Answer a person who asks for their data

When a guest, owner or supplier asks for the data your agency holds about them, the GDPR requests tab finds it across Holidario and prepares a ZIP for you to send them. If they ask you to delete it, the same tab shows what would go and what the law requires you to keep, and deletes it. Your agency is responsible for that data and has a month to answer.

Searching, exporting and reviewing a deletion change nothing.

Before you start#

• You need the team's Admin role. Other team members don't see this tab.
• Holidario asks you to confirm it's you before searching, preparing the export, each download, reviewing or running a deletion, and restricting or lifting a restriction, unless you did in the last 15 minutes.
• First check that whoever is asking is that person: for example, reply to the email or phone you already have for them, without asking for new documents.

Find the person#

1. Open Settings and choose the GDPR requests tab.
2. In Email, phone or document, type the detail the person uses with your agency, and press Search.
3. If Confirm it's you appears, enter your verification code or password. You come back to the tab; search again.

It doesn't matter how the detail is written: capitals, spaces, dots or dashes in a document, and a phone with +34, 0034 or no prefix.

You see Found with and the detail masked, for example a•••@example.com, the names of the people found (each name opens their record) and how much there is of each: bookings or stays, messages, invoices, files and other records. If it says Nothing with…, try another detail the person uses with you.

Prepare and download the export#

1. Press Prepare the export.
2. You see "We're preparing the export" and a Preparing row under Latest exports of a person's data, with the detail masked. It usually takes under a minute.
3. When the row turns Ready, press Download.

The export is deleted by itself 7 days after it was prepared. Review its content before sending it to the person, and send it securely.

What it includes#

• Their details as a traveller or contact, their stays and the bookings they made.
• The messages of the bookings they made, and what they wrote to you by SMS or WhatsApp.
• Their invoices, invoice requests, direct bookings and payments, without card data.
• Their documents and images, such as the photo of their ID.
• If they are an owner or supplier: their onboarding form, their companies and the invoices with them.
• Their newsletter subscription and what was sent to them.

The ZIP has the same shape as the export of your agency's data: a CSV sheet and a JSON file per kind of data, a folder of files, and a manifest.json index.

What is left out#

• Other people's data. Of a stay someone else booked, only the stay's details come, without the booker's name, phone or messages. Other travellers are only counted.
• The team's internal notes on stays and police submissions, which hold every traveller of a booking. If the person asks for them, review them yourself.
• Your team's Holidario sign-in accounts: if an employee asks for their sign-in data, write to us.
• Passwords, keys and tokens.

Correct their data#

If the person asks you to correct something, press their name in the result: their client record opens for you to correct and save. If your plan doesn't include Clients, the name isn't a link: correct their data from their stay's check-in. A booking's details are corrected from the booking. An issued invoice is not changed: if a detail of theirs on it is wrong, issue a corrective invoice.

Delete their data#

If the person asks you to delete their data, first review what would go:

1. Find the person and press Review the deletion.
2. You see Deleted now, with how much of each kind goes, and Kept, with what the law requires you to keep and until when.
3. Type DELETE in the field and press Delete their data.

You see "Deleted. What the law keeps stays until its date." and a row under Latest deletions, with the detail masked and the date until which what remains is kept. A deletion cannot be undone.

Each search finds what carries that detail. Repeat the deletion with their phone and their document to reach everything, for example a booking they made by phone or a WhatsApp conversation.

What is deleted and what is kept#

• Deleted: their conversations and messages with their files, their newsletter subscription (also at the service that sends the newsletters), the scheduled messages of their bookings, direct bookings they never completed, invoice requests without an invoice, their companies that appear on no invoice, and check-ins of stays that ended over 3 years ago.
• Cleared: the name and phone on the bookings they made, and the AI summary of their conversations. The stay stays in the calendar and in the owner's figures.
• Kept, because the law requires it:
  • the traveller register (their identity details, signature and check-ins), until 3 years after the stay (RD 933/2021). It still shows in that stay's check-ins, in case the police ask for it;
  • invoices, payments, direct bookings that became stays, companies that appear on an invoice and the booking's documents, until the end of the sixth year (Spanish Commercial Code, art. 30).
• You review by hand: owner and supplier records, your agency's companies that name them (as legal representative, for example) and anything another of the agency's records still uses, such as a conversation tied to an incident. The invoices your agency's company issues are not included.

What is kept no longer appears in the clients list or is offered at the next check-in, and loses its marketing consent. Holidario deletes nothing by itself: once the date of what was kept has passed, search for the person again and repeat the deletion.

When it can't be deleted#

• If they have a current or upcoming stay, delete their data once it has ended.
• If they have a direct booking still being paid, wait until it is paid or expires.

Restrict their data#

If the person asks you not to use their data while something is settled, for example while you check whether a detail is right, restrict it:

1. Find the person and press Restrict their data.
2. You see "Restricted" and a row under Restrictions, with the detail masked and the date.

Their data is kept but no longer used: they don't appear in the clients list or get offered at the next check-in, their newsletter subscription is paused and their marketing consent is switched off. It can't be restricted while they have a current or upcoming stay.

To lift the restriction, press Lift on its row. Everything goes back to how it was, except what changed meanwhile: if they unsubscribed from the newsletter themselves, they stay unsubscribed. Tell the person before you lift it.

If something doesn't go as expected#

• You don't see the tab. Your role isn't Admin. Ask one of the agency's admins to use it.
• It asks for an email, a phone or a document number. Names are not searched, so other people with the same name don't appear.
• A too-many-requests notice appears. You can make 30 searches, 10 exports, 30 reviews, 10 deletions and 10 restrictions an hour. Wait and try again.
• It says deleting a person is not switched on yet. Holidario hasn't switched it on; the review shows what it would do. If you need to delete now, write to us.
• It says the person couldn't be removed from the newsletter provider. The service that sends the newsletters didn't answer, so nothing was deleted. Try again; if it happens again, write to us.
• It says they are already restricted, or there is nothing to restrict. You already restricted them with that detail, or that detail carries nothing that can be paused.
• It says there is nothing to delete now. The law keeps everything found until its date, or it is your agency's and you review it by hand. Review it again once the date has passed.
• It says their data changed since your review. Something changed between the review and the deletion, such as a new booking. Review the deletion again.
• A booking or conversation wasn't deleted. It probably carries another of the person's details: search with their phone or document and repeat the deletion.
• The row says Could not be prepared. Press Prepare the export again. If it fails again, write to us.