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PRIVACY POLICY

1. SCOPE OF THE POLICY AND DATA CONTROLLERS

This Privacy Policy describes how the A-STAY entities listed below collect, use, consult, retain or otherwise process your personal data when you use our website, make a reservation, or check in and stay at an A-STAY property.

Depending on the processing, the following entities act as data controller:

  • A-STAY BV, enterprise number 0680.695.124, registered office at Soenenspark 1, 9051 Gent, Belgium — for the website www.a-stay.com, newsletters, marketing, competitions, social media and job applications.
  • A-STAY Pelikaanstraat NV, enterprise number 0727.908.190, registered office at Soenenspark 1, 9051 Gent, Belgium — operator of A-STAY Hotel, Pelikaanstraat 86, 2018 Antwerp — for reservations and stays at A-STAY Hotel.
  • A-STAY Plantin BV, enterprise number 1043783643, registered office at Soenenspark 1, 9051 Gent, Belgium — operator of A-STAY Studios, Plantin en Moretuslei 101, 2018 Antwerp — for reservations and stays at A-STAY Studios.

In this Privacy Policy, "A-STAY", "we" and "us" refer to the controller responsible for the processing concerned. The entity operating the property you book (the "Operator") is stated on your reservation confirmation and invoice.

STAYC GROUP BV, enterprise number 0792.754.175, Soenenspark 1, 9051 Gent, provides certain shared group services, including IT, finance and revenue management. Depending on the processing activity concerned, STAYC GROUP BV may process personal data on behalf of the relevant A-STAY entity or act as a separate or joint controller.

This Privacy Policy is drafted on the basis of EU Regulation 2016/679 on the protection of natural persons with regard to the processing of personal data (the "GDPR") and the Belgian Act of 30 July 2018 on the protection of natural persons with regard to the processing of personal data. Terms defined in article 4 of the GDPR (for example personal data, controller, processor) have the meaning given there. You will always be afforded the rights provided by the GDPR, irrespective of your nationality.

Please read this Privacy Policy carefully to understand how we handle your personal data. It is provided for your information; the legal bases on which we rely are set out in section 5.

2. INFORMATION WE COLLECT

2.1 Information you provide to us

This is information you provide by filling in forms on www.a-stay.com ("our website"), or by corresponding with us by phone, email or otherwise, including when you make a reservation, subscribe to the newsletter, participate in competitions, make enquiries or apply for a job. It may include your name, title, date of birth, address, email address, phone number, nationality, identity document type and number (where required by guest-registration law), payment information and, for job applications, professional information (such as current and previous employment).

2.2 Information we collect when you visit our website
  • Technical information, including the IP address used to connect your device to the internet, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
  • Your device ID;
  • Information about your visit, including the full URL, clickstream to, through and from our website (including date and time), services viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks and mouse-overs), and methods used to browse away from the page.

Cookies and similar technologies are only placed with your consent where required by law. Details are set out in our Cookie Policy.

2.3 Information we receive from other sources

We receive information about you from third parties, including online travel agencies and booking platforms (such as Booking.com, Expedia and Airbnb), travel agents and travel management companies, your employer where it books on your behalf, business partners, sub-contractors in technical and payment services, advertising networks, analytics providers and search information providers.

3. HOW WE USE YOUR INFORMATION

3.1 Information you give us
  • To carry out our obligations under any contract between you and us and to provide the information and services you request;
  • To run competitions you take part in and inform you of the results;
  • To send you information about our own similar services, where you have consented or, where permitted by applicable direct-marketing rules, where you are an existing guest and have not objected;
  • To review and assess your job application;
  • To notify you about changes to our services.
3.2 Information collected on our website
  • To administer our website, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
  • To improve our website and present content in the most effective manner for your device;
  • To allow you to use interactive features when you choose to do so;
  • To keep our website safe and secure;
  • Where you have consented to the relevant cookies, to measure the effectiveness of our advertising and to show you relevant advertising and recommendations.
3.3 Reservations

Purposes: making and completing your reservation; sending your booking confirmation and pre-arrival emails; managing changes, cancellations, payments and invoicing; complying with legal obligations.

Data: title; name of the guest and any co-guests; address (including country); arrival and departure dates; email address; mobile phone number; payment card type and expiry date (card numbers are processed and stored in tokenised form by our payment service provider).

Source: directly from you via our website, by email or phone; from third-party booking channels, travel agents or your employer.

Legal basis: performance of a contract, and compliance with legal obligations.

Recipients (to the extent required): the Operator of the property booked, STAYC GROUP BV (support services), IT service providers involved in the booking process (including our property management and channel management systems), payment service providers, email communication providers.

Third-party channels: where you book through a third-party channel, that channel is an independent controller of the data you give it and its own privacy policy applies. Requests to change or cancel such a reservation must be made to the channel, in line with clause 2.3(b) of our General Terms and Conditions.

3.4 Check-in and check-out

Purposes: registering arrival and departure; establishing your identity for invoicing and for compliance with guest-registration (police registration) legislation; obtaining a card guarantee or deposit; managing payment; issuing and sending your electronic invoice.

Data: title; name of the guest and co-guests; address; arrival and departure dates; email address; phone number; date of birth; nationality; identity document number; payment card details (tokenised).

Legal basis: performance of a contract; compliance with legal obligations (guest registration, accounting and tax).

Recipients: the Operator; STAYC GROUP BV; IT service providers; public authorities where required by law.

3.5 During your stay

Purposes: housekeeping, maintenance and other on-site services (such as laundry or parking); card guarantee or deposit; returning lost or forgotten items; managing your preferences if you ask us to.

Data: arrival and departure dates; email address; name of the guest and co-guests; mobile phone number.

Legal basis: our legitimate interest in organising day-to-day operations, personalising services at your request and identifying the owner of lost items; performance of a contract.

Recipients: the Operator; STAYC GROUP BV; IT service providers.

3.6 Combined information

We may combine information from other sources with information you give us, where you have consented, to measure the effectiveness of advertising and to make recommendations about services that may interest you.

4. SECURITY CAMERAS IN PUBLIC AREAS

To ensure the safety and security of guests, staff and property, security cameras are used in public areas such as the lobby, hallways, lifts, parking areas and other common areas. Their presence is indicated by the legally required pictograms. Camera surveillance is carried out in accordance with the Belgian Act of 21 March 2007 regulating the installation and use of surveillance cameras.

Purpose: monitoring the safety and security of persons and property only. The cameras are not used for employee performance monitoring or guest behaviour tracking.

Location: no cameras are installed in private areas such as guest rooms or restrooms.

Retention: footage is stored securely and kept for a maximum of one (1) month, unless it is needed to prove an offence, damage or nuisance or to identify a perpetrator, disturber, witness or victim, in which case it may be kept for as long as necessary for that purpose.

Access: access is limited to authorised personnel and footage may be shared with police or judicial authorities where required by law or in connection with a safety or security incident.

Controller: the Operator of the property concerned (legal basis: legitimate interest in security).

5. LEGAL BASES

Your information is processed on the following legal bases:

  • Performance of a contract with you, or steps taken at your request before entering into a contract (e.g. a reservation, participation in a competition, an employment contract);
  • Compliance with a legal obligation (e.g. guest registration, accounting and tax obligations);
  • Our legitimate interests, provided these are not overridden by your fundamental rights and freedoms (e.g. security of our properties and website, fraud prevention, day-to-day operations, customer service; direct marketing to existing guests, where permitted by applicable law);
  • Your consent (e.g. marketing emails, non-essential cookies, use of your social media posts). You may withdraw your consent at any time without affecting the lawfulness of prior processing.

6. DISCLOSURE OF YOUR INFORMATION

We share your information only where necessary for the purposes described above, with:

  • the other A-STAY entities listed in section 1 and STAYC GROUP BV;
  • public authorities (including judicial and police authorities);
  • banks and insurers;
  • our professional advisers (e.g. auditors, legal and financial advisers, social secretariat);
  • providers of recruitment-related services;
  • our IT service providers (e.g. property management, channel management, revenue management and business software);
  • our marketing service providers;
  • online payment service providers;
  • analytics and search engine providers that help us improve our website (e.g. Google), where you have consented to the relevant cookies.

We will also disclose your information to third parties:

  • if we sell or buy any business or assets, to the prospective seller or buyer of that business or those assets;
  • if an A-STAY entity or substantially all of its assets are acquired by a third party, in which case customer information may be one of the transferred assets;
  • if we are under a legal duty to disclose your information, or to protect the rights, property or safety of A-STAY, our guests or others, including exchanging information with public authorities in the event of, for example, a cyber security incident.

Where a service provider processes personal data solely on our behalf, it acts as a processor and is bound by a data processing agreement in accordance with applicable data protection law. Other recipients, including group entities, may act as separate or joint controllers depending on the processing activity concerned.

7. TRANSFERS OUTSIDE THE EEA

We may transfer your information to a destination outside the European Economic Area (EEA), including the United States, where appropriate to achieve the purposes set out in section 3 or to disclose your information in accordance with section 6.

Where we do so, we ensure that your information is protected by one of the following safeguards:

  • the European Commission has decided that the country ensures an adequate level of protection (article 45 GDPR), including, for the United States, certification of the recipient under the EU-US Data Privacy Framework; or
  • the transfer is subject to standard contractual clauses approved by the European Commission (article 46(2) GDPR), together with any supplementary measures required.

You may obtain a copy of the relevant safeguards by contacting us (see section 13).

8. YOUR RIGHTS

You have the following rights regarding your personal data, which you can exercise by contacting us as set out in section 13:

  • the right of access to the information we hold about you;
  • the right to rectification of inaccurate or incomplete information;
  • the right to erasure, in certain circumstances;
  • the right to restriction of processing, in certain circumstances;
  • the right to data portability, i.e. to receive your information in a structured, commonly used and machine-readable format;
  • the right to object to processing based on our legitimate interests, and to object at any time to direct marketing;
  • the right to withdraw your consent at any time, where processing is based on consent;
  • the right to lodge a complaint with a supervisory authority. In Belgium this is the Data Protection Authority (Gegevensbeschermingsautoriteit / Autorité de protection des données), Drukpersstraat 35, 1000 Brussels, www.dataprotectionauthority.be.

We may need to retain certain information for legal or administrative purposes (e.g. accounting records), even after a request for erasure.

Please send your request by email with "Data privacy request" in the subject line. Where we have reasonable doubts about your identity, we may ask you for additional information to confirm it. We will respond within one month of receipt of your request. This period may be extended by two further months where necessary, in which case we will inform you within the first month.

9. SECURITY

We have implemented appropriate technical and organisational measures to prevent unauthorised access to, or disclosure of, your information. While we endeavour to provide a secure website, the confidentiality of communications transmitted via the internet or email cannot be fully guaranteed.

Where you have a password to access certain parts of our website, you are responsible for keeping it confidential. Please do not share your password, reuse it on other sites or use obvious passwords.

10. RETENTION

We do not keep your information longer than necessary for the purposes described in this Privacy Policy. In particular:

  • Guest-registration data: for the period required by applicable guest-registration legislation;
  • Invoices and accounting records: ten (10) years, as required by Belgian accounting and tax law;
  • Operational stay data (housekeeping, preferences, access): until 24 hours after the end of your stay, unless you have asked us to keep your preferences;
  • CCTV footage: one month, subject to section 4;
  • Online enquiries: as long as needed to answer your enquiry;
  • Competitions: as long as needed to administer the competition;
  • Newsletter subscriptions: until you unsubscribe;
  • Job applications: 6 months after the end of the recruitment process, unless you agree to a longer period.

Information may be kept longer where needed in connection with an actual or potential dispute (until the dispute is resolved) or to comply with a legal or regulatory obligation.

11. EXTERNAL WEBSITES

Our website may contain links to and from websites or applications of our partners, advertisers and affiliates, and to third-party booking channels. These are not controlled by us and have their own privacy policies, for which we accept no responsibility. Please check those policies before submitting any information.

12. CHANGES TO THIS PRIVACY POLICY

We may amend this Privacy Policy from time to time. Changes will be posted on this page and, where appropriate, notified to you by email. Please check back regularly.

13. CONTACT DETAILS

Questions, comments and requests regarding this Privacy Policy or the exercise of your rights can be addressed to [email protected] or by post to the relevant controller listed in section 1, at Soenenspark 1, 9051 Gent, Belgium.

For questions about a specific reservation you can also contact [email protected] (A-STAY Hotel) or [email protected] (A-STAY Studios).

14. APPLICABLE LAW AND DISPUTES

Except where mandatory law provides otherwise, this Privacy Policy is governed by Belgian law. Disputes fall within the jurisdiction of the courts of Ghent, without prejudice to your right to lodge a complaint with the Data Protection Authority or to bring proceedings before the courts to which you are entitled under mandatory law.

15. SHARING YOUR A-STAY POSTS ON SOCIAL MEDIA

We love seeing your A-STAY posts on social media. We may ask for your permission to share your photos or videos on our own channels (Facebook, Instagram, LinkedIn, X, TikTok, Pinterest) and our website, and to use them in newsletters, mailings, flyers and presentations.

We will only reuse your content if you explicitly agree in reply to our request. By agreeing, you grant A-STAY BV a non-exclusive, royalty-free, worldwide licence to use and share your photos and videos for marketing purposes, including the right to reproduce, distribute and edit them (without altering their meaning). You confirm that you own the rights to the material and have the permission of everyone who appears in it.

You can withdraw your permission at any time by emailing [email protected]; we will remove your photo or video from our channels within 14 days. Material already used in printed newsletters, flyers or presentations cannot be withdrawn, but will not be used again.

Last updated: 8 October 2026

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