City Rooms by Hiive

Privacy and cookies

How City Rooms by Hiive handles website enquiries, cookies and Cloudbeds bookings.

Last updated: 30 September 2026

1. Who we are

15 New Street Trading Ltd, trading as City Rooms by Hiive (company number 16973194), is the controller of your personal data. Contact for privacy questions: our contact form or 01905 964700, or by post to 15 New Street, Worcester, WR1 2DP.

2. What we collect

Booking details: name, email, phone number, address, dates, room, number of guests, special requests and booking history.
Payment details: processed by our booking system and its payment provider. We see only limited card details (for example the last four digits).
Guest registration details: for guests who are not British, Irish or Commonwealth nationals, the law requires us to record nationality and passport details (Immigration (Hotel Records) Order 1972).
Messages: contact-form submissions, emails, phone calls and WhatsApp messages you send us.
Website data: if you accept analytics cookies, information about how you use our website (pages visited, device type, approximate location).
Security: CCTV images from the building's communal areas and exterior (there are no cameras in guest rooms), and smart-lock entry logs showing when access codes are used.

3. How and why we use it

Purpose	Legal basis
Taking and managing your booking, sending access codes, providing your stay	Contract
Taking payment and preventing fraud	Contract and legitimate interests
Keeping guest registration records and financial records	Legal obligation
Replying to your enquiries and complaints	Legitimate interests
Asking for a review after your stay	Legitimate interests (you can opt out at any time)
Sending offers and news by email	Consent, or for past guests, similar-service offers under PECR, with an easy opt-out in every email
Understanding how our website is used (analytics)	Consent
Keeping guests and the building safe, and preventing and investigating crime (CCTV, entry logs)	Legitimate interests

4. Who we share it with

We share only what is needed with:

Cloudbeds – our booking, property management and payment system
Online travel agents (e.g. Booking.com, Expedia), if you booked through them
Our smart-lock provider, to create your access code
Meta (WhatsApp), if you message us on WhatsApp
Resend, to deliver messages submitted through our contact form
Google (Analytics 4, if enabled after cookie consent, and Business Profile)
Our email and IT providers, accountants and professional advisers
The police or other authorities, where the law requires it

Some of these providers process data outside the UK. Where they do, appropriate safeguards are in place, such as the UK International Data Transfer Agreement or an adequacy decision.

Live chat

If you use our guest chat, we store your messages and, if you ask for a colleague to reply, your first name, email address and optional booking reference. We use this information to answer enquiries, arrange a human reply and improve our hotel information. Anthropic processes chat questions to generate answers, and Resend sends confirmed referrals and acknowledgement emails. Do not share card details or door access codes in chat. Card-number-like data is redacted before storage and AI processing. Conversations and related referral records are automatically deleted after 12 months; contact us if you would like to exercise your data rights sooner.

Chat uses browser-session storage to remember your conversation, not for advertising or analytics. Chat administration uses a strictly necessary, HTTP-only sign-in cookie lasting up to eight hours. Using chat does not enable analytics or change your cookie choice.

5. How long we keep it

Booking and payment records: 6 years after your stay (tax and accounting requirements)
Guest registration records: at least 12 months, as required by law
Enquiries that didn't lead to a booking: 12 months
Marketing list: until you unsubscribe
Analytics data: 14 months
CCTV footage: 30 days, unless needed to investigate an incident or requested by the police

6. Your rights

You have the right to access your data, correct it, ask us to delete it, restrict or object to how we use it, and receive it in a portable format. You can withdraw consent at any time, for example by unsubscribing or changing your cookie settings. To use any of these rights, use our contact form or write to the postal address above. We will respond within one month.

If you are unhappy with how we handle your data, please tell us first. You also have the right to complain to the Information Commissioner's Office (ico.org.uk, 0303 123 1113).

7. Cookies

We use cookies and similar technologies on hiiverooms.com.

Cookie / storage	Provider	Purpose	Type	Duration
city-rooms-consent (local storage)	City Rooms by Hiive	Remembers your cookie choice	Strictly necessary	Until cleared
Booking engine cookies	Cloudbeds	Make the booking and payment process work	Strictly necessary	Session to 1 year
_ga, _ga_*	Google Analytics 4 (if enabled)	Count visits and show how the site is used	Analytics (only if accepted)	Up to 2 years

Optional analytics only load if you click “Accept” and analytics is configured. You can change your choice at any time using the control here or in the website footer. Cloudbeds' booking functionality is not controlled by the optional analytics choice.

8. Changes

We may update this notice. The date at the top shows when it last changed.