Last updated: 2 November 2026
This notice explains how The Coach House, Otterburn (“we”, “us”) collects and uses your personal information when you visit this website, make an enquiry or stay with us. We are committed to protecting your privacy in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Who we are
The data controller is The Coach House Otterburn Limited, trading as The Coach House, Otterburn Hall Estate, Otterburn, Northumberland NE19 1HE. Registered in Scotland, company number SC591039. Registered office: The County Hotel, 3–5 High Street, Selkirk TD7 4BZ.
Email: bookings@coachhouseotterburn.co.uk
Phone: 01830 520803
What we collect
- Enquiries and bookings: your name, email address, phone number, arrival and departure dates, number of guests, any special requests, and event details if you send an event enquiry.
- During your stay: details needed to look after you, such as dietary needs or accessibility requirements you choose to tell us, and the guest registration details we are required to keep by law.
- Payments: card payments are handled by our payment provider (Stripe). We do not see or store your full card number.
- Messages: anything you send us by email, phone, live chat or WhatsApp.
- Website use: information collected by cookies and similar technologies, such as pages visited, device and browser type, and approximate location. See our Cookie Policy.
How and why we use it
- To answer your enquiry and manage your booking and stay (contract, or steps before entering one).
- To take payment, keep accounts and meet legal duties such as the guest register (legal obligation).
- To keep our website secure and understand how it is used so we can improve it (legitimate interests).
- To measure and show our adverts through Google Analytics, Google Tag Manager and the Meta (Facebook) Pixel, only where you have accepted these cookies (consent).
- To send you offers by email, only if you have opted in. You can unsubscribe at any time (consent).
Who we share it with
We never sell your information. We share it only with service providers who help us run the business, under contracts that protect it:
- Our website host and email delivery provider
- Stripe (payments)
- Google (Analytics, Tag Manager and the Google Reviews display on our site)
- Meta Platforms (Facebook Pixel and WhatsApp, if you contact us that way)
- CookieYes (records your cookie choices)
- Our accountants, insurers and professional advisers, and authorities where the law requires it
Some of these providers process data outside the UK, for example in the United States. Where they do, we rely on UK adequacy regulations or the UK International Data Transfer Addendum to protect it.
How long we keep it
- Enquiries that do not lead to a booking: up to 12 months.
- Booking, payment and guest register records: 6 years, to meet tax and legal requirements.
- Marketing preferences: until you unsubscribe.
- Analytics data: up to 14 months.
Your rights
You have the right to ask for a copy of your information, to have it corrected or deleted, to restrict or object to how we use it, to data portability, and to withdraw consent at any time. To use any of these rights, contact us using the details above. We will reply within one month.
If you are unhappy with how we handle your information, you can complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.
Changes to this notice
We may update this notice from time to time. The latest version will always be on this page.