Privacy policy

Search	Destination, dates, the number of guests and the ages of any children, your preferences and whatever you write in your own words. Used to find and sort hotels. The search is then kept in our own search log, so that we can see what guests are looking for and what we cannot supply. The search log holds no names, email addresses or telephone numbers. If you chose Accept all, a search is stored with the random visit id, and that visit is linked to your account if you are logged in. Otherwise the search is not linked to anything.
Booking	Full name, email address and telephone number. The name and email address are used to complete the booking with the hotel and for the receipt. We pass the telephone number on to the hotel, so that they can reach you about the stay if they need to.
Booking without a card	If you choose to ask us to book manually instead of paying straight away, you send us your name, email address, telephone number and the stay you want. We use that to set up the booking and send you a secure payment link. See section 7 for how long we keep that enquiry.
Card details	We never see them. Card number, expiry date and security code are entered in the payment window from our payment provider, which runs in your own browser and sends the card data straight to them. Our server receives only a payment id and a yes or a no.
Messages to us	When you search, or put a question to the butler, the server sends a short message to our telephone with the destination, the dates, the number of guests and your own words. Name, email address and telephone number never go with it.
Booking data	Hotel, room, dates, price and booking number. Used for customer service, cancellations and the accounts we are required by law to keep.
Site usage, only with Accept all	Only if you choose Accept all in the cookie line. Our own visit counting: a random visit id, the pages you see and the steps you take towards a booking, where you came from (the referring site or a campaign tag), your country, worked out on our server without storing your IP address, and the type of device. If you are logged in, the visits are linked to your account. In addition, a session recording service records clicks, scrolling and mouse movement on the pages, so that we can see where guests get stuck. What you type, the booking form and the conversation with the butler are hidden before anything is sent, and the pages for payment, trips, account and login are never recorded. Used to find what is hard to use, not for advertising. You can withdraw your yes at any time on the cookie page.
Technical operation	The server's log of API calls: path, time and the search parameters that appear in the address, that is destination, dates and number of guests. Our own log does not record your IP address; our hosting provider's platform log does. Used for operational reliability and fault-finding, not for profiling.

• Booking and customer service: performance of the contract with you, Article 6(1)(b) of the General Data Protection Regulation.
• Booking without a card: steps taken at your own request before a contract is entered into, Article 6(1)(b).
• Accounting: a legal obligation under the Danish Bookkeeping Act, Article 6(1)(c).
• Technical operation and security: our legitimate interest in a site that works, Article 6(1)(f).
• Site usage, session recording and ad measurement: your consent, Article 6(1)(a). You can withdraw it at any time on the cookie page, and the withdrawal does not affect what happened before it.

What you write in your own words is processed automatically for one purpose only: to sort the hotels according to your preferences. The text is sent, together with the list of hotels, to an AI language model provider that carries out the sorting itself. If the primary provider does not answer, a second provider of the same kind is used. Both process the text on our behalf as data processors.

If you use the microphone to speak to the butler, the recording is sent to the same kind of provider, which turns it into text. We do not keep the recording, and the text is treated exactly like something you typed.

We never send your name, email address or telephone number along with it, only the search text and the list of hotels. The text is not used for anything else, not for marketing, and it is not the basis of any decision producing legal effects concerning you. It is kept in our search log and sent as a message to our telephone, see sections 2 and 7.

The providers process the text on servers in the United States. The transfer takes place on the basis of the European Commission's standard contractual clauses and, where the provider is certified under it, the EU-US Data Privacy Framework. See section 5.

Do not write sensitive information in the free-text field. Leave out health, disability, allergies, religion and similar sensitive personal data. We do not ask for it, and it is not needed to find a hotel. If the hotel needs to know something about accessibility, for instance, contact us directly at support (at) bookhonest.com and we will arrange it outside the automated sorting.

When you book, your name, email address, telephone number and booking data are passed on to our hotel wholesale supplier and to the hotel. Otherwise the stay cannot be delivered.

The roles are these: during the search, the wholesale supplier handles enquiries on our behalf as a data processor. From the moment you book, the supplier and the hotel are independent data controllers for their part of the processing. The hotel, for example, has to know your name itself in order to check you in.

If you book a hotel outside the EU or the EEA, the information is transferred there, because it is necessary in order to perform the contract, Article 49(1)(b) of the General Data Protection Regulation.

In addition, we use data processors to run the service. The General Data Protection Regulation requires us to tell you the categories of recipients, whether any of them are outside the EU or the EEA, and the safeguard the transfer rests on. That is what the table shows. We do not publish the names of the individual processors here; you can request the full list, with names, at support (at) bookhonest.com.

Hotel wholesale supplier	Passes the booking on to the hotel. Receives name, email address, telephone number and booking data. EU or UK, and third countries as required. Standard contractual clauses.
Email delivery service	Sends receipt, cancellation and payment emails. Receives name, email address and the contents of the booking.
Mailbox provider	Our own mailboxes. A copy of every booking receipt, cancellation and payment email goes as a blind copy to our own mailboxes, so that we can follow up. The copy contains the guest's name, email address and the contents of the booking. Requests to book without a card land in the same place.
Hosting provider	Hosts the site and the server that handles your information along the way. Servers in the EU.
Database provider	Stores your booking list and account, if you choose to log in, and the hotels you have saved with the heart, so that the list follows the account. Of the saved hotels we store only the hotel's id, never the name or the price. Servers in the EU.
AI language model provider	Sorts search results according to your own words, see section 4. Never receives name, email address or telephone number.
Operational notification service	Delivers the short operational messages to our telephone, see section 2. Receives destination, dates, number of guests and your own words, never name, email address or telephone number. The message sits on the service's server until the telephone has fetched it.
Session recording service	Only if you choose Accept all: records clicks, scrolling and mouse movement on the pages, with what you type, the booking form and the conversation with the butler hidden, and never on the pages for payment, trips, account and login. Never receives your name, email address or telephone number from us. A United States company; the transfer rests on the EU-US Data Privacy Framework. Under its own terms the provider is not only our data processor: it is also an independent data controller and uses the data to improve its own services. We have told it that the data may not be used for advertising. It keeps recordings for 30 days and its summarised figures for up to 13 months.
Advertising platform (Meta)	Only if you choose Accept all: measures our ads and can show them to people who have visited, see the cookie policy. Receives the pages and booking steps you reach and, when you book, the booking number, amount, hotel id, your email address as a hash, your IP address and browser type. Meta Platforms Ireland; we and Meta are joint data controllers for collecting it, and after that Meta is an independent data controller. The transfer to the United States rests on the EU-US Data Privacy Framework.
Map tile provider	Supplies the map tiles for the maps on the hotel page and the results page. Your browser fetches the tiles itself, so the provider sees your IP address while the map is drawn, and nothing else. We have no agreement with the provider; the tiles are fetched from a service that is open to all.

Some of these processors are located in the United States, and the hosting and database providers, whose servers are in the EU, offer support from there. Every transfer outside the EU or the EEA rests on the European Commission's standard contractual clauses and, where the processor is certified under it, the EU-US Data Privacy Framework.

We never sell your information. Only with Accept all do we share ad measurement with Meta.

The typefaces are on our own server, so no fonts are fetched from outside. What is fetched from outside is this: the map tiles and the map style file from a map tile provider on the pages with a map, the map libraries from a public script network on the same pages, and the login library from a public script network on the pages where you can log in. If you pay by card, the payment window itself is loaded from our payment provider and runs in your browser; the card details go straight there. When your browser fetches this, the services in question see your IP address. The map tile provider is a United States company, so the map tiles are fetched from there, see section 5. The surroundings on the hotel map, that is landmarks, beaches and the airport, are fetched from Wikipedia and Wikidata through our own server, so your browser sends nothing there, and no personal data goes with it. If you choose Accept all, the script for the session recording service is also fetched, see section 5. More about storage in the browser is in the cookie policy.

• Booking data and supporting documents: 5 years from the end of the financial year the booking belongs to. The Danish Bookkeeping Act requires it.
• The search log, including your own words: kept without name and contact details. We will say it plainly: there is at present no automatic deletion of the search log. If you ask us to delete a search, we do it.
• Requests to book without a card: held in our database and in our mailbox. Those too we delete when you ask us to, not after a fixed period.
• The operational log: follows our hosting provider's own retention. We have not set a shorter period.
• Our own visit counting, only with Accept all: kept without name and contact details, but linked to your account if you are logged in. There is at present no automatic deletion that we can promise. If you ask us to delete it, we do it. The session recording service keeps recordings for 30 days, see section 5.

That is how it stands today, and that is why it says so here. If we get automatic deletion in place, we will write the periods in here with a new date at the top.

Under the General Data Protection Regulation you have the right of access to your information and the right to have it rectified, erased or restricted. You have the right to data portability and the right to object to the processing.

Write to support (at) bookhonest.com and we will answer as soon as we can, and within one month at the latest. One exception we state plainly: booking data covered by the bookkeeping obligation cannot be deleted until the 5-year period has run out.

You can complain about our handling of your information to the Danish Data Protection Agency (Datatilsynet), Carl Jacobsens Vej 35, 2500 Valby, Denmark, datatilsynet.dk. If you live in another EU or EEA country, you can complain instead to the supervisory authority where you live or work. You are always welcome to write to us first, so that we can try to resolve it directly.

If we change this policy, the new version is published here with a new date at the top. Material changes are notified to guests with an active booking.