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Data Deletion

Effective Date: April 16, 2026

At Prostay, we respect your right to control your personal data_ This page explains how personal data is collected and processed through our third-party messaging integrations, and how you can request the deletion of your data at any time_

Scope of This Policy

This data deletion policy applies specifically to personal data processed through the following integrations within the Prostay platform:

  • WhatsApp Business Integration – used within Prostay Nexus, our unified guest communication hub, to enable real-time messaging between hotel staff and guests via WhatsApp_
  • Booking_com Guest Messaging – used within Prostay Nexus to receive and respond to guest messages originating from Booking_com reservations_
  • Expedia Group Messaging – used within Prostay Nexus to receive and respond to guest messages originating from Expedia Partner Central reservations_

For general privacy practices covering all Prostay services, please refer to our Politique de confidentialité et Confidentialité des données pages_

What Data We Collect

When guests communicate with a property through WhatsApp, Booking_com, or Expedia Messaging, the following data may be collected and stored within Prostay:

  • Guest name and phone number (WhatsApp)
  • Guest name and booking reference (Booking_com)
  • Message content (text, images, documents shared in conversations)
  • Timestamps of sent and received messages
  • Reservation details linked to the conversation
How We Use This Data

Data collected through these messaging integrations is used exclusively for the following purposes:

  • Facilitating real-time communication between hotel staff and guests
  • Linking messages to the correct reservation for operational context
  • Maintaining conversation history for service continuity and dispute resolution
  • Improving guest experience and operational efficiency

We do not sell, share, or use this data for advertising purposes_ Data is processed in accordance with the General Data Protection Regulation (GDPR) and other applicable privacy laws_

Data Retention

Message data and associated personal information are retained for as long as necessary to fulfill the purposes described above, or as required by applicable law_ Properties using Prostay may also have their own data retention policies that apply in addition to ours_

How to Request Data Deletion

If you are a guest whose data has been processed through our WhatsApp, Booking_com, or Expedia Messaging integrations, you have the right to request the deletion of your personal data_ You can submit a data deletion request by:

  • Sending an email to privacy@prostay.com with the subject line "Data Deletion Request"
  • Including your full name, phone number or booking reference, and the name of the property you communicated with

We will verify your identity before processing any deletion request to protect your privacy and prevent unauthorized access_

What Happens After a Deletion Request

Upon receiving a valid data deletion request, we will:

  • Acknowledge your request within 5 business days
  • Delete all identifiable personal data associated with your messaging conversations within 30 days
  • Notify the property operator of the deletion where required

Please note that certain data may be retained where we have a legal obligation to do so (e_g_, regulatory compliance, fraud prevention, or legitimate business interests)_ In such cases, we will inform you of the specific reason and the expected retention period_

Data Deletion for Property Operators

If you are a hotel or property operator using Prostay, you can request bulk deletion of guest messaging data through your Prostay account manager or by contacting us at privacy@prostay.com. As a data controller, you are also responsible for responding to data deletion requests from your guests in accordance with applicable laws_

Third-Party Data Handling

Please be aware that WhatsApp (operated by Meta Platforms, Inc_), Booking_com (operated by Booking Holdings Inc_), and Expedia (operated by Expedia Group, Inc_) maintain their own data retention and deletion policies_ Deleting data from Prostay does not automatically delete data stored by these third-party platforms_ We recommend contacting them directly for any data held on their systems:

Your Rights Under GDPR

If you are located in the European Economic Area (EEA), you have the following rights regarding your personal data:

  • Right of Access – You can request a copy of the personal data we hold about you_
  • Right to Rectification – You can request that we correct inaccurate or incomplete data_
  • Right to Erasure – You can request that we delete your personal data (the "right to be forgotten")_
  • Right to Restrict Processing – You can request that we limit how we process your data_
  • Right to Data Portability – You can request your data in a structured, machine-readable format_
  • Right to Object – You can object to the processing of your data in certain circumstances_

To exercise any of these rights, please contact us at privacy@prostay.com.

Contact Information

For any questions or concerns regarding data deletion or this policy, please contact:

Prostay Limited
Suite C, Level 7, World Trust Tower
50 Stanley St, Central, Hong Kong
Email: privacy@prostay.com
Website: www.prostay.com

Updates to This Policy

We may update this data deletion policy from time to time to reflect changes in our practices or legal requirements_ Any updates will be posted on this page with a revised effective date_