Privacy Policy
The Guest Insight · A service of Hubert Holidays Ltd · Last updated 1 October 2026
This policy explains how The Guest Insight uses personal information when you visit our website, request an analysis, discuss a project or receive our hospitality audit and mystery guest services. The Guest Insight is a service of Hubert Holidays Ltd, which is responsible for the personal information it controls.
1 Who we are and how to contact us
The Guest Insight is a service of Hubert Holidays Ltd (company number 15146229), registered in England and Wales. Hubert Holidays Ltd is the controller for personal information used for our website, enquiries, client relationships and business administration. Registered office: 38 Ashpole Furlong, Loughton, Milton Keynes, MK5 8EF, United Kingdom.
Contact us about privacy at audit@theguestinsight.com, by telephone on +44 7795 577045, or by post to the registered office above. Where a project involves personal information processed on a client’s instructions, the client may be the controller and we may be its processor; section 7 explains this distinction.
2 Information we may collect
The information we collect depends on your relationship with us and the service requested. It may include:
business contact details such as name, job title, business name, work email, telephone number and country;
enquiry and project details, including the service requested, objectives, proposals, fees, communications and feedback;
information about a business or property that you provide or that is publicly available online, such as website content, listings, published opening times and public reviews;
limited observations from an audit or mystery guest visit, which may describe an interaction, service issue or staff role where relevant to the agreed report;
booking, visit and expense records needed to carry out an authorised mystery guest assignment; and
technical and usage information about your device and visits to our website, including information collected through cookies if you consent to analytics.
3 How we obtain information
We obtain information directly from you through forms, email, telephone, WhatsApp and project work. We may also use public business websites, listings and reviews, receive project materials from a client, or receive information from a supplier or service provider engaged for a project. If you provide personal information about another person, you should have authority to do so and should make sure they receive relevant privacy information.
4 Why we use information and our lawful bases
We use business contact details and project information to respond to enquiries, prepare proposals, agree and deliver services, manage invoices, communicate with clients and keep appropriate records. Before a contract, we rely on steps taken at your request; during a contract, we rely on performance of that contract.
We may use limited business contact information to manage our client relationships, secure our systems, investigate a complaint, protect our legal position and improve our services. Where we rely on legitimate interests, we consider the impact on individuals and their rights.
When we independently review publicly available business information as part of a commissioned assessment, we rely on the contract where relevant and, where personal information is involved, our legitimate interests in evaluating the stated customer journey and advising the client. We limit identifiable information to what is relevant to the agreed scope.
We use information to meet tax, accounting and other legal requirements where necessary. We send marketing only where permitted by law; where consent is required, we ask first. You can unsubscribe or object to direct marketing at any time.
Website analytics are used only if you give consent through the cookie controls. Essential technical data may be used to operate the site, prevent abuse and keep it secure.
5 Audit and mystery guest information
A project may involve observations about how a service was delivered at a particular time. We aim to collect only what is relevant to the agreed scope and report findings to the commissioning client. We do not deliberately seek sensitive personal information and do not make audio or video recordings unless this has been separately agreed in writing and lawfully arranged.
If a client asks us to collect or review personal information about its guests, customers or staff, the project agreement will define the roles and instructions. Where we act as a processor, the client is generally responsible for establishing a lawful basis and providing appropriate privacy information to those people. If we determine the purpose and means ourselves for a separate purpose, we will act as a controller and provide any privacy information required for that processing. We will not seek or intentionally include special category information in a report unless this has been separately agreed and a lawful condition applies.
6 Who may receive personal information
We may share information with the client who commissioned a project, auditors or subcontractors who need it to perform the agreed work, website and email hosting providers, analytics providers where you consent, accountants, professional advisers and public authorities where required by law. We do not sell personal information.
We limit access to people who need the information for their role and require appropriate confidentiality and security arrangements. If we act as a processor for a client, that client’s instructions and data-processing agreement govern our handling of the relevant project data.
7 International transfers
We work with clients across the UK and Europe. Information may be accessed or sent to another country where a client, property, auditor or service provider is based. If a transfer is restricted by applicable data protection law, we use an approved transfer mechanism or another permitted safeguard. Contact us for information about safeguards relevant to your project.
8 How long we keep information
Enquiries that do not become a contract are deleted within 24 months, in line with our current website policy, unless we need the information to resolve a dispute, meet a legal obligation or establish, exercise or defend a legal claim.
For client projects, we retain contract, invoice, correspondence and final-report records for the time needed to manage the relationship and meet legal, accounting and claims requirements. Project notes and working files are kept only for as long as they are useful for the agreed service and any necessary follow-up, then securely deleted or anonymised. Where we act as a processor, the client’s written instructions govern return or deletion of project data.
9 Your data protection rights
Depending on the circumstances and applicable law, you may ask us to access or correct your personal information, erase it, restrict its use, receive certain information in a portable format, or object to processing. If we rely on consent, you can withdraw it at any time; withdrawal does not affect processing already carried out lawfully.
You have an unconditional right to object to direct marketing. Contact us at audit@theguestinsight.com to exercise a right or ask a question. We may ask for information needed to confirm your identity and will respond within the time required by law, usually one month. If we are processing your information on a client’s instructions, we may need to refer your request to that client.
You may complain to the UK Information Commissioner’s Office at https://ico.org.uk/make-a-complaint/. If you are in the European Economic Area, you may also contact the relevant data protection authority where you live, work or believe an infringement occurred.
10 Security and automated decisions
We use appropriate technical and organisational measures to protect personal information. Online communications cannot be guaranteed to be completely secure; do not send passwords, full payment card details or unnecessary sensitive information through an enquiry form or ordinary email.
We do not currently make decisions about individuals solely by automated processing that produce legal or similarly significant effects.
11 Cookies and changes to this policy
Our Cookie Policy explains essential cookies and optional analytics on theguestinsight.com. You can change your analytics choice through the Cookie settings control on the website. We may update this policy when our services, data practices or legal requirements change; the current version and update date will be published on our website.
12 Contact
For privacy questions or requests, contact The Guest Insight at audit@theguestinsight.com, call +44 7795 577045, or write to 38 Ashpole Furlong, Loughton, Milton Keynes, MK5 8EF, United Kingdom.
The Guest Insight | Updated 1 October 2026 |