Privacy Policy

At HOTEL DONKEY, we are dedicated to maintaining and safeguarding your privacy, as we recognise that your trust is crucial to us. We take great care to ensure that any personal data you provide us while using our services is protected and secure. Our actions are always guided by our clients' interests, and we strive to be transparent in our handling of your personal data. 

We aim to provide you with a transparent and straightforward understanding of our approach to using and managing your personal data. Our goal is to help you comprehend how we operate. If you have any queries regarding your personal data, we are available to address them and provide you with easy ways to reach us. Please also take a moment to review our Cookie Information, which outlines how HOTEL DONKEY uses cookies. 

This Privacy Statement pertains to all forms of information that we collect, including but not limited to, data obtained directly through our platforms (such as our website and mobile applications), indirectly through social media or partner sites, or through other means related to these platforms (such as our Customer Service). 

Please note that this Privacy Statement may be amended periodically. We recommend that you visit this page regularly to remain informed about your personal data and to stay up to date with the latest updates. If we modify our Privacy Statement in a manner that may affect you, we will inform you before beginning any new activities. 

We encourage you to review this document in its entirety to obtain a complete understanding of how HOTEL DONKEY manages your personal data. However, if you prefer to focus on the key elements of our Privacy Statement, we have provided a summary of our Statement for your convenience. If you do not agree with our Privacy Statement, you have the option to discontinue using our services. If you agree to our terms, we look forward to your next reservation! 

If you have any questions or comments about this Privacy Statement, please contact us at help@hoteldonkey.com. 

Privacy Statement Overview 

WHO IS RESPONSIBLE FOR MANAGING PERSONAL DATA ON THE WEBSITES AND APPLICATIONS OF HOTEL DONKEY?
HOTEL DONKEY, headquartered at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ, is the body responsible for handling personal data on its websites and applications. To contact HOTEL DONKEY, please email help@hoteldonkey.com. 

WHAT TYPE OF PERSONAL DATA DOES HOTEL DONKEY COLLECT?
We can't help you book your dream hotel room if you don't provide information, which is why we will ask for and collect details from you when you use our services. We try to keep these questions to a strict minimum. We will ask you for basic information such as your first name and surname, your email address, and your phone number. We may also collect data originating from the computer, phone, tablet, or other device that you use to access our services. This includes your IP address, the browser you are using, and your language settings. In some cases, we may also receive information about you through other means or automatically collect other data. That's generally all the information that we collect, but if you'd like to know more, please read on for more details. 

WHY DOES HOTEL DONKEY COLLECT AND USE PERSONAL DATA?
We ask you for personal information for several reasons: it mainly helps us manage your online reservations and get in touch with you, to make sure you get the best service possible. We also use your personal data, with your prior consent, to tell you about our latest offers regarding other products or services which might interest you. We may use data in other ways, too. Read on to find out more. 

HOW DOES HOTEL DONKEY SHARE YOUR PERSONAL DATA WITH OTHER PARTIES?
HOTEL DONKEY services involve various third parties in different ways and for different reasons. Our primary purpose for sharing your data is to give information to your hotel so it can complete your booking. We may also share your data with commercial providers and partners who distribute or promote HOTEL DONKEY services, and with other parties, to follow up on complaints against HOTEL DONKEY and comply with obligations resulting from administrative or judicial procedures. In any case, we transfer this information within a strict framework to protect your personal data. Below is more information on the ways in which the information you share with us is used and shared with other parties. 

HOW DOES HOTEL DONKEY USE MOBILE DEVICES?
Our free mobile application offers customers a convenient way to reserve hotel rooms, similar to using a computer, with the added advantage of geo-tracking services. With your consent this feature makes it effortless for you to discover hotels that are in closest proximity to your location. 

HOW DOES HOTEL DONKEY USES SOCIAL MEDIA?
There are several ways of integrating social media use into HOTEL DONKEY services, including collecting some of your personal data, or receiving some of your information from your social media provider. If you would like more information on how this information is used and shared, please read on. 

WHAT SAFETY MEASURES HAS HOTEL DONKEY IMPLEMENTED TO SAFEGUARD MY PERSONAL DATA?
We have put in place appropriate and adequate measures to prevent any unauthorised intrusion or illicit exploitation of the personal data we handle. Furthermore, we continuously monitor and improve our security protocols to keep up with evolving threats and to enhance encryption of the data. 

HOW LONG DOES HOTEL DONKEY RETAIN YOUR PERSONAL DATA?
We will retain your information, which may include personal data, for as long as we deem it necessary to provide our services to you, to comply with applicable laws, resolve disputes with any parties and otherwise as necessary to allow us to conduct our business, including to detect and prevent fraud or other illegal activities. All personal date we collect will be subject to this privacy statement. If you have a question about specific retention period for certain types of personal data we process about you, please contact us at help@hoteldonkey.com. 

WHAT CHOICES AND RIGHTS DO I HAVE WITH MY PERSONAL DATA SHARED WITH HOTEL DONKEY?
We want you to be in control of how your personal data is used by us. You can do this in the following ways: You can inform us of any changes to your personal data, or you can ask us to correct any of the personal data we hold about you. 

In certain situations, you can ask us to erase or block, or restrict the processing of, the personal data we hold about you, or object to particular ways in which we are using your personal data. Where we are using your personal data on the basis of your consent, you are entitled to withdraw that consent at any time subject to applicable law. Moreover, where we process your personal data based on legitimate interest or the public interest, you have the right to object at any time to that use of your personal data subject to applicable law. We rely on you to ensure that your personal data is complete, accurate and current. Please do inform us promptly of any changes to or inaccuracies of to your personal data by contacting help@hoteldonkey.com  

1. WHO IS RESPONSIBLE FOR PROCESSING PERSONAL DATA ON HOTEL DONKEY'S WEBSITES AND APPLICATIONS? 

HOTEL DONKEY is the body that is responsible for processing personal data, as described in the Privacy Policy. HOTEL DONKEY is a Private Limited Company registered in the United Kingdom. Its headquarter is located at: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. If you have questions about this Privacy Policy or about how your personal data is processed, please contact us by writing to the address given above, or by emailing help@hoteldonkey.com and we'll get back to you. 

2. WHAT TYPE OF PERSONAL DATA DOES HOTEL DONKEY COLLECT? 

Since you'd like to find out more, here is a more detailed overview of the sort of information we collect. 

2.1. Personal data you share with us 

HOTEL DONKEY gathers and utilizes the personal data that you provide to us. Whenever you make a reservation, you are required to disclose certain information such as your last name, first name, email address, and phone number. If payment is needed for the booking, we will collect your banking information through our service provider, which is subject to their own privacy policy found here: https://stripe.com/gb/privacy If you need to contact our Customer Service or reach out through other channels, such as social media, we will also collect information from you. Additionally, clients may be requested to provide feedback to aid other users in finding what they need more easily. We will collect data from your comments to improve our services. You may also provide us with information on other occasions, such as allowing us to access your location (geo-tracking) when searching for hotels on your computer or mobile device. This data is only utilised to suggest hotels near you, and your location data is only kept for the time it takes to make the suggestion. Additionally, you can create a user account to conveniently store personal information, review past bookings, plan, and manage future reservations, and access exclusive features.

2.2. Personal data about other people that you share with us 

It is possible to make a Reservation not only for yourself but also for others traveling with you, and in that case, you will need to provide their personal information as part of the Reservation process. The same applies if you purchase a gift card for someone else and provide us with their information to create the card. However, it is your responsibility to ensure that the person(s) whose personal data you have provided are aware of this and understand and accept the way HOTEL DONKEY uses their data as explained in this Privacy Policy. 

2.3. Personal data that we collect automatically. 

When accessing any of our websites, even if you don't book a reservation, we automatically gather certain information such as your IP address (to redirect you to the most suitable domain), date and time of connection, type of equipment, software or web browser, and your computer's operating system, including language settings and application version. We also record your clicks and the pages you visit. If you are using a mobile device, we collect device identification, settings and features, system activities, and application crashes. When making a Reservation, our system identifies the way in which you accessed HOTEL DONKEY's websites or applications, as well as the website or platform from which you made your booking.

3. CAN YOU REFUSE TO SHARE PERSONAL DATA WITH HOTEL DONKEY? 

Providing HOTEL DONKEY with your personal data is voluntary, but certain services may require the collection of some personal information. For instance, in order to make a hotel Reservation, we need to collect your surname*, first name*, phone number*, and email address*. Please note that the fields marked with (*) are mandatory. 

4. WHY DOES HOTEL DONKEY COLLECT AND USE YOUR PERSONAL DATA? 

We use information relating to you for different reasons. Your personal data may be used in the following situations: 

A. Managing your reservations: We mainly use your personal data to manage your Reservations.  

B. Invoice: When you make a reservation, you may be asked to pay directly for the service on the website or application or at least the reservation fee. In this case, our service provider collects your bank details in order to finalize the payment. Once the payment has been made, we will send you confirmation.   

C. Customer Service: HOTEL DONKEY provides Customer Service from its office in the UK, and as part of this service, we may share your personal data, as well as information about your Reservation or user account, with our Customer Service team. This enables them to assist you in finding the best hotel for your needs, and to answer any questions you may have about your Reservation or related matters. 

D. Account features: Users of HOTEL DONKEY have the option to create an account on our website or application. The information provided is used to manage the account and enables users to carry out various useful actions, such as managing reservations, taking advantage of special offers, making easy bookings, and managing personal settings. These settings allow users to create lists of favourites and easily locate previous reservations. 

E. Marketing activities: With your consent, we use your information for marketing purposes. This includes: 

- Using your contact information to send you regular information about travel-related products and services. You can easily unsubscribe from these email marketing messages at any time by clicking on the "Unsubscribe" link which you'll find in each of our newsletters. 

- Based on your information, the Hoteldonkey.com website, the Hotel Donkey mobile application, and third-party websites and applications (including social media) may propose customised offers. Content on the website that you see may also be customised. 

- When you take part in other promotional activities (for example, prize pools, sponsor programmes or competitions), some information is used to manage these activities. 

F. Communicating with you: We may also contact you at other times by email, phone, or text message, based on the contact information that you have provided. We process messages that you send us for the following purposes: 

- To answer or process requests you have made. 

- If you have not completed your online Reservation, we may contact you to remind you that it is in progress, up to 30 hours after your attempt. This is a useful service since it allows you to continue your Reservation without having to look for a new hotel or fill out booking details all over again. 

- When you use our services, we may ask you to confirm your reservation status, send you a questionnaire, or invite you to provide feedback about your experience with HOTEL DONKEY or at your hotel. 

- We will send you more information about your Reservation to tell you, for example, how to contact HOTEL DONKEY should you need to or to help you prepare for and take full advantage of your stay. You may also receive information regarding your upcoming Reservations, or a summary of previous Reservations. 

- Even if you have no upcoming Reservation, you may receive administrative messages, such as security alerts. 

G. Market surveys: We sometimes invite our clients to participate in market surveys. You are of course free to accept or refuse to participate in this type of survey. Your participation may justify a different way of processing your personal data. When you are invited to participate, please review the information we provide and make sure you understand which personal data will be collected and how it will be used, and how you can exercise your various rights (access, rectification, opposition, etc.). 

H. Improving our services: We also use personal data for analytical purposes to improve our services, your user experience, our service features and quality, as well as to carry out tests and resolve issues. Our first aim is to optimise and customise our platform to best meet your needs in the most intuitive way possible. To this end, we do our best to only pseudonymous data. Otherwise, we are committed to asking for your prior consent. 

 I. Customer comments and any other information relating to destinations: During and after a stay that you have booked through us, you may be invited to provide feedback about your experience. This invitation will ask you for information on your hotel or your destination. When you write a comment, you consent to it appearing in several places, for example on the relevant hotel page on our website, on our mobile application, on our social media accounts, and on social media applications. Our aim is to let other users know about the quality of the Service you received, about your chosen destination, or about other experiences you choose to share. At your request, we can delete a comment already published. 

J. Call follow-ups: When you contact our Customer Service, we may also ask you to identify yourself to ensure that your reservation details stay confidential. 

K. Legal purposes: Finally, in some cases, we may use your personal data to process and solve legal disputes, for regulatory investigations or to comply with current legislation, to enforce the Terms of Use of HOTEL DONKEY online reservation service, or to comply with requests from local authorities, for example, in the form of judicial requisitions. If we use automated personal data processing methods that generate legal effects or that may affect you in significant ways, we will implement appropriate measures to protect your rights and freedoms, including the right to obtain human intervention and we will update this Privacy Policy. Should you wish to oppose the planned processing and that no subscription mechanism is directly accessible (for example, within your account settings), please contact the following address if possible: help@hoteldonkey.com 

5. HOW DOES HOTEL DONKEY SHARE YOUR PERSONAL DATA WITH OTHER PARTIES? 

In some cases, we may need to share your personal data with other parties. These parties can include: 

- The hotel you have booked: this is a crucial element for us! To complete your Reservation, we pass on all booking contact information needed by the reserved hotel. Depending on the Reservation and on the hotel, this can include your surname and first name, address, payment information, and your preferences or other information you shared with us when making your Reservation. If you have a request regarding your Stay, we may contact the hotel to ask them to process your request. 

- Third party service providers: we rely on service providers to process personal data on our behalf. This form of processing has several aims, including sending marketing materials. Third party service providers are bound by confidentiality clauses and are not authorised to use your personal data for purposes other than those set out by HOTEL DONKEY. 

- Competent authorities: we share personal data with law enforcement agencies when mandated by law or when this is strictly necessary to preventing, detecting, or prosecuting criminal acts or fraud, or if we are legally bound to do so. We may be obligated to reveal more personal data to competent authorities in order to defend our rights or our facilities, or the rights and facilities of our business partners. 

- Marketing partners: With your consent, we share personal data with marketing partners, including your email address, as part of promoting HOTEL DONKEY services through other parties (in order to ensure that advertisements reach the intended audience). We do our best to only share encrypted email addresses, in order to prevent them from being associated with the existing database and prevent your email address from being shared for other purposes. Please read "How are cookies used? " and "How do I manage them"" in our section on Cookie information to get more information on customised advertising and how to manage it. 

6. HOW DOES HOTEL DONKEY USE MOBILE DEVICES? 

HOTEL DONKEY offers a free mobile app for various devices, as well as optimised versions of our website for mobile browsing. We process personal data through our mobile applications similarly to our website, but also offer geo-tracking services to find local travel services, with your consent. With your permission, we may send you push notifications about your Reservation. You may allow us to access your geo-tracking data or contact information to provide requested services. Please refer to your mobile device's instructions to learn how to change your settings for sharing information or receiving push notifications. We use multi-device tracking to optimise our marketing services and activities with your prior consent, with or without cookies. HOTEL DONKEY can follow user behaviour on multiple devices and combine data from different devices to optimise newsletter content and customised advertisements on other websites or mobile applications. You can manage your consents by clicking at the top of this page. Please note that logging off from your user account does not stop the receipt of customised adverts. To learn more about cookies and how to manage them, please read our Cookie information. 

7. HOW DOES HOTEL DONKEY USE SOCIAL MEDIA? 

HOTEL DONKEY uses social media in different ways. We use it to make our online reservation services more accessible, but also to promote our hotel suppliers' products and services, and to showcase and improve our own services. 

- Other features and services connected to social media: we may include other social media services (such as messaging) in communication between you and HOTEL DONKEY or your contacts regarding our services. We may manage accounts and offer our applications across several social media. Each time you connect to Hoteldonkey.com through social media, that service can allow you to share information with HOTEL DONKEY. If you choose to share information, the social media service will generally ask you to define which information you are happy to share. This information may include your email address, your age, and profile pictures that have been saved to your user account. 

8. WHAT SAFETY MEASURES HAS HOTEL DONKEY IMPLEMENTED TO SAFEGUARD MY PERSONAL DATA? 

We follow reasonable procedures to prevent any abusive use of your personal data. We use appropriate professional systems to protect and preserve the confidentiality of any personal data relating to you that is shared with us. We also have security procedures as well as technical and physical restriction techniques in place to limit access and use of personal data that appears on our servers. Only authorised personnel may, within the framework of their duties, access your personal data.
 

9. HOW LONG DOES HOTEL DONKEY STORE YOUR PERSONAL DATA? 

We will retain your information, which may include personal data, for as long as we deem it necessary to provide our services to you, to comply with applicable laws, resolve disputes with any parties and otherwise as necessary to allow us to conduct our business, including to detect and prevent fraud or other illegal activities. All personal date we collect will be subject to this privacy statement. 

10. WHAT CHOICES AND RIGHTS DO I HAVE WITH MY PERSONAL DATA SHARED WITH HOTEL DONKEY?  

We want you to be in control of how your personal data is used by us. You can do this in the following ways: You can inform us of any changes to your personal data, or you can ask us to correct any of the personal data we hold about you. 

In certain situations, you can ask us to erase or block, or restrict the processing of, the personal data we hold about you, or object to particular ways in which we are using your personal data. Where we are using your personal data on the basis of your consent, you are entitled to withdraw that consent at any time subject to applicable law. Moreover, where we process your personal data based on legitimate interest or the public interest, you have the right to object at any time to that use of your personal data subject to applicable law. We rely on you to ensure that your personal data is complete, accurate and current. Please do inform us promptly of any changes to or inaccuracies of to your personal data by contacting help@hoteldonkey.com

11. COOKIE INFORMATION 

Each time you use our online services, including applications, cookies and other tracking technology is used in several ways. They enable the Hoteldonkey.com website to operate, analyse traffic, or are used for advertising purposes. This technology is used directly by us and our business partners, including third party service providers and advertisers with whom we work with. Below is more information about cookies, their use, and how to manage them. 

11.1. What are cookies? 

Cookies are a small quantity of data that a website installs in your computer's browser or on your mobile device. "Internal cookies" are placed by the server that is responsible for the relevant domain. Hoteldonkey.com cookies are therefore "internal cookies." When we authorise other servers to place cookies on HOTEL DONKEY websites and applications, these cookies are called "third party cookies." It's also important to distinguish session cookies from permanent cookies. Session cookies cease to exist when you close your browser, while permanent cookies have a longer life span and are not automatically deleted when you close your browser. Similar tracking technology is also used. It can include web beacons (also known as invisible pixels, web bugs, or gifs), tracking URLs or software development kits (SDKs). A web beacon is a small one-pixel graphic image that can land on your computer as a web page request, on an application, in an advertisement or in an HTML email. Invisible pixels can be used to collect information from your computer, such as the type of hardware or operating system you are using, the IP address or browsing time. They also make it possible to place and read cookies on your browser. Tracking URLs are used to find out which website redirected you to HOTEL DONKEY websites or applications. Software development kits are small code elements that are found in applications. Their function is similar to that of cookies and of web beacons. For the purposes of this document, all these technologies are called "cookies." 

11.2. How are cookies used? 

Cookies are used for different purposes. They allow you to identify yourself as a unique user when you browse across several website pages, different websites, or on an application. The kind of information we collect using cookies includes your IP address, your device identifier, pages that you access, your browser type, browsing information, your operating system, Internet provider, time stamp, whether you are responding to an advert, the referring URL, features that are used or activities you engage in on the website or applications.

Cookies used on our website and applications have several functions:

Technical cookies: we do our best to propose an efficient and easy-to-use website, and applications that adapt to our visitors' wishes and needs. We use technical cookies to feature our website and make sure that it works well. They also help you create your account, connect, make a booking, and manage your reservations. Technical cookies are crucial to the proper functioning of our website.

Session cookies: they help us identify whether you are logged on, link a reservation that is in progress, configure your language and currency, provide a website version that is adapted to the device you are using (mobile phone, tablet, computer). We may also use cookies to memorise your credentials, which avoids you having to enter them each time your visit our website. Passwords are always encrypted. Cookies are not crucial to the proper functioning of our website or applications, but they offer additional features and improve your Hoteldonkey.com experience.

Analytical cookies (not required - consent required): we use these cookies to watch how users use Hoteldonkey.com, find out what works and what doesn't, and optimise our website and application. They also help us gauge the impact of our adverts and communication, and ensure that we are always proposing interesting, relevant services. Data that we collect includes the pages you visit, open, and leave, the type of platform you are using, emails that you've opened, and which led you to act, as well as the date and time.

This also means we can use information about the way you interact with the website, like the number of clicks per page, how your mouse moves, page scrolling, and search terms you enter in various fields. We also use analytical cookies as part of our online advertising campaigns to find out how users behave on our website or apps after seeing an online advert, including adverts on third party websites. Our partners may also use analytical cookies to find out if their users access hosting offers that are included in their website. This is called retargeting, a technique based on terms you have searched for on our website, such as destinations, the hotels you viewed and rates that appeared. 

11.3. How do I manage them? 

You can manage cookies and at any time manage your consent by clicking at the top of this page to access the consent table. To find out more about how we use cookies and how you can manage or delete them, please visit allaboutcookies.org and your browser's help section.  

Settings in browsers such as Internet Explorer, Safari, Firefox or Chrome let you choose which cookies to accept or block. These settings are located in different areas depending on your browser. If you don't know where to find them, try using the "Help" feature. If you'd rather block some technical and/or functional cookies, some of our website's features may not work.  

Your mobile device should help you restrict sharing information for retargeting purposes in its settings. Please note that unsubscribing from an online advertising network does not mean you will no longer receive or will no longer be targeted by online advertising or marketing surveys. By unsubscribing from the network, you will no longer receive advertising based on your preferences and your internet behaviour.  

12. UPDATES TO THIS PRIVACY POLICY 

We reserve the right to make changes to this Privacy Statement. Please make sure to visit this page regularly to stay up to date on any recent updates. If any changes are likely to affect how we manage your personal data, we will notify you in advance. This Privacy Statement was last updated on April 1st, 2023.