Privacy Policy
- Last updated :February 26, 2026
Table Content
Overview
This Privacy Policy explains how Hotelusso Ltd (“Hotelusso”, “we”, “us”, “our”) collects, uses, stores and protects your personal information when you use our website, hotelusso.com, create an account, make a booking or otherwise use our services.
It also explains how we use cookies and similar technologies, and your rights under applicable data protection laws, including the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018.
By using our website or services, you acknowledge that you have read and understood this Privacy Policy.
Who We Are
Hotelusso Ltd is an online hotel booking platform that allows customers to search for, compare and reserve hotel accommodation supplied by third-party hotels and accommodation suppliers (“Suppliers”).
We are registered in England and Wales under company number 12838600, with our registered office at:
International House, 6 South Molton Street, London, England, W1K 5QF
For data protection purposes, Hotelusso Ltd acts as a data controller in relation to the personal information we collect and determine how to use when you access or use our services.
Information We Collect
This may include:
- Your name
- Email address
- Phone number
- Account login details
- Guest names and other guest information included within a booking
- Booking details, including hotel, room, travel dates and booking preferences
- Special requests or other information you choose to provide in relation to a booking
- Information you provide when contacting our customer service team
- Messages and information you provide when contacting us through WhatsApp
- Information provided when making a complaint, cancellation request or amendment request
Payments are processed securely through our payment service providers.
Hotelusso does not store your full payment card number, card security code or other full card credentials.
We may receive and retain information relating to a transaction, such as:
- Payment status
- Amount paid
- Currency
- Transaction reference
- Payment date
- Whether a payment has succeeded, failed or been refunded
- The amount due
- Your payment due date
- Whether payment has been completed before the payment deadline
- Payment reminder communications sent to you
We may collect information relating to your Hotelusso account and use of our booking services, including:
- Account creation date
- Login and account activity
- Booking history
- Confirmed, pending, cancelled or failed bookings
- Cancellation and amendment information
- Refund information
- Customer service history
When you use our website, we may automatically collect information such as:
- IP address
- Browser type
- Operating system
- Device type
- Device identifiers
- Approximate location derived from your IP address
- Pages viewed
- Links or buttons clicked
- Search activity
- Session duration
- Navigation paths
- Referral source
- Technical errors and website performance information
E. Information We Receive from Third Parties
We may receive personal information from third parties involved in providing our services, including:
- Suppliers providing booking confirmations, amendments, cancellations or hotel-related information
- Payment service providers providing transaction and payment status information
- Fraud-prevention and security providers
- Analytics and advertising providers
- Technology providers supporting the operation of our platform
How We Use Your Information
We may use your personal information for the following purposes:
- To create and manage your Hotelusso account
- To provide access to private hotel rates and other account features
- To process, manage and confirm bookings with the relevant Supplier
- To process payments
- To manage Reserve now, pay later bookings and payment due dates
- To send payment reminders before a payment due date
- To send booking confirmations, payment receipts, cancellation confirmations, amendments and other booking-related communications
- To provide customer service and respond to enquiries, requests and complaints
- To provide customer support through WhatsApp
- To communicate with Suppliers in relation to your booking
- To prevent fraud, abuse and unauthorised activity
- To protect the security of our website, accounts and customers
- To investigate booking or payment issues
- To improve the functionality, performance and usability of our website
- To understand how customers use our website and booking journey
- To measure and improve the effectiveness of our marketing and advertising
- To comply with legal, regulatory, tax and accounting obligations
- To establish, exercise or defend legal claims
- To send marketing communications where permitted by law and in accordance with your communication preferences
Legal Basis for Processing
Depending on the circumstances, we may rely on the following legal bases:
Contractual Necessity
We process personal information where this is necessary to provide our services to you or take steps at your request before entering into a contract.
This includes activities such as:
- Creating and managing your account
- Processing a hotel booking
- Communicating booking details to a Supplier
- Managing payment
- Sending booking and payment-related communications
- Handling cancellations, amendments or refunds
We may process information where it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms.
These interests may include:
- Operating and improving Hotelusso
- Understanding how customers use our services
- Providing customer support
- Preventing fraud
- Protecting our website and systems
- Keeping appropriate business records
- Managing disputes
- Measuring business performance
We may process information where necessary to comply with legal or regulatory obligations, including tax, accounting, fraud-prevention and law-enforcement requirements.
Consent
We rely on your consent where required, including for certain marketing communications and non-essential cookies or tracking technologies.
Where processing is based on consent, you may withdraw your consent at any time.
Sharing Your Information
We may share personal information where necessary to provide our services or operate our business.
This may include sharing information with:
Suppliers
We share relevant customer and guest information with hotels, accommodation wholesalers and other Suppliers where necessary to make, manage or amend your booking.
This may include guest names, travel dates, booking preferences and other information required by the Supplier.
Payment Service Providers
We share information with payment providers where necessary to process payments, refunds and payment-related services securely.
Technology Providers
We may use third-party providers for services such as:
- Website hosting
- Cloud infrastructure
- Database services
- Email delivery
- Customer communications
- Website development and maintenance
- Security and fraud prevention
- Analytics
These providers may process personal information on our behalf where necessary to provide their services.
Analytics Providers
We may use analytics services including:
- Google Analytics
- Microsoft Clarity
These services may collect information about how visitors interact with our website, such as pages visited, navigation paths, device information, clicks and website usage patterns.
Where required, these technologies will only be used after you have provided consent through our cookie settings.
Advertising & Marketing Providers
Where you have consented to the relevant cookies or technologies, we may use advertising services, including services provided by Meta, to:
- Measure the performance of advertising campaigns
- Understand whether advertisements lead to website visits or other actions
- Create and improve advertising audiences
- Display relevant advertising
These providers may receive information such as cookie identifiers, device information and website interaction events.
If you contact Hotelusso through WhatsApp, information you provide through the service may also be processed by WhatsApp and its associated service providers in accordance with their own privacy terms.
We may retain relevant WhatsApp conversations where necessary to provide customer support, manage bookings, resolve complaints or maintain appropriate business records.
Professional Advisers
We may share information with professional advisers where necessary, including:
- Solicitors
- Accountants
- Insurers
- Auditors
- Other professional advisers
Regulatory & Law Enforcement Authorities
We may disclose personal information where required by law or where reasonably necessary to comply with a lawful request from a regulator, court, law-enforcement authority or other public body.
We do not sell your personal information to third parties.
International Data Transfers
Hotelusso operates from the United Kingdom, but some Suppliers and service providers may be based outside the UK.
Hotel bookings may also involve accommodation located outside the UK, which means it may be necessary to transfer relevant guest and booking information internationally in order to fulfil your reservation.
Where personal information is transferred outside the UK, we take appropriate steps to ensure that it receives an appropriate level of protection.
Depending on the circumstances, these safeguards may include:
- Transfers to countries recognised by the UK as providing an adequate level of data protection
- The UK International Data Transfer Agreement
- The UK Addendum to approved Standard Contractual Clauses
- Other legally permitted transfer mechanisms
Data Retention
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to satisfy legal, accounting, regulatory or reporting requirements.
This may include retaining information in order to:
- Fulfil and administer bookings
- Provide customer support
- Maintain booking histories
- Process refunds
- Resolve complaints and disputes
- Prevent and investigate fraud
- Comply with tax and accounting obligations
- Establish, exercise or defend legal claims
Booking, payment and transaction records are generally retained for up to 7 years where necessary for legal, accounting and regulatory purposes.
Other information may be retained for shorter or longer periods depending on the purpose for which it is processed and any applicable legal requirements.
When personal information is no longer required, we will delete, anonymise or otherwise securely dispose of it where appropriate.
Cookies & Tracking Technologies
Cookies are small text files placed on your device when you visit a website.
They can help websites function correctly, remember preferences, maintain secure sessions and provide information about how visitors use a website.
Cookies may include:
- Session cookies – which are generally removed when you close your browser
- Persistent cookies – which remain on your device for a defined period or until deleted
Types of Cookies We Use
Strictly Necessary Cookies
These cookies and technologies are necessary for our website and booking platform to function.
They may be used for purposes including:
- Secure login
- Account authentication
- Session management
- Website security
- Fraud prevention
- Booking functionality
- Checkout functionality
Performance & Analytics Cookies
These technologies help us understand how visitors use Hotelusso and identify areas where the website or booking journey can be improved.
They may collect information such as:
- Pages visited
- Website navigation
- Clicks
- Scrolling activity
- Session activity
- Device and browser information
- Technical errors
These cookies and technologies will only be used where consent is required and you have provided that consent.
Functionality Cookies
Functionality cookies may be used to remember choices or preferences and provide enhanced website features.
Targeting & Advertising Cookies
Advertising technologies may be used to measure advertising performance and display advertising that may be more relevant to you.
This may include technologies provided by platforms such as Meta.
These technologies may record information about actions taken on our website, such as visiting particular pages or completing certain website actions.
Targeting and advertising technologies will only be used where you have provided the required consent.
Third-Party Cookies & Technologies
Some cookies or similar technologies may be provided by third-party services that we use.
These may include:
- Google Analytics
- Microsoft Clarity
- Meta advertising technologies
- Payment and fraud-prevention providers
- Other technology providers involved in operating our website
These third parties may process information in accordance with their own privacy policies.
Cookie Consent & Control
Strictly necessary cookies are always enabled because they are required for the operation and security of our website.
Non-essential cookies and tracking technologies are only activated where required after you have provided consent through our cookie banner or preference settings.
You can manage or withdraw your consent at any time through the cookie settings available on our website.
Withdrawing consent will not affect the lawfulness of processing that took place before consent was withdrawn.
You may also control cookies through your browser settings. Blocking certain cookies may affect the functionality of some parts of the Hotelusso website.
Security of Your Data
We use appropriate technical and organisational measures designed to protect personal information against accidental or unlawful loss, alteration, destruction, unauthorised disclosure or access.
Measures may include:
- Secure systems and access controls
- Encryption where appropriate
- Restricted access to personal information
- Secure payment processing
- Monitoring and security controls
- Appropriate safeguards when working with third-party service providers
Payment transactions are processed securely through payment service providers and Hotelusso does not store customers’ full payment card details.
No internet-based system can be guaranteed to be completely secure, but we take reasonable and appropriate measures to protect the information we process.
Marketing Communications
Where you have chosen to receive marketing communications from Hotelusso, we may use your contact details to send you information about Hotelusso, hotel offers and other relevant services.
You can unsubscribe from marketing emails at any time by:
- Using the unsubscribe link contained within the email
- Changing your available communication preferences
- Contacting us at [email protected]
Withdrawing from marketing communications will not prevent us from sending important service-related communications about your account or bookings.
Your Rights
Under UK data protection law, you may have the following rights in relation to your personal information:
- The right to access the personal information we hold about you
- The right to request correction of inaccurate or incomplete information
- The right to request deletion of your information in certain circumstances
- The right to request restriction of processing in certain circumstances
- The right to object to certain processing
- The right to withdraw consent where processing is based on consent
- The right to request portability of certain personal information
- The right to complain about the way your information is handled
These rights are subject to certain legal conditions and exemptions.
You can exercise your rights by contacting:
[email protected]
We may need to verify your identity before responding to certain requests.
Complaints to the ICO
You have the right to lodge a complaint with the Information Commissioner’s Office (“ICO”), the UK supervisory authority for data protection.
Further information is available at:
www.ico.org.uk
We would appreciate the opportunity to address any concerns directly before you contact the ICO, although you are not required to contact us first.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, technology, business operations or applicable law.
The latest version will be available on hotelusso.com and will display the date it became effective.
Where a change is material, we will take reasonable steps to bring it to your attention where appropriate.
Contact Us
If you have any questions about this Privacy Policy, wish to exercise your data protection rights or have any concerns about how Hotelusso handles your personal information, please contact us:
Hotelusso Ltd
Email: [email protected]
WhatsApp Chat: 0044 330 118 0101
Registered Office:
International House
6 South Molton Street
London
England
W1K 5QF
Company Number: 12838600
