Document reference: MSL-POL-005 | Effective date: 14 July 2026
Privacy Notice
1. Who we are
MediStay Ltd operates the MediStay® website and booking platform.
Company number: 12931955
Registered office: 64 Claughton Street, St Helens, England, WA10 1SN
Email: info@medistayuk.com
Website: www.medistayuk.com
MediStay Ltd will normally be the controller of personal information collected through the MediStay® platform. Hosts may act as separate controllers for information they receive and use to provide Accommodation.
2. Information we collect
Identity and contact information
We collect name, address, email address, telephone number, date of birth where required, identification information, account details, and emergency contact details where provided.
Booking information
We collect selected Accommodation, Booking dates, Guest names, Booking history, check-in information, special requests, Host communications, cancellations, complaints, dispute submissions, and customer support messages.
Payment information
We may receive payment status, transaction references, payment amounts, billing addresses, partial payment card information, refund information, chargeback information, and fraud-prevention information.
Accessibility and health-related information
Customers may voluntarily provide limited information concerning disability, mobility requirements, accessible Accommodation, assistance animals, the need for a carer, medical equipment storage, or medication refrigeration. Customers should not provide detailed medical records unless specifically required and appropriate.
Technical information
We may collect IP addresses, browser information, device information, login records, cookie identifiers, website activity, security logs, fraud indicators, and approximate location information.
3. How information is collected
Information may be collected directly from the Customer, through a MediStay account, from a Host, from a payment provider, through website cookies, through customer support, through the dispute process, and through fraud-prevention or identity verification providers.
4. Why we use information
We may use information to create and manage accounts, process accommodation enquiries, facilitate Bookings, communicate with Hosts, process or facilitate payments, issue Booking Confirmations, administer amendments and cancellations, process refunds, provide customer support, support accessibility requirements, investigate disputes, provide mediation outcomes, prevent fraud, maintain platform security, comply with legal obligations, keep financial records, improve MediStay®, enforce our terms, and send permitted marketing.
5. Lawful bases
Contract: Where processing is necessary to provide the MediStay service or administer a Booking.
Legal obligation: Where processing is necessary to comply with tax, accounting, regulatory, court or other legal requirements.
Legitimate interests: Where processing is necessary to operate and improve the platform, prevent fraud, protect users, investigate disputes and maintain appropriate records.
Consent: Where consent is appropriate for marketing, non-essential cookies or optional health and accessibility information. Consent may be withdrawn at any time.
6. Health and accessibility information
Health and disability information may be special category personal data. Where this information is voluntarily provided, MediStay will collect only information reasonably necessary, explain why it is needed, seek explicit consent where required, limit access, share it only where necessary and lawful, and retain it only for as long as necessary.
7. Sharing information
We may share relevant information with the Host, payment providers, identity verification providers, fraud-prevention services, website and hosting providers, communications providers, customer support suppliers, professional advisers, insurers, dispute resolution providers, law-enforcement bodies, regulators, and courts. MediStay will not sell personal information to third-party advertisers.
8. Sharing information with Hosts
Information needed to provide a Booking will be shared with the relevant Host. The Host may use this information to accept or reject a Booking, provide access, communicate with Guests, verify identity, administer a security deposit, investigate property damage, and comply with legal obligations.
9. Dispute information
Information submitted through the dispute process may be shared between the Customer and Host where necessary to investigate the matter fairly. Information may be redacted where disclosure would be unnecessary, unsafe or unlawful.
10. International transfers
Some technology or payment providers may process information outside the United Kingdom. Where this happens, MediStay will use an appropriate legal safeguard.
11. Retention
MediStay will retain personal information only for as long as reasonably necessary. Information may be retained longer where necessary for legal proceedings, fraud prevention or another legal obligation.
12. Security
MediStay will use reasonable technical and organisational measures to protect personal information, including access controls, secure hosting, encryption where appropriate, password controls, audit records, secure payment providers, data minimisation, backups, and incident-management procedures. No internet-based service can be guaranteed to be completely secure.
13. Your rights
Depending on the circumstances, individuals may have the right to access their personal information, correct inaccurate information, request deletion, request restriction, object to certain processing, request transfer of certain information, withdraw consent, object to direct marketing, and complain to the Information Commissioner's Office. Some rights are subject to legal conditions and exemptions.
14. Marketing
MediStay may send marketing where consent has been given or applicable law permits it. Marketing can be stopped by using the unsubscribe link or contacting info@medistayuk.com.
15. Children
Bookings must be made by adults. Information about children may be processed where a child is included as a Guest and the information is reasonably necessary to administer the Booking.
16. Complaints
Privacy concerns should first be sent to info@medistayuk.com. Individuals also have the right to complain to the Information Commissioner's Office.
17. Changes to this Notice
MediStay may update this Privacy Notice when its services, technology, suppliers or legal obligations change.
Contact details
MediStay Ltd, 64 Claughton Street, St Helens, England, WA10 1SN
Email: info@medistayuk.com | Website: www.medistayuk.com | Company No. 12931955