Privacy Policy

Depending on how you interact with Moment, we may collect certain details about you and, where relevant, the people travelling with you. This may include:

• Contact details – such as your name, phone number and email address.

• Personal details – including your date of birth and nationality.

• Family information – for example, your children’s first names, ages or dates of birth.

• Payment information – including your credit or debit card details for booking and payment purposes.

• Identification details – such as passport, driving licence or other official ID.

• Booking information – including your arrival and departure dates, and any special requests linked to your stay.

• Preferences and interests – such as room setup, food or drink preferences, activities you enjoy, or accessibility needs.

• Feedback and correspondence – including comments, questions or messages shared during or after your stay.

• Technical and location data – collected when you use our website or digital tools, including your device type, IP address or browsing activity.

For guests under 16, we only collect limited information (name, nationality and date of birth) and only when provided by a parent or guardian. We kindly ask that children do not submit personal information themselves. If this occurs, please contact Moment so we can remove the data.

Occasionally, to provide tailored services (for example, noting dietary needs or accessibility requirements), we may need to collect sensitive information. We will only do so with your explicit consent or where it is necessary to protect your health and wellbeing during your stay.

We use the information we collect to create seamless, memorable experiences for our guests and to manage our operations responsibly. This may include:

• Processing your booking and payments – confirming reservations, handling transactions, and ensuring your stay runs smoothly.

• Personalising your experience – tailoring our communication, services, and recommendations based on your preferences and past stays.

• Guest communication – keeping in touch before, during and after your stay for things like confirmations, updates, or feedback requests.

• Operational management – maintaining accurate records, managing housekeeping, maintenance, and health & safety procedures.

• Customer care – responding to enquiries, resolving issues, and improving our service standards.

• Marketing and brand updates – sharing news, offers, and information about Moment (only where you have chosen to receive them).

• Legal and regulatory purposes – meeting our obligations under applicable laws, including record-keeping, tax, and security requirements.

• Improving our digital experience – analysing website and system use to refine our services and guest journey online.

We will never sell your personal information to third parties. Any sharing of data is limited to trusted service providers (for example, payment processors or booking platforms) and only where necessary to deliver the services you have requested.

We may share limited personal data with trusted service partners who support our operations, including:

• Booking and property management systems.

• Payment processors.

• Housekeeping, maintenance, and guest support teams.

• Marketing and analytics providers.

All partners are contractually required to handle your information securely and only use it for agreed purposes.

Some of our service providers may process data outside the United Kingdom or European Economic Area. Where this occurs, we ensure that appropriate safeguards are in place to protect your information in line with UK data protection laws.

At Moment, we take your privacy and security seriously. We have put in place appropriate technical and organisational measures to protect your personal data from loss, misuse, unauthorised access, alteration, or disclosure.

This includes:

• Using secure systems and encryption when handling payments or sensitive data.

• Restricting access to authorised team members and trusted partners who need the information to perform their duties.

• Regularly reviewing and updating our data protection practices to ensure ongoing compliance with GDPR and UK privacy law.

• Working only with third-party providers who maintain strong privacy and security standards.

While no system is entirely risk-free, we take every reasonable step to ensure your information is handled with care, confidentiality, and integrity at all times.

Under data protection laws, you have several rights in relation to the personal information we hold about you. These include the right to:

• Access – request a copy of the personal data we hold about you.

• Correct – ask us to update or amend any inaccurate or incomplete information.

• Erase – request that we delete your personal data where it is no longer needed or you withdraw consent.

• Restrict processing – ask us to limit how we use your information in certain circumstances.

• Object – opt out of specific uses of your data, such as direct marketing.

• Data portability – request to receive your data in a structured, commonly used format to share with another provider.

To exercise any of these rights, please contact us at hello@momentstays.com. We will respond to all valid requests in accordance with applicable data protection laws.

If you believe your data has not been handled appropriately, you also have the right to raise a concern with the Information Commissioner’s Office (ICO)

We only keep your personal information for as long as it is necessary to fulfil the purpose for which it was collected — whether that’s to manage your booking, provide services during your stay, or meet legal and regulatory requirements.

In most cases, this means:

• Guest records and booking details are kept for a reasonable period after your stay to assist with repeat bookings, service improvements, or follow-up communication.

• Financial records and payment data are retained for as long as required under UK tax and accounting laws.

• Marketing preferences are stored until you choose to unsubscribe or request removal.

When information is no longer needed, it is securely deleted or anonymised to ensure it cannot be linked back to you.

From time to time, our website may include links to external websites operated by trusted partners or third parties. Please note that this privacy policy applies only to information collected by Moment through our own website and services and we do not have control over the content, security, or data practices of those external websites.

As such, Moment cannot be held responsible for the protection or privacy of any information you provide while visiting third-party sites. These sites are not governed by this privacy statement, and we encourage you to review their own privacy policies before sharing any personal data.

Certain Moment properties may operate CCTV for guest and property security. Any footage is securely stored and only accessed when necessary.

If guest Wi-Fi is provided, basic connection data may be logged for network management and security purposes — never for marketing.

We may occasionally request your consent to use photos or testimonials for marketing materials. This will always be optional and clearly communicated.

Our website uses cookies and similar technologies to enhance your browsing experience, analyse performance, and personalise content.

Cookies are small files stored on your device that help us improve site functionality and understand user behaviour. You can accept or decline cookies through your browser settings at any time. Please note that disabling cookies may affect some site features.

For more information, please refer to our Cookie Policy.

If you have any questions or concerns about how your personal information is handled, or if you would like to exercise your data rights, please contact us directly:

Moment

Email: hello@momentstays.com

Telephone: 0131 677 3560

We take all privacy enquiries seriously and aim to respond promptly and transparently.