Legal
Privacy Policy
Your privacy is part of the hospitality we extend to you. This policy explains what we collect, why, how we protect it, and the rights you hold in relation to it.
Effective 21 May 2026
Jump to section
At Travelholic, we take the privacy and security of our guests’ personal information seriously. This Privacy Policy explains what information we collect, why we collect it, how we use it, how we protect it, and the rights you have in relation to it. It applies to all interactions with Travelholic, whether through our website, our reservations channels, WhatsApp, our properties, or our operational communications.
Travelholic is the trading name of هولك لإدارة العقارات, registered at 220B South Academy, New Cairo, Cairo, Egypt. We are the data controller responsible for the personal information described in this policy.
By making a reservation with Travelholic, by using our website, by communicating with us through any channel, or by staying at one of our properties, you confirm that you have read, understood, and accepted this Privacy Policy.
Scope of This Policy
This Privacy Policy applies to:
Visitors to the Travelholic website and any guest-facing digital channel operated by Travelholic; guests who make a reservation through any Travelholic channel; guests who stay at, visit, or otherwise enter a Travelholic property; individuals who contact Travelholic for inquiries, support, partnership, or any other purpose; and any other individual whose personal information is processed by Travelholic in the course of our hospitality operations.
Information We Collect
To deliver a smooth, secure, and compliant hospitality experience, Travelholic collects the following categories of personal information:
Identification and Travel Documentation. National identity cards, passports, residency permits, visa information, and any other identification document required by Egyptian law or by the regulations governing the accommodation sector. Where applicable, we may also record marriage certificates and similar documents required at check-in.
Booking Information. Full name, contact telephone number, email address, postal address, nationality, dates of stay, number of guests, names of accompanying guests, special requests, preferences, and any additional information provided in connection with the reservation.
Payment Information. Payment method, transaction reference numbers, billing details, and limited card information sufficient to process and reconcile the payment. Card details entered through our online payment gateway are processed directly by a licensed third-party payment processor under industry-standard security measures. Travelholic does not store full card numbers or sensitive authentication data on its own systems.
Communications. The content of communications exchanged with our team, including emails, WhatsApp messages, SMS messages, telephone notes, in-person interactions, and any related metadata such as date, time, and channel.
Operational and Stay Information. Check-in and check-out records, room assignments, any incident reports relating to the stay, damage records, additional services requested, and any other operational records generated during the reservation lifecycle.
CCTV Footage. Closed-circuit television footage captured in common and shared areas only, such as building entrances, corridors, lobbies, parking areas, and similar public-facing zones, where lawful and where CCTV is installed for safety and security purposes. CCTV is not installed in private areas of guest units, including bedrooms, bathrooms, and private living spaces.
Website and Digital Data. IP address, browser type, device information, approximate location derived from the IP address, pages viewed, referral source, and similar basic technical and analytics information collected through cookies and similar technologies as described below.
Marketing Preferences. Where you have opted in, we may also hold information about your communication preferences, response to past communications, and similar preference data.
How We Use Your Information
Travelholic uses the personal information described above for the following purposes:
To take, manage, and fulfil reservations; to verify the identity of guests at check-in and to comply with legal and regulatory requirements applicable to the accommodation sector in Egypt; to process payments, issue invoices, and manage refunds; to communicate with you about your reservation, including pre-arrival information, check-in instructions, in-stay support, post-stay follow-up, and operational messages; to provide hospitality services during your stay and to respond to your requests; to maintain the safety and security of our guests, staff, properties, and assets, including through CCTV in common areas; to detect, investigate, and prevent fraud, payment disputes, misuse of our properties, and other unlawful or harmful activity; to maintain operational records, financial records, and records required for tax, accounting, audit, and regulatory purposes; to enforce our Terms & Conditions, our Cancellation & Refund Policy, and any other applicable terms; to improve our services, properties, and guest experience; and where applicable and permitted, to send you marketing or service-related communications in line with the limitations set out below.
Communication Consent
By making a reservation with Travelholic or by sharing your contact details with us in the context of a booking inquiry, you agree to receive operational communications from Travelholic, including:
Booking-related emails such as confirmations, payment receipts, pre-arrival messages, check-in instructions, and post-stay communications; WhatsApp messages relating to your reservation, your stay, and any service request; and SMS messages relating to operational matters such as confirmations, reminders, and check-in details.
These communications are an integral part of delivering your reservation and stay, and they continue for as long as is reasonably required to provide and follow up on the service.
Marketing communications, where offered, are sent only with your prior consent or where otherwise permitted under applicable Egyptian law. You may opt out of marketing communications at any time by contacting us at hello@travelholic.eg.com or by following any opt-out instructions included in the communication itself. Opting out of marketing does not affect operational communications relating to an active reservation or stay.
CCTV Footage
CCTV is deployed in common and shared areas of our properties for the purposes of safety, security, deterrence of crime, protection of guests, staff, and property, and to support investigations where appropriate. CCTV recording is signposted where required and is operated in line with applicable Egyptian law.
CCTV footage is retained for a limited period reasonably required for its intended purpose and is then deleted in line with our retention practices, except where it must be retained for a longer period in connection with a specific incident, investigation, dispute, legal claim, regulatory request, or insurance matter.
CCTV is not installed in private areas of guest units, including bedrooms, bathrooms, and private living spaces.
Data Retention
We retain personal information only for as long as is reasonably necessary for the purposes for which it was collected, including to:
Fulfil the reservation and any post-stay obligations; comply with legal, regulatory, tax, accounting, and audit requirements; address complaints, disputes, payment reversals, and claims; and protect the legitimate interests of Travelholic, including in the event of legal proceedings.
When personal information is no longer required, it is securely deleted, anonymized, or archived in a manner that prevents further use, except where continued retention is required by law.
Third-Party Service Providers
To operate effectively, Travelholic uses a limited number of trusted third-party service providers, including:
Payment processors and payment gateway providers; cloud-based booking, property management, and customer relationship management systems; messaging and email service providers, including WhatsApp Business and email infrastructure; cloud storage and backup providers; accounting and bookkeeping platforms; identity verification or anti-fraud tools, where used; analytics and website performance tools; building management, security, and access providers operating at the property level; professional advisors such as accountants, auditors, and legal counsel where their input is required; and government bodies, authorities, and regulators where information is required to be shared by law.
Where personal information is shared with such third parties, we share only what is reasonably necessary for the specific purpose, and we expect those providers to handle the information in line with applicable confidentiality and data-protection standards.
Some of our service providers may be located outside Egypt. Where personal information is transferred to such providers, we take reasonable steps to ensure that an appropriate level of protection is maintained.
Legal Compliance and Government Requests
Travelholic complies with all applicable Egyptian laws, including laws relating to the accommodation sector, tourism, taxation, and any other relevant regulatory framework. Where required by law, we may share personal information with competent authorities, including the police, security services, tourism authorities, tax authorities, and the courts.
We may also share information where, in our reasonable view, doing so is necessary to:
Comply with a legal obligation, court order, subpoena, regulatory request, or government instruction; respond to an emergency involving a risk to life or safety; protect the rights, property, or safety of Travelholic, our guests, our staff, or the public; or investigate and prevent fraud, payment disputes, criminal activity, or other unlawful conduct.
Fraud Prevention and Payment Disputes
Travelholic processes personal information in order to detect, investigate, prevent, and address fraud, payment disputes, chargebacks, and other forms of misuse of our reservation and payment systems.
This may include sharing booking records, communications, occupancy records, identification records, and similar evidence with banks, payment processors, card schemes, dispute-resolution bodies, fraud-prevention services, and competent authorities, where reasonably necessary to support a legitimate response to a dispute or to comply with applicable rules.
Personal information may also be retained for a reasonable period after the stay for these purposes, even where the underlying reservation has been completed.
Data Security and Limitations
We apply reasonable technical and organizational measures to protect personal information against unauthorized access, accidental loss, alteration, disclosure, or destruction. These measures include access controls, encrypted communications where applicable, secure storage practices, and staff training.
Despite these measures, no system, network, or transmission method can be guaranteed to be completely secure. Travelholic cannot warrant or guarantee absolute security of personal information, and you acknowledge that you provide your personal information at your own risk in this respect.
In the event of a confirmed personal data incident that materially affects our guests, we will respond in line with applicable Egyptian law, including any notification or remediation steps required.
Your Rights
Subject to applicable Egyptian law, you may have the following rights in relation to your personal information held by Travelholic:
The right to request access to the personal information we hold about you; the right to request correction of inaccurate or incomplete personal information; the right to request deletion of personal information where it is no longer required for the purposes for which it was collected, subject to our legal and operational retention obligations; the right to object to or restrict certain uses of your personal information; the right to withdraw consent where processing is based on consent, without affecting the lawfulness of processing carried out prior to withdrawal; and the right to opt out of marketing communications at any time.
To exercise any of these rights, please contact us using the contact details at the end of this policy. We may need to verify your identity before responding to your request and may decline or limit a request where doing so is permitted or required by law, for example where the information is required to comply with a legal obligation, to defend a legal claim, or for legitimate operational and security purposes.
Cookies and Basic Website Data
The Travelholic website uses cookies and similar technologies to make the site work, to remember preferences, to understand how visitors use the site, and to support basic security and performance.
Cookies are small files stored on your device. We use only those cookies that are reasonably necessary to operate the site and to gather basic, mostly anonymized usage information that helps us improve the website. We do not use cookies to construct invasive behavioral profiles or to track you across unrelated third-party services.
You may, at any time, configure your browser to block or delete cookies. Please be aware that doing so may affect the functionality of certain parts of the website.
Marketing Communications Limitations
Where Travelholic sends marketing or promotional communications, we do so only:
To recipients who have actively opted in or who have an existing relationship with Travelholic where such communications are permitted under applicable Egyptian law; with clear identification of Travelholic as the sender and a clear means of opting out in every communication; and in a manner consistent with the standards of a premium hospitality brand — that is, infrequent, relevant, and respectful of your inbox.
You may opt out of all marketing communications at any time without affecting the operational communications associated with any active reservation.
Children’s Information
Our services are not directed at children, and reservations may only be made by individuals aged 18 or above. We do not knowingly collect personal information directly from children. Where children stay at our properties as part of a reservation made by an adult, the limited information we hold about them is collected through the lead guest as part of standard booking and check-in processes, and is used only for those purposes.
If you believe that a child’s personal information has been provided to us in a way that is not appropriate, please contact us so that we can address the matter.
Updates to This Policy
Travelholic may update this Privacy Policy from time to time to reflect changes in our practices, our services, technology, legal obligations, or for other operational reasons. The latest version will always be available on our website, and the effective date at the top of this policy will be updated accordingly.
Where the changes are material, we will take reasonable steps to bring them to your attention. Continued use of our services after such updates constitutes acceptance of the updated policy.
Egyptian Legal Compliance
This Privacy Policy, and our processing of personal information, is governed by the laws of the Arab Republic of Egypt, including applicable data-protection, accommodation-sector, and tourism-sector laws and regulations. Any disputes arising in connection with this Privacy Policy shall be subject to the exclusive jurisdiction of the competent courts of Egypt.
Contact
For any question, request, or concern relating to your personal information or to this Privacy Policy, please contact us:
Email: hello@travelholic.eg.com
Phone / WhatsApp: +20 11 2222 0844
Registered Address: 220B South Academy, New Cairo, Cairo, Egypt
Travelholic is the trading name of هولك لإدارة العقارات.
Thank you for trusting Travelholic with your stay. Your privacy is a part of the hospitality we extend to you.