Guest data policy

This policy covers the details of guests who book a property that uses TravelFrontDesk: on the property’s own website, at its front desk, by phone or message, or in the TravelFrontDesk app. It is part of every property’s agreement with us. What travelfrontdesk.com itself collects is in our privacy policy.

1. Who is responsible

The property you book with is responsible for your details. Under the Data Privacy Act of 2012 it is the personal information controller: it decides what is asked for and what it is used for.

TravelFrontDesk is made by Brand N Build Services, in the Philippines. We run the system the property uses, and we handle your details only on the property’s behalf and on its instructions, as its personal information processor.

One exception: if you create an account in the TravelFrontDesk app, that account (your name, email and password) is ours to look after, because it works across every property you book with. Section 4 explains what that does and does not mean.

2. What is kept

• Your booking: your name, mobile number, email address and country; your dates, the rooms, how many adults and children; any add-ons, special requests and notes; what the stay costs; and when you agreed to the property’s policies.
• Your stay: which room you were given, and when you checked in and out.
• Messages: what you and the property write to each other, including email replies to the property’s messages.
• Notes from the property’s staff about your stays, so the team can look after you next time.
• In the app: your account, the food and services you order during a stay, and the help you ask for.
• Emails sent to you about your booking, and whether they were delivered.

A booking taken at the front desk needs your mobile number or your email, either one. If you would rather give neither, the desk can still book you, and simply won’t recognise you on a later stay.

3. Why it is used

• To take your booking, hold the room and confirm it.
• To email you about your booking, and to let the property and you message each other.
• To run your stay: your room, your orders, your bill.
• To recognise you when you return to the same property. If a new booking has the same mobile number or email as an earlier one at that property, its staff see your past stays and their notes, so you don’t have to start over.
• To keep the property’s own records and reports.

4. What doesn’t happen

• Properties never see each other’s guests. A property sees only the bookings made with it. Recognising a returning guest happens inside one property, never across properties.
• Nothing is sold, and nothing is used for advertising. No profiling.
• We don’t send you marketing. The only emails you get are about your booking, sent for the property.
• Your app account lets you see all your bookings in one place. It does not let any property see your stays elsewhere.
• When the property syncs its calendar with Agoda, Booking.com or Airbnb, only the dates go across, marked “Not available”. Your name and details do not.

5. Who else sees it

• The property’s staff, each according to the role the owner gives them.
• Our team, only when the property asks us for help, or to fix a problem or keep the system safe.
• Amazon Web Services, in Singapore: it hosts the system, sends and receives the booking emails, and stores photos and files.
• MongoDB Atlas, which hosts the database.

Each handles your details only to provide its service to us.

6. How long it is kept

Your booking details are kept for as long as the property uses TravelFrontDesk, so its staff can keep their records and recognise returning guests. When a property stops using TravelFrontDesk, we give it a copy of its data if it asks, and delete it from our system within 90 days, unless the law requires us to keep it longer.

An app account is kept until you ask us to delete it.

7. Your rights

Under the Data Privacy Act of 2012 you can ask what is held about you, get a copy, correct it, or have it deleted, and you can object to how it is used. Ask the property you booked with: it decides. You can also email support@brandnbuildservices.com; we will pass your request to the property and help it answer within 30 days. For your app account, write to us directly. You can complain to the National Privacy Commission.

8. Security

Everything travels over HTTPS. Passwords are stored only as one-way hashes, never as text. Staff see only what their role allows. If something goes wrong that affects your details, we tell the property without delay, so it can tell you and the National Privacy Commission as the law requires.

9. For properties: what to tell your guests

Show a line like this next to your booking form, or say it at the desk:

“We use your mobile number or email to confirm your booking and to recognise you when you stay with us again. We never share it with other businesses. Details: travelfrontdesk.com/guest-data.html”

10. Changes

When this policy changes, the date at the top changes with it. If a change affects what properties have agreed to, we tell them by email first.