Privacy Policy

This notice explains what we do with your personal data and the steps we take to keep it secure. It explains when and how we collect personal data, who we share it with, how we process it and what your rights are in respect of the personal data processing we carry out.


Henrietta House is a privately owned hotel in Bath, England, UK. Within our company we provide short-term accommodation with breakfast in our property at Henrietta House, 27-29 & 33 Henrietta Street, Bath, England, UK, BA2 6LR.


We believe that a good customer experience means:

  • Providing you with the products and services you want
  • Giving you relevant information about our company, brands, products and special offers
To do these things well, we need to process some of your personal data. We do this whenever:
  • you use our websites
  • we need to verify your age
  • you book a room
  • you make a payment or request a refund
  • you use our Wi-Fi service
  • you use our gift cards
  • you submit queries, compliments or complaints
  • we record CCTV images
  • an accident occurs

We don’t keep your personal data for any longer than we need it. See our Data Protection Policy for more details.

We do not share your personal data with other companies. We will not sell your personal data. We might need to share your personal data to uphold your rights, our rights or the rights of other people and we may need to share your personal data to meet some of our legal obligations.


Under certain circumstances, data protection laws in relation to your personal data allow the right to:
  • Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
  • Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
  • Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
  • Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
  • Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
  • Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

We try to respond to all legitimate requests within one month. Occasionally, it may take us longer than a month if your request is particularly complex or you have made a number of requests. In such cases, we will notify you and keep you updated.

To avoid misunderstandings, all cancellations are acknowledged in written form and must be confirmed by the hotel via email from Please retain the confirmation in the event of cancellation.

Standard rate, B&B, inclusive of tax:

No cancellation fee will be charged if the reservation is cancelled at least 72 hours/three days prior to arrival. For cancellation less than 72 hours before the intended arrival date, or in the event of a 'no-show' total for the reservation will be charged.

Non-refundable rate, B&B, inclusive of tax:

The payment is required at the time of making the reservation and no refunds will be offered if you cancel your booking. Reservations cannot be modified. There are no refunds in the event of a ‘no-show’.

Group Bookings (4 or more rooms)

To secure a group booking we require credit card details and a non-refundable deposit of 20% of the total cost of the booking. This deposit will be deducted from your total account, which will be payable on arrival.

If the booking or a part of the booking is cancelled 21 days or less before the intended arrival, 100% of the cost (less the deposit) for the total stay will be charged to your card.

Special Offers:

Special offers are subject to availability and only valid at time of booking. Bookings must be made on the Henrietta House website or by calling the hotel. Existing bookings and third-party bookings are not eligible for special rates/offers. Offers cannot be combined. No exceptions will be made.

Pricing & Payments

  • Prices are charged in British Pound Sterling (GBP) and conversions are for guidance only. Prices are subject to change.
  • Group reservations payments – see ‘Deposit’ in Henrietta House Terms & Conditions and Group Reservations in Henrietta House Cancellation policy.


  • 20% of the total value of the reservation is charged for group reservation at the time of making the reservation. Remaining balance is charged 21 days prior to arrival. See cancellation policy for group bookings.
  • Deposits are applicable for group reservations and/or for special offer bookings.


  • All reservations are confirmed via email from
  • Separate terms & conditions apply for reservations made under promotional offers.
  • To confirm the reservation, we will require your full name, postal address, contact telephone number (mobile phone if possible) and card details to secure the reservation.
  • To avoid misunderstandings, all cancellations are acknowledged in written form and must be confirmed by the hotel via email from . Please retain the confirmation in the event of cancellation.
  • For reservations made via third party, travel agents or websites such as,, etc, look out for their booking confirmation email and booking cancellation confirmation email.
  • Due to the size of our accommodation/breakfast room, Henrietta House reserve the right to refuse reservations of 6 or more rooms.
  • Some of our rooms are described Double/Twin. While making a reservation for those rooms, please make sure to indicate your bed arrangement preference. If we will not hear from you, we will set-up those rooms with twin beds and we may not be able to offer you double bed instead, however, in special circumstances we may offer you a king-size bed at £15 charge. Your indication is required for: Large Double/Twin bedroom, Medium Double/Twin bedroom, Garden Rooms and Top Floor Apartment

Damage caused to property during your stay

  • Should any damage be caused to any of our property, you will be notified of this and charged for the cost of the broken property. Extra cleaning fee will be applicable, depend on the nature of the damage. If the room remain unusable after extra cleaning, we reserve the right to charge for the nights when the room is unusable. If the room was booked for those nights by other guests, further charges (guest re-location cost) are applicable.
  • Cleaning costs will be charged if you fail to adhere to this policy. Additional cost may occur if Henrietta House is not able to let this room for new arrival. You may be charged full cost of new arrival reservation.
  • Extra Housekeeping Charge: should your room be in a state that requires extraordinary time and attention from housekeeping, an additional housekeeping fee will be charged to your card.


  • Henrietta House is a non-smoking establishment.
  • Cleaning costs of £150 will be charged if you fail to adhere to this policy. Additional cost may occur if Henrietta House is not able to let this room for new arrival. You may be charged the full cost of new arrival reservation and relocation.


  • In case of discovery of a fire, please do not use lift, and if it’s safe to do so, inform member of staff or use the closest fire 'call point'. Use the stairs to evacuate the building and proceed to assembly point which is situated by the number 7 Henrietta Street – on the other side of the road from Henrietta House front door.
  • If you need help or assistance, please contact the reception on 01225 632 632 between 7am and 9pm daily, or on night porter emergency number on 01225 632 148, between 9pm and 7am.

Children and/or Extra Bed

  • All children under 3 years stay free of charge when using existing beds or baby cots. Please specify your request at the time of making the reservation.
  • Children between ages of 3 to 13 can use extra beds/camp – zed beds, at £25 per night. Maximum number of extra beds/baby cots is one per bedroom. Baby cots and extra beds are provided only in selected bedrooms. Please enquire for availability.

Guide Animals

  • Pets are not allowed, with exception for certified guide animals.


  • Internet: Wi-Fi is available in the entire hotel and is free of charge.
  • Upon the check-in guests are provided with a magnetic room key-card. Failing to return the key-card will attract £15 charge.
  • All our bedrooms are serviced daily. Stay rooms (those rooms which are booked for two or more nights) are likely to be serviced late afternoon between 3 and 4.30pm.


  • Full English and choice of other breakfast options is included in the room rate, unless otherwise indicated in your special offer booking.
  • Breakfast is served in a lower ground dining room (accessible via lift) seven days per week from 8am until 10.30am.
  • We are happy to provide a breakfast supplement (packed lunch) should you need to check-out/leave Henrietta House before breakfast service. However, please make sure to let us know by 11am day before you intended to pick up your packed lunch.
  • You are responsible to notify the Henrietta House prior to arrival if you have any allergies or food intolerance's.


  • Private parking, subject to availability, is possible on site (confirmed reservation is needed) and costs GBP 20 per day. Parking is available from 3 pm on at the day of arrival until 3pm on the day of departure.
  • We cannot accept responsibility for any loss or damage of property or vehicles left in our car park or on-street.
  • On-street parking permits are provided at a cost of £12 per night and a £20 cash deposit will be required at the time the permit is issued. When the permit is returned the deposit will be refunded in full. Failing to return the permit will attract £75 charge.

Check In/ Check out

  • Check in is between 3 pm and 9 pm
  • Check out is from 7 am until 11am – the latest
  • Reception is staffed every day from 7am until 9pm
  • If your approximate arrival time is after 9pm, please let us know in advance so we can arrange late check-in for you.


While every effort has been made to ensure the accuracy of all material on this website the hotel does not accept direct, indirect or consequential liability for loss or damage to your property.

Policy Statement

Henrietta House collects and uses information about people with whom it communicates. This personal information must be dealt with properly and securely, however it is collected, recorded and used – whether on paper, in a computer or recorded on other materials – and there are safeguards to ensure this is compliant with the Data Protection Act. Henrietta House regards the lawful and correct treatment to personal information as very important to the successful and efficient performance of its functions, and to maintain confidence between those with whom it deals. To this end Henrietta House fully endorses and adheres to the principles of Data Protection set out in the General Data Protection Regulations 2018.


The purpose of this policy is to ensure that the staff of Henrietta House, Bath, is clear about the purpose and principles of Data Protection and to ensure that it has guidelines and procedures in place which are consistently followed. Failure to adhere to these guidelines and procedures is unlawful and could result in legal action being taken against Henrietta House or its staff.


The General Data Protection Regulations regulate the processing of information relating to living and identifiable individuals (data subjects). This includes the obtaining, holding, using or disclosing of such information, and covers computerised records as well as manual filing systems and card indexes.

Data users must comply with the data protection principles of good practice which underpin the GDPR. To comply with the law, information must be collected and used fairly, stored safely and not disclosed to any other person unlawfully.

To do this Henrietta House, Bath follows the eight Data Protection Principles as out lined

  • Personal data will be processed fairly and lawfully
  • Data will only be collected and used for specified purposes
  • Data will be adequate, relevant and not excessive
  • Data will be accurate and up to date
  • Data will not be held any longer than necessary
  • Data subjects’ rights will be respected
  • Data will be kept safe from unauthorised access, accidental loss or damage
  • Data will not be transferred to a country outside the European Economic Area, unless that country has equivalent levels of protection for personal data.


The following procedures have been developed in order to ensure that Henrietta House meets its responsibilities in terms of Data Protection. For the purposes of these procedures data collected, stored and used by Henrietta House falls into 2 broad categories:

  • Henrietta House internal data records; Staff & Contractors
  • Henrietta House external data records; clients.

Henrietta House, as a body is a DATA CONTROLLER under the Act.

External Data Records

Henrietta House obtains personal data (such as names, addresses, phone numbers and email address along with bank card details and other data which may be considered as sensitive data) from clients. This data is obtained, stored and processed solely to assist staff in the efficient running of services. Personal details supplied are only used to send material that is potentially useful. Most of this information is stored on the organisation’s database.

Henrietta House obtains personal data and information from clients in order to provide services. This data is stored and processed only for the purposes outlined in the agreement and service specification agreed by the client either online or by direct phone call.


Personal data is collected over the phone and by other methods such as e-mail. During this initial contact, the data owner is given an explanation of how this information will be used.

Written consent is not requested as it is assumed that informed consent has been granted when an individual freely gives their own details to secure the reservation/receive services.

Personal data will not be passed on to anyone outside the organisation with exception for contracted Data processing companies, without explicit consent from the data owner. This will not be made unless there is a legal duty of disclosure under other legislation, in which case the Henrietta House management will make disclosure.


Only the organisation’s authorised staff will have access to personal data. All authorised staff are made aware of the Data Protection Policy and their obligation not to disclose personal data to anyone who is not supposed to have it. Information supplied is kept in a secure filing, paper and electronic system and is only accessed by those individuals involved in the delivery of the service. Information will not be passed on to anyone outside the organisation without their explicit consent, excluding statutory bodies e.g. the HMRC. Individuals will be supplied with a copy of any of their personal data held by the organisation if a request is made. All confidential post must be opened by the addressee only.


Henrietta House will take reasonable steps to keep personal data up to date and accurate. If a request is received from an organisation/individual to destroy their records, we will remove their details from the database and request that all staff holding paper or electronic details for the organisation destroy them.


Personal data may be kept in paper-based systems and on a password-protected computer system. Staff are required to not pass any passwords to any unauthorised individuals and lock the computer when not in use. Henrietta House personnel must report any suspicious computer behaviour and not install any software. Access to Henrietta House computer system is strictly prohibited and is allowed only for trained staff. Paper-based data is stored in organised and secure systems.Henrietta House operates a clear desk policy at all times.

Henrietta House will not publish nor produce any photographs of clients unless written consent is obtained.

Responsibilities of employees

During the course of their duties with Henrietta House, staff will be dealing with information such as names/addresses/phone numbers/e-mail addresses of employees/clients/contractors. They may be told or overhear sensitive information while working for Henrietta House. The GDPR gives specific guidance on how this information should be dealt with. In short to comply with the law, personal information must be collected and used fairly, stored safely and not disclosed to any other person unlawfully. Staff, paid or unpaid must abide by this policy. To help staff comply with the terms of the GDPR, the attached Data Protection/Confidentiality statement has been produced. Employees are asked to read and sign this statement to say that they have understood their responsibilities as part of the induction programme.


Compliance with the Act is the responsibility of all staff, paid or unpaid. Henrietta House will regard any unlawful breach of any provision of GDPR by any staff member paid or unpaid, as a serious matter which will be dealt with under the disciplinary procedure. Any such breach could also lead to criminal prosecution. Any questions or concerns about the interpretation or operation of this policy statement should in the first instance be referred to the line manager.

Retention of Data

No documents will be stored for longer than is necessary. In regards to employees and contractors the data will be kept on file for up to 6 years. The client data in paper format will be kept for at least 6 years for records purposes. All documents containing personal data will be disposed of securely in accordance with the Data Protection Act principles. The client data in electronic format will be stored in password-protected computer system. All documents produced (print outs) containing sensitive data will be stored in a locked cabinets/drawer marked with ‘confidential data’ tag and will be shredded once they are no longer needed. With the exception of ‘guest registration cards’ all print outs containing sensitive data will be shredded on the day of guest departure. The housekeeping and breakfast lists, along with the evacuation list produced by Hotel Executive software will be shredded at the end of each day. Those documents must also contain an ‘Internal use data’ clause.