Privacy Policy
Your privacy matters to us. Learn how we collect, use, and protect your personal information.
Last updated: January 2025
1. Introduction
Plan Holiday Ltd ("we", "us", "our") is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website planholiday.co.uk and use our hotel booking services.
We are registered in England and Wales and act as the data controller for the personal data we process. We comply with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).
By using our services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with our policies and practices, please do not use our services.
2. Data Controller Information
Plan Holiday Ltd is the data controller responsible for your personal data.
Contact details:
Company Name: Plan Holiday Ltd
Email: privacy@planholiday.co.uk
Address: United Kingdom
If you have any questions about this Privacy Policy or our data practices, please contact us using the details above.
3. Information We Collect
We collect various types of information to provide and improve our services to you:
Personal Information You Provide:
Identity Data: Full name, title, date of birth, gender
Contact Data: Email address, telephone number, billing address, delivery address
Financial Data: Payment card details, bank account information (processed securely by our payment providers)
Booking Data: Travel dates, destination preferences, guest names, special requests, dietary requirements
Account Data: Username, password, account preferences
Communication Data: Correspondence with our customer service team, feedback, and reviews
Information Collected Automatically:
Technical Data: IP address, browser type and version, device type, operating system, time zone setting
Usage Data: Pages visited, time spent on pages, click patterns, search queries, booking history
Location Data: General geographic location based on IP address
Cookie Data: Information collected through cookies and similar tracking technologies (see our Cookie Policy section)
Information from Third Parties:
Hotel partners and accommodation providers
Payment service providers
Analytics providers
Marketing partners (with your consent)
4. Legal Basis for Processing
Under UK GDPR, we must have a valid legal basis to process your personal data. We rely on the following legal bases:
Contract Performance: Processing necessary to fulfil your booking and provide our services
Legitimate Interests: Processing necessary for our legitimate business interests, such as improving our services, fraud prevention, and marketing (where it does not override your rights)
Legal Obligation: Processing necessary to comply with legal requirements, such as tax and accounting obligations
Consent: Where you have given explicit consent for specific processing activities, such as marketing communications
5. How We Use Your Information
We use the information we collect for the following purposes:
Service Delivery:
Process and manage your hotel bookings
Communicate booking confirmations and updates
Provide customer support and respond to enquiries
Process payments and refunds
Send important service-related notifications
Service Improvement:
Analyse usage patterns to improve our website and services
Personalise your experience and provide tailored recommendations
Conduct research and analytics
Test new features and functionality
Marketing and Communications:
Send promotional offers and newsletters (with your consent)
Display relevant advertisements
Conduct surveys and collect feedback
Legal and Security:
Prevent fraud and unauthorised access
Comply with legal obligations
Enforce our terms and conditions
Protect the rights and safety of our users and third parties
6. Data Sharing and Disclosure
We may share your personal information with the following categories of recipients:
Service Providers:
Hotels and accommodation providers (to fulfil your booking)
Payment processors (to process transactions securely)
IT and hosting providers
Customer service platforms
Analytics and marketing service providers
Legal and Regulatory:
Law enforcement agencies when required by law
Regulatory authorities
Legal advisors and courts in connection with legal proceedings
Business Transfers:
In the event of a merger, acquisition, or sale of assets, your data may be transferred to the successor entity
We require all third parties to respect the security of your personal data and treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes.
7. International Data Transfers
Your personal data may be transferred to and processed in countries outside the United Kingdom, including countries that may not have the same level of data protection as the UK.
When we transfer your data internationally, we ensure appropriate safeguards are in place:
Transfers to countries with UK adequacy decisions
Standard Contractual Clauses (SCCs) approved by the Information Commissioner's Office (ICO)
Binding Corporate Rules for transfers within corporate groups
Your explicit consent for specific transfers
Hotel bookings necessarily involve sharing your information with accommodation providers in your destination country to fulfil your reservation.
8. Data Retention
We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy legal, accounting, or reporting requirements.
Retention periods vary depending on the type of data and purpose:
Booking records: 7 years (for legal and tax purposes)
Account information: Duration of your account plus 3 years
Marketing preferences: Until you withdraw consent
Website analytics: 26 months
Customer service records: 3 years from last interaction
When data is no longer required, we will securely delete or anonymise it.
9. Your Rights Under UK GDPR
Under UK data protection law, you have the following rights:
Right of Access: Request a copy of the personal data we hold about you
Right to Rectification: Request correction of inaccurate or incomplete data
Right to Erasure: Request deletion of your personal data in certain circumstances ("right to be forgotten")
Right to Restriction: Request restriction of processing in certain circumstances
Right to Data Portability: Receive your data in a structured, commonly used format
Right to Object: Object to processing based on legitimate interests or for direct marketing
Rights Related to Automated Decision-Making: Not be subject to decisions based solely on automated processing
Right to Withdraw Consent: Withdraw consent at any time where processing is based on consent
To exercise any of these rights, please contact us at privacy@planholiday.co.uk. We will respond to your request within one month.
You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe your data protection rights have been violated: ico.org.uk
10. Cookies and Tracking Technologies
We use cookies and similar tracking technologies to enhance your experience on our website.
Types of Cookies We Use:
Essential Cookies: Necessary for the website to function properly (e.g., session management, security)
Functional Cookies: Remember your preferences and settings
Analytics Cookies: Help us understand how visitors use our website (e.g., Google Analytics)
Marketing Cookies: Track your browsing activity to display relevant advertisements
You can manage your cookie preferences through your browser settings. Please note that disabling certain cookies may affect the functionality of our website.
For more information about the cookies we use, please see our Cookie Policy.
11. Marketing Communications
We may send you marketing communications about our services, special offers, and promotions if you have opted in to receive them.
You can opt out of marketing communications at any time by:
Clicking the "unsubscribe" link in any marketing email
Updating your preferences in your account settings
Contacting us at privacy@planholiday.co.uk
Please note that opting out of marketing communications will not affect essential service-related communications about your bookings.
12. Data Security
We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction.
Security measures include:
Encryption of data in transit (SSL/TLS) and at rest
Secure payment processing through PCI-DSS compliant providers
Regular security assessments and penetration testing
Access controls and authentication measures
Staff training on data protection and security
Incident response procedures
While we strive to protect your personal data, no method of transmission over the internet is 100% secure. We cannot guarantee absolute security but are committed to maintaining the highest standards.
13. Children's Privacy
Our services are not directed to individuals under the age of 18. We do not knowingly collect personal data from children.
If you are a parent or guardian and believe your child has provided us with personal data, please contact us immediately at privacy@planholiday.co.uk.
If we become aware that we have collected personal data from a child without parental consent, we will take steps to delete that information.
14. Third-Party Links
Our website may contain links to third-party websites, plugins, and applications. Clicking on those links may allow third parties to collect or share data about you.
We do not control these third-party websites and are not responsible for their privacy practices. We encourage you to read the privacy policy of every website you visit.
15. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors.
When we make material changes, we will:
Update the "Last updated" date at the top of this policy
Notify you via email (for significant changes)
Display a prominent notice on our website
We encourage you to review this Privacy Policy periodically to stay informed about how we protect your data.
16. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:
Plan Holiday Ltd
Email: privacy@planholiday.co.uk
General enquiries: support@planholiday.co.uk
Address: United Kingdom
We aim to respond to all data protection enquiries within 48 hours and will address any subject access requests within one month as required by law.
If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):
Website: ico.org.uk
Telephone: 0303 123 1113
* By using Plan Holiday services, you acknowledge that you have read and understood this Privacy Policy.