Table of Contents
For owners of vacation rentals, serviced apartments, aparthotels, or hotels aiming for more direct bookings, fostering trust with customers or prospects is crucial. Transparency plays a key role in establishing trust in your business, ultimately impacting your revenue and net profits positively.
1. The Personal Information You Collect
Start with clarifying the exact type of personal information you are collecting from your customers/guests. It helps to make a detailed list of these items such as names, addresses, payment information, etc.
2. The Tools You Apply
Guests have the right to know the methods you apply to collect information. There are various methods or tools, and you need to clearly explain all of them such as whether you collect their info through using filled forms, observing CCTV cameras, etc.
3. The Usage of This Information for Your Business
Make sure to be as specific as possible in listing the ways you use the information. Additionally, clarify the aim of using all those methods to make the document more organised and comprehensible. Here are some examples of how you may use the personal information:
– For advertising purposes
– To notify guests about changes or the news they might be concerned with
– To make some services possible
– For emergency cases
– For communication services
4. The Legal Basis for Data Processing
5. How Is the Information Going to Be Shared?
6. The Duration You Keep the Data
The question of how long you keep their personal information is a relevant one that needs a clear answer from the guests’ point of view.
7. Is the Information in Safe Hands?
Reassure your guests that you store their personal information in a safe environment, keeping it away from unauthorised access, destruction, and loss. Write about the security policies and protection protocols you apply.
8. What Are Guests’ Rights in Relation to Their Personal Information?
Make sure to provide your guests with the option to opt-out or unsubscribe from your database. Explain how you made it possible for them to edit or change their information in the future. The customers must be authorised to withdraw their active consent at any point.
9. How to Contact and Complain
Provide a list of various ways for your customers to contact you, such as email address, phone number, and address. Additionally, offer multiple channels to ensure accessibility.
You can never be too specific when it comes to legal documents, so you’d better be as clear and detailed as you can rather than remain ambiguous and blurry. Ensure the document is easily accessible on your website or app, and guests must read and actively consent before providing any personal data.
By using Zeevou, for the first time in the hospitality industry, you are enabled to collect a GDPR-compliant database of guests’ real email addresses. It is through the Booking Confirmation Process’s first step that the guest is required to insert a real email address instead of OTA forwarding email addresses. This allows you to start email marketing to former guests. To learn more about how to build your customer loyalty and get returning guests every year, please check the Guest CRM feature of Zeevou. Ultimately, you can encourage potential guests to land on your direct booking website if you’re taking advantage of Zeevou’s Direct Booking Website.