Privacy notice

Who we are

This website is operated by The Upgrade Authority Ltd under the Upgraded Stays brand. The Upgrade Authority Ltd is registered in England and Wales under company number 13983241. Its registered office is Henleaze House Business Centre, 13 Harbury Road, Henleaze, Bristol, BS9 4PN. For privacy questions, email hello@theupgradeauthority.com.

Information we collect

We collect the information you choose to provide, including your name, contact details, stay or tenancy requirements, household details, prescreening answers, viewing preferences, questions and booking information. We also process essential technical and security information needed to run the website. Optional analytics and marketing tools operate only in line with the choices shown in the cookie controls.

If you choose Analytics, we use Microsoft Clarity to understand which pages people visit, where they click and scroll, and where the booking journey becomes difficult. Clarity receives a masked record of page layout and interactions, together with technical information about the browser and device. Form entries, chat messages, payment screens and private booking pages are excluded. You can stop future recording through Cookie settings. See the Microsoft privacy statement for how Microsoft handles this information.

How and why we use it

We use information to answer enquiries, check suitability and availability, arrange viewings, provide quotes, take and manage bookings, support guests and prospective tenants, prevent fraud, keep business records and meet legal obligations. Depending on the activity, we rely on taking steps at your request, performing a contract, complying with law, a legitimate business interest or your consent.

Who we share it with

We share information only where needed with authorised team members, relevant property owners, and providers supporting payments, communications, referencing or identity checks, website hosting and property operations. We may also disclose information to professional advisers, regulators or authorities where required. We do not sell personal information.

Retention and security

We keep information only for as long as it is needed for the enquiry, booking or tenancy, to resolve disputes and to meet tax, accounting, fraud-prevention and other legal requirements. Access is restricted and appropriate technical and organisational safeguards are used. Where a service provider processes information outside the UK, we require an appropriate lawful transfer safeguard.

Your rights

Depending on the law that applies, you may ask for access, correction, deletion, restriction or portability, object to certain uses, or withdraw consent where consent is the basis. Contact hello@theupgradeauthority.com. In the UK, you may also complain to the Information Commissioner's Office at ico.org.uk.