Privacy policy

The Glasshouse Residences is a trading name of Glasshouse Cribs Limited, a company registered in England & Wales, company number 14550072, registered office 3rd Floor, The Glass House, 177–187 Arthur Road, London SW19 8AE. Full company details are on our legal page.

We are the data controller for the information described here, and we are registered with the Information Commissioner's Office under registration reference ZB634257.

For anything in this policy, including exercising your rights, email admin@theglasshouseresidences.com or write to us at the registered office.

This website sets no cookies on any page open to visitors, and runs no analytics. There are no tracking pixels and no advertising tools. We do not build a profile of you, and we never sell or share your information for advertising. You will not see a cookie banner here because there is nothing to ask you about.

Our staff area uses login cookies, as any password-protected page must. It is not part of the public site and guests never reach it.

If you switch between light and dark mode, that preference is saved in your own browser so the site remembers it next time. It stays on your device, never reaches us, and identifies nobody.

Our photographs and video tours are served from this website itself, so viewing them involves no other company.

Like any website, ours runs on a hosting service — Vercel — which processes requests and may record technical information such as your IP address, browser type and the page you asked for. This is used to keep the site running and secure.
Lawful basis: legitimate interests — keeping the site available and secure.

Our live availability and booking are provided by Hospitable. Their tools load inside a frame from their own website, and they appear on our home page, our search page and every property page — so this happens as soon as you arrive on the site, not only when you go to book.

Because those tools load from Hospitable, Hospitable and the services it relies on receive your IP address and basic technical information about your browser. This is what lets the calendar show real, up-to-date availability.
Lawful basis: legitimate interests — showing accurate live availability.

You enter your details — name, email address, phone number, stay dates and payment information — into Hospitable's booking tool, not into our pages. What Hospitable does with them is set out in their privacy policy, and your information is stored in the United States — see Information that leaves the UK below.

This website never receives or stores your card details at any point. Payment is handled by Hospitable's payment processor.

We receive your booking information so that we can host your stay: confirm the reservation, give you arrival and access details, contact you about the stay, and keep the records we are legally required to keep.
Lawful basis: performance of our contract with you, and legal obligation for the records we must keep.

Do you have to give us this information?There is no legal obligation to, but we cannot take a booking without it — we would have no way to confirm your stay, let you in, or meet the record keeping the law requires of us. If you would rather not provide it, you simply can't book, and nothing else happens.

We may contact you by phone or through a messaging app about your booking — for example to arrange arrival. Those messages sit with whichever service carries them, under that service's own privacy terms.

We also keep booking details in our own spreadsheets and documents to run the flats day to day, and we keep a copy of our message history with you on our own system, so we have a record of what was agreed.
Lawful basis: performance of our contract with you — we cannot host a stay without being able to reach you.

If you email us, we keep that email so we can answer you, and where it concerns a stay, alongside the booking it relates to.
Lawful basis: legitimate interests — answering you.

Help writing replies. When you message us about a booking, we may use an AI assistant to draft a suggested reply. Your message is sent to Anthropic, based in the United States, for that purpose.

A person reads and edits every reply before it is sent to you. Nothing is sent automatically, and the assistant cannot change, confirm or cancel a booking. We don't keep the conversation for this — we record only an anonymised note of the general topic, with things like email addresses and phone numbers stripped out first.
Lawful basis: legitimate interests — answering you accurately and quickly.

We do not send marketing emails and have no plans to. If that ever changes we will ask your permission first.

Only the companies that make the service work: Hospitable (booking and availability) and its payment processor, Vercel (hosting), and Anthropic (the AI assistant that helps us draft replies to your messages). Each handles your data under its own terms and only to provide that service.

Nobody who cleans or maintains the flats is given your name. We do not use co-hosts or letting agencies. There are no cameras, smart locks or listening devices in our flats.

All of those companies are based in the United States, so your information is processed there as well as here.

Hospitable stores booking information in the United States. Hospitable states that it relies on the “appropriate safeguards” route permitted by Article 46 of the GDPR, together with its own organisational and technical measures. You can read what they do with your information in their privacy policy.

Vercel, our hosting provider, transfers data under the 2021 Standard Contractual Clauses approved by the European Commission, together with the UK International Data Transfer Addendum, and is certified under the UK Extension to the EU–US Data Privacy Framework. Their terms are in their data processing addendum.

Anthropic, whose AI assistant helps us draft replies, transfers data under the Standard Contractual Clauses, which form part of its data processing addendum. You can read what they do with data in their privacy policy.

Booking and financial records: 6 years, counted from the end of the financial year they relate to. We are legally required to keep company accounting records for this long.

Messages and correspondence with guests — texts, messaging apps and emails — are kept alongside the booking they relate to, and go when it does. So the same six years, and no longer.

If you'd like your messages removed sooner, ask us and we will, unless we're required to keep something as part of the booking record.

We do not make any decisions about you by automated means, and we do not profile you. Every booking is looked at by a person. Nothing on this site scores, ranks or sorts guests.

The site is served over an encrypted connection, and the parts of it that are not open to the public sit behind a login limited to named people. Card details never reach this website at all — they go straight to Hospitable's payment processor.

No system is perfect. If something ever goes wrong with your information and it is likely to affect you, we will tell you and, where the law requires it, the Information Commissioner's Office.

Under UK data protection law you can ask us to:

• give you a copy of the personal data we hold about you
• correct anything that is wrong
• delete it, where we are not legally required to keep it
• restrict or object to how we use it
• provide it in a portable format

To do any of these, email admin@theglasshouseresidences.com. We will reply within one month.

If you are unhappy with how we have handled your information, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

This website is not intended for children, and we do not knowingly collect their personal data.

If we change this policy we will update the date at the top of this page.