Privacy Policy

Last updated: 20 October 2026

This policy explains what personal information we collect when you use this website, enquire with us or book a stay, how we use it, and the choices and rights you have.

Who we are

Cloud9Stays is a trading name of Cloud Real Estate.

We are the controller of the personal information described here. If you have any questions about this policy or your information, email cloudrealestateltd@gmail.com.

What we collect

• When you contact us: your name, email address, phone number (if you give it), the topic and your message.
• When you book a stay: your name, contact details, number of guests, dates, the property, payment status and any messages or special requests. Bookings are made through our booking system, Uplisting, which may also carry out identity checks and take payment through Stripe on our behalf.
• When you stay with us: arrival details and anything you tell us that we need to look after you, such as access needs.
• If you are a property owner: your contact details, property details and the information needed to manage your property and pay you.
• When you browse the site: technical information such as your IP address and browser, which our host uses to deliver and secure the website. If you accept analytics or marketing cookies, information about how you use the site (see our Cookie Policy).

How and why we use it

• To reply to enquiries and take bookings, and to provide your stay: this is necessary for a contract with you, or to take steps you ask for before one.
• To run our business, keep records, prevent fraud and misuse, and improve our service: our legitimate interests.
• To meet legal obligations, such as keeping tax and accounting records.
• Analytics and marketing cookies, and any marketing emails: only with your consent, which you can withdraw at any time.

Who we share it with

We only share what is needed, with organisations that help us run our business:

• Uplisting, our booking and property management system, and Stripe, which processes payments taken through it.
• Automattic (WordPress.com), which hosts this website.
• Google, which provides our email, and, if you accept analytics cookies, Google Analytics.
• Our customer relationship software, where we use it to manage enquiries.
• Meta, only if you accept marketing cookies.
• Our cleaning and maintenance partners, only the details needed to prepare a property for your stay.
• Professional advisers, and authorities where the law requires it.

Some of these providers are based in, or store data in, the United States or elsewhere outside the UK. Where that happens, the transfer is protected by UK adequacy regulations or by contractual safeguards approved under UK law.

We never sell your personal information.

How long we keep it

• Enquiries that don’t lead to a booking: up to 2 years.
• Booking, financial and property management records: 6 years after the end of the tax year they relate to, as required for tax purposes.
• Consent records and cookie choices: for as long as needed to show what you agreed to.

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 receive it in a portable format, and to withdraw consent at any time. To use any of these rights, email cloudrealestateltd@gmail.com. We will reply within one month.

If you are unhappy with how we have handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner’s Office at ico.org.uk.

Keeping it safe

We use reputable providers, secure connections and access controls, and we only give access to people who need it.

Changes to this policy

We may update this policy from time to time. The date at the top shows when it last changed.