
Where a stay is booked by your employer or a relocation agent, we may receive your details from them rather than from you directly.
Information we collect automatically
When you use our website we collect technical information: IP address, browser type and version, device and operating system, time zone, and how you moved through our pages. We collect this using cookies and similar technologies — see our Cookie Policy for exactly what is set and how to control it.
Information from others
We may receive information about you from booking platforms and relocation agents, our analytics providers, identity and fraud-prevention services, credit reference agencies where a corporate account is involved, and payment processors.
Information we do not collect
We do not seek to collect special category data — information about your health, ethnicity, religious or philosophical beliefs, sex life or sexual orientation, political opinions, trade union membership, or genetic or biometric data. If you volunteer such information, for example an accessibility requirement or a dietary need, we use it only to meet that request and keep it no longer than necessary.
| What we use it for | Lawful basis |
|---|---|
| Responding to your enquiry and preparing a booking | Taking steps at your request before entering a contract |
| Providing your stay — access, housekeeping, maintenance, support | Performance of our contract with you |
| Taking payment and pursuing unpaid sums | Performance of contract; legitimate interests |
| Identity checks and fraud prevention | Legal obligation; legitimate interests in preventing fraud |
| Keeping accounting and tax records | Legal obligation |
| Improving our website and services | Legitimate interests |
| Sending you marketing about our apartments | Consent, or legitimate interests where you are an existing customer |
| Handling complaints and legal claims | Legitimate interests; establishing or defending legal claims |
Where we rely on legitimate interests, we have considered whether our interest is outweighed by the effect on you. You can ask us for that assessment.
You can withdraw consent, or object to marketing, at any time — every marketing email has an unsubscribe link, or you can email us directly.
We use AI-assisted tools in parts of our business. We think you should know where, and what it means for you.
AI tools we use internally
We use AI-assisted tools to help handle enquiries and correspondence — for example drafting replies, summarising enquiry threads and sorting incoming messages. This means the contact details and enquiry information you send us may be processed by those tools.
A member of our team reviews the output before anything is acted on or sent to you. We do not rely on an AI tool to decide anything about you on its own.
Marketing and analytics
The analytics and advertising tools we use include AI-driven features that analyse how our website is used and measure the performance of our marketing. See our Cookie Policy for what is collected and how to control it.
If we add an automated assistant
We do not currently operate an AI chat assistant on this website. If we introduce one, we will update this policy first, and we will always let you reach a member of our team instead — our phone number and email address are on every page.
Decisions about you
We do not make decisions about you by solely automated means where those decisions have a legal or similarly significant effect. Whether we accept a booking is decided by a member of our team. We use automated tools to help verify identity and flag possible fraud, but where something is flagged, a person reviews it and makes the decision.
You have the right to ask us whether a decision affecting you was made by automated means. If it was, you can:
- ask a member of our team to review it;
- give us your side of the situation, which we will take into account; and
- contest the outcome and ask us to correct anything we relied on that is wrong.
To do any of these, contact us using the details in section 10.
- Service providers who deliver your stay — housekeeping, maintenance, property access and guest support. They act on our instructions and may not use your information for their own purposes.
- Property owners and managing agents of the apartment you are staying in, where they need to know who is in occupation.
- Our technology suppliers — website hosting, booking and customer systems, and analytics, all acting as our processors under contract.
- Payment processors, to take payment.
- Professional advisers — accountants, insurers and lawyers, where needed.
- Authorities, where we are legally required to disclose, or to protect our rights.
We do not sell your personal information.
Some of our suppliers are based outside the United Kingdom, so your information may be transferred abroad. When that happens we make sure one of the following applies:
- the country has UK adequacy regulations, meaning it is recognised as offering equivalent protection; or
- the transfer is covered by the UK’s International Data Transfer Agreement, or the UK Addendum to the European Commission’s standard contractual clauses; or
- another safeguard permitted by the UK GDPR applies.
You can ask us for details of the safeguards covering a particular transfer.
| Information | Kept for |
|---|---|
| Enquiries that do not lead to a booking | Up to 12 months |
| Booking and stay records | 6 years after the end of the stay |
| Accounting and tax records | 6 years after the end of the relevant tax year |
| Marketing preferences | Until you unsubscribe, plus a record of the unsubscribe |
| Website analytics | As set out in our Cookie Policy |
We delete or anonymise information once we no longer need it.
We protect your information with appropriate technical and organisational measures: access is restricted to staff and suppliers who need it, our systems and connections are secured, and we have procedures for handling a suspected data breach. Where a breach is likely to result in a risk to your rights, we will notify the ICO and, where required, you.
No transmission over the internet can be guaranteed completely secure, but we do not treat that as a reason to take less care.
You have the right to:
- be informed about how we use your information — this policy;
- access a copy of the information we hold about you;
- have inaccurate information corrected;
- have information erased in certain circumstances;
- restrict how we use it while a concern is resolved;
- portability — receive certain information in a transferable format;
- object to processing based on legitimate interests, and to direct marketing at any time;
- not be subject to solely automated decisions with significant effects, without the safeguards described in section 3;
- withdraw consent where we rely on it.
To exercise any of these, contact us using the details in section 10. We will respond within one month. We may ask you to confirm your identity first, so that we do not disclose your information to someone else. There is normally no charge.
If you are unhappy with how we have handled your information, please tell us first — we would like the chance to put it right.
We will acknowledge your complaint within 30 days and respond without undue delay.
You can also complain to the Information Commissioner’s Office: ico.org.uk/concerns — 0303 123 1113 — Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.
You do not have to complain to us before going to the ICO.
Email: enquiries@clarendonuk.com
Post: Wraysbury Hall, Ferry Lane, Hythe End, Staines upon Thames TW19 6HG
Phone: +44 (0) 1784 489200
Our site links to sites we do not control. This policy does not apply to them, and we are not responsible for how they handle your information.
We review this policy at least annually and whenever our practices change. The date at the top shows the current version. If we make a significant change we will tell customers with a live booking directly.