S
StayOS Legal
Lodge Partner Sign In
Public Legal Documentation

Privacy Policy

This policy explains how StayOS collects, uses, stores, shares and protects personal information across its hospitality marketplace, communications and property-management services.

Last updated: 3 August 2026 South Africa StayOS Hospitality Platform

This Privacy Policy applies when you access StayOS, make or manage a reservation, submit an enquiry, communicate with a participating hospitality property, or use a StayOS-powered service.

1. About StayOS

StayOS is a hospitality technology platform that helps accommodation providers manage guest enquiries, communications, quotations, reservations, payments, guest relationships and operational workflows.

Depending on the service involved, StayOS or the participating property may act as the party responsible for determining how and why personal information is processed.

2. Information We May Collect

The information collected depends on how you interact with StayOS and may include:

  • Full name, title and contact information.
  • Email address, telephone number and WhatsApp number.
  • Guest, family, group or corporate-account details.
  • Arrival, departure, accommodation and reservation information.
  • Enquiries, quotations, booking references and voucher details.
  • Communication history, including WhatsApp and email messages.
  • Guest preferences, special requests and service requirements.
  • Payment status and transaction references.
  • Marketing preferences and consent records.
  • Device, browser, IP-address and technical usage information.
  • Security, audit and operational log information.

StayOS does not intentionally request complete payment-card details through guest messaging. Card and payment processing may be completed by approved third-party payment providers under their own terms and privacy policies.

3. How Information Is Collected

Information may be collected:

  • Directly from guests, users, staff members and property representatives.
  • Through booking, enquiry, registration and guest-intake forms.
  • Through WhatsApp, email, telephone and website communications.
  • Through participating hospitality properties and authorised partners.
  • Automatically through platform activity, cookies and system logs.
  • From approved payment, messaging and integration providers.

4. Why We Process Information

StayOS may process information to:

  • Respond to guest enquiries and support requests.
  • Prepare, send and manage quotations.
  • Create, amend and administer reservations.
  • Send confirmations, reminders, vouchers and guest forms.
  • Facilitate payments and maintain transaction records.
  • Support check-in, check-out and stay operations.
  • Maintain guest profiles and communication history.
  • Improve service quality, reliability and security.
  • Prevent fraud, misuse and unauthorised access.
  • Meet accounting, tax, regulatory and legal obligations.
  • Send permitted marketing communication where lawful consent or another valid basis exists.

5. WhatsApp and Other Messaging Services

StayOS integrates with messaging providers, including the WhatsApp Business Platform operated by Meta. When a guest communicates with a participating property through WhatsApp, message content and associated delivery information may be processed and retained in StayOS to support guest service, reservations and operational continuity.

Messaging providers may process information under their own terms and privacy policies. Guests should avoid sending highly sensitive information through chat unless specifically requested through an appropriate secure workflow.

6. Legal Basis and POPIA

StayOS processes personal information in accordance with applicable South African data-protection requirements, including the Protection of Personal Information Act, 4 of 2013, where applicable.

Processing may be based on consent, performance of a contract, compliance with a legal obligation, protection of a legitimate interest, or another lawful basis recognised by applicable law.

7. Marketing Communications

Promotional WhatsApp, email or SMS communications are sent only where permitted. Guests may withdraw marketing consent or opt out of promotional communication at any time.

Operational messages concerning an active enquiry, quotation, reservation, payment or stay may still be sent where necessary to provide the requested service.

8. Sharing of Information

StayOS does not sell personal information. Information may be shared only where reasonably necessary with:

  • The hospitality property managing the enquiry, reservation or stay.
  • Authorised staff members and service providers.
  • Messaging, email, hosting, infrastructure and support providers.
  • Payment processors and financial-service providers.
  • Professional advisers, auditors and insurers.
  • Regulators, courts or public authorities where legally required.
  • A purchaser or successor in a lawful corporate transaction, subject to appropriate safeguards.

9. International Processing

Certain service providers may process information outside South Africa. Where cross-border processing occurs, StayOS takes reasonable steps to use providers and safeguards appropriate to the information and applicable legal requirements.

10. Data Security

StayOS applies reasonable administrative, organisational and technical safeguards, which may include access controls, authentication, tenant separation, encrypted transmission, audit logging, backups and security monitoring.

No electronic service can guarantee absolute security. Users must protect their credentials and immediately report suspected unauthorised use.

11. Data Retention

Personal information is retained only for as long as reasonably necessary for the purpose for which it was collected, to provide the relevant service, maintain legitimate business records, resolve disputes, prevent fraud, and comply with legal, tax and accounting obligations.

Retention periods may differ according to the type of information, the participating property and applicable law.

12. Your Rights

Subject to applicable law and identity verification, you may request:

  • Confirmation that your personal information is being processed.
  • Access to personal information held about you.
  • Correction or completion of inaccurate information.
  • Deletion or destruction where legally permitted.
  • Objection to or restriction of certain processing.
  • Withdrawal of consent where processing relies on consent.
  • Removal from direct-marketing communications.

Requests can be sent to support@stayos.co.za. Additional deletion instructions are available on the Data Deletion page.

13. Children’s Information

Information concerning children may be processed where necessary for a family or group reservation and where supplied or authorised by a parent, guardian or other person legally permitted to provide it.

14. Cookies and Technical Data

StayOS may use essential cookies and similar technologies for authentication, session management, security, preferences, performance and platform operation. Additional analytics or marketing technologies should be disclosed and managed through appropriate consent controls where required.

15. Changes to This Policy

This policy may be updated to reflect changes in law, technology or StayOS services. The latest version will be published on this page with its effective date.

16. Contact and Complaints

Privacy questions, objections and requests may be directed to:

StayOS Privacy Team
Email: support@stayos.co.za
Website: stayos.co.za

Where applicable, a person may also lodge a complaint with South Africa’s Information Regulator.

Important: This document provides general information about StayOS policies and services. It does not replace professional legal advice or any mandatory rights and obligations under applicable law.