Privacy Policy

1. Introduction

Eden Resorts ("we", "us", "our") is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, and share your personal data when you visit our website, enquire about our lodges, book a viewing, or interact with our services.

We are the data controller for the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. If you have any questions about this policy or our data practices, please contact us at info@edenresorts.co.uk.

2. Information We Collect

We may collect and process the following personal data:

Information you provide directly

• Contact details: Name, email address, telephone number, and postal address when you enquire about a lodge, book a viewing, or subscribe to our newsletter.
• Viewing booking details: Preferred dates, times, lodge preferences, and any additional notes you provide when arranging a visit to our resorts.
• Communication records: Messages sent via our AI concierge chatbot, email correspondence, and telephone conversations.
• Newsletter subscriptions: Your email address when you subscribe to receive our marketing communications.

Information collected automatically

• Technical data: IP address, browser type and version, operating system, device type, and screen resolution.
• Usage data: Pages visited, time spent on pages, referring website, and navigation patterns.
• Cookie data: Information collected through cookies and similar technologies (see our Cookie Policy for full details).
• Advertising data: Which advert or campaign brought you to our website, and whether you then submitted an enquiry or called us, collected through Google Ads conversion tracking where you have consented.

3. How We Use Your Information

We use your personal data for the following purposes:

• To respond to enquiries: Processing your requests for information about our lodges, resorts, and services.
• To arrange viewings: Scheduling and managing viewing appointments at Rosetta Retreats and Messingham Lakes.
• To send information packs: Delivering lodge information packs, income guides, and brochures you have requested.
• To send marketing communications: With your consent, sending newsletters, special offers, and updates about new lodge releases and resort developments.
• To improve our website: Analysing usage patterns to enhance the user experience, content, and functionality of our website.
• To measure and improve our advertising: With your consent, understanding which Google Ads campaigns lead to enquiries and, where enabled, showing relevant adverts to people who have previously visited our website.
• To operate our AI concierge: Processing your messages to provide helpful responses about our lodges and services.
• To comply with legal obligations: Meeting our regulatory and legal requirements.

Google Analytics and Google Ads

We use Google Analytics 4 to understand how visitors use our website, including pages visited, traffic sources and enquiry submissions. We use Google Ads conversion tracking to measure enquiries and calls generated by our advertising, and, where enabled, Google Ads remarketing to show relevant adverts to previous visitors on Google and partner websites.

These are not strictly necessary cookies. They are only activated after you agree to them through our cookie banner, and you can withdraw or change your consent at any time through our cookie settings. Rejecting them will not stop you using our website. More information on how Google uses data is available at policies.google.com/privacy.

4. Lawful Basis for Processing

Under UK GDPR, we rely on the following lawful bases to process your personal data:

• Consent: Where you have given clear consent for us to process your personal data for a specific purpose, such as subscribing to our newsletter, receiving marketing materials, or accepting analytics and advertising cookies.
• Contractual necessity: Where processing is necessary for the performance of a contract with you, or to take steps at your request before entering into a contract (e.g., arranging a viewing or processing a lodge purchase).
• Legitimate interests: Where processing is necessary for our legitimate business interests, such as improving our website and services, provided these interests do not override your rights and freedoms.
• Legal obligation: Where we need to process your data to comply with a legal obligation.

5. Who We Share Your Data With

We may share your personal data with:

• Our resort teams: Staff at Rosetta Retreats and Messingham Lakes who need your information to arrange viewings and respond to enquiries.
• Email service providers: Third-party providers that help us send emails and marketing communications.
• Google: For website analytics and advertising measurement (Google Analytics and Google Ads), where you have consented to cookies.
• AI service providers: Technology partners that power our AI concierge chatbot, who process data in accordance with strict data processing agreements.
• Legal and regulatory bodies: Where required by law or to protect our legal rights.

We do not sell your personal data to third parties. We do not transfer your data outside the UK or European Economic Area without appropriate safeguards in place. Some providers, including Google, may process data outside the UK; where this happens, appropriate safeguards such as adequacy arrangements or approved contractual clauses apply.

6. How Long We Keep Your Data

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected:

• Enquiry and viewing data: Retained for up to 3 years from your last interaction with us.
• Newsletter subscriptions: Retained until you unsubscribe or request deletion.
• Chatbot conversations: Retained for up to 12 months for service improvement purposes.
• Website analytics data: Retained for up to 26 months in anonymised form.
• Advertising data: Retained according to Google Ads settings and retention periods.

7. Your Rights

Under UK data protection law, you have the following rights:

• Right of access: You can request a copy of the personal data we hold about you.
• Right to rectification: You can ask us to correct inaccurate or incomplete data.
• Right to erasure: You can ask us to delete your personal data in certain circumstances.
• Right to restrict processing: You can ask us to limit how we use your data.
• Right to data portability: You can request your data in a structured, commonly used format.
• Right to object: You can object to our processing of your data, including for direct marketing.
• Right to withdraw consent: Where we rely on consent, you can withdraw it at any time.

To exercise any of these rights, please contact us at info@edenresorts.co.uk. We will respond to your request within one month.

8. Data Security

We take the security of your personal data seriously. We implement appropriate technical and organisational measures to protect your data against unauthorised access, alteration, disclosure, or destruction. These measures include encrypted data transmission (SSL/TLS), secure server hosting, access controls, and regular security reviews.

9. Children's Privacy

Our website and services are not directed at children under the age of 16. We do not knowingly collect personal data from children. If you believe we have collected data from a child, please contact us immediately and we will take steps to delete it.

10. Complaints

If you are unhappy with how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

11. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.

12. Contact Us

If you have any questions about this Privacy Policy or wish to exercise your data protection rights, please contact us: