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As a vacation rental or serviced apartment manager aiming to nurture client relationships by running their direct booking campaigns and customer loyalty and guest retention programs, you need a robust database of your website visitors’ personal data and preferences. Therefore, you should lay the ground to encourage your prospect guests to trust your website and feel free to share information. Dedicate some time to explain to your users that their information allows you to better understand your client base and improve your services accordingly.
1. The Personal and Sensitive Information Your Website Collects
If your website deals with any sort of sensitive information like an individual’s race or ethnic origin, criminal record, salary, bank account or financial details, explicitly inform your guests and reassure them that your obligations are stricter concerning sensitive information. You will save and use this type of information with extra care.
2. Methods of Data Collection
Explain the methods you apply to collect information. There are some obvious methods for collecting data like contact forms and online surveys. There are also some ways, through which your website collects data invisibly by tracking IP addresses and locations, click history and the time users spend on each page.
3. Methods of Data Usage
Let your users know how you use their data and how the information you collect from them will help your business improve its service. You may use personal information for purposes like notifying visitors about changes and updates, advertising purposes, personalising services and offer exceptional help and support.
4. The Legal Obligations of Data Processing
5. The Information Sharing Basis
If you work with any third-party partner company or organisation like analytics services, and advertising agencies to perform some particular actions, let your guests know about them and the purposes you share the information with them. Simply explain the information handling process and your partners’ confidentiality and information protection policy.
6. The Data Retention Duration
Your guests and website users have the right to know how long you will keep and use their data. Let them know that their data will be stored until the fulfilment of the goals the data was collected for. Tell them that they can unsubscribe or delete their accounts when they no longer like to share information or receive any marketing messages from you.
One of the questions your customers will most probably ask is if their personal information remains on your database after their opt-out. The customers must have the right to withdraw their consent at any point or request erase, correction, edit or restrict the processing of their personal information.
7. Data Protection Measures
- Be as clear and detailed as you can in order to reflect the privacy laws and regulations.
- Bear in mind to update it from time to time to comply with the changes in the requirements of the law and your own policy changes. Notify the users of any possible alterations.
- Make sure the document can be easily found and opened on your website.
- Provide a list of the ways your customers can use to contact you, such as your email address and phone number. Offer multiple ways so that they can access you in many ways.
- Make it clear and easy for users to update, change, delete their personal information, and unsubscribe from your marketing communications.
Your website visitors are the people who are most likely to convert and book your listing and become your guests. Therefore, building trust on this stage is of high importance as it is their very first communication with your vacation rental business.