Privacy Policy

The Canaries understands and respects the importance of your privacy, and we are committed to doing everything we can to safeguard personal information.

Please read this Privacy Policy to see how we use and protect your personal information. We also have a Cookie Policy which explains how we use cookies and other similar technologies. From time to time we may make changes to these policies, so please re-visit these pages regularly if you want to keep up to date with any changes we’ve made. Where we update such policies we will indicate the effective date. Your continued use of our services will mean you agree to those changes.

Our Privacy Policy covers all the platforms through which you choose to interact with us, including our mobile-enabled and social media sites (together, the “Sites”). By giving us your personal information, you agree to the storing or processing of your data in accordance with this policy.

By making a booking or submitting any personal information via our channels, you are agreeing to us handling your personal information as set out below. If you do not agree, unfortunately we can’t process your booking or other requests.

What kind of personal information do we collect?

When you book through us, you need to provide certain information such as your name, contact details and payment information. If you fill in the booking pages but do not complete the booking, you will still be considered to have provided us with that information.

If you contact us — whether by phone, e-mail or another method — you’ll be asked to provide certain information, likely including your name, e-mail address and phone number, so that we can respond to you appropriately.

There are also other instances when you’ll provide us with information, for example if you register to manage your booking, leave a review, or complete a survey.

Information you give to us about others in your party

If you’re booking with others or for someone else, you will have to give us their information as well, for example their name. It’s your responsibility to ensure that they are aware that you have done so, and that they accept how we use and process their information as well as yours.

What information do we collect automatically?

When you visit our Sites we automatically collect certain information such as the device IP address, the date and time you visited, the hardware, software or browser used, and information about your visit, including any pages you viewed and interacted with. We do this even when you don’t make a booking. For more information, please see our Cookie Policy.

Information we get from others

We might also get information about you from other sources, such as your Service Providers, payment processors, or social media sites. We may use this information together with information you provide in order to complete or process your booking.

What exactly do we do with your personal information?

Your personal information could be used in the following ways:

Processing your bookings: We use your personal information and the payment information you provide to ensure the hotel and transfer services you’ve selected are provided to you, or, where such services have been cancelled, to process refund requests. We need certain information about you and your party to fulfil the contractual obligations when you make a booking.

User Accounts: The information you provide when you set up an account allows us to provide you with additional services, including the ability to manage your bookings, personal settings and access to special offers.

To communicate with you about your booking: We’ll contact you using the email or telephone number you provided to give you information relevant to your arrangements — for example, to confirm your booking, notify you of any changes, or send administrative messages and reminders.

Customer Services: You can contact us at any time. You can do this through Manage My Booking on our website, through our Contact Us page, or by telephone. We’ll use the information you’ve given us to answer your questions and respond to your query.

Personalisation of your experience: We sometimes use your data to show you the most relevant products and services we think you’ll be interested in, such as the best deals for destinations you like or have viewed previously.

Promotional Activities: If you take part in any of our promotions (such as surveys) we will need to use the information you provide to run these promotions.

Improving our services: We may use your data to help us improve the quality and functionality of our services, including eliminating bugs, data analysis, testing, and statistical purposes.

Security: We may use your data to keep our Sites (and the information you provide to us) safe and secure, and to prevent fraud or unauthorised access.

Fraudulent Claims: We may use your personal information to prevent, detect or defend any claims or actions we believe to be potentially fraudulent or detrimental to our legitimate interests.

Legal and regulatory compliance: We might need to use your information in relation to any legal disputes, regulatory or compliance matters, or where necessary to enforce our rights.

When we process your information as described above, we rely on one or more of the following legal bases:

Performance of a contract: We need to use your information to carry out the contract that you have with us and your Service Providers.

Consent: Where we rely on your consent to process your personal information, you can withdraw that consent at any time by contacting us at privacy@lovecanaries.uk.

Legitimate interest: We may use your information for our own legitimate interests, for example to provide you with the most relevant content on our Site or to promote new services, and for certain administrative and legal purposes.

Legal obligation: We may process your information where we are required to do so to comply with a legal or regulatory obligation.

How do we store your data?

Any information that you provide is stored on secure servers, and all payment transactions on our Sites are encrypted. Only authorised personnel are permitted to access your information in the course of their work with us. Whilst we do our best to protect your information, no information transferred over the internet or stored electronically can be guaranteed to be completely secure, and you provide your information to us at your own risk.

We’ll only retain your information for a reasonable period of time, or for so long as either you or the law allows.

When you pay on our Sites, we don’t store your full card details. Card payments are processed by our payment processor, Stripe, using an encrypted token issued for the transaction.

When do we share your data with third parties?

In certain circumstances we may share the information you provide to us with organisations outside of The Canaries. The third parties who we might share your data with include:

Service Providers: If you make a booking, we’ll share your booking data with the relevant Service Providers — such as hoteliers and transfer providers — to complete your booking. The data shared may include your name, the names of any guests travelling with you, any preferences or special requests you told us about, and your contact details.

Due to the nature of our business and the arrangements you have chosen, it may be necessary for your data to be transferred to, and stored at, a destination outside the European Economic Area (“EEA”). Where this happens, we will take all reasonable steps to ensure that your data is handled securely and that appropriate safeguards are in place.

Payment Processors: When you make a payment on your booking, we use Stripe to process the payment. Stripe acts as a data controller in respect of the payment card and related data you provide for such purposes; Stripe’s privacy policy is available at stripe.com/privacy. If you request a chargeback, it may be necessary for us to share certain details with Stripe and the relevant financial institution so that they can manage the chargeback. This may include a copy of your booking confirmation and the IP address used to make your booking.

Third-party support services: These include anyone who provides support services or functions on our behalf, such as business analytics, review agencies and customer support services. They have access to, and may collect, information only as required to perform their agreed functions, and are not permitted to use it for any other purpose.

Law enforcement authorities: We will disclose personal information where required by law, or where we believe it is necessary for the prevention, detection or prosecution of potentially criminal acts, including fraud, security or anti-terrorism purposes.

Please note that we don’t control the privacy practices of these third parties or your Service Providers, and we encourage you to review their own privacy policies. Any information that you provide directly to your Service Providers or other suppliers is not covered by this Privacy Policy.

What rights do you have in relation to your personal information?

You have the following rights in relation to the personal information that we hold about you:

You may request a copy of the personal information we hold about you.
You may ask that we correct any inaccuracies in the data, ask us to transfer it to another party, or provide it to you so you can transfer it yourself.
You can ask us not to process your personal information for marketing purposes at any time by emailing privacy@lovecanaries.uk.
You have the right to request that we delete the personal information that we hold about you, where there is no other lawful reason for us to keep it.

If you would like to exercise any of your rights, please contact us at privacy@lovecanaries.uk. We will deal with any request in accordance with the EU General Data Protection Regulation (Regulation (EU) 2016/679) and applicable Spanish data-protection law.

If you feel we haven’t handled your personal data correctly, you have the right to complain to your local data protection authority. In Spain, this is the Agencia Española de Protección de Datos (AEPD) — further information is available at aepd.es. If you are resident in another EU country, you may contact your national supervisory authority.

How do we treat personal information of children?

You are only allowed to book through our Site if you are over 18 years of age. We only process information about children with the consent of the parents or legal guardians.

Who is responsible for processing your personal information?

Isidra Sánchez Melo, trading as The Canaries, controls the processing of data over the Sites — in legal terms, this means that Isidra Sánchez Melo is the Data Controller for the purposes of applicable data-protection law.

How can you contact us?

If you have any questions about this Privacy Policy or wish to exercise any of your rights under it, please contact us at:

Email: privacy@lovecanaries.uk

Post:

Isidra Sánchez Melo (The Canaries) Calle Gran Canaria, 71 35600 Puerto del Rosario Las Palmas Spain

This page was updated 13 July 2026.