New Forest Hotels understands that customers care about the use and storage of their personal information and data and that you rely upon us to act in a careful and sensible manner in this regard.
Who We Are
New Forest Collection is the trading name of New Forest Hotels Plc. Reg. no. 1576403 (England) t/a Bartley Lodge, Beaulieu Inn, Forest Lodge, Burley Manor and The Drift.
Registered Office: New Forest Hotels Plc, The Lodge, Pikes Hill, Lyndhurst, Hampshire, SO43 7AS.
New Forest Collection is responsible only for the privacy statement and content of this website. We are not responsible for the privacy practices or use of cookies on websites that you have accessed before reaching our website or for third-party sites you visit from our website.
This privacy policy complies with the UK Data Protection Act 2018, the General Data Protection Regulation (GDPR) (EU) 2016/679, and all applicable UK data protection laws.
By browsing this website and communicating electronically with us, you acknowledge and agree to our processing of your personally identifiable information in this way.
Collecting Your Information
Making a Reservation
There are several ways to make a room booking:
By calling our reservations team on 0800 44 44 41 or contacting one of our properties directly.
Online at newforesthotels.co.uk, using our secure online booking system.
By emailing reservations@newforesthotels.co.uk (please note that payment details should never be sent via email).
Via a third-party booking agent such as Booking.com or Expedia. Please refer to their privacy policies for details on how they handle your data.
Personal information collected during booking includes:
Full name
Address
Contact number
Email address
Payment details (credit/debit card number, expiry date, and security code)
We may collect details about dietary requirements, accessibility needs, or special requests to enhance your stay.
All card transactions are processed using a secure, PCI DSS-compliant payment system with encrypted data. We will never request payment details via email.
We will use your personal information to send booking confirmations and pre-arrival communications.
During Your Stay
On arrival, we use the personal details stored in our Property Management System to confirm your booking and identity. If you booked through a third-party platform, we may request additional details at check-in.
For security and guest experience purposes, we may record preferences, room requests, or past stays in our system to personalise future visits.
For international guests, UK law requires us to collect your passport number and next destination. This information is securely held for 12 months, after which it is deleted.
Restaurant Bookings
Reservations can be made:
By phone with our reservations or reception teams
By email to our reservations team
Online via OpenTable
Personal details collected include:
Name
Contact number
Email address
If you have dietary restrictions or allergies, we may record this information to enhance your dining experience.
We use OpenTable for online bookings. Please refer to their privacy policy here: OpenTable Privacy Policy.
Marketing Communications & Consent
We would love to keep you informed about our latest news and offers, but you will only receive marketing communications if you have opted in.
Ways to opt-in:
- Signing up via our website
- Opting in when making a reservation
- Checking into a hotel or restaurant
- Ordering a gift voucher via Gifted
Ways to opt-out:
- Clicking ‘Unsubscribe’ in any email
- Updating preferences via our newsletter sign-up
- Contacting us directly at datacontroller@newforesthotels.co.uk
Your email and preferences are stored securely using Sharpspring CRM.
We do not share personal data with third parties for their direct marketing purposes.
Web Chat & Online Enquiries
We use Triptease for web chat enquiries. You may be asked for:
- Name
- Email address
- Contact number
- Your chat history is stored securely. If you wish to delete your chat history, contact us at datacontroller@newforesthotels.co.uk
We may also track geo-location data through IP addresses when using our chat service, to improve service response times.
CCTV & Security Monitoring
CCTV is installed in public areas, entrances, and exits of our properties for security purposes. Footage is securely stored and accessible only to authorised personnel.
CCTV footage may be shared with law enforcement if required by law.
Storing Your Information Securely
Your personal information is securely stored in our cloud-hosted central reservations system. We only retain your data for as long as necessary to:
- Fulfil our service to you
- Comply with legal and financial reporting requirements
Your data may also be stored by trusted third-party providers such as OpenTable, Gifted, GuestRevu, Ovatu, and Sharpspring.
Employee Access
Only authorised employees can access your personal information on a need-to-know basis.
Third-Party Data Sharing
We do not sell or rent personal data. We only share necessary information with:
- Trusted partners (e.g. OpenTable, Triptease) to enhance your experience
- Legal authorities if required by law In the event of a company sale or merger, your personal data may be transferred to new ownership.
Cookies & Web Tracking
Cookies help us improve website functionality and marketing efforts.
- Types of Cookies We Use
- Essential Cookies – Required for website functionality.
- Analytical Cookies – Help us understand how visitors interact with our site.
- Marketing Cookies – Used for targeted advertising.
We use Google Analytics, Facebook Pixel, and other tracking tools to measure website performance and improve user experience.
To opt-out, you can adjust cookie settings in your browser or use a third-party tool like Google’s Ads Settings.
Data Breach Policy
In the unlikely event of a data breach, we will:
- Notify the Information Commissioner’s Office (ICO) without delay.
- Inform affected individuals if their personal data is at risk.
Potential data breaches include:
- Unauthorised access to personal data
- Accidental loss of data through cyber-attacks
- Incorrect disclosure of personal data
Accessing & Amending Your Data
You have the right to:
Request a copy of your personal data
Correct inaccuracies
Request deletion of your data where applicable
To make a request, contact:
Data Controller
New Forest Hotels Plc
The Lodge,
Pikes Hill
Lyndhurst,
Hampshire
SO43 7AS
Email: datacontroller@newforesthotels.co.uk
Changes to Our Privacy Policy
We review our privacy policy regularly and update it when necessary.
Last updated: 25th February 2025
For any concerns, please contact our Data Controller at datacontroller@newforesthotels.co.uk.