Privacy notice

Urban Chic is a trading name of Platinum Accommodation Limited, a company registered in England and Wales under company number 09440865, with its registered office at 6 Dorset Street, London, W1U 6QL, United Kingdom.

Our apartments in Abu Dhabi are operated by our associated company Urban Chic Ltd, which is the controller for information about those stays. You can reach either company using the contact details below.

Being the “controller” means we decide why and how your personal information is used.

You can reach us about anything in this notice at:

• Email: mail@my-urbanchic.com
• Phone: 020 7935 1096
• Post: Data Protection, Platinum Accommodation Limited, 6 Dorset Street, London, W1U 6QL

Please note that 6 Dorset Street is our office address. It is not a guest property, and guests should not arrive there to check in.

When you book or stay with us

Your name, email address, phone number, billing address, the dates and property you have booked, the number and names of guests in your party, any access or accessibility requirements, special requests, and your arrival and departure details. If you contact our on-call team during a stay we will also hold a record of that contact.

When you pay

Payments are processed by Stripe. Your full card number does not reach our systems and we do not store it. We receive confirmation that a payment succeeded or failed, the amount, and a partial card reference for reconciliation and refunds.

When you enquire or message us

Whatever you choose to tell us — by the website, email, phone or WhatsApp — together with your contact details and our replies.

When you message us on WhatsApp

Your WhatsApp phone number, your display name as WhatsApp provides it, and the content of your messages, including any photographs or documents you send. There is more on WhatsApp specifically below.

When you browse the site

Your IP address, the pages you view and when, and basic device and browser information. If — and only if — you accept advertising cookies, an advertising identifier such as Google’s _gcl_au. Our cookie policy explains this in full and you can change your choice at any time using the Cookie settings link in the footer.

When you list a property with us

Your name and contact details, the property address, ownership or management details, and the bank details we need in order to pay you.

When you apply for a job with us

Your name, contact details, CV and anything else you choose to send us. We keep applications for twelve months so that we can consider you for other roles, and then delete them. Tell us if you would rather we deleted yours sooner.

Usually directly from you. We also receive booking details from the booking platforms a property is listed on, and payment confirmations from Stripe.

To take and manage your booking and provide your stay — including access arrangements, cleaning, maintenance, and our 24/7 on-call service. Lawful basis: performance of a contract with you.

To take payment and issue refunds. Lawful basis: performance of a contract.

To answer your enquiries, whether or not they lead to a booking. Lawful basis: our legitimate interests in responding to people who contact us.

To keep our properties, guests and business safe — including checking bookings that look fraudulent. Lawful basis: our legitimate interests in preventing fraud and protecting our property and our guests.

To keep accounting and tax records. Lawful basis: compliance with a legal obligation.

To measure how our advertising performs. Lawful basis: your consent, given through the cookie banner, which you can withdraw at any time.

WhatsApp is run by Meta, not by us. When you message us there, Meta handles your message on its own terms and under its own privacy policy, in addition to anything we do with it. We use WhatsApp because guests find it convenient, but please do not send us passport scans, card numbers, medical details or anything else highly sensitive over WhatsApp. If we need something like that, we will tell you a safer way to send it.

We keep WhatsApp conversations so that we have a record of what was agreed with a guest, and so that whoever picks up your next message can see the history.

Our cookie policy sets out exactly which cookies we use and what they do. Nothing non-essential is placed on your device unless you accept it. We do not sell your personal information, and we do not build a profile of you beyond measuring how our own advertising performs.

• Stripe, to process payments
• Guesty, the property management and reservation system we use to hold bookings, availability and guest details
• Google, for advertising measurement, where you have consented
• Meta, where you choose to message us on WhatsApp
• The booking platform your reservation was made through, where we need to communicate with it about your booking
• The owners or managers of the building you are staying in, where they need to know who is arriving and when
• Cleaning, maintenance and guest-services contractors, limited to what they need to do the job
• Our IT and hosting suppliers, who keep the website and our systems running
• Our accountants and professional advisers
• The police, a local authority or another public body, where we are required to provide information or where it is necessary to protect someone

We do not sell personal information to anyone.

We operate in both the United Kingdom and the United Arab Emirates, and some of our suppliers — including Stripe, Google and Meta — process information outside the UK. Where information leaves the UK we rely on the UK Government’s adequacy findings where they apply, or on the International Data Transfer Agreement or the UK Addendum to the European Commission’s standard contractual clauses. You can ask us for more detail about any particular transfer.

• Booking and payment records — seven years from the end of the relevant financial year, because tax law requires it
• Enquiries that did not lead to a booking — twelve months
• WhatsApp and other message threads — twelve months from the last message
• Job applications — twelve months from the date you applied
• Website and advertising data — as set out in the cookie policy

Under UK data protection law you have the right to:

• ask for a copy of the personal information we hold about you
• have inaccurate information corrected
• ask us to delete information, in some circumstances
• ask us to restrict how we use it, in some circumstances
• receive information you gave us in a portable format
• object to us using your information for our legitimate interests
• withdraw consent at any time, where we rely on consent

To exercise any of these, email mail@my-urbanchic.com or write to us at the address above. We will respond within one month. There is no charge.

If you want your information deleted, our data deletion page explains exactly how.

If you are unhappy with how we have handled your information, please tell us first and give us the chance to put it right. You also have the right to complain to the UK’s Information Commissioner’s Office at ico.org.uk, by phone on 0303 123 1113, or by post to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

We will update this page when our practices change and will alter the date at the top. If a change materially affects you, we will tell you directly.