Privacy

What this app does

LYA Concierge is the concierge app your hotel provides. You scan the QR code at reception, or type the printed code, and the app shows that hotel's services along with the city guide.

There is no account. You create no username and enter no password. A hotel never sees your stays at another property.

On arrival, we ask for one way to reach you: either a phone number, or signing in with Apple or Google. Those two buttons only fill in the form for you: no account is created and no password reaches us. We never ask for payment details.

What we collect

• Your first name, last name, date of birth, sex, room, and arrival and departure dates, as you enter them on arrival. The date of birth and sex are what the hotel must record for its guests' police registration form.
• One way to reach you: the phone number you type, or the email address Apple or Google passes on if you choose to sign in with them (with Apple, this may be a private relay address).
• Your requests — when you tap “RÉSERVER” on a service or an offer, the hotel receives the request, the date, time and party size you chose, your name and your room. In the RÉSERVATIONS section you can book outside your stay too — a room, for instance, with your arrival and departure dates: the hotel then receives your name and the phone number or email address saved in the app, so it can reply.
• An installation identifier, a random string generated on your phone. It lets you correct your details without creating a second stay. It is derived from no hardware identifier and follows you into no other app. A second identifier, random too, is the same for every hotel: it lets LYA recognise one phone from one hotel to the next, and not count you twice. The first disappears when the app is uninstalled; the second is kept by the phone itself (the keychain on iPhone, a hashed fingerprint of Android's app identifier on Android) and survives a reinstall. Neither is a network address or a serial number.
• A notification token, if you allow notifications, together with your phone's type and language. It lets your hotel send you information and offers during and after your stay. You can turn notifications off at any time in your phone's settings.
• A technical log of actions taken in the app (for example registering a stay or a request), with the IP address and device type. It is used for security and troubleshooting, and only LYA administrators can read it.
• Technical error reports, when the app runs into a problem: the type of error, its technical message and its trace in the app's code, the screen it happened on, a few technical details (for example the server's response), the app version, the type of phone, the hotel concerned and the installation identifier described above. They contain no name, phone number, email address or room, are used only to fix problems in the app, and only LYA administrators can read them.

What we do not collect

• No analytics, no third-party advertising, no tracking. The app contains no analytics tool and no ad network.
• No location.
• No photographs. The camera reads the reception QR code and nothing else: no image is stored or transmitted. You may decline camera access and type the code instead.
• No contacts, no address book, no advertising identifier.

Why

So the hotel can look after you: to know who is in which room, to reach you, to receive your requests, and to tell you about its services and offers if you allowed notifications. This information is never sold or rented and reaches no advertiser.

Who can see it

Staff at your hotel only. Every property is isolated in the database: one hotel cannot read another's stays. The technical log and the error reports described above can be read only by LYA administrators, for security and troubleshooting. LYA administrators, who run the service for the hotels, can also view the stays and contact details recorded, to support hotels and monitor the service. When you register your stay or make a request, the hotel's manager is told by e-mail; that e-mail contains neither your name, nor your contact details, nor your room.

Technical providers process this data on our behalf and make no use of it for their own purposes: Supabase (database, Europe — Paris region), Cloudflare R2 (images), and Google Firebase Cloud Messaging together with Apple's push notification service, which carry notifications to your phone.

How long

90 days. Your stay and the requests attached to it, the notifications you received and the technical log lines about you are deleted 90 days after they were created; a request made outside a stay, 90 days after it was made or after the requested departure date, whichever is later. The notification token is deleted 90 days after you last opened the app. Error reports are deleted 90 days after they were sent. These deletions run automatically, nightly, as scheduled tasks in the database: this is not an intention, it is the mechanism.

One exception: blocking. If a hotel blocks a guest, it keeps that guest's name, phone number and email address for as long as the block is in place, so that the guest cannot check in at that hotel again. This information is deleted when the hotel lifts the block.

Your rights

You can request access to your information, its correction, or its immediate deletion, by writing to contact@lyaconcierge.com. Please give the hotel, the room and the dates of your stay, and the phone number or email address used on arrival: those are the details that locate the records.

Uninstalling the app erases what it keeps on the phone. Information already sent to the hotel remains visible to it until the periods above expire.

Children

The app is for hotel guests and is not directed at children under 13.

Everything above is about the app, which contains no analytics tool. The lyaconcierge.com website measures the audience of its public pages (home, this policy, the app download page) with Google Analytics. Until you click « Accept », Google Analytics is not loaded: no cookie is set and nothing is sent to Google. If you accept, Google Analytics sets its cookies and records pages viewed, where the visit came from and the type of device, kept for 14 months and never used for advertising; if you withdraw your consent, its cookies are deleted. Your choice is kept in your browser, asked again after 13 months, and can be changed at any time with the « Cookies » link at the bottom of the page.

Changes

Any change to this document will be published on this page, with its date. We do not retroactively reduce the protection of data already collected.

Contact

LYA — contact@lyaconcierge.com